A Handbook for Service Users

Your Community Mental Health Services Experience

| Bermuda Hospitals Board2

Table of Contents

Welcome to the Mid-Atlantic Wellness Institute 5 Our Vision, Mission and Values5 OurPrivacyPractices6 Our Service Standards8 YourRightsandResponsibilities12 MWISatisfactionSurvey

Accessing Community Mental Health Services at MWI13 Whathappensifyouarereferredto

Community Mental Health Services13 Questionstoaskaboutyourdiagnosesandtreatment17 Whatsupportisavailableforcarers

Your Health and Safety17 ServiceUserIdentifiers18 InformedConsent18 ParticipatinginYourCare19 HelpPreventTheSpreadofGerms20 MedicineSafety21 PreventingFalls

Information for You, Family and Friends22 Electronic Devices22 FireSafety23 Security23 ASmoke-FreeHospital23 Perfume23 Latex Allergies

Service User Handbook | 3

Services and Amenities24 Food24 MWICafeteria24 Vending Machines24 LostandFound24 Taxi Service24 Pay Phones

Special Services25 ForeignLanguageInterpreters25 AssistanceFortheHearingImpaired25 Pastoral Services and Chapel26 EthicsConsultationService26 Medical Concierge

Frequently Used MWI Telephone Numbers

| Bermuda Hospitals Board4

Welcome

WelcometotheMid-AtlanticWellnessInstitute(MWI).Ourgoalsaretoensurethatyourexperiencewithusisfocusedonyoursafetyandcomfort,andthatyoureceivethehighestqualityhealthcare.

MWIisfullyaccreditedbyAccreditationCanada.Participatinginaccreditationandevaluatingourselvesagainstaccreditationstandardsenablesthehospitaltomeetthehigheststandardsofcare.Wearestronglycommittedtoourmissionofprovidingexceptionalcareinanenvironmentwhere quality, respect, caring and compassion are at the centreofallwedo.

ThisbookletcontainsessentialinformationaboutourcommitmenttomakingMWIsafeandwelcomingforallofourserviceusers.Shouldyouhaveanyquestionsaboutyour care or experience with us, please do not hesitate to askamemberofourstaff.WevalueyourcommentsandsuggestionsonwayswecancontinuetoimprovethecareandservicesatMWI.

Service User Handbook | 5

Our Vision, Mission and Values

Vision:ExceptionalCare.StrongPartnerships.HealthyCommunity.

Mission:Deliveringsafe,high-quality,people-centred,

compassionate care, every day

Values: Respect • Accountability • Integrity • Service • Excellence

Our Privacy PracticesBermudaHospitalsBoardhasinplaceConfidentialityandReleaseofMedicalInformationPoliciesandProceduresthatsafeguardthedisclosureofpersonalinformationaboutanyoneassociatedwiththehospitals,includingstaff.TheConfidentialityPolicyistakenextremelyseriouslybytheBoardintheinterestsofprotectingtheprivateinformationofitspatientsandstaff.

| Bermuda Hospitals Board6

Our Service StandardsOureightOrganisationalServiceStandardsareaBHBpromise:Wearecommittedtopracticingexcellenceincustomerservice.Wetakeprideinmeetingandsurpassingtheexpectationsofserviceusers,families,physicians,volunteers,vendorsandeachother.Andwewillhonourthetrustplacedinusbytreatingeveryonewithdignityandrespect.

BHB Organisational Service Standards

1 Greetothersinafriendlymannerbymakingeyecontact,addressingthembytheirlastname(unlessotherwisedirected)andintroducingyourselfbynameanddepartmentortitle.

2 Respondquicklyandappropriatelytopatientandvisitorrequests.Bepreparedtoofferdirectionsorassistancewhennecessary.

3 Keepemployeeandpatientinformationconfidential.Neverdiscusssuchinformationinpublicareas,orwithpeoplewhohavenoneedtoknow.

4 Takeimmediateactiontoresolvemattersbroughttoyourattention.Ifyouareunabletoresolve,involvetheappropriatepeopleordepartment.

