Niagara Health Now - Spring 2017

Spring 2017 Issue NOW Cover story on page 10 YOUR MEDICATIONS MATTER Learn why it’s important for you to bring a list of your medications to all medical appointments

NOW Message from Suzanne Johnston President3 A sign of caring Nurse designs symbol to help comfort Welcome to the latest edition of Niagara palliative patients and their families Health Now. The stories in this issue cover our four Areas of Focus -- Extraordinary4 Focus on Innovation Teams, Extraordinary Care, Extraordinary Innovation is enhancing extraordinary patient Future and Extraordinary Innovation. experiences at Niagara Health You’ll read about how our innovation efforts, including our new Patient Satisfaction Survey,5 Measuring patient satisfaction in real time are enhancing experiences for our patients, New technology that allows for their families and our teams. in-the-moment feedback is making a difference You’ll hear from a patient about how our new our patients and families Integrated Comprehensive Care program has made a significant difference in her life. The6 Connecting the Docs program provides discharged patients with Secure smartphone app allows physicians access to healthcare services to help manage to communicate faster and more securely their chronic conditions at home. You will also read about how a Niagara Health8 Partnering for patients nurse designed a symbol to help comfort our Organizations work together during busy palliative patients and their families. It’s a winter months to meet community needs wonderful example of our caring teams. And you will receive an update on our12 Advocate for Aboriginal patients planning for the future, which includes Program helps patients navigate the programs and services proposed for healthcare system in Niagara Niagara Falls and Welland as part of our redevelopment planning.14 Seamless transition from hospital to home And there’s so much more highlighting the Integrated Comprehensive Care Program extraordinary work of our teams who are making a difference in patients’ lives helping us achieve our vision of a Healthier Niagara.18 Building a Healthier Niagara I hope you enjoy this issue! How we’re planning for the future Get the latest news from Niagara Health16 We are Niagara Health by signing up for email updates. Celebrating our teams Visit www.niagarahealth.on.ca to learn how to sign up.20 Power of pet therapy Follow us on: Four-legged friends provide comfort to our patients and teams Please send feedback to: [email protected] Supporting a Healthier Niagara New President and CEO of OneFoundation dedicated to helping Niagara Health provide extraordinary caringNiagara Health Now is produced by Niagara Health’sCorporate Communications Team.Editor and Writer: Steven GallagherDesign Layout and Photography: Anna CobianContributing writers: Melissa Raftis, Kim Jackson

A sign of caringNiagara Health nurse designssymbol to help comfort ourpalliative patients and their families Registered Practical Nurse Mark Plantinga with the sign he helped design.It started with feedback On his own time, Mr. Plantinga designed an emblemfrom a patient’s family. with a heart at the centre hovering above an outreached hand, symbolizing the fragility of life andCardiology staff at Niagara Health’s St. Catharines Site the indirect touch of compassion when caring forwere told the care they had provided was exceptional, a patient. Mr. Plantinga says the symbol representshowever, the family noted there were times at their how any single person can make a difference for ourloved one’s end of life when the hallways in the unit patients.were noisy. “We just have to take that extra bit of courtesy when we’re near that room to quiet down to make it asToni Rogers, Niagara Health Cardiology Program comfortable as possible for them,” says Mr. Plantinga.Clinical Manager, brought the concern to her team. “I think this symbol, and not just for palliative patients,She asked them to think about a symbol they could it reminds us of how we need to be all the time forput on a palliative patient’s door to make visitors and everyone.”staff aware they should make an extra effort to be “I’m so proud and overwhelmed by Mark’s response,”quiet. says Ms. Rogers. “He took the idea and he really put the heart and the emotion behind it.”The call to action resonated with Registered Practical Mr. Plantinga says it is difficult for anyone to deal withNurse Mark Plantinga. the end of a life and saw this project as an opportunity to make an improvement in the way we approach“The ways we can make care as comfortable as palliative individuals and their families. Eventually, thepossible is something we’re always trying to be symbol will be used across all Niagara Health sites as acognizant of, especially in palliative situations,” says respectful way to highlight palliative patient rooms.Mr. Plantinga. “I started brainstorming some ideasthat could highlight those rooms that captured the Niagara Health Now 3components of care we really try to strive for.” Extraordinary Care

