Useful Phone Numbers

USEFUL PHONE NUMBERS
If dialing from within the hospital, simply dial the extension number
from any CHEO phone. If calling from outside the hospital, you must
dial the main hospital number, followed by the extension number. You
may also say the name of the person or department you are trying to
reach and our voice recognition system will automatically connect you to
the appropriate number.
CHEO, main number ..................... 613-737-7600
Departments ................................. Extension
Admitting/Patient Registration .............
CHEO Foundation ..................................
Clinic Appointments ..............................
Day Care Surgery ...................................
Patient / Family Representative .............
Health Records .......................................
Public Relations ......................................
Security ...................................................
Social Work ............................................
Spiritual Support ....................................
Volunteers ..............................................
2310
2780
2222
2346
2203
2292
2343
2227
2360
2622
2279
Units .............................................. Extension
4-East ......................................................
4-West .....................................................
4-North ...................................................
5-East ......................................................
6-East ......................................................
6-North ...................................................
Intensive Care Unit ................................
Neonatal Intensive Care Unit ................
Medical Day Unit ...................................
2464
2487
2467
2480
2505
2391
2458
2461
2470
Other Useful Phone Numbers
Blue Line Taxi ......................................... 613-238-1111
Capital Taxi ............................................. 613-744-3333
OC Transpo ............................................. 613-741-4390
Para Transpo .......................................... 613-244-1289
Ronald Mcdonald House ....................... 613-737-5523
Rotel ....................................................... 613-733-1412
Ottawa Children's Treatment Centre.... 613-737-0871
West Way Taxi ........................................ 613-727-0101
Revised: July 2008
2
Form #2000
WELCOME
Welcome to the Children's Hospital of Eastern Ontario. CHEO has
been caring for our community's children and youth for more than
30 years and has grown into one of the most respected children's
hospitals anywhere. The entire CHEO team is committed to making
your stay or visit as pleasant, comfortable and safe as possible.
This Patient Services Directory has been prepared for you and your
family in the hopes that it will help answer the many questions you
may have about the hospital and your child's care.
At CHEO, we go to great lengths to care for our young patients and
their families. Our family-centered approach to your child's care
includes keeping you informed and involved through open, honest
and respectful communication and promotes patient safety. We
encourage you to share your feedback with us through your health
care team. This is the best way to ensure that we continue making a
difference for children, youth and families.
Michel Bilodeau
President and CEO
3
CHEO's COMMITMENT TO FAMILIES
You are an important member of your health care team. We will work
with you to make sure that you receive the best care we can provide.
We will do our best to make sure you are INFORMED, RESPECTED, and
SUPPORTED.
Informed:
•
•
•
•
•
•
•
•
•
•
We will introduce ourselves to you, and tell you our roles in your
child's care.
We will fully inform you about the risks and benefits of your child's
treatment, and possible alternatives, in a way that you understand.
We will involve you in planning your child's treatment.
You can ask questions and we will answer them as well as we can.
You can ask for access to information in your child's health records,
and have it explained to you, as much as the law allows us.
We will inform you of expenses that will be incurred during your
child's stay in hospital that are not covered under your provincial
health plan.
We will inform you of CHEO's policies that apply to you.
We will inform you of your rights and responsibilities while at CHEO.
If you are asked to take part in research, whether you say yes or no,
your child will still get the best care that we can provide.
If you don't speak English or French, we can make arrangements for
someone to translate.
Respected:
•
•
•
•
We will treat you with courtesy, dignity, and respect.
We will provide care in a bilingual environment that is sensitive to
cultural and spiritual needs.
We will keep information about your child and family confidential,
unless your child's safety is in danger.
Your health care team will act as your partner to make decisions
about your child's best interests
4
Supported:
•
•
•
You can stay with your child as much as is medically possible.
You can talk to your health care team about your feelings and
concerns.
You can have family and friends at the hospital to support you to the
extent possible.
Families at CHEO have a responsibility to:
•
Respect the rights of other patients, families, visitors and staff.
•
If you are the substitute decision maker, make decisions and act in the
best interests of your child.
Provide complete and accurate information about past and present
matters relating to your child's health.
