Niagara Health Now

NiagaraHealthWinter2016Issue NOWWait times in real timeNew Emergency Department, Urgent Care Centre initiativeimproves patient experience and access to care PPgg..1100

NiagaraHealth Message from NOW Suzanne Johnston3 Knowledge is power Niagara Diabetes Centre helping thousands President of Niagara residents Over the past year, Niagara Health System5 Boosting communication has focused tremendous efforts on engaging New patient safety initiative introduced with the community and enhancing communication with our patients and their6 Care closer to home loved ones. Thrombosis Service example of commitment We truly value the communities we serve to patient safety and understand that public opinion has great potential for bringing forward insights to8 We are NHS allow for further improvement. Loyalty Recognition and Retirement Event Several stories in this edition of Niagara Interprofessional Practice Awards Health Now highlight our community engagement efforts and ways we are10 Improving the patient experience increasing communication with patients and New service reinforces our commitment others visiting our sites. to be transparent and accountable by Here are some examples: communicating information in real time • You’ll read about our new service that14 Growing a stache and raising cash allows you to view our Emergency OneFoundation for Niagara Health System’s Department and Urgent Care Centre wait Moustache Mania supports local prostate times in real time as part of our ongoing cancer care efforts to improve the patient experience and access to care.15 Planning for the future Engaging our communities in the • You’ll learn about engagement efforts development of Strategic Plan with the public and our staff, physicians and volunteers as part of our strategic16 Quality and safety journey planning process. So far, we have NHS Accredited with Commendation as gathered information at 29 Vision Day part of process to measure programs and sessions hosted across Niagara. services against national standards • And you’ll read about the introduction18 NHS Highlights of “My Space” boards in every patient20 Stellar students room to enhance communication between patients, their families and our Brock University Health Sciences students caregivers. win award for contributions to quality improvement in healthcare I hope you enjoy our second edition of Niagara Health Now.Niagara Health Now is produced by Niagara Health System’sCorporate Communications Team. Stay Connected with Niagara Health SystemEditor and Writer: Steven Gallagher Visit www.niagarahealth. on.caDesign Layout and Photography: Anna CobianContributing writers: Caroline Bourque Wiley, Elyse Howarth Follow us on: Please send feedback to: [email protected]

Knowledge is powerJohn WhiteheadNiagara Diabetes Centre helping thousands of Niagara residentsFor years, John Whitehead But about five years ago his doctor recommendedfigured he was managing he visit the team at NHS’s Niagara Diabetes Centrehis diabetes well on his because Mr. Whitehead was experiencing someown. health issues. The centre connected him with a multi- disciplinary team of healthcare providers, includingDiagnosed with Type 1 diabetes at the age of nine, Mr. endocrinologists (doctors who specialize in diabetes),Whitehead admits he thought he “should know it all” internists, registered nurses, registered dietitians andgiven he had lived with the condition for more than 35 a social worker. Now 50, Mr. Whitehead says whatyears. he’s learned at the Diabetes Centre has improved his overall health. Continued on Page 4 Niagara Health Now 3

KNOWLEDGE IS POWERFrom left: Registered Nurse Nicole Lavoie, Registered Dietitian Rebecca Rosloski-Henson, Registered Nurse Rose Bozzaand Registered Dietitian Mary Hanlin at the Niagara Diabetes Centre at our Welland Site.“They gave me a book of manner. The centre also has a dedicated pediatricknowledge that gave me team of physicians, nurses, social workers andthe ability to do my job of dietitians committed to the specialized care of childrenlooking after myself a lot with Type 1 and Type 2 diabetes.better. ” The centre follows the National Clinic Practice Guidelines in diabetes management from theJohn Whitehead Canadian Diabetes Association. “Our patients and their physicians are very receptive“For any diabetic, knowledge is power,” says Mr. and thankful to any of our suggestions regardingWhitehead, who visits the Diabetes Centre every six diabetes management,” says Registered Nurse Rosemonths. “Before coming to the centre, I always went Bozza, who works as a Nurse Educator at the centre.mainly by how I felt, and my insulin was working. But I “Our goal is to keep them motivated and healthy whiledidn’t realize I wasn’t doing it well enough.” living the diagnosis of diabetes.”For example, Mr. Whitehead has learned about the Vicky Merchant-Miller, NHS’s Clinical Manager ICUimportance of carbohydrate counting and was and Regional Diabetes, says the team at the Niagaraintroduced to wearing an insulin pump that allows Diabetes Centre is dedicated to providing high-qualityhim to better manage his insulin levels. care.“What I thought I knew and what I learned I didn’t “Their ability to work together in achieving exemplaryknow is huge,” says Mr. Whitehead. “They gave me a service provision to our diabetes population isbook of knowledge that gave me the ability to do my commendable,” she says. “Recognizing that thejob of looking after myself a lot better. Every time I go instances of diabetes are on the increase we arethere, they usually have another sheet on what to do strategizing behind the scenes on how we can adaptin certain situations.” to the ever-changing environment.”The Niagara Diabetes Centre, which serves about Mr. Whitehead is thankful for all he’s learned so far at20,000 people, is a regional program with four the centre.locations for people of all ages with diabetes. “What you don’t know can really hurt you and they canA team of diabetes nurse educators and registered change that,” he says.dietitians conduct ongoing education programs,counselling and follow-up sessions for patients and For more information abouttheir families, helping them live in a healthy and safe the Niagara Diabetes Centre, please call 905-682-4200 or 1-800-263-2480 (toll-free), or email [email protected] Niagara Health Now

Boosting communicationA new patient safety initiative introduced in the fall of2015 standardizes Niagara Health System’s approach topatient communication. As part of the initiative, “My Space” boards to improve communication are now displayed in every patient room at all of our sites. The whiteboards are an excellent way for caregivers to get to know their patients, and for patients and families to share what’s important to them regarding their goals for care. The My Space boards identify who is involved in a patient’s care, describe important actions that healthcare providers take to keep our patients and families safe, and much more. “All of these actions help to guide conversations and remind patients and families about key safety factors,” says Derek McNally, NHS’s Executive Vice President ofRegistered Practical Nurse Melony Jarvis and patient Jean DeYoung review Clinical Services and Chief Nursing Executive.Mrs. DeYoung’s “My Space” board inside her room at our St. Catharines Site. “The whiteboards include a section on what we do to keep our patients safe. The use ofwhiteboards is a patient safety initiative which is designed to improve daily communication and is consistentwith our continuing efforts to engage our patients and families in their care.”Posters reflecting the safety messages are also on display in Niagara Health outpatient and common areas. Theseposters point out actions that we take to keep our patients and families safe.Partnering with patientsThe Excellent Care for All Act requires all hospitals to have a patient declaration PARTNERSHIPof values statement in place that was developed in consultation with the public. RESPECTA great deal of work was undertaken to renew Niagara Health’s statement ofvalues, which we named Partnering with Patients. COMMUNICATIONLaunched in the fall of 2015, this renewed statement represents input receivedby our Patient Relations team and through community engagement, as well as agreat deal of work by our Board’s Community Advisory Committee. The reneweddocument preserves many concepts from the original, and is aimed at settingexpectations of patients, families, and providers as we work in partnership toprovide great care. The document is on display at all of our sites. It can also beviewed in the Patient Relations section of our website, www.niagarahealth.on.ca.Partnering with Patients is a living document - one which we will be expected toreview annually to ensure it meets our needs and the needs of those we serve. Niagara Health Now 5

Care closer to homeNew Thrombosis Service example of commitment to patient safetyLarry Robertson is thankful formed, a clot can slow or block normal blood flow,for the launch of Niagara and even break loose and travel to an organ. ThisHealth System’s first can result in significant injury, including heart attack,dedicated Thrombosis stroke and venous thromboembolism – the top threeService. cardiovascular killers.In October, the Fonthill resident developed a blood Thrombosis Nurse Specialist Maja Poehlman.clot after knee surgery and needed to be prescribed ablood thinner. The Thrombosis Service team provides the bestIt also meant he required the care of thrombosis possible care and education to patients with, or at riskspecialists to monitor his health after his blood clot. for blood clots.In the past, Mr. Robertson would have travelled to The team includes three Hematologists who work inHamilton to receive such care, but the opening of the thrombosis clinic on a rotating basis – Dr. PeterNHS’s first Thrombosis Service meant he could receive Kagoma, Dr. Reem Maida and Dr. Blair Leonard – andthat care closer to home. Thrombosis Nurse Specialist Maja Poehlman.At the same time he needed the care of thrombosis Dr. Leonard, the NHS Regional Thrombosis Leadspecialists, Mr. Robertson was also receiving radiation Physician, says the goal of the Thrombosis Service istreatment for prostate cancer at the Walker Family to provide “local expertise in managing this deadlyCancer Centre. condition and the medications needed to treat it.”Having a thrombosis service in Niagara made a hugedifference.“Going through radiation is enough. It would havebeen a tough go (travelling to Hamilton),” says Mr.Robertson. “It’s great to have everything local. It makesa world of difference to people.”The official opening of the NHS Thrombosis Service,based at the St. Catharines Site, was held on Oct. 13,2015 to coincide with World Thrombosis Day.The service supports excellence in the managementof thrombosis and anticoagulants (blood thinners) inpatients at NHS. The service provides on-site expertiseon thromboprophylaxis, bridging and anti-coagulationmanagement as well as management of challengingthromboembolism cases.The new service is another example of ourcommitment to patient safety and our focus onquality.Thrombosis is the formation of potentially deadlyblood clots in the artery (arterial thrombosis) orvein (venous thrombosis), and is one of the leadingcauses of preventable deaths in the hospital. Once6 Niagara Health Now

