A Guide to Home and

Community Care

About Us

Everyone at the CCAC is dedicated to achieving our vision and mission.

Vision: Outstanding care – every person, every day.Mission: To deliver a seamless experience through the health system for people in our diverse communities, providing: equitable access, individualized care coordination, and quality health care.

The Hamilton Niagara Haldimand Brant Community Care Access Centre (HNHB CCAC)

The HNHB CCAC is:

• one of 14 CCACs in communities across Ontario, and• funded by the Hamilton Niagara Haldimand Brant (HNHB)

Local Health Integration Network (LHIN).

Your Service Plan Patient Name: ______________________________________________ My Care Coordinator is: ____________________________________ Phone #: ___________________________________________ Notes: ______________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

Table Of Contents Welcome to the Hamilton Niagara Haldimand Brant Community Care Access Centre (HNHB CCAC) How can the CCAC help me? ........................... 1 What does my care coordinator do? ............... 2 What is a care plan? ...................................... 2 What is home care? ...................................... 3 Do I pay for CCAC services? .......................... 3 Is there a waiting period? ............................. 4 What can I do? ............................................... 4 Who provides my care? .................................. 6 What are my rights and responsibilities? ....... 6 What if I have questions or concerns? ........... 8

My service providers are:

Service Type Provider Name Phone Number

Welcome to the Hamilton Niagara Haldimand Brant Community Care Access Centre (HNHB CCAC)

This booklet is your guide to our services. If you have any questions or need more information, please speak with your CCAC care coordinator.

How can the CCAC help me?We help you get the care you need to reach your health goal, be it: •stayinginyourhome, •avoidingahospitalstay,or •gettingsupportwhenyouleavethehospital.

We know your community well and can recommend services such as: •mealprograms, •supportgroups,and •otherresourcestohelpyoulivecomfortablyathome.

Ifyouarefindingithardtolivebyyourselfathome,wecanhelpyou consider other living arrangements, including long-term care homes.

You and your CCAC care coordinator will work together to discover how we can best help you.

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What does my care coordinator do?Your CCAC care coordinator is a caring professional who will: •assessyourneeds, •answeryourquestions, •determinewhatservicesyourequire, •developacareplantomeetyourneeds,and •coordinateyourhomecareservices.

Care coordinators are regulated health professionals. Your care coordinator may have a background in nursing, social work, occupational therapy, physiotherapy or speech therapy. He or she has also had training in case management. To learn more about care coordinators, please watch our video “The CCAC and You: A Relationship You Can Trust” on our website: www.healthcareathome.ca/hnhb.

What is a care plan?Your care coordinator will work with you to assess your needs and develop a care plan that is right for you. Your care plan describes your health care goals and helps you access the services, supplies and equipment you need to meet those goals. Your care coordinator may also recommend that you access community services, such as adult day programs or meal delivery programs.Your care coordinator will contact you from time to time to see how you are doing. If your health care needs change in between visits, call your care coordinator. Your care plan can be adjusted to meet your needs. If living on your own is no longer possible, your care coordinator can help you consider other living arrangements. Information about long-term care options is also available on our website at www.healthcareathome.ca/hnhb.Once you have met the goals in your care plan, you will be discharged from CCAC services. You can reconnect with CCAC again, any time your health care needs change.

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What is home care?Health care support and services provided at home or in your community are called Home Care including:

• Developing your care plan• Nursing care• Personal Support• Physiotherapy• Occupational therapy• Nutrition and diet counselling• Social Work• Speech therapy

Your CCAC care coordinator works with you and your family to help plan and coordinate the health services you need. CCAC works with local service providers who provide services at home, in the community and in schools.CCAC staff are focused on delivering safe, high quality care. We work with you, your loved ones and your health team including your family doctor, hospitals, health provider agencies or long-term care home. Working as a team, our goal is to help you stay independent and safe for as long as possible.

Do I pay for CCAC services?No. The care we provide is free of charge if you have a valid Ontario Health Card. The Government of Ontario provides the funding for our services.

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There may be costs related to your care, such as: •Equipment: You may need to pay for a walker or other mobility aid. • Programs: You may be referred to a program in your community that charges a fee, such as a meal delivery program.Your care coordinator will explain any costs related to your care plan.

Is there a waiting period?There may be times when you will need to wait for certain services. This is because of the great demand for service and the limitations on resources. The HNHB CCAC supports more than 80,000 people each year.If there is a delay in providing your services, your care coordinator will discuss this with you. Together, you can explore your options. If your care needs change at any time, please tell your care coordinator.

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What can I do? Make the most informed decisions you can about your health care. Your care coordinator will help by giving you lots of information and support. Ultimately, you are in charge of your care, so feel free to ask questions. Take an active role in your care. For more information about your safetyvisitwww.healthcareathome.ca/hnhb.Thereyouwillfindinformation that can answer common questions such as: •HowcanIbeinvolvedinmyhealthcare? •HowcanImakemyhomesafe?

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Plan what to do in an emergency. Your care coordinator will discuss the need to make plans for emergencies, such as: •achangeinyourhealthorthatofafamilycaregiver,or •acommunityemergency,suchasaseveresnowstorm

or blackout.

Hand Washing Tips

Cleaning your hands is the most effective way to prevent the spread of germs and stay healthier. Regular hand cleaning with either soap and water, or an alcohol-based hand sanitizer will reduce the risk of getting sick for both children and adults. Here are a few tips: •Washyourhandswithsoapandwater. Wetyourhandsfirstthenapplysoap.Scrub your hands back and front and inbetweenyourfingersfor15seconds.Sing “Happy Birthday” to help with timing. Rinse and dry your hands well.