Learn and follow hospital policies that apply to you.
Work with your health care team to make a treatment plan that you
can understand and follow.
Ask your health care team for more information if you don't
understand your child's illness or treatment.
Assist in making and implementing discharge plans.
Keep your appointments, and inform CHEO ahead of time if you
need to cancel.
Pay the bills related to your child's care.
Talk to your health care team if you have any problems with the care
you are receiving.
•
•
•
•
•
•
•
•
5
TABLE OF CONTENTS
Useful Phone Numbers ..................................................................... 2
Welcome ............................................................................................. 3
Our Commitment to Families ......................................................... 4
Hospital Information
• ACTIVITIES IN HOSPITAL ............................................................................ 7
(Activity/Play Rooms, Child Life Specialist, Child Life Interactive Computers
for Kids (CLICK) Program, Molly Penny - CHEO’s Therapeutic Clown, Farm
Boy Fun Park, Pet Therapy Program)
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
ALLERGIES .................................................................................................. 8
APPOINTMENTS ......................................................................................... 9
ARRIVING AT CHEO ................................................................................... 9
DIRECTIONS TO CHEO ............................................................................. 10
DISCHARGE INFORMATION .................................................................... 10
FAMILY FORUM ....................................................................................... 11
FOOD SERVICES (CAFETERIA) ................................................................. 11
GIFT SHOP ................................................................................................ 12
INFECTION PREVENTION AND CONTROL .............................................. 12
INPATIENT UNITS ..................................................................................... 13
INTERPRETERS.......................................................................................... 13
LIBRARIES ................................................................................................. 13
MAP .......................................................................................................... 14
MEDIA ...................................................................................................... 14
PARKING .................................................................................................. 15
PATIENT/FAMILY REPRESENTATIVE ........................................................ 15
PATIENT CONFIDENTIALITY AND PRIVACY OF YOUR INFORMATION . 15
PATIENT SAFETY ...................................................................................... 17
PAYMENT OF ACCOUNTS ....................................................................... 18
RESEARCH AT CHEO ................................................................................ 18
ROGER’S HOUSE ...................................................................................... 18
SCHOOLING .............................................................................................. 19
SECURITY.................................................................................................. 19
SERVICES .................................................................................................. 19
(Accommodations, Cash Machine, Family Rooms, Newspapers/
Mailbox, Showers)
•
•
•
•
•
•
•
•
SMOKING RESTRICTIONS......................................................................... 20
SOCIAL WORK SERVICES ......................................................................... 20
SPIRITUAL SUPPORT ................................................................................ 21
SPOT TEAM .............................................................................................. 21
STAYING OVERNIGHT WITH YOUR CHILD ............................................. 21
TELEPHONE CALLS................................................................................... 21
VISITING HOURS AND VISITOR GUIDELINES .......................................... 22
YOUTH FORUM........................................................................................ 22
CHEO Foundation ........................................................................... 23
Advertisements ................................................. Centre of Directory
6
HOSPITAL INFORMATION
ACTIVITIES
At CHEO, we recognize that kids still need to play and have fun even
when they’re in hospital. Whether they are here for a clinic appointment
or hospitalized, there are organized activities to keep things interesting.
Activity/Play Rooms:
There are activity rooms for patients on the fourth, fifth and sixth floors
where Child Life Specialists and volunteers are available to provide play
opportunities and learning materials. The hours of the activity rooms are
posted on each activity room door.
Child Life Specialists:
The Child Life Specialists help children learn, play and take part in
creative projects while in hospital. Child Life Specialists are also trained in
“medical play”, which assists children in understanding their illness and
helps them cope with anxious feelings they may have. Here is a
sampling of the kinds of activities available:
Diversion and Leisure Activities
• Toys, magazines, books, games, crafts, movies, entertainment
systems (TV/DVD/Nintendo) and opportunities to meet other
children in the hospital.
Therapeutic Activities
• Relaxation techniques, imagery, stress management and
reduction, coping skills, self expression through art.
Child Life Interactive Computers for Kids (CLICK) Program:
This program allows patients to stay connected with family, friends and
schoolmates through computers and wireless internet access from their
bedside during lengthy hospital stays. A Child Life Specialist can get you
started.
