guidebook for patients - bc cancer for the southern interior contact list _____ 37 partners in care:...

Guidebook for PatientsSindi Ahluwalia Hawkins Centre for the Southern Interior

Sindi Ahluwalia Hawkins Centre for the Southern Interior

399 Royal Avenue, Kelowna

250 . 712 . 3900

2 BC Cancer Agency Guidebook for Patients

Contents

Introduction to the BC Cancer Agency ____________________________ 3

Where is the BC Cancer Agency centre where I will receive treatment? _ 4

BC Cancer Agency, SAHCSI Floor-by-Floor Services/Facilities __________ 5

How can I arrange for transportation? ____________________________ 6

Where can I stay if I’m from out of town? __________________________ 8

Where can I park? _____________________________________________ 9

STOP for the protection of our patients ___________________________10

What do I need to bring to my first visit? __________________________ 11

What happens at my first visit? __________________________________12

Who will be on my healthcare team? _____________________________ 14

What kinds of questions can I ask my doctor? ______________________16

What resources are available to me? _____________________________ 18

What other resources are available to me in the community ? ________ 26

Frequently Asked Questions ___________________________________ 28

Where can I get information on Fair Pharmacare? ___________________31

How is my personal information collected, used, and shared? _______ 32

Commonly used terms_________________________________________ 34

Centre for the Southern Interior Contact List ______________________ 37

Partners in Care: Our Mutual Commitments _______________________ 39

BC Cancer Agency (BCCA) Patient Number: _____________________________

Important Contacts: ________________________________________________

__________________________________________________________________

__________________________________________________________________

Medications: ______________________________________________________

__________________________________________________________________

BC Cancer Agency Guidebook for Patients 3

The mission of the BC Cancer Agency is to:

• Reduce the incidence of cancer

• Reduce the mortality rate of people with cancer

• Improve the quality of life for people living with cancer

British Columbia has six regional health authorities and two provincial health authorities – the Provincial Health Services Authority (PHSA) and the First Nations Health Authority. PHSA governs and manages agencies and organizations that plan and/or provide health services on a province-wide basis.

The BC Cancer Agency is one of the member agencies of PHSA and has six cancer centres:

• Vancouver Centre

• Abbotsford Centre

• Fraser Valley Centre (in Surrey)

• Vancouver Island Centre (in Victoria)

• Sindi Ahluwalia Hawkins Centre for the Southern Interior

(in Kelowna)

• Centre for the North (in Prince George)

Introduction to the BC Cancer Agency

PrinceGeorge

Kelowna

VancouverSurrey

Abbotsford

Victoria


Where is the BC Cancer Agency Centre where I will receive treatment?

Cam

pbel

l Road

see map below

To West Kelowna

To Vernon

Staff ParkingWest Parkade

Staff Parking

East Parkade

PAN

DO

SY S

TREE

T

AB

BO

TT S

TREE

T

ROYAL AVENUE

PANDOSY SKYWALK

Public Emergency Entrance

ROSE AVENUE

STRATHCONA AVENUE

Lane

BC Cancer AgencySAHCSI

AbbottBuilding

Cancer Centre Parking

Interior Heart &

Surgical Center(IHSC)

StrathconaBuilding

KGH Centennial

Building

ClinicalAcademicCampus

Dr. WalterAndersonBuilding

Laboratory

RoyalBuilding

Staff Parking

Public Parking

Public Entrance

LEGEND

Kelowna GeneralHospital

Volunteers are available in the cancer centre and the hospital to help you find your way.

399 Royal Avenue


BC Cancer Agency, Sindi Ahluwalia Hawkins Centre for the Southern Interior floor-by-floor services/facilities

1st Floor Main Lobby:– Reception/Switchboard– BC Cancer Foundation Office– Library/Cancer Information Centre (CIC)– Volunteer Services– Courtesy PhoneAmbulatory Care Unit (ACU)– Radiation Therapy Clinics– Systemic Therapy Clinics– Medical Day Care– Pain & Symptom Management Clinic– Patient & Family Counselling– Nutrition Services– PreventionMould RoomCT Simulator RoomsDentistry Radiation Therapy Treatment Units Brachytherapy UnitHallway link to Kelowna General Hospital

2nd Floor Chemotherapy RoomPharmacyHealth Information Management AdministrationMeeting RoomsOkanagan Room Clinical Trials


The BC Cancer Agency is not able to offer a transportation program for patients. We encourage you to ask family members and friends to assist you with transportation to the cancer centre.

If you are unable to find a ride to your appointment(s) at the cancer centre, there are other programs which may be able to assist you. Most of these programs require 24-48 hour notice to arrange service.

In order to provide you with the best care, your appointments require careful coordination. We may not be able to adjust your appointment dates and times to meet the booking requirements of some of these transportation service providers.

If you cannot keep your scheduled appointment, please let us know as soon as possible.

The Freemasons Volunteer Driver Program

This volunteer program provides patients with a ride to and from treatment appointments within the Central, Northern and Southern Okanagan areas. Patients must be able to get in and out of a car unassisted or have someone with them who can assist them, in order to use the service. Patients must also be willing to share a ride with others, and have flexibility in pickup and drop off times. A limited number of rides are available daily and only in limited communities.