•Ifyoucannotgettoasink,useahandsanitizer. Place a “quarter” size amount in the palm of your hand. Rub your hands back and front and in between yourfingersuntiltheyaredry.This takesabout15seconds.

The Four Moments for Cleaning Your Hands:

•Moment 1: Before you start your day, wash your hands before you have contact with other family members.

•Moment 2: Before you prepare food.

•Moment 3: After you gotothebathroom,finishhousework or gardening or after you cough, sneeze or blow your nose.

• Moment 4: After contact with other people in public areas such as the grocery store,thedoctor’sofficeoryour local community centre.

“Cover Your Cough” to stop the spread of germs that can make you and others sick.

•Coveryourmouthandnosewithatissuewhenyoucoughorsneeze OR cough or sneeze into your upper sleeve not your hands.•Cleanyourhandsaftercoughingorsneezingwithsoapandwarm water or clean with alcohol-based hand rub.

Who provides my care?Your care will be based on the services and supports you need to be independent. For example: •Ifyouneedhelpbathinganddressing,apersonalsupport

worker will help you do the things you cannot do by yourself. •Ifyouhaveawound,anursewillhelpwithyourself-care. •Ifbalanceandwalkingisaproblem,aphysiotherapistmay

teach you how to move safely and regain your strength. You may need more than one type of service and your needs may change over time. Your care coordinator is a regulated health care professional who will assess your changing needs and help you get the right care at the right time.

Different people will come to your home or meet you in the community to provide care to you, depending on your needs and the schedules of the service providers. The service providers are partners working with the HNHB CCAC to help you achieve your health care goals.

What are my rights and responsibilities?As a CCAC patient, you, your family and your caregiver(s) have rights and responsibilities.

You have the right to:

•befreeofmental,physicalandfinancialabuse •betreatedinamannerthatrespectsyourprivacyand

independence •professionalcareregardlessofyourethnic,spiritual,

language, lifestyle and cultural preferences •takepartindeterminingyourservices •decidewhichpartsofyourserviceplanyouagreeto •aclearexplanationoftheservicesyouwillreceiveandwho

will provide them

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•expressconcernsaboutyourserviceanddecisionsaffecting your care without fear of retribution

•printedinstructionsabouthowtoappealHNHBCCAC decisions

•confidentiality.

As required by law in Ontario, the HNHB CCAC will protect the privacy of your personal health information. For more information, go to our website at www.healthcareathome.ca/hnhb. Click Getting Care/Patient Resources / “Patient Privacy”.

You have a responsibility to:

•treatyourCCACandserviceproviderstaffwithcourtesy and respect, free from discrimination or harassment

•agreetoletusdetermineyourneedsandauthorizeservices •provideallinformationrequired •helpdevelopyourcareplan •followtheagreed-uponplan •beavailabletoreceiveservicesattheagreed-upontimeor

tell your service provider if you are not available •tellusaboutanychangesinyoursituationthatcouldaffect

your care goals (for example, hospital stays) •returnanyCCACorserviceproviderequipmentpromptly •provideasafeworkingenvironmentforyourcare

coordinator and service providers.

A safe working environment includes:

•securingpetsduringvisitsifrequested, •notsmokingduringvisits,and •makingsurethatwalkwaystoyourhomearewelllit,

and clear of ice and snow or other hazards.

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What if I have questions or concerns?Your feedback is very important to us. Hearing from patients and caregivers helps us to improve the quality of care we provide and creates a better care experience for all CCAC patients. Contact your care coordinator if you have any concerns or complaints, or if something is going particularly well. Or, if you prefer, call the CCAC nearest to you and speak with the client services manager. If you are unable to resolve a concern or complaint by speaking with CCAC staff, you may call the Long-Term Care Action Line: 1-866-434-0144. This government service is provided by the Ministry of Health and Long-Term Care. Certain decisions can also be appealed through a body called the Health Services Appeal and Review Board (HSARB). For more detailed information about the process please contact your care coordinator or visit our website www.healthcareathome.ca/hnhb. The CCAC does regular patient satisfaction surveys. If you are asked to take part, we hope you will give us your feedback.

Contacting your care coordinator

Keep your care coordinator’s name and phone number handy. You can call your care coordinator any time you have questions or concerns. It is important to tell your care coordinator if there are any changes to your health. Then, she or he can assess your needs and change your care plan if needed. If your care coordinator is out of the other CCAC team members will help you.

Contacting your service providers

Keep a list of phone numbers of organizations that send people to provide your care, such as your nursing agency or therapy provider. If you need to reschedule a visit or if you have questions about a service, please contact your service provider agency directly.

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How to Contact Us

Call the HNHB CCAC toll free number: 1-800-810-0000 orcontacttheofficeinyourarea: Brant 519-759-7752 Burlington 905-639-5228 Haldimand-Norfolk 519-426-7400 Hamilton 905-523-8600 Niagara 905-684-9441

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Be Involved in Your Health Care • Beinvolvedinyourhealthcare.Speakupifyouhave

questions about your care.• Tellyourhealthcareteamaboutyourpastillnesses

and your current health condition.• Haveallofyourmedicineswithyouateveryhealthcare

appointment.• Tellyourhealthcareteamifyouhaveeverhadareaction

to any medicines or food. • Followingamedicalappointmentorhospitalstay,besure

you know what to do when you return home. For more information about your safety, please visit the safety

tips page on our website: www.healthcareathome.ca/hnhb

Funding support provided by: