tall pines handbook - peel region · tall pines provides a home-like environment with safe and...

Welcome to Tall Pines We encourage you to read this Resident and Family Guide which outlines the services and programs we offer as well as other helpful information to assist you and your family with the transition to living at Tall Pines Long Term Care Centre. Over the next few weeks, you will meet with staff from various departments in an effort to get to know you. Our dedicated staff are here to help you in any way possible and we encourage you to speak to them if you have any questions, concerns or just need some additional information. Also, we have a Registered Nurse on duty twenty-four hours a day, so there is always someone here for you to talk to. As we work together, we encourage your ongoing feedback about how we are doing. If you or your family have any ideas, suggestions or recommendations about your care, our programs and services or our Centre in general, please feel free to express them to us. Your input is always welcome.

Updated: June 24, 2010 i

Welcome to Tall Pines................................................................................................................................i Welcome .....................................................................................................................................................4

Vision and Mission Statements ................................................................................................................4 Our Regional Values ................................................................................................................................4 Our Mandate ............................................................................................................................................4 Our Philosophy of C.A.R.E.......................................................................................................................4 Zero Tolerance of Abuse..........................................................................................................................5 Advocacy..................................................................................................................................................5 Who Are We?...........................................................................................................................................5 Tall Pines Management Team .................................................................................................................6 Home Away From Home..........................................................................................................................6 Part of Your Community...........................................................................................................................6 Residents’ Responsibilities ......................................................................................................................7

Services Provided......................................................................................................................................7 Leave of Absence ....................................................................................................................................8

Home Leave/Casual Leave ..................................................................................................................8 Vacation/Medical Leave/Psychiatric Leave ..........................................................................................8

Activation Services...................................................................................................................................8 Recreational and Therapeutic Programming........................................................................................8 Therapeutic Gardens............................................................................................................................8 Community Outings ..............................................................................................................................8 Calendar of Activities and Events.........................................................................................................8

Audiology Services...................................................................................................................................9 Banking Services .....................................................................................................................................9 Dental Services ........................................................................................................................................9 Facility Services .......................................................................................................................................9

Housekeeping.......................................................................................................................................9 Laundry/ Taking Laundry Home ...........................................................................................................9 Lost and Found Clothing ....................................................................................................................10 Maintenance .......................................................................................................................................10 Resident Furnishings/Electrical Appliances/ Pictures/ Mirrors/Wall Hangings ...................................10 Electrical Items not permitted are: ......................................................................................................10

Foot Care Services ................................................................................................................................10 Hairdressing Services ............................................................................................................................10 Mail Services..........................................................................................................................................11 Meals and Nutrition Services .................................................................................................................11

Guests for a Meal ...............................................................................................................................11 Bringing Food into the Center.............................................................................................................11

Medical Director and Attending Physicians............................................................................................12 Medications/Treatments.........................................................................................................................12

Medications/Treatments and Pharmacy Services ..............................................................................12 Health and Herbal Remedies .............................................................................................................12 Alternative Treatment .........................................................................................................................12

Nursing and Personal Care Services .....................................................................................................12 Advanced Care Planning....................................................................................................................12 Care Planning.....................................................................................................................................13 Medical Appointments ........................................................................................................................13 Private Duty Nurse/Aide .....................................................................................................................13

Palliative Care Program .........................................................................................................................13 Restorative/Rehabilitation Services .......................................................................................................13 Social Work Services .............................................................................................................................14 Spiritual Care .........................................................................................................................................14 Vision Care Services..............................................................................................................................14

Updated: June 24, 2010 ii

Updated: June 24, 2010 iii

Volunteers ..............................................................................................................................................14 “Friends of Tall Pines” ........................................................................................................................14 Countryside General Store .................................................................................................................14

Other Important Information...................................................................................................................15 Collection of Personal Health Information..............................................................................................15 Family Council........................................................................................................................................16 Financial Assistance Programs..............................................................................................................16 Gift Giving ..............................................................................................................................................16 Keeping You Informed ...........................................................................................................................16 Memory Book .........................................................................................................................................17 Newspapers ...........................................................................................................................................17 Personal Belongings ..............................................................................................................................17 Personal Clothing...................................................................................................................................18

Suggested Clothing List......................................................................................................................18 Process for Raising a Concern ..............................................................................................................19 Resident Council ....................................................................................................................................20

What is Resident Council? .................................................................................................................20 Television/Internet..................................................................................................................................20 Telephone Service .................................................................................................................................20

Health and Safety.....................................................................................................................................21 Alcoholic Beverages...............................................................................................................................21 Building Security ....................................................................................................................................21 Call Bells ................................................................................................................................................21 Cold Weather Alerts/Guidelines .............................................................................................................21 Controlled Entrance ...............................................................................................................................22 Emergency Procedures Exercise...........................................................................................................22 Fire Alarms/Drills....................................................................................................................................22

If you notice fire or smoke in your immediate area: ............................................................................22 If the fire alarm sounds: ......................................................................................................................22 Fire Regulations .................................................................................................................................22

Hot Weather Alerts or Extreme Heat Alerts/Guidelines..........................................................................23 Infection Control .....................................................................................................................................23 Latex Free ..............................................................................................................................................23 Let us know if you are going out ............................................................................................................23 No Smoking Policy .................................................................................................................................23 Notification of Next of Kin/ Representative.............................................................................................24 Resident Identification............................................................................................................................24 Safety devices........................................................................................................................................24 Scent Free Environment ........................................................................................................................24 Smog Watch or Alert/Guidelines ............................................................................................................24 Wanderer’s Bracelet and Registry .........................................................................................................24

Important Information for Family Members and Friends .....................................................................25 Family Members’ and Friends’ Responsibilities: ....................................................................................25 Family Council – What is Family Council ...............................................................................................25 Family/Visitors Sign In/Out Procedures .................................................................................................25

Visiting Hours .....................................................................................................................................26 Tips for Visiting ...................................................................................................................................26

Tall Pines LTC Centre Map - Front Entry and One Resident Court.....................................................27

Welcome

Vision and Mission Statements Our Vision of Peel’s Future The Region of Peel will be a healthy, vibrant and safe community that values its diversity and quality of life. Corporate Mission Statement The Region of Peel will serve its growing community through commitment, partnership, innovation and excellence.

Our Regional Values

Supportive and Respectful Environment We work in an environment that is positive, healthy, caring and free from discrimination. We respect diversity and treat one another in ways that are fair, courteous and compassionate, recognizing everyone’s contributions.

Teamwork

We practice teamwork, cooperation and collaboration, and reinforce these with a strong vision and positive leadership.

Effective Communication

We practice open, two-way communication in a clear and honest manner.

Integrity We are ethical, professional and trustworthy in our work.

Quality Service

We provide services that are accountable, accessible, responsive, efficient and effective. We seek new and innovative ideas for improvement in policies, practices and services.

Our Mandate Peel Long Term Care will continue its tradition of caring for our clients to ensure their dignity, independence, quality of life and ongoing community connections.

Our Philosophy of C.A.R.E. We are committed to providing resident-centred care. This means our residents, families and staff work together to ensure that the decision made regarding a resident’s well-being reflect the choices of the resident. Each of our staff are dedicated to providing

C.A.R.E. - Compassion And Respect Everyday

Updated: June 24, 2010 4

Zero Tolerance of Abuse The Region of Peel Long Term Care has a zero tolerance abuse policy. It is consistent with the standards of the Ministry of Health and Long-Term Care. Abuse means any physical, sexual, emotional, verbal or financial abuse as well as any form of exploitation or neglect of resident and clients. At our Centre, we do not tolerate any form of abuse. Our residents must be treated with respect and dignity at all times by staff, service providers, visitors and volunteers. We handle all allegations of abuse in a confidential manner, investigate them carefully and take appropriate actions. Our Centre will ensure that people who report incidents of abuse will not be penalized.

Advocacy Tall Pines’ Resident Council, Family Council and Friends of Tall Pines volunteers are empowered to participate in enhancing the quality of life for the entire Tall Pines community. The Advocacy Centre for the Elderly is a community-based legal clinic for low income seniors. It is managed by a volunteer board of directors, at least half of whom are seniors. It is the first legal clinic in Canada to specialize in legal issues for seniors. They can be reached at (416) 598-2656.

Who Are We? Tall Pines Long Term Care Centre is owned and operated by the Region of Peel and operates in accordance with Ministry of Health and Long-Term Care (MOHLTC) standards. The Region of Peel has a Tradition of Caring and has been providing long-term care services for more than 100 years. We are accredited by the Canadian Council on Health Services Accreditation (CCHSA), the long-term care sector’s gold standard for quality service. The CCHSA Program is a voluntary program which aims to ensure standards of care in the field of health care are met. Tall Pines participates in the accreditation process to ensure that programs of service and care meet with nationwide standards. The accreditation program is also an important means by which we can continually review the quality and variety of programs we offer. We have also been awarded The National Quality Institute PEP Level Four Organizational Certification and Quality Care Award by The Ontario Association of Non-Profit Homes and Services for Seniors.


Tall Pines Management Team Our management team is made up of experienced professionals who are available Monday to Friday to answer your questions:

Administrator Director of Care Supervisors of Care Activation and Volunteer Services Supervisor Business Services Supervisor Social Worker Dietary Services Supervisor Facility Services Supervisor

A current telephone contact list is inserted for your convenience and also posted on the “Family News Board” located in the front hallway.

Home Away From Home Tall Pines provides a home-like environment with safe and secure outdoor spaces. Think of your move to Tall Pines as a simple change of address where you will be involved in all aspects of your life and care. Your bed is one of 160 beds over three floors. Each floor has two Resident Home Areas which provide a comfortable, safe and home-like atmosphere. 1st floor Resident Home Area names are Humber Court and Pinerose Court 2nd floor Resident Home Area names are Castlemore Court and Woodhill Court 3rd floor Resident Home Area names are Mayfield Court and Wildfield Court. Each Resident Home Area is home to 27 residents with living, dining and recreation rooms as well as a den, which will provide opportunities for companionship. An outdoor terrace completes each Resident Home Area’s amenities.

Part of Your Community Located in the historical Township of Chinguacousy, the area where Tall Pines is located was originally part of the land claim of the Mississauga Indians. It was sold to the Crown in the early 1800s. The original land in the Township was known for its tall pines, which were cleared to develop farmland. Through your daily activities and through our volunteers, you will have a rich quality of life because you will be connected to the diverse surrounding community. With regular trips and excursions, education nights, visits from neighbouring schools and local congregations you will feel like part of the community.


Residents’ Responsibilities To ensure that our Centre is an enjoyable and safe place, it is important that….

Each resident observe the rules and policies of the Centre. Each resident shall respect the rights and privacy of others. Each resident shall treat others, including staff and volunteers, with dignity, courtesy and

respect.

Services Provided One basic accommodation rate (which is prescribed by the Provincial Government) provides you with most of your day-to-day needs. The nursing team is made up of experienced Registered Nurses, Registered Practical Nurses and Personal Care Attendants who are available 24 hours a day/7 days - including care given by or under the supervision of a Registered Nurse or Registered Practical Nurse. The following is a list of services that are provided to each Resident as part of the standard fee:

Nursing and personal care on a 24-hour basis including the administration of medication and assistance with activities of daily living.