FOCUS ON INNOVATION FOCUS ON INNOVATION Innovation has important impact on the care we provide patientsNiagara Health’s Information and Communications Technology team developed our innovative Patient Satisfaction Survey applicationin-house (Story on Page 5). ICT team members Michelle Gibson, Project Manager, and Graham Campbell, Business Systems Analyst, led theimplementation.Innovation plays a Among the successes, Niagara Health is improvingvital role in improving patient satisfaction, creating a more seamless systemhealthcare delivery, patient of care, enhancing communication among oursatisfaction and patient multidisciplinary teams and improving workflow.outcomes. Advancements in medical “Our people at Niagara Health are making a difference. The teamwork, fresh thinking and innovationtechnology allow our healthcare providers to better taking place are having an important impact on thediagnose, treat and care for their patients. care we provide our patients,” says Niagara HealthNiagara Health is on the leading edge of developing President Suzanne Johnston. “An added benefit ofand using innovative systems. Some of these this commitment to continuous quality improvementinnovations may not be as readily visible as the latest is our success in recruiting great people to work andstate-of-the-art equipment might be to patients and volunteer at our hospital.”yet it makes all the difference in the world when itcomes to care. Over the next three pages you’ll read about a few examples of how our innovative systems are enhancing the patientFostering a culture of extraordinary innovation at experience and supporting ourNiagara Health is a key direction of our ambitious healthcare teams.strategic plan. Efforts so far are making a significantcontribution in our work to create extraordinary Extraordinary Innovationexperiences for our patients, their families and ourteams. 4 Niagara Health Now

FOCUS ON INNOVATIONMeasuringpatientsatisfactionin real timeNew technology that allows for Niagara Health volunteer Chantelle Sterenberg asks patientin-the-moment feedback making Craig Miller questions as part of our Patient Satisfaction Survey.a difference in the experienceof our patients and familiesNiagara Health patient Lisa Hildebrand, Manager, Clinical Services at NiagaraCraig Millar says being able Health, says the survey has been an importantto provide feedback is vital addition for patient engagement.in healthcare. “This is absolutely valuable because we can affect change now while the patient is here. It helps us toThat’s why Mr. Millar welcomed the opportunity be aware and something that we can address rightto participate in our new and innovative Patient now,” she says. “This has been a great opportunity inSatisfaction Survey that sees trained volunteers visit building trusting relationships with our community,patients in their rooms using a hand-held tablet to knowing that they are being listened to in real time.complete the questionnaire. It is another way we are engaging with patients andThis technology, developed by Niagara Health’s their families to gather their feedback.”Information and Communications Technology team, Being able to collect and act upon “in-the-momentallows us to measure patient satisfaction in real feedback” can make all the difference in thetime and includes an escalation process for timely experience of our patients and creates new learningresolution of their concerns. opportunities for both staff and leaders.The volunteers ask patients five questions covering The Patient Satisfaction Survey, which is in additionareas such as whether a doctor or nurse explained to the regular discussions our healthcare teams aretheir care in a way they can understand, the having with patients about their care, has been ainvolvement they had in decisions about their care rewarding experience for Niagara Health Volunteerand how they would rate the care they received. Chantelle Sterenberg.Any need not being met triggers an automatic email, Mrs. Sterenberg surveys patients at our St. Catharinesusing Connexall technology, signalling to the Clinical Site once a week as part of her volunteer role.Manager of the unit that there is a patient concern that “I think the patients appreciate it,” she says. “For meneeds to be addressed. personally, I feel good that I’m giving somebody a“It’s good to give some feedback to the hospital,” says voice and maybe a little company. I enjoy meeting andMr. Millar. “It’s a great learning opportunity. What a learning from the patients.”patient has to say can go a long way to make their stay In addition to being asked five questions, patients canmore pleasurable.” include other comments at the end of the survey. “They’re happy to have a way to thank an individual or the staff in general,” says Mrs. Sterenberg. Niagara Health Now 35

FOCUS ON INNOVATIONConnecting minutes communicating can make a huge differencethe docs for our patients.” The use of pagers has been the mainstay ofSecure smartphone app allows communication for doctors in hospitals since theNiagara Health physicians to text 1980s, says Dr. Rafi Setrak, Niagara Health Chiefone another of Emergency Medicine and clinical lead for the qConnect project. Unlike a paging system, qConnect lets the user know when a message has been sent, received and read by the correct person in one easy step. It also includes built-in contact lists, which allow users to reach the on-call physician without having to know who is on call.Niagara Health Orthopedic Surgeon “It’s more efficient than regular texting because ifDr. David Martin uses the qConnect app. you’re going to text or email you need to know the person’s contact information,” says Dr. Setrak. “With qConnect you don’t because those contacts are already built into the system.”When most of us want Most importantly, the information shared is secureto get a hold of someone as it is stored on servers housed on Niagara Healthquickly, we pull out our property, says Tammy Chaput, Niagara Healthsmartphones and send a Information and Communications Technology Projecttext message. In healthcare, however, Manager.communication becomes more complicated. That’s “Because we house all of our own servers, everythingwhy Niagara Health has become one of the first that is shared in this app stays behind Niagara Health’shospitals in Canada to adopt a new app for physicians, firewall,” says Ms. Chaput. “Doctors can now sendwhich makes it faster and more secure for them to patient information like diagnoses and X-rays to eachcommunicate with one another on their personal other through their own smartphones without riskingdevices. a breach in patient privacy.” Niagara Health’s ICT department worked with the hospital’s doctors to customize the app to specifically meet their communication needs. “It’s about helping our physicians be more efficient and more effective ...”Working with IBM and Vocera Communications, Inc., Jeff WilsonNiagara Health designed and deployed an innovative Director of Information and Communicationssmartphone app called qConnect that allows our Technologyphysicians to instant message each other throughtheir own phones. “Because this is a two-way texting solution withJeff Wilson, Niagara Health’s Director of Information multimedia capabilities, it opens so many newand Communications Technology (ICT), says doctors doors for communication,” says Dr. Setrak. “A heartcan now share test results and other key patient- monitor from the Critical Care Unit could forward therelated information with the click of the send button, patient’s rhythm right to the cardiologist’s cellphone,ultimately resulting in more timely care for patients. for example. The possibilities are endless. We’re just“Streamlining the communications between starting to scratch the surface.”physicians and nurses and ward clerks ultimately Other hospitals in Ontario are now looking to Niagaradoes impact patient care because the turnaround Health to see how they can implement similar leading-times are reduced,” says Mr. Wilson. “It’s about helping edge communication technology.our physicians be more efficient and more effectivebecause every step we can take to reduce seconds or6 Niagara Health Now Extraordinary Innovation

FOCUS ON INNOVATIONOther examples of innovations Niagara Health has undertakento improve healthcare within our organization and the largerhealthcare system:PATIENT IN-HOUSE TRANSPORTATION PROGRAM staff involved with patient transports to follow aREDUCES WAIT TIMES patient’s status or movement along the route in real time on a monitor. Niagara Health’s innovative Patient Transportation Automating our porters’ workflow has significantly Program allows porters like Darlene Augustino to improved patient transport times from one location receive patient transport requests directly through in the hospital to another and has generated positive a wireless phone system. feedback from both patients and staff. Reduced wait times for transfers translate into better experiencesNiagara Health’s new portering system was launched for our patients and a greater ability of our porters toin 2013 to make patient transfers within the hospital manage their workloads.faster and smoother, whether for a diagnostic test, Here’s how the program works: Porters receiveprocedure or other need. transport requests directly through a dedicatedNiagara Health worked with Connexall (an integrated wireless phone system; those issuing the request for atechnology solution company) to develop an patient transport are advised the moment it is receivedautomated notification system that allows all hospital and accepted by the porter who will be managing the task. The task can be escalated if more or alternate resources are needed. The system provides up-to-the-minute details on each task to ensure a more seamless process for patients and staff. As a result, patients receive better service and staff on our units spend less of their valuable time coordinating and following up on transfers.WAIT TIMES AND OTHER INFORMATION line staff use every day to manage the movement ofIN REAL TIME patients throughout our hospitals and services. The new Oculys Performance tool is a mobile-friendlyNiagara Health was one of dashboard that provides our teams with one concisethe first hospital systems of overview displaying real-time operations data for useits size in Canada to provide to make decisions on a timely basis. The dashboardsits community with real-time provide information about bed occupancy acrossEmergency Department each program, patient bed assignments, anticipatedand Urgent Care Centre wait discharges, and they even allow patient care areastimes and other information to view their incoming and outgoing patients.about usage. Information is also available providing an overviewAs part of our ongoing of our ED/UCCs, including the number of admittedefforts to improve the patient experience and access patients awaiting a bed within the hospital as well asto care, wait time information is available on Niagara the number of patients in the waiting room.Health’s website and on TV monitors at our sites We have also invested in a similar tool with our partnerallowing people to make decisions about how they Hotel Dieu Shaver Health and Rehabilitation Centreaccess care. This system, powered by our partners in St. Catharines that improves the flow of patientsOculys, reinforces our commitment to be transparent by helping them to more quickly access the properand accountable by communicating information in level of care they need. With this new tool, patients atreal time that will help those we serve make more Niagara Health needing rehabilitation or complex careinformed decisions about their care. are identified sooner, allowing for a more seamlessOther innovative solutions we have undertaken with transition to the next level of care and resulting inOculys include implementation of a new decision reduced wait times.support tool that our healthcare leaders and front- Niagara Health Now 7

