Long Term Care Facilities Resident and Family Handbook Prince George

the northern way of caring

Long Term Care Facilities Resident and Family Handbook – Prince George

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Table of Contents

Table of Contents .............................................................................................................. i

Welcome ..........................................................................................................................1

Northern Health Mission, Vision and Values ................................................................1

Greetings from Our Chief Executive Officer .....................................................................2

Prince George Long Term Care Facilities ........................................................................4

Rainbow Lodge: .....................................................................................................4

Parkside: ................................................................................................................4

Jubilee Lodge: ........................................................................................................4

Gateway Lodge: .....................................................................................................4

Simon Fraser Lodge: ..............................................................................................4

Adjusting to Long Term Care ...........................................................................................5

Some resources that may help:..............................................................................5

Planning for Resident Health and Well-being ..................................................................6

Philosophy of Care .......................................................................................................6

Advanced Directives and End of Life Care. ..................................................................7

The Health Care Team Members .....................................................................................8

Health Programs and Services .........................................................................................9

Nursing Care .................................................................................................................9

Palliative Care ............................................................................................................ 10

Pharmacy Services .................................................................................................... 11

Resident Medications for Social Leaves: ............................................................ 11

Therapeutic Recreation Program............................................................................... 12

Family Pet Visits .................................................................................................. 12

Pet Therapy Visits ............................................................................................... 12

Musical Entertainment and Music Practitioners .................................................. 12

Walking and Exercise (Strength Training) ........................................................... 13

Diagnostic Services ................................................................................................... 13

Emergency Services .................................................................................................. 13

Medical Attention and Other Appointments ............................................................... 13

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Registered Dietitian Services ..................................................................................... 14

Prosthetic and Orthotic Services ............................................................................... 14

Occupational and Rehabilitative Services ................................................................. 14

Motorized Wheelchairs: ....................................................................................... 14

Specialized Equipment: ....................................................................................... 15

Dental Care Services ................................................................................................. 15

Spiritual Care ............................................................................................................. 16

Foot Care Services .................................................................................................... 16

Alternative Therapies ................................................................................................. 16

Hairdressing Services ................................................................................................ 16

Paid Companions, Private Nursing or Private Therapeutic Care .............................. 17

Volunteers .................................................................................................................. 17

Resident Advisory Council ......................................................................................... 17

Family Council ........................................................................................................... 18

Facility Support Services ............................................................................................... 19

Food Services ............................................................................................................ 19

Personal food in rooms ....................................................................................... 19

Laundry/Linen Services ............................................................................................. 19

Resident Clothing ................................................................................................ 20

Adaptive or Therapeutic Clothing ........................................................................ 21

Housekeeping Services ............................................................................................. 21

Maintenance Services ............................................................................................... 21

Moving into a Long Term Care Facility ......................................................................... 22

Resident Rooms ........................................................................................................ 22

Room Rates ........................................................................................................ 22

Furnishings .......................................................................................................... 22

Keys, Swipe Cards and Security ......................................................................... 22

Telephones .......................................................................................................... 23

Television and Cable Service. ............................................................................. 23

Electronics ........................................................................................................... 23

Mail Delivery ........................................................................................................ 24

Trust Fund/Comfort Fund Accounts .................................................................... 24

Snack Shop/Cart ................................................................................................. 24

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Visiting times ....................................................................................................... 24

Transportation (HandyDART, Taxi, City Bus, Recreational Program Bus) ......... 25

Visitor Parking ..................................................................................................... 25

Toiletries, Personal Items and Personal Health care Equipment ........................ 25

Health and Safety of Residents ..................................................................................... 27

Visiting When Sick ..................................................................................................... 27

Hand Washing ........................................................................................................... 27

Respiratory Etiquette ................................................................................................. 27

Scent Free Environment ............................................................................................ 27

Aggressive Alert ......................................................................................................... 27

Falls Management ..................................................................................................... 28

No Lift Policy .............................................................................................................. 28

Wandering ................................................................................................................. 28

Outings ...................................................................................................................... 29

Alcohol Consumption ................................................................................................. 29

Smoking ..................................................................................................................... 29

Items Not Allowed in Long Term Care Homes .......................................................... 29

Fire Alarms ................................................................................................................ 29

Immunization ............................................................................................................. 30

Tuberculosis Screening ............................................................................................. 30

Alternative and Natural Health Products ................................................................... 30

Ensuring Quality Care ................................................................................................... 31

Addressing Concerns and Complaints ................................................................ 31

Resources ..................................................................................................................... 32

Definition of Terms ........................................................................................................ 33

Long Term Care Facilities Resident and Family Handbook – Prince George

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Welcome

Long Term Care homes offer 24-hour care for people who have complex care needs. Our safe environment supports those who can no longer be cared for in their own home or in an assisted living residence.

All Long Term care homes funded by Northern Health offer a comparable level of services and care. In British Columbia, all care homes are either licensed under the Community Care and Assisted Living Act or governed by the Hospital Act. (See the Resources section, page 32, for full web addresses)

Northern Health owns and operates four long term care facilities in Prince George; Gateway Lodge, Jubilee Lodge, Parkside Care Facility and Rainbow Care Facility. You will probably have many questions that we hope to answer in this handbook. We also encourage you to talk with staff and managers anytime if you have questions or concerns.

Northern Health Mission, Vision and Values

Mission

Through the efforts of our dedicated staff and physicians, in partnership with communities and organizations, we provide exceptional health services for Northerners.

Vision

Northern Health leads the way in promoting health and providing health services for Northern and rural populations.

Organizational Values – The beliefs that guide our work

We treat people with:

Respect: honouring diversity and treating people fairly Compassion: caring genuinely Empathy: understanding and earning trust

We demonstrate:

Integrity: ensuring open, honest, ethical behaviour Stewardship: showing transparent, responsible and effective use of resources Quality: providing exceptional service guided by evidence

We work in a spirit of:

Collaboration: working together to better serve the people of Northern BC Innovation: learning and finding better ways to deliver health care

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Greetings from Our Chief Executive Officer

On behalf of our leadership team, I would like to extend a warm welcome to you, your family and your friends.

Northern Health is committed to providing exceptional health services for our residents, clients and patients. An important part of the health services continuum is to provide the right care in the right setting. Northern Health’s long term care facilities and community health programs provide a range of health care and support services, including when you may need to receive care in a residential care facility.

We understand that the transition from home to the hospital or to a care facility can be difficult. Our residential care facilities provide 24-hour professional care and supervision in a protective and supportive environment. The safe environment supports those with complex care needs and can no longer be cared for in their own home or in an assisted living residence. In Prince George, this includes four facilities: Gateway Lodge, Jubilee Lodge, Parkside Care Facility, and Rainbow Care Facility. All of these facilities offer a comparable level of service and care.

As in all of our facilities, dedicated staff and physicians provide excellent health services. Our work is guided by our organizational values where we treat people with respect, compassion and empathy. In our daily work, we demonstrate integrity, stewardship and quality and work in a spirit of collaboration and innovation. These are the beliefs that guide our work every day when caring for you.

We have developed this handbook for residents and families of our long term care facilities to provide you with the best information about your transition. If you have any other comments, questions or concerns, please talk with your health care team.