CARE CLOSER TO HOME“Anticoagulant therapy and its management havebecome much more complex as new drugs areintroduced and physicians need expert assistance toprovide the most clinically appropriate antithromboticmanagement,” says Dr. Leonard. “Ultimately this shouldlead to better, and safer patient care.”Ms. Poehlman says the service has been well-receivedby the patients she’s cared for.“Patients tell me how thankful they are to receive carecloser to home,” she says. “It’s wonderful that Niagararesidents have a dedicated Thrombosis Service in theregion.”Organized and dedicated thrombosis services havebeen shown to reduce anticoagulation relatedmortality, decrease bleeding complications, reducetransfusion requirements and reduce hospital re-admissions related to bleeding complications.The new NHS service is a unique partnership withpharmaceutical companies Boehringer Ingelheim andLEO Pharma, where each provided funding and othersupport to assist in the start-up of the NHS clinic.“It’s wonderful that Dr. Blair Leonard, NHS Regional Thrombosis Lead.Niagara residents havea dedicated ThrombosisService in the region.”Maja Poehlman The new service was also developed with assistanceThrombosis Nurse Specialist from existing thrombosis programs at St. Joseph’s Healthcare Hamilton and Hamilton Health Sciences.“We are pleased to be a partner in this important THROMBOSIS FACTS:program that will ensure patients with cardiovascular-related complications within the NHS system will have Thromboembolic events cause mostaccess to dedicated thrombosis services,” says Richard of the world’s top three cardiovascularMole, President and CEO, Boehringer Ingelheim killers: heart attack, stroke and venous(Canada) Ltd. “We look forward to seeing the positive thromboembolism, or VTE – a blood clotoutcomes of this partnership and the improvement found mostly in the leg and lungs. Oneof quality and patient outcomes for those within the in four people die from causes related tosystem.” thrombosis.Xavier Bertin, President and CEO at LEO Pharma, adds:“People are our focus. By helping treat or preventthrombosis, patients and their families will be able tolive a better life. This partnership is a great example ofhow we can all work together to do better for patients.We are proud to help the NHS launch this new centreof expertise for better and safer patient care and animprovement of their quality of life.” Niagara Health Now 7

WE ARE NHSNancy Rogers, a Charge Technologist at the St. Catharines Site Lab, was recognized for 45 years of service at last fall’s Loyalty Recognition andRetirement Event.We relish the opportunity to recognize the wonderfulachievements and milestones of our team. Lastfall, we held two such occasions - our annualLoyalty Recognition and Retirement Event and ourInterprofessional Practice Awards.At two Loyalty Recognition and Retirement Events in November, we celebrated the long service of 650 NHSemployees and 47 physicians, and saluted 110 retirees. Our ninth annual Interprofessional Practice Awards inOctober garnered more nominations than ever before.These awards are an opportunity for NHS to acknowledge teams and individuals who exemplify theInterprofessional Practice competencies of interpersonal and communication skills, patient client-centred careand collaboration. 8 Niagara Health Now