Molly Penny - CHEO’s Therapeutic Clown:
With big red shoes, a big smile and an even bigger heart, Molly Penny
makes her way throughout the hospital three days a week. She can
often be found assisting our health care team by helping
children and youth to deal with fears and anxieties they
may be feeling about being hospitalized, their illness or a
particularly difficult medical procedure.
7
Farm Boy Fun Park:
A large playground is available outside the Max Keeping Wing, across
from the Ottawa Children's Treatment Centre and Roger's House. The
park is open daily until dusk and includes youth-friendly activities
including a basketball hoop.
Pet Therapy Program on 4-West and 6-North:
Patients admitted to 4-West or 6-North can benefit from this
program, which is run in partnership with the St. John
Ambulance Therapy Dog Program. Only dogs certified by this
program, along with their handlers, can visit the unit during
specified visitation times. While the "four-legged friends" can't
roam the hospital hallways freely, patients can spend dedicated time
with the dog in a designated room. Patients who want to participate in
the program have to receive their medical team's approval. The pet
handler and CHEO's program facilitator is always present during the visit,
and family members are also encouraged to participate in the activity.
ALLERGIES
Please remember:
No peanuts
No perfume
No latex
balloons
CHEO aims to provide a peanut-safe and scent-free environment. Please
do not bring any products that contain peanuts or wear any perfume
when visiting someone at the hospital. Latex balloons are not permitted
to protect patients and staff who have latex allergies.
8
APPOINTMENTS
What you should bring for a clinic appointment, or
admission:
•
•
•
•
•
•
Your child’s health card (OHIP or RAMQ)
Private Insurance Information (if you have any)
Current, labeled medications your child is taking
Your child’s immunization record
Information about allergies to food/drugs
A list of questions you want to ask
Depending on the length of stay in hospital, you may also want to bring
spending money for meals and parking, clothes, pyjamas and slippers,
any special toys or family photos, and toiletry items. Your child’s name
should be marked on everything.
ARRIVING AT CHEO
CHEO is committed to providing services in either
English or French. When your child is admitted, you
will be asked in which language you wish to be
addressed. We will strive to accommodate your
language preference. Several areas throughout the hospital have been
designated as bilingual and can provide services in French and English 24
hours a day, 7 days a week.
Clinic Visits:
If you are coming to CHEO for an outpatient clinic appointment, please
report directly to the individual clinic (see map of CHEO on page 13).
Once you have checked in at the reception desk of the clinic, clinic staff
will care for you and your child.
Day Surgery:
Go directly to the Day Surgery department on the third floor and check
in with the reception clerk.
Emergencies:
Go directly to the Emergency entrance. You will be assessed by a triage
nurse when you arrive.
Planned Admissions:
The Admitting office will contact you by phone or by mail once they
receive your doctor’s request for admission. At that time, you will receive
important information and any special instructions for the admission.
9
The Admitting department will also contact you the day before
admission to confirm the time of admission, and give you directions as to
where to report once you arrive.
DIRECTIONS TO CHEO
By Bus:
Two OC Transpo buses stop at CHEO: No. 16 and No. 106.
Please call the OC Transpo (www.octranspo.com) information line at
613-741-4390 for schedule details.
By Car:
CHEO is near most major roads/highways in the National Capital Region.
It is approximately a 10-minute drive from downtown Ottawa, and a 20minute drive from the airport. Children’s Hospital signs are posted along
major roads.
DISCHARGE INFORMATION
CHEO aims to let families know the discharge date as far in advance as
possible. Most patients will have their discharge order signed in the
morning. Only legal guardians may take a child home. Please pick up
your child as early as possible so that the bed can be available for the
next patient. Your child's nurse will go over all necessary instructions with
you before discharge, including information about
medications, follow-up appointments, and care to be
given at home.
Please make sure that you can safely transport your
child home by having the appropriate car seat or other
special equipment that may be needed.
