Connections
February 2013 Vol. 11 Issue 1
Leading the way in compassion and discovery.
Corporate Events
Providence Care awarded ‘ACCREDITATION WITH COMMENDATION’
Staff Forums
4 March, Monday 1:30 -2:30 p.m. Mental Health Services
5 March, Tuesday 1:30 - 2:30 p.m. St. Mary’s of the Lake Hospital 7 March, Thursday 2:15 - 3:00 p.m. Providence Manor
what’s inside QuadraMed consultants visit Our hospitals go wireless Scent-free zone High ratings - Providence Manor RFP released for new hospital Green initiatives: Composting “Young at Heart Club” Leadership development NCI Training PC Foundation bursaries Bell Let’s Talk Day - Feb. 12 Words of Appreciation
www.providencecare.ca ancing Quality of Lif e E nh for over 150 years
(Adapted from Providence Care News Release, January 21, 2013) – Providence Care has recently been awarded ‘Accreditation with Commendation’ by Accreditation Canada. This higher level of standing was reached through compliance with 99.0% of the 1,507 standards of excellence. From November 19 to 22, 2012 onsite surveyors conducted observations and evaluations of clinical and administrative processes, interviewing patients, clients and residents, staff, and speaking with community partners. In their evaluation, they reviewed the processes and infrastructure that are in place to support service delivery, and Providence Care’s performance in providing high quality care. Their final report detailed a number of organizational strengths including: an ethicsbased culture; a dedicated and competent board, leadership and staff; strong community partnerships; a large volunteer base; and a community reputation for good care.
“We are a quality-based organization and achieving this level of standing is an acknowledgment of our staff’s commitment to the highest standards of quality care,” said President and CEO, Dale Kenney. “We will use this report to continue to improve the quality and safety of the services we offer to our patients, clients and residents.” The survey team congratulated Providence Care staff for successfully meeting or exceeding quality performance targets.
“There is ample evidence that quality improvement initiatives are valued and efforts are directed toward improving care outcomes and quality of life for patients,” said surveyors in the report. The complete Providence Care Accreditation Report and Summary are available on our website at www.providencecare.ca. Accreditation Canada is a non-government organization that measures health organization services against national standards of excellence.
Providenc e Ca re Con n e c ti o n s
February 2013 Vol. 11 Issue 1
From the USA to Providence Care: building the electronic patient record together Back in January, Implementation Consultants for QuadraMed flew from the United States to spend three full days on site at Providence Care in consultation with our ePatient Record (ePR) Project team. The QuadraMed Computerized Patient Record (QCPR) will be replacing our current patient care system, MEDITECH. During their stay, QuadraMed staff and our ePR Project Team further developed the different modules of the electronic patient record. The consultants also demonstrated how the different modules of the system will be interlinked. Those three days of hard work contributed to moving forward the build of our new system. The electronic patient record will facilitate the information and data exchange between health professionals and improve care to our patients. - Véronique Scott Communications Officer, ePR Specialist
(Left to right): Naser Zakarna, QuadraMed Implementation Consultant; Debbie LaPlaca, QuadraMed Senior Implementation Consultant; and Danielle Crusor, QuadraMed Implementation Consultant
Our hospital sites go wireless Mental Health Services - Wireless LAN access for corporate devices
Our Information Services team has been working diligently to provide wireless access across Providence Care. St. Mary’s - wireless access for patients and guests St. Mary’s of the Lake Hospital now has free wireless access for patients and guests. The access has a username and password requirement, but it is readily available to people staying at or visiting the facility. Posters will be placed in public areas to assist patients and guests, and staff can freely provide the login information to those who need access to the Internet.
