The Northern Way - Fall 2018 by Northern Health

A magazine for NH staff and physicians Volume 5 · Issue 1 · Fall 2018

Virtual emergency health care support comes to the Robson Valley - see P.24

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IN THIS ISSUE 10 years of IMAGINE Community Grants.................................................6 Travel Nurse Program......................10 A young man's journey through primary care.....................................12 Northern Health gets accredited........................................14

the northern way of caring

NH | quality

We want to hear your stories! In each issue of The Northern Way, we'll be featuring stories about health care across the region - and we need your help!

We're looking for engaging stories written by - and about - Northern Health staff and physicians. We want to hear about the things that you and your colleagues do - and do well. Your stories will illustrate how we, along with our community partners, can improve the work we do. And we'll raise awareness and support for all of the work across Northern Health that occurs on a daily basis. If you'd like to contribute a story to your magazine or comment on a story in this issue, please contact us at hello@northernhealth.ca.

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#healthynorth

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contents Healthy People in Healthy Communities IMAGINE Community Grants celebrate 10th anniversary......................................................................................... 6 Walk with your Doc event promotes fitness................................................................................................................. 8 Coordinated and Accessible Services Travel Nurse Program working to improve rural health care.................................................................................. 10 Interprofessional Team – A young man’s journey through Primary Care ............................................................. 12 Quality Northern Health gets accredited.................................................................................................................................. 14 Patients share health stories: What matters to you?................................................................................................ 16 Our People How to promote a psychologically safe workplace .................................................................................................. 19 Return-to-Work support for employees off work due to illness or injury ............................................................ 21 Communications, Technology & Infrastructure Robson Valley Virtual Medicine Project ...................................................................................................................... 24 Northern Health revamps external websites to keep pace with mobile world................................................... 27 Living Our Values Dawson Creek health care staff saluted with staff BBQ ........................................................................................ 29 Quesnel’s Debbie Strang wins 2018 Health Care Hero award ................................................................................ 30

The Northern Way Volume 5 • Issue 1 • Fall 2018 Publisher · Steve Raper

To read online, visit http://bit.ly/TNWFall2018

Associate Publisher · Michael Erickson Editor/Contributor · Joanne MacDonald Additional Contributors: Bailee Denicola • Rosemary Dolman • Kendra Kiss • Jeff Kormos • Kailey Miller • Leanne O'Neill • Tamara Reichert • Joan Zimmer On the cover: Health practitioners at the Valemount Health Centre in the Robson Valley simulate delivering improved health care using videoconferencing technology that connects rural doctors with emergency physicians. Photo: UBC Digital Emergency Medicine Evaluation Team

Mission Statement — Our Purpose Through the efforts of our dedicated staff and physicians, in partnership with communities and organizations, we provide exceptional health services for Northerners.

Vision — 2016-2021 Northern Health leads the way in promoting health and providing health services for Northern and rural populations. 3

NH | living our values

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A message from Cathy Ulrich, President and CEO

his fall issue of The Northern Way provides us with an opportunity to reflect on the wildfires we experienced this summer in Northern BC. The 2018 wildfire season required Northerners in Telegraph Creek, Shovel Creek, Southside, and surrounding areas, including many Indigenous communities, to evacuate their homes. Seventeen patients and residents were moved to Vanderhoof, Prince George, and Fort St. James, and many other evacuees left their homes under evacuation orders, alerts, and smoky skies. Regardless of their journey, it is never easy to see people displaced from their homes and regular ways of life. Despite the trying circumstances related to the wildfire, I was once again inspired by the response of Northern Health’s staff and physicians. During this crisis, staff and physicians worked to ensure uninterrupted and high-quality services, living our values – empathy, respect, collaboration, and innovation – while doing so. I also want to recognize everyone who assisted with the critical analysis of our 2017 response, which was led by the hard-working, three-person Northern Health Emergency Management team. The ongoing wildfire response work, including your 2017 feedback, helped ensure this year’s patient and resident evacuees were safe and comfortable, and that staff and physicians were supported. Lastly, it is important to acknowledge the collaborative efforts of the municipal, provincial,

Cathy Ulrich

and federal stakeholders, First Nations Health Authority, and organizations serving the impacted Indigenous communities. The combined efforts of these groups was critical to supporting those impacted by the wildfires. Thank you to everyone – Northern Health staff and physicians, Northern Health Emergency Management, and stakeholders and community members – for the way in which you contributed to supporting all those affected by the 2018 wildfires.

We want to hear your stories! If you’d like to contribute a story to The Northern Way, suggest a story idea, or comment on a story in this issue, please contact us at hello@northernhealth.ca.

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Care aide Teresa Deslate (left), RN Tiwi Mukubvu (centre), and care aide Flordeliz (Flora) Barr (right), were re-deployed from Stuart Lake Hospital during the summer wildfires to care for fellow-evacuee Evelyn Wyse (seated) at Stuart Nechako Manor in Vanderhoof. Photo: Northern Health

Charlie the dog helped Stuart Nechako Manor feel like home for Fort St. James resident Douglas MacLachlan. Photo: Northern Health

Stan Northcott and wife Ruth, Fort St. James evacuees, celebrate Stanâ&#x20AC;&#x2122;s 100th birthday at a party organized and hosted by Stuart Nechako Manor staff. Photo: Northern Health

Clerk/receptionist Rebecca Hennessy, who worked in St. John Hospital while re-deployed from Stuart Lake Hospital, with patient evacuee and Fort St. James resident Joseph Russell. Photo: Northern Health

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IMAGINE Community Grants program celebrates 10 years of empowering Northern communities to promote healthy living By Jeff Kormos, Advisor, Healthy Settings, Population and Preventive Public Health, Jeff.Kormos@northernhealth.ca

IMAGINE... Investing upstream and for the long haul Multiple, strength-based, strategies Addressing the determinants of health Grassroots engagement Intersectoral collaboration Nurturing healthy public policy Evidence-based decision making

Students at Charlie Lake Elementary School show off their new snowshoes purchased by the schoolâ&#x20AC;&#x2122;s Parent Advisory Council to bolster the schoolâ&#x20AC;&#x2122;s physical activity programming, and also to share with other schools and community groups. Photo: Northern Health

ince 2008, IMAGINE Community Grants have empowered Northern communities to identify their unique health promotion priorities and find innovative solutions to local health challenges.The program is highly responsive to community needs and ensures that local initiatives are supported by best practice and evidence. IMAGINE grants exemplify Northern Health's strategic priority "Healthy People in Healthy Communities". IMAGINE projects are inspirational and encourage us to make the program better. In 2015, we undertook an extensive evaluation of the program

that supported improvements in securing annualized funding, screening and adjudicating, supporting unsuccessful applicants with feedback, framing in a health equity approach, and communications planning. This rigour provides applicants with greater predictability to the benefits of the program and the communities it serves. We currently offer two granting cycles each calendar year to accommodate timeliness of projects and seasonal variation in community initiatives. We commit to ongoing quality improvement in response to the needs of communities and stakeholders.

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Funding Population and Preventive Public Health administers IMAGINE with financial and other contributions from a variety of partners including Indigenous Health, Primary and Community Care, Cardiac and Cerebrovascular Services, and others. Our shared goal is to assist communities that are committed to staying healthy and improving the well-being of our Northern residents. The latest cycle of IMAGINE awarded $146,617 to 38 projects in 28 communities across the region. Population Health and Primary and Community Care were the program partners that provided funding support to the latest cycle of community grants. Through the generous contributions of our program partners, IMAGINE has invested over $2.5 million in Northern communities, resulting in 860 community-led projects across Northern Health’s vast region. Project awards are based on a variety of factors. Preference is given to projects that support partnerships and build relationships, identify a community need, promote healthy outcomes, reduce health inequities, build capacity, and to projects that can be sustained after the funding ends. IMAGINE grants provide up to $5,000 per project.

As a reminder, Northern Health staff often take on a variety of roles, especially in rural and remote communities, and are eligible to apply for IMAGINE grants.

Promotion Promoting IMAGINE is key to its spread and uptake across northern BC. IMAGINE success stories are shared publicly through social media, Healthier You magazine, internal and local media opportunities, audiovisual presentations, and formal and informal discussions among numerous stakeholders. A key feature of our communications plan is the Interactive Google Map. By developing an annual communications plan, IMAGINE can share the stories of successful grantees and showcase their many projects, while monitoring to ensure that the funding meets the objectives of the program. Improved tracking and evaluation processes allow us to share, with greater ease, IMAGINE’s impact on communities. A demonstrable metric of success of this program is its demand, and how we have been able to support numerous communities across the region with limited funds.

Eligibility IMAGINE grants provide project funding to a variety of stakeholders including community organizations, service agencies, First Nations, Indigenous organizations, schools, municipalities, regional districts and other partners with projects that support Northerners in their efforts to stay healthy. Aligning with the Healthy Families BC Policy Framework, IMAGINE aims to fund the following types of initiatives: • Health promotion • Chronic disease or injury prevention with a focus on healthy eating and food security • Physical activity/active living • Injury prevention • Tobacco-free communities • Positive mental health • Prevention of substance harms • Healthy early childhood development • Healthy aging and/or healthy school action.

Raised beds at Barlow Creek Elementary near Quesnel let students grow free fresh produce. In the summer, community volunteers maintain the gardens. Photo: Northern Health

NH | healthy people in healthy communities

Walk with your Doc: Community event promotes fitness, friends, and fun By Joan Zimmer, Community Paramedic, Tumbler Ridge, BC Emergency Health Services, Joan.Zimmer@bcehs.ca

Barb Schuerkamp, Northern Health Nurse Manager, (left), and Erin Wanvig, event director and volunteer, (right), celebrate after completing the 2018 Walk with your Doc event in Tumbler Ridge. Photo: Joan Zimmer

hen it comes to outdoor fitness, Tumbler Ridge can hold its own among other BC destinations renowned for their recreational opportunities. But on May 7, 2018, the community laid down a particular claim: on that day, Tumbler Ridge was the most Northern BC community to participate in the annual Walk with your Doc (https://walkwithyourdoc.ca/) event, when local physicians get out and about with fellow health care providers and members of the community to celebrate daily exercise.

As the Community Paramedic for Tumbler Ridge, I was happy to organize and participate in the 2018 event, a signature public health campaign event launched eight years ago by the Doctors of BC. (https://www.doctorsofbc.ca/) With a practising physician, three nurses, and various local health care workers participating, the walk went off with a resounding bang at the scenic Flatbed Loops, just outside downtown Tumbler Ridge. It was encouraging to be out among a group of people with the same goal in mind. Exercising has

NH | healthy people in healthy communities

always been a personal struggle for me, until I actually get out there to do it. Walk with Your Doc was an excellent opportunity for me to get my exercise, be out in the fresh air, and socialize with the community all at the same time. It was also a lot of fun and safe to do as a group – keeping in mind all the bears that are out at that time of year! Dr. Shola Solomon, the physician on hand at the event, says Walk with your Doc benefits everyone. “Exercise equals healthy body, mind, and soul. I enjoyed going outdoors in our natural environment with my community to show, by example, that I also need to destress, unclutter my mind and have fun,” says Solomon. “It's an awesome social activity and it’s fun getting to know people outside the office. Thank you to everyone who participated, and I look forward to doing these kinds of activities regularly.” Erin Wanvig, an event director and volunteer, enthusiastically supported the activity. “I think Walk with your Doc is a fun and communicative way for a doctor and patient to see one another outside of the office visit. It is certainly a great example to patients to know that a doctor isn’t all talk,” says Wanvig. “I think it honestly

humanizes the patient and doctor to one another on a necessary level. It can also show that we all struggle and we all triumph.”

Exercise equals healthy body, mind, and soul. I enjoyed going outdoors in our natural environment with my community to show by example that I also need to destress, unclutter my mind and have fun,"

– Dr. Shola Solomon, Tumbler Ridge physician.

Another participant says it was inspiring to see doctors come outside and lead by example. “It was very encouraging for me to see. I look forward to doing this again,” says Barb Schuerkamp, nurse manager. As event organizer, I’d like to personally thank every person who came out to show their support for Walk with your Doc. I was pleased to work with the volunteers and give out free pedometers to our participants. We hope to have many more events like this – see you next year!

Joan Zimmer is the first Community Paramedic in her area to work with a local health care team providing community outreach and health care awareness, conducting wellness clinics, and scheduling weekly visits to patients living with chronic disease. Joan works through the British Columbia Emergency Health Services (BCEHS) (http://www.bcehs.ca/). The Community Paramedicine program (https://bit.ly/2Dv9JKI) is a service rolled out by BCEHS, working with BC’s Ministry of Health, health authorities, the Ambulance Paramedics of BC, the First Nations Health Authority, and others. In 2016, the provincial rollout began to rural and remote communities to improve health care, lessen the gaps in health care services, reduce 911 calls, and recruit and retain paramedics in rural areas. Community Paramedics collaborate with local health care teams, pharmacists, and community groups.

NH | coordinated and accessible services

Travel Nurse Program equals work-life balance and improved rural health care – plus up to $5,000/year in incentives By Joanne MacDonald, Communications Consultant, Joanne.MacDonald@northernhealth.ca

Fort St. John Hospital will be one of the first two Northern Health sites to launch the Travel Nurse Program pilot project in November 2018. Photo: Northern Health

new approach to nursing – which aims to provide work-life balance for nurses and also address staffing gaps in rural medical facilities – is being introduced by Northern Health in fall 2018. The Travel Nurse Program (TNP), a component of Northern Health's long-term staffing relief strategy, will see the creation of a new float team of nurses. It’s intended to provide experienced nursing staff, who are based in Prince George, to help in facilities and community centres with multiple vacancies or staff shortages; places where limited staffing can result in long,

high-stress shifts, growing workloads, and hours of overtime. The Northern Way recently spoke to Krista Cunningham, RN, Program Lead, Travel Nurse Program, who explained some of the key benefits for nurses who might decide to opt into the program, which is expected to begin operating in November 2018. The TNP is a collaborative effort between Northern Health, the BC Ministry of Health, and the BC Nurses’ Union.

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Why is the TNP being introduced by Northern Health? “The demand for health care staff continues to increase faster than the current staffing model and, as such, creating a new pool of staff available to fill in the gaps will help provide quality patient care and support ideal staffing ratios. The program is also important to decrease the burden on existing staff and reduce the costs associated with overtime and agency nurse usage. “It’s a program that’s specific to Northern Health, and relatively new to BC to do it this way. Vancouver Coastal Health has one sort of similar program and there’s also a similar program in Alberta. We’re being funded by the BC Ministry of Health to do this as a pilot project, so we are hoping to be leaders in this new type of staffing model.”

Will the TNP just operate in rural or small-town facilities? “The nurses will be based out of Prince George and will travel to rural and remote communities. The program will start in six places. Hazelton and Fort St. John are the first two sites that will be starting in November. We will have six nurses working between Hazelton, and Fort St. John, and Prince George, working half of their time in Prince George and the other half in the rural and remote communities.”

Does working in a travel nursing pool offer incentives to nurses? “TNP nurses receive a $2,500 professional development credit, or $2,500 towards student loan repayment for every six months worked in the program. Part-time staff will receive a prorated professional-development credit based on their full-time equivalent (FTE). These financial incentives, to cover student loans or educational training, are allotted every six months – or $5,000 each year. We would follow a process of paying back loans or, in the case of professional development, the money will go toward travel fees, course fees, and such things as health care books that pertain to the nurse’s area of study.”

What types of opportunities and experience can a nurse expect to pick up working in a nursing pool? “The Travel Nurse Program will allow nurses to enhance their already existing clinical skills and gain additional skills in rural and remote nursing, community health, primary care, and many advanced practices. Training and educational support will be made available to support the nurses’ skills in the area they are working.”

What hours and/or shifts will nurses be expected to work in a travel nursing pool? “Each line will have a master rotation consisting of extended 12-hour work days. Shifts in the travel community will be condensed over two to four weeks, allowing for increased days off in the home community.”

How do nurses go about applying to the program? “For information, nurses can contact me (Krista.Cunningham@northernhealth.ca), our Recruitment department, or they can apply through Northern Health's Careers site.”

Once a nurse commits or applies to the TNP, will they have to stay in the pool for a specific length of time? “No, there’s no commitment requirement. It’s a normal position like any other Northern Health position. If someone owns the position and, for example, goes on mat leave, that position will be filled as a mat leave.”

Is there currently a roster of nurses scheduled to begin working in the pool? “Likely by November, we will have hired the first six nurses and be in the process of hiring another eight positions. When the program is up and running, our total numbers will be 16 nurses in part-time and full-time positions – a total of 13 fulltime equivalents.” For more information, contact: TravelNurseProgram@northernhealth.ca

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Working with an interprofessional team: A young man’s journey through primary care By Bailee Denicola, Communications Advisor, Integrated Primary and Community Care, Bailee.Denicola@northernhealth.ca

A Prince George interprofessional team of health care providers gather for a morning huddle. Photo: Bailee Denicola

uentin Joseph was admitted to the University Hospital of Northern BC (UHNBC) intensive care unit on October 21, 2017, with a serious infection, and had many highs and lows during his stay in hospital. Even though he is a young man, he suffered several complications such as a pelvic infection, pneumonia, kidneys not working well, and a hip replacement. At one point, he was transferred to Kelowna for a higher level of care to drain the

fluid that had built up in his chest, and then returned to Prince George. Yet despite his ups and downs, Quentin has come away with a positive attitude about his journey through the health care system. “Having [gone] to the hospital for a life-threatening illness, I have had a wonderful experience,” Quentin says. “Every person there was so extraordinary. I would not have made it without them.”

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Collaborative team work Quentin’s primary care provider, with the Aspen Clinic, referred him to an interprofessional team (IPT) in Prince George in November 2017. The IPT was involved with him during his lengthy hospital stay, but until they could know with more certainty what his capabilities would be, and approximately when he would be discharged, only limited planning could be completed. As Quentin recovered, he had many fears about how he would manage when he left the hospital. Discharge planning was a collaborative effort with the rehabilitation staff and the IPT, which included Quentin’s primary care provider. “Closer to my release from the hospital after eight months – seven months in a wheelchair, seven different surgeries – I [was looking forward to a] new start. It took some time to get some help from a social worker that could help me with life skills, outside of the hospital,” says Quentin. The IPT and UHNBC staff knew that Quentin’s discharge from hospital would be complicated due to the significant medical and social barriers that he faced. In June 2018, the position of a life skills worker was added to the IPT and a life skills worker was assigned to support Quentin. “[My] happiness and [sense] of accomplishment goes on, thanks to her,” says Quentin. “My life skills worker is very accomplished and does the job well.”

Life skills training The life skills worker needed to liaise with housing outreach programs to find Quentin a low-cost rental space to live in when he was discharged from hospital. Luckily, they were able to find a place for him within a week, and it lined up perfectly with his discharge date. Quentin was excited to have a place of his own and to live independently. “We went out to look for a rental unit. I knew where I would like to live. We have done some [life] skills [such] as obtaining a food bank resource, going to the ministry for supporting supplements, general management of daily life tasks. I have been recovering,” Quentin says. “I [take the] handyDART bus, and my life skills worker gets me to the doctor's office. We have [gone] grocery shopping,

and I experienced budgeting. Getting my new home, everything fell into place so easy. We took advantage of supporting organizations that paid for all my identification.”

Maintaining a healthy lifestyle Quentin still has many hurdles to overcome in his recovery, but he is now comfortable reaching out to people for help. He is learning to open up and is developing a social network.

Every person there was so extraordinary. I would not have made it without them." – Quentin

The collaboration between acute care and the community was a great benefit to continued care for Quentin, and a contributing factor to the success of his transfer from hospital back to the community. The life skills worker engaged with Quentin daily when he was first discharged and now meets with him three times a week. The number of visits will slowly decrease over the next few months. She is currently the point person on the team to get Quentin the assistance he needs. Quentin will also maintain a connection with the IPT so that he can receive the care he needs from different team members in the coming months. “I love my job,” the life skills worker says. “And I love that the community came together to support the client.” As for Quentin, he reiterates that his health care experience was, and continues to be, beneficial. “I feel so blessed with everything and everyone that has been there [for me]. I have met a lot of nice people who are in my life,” says Quentin. “Every resource [I found] for obtaining a good lifestyle was exceptional. Knowing how to connect with, and what services [I needed] to help me, was a blessing. I thank you all.”