10
FAMILY FORUM
Providing family-centred care means involving families not only in their
child's care but also in the way we plan the hospital. One way patients
and families voices are heard is through Family Forum, which:
•
•
advises staff and the Board of Trustees on CHEO's family-centered care;
advises on changes that can improve the quality of care and services
from the patient/family perspective;
• represents patients and families on hospital committees.
• teaches physicians and staff on how to provide family-centred care
Membership is open to former patients, parents, guardians or the
extended family of CHEO patients. Meetings are held in the evening once a
month in the CHEO boardroom. If you are interested in more information,
please contact the Patient/Family Representative at 613-737-7600, ext. 2203.
FOOD SERVICES
There are two food service areas, both of which are open to patients,
visitors and staff. The Rainbow Café (main cafeteria) is located on the
first floor and offers hot and cold meals, including Pizza Pizza® products
and Timothy’s® coffee. Hours of operation are from 6:30 a.m. to 2:00 p.m.,
Monday to Friday. Several vending machines are also available after hours.
The Oasis Café coffee shop is located on the second (main) floor. It offers
MR SUB® and Pizza Pizza® products, as well as Starbucks® coffee. It is
open every day from 7:30 a.m. to 11:00 p.m.
Several vending machines are also available in the main cafeteria.
Patient Room Service:
•
•
•
•
Our room service program allows you to order food for your child on
demand. Using it is easy - simply call extension 3438 between
8 a.m. and 7 p.m. and order your child’s meal from a wide array of
items on the menu located in your child’s room. Any item can be
ordered, regardless of time of day. Our computerized system also
allows us to check your child’s diet order.
Babies and toddlers who take formula or who are on a puréed diet
will receive a food tray at 8:00 a.m, noon and 5:00 p.m. Parents must
phone for room service if toddlers are eating solid foods.
If a parent or guardian is not there and the child is able to eat, a
nurse will phone for room service.
There is a kitchen on the unit that you can use to store food.
Remember to label your food.
11
GIFT SHOP
The Tree House gift shop is located on the second (main) floor near the
front entrance of the hospital. The gift shop is owned and operated by
CHEO and all proceeds help support programs within the
hospital. It offers a wide variety of gifts, magazines and
novelty items including toys, stuffed animals, CHEO attire,
and personal hygiene items. The hours of operation are
Monday to Friday from 9:00 a.m. to 5:00 p.m. and
weekends from 11:00 a.m. to 4:00 p.m.
Family members and friends can order a customized gift basket or special
gift for a CHEO patient. Orders for gift baskets and general gifts can be
placed by phone at 613-737-2393, ext 2155. Our staff will be pleased to
provide you with suggestions and delivery to the patient’s room within 2
hours of ordering.
INFECTION PREVENTION AND CONTROL
Self-screening
Please DO NOT visit if you are sick with a cold, flu, or other infectious
disease. This applies for child visitors as well. Children should NOT visit if
they have been in contact with a communicable disease, such as measles
or chicken pox. This is of UTMOST importance in protecting our patients
who are already sick.
Therefore, if you have a fever, cough, runny nose, sore throat, diarrhea
or a new rash or are otherwise unwell (or ill), you should stay home or
see your doctor.
Hand washing – our best defense
Keeping infection to a minimum is an important part of CHEO’s job. You
may see staff wearing masks, gloves and special gowns for this purpose.
Washing your hands regularly with soap and warm water for 15 seconds
and using the hand sanitizer found throughout the hospital is the best
way to limit the spread of germs, even if you are feeling well. It is
important to wash your hands before entering and
after leaving a patient’s room. Some rooms have
special isolation instructions to follow as well. You
can help reduce the spread of infections by
handling your own child only, and not sharing
your child’s toys or belongings with other children.
12
INPATIENT UNITS
As a parent and valued member of your child’s care team, you may call
the hospital any time for updates. The Unit where your child is staying
can be reached through the hospital switchboard at 613-737-7600, or
directly through the Unit’s phone number (see inside cover). Shift
change is a busy time and outside calls will not be taken between 7:308:30 a.m. and 7:30-8:30 p.m. We’re happy to take your calls at any time,
with the exceptions of these indicated times. Information is always
readily available through your child’s nurse, who can also help you reach
any other member of the health care team caring for your child.