WE ARE NHSHere are the Interprofessional Practice award recipients:INDIVIDUAL PRACTICE AWARDLouise Bates (Senior Respiratory Therapist, St. Catharines Site): Louise has been working with the respiratorytherapists, physicians and nursing staff for an extended period of time to standardize airway managementequipment through all of the sites at the NHS. Louise is very forward-thinking in order to always improve theexperience for the patient, as well as for the providers.Helen Law (Senior Physiotherapist, Greater Niagara General Site): Helen has been a pivotal core member of theSenior Friendly Hospital Initiative. She helped develop the project charter and has provided insightful input intothe monthly progress reports. She has taken initiative to promote the goals of the project and has engaged allthe rehabilitation and nursing staff to participate in the education sessions on the learnings of delirium.EDUCATION AWARDPat Forster (Renal Dietitian, St. Catharines Site): Pat takes an individualized, patient-centred approach asshe counsels patients and families on kidney-friendly diets. Pat uses creativity, care and compassion in herinteractions, providing gentle, persuasive and professional guidance. She seeks out education opportunities andshares her knowledge using best practice guidelines and best evidence.INNOVATION AWARDLab Test Info Guide Team: Karen Bortolon (Lab Manager), Matthew Costello (Business Systems Analyst), MyuranSivarajah (Registered Technologist, Lab), Susie Ferrier (Lab Assistant), Lezlie Lambert-Burd (Kidney Care NurseEducator), Lori Howes (Business Systems Analyst), Andy Naundorf (Supervisor, Systems Administrator), AnnaFedorovitch (Charge Technologist, Lab), Teresa Duguay (Educator for Emergency and Critical Care), Anna Cobian(Web and New Media Co-ordinator), Bonnie Sipos (Regional Director, Infection Prevention & Control, DiagnosticServices and Laboratories).This team revitalized a paper-based reference manual and brought it to life using innovative approaches toelectronic media and best practices in learning. It is an essential tool for education and leads to improvedoutcomes for those we serve in laboratory medicine. The need to call the lab about tests is almost negated. Thislab test info guide is the best front-line tool to enhance everyday workflow for nursing, lab, diagnostic imaging,physicians and unit clerks in a long time.TEAMWORK PRACTICE AWARDProstate Diagnostic Assessment Program: Dr. Ian Brown, Dr. Tom Song, Dr. Kamal Mattar, Dr. JeffreyShoebridge, Dr. Abhirami Hallock, Dr. Theodoros Tsakiridis, Dr. Tom Corbett, Katie Kells (Registered Nurse), JenSchafer (Clerk Receptionist ), Krystyna Korczak (Clerk Receptionist ) , Dr. Hagop Mazmanian, Brigitte Canter(Ultrasound Technologist), Lisa Hamel (Ultrasound Technologist ), Vanessa Vaicius (Ultrasound Technologist ) .The Prostate Diagnostic Assessment Program team has received many letters of praise from patients expressinghow the team dynamic has benefited them. There are many times patients call waiting for surgery and areanxious they have not heard from the pre-op clinic, or they need guidance completing forms for pre-op, or theyare anxious about upcoming radiation appointments. Each of these patients is thankful to have a single contactwho is always available as a resource. Niagara Health Now 9

iInnfroeraml taitmioenNew service in Emergency Departments, Urgent Care Centresreinforces our commitment to be transparent, accountableTanya knew she needed initiative on Twitter, and I thought at the time thatto see a doctor. it was awesome. I checked it and it said the waitHer heel was becoming at the Niagara Health System’s Port Colborne Siteincreasingly painful and Urgent Care Centre was 30 minutes.she could barely walk on “So I made plans to go over my lunch hour.”it. Tanya recalled how she was triaged as soon as she got to the Urgent Care Centre, saw the physician“I knew it wasn’t an emergency care situation, but I within 30 minutes, and was out the door 15didn’t know what it was and I couldn’t take the pain minutes later with a prescription and other helpfulany longer.” advice for her heel.Tanya lives in Welland and works in Port Colborne. “I felt like I went to Grandma’s house,” she said. “ItHer family doctor is located in St. Catharines. Being was such an incredible experience. The doctor wasable to see a physician over her lunch break was a wonderful. She was just so genuinely concernedpriority. about me. All of the staff that I came into contact“I didn’t want to miss work if I didn’t have to. I with that day were welcoming and kind.”remembered seeing the NHS’s new wait times “I was back to work within 45 minutes.” continued on page 1210 Niagara Health Now

“I didn’t want to misswork if I didn’t have to. Iremembered seeing theNHS’s new wait timesinitiative on Twitter, and Ithought at the time that itwas awesome.” Tanya Patient Niagara Health Now 11