On-site medical care provided by physicians who makes regular visits to the Centre. Supplies, equipment and devices necessary for the provision of medical, nursing and personal

care and activities of daily living. Supplies and equipment for personal hygiene and grooming, including skin care lotions and

powders, shampoos, soap, deodorant, toothpaste, toothbrushes, denture cups and cleansers, toilet tissue, facial tissue, hair brushes, combs, disposable razors, shaving cream, incontinence products and feminine hygiene products.

Meal service and meals, including three meals daily, snacks between meals and at bedtime, special and therapeutic diets, dietary supplements and assistance devices for self-feeding.

Social, recreational and physical activities and programs, including the appropriate supplies and equipment.

Rehabilitation services including some supplies and equipment. Laundry service including labelling, machine washing and drying of personal clothing. Bedding and linens including mattresses, pillows, bed linens, wash cloths and towels. Bedroom furnishings including an adjustable bed with adjustable bed rails, a bedside table,

dresser, side table, lamp, a comfortable easy chair and curtains. Standard accommodation and an option to upgrade to preferred accommodation. Cleaning and upkeep of the Centre. Personal equipment is to be provided by you or your family members e.g. wheelchairs, walkers.

For your information, the Ministry of Health and Long-Term Care sets the daily and monthly rates for all types of accommodation. Each year they advise provincially regulated centres what they can charge residents to cover a resident’s accommodations fees. There are some rate reductions that can, when appropriate, be extended to those who are unable to pay the basic rate for standard accommodations. Our Financial Clerk in the Business Office will be able to assist you in determining whether you are eligible for these reductions. Please note you may be charged interest for missed, incomplete or late payments.


Leave of Absence

Home Leave/Casual Leave A casual leave of absence of up to 48 hours per week is available to residents. Casual leaves are permitted throughout the year in addition to vacation or medical/psychiatric leaves. For calculation of the period for casual leaves, the first day of the week is considered to be Sunday.

Vacation/Medical Leave/Psychiatric Leave A resident is entitled to 21 days of vacation per year. When casual leave is combined with the vacation at the rate of 48 hours per week, it is possible to have up to 31 days of combined leave once a year. Residents need to advise nursing staff, in advance, when they plan to take vacation or casual leave days. The approved leave periods for residents admitted to hospital are 30 days for medical care and 60 days for psychiatric care. Please enquire at the Business Office if you require further information. Tall Pines Long Term Care Centre also provides or arranges for the provision of important health care services and programs for our residents. Included among the professional services available are: (Please note that you will be informed about the health care services that may be available in the Centre or which may be arranged for by the Centre including any associated costs to you if you agree to receive such services.)

Activation Services

Recreational and Therapeutic Programming Opportunities to participate in a wide variety of recreation programs are offered during the day, evening and on weekends. These programs are designed to meet your physical, intellectual, emotional, social and spiritual needs. Recreation programs include trivia, baking, reminisce, active games, crafts, themed events and entertainment. We also offer residents the opportunity to engage in music therapy, horticulture therapy, pet therapy and a specialized sensory stimulation program for resident who have dementia.

Therapeutic Gardens Our two enclosed therapeutic gardens – Sunnylea and Flowerlea – as well as the reflective garden are fully accessible and provide a safe, stimulating space for both you and your family. Recreation programs such as gardening, luncheons and social events are regularly arranged in these gardens.

Community Outings Community outings such as shopping trips, picnics and visiting area attractions are arranged by the Activation Team based on resident interest and seasonal themes.

Calendar of Activities and Events A Recreation Calendar is produced monthly for each of the six Resident Home Areas. Each calendar reflects the needs and interests of the residents living on each court. The calendar is distributed to each resident room, posted on the Leisure Activity Board on each Court and may also be obtained from the Business Office.


Audiology Services Care by a registered audiologist is provided when requested. The cost may be covered by OHIP. Residents can apply for financial assistance through the Ministry of Health and Long-Term Care Assistive Devices Program. Contact is 1-800-268-6021 or TTY 1-800-387-5559. NOTE: Resident/family is responsible for any hearing aids and must ensure the hearing aid is marked for identification purposes. If they are not marked before admission to Tall Pines, our staff will be happy to offer you information as to where this task can be performed. Professional marking is recommended.

Banking Services The Centre provides an interest bearing bank account in which you or your substitute decision maker may deposit money that can be available to you for day-to-day purchases. This bank account is not for large sums of money to be held. The bank is located at the Business Office and transactions can take place Monday to Friday 8:30 a.m. to 4:30 p.m.

Dental Services Dentist: Arrangements may be made for dental visits through the Registered Nurse. We recommend an annual examination by a dentist for all residents. The cost of these services is your responsibility. Denturist: Arrangements to have dentures made, relined or adjusted may be made by contacting the Registered Nurse or by contacting a denturist of your choice. The denturist will provide services within Tall Pines. The cost of these services is your responsibility. NOTE: Resident/family is responsible for any dentures and must ensure the dentures are marked for identification purposes. If they are not marked before admission to Tall Pines, our staff will be happy to offer you information as to where this task can be performed. Professional marking is recommended.

Facility Services

Housekeeping Regular housekeeping and maintenance duties are carried out in accordance with Ministry of Health regulations to ensure your environment is attractive, clean and safe. The Facility Services staff will assist you in determining the suitability of bringing some of your own furniture to the Centre.

Laundry/ Taking Laundry Home We provide our own laundry service on-site. General laundry service is provided free of charge. On admission, all clothing will be labelled by laundry staff. Any new clothing brought in at a later day should be provided to nursing staff, who will send the items to laundry for labelling. Items such as bedding, linen, pillows, wash cloths and towels are provided. All of the linen and personal clothing is sent to the laundry. The nursing staff is responsible for sorting the soiled linens and residents’ personal clothing by using a colour coded bag system. The Facility Services staff is responsible for sorting the linen and for delivering clean linen to the Resident Home Areas.


If your family wishes to do your laundry at their home, then please advise the nursing staff. A hamper should then be provided for the soiled laundry and then picked up by your family on a regular basis.

Lost and Found Clothing If an article of clothing is lost, please notify the registered staff and they will complete a Missing/Lost Item form. The form will be sent to the laundry and they will search for the missing item. If the item is not located in the laundry the registered staff will be notified and a search of the residents’ closets will be done to see if the article may have been returned to the wrong location.

Maintenance The maintenance department has a comprehensive maintenance program that is aimed at providing a comfortable, secure and safe environment. Do not hesitate to bring any concerns forward to the Facility Services Supervisor.

Resident Furnishings/Electrical Appliances/ Pictures/ Mirrors/Wall Hangings Another responsibility of maintenance staff is to inspect all resident furnishings and electrical appliances, such as televisions, radios and lamps, prior to placement in your room and to assist in the installation of pictures, mirror, wall hangings, etc.

Electrical Items not permitted are: Refrigerators of any type or size Humidifiers Cooking equipment Heating blankets Kettles Microwaves

Maintenance staff must be informed when any furnishings or appliances are brought into the Centre to ensure they meet legislative requirements. The layout of your room needs to ensure the safety of the residents and staff. If there are safety concerns, items may need to be relocated or removed. Any televisions, radios and lamps will be inspected twice a year by the Maintenance staff to ensure that they are safe. Repairs to personal belongings are your responsibility or your family member.

Foot Care Services Regular foot care clinics are arranged by the Centre. Foot care service is provided by a registered Chiropodist/Podiatrist. OHIP pays a portion of the fee for services and the remaining portion is your responsibility. Payment should be mailed directly to the provider of the service.

Hairdressing Services Our hair salon located on the 1st floor, provides a wide range of hair care services for both men and women. Residents may schedule appointments by calling 905-791-2449 Ext. 2313. All services provided by the hair salon will be deducted from your trust account.


Mail Services Your personal mail will be delivered to your room on a daily basis. A “mail box” is located at the Business Office for your outgoing mail. You can also buy Canadian, U.S. and International stamps from the Business Office.

Meals and Nutrition Services We offer a pleasurable, unhurried and social dining atmosphere. Breakfast, lunch and dinner are served in the dining room located just around the corner from your room. We understand that not everyone likes to have breakfast early in the morning, so we offer a continental breakfast for the late risers. In addition, we offer snacks in between meals and refer to them as our Mid-morning Quencher, Afternoon High Tea and Night Cap. Our three week menu cycle is based on the Eating Well with Canada’s Food Guide. To meet individual dietary needs we offer regular and therapeutic diets with planned alternative menu choices for beverages, entrees, vegetables and desserts. We also schedule men theme days to acknowledge traditional holidays, cultural themes and other special occasions. We have large posted daily menus as well as seven days advance posting of the menus for the week in the dining room. The final stage of meal preparation occurs in your dining room servery to allow you to have a visual and sensory experience of the meals being served. We also provide sample food plates to assist in your selection of the meal. Our resident-centered professional staff includes the Supervisor of Dietary Services who is a Registered Dietician, certified cooks and dietary aides. We also have a Clinical Die titian who will maintain the nutrition programs to ensure that residents receive their appropriate diets and nutrition interventions. Comment Cards are available in the dining rooms for prompt reporting of concerns and accolades. We also schedule regular resident Dining Services meetings and conduct resident meal service satisfaction surveys. We look forward to receiving your feedback.

Guests for a Meal Your family members and friends are always welcomed to join you during meals. Meal tickets can be purchased from the Business Office. Visitors are asked to notify and present their meal ticket to dietary staff in your dining room by 10:30 a.m. for lunch and by 2:30 p.m. for dinner. Visitors will be seated in the dining room with the resident they are visiting if they can be accommodated. For a large resident family gathering, please contact the Business Office to enquiry about other rooms that can be booked.

Bringing Food into the Center You, like many of our residents, may be on special diets as prescribed by the physician and a small variance in the extra food and drinks taken may disrupt their treatment plan. Family members and friends can bring food and/or beverages for you but are asked to check with the registered staff. Food brought into the Centre from outside for your personal consumption must be dated, stored and consumed at the earliest opportunity. Food items can be stored in the refrigerator in the Recreation Room. You must be competent and physically capable to access and reheat foods. For residents that are dependent on meal assistance, family members must be present while the food is consumed. Staff are not permitted to reheat any food brought into the Centre.


The Centre does not assume responsibility for foods brought in and will discard food when spoiled and perishable foods within 48 hours. The sharing of food to other residents is not supported as we want to ensure that all residents remain safe and receives food according to their prescribed diets. Your cooperation is sought in helping to ensure a safe environment for all residents.

Medical Director and Attending Physicians Tall Pines Medical Director oversees the Centre’s medical services and requirements. Your medical services are provided by the Medical Director and/or the Centre’s attending physicians. The Medical Director keeps abreast of current geriatric medical information and treatments and supports and participates in qualify of life programs.

Medications/Treatments

Medications/Treatments and Pharmacy Services Medications and/or treatments are prescribed by a physician and are administrated by a Registered Nurse or Registered Practical Nurse. Any medication not covered by the Ontario Drug Benefit Plan will be invoiced directly to you and payment can be made directly to the pharmacy by mail. No medication of any kind may be brought to you and left in your room.

Health and Herbal Remedies Medications are prescribed by the doctor and are administered by the registered staff. If you are on any health or herbal remedies or are using any over-the-counter medications, please inform your attending physician and the registered staff. All new medications including vitamins and over-the-counter medications must be approved by the attending physician and be provided from the Centre's pharmacy. This also provides us the opportunity to advise you of any potential adverse drug interaction.

Alternative Treatment The physicians and the staff of the Centre are supportive of the residents’ choices with respect to the care of the residents as expressed by the resident or when appropriate their substitute decision maker. If you are using treatment other than traditional please inform your physician and our staff so we can assist you to co-ordinate the care plan.

Nursing and Personal Care Services The Directors of Care, assisted by the Registered Nurses and Registered Practical Nurses, are responsible for co-ordinating, implementing and evaluating the nursing care. The Director of Care of each Resident Home Area will share information on how each area functions. She is also available to meet with you or your family to discuss any specific concerns which may require changes to meet your expectations. Open communication is essential to ensure that residents’ needs are met.

Advanced Care Planning When a resident is too ill to make decisions, family or substitute decision makers must make decisions on their behalf. These decisions are often fraught with guilt or conflict and can be very difficult to make at a time of crisis. Advanced Care Planning is about you making choices now about how you wish to be cared for in future when perhaps you will not be capable. It is also about giving someone you trust the


information and authority to act on your wishes for you. Any direction you have given can be altered later if your wishes change. Upon your admission, members of our Centre’s care giving team will help you and your family to understand the options.

Care Planning When you arrived at Tall Pines, a nursing and medical assessment is conducted. With input from you and/or your family, a plan of care is then developed. This plan of care is individualized and is representative of your current health care status. Within the first six weeks after admission, a Care Conference is held. This conference is an excellent opportunity to share information in an informal setting with representatives from all our departments who are involved with your care. You may invite your family to attend the conference as well. We encourage you to bring any concerns you may have promptly to the registered staff, so it may be resolved in a timely manner. The plan of care will be reassessed at the conference and other issues related to your needs and wishes will be discussed. Subsequent conferences are held annually and offer an opportunity for all parties to community and maintain a consistent approach to care and a high quality of life for you.

Medical Appointments If you have an external doctor’s clinic or appointment, you will need to have a family member or friend accompany you. You are responsible for arranging and paying for any transportation that you required.

Private Duty Nurse/Aide All requests for private duty personnel should be discussed with the Director of Care. The cost of such a service will be your responsibility. Our staff will be happy to provide you with a list of agencies which can assist with providing skilled private duty caregivers. Please note: Tall Pines staff are not permitted to work privately for you.

Palliative Care Program Palliative care is supportive rather than curative in nature, with a focus on comfort. It is provided through a collaborative approach in partnership with the Centre Care Team and the family. It is driven by the individual needs of the resident and his/her family and/or significant other. The resident and/or the substitute decision maker are the best judge for directing the care.

Restorative/Rehabilitation Services Restorative and rehabilitation services are available through the physiotherapy team, rehabilitation assistant and occupational therapists as required. Residents are assessed by a therapist and an individualized treatment plan is developed. Programs foster independence in mobility, dining, dressing, communication and other activities of daily living to maximize and maintain the highest level of functionability. Our Central Therapy Room is located on the 1st floor. Limited coverage of these services is provided by OHIP.


Social Work Services The professional services of our social worker is available to all residents and/or family members to access such services as:

Support at time of admission Support with adjustment and coping issues Ongoing counselling/support/advocacy Facilitate support groups as needed Provide referrals to outside agencies as needed

Spiritual Care We offer a range of multi-faith, spiritual and personal services through our Chaplain, local clergy and faith group representatives.

Vision Care Services An appointment with an optometrist will be arranged for any resident requiring care. The cost of these visits may be covered by OHIP. NOTE: Resident/family is responsible for any eyeglasses and must ensure the eyeglasses are marked for identification purposes. If they are not marked before admission to Tall Pines, our staff will be happy to offer you information as to where this task can be performed. Professional marking is recommended.

Volunteers Volunteers play an invaluable role in enriching the lives of all residents. We provide opportunities for people to make a difference in the lives of the residents at Tall Pines Long Term Care Centre. They work with the staff team to assist in providing many social and recreational programs, friendly visiting, palliative care visiting, meal assistance, support in cultural and spiritual observances and other rewarding opportunities. In addition, volunteers can take on special projects in fundraising to help improve the quality of life for our residents. We welcome family and friends of residents as volunteers. A Volunteer Package is available at Reception or you may speak to the Coordinator of Social Work and Volunteers if you are interested in learning more about volunteer opportunities.

“Friends of Tall Pines” The Friends of Tall Pines is a volunteer group that has been established to promote an enhanced quality of life for residents at Tall Pines. This volunteer group will champion our long term care services, act as ambassadors for Tall Pines, offer various social events, operate the Countryside General Store at the Centre, organize fundraising events and help the Centre to integrate in the North Brampton community. For further information please contact our Coordinator of Social Work and Volunteers.

Countryside General Store Our general store is operated by our Friends of Tall Pines. It is open to provide residents and visitors the opportunity and convenience of purchasing small items in-house.



Other Important Information

Collection of Personal Health Information Under PHIPA (Personal Health Information Protection Act), we collect personal health information about you directly from you or from the person legally acting on your behalf. The personal information we collect may include your name, date of birth, address and contact information, health and health care history and your OHIP number. We may collect records of your visits to hospitals or specialists and information on the care you received during those visits including laboratory, x-ray and other medical results. Occasionally, we collect personal health information about you from other sources where have obtained your consent to do so or where the law permits. We collect, use, disclose and store your personal health information to: Make decisions about the types of services you require Provide direct client care Communicate with other service providers on your behalf Monitor the provision of services and evaluate your response to services provided Plan, administer and manage our internal operations Conduct risk management and quality improvement activities Verify eligibility for services Verify eligibility for Ministry of Health and Long-Term Care payment Meet legal and regulatory requirements Conduct research to improve health care services provided Compile statistics Teach Fundraise to improve health care services and programs Fulfill other purposes permitted or required by law

We take steps to protect your personal health information from theft, loss and unauthorized access, copying modification, use, disclosure and disposal. We also take steps to ensure that everyone who performs services for us protects your privacy and only uses your personal health information for the purposes for which you consented. Our privacy contact person is the Director of Long Term Care. If you would like to know more about how your personal health information is collected, used, disclosed or stored, or about our privacy protection practices or to raise a concern you have with our practices, please contact the Director of Long Term Care through:

Peel Long Term Care Division 10 Peel Centre Drive Brampton, ON L6T 0E5 Telephone: 905-799-7700 Fax: 905-789-1604 or email [email protected]

mailto:[email protected]

Family Council Residents’ family members and friends meet on a regular basis with an opportunity to:

Support each other Advocate for their loved ones Express ideas and concerns to help create positive change Create a forum of education and information sharing Sponsor activities that will enrich the lives of Tall Pines residents

Financial Assistance Programs The Ministry of Health sets daily and monthly rates for all types of accommodation, annually. In the event that a resident has insufficient income to cover the cost of the standard charge for a basic bed, a rate reduction may be requested upon presentation of documentary proof of income. The rate of reduction is effective starting in the month in which it is applied for, and is not retroactive to the date of admission. If you wish to obtain information on government financial assistance programs, please speak with the Social Worker or the Financial Clerk in the Business Office.

Gift Giving Gifts (items or money) of any sort are not to be offered to staff or volunteers. Quality care and attention will be provided to our residents without the need of gifts. Should you or family members wish to express appreciation, please speak to your Director of Care or Administrator to discuss an appropriate gesture.

Keeping You Informed There are several avenues that we use to keep you and your family members informed:

Family News Bulletin Board located in the front hallway

Brochure and Pamphlet Display Stand located at the front door

Newsletter - The Tall Pines newsletter is published quarterly. A copy is delivered to your room and a copy mailed to your family members. It is also available on our website: www.peelregion.ca/long-term care and then follow the links to Tall Pines Long Term Care.

Our website www.peelregion.ca/long-term care

Automated Telephone System

Family Council bulletin board located in the front hallway near the 1st floor nursing hub

Resident Council bulletin board located in the front hallway near the 1st floor nursing hub

Leisure Activities Boards and calendars located in each resident home area.

Elevator bulletin boards


http://www.peel.region.ca/long-term

http://www.peelregion.ca/long-term%20care

Memory Book Your personal Memory Book is located on your bedside table. We encourage residents to share ‘your life story’ and capture special memories in the Memory Book. The Activation Therapists are happy to assist you in this venture. Photocopying photographs of sentimental value is a great way to share with others while keeping the original safe.

Newspapers You may have newspapers delivered to Tall Pines. You or your family are responsible for notifying the newspaper company directly and for the cost of such newspapers.

Personal Belongings The Centre supplies standard furniture and bedding. We encourage you to personalize your room. You may wish to bring any of the following:

Your favourite chair Television with the console or on a table (with earphones for shared room) Radio (with earphones for shared room) Clock Table lamp Mirror Pictures Afghan or comforter

Any large items must be brought into the Centre via the receiving door. Our Facility Services Supervisor is glad to assist you to arrange for a delivery time. Please discuss with our Facility Services Supervisor prior to any major additions or changes to your room. The Centre does not accept responsibility for your personal belongings or valuables. Jewellery and large sums of money are best kept with a family member.


Personal Clothing The laundry staff will label all clothes that residents bring into the Centre. Please leave them at the Nursing Hub on your floor:

Suggested Clothing List

Women Men

2 Housecoats 2 Housecoats

2 pairs of slippers (non-slip sole) 2 pairs of slippers (non-slip sole)

2 pairs of shoes (e.g. running with Velcro closures, flat with sturdy shoes with Velcro closures, flat support). Washable shoes are preferred.

2 pairs of shoes (e.g. running with Velcro closures, flat with sturdy shoes with Velcro closures, flat support). Washable shoes are preferred.

10 pairs of socks (no tight elastic top) 10 pairs of socks (no tight elastic top)

6 night gowns 6 night gowns

6 changes of bras and/or vests 6 changes of underwear

6 changes of underwear 6 pairs of trousers (washable) and/or jogging suits

6 dresses (washable) and/or slacks 2 sweaters

6 tops or blouses/jogging suits 1 hair brush

2 sweaters 1 electric razor

3 pairs of stockings 1 winter coat

1 hair brush 1 spring coat

3 slips Hat

1 winter coat

cosmetic/costume jewellery

Hat

Glasses, hearing aide(s), dentures (these items must be marked with resident’s name prior to arriving at Tall Pines and it is the responsibility of the resident or family member. Clothing made from delicate materials such as silk or wool cannot be processed through our laundry services.


Process for Raising a Concern It is our goal to make each resident’s life is as comfortable and fulfilling as possible. Our staff will endeavour to ensure you and your family have the best experience at Tall Pines. Issues causing you concern should be addressed promptly. There are several ways to communicate your concerns. You may speak with:

a staff member the In-Charge Nurse a Director of Care or Supervisor Social Worker Tall Pines Resident Council the Director of Long Term Care

You may also contact: the Ministry of Health and Long Term Care who will assist residents and/or families who feel their concerns have not been addressed. If you want more information, have a concern or want to register a complaint about a long-term care centre, you may call the Long-Term Care Action Line at 1-866-434-0144 – 7 days a week 8:30 a.m. to 7:00 p.m. or you may contact:

Compliance Advisor Ministry of Health and Long Term Care 201 City Centre Drive, Suite 301 Mississauga, ON L5B 2T4 905-897-4613

Also you may contact the Financial Office of the Ministry of Health and Long term Care

Ministry of Health and Long Term Care 201 City Centre Drive, Suite 301 Mississauga, ON L5B 2T4 905-897-4629

Minister of Health and Long Term Care at

(Simcoe West) 10th Floor, Hepburn Block 80 Grosvenor Street Toronto, ON M7A 2C4 416-327-4300


Resident Council

What is Resident Council? provides a means for communication for residents of the Centre. Through Council, residents have

a say in areas that directly affect them and can have input into policy making and planning of programs and services

provides a means of communication between the various departments and the residents. Staff can describe the programs and policies that will directly affect the residents

makes decisions regarding projects, leisure programs, special events and the spending of monies brings to the attention of management, suggestions as how to improve the quality of life at Tall Pines

Long Term Care Centre encourages and develops discussions on concerns and issues affecting residents maintains good communication between residents and management at Tall Pines Long Term Care

Centre ensures that all residents' views are represented at meetings provides an opportunity to evaluate current programs and recommend new program initiatives

Resident Council meets monthly. The date, time and location of the meetings is on the Resident Council bulletin board located in the front hallway near the 1st floor nursing hub and on the monthly calendar.

Television/Internet Each room has a television outlet for Cable television and internet. You or your family members are responsible for setting up cable. For service call 1-888-764-3771.

Telephone Service You are able to have telephone services in your bedroom; however it is your responsibility to contact the telephone service provider directly to initiate this service. For service call 310-2355.


Health and Safety Tall Pines management and staff believe that every effort should be made to protect the health and safety of residents, volunteers and visitors. Tall Pines policies support the philosophy of a safe environment. Abiding by all policies and observing all safety signs as well as following directions given by staff is the responsibility of residents, family members, visitors, volunteers and staff.

Alcoholic Beverages No alcoholic beverage of any kind may be brought into the building nor provided or left with a Resident for discretionary consumption. However, alcoholic beverages may be allowed with a physician’s order. All alcoholic beverages will be kept in the medication room and dispensed by the charge nurse. Residents will have opportunities to consume alcohol during some special events meals. Families may provide alcohol if requested by the resident and approved by the physician. Please be cooperative with this policy as mixing of alcohol with medications may produce severe reactions.

Building Security The Centre has a Security system that magnetically locks exit doors and certain interior doors to ensure that Residents are safe and secure. The security system also interfaces with our wandering protection system to alert staff if a wandering Resident has left the area.

Call Bells Call bells are located in:

Residents’ room at each bedside unit, all washrooms – resident and public tub and shower rooms, and most common areas.

To activate the call bell simply push the button and staff will respond to your call.

Cold Weather Alerts/Guidelines Peel Public Health may issue an alert when Environment Canada’s weather forecast suggests a possibility of health risks due to low temperatures. Tall Pines has safety guidelines in place to protect your health during these alerts. Some activities may have to be cancelled or adjusted based on these alerts. Cold weather alerts will be posted on the Family News Board in the front hallway.


Controlled Entrance We have one entrance used by our residents, visitors and friends. The door is power locked after business hours. The main entrance also has a visual surveillance camera. All residents wear an identification bracelet and those at risk of wandering wear an electronic bracelet, which triggers the power lock and an alarm at these entrances. Please help us keep our residents who are at risk of wandering safe by not letting anyone you do not know exit the building. If in doubt, ask staff for assistance.

Emergency Procedures Exercise Working together with the Region of Peel and the City of Brampton, a mock disaster exercise tests some aspects of the disaster plan (e.g. Bomb threat, fire, missing resident). This exercise is planned once a year.

Fire Alarms/Drills While we do not wish to disrupt our residents or their visitors, staff are legislated to practice fire safety procedures. Fire drills are conducted three times each month for the safety of residents and staff. It is important to conduct these drills, so that in the event of a real fire, staff are confident and prepared to handle the situation.

If you notice fire or smoke in your immediate area: Remain calm Leave the area immediately Close the door behind you if possible Call for help by

o pulling the fire alarm o shouting for help o using the call bell

If the fire alarm sounds: Remain calm Remain in your room with the door closed Turn off all electrical equipment in your room Keep telephone lines open Follow instructions given by staff or the Fire Department If away from your room, go with staff to a room or another safe location

Fire Regulations As a fire safety precaution, all items of an electrical nature must be cleared through the maintenance department to ensure Canadian Safety Association (CSA) compliance. The Centre has a policy which prohibits the use of extension cords. Power bars are an acceptable alternative. For safety reasons, cordless remote T.V. channel changers are the only type allowed.


Fire exits are clearly indicated at the Centre. The Emergency Plan is tested on a regular basis. Please co-operate with the requests of staff members. There may be several important reasons why a request is made of you immediately, with little time for a full explanation.

Hot Weather Alerts or Extreme Heat Alerts/Guidelines The Region of Peel may issue a heat alert when the weather suggests a risk to human health. Tall Pines has safety guidelines in place to protect your health during these alerts. Some activities may have to be cancelled or adjusted based on these alerts. These notices will be posted on the Family News Board in the front hallway.

Infection Control Infection control is the practice by which the Centre prevents and manages infections. Infection control principles are included in all aspects of providing care for all residents. Hand washing is the best method to prevent transmission of infections. We strongly recommend family members and visitors wash their hands. Hands should be washed when you arrive, and before you leave the Centre. A paper towel should be used to turn off the taps to keep your hands clean after washing. We also have alcohol rinse hand sanitizing stations available at the main entrance and in each Resident Home Area for your convenience. Family members and visitors may be asked to not visit the Centre during an outbreak of an infectious disease. The purpose is to protect you and your family from the infection. Family members and visitors should not visit if they have colds, fever, or vomiting and diarrhoea. Also, children exposed to chickenpox are advised not to visit Tall Pines. Immunization is important for all seniors. It is especially important for individuals who are frequent visitors to a long term care centre.

Latex Free Latex can cause health risks. We prohibit the use of latex products at Tall Pines. This includes bringing in balloons – only foil type balloons are allowed into the building.

Let us know if you are going out As part of our safety plan we must be able to account for all residents at all times. Located at the Hub on each floor is a sign-out book. Please make sure that when you leave Tall Pines Centre, you sign yourself out or have a family member sign you out. Please remember to sign in when you return.

No Smoking Policy Please be advised that Tall Pines is smoke-free. Residents, family members and visitors are prohibited from smoking within our Centre. Please note that our smoking policy is strictly enforced.


Notification of Next of Kin/ Representative A primary contact must be designated by the resident, or when appropriate their substitute decision maker. Please make sure this information is up to date. In the event of Resident injury or change in Resident status, the next of kin/representative is notified promptly.

Resident Identification All residents are required to wear an identification bracelet. A picture of each Resident is taken on admission for identification and security purposes and is kept on file.

Safety devices Risk to each resident’s health and safety is identified and addressed in ways that consider his/her choice, freedom of movement, dignity, and respect. We believe that residents should be able to move about independently. Safety devices such as seatbelts, table tops and bed side-rails are used for Residents safety following a comprehensive assessment of need. Restraints are only utilized as a last resort and are constantly monitored and evaluated to ensure their safety and necessity.

Scent Free Environment We ask that you, family members and visitors contribute to our respectful and supportive environment by being considerate of our residents, staff, volunteers and visitors by being aware of the affects scented products can have on other and we ask that you refrain from using or wearing scented products. It is not our intent to dictate the personal usage of a wide variety of products but to make you aware of the health problems that scented products can have on others. For more information please speak to one of the members of Tall Pines management team.

Smog Watch or Alert/Guidelines The Ministry of Environment issues smog watch or alert when there is a 50% probability that the Air Quality Index reaches or exceeds 50. Tall Pines has safety guidelines in place to protect your health during these watches or alerts. Some activities may have to be cancelled or adjusted based on these watches or alerts. These notices will be posted on the Family News Board in the front hallway.

Wanderer’s Bracelet and Registry If a resident has exit-seeking tendencies we strongly recommend an electronic bracelet be worn by them at all times. This bracelet will alert the staff in case he/she attempts to leave the premises.


Important Information for Family Members and Friends

Family Members’ and Friends’ Responsibilities: To ensure that our Centre is an enjoyable and safe place, it is important that:

Each family member and visitor observe the rules and policies of the Centre. Each family member and visitor shall respect the rights and privacy of others. Each family member and visitor shall treat others, including staff and volunteers, with dignity,

courtesy and respect.

Family Council – What is Family Council Residents’ family members and friends meet on a regular basis with an opportunity to:

Support to each other Opportunity to be an advocate for their loved ones Opportunity to express ideas and concerns to help create positive change Forum of education and information sharing Sponsor activities that will enrich the lives of Tall Pines residents

Family/Visitors Sign In/Out Procedures To ensure the safety of all our residents and staff, all family members and all visitors are required to follow our Sign In/Out Procedure:

Signing In AND Out: In the event of al emergency and/or evacuation, we will be able to see who is currently in the building.

Wear A Tall Pines Visitors Sticker: Allows staff to quickly identify that you are a visitor, that you

have signed in and you have a purpose for being in the building.

Hand Sanitizer: To prevent the spread of infection, you must use the sanitizer when signing in and signing out.

Review the Infection Control Screening Tool: In an effort to prevent an infectious outbreak, it

is important that you inform reception if you suffer from:

Cough Shortness of breath Fever, shakes or chills in the past 24 hours Or if you have had close contact with anyone who has been ill in the last 48 hours.

The receptionist will contact the In-Charge Nurse who will discuss these symptoms with you. If the receptionist is not on duty, immediately see the nurse on the floor you are visiting.


The Sign In/Out Book and Visitors Stickers are located at reception 7 days a week 8:30 a.m. to 8 p.m. and after hours you must the Sign In/Out Book and Visitors Stickers are located at the 1st floor Nursing Hubs.

Visiting Hours We do not have visiting restrictions. However, the main door will be locked at 10:00 P.M. each evening and are reopened at 7 A.M. the next day. As a courtesy to the residents living at Tall Pines we would ask that family and friends do not visit beyond 9 P.M. If there are special circumstances, please call ahead to speak to the nursing staff to arrange your visit.

Tips for Visiting It is often a difficult time when individuals and families realize that their loved one requires more care than they can receive while living at home. The decision to have your loved one move into a long term care centre is not an easy decision to make and it is important to understand the change that will transpire. At our Centre, we recognize these challenges and are here to assist you in making this transition as smooth as possible. There are some ways that your participation can assist your loved one in their transition of their new home:

It is important that you maintain some normalcy for your loved one such as: Communicating to them through frequent visits, phone calls, notes, cards or any other means that

you have customarily used. Remembering significant events such birthdays, anniversaries, holidays Encourage visits from your extended family such as grandchildren, nieces, nephews and friends. Help your loved one personalize their new room by bringing their favourite chair or dresser and

pictures and paintings for the walls and perhaps their favourite comforter or blanket. Personalize the “Memory Box” which is located outside their bedroom with their favourite items. Participate with your loved one in recreational programs. Plan visits before meal times.


Tall Pines LTC Centre Map - Front Entry and One Resident Court


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