Partnering for patients Organizations work together during busy winter months to ensure they’re meeting community needsDuring the Know Your Healthcare Options public Trends in healthcare caneducation campaign, Dr. Bahareh Ghadaki, an infectious be very unpredictable.disease specialist at Niagara Health, offered tips to the But one that is easy tocommunity on how to prevent the spread of illness. predict is during the winter months, flu and other 8 Niagara Health Now illnesses spread in our communities. As a result, the healthcare system faces increased pressure from people seeking care. This year, Niagara experienced even greater pressures because of a rise in flu cases and other illnesses compared with the year before. Hospitals across the province also experienced high patient activity. For a second year, Niagara Health and our partners assumed a leadership role in Ontario by taking a regional approach to address the increased pressure on the system. Continue reading on page 7 Extraordinary Care

PARTNERING FOR PATIENTSAs part of those efforts, a Niagara Region Winter holiday season and winter months when healthcarePlanning Command Centre was mobilized to ensure providers are busy with an increased number ofaccess to care. Teleconferences are held twice a patients needing care for flu and other seasonalweek with our partners, including Niagara Emergency ailments. The campaign included media coverage,Medical Services, Niagara Region, Long-Term Care social media and direct education with patients.facilities, Hotel Dieu Shaver Health and Rehabilitation Derek McNally, Niagara Health’s Executive ViceCentre, Community Care Access Centre (CCAC) and the President Clinical Services and Chief Nursing Executive,Local Health Integration Network. thanked the Niagara Health team for going above andThe Command Centre provides a framework to identify beyond to ensure patients and families are safe andthe critical pressure points, identify staffing issues well cared for.that will affect daily operations and take action to “Amid many added pressures, our patients and familieshelp reduce the patient flow challenges. A significant continue to receive excellent care thanks to our teams’amount of planning and preparation took place prior compassion and dedication,” says Mr. McNally. “We’reto the holidays to support the increased demands also very thankful for the opportunity to work with ourand pressures on patient flow throughout the winter partners to improve the patient experience and accessseason. to care.”In addition, Niagara Health partnered with Hotel Mr. McNally also thanked the community for itsDieu Shaver, Niagara Region Public Health and CCAC support during this busy time. “We know that waitto launch a Know Your Healthcare Options public times are higher when there is more demand. We’reeducation campaign throughout the winter. The sorry for any inconvenience this may cause the publiccampaign was designed to help the public better and we appreciate your patience and understanding.”understand the options available to them during theON THE WEB:To learn more about the Know Your Healthcare Options campaign,please visit www.niagarahealth.on.ca/optionsWhen to go to a Niagara Health When to go to a Niagara HealthEmergency Department Urgent Care CentreOur specialized ED teams treat patients who call 9-1-1 • Minor abdominal pain (nausea, vomiting)and arrive by ambulance. They also treat walk-in pa- • Ear, nose, throat and eye problemstients for such emergencies as: • Minor mental health issues • Cuts that may need stitches • Broken bones • Sprains, strains, sports injuries • Dizziness • Minor asthma attacks or allergic reactions • Complications of pregnancy • Serious illness • Serious injury • Mental health issues Niagara Health Now 9

You can play a role in your own safety Bring updated medication list to all medical appointmentsSusan Cubelic, Niagara Health’s Director of Pharmacy, and Andrea Forgione, a Medication Reconciliation Pharmacist, look over themedication brochure that is available on our website and on Page 11. In the background is Pharmacy Technician Kim Mauriello.We want patients to play a In a recent survey of our Emergency Departmentrole in their own safety. patients, 48 per cent said they bring their medication list with them to every medical appointment.One way is by bringing an accurate list of your As part of the Your Medications Matter campaign,medications when visiting one of our sites, whether we have a print-friendly medication brochure onit’s for a scheduled appointment or a visit to one of our our website (www.niagarahealth.on.ca) and alsoEmergency Departments or Urgent Care Centres. available on Page 11 that allows you to write out“To provide the best possible care, your healthcare your medications, along with how much is taken andteam needs to know what medications you are taking how often as well as who prescribed the medicationat home,” says Andrea Forgione, Niagara Health and if you have any allergies. “Keeping an up-to-Medication Reconciliation Pharmacist. “ This includes date medication list with you provides importantprescription and over-the-counter, non-prescription information for your healthcare team, and improvesmedications as well as vitamins, minerals, supplements patient safety,” says Ms. Forgione. “If someone hasand natural remedies.” questions or needs help creating a list of their current medications, they are encouraged to speak to theirWHAT IS CONSIDERED A MEDICATION? community pharmacist.” • Prescriptions • Over-the-counter medications (allergy medicines, Extraordinary Care cough and cold preparations, vitamins/minerals) • Natural health products (herbals, homeopathic medicines) • Ear/eye drops, creams/ointments, inhalers, injections, liquids, nose sprays, patches, samples or suppositories • Please speak with your community pharmacist if you need assistance creating a list of your current medications. 10 Niagara Health Now

 Ask your community pharmacist to help you create a list of your current medications. Remember to always keep this list up to date. Fill out the form below, cut along the dotted line, fold it and keep it in your wallet.  Niagara Health Now 11

Advocate forAboriginalpatientsProgram provides supportand helps patients navigatehealthcare system in NiagaraJolene Courchene knows “I want hospital staff and the community to know thatnavigating the healthcare I am here and that the Aboriginal Patient Navigatorsystem can be difficult and Program is available to them,” she says.overwhelming. Ms. Courchene is part of a team of Aboriginal Patient Navigators who provide services in the Niagara,“It’s hard when you’re not feeling well and you’re Hamilton and Haldimand-Brant regions. Designedin the hospital and maybe you don’t have family or specifically to meet the needs of Aboriginal people,community connections to provide support,” says Ms. the program provides support to patients and theirCourchene, an Aboriginal Patient Navigator with the families and assists in accessing the healthcare systemAboriginal Health Centre. “Sometimes you’re left to as well as traditional healing and wellness practices.figure things out on your own.” The program also provides navigation services that areMs. Courchene wants Aboriginal patients in Niagara culturally appropriate within the health/social serviceto know she is here to help. systems for individuals, caregivers and their families to improve patient outcomes.12 Niagara Health Now Extraordinary Teams

Jolene Courchene wants Aboriginal patientsin Niagara to know she is here to help.“There is a need for advocacy for the Aboriginal journey, some just want social activities while otherspopulation,” says Ms. Courchene, who has been in the may need more health outreach,” she says.Aboriginal Patient Navigator role since earlier this year. Ms. Courchene says it is rewarding work and part“The health system can be hard to navigate. Having of her role and responsibility as a helper in hersomeone like me come in and provide support can community.be helpful. Sometimes it’s just coming in to say hi that “I’ve received great feedback. There is a lot of gratitudehelps the situation.” and relief,” she says. “When you’re working with peopleFunding for the Aboriginal Patient Navigator Program who are not well and facing so many barriers, it feelsis provided through the Hamilton Niagara Haldimand good to be that support person who individuals canBrant Local Health Integration Network. build a trusting relationship with. I feel incrediblyMs. Courchene, who has a background in working grateful and humble to do the work that I do.”in Mental Health, says another key part of her role is MORE INFORMATIONconnecting patients with other Aboriginal support If you’d like more information on the Aboriginal Patientorganizations in the region. Navigator Program, please call 905-358-4320 or visit“Wherever individuals are at in terms of their healing www.aboriginalhealthcentre.com Niagara Health Now 13

Seamless transitionfrom hospital to homeProgram providing discharged patients like Jean Brown with accessto services to help manage their chronic conditions at home Integrated Care Co-ordinators like Jane Karner connect discharged patients with services in the community, including home care.14 Niagara Health Now Extraordinary Innovation

SEAMLESS TRANSITION FROM HOSPITAL TO HOMEJean Brown says Niagara Patients and their family members have access toHealth’s Integrated support on a 24/7 basis for 60 days after discharge. ForComprehensive Care (ICC) Ms. Brown, that means she receives home visits fromprogram has changed her nurses, physiotherapists and a dietitian.life. In December 2016, the “I learned a lot from this program. The dietitian came73-year-old grandmother to my house and showed me how to read labels,” sayswas recovering from a Ms. Brown. “I honestly believe if I would have hadheart attack when she this program after my first heart attack, I don’t think Istarted having trouble would have had the heart attack in December becausebreathing. I think I would have understood what was happening. The nurses really explained it to me and explainedMs. Brown received care in the Emergency Department what I have to do.”at Niagara Health’s Welland Site, where she was then For those patients who are readmitted, Ms. Patersonconnected with an Integrated Care Co-ordinator after says they are staying in hospital for shorter periodsit was determined she met the criteria for the ICC of time because they are learning to manage theirprogram. chronic conditions.Launched last April, the program directly integrateshospital and community care services for patients “It’s making the transitionwho are admitted with chronic obstructive pulmonary from hospital to home adisease (COPD) and congestive heart failure (CHF) and more seamless one.”require home care after discharge.Ms. Brown no longer drives and has limited ability to Heather Patersontravel. Director of Patient Care and Integrated“So when they said the healthcare workers would Comprehensive Care project leadcome to the house, I said this is wonderful.”Ms. Brown was discharged from Niagara Health’s “It’s making the transition from hospital to home aWelland Site on a Friday. By 9 a.m. Saturday, a nurse more seamless one,” says Ms. Paterson.was knocking at her front door to deliver care. The ICC program builds on the success of St. Joseph’s“I was so happy to see her the next day because I was Health System’s early work in launching an innovativescared,” says Ms. Brown. “She took my blood pressure approach to integrated care and currently includesand she explained a lot of things and explained what all acute care hospitals in the Hamilton Niagarahappened to me.” Haldimand Brant LHIN.Heather Paterson, Niagara Health Director of PatientCare and Integrated Comprehensive Care project lead, Integrated Comprehensive Care at a glancesays as of the end of 2016, 311 patients have come • More than 300 patients have come throughthrough the ICC program. the program since it launched in April 2016.Integrated Care co-ordinators act as a link between • Patients and their families have access tohospital specialists and connect COPD and CHF support 24/7 for 60 days after discharge.patients with necessary service providers in the • Mobile technology, such as iPads, allowscommunity, including home care provided by St. home care staff to update the care team inJoseph’s Home Care. “The feedback from our patient real time with any changes to a patient’ssatisfaction surveys has been very positive,” says Ms. condition.Paterson. “So far the data is indicating that we’vecreated significant positive change.” Niagara Health Now 15

