CommuniCare’s Values and Vision

We are:• Client-centred–ourprimarygoalinaddressingyourneeds

toeffectmeasurable,functionalchangesinyourstatussothatyoumayparticipateinlifeasfullyaspossible.

• Respectfulofyourdignity,privacyandrights.• Abletotreatyouinyourofficiallanguageofchoice.• Culturallysensitivetoyourneedsandourco-workers’

needs.• Strongbelieversinopencommunication,respectand

collaboration.• Committedtoinnovationandexcellenceinservicedelivery.• Committedtobuildingandenhancingcommunity

partnerships.• Communityrehabilitationprofessionalscontinuously

improvingourqualitycare.

Your Clinician(s):

Discipline Name Phone Extension

Physiotherapy

OccupationalTherapy

SpeechLanguagePathology

SocialWork

Dietetics

Your Appointments:

Date Time Discipline

© CommuniCare Therapy, 2013. Printed in Canada. All rights reserved. No part of this publication may be reproduced without the express written permission of CommuniCare Therapy. This document is provided to you for informational purposes only and is believed to be accurate as of the date of its publication, and is subject to change without notice.

Welcome

CommuniCareTherapyisatherapist-ownedcompanythathasbeenprovidingservicesintheOttawaareasince1992.WeprovideSpeechLanguagePathology,OccupationalTherapy,Physiotherapy,SocialWorkandDieteticsservicesinvariouscommunitiesinChamplainandSouthEastregions.WearealsoaproviderunderthedirectionoftheChamplainandSouthEastCommunityCareAccessCentres(CCAC).

How to find us:CommuniCareTherapy2270St.LaurentBlvd.,Suite202Ottawa,ONK1G6C4Tel:613-738-2871ortollfree1-877-738-2871Fax:613-738-2754www.communicare.ca

Table of Contents

YourSafety..........................................................................................................2

PreventingandControllingInfectionatHome.....................................3

PreventingFallsatHome...............................................................................4

ChecklistforPreventingFallsatHome.....................................................6

CommuniCare’sPrivacyPolicy.....................................................................8

CommuniCare’sClientandClinicianBillofRights............................. 10

YourFeedbackMatters................................................................................ 12

Your Safety is Important

CommuniCareTherapyiscommittedtoprovidingsafecaretoourclientele.Westrivetocontinuallyimproveclientsafetythroughourpractices.Youalsohaveaveryimportantparttoplayinreceivingsafehealthcare.Here’showyoucantakeresponsibilityforyoursafety.

Communicate with Health Care Providers• Provideinformationonyourhealthandanypertinentmedical

problemstoyourhealthcareproviderandreportanychangesinyourcondition.

• Don’tbeafraidtoaskquestions.Writethemdownsoyoudon’tforget.

• Askafamilymemberorfriendtobepresentforyourappointment.Itiseasytogetoverwhelmedbyinformation,especiallyifyouareill.

Understand Your Treatment Plan and Instructions• It’syourresponsibilitytoensurethatyouunderstandany

instructionsgiventoyoubyyourhealthcareprovider.Ifyoudon’tunderstand,askquestions.

• Informyourhealthcareproviderifyouexpectorexperienceanydifficultyinfollowingtheinstructions,orifyouhavedifficultywithwritteninformation.

• Makesureyouunderstandandcanreadanywritteninstructionsgiventoyou.

• Knowhowtocontactyourhealthcareproviderifyouareexperiencinganydifficulties.

Participate in Decision Making• Involveyourselfinunderstandingyouroptionsand

communicateyourwishestoyourhealthcareprovider.CommuniCaretherapistswillhelpyouwiththisbysharinginformationaboutyourtreatmentplan,whichisthe‘what’andthe‘why’oftheoptionsavailabletoyou.

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Preventing and Controlling Infection at Home

CommuniCareTherapyhaspoliciesinplacetosafeguardyoursafety.Theseincludepoliciesoninfectioncontrol.

Partofourinfectioncontrolstrategyisusing‘routinepractices’.Thisreferstothefactthateveryhealthcareworkertakesthefollowingprecautions:• Washestheirhandswithsoaporahandsanitizerbeforeand

aftereveryclientcontact.• Wearsdisposablegloveswhenpotentialexiststoencounter

bloodorbodyfluids.• Coverscutsorscratcheswithabandageuntilhealed.• Disposesofcontaminatedmaterialinaprescribedmanner.• Usesagown/mask/faceshieldinasituationwherebloodor

bodyfluidsmaybesplashedortransferredtothehealthcareprovider.

• Askseachclientiftheyhavearespiratoryinfectionandwearsaspecialmaskifneeded.

FormoreinformationaboutourInfectionPreventionandControlProgram,contactusorreviewourwebsiteunderLinks&Resources>InfectionControlResources.

