The Emergency Departments are experiencing high volumes of patients who need care. Please be prepared to wait. The most serious cases are treated first.
Not all health concerns need emergency care. You can also book a virtual visit or go to an urgent care clinic for these concerns. For life-threatening symptoms, call 911 or go to the nearest hospital.
Thank you for your patience.
This guidebook provides information about the Adult Specialized Mental Health Program at Waterloo Regional Health Network (WRHN). It is here to help you learn what to expect, how to get involved, and answer your questions.
Recovery means different things to different people and your journey will be unique. Often it is about moving forward, having hope, and feeling valued.
There is always hope for recovery. Our team members are here to support you. You can expect to be included in your care and treated with dignity and respect.
Your team will help you create a plan to reach your goals for recovery. This plan will:
We will also help you create a crisis/safety plan. This plan will help you, and the people supporting you, know when you are in crisis and how to best meet your needs during these challenging times. It is included in your admission package.
We expect you to take an active role in your recovery. We also have a full treatment team that will help with your recovery. Each member will introduce themselves to you and explain how they may help.
Groups are a part of your treatment. They can be an important and expected part of your recovery. Groups tend to help the most when you take part in conversations. Your team will prescribe specific groups for you to go to, based on which will help you most.
Our program offers many different types of groups to support your recovery goals. The schedule is posted daily on the unit whiteboard, and you can also ask for a printed copy. You will need a referral from your team to be able to go to certain groups.
When you are ready to go home, your team can connect you with groups in the community. This can help you continue your recovery after you leave the hospital. If you already go to a group in the community, you can talk to your team about continuing to go to that group.
Therapeutic leaves are an important part of your recovery. They give you the opportunity to spend time away from the unit. You can spend time on hospital grounds or out in the community. Therapeutic leaves:
We strongly recommend that therapeutic leaves be scheduled outside of programming hours.
During your stay, you are responsible for any money or valuables that you keep on your person or in your room. We discourage patients from keeping large amounts of money with them. We also suggest sending any valuables home with friends or family for safekeeping.
The Patient Accounts Office is on the first floor of WRHN @ Chicopee. They can keep your money for you. You can arrange to have your money sent there during your stay. There are no service fees. They have limited hours, so check with your team to see when they are open.
The hospital also offers an ATM on the first floor. Service fees are charged.
Food can be an important part of your recovery. It affects both your physical health and mental health. It can also provide enjoyment, comfort, and time to socialize. Our goal is to provide healthy, balanced meals that meet these needs.
Meals and snacks take place at the following times:
Meals are served cafeteria-style at the servery. Please arrive for meals during these times. We cannot save food for you to eat later because of food safety rules.
During mealtimes, you can choose from two entrees and a variety of sides, such as:
No seconds are served for the first 20 minutes. If there is food leftover, you can ask the dietary aide (server) for more.
Some people may need to follow a different diet and will receive a prepared tray. People receiving a tray should not get extra food from the servery. It may not be safe for them.
Laundry facilities are available free of charge. Please bring your own laundry soap. You can speak to your care team for more information.
When you have free time, there are lots of activities for you, including:
WRHN @ Chicopee also has many supports, spaces, and services for patients and care partners.
We work hard to keep all patients, visitors, and team members safe. To help keep everyone safe, these items are not allowed on the unit:
We may do random checks of people and/or rooms. If we find items that are unsafe, we may dispose of them, lock them up, or send them home. You cannot lend or sell personal items while on the unit. WRHN is not responsible for lost, stolen, or broken items.
To help keep everyone healthy and safe, tobacco, lighters, vapes, and vaping products are not allowed on the unit. If you choose to bring these items with you, you will be assigned a locker to store them. You may be granted access to your cigarettes for off-unit passes.
Smoking or vaping tobacco or cannabis is not allowed on hospital property according to Ontario law. This includes internal courtyards. There is a designated smoking area on Morrison Road.
Nicotine replacement options, such as patches, gum, or inhalers, are available as needed free of charge. Talk to your team for more information.
Protecting your privacy is a key responsibility for WRHN.
When you arrive, we will give you a four-digit number that acts as a privacy code. You can share it with people you want to know about your general health information. When your friend or family member calls, we will ask them for your name and privacy code. This lets us know if we have your permission to share your health information with them.
If you have questions about privacy, speak to your team or call the Privacy Office at 519-749-4275.
We encourage you to have visitors during your stay. Family and friends are an important part of your care team. Recommended visiting hours are from 3:30 to 8:30 p.m.
Here are some visiting guidelines for the unit:
If you have concerns about your treatment or care, we encourage you to meet with your team. You can discuss the issue with them and work towards a solution together. You can also contact the clinical manager at 519-749-4300, ext. 3606.
If the issue is not resolved, you can call the Patient Experience Team at 519-749-4730.