We are Niagara HealthMembers of the Douglas Memorial Site Allied Health Team pictured from left to right: Kathryn Ingebrigtsen,Cheryl Allen, Tawnya Otten, Shannon Finn and Carol Van Dieten.Interprofessional Practice Awardrecipients 2016Each year we celebrate the accomplishments and milestones of our incredible staff and physicians at our annualLoyalty Recognition and Retirement Events and our Interprofessional Practice Awards.In the fall of 2016, we celebrated the long service milestones of 657 employees, 50 physicians, and 107 retirees.The combined time worked by these staff members and doctors totals an impressive 14,345 years of servingpatients in Niagara. As well, members of Niagara Health’s team who go above and beyond to help patients withtheir physical, emotional and personal needs were recognized at our 10th annual Interprofessional PracticeAwards. Here are the award recipients:Individual PracticeRosalie Bilodeau, Physiotherapy Assistant - Greater Niagara GeneralWith a helpful attitude and dedication to those she serves, Rosalie often takes a lead role in adapting the plan ofcare to meet the age-specific and cultural needs of her patients. For example, she recently took the initiative towork with other staff members, a patient and their family to devise a strategy to help work around the patient’sphysical limitations to meet their personal hygiene needs. Rosalie coordinated the extra time and equipmentneeded to create a strategy that was not only effective but also worked best for the patient.Jacob George, Discharge Planner – Welland SiteJacob spends a great deal of time with each member of the interdisciplinary team to better understand theirspecific roles and scope of practice so he can better assist in enhancing the care delivered and the overall patientexperience. Whether it’s staying late, missing breaks or coming in on his own time, Jacob consistently goes aboveand beyond to meet the needs of those he cares for.16 Niagara Health Now Extraordinary Teams

WE ARE NIAGARA HEALTHMark Plantinga, Registered Practical Nurse – St. Catharines SiteMark consistently demonstrates accountability, multidisciplinary collaboration and a values-based approach toquality patient and family care. One example of how Mark continually demonstrates caring and compassion forhis patients stems from a team discussion about creating more awareness about areas where there are palliativepatients. Mark designed a symbol to be placed outside of palliative rooms to indicate to those nearby to be asquiet and respectful as possible when passing by.Kathryn Pummell, Social Worker – Greater Niagara GeneralKathryn is always ready to advocate for her patients and their families. She put together a binder for each unitshe is responsible for to provide patients and families with contacts for community support services. Kathryn hasalso been known to call various used clothing stores to collect donations for patients. She also helps her patientsfile their income taxes and assists with other personal activities that they find difficult to do on their own.Patti Wasylowich-Champoux, Charge Diagnostic Imaging Technologist – Greater Niagara GeneralPatti intuitively knows when a patient needs extra emotional or physical support, and immediately exudes awarm and caring attitude, while being positive and respectful of each person. She ensures her patients arecomfortable and at ease, while providing confidentiality and dignity, especially for those who cherish theirprivacy. She relates exceptionally well to patients of all ages. Patti communicates openly and transparently in allher conversations and is a collaborative and cheerful team member.Innovation AwardAndrea Forgione, Pharmacist – St. Catharines SiteIn her role, Andrea acts as a facilitator, educator, moderator and innovator. She works proactively with programsto ensure the Medical Reconciliation (MedRec) processes are in place to support safer patient care. She recentlyworked collaboratively with our Information and Communications Technology and Decision Support teams touse new software technology to allow staff to prioritize their clinical work and efficiently identify which patientsrequire a best possible medication history.Education AwardRobin Owen, Clinical Dietitian – St. Catharines SiteRobin is a team player who often asks her colleagues if she can assist them with providing patient care whenworkloads are busy. Among the many projects she worked on this year, Robin developed a dietary educationtool for patients called Niagara Meal and Food Support Services. She collaborated with other disciplines todesign a handout for patients in need of meal services at home. It’s now being used in other disciplines to helppatients receive the meal services after they’ve been discharged.Team Practice AwardDouglas Memorial Hospital allied health team, Complex Care Unit:Cheryl Allen, Discharge Planner Teresa Tulumello, PhysiotherapistKristi Baughn, Physiotherapist Kathryn Ingebrigtsen, Speech Language PathologistDebbie Potashnyk, Recreation Therapist Carol Van Dieten, PhysiotherapistShannon Finn, Physio Rehab Assistant Tawnya Otten, Physiotherapy AssistantTaylor Strande, Speech Language Pathologist Kathryn Pummell, Social WorkerPetra Fraelic, Occupational TherapistThis group works together to ensure extraordinary caring is delivered to every person, every time. Thephysiotherapists ensure patients are as strong as possible when they are discharged home, while the socialworker immediately provides assistance to ensure the patient has support systems available to them. The speechlanguage therapists assist patients and caregivers with swallowing assessments to ensure there are eating safely,the outpatient physiotherapists provide supports to ensure patients are thriving in the community and thedischarge planner meets with patients immediately after admission to make sure there is a safe discharge home.By working together as a team, this group helps to restore lives while living out our values. Niagara Health Now 17