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Northern Health obtains accredited status from Accreditation Canada By Tamara Reichert, Communications Advisor, IDC, NH Innovation and Development, Tamara.Reichert@northernhealth.ca

Staff from the Chetwynd Hospital pose at a 1920sâ&#x20AC;&#x2122; themed celebration where they celebrated the accreditation survey, and other events. Standing in back row: (l-r) Geraldine Mbah-Lab Tech, Iris Demontigny-former APL, Juliet Oakley-RN, Peter Martin-HSA, Reymond De Ocampo-Housekeeping, Darlene Danco-LPN, Lorilee SweeneyCPL, Hilary Gosnell-Lab Tech, Heather Lirette-LPN, Laura Dion-LPN, and Jennifer Peterat-PCN. On sofa: (l-r) Janice Skelton-RN, Dagny Ferron-Administrative Assistant, Megan Gerstel-X-ray Tech. On floor: Verina DehaasHousekeeping, Mike Podolecki-Maintenance. Photo: Dagny Ferron.

reparations for the 2018 Accreditation Canada (https://accreditation.ca/) survey took a tremendous amount of work from many Northern Health employees from all levels of the organization. They all contributed their time, knowledge, and leadership to make sure the organization met as many criteria for the different standards as possible on our way to

achieving accreditation status. Multiple employees from across the region shared their experiences preparing for the survey, the actual survey, and lessons learned. Deanna Hembroff, Regional Manager for Infection Prevention and Control, had a regional responsibility when it came to accreditation. Hembroff and her team not only updated

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numerous policies, but ensured self-assessments were completed for sites in Northern Health. “We discussed it at various meetings, completed mock tracers, shared information on OurNH (https://bit.ly/2NIexSJ), and had infection prevention staff available for staff visits,” says Hembroff. “Infection prevention has continued to work on accreditation standards throughout the four-year cycle, then focused on ROPs (required organizational practices) and standards that were graded red and yellow1 through self-assessment.” Those preparations helped them to feel ready for the actual survey. Overall, Hembroff described the experience as positive. “We met with various surveyors and it was a pleasure to work with them. We were very excited to be fully compliant in both infection prevention and the medical device reprocessing department,” says Hembroff. Briana Emery, Team Lead for the Mills Memorial Hospital Regional Psychiatric Unit in Terrace, says it was her role “to ensure all ROPs were met, and that staff were aware of what the ROPs were and how to meet them.” In preparation for the survey, Emery and her team had staff meetings, conducted mock tracers, and discussed potential scenarios. “The staff stated they were nervous for the actual survey; however, the mock tracers perfectly prepared them for the experience,” says Emery, adding that it is important staff understand the concepts and purpose of the survey, making the preparation worthwhile. In Chetwynd, Clinical Practice Lead Lorilee Sweeney prepared the Chetwynd General Hospital staff for their accreditation site survey. She conducted mock tracers at her site in advance of the survey. “A year before the survey, I had never heard of an ROP but, by the time the survey rolled around, I was intimately familiar with all of them,” says Sweeney. “We started a year out, looking at the ROPs with self-audits. These were a real wakeup call for me and the staff; we had a lot of work to do and many of these audits were conducted repeatedly until we met all the standards.” Sweeney says that “the week before the survey, I prepared reports and documents, and generally

tried to anticipate what might be asked for and have everything in the boardroom laid out for the surveyors. I had prepared an accreditation binder with all the self-audits that were compiled. The binder contained all the work I had done to prepare.” For Sweeney, her lessons learned were to familiarize herself and staff with ROPs and selfaudits well in advance of the survey. Her advice to others is to “keep the ROP poster in plain sight and continuously check yourself and your facility against those standards.” Without the hard word and dedication of Northern Health staff and physicians, we would not have been able to achieve accreditation status. Thank you to each and every person who attended staff meetings, participated in mock tracers, developed policies and training, and made contributions that ensured we were able to achieve this success. We are already looking ahead to our next survey. Yellow means that the number of strongly agree and agree responses is greater than 50% and less than 75%. Red means that the number of strongly agree and agree responses is equal to or less than 50%. 1

Survey results During the June 3-8, 2018, Qmentum accreditation survey (offered through Accreditation Canada), 22 locations across Northern Health were assessed by the surveyor team. The surveyors deemed that Northern Health has met the requirements of the Qmentum accreditation program, confirming our commitment to providing safe, highquality health services. Northern Health received high marks for multiple service excellence standards and system-wide standards. Preparations are already underway for the 2020 Community Services survey as we work towards service standards throughout Northern Health. The full 2018 accreditation report with detailed survey results can be found on OurNH.

NH | quality

Keeping the conversation going: Patients contribute to quality improvements by sharing health care stories and experiences By Tamara Reichert, Communications Advisor, IDC, NH Innovation and Development, Tamara.Reichert@northernhealth.ca

Patient partners Edwina Nearwood, (left) and Viva Swanson (right) pose with Northern Health’s mascot, Spirit the Caribou. Photo: Viva Swanson

n 2017, Edwina Nearwood, a patient partner with the Patient Voices Network (PVN) (https://patientvoicesbc.ca), was looking for a way for patients to become involved and have a voice in their care. After hearing about What Matters to You? (https://bit.ly/2N7IpCX) through the BC Patient Safety Quality Council (BCPSQC), Nearwood knew it was a great opportunity for patients and care providers in Fort St. John to use their voices and provide valuable feedback on what matters to them. BCPSQC describes What Matters to You? like this: “When a health care provider starts a conversation by asking what really matters to the person they are caring for, it

helps them to build trust, develop empathy, and understand their patients. Ultimately, it improves the quality of care they provide.” Nearwood started working with PVN in 2016 as a way to get involved as a patient and use her voice. Using her own 30-plus years of experience as a patient, she brings a wealth of knowledge and experience to fellow patients and care providers. She is a member of multiple committees and steering groups at Northern Health, including Physician Quality Improvement and Person- and Family-Centred Care. With the support and guidance of PVN Engagement Leader Anthony Gagne and Northern

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Viva Swanson and Edwina Nearwood display promotional products from the What Matters to You? campaign. Photo: Viva Swanson

Health Quality Improvement leads, Nearwood arranged a What Matters to You? one-day event at the Fort St. John Hospital on June 6, 2017. “The event details were shared on social media and drew the attention of community members,” says Nearwood. “People came specifically to the hospital to share their stories, wanting Northern Health to learn from their experiences and update practice.” The City of Fort St. John proclaimed June 6, 2017, as What Matters to You? Day, bringing even more excitement to the event. The organizers were pleased with the attendance and received great responses from patients and care providers willing to share their experiences and engage in conversation. During one-on-one conversations with patients and care providers, they captured what was important to them, and any concerns they had. The local Fort St. John health care leadership team was extremely receptive to the responses received and, as a result, they created an action plan with different quality improvement initiatives. Continuing the success from 2017, Nearwood and other patient partners, including Viva Swanson, hosted a What Matters to You? event on June 6, 2018. Once again, they received a positive response from patients and care providers who were treated to a cake in the vestibule area of the Fort St. John Hospital.

“Patients, residents, family, visitors, staff, and physicians were quite curious and interested in hearing the story behind all of the swag we were sharing,” says Swanson. “The branding of the campaign inspired people to ask what was going on and the ‘why’ behind it.” Building on the success from the Fort St. John events, Nearwood was asked to help organize an event at a facility in Dawson Creek on August 7, 2018. “Over 60 people attended the event, where they were able to bring their needs forward,” says Nearwood. The organizers compiled the comments and concerns from patients and care providers to share with leadership in Dawson Creek. They hope to see the same type of action plans that were created in Fort St. John. Patient partners are tremendously important in improving the way we deliver care. Events such as What Matters to You? improve communication between health care providers and patients. Nearwood continues to be a champion of, as she describes, “patient involvement and having more patients in the room.” While she has already had great success, she knows there is still room to grow, and her future goals are to collaborate with physicians and other health care providers to grow the What Matters to You? conversations to where they become second nature.

WHAT MATTERS TO YOU? Ask What Matters. Listen to What Matters. Do What Matters.

“What Matters to You?” is a simple question aimed at improving communication, fostering shared decisions and ensuring that care is aligned with what matters to patients and their families.

BC PATIENT SAFETY & QUALITY COUNCIL

Working Together. Accelerating Improvement.

Patient Voices Network

#WhatMattersToYou WhatMattersToYouBC.ca

NH | our people

Promoting a psychologically safe and healthy work environment By Leanne O’Neill, Team Lead, Quesnel Mental Health and Substance Use Programs, Leanne.ONeill@northernhealth.ca, and Joanne MacDonald, Communications Consultant, Joanne.MacDonald@northernhealth.ca

Members of the Quesnel MHSU team: bottom row (l-r) Damen DeLeenheer, Donell Dickson, Bruce Young; middle row (l-r) Leanne O’Neill, Jolene Pagurut, Beverly Anderson, Dr. Lodge; back row (l-r) Darlene Robertson and Jennifer Robertson. Photo: Barbara Van Ryn

y name is Leanne and I’m currently the team lead for Quesnel Mental Health and Substance Use Programs (MHSU). I’ve been transitioning into the role of MHSU team leader over the past six months. Prior to this position, I completed two interim roles: project lead and inpatient services manager. Official leadership began when I was the QUESST (inpatient psychiatry) Team Lead for three-plus years. My team has included registered nurses, social workers, special program officers, community living support workers, care aides, program assistants, primary care assistants, and more.

Our team currently provides support to people in the community with mental health and/or substance use concerns. Services include opioid agonist treatment, cognitive and dialectical behavioural therapy, psychiatry, mobile support to Indigenous communities, collaborative care and support with community partners, and much more. I’ve been blessed in my career to have been led by leaders who supported me to safely learn, grow and be vulnerable. This style of leadership has given me the passion to lead and work in an environment where the team can focus its strengths, where we can all be ourselves, and

NH | our people

where we allow vulnerability, so we can learn and grow as individuals. The specific working environment that I’m describing is psychologically safe and healthy. It’s one where team members are accepted and respected, where team members are enabled and encouraged to give voice to their ideas without fearing reprisal, and where the team feels safe in interpersonal risk-taking.

Leanne O’Neill has shown me that a leader can be compassionate, vulnerable and effective while still being an efficient manager. She is emotionally self-aware, and this shows in her ability to work in such a stressful environment. She focuses on her staff’s strengths and creates an atmosphere of safety. This flows outward. When staff feel valued and respected, they have increased capacity to care for those in need.” –M aggie Forbes Therrien RN, BScN, Westside Mental Health and Addictions

Admit mistakes à share ideas We work with people for people; there is nothing black and white about that. To solve complex problems, we need to be able to take some risks and feel safe about making mistakes. When one thinks of a challenge such as tying one’s shoes, imagine the countless attempts that the learner needs to experience before being successful. If one now considers a more complex problem, there is no doubt that mistakes are experienced along the way. The important aspect of making mistakes and even experiencing failure is being able to recognize it, talk about it, feel supported and safe throughout the journey, and to keep trying. Fear of admitting mistakes and fear of openly sharing ideas will result in a team that blames others, will be less likely to share different views, and will eventually shut down. This is

where the team starts losing productivity and performance suffers. This is also when the work environment is in psychological danger. The capacity to be vulnerable in front of not only peers, but leaders, is an important and crucial aspect to continually grow as an individual. The role of the leader in shaping, creating, and modeling a psychologically safe and healthy environment requires engagement from everyone involved, including the leader her/himself. Be vulnerable as a leader, ask for feedback and be willing to learn from your team.

Safe environment à productive workplace A leader can foster growth in those who are ready and keep building from there. To measure attitudes/opinions, consider using a Likert scale survey (https://bit.ly/2NIIbY2) to gauge team or individual levels of psychological safety and health. Encourage a trait that is often missed or sometimes overlooked: kindness. Being kind to others goes a long way. Kindness aligns with Northern Health’s values of being empathetic and respectful, as well as offering an environment where collaboration and innovation is openly encouraged and expected. A psychologically safe and healthy environment is one that is blame free. It is one that allows team members to be curious, to respect people’s experiences, to use conflict as an opportunity to work through a problem or to reach a goal, and to celebrate each person’s strengths and the success of the team. Use the diversity of your people to create a strong, well-rounded team. There are many advantages to having a psychologically safe and healthy environment. As a leader, I have experienced the following: increased employee engagement, reduced sick time, staff retention, creative and collaborative solutions, improved program outcomes, increased program development, willingness to embrace change, trust in leadership, and a more enjoyable work environment. Our work must have purpose and meaning – and we must experience joy in what we do each and every day.

NH | our people

Disability Management: Holistic support during recovery and return to work after an illness or injury By Kailey Miller, Regional Manager, Disability Management, Workplace Health & Safety, Kailey.Miller@northernhealth.ca

Northern Health's Disability Management Team: back row, (l-r) Andrea Fowler, Joanna Loog, Kailey Miller, Stacey Sheen, Colleen Jacobs, Chantell Grattan; seated, (l-r) Charlene Flood, Colleen Bush. Photo: Charlene Trenholm

he goal of our Disability Management (DM) program(s) at Northern Health is to assist the organization in fostering a healthy, supportive work environment that strives to provide early and timely support and services to our employees. We aim to proactively support our employees when they are absent from work or struggling at work because of an occupational or non-occupational illness or injury. The support offered is customized to meet individual needs with a focus on the employee’s quick and safe recovery. To illustrate, we’re sharing the return-to-work experience of two people: Debra Woods, Manager, Medical Treatment & Recovery Discharge, Nursing Administration, who returned to work April 13, 2018, after a medical leave; and

Stacey Sheen, Duty to Accommodate/Disability Management Advisor, Workplace Health & Safety, who assisted Debra with her return to work.

How would you describe the service you received from NH’s Disability Management team? Debra Woods: “I received exceptional service from Disability Management (DM), right from the beginning when I emailed them. When I was assigned to Stacey as my DM advisor, I felt connected to Northern Health during my leave – that Northern Health cared. Thank you for that. Stacey’s professionalism and compassion was very apparent. She contacted me shortly after my surgery, and she became the communicator

NH | our people

between myself and my manager – this was so very helpful. And she set up a follow-up check-in time with me once we knew more about the state of my recovery. We came up with an effective return-to-work strategy that my manager readily agreed to. Stacey also followed up the week of my return to work to see how things were going. They are going great.”

How did you help Debra Woods with her return to work?