Thank you,

Cathy Ulrich President and Chief Executive Officer Northern Health

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Resident Bill of Rights

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Prince George Long Term Care Facilities

Rainbow Lodge:

1000 Liard Drive, Prince George. Phone number: 250-645-6497

One story facility that houses 19 residents in single room occupancy; each room has its own washroom. Common dining room and shared lounges. Fenced outside patio and walking areas. Rainbow lodge is close to a local park and within a 2 block radius of Spruceland Mall.

Virtual Tour: Rainbow Lodge Information Sheet: Rainbow Lodge

Parkside:

788 Ospika Blvd., Prince George Phone number: 250-563-1916

Parkside is a one story facility that houses 58 residents in single occupancy rooms; each room has its own washroom. Common dining room areas and shared lounges. Fenced outside patio and garden areas.

Virtual Tour: Parkside Information Sheet: Parkside Care

Jubilee Lodge:

1475 Edmonton Street, Prince George (Attached to the University Hospital of Northern BC, adjacent to 15th Avenue.) Phone number: 250-565-2286

This facility houses 66 residents with single occupancy, double occupancy or quad-occupancy rooms. Mix of private and shared bathroom space. Outside patio area and common dining and lounge areas.

Virtual Tour: Jubilee Lodge Information Sheet: Jubilee Lodge

Gateway Lodge:

1488 20th avenue, Prince George Phone number: 250-645-6100

This 3 story facility houses 109 permanent residents in single occupancy rooms with private washrooms. Common dining and lounge areas. Fenced outdoor patios and garden space.

Virtual Tour: Gateway Lodge Information Sheet: Gateway Lodge

Simon Fraser Lodge:

2410 Laurier Crescent, Prince George Phone number: 250-563-3413

Simon Fraser Lodge is a 2 story facility with 130 residents. There are two types of accommodation: fully private rooms and private rooms with shared bathrooms. The type of care services ranges from complex care to specialized dementia care. 31 rooms are dementia special care beds. Each neighbourhood has their own courtyard and walking areas. Resident Handbook to be provided upon admission. Information Sheet: Simon Fraser Lodge

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Adjusting to Long Term Care

Moving to a long-term care facility is not easy. It is a difficult decision that usually comes at a time in a person’s life when there have been many changes, turmoil and unknowns. The result of having to move to a long-term care facility may worsen the recent changes and losses for the new resident. Many families would say the decision to admit someone they love to a long-term care facility is one of the hardest they have had to make.

For a newly admitted person the move into a long-term care facility may feel overwhelming; a person may experience changes to their independence, role, and family support. Talking openly about the move and being involved in decision-making may lessen the anxiety of moving.

For some families questions such as, “Have I done the right thing? How will the staff know my dad or mom or spouse as well as I do? How will they know what he or she needs? Can I forgive myself?”, continue long after admission but for most, building trust and connections with the health care team decreases these concerns and questions.

Suggestions to help making the move easier for residents and families include:

Talk openly about the move

Focus on the positive

Become involved in decisions and activities related to your loved one’s care

Share information with the staff about the resident, their family and friends

Personalize the resident’s room

Ensure the resident has enough personal supplies and clothing

Get involved in activities of the Resident or Family Council

Visit when both resident and family feel comfortable

Ask questions

Some resources that may help:

Alzheimer Society of Canada

BC Ministry of Health Long Term Residential Care

If you still feel uneasy about your move to long-term care, contact your social worker. He or she will be able to help with the transition.

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Planning for Resident Health and Well-being

Philosophy of Care

A team approach is used to support quality of life for each resident focusing on the medical, physical, social, spiritual and psychological needs of the resident. The interdisciplinary team values:

Getting to know the resident as a person and building relationships

Respecting a resident’s preferences and treating the residents as partners in setting goals, planning care and making decisions about care, treatment and outcomes.

Communicating and sharing information in ways that are affirming and useful

Recognizing the importance of a calm, relaxed environment

Supporting the resident’s strengths and abilities

Using creative ways to include and enable residents and their families to work together with staff to enhance resident care and well-being.

Families are encouraged to participate in the resident’s day-to-day care and activities whenever possible. Staff will advise family members on what they can do to help. Family involvement is an opportunity to reduce anxiety, to show the resident that even though they are away from home, they are still an important part of the family and still dearly loved and not forgotten.

During the first few weeks of admission to a facility, the health care team develops a Care Plan for each resident. This Care Plan includes the resident’s wishes and goals for their health and well-being and is one of the important first steps to ensuring safe and appropriate care.

The resident will be observed, assessed, and asked questions about themselves. If the resident cannot answer these questions, staff will interview the family or person representing the resident. This information about the resident assists health care staff to understand personal and health history, preferences and wishes of the resident and helps guide the Care Plan. The Care Plan is updated annually and more often if needed, for example if the resident becomes ill or their health care needs change.

The next step aims to ensure a resident receives the appropriate type of care for their health needs. For this aspect of the Care Plan, the health care team uses the assessment and Care Planning tools of the Resident Assessment Instrument – Minimum Data Set version 2.0 (RAI-MDS) which is a set of computerized care

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management tools. Health care team members assess specific aspects of a resident’s health status, their needs and preferences, strengths and abilities and health risks. Following this assessment, the RAI-MDS tool guides the health care team in developing a Care Plan. As every resident is different and each facility unique every Care Plan will be distinctive. The aim of Care Planning is to best address a resident’s needs and deliver individualized care.

Advanced Directives and End of Life Care.

For more information on Advance Care Plans or Advance Directives, follow this link: http://northernhealth.ca/YourHealth/AdvanceCarePlanning.aspx or ask your social worker for more information.

All Long Term Care Facilities in Northern Health use the Medical Orders for Scope of Treatment (MOST), MOST form. Physicians use this form when they have conversations with residents and families regarding the resident’s wishes and treatment options. This form guides the nursing staff on what they should do in emergency situations and in the event of a sudden decline in medical/health status or terminal illness.

The health care team will endeavour to support the resident and their family/friends through all situations and stages of a resident’s life. For many people it is difficult to think about death and to plan for this event, however, it is much easier to make decisions and relevant arrangements prior to this event taking place.

Health care staff are available to assess and support a resident in the event that their health status changes. Palliative Care is an approach to health care for individuals that are living with life limiting and end stage illness. The goal of palliative care is to provide the best quality of life for the resident by preventing suffering and promoting dignity. This is accomplished through pain control and management of other symptoms.

When a resident has reached the end of their life and passes away it can be a difficult and emotional experience. Staff will support families and loved ones through this tender time. While it can be a challenge managing any logistics or planning, it is expected that a person’s personal effects be removed from the room within 48 hours in order to facilitate availability of the room as efficiently as possible. As the team worked to make the resource available to your loved one when they moved in, it is our desire to do so as promptly as possible for another who will also be in need of Long Term Care.

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The Health Care Team Members

The following professions may take part in your care depending on your particular care needs. Each facility has assigned team members who will meet with you soon after your admission and periodically during your stay based on your needs.

Manager of Residential Care: is responsible for daily operations, safety and well-being for all residents and staff. Managers have an open door policy and are always happy to receive feedback from residents and family members.