A message to the communityNiagara Health would like to thank Although the planning will be refined throughoutthe thousands of people who the various stages, at the core of this work is to:offered feedback during the initialredevelopment planning related to the • integrate hospital and community care servicesNiagara Falls South Site hospital and the for a seamless experienceWelland Ambulatory & Urgent Care Site. • anticipate the need for growth in inpatient bedsCommunity leaders, residents, patients, healthcare – projecting 100 new beds in 2023 (located inworkers, physicians and municipal partners were Niagara Falls and St. Catharines) and an additionalengaged in the planning so far, and we will continue 140 new inpatient beds in 2033 (majority locatedto seek input as we move forward. In January, the LHIN in Niagara Falls)endorsed the first submission – Stage 1A – which is afirst look at the programs and services that would be • seize the opportunity to take advantage of theoffered in Niagara Falls and Welland. latest medical and technological advances in“We are very appreciative of the LHIN’s endorsement healthcareof Stage 1A,” says Niagara Health President SuzanneJohnston. “While this is just the first of many • continue to retain and recruit the best physiciansmilestones required to move forward, it’s a significant and healthcare professionalsstep closer to achieving our vision of a healthierNiagara.” • enhance our infection prevention and controlIn addition to planning new buildings, Niagara Health practicesis also exploring new ways that healthcare servicescan be offered in the community such as in-home • make better use of our limited resources bycare, satellite clinics in shared spaces, and use of new reducing duplicationtechnology. Such partnerships would go a long way toensure every patient is receiving the care they need in • provide senior-friendly care in all aspects of thethe right place, at the right time. patient experienceNext steps are for the Ministry of Health and Long-Term Care to review and provide feedback on Stage 1A includes the proposal for Centres ofStages 1A & 1B, which describes anticipated space Excellence in stroke, eye care, seniors’ wellness,requirements for the programs and services outlined complex care and academic education to bein Stage 1A. located in Niagara Falls. The proposal also calls for urgent care, dialysis clinics, outpatient clinics for medical and surgical patients, diagnostic imaging, ultrasound and radiology, as well as a lab and other services in Welland. The programs and services plan will continue to be refined as we move through each stage of planning.18 Niagara Health Now Extraordinary Future

BUILDING A HEALTHIER NIAGARAIn February, a number of community partners andrepresentatives from our Community AdvisoryCommittee joined members of our NiagaraHealth team to exchange ideas and to providefeedback on the planning so far. They heard fromexperts in seniors’ care, the future of hospitaldesign and wayfinding (features that help peoplenavigate a building) which inspired all of theparticipants to think of new and innovative waysthat care can be delivered in our communities. Itwas an educational day that left everyone feelingexcited about what the next stages of projectplanning will involve. To receive project updates, please subscribe through our website www.niagarahealth.on.ca/future Questions and feedback can be emailed to [email protected]. Niagara Health Now 19

Power of pet therapyFour-legged friends bring comfort to patients and our teamsCarol Privat is grateful simple pet of a dog is truly remarkable. The Recreationfor the launch of Niagara Therapists on the units that St. John AmbulanceHealth’s first Pet Therapy currently visits have said that it is not only greatProgram. therapy for the patients, but for the staff as well.” Dr. Suzi Peters, Coordinator of the St John Ambulance Therapy Dog program in Niagara, adds: “We are honoured to be partnering with Niagara Health on this wonderful program. We hope the visits from the dogs brighten the moods of patients and their families. A visit from a therapy dog can also help bring a sense of normalcy to a patient. Being in a hospital for an extended period often means patients are away from their own family pets. Spending a few minutes with a loving dog may give them a much-needed boost.”Patient Carol Privat hangs out with Teddy. “I can’t wait to get to see them, to hold them and pet them. I just love them.”“I look forward to pet therapy day,” says Ms. Privat, a Carol Privatpatient in the Woolcott Wing at our Welland Site. “I Patientcan’t wait to get to see them, to hold them and petthem. I just love them.” Sokka is one of the four-legged friends providing comfortThe Welland resident says the therapy dogs have made and supports to our patients and staff.a big difference in her care.“When you pet them, it gives you that warm feeling,” Extraordinary Careshe says. “They’re happy to see you and I’m happy tosee them. It’s very relaxing.”The Pet Therapy Program, which was launched inpartnership with the Therapy Dog Program of St. JohnAmbulance, Niagara Region Branch, provides comfortand support to patients, their families and our teams.Therapy dogs and their volunteer handler teamsstarted bringing cheer to our patients at our WellandSite in mid-2016. The program has since expanded tothe Mental Health Program at our St. Catharines Site,where patients have dubbed the visits “Furry Friday.”Niagara Health plans to have our four-legged friendsvisit patients at other sites in the future.“The energy that radiates off the patients whenyou see them visiting with the pet therapy dogs isextraordinary,” says Natalee Little, a Co-ordinator ofVolunteer Resources at Niagara Health. “The peaceand sense of calm it brings to the patients with a20 Niagara Health Now

Supporting a Healthier NiagaraAs the new President and services they need to provide extraordinary healthcareCEO of OneFoundation, to the thousands of patients who rely on the sites ofI am dedicated to Niagara Health each year.supporting Niagara Health Thanks to the outstanding generosity of our donors,as we work together to Niagara healthcare has made incredible progress inbuild a healthier Niagara recent years. There is still much more work to be donefor all. and with the help of donors like you, we can help ensure that patients across Niagara are able to receiveAt OneFoundation, the staff, board members and the care they need, when they need it. With so muchvolunteers are passionate about supporting the to gain, I’m confident that, together, we can help buildadvancement of healthcare in Niagara. That passion, a healthier Niagara.paired with the philanthropic spirit and incredible At OneFoundation, we’ll be working hard to raise thegenerosity of the Niagara community, are the building bar to organizational excellence and are inviting theblocks for a healthier Niagara. Together, we are helping good people of Niagara to join us in making moreNiagara Health provide extraordinary caring, to every great things happen at Niagara Health. I’m thankfulperson, every time. for the warm welcome I’ve received so far and I look forward to meeting many more residents of thisEach Niagaran truly has the power to impact the well- wonderful community. Please call or visit me anytime.being of virtually every Niagara resident by ensuring I am always available to talk.Niagara Health is well-equipped with the tools and Roger D. Ali, MBA, CFRE President and CEO, OneFoundation for Niagara Health SystemTo stay informed of foundation initiatives and to learn how you can get involved, visit: www.OneFoundationforNHS.com or call the office at 905-323-3863 NNiiaaggaarraaHHeeaalltthhNNooww 21

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Community SponsorsDisclaimer: We thank all the advertisers whose support has made this publicationpossible. The appearance of the advertisements in this publication should not betaken as an endorsement by our hospitals of any particular goods or services and ourhospitals cannot be responsible for the goods and services which appear in thoseadvertisements.Family Hearing Clinic...................................................................................................................... 26Family Mental Health Support Network of Niagara.........................................outside backG. Peter Higenell, BSc., BEd., DPM............................................................................................... 26Heart to Home Meals...................................................................................................................... 22Henley Honda.................................................................................................................................... 24Niagara College................................................................................................................................. 22Niagara Prosthetics & Orthotics and Orthocare Niagara................................................... 23ONESource Moving Solutions for Seniors............................................................................... 25Silver Cross.......................................................................................................................................... 24Stella’s Regional Fireplace Specialists....................................................................................... 26Steve VanVelzen, Niagara Central Real Estate Ltd., Brokerage......................................... 26Subaru Niagara.................................................................................................................................. 24VitalAire................................................................................................................................................ 25 Niagara Health Now 27