To book a ride with the Freemason’s Program please contact: 1.800.299.0288 or 250.712.1101. Please call at least 24-48 hours prior

to your appointment.

How can I arrange for transportation?


Ministry of Health Travel Assistance Program (TAP)

TAP is available to eligible BC residents who must travel outside their home community to obtain non-emergency, physician-referred specialist medical care, and whose travel expenses are not covered by third party insurance or other government programs. TAP provides discounted rates for ferries, ground transportation such as buses (not BC Transit) and some airlines.

To be eligible, you must be a BC resident and enrolled in the MSP; you must have a physician’s referral for medical services that are not available locally. Escorts are also eligible if travelling with those incapable of independent travel.

Forms are available from the Information and Admitting desk in the lobby, or at the Patient and Family Counselling office.

For more information please call: 1.800.465.4911Or visit the website: www.health.gov.bc.ca/tapbc/tap_patient.htmlTo book reservations once forms are filled out please call: 1.800.661.2668

Interior Health “Health Connections” describes travel assistance programs in your community: www.interiorhealth.ca/YourStay/GettingThere/Pages/default.aspx

In order to provide you with the best care, your appointments require careful coordination. We may not be able to adjust your appointment dates and times to meet the booking requirements of some of these transportation service providers.

If you cannot keep your scheduled appointment, please let us know as soon as possible


Canadian Cancer Society Southern Interior Rotary Lodge 2251 Abbott Street (beside the Sindi Ahluwalia Hawkins Centre for the Southern Interior) Low cost accommodation including meals. To register or to cancel a reservation, call the Lodge at 250.712.2203Local Hotels providing reduced rates for cancer patients include:

Oasis Inn 1884 Gordon Drive, Kelowna, BC, V1Y 3H7250.763.3657 or 1.888.493.8893

Siesta Suites 3152 Lakeshore Road, Kelowna, BC, V1W 3T1250.763.5013 or 1.800.663.4347

Kelowna Inns and Suites 1070 Harvey Ave, Kelowna, BC V1Y 8S4250.762.2533

For more information on travel and accommodation, or for information on financial assistance, please contact Patient and Family Counselling at 250.712.3963 or 1.888.563.7773 ext. 683973

Where can I stay if I’m from out of town?


Patient parking is available in the Royal Avenue parking lot, close to the main entrance.

How much does it cost?Parking rates are $1.50/hour, $5.00/day, $20/week or $53/month (30 days). *Rates are subject to change without notice.

Where can I get a patient parking pass?When you arrive, purchase parking from the parking dispenser adjacent to the front entrance.

What if I’m a long-term BC Cancer Agency patient?Parking passes for long-term BC Cancer Agency patients are valid only for the period issued and are non-refundable. The pass is applicable for parking in the patient parking lot only.

How can I pay?The parking pass dispenser only accepts credit cards or coins. Unfortunately, there is no change available on site. Please come prepared.

If parking charges create a hardship for you, contact Patient and Family Counselling at 250.712.3963.

Where should I direct my parking pass enquiries?Please forward any concerns or issues with the parking to Impark Kelowna at 250.763 9905.

Note: Short term parking is available on surrounding streets, and there are other parking facilities at Kelowna General Hospital. Please refer to map on page 4.

Where can I park?


Patient Safety

At our centre we try to be a welcoming place where people feel comfortable. We are a busy medical clinic with some risks and hazards, so we suggest patients and families wear non-slip, closed toe shoes when in the building.

Infection control information is posted at all BC Cancer Agency entrances.

Please inform your health care providers if, at any time during the course of your treatment, you develop any of the following symptoms:

• Fever • Diarrhea • Cough/respiratory symptoms • New Rash (e.g. Shingles)

Patients experiencing respiratory symptoms may be asked to wear a mask while visiting the centre.

Please inform your health care providers if you have been diagnosed with or exposed to an infectious disease or “superbug” (e.g. CPO, CRE, MRSA, VRE, or C.difficile)

Please keep in mind that hand hygiene is the single most effective way to prevent the transmission of infectious illness. Alcohol based hand rub is considered the most effective method of cleaning your hands when they are not visibly soiled.

Please ask your health care providers for information on how to hand wash.

“STOP” For the Protection of our Patients:


What do I need to bring to my first visit?

• Two pieces of ID such as your BC Care Card, driver’s license, or other picture identification

• All your prescription, non-prescription, herbal and alternative medications in their original containers so that the physician may review them with you

• The names and telephone numbers (work and home) of two contact people

• Your health history and any allergies that you may have

• Any medical imaging studies such as X-rays, CT, Ultrasound, PET, Nuclear medicine or MRI which you may have on CDs or DVDs that you may have been given by other physicians or hospitals

• A list of any questions you may have

• Any advance care plan directives or documents that you have available to share with your doctor


What happens at my first visit?

During your first visit, you will be in the centre for at least two or three hours. You may find it helpful to bring someone with you for company and support as this first visit can be overwhelming. Having a family member or close friend accompanying you at your appointment can help you to gather all of the new information.

If you require an interpreter at the appointment, let our team know ahead of time and they will make arrangements, if possible, for a professional interpreter.

