Hugh and Catherine’s 65-year health care journey at Osler

Every day we touch the lives of patients and their families – 24 hours a day, 7 days a week. I believe you can never underestimate the impact of the care you provide regardless of how you help during the patient journey.

A few weeks ago, I received a letter from John Birks, thanking Osler for the wonderful care his parents – Catherine, 95, and Hugh, 99 – have received at Osler hospitals over the past 65 years. John credits his parents’ long life partially to the care they have received at Osler.

Hugh and Catherine have the distinction of being Brampton’s oldest and longest married couple. Throughout their lives, they have been treated at Peel Memorial and Brampton Civic hospitals. From Emergency to Cardiology, Urology to Palliative, Surgery to Intensive Care and many more, John shared stories of the incredible care his family has received.

Both Hugh and Catherine are living well into their 90s. The constant care, dedication, compassion and professionalism provided by the Osler team have no doubt made a difference in their lives. It is always a pleasure to hear about how Osler staff, physicians and volunteers make a difference in the community. As Osler continues to grow and evolve, I know our team will continue to be committed to providing patient-inspired health care without boundaries.

Hugh and Catherine’s story is a testament to the value of providing an excellent patient experience at every point in the health care journey. I’m always in awe of the many compliments we receive about the care provided at Osler hospitals and it proves how our teams come together to bring our Vision to life by ensuring that truly patient-inspired care is at the heart of everything we do.

I hope this story of gratitude continues to remind us how innovative care delivered with compassion from staff, physicians and volunteers plays an essential role in creating a positive patient experience, every day.

On August 20, Hugh and Catherine will celebrate their 71st wedding anniversary. This is an incredible milestone that very few couples reach and I couldn’t be more thrilled for them. On behalf of everyone at Osler, congratulations on your anniversary and we wish you continued health and happiness!

We’re (almost) on the move to Peel Memorial!

This week’s guest blogger is Ann Ford, Joint VP of Facilities, Redevelopment & IT

In just a few short months Osler will receive the keys to our new Peel Memorial Centre for Integrated Health and Wellness (Peel Memorial), setting in motion the final steps towards opening its doors to the community in early 2017!

As we count down to the opening of this brand new facility, construction crews are busy completing all the finishing work and PCL, the contractor, is checking over every inch of the facility to make sure everything is perfect.

While our focus over the last two years has been on construction, we are now turning our attention to ensuring our community is informed about the programs and services that will be offered at Peel Memorial, and educated about the new Urgent Care Centre (slated to open in early 2017) – and when to use it.

We have launched a comprehensive communications/public awareness campaign to help spread this important news. Over the coming months, watch for articles in local papers, videos and photos online and through social media, and information brochures and hand-outs. All these approaches will help you learn more about Peel Memorial and the important role it will play in supporting health and wellness. We’ll also be holding events in late fall and early winter to showcase the new facility – stay tuned for details! In the meantime, watch my Ask Ann video for a peek inside Peel Memorial to see how work is progressing:

Steady progress at Etobicoke General

We broke ground on the new wing  and Ancillary Services Building at Etobicoke General in late June and there’s been plenty of activity onsite ever since. We’re continuing to set the stage for the ongoing construction of these new buildings, which means we’re making temporary changes to parking and traffic flow throughout the site. We want to ensure patients and visitors have safe and easy access to the hospital, so here’s what can be expected from now until late fall:

  • Parking Lot D – Patient and visitor parking will be reduced in the north visitor parking lot. Once the lot is full, patients and visitors will be directed to park in Lot K, located on the east side of the site.
  • Parking Lot K – Additional parking for patients and visitors will be added to Lot K. These additional parking spots will help ease the reduction in parking spaces in Lot D.
  • Pay and display parking – To accommodate these changes, all patient parking will be converted to “pay and display.” The staff lot and on-call lot will remain controlled access.

Signs will be posted on the site to reflect these changes and to help direct patients, visitors, staff, physicians and volunteers, as appropriate.

We are doing everything possible to minimize the impact of these parking changes on patients, visitors, staff, physicians and volunteers and appreciate your patience as we work to accommodate construction as we continue to build Etobicoke General!

