A guide to Home and Community Care

About Us

Everyone at CCAC is dedicated to achieving our vision and mission.

Vision: Outstanding care – every person, every day.Mission: To deliver a seamless experience through the health system for people in our diverse communities, providing: equitable access, individualized care coordination, and quality health care.

Hamilton Niagara Haldimand Brant Community Care Access Centre (HNHB CCAC)

HNHB CCAC is:

• 1 of 14 CCACs in communities across Ontario, and• Funded by Hamilton Niagara Haldimand Brant (HNHB)

Local Health Integration Network (LHIN).

Your Service Plan Patient Name:

My Care Coordinator is:

Phone #: Notes:

Table of Contents Welcome to HNHB CCAC How can the CCAC help me? ........................... 1 What does my care coordinator do? ............... 2 What is a care plan? ...................................... 2 What is home care? ...................................... 3 Do I pay for CCAC services? .......................... 3 Is there a waiting period? ............................. 4 What can I do? ............................................... 4 Who provides my care? .................................. 6 What are my rights and responsibilities? ....... 6 What if I have questions or concerns? ........... 8

My service providers are:

Service Type Provider Name Phone Number

Welcome to HNHB CCAC

This booklet is your guide to home and community care and services. If you have questions or need more information, please speak with your CCAC care coordinator.

How can CCAC help me?We help you get the care you need to reach your health goals including: •Stayinginyourhome •Avoidingahospitalstay •Gettingsupportwhenyouleavethehospital. We know your community well and can recommend such services as: •Mealprograms •Supportgroups •Otherresourcestohelpyoulivecomfortablyathome.

Ifyou’refindingithardtoliveathomebyyourself,wecanhelpyou consider other living arrangements including long-term care homes.

You and your CCAC care coordinator will work together

to discover how we can best help you.

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What does my care coordinator do?Your CCAC care coordinator is a caring professional who will:•Assessyourneeds•Answeryourquestions•Workwithyouandyourfamilytodeterminetheservicesyou need •Developacareplanwithyouthatmeetsyourneeds•Coordinateyourhomecaresupportandservices. Care coordinators are regulated health professionals with who specialize in case management as nurses, occupational therapists, physiotherapists, speech therapists or social workers.

What is a care plan?Your care coordinator will work with you to assess your needs and develop a care plan that is right for you. Your care plan describes your health care goals and helps you access the services, supplies and equipment you need to meet those goals. Your care coordinator may also recommend that you access community services, such as adult day programs or meal delivery programs. Your care coordinator will contact you from time to time to see how you are doing. If your health care needs change in between visits, please call your care coordinator – your care plan may be adjusted to meet your needs. If living on your own is no longer possible, your care coordinator can help you consider other living arrangements. Information about long-term care options is also available on our website at www.healthcareathome.ca/hnhb. Once you have met the goals in your care plan, you will be discharged from CCAC services. You are welcome to contact CCAC any time your health care needs change.

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What is home care?Health care support and services provided at home or in your community are called Home Care including:

• Developingyourcareplan• Nursing care• PersonalSupport• Physiotherapy• Occupational therapy• Nutrition and diet counselling• SocialWork• Speechtherapy

Your CCAC care coordinator works with you and your family to help plan and coordinate the health services you need. CCAC works with local service providers who provide services at home, in the community and in schools.CCAC staff are focused on delivering safe, high quality care. We work with you, your loved ones and your health team including your family doctor, hospitals, health provider agencies or long-term care home. Working as a team, our goal is to help you stay independent and safe for as long as possible.

Do I pay for CCAC services?No. The care we provide is free of charge if you have a valid OntarioHealthCard.TheGovernmentofOntarioprovidesthefunding for our services.

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There may be costs related to your care such as:

•Equipment: You may need to pay for a walker or other mobility aid.

• Programs: You may be referred to a program in your community that charges a fee, such as a meal delivery program. Your care coordinator will explain any costs related to your care plan.

Is there a waiting period?There may be times when you will need to wait for certain services. This is because of the great demand for service and the limitations on resources. HNHB CCAC supports more than 80,000 people each year. If there is a delay in providing your services, your care coordinator will discuss this with you. Together, you can explore your options. If your care needs change at any time, please tell your care coordinator.

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What can I do? Makethemostinformeddecisionsyoucanaboutyourhealthcare.Your care coordinator will help by giving you lots of information and support. Ultimately, you are in charge of your care, so feel free to ask questions. Take an active role in your care. For more information about your safetyvisitwww.healthcareathome.ca/hnhbwhereyou’llfindinformation to answer common questions such as: •HowcanIbeinvolvedinmyhealthcare? •HowcanImakemyhomesafe?

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Plan what to do in an emergency. Your care coordinator will discuss the need to make plans for emergencies, such as: •achangeinyourhealthorthatofafamilycaregiver,or •acommunityemergency,suchasaseveresnowstorm

or blackout.

Hand Washing Tips

Cleaning your hands is the most effective way to prevent the spread of germs and stay healthier. Regular hand cleaning with either soap and water, or an alcohol-based hand sanitizer will reduce the risk of getting sick for both children and adults. Here are a few tips: •Washyourhandswithsoapandwater. Wetyourhandsfirstthenapplysoap.Scrubyourhandsbackandfrontand inbetweenyourfingersfor15seconds.Sing“HappyBirthday”tohelpwithtiming. Rinse and dry your hands well.