Updates and information will only be supplied to the parent or legal
guardian of a child. We would therefore appreciate you asking other
family members or friends to check with you, and not the unit, for
information. Respecting the privacy of other patients and their families is
extremely important.
INTERPRETERS
Interpreters are available in many different languages. It’s best to
arrange for their services in advance if possible. Please tell a member of
your health care team that you need interpretation services and they
will make the necessary arrangements.
LIBRARIES
The Kaitlin Atkinson Family Resource Library is a free resource centre for
patients and families. It contains books, pamphlets, videos and DVDs
about many children's illnesses and conditions. It also has computers that
can be used to search the Internet for information as well as volunteers
to help you find accurate and trustworthy information. It is located on
the first floor across from the elevators, and is open from Monday to
Friday, from 8:00 a.m. to 4:30 p.m.
CHEO's Child & Youth Library, located on 5-West, is a small oasis of
comfort for patients and families offering a spacious and well stocked
library filled with English and French children's and young adult books
and a small collection of adult paperbacks. The library is open 24 hours a
day, year-round, to inpatients and their caregivers. It is a self-serve
library using the honour system. Borrowers are asked to bring the books
back to the library within a reasonable amount of time. Book drop-off
bins are also located on a variety of inpatient units near the nursing
station. There is also a drop-off box in the main lobby.
13
MAP
MEDIA
Media Relations for Patients and Families
1. Please make sure that the Public Relations staff
know about any meetings you have scheduled
with a reporter or photographer. ALL media
who visit CHEO have to be accompanied by Public
Relations staff at all times. This ensures that our
patients’ right to privacy are respected.
2. Parental consent is ALWAYS required before a photo or an interview
with a patient takes place.
To reach Public Relations:
Media Relations: 613-737-2343
After Office Hours: 613-737-7600 to page Public Relations
Media Relations for CHEO Foundation: 613-737-2784
14
PARKING
Visitors may park in lot “A” beside the hospital. Parking is $3.25
per half hour, with a daily maximum of $13.00. There is also a
special $40.00 weekly rate, a $90.00 monthly pass and a $45.00 pass for
frequent users (15 visits). CHEO’s Security staff, located near the
Emergency Department on the 2nd floor, can give you more
information about these rates. There is a $5.00 flat fee for vehicles that
arrive and leave between 10:30 pm and 8:00 a.m. You can pay for
parking at pay stations in the lobby and Emergency Departments of the
hospital by cash or credit card. Please bring your ticket stub into the
hospital if you wish to use the pay stations. They allow a 15 minute
grace period to exit the parking lot. You can also pay at the parking lot
exit however that machine only accepts credit cards. These rates may be
subject to change during the year.
PATIENT/FAMILY REPRESENTATIVE
CHEO's Patient/Family Representative is there to represent and help
patients and families through advocacy and problem solving both
during and after a visit or stay. She works to strengthen, personalize and
enhance the relationship between patients/families and the hospital.
She is available to help you understand your rights and hospital policies
and procedures. She also makes sure that patient and family feedback
(positive or negative) is heard by the hospital and used to ensure CHEO's
family-centred care is the best possible.
For more information, call 613-737-7600, ext. 2203.
PATIENT CONFIDENTIALITY & PRIVACY OF
INFORMATION
Protecting the Privacy of Your Information
To provide the best care possible, we need to collect and use
information about you and your family. CHEO is committed to keeping
your information safe and confidential, and follows rules set out in law
about collecting, using, and disclosing your information.
How We Protect Your Information
We have safeguards (i.e. security, passwords, policies) in place to make
sure your information stays private. Only people who need to see your
personal records are allowed to look at them.
15
Consent
In general, we assume you give consent to share your information with
people involved in your care, and we will ask for your consent before we
collect, use or share your information for any purpose other than our
stated activities. You may also withhold or withdraw this consent at any
time by contacting the Health Records department.
How We Use Your Information
To provide care for you. Your information is used by your care providers
and trainees who are part of your health care team.
To teach. Your information may be used to support our partnership with
the University of Ottawa and other schools, while adequately protecting
your privacy.
To conduct research and compile statistics. Researchers may use your
health information while working on a study approved by the CHEO
Research Ethics Board.