Clinical Care Coordinator: oversees nursing staff, coordinates nursing care and supervision and monitors the health condition of residents. The Clinical Care Coordinator arranges meetings with the resident, family and the health care team at varying times to discuss resident well-being and bring forward any concerns.

Facility Unit Clerk/Receptionist: assists residents and families with trust/comfort accounts, billing issues, and arranging transportation if needed. The Unit Clerk/Receptionist is an important contact and support person for families

Nursing Staff: includes Registered Nurses (RN), Licensed Practical Nurse (LPN) and Residential Care Aides (RCA). Nursing staff are responsible to provide daily personal care, medications, treatments and supervision.

Allied Health care Staff include: Social Workers, Occupational Therapists, Dietitian, and Recreation Therapists. These staff provide consultation and programming related to resident care and well-being.

Recreation Program Coordinators and Rehab Assistants: are Support Services staff who work alongside the allied health care staff and the residents as they are necessary to the planning, implementing and evaluating of programs.

Support Services staff include: Housekeeping, Dietary, Laundry and Maintenance staff. These staff ensure facilities are clean, safe and a comfortable environment to live and work in.

Physicians (with admitting privileges) provide oversight of the resident medical care and treatment. They collaborate with nursing and allied health staff to ensure the health care goals of the resident are best met. Nursing staff at facilities can access a group of “on-call” physicians should a resident not have a dedicated personal physician.

Pharmacist: pharmacy services provide resident medications according to the Physician orders. Pharmacy staff work with the health care team to ensure medications are suitable and available.

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Health Programs and Services

Nursing Care

Professional nursing staff provide ongoing assessment of the resident’s care needs, communicate care needs to families and the care team members, coordinate care in partnership with the resident, family and other care team members and develop nursing Care Plans that reflect the resident’s needs. The nurse is also responsible for administering medications, treatments and the evaluation and monitoring of care strategies.

Resident Care Attendant (RCA) assist the resident with such things as bathing, dressing, grooming, toileting, positioning in bed, transferring in and out of bed or chair, eating and drinking. The RCA focuses on the individual needs of each resident and provides emotional and social support. He/she may direct a resident’s family concerns to the nurse.

Health care providers follow a philosophy of Least Restraint. Physical restraints increase an older persons risk to falling or other serious harm. Medications should only be used to treat a disease condition or treatment of distressing psychiatric symptoms such as agitation with aggression or dangerous antisocial behaviours, psychosis with distressing hallucinations. Medications should be lowest dose and used for only short durations. There are many alternatives that prove more useful than restraints.

Care Conferences: About 6 weeks after admission to facility and at least annually thereafter, each resident will have a formal “Care Conference” arranged by staff. The purpose of the meeting is to meet with the health care team, discuss resident health and well-being, and bring forward concerns that may have arisen. Families are also invited to attend.

Dementia Care: Care for the resident with advancing dementia requires understanding of the disease process and a common sense approach, both are important to adapting the environment and nursing care based on what suits the resident best at that time.

Safety is very important; some residents are often very physically active and pacing and wandering are common behaviours. Another common behaviour is moving belongings from one place to another; clothes, shoes, or other personal items are often found on another resident or in the room of another resident. Staff routinely return items to the rightful owner, but this is an ongoing activity.

Dementia care requires flexibility. Time means little to a resident with dementia. Quite often days and nights are reversed. Staff will provide care around a resident’s

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schedule. This may mean sleeping in late or wanting to eat late at night. Bathing and dressing times are flexible based on how the resident feels. Different approaches are tried until the right one is found and allows residents to feel safe and secure. The goal is to provide service that focuses on quality of life and a stress free environment. A caring approach, gentle touch and enjoyable activities are the most important things staff can provide to a resident who has dementia.

Palliative Care

Residents and their families should discuss what the resident would wish happen to them should he/she be facing a life limiting illness. Families or health care representatives can speak with the facility social worker or nursing staff to gain understanding about the steps involved with carrying out these wishes.

Hospice palliative care is aimed at relieving suffering and improving the quality of life for persons who are living with, or dying from, advanced illness or are bereaved.

Palliative care is an approach to health care used for individuals and their families when they are facing a life-limiting illness. It is used most commonly in advanced disease, but can be applied at any point in the course of a life-limiting illness. The goal of palliative care is to provide comfort and dignity to the person living with the illness as well as the best quality of life for both this person and his or her family.

An important objective of palliative care is to prevent suffering. Palliative care meets not only physical needs, but also psychological, social, cultural, emotional and spiritual needs of each person and family. Palliative care may be initiated in combination with treatments aimed at modifying life limiting illnesses. As an illness progresses the focus of care may move away from treating the underlying illness to managing symptoms and focusing on comfort. It is not offered with the intent to speed or delay death. Palliative care services help people in later life who are ill to live out their remaining time in comfort and dignity.

Hospice and Palliative care services are provided in the facility the resident is residing in or they may also be accessed within the community should a resident or family alternately wish to do so.

Families are encouraged to talk with the facility social worker if they have questions related to care after death, last rites, funeral arrangements, finances, and returning of personal possessions.

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Pharmacy Services

Pharmacy services are provided through a retail/community pharmacy for Parkside, Rainbow and Gateway facilities. Pharmacy services for Jubilee Lodge are provided via the pharmacy located at University Hospital of Northern BC.

Pharmacy costs not covered by the BC Pharmacare plan are the responsibility of the Resident/Family. Pharmacy costs will be billed directly to the person managing the resident’s finances. The pharmacy must be informed of any medical coverage related to resident’s medications. Family is responsible to inform retail pharmacy of any coverage. Medication cost inquiries are to be directed to the pharmacy – please ask nursing staff at your facility for contact information.

On admission, the nurse will review all medications the resident is taking; both prescription and non-prescription. If the resident brings their own medications into the facility with them, some medications may not be able to be used and will be sent home or discarded.

Government regulations do not permit medications to be kept in a resident’s room or on their person unless the resident has an order from his/her physician to self-administer their medications. This includes all over the counter drugs such as vitamins, Tylenol and laxatives. The nursing staff dispense all medications ordered by a physician. All medications must be labeled and dispensed by a pharmacy. No medications will be administered to a resident by a nurse unless they come from a Pharmacy; this includes naturopathic, homeopathic or alternative medications.

Drug reviews and health assessments are done regularly to ensure the best course of treatment. It is important that families inform health care staff of all types of supplements, herbals and ‘over the counter’ medications/preparations a resident may be taking as these products may interact with prescribed medications or some treatments.

Resident Medications for Social Leaves:

When residents go on social leave or an outing, nursing staff require a minimum of two working days advanced notice so that medications can be prepared ahead of time. For social leaves of seven or more days a week’s advanced notice will be required. Any questions or concerns about medications may be discussed with the doctor, nursing staff or pharmacist.

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Therapeutic Recreation Program

Therapeutic Recreation views each individual holistically, focusing on maintaining abilities and strengths while breaking down barriers to participation in programs and activities that support and enhance overall quality of life. The Therapeutic Recreation team strives to offer a well-balanced selection of individual, small and large group programs as well as community integration outings aimed at meeting the Residents' physical, cognitive, social, emotional, and/or spiritual needs and interests.

Therapeutic Recreation offers a great variety of programs that bring fun, laughter, warmth and entertainment to individuals. Be it unleashing the competitive spirit, expressing pent-up energies through positive outlets, re-discovering interests and abilities, providing a sense of accomplishment, feeling a sense of belonging, connecting through community involvement, or just having fun!

Family Pet Visits

Family pets are welcome. Reminder, all pets entering the facility must be clean and in good health, vaccinated, and on a leash that is attached to its owner at all times due to residents’ allergies, comfort levels, possible tripping hazards and space restrictions. Keeping this in mind, if it becomes necessary where you are asked to remove your dog, this is not a reflection on the dog or yourself, but the circumstances may make it a prudent request. (Note: Leashes: 6’ leash max and not the expandable kind.)

Pet Therapy Visits

Accredited Animals that are brought by specially trained handlers for example, Therapy Dog Visitors are trained through the St. John’s Ambulance Therapy Dog Accreditation program. Pet Therapy Visits are arranged through the Recreation Therapist.

Musical Entertainment and Music Practitioners

Music has a way of helping residents - familiarity, comfort, reminiscent, and/or validation of special times gone by. Music is a crucial component to Dementia Care and Palliative Care residents, often grounding and comforting. A variety of musical groups and entertainers are scheduled by the Therapeutic Recreation staff. These groups range in size from soloists to larger groups. Entertainment compliments various programs like afternoon socials and special events, one-to-ones, etc. If you have musical talents, or know of someone who does that would be interested in sharing their talents with the residents, please inform the Recreation staff.

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Walking and Exercise (Strength Training)

The Therapeutic Recreation and Rehabilitative staff work together to develop and implement programs aimed to provide activities that help residents to maintain their balance, muscle strength and endurance and in turn, their independence.

Diagnostic Services

Lab work (such as blood work) is routinely completed at the facility; however, Xrays or other diagnostic investigations are completed at the Hospital or other external centers. Family members will be asked to accompany residents to medical appointments.

Emergency Services

If needed in an emergency, nursing staff will call an ambulance to transport the resident to Hospital. The bill for this service will be sent to the resident or persons responsible for the resident’s finances.

Medical Attention and Other Appointments

Prince George long-term care facilities are fortunate to have the regular services of a local team of physicians to provide services for all residents. Medical services are available on a 24 hour basis should a resident require them. A resident or family may wish to retain the services of a personal family physician should they desire to do so. If this is a resident’s choice, the resident/family will be responsible to make their own clinic appointments and arrange for transportation to and from appointments as necessary.

In case of emergencies, nursing staff may need to contact the resident’s family physician or the facility “on call” physician in order to see the resident either at the facility or in the emergency department at the hospital. The cost of transportation by an ambulance to and from the hospital is the responsibility of the resident/family.

Medical coverage remains the responsibility of the resident/family. For those receiving the Guaranteed Income Supplement, Continuing Care pays for the MSP fee once a person becomes a resident of a long term care facility.

Influenza (Flu) and Pnuemovax shots are offered to residents on an annual basis. Authorization forms for these immunizations will be discussed during the admission period. (See Immunization section, page 30)

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Registered Dietitian Services

Residents receive a nutrition assessment during the admission period. In consultation with the resident and/or family the Regional dietitian plans meals and snacks that are acceptable to the resident and his/her health, dietary and nutrition needs.

Prosthetic and Orthotic Services

Residents and families can access Prosthetic and Orthotic services that are available in the community of Prince George if the resident has a referral from their doctor or a prescription for artificial limbs, braces or orthopaedic shoes. BC Medical may not cover some of these services and residents are responsible for paying for them.

Occupational and Rehabilitative Services

Occupational Therapists assess residents’ performance of their everyday tasks such as eating, grooming, dressing, bathing, toileting and mobility. They can then develop individualized, resident-centred programs that may include positioning, set-up by staff, adaptive equipment, and cueing. The goal is to promote a resident’s ability to function to their full potential thereby maintaining their independence and self-esteem.

Basic manual wheelchairs: most residents living in a long term care setting need a wheelchair for mobilization and/or transportation at some time. The Physical/Occupational Therapist works with a resident to determine the individual needs for comfort, seating support and mobility. Should a resident require the use of a basic manual wheelchair the facility will provide one.

If the Physical/Occupational therapist identify that a resident requires, due to their unique needs, a specialty wheelchair (one with adaptions to seating, cushions or other attributes) then the resident will incur the costs to purchase this specialty equipment.

Motorized Wheelchairs:

A power wheelchair is a large piece of equipment that has the potential to cause extreme harm to other residents or staff if it is not used in a safe manner. All residents who drive a power wheelchair are required to demonstrate their ability to control the chair at all times. Driving tests will be required on admission and at least annually thereafter to ensure the resident can safely operate the wheelchair indoors, outdoors, and getting on or off the bus.

Motorized wheelchairs are the property of the resident and/or family and Northern Health is not responsible for maintenance or repairs.

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Specialized Equipment:

A resident’s medical condition may require him/her to have a specialized piece of equipment such as a cane, walker, hip-protectors, compression stockings, specialized wheelchair, seating pads, specialty mattresses or bariatric sized equipment. These items may be ordered by the physician or Physical/Occupational therapist. It is the resident’s responsibility to pay for such equipment.

Dental Care Services

Mouth care is a vital part of the overall health of an individual. Problems with teeth, dentures or gums may result in difficulty with eating or be the unseen cause of pain, confusion or infection. Residents are asked to visit a dentist prior to admission and yearly thereafter to prevent and/or identify problems.

Long-term care facilities in Prince George have a dentist and dental hygienist who visit the facility to provide an oral assessment and the establishment of a daily mouth Care Plan for each new resident which is updated yearly. As a result of the assessment, recommendations for any further dental treatment will be made with basic dental services provided at the facility if possible. There is no charge to the resident for this service.

If a referral for off-site treatment is required, it will be made in communication with the resident, their family/guardian and the facility. Costs for lab fees or non-basic treatment, as well as transportation to the appointment required outside of the facility are the responsibility of the resident and/or their family. These expenses would be discussed in advance except in the case of an emergency situation.

A resident may also choose to visit his/her own personal dentist/denturist. If a resident is going to an appointment outside the facility, it is the responsibility of the resident/family to arrange transportation to the appointment and payment for services.

If the resident wears dentures please arrange to have these items labeled prior to admission. Lost or stolen dentures are not the responsibility of Northern Health.

Please supply the following for the resident and replace as needed:

Fluoride toothpaste

Soft bristled toothbrush. Electric or mechanical toothbrushes are also recommended if appropriate for the resident.

Denture brush and denture cup – both labeled with resident’s name. Denture specific toothpaste as regular toothpaste is not recommended for use on dentures.

Fluoride rinse as requested by dental personnel

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A cup labeled with resident’s name so that dental supplies may be stored in an upright position.

When visiting, please encourage or assist your loved one with mouth care. If you have any concerns, please let the staff know.

Spiritual Care

Spiritual Care is a pastoral volunteer service that provides a planned, organized and coordinated service responding to the spiritual and emotional needs of residents, families and staff. Each facility has a schedule identifying the dates and times regular non-denominational spiritual programs and services are held. The services are not necessarily on Sundays.

Foot Care Services

Care staff provides foot and nail care as part of basic grooming needs. This includes washing, drying of the foot, using an emery board to shorten the nail.

Abnormalities or other conditions of the foot such as excessively thickened nails, excess callus formation, bunions, hammertoes, fissure, corns or fungal infections require more specialized treatment and may require a referral to a foot care specialist such as a Podiatrist. These care providers and their services are not routinely available at long term care facilities in Prince George. Residents and families would be responsible to access this service if needed.

Alternative Therapies

Please see Health and Safety section, page 27.

Hairdressing Services

Facility Hair Salons are for residents/respite/convalescent care persons residing at the facility only. Each facility has their designated Hairstylists and/or Barber who are qualified and experienced stylist. Haircuts, perms, sets, colors and styling are available for both women and men. Appointments are booked through the facility Unit Clerk or directly with the stylist. Payments can be done in one of two methods:

cash directly to the stylist

withdrawal from the resident’s comfort/trust account

If a resident or family prefers to use the services of another stylist outside of the facility, they are welcome to make arrangements to do so. At Jubilee Lodge, family

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members/private stylists are allowed to use the “salon” as long as the timing doesn’t interfere with the designated Hairstylists schedule.

Paid Companions, Private Nursing or Private Therapeutic Care

A resident or family member may wish to hire a paid companion, private nursing or therapist to supplement time spent with the resident. Paid companion work is primarily social in nature and may include: conversation, reading, card/letter writing, music, recording of life stories, shopping, games and attending appointments.

Companions may accompany residents on outings with permissions from the Recreation Program staff.

Private nursing or therapeutic care services may wish to augment resident health and well-being. Such services are contracted in a private arrangement under the direction of the resident or family. Private Nurses or other therapeutic services providers may not use equipment that is owned by Northern Health and the facility e.g. bathtubs, lifts, slings, vital sign monitoring units or other specialty medical equipment.

Northern Health does not assume liability or responsibility for these private companion/nursing/therapy services and waivers may need to be signed accordingly. Northern Health recommends to residents and family hiring such services that they ensure the service provider has a business license, is bonded and has appropriate compensation and liability insurances. Please contact the facility Clinical Care Coordinator for more information.

Volunteers

Volunteers provide valued comfort and assistance to residents in many ways

If interested in volunteering, please connect:

Recreation Volunteers: pick up a ‘volunteer application’ package from Recreation Therapist or Recreation staff person.

Ladies Auxiliary: UHNBC Auxiliary Store for Volunteer Application.

Junior Volunteers: UHNBC Junior Volunteers Office for Volunteer Application

Resident Advisory Council

Resident Councils provide a means of communication between residents, administration and staff whereby residents can have the opportunity of contributing ideas/suggestions pertaining to resident care and services within their own facility.

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Family Council

A Family Council is a group consisting of resident’s representatives; family members and contact persons who work together with staff to maintain and enhance the quality of life of residents and to provide a voice in decisions within the facility that affect them. Councils will vary in purpose and structure. Because councils are voluntary organizations, each council will be slightly different depending on the interests and needs of their members and the facility residents.

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Facility Support Services

The staff who work in support services aim to enhance the living environment for all residents by ensuring the facility is comfortable, safe and “home-like”. They often build relationships with residents and families and are a trusted member of the care team.

Food Services

The Food Services Department falls under the direction of the Food Services Supervisor. A Registered Dietitian is also on staff. Shortly after the residents arrival, a Dietitian will visit the resident to discuss nutritional requirements and food preferences. There are 3 main meals and 2 snack times each day. Upon admission, the resident will be introduced to other residents living in close proximity. Generally, people tend to eat at a specific location/table, but if a resident wishes to change seating arrangements please discuss with your nurse. Dining areas are always open for the convenience of residents and families. If a resident “misses” a meal or snack time, there are alternative food/beverages that can be provided. If a resident will not be present for a meal, (e.g. out on a social leave) please notify the Care Staff.

The menu is based on a four-week rotation. This is posted on each unit as well as the daily meal selections. In addition to the main entrees at lunch and supper, there are alternative choices. Please advise food service staff of your wishes.

A guest may join a resident for meal anytime. A guest meal ticket can be purchased at a designated time, which varies for each facility. Please contact the facility Unit Clerk (available Monday to Fridays) for this purpose.

Personal food in rooms

For health and safety reasons we discourage residents from having perishable food in their rooms. Personal refrigerators are not permitted in resident rooms due to food safety issues.

Please refer to the Northern Health handbook Bringing Food to Family. If families and visitors wish to provide food items that are allowed in the “Bringing Food to Families” handbook, contact the nursing staff as to where to store these items. These items should be labelled with the name of the resident and the date of storage. The family is responsible for reheating items and serving them to the resident.

Laundry/Linen Services

Bedding and towels are provided and laundered by the facility at no charge to the resident. A resident’s personal laundry is also laundered weekly with no charge to the

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resident. All laundry (bedding, towels and clothing) are laundered in large industrial style washers and dryers. These industrial machines do not handle delicate clothing items due to extreme washing and drying cycles. Residents and families are asked to take delicate clothing items home to be cleaned.

Some families and residents prefer to bring their own duvets, feather pillows and memory mattresses with them. The industrial machines destroy feather items and memory foam. The resident or family will be responsible to launder these items on their own. Families are to ensure all personal linens and clothing are labelled with the residents first and last name. It is helpful when families tell nursing staff when these items will be taken home for laundering. Setting up a weekly schedule for this is useful. Families are asked to place a “hamper” in the resident’s room to identify which items will be personally laundered by the family.

Some facilities have a domestic washer and dryer located in the building for resident use. If a resident or family wish to launder clothes in these machines they are more than welcome to do so; please bring detergent and softeners for personal use. In addition, on occasion, the recreation staff may assist residents with washing and drying of personal clothing as part of recreational activity. It is acceptable if families prefer to launder resident clothing at their own home anytime.

The laundry department is not responsible for damage incurred to personal clothing and bed linens. Clean clothing is generally returned within 48 hours of collection.

Resident Clothing

Residents will need to bring in their own clothing. Consider easy to care for materials when making decisions about wardrobe. Wash and wear clothing is encouraged. Wool and delicate fabrics are at risk of damage if washed in facility industrial style machines.

Slippers and shoes must have the heel and toe covered and have a sturdy non-slip flat sole to better prevent falls.

All facilities provide labeling as part of laundry services at no charge. Families are asked to bring the resident’s clothing to the main laundry area when moving in or at any time new clothing is bought and talk to one of the laundry staff. This will ensure that clothing is not lost and it is correctly labelled.

Tailoring of clothing that has rips, missing buttons or the hemming of pants or zipper repair will be the responsibility of families.

Resident’s rooms have limited space to store “off season” clothing. Families may be asked to provide storage for excess clothing that is “off season” or no longer fits due to resident weight loss or gain.

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Adaptive or Therapeutic Clothing

The health care team may recommend that the resident require therapeutic clothing depending on their needs. For example, Physicians may order therapeutic compression stocking or hip protectors for the resident. Costs for such items are to be paid by the resident/family.

Many residents need clothing that is “easier” to dress in due to painful joints or limited movement of arms/legs or dementia. Clothing manufacturers who specialize in this type of “adaptive clothing” can be found in the community or via the Internet. Families are encouraged to discuss “adaptive” clothing options with nursing staff before they purchase or adapt the residents clothing themselves.

Housekeeping Services

Housekeeping staff routinely clean resident’s rooms and all public areas. There is no charge for housekeeping services for resident rooms. Housekeepers undertake an annual cleaning program, at which time families may be asked to assist with general cleaning of the resident’s room to remove unused or broken items or rearrange personal belongings. Residents are encouraged to participate in the general cleaning of their rooms, if able.

During an “outbreak” of seasonal illness (flu) or other illness, nursing staff and housekeepers work together to ensure appropriate infection control measures are provided for all residents, families and staff to limit the spread of disease. At times, visitors may notice signage at the front doors or near the resident room that will direct them about precautions in place.

Maintenance Services

Maintenance staff ensure the building is safe and comfortable. They ensure that the equipment staff use to provide care is working well and repaired. They ensure heating, cooling, plumbing and electrical systems in the building are efficient and maintained. Maintenance staff also ensure garden areas and landscapes are neat and tidy. Maintenance staff work with the facility Manager to ensure Fire Safety and emergency preparedness of the building.

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Moving into a Long Term Care Facility

Resident Rooms

Although every attempt is made to minimize resident moves (relocation) between rooms and at times facilities, the facility reserves the right to change a resident accommodation based on physical, mental and psychological needs of the resident or other residents.

Room Rates

The Ministry of Health of BC sets the rates to be charged for accommodation in long-term care facility. These rates are consistent from facility to facility in BC. The rate is calculated based on the assessment of the resident’s income. If you have questions regarding rates, please contact the facility Social Worker for more information.

Furnishings

Some facilities have private bedrooms with adjoining washroom and at other facilities, residents share bedrooms and washrooms. Every facility has separate bathing areas. Basic furnishings provided at no charge to the resident include a single bed and mattress, dresser and bedside table and lamp.

Residents and families are encouraged to personalize their room or area within the designated space. Depending upon the available space, this may include bringing in a television, pictures, blankets, plants, radios or other items that are meaningful that can be hung up or put on shelves. All electronics must have properly grounded wiring, and be safety checked by the facility maintenance staff.

Some rooms can allow a small piece of furniture such as a chair, but as not all rooms are the same size at each facility; families should check with the Clinical Care Coordinator or Social Worker before bringing in furniture. Furnishings must be of a “wipe-able/scrub-able” material (not fabric material) so that it may be cleaned as needed.

Items not allowed in facility due to safety concerns are: electric blankets, heating pads, appliances such as kettles or irons, coffee pots, fridges, microwaves, toaster ovens, hot plates, ceramic cup warmers or rugs and mats. (See Health and Safety section)

Keys, Swipe Cards and Security

Upon admission, residents or their families will be issued various key(s) and/or swipe cards. These keys or cards may be for the resident’s room, for access to the building,

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for the locked bedside table drawer in the residents rooms should there be one and/or the “memory box” (if one is available) outside the resident’s room.

Residents or their family members must sign for these keys and swipe cards. If a set of keys or cards goes missing, staff will complete a search. A minimum of 72-hour waiting period must pass before a new set of keys or cards are issued. At this time, locks may need to be re-keyed and family may be billed for this charge.

For safety considerations, resident keys/cards are not to be duplicated.

Residents and families are encouraged not to store money or valuables (e.g. jewellery) in bedroom drawers even if there is a lock. It is preferable that families take home valuables such as jewellery.

The front door of the care facility is locked in the evening, throughout the night, and on weekends. The doorbell, security cameras and intercom or use of a key or swipe card, allows access to the long-term care facility during these hours.

Visitors are cautioned when entering and leaving a building to watch for residents near the door who may be a potential to wander off the unit/floor by ensuring that they close exit doors fully when entering or leaving the building. If a visitor notices a resident attempting to wander off the unit/floor they are asked to please alert the nursing staff immediately.

Telephones

Residents are able to arrange a phone in their room at their own expense. Please call TELUS or SHAW to make these arrangements or ask the facility Unit Clerk for more information.

Television and Cable Service.

All facilities provide a TV in a lounge area, which is available for all residents anytime.

If a resident wishes to have cable TV in their own room there will be a cost for this service. Please talk to the facility Unit Clerk for more information.

Electronics

Items such as TV or radios, DVD recorders will be checked by maintenance department staff to ensure it is functioning safely before it may be used. Please talk to the facility Unit Clerk about having this check done.

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Mail Delivery

It is also important for families to make arrangements to have a resident’s “bills” set up to be mailed directly to the person who has “power of attorney” to handle the resident’s finances. This prevents monthly bills from being missed and not paid in a timely manner. It is also important for residents/families to arrange for pension cheques to be deposited directly into the residents bank account rather than be delivered to the facility.

Residents can make arrangements to redirect their personal mail to the care facility.

Resident mail is delivered by Canada Post daily Monday through Friday. Time of delivery may vary. If residents have parcels to mail, families are asked to arrange to pick up parcels and take it to the post office for mailing.

Trust Fund/Comfort Fund Accounts

Residents and families are encouraged to keep valuables and money at home. Money is seldom needed as many payments and fees will appear on the resident’s monthly invoice. However, for the resident’s convenience a Trust Fund/Comfort Fund Account can be set up.

During the admission period, the facility Unit Clerk will help the resident and family to set up a Trust Fund/Comfort Fund. This account is for the convenience of the resident to pay for such things as the hairdresser, barber, pharmacy needs, or recreational outings to restaurants, small purchases, etc.

The Trust Fund/Comfort Fund can hold a maximum of $250.00. There is no interest paid on this account. No monies can be withdrawn without the resident’s signed consent. The Unit Clerk keeps a record of all deposits and withdrawals.

Residents may access their accounts Monday – Friday between 9:00 am and 3:00 pm (when the Unit Clerk is on duty).

Snack Shop/Cart

For the convenience of the residents, volunteers operate a snack shop or cart at selected facilities where candy, chips, juices, magazines and other articles may be purchased. Please talk with the Recreational Program staff for more information.

Visiting times

Family and friends are invited to visit freely throughout the day. Visiting hours are not limited, however staff will request that visitors be considerate of other residents. For security reasons, each facility will lock the main doors to the building at certain times.

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Please ask the staff about the doorbell, intercom or swipe card system available for access after-hours.

Transportation (HandyDART, Taxi, City Bus, Recreational Program Bus)

HandyDART: is an accessible, door-to-door shared transit service for people with permanent or temporary disabilities that prevent them from using fixed-route transit without assistance from another person. HandyDART picks you up at your accessible door and drops you off at the accessible door of your destination. HandyDART reservations must be made at least 24 hours in advance. Customers must first register, at no charge, for this program. Please see the Social Worker or Recreation Therapy staff for assistance with this.

http://bctransit.com/prince-george/riderinfo/handydart

Taxi: If HandyDART is not able to accommodate a transportation request, regular taxis are an option to utilize. Prince George has a few wheelchair accessible taxis. When HandyDART cannot accommodate your travel needs, you can use the Taxi Saver vouchers for one-time trips. The Taxi Saver vouchers are available to permanently registered HandyDART riders only. They provide a 50% subsidy towards the cost of taxi rides. You will need to have a HandyPASS to use this program.