Because of the length of your appointment, we also suggest you have a meal before coming (unless otherwise instructed) and/or bring a snack with you. If you require, there is a cafeteria at Kelowna General Hospital.

Check in with the Main Reception Desk in the front lobby. The receptionist will ask a volunteer to escort you to your appointment in the Ambulatory Care Unit (ACU). There, you will be asked to complete a health history and provide a summary of your medications. If you require assistance filling out the documents, please ask a nurse or volunteer to help you.

You will be seen by oncology nurses and an oncologist (a cancer specialist) in the ACU. Your health history will be reviewed, the oncologist will do a physical examination and discuss any reports and results with you. The oncologist will then talk about a treatment plan and an ongoing care plan with you and your family.

The oncologist may arrange for blood tests, X-rays, and/or other medical imaging studies. You may have to wait for the results of these tests before the best treatment can be designed for you. The role of the oncologist is to advise you about your cancer based on all the information known.

If you have pain or other symptoms, your oncologist may help you and your family doctor manage these, or may refer you to the pain and symptom management team, or other specialists.


If your diagnosis and/or treatments affect the mouth region, you may be referred to see a dentist in our Oral Oncology department. This may happen on the same day as your initial visit, or on a future date. It is recommended to avoid eating or drinking prior to this consultation, as there may be time-sensitive treatment recommendations that require an empty stomach that result from this visit.

Asking questions and taking notes, or having a loved one assist you in this manner, is a great way to stay involved in your treatment plan. Being informed and prepared may help to make the process less overwhelming.

At the end of your visit you may be given an appointment card. This card will contain your next appointment, your oncologist name and your BC Cancer Agency identification number. This identification number is used by staff at the centre to identify you and plan your care.

Sometimes, no further appointment is required and the oncologist will refer you back to your family physician or surgeon.


Your healthcare team is a group of healthcare professionals who work to treat your cancer. They may include:

Medical Oncologists are doctors who specialize in diagnosing and treating cancer using chemotherapy, hormonal therapy, biological therapy, and targeted therapy.

Radiation Oncologists are doctors who specialize in the treatment of cancer using radiation therapy as the main mode of treatment.

General Practitioners in Oncology (GPO) are general practitioners who have special training in oncology and provide treatment and care of cancer. They work closely with your oncologist to support you during your treatments and monitor your plan, thus you may not see your oncol-ogist at every clinic visit.

Nurse Practitioners are advanced practice nurses who specialize in the treatment and supportive care of oncology patients. They work closely with your oncologist to support you during your treatment and monitor your treatment plan.

Registered Nurse (RN) and Licensed Practical Nurse (LPN) provide nursing care. Nurses often have the most contact with you and will answer questions, give medicine and provide emotional support. Oncology nurses have special training in care for people with cancer.

• Pain and Symptom – Palliative Care Nurse has additional knowledge and experience in supporting patients to manage symptoms and provide palliative care.

• Systemic (Chemo) Nurses have specialized knowledge and training in the administration and side effects of chemotherapy.

• Radiation Nurses have specialized knowledge and training in the effects of radiation therapy, including brachytherapy.

• Clinical Trials Nurses have training to provide care when patients are participating in a treatment where new drugs, devices and techniques are beingtrialed. They will assist in coordinating your care and treatments related to a clinical trial.

Who may be on my healthcare team?


Dentists assess your mouth to see if there are any concerns that need to be addressed prior to radiation or chemotherapy. They will also advise you in mouth care during and following your treatment.

Family Doctor or General Practitioner (GP) provides general, primary healthcare to you. They play an important part in continuing your care, especially after your cancer treatments are over.

Health Unit Clerks work directly with the doctors and nurses to organize and schedule your appointments and tests.

Pathologist uses a microscope to look at samples of tissue taken from the body in order to diagnose illness or see how cancer is being affected by treatment.

Pharmacists prepare cancer drugs and other medications. They also provide education and support to patients and families about medications and their side effects.

Physicists have overall responsibility for the technical aspects of treatments in the radiation therapy department.

Psychiatrist helps you and your family understand and cope with feelings, worries and behaviors.

Radiation Therapists plan and deliver radiation therapy treatments. They teach patients about radiation therapy and help assess and guide them on radiation side effects. Patients having radiation therapy treatments see their team of radiation therapists every day.

Registered Dietitians (RD) can answer your questions about diet and nutrition throughout your treatment and recovery.

Social Worker/Counsellors help to support you and your family in coping with the illness and its treatment. Social workers can provide or refer you to counselling, support groups, financial assistance, and other resources.

Volunteers are here to support the experience of patients, families and visitors during their time at the centre. They are available to offer you assistance and comfort. They can help direct you or refer you to health care staff. They will offer refreshments and companionship while at the centre.


What kinds of questions can I ask my doctor?

Cancer centres and other healthcare facilities are very busy places. There may be several healthcare providers caring for you at once. You may need a lot of tests and procedures and you might feel that the amount of information is overwhelming and not clear to you. Therefore, it is important that you remain an active member of your healthcare team and ask questions to understand the information. Don’t be afraid, embarrassed, or hesitant to ask for exactly what you need from your team. It is important to be involved in all decisions that affect you. Also, sometimes taking notes can be helpful so you can refer back to them and share outcomes of meetings with family and friends. Here are sample questions for you:


• What type of cancer do I have?