5 Listenandgivepeopleyourfullattention.Whenpeoplecomplain,don’tbedefensive.Hearthemout,thankthemforsharingtheirconcernandshowunderstanding.

6 Keeppeopleinformed.Tellpeoplewhattoexpect.Invitequestions.Checkbackandapologisefordelays.

7 Wearyouridentificationbadgeabovethewaist,facingforward.

8 TakeprideintheappearanceofBHBbyensuringyourworkplaceisneat,organisedandfreeofclutter.Inpublicareas,pickuptrash(ifitissafetodoso),orpromptlyreportmatterstohousekeeping.

Service User Handbook | 7

Mental Health Service Standards

Treat service users and service providers with courtesy and respect. Use caring behaviours and be considerate of ethnicity, race or diversity.

Cooperate with one another ensuring that teamwork is being practiced at all times.

Educate and involve service users and their carers in the planning and delivery of care.

Take initiative to engage with the service users to ensure their expectations/needs are met. Adapt your responses to make them feel comfortable and understood.

Take responsibility for keeping noise levels in clinical areas to a level that does not disturb or distract others.

Ensure service users have the best care possible by making appropriate documentation in response to clinical engagement.

Offer service users choice which promote their independence.

Do not display work-related and/or personal frustrations in the workplace.

Wear the appropriate uniform or dress attire at all times to ensure our service users feel confident in us and the BHB.

| Bermuda Hospitals Board8

Service User HandbookYour Rights and ResponsibilitiesWewantyoutothinkofyourselfasapartnerinyourcarebyparticipatinginyourtreatmentchoices,promotingyourownsafetybybeingwellinformedandactivelyparticipatinginyourcare.Weinviteyoutoknowyourrightsandresponsibilitiesduringyourstayatourhospital: •Youhavetherighttoreceiveconsiderate,respectfuland

compassionatecareregardlessofyourage,gender,race,nationalorigin,religion,sexualorientation,ordisabilities.

•Youhavetherighttoreceivecareinasafeenvironmentfreefromallformsofabuse,neglectorharassment.

• You have the right to be called by your proper name and tobetoldthenamesofthedoctors,nursesandotherhealthcareteammembersinvolvedinyourcare.

•Youhavetherighttohaveafamilymemberorrepresentativeofyourchoiceandyourownphysiciannotifiedpromptlyofyouradmissiontothehospital.

• You have the right to be told by your doctor about your diagnosisandpossibleprognosis,thebenefitsandrisksoftreatmentandtheexpectedoutcomeoftreatment,includingunanticipatedoutcomes.Youhavetherighttogivewritteninformedconsentbeforeanynon-emergencyprocedurebegins.

• You have the right to have your pain assessed and to be involvedindecisionsaboutmanagingyourpain.

•Youhavetherighttobefreefromrestraintsandseclusioninanyformthatisnotmedicallyrequired.

•Youcanexpectfullconsiderationofyourprivacyandconfidentialityincarediscussions,examinationsandtreatments.Youmayaskforachaperoneduringanytypeofexamination.

Service User Handbook | 9

•Youhavetherighttoaccessprotectiveandadvocacyservicesincasesofabuseorneglect.Thehospitalwillprovidealistofprotectiveandadvocacyresources.

•You,yourfamilymembersandfriendswithyourpermissionhavetherighttoparticipateindecisionsabout your care, your treatment and services provided, includingtherighttorefusetreatmenttotheextentpermittedbylaw.Ifyouleavethehospitalagainsttheadviceofyourdoctor,thehospitalanddoctorswillnotberesponsibleforanymedicalconsequencesthatmayoccur.

•Youhavetherighttoagreeorrefusetotakepartinmedicalresearchstudies.Youmayatanytimewithdrawfromastudy.

•Youhavetherighttosignlanguageorforeignlanguageinterpreterservices.Wewillprovideaninterpreterasneeded.

•Youhavetherighttomakeanadvancedirective,appointingsomeonetomakehealthcaredecisionsforyouifyouareunable.Ifyoudonothaveanadvancedirective,wecanprovideyouwithinformationandguidance.

• You have the right to be involved in your discharge plan.Youcanexpecttobetoldinatimelymannerofyourdischarge,transfertoanotherfacilityortransfertoanotherlevelofcare.Beforeyourdischarge,youcanexpecttoreceiveinformationaboutfollow-upcarethatyoumayneed.

•Youhavetherighttoreceivedetailedinformationaboutyourhospitalandphysiciancharges.

| Bermuda Hospitals Board10

•Youcanexpectthatallcommunicationsandrecordsaboutyourcareareconfidential,unlessdisclosureisallowedbylaw.Youhavetherighttoseeorgetacopyofyourmedicalrecordsandhavetheinformationexplained,ifneeded.YoumayaddinformationtoyourmedicalrecordbycontactingtheHealthInformationManagementServices441-239-1483.Uponrequest,youhavetherighttoreceivealistofpeopletowhomyourpersonalhealthinformationwasdisclosed.

•Ifreportersorothermembersofthemediaasktotalktoyou, you have the right to give your consent about their useofrecordingsorphotographs.Youhavetherighttowithdrawconsentupuntilareasonabletimebeforetherecordingorphotographisused.

•Ifyouorafamilymemberneedstodiscussanethicalissuerelatedtoyourcare,amemberoftheEthicsCommitteeisavailableatalltimes.Toreachamember,dialourEthicsConsultationHotline441-291-4673.Youmayreportyourconcernanonymouslyorifyouleaveyournameandnumber,EthicsCommitteememberwillreturnyourcall.

•Youhavetherighttopastoralandotherspiritualservices.Youmaycontactyourpersonalspiritualsupportoraskyournursetocontactthechaplainoncall.

• You have the right to voice your concerns about the care youreceive.Ifyouhaveaproblemorcomplaint,youmaytalkwithyourdoctor,nursemanageroradirector.YoumayalsocontactthePatientAdvocateat441-239-1425ore-mailpatientadvocate@bhb.bm

Service User Handbook |

Your Responsibilities • Youareexpectedtotreatallhospitalstaff,otherservice

users and visitors with courtesy and respect; abide by all hospitalrulesandsafetyregulations;andbemindfulofnoiselevels,privacyandnumberofvisitors.

• You are expected to provide complete and accurate information,includingyourfullname,address,hometelephonenumber,dateofbirth,SocialInsurancenumber, insurance carrier and employer, when it is required.

• You should provide the hospital or your doctor with a copyofyouradvancedirectiveifyouhaveone.

• You are expected to provide complete and accurate informationaboutyourhealthandmedicalhistory,includingpresentcondition,pastillnesses,hospitalstays,medicines, vitamins, herbal products and any other mattersthatpertaintoyourhealth,includingperceivedsafetyrisks.

• Youareexpectedtoaskquestionswhenyoudonotunderstandinformationorinstructions.Ifyoubelieveyoucan’tfollowthroughwithyourtreatmentplan,youareresponsiblefortellingyourdoctor.Youareresponsibleforoutcomesifyoudonotfollowthecare,treatmentandservicesplan.

• Youareexpectedtoactivelyparticipateinyourpainmanagementplanandtokeepyourdoctorsandnursesinformedoftheeffectivenessofyourtreatment.

• Youareexpectedtoabstainfromtheuseofalcoholanddrugs not prescribed by your physician and administered byBHBstaff.

• You are expected to leave valuables at home and only bringnecessaryitemsforyourhospitalstay.

11

| Bermuda Hospitals Board12

• You are expected to provide complete and accurate informationaboutyourhealthinsurancecoverageandpayyourbillsinatimelymanner.

• Youareexpectedtokeepappointments,beontimeforappointmentsorcallyourhealthcareproviderifyoumustcancelanappointment.

MWI Satisfaction SurveyShortlyafteryourdischargefromMWI,youmaybecontactedregardingaserviceusersatisfactionsurveyaskingforfeedbackaboutyourexperiencewithus.Weencourageyoutotellushowwearedoingbytakingafewminutestocompletethesurvey.Yourratingandcommentswillhelpustonotonlymeetyourneeds,buttocontinuallystrivetoexceedyourexpectations.

Bermuda Hospitals Board Executive TeamForinformationaboutourExecutiveTeamandBoard,pleasevisitourwebsiteatwww.bermudahospitals.bm/about-us/.

Service User Handbook | 13

Accessing Services at MWIOurgoalistohelpyougetsettledandfeelcomfortableasquicklyaspossible.

What happens if I am refered to Community Mental Health Services? • YoucanbereferredtoCommunityMentalHealth

ServicesbyyourGPoranotherhelpingagencyorbyselfreferral.

• Essentiallytheunderlyingreasonforreferralisbasedupontheneedforhelpwithmentalhealthissues.

• ThisisoftenbecauseMentalHealthServiceswillknowmoreabouttheproblemsyouareexperiencingandit’seasierforthemtohelpyou.

• TheseservicesarebasedattheMid-AtlanticWellnessInstitute.

• Thereferrerwillcontacttheteamandexplaintheproblemsyouareexperiencing.Youwillbegivenanappointmentwiththepersonorpeopleyouneedtosee.

• Being seen by a Community Mental Health Team does notmeanthatyouwillhavetogointohospital.

• Mostpeoplewhoarereferredtothisteamarecaredforandtreatedathomeandwiththerightsupport,continuetoleadactiveandfulfillinglives.

Questions to ask your Psychiatrist or Team MemberThischecklistsuggestssomequestionsyoumaywanttoaskaboutyourillness,treatment,careandrecovery.YoumaybeabletogetsomeofthisinformationfromothermembersoftheTeamwhoareinvolvedinyourcare.Noteveryonewillneedalltheanswerstoallthesequestions,andnotallatthesametime.

| Bermuda Hospitals Board14

Youmayhavequestionsthatarenotcoveredinthischecklist.Evenso,itshouldhelpyoudecidewhatyouneedtoknow.

About the illness • WhatdiagnosisdoIhave?–Ifadiagnosishasbeen

made. • What are the symptoms that suggest this diagnosis? • What tests have already been done? • Are there any other tests that might be needed? • Haveanyphysicalproblemsbeenfoundandwhatwill

need to be done about them? • Why has this happened to me? • WillIgetbetter?

What are the possible diagnoses that you are considering? • What are the possible diagnoses are you considering? • What tests have already been done? • Are there any other tests that might be needed?

Who will be responsible for my care (identify case manager)? • Whataretheaimsofmycareandtreatment? • WherecanIgetwritteninformationaboutthetreatment

Iwillhave/amhaving? • Whowillberesponsibleformycare(identifycare

manager)? • What exactly do they do? • Who else will be involved in my treatment? • Howoftenwillthepsychiatristseeme? • Whataretheplansformytreatment? • Do I have a choice? • Howlongwillthetreatmenttake?

Service User Handbook | 15

• Wouldtalkingtreatmentsofanysortbehelpful?Ifso,will they be available to me?

• WhathappensifIrefusetohavethesuggestedtreatment?

• ArethereanywaysIcanhelpmyself? • IfIamnotsatisfiedwithmytreatmentandcare,whodoI

speakto? • Tomakecomments • To get a second opinion • Tomakeacomplaint

Getting help • HowcanIgetintouchwithyou,especiallyifIamnotin

hospital? • How can I arrange to see you? • WhatdoIdoifIamworriedthatIambecomingill? • Who do I contact in an emergency? • Are there any support groups that I could get in touch

with?

Carers and my treatment – My carer(s) is/are….. • Will my carer be involved in discussion concerning my

care and treatment? • CanIdecidethatmycarermayknowonlyaboutsome

detailsofmycareandtreatment? • How can it help to have my carer involved in discussions

about me?

Medication issues • WhatmedicationamIon?

What should the benefits of this medication be? • In the short term? • In the long term?

| Bermuda Hospitals Board16

What are the possible side-effects of this medication? • In the short term? • In the long term? • Howoftenwillmymedicationbereviewed?