Debra Woods: “I’d have to say being assigned to a DM advisor who was my one point of contact throughout my journey and worked with me.”

As a DM advisor, what do you think are some of the more valuable services that Northern Health offers to disabled employees?

Stacey Sheen: “During the initial phone call with Deb, I provided a general overview of Disability Management, discussing such things as return-towork planning, checking that she had enough sick time to cover her medical leave, confirming her treatment plan, confirming the next visit with her treating practitioner, and determining if there were any additional supports that could be offered.

Stacey Sheen: “The employee’s medical condition will dictate what type of support Disability Management can offer, as DM does not have a ‘one-size-fits-all model’ – it’s case dependent. Here are some valuable services:

“We were able to start Deb on an early return-towork plan, four weeks post-surgery. Prior to the plan starting, I connected with Deb’s manager to discuss details: start/end date of the plan, modified hours, and Deb’s temporary limitations. We collaborated to develop a supportive plan that worked for all stakeholders. Thereafter, I sent a copy of it to Deb, the manager, staffing, payroll, and benefits. Once Deb returned to work, I checked with her to ensure she was doing well, which she was. When she returned to full hours/duties, I also checked with her to ensure she was still doing well and there were no setbacks in her recovery.”

• Extended benefits (Pacific Blue Cross);

EFAP

As an employee, what support did you find valuable?

Early Intervention Support Services

• Early Rehabilitation; • Employee and Family Assistance Program (EFAP); • Sick time. This is not a service; however, employees need to realize how valuable it is to maintain their sick bank so it is there when they need it.”

What's the one thing you want the organization to know about Disability Management? Stacey Sheen: “Disability Management supports all Northern Health employees – casual, parttime, and full-time staff members – who are

Temporary Workplace Accommodation

Duty to Accommodate

NH | our people

Disability management principles: • Living our values and prioritizing our people • Care for the employee • Maintaining connection of workers with the workplace • Proactive, early intervention is key to a positive recovery and return-to-work journey • Share belief that each employee, regardless of disability, has abilities that are valuable to the organization — By Kailey Miller

Debra Woods, Manager, Medical Treatment & Recovery Discharge, Nursing Administration. Photo: Debra Woods

struggling at work or who are off work due to an occupational or non-occupational injury or illness. DM advisors can help address recovery and return-to-work barriers, as well as identify accommodation options such as modification to the employee’s job duties or work schedule during treatment/recovery from an illness/injury based on medical recommendations.” Debra Woods: “Disability Management eases the stress for the employee and greatly facilitates a sense of well-being in our employees. Being connected with DM helps us feel that Northern Health cares, is concerned about our welfare and well-being, and wants what is best for us. I felt that DM was my advocate." For more information or to connect with Disability Management, call 1-844-649-7500 or email disabilitymanagement@northernhealth.ca

Disability Management provides support to both unionized and non-unionized employees who are off work or struggling at work due to a medical condition. For unionized employees, Disability Management works with them through the Enhanced Disability Management Program (EDMP): • EDMP is a collectively bargained program for all unions • EDMP is a collaboration between the employer and union to provide the employee support while they are off work or struggling at work • Program requires mandatory enrollment and participation for eligible employees

In addition, Disability Management offers support in the following ways: • Early Absence Support • Return-to-work or stay-at-work programs (gradual, modified, transitional, trial) • Early Rehabilitation Services • Medical Accommodations for permanent disability • Long Term Disability — By Kailey Miller

NH | communications, technology & infrastructure

Robson Valley communities opt for virtual health care to improve rural emergency services By Joanne MacDonald, Communications Consultant, Joanne.MacDonald@northernhealth.ca

Health care providers in Robson Valley launched a pilot project in November 2016 to evaluate the benefits of using telehealth to improve Northern Health's rural emergency services. Here they are testing the system. Back row, (l-r) Dr. Stefan Du Toit, family practitioner, Dr. Jatinder Baidwan, Northern Health locum (on the monitor), and Kimberly Duncan, RN; front row (l-r) Raymond Tabeshi, medical student, Brendan Lilgert nurse practitioner student, and Sussana Gasser, RN. Photo: UBC Digital Emergency Medicine Evaluation Team

elemedicine technologies such as real-time videoconference consultations are enabling rural health practitioners to deliver improved emergency health care in the Robson Valley.

• Nurses-patients at clinics/emergency rooms in Valemount and McBride use video links to connect with local, on-call family physicians at home

Dr. Ray Markham, a general practitioner based in Valemount, and Chief of Staff for Robson Valley, is one of the physicians spearheading the Robson Valley Virtual Medicine project. He says the “virtual care approach” works like this:

• General practitioners connect virtually with patients at their homes.

• Rural family physicians in Robson Valley community clinics/emergency rooms use videoconferencing or secure text messaging to link with emergency physicians in Prince George

“Virtual support of clinicians providing emergency care in the Robson Valley has resulted in a number of patients not having to travel for their care,” says Markham. “And it’s improved the confidence and comfort of nurses and physicians in low-volume settings. You realize you’re not alone – someone else has their eyes on the patient and can be supportive.”

NH | communications, technology & infrastructure

Pilot project launched Valemount and McBride are served by a total of five physicians, but on weekends or after hours, only one nurse and one physician provide emergency services to clinics in both areas. That means some patients may have to travel 90 kilometres between McBride and Valemount to actually see the on-call physician. In addition, some patients may have to be transferred to Prince George for care, over 200 kilometres away. Depending on the season, that means ambulance crews can run into inclement winter road conditions like snow and ice, or wildlife on highways. Remote locations also mean that ambulance crews are often out of cell phone range. Markham credits Dr. John Pawlovich as the person who initially saw the need for virtual emergency health care support in Northern rural areas. As the video lead for the Rural Coordination Centre of BC, Pawlovich has been providing telehealth support to First Nations communities for several years, working with the Carrier Sekani Family Services (CSFS) group across Northern BC. Following Pawlovich’s lead, the Robson Valley Virtual Medicine initiative began as a pilot project in November 2016, led by Northern Health and the Northern Interior Rural Division of Family Practice (NIRD). Over the ensuing 18 months, the telehealth approach was used and evaluated in 26 consultations. An evaluation report of the pilot, conducted by the UBC Digital Emergency Medicine Evaluation Team, was released in April 2018. Its findings showed that virtual care improves rural patient care and safety, reduces patient transfer costs, and builds relationships between rural and emergency physicians. Another benefit? It reduces stress for rural physicians, especially in acute situations.

system, is also based in Valemount, Dr. Stefan Du Toit, who co-led the initial testing and use of the Robson Valley virtual medicine system, is based in Valemount and handles emergency calls from McBride. He says with rural doctors consulting with emergency physicians using hand-held cameras or videoconferencing stations, the physicians acquire information directly, then decide if a patient needs to be sutured, for example, or undergo a more complex procedure. Du Toit says during the pilot, for instance, Robson Valley physicians had to do three electrical cardioversions in one week. In that procedure, atrial fibrillation is corrected with an electrical impulse to the heart which resets the heart’s rhythm. Thanks to support from Prince George emergency physicians, the procedures were done locally with no complications, and patients did not have to be transferred to Prince George.