Mental Health Services is now set-up for Wireless LAN (WLAN) service to corporate devices only. For staff travelling between sites, your laptop should connect automatically to the WLAN network using your regular username and password. A guest network is expected to be introduced at Mental Health Services in early 2013. If corporate devices are not connecting to the WLAN network properly, please email or call the HelpDesk at 613-548-7222 ext. 2550 with the ITS number of the laptop device in question. - Patrick Baldwin Director, Information Services
Scent-free zone Reminder: Providence Care strives to maintain a scent-free environment. We thank you for refraining from using scented personal care products such as: scented perfume/cologne scented aftershave scented hairspray scented deodorant or powder scented shampoo or soap ...and for not bringing highly scented flowers. For most people, unwanted scents are an inconvenience, but for some, they can cause: dizziness and/or nausea headaches or migraines severe respiratory reactions requiring hospitalization
Please be sensitive to the sensitivity of others
Providenc e Ca re Con n e c ti o n s
February 2013 Vol. 11 Issue 1
Resident & Family Satisfaction at Providence Manor is Ontario’s highest Adapted from January 10, 2013 Providence Care News Release – Providence Manor recently
released its 2012 Resident Satisfaction and Family Satisfaction Survey results and is currently ranked as the Ontario High Performer in all areas surveyed for longterm care. In June, NRC+Picker conducted the 3rd party anonymous surveys to provide Providence Care with a snapshot of how residents and their families perceive their care, the living environment, the activities, food, dignity and staff. “Earning Ontario High Performer status in so many areas with both our residents and their families is a testament to our staff who work hard every day to provide quality care,” says Shelagh Nowlan, VicePresident, Long-Term Care of Providence Manor. She sincerely thanked family members and residents who provided feedback. “We will be using their feedback to ensure that we focus on enhancing the quality of life factors that make Providence
Manor the home of choice for so many residents in the Kingston area.”
“The staff here treat you like gold.” “The staff here treat you like gold,” said Lorene Lukashal, a Providence Manor resident. “The nurses and residents are like brothers and sisters. It’s really nice to be called by your name – it’s so respectful.” The survey results also indicated that 97.7% of residents interviewed said they are not forced to do things they don’t want to do and 100% answered that they receive treatment and medication when needed. Among the family members who answered the survey, 100% answered that the residents are treated with respect.
“Providence Manor was our first choice.” “Providence Manor was our first choice,” said Eleanor Grennell, whose husband
Herbert became a resident at the home in August 2012. “He is very well provided for and people are great at including him in activities and social events.” Eleanor also needed help adjusting to the changes in her own life and Providence Manor’s staff provided her with the support she needed. “Providence Manor’s social worker was there for me throughout my transition and the nursing staff were very open to listening to my suggestions and incorporated my feedback into their care of my husband,” she said.
“The people here have been doing all they can for us.” Raymond and Elaine Feeley have been married for 70 years and they are both Providence Manor residents. “Everything has been wonderful,” said Raymond. “My wife and I can eat meals together here. The people here have been doing all they can for us.” - Chonglu Huang, Communications Officer
BUILDING...
HOSPITAL
Request for Proposal released! Providence Care has reached a significant milestone for our new hospital project. I am pleased to share that we have, in partnership with Infrastructure Ontario, released the Request for Proposal (RFP) document to the proponents. The three short-listed companies are now invited to respond to the RFP, to build a state-of-theart care facility for our patients, clients and staff. The new hospital will bring together Providence Care’s rehabilitation, complex continuing care, specialized geriatrics, palliative care and mental health programs, currently being provided at our St. Mary’s
of the Lake Hospital and Mental Health Services. This is exciting news for everyone at Providence Care and I want to extend a big thank you to all of you that have been involved and supported this project – many clients, staff, volunteers and physicians have worked closely with our redevelopment team over the last few months to make this possible. I would also like to thank our Providence Care Foundation, University Hospitals Kingston Foundation, and our community for their
support, our Board of Directors for their tremendous leadership, and the Ministry of Health and Long-Term Care and Infrastructure Ontario for their commitment to this project. Congratulations to our Redevelopment Team who have worked hard to move this project forward – an achievement like this would not have been possible without the dedication, commitment and expertise of everyone involved. - Dale Kenney, President & CEO
Get the latest news at: http://providencecareredevelopment.wordpress.com/
Providenc e Ca re Con n e c ti o n s
February 2013 Vol. 11 Issue 1
Green initiatives at Providence Care Everyone has a part to play: Reduce, Reuse, Recycle Providence Care is committed to reducing its impact on the environment. Our Corporate Green Team , which includes staff representation from our hospital, community and long-term care services, has been instrumental in initiating a number of “green” projects throughout the organization.