To improve the care we provide by conducting quality improvement and
risk management activities.
To obtain payment for your treatment.
Unless you tell us not to, CHEO may also use or disclose your
personal health information in the following ways:
•
•
•
To share your information, in whole or in part, with outside health
care providers involved in your care, which may include their access to
your electronic health record.
To conduct patient satisfaction surveys: We care about our patients
and want to hear from you about the quality of care and service you
received. We use this information to help improve the care we will
provide in the future.
To support fundraising activities: Our Foundation is dedicated to
supporting CHEO by raising funds for research, medical education,
and the improvement of patient care. We may share only your name
and address with our Foundation.
Who Can Look at Your Information
We only give your information to those people who need it and have a
right to it by law. The people who may see your information include:
•
•
You, or the person responsible for making decisions for you.
Your care providers, both inside and outside the hospital.
16
•
•
•
CHEO is a member of eCHN (electronic Child Health Network). This
program allows doctors and healthcare professionals at other eCHN
member locations involved in the care of your child to have quick
access to your child’s health information from CHEO. This information
will help doctors and healthcare professionals in making decisions
regarding the care of your child.
People working for a health agency, such as the Ministry of Health, if
required by law.
Other people for whom you have given your consent, or when
required by law.
Contact us, if you
•
•
•
•
•
Would like a copy of your health records
Do not want to receive our satisfaction survey
Do not want your contact information shared with the CHEO Foundation
Wish to withdraw or place “conditions” on your consent for how
your information is used or shared
Would like more information about our information practices, you
can contact us at:
CHEO Privacy Office
401 Smyth Rd.
Ottawa, ON K1H 8L1
613-737-7600, ext. 3273
Contact Information for Privacy Commissioner of Ontario.
If you think CHEO has violated your privacy rights, you may contact the
Information/Privacy Commissioner of Ontario at:
2 Bloor Street East, Suite 1400
Toronto, ON M4W 1A8
Tel: 416-325-3333, or 1-800-387-0073
Email: info@ipc.on.ca
www.ipc.on.ca
PATIENT SAFETY
Keeping our patients safe is a top priority at CHEO. As partners in care,
patients and families play an important role in ensuring our patients
receive the best care. The Ontario Hospital Association has a campaign
called “Your Health Care - Be Involved” which gives five tips for patients
and families:
17
•
•
•
•
•
Be involved in your child’s health care. Speak up is you have
questions or concerns about their care.
Tell a member of the health care team about your child’s past illnesses
as well as his or her current health condition
Bring all of your child’s medicines with you when you come to the
hospital or when you come to a medical appointment.
Tell a member of the health care team if your child has ever had an
allergic reaction to any medicine or food
Make sure you know what to do when your child goes home from
the hospital or from the medical appointment.
More information and translations into different languages of this
information is available at the OHA website at: http://www.oha.com/
patientsafetytips.
PAYMENT OF ACCOUNTS
If you do not have health insurance through a provincial health card or
private insurance, the hospital's Finance department must be contacted
to make suitable arrangements. The Finance department (Patient
Accounts) is open from 9:00 a.m. to 4:00 p.m. on Mondays, and from
8:30 a.m. to 4:00 p.m. Tuesday to Friday, and is located on the first floor.
MasterCard and Visa are accepted.
RESEARCH AT CHEO
CHEO is dedicated to research. We are committed to asking the right
questions to provide your children and youth with the best possible care
for today and tomorrow. You may have a part to play. If you’re asked to
take part in a research study, consider being part of the answer.
ROGER’S HOUSE
Roger's House is located on the grounds of CHEO and welcomes children
and their families when they are in need of specialized services that are
not available in their home or hospital setting. Such services include:
temporary relief (planned or emergency), management of pain and
distressing symptom that are difficult to manage at home, transitional
services for those who require a level of support not available at home,
end-of-life care when the death of a child is imminent and grief and
bereavement support.
For information on Roger's House and how to access their services,
please call: 613-523-6300 or visit www.rogershouse.ca.
18
SCHOOLING
Teachers affiliated with regional school boards are available in the hospital
to provide continued schooling for longer-stay patients. Your child’s
health care team will make these arrangements with you and your child.
SECURITY
CHEO’s Security is on-duty 24 hours a day throughout the hospital on
behalf of our patients and staff. Parents will be given a special ID badge
when their child is admitted as an inpatient. We ask that you wear this
badge at all times while in the Hospital, and return it to the Unit Nursing
staff at time of discharge.
We ask families to leave all valuables at home. If this is not possible,
Security can provide temporary lock-up for valuables. Please call them
with any security concerns at 613-737-2227 or through the switchboard
“0”. They can also provide an escort to your car, to the Ronald McDonald
House or the Rotel.
SERVICES
Accommodations
Two reasonably priced overnight accommodations close to CHEO exist
for families arriving from out of town or wanting to remain close to a
child who is in hospital.
•
•
Manoir Ronald McDonald House of Ottawa and Eastern Ontario
serves as a “home away from home” offering fully equipped rooms
reserved for families with children suffering from cancer or other
serious illnesses. Your social worker, nurse, or other member of
your healthcare team must refer you.
The Rotel provides accommodations for any family and friends
visiting patients at CHEO. For reservation information, please call
613-733-1412.
Ca$h Machine
Two ABM Laser cash machines are located at CHEO, one in the main
lobby and another near the emergency department. Change-making
machines are located in the Rainbow Cafeteria on the first floor.
Family Rooms
A new family lounge is located on 5-West.
The Family Forum Lounge is open 24/7 and provides a functional and
comfortable area for parents and families complete with a computer
19
centre with wireless internet access, a small kitchen facility with a
microwave and fridge, private shower and washer and dryer. While it is
primarily for use by adults, children of all ages are welcome to use the
lounge provided they are supervised by an adult.
Newspapers/Mailbox
Newspaper boxes are located just outside the main entrance. A mailbox
is located just inside the first set of doors at the main entrance.
Showers
There is one shower available in the Family Forum Lounge on 5 West.
Additional showers are available on the first floor in the locker rooms
across from the cafeteria.
SMOKING RESTRICTIONS
For the comfort and safety of our patients, families and staff, smoking is
restricted to one smoking area located adjacent to the patio, outside of
the main cafeteria on the first floor of the hospital. It is accessible by
using the cafeteria exit or by walking outdoors, past the Emergency and
Research buildings. Smoking is not permitted anywhere else, including
walkways or pathways leading to and including in front off any of main
entrances to the Hospital, Max Keeping Wing, Research Institute and the
portables. Smoking is not permitted in any of the parking lots or in any
parks on the site. We seek everyone's cooperation in ensuring that
smoking is restricted to the designated area, allowing us to provide a
smoke-free environment for the remainder of the CHEO site.
SOCIAL WORK SERVICES
The illness and the hospitalization of a child or youth has an impact not
only on the patient, but on the family who cares for that child or youth.
Supporting patients and families through this difficult time is a priority
for CHEO social workers. Any member of the health care team
can help patients and families get in touch with a social worker.
Social workers can provide crisis assessments and counseling around
mental health issues, emergency support services after regular working
hours and counseling to patients, families and groups. They facilitate
communication between the family and the health care team and also
play a vital role in advocating on behalf of children, youth and families
for necessary community services.
20
SPIRITUAL SUPPORT
Spiritual support is available to all patients, families,
visitors and staff of any religion or those who simply
seek to assign meaning to their child's illness. A multi-faith prayer room
is located near the elevators on the third floor. Spiritual support staff can
help arrange for prayer, counseling, pastoral services and help contact a
particular denomination or faith community. Spiritual support is
available 24 hours a day, on site and on call.
SPOT TEAM
The SPOT team is a group of critical care nurses, doctors and respiratory
therapists that work with your child’s primary medical team when there
are signs that your child may be getting sicker. If you are concerned that
your child is getting sicker, ask your nurse (or nurse in charge) about
calling the SPOT team.
STAYING OVERNIGHT WITH YOUR CHILD
The patient’s immediate family can remain with the patient 24 hours a
day (maximum of two people applies during the daytime, but only one
person can stay overnight). The patient and his/her family (or legal
guardian) will identify members of the immediate family and
communicate this to their nurse.