IMPROVING THE PATIENT EXPERIENCETanya is one of thousands of people who have “An automated system refreshes the data everyaccessed current Emergency Department (ED) and 20 minutes, allowing us to provide up-to-dateUrgent Care Centre (UCC) wait times since the NHS information about what patients can expect when andintroduced the new service last October. The wait if they come to one of our Emergency Departments ortimes are available on NHS’s website and on monitors Urgent Care Centres.”at our sites as part of our ongoing efforts to improve Niagara Health is one of few hospitals in the countrythe patient experience and access to care. that provides this real-time information to the public.Launching this new system reinforces our This information is powered by Oculys and is based ontransparency and accountability by communicating a year of research into activity patterns and flow in theinformation in real time that will help those we serve NHS EDs and UCCs.make more informed decisions about their care.Monitors in the ED and UCC waiting rooms display site “There is a lot of helpfulspecific wait times, while the NHS website includes information on our websitewait times information for all of our EDs and UCCs. to help make the experienceFour key pieces of information are now available as positive as it can be for24/7 to the public: our patients and families.” • wait times to see a physician or nurse practitioner Jill Randall in our EDs and UCCs; Director of NHS’s Emergency Medicine Program • the number of people currently registered and “Niagara Health is the first system of this size in Canada waiting; to provide a community with this information,” said Franck Hivert, Oculys Health Informatics CEO and • the number of people currently being treated; President. “By innovating, they are delivering what the • when the ED/UCC is busiest over the next six public really wants. Our experience has proven that positive things happen when people know what to hours based on the previous 30 days (on the NHS expect and actively participate in managing their care.” website only).“Wait times in our EDs and Urgent Care Centres areamong the most frequently asked questions by ourpatients and families. All of this information is nowavailable to the public in an easy-to-understandformat,” said Derek McNally, Executive Vice PresidentClinical Services and Chief Nursing Executive.12 Niagara Health Now

IMPROVING THE PATIENT EXPERIENCEMany factors can affect pressures in EDs and UCCs, “Many hands were involved in creating this fabulousand changes can take place quickly and significantly service for the Niagara community. There is a lot ofdepending on patient need. The sickest patients are helpful information on our website to help make theseen first. The wait time on the NHS website and on experience as positive as it can be for our patientsthe waiting room monitors is an estimate based on and families,” says Jill Randall, the Director of NHS’scomputer calculations. It is not a guarantee of the Emergency Medicine Program. “We have received a lotlength of time patients will wait. of positive feedback on the new wait times initiative,It is important to emphasize that patients should call and I would encourage members of the public to9-1-1 for serious medical emergencies. Emergency check out the website to learn more.”Departments treat patients with serious injuries andillness. Urgent Care Centres treat patients with minor WAITinjuries and illness. TIMESThe wait times can be found by clicking on the clockon the home page of the NHS website, on monitorslocated in our ED and UCC waiting rooms or by goingdirectly to www.niagarahealth.on.ca/educcwaittimes.Also on the website are answers to frequently askedquestions about emergency and urgent care, includingexplanations of why people wait and the triage system(a standard tool Canadian hospitals use to evaluate themedical urgency of all patients when they arrive).Partnering for patientsEmergency Departments and Urgent Care Centres are very busy with an increased number of patients duringthe winter months.We are working together with our partners in Niagara to help the public better understand the most appropriatehealthcare options available to them if they require medical attention for flu or other illnesses.The public is encouraged to visit their family doctor or nurse practitioner if they don’t require emergency orurgent care. Other options include:Walk-in clinics Visit Healthcare Options at Call Telehealth1-866-797-0000 Call 211 for information www.ontario.ca/healthcareoptions for health advice and information and services about healthcare from a registered nurse 24 hours to search for a healthcare in Niagara provider near you a day, 7 days a weekFlu is a respiratory illness. Flu symptoms include fever, body aches, extreme fatigue, headache, chills, sore throat,stuffy nose, sneezing and coughing. Some people can become very ill depending on their health and otherfactors, possibly developing complications and requiring hospitalization.Anyone in need of emergency medical care should call 9-1-1 or go to their nearest Emergency Department. TO PREVENT THE FLU Get the flu shot, wash your hands, cover your cough or sneeze, stay home from school and work when sick, avoid shaking hands or close contact with people who are sick, and don’t visit individuals in hospitals or healthcare settings. Anyone in need of emergency medical care should call 9-1-1 or go to their nearest Emergency Department. Niagara Health Now 13

Growing a stache and raising cash OneFoundation for Niagara Health System’s Moustache Mania supports local prostate cancer careMoustache Mania participants celebrate a Dr. Rafi Setrak says goodbye to his “mo” Dr. Ian Brown visits his local barber shop,successful 2015 fundraising campaign. courtesy of Jane Lammers of Hair Quarters. Mario’s Family Hairstyling, for a “mo” trim.In the philanthropic and 227 were diagnosed with prostate cancer.community, the month of The program’s lead urologist, Dr. Ian Brown,November is commonly participated in the mo-growing challenge to helpassociated with terms bring attention to this cause.like the Handlebar, the Fu “Moustache Mania was a tremendous success inManchu and the Walrus. helping to raise funds and awareness for prostate cancer care right here in Niagara,” says Dr. Brown. “IIt’s a time for men to craft the best moustache and a would like to thank everyone who got involved in thetime for many of the spouses of these men to count fundraiser, which supports the important work that wedown the days to Nov. 30 – the day the prized staches are doing at our local prostate clinic.”get shaved off. This year, 16 participants comprised of NHS staff,No matter how you feel about the month of the physicians and volunteers, community members andmoustache, many supporters help to raise significant local businesses, helped to raise more than $20,000.dollars for prostate cancer care initiatives. The group also included women who contributed inAt Niagara Health System, OneFoundation’s their own creative ways – some by fashioning stick-onMoustache Mania fundraiser encourages support of moustaches, others by wearing special moustachelocal care at Niagara’s Prostate Diagnostic Assessment pins.Program. The program, which operates Mondays, Thank you to everyone who supported this initiativeWednesdays and Fridays in the Walker Family Cancer by participating or donating. Stay tuned for the thirdCentre, is the first of its kind in Niagara and is designed annual Moustache Mania in November 2016.to improve the quality and coordination of care,decrease wait times for diagnosis and optimize the To learn how you can support the needs of the NHS:patient experience for men with suspected prostate Call: 905-323-FUND(3863)cancer. In its first year, 694 patients visited the clinic Visit: www.OneFoundationforNHS.com twitter.com/1FoundationNHS facebook.com/OneFoundationForNiagaraHealthSystem14 Niagara Health Now

Planning for the futureEngaging our communities in the development of Strategic PlanOur work toward So far, we have collected in our vision (aspirations); keya new Strategic information at 29 Vision Day considerations to help shapePlan continues sessions hosted across Niagara, our vision for the future; and theto build which gave our community measures of success for achievingmomentum. members the opportunity to our vision. These themes are high- actively work with us to shape our level, yet they help to captureLast summer, our Board of Directors vision for a shared future, through stories and recommendations thatand Executive Team took the first online engagement surveys and will help our Board of Directorssteps in developing a strategic printed postcards across each of work through the next stage of ourplanning process. Since then, our sites. Strategic Plan.many staff, physicians, volunteers A Vision Days Progress Reportand residents have been involved “We are extremely has been shared online at www.during the early stage of planning, proud of our work niagarahealth.on.ca/vision.which is looking at what we should with communitybe doing over the next 10 years to members The progress report presents ourbetter healthcare delivery for the and local findings from the Vision Daysregion. communities.” engagement sessions that took place in September and October“Ultimately our plan is to produce Dr. Suzanne Johnston 2015, including details froma 10-year aspirational vision for our NHS President our first round of communityorganization,” says NHS President engagement, and how feedbackDr. Suzanne Johnston. “One that More than 400 comments and we received is being used.is clear in intent, and tangible recommendations were received “We are extremely proud of ourand measurable so that we know and then grouped into main work with community memberswhen our health system is meeting themes. and local communities,” says Dr.the important goals in improved Johnston.health outcomes and satisfaction Some of these themes included: “Overall, we have had excellentfor the people we serve, and to what people want to see reflected representation from acrossbuild a system that is strong for our the region and look forward tochildren and grandchildren.” planning for the new hospital and accompanying health services.” Niagara Health Now 15

Accredited with CommendationNHS participates in process to measure our programs and servicesagainst national standardsNiagara Health System “the organization has surpassed the fundamentalhas been “Accredited with requirements of the accreditation program.”Commendation” for 2015- NHS President Dr. Suzanne Johnston and Board Chair19 as part of a health- Dr. Barry Wright applauded the Niagara Health teamquality improvement for this achievement.process to measure our “We are very pleased with the findings of thisprograms and services Accreditation and the strong performance of NHS,”against national standards. says Dr. Johnston. “While we have much to be proud of, we won’t let this positive assessment allow us toIn November, a group of surveyors from Accreditation pause on our journey of continued improvement. WeCanada travelled to Niagara to complete our on-site will continue to reinforce important quality and safetyaccreditation. practices across the NHS in the lead up to the launchThey visited every NHS site, program and service, of our new strategic priorities in June 2016.”spending time talking with staff, physicians and Dr. Wright adds: “Quality, safe patient care is a topvolunteers, interviewing patients and families, and priority for Niagara Health System, and our teams arereviewing documents. Accreditation Canada is an always looking for ways to enhance the services weindependent, not-for-profit organization that accredits provide. Our knowledge and practices in quality andhealthcare and social services organizations in Canada safety are propelling us to achieve excellence in care.”and around the world. An excerpt from the surveyor team’s summary of theirWe were recently informed that we have been overall observations noted that NHS “has workedAccredited with Commendation, reflecting that extremely hard in order to invest in quality and safety of care, and plan for a better future. Participating in the Accreditation Canada process demonstrates this commitment to the organization. The various sites can celebrate many successes in their work, making the accreditation process comprehensive …Occupational Therapy and Physiotherapy teams at our Greater Niagara General Site in Niagara Falls review their Route NHS roadmap.16 Niagara Health Now

QUALITY & SAFETY JOURNEY“The delivery of care and services is foremost in initiative highlighted quality and safety across NHS,everyone’s mind, with a focus on patient safety using engaged staff in preparation for Accreditation,Accreditation Canada’s required organizational supported leadership with their communicationspractices to drive key safety elements across the NHS efforts, and built interest, momentum and fun into… Patients and family members reported high levels the process to encourage participation and learning.of satisfaction during the survey visit.” Patients and visitors will likely have seen the colourfulThe surveyors applauded NHS for many achievements, maps posted in all areas of our hospital sites.including: Our focus on quality and safety continues at Niagara Health with the recent launch of the next phase of • Our improving culture of patient safety and this journey, Route NHS: Bridge to Extraordinary. As quality. we cross the bridge, we will continue to reinforce important quality and safety practices across the • Our strong focus on ethics and use of an NHS in the lead up to the launch of our new strategic innovative ethics framework. priorities in June 2016. • The introduction of My Space boards in every “Quality, safe patient care patient room to improve communication between is a top priority for Niagara patients, families and caregivers. Health System...” • Our favourable financial position as a result of Dr. Barry Wright efforts from all levels of the organization. NHS Board Chair • The success of our medication management initiatives, including our Antimicrobial Stewardship Program. • Our commitment to the privacy of patient information.Supporting our successful accreditation journeywas the Route NHS roadmap. This made-in-Niagara Niagara Health Now 17

Members of our Biomedical Engineering Team, from left: Jean Ngoie, Regional Manager Biomedical Engineering, Senior BiomedicalTechnologist Kim Marshall, Biodmedical Technologist Abram Shihuta, Charge Technologist Frank Gigliotti, Biomedical Technologist AlexD’Souza, Biomedical Technologist Maegan Guntran and Biomedical Technologist Nancy Abraham.NHS HighlightsBiomedical Engineering team recognizedNiagara Health System has been named a National Best Practice Hospital for Biomedical Engineering.The designation was achieved following our Biomedical Engineering department participating in a week-long PeerReview directed by the Canadian Medical and Biological Engineering Society (CMBES) in September. The NHS is oneof few hospitals in Canada that have achieved this National Best Practice status.Jean Ngoie, Regional Manager of Biomedical Engineering, formally requested a CMBES Peer Review to assess thedepartment’s performance and to meet our requirements for Accreditation. The survey took place over five days inSeptember. In addition to interviewing members of the NHS team, surveyors met with customers and stakeholdersto ascertain the level of satisfaction with the services provided.The Biomedical Engineering department is responsible for maintaining medical equipment and providingeducation and training on the correct and safe use of electro-medical equipment. As well, they maintain closeworking relationships with Materials Management, clinical staff, information technology services and vendors.Our Biomedical Engineering team is responsible for medical equipment at Niagara Health sites and the Hotel DieuShaver Health and Rehabilitation Centre.18 Niagara Health Now