• What stage is the cancer? What does that mean?

• What is the grade of the cancer? What does that mean?

• What can be done to treat this cancer?

• What is chemotherapy?

• What is radiation therapy?

• What are the short-term and long-term side effects of these treatments?

– How long will they last?

• What is a complementary therapy?

• What is an alternative therapy?

• Will I have to purchase any drugs outside of the cancer centre?

• Will these drugs be covered by my Fair Pharmacare?

• What kinds of feelings (such as sadness, anger, vulnerability, loss of control) am I likely to have after the surgery or other treatments?

• How might the treatment impact my sexuality?

• Where can I find help for me and my family and friends to cope with our feelings?

• When will I get back to my normal energy level?

• Will I be able to work while on treatment?

• Are there any symptoms that I should report right away?

– What constitutes an emergency? – Who do I call?

– When should I go to the emergency room?

• Are there any clinical trials I may be eligible for?

• Are there any changes I can make to my lifestyle to improve my health?

• How does being a smoker affect my treatment?

• Who should I contact if I have additional questions?


What resources are available to me?

Resources at the BC Cancer Agency:

BC Cancer Agency Library

The BC Cancer Agency offers library and information services to patients, their families, members of the public, and health-care professionals. Library staff will help you find information on: cancer treatment, clinical trials, coping with cancer, information for children, cancer information in other languages, relaxation techniques, etc. Books and audiovisuals (DVDs, videos, CDs) can be freely borrowed for four weeks at a time. Library materials can be mailed to borrowers outside the lower mainland with free return mailing labels. The library can also help you find reliable and accurate internet sites on your condition and treatments.

Feel free to ask a volunteer for assisstance. Our Library is located on the first floor of the cancer centre.

www.bccancer.bc.ca/library email: [email protected]

Dentistry

Dental services are available by referral from your oncologist. The dentist will take needed xrays, and see if there are any concerns to be addressed prior to radiation or chemotherapy. They will also advise you in mouth care during and following your treatment. Our services are not to provide routine or needed dental care unrelated to direct care for your cancer treatment.

Patients receiving radiation therapy may experience a number of side effects relating to their oral care and mouth comfort. The dentist will see you if your oncologist determines that you may experience some of these side effects and provide you with appropriate care. Our dental staff will also assess you at the end of your treatment. They will work with your community dentist to ensure they understand what your long term care needs are.

Interpreters

If requested, an interpreter may be booked by the booking clerk when they contact you to set up your appointment.


Nutrition Services

If you are having difficulty eating or drinking, or if you are losing weight during treatment, ask your nurse or doctor to make a referral to the dietitian. Nutrition is important in cancer care to help reduce treatment side effects and to help you maintain your weight. A registered dietitian is available, by appointment, for counselling Monday to Friday. Advice can also be given by telephone.

You can also call our Oncology Dietitian at Health Link BC 8-1-1 for more general nutrition questions.

www.bccancer.bc.ca/our-services/services/nutrition www.bccancer.bc.ca/health-info/coping-with-cancer/nutrition

Please refer to page 37 for contact information.

Pain and Symptom Management/Palliative Care

All cancer patients are welcome to contact Pain and Symptom Management/Palliative Care. Palliative care is an approach that improves the quality of life for patients and their families facing the problems associated with life-threatening illness. This care encompasses the prevention and relief of suffering by means of early identification, assessment and treatment of pain and other problems - physical, psycho-social, and spiritual. Patients come to the clinic to improve pain control, to cope with other physical problems related to cancer (for example; severe nausea, shortness of breath or fatigue), and for help with emotional and social concerns that occur in living with cancer.

What is provided:

• Review of your physical, emotional and social concerns

• Personal treatment plan, which may include medication and non-medicinal support

• Members of the team meet with patients and/or family and may offer:

– Referral to community services and resources

– Information about pain and symptom management

– Information about Advance Care Planning

Usually oncologists will initiate referrals, but referrals are welcome from other BC Cancer Agency staff, family doctors, and other specialists, and directly from patients and family members.


Patient and Family Counselling Services

It is natural to experience stress, fear, anger, helplessness or other distressing feelings when you or a family member are facing a diagnosis of cancer. Professionally trained social workers in Patient and Family Counselling Services are available to speak with you and to assist you throughout the course of your illness. Patient and Family Counselling staff members support patients, caregivers, couples and families, and offer a variety of group programs. This can include discussion and planning regarding how to talk to your loved ones, helping children to cope, assisting with treatment decision making, as well as palliative and end of life care and concerns. Assistance and information concerning trans-portation, accommodation, community services, interpreters, financial concerns, prescription costs, returning to work and other practical resources are also available.

www.bccancer.bc.ca/health-info/coping-with-cancer


Pharmacy

Pharmacy provides a full range of services for both inpatients and outpatients. Outpatient cancer treatment medications are provided free of charge at the pharmacy on the 2nd floor. Pharmacy also provides medications for intravenous administration and for patients admitted to Kelowna General Hospital. Medication counselling, medication review, and drug information services are also provided for both outpatients and inpatients. The Outpatient Pharmacy is open for service Monday to Friday from 9:00am to 12:00pm and 1:00pm to 4:30pm (closed on weekends and statutory holidays).