Managing the medication • Whyhaveyouchosenthisparticularmedication? • HowlongwillIhavetotakeitfor? • Arethereanyothermedicationsthatcouldbeusedifthis

onedoesnotwork? • Isthelowesteffectivedosebeingprescribed? • What symptoms would mean the dose should be

changed? • CanItakealowdoseandincreaseitwhennecessary? • WhyamIondifferenttypesofmedication? • Howoftenwillmymedicationbereviewed? • WhatwillhappenifIstopthemedication? • WhatshallIdoifIhaveanyunpleasantside-effects? • Doyouhaveanywritteninformationaboutthis

medication?

Hospital treatment • DoIneedtobeadmittedtohospital?Ifso,forhowlong? • WhatarrangementswillbemadeformeafterIleave

hospital?

If not admitted to hospital • IfIamnotadmittedtohospitalandmycarercannotlook

afterme,whowillcareforme? • Ifmycarerneedssupport,wherecantheygetit?

Service User Handbook | 17

Self Help • WhatcanIdotohelpmyselfgetbetter? • How can I contact other people who have been through

the same experiences?Acarerisanywhogivesregularandsubstantialunpaidcaretoapartner,relativeorfriend.Carecouldberegularday-to-daycareorhelpingoutinacrisis.

What support is available for carers?ThisisorganizedthroughourFamilySupportGroup.

Your Health and SafetyYoursafetyisatoppriorityatBHB.Multipleprogrammeshavebeenputinplacetocreatea“cultureofsafety.”Theseinclude:

Service User IdentifiersWhileyouareatMWI,expectourstafftocheckfortwoidentifiers(usuallynameandbirthdate)inordertomakesure: • Wereliablyidentifytheserviceuserasthepersonfor

whom the service or treatment is intended • Wematchtheservice,medications,specimensor

treatment to that individual service userWe believe that strict adherence to this policy will ensure the safestcareforeachserviceuser.Pleasebearwithusattimeswhenthetwo-identifiercheckseemsobviousandrepetitiousfromacaregiver.Ifyouareinasituationwheresomeoneisstartingtreatmentorgivingyoumedicationwithoutmatchingyouridentificationbandtothetreatmentrequisition,pleasespeakupandremindthecliniciantoconfirmthisinformation.

| Bermuda Hospitals Board18

Informed Consent Informedconsentisaprocessofcommunicationbetweenaserviceuserandphysicianthatresultsintheserviceuser’sauthorizationoragreementtoundergoaspecificmedicalintervention.Asignedandwitnessedconsentformisrequiredbylawbeforeanyprocedure.Thephysicianprovidingorperformingthetreatmentand/orprocedurewilldiscloseanddiscusswithyou: • Your diagnosis • What procedure is to be done and why • Risksandbenefitsoftheprocedureandthelikelihoodof

either occurring • Othertreatmentoptionsandtheirassociatedrisksand

benefits • HowyourinformationwillbekeptconfidentialInturn,youwillhaveanopportunitytoaskquestionstoelicitabetterunderstandingofthetreatmentorprocedure,timetoconsideryouroptionsandtoreviewtheconsentformpriortosigning.

Participating in Your Care (SPEAK UP)Becominganactivepartnerinyourhealthcareteam,youcanhelpimprovecare,preventerrorsandspeedyourrecovery. • Makealistofquestionsforyourcareteamsoyouwill

remembertoask. • Makesureyoucanseeandhearwellwhenyourcare

teamareansweringyourquestions.Askarelativeorfriendtobewithyouifyouthinkthiswillhelpyouunderstandandremembertheanswers.

Service User Handbook | 19

• Makesureyoureceivetheresultsofanytestorprocedure.

• Askforexplanationsofwhattheresultsmeanforyou.Speakupifyouhavequestionsorconcerns.Ifyoustilldon’tunderstand,askagain.It’syourbodyandyouhavearighttoknow.Payattentiontothecareyouget.Alwaysmakesureyou’regettingtherighttreatmentsandmedicinesbytherighthealthcareprofessionals.Don’tassumeanything.Educateyourselfaboutyourillness.Learnaboutthemedicaltestsyouget,andyourtreatmentplan.Askatrustedfamilymemberorfriendtobeyouradvocate(advisororsupporter).Knowwhatmedicinesyoutakeandwhyyoutakethem.Medicineerrorsarethemostcommonhealthcaremistakes.Useahospital,clinic,orothertypeofhealthcareorganisationthathasbeencarefullycheckedout.Forexample,AccreditationCanadavisitsourhospitalsregularlytoseehowwellwemeettheirhospitalqualitystandards.Participateinalldecisionsaboutyourtreatment.Youarethecentreofthehealthcareteam.

Help Prevent the Spread of GermsHandwashingisthebestwaytopreventthespreadofgerms.Washhandsforatleast15seconds.Cleanyourhandsoftenandremindyourvisitorstodothesame.Staffwillwelcomeyourremindertowashtheirhandsorwearglovesbeforeexaminingyouorgivingyouyourmedicine.Eachunitisequippedwithsinksforhandwashingandwaterlesshandsanitizerdispensersforusebystaff,serviceusersandvisitors. • Practicegoodpersonalhygiene.

| Bermuda Hospitals Board20

• Letyournurseknowifyourgownorlinensaresoiled. • Askfriendsandrelativeswhohavecolds,respiratory

symptoms or other contagious illnesses not to visit you or anyoneinthehospital.

• Getvaccinatedifitisrecommended.Fluandpneumoniavaccinescanhelppreventillnesses,particularlyinyoung,elderlyandhigh-riskserviceusers.

• Speakupifyouhaveanyquestionsorconcerns.

Medicine SafetyWhileyouareinthehospital,itisimportantforyouandyourphysiciantotalkaboutyourmedicines.Tellyourphysicianandnurseeverythingyouaretaking,including: • Prescriptionmedicines • Over-the-countermedicines(likeaspirinandcough

medicine) • Medicinesthatafamilymemberorfriendgaveyou • Vitamins • Herbal products • HealthfoodstoreproductsDonottakemedicinesthatyoubroughttothehospitalfromhome unless your physician or someone on your health care teamtellsyouthatitisOK.Beforeyourhealthcareteamadministersmedicationtoanyserviceuser,wecheckfor: • Right service user • Right drug • Right dose • Righttime • Rightroute(pill,injection,etc.)

Service User Handbook | 21

Preventing FallsAvoidingslips,tripsandfallswillhelpyoumaintainyourhealthandwellness.Inthehospital,peoplecanbeatahigherriskforfallingdown.Illnessandcertainmedicinescanmakeyoufeelweakerthanusualorcanaffectyourbalanceorjudgment.Wewanttokeepyousafefrominjuryofanykind,includinganaccidentalfall.You can help!

Your healthcare team will: • Assessyouforyourriskoffallinguponadmissionandas

yourconditionchanges • Determinewhatpreventivemeasuresshouldbetaken

totrytopreventafallwhileyouareinthehospital,andsharethisinformationwithotherstaff

• Show you how to use your call bell and remind you when tocallforhelp

• Respondtoyourcallsforassistanceinatimelymanner • Assistyouwithgettinginandoutofbedandusingthe

restroom as needed • Provideyouwithsafefootwearandanyrecommended

equipment(suchasawalkerorbedsidecommode)thatwillmakeitsaferforyoutomoveabout

• Makesurethecallbellandotherneededitemsarewithinreachbeforestaffleavesyoualone

We ask you or a loved one to: • Tellyournurseifyouhaveahistoryoffalls • Askyournursewhatyourassessedriskforafallisand

whatpreventionmeasuresarebeingtaken • Usethecallbelltoaskforhelpbeforeattemptingtoget

outofbedaftercallingforhelp,staywhereyouareand

| Bermuda Hospitals Board22

waitforstafftocomeandhelpyouwhenfinishedinthebathroom,usethecallbellandwaitforstafftoassistyoubacktoyourbed

• Wearnon-skidfootwearanduseequipmentthathasbeenprovidedforyoursafety

• Makesurethecallbellandotherneededitemsarewithinreachbeforefamilyorstaffleavesyourroom

Information for You, Family and FriendsElectronic Devices - Cellular Phones, etc.Serviceusersandvisitorsmaynotusewirelesscommunicationdevicesincriticalcareareas,suchasthePsychiatricIntensiveCareUnit(PICU/SomersAnnex).Serviceusersandvisitorsmayusewirelesscommunicationsdevicesinnon-criticalcareareas,i.e.,lobbies,mainentrances,waitingareasandmostnursingunits.Pleasecheckwithnursingstaffbeforeusingawirelesscommunicationdevice.Ifyoumustuseyourcellphone,pleasespeakinalowvoicesoasnottodisturbtheprivacyandcomfortofotherserviceusersandvisitors.

Fire SafetyFiredrillsareroutinelyconductedtoconformtoBermudaFireServiceandHospitalregulationsandtoensurethesafetyofHospitalprocedures.Firedrillsoractualfirealarmsbeginwiththesoundingofaloudsiren.Shouldthefirealarmsound,remaincalmandreturntoyourroomifyouareontheward.Yournursewillkeepyouinformedandassistyouasneededduringthefireevent.Elevatoruseisprohibitedduringanalarm.Ifyouhaveanyquestions,pleaseaskyournurse.

Service User Handbook | 23

SecurityMWISecurityServicesisconcernedaboutthesafetyandwelfareofallserviceusersandvisitors,staffandvolunteers. • Thereisrestrictedaccesstothehospitalaftervisiting

hours. • Staffandvolunteersarerequiredtowearnamebadges. • Ifyouareunsureorconcernedaboutsomeonewho

enters your room or the nursing unit, alert your nurse immediately.

YoumaycontacttheMWISecurityOfficeonextension2264.

A Smoke-Free HospitalInanattempttopromotethehealthiestenvironmentpossible,MWIisasmokefreehospital.ServiceusersandvisitorsmaynotsmokeanywhereinMWI,includingonanyward,lobby,orinyourroom.

Perfume Fortheprotectionofhighrisk(sensitive/allergic)serviceusersandstaff,pleaserefrainfromusingperfumes,colognesand/orotherperfumedproductswhenenteringthehospital.

Latex AllergiesManypeoplealsoexperienceallergicreactionstolatexballoonsthereforetheyarenotallowedwithinthehospital.Mylarballoonsareacceptableastheyarenonallergenic.

| Bermuda Hospitals Board24

Services and AmenitiesFoodMWI CafeteriaLocatedonthefirstfloor,thecafeteriaservesbreakfast,lunchanddinner,MondaytoFriday.VisitorsandserviceusersarewelcometousetheMWIcafeteria.Hoursofoperation: 9:05amto10:30am,12:00pmto1:30pmand5:00pm to6:45pm.

Vending MachinesVendingmachinesarelocatedinMWI’smaingroundfloorlobby,DevonLodgelobbyandtheCafeteria.

Lost and FoundIfyouloseanitemwhileinthehospital,pleasenotifythenurse manager on your ward or you may contact our Security Servicesonextension2264.

Taxi ServiceTaxipickupmaybearrangedwiththereceptionistatMWI’sReceptioninmainlobbyonthegroundfloor.

Pay Phones PayPhonesarelocatedinthegroundfloorentrance,SomersWardandDevonlodgelobbyareas.

Service User Handbook | 25

Special Services Foreign Language InterpretersBHBprovidesfreemedicalinterpreterservicestoserviceuserswhosefirstlanguageisnotEnglish.Serviceuserscancommunicateimportantmedicalinformationthroughourinterpreter volunteers who are available via phone service and on-siteprovidingverbalorwrittentranslationsfornumerousforeignlanguages.Thisserviceisavailable24hoursaday,sevendaysaweek.