NHS HIGHLIGHTNew role for Dr. WrightDr. Barry Wright, Chair of Niagara Health System’s Board of Directors, was recently named the new Interim Dean ofBrock University Goodman School of Business.Dr. Wright, a member of Brock’s Business faculty since 2003, began his new duties on Dec. 1, acceptingan appointment that is set to run until June 2017. Dr. Wright’s research has largely focused on leadership,organizational change and how small business can use information technology.Business students voted him Professor of the Year in 2009, and his academic record includes being author or co-author of multiple books, book chapters and other publications, peer-reviewed journal articles and conferencesubmissions.Dr. Wright has been chair of the Niagara Health Board of Director since 2013.Volunteer receives high honourLorena Saxton, who has volunteered in the Port ColborneHospital Auxiliary Gift Shop since 1972, has beenrecognized for her years of volunteering.In November, Mrs. Saxton received the Governor General’sCaring Canadian Award during a ceremony at theLieutenant Governor’s Suite at Queen’s Park in Toronto.Canadian Governor General David Johnston and OntarioLieutenant Governor Elizabeth Dowdeswell presented theaward to Mrs. Saxton, who was among 28 volunteers to berecognized.Created in 1995, the Governor General’s Caring CanadianAward recognizes Canadians who have made a significant,sustained, unpaid contribution to their community, inCanada or abroad. Often working behind the scenes, these Volunteer Lorena Saxton in the gift shop at our Port Colborne Site.individuals volunteer their time and efforts to help theirfellow citizens. The award also brings to light the exampleset by volunteers, whose compassion and engagement are a part of our Canadian character.Mrs. Saxton has also been a committed volunteer for Meals on Wheels in Port Colborne for more than 45 years andis an active member of United Church Women.Students devise map for patientsSometimes it takes a map to plan the route through a complex decision, and Niagara medical students have comeup with such a chart for men facing decisions about prostate cancer issues.Elan Hahn and Matthew Baron, third-year students of the Michael G. DeGroote School of Medicine at McMasterUniversity’s Niagara Regional Campus, have created a diagram, or “decision box,” tool to improve patients’ ability tomake confident and competent decisions about their own care. Their work was overseen by adjunct professor Dr.Ian Brown of the Niagara Health System.The tool, for patients whose prostate cancer screening has shown some potential abnormalities, shows the optionsof choice for each decision, and allows patients and their doctors to review and discuss in developing a routethrough a decision.The tool was piloted with both patient and physician focus groups to assess viability, usefulness and clarity. The toolwas then put into clinical practice at Niagara Health System’s Prostate Diagnostic Assessment Program. Patientshave been positive about the tool’s effectiveness.The study recently won an award at the recent American Society for Clinical Pathology conference in California. Niagara Health Now 19

Stellar studentsBrock University Health Sciences students win award for contributionsto quality improvement in healthcareTwo Brock University Brock University Health Sciences students Bianca Fucile and Sierrastudents were recently Barrett have been recognized for their work in the Interprofessionalrecognized for their work Education for Quality Improvement Program (I-EQUIP).involving a program thatpairs students from Brockand McMaster Universitywith leaders and front-linestaff from Niagara HealthSystem.Bianca Fucile and Sierra Barrett, students in Brock’s at NHS, she has developed a co-design methodology toDepartment of Health Sciences, were commended for work with patients and health professionals to identifytheir submissions that highlight engagement in the what they see as important initiatives to improve theInterprofessional Education for Quality Improvement patient experience with care. This is a patient-drivenProgram (I-EQUIP). project designed to ensure a patient-centred approach.The projects earned them a trip to Orlando, Fla., in Barrett was one of four students chosen in theDecember to learn more about quality improvement in international poster competition. The win allowed her tohealthcare at the Institute for Healthcare Improvement attend the Florida conference and participate on a panelAnnual Forum. They were among 6,000 health with other students and faculty experts.professionals from across the globe dedicated to Barrett and her team are working on a project focusingeffecting real change in healthcare quality and safety. on the implementation and evaluation of the PediatricBoth Barrett and Fucile are stellar students who have Rapid Assessment Clinic at the St. Catharines Site. Herdemonstrated self-directed initiative to make sure their team consists of Dr. Madan Roy and Dr. Rafi Setrak ofprojects are successful, said Department of Health the NHS and three medical students from the MichaelSciences Associate Professor and Co-Director of I-EQUIP, G. DeGroote School of Medicine- Niagara RegionalMadelyn Law. Campus. Barrett’s role is to analyze real-time data,“Through their work on these projects, both students write reports, present findings to physicians and makehave been able to enhance their understanding of recommendations about changes for improvements.health system change and what it takes to make “On behalf of the Niagara Health System, I want toimprovements while also helping to impact the health congratulate Sierra, Bianca and their teams for thisof people in Niagara.” incredible recognition,” said Linda Boich, NHS Vice- President Quality and Strategy, Mental Health andFucile placed in the top four for her essay on her Addictions, and I-EQUIP co-director. “Their contributionsexperiences in quality improvement from a student reflect the innovative work happening through I-EQUIPperspective. and illustrates our commitment to learning and qualityFucile has been working with the Walker Family Cancer improvement.”Centre to help improve patient information andeducation. Working closely with Charlene Duliban, Story courtesy of Brock UniversityAdvance Practice Nurse and Patient Education Specialist20 Niagara Health Now

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Your Health Care Be Involved Be involved in your health care. Speak up if you have questions or concerns about your care. Tell a member of your health care team about your past illnesses and your current health condition. Bring all of your medicines with you when you go to the hospital or to a medical appointment. Tell a member of your health care team if you have ever had an allergic or bad reaction to any medicine or food. Make sure you know what to do when you go home from the hospital or from your medical appointment.Funding for this project was provided by www.oha.comthe Ontario Ministry of Health and Long-Term Care Niagara Health Now 27