Prevention Programs

For cancer patients, their families, and the general public, focusing on the five main modifiable risk factors for cancer is important for overall health. For those cancers that are preventable, the preventable risk factors are:

• Tobacco use• Poor diet• Being overweight• Lack of exercise• Sun/tanning bed damage

For more information on these five lifestyle factors, we offer a free 30 minute online course called “Healthy Living and Cancer Prevention: Tips for Success”. This course can be found at: https://learninghub.phsa.ca

For those who have experienced cancer and are at risk for a second primary cancer, as well as those who have never had cancer, making lifestyle choices based on these modifiable risk factors can be helpful. Prevention is the very first stage in the continuum of cancer care that BC Cancer Agency provides.

Prevention Programs take an evidence-based approach to educating about healthy lifestyle choices related to cancer prevention. We offer cancer prevention information to patients, their families and the general public and support programs such as Healthy Living Schools, Sun Safe Daycares, and Stop Smoking Before Surgery.

• Our main website is located at: www.bccancer.bc.ca/health-info/prevention-screening/prevention

• For information on Sun Safety, visit the interactive website at: www.suntips.ca

• Our interactive award winning youth oriented site is located at: www.hi5living.org


Tobacco Cessation During Cancer Treatment

Stopping smoking can improve the outcomes of your treatment and recovery. It is best to stop as soon as you can. For example, at the time of diagnosis. If you stop you can expect:

• A better overall response

• Better outcomes with some treatment drugs

• Reduced risks of re-occurrence

• Reduced incidence of second primary cancers

• Increased survival rate.

• Your perioperative risks of general anaesthesia will be reduced.

• A positive effect on wound healing

For support to stop smoking contact:www.Quitnow.ca or call HealthLink BC at 8.1.1

This online resource outlines the variety of support available and is free to all BC residents. You will find on-line planning tools, access to individual and group telephone counselling, text support messaging, information about free nicotine replacement therapy products and subsidized medica-tions, access to group discussion forums and a variety of additional helpful resources.

Support Groups

Patients and family members can attend stress reduction and support groups offered at the Cancer Centre in Kelowna. Please contact Patient and Family Counselling Services at 250.712.3963 for more information.


Survivorship

Survivorship is a key component of the cancer care continuum. It is the link between treatment and recovery and between the patient, the cancer agency, and their primary care team. Survivorship resources and services are intended to help a person cope with their new normal, while also ensuring their health care providers have the education, tools, and resources they require to provide high quality care to cancer survivors.

Our vision: All survivors, and those who care for them, are supported and empowered to live their best lives with and beyond cancer.

Together with our partners, we develop and implement programs and services, tools and resources, and education and orientation. We also participate in and lead research that supports the ongoing improvement of care and experience for all cancer survivors in British Columbia and Yukon.

• The Survivorship and Primary Care webpages provide information and links to resources that support patients, and those who care for them, to live well in their “new normal.” www.bccancer.bc.ca

If you have any questions about the Survivorship and Primary Care Program please email: [email protected]


Telehealth

Telehealth is the use of technology such as video conferencing to provide health care services across the province. Arranged from a private location in your community, telehealth enables you to see and speak with a health care professional at the cancer centre without having to be there in person. You are able to ‘meet’ with your health care professional using a television screen, video camera, and microphone, that operate over a secure network. This videoconference may mean you do not have to travel to the cancer centre for all appointments.

This service is available for out-of-town patients in many communities throughout the province. For further information about telehealth services and to see if they are appropriate for you, please discuss with your health care professional.


What other resources are available to me in the community?

CancerConnection – Canadian Cancer Society

CancerConnection will match you with a volunteer who has lived through a similar cancer experience. When you call or register online you’ll be matched with a volunteer who has lived through a similar cancer experience, including the type of cancer, the course of treatment, and similarities in lifestyle. All conversations are confidential and allow you to talk to someone who really understands what you are going through. Email: [email protected]: 1.888.939.3333

Cancer Information Service - Canadian Cancer Society

The Cancer Information Service (CIS) offers general information about cancer as well as services available for cancer patients in communities throughout the province. It is open 9am-6pm Monday to Friday. Service in Chinese is available Tuesday and Thursday from 6:30pm-8:30pm. Email: [email protected]: The Canadian Cancer Society at 1.888.939.3333


Canadian Red Cross – Health Equipment Loan Program (HELP)

The Red Cross loans out basic health equipment, including wheelchairs, bath aids, toileting aids, walking aids, and other aids to daily living. Enquire about a referral with a doctor/nurse/physiotherapist/ occupational therapist for all equipment loans. For details, depot location, operation hours, and availability of equipment, visit: www.redcross.ca and follow the links to the HELP Program

HealthLink BC

British Columbians have trusted health information at their fingertips with HealthLink BC at www.healthlinkbc.ca

You can learn about health topics, or find health services and resources near you on their web site. Call 8-1-1, 24/7, every day of the year.