Recreation Bus: Recreation outings utilize a combination of HandyDART services as well as our own facility bus. All of the Long Term Care facilities within Prince George share one wheelchair accessible bus for use on community integration outings arranged by Therapeutic Recreation department staff. Staff members hold a specific license to drive this vehicle; the bus is not designated for use outside of the Therapeutic Recreation program.

Visitor Parking

Visitors have access to parking at each facility. Parking fees (where applicable) are the responsibility of the visitor.

Toiletries, Personal Items and Personal Health care Equipment

Facilities provide a generic supply of hygiene products such as hand soap, shampoo and tissue and continence supplies at no charge to residents. The following are items that residents are to provide for their own personal use. Families are asked to arrange for these items to be replenished on a regular basis.

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Personal items and equipment the resident provides for their own use include:

Denture cup and tablets Hip protectors (hard or soft types)

Toothpaste and toothbrushes Colostomy, ileostomy supplies.

Mouthwash Canes or walkers,

Electric shaver (disposables not recommended)

Specialty mattresses (e.g. air mattresses)

Specific shampoo and conditioner Power or specialty wheelchairs

Deodorant Compression/Support socks or Bandages for lower leg therapy.

Facial tissue Specialty shoes/orthotics

Brushes/comb Wheelchair cushions (i.e. Roho cushions)

Manicure set – nail clippers Specialty communication devices (e.g. “speak and talk” units)

Lip balm, hand moisturizer, body lotions

Oxygen therapy supplies

Entertainment items: DVDs, books, magazines

Hearing aides, glasses and glasses case, dentures

Snack foods (treats): candy/chips, specialty snacks

Adaptive clothing

Dental floss Body wash

Note: Northern Health has a fragrance free policy. Due to several sensitivities by other residents, staff and visitors, please refrain from purchasing highly fragrant toiletries or perfumes.

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Health and Safety of Residents

It is important to recognise that all residents share a common living space, services and care provided by staff. To ensure the safety and welfare of everyone, the rights and safety of all residents, staff and visitors need to be considered at all times.

Visiting When Sick

If a family member of a loved one is sick with flu like symptoms, have a fever or a cough, or vomiting and diarrhea, we ask that they do not visit the care home. While this may be difficult, we must protect ALL of our residents against infections including influenza. Instead, we encourage loved ones to maintain contact with you through other means: send a card or phone. This will allow you to keep in touch.

Hand Washing

All visitors to a care home should use the hand hygiene station at the entrance to the home. Hand washing and hand sanitizers are the most effective way of preventing the spread of infections. Washing hands should be done by everyone after visits to the bathroom and before meals. Visitors can assist residents with hand washing.

Respiratory Etiquette

If you are able, cough and sneeze into your sleeve rather than your hand. This stops the spread of germs from hands to doorknobs, telephones, and anything else you touch. If you used your hands or tissues to cover your cough or sneeze, be sure to clean your hands afterwards by using the hand sanitizers.

During the flu season residents, staff, visitors and volunteers are encouraged to have the influenza vaccine – if this is not possible, a mask must be worn between December 1 and March 31 to prevent influenza infections in the care home.

Scent Free Environment

Avoid the use of highly scented personal care products and room deodorizers as these can trigger respiratory symptoms in other residents and staff.

Aggressive Alert

All homes are required to assess risks and share the safest way to help a resident who may have aggressive behaviours. All homes in Prince George use a purple dot as a

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way of alerting staff, families, and visitors to get more information before they help a resident.

Falls Management

Long Term care homes have a Falls Management Program in place. While falls cannot be completely prevented, the risk of injury can be minimized by careful planning. Once you're admitted, and as your condition changes your falls risk will be assessed. Strategies to reduce the risk of falls become part of the Care Plan.

Family members can participate in falls prevention by supporting recommendations for personal safety equipment. Personal safety equipment may include hip protectors, appropriate footwear, walking aides, wheelchairs, and bed or chair alarms. To support a safe environment, careful consideration should be made in selecting and arranging furniture.

No Lift Policy

Long Term care homes want to ensure that residents are cared for safely, while maintaining a healthy work environment for employees. After you are admitted, staff will assess your need to be lifted and positioned with a mechanical lift.

If you are unable to get up from a bed or chair, or unable to turn in bed, the staff will use a mechanical lift. Exceptions to this policy may occur when it is absolutely necessary such as in a medical emergency. We encourage residents’ families and friends to also abide by this policy.

Wandering

Some Long Term care homes have a monitored door security system in place to ensure residents’ safety. Staff will monitor and make safety plans for any residents who are unsafe to leave the home on their own. Please talk to your case manager to find out which Northern Health facilities have a monitored door security system.

Resident identifiers, such as name bands or ID cards, may be required to be worn by some residents to ensure their safety. In most cases, staff know immediately when a resident is out of the residential care home and are able to redirect them back into the building. If a resident is reported missing staff will contact local police to assist with a search.

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Outings

As a resident, if you leave the care home for an outing, you are required to carry identification indicating your name and the location and phone number of your care home. Under the Adult Care Regulations, residents may only leave the home as indicated in their Care Plan or another pre-existing arrangement.

Where no Care Plan or arrangement is in place, a resident may leave the home in the care of a legal representative or a person authorized by the representative. If you are planning an outing with your loved ones, please ensure the staff are aware and make arrangements to receive your medication while away from the care home.

Alcohol Consumption

The consumption of alcohol may be permitted. Each home has a process for ensuring the safety of residents who choose to drink alcohol. Consent from the doctor may be required.

Smoking

Northern Health has a no smoking policy and smoking is NOT ALLOWED. Some long term care homes allow residents who are safe to do so, to smoke in designated areas. These designated areas may be off the premises. Smoking in designated outdoor areas is only permitted for residents who live there. There is absolutely no smoking in your room or common areas of the care home. Please contact your case manager or social worker if you have any questions regarding smoking.

Items Not Allowed in Long Term Care Homes

Items such as lit candles, electric blankets, heating pads, hot water bottles, and food preparation appliances (crock pots, kettles, etc.) are not permitted in residents’ rooms. These items are potential fire hazards.

For safety reasons, electrical equipment (e.g. radios, TVs) brought in to the residential care home may need to be checked by the Maintenance Department before it can be used.

Fire Alarms

Long-term care facilities have fire safety plans that outline procedures to follow in the event of a fire. All Northern Health facilities are alarmed and have sprinkler systems in place.

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As a precaution against fire, there is no smoking inside or near buildings. In addition, no open flames, such as candles, are permitted in facilities. Battery operated imitation candles are allowed.

Fire drills are conducted routinely. Should you hear the fire alarm, please stay in the room until directed to leave by staff. There are fire doors throughout the building which close automatically when the fire bell rings. These doors are controlled by electromagnets and will be reopened as soon as the alarm is cleared and reset.

