The document summarizes services provided at The Scarborough Hospital in Toronto, Canada. It describes the hospital as serving a diverse population of almost 1 million people. It provides information on emergency departments, geriatric emergency management nurses, an after-hours clinic, geriatrics clinics, outpatient services, and expectations for patients and what patients can expect from the hospital.

1. What to expect when you come to The Scarborough Hospital Presented to: St. Paul’s L'Amoreaux Centre Waheeda Rahman, Director, Diversity, Equity and Stakeholder Outreach Debbie Driver, RN(EC), Nurse Practitioner Elaine Laine, RN, Clinical Nurse Specialist – Geriatric Emergency Management Sept. 14, 2010

2. The Scarborough Hospital Two Sites Birchmount Campus and General Campus

3. Who We Are The Scarborough Hospital (TSH) is Canada’s largest urban community hospital. We are a leader in research, teaching and learning. Serving a community of almost one million people TSH has 3,700 staff, more than 700 physicians, and 600 active volunteers.

4. The Community We Serve The Scarborough Hospital services Canada’s most diverse population. Two thirds of the Scarborough population are visible minorities compared with the rest of Toronto The top 3 languages spoken following English are: Chinese, Cantonese and Tamil. In 2006, 57% of the total population were immigrants.

5. Mission, Vision and Values In 2008, after extensive community consultation the hospital launched our new Vision. “ To be recognized as Canada’s leader in providing the best healthcare for a global community .”

6. Valuing Our Global Community The following are just some of the ways we serve our diverse patient population. Interpreters - Please request an interpreter if you are unable to speak the language or need assistance in signing a consent form. Accessibility - If you have any form of disability (hearing, visual, mobility) please let one of our TSH know and we will provide devices to assist. Spiritual Care – The hospital provides multi-faith services to our clients.

7. Emergency Department Two full-service Emergency Departments (General and Birchmount campuses) offer around-the-clock urgent care. Approximately 100,000 people are treated every year in TSH’s emergency departments — making ours one of the busiest emergency departments in the country. Upon arriving in Emergency, all patients are assessed by a nurse, who places patients in priority based on the severity of their condition . In 2009, TSH opened its new Emergency Department at the General campus.

8. When should you come to the Emergency Department? Moderate to severe stomach pain Problems breathing Chest pain Loss of consciousness Broken bone(s) Needing to use the washroom too often Car accident Head injury Multiple falls, or falls with injury Any type of severe pain

9. GEM Nurse Geriatric Emergency Management Birchmount (Grace site): Elaine Laine, Clinical Nurse Specialist General: Debbie Driver, Nurse Practitioner Specialized knowledge re: older adults Work with ED team and patient/family to try to maximize independence, and maintain living at home for as long as possible. Ask for us if you come to ED

10. After Hours Clinic The After-Hours Clinic at TSH’s Birchmount Campus provides non-emergency care for patients who need to see a doctor outside of regular office hours. Parking is free and will be validated after seeing the physician. Please note that there is no After-Hours Clinic at the General campus . Birchmount Campus: Tel: 416-492-6666 Monday to Friday: 5 p.m. – 9 p.m. Sat, Sun & Holidays: 10 a.m. – 9 p.m.

11. Geriatrics Clinic TSH Geriatric clinics have a goal to help adults over the age of 65 lead healthier and more satisfying lives. Clinics provide out-patient assessments for those referred by their family physician. Clinic also provides post discharge follow-up care to most patients discharged from the Acute Care for the Elderly program. The clinic does not provide long term medical management of patients.

12. Out Patient Services TSH is currently working with the Central East LHIN (the Ministry of Health) to develop a Specialized Geriatric Assessment and Urgent Care Clinic Nurse Practitioner-led inter-professional specialty geriatric clinic Anticipated to open in the Spring 2011

13. What We Need from You Patients should understand as much as they can about their health, treatment or tests you may undergo. Write down any questions you may have and ask the staff to explain in ‘plain language’ so you will understand. Tell your healthcare provider of your past illnesses and new or different symptoms. If it is helpful, have your medical history written down. Bring all your medications including vitamins and herbal remedies. You need to know how much medication you take and how often. Tell our staff if you have any bad/allergic reaction to any food or medicine. Be ready for discharge and make sure you know what to do when you go home. Wash your hands frequently to prevent infection.

14. What You Can Expect From Us We will answer your questions. If you do not understand what test you are having, what medication you are being given, or anytime you feel uncomfortable or uncertain about what is happening, please ask your health care provider. Inform your healthcare provider if you have a special diet for health, religious or cultural reasons. We’ll do our best to meet your need. Please let your health care provider know if you require special accommodation to meet your needs (religious/cultural). Again, we’ll do our best to meet your need. Tell your healthcare provider if you require transportation when discharged. We’ll help to arrange something. Ask to speak to a social worker so you can access community services. Your complaints/compliments/concerns can be taken to Patient Relations

15. Contact Info If you have any questions about accessing our services, please contact: Waheeda Rahman at 416-431-8200 ext. 8034

16. Questions