Collaboration has been key to the implementation and success of the pilot project. In addition to co-leads Northern Health and the Northern Interior Rural Division of Family Practice (NIRD), other collaborators involved with the Robson Valley Virtual Medicine project are local physicians, several specialists, and the following organizations: • BC Emergency Medicine Network • Telus (assisting with telecommunications needs) • Northern Partners in Care

Patients support the telemedicine approach, as well.

• Rural Education Action Plan

“The more hands involved, the better,” says a patient interviewed for the evaluation report. “The experts were right there on hand. It gives great assurance for the patient that they were in good care with two doctors on hand and two doctors on video.”

• Rural Coordination Centre of BC

Building rural capacity

• Project Manager Georgia Betkus

Dr. Stefan Du Toit, who co-led the initial testing and use of the Robson Valley Virtual Medicine

• BC SUPPORT (Support for People and Patient-Oriented Research and Trials) Unit • UBC Digital Emergency Medicine Evaluation Team • St. Paul’s Hospital Redesign – By Joanne MacDonald

NH | communications, technology & infrastructure

“We usually get trained as students to deal with these types of cases, but very few of us have to deal with them commonly as physicians,” says Du Toit. “And when you have someone who can guide you through the case, it helps with education and teaching.”

being added on to it. For example, a link can be sent to a patient to access videoconferencing by phone, laptop, iPhone or Android device, which enables clinicians to do virtual home visits not only with local patients, but also those in outlying areas,” says Markham.

Adds Du Toit: “Where virtual care helps me significantly is when we’re on call on the weekend – just a doctor and a nurse. We have to keep our hands on the patient. So, if you have a video call linked, you can keep your hands on the patient, and have a conversation in the room. It’s that extra support that you need sometimes. Patients and physicians benefit.”

He adds that communities including Vanderhoof, Fraser Lake, Mackenzie, Burns Lake, and Quesnel have all expressed interest in the virtual medicine project, noting that CSFS communities such as Takla Landing and Tachet have been leading remote telehealth work for years. Du Toit is the co-lead, through NIRD, to get videoconferencing up and running across the North.

Embedding virtual support With the pilot project completed, there is still work to do to ensure the virtual medicine project continues to thrive. Among some of the recommendations made by the evaluation team: • Roll out stable, easy-to-use technologies slowly, provide training, and ensure IT support • Involve all members of a team-based care model in the virtual care process, including regional and provincial partners such as BC Ambulance Service • Address physician compensation, workload, and time factors to encourage virtual care buy-in • Conduct a cost analysis to verify the cost savings resulting from virtual care Markham says the new system has already resulted in improved communication, learning, and understanding between rural and emergency physicians and specialists. Virtual care has also led to improved collaboration between rural family physicians and nurses in Robson Valley communities.

Telemedicine in the North The pilot project’s success has also resulted in NIRD receiving further funding from the General Practice Services Committee (GPSC) to advance the virtual care work. The GPSC is a partnership of the Government of BC and Doctors of BC. “It’s evolving all the time and other pieces are

“It’s really centred around providing better care for our patients, and support for clinicians,” says Markham. “It’s providing appropriate care with confidence.”

A new phone app is currently being developed in Vancouver, for rural physicians who may need assistance from specialists during emergency situations. Dr. Ray Markham says the “Critical Outreach and Diagnostic Intervention” app is the brainchild of a group of critical care doctors across BC. And while the app is not yet available, it’s currently being tested by physicians in rural areas. The app would give a rural doctor immediate access to a specialist who would be on call specifically for rural video consultations. A report and an audio recording of the consultation would be readily available to the rural physician after the call is completed. Dr. Stefan Du Toit says the app will work on iPhones but is not yet available for Android devices. “Rural doctors want something to carry around on their device. That’s why it’s been developed into a phone app,” says Du Toit. – By Joanne MacDonald

NH | communications, technology & infrastructure

Northern Health revamps external websites to keep pace with rapidly growing mobile world By Rosemary Dolman, Regional Manager, Web Services, Rosemary.Dolman@northernhealth.ca

You may have noticed recently that a few of our public-facing websites have a different look. Over the past couple of years, we’ve been working on a project to move all our external websites over to a new platform named Drupal. We began the project in 2016, with a pilot project, developing indigenoushealthnh.ca on the new platform.

The pilot project was a success and we moved ahead with the work of bringing all our existing websites over to the new platform. This past summer, we launched the first two sites, northernhealth.ca and careers.northernhealth.ca.

them came from a mobile phone and only 17,769 people used a desktop computer to access the site.

The entire project began several years ago when it became obvious that we needed to make some big changes to our public-facing websites. They weren’t keeping up to the rapidly growing mobile world and our websites didn’t work well on tablets or mobile phones. We now have more visitors accessing northernhealth.ca on a mobile phone than we do on a desktop computer. For example, in August of this year, 92,407 people visited northernhealth.ca. Of those visits, 67,165 of

All of our new websites are responsive. This means that on whatever device you’re viewing a website, the content will flow and adapt to fit the screen. On a desktop computer, the display may have three columns across the page, and on a mobile phone the display will flow into one column. Another big reason for making changes to our sites was that much of the content was out-of-date, hard to navigate, and not focused on what our visitors (patients/clients) need. Some content, especially on northernhealth.ca, had been on the website for over five years with no changes to keep it current. We also needed to create an easier way for visitors to find the information they require.

NH | communications, technology & infrastructure

A website is accessible when its content is available to everyone, regardless of any visual, auditory, cognitive or motor impairment. BC is expected to introduce legislation on accessibility in 2024. We want to be proactive and already provide accessible websites when the legislation comes into force. Some of the changes that make the websites more accessible include: • Larger font sizes. • Colour combinations that work for colourblind visitors or visitors with aging eyesight; • C oding in the backend that lets blind or visually impaired users listen to the page using a screen reader; We’ve worked to simplify the menus and place the information so that it's easy and intuitive to find. All our facilities are available from the Locations tab on the main navigation menu and, over the next year, we'll be adding more information to each location.

• Making sure someone can navigate the site with just a keyboard. We are also working to ensure the content on our sites has been written in plain language, which makes it easy to read and understand.

Our Northern Health Communications team has also been working with the Patient Voices Network in the areas of Mental Health and Substance Use, Home and Community Care, Regional Chronic Diseases, and Primary Care to involve patients to find out what information they would like to see on our website and how they can find it easily. We’ll be working to make sure the information is presented in the best way possible.

Over the next several months, we’ll be launching the remaining re-designed Northern Health websites. If you have any questions or feedback about the new sites, please don’t hesitate to contact me or Darren Smit, our Web Specialist:

Our old websites were not accessible to visitors with disabilities, especially our aging population.

Darren Smit, Web Specialist, darren.smit@northernhealth.ca, 250-565-5582

Rosemary Dolman, Regional Manager, Web Services, rosemary.dolman@northernhealth.ca 250-645-6386

NH | living our values

Dawson Creek health care providers recognized with staff appreciation barbecue By Kendra Kiss, South Peace Health Services Administrator, Kendra.Kiss@northernhealth.ca

Staff and physicians from Northern Health's facilities in Dawson Creek enjoy a summer BBQ in June 2018. The event was put on by the local Northern Health leadership team in appreciation of the continuous efforts by staff and physicians to deliver quality health care to the community. Photo: Kendra Kiss

he staff in Dawson Creek are the reason I stay in the job that I have as South Peace Health Services Administrator. Every year in the northeast, we are tasked with planning staff appreciation events that mean something to everyone. This year in Dawson Creek, we decided to have a BBQ. On June 21, 2018, we invited all staff and physicians from the community to come to the Dawson Creek and District Hospital picnic area and enjoy a freshly made burger from our local Brown’s Socialhouse. The owner/operator Darcy Dober was more than happy to join us as leaders to provide the staff with fresh, hot burgers. “I just want to acknowledge the staff and tell them how great they are. Not only do they serve our community, many of these people are valued, repeat customers and I want to give back to them,” says Dober. We had over 120 staff and physicians from all three Northern Health facilities in Dawson Creek attend the BBQ. We arranged for people to come

to the hospital from across town at Rotary Manor, our long-term care facility, and staff from the Dawson Creek Health Unit walk over from their building on the hospital campus. Staff and physicians were so pleased to have a freshlymade burger, water and a Popsicle for lunch. The staff and physicians in Dawson Creek go above and beyond for their community. Currently, we are experiencing overcapacity issues, and every day our staff come into our buildings and work from the Northern Health values of empathy, respect, innovation and collaboration. Every day in Dawson Creek, we are living these values. Rarely a day goes by without some hiccup such as no beds, a short-staffing issue or an emergency that takes staff away from their day-to-day work. But every day, these people still come to work with fresh eyes and a positive attitude. As a leadership team, we felt it was time to give back to the staff. We let them know that we are watching, the community is watching, and their heroic efforts are being noticed.

NH | living our values

Quesnel’s Debbie Strang named 2018 Health Care Hero for Northern Health By Joanne MacDonald, Communications Consultant, Joanne.MacDonald@northernhealth.ca

Debbie Strang (left) is presented with the Health Care Hero Award for Northern Health by Betsy Gibbons (centre), HEABC Board Chair, and Michael McMillan (right), HEABC President and Chief Executive Officer. One of Strang's more significant achievements was serving for a period of time as Health Services Administrator for both the Robson Valley and Quesnel areas. Photo: BC Health Care Awards

Patient advocate, collaborator, exceptional role model – these are just some of the notable traits that Debbie Strang brings to her role as Health Services Administrator for Quesnel. And it is thanks to these traits, and her unwavering dedication to improving health care delivery, that Strang was named the 2018 Health Care Hero for Northern Health at the annual BC Health Care Awards (https://bit.ly/1mzzZFM) in June. Strang received her award at a gala luncheon in Vancouver and, in typical low-key fashion, says she was surprised to be recognized as a Health Care Hero. The awards are sponsored by the Health Employers Association of BC (HEABC). “I was surprised at first, then honoured. I don’t

consider what I do to be exceptional; rather I do my best every day to support my teams and my community, so to be recognized for this was deeply humbling,” says Strang. “This is a wonderful recognition for my many years with Northern Health and I will continue to support Northern Health, my teams, and my community in the same way going forward; whatever it takes to continue providing quality health care.”

Supportive leader Strang has worked in a variety of nursing positions and departments during her 25-year career at Northern Health, including medicalsurgical units, extended care, mental health, and

NH | living our values

administration. She is a qualified nurse preceptor, and a certified suicide prevention trainer. She has also served as an administrator responsible for inpatient and outpatient Mental Health and Addictions Services for Northern Health’s rural and community programs. Her compassionate leadership style has been key to her success as the Health Services Administrator for Robson Valley (2011 to 2014), and later Quesnel (September 2014 to present). In these roles, Debbie has spearheaded numerous initiatives aimed at delivering better health care to communities in BC’s central Interior. As Northern Health’s senior administrator in Quesnel, she currently oversees approximately 450 staff members, including casual staff.

Insightful communicator Strang’s colleagues and community partners, all of whom supported her award nomination, were unanimous in their praise of her clear commitment to her work. “What impresses me most about Deb is her willingness to do what is necessary to support staff and provide the services needed for patients, families and communities,” says Michael McMillan, President and CEO, HEABC, and former Chief Operating Officer, Northern Interior, for Northern Health. “Deb seeks to understand issues, people’s perspectives and motivations, and she is always respectful but firm.” Dr. Dietrich Furstenburg, Northern Interior Rural Medical Director, Northern Health, says he and Strang have co-led several endeavours in Quesnel, including a year-long physician recruitment drive. “She was an integral part of the team that helped with the physician recruitment and, without her, we wouldn’t have as many physicians as we do now,” says Furstenburg, who is also Chief of Staff at Quesnel’s GR Baker Memorial Hospital. “Patients are now served better in the community in which we live.” Quesnel Mayor Bob Simpson says Strang demonstrated “outstanding” leadership during the 2017 summer wildfire crisis. “Her personal engagement with evacuees, our emergency response committee, and the staff at GR Baker Memorial Hospital went well above and beyond her ‘job’ as the senior administrator,” says Simpson.

And April Hughes, Health Services Administrator, Lakes/Omineca, says Strang has been an exceptional role model and resource. “Her insightful manner and the clarity with which she communicates is striking. Mental health, in particular, is complex, and the clarity that Debbie brings to all complex situations reflects her style of ensuring a shared understanding and collaborative approach with complex and dynamic issues,” says Hughes. As for Strang, she’s thankful for the many people, including her family, who’ve supported her over her career. “I would like to thank the team members that I have had over the years, from my Mental Health and substance use teammates, to my teams in the rural Northern Interior, particularly Robson Valley and Quesnel,” she says. “I could not have been an effective leader without their patience and support as I developed in my leadership role!”

" Inspirational leader, supportive mentor, compassionate colleague, diligent administrator: Debbie Strang personifies all of these roles as Health Services Administrator for Quesnel. Her ability to methodically problem-solve and find resolutions to health care challenges are a testament to her dedicated work ethic. Her commitment to staff, physicians, and patients and their families is second to none. Debbie believes in the benefits of personand family-centred care and works to implement this approach daily, both individually and collectively with her staff. Debbie is wholly deserving of the 2018 Health Care Hero Award for Northern Health." - Penny Anguish, Chief Operating Officer, Northern Interior, Northern Health

take nature photos of northern BC?

share them to win! Photo by Elle Ambrosi

Email your northern BC photos along with your name and the location where the picture was taken to HealthPromotions@northernhealth.ca and you'll be entered to win NH swag. We'll use your photos to spread our love of northern BC through our popular weekly We Northern BC posts on Facebook (http://bit.ly/1SIjwMp).

Photo by laurel traue Every month, we'll select a winner through a random draw. The contest is only open to Northern Health staff members. Photos shouldn't include any faces, must be taken by Northern Health staff members, and must be taken within the Northern Health region.

Photo by carol ann lees

32 the northern way of caring

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