Home and Community Care

Home nursing/home support services: Central switchboard 250.980.1400 in Kelowna

Refer to telephone directory or Interior Health Website for other communities and services.


How does the BC Cancer Agency relate to my family doctor?Your family doctor will receive reports and information about what is happening at the cancer centre. He/she will remain your primary physician and you should continue to see him/her for other health issues. Your family doctor can also be very helpful in managing issues that arise during and after your treatment and provide care for you closer to home when possible.

Will I see my oncologist in the same room at every visit? You may see your oncologist in a different room at each appointment; therefore it is necessary to check in at the Main Reception.

Can I see my oncologist without an appointment?Unfortunately, we do not have a walk-in clinic. All appointments need to be pre-booked. Please call the Appointment Desk 250.712.3900 or toll-free 1.888.563.7773

How can I email the BC Cancer Agency or my oncologist?The BC Cancer Agency does not have a general email address for clinical or appointment queries. Please discuss the options for email contact with your specific oncologist. Please do not use the “Contact Us” form on the BC Cancer Agency website as that is for general enquiries only.

What if I need to change or confirm an appointment?To change or confirm an appointment please call the Appointment Desk 250.712.3959 or toll-free 1.888.563.7773

What does a blank space mean on my appointment card?If there is a blank space or a line on your card without a time, this means you will be notified by telephone with the time before your appointment or treatment.

Why is there a wait between my lab (blood draw) and my oncologist appointment?Lab results done at Kelowna General Hospital or at a community lab will take several hours to process. Some tests take days to get results.

Frequently asked questions


How can I arrange to refill my prescription?First call the pharmacy where your prescription was filled (BC Cancer Agency Pharmacy or Community Pharmacy). If refills are not available, please call your oncologist’s secretary.

Can I smoke at the centre?The BC Cancer Agency and grounds are strictly a “non-smoking” environment.

Can I use a cell phone at the centre?You may use your cell phone outside of the buildings or in the waiting areas with the exception of those areas with signage indicating cell phones may not be used.

Out of respect for others, we ask that you keep your cell phone on vibrate when in the cancer centre.

Is there internet available? Guest wireless internet is available. Please enquire at front reception or ask a volunteer for guest password.

Can I wear scent?The BC Cancer Agency is a scent free environment. In consideration of other patients and staff who have scent related allergies kindly refrain from wearing perfume, scented hairspray, cologne, scented deodorant, aftershave or other scented products. Thank you for your cooperation.

Can I bring my pet?Kindly do not bring pets into the centre. Only guide dogs and dogs pre-approved under our “pet therapy” program are permitted.

Can I bring small children to the cancer centre?You are encouraged to bring family with you to your clinic appointments. However, it is not safe to have small children in treatment areas.

How do I provide feedback?We encourage you to use comment cards available in the waiting rooms or at the front reception to submit your comments and concerns. These cards can be deposited in the box marked “Comment Cards” located across from the main Reception Desk in the lobby, or can be mailed to the centre.


Mailing address: Administration, BC Cancer Agency – Sindi Ahulawalia Hawkins Centre for the Southern Interior 399 Royal Avenue, Kelowna, BC V1Y 5L3

As well you can provide your concerns or a compliment directly through PHSA – Patient Care Quality Office at the website:

www.bccancer.bc.ca/our-services/centres-clinics/centre-for-the-southern-interior/patient-feedback

www.phsa.ca/about/accountability/patient-experience/compliments-complaints

Alternately, you can call the Patient Care Quality Office directly, Mon-Fri 8:30-4:30 at PH# (toll free) 1.866.952.2445

Are there refreshments and food available at the centre?Volunteers at the Center can offer coffee and a few snacks by donation. There is also a cafeteria and two coffee shops at the Kelowna General Hospital.

What if I need/want a copy of my health record?Release of Information department will require your written consent to release your health records. Please call 250.712.3900 local 686822

Where can I find more information online?The BC Cancer Agency website offers a wealth of information for patients and the public.

• www.bccancer.bc.ca

• www.health-info


Where can I get information on Fair Pharmacare?

All BC citizens accessing health care must be registered with Fair

Pharmacare. This is particularly important in order to receive any possible

financial subsidies or assistance with prescription drugs.

If you: • Need to register;

• Are unsure if you are registered;

• Are unsure of your qualifications for a subsidy;

• Or if you are unsure of what your deductible is

You have three choices:

1) Ask: Your pharmacist.

2) Call: Health Insurance BC Inquiry Line (Mon-Fri 8am - 8pm and Sat 8am - 4pm):

• From Vancouver call: 604.683.7151

• From the rest of BC call toll-free: 1.800.663.7100

3) Visit: The Pharmacare website at: www.healthservices.gov.bc.ca/Pharmacare

• Register for Fair Pharmacare and check the status of your registration.

If moving from another province, your healthcare may be covered during the waiting period. It is important, however to register for BC Medical Services Plan on arrival in BC.

For all of these options, you will need to provide your

care card number It is important to be aware of what Fair Pharmacare medical coverage

you have and what your ID number is so that you can receive appropriate

coverage.


