Visitors are not permitted at Sunnybrook, with the exception of essential care partners. Read more »

A Guide for Patients Having Hip or Knee Replacement
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Hospital Information

Patient Rights & Responsibilities

You have the right to:

  • Receive effective care that is considerate, timely and respectful of your diverse views, culture, spiritual traditions, gender identity, gender expression, sexual orientation and abilities.
  • Have your personal health information remain confidential and your privacy respected.
  • Have a Substitute Decision Maker act on your behalf if you cannot make health care decisions for yourself.
  • Make choices about treatments where choice is possible and appropriate, and be informed of the health risks and benefits of those decisions.
  • Obtain a second opinion from another health professional.
  • Receive information about your health care in a language you understand, with an interpreter if desired, within reasonable limits.
  • Know the name and roles of the members of your health care team.
  • Be listened to and have time to ask questions.
  • Express concerns about care/service and be informed of the process for doing so.
  • Expect that members of your health care team will collaborate to ensure continuity of care.

You have the responsibility to:

  • Provide complete and correct information as requested to your health care team and notify them of any changes in your health.
  • Let staff know if you do not understand any or all of the information given to you, or if you have any concerns.
  • Follow your treatment or care plan to the best of your ability.
  • Make certain that the person you have chosen or who is designated by law to make health care decisions on your behalf (when you cannot) knows and understands your wishes.
  • Respect the privacy and confidentiality of others.
  • Respect the right of everyone to work together in a respectful and abusefree environment.
  • Act in a safe and responsible manner.

Office of the Patient Experience

There may be times when you or your family members need help finding information or voicing a concern. If members of your care team have not been able to help address your concerns, you may ask to speak to the Manager or contact the Office of the Patient Experience. The Consultant can listen and help resolve patient concerns in a confidential setting. Call the Office of the Patient Experience Monday to Friday from 8 a.m. to 4 p.m., (416) 967-8566.

Person-Centered Care

Person-Centered Care brings what you know, care about, prefer, and need into the centre of your health care. You are the most important partner in your care. We are here to develop a healing relationship with you that is built on trust, respect, and dignity.

We welcome your questions and want you to be active in your health care. We invite you and your family to be our partners in care.

What Can I Expect?

You can expect our health care team members to:

  • Always introduce ourselves with our name, our occupation, and tell you what we will do together with you
  • Seek out your voice by asking what’s most important to you right now, what you would like to see happen, and what would help you
  • Embed your voice by making sure you are heard and that your voice is part of your care plan, that we document your health information, and that we work together to take action
  • Work with you in a supportive and sincere manner
  • Update the Communication Board in your room on every shift

How Can I Take Part in My Care?

Share information by telling us what is most important to you. Tell us about your goals, concerns, worries, preferences, and care needs. Tell us about your family and any others who care about your health.

Ask questions. Ask us to explain your diagnosis, treatments, and care plan. Ask us about anything you don’t understand. Feel free to write questions or concerns on the Communication Board in your room.

Work with your health care team by talking about who is caring for you and what will happen after you leave the hospital. Talk with us about how we can support your emotional and physical needs. Take notes to remember details about what is discussed.

At the Holland Centre, we also use “TOPS.” Before leaving your room, each team member checks with you if there is anything else they can do for you. “TOPS” stands for Toileting, Organization of your room, Pain Management, and Support.

As a patient at Sunnybrook, we see you as a person first. Your voice is heard, we listen to you.

Educational Resources for our Patients and their Families

Our patients have told us that sometimes it is confusing to find the right information to help them manage their conditions. To help address this need, we introduced a Patient and Family Education Centre which is located in the Holland Centre Library on the 2nd floor (Room 253). In the Centre, patients, family members and caregivers can access a wide range of resources including: interactive medical models, books, DVDs, brochures, and computers with links to helpful educational websites such as those offered by the Arthritis Society. We hope you will visit the Centre! We welcome any feedback you have on how we can continue to meet your information needs.

MyChart

MyChart is an online website where patients can create and manage their personal health information based on clinical and personal information. MyChart is accessible anywhere at any time through the internet. You can learn more at mychart.ca.

Visiting Hours

A maximum of 2 visitors at a time may come to your room between 8 a.m. and 10 p.m. Children are welcome but must be supervised by an adult at all times. Timely nursing care and therapy sessions are important for your recovery so visitors may be asked to step out of your room at these times.

In certain areas, visiting is restricted:

  • Visiting is not allowed in the Post Anesthesia Care Unit (PACU)
  • For patients in the Special Care Unit, visits may be arranged through the Special Care nurses on 3 East.

Nutrition and Food Services

Information about your special diets or food preferences will be collected when you are admitted. This information helps the Food Services Department meet your nutritional needs. Personal food requiring refrigeration is discouraged because storage space is limited.

Meals are served at approximately:

  • Breakfast: 8:00 a.m.
  • Lunch: 12:00 noon
  • Dinner: 5:00 p.m.

Patients and visitors are welcome to purchase meals and snacks in our cafeteria.

The cafeteria hours are:

  • Monday to Friday - 7 a.m. to 10 a.m. and 10:30 a.m. to 1:30 p.m.
  • Saturday, Sunday and Holidays - closed
  • Revised hours may be in effect during the summer

The Gift Shop located in the main lobby offers a variety of hot and cold beverages, as well as a selection of food and snack items. See page 61 for Gift Shop hours.

Additional Costs

During your stay, there may be additional costs that are not covered by OHIP or other health insurance.

Orthopaedic Equipment

The cost of canes, crutches, splints and orthotic devices (e.g. braces, special footwear and supports) is not covered by OHIP. You will be responsible for payment for any devices that you use and/or take home.

All outstanding charges must be paid at the time of your discharge unless prior arrangements have been made. A receipt will be provided for reimbursement from your insurance company where applicable. If you have any questions or need more information about our rates or billing procedures, please contact the Business Office at (416) 967-8574.

Telephone

There is a charge of $4.00 per day for the use of a telephone. If you do not wish to have a phone please inform the Admitting Department when you arrive.

  • To make local calls, dial “9”, then the telephone number.
  • To make long distance calls, dial “0” for the Hospital Operator. You can then call collect or you may dial “9” and use your calling card. Calling cards are available at the Gift Shop.

Television

Bedside televisions are available for a fee. You can order TV service from your patient room by dialing 1999 from your bedside phone. You will require a Visa or MasterCard to complete your order. Your family members or friends may also call from any phone outside of the hospital to activate services for you by calling 1-866-223-3686 between 8:30 a.m. to 10 p.m. Monday to Friday and 11:30 a.m. to 9 p.m. on Saturdays and Sundays (excluding statutory holidays). Educational health information on channel 74 is free of charge and is available even if television services are not purchased.

Fire Safety

Our staff practice fire safety procedures regularly and the alarms are frequently tested. Should a real emergency exist, you will be informed and a trained staff member will assist you. Fire exits are clearly marked throughout the hospital.

Critical Incident Response

The hospital’s equivalent of 911 is 5555. This number is reserved for life threatening or personal safety issues only. State the nature of your emergency and provide your location so that help can arrive quickly.

Safety and Security

It is the responsibility of all staff, volunteers, visitors and patients to be the “eyes and ears” of the hospital. Together we can reduce crime and make the Holland Centre a safer place. At the Holland Centre, all staff are required to wear a photo ID badge that identifies their name, position and unit/department.

If you are unsure of a person’s identity or purpose in your room, feel free to ask them to show you their badge, or if necessary, call a nurse for assistance.

Mail, Parcels and Deliveries

Friends and family may send you gift baskets, or other gift deliveries while you are in the hospital. No latex balloons please, as some patients may have serious allergic reactions to them. Friends or family should always check first before sending flowers. Due to patient and staff sensitivities to fragrance, flowers may not be allowed. All deliveries will be brought to your room. We ask that you tell your friends or family of your expected length of stay, so that your delivery is not returned to the sender after you leave the hospital.

Newspapers

Daily newspapers are available in news boxes outside the main entrance of the Holland Centre.

Parking and Transportation

While the Holland Centre does not have parking facilities, it is close to bus and subway services at the Wellesley Station. Public parking is available west of the Holland Centre on Wellesley Street and just south of Wellesley on the west side of Church Street. Direct telephone lines to taxi services are available at no charge in the Holland Centre lobby.

Spiritual and Religious Care

While we do not have a chapel in the Holland Centre, if you’d like privacy to meditate and pray, this can be arranged upon request. Chaplaincy services are limited. If you wish to be visited by a spiritual advisor, please arrange this through your local religious community. If you wish to attend religious services outside the hospital, you may do so with your doctor’s permission.

Smoke Free Environment

At Sunnybrook Health Sciences Centre, the health and safety of our staff, volunteers, students, visitors and patient population are very important to us. As a health care facility, we strive to assist in the prevention of medical diseases such as lung cancer and chronic pulmonary diseases, asthma and other respiratory conditions that can be caused by smoking and the effects of second-hand smoke. As a result, smoking is prohibited in all areas of the hospital, which includes, but is not limited to, the inside of the building in its entirety, and exterior grounds. This policy will apply to staff, volunteers, students, visitors and patient populations that are within the boundaries of Sunnybrook Health Sciences Centre.

Fragrance-Free Policy

In consideration of patients, staff and visitors who may suffer from chemical sensitivities and allergies, we request that you refrain from wearing scented personal products such as perfumes, colognes, hairspray or aftershave when at the Holland Centre.

Cellular Phones and Wireless Devices

Patients, staff and visitors are asked not to use cellular phones or wireless devices in patient care areas as they may interfere with some patient care equipment. If unsure, please check with staff in the area.

Complementary and Alternative Health Providers

Complementary therapies such as acupuncture and massage therapy have not yet been integrated into the conventional health care model. Still, we recognize that some patients may wish to receive complementary therapies while in the hospital. Discuss your needs with your health care team. A release of liability form must be signed prior to a complementary health practitioner providing you with any treatment.

Teaching Hospital

Sunnybrook Health Sciences Centre has a strong relationship with the University of Toronto and other institutions. For patients, this means that students will often be involved in your care. All students work under the expert supervision of members of our health care team. If you have any questions or concerns about a student’s role in your care, please notify a member of your health care team.

SVA Gift Shop – Holland Centre

The Gift Shop at the Holland Centre is owned and operated by the Sunnybrook Volunteer Association (SVA). It is located in the Main Lobby and is open Monday through Friday from 9:30 a.m. to 3:30 p.m.

The Gift Shop sells a variety of assistive devices, personal care products, books/ magazines, hot/cold beverages, food items, giftware and much more. Cash, Visa, Mastercard, Debit, and PayPal (online) are accepted. For your convenience, you may order from the shop online at sunnybrookgiftshop.ca. The Gift Shop is pleased to offer free delivery within the hospital at Holland Centre and Bayview Campus sites and world-wide shipping at a reasonable cost.

Contact us at: (416) 967-8508 or visit sunnybrookgiftshop.ca

Volunteer Services

Some of our services are organized and operated by volunteers, many of whom are former patients. These dedicated volunteers meet regularly through the year, host fundraising events for the Holland Centre, and add important “extras” to the services provided by our staff. If you are interested in becoming a volunteer for the Holland Centre, please call Volunteer Resources at (416) 480-4129 or visit sunnybrook.ca/volunteer.

Protecting Your Personal Health Information

Sunnybrook Health Sciences Centre is taking a leadership position in the promotion of personal information privacy rights and obligations on behalf of all members of our staff and patient communities.

Personal information is anything that can identify you as an individual such as your name, your social insurance number, or information that is specific to you such as a test result with your name on it. Keeping personal information private means you have the right to know how and where personal information is being used within the hospital. It also means Sunnybrook Health Sciences Centre has an obligation to ensure that the information is kept confidential. Sunnybrook is taking active steps to ensure that the hospital follows best practices in respecting staff and patient personal information privacy rights. To ensure we comply with information privacy principles, Sunnybrook Health Sciences Centre has appointed a Chief Privacy Officer to oversee the activities involved with establishing comprehensive privacy management policies and procedures.

For more information, or to make a comment or complaint regarding personal health information privacy, you may email our Chief Privacy Officer at privacy@sunnybrook.ca, or contact the Privacy Office at (416) 480-6100, ext.1236.

The Hospital Foundation

The mandate of Sunnybrook Foundation is to raise funds to support the essential growth and development of Sunnybrook Health Sciences Centre in the areas of facility development, equipment, education and research. Your support is critical to the long-term delivery of quality health care for the citizens of Toronto, the GTA, and Ontario. If you would like to make a donation, you may contact the Sunnybrook Foundation at:

Sunnybrook Foundation (Holland Centre Site):

  • 43 Wellesley St. East, Room 279
  • Toronto, Ontario M4Y 1H1
  • Telephone: (416) 967-8628

Sunnybrook Foundation (Bayview Site):

  • 2075 Bayview Ave., Room H332
  • Toronto, Ontario M4N 3M5
  • Telephone: (416) 480-4483

sunnybrook.ca/foundation