How Osler’s EDs are “humming like a sewing machine”

This week’s guest blogger is Dr. Naveed Mohammad, VP Medical Affairs

It’s no secret that Osler is home to one of the busiest emergency departments (ED) in Canada. Last year, more than 214,000 people visited the EDs at Brampton Civic and Etobicoke General for care, which accounts for an additional 3,400 patients over the previous year. With this kind of volume increase, our teams in the ED need to be at the top of their game.

On any given day, we strive to meet specific targets in the ED – length of stay, time to physician assessment and time to inpatient bed among others to help deliver a better patient experience. We recently reached a new milestone in the ED at Etobicoke General as our 30-day 90th Percentile Time to Physician Initial Assessment (PIA) was reduced to just 1.5 hours for the first time. This means that patients were seen by a physician within 90 minutes, ranking Osler second in the province for this metric.

Two days later, the same team beat its own record and reduced the 30-day 90th Percentile Time to PIA to just one hour. As one physician put it, “we’re humming like a sewing machine.”

These incredible results show that our ED teams are performing at an incredibly high level. In addition to the talent of Osler staff, physicians and volunteers in the ED, a number of measures have recently been put in place to help move patients through the ED more quickly and efficiently.

Some of the changes that are making a difference in Etobicoke General’s ED include:

  • Designated “see and treat” zones in the Ambulatory Treatment Centre (ATC) and Fast Track zones that help to expedite care
  • Demonstrations of exceptional teamwork where physicians arrive early to help move patients and relay information between members of the care team

We’re also making positive changes to the ED at Brampton Civic to help see and treat patients faster:

  • Our ED Patient Experience Team is helping to keep patients comfortable and informed while they wait for treatment
  • Increased physician hours and “flex shifts” are enabling physicians to support busy areas of the ED at any time during the day
  • A new Mental Health Patient Flow Initiative is helping to move mental health patients out of the waiting area and into care quicker

While all of these initiatives help to increase the efficiency of the ED care team, these changes serve a double purpose to enhance the patient experience. A trip to the ED can be a stressful experience but shorter wait times, more frequent contact with patients and better information sharing helps make patients feel more comfortable throughout their journey.

Congratulations to the multi-disciplinary teams who are truly coming together in the ED to provide patient-inspired health care without boundaries!

The Partnership Payoff: More Collaborative Patient Care

Osler is working hard to build strong relationships with our partners at the Central West CCAC and Headwaters, as well as primary care providers in the community, to create a more seamless experience for patients as they move across our local health care system. Here are just a few examples of how we work with our partners to close information gaps to improve care.

Hospital to Home

I’ve written before about our regional Hospital to Home (H2H) and the positive impacts it’s having on patients in the community. Since the program began eight months ago, H2H nurses have conducted more than 3,100 visits to nearly 450 patients. Not only has H2H had a positive impact on patients, the program has helped to improve admission and readmission rates at the hospital:

  • Average length of stay for admitted patients was reduced by 3 days
  • Readmission rates have decreased from 11.5 per cent to 9.2 per cent
  • Hospital admissions have been reduced from 21.4 per cent to 13.8 per cent

Another benefit of the program is that H2H nurses are able to access a patient’s electronic health care record when they are in the hospital and in the home so they can ensure continuity of care.

We captured one patient’s experience moving through this program in a new video. See how an integrated nursing team is helping to improve information sharing and creating smoother transitions between points of care.

Telehomecare

In 2013, Osler became host of the Ontario Telemedicine Network’s (OTN) Telehomecare program for the Central West region. This program helps patients living with Chronic Obstructive Pulmonary Disease (COPD) and Heart Failure take control of their health from home using technology. Each patient works with a dedicated Telehomecare nurse who monitors their health and provides coaching to help them learn to manage their condition.

Throughout the six-month program, Telehomecare nurses provide reports to a patient’s primary care provider to ensure they are aware of a patient’s progress and can help inform care plans when there is a change in condition. This collaborative approach involves the patient, nurse and primary care provider to ensure that the best possible outcome is achieved.

Nearly 3,500 patients have participated in this program since it began and the benefits are clear. Patients enrolled in the program saw significant reductions in hospital admissions and fewer visits to the emergency department. See how Telehomecare is benefiting patients in our region:

Osler’s AGM was a ‘ground breaking’ event

Over the past year, we’ve celebrated a number of incredible achievements at Osler and this week is no exception. These new milestones are in addition to the amazing work that our teams do every day in providing care and treatment through the millions of patient interactions we encountered this year.

Clearly, there has been a whirlwind of activity at Osler over the past few months and we’re just getting started. On June 28 we were thrilled to once again welcome The Honourable Eric Hoskins, Minister of Health and Long-Term Care, to Etobicoke General as we reach another milestone in our redevelopment journey.

We kicked off our Annual General Meeting (AGM) with a celebration of our redevelopment progress and broke ground on our new four-storey wing. After expressing his excitement for the future of health care in our community, Minister Hoskins donned a hard hat and picked up a shovel to officially mark the start of construction. He was joined by Dr. Shafiq Qaadri, MPP for Etobicoke-North (Etobicoke General’s riding), Yvan Baker, MPP for Etobicoke-Centre, and a number of local, provincial and federal dignitaries to dig in and make history.

For many patients, Etobicoke has been their first and only entrance into Canada’s health care system. Our community relies on the patient-inspired care and innovation Etobicoke General continues to provide. Having support from all levels of government, and across the health care community means that we will be able to continue to provide patient-inspired health care now and well into the future. Expanding Etobicoke General is just one way we’re doing it.

At our AGM following the redevelopment celebration, the Osler Board of Directors welcomed Vanita Varma as the new Board Chair and bid farewell to outgoing Chair John Davies, Vice Chair Neil Davis and Dr. Rajiv Gupta, an ex-officio member of the Board and former President of the Etobicoke Professional Staff Association. I’ve had the privilege of working alongside these men who have been instrumental in moving Osler forward and have no doubt that the positive impacts of their participation will be felt for years to come. John is also the deserving recipient of this year’s Kay Blair Community Service Award, underscoring his dedication and commitment to serving the needs of Osler’s community, patients and families with compassion, kindness and understanding.

I had the pleasure of introducing Cauis Dobson and Jacob Luxton, students from Grey Highlands Secondary School in Flesherton, as the winners of our third national student app contest. These two young stars developed Emerg. Master, a gaming app that includes characters in both Headwaters and Osler emergency departments and offers detailed information about how the hospitals connect patients with community care. The app is now available for download on Android devices from Google Play. Congratulations Caius and Jacob!

We also unveiled our 2015-16 Annual Report, which highlights the amazing things that happen at Osler each and every day to provide patient-inspired health care without boundaries. None of what we do would be possible without the commitment of Osler’s talented staff, physicians and volunteers. I invite you to experience a day in the life of Osler by viewing our report online at OslerReport2015.com.

There was no shortage of excitement in the weeks leading up to our AGM. We celebrated our first-ever Interprofessional Recognition Week from June 13-17, acknowledging the exemplary work performed by individual professionals and clinical teams. Our annual Staff Appreciation BBQs also took place at each site as one of many ways we thank our dedicated staff, physicians and volunteers for going beyond every day.

Osler in India: Reflections from our second Global Health tour

This week’s guest blog is from Dr. Naveed Mohammad, VP Medical Services and Physician Leader of Osler’s Global Health Program

In April, I was honoured to lead a second team to India as part of Osler’s Global Health Program. After a month of reflection following our return, the tour team hosted two events at Brampton Civic and Etobicoke General Hospitals to share our experiences and insights from our first hands-on clinical tour. About 150 staff, physicians and volunteers attended the events to hear our stories and learn more about what will shape the program in the future.

While we were on the ground, we worked with the emergency and mental health & addictions teams of our partners at the Dayanand Medical College & Hospital (DMCH) and Shaheed Kartar Singh Sarabha Ayurvedic Medical College & Hospital in Ludhiana. We were involved with a wide range of activities such as:

  • Hosting medical camps with an emphasis on mental health and addictions;
  • Facilitating diabetes screening and education events for patients from 30 villages;
  • Providing recommendations, making observations and shadowing staff in various clinical settings, and;
  • Solidifying our partnership by signing a memorandum of understanding with Apollo Hospitals (Apollo) and DMCH.

Our biggest take away was the role of the family in shaping the patient experience. At each hospital, a family member was at the patient’s bedside at all times and was seen as a vital member of the care team. We’ve taken this learning and are looking for ways to incorporate the role of families into planning and care processes across Osler.

As we look to improve our practices and strengthen our partnerships abroad, we are exploring ways to share clinical knowledge and best practices between teams at Osler and in India. Videos will be created to share educational content and information between the partners. We’re also partnering on research initiatives with Apollo and DMCH to conduct leading edge studies to better understand the factors that influence disease progression in south Asians in Canada and India.

While we had a positive experience, the challenges faced by patients in developing countries were all too real. Like the woman who was brought to the emergency department after having a stroke but left after spending all her money on an MRI and couldn’t afford the time-sensitive treatment that would help her live a normal life. Or the family of a young boy who came to the hospital seeking treatment for his life-threatening viral infection but could only afford three days of treatment in the ICU and returned home, only to lose their son to the infection on the way.

These two scenarios are a foreign concept in Canada where health care is publicly funded and easily accessible in most places, but they are sadly common occurrences in places like India. This underscores the importance of partnering with health care providers around the world to share clinical best practices and learn from one another to truly benefit the patients and families that we serve.

This trip was meaningful in different ways. While we were all sharing the same experiences, each team member had a unique perspective on the work we were doing. They’ve shared their views in our daily tour blog – it’s well worth the read!

While overseas I also had an opportunity to visit neighbouring Pakistan to explore opportunities for future partnerships to support children and the most impoverished people in Karachi, the third largest city in the world. I met with a non-governmental organization (NGO) called SINA Trust, which supports a project named Childlife, which is doing extraordinary work with underprivileged and impoverished people in the slums of the city. It was truly eye-opening and highlighted many opportunities for Osler to make a meaningful contribution but also to learn from this recognized NGO.

We’re excited to announce that our next trip will occur in late March or early April 2017. Information sessions held in the fall will provide further details on the plan for the next trip and the positions that we will be looking to fill on the team.

Celebrating Seniors Month

Seniors Month is celebrated at Osler every June. As our seniors live longer, they continue to show us how to age well and go beyond the limits we often attribute to age.

According to the Central West Local Health Integration Network (LHIN), the population of seniors will increase by 62 per cent by the year 2025. This dramatic shift means we need to continue to create programs to support seniors in our community now, and in the future.

At Osler, we are truly committed to caring for those who once cared for us, and this couldn’t be more evident than through our Seniors Programs. We provide a number of inpatient and outpatient services for seniors, offering them more convenient access and integrated care. Some of our services include:

  • Geriatric Mental Health Unit – Care is designed to meet the needs of patients who may be frail, have multiple medical conditions and behavioural support needs
  • Acute Care of Elders (ACE) Unit – Nursing staff on this unit have special training in caring for elderly patients
  • Short-Term Assess and Restore (STAR) Unit – A unit designed for patients aged 60+ who have had an acute hospital stay and need a short, but intensive, therapy program to help increase their strength and mobility before they are discharged
  • Geriatric Emergency Management (GEM) Nurses – A team that helps assess seniors who may need extra care and support when they go home so that they can avoid repeat ED visits
  • Geriatric Outreach Team – A multidisciplinary team that provides non-urgent in-home geriatric assessment to frail seniors who are unable to attend clinic visits
  • Nurse-Led Outreach Team – Nurse Practitioners at Osler partner with long-term care homes in the community to provide timely care to seniors and avoid unnecessary visits to hospital
  • Hospital Elder Life Program (HELP) – Specially-trained volunteers engage elderly patients with mind-sharpening activities to help reduce delirium risk factors

And when we open the new Peel Memorial next year, there will be many more opportunities for seniors in our community to engage in health and wellness programs. Seniors and their families will have access to a team of professionals specializing in geriatric and preventive health care.

On Sunday, June 19 from 12 noon to 5 p.m. connect with the geriatric care team from Osler’s emergency department (ED) at our Community Seniors Fair at the Brampton Soccer Centre. This annual event helps raise awareness of community resources that are available for seniors, their families and caregivers in Peel Region. Funds raised will be used to equip Osler’s EDs with senior-friendly items to help make the environment safer and more comfortable for elderly patients.

This event grows in popularity every year. I hope you will join us and spread the word about it with those who you think would benefit from attending.