When you are receiving care, treatment and services at the BC Cancer Agency, our staff and physicians will collect personal information from you. Where permitted, we may ask your family, friends, or other organiza-tions to give us information about you (e.g. copies of records, medication information or test results). Your information will be entered into our electronic health information system to assist authorized persons in quickly accessing pertinent information wherever you may be receiving care or services.

We collect, use and share your personal information under the primary authority of the BC Freedom of Information and Protection of Privacy Act (FIPPA). FIPPA and other legislations authorize us to use and share your personal information for these reasons:

How is my personal data collected, used & shared?

• To identify you and keep in contact with you about your health care

• To provide ongoing care and support of your care activities

• To help us plan, monitor, maintain and improve our care and services

• For education and training (e.g. medical students) and to conduct research with your consent or as permitted by law

• To know your eligibility for benefits and services and to arrange medical services billing

• To enable parties (e.g. Ministry of Health Services, Canadian Institute of Health Information) to confirm your identity, conduct planning and improvement activities, measure performance and fund health care

• To analyze, manage and control disease outbreaks and monitor the overall health of people

• As required by law (e.g. court order, reportable conditions) and as authorized by FIPPA


Your health information will be provided to your referring physician, other

authorized health care professionals and their support staff, or health care

agencies and facilities involved in your care to support continuous and

consistent care and service. In some cases, these health professionals

may look up your health information in our electronic health information

systems in order to provide you with direct or supporting services.

Requests for access to your health record can be made by contacting the Release of Information Office in the cancer centre where you are receiving your treatment.

Please refer to page 37 for contact information.

eHealth and your information

eHealth is a provincial initiative that allows certain aspects of your health information to be accessed by authorized health care professionals throughout the province and not just within a particular region. Each Health Authority sends specific health information to a province-wide electronic information system, where it is stored with strict protections and used for limited and authorized purposes. For more information about eHealth, please visit the government eHealth website at www.health.gov.bc.ca/ehealth


Ambulatory Care Unit (ACU)

An outpatient clinic where you will be booked to see your health care team (for example, doctor, nurse, etc).

Ambulatory Care Chemotherapy Unit (ACCU)

An outpatient unit where chemotherapy drugs are administered intravenously.

Benign Tumour

An abnormal swelling or growth that is not a malignant or spreading cancer and is usually harmless.

Biopsy

The surgical removal of a piece of tissue from a patient for microscopic examination.

Brachytherapy

The use of radioactive “seed” implanted directly into a tumour. This allows a very high but sharply localized dose of radiation to be |given to a tumour while sparing surrounding, healthy tissue from radiation exposure.

Cancer

A large group of more than 100 diseases characterized by uncontrolled growth and spread of abnormal cells.

Carcinogen

Any substance that causes cancer.

Carcinoma

A form of cancer that arises in tissues that cover or line such organs as skin, intestines, uterus, lung and breast.

Chemotherapy

Drug therapy given in a variety of different ways (eg. oral, intravenous, etc) to treat cancer.

Clinical Trials

The process by which new cancer treatments are tested in humans. Clinical trials are conducted after experiments in animals and preliminary studies in humans have shown that a new treatment method is likely to be effective.

Commonly used terms


Computerized Tomography (CT) Scan

A technique providing multiple cross-sectional X-ray images generated by computer. A CT scan can provide valuable information such as the presence, size, and location of a tumour and its impact on surrounding tissue.

Grade of Cancer

Describes the appearance of cancer cells under the microscope, and their degree of difference from normal cells.

Hormone Therapy

A treatment in which hormones (as well as anti-hormones and other factors which regulate the endocrine glands) are used to fight some cancers of the breast, endometrium and prostate.

Lymph Gland (Node)

Our bodies have a network of lymph vessels and lymph nodes. These glands or nodes act as filters for impurities in the body and concentrate lymphocytes used to fight infection. Cancer can start in these nodes or spread to them.

Magnetic Resonance Imaging (MRI)

A procedure that produces cross-sectional images of the body without the use of X-rays or radioactive materials. MRI uses a strong magnetic field, radio waves and a computer to produce excellent soft tissue images that can be read by a radiologist.

Mammography

An X-ray examination of the breasts using specialized equipment.

Metastasis

The process whereby cancer cells from the original tumour spreads to other sites in the body.

Positron Emission Tomography (PET) Functional Imaging

PET is an imaging procedure that requires the use of safe injectable tracers to help detect certain diseases, such as cancer, in the body. When combined with Computed Tomography (CT), this medical technology enables improved diagnosis of disease and enhanced treatment planning thus allowing for the most appropriate and effective choice of therapy.


Radiation Therapy

The use of radiation (high-energy rays) to kill or shrink tumour cells. Used to treat some, but not all cancers.

Stage of Cancer

There are two systems used together to classify cancer. TNM is a type of classification used to describe the extent of the cancer’s involvement in your body based on tumour (site and size), node (involvement of lymph nodes), and metastasis (spread). The second classification used is Spread of Cancer which uses a 1-4 scale system to describe the location of the cancer in your body.

Stem Cells

The immature cells from which all blood cells develop. These cells may divide to form more stem cells or mature into a variety of blood cell types.

Survivorship

In cancer, survivorship focuses on the health and life of a person with cancer, from diagnosis onward. It covers the physical, psychosocial, and economic issues of cancer. Survivorship includes issues related to follow-up care, effects of treatment, second cancers, and quality of life. Family members, friends and caregivers are also part of the survivorship experience.

Tumour Markers

Substances which provide a test for the presence of actively growing cancer; not recommended for early detection or screening of cancer but used at the BC Cancer Agency to indicate whether a particular treatment has reduced the size of a known tumour, or whether a tumour is growing.

Ultrasound

Ultrasound is a medical imaging technique that produces images from inside the body without use of X-rays or radioactive materials. The ultrasound technologist uses a probe that emits and receives high frequency sound waves over the skin to create images read by a radiologist.


Main Switchboard/General Information 8:00 am to 5:00 pm

250.712.3900 or toll-free 1.888.563.7773

Appointment Desk

For changes or questions regarding doctor, radiation therapy or systemic (chemo) therapy appointments

250.712.3900 or toll-free 1.888.563.7773

BC Cancer Agency Library

250.712.3959 or toll-free 1.888.563.7773 local 686821

Department of Oral Oncology – Dentistry

For dental emergencies, if you are unable to see your family dentist 250.712.3919

Oncology Nutrition


Pain and Symptom Management/Palliative Care


Patient and Family Counselling Services


Nursing Telephone Lines• Radiation Therapy Nurse

250.979.6643 or toll-free 1.888.563.7773 local 686643• Systemic (Chemo) Therapy Nurse 250.712.3944 or toll-free 1.888.563.7773 local 683944

Pharmacy

For information about your drug therapy, refills, side effect management or drug information questions 250.712.3952 or toll-free 1.888.563.7773 local 683952

SAH Centre for the Southern Interior contact list


Provincial Pharmacy Drug Information Line

For non-urgent questions about your drug therapy or complementary therapies

Tuesday-Friday, 8:30am-5:00pm 604.877.6000 or toll-free 1.800.663.3333 local 672235

Provincial Survivorship Program

604.877.6000 local 674619 or toll-free 1.800.663.3333 local 674619 [email protected]

Release of Information

For a copy of your health record

250.712.3900 or toll-free 1.888.563.7773

If your last name starts with the letter A - L, please dial local 686822 If your last name starts with the letter M - Z, please dial local 686814


As providers of your care we commit to:

• Treating you with respect, dignity and courtesy.

• Providing timely, competent care in a clean and safe environment.

• Partnering with you to plan your care, providing you with clear and full information to make your own health care decisions; answering your questions thoroughly and clearly.

• Maintaining the privacy and confidentiality of your health information.

• Providing an interpreter for important conversations where possible.

• Your right to provide us with feedback (compliments and/or complaints); providing you with a timely response and reassurance that it will not affect your care.

As a person receiving care you and your representatives commit to:

• Treating other patients, family members and the health care team with respect, dignity and courtesy.

• Informing us of anything that could affect your present condition.

• Participating with your health care team to develop a plan of care that meets your needs.

• Following your plan of care to the best of your ability and accept responsibility for the decisions you make about your care.

• Asking questions and informing your health care team when you do not understand information given to you.

• Understanding BC Cancer Agency’s role in health care teaching and research; as such, students, interns and residents may be involved in your care.

• Acting in a safe and responsible manner.

• Respecting BC Cancer Agency/PHSA property, policies, rules and regulations.

Partners in Care: our mutual commitments

Abbotsford Centre32900 Marshall Road

Abbotsford, BC V2S 0C2

604.851.4710 or toll-free 1.877.547.3777

Fraser Valley Centre13750 96th Avenue

Surrey, BC V3V 1Z2

604.930.2098 or toll-free 1.800.523.2885

Centre for the North1215 Lethbridge Street

Prince George, BC V2M 7E9

250.645. 7300 or toll-free 1.855.775.7300

Sindi Ahluwalia Hawkins Centre for the Southern Interior399 Royal Avenue

Kelowna, BC V1Y 5L3

250.712.3900 or toll-free 1.888.563.7773

Vancouver Centre600 West 10th Avenue

Vancouver, BC V5Z 4E6

604.877.6000 or toll-free 1.800.663.3333

Vancouver Island Centre2410 Lee Avenue

Victoria, BC V8R 6V5

250.519.5500 or toll-free 1.800.670.3322

BC Cancer Agency Research Centre675 West 10th Avenue

Vancouver, BC V5Z 1L3

604.675.8000 or toll-free 1.888.675.8001

BC Cancer Foundation150 - 686 W. Broadway

Vancouver, BC V5Z 1G1

604.877.6040 or toll-free 1.888.906.CURE/2873

BC Cancer Agency Centres

Updated December 2016

BC Cancer FoundationThe BC Cancer Foundation

is fundraising partner of the

BC Cancer Agency and the

largest charitable funder of

cancer research in this province.

Funds raised in Kelowna directly

support the cancer research

and enhancements to patient

care taking place at the BC

Cancer Agency Sindi Ahluwalia

Hawkins Centre for the Southern

Interior, supporting the best and

brightest clinical and scientific

minds and propelling new

treatment solutions for patients.

guidebook for patients - bc cancer for the southern interior contact list _____ 37 partners in care:...

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