NEW! Food waste composting One of the Green Team’s latest initiatives is centred around food waste composting. Composting was something that staff were considering and was also identified as an opportunity in our 2011 Waste Audit conducted by Viridis Environmental Inc. It was decided to trial a composting program beginning in April of 2012. This was a group effort by our Green Team, Food & Nutrition Services staff, Housekeeping & Linen Services staff, and the Joint Health & Safety Committee. The trial consisted of composting leftovers from food trays returned from wards at Mental Health Services (MHS) – waste that cannot be reused and, therefore, would normally go to landfill. The leftovers are scraped from the trays into large green bins which are then stored in a refrigerated area (to reduce odors) until a truck from Manco Recycling Systems Inc. collects them every Monday and Friday. Food & Nutrition Services staff have been instrumental in the success of
the project and provided input on how best to conduct the procedure. For example, they suggested wheeled trolleys for the large, heavy bins to ensure the safety of those having to move them. The project has increased the MHS waste diversion rate by 13% in 2012. This initiative has also generated a cost savings to the organization. The plan is to introduce food waste composting at our St. Mary’s of the Lake Hospital in February.
on the environment. However, their efforts can only work if everyone does their part to Reduce, Reuse, Recycle. It can be as simple as turning off lights when leaving a room or placing used paper in your blue recycling box for pick up. Recycling of cans and bottles is greatly encouraged. Staff can find other Green tips on the Green Team Intranet page. Also, watch for information on activities as Providence Care celebrates this year’s Earth Day on April 22.
NEW! Paper towel composting
- Cathy Clark Communications Officer
Building on the success of the food waste compost project, the Green Team is trialing the separation of compostable fibres such as used paper towels. The 2011 waste audit report indicated that 9.615 tons of our landfill waste consists of these compostable fibres. Since the fall of 2012, separate bins have been placed in washrooms on one office ward at Mental Health Services for the disposal of used paper towels. Monitoring the usage of the bins indicates that this trial has also met with success, warranting future expansion throughout our facilities.
Everyone has a part to play Other “green” opportunities abound and the Green Team is actively seeking out other ways to lessen our organization’s footprint
GREEN team
Green Initiatives at Pro
Providence Care
Annual Waste Waste Composition Composition Annual Composted 10.4% 50 Tons
Identified for future recycling 8.2% 39.27 Tons
Compostable 14.1% 67.5 Tons
Recycling 27.8% 133.1 Tons
Other 39.5% 188.98 Tons
NG STI PO M CO
� Organic Waste - 4.2 tons per month
NG CLI Y C RE
� Cardboard boxes - 41.7 tons � Confidential paper with Shred-It � E-Waste with Scott Environmental & Computer Planet
Green Sats:
� Fluorescent light tubes
A waste audit was conducted at Providence Care in 2008 which all three of our main facilities took part in, Mental Health Services (MHS), St. Mary’s of the Lake Hospital and Providence Manor. The 2008 audit provides baseline data to compare the 2011 audit results with. The 2011 audit was a hospital sponsored program only (Green Hospital Champion Fund waste audit program, established by the Ontario Hospital Association, supported by the Ontario Government) so only included MHS and St. Mary’s. Audit results and 2012 data from our internal records for our two hospitals are shown below. Mental Health Services Waste Diversion Rate
St. Mary’s Waste Diversion Rate
2008 Audit Results
22%
2008 Audit Results
29%
2011 Audit Results
30%
2011 Audit Results
25%
2012 Internal Records
43%
2012 Internal Records 25%
� Glass � Paper - 60 tons � Plastics � Printer toners with Grand & Toy � Scrap metal with Kimco - 14 tons
G SIN REU
� Auctions of Furniture & Equipment
AL OS ISP D R OP E PR � Hazardous waste
Your support of Providence Care’s environmental friendly programs have resulted in the diversion of more than 180 tons of waste from landfill in 2012. The hope is to reduce, resuse and recycle more material every year.
Providenc e Ca re Con n e c ti o n s
February 2013 Vol. 11 Issue 1
“Young at Heart” Club
“I had a really good time at RAXX, but I really cleaned up at the Casino night,” states Jim, a Providence Manor resident. Jim is referring to recent outings with a new club for long-term care residents 70 years and younger, the “Young at Heart Club.” Providence Manor has partnered with several other long-term care homes throughout the Kingston area to offer this new social group. Each home takes turns hosting an event. In November Providence Manor transformed their auditorium into
a casino to host the first event, a “Casino Night.” They welcomed 25 residents, staff and volunteers from RideauCrest, Trillium Ridge, Arbor Heights and their own home. The event provided everyone an opportunity to socialize with new friends, have fun playing some traditional casino games (black jack and roulette to name a few) and win some prizes. In January Arbor Heights organized an outing to RAXX in Kingston where participants enjoyed dinner together. As Ray, one of our
residents commented, “It was nice to enjoy a meal at RAXX with friends old (from Providence Manor) and new (from Arbour Heights).” Transportation was provided by our Providence Care bus. Future plans include an outing to a hockey game. Such events help residents to reconnect with their community – providing the type of outings they may have previously enjoyed. - Cathy Clark Communications Officer
Providence Care celebrates Accreditation! Thank you to all our staff, physicians & volunteers across all our sites and community programs!
Accreditation 2012 Thank you
to all our staff, physicians and volunteers. Through your ongoing dedication, each of you has contributed to Providence Care being awarded Accreditation with Commendation!
Providenc e Ca re Con n e c ti o n s
February 2013 Vol. 11 Issue 1
Developing leaders for changing times
Investing in leadership development to improve care Like many healthcare providers, Providence Care knows about change. The need to embrace change – as individuals, as an organization and as an industry – is our new reality. With new standards of care, a growing population and shifting demographics, strong leadership skills are essential in today’s complex healthcare environment. Faced with significant pressures on time and resources, Providence Care intentionally started to develop participatory leadership competencies within the organization. Participatory leadership fosters an environment of strong collaboration and shared responsibility to enable rapid change. Providence Care began to look at engaging in this non-traditional approach to developing leadership, Lauri Prest, Director of Learning and Leadership Services explains, “It is clear that traditional and conventional methods of leadership are not sustainable for the type of leadership that is needed today.” She began calling on global stewards like Margaret Wheatley, Juanita Brown, Toke Moller and Tim Merry to share their stories and world experience in methods of conversational participatory leadership. This “meeting of the minds” led to the creation of a leadership program that uses participatory methods to harness innovation and lead change. The leadership development strategy was designed to build internal leadership capacity based on the organizational values of respect, dignity, compassion and stewardship. “Change is fast, transition is what’s slow. To lead change through the values of our organization, the focus should be on strengthening our community through leadership practices that host values-based conversations enabling collaborative and wise action,” says Lauri. A six-week experiential leadership development program was started that incorporated an additional six month, mentor-guided practicum. Integrating a practicum into the program means that emerging leaders are putting their newly
acquired knowledge directly to work. Participants of the program identify opportunities within the organization – seeking innovative ways to lead change. Attendees practice participatory methods of engagement to improve processes that have a direct impact on the patient, client and resident experience. “The effort we put into leading intentionally and Participants of the “Partnerships that Work” workshop working collaboratively has engage together in meaningful conversations during resulted in the delivery of one of the days exercises. sustainable, responsive and quality person-centred care. We can truly see a change in how we relate to each other leadership program, the working group and the type of care we provide through used World Café and Appreciative Inquiry work that was initiated in the leadership techniques to solicit involvement in development program and practicums,” the planning process. “The results have explains Lauri. been significant with respect to getting commitment from all those involved in The Partnerships That Work conference this process,” explains Karin. “We are held in Kingston this past spring is an cultivating leadership right from the front example of the work emerging from the line and engaging clients in their care.” leadership development program. Fifty“Collaboration is increasingly seen as a key five front-line clinicians, administrators factor in the efficient delivery of care and in and policymakers from across the South the improvement of the health system as a East region participated in this one day whole,” says Lauri. knowledge exchange. The conference encouraged participants to move forward The leadership development program is with current collaborations, establish new setting the stage and continues to grow – partnerships, and generate innovative ideas over 250 staff and community partners have for the future of mental health care in the participated, with hundreds more affected region. by the leadership initiatives that have sprouted from the program. Partnerships That Work was organized in part by Karin Carmichael, a graduate Providence Care has been intentional about of the leadership development program. developing sustainable internal leadership Many of Karin’s team also participated in capacity “We are taking the time to the leadership development program and understand how to design and lead change together they formed the Client Transition within multidisciplinary teams and the Working Group. In collaboration with staff complex systems within health care. We are from the Frontenac Community Mental building a common language, framework Health & Addiction Services they are and set of principles to lead as a community successfully working to create a better plan of practice through the values of the and supports to transition clients to the organization.” community. Based on the participatory methods that they learned at Providence Care’s
- Jessica Herbison Communications Officer
Providenc e Ca re Con n e c ti o n s
February 2013 Vol. 11 Issue 1
Nonviolent Crisis Intervention training
Part of Providence Care’s Workplace Violence Prevention Program Since 2004, Providence Care has adopted the philosophy of the Nonviolent Crisis Intervention (NCI) training program from the Crisis Prevention Institute (CPI) in Wisconsin. CPI is an international training organization committed to best practices and safe behaviour management methods that focus on prevention. As CPI states on their website, NCI is their cornerstone program and is considered the worldwide standard for crisis prevention and intervention training. The philosophy of the program is to provide the best Care, Welfare, Safety, and Security of everyone involved in a crisis situation. This philosophy aligns with Providence Care’s Values. As one staff participant stated on their evaluation sheet at the end of an NCI training session, “As a result of this program, I increased my awareness and enhanced my knowledge to creating and maintaining a safer work environment.” Other comments included: “I feel more empowered on how to protect myself and patients during a crisis.” “I feel much more confident entering into an environment where I may face crisis situations.” “I am able to process and utilize techniques to nonviolently protect my safety and the safety of others.” Here at Providence Care our Learning & Leadership Services offers approximately six sessions of NCI training each month. Our seven NCI instructors are well qualified to lead the sessions. As one staff participant stated, “Facilitator was thorough and extremely knowledgeable.” NCI training is mandatory for staff at our
Mental Health Services (MHS) facility. All new employees at MHS, depending on their role, must attend either the one-day or two-day session as part of their orientation. NCI training is also offered to students doing placements at Providence Care and is open to others who may be interested. For example, a number of staff from the Community Care Access Centre have attended our sessions. In an effort to continuously improve and build on the NCI sessions being offered, our Learning & Leadership Services held an NCI Improvement Workshop in January which all of our NCI instructors attended. The day-long event was in partnership with our Occupational Health & Safety and Quality & Risk Management departments, as well as Security & Life Safety. Pertinent feedback and comments from SafeT-Net, NCI session evaluation forms and Code White reviews were discussed to identify what works best and opportunities for improvement.
Initial NCI training
The one-day session delivers CPI’s foundational crisis intervention skills and personal safety techniques to provide staff with skills to keep themselves and patients/clients as safe as possible during a crisis. It provides the skills and knowledge to help diffuse a situation and create positive change with the individual in crisis. The two-day training is more pertinent for staff responsible for day to day direct patient/ client care. The session builds
Learning & Leadership Services conducted an NCI Improvement Workshop January 31 with our NCI instructors in attendance. on the one-day session to include CPI’s physical control techniques that can be used to manage an individual’s out of control behaviour as safely as possible.
Refresher NCI training
Once this initial certification is completed, annual recertification (either of the two refresher courses described below) is required to maintain competency. Recertification is mandatory for all staff at MHS. Nonviolent Crisis Intervention Recertification – Applied Physical Training Refresher (NCI R APT - formerly NCIR C): This one-day course is intended for those who completed the two-day NCI course. This Applied Physical Training refresher course builds on the Nonviolent Crisis Intervention verbal skills, personal safety, physical control and therapeutic rapport techniques to optimize staff and client safety.
Nonviolent Crisis Intervention Recertification – Foundation Training Refresher (NCI R F formerly NCIR N): This threehour course is for those who completed the one-day NCI course. This course refreshes the verbal intervention skills, personal safety and therapeutic rapport techniques.
Watch for upcoming NCI training dates
Dates for NCI training sessions are provided to managers and included in the Learning & Leadership calendar and eCurrents. Dates may also be obtained by contacting Catherine Nicol, Clinical Education Coordinator (nicolc@providencecare.ca). Catherine would also be glad to arrange for any additional training should any staff members or teams be interested. - Cathy Clark Communications Officer
Providence Care’s NCI Instructors (LtoR): Kyal McCallum & Blake Thompson (Forensic Psychiatry); Martin Forcier, Trudy Sickler & Kerry White (Adult Treatment & Rehabilitation Program); Marc Russell (Decision Support); Jack Henson (Geriatric Psychiatry Services)
Providenc e Ca re Con n e c ti o n s
February 2013 Vol. 11 Issue 1
Third Annual
Providence Care Foundation bursary applications now being accepted Deadline: 6:00 p.m. March 31 The Providence Care Foundation is pleased to announce the return of its Staff Educational Bursary Program and the Iva Speers Endowment Fund Bursary Program.
Providence Care Staff Educational Bursary Program
(for staff of St. Mary’s of the Lake Hospital, Mental Health Services, Community Programs) The Providence Care Staff Educational Bursary Program, now in its 12th year, is open to all full-time and part-time Providence Care staff who work at Mental Health Services, St. Mary’s of the Lake Hospital and any of Providence Care’s 18 community-based locations.
was established by the late Iva Speers as a lasting tribute to her brothers and sister as a symbol of gratitude for the exceptional care given to her siblings by the staff of Providence Manor. It was her desire to provide educational and training opportunities for Providence Manor staff in the interest of maintaining and enhancing quality resident care. The Speers Endowment receives applications twice a year (spring and fall).
Applications for the Iva Speers Endowment Fund Bursary Program are now being accepted through the Human Resources office at Providence Manor and must be submitted by 6:00 p.m., March 31st, 2013.
Applications for the Providence Care Staff Educational Bursary Program are now being accepted through Learning and Leadership Services and must be submitted by 6:00 p.m., March 31st, 2013.
A total amount of $15,000 in bursaries is available for the Spring application in 2013.
A total amount of $30,000 in bursaries is available in 2013.
Applications for the Providence Care Staff Educational Bursary Program or the Iva Speers Endowment Fund Bursary Program can be accessed online from our Intranet site or by emailing our Learning & Leadership Services at: learning@providencecare.ca.
Iva Speers Endowment Fund Bursary Program
(for staff of Providence Manor)
To obtain an application for either bursary:
The Iva Speers Endowment Fund Bursary Program, now in its 5th year,
Published by: Providence Care Communications Dept. Editor: Cathy Clark, 613-548-5567, ext. 5995
Day
Tuesday, February 12, 2013 Recognising that simply talking makes a significant impact in breaking down the stigma attached to mental health, the campaign encourages people to “start the conversation” about mental health with friends, family and co-workers. On Bell Let’s Talk Day, Bell will donate 5¢ to mental health initiatives for every: � Text message sent & long distance call made by Bell customers � Tweet using #BellLetsTalk � Facebook shares of the Bell Let’s Talk image Last year, more than 78 million texts and calls were made on Bell Let’s Talk Day resulting in over $3.9 million dollars donated to mental health initiatives across the country. We think this is a strong indication that Canadians care about mental health and want to be part of the national conversation. With your help, we hope to take this conversation to a whole new level.
WORDS OF APPRECIATION
From a family member of a client of Mental Health Services: “It is great to have a facility like Providence where family can know their loved one is safe."
From a family member of a resident of Providence Manor: “We are grateful for the sensitive care Mom is receiving.”
From a client of St. Mary’s of the Lake
Hospital: “Care was excellent and staff were very nice and helpful and very cheerful and pleasant as well.”
Deadline for next issue: Feb. 15 Send to: info@providencecare.ca