•Ifyoucannotgettoasink,useahandsanitizer.Placea“quarter”sizeamount in the palm of your hand. Rub your hands back and front and in between yourfingersuntiltheyaredry.This takesabout15seconds.

The Four Moments for Cleaning Your Hands:

•Moment 1: Before you start your day, wash your hands before you have contact with other family members.

•Moment 2: Before you prepare food.

•Moment 3: After you gotothebathroom,finishhousework or gardening or after you cough, sneeze or blow your nose.

• Moment 4: After contact with other people in public areas such as the grocery store,thedoctor’sofficeoryour local community centre.

“Cover Your Cough” to stop the spread of germs that can make you and others sick.

•Coveryourmouthandnosewithatissuewhenyoucoughorsneeze OR cough or sneeze into your upper sleeve not your hands.•Cleanyourhandsaftercoughingorsneezingwithsoapandwarm water or clean with alcohol-based hand rub.

Who provides my care?Your care will be based on the services and supports you need to be independent. For example:

•Ifyouneedhelpbathinganddressing,apersonalsupport worker will help you do the things you cannot do by yourself.

•Ifyouhaveawound,anurseineitheryourhomeorat one of CCAC’s Nursing Care Centres will help with self-care.

•Ifbalanceandwalkingisanissue,aphysiotherapistmay teach you how to move safely and regain your strength.

You may need more than one type of service and your needs may change over time. Your care coordinator is a regulated health care professional who will assess your changing needs and help you get the right care at the right time.

Based on your care needs and service provider schedules, you will receive care at a CCAC Nursing Care Centre, in your home or in the community. Our service provider partners work with HNHB CCAC to help you achieve your health care goals.

What are my rights and responsibilities?As a CCAC patient, you and your family/caregiver(s) have rights and responsibilities.

You have the right to: • Befreeofmental,physicalandfinancialabuse• Be treated in a manner that respects your privacy and

independence • Receive professional care regardless of your ethnic, spiritual,

language, lifestyle and cultural preferences • Be an active participant in determining the care and services you

need • Decidewhichpartsofyourserviceplanyouagreewith

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• A clear explanation of the services you’ll receive and who will provide them

• Express concerns about your service and decisions affecting your care without fear of retribution

• Receive printed instructions about how to appeal HNHB CCAC decisions

Ontario law requires HNHB CCAC to protect the privacy of yourpersonal health information. For more information, visit www.healthcareathome.ca/hnhbandclickonGettingCare/PatientResources/“PatientPrivacy”.

You have a responsibility to:

•treatyourCCACandserviceproviderstaffwithcourtesy and respect, free from discrimination or harassment

•agreetoletusdetermineyourneedsandauthorizeservices •provideallinformationrequired •helpdevelopyourcareplan •followtheagreed-uponplan •beavailabletoreceiveservicesattheagreed-upontimeor

tell your service provider if you are not available •tellusaboutanychangesinyoursituationthatcouldaffect

your care goals (for example, hospital stays) •returnanyCCACorserviceproviderequipmentpromptly •provideasafeworkingenvironmentforyourcare

coordinator and service providers.

A safe working environment includes:

•securingpetsduringvisitsifrequested, •notsmokingduringvisits,and •makingsurethatwalkwaystoyourhomearewelllit,

and clear of ice and snow or other hazards.

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What if I have questions or concerns?HNHBCCACiscommittedtoputtingpatientsandfamiliesfirstineverything we do. That’s why patient and caregiver feedback is so important to us. Your comments and advice assist us in making sure we continuously improve the quality of care we provide while staying focused on creating a positive care experience for all CCAC patients. If you have concerns, complaints or you’d like to let us know about something that’s going particularly well with your care, please contact your care coordinator or their manager.If you cannot resolve a concern or complaint by speaking with CCAC staff, you may call the Long-Term Care Action Line: 1-866-434-0144. This is a government service provided by theMinistryofHealthandLong-TermCare.Inaddition,somedecisionscanbeappealedthroughtheHealthServicesAppealandReviewBoard(HSARB).Fordetailedinformationabouttheprocess please visit our website www.healthcareathome.ca/hnhb. CCAC conducts regular patient satisfaction surveys. If you’re asked to participate, we encourage you to provide your feedback.

Contacting your care coordinator

Keep your care coordinator’s name and phone number handy. You can call your care coordinator any time you have questions or concerns. It’s important to tell your care coordinator if there are any changes to your health so they can assess your needs and make any changes to your care plan. If your care coordinator isoutoftheoffice,otherCCACstaffmembersareavailabletoassist.

Contacting your service providers

Keep a list of phone numbers of the agencies who schedule nursing visits, therapies and personal support. If you need torescheduleavisitorifyouhavequestionsaboutaspecificservice, please contact the service provider agency directly.

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How to Contact Us

Call HNHB CCAC’s toll free number: 1-800-810-0000 Brant 519-759-7752 Burlington 905-639-5228 Haldimand-Norfolk 519-426-7400 Hamilton 905-523-8600 Niagara 905-684-9441

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Be Involved in Your Health Care

Ask questions and tell your health care team about your current condition and any past illnesses.

• Remember to bring all of your medicines to each medical appointment.

• Makesureyoutellyourhealthcareteamaboutanyreactionsyou’ve had to any medicine or food.

• Be sure you understand what to do when you return home from a medical appointment or hospital stay.

For more information about your safety, please visit our safety tips page at www.healthcareathome.ca/hnhb

Funding support provided by: