Staff Bulletin Volume 7 Issue 10 December 2013

December 2013

Co-created care plan leadsto heroes in the homenomination

Special guests attend London eventFor years, 91-year-old Joan Berry did all she could to help

her 88-year-old sister Pauline continue to live at home. In

addition to helping her make meals and get dressed, Joan

also helped ensure Pauline, who suffers from end-stage

Alzheimer’s, had as much entertainment and activity in

her life as possible.

“I used to sing with her, dance for her… we’d do

ballroom dancing and a slow foxtrot. She loved all the

entertainment,” said Joan.

When Pauline began needing more support, Joan turned to

the South West CCAC. Care Coordinator Diane Dodge

worked collaboratively with Joan to develop a care plan

that ensured her important role in caring for her sister was

not overlooked. “Joan was already doing an amazing job,”

said Diane. “She’s been the primary caregiver for ever

and ever, so I wanted to ensure she was still involved.”

The sisters lived in the same complex. Each day, as part

of Pauline’s new care plan, she received help from a

personal support worker in the morning and would then

go to Joan’s house for the rest of the day. At 7 p.m.,

Pauline would go back to her house by taxi, where a

personal support worker would help her settle into bed.

To recognize Joan’s dedication to her sister, Diane

nominated her for a South West CCAC Heroes in the

Home award, which Joan recently accepted at the annual

ceremony in London. Nearly 240 caregivers received

awards this year in London/Middlesex and Elgin counties,

and in total, nearly 500 people received awards across

the South West.

NEWS FLASHService Employees International Union(SEIU) members strikeMembers of SEIU at Red Cross Care Partners, our serviceprovider for personal support services in Oxford and parts of Grey, Bruce and Elgin counties are now on strike. RCCPhas worked closely with the CCAC to have contingencyplans in place to ensure our patients continue to receive the care they need. We will continue to keep staff updatedas information becomes available. Thank you to all staffmembers for your dedication and hard work to support our patients during this time.

Minister of health and Long-Term Care Deb Matthews with heroes in the

home recipient Joan Berry.

Special guests including Minister of Health and Long-

Term Care Deb Matthews and London West MPP Peggy

Sattler were in attendance in London to help celebrate.

In her remarks, the Minister discussed the tremendous

respect she had for the caregivers assembled in the room.

“You are doing the work of God, and I say that very

sincerely. Thank you for what you’re doing,” she said.

Diane Dodge was also in attendance to watch Joan receive

her award. Joan’s story is a great example of co-creating a

care plan that helps everyone involved, she said. “You

look at the whole picture and decide what are we going to

do to make it better for the caregiver as well. The fact that

she’s 91 and a caregiver just blows me away. She’s a

remarkable woman.”

As for Joan, her sister Pauline now lives in a home for

people with end-stage Alzheimer’s. But Joan still visits

her every day, and still encourages her to be active. “I say

to her that sitting on your backside watching TV all day,

that’s out,” she said with a smile.

A Message from Sandra Coleman, CEO South West CCAC

Speaking the same language I have often spoken of the importance of getting people

care in the home and in the community. The benefits to pa-

tients and to the overall health-care system are truly amaz-

ing and something in which I firmly believe. It is why I

find it so exciting to see others espousing the same message.

Recently, I had the

opportunity to attend a

funding announcement

by Minister of Health

and Long-Term Care

Deb Matthews. The

Minister was in London

to visit Participation

House, a non-profit,

community-based agency that provides support to people

with complex needs. While there, she announced nearly

$21 million for community health-care in the South West,

and discussed her belief in the importance of home and

community care as a major component of the health-care

system. It was strong validation for our sector, and for the

trust we have earned at the South West CCAC as one of the

providers of that care in this region.

We received funding that will enable us to deliver on five-

day wait targets for nursing and complex personal support,

and to get more patients than ever before from hospital to

home through the spread of Home First. We also received

funds to continue our successful eShift program, and to

help provide our palliative patients with even better

support. Many of our partners in the community received

funding as well, including adult day programs, assisted

living and Participation House itself.

The funding enables us to work with our partners towards

the common goal of getting more care into the home and

community. This will make the lives of people better today,

and help make the health-care system more sustainable for

the future. When partners move forward with a common

goal in mind, great things can be accomplished. As we near

the end of 2013 and look forward to another new year, it is

exciting to know we are all speaking the same language.

Imagine what great things we will accomplish next.

2 Volume 7 Issue 10 December 2013

eLearning Centre launchesLearning has gone electronic at the South West CCAC with thelaunch of the new eLearning Centre. Developed by the HumanResources and Organizational Development (HROD) team, theeLearning Centre aims to help South West CCAC staff developnew skills and build on existing ones, in order to continue raising the overall level of talent within the organization.

Features of the eLearning Centre include• An up-to-date list of assigned courses and a personalized calendar to show course due-dates

• The ability to link courses to quizzes to support learning assessment

• The ability to link courses to feedback surveys to supportcontinuous improvement of educational offerings

The Centre has already been used to roll out annual, mandatoryOccupational Health & Safety refreshers on slips, trips and falls,return to work programs and safe workplace programs. Moreeducation will be available on the eLearning Centre soon.

“Over the course of the next year, we will be building our onlinecatalogue to include some refresher courses on South WestCCAC tools, approaches and processes, as well as some optional skills and professional development courses,” said KimTimleck, Organizational Development Lead.

HROD will be sending out a brief survey in the New Year to gain staff feedback on potential future course offerings. Untilthen, any education not offered on the eLearning Centre willcontinue to be provided in-class.

If you have any questions regarding the eLearnng Centre,please contact a member of your education, training and organizational development team:• Kim Timleck, Organizational Development Lead ext. 5630• Joanna Makinson, Manager of Education & Training ext. 5829• Carolyn Sheculski, Manager of Education & Training ext. 5468

Acknowledging Success!As part of our commitment to the South West CCACfety Partnership with the Public Services Health andfety Association, we have been working diligently ontiatives to strengthen our Health and Safety program.any employees across the South West have supportedis work by completing mandatory safety training, articipating in Joint Occupational Health and Safetyommittee processes and evaluating our program toelp make quality improvements. Thank you to all staffr your contributions!

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Staff Bulletin 3

Taking a team approach toaddressing missed visits Patient care plans often involve a number of service

providers, each with their own schedule of appointments for

delivering care. From time to time, however, a visit may be

missed, which can negatively impact a patient’s health and

overall safety. The South West CCAC has many tools at its

disposal to address the issue of missed visits, but the most

important of all is the teamwork required to reach a solution.

“We work in partnership to figure it out,” said Kim Le Mare-

Matthews, Regional Manager of Procurement. “It’s not about

pointing fingers, it’s about figuring out how we can improve

service to better serve the patient.”

Service providers are required by the terms of their contracts

to report all missed visits by entering them into the CCAC’s

Event Tracking Management System (ETMS). If the CCAC

is notified of a missed visit by a patient, for example, and the

service provider hasn’t entered it into the ETMS, the CCAC

responds with a Quality Improvement Notice to the provider

and follows up with an on-site audit.

“We look at their processes together to be sure they’re

properly identifying missed visits and also do a root cause

analysis to safeguard against future misses,” said Le Mare-

Matthews. “We do it together because we recognize we’re

interconnected and maybe there’s a process on the part of the

CCAC that needs to change.”

The Performance Management and Accountability (PMA)

team meets twice a year with all service providers to

review metrics on a number of key performance indicators,

including missed visits. This year, they are conducting

additional meetings with providers to specifically discuss

missed visits, and involving the CCAC’s Client Services

team to enhance shared learning and understanding.

Meetings will wrap up in January.

It is also important that CCAC staff report missed visits by

filling out an ETMS form, since the PMA team regularly

monitors and follows up on these. “It’s a partnership

between front-line staff and PMA,” said Le Mare-

Matthews. “We need everyone to document these events

so we can objectively move forward with providers to

improve quality and patient safety.”

Ultimately, to bring missed visits down, the number of

reported missed visits - both by providers and staff - must

first go up. “That will helps us, immensely,” said Le Mare-

Matthews. “At the end of the day, we’re all working towards

greater patient safety.”

Measuring wait times for services and treatments in health-

care is quite common. From waits in emergency departments

to waits for surgery, MRIs and CTs, records are kept and

providers are held accountable.

In home care, consistent wait time measurement is also

important. As such, a new requirement is coming in to

effect in Ontario on April 1 to ensure complex patients wait

no more than five days to receive personal support work

care, and that all patients wait no more than five days to

receive visiting nursing care. The South West CCAC has

always measured how long patients wait for service, and a

tremendous amount of proactive work has been done to

prepare for the five-day wait-time requirement.

Care coordinators use the new Service Initiation Time tool,

for example, to tell service providers exactly when a patient

needs care. Implemented at the start of December, the tool

lists required timelines for each type of care from the date

the care is authorized, i.e. by end of day tomorrow or within

five days. The tool is now being shared provincially and may

be used by other CCACs.

“It’s simple, clear communication to service providers,” said

Lois Beamish Taylor, Senior Director of Performance

Management and Accountability. “The new tool lists within

five days as an option to give service providers the best chance

at success and ensure patients are seen within that timeframe.”

Monitoring of key performance indicators jointly with

service providers, something that has always occurred at the

South West CCAC, will also continue to help ensure the

five-day wait times are met.

“We will keep measuring the indicators, including late first

visits,” said Kim Le Mare-Matthews, Regional Manager of

Procurement. “If providers have accepted a referral, they

must also accept the authorized timelines, and we can see if

those aren’t met.”

Service providers also have their own internal tracking and

monitoring systems. If problems are discovered, the CCAC

works jointly with providers to find a solution and ensure

required timelines are met. The available tools and the

proactive work has positioned the CCAC well for success,

said Le Mare-Matthews.

“We’ve worked hard with our service providers to get ready

for five-day wait times,” she said. “We’re in great shape to

meet the targets for April 1.”

Five-day response times for complex patients

Oc c up a t i o n a l HEALTH AND SAFETYDrive Safely this winter!According to the Ontario Ministry of

Transportation, approximately 70,000

collisions occur each year during the

winter months. With winter already

here we’d like to share these simple and

important safety tips to help keep you

safe on the road.

Be PreparedMake your vehicle winter-ready with a

maintenance check-up. ensure your tires

have adequate tread for traction in snow

and to reduce the risk of hydroplaning

in slush or puddles. Check your tire pres-

sure frequently, keep your fuel tank at

least half full and have extra windshield

washer fluid in your vehicle. Clear snow

and ice from all windows, lights, mirrors

and from the roof before you venture

out. Wait for the fog to clear from the

interior after starting your vehicle.

Plan AheadPlan your route ahead of time and allow

extra time for travel. Check the weather

forecasts and road conditions before

heading out. Tell someone your route,

destination and expected time of arrival

and check in with them when you arrive.

Jacqueline Mockler,

Senior Director, hROD,

gets her flu shot at the

South West CCAC’s

on-site clinic in London

Thank you to thosestaff members whoparticipated in ouron-site flu shot

clinics. Combined with staff that receivedflu shots outside of our clinics, more than 50 per cent of our workforce is now immunized! If you have had your flu shotand would like to notify us, please contactyour local hR Coordinator.

Congratulations

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Ha pYReTir MeE nTp

CC Susan Deffett retired onFriday, November 29.

2013 Take your Kids to Work Day

L to r: Owen Sound’s CSA Alison Blackwell, her son Josh Blackwell, Jake Sim and his mom RRN Sarah

Inglis spend the day together at work.

Wear warm comfortable, non-restricting

clothing and have boots, hat, scarf and

gloves with you. Stay with your vehicle in

the event you are unexpectedly stuck or

stranded. Postpone or cancel your trip if

the weather is bad.

Drive SafeSlow down and stay in control. Adjust

your driving to current road and weather

conditions. Maintain a safe following

distance on snow and ice and when you

are approaching intersections. Wear your

seatbelt!

Consider having a winter driving survival

kit in the vehicle, including:• Ice scraper / snowbrush / shovel• Sand or other traction aid• Tow rope or chain• Booster cables• Road flares or warning lights• Flashlight and batteries• First aid kit / fire extinguisher• Blanket• Water and non-perishable energy foods • Candle / matches or a lighter

For more information on winter driving

tips please visit the Ontario Ministry of

Transportation website

www.mto.gov.on.ca.

The 2013 United Way Campaign for South West CCACwas a resounding successPayroll pledges, crock-pot lunches, coindrives and book sales helped the SouthWest raise $12,015.67. Pictured below is the group of seven energetic staffmembers from the London office whomastered the 472 steps in the ScotiabankStairclimb to raise $700 of the funds.

Back row, l to r: CC Andrea Fisher, CSM Sherri

McRobert, CSA Lynn Brewer, CSA Rebecca

Gregor; front row, l to r: CSAs Konrad Jagiello,

Kristie Jenner and Angela howlett. Thanks to all

who supported the campaign.

Welcome New Staff

London Ashley Baylis, Anna Bechard, erin Bryans, Amanda Cook, Olga Danilchenko,

Sara Dood, Gladys Funk, Christina holley, Crystal Maille, Nina Medeiros and Andrea

Wappett, CCs; Christie Birch, Client Services Manager; Jake Brown and Jerrica hunter,

CSA; Phil Daniels, NP Stratford Maryanne Turner, CC Woodstock Colleen

Davies, CC; Jessica Fazakerley, CSA

Thanksgiving Gift for

Walnut St. Residents

London Middlesex housing Corporationmanagers, tenants at 85 Walnut Streetand the London Fire Department gathered to thank four young people, including 9-year-old Muscular Distrophyambassador Owen McGonigal for holdinga bake sale that raised $301.25 for tenants displaced by a fire on October 10.

Left to right: Julia Sheculski, 8 (daughterof Carolyn Sheculski, Manager of educa-tion and Training in London); MatthewProulx, 10; Owen and edwin Swift, 6.

4 Volume 7 Issue 10 December 2013

Seaforth’s AA JennaProuse welcomed babygirl Milan Patricia AnneProuse on November 21,at 8lbs 5oz. Jenna, Dad

Devon and big brotherCalder are all doing well!

What a Blast!The Seaforth Social Committee held theirChristmas event at Grand Bend’s OakwoodInn and Country Club on November 29.everyone had an amazing time with greatfood, lots of dancing and laughs, somethingthey all want to do yearly!

The

WALKING DEADCSA Cindy Stevenson-Fair dressed upfor halloween and should submit this photo to The Walking

Dead.

Client-Driven Care 2014 Awards of Distinction Nomineeseach year the CCAC recognizes staff nominated by peers for living the principlesof Client-Driven Care (CDC) with the Client-Driven Care Awards of Distinction.

There are five award categories — four individual and one team — in recognition of outstanding commitment to the development of health promoting relationships and empowered people.

Congratulations to the nominees and a bigthank you to all nominators.

Individual Client ServicesShirley Bowles, Nurse, Mental Health and

Addictions, Grey/Bruce

Shirley has the ability to facilitate trustingrelationships with students. She is able touncover their attributes and strengths inorder to draw on them to empower the student to become stronger and cope moreeffectively. her presentation is always oneof cohesiveness and cooperation, which hasearned her respect from all the students onher caseload.

Roelie Dank, Administrative Assistant

(AA), Client Services in Woodstock

Roelie always conducts herself in a way thatsupports the health promotion process. Shetakes the time to build a rapport and gain ashared understanding of strengths and op-portunities and believes in partnership andempowerment. She uses active listening tomove to a place of mutual understanding.

Laurie Henderson, Care Coordinator on

the Complex Team, Seaforth

Laurie’s social work and nursing backgroundprovide her with the skills needed to createa special connection with her patients andtheir families. her soft spoken and non-judgmental attitude fosters a collaborativeapproach with her patients, while maintain-ing open and direct communication.

Ann Kirk, In Office Care Coordinator, London

Ann has supported many complex patientsin her daily work. She embraces the challenge of supporting and learning theneeds of the complex patients and the palliative population and is the first point of contact for patients and providers. Annactively listens to patients and addressestheir urgent needs when the Care Coordinator team is not available.

Jennifer Lobban, Client Services

Assistant, Community Independence Team,

Owen Sound

Jennifer works very well with her team andhas shown great initiative in supporting patients and colleagues. She is very caringand professional in her connections with patients and families, taking the time to listen and ensure that she has a clear un-derstanding of their needs. She is seen as aleader in sustaining education and change.

Caroline McWhinney, Care Coordinator

on the Chronic Care Team, London

Caroline demonstrates a keen, knowledge-

able, patient-centered approach with herpatients. She creatively solves difficult patient situations with an open mind andexcellent judgment. her perspective and knowledge consistently assist her colleagues in enhancing client-driven care.

Catherine Cook-Ghesquire, Client Serv-

ices Assistant on the Complex Care Team

Catherine knows the status of all her patients and the needs of the Care Coordinators she supports. She shows understanding to the patients and familiesshe deals with and always goes above andbeyond to provide the attention, supportand care needed for each individual.

Tara Mason, Administrative Assistant on

the Intensive Home Care Team

Tara strives for excellence in her everydaywork and is always polite and respectful toothers. She actively listens to concerns toidentify and connect individuals to the rightsupports in a timely fashion and is able tomake suggestions and changes to ensurepriority needs are met for the team.

Jennifer Morris, Care Coordinator on the

Complex Team, London

Jennifer listens to her patients concerns, offers suggestions and helps families to co-create solutions based on the needs of theindividuals. She works closely with CSSAs,drawing on her networking skills to advo-cate for patient access to community agen-cies or hospital supports, and shares herknowledge with the team and others to en-sure patients receive the best care possible.

Rebecca Nichols, Care Coordinator on the

Children’s Team, Woodstock

Rebecca diligently works to connect with others, taking the time to fully understandand explore each patient situation, includingfamily needs and dynamics. She takes timeto build trust through active listening andreaching out, always working beyond the average to promote the best for her patients.

Lorna O’Neill, Care Coordinator on

the Chronic Care Team, Owen Sound

Lorna practices client-driven care throughactive listening, empathy and a very gentleand compassionate demeanor. She hasbeen a key participant in the Adult Day Program and Assisted Living transitions and works collaboratively with communitypartners. She is a team player who is always willing to share her knowledge andskills with others.

Karen Peat, Care Coordinator on the

Community Independence Team,

Woodstock

Karen believes in empowerment as both aprocess and an outcome. She honors patients by understanding their communica-tion style and level of motivation before shebegins the journey. health promotion andself-management are central to her focusand she consistently builds partnershipswith her patients.

Laura Sheridan, Nurse Practitioner on the

Intensive Home Care Team

Laura provides excellent care to patients. Asa leader in hPC in elgin County, Laura hasembraced a career for managing end-of-lifeexperiences and helping others cope withloss and grief. She has worked with physi-cians in the community and LTC homes andconsulted and collaborated with specialists toprovide optimal care. She has a reliable andsupportive style while working and buildingrelationships with patients and families.

Marian Septer, Care Coordinator, Children’s

Team, Walkerton

Marian is a very caring and compassionateCare Coordinator and a strong advocate forher patients. She always has patients’ bestinterests at heart and works hard to ensurepatient needs are met. She has an opencommunication style and gentle way withpatients and families.

Susan Schellenberger, Care Coordinator

on the London Regional Mental Health

Team, London

Susan consistently demonstrates caring andcompassion for her patients and is a knowl-edgeable and trusted member of the team.She works with community facilities thatmanage mental health populations and buildssupports around patients to ensure a safeand successful transition to the community.

Rachel Thomson, Geriatric Resource Nurse,

Intensive Home Care Team, Walkerton

Rachel’s passion for her work shows in eachinteraction with her patients and their families. She is caring and compassionate bynature and has a strong ethical compass.She is extremely resourceful and is willing tohelp and share her knowledge with others.

Individual OtherHeather Dent, Health Information Coder,

Owen Sound

heather focuses on patient needs first byassisting staff and ensuring that the correctinformation is forwarded to serviceproviders in a timely manner. She is alwaysrespectful, polite and positive and showsmutual respect for everyone in the organization. She takes pride in her workand strives to achieve her goals.

Kim Irwin, Health Records Supervisor,

London

Kim connects with her team and cross portfolio colleagues in a timely and efficientcustomer-focused manner. excelling in service delivery is essential to Kim, and thedata and reports required to support thisexcellence are a critical component shebrings to working group tables. She is atrue team player who is trusted by all.

Rebecca Margeson, Financial Assistant

A/P, London

Rebecca goes the extra mile in her dailytasks and is quick to bring issues to the appropriate person for action. Rebecca hasdeveloped trusting relationships with all departments in the organization based onher knowledge, expertise and her ability toapply discretion and tact.

LeadershipGlenda Dhinsa, Mental Health, Addictions

& NP Manager, London

Glenda exudes passion in her work with theIntensive home Care Team and works tire-lessly to develop collaborative partnershipswith the school boards in the South West.Glenda’s persistence has resulted in thesuccessful implementation of the SWCCAC’s IhCT program in schools, ensuringsupports are available for youth.

Rachel La Bonté, Partnering for Quality

Program Lead, London

Rachel exhibits commitment to customerservice through her creative and flexibleapproach to solving patient problems andempowering them to make decisions. Sheworks tirelessly to prioritize her workloadbased on patient needs and holds herselfaccountable for meeting performance goalsand objectives. Rachel builds effectiveteams by drawing on the strengths of members and encourages them to celebratetheir successes.

Jeni Millian, Client Services Manager, London

Jeni focuses on client-driven care to successfully get patients the right care atthe right time. She encourages open andongoing dialogue between Care Coordina-tors and providers to guarantee excellentcare for patients and is well respected byher team, always treating each memberwith respect and dignity.

Bonita Thompson, Client Services

Manager, London

Bonita is well known for her compassionand high energy level. She is always courteous and helpful to others and ishighly respected by her peers. Bonita consistently puts the interest of patientsfirst and works with team members andservice providers to effectively meet the individual needs of our complex patients.

CitizenshipSheila Nother, Care Coordinator on the

LHSC - UH Team, London

Sheila is a committed fundraiser for individu-als affected by Breast Cancer and mentalhealth issues through her work with theCanadian Breast Cancer Foundation and withStreet Connection. Funds raised are used tosupport research and to help recipients withbasic needs to support their daily living. Todate, Sheila has raised $12,000 for theCanadian Breast Cancer Foundation and ap-proximately $4,000 for Street Connection.

Karen Schneider, Client Services

Assistant, Woodstock

Karen has consistently demonstrated commitment to both the hockey world andalso to the Operation Sharing organizationat a local church in Woodstock through con-sistent volunteering. She also encouragesothers to get involved and in her own special way motivates others to help.

TeamsThe CSA Team for Huron County (Com-plex, Chronic, CI and Children’s): Marg

Anderson, Shelley Bryson, Mary Ann Hath-

away, Merrilyn McBurney, Bev Lecompte

The team is the first point of access when acall comes in to the Seaforth office. TheseCSAs are the “right hand” for the Care Coordinators and assist by answering questions and concerns and by linking patients and families to services. each daythey provide exemplary care for patients,Care Coordinators and each other.

The e-Referral to LTC Homes Implementation Support Team: Kim

Irwin, Carolyn Sheculski, Jacquie Hudson

The team works collaboratively as it supportseach of the 78