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Preventing Falls at Home

Agingincreasesthepossibilityoffalling.Theconsequencesareseriousandtherearesimplesolutionstopreventfalls.

Activities of Daily LivingBeingsafeandcarefulduringoureverydaytasksiscrucialtoavoidfalling.Fallsoftenoccurwhilemulti-taskingorthinkingaboutsomethingelse.Solutions:• Bettersafethansorry!Manyfallsresultfromriskybehaviors

suchasclimbing,reaching,standingonunsteadychairsorbending.Askingforhelpcanpreventaseriousinjuryfollowingafall.

• Neverbeinahurrywhileperformingtasks,especiallywhencarryingobjects.

• Doonethingatatime;bealertandattentive.• Tryusingacarttocarryobjects.• Standupslowlyafteryouarelyingdown.

MedicationSeniorsaremoreatriskoffallsiftheytakefour(4)ormoremedications.Amedicationthathelpsyousleeporcalmsyournerves(sedatives)alsoincreasestheriskoffalls.Solutions:• Takemedicationcorrectlyasindicated.• Reviewyourmedicationwithyourdoctoreverysix(6)months.• Talktoyourdoctoraboutanyside-effectsthatyouexperience.• Returnallexpiredmedicationtoyourpharmacist.• Shopatonlyonepharmacyforyourmedication.• Ifyoutakemedicationtocalmnervesortohelpyousleep,talk

toyourdoctoraboutalternativessuchassoftmusic,readingorrelaxationexercises.

• Keepalistofallyourmedications.

ExerciseFearoffallingcanreduceconfidence.Studieshaveshownthatlow-resistanceexercisesandweight-shiftingactivitiesareeffectivetoreducefearoffalling.

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EducationEducation(sessionsanddocuments)onidentifyingandreducingriskfactorsforfallsarealsoeffectivetoreducefearoffalling.

InactivityInactivitycanleadtogaitandbalancedisordersandlossofmobility.Regularphysicalactivityandexercisewillincreasemusclestrength,improvecoordinationandhelptopreventfalls.Solutions:• Talktoyourdoctorbeforeyoustartanexerciseprogram.• Stayactivetopreventfalls.Findoutaboutexercise/activity

programsinyourarea.• Exercisescanimprovebalance,mobilityandstrength.Ahealth

careprofessionalcanhelpyouchoosetheappropriateexerciseprogramforyourspecificneeds.

WalkingWalkingisagreatwaytoexercise.Walkingaidssuchascanesorwalkerscanpromoteconfidence,mobilityandindependence.Solutions:• Askahealthprofessionalifawalkingaidwouldhelpyoube

safer.• Askyourhealthprofessionalhowtoproperlyadjustyour

walkingaid.Properadjustmentiscrucialtobesafewithit.• Askyourhealthprofessionalhowtosafelyusethewalkingaid.

Misuseofacaneorawalker,forexample,canincreasefallriskinsteadofpreventinganinjury.

In Your HomeMostfallsthatoccurinvolvehazardsinandaroundthehouse.Simplesolutionsarepossibleanddevicessuchasgrabbarsandhandrailscanreallyhelppreventfalls.Solution:• Completethe‘FallsPreventionChecklist’onpage6toknow

howtomakeyourhomesafer!

Prevent Hip Fractures by Having Stronger Bones• Ifyourmedicationallowsit,eatcalciumrichfoodssuchasmilk

products,almonds,bakedbeans,salmon(withbones),darkgreenveggies,rhubarb.

• AskyourdoctoraboutVitaminDandCalciumsupplements.

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Checklist for Preventing Falls in Your Home

Throughout Your Home❏ Floorsarenotslippery.Spillsarewipeduppromptly.❏ Rugshavenoripplesortears.❏ Allfurnitureissturdy.❏ Lowtablesareremovedfromthemiddleofthelivingroom.❏ Chairshavearmrestsandarethecorrect,comfortableheight.❏ Pathwaysareclearofextensioncordsandotherobjects.❏ Scattermatsareremovedorsecurelytapedtothefloor.❏ Itemsusedeverydayarestoredwithineasyreach.❏ Stepladdersorstepstoolsareneverused.❏ Entrancetoeveryroomhasalightswitch.❏ Exteriorstairsarekeptfreeoficeandsnow.Sprinklegritornon-

clumpingcatlitter.❏ Alllightfixtureshaveaminimumof60wattbulbs.Good

lightingisinstalledinandaroundthehouse.

Entrance❏ Doorsopeneasily.❏ Exteriorandinteriorlightingisgood.❏ Thereisasturdyseatwitharmrests.❏ Mailiswithineasyreach.❏ Outsidepathwaysarefreeoflawnfurniture,hosesandother

objects.

Stairs (Inside and Outside)❏ Stairedgesaremarkedwithcontrastingcolour.❏ Allstepsaresameheightandthesamedepth.❏ Stairsarewelllitwithalightswitchatthebottomandtopof

stairs.❏ Stairshavenon-slipsurfaceandareingoodrepair.❏ Handrailsarepresentonbothsidesofstairs.❏ Handrailheightfeelscomfortablewhenusedforsupport.❏ Handrailsextend12inchesbeyondtopandbottomsteps.❏ Handwrapsaroundtwothirdsofhandrail.❏ Stairsarefreeofclutteroranyobjectsatalltimes.

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Bathroom❏ Bathtubplugiseasytoreach;andtouse.❏ Full-lengthrubberbathtubmatisusedforeverybathorshower.❏ Thereareatleasttwograbbarsinthetubarea.❏ Portablegrabbars(onthesideofthetub)donotmovewhen

usedforsupport.❏ Rugoutsidethebathtubhasarubberbacking.If you have problems getting into or out of the bathtub:❏ Useabathseat.❏ Useahandheldshower.❏ Askforhelpwithbathing.If you have problems sitting on or getting up from the toilet:❏ Usearaisedtoiletseat.❏ Useagrabbarconvenientlylocated.

Bedroom❏ Atelephoneiseasilyreachedfromthebed.❏ Thebedisthecorrectheight.❏ Alampandflashlightareeasilyreachedfromthebed.

Personal Habits❏ Imoveslowlyafterlyingorsittingtopreventdizziness;andsit

onthesideofthebedafewminutesbeforeIstand.❏ Idonothurry.❏ Ialwayswearwell-fittedshoesorslipperswithclosedandlow

heelsandnon-slipsoles.❏ IdonotusebathoilandIuseliquidsoaptoavoidbendingfor

soapbar.❏ IturnonanightlightbeforeIgotobed.❏ IturnonalightwhenIgetupatnight.❏ Iavoidusingaladderorstepstoolandaskforsomeonetohelp

toreachhighobjects.❏ Livingalone,IuseapersonalEmergencyResponseCalling

Serviceorbuddywithaneighbour,familyorfriendforadailyphonecall.

Adaptedfrom“AGuidetoPreventingFalls,”CityofOttawa

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CommuniCare’s Privacy Policy

Protection of Your Personal Health InformationYouhavetherighttoknowhowwemayuseandshareyourpersonalhealthinformationandhowyoucanaccessit.

Who Can Use and See Your Personal Health InformationYourpersonalhealthinformationmustbekeptprivateandsecure.You,orapersonwhocanlegallymakedecisionsforyouaboutyourpersonalhealthinformation,canuseandseeit.Yourpersonalhealthinformationissharedamongthosewhoprovideyouwithhealthcare.Wemaycollect,useandgiveoutyourpersonalhealthinformationtoothersasreasonablynecessaryto:• Provideyouwithhealthcare.• Communicatewithorconsultotherhealthcareprovidersor

studentsintrainingforyourhealthcare.• Getpaymentforyourhealthcare,includingfromOHIP,private

insuranceorathirdparty.• Reportasrequiredorpermittedbylaw.

Your Rights and ChoicesYou,orapersonwhocanmakedecisionsforyouaboutyourpersonalhealthinformation,havetherightto:• Seeandgetacopyofyourpersonalhealthinformation.• Askustomakecorrectionstoinaccurateorincompletepersonal

healthinformation.• Askusnottogiveoutyourpersonalhealthinformationto

otherhealthcareproviders.Wewillnotdosounlessrequiredorpermittedbylawtodoso.

• Betoldifyourpersonalhealthinformationisstolen,lostorimproperlyaccessed.

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Other Important InformationWearerequiredtokeepyourpersonalhealthinformationsecure.Wewillgetyourpermissionbeforewegiveoutyourpersonalhealthinformationtoanyoneoutsideofyourhealthcareproviderteam.Therearecertainexceptionstotherightsstatedonthepreviouspage.Please:• AsktoseeourcompletePrivacyPolicy.

Lookonourwebsiteatwww.communicare.caunderAboutUs>PrivacyPolicy.

• Ifyouhaveanyquestionsorconcernsaboutourprivacypractices,pleasecallusat613-738-2871ortollfree1-877-738-2871andasktospeaktothePrivacyOfficer.

Information and Privacy Commissioner TheInformationandPrivacyCommissionerofOntarioisresponsibleformakingsurethatprivacylawisfollowedinOntario.Formoreinformationaboutyourprivacyrights,orifyouarenotabletoresolveaproblemdirectlywithusandwishtomakeacomplaint,pleasecontact:InformationandPrivacyCommissionerofOntario2BloorStEast,Suite1400Toronto,OntarioM4W1A8TollFree:1-800-387-0073www.ipc.on.ca

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CommuniCare’s Client and Clinician Bill of Rights(adapted from the Long Term Care Act)

Everyclientreceivingserviceinthecommunityhasthefollowingrights:

• Tobetreatedinarespectfulandcourteousmannerandtobefreefrommental,physicalandfinancialabusebytheserviceprovider.

• Tohavetheirdignityandrighttoprivacyrespectedandtohavetheirindependence(autonomy)promoted.

• Toberespectedasanindividualandbetreatedrespectfullyandsensitivelywithrespecttotheirneedsandpreferences,includingpreferencesbasedonethnic,spiritual,linguistic,familialandculturalfactors.

• Toinformationaboutthecommunityserviceprovidedtohimorherandtobetoldwhowillbeprovidingthecommunityservices.

• Toparticipateintheserviceprovider’sassessmentofhisorherrequirements,aswellastheevaluationandrevisionoftheperson’splanofservice.

• Togiveorrefuseconsenttotheprovisionofanycommunityservice.

• Toraiseconcernsorrecommendchangesinconnectionwiththecommunityserviceprovidedtohimorherandinconnectionwithpoliciesanddecisionsthataffecthisorherinterests,totheserviceprovider,governmentofficialsoranyotherperson,withoutfearofinterference,coercion,discriminationorreprisal.

• Tobeinformedofthelaws,rulesandpoliciesaffectingtheoperationoftheserviceproviderandtobeinformedinwritingoftheproceduresforinitiatingcomplaintsabouttheserviceprovider.

• Tohavehisorherrecordskeptconfidentialinaccordancewiththelaw.

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Everyclinicianprovidingserviceinthecommunityhasthefollowingrights:

• Tobedealtwithbytheclientinacourteousandrespectfulmannerandtobefreefromverbalorphysicalabusebytheclient.

• Tohavetheirprivacyanddignityrespected.• Tobeinformedinadvancewhenappointmentsmustbe

cancelledorpostponed.• Toprovideserviceinanenvironmentthatissecureandsafeand

tobeadvisedofanypotentialriskstoselforothersthatmightexistand/orrelatetodeliveryofservices.

• Toenforcethepoliciesofthecontractingagency,withoutfearofinterference,coercion,discriminationorreprisal.

• Tobeinformedofthelaws,rulesandpoliciesaffectingthedeliveryoftheserviceandtobeinformedinwritingoftheproceduresfordeliveringtheserviceinasafeandeffectivemanner.

Pleaserespectourclinician’shealthandsafetybyrefrainingfromsmokingandensuringpetsaresecuredduringourvisits.

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Your Feedback Matters

Wewanttohearfromyou!Yourfeedbackisinvaluableanditallowsustoimprovethequalityofourservices.Thesurveyisavailabletocompleteinanumberofways.

By EmailSendanemailtofeedback@communicare.catorequestoursatisfactionsurvey.

By ClickHerearethestepstoaccessoursurveyonline:• Gotowww.communicare.ca.• SelectthetabentitledSurveys/Sondages(upperrighthand

areaofsite).• Choosethesurveybasedontheservicethatyoureceived.

By Phone or in WritingYoumaycompleteoursurveyoverthetelephonebycalling613-738-2871ortollfreeat1-877-738-2871andaskingtocompleteoursatisfactionsurveyorrequesttohaveonemailedtoyou.

CommuniCare’s Mission Statement

CommuniCareTherapyiscommittedtotheprovisionofhighqualityrehabilitationservices.

Itisthroughtherecognitionof:• aclient’sindividuality; • theimpactofrehabilitativedisordersondailyliving;• thebenefitsofprovidingtreatmentinthecommunitysettingand

theimportanceoffamilyinvolvement;• theroleofhealthybehavioursinpromoting,maintaining,or

restoringqualityoflife;and• theimportanceofserviceprovisioninbothofficiallanguagesthatwestrivetobecomerecognizedascaringprofessionals.

Itisthroughcommitmentto:• themultidisciplinaryapproach;and• innovationandvisionthatwewillstrivetobecomerecognizedasaleaderinrehabilitativehealthcare.

Itisthroughsensitivityto:• theneedsofworkingparents;• therecognitionofcreativity;• acommitmenttocontinuingeducation;and• teambuildingthatwestrivetorecruitandmaintainworkingrelationshipswithhigh-calibrerehabilitativeprofessionals.

2270St.LaurentBlvd.,Suite202Ottawa,ONK1G6C4

Tel:613-738-2871ortollfree1-877-738-2871Fax:613-738-2754

www.communicare.ca