•
•
•
•
•
•
Bed linens will be provided.
We ask that bed chairs be set up along the wall in the patient’s room
and be folded and put away by 9 a.m. every morning.
Night-lights are left on all night so that the nursing staff can assess
your child throughout the night and take their vital signs. This is an
important part of caring for your child.
The room should stay set up as it is. It was purposely set up like this
for your child’s comfort and to make it as easy as possible for our staff
to care for your child.
Limit personal possessions in your child’s room. Space is limited.
A shower is located in the Family Forum Lounge on 5-West,
additional showers are located on the first floor locker rooms area
across from the main cafeteria.
TELEPHONE CALLS
Pay phones are available throughout the hospital, including the main
and emergency entrances, and on most floors.
There are no phones in patient rooms. Parent phones are located near
21
the nurses' station and in the Family Forum Lounge which can be used
free of charge to make local phone calls only.
Cell phones and wireless devices are permitted as long as they are one (1)
metre away from any medical devices.
A TTY pay phone is located in the main entrance. The hospital also has
two portable TTYs for patients and families. One is located in the
Emergency Department and the other can be obtained though the
audiology clinic.
VISITING HOURS AND GUIDELINES
These guidelines are intended to respect our commitment to familycentered care while balancing the need to protect patients, staff and
volunteers from the spread of infections.
Visiting Hours
Visiting hours at CHEO are from 3:00 p.m. to 8:00 p.m., every
day (including weekends and statutory holidays.)
A maximum of two (2) people can visit a patient (including
bedside or playrooms). Other family members or visiting friends are
invited to wait in the coffee shop or cafeteria and take turns visiting the
patient.
For compassionate reasons, the Charge Nurse may grant exceptions to
these guidelines. Please discuss your needs with the nursing staff.
Outpatients (Clinics, Diagnostic Imaging, Medical Day Unit
and Day Care Surgery)
It is recommended that outpatients have a maximum of two (2) people
accompany them to and from appointments.
Emergency Department Visits
A maximum of two (2) people should accompany a child or youth
seeking emergency care. This will help avoid congestion in our waiting
rooms and assist in limiting the spread of infection.
YOUTH FORUM
Youth Forum is a group of adolescents who are past or present
patients and who give feedback, ideas and suggestions about
CHEO programs, services, policies and its general environment.
Their goal is to make CHEO a more youth-friendly place. Through its youthfriendly award program, the group recognizes staff members, physicians
and volunteers who excel in this area. Contact a nurse or child life specialist
to find out how to nominate a deserving individual.
22
en’
At the Childr
Children’
en’ss Hospital Foundation our mission is to further the
physical, mental and social well-being of children and their families in Eastern
Ontario and Western Quebec by raising, managing, and disbursing funds.
Below are a few ways that you could help the children and youth in our region.
Planned Giving
Special Events
Including a charitable gift to CHEO
in your will is a sure way to help
look after the children of our
community. You can make your gift
in the form of cash, stocks and
bonds, life insurance or a trust. For
more information, please call
613-737-2890.
Thanks to outstanding community
support there are over 250 special
events held for CHEO every year. If
you would like to host an event
with proceeds benefiting the
hospital please contact Carmen
Wynn at 613-737-2785. Whether it
is a barbeque, picnic, bake sale or
lemonade stand, every penny makes
a difference. We would be happy
to provide some helpful hints to
make your fundraiser a success.
Volunteering
If you are interested in
volunteering at various foundation
events please contact Vaia Dimas at
613-738-3593. To become a member
of our team you can also go online
at www.cheofoundation.com and
submit a volunteer application
form.
Share your CHEO experience
We would love to hear how CHEO
has touched your life. We have a
variety of opportunities for you to
help the hospital by sharing your
story. Email
comments@cheofoundation.com
to share your experience. We look
forward to hearing from you!
The CHEO Foundation
415 Smyth Road • Ottawa, Ontario • K1H 8M8
PHONE: 613-737-2780 • FAX: 613-738-4818 • www.cheofoundation.com
23
Notes....
24