Immunization

As required by the Adult Care Regulations, people admitted to a residential care home must comply with the Province’s Immunization and Tuberculosis Screening Program. Care homes are required to maintain a record of the immunizations/vaccines that residents receive. The program promotes both the pneumococcal and influenza vaccines.

Tuberculosis Screening

Prior to being accepted into a long term care home, you must undergo initial screening for tuberculosis. If you show symptoms related to tuberculosis, you must be seen by a doctor to rule out tuberculosis. A person with active tuberculosis cannot be admitted to a care home.

Alternative and Natural Health Products

Alternative therapies are defined as therapies or interventions (treatments) which are not currently accepted by the Canadian medical system or evidence based health care practices but which claim to have healing properties. Examples include herbal or homeopathic remedies or treatments. Alternative therapies may also include conventional treatments that are used for unconventional purposes: for example, high dose vitamin therapy.

Northern Health retains the right to refuse to administer complementary and/or alternative therapies that are not included in the Health Canada Licensed Natural Health Products Database (LNHPD) (click for link)

Please discuss this with the Care Coordinator if you require further details.

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Ensuring Quality Care

All community care facilities in British Columbia that care for three or more “vulnerable” persons must have a license under the Community Care and Assisted Living Act or the Hospital Act and are routinely inspected.

Long Term care homes owned and funded by Northern Health are also required to be accredited through Accreditation Canada, which audits health care organizations and provides a rating of the organization’s compliance with a wide variety of standards. All care homes are required to have a process to monitor the quality of their services and care, and to provide opportunities for residents and families to allow feedback and make complaints.

Addressing Concerns and Complaints

Upon admission, residents and their families receive information about who is responsible for coordinating services and resident care and who they should speak to if they have questions or concerns.

If you have a compliment or a complaint, we encourage you to speak with the Care Coordinator or the Manager of the care home. Most complaints can be handled within the home. If you do not receive a satisfactory response after speaking to the care home Manager, you should contact the Northern Health Patient Care Quality Office (PCQO) or the Community Care Licensing Office (Licensing Direct Toll-free: 1-877 677-7715).

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Resources

Click on link below Type URL into address bar

Alzheimer Society of British Columbia

http://www.alzheimer.ca/en/bc

Public Guardian and Trustee of British Columbia

http://www.trustee.bc.ca

Northern Health: Community Care Licensing Program

www.northernhealth.ca search: community care licensing

BC Ministry of Health http://www2.gov.bc.ca/gov/content/health/accessing-health-care/finding-assisted-living-or-residential-care/residential-care-facilities

Northern Health PCQO (Patient Care Quality Office)

https://northernhealth.ca/OurServices/PatientCareQualityOffice.aspx

Gateway Virtual Tour https://www.youtube.com/watch?v=MmL58pP-Taw&feature=youtu.be Information Sheet: Gateway Lodge

Parkside Virtual Tour https://www.youtube.com/watch?v=eF80vLjRWSk&feature=youtu.be

Information Sheet: Parkside Care

Rainbow Virtual Tour https://www.youtube.com/watch?v=fTK3nle85dg&feature=youtu.be

Information Sheet: Rainbow Lodge

Jubilee Virtual Tour https://www.youtube.com/watch?v=zl21PUZYHV0&feature=youtu.be

Information Sheet: Jubilee Lodge

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Definition of Terms

Many of the following definitions are copied from: http://www.health.gov.bc.ca/library/publications/year/2013/MyVoice-AdvanceCarePlanningGuide.pdf

Access Coordinator provides support and coordination to individuals and families applying for placement into residential services, ensuring a smooth transfer to programs and/or residential services.

Advance Care Plan is a written summary of a capable adult’s wishes or instructions to guide a substitute decision maker if that person is asked by a physician or other health care provider to make a health care treatment decision on behalf of the adult.

Advance Care Planning is a process by which a capable adult talks over their beliefs, values and wishes for health care with their close family/friend (s) and a health care provider in advance of a time when they may be incapable of deciding for themselves.

Advance Directive is a capable adult’s written instructions that informs the health care provider about the health care treatment the adult consents to or refuses. It is effective when the capable adult becomes incapable and only applies to the health care conditions and treatments noted in the advance directive.

Dementia is a gradual and progressive decline in mental processing ability that affects short-term memory, communication, language, judgment, reasoning, and abstract thinking.

End of life care is provided in the final stage of life. Care provided during this time may be called supportive care, palliative care or symptom management. End of life care addresses physical, psychological, and spiritual concerns and focuses on comfort, respect for decisions, and support for the family. It is provided by an interdisciplinary group of health care providers.

Enduring power of attorney is a document in which an adult authorizes another person (called their attorney) to make decisions in relation to the adult’s financial affairs, business and property. The person (attorney) is authorized to act when the adult becomes incapable, and to continue to act when the adult remains incapable. Attorneys may not make health care treatment decisions.

GIS is the Guaranteed Income Supplement. GIS provides a monthly non-taxable benefit to low-income Old Age Security (OAS) recipients living in Canada.

http://www.servicecanada.gc.ca/eng/sc/oas/gis/guaranteeddincomesupplement.shtml

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Incapable (incapability) is determined by a health care provider who must base their decision on whether or not the adult demonstrates that they understand:

1. The information given about their health condition;

2. The nature of the proposed health care including risks, benefits and alternatives and;

3. That the information applies to their situation.

Personal guardian (committee of the person) is a person appointed by the court to make health care and personal decisions for the benefit of the adult when they are incapable of deciding on their own.

Power of attorney is a document that appoints a person called an attorney who is authorized by a capable adult to make financial, business and/or property decisions on his/her behalf. Attorneys may not make health care treatment decisions.

Representative is a person 19 years or older who is named by a capable adult, in a representation agreement, to make health care treatment decisions on their behalf when they are incapable of deciding.

Representation Agreement (RA) is the document in which a capable adult names the representative to make health care and other decisions on his/her behalf when incapable. There are two types:

1. Section 7 RA: An adult may authorize a representative to make decisions about the routine management of financial affairs, personal care and some health care decisions on behalf of the adult, excluding decisions about the Refusal of life support and/or life prolonging medical interventions

2. Section 9 RA: An adult may authorize a representative to make personal care and health care decisions on behalf of the adult, including decisions about the acceptance or refusal of life support and life-prolonging medical interventions.

Resident is an individual living in a Long Term care home.

Residential Care is the BC Ministry of Health term for what we have referred to as Long Term Care, but is also known as: Extended Care, Nursing Home Care, Complex Care or Geriatric Care Facility.

Spouse is a person who:

1. Is married to another person and is not living separate and apart, within the meaning of the Divorce Act (Canada), from the other person; or

2. Is living and cohabiting with another person in a marriage-like relationship, including between persons of the same gender.

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Substitute Decision Maker is a capable person with the authority to make health care treatment decisions on behalf of an incapable adult. This includes a personal guardian (committee of the person), representative, and/or temporary substitute decision maker.

Temporary Substitute Decision Maker (TSDM) is a capable adult chosen by a health care provider to make health care treatment decisions on behalf of an incapable adult when care is needed. A TSDM is not chosen if the adult has an advance directive that addresses the care needed at the time or if the adult has an available personal guardian or representative.

11-500-6083 (WRD Rev12/15)

the northern way of caring