Assistance for the Hearing ImpairedToensureeffectivecommunicationwithserviceusersandtheircompanionswhoaredeaforhardofhearing,weprovidesignlanguageandoralinterpretersservicesfreeofcharge.Torequestthisservice,pleaseinformyournurseoryoumaycontactextension2134or441-239-2134betweenthehoursof9:00amto5:00pm,MondaytoFriday.

Pastoral ServicesThePastoralCareteamcaresforawiderangeofspiritualneedsandspiritualinjuries,providingasensitiveandinclusiveministryinhealthcrises.Thisteamconsistsofapproximately160representativesfrommostfaithgroupsinBermuda.Theyprovideon-callspiritualsupportforserviceusers,theirfamilies,caregiversandstaff.Theteamisavailablefor: • Pastoral care and counselling • Spiritualassessment,intervention,comfort,andnurture • Facilitationandsupportofreligiouspracticesofallfaiths

and spiritual paths • Emotionalsupport • Non-judgmentallistening

| Bermuda Hospitals Board26

• Crisisintervention • Advocacyforserviceusersandstaff • Collaborationwithallmembersofthehealthcareteam • Consultationsonadvanceddirectives,end-of-life

decisions, and ethical issuesIfyouneedtocontactamemberofthePastoralCareteam,pleaseinformyournurseoryoumaycontactextension2134or441-239-2134betweenthehoursof9:00amto5:00pm,MondaytoFriday.

Ethics Consultation ServiceMakingcomplexhealthcaredecisionsarenoteasy.Anethicsconsultationisdesignedtoassistserviceusers,familiesandhealthcareproviderstoidentify,clarifyandworkthroughethicalconcerns.Ifyouorafamilymemberneedstodiscussor report an ethical issue related to your care, dial our Ethics ConsultationHotline441-291-4673.Ifyouleaveyournameandnumber,anEthicsCommitteememberwillreturnyourcall.Allconsultationsareconfidential.

Medical ConciergeOur Medical Concierge Service provides travel services to assistyouandyourrelativeswithinternationaltravelneeds,includingflightandhotelreservationsandoverseasmedicalservices.TheMedicalConciergeprovidestheseservices: • Assistancewithcoordinatingappointmentstooverseas

medical services • Assistancewithair,hotel,transportation,andprovisionof

discounts when available

Service User Handbook | 27

• ConnectionwithMeyer-FranklinTravel,abusinesstravelservice,toscheduleorconfirmairlinereservationsattheBHBtraveloffice

• Arrangementoftaxiorcarservicebetweentheairportsand hotel

• InformationaboutleisureactivitiesforfamilymembersOurMedicalConciergehoursofoperationare9:00amto5:00pmMondaytoFriday.Pleasecallext.6305or441-239-6305,oremergencyphone441-331-7401. Email:medicalconcierge@bhb.bm

| Bermuda Hospitals Board28

Frequently Used MWI Telephone NumbersThefollowingnumbersareinthe441areacode.IfyouareusingaMWIphone,youmayalsodialthe4-digitextensionnumberfortheofficeorserviceyouaretryingtoreach.

Department Services Telephone Number

Fax Number

Main Line Receptionist 236-3770 236-9383Inpatient Acute Services

Somers Ward 249-3205 249-3256

Somers Annex 249-3260 249-3295

Inpatient Rehabilitation Services

Devon Lodge 249-3458 249-3252

Reid Ward 249-3320 249-3235

Acute Community Mental Health Services

Adult Outpatient Clinic

249-3432 249-3433

239-2260

Community Rehabilitation Services

Day Hospital 249-3443 239-2263

Health Information Management Services

Clinical Records

249-3265

Service User Handbook | 29

Department Services Telephone Number

Fax Number

Evening/Night Managers

Resource Person

249-3258

Substance Abuse Programme

Turning Point 239-2038 239-2257

Inpatient Detox Unit

239-2267 239-2266

Child & Adolescent Services

239-6344 239-2078

232-1512

Help Line Services

Evening/Night Manager

236-3770

Quality/Risk Management

V.P. Quality Risk Management

239-6405

Patient Advocate 239-1425

| Bermuda Hospitals Board30

Notes

PPService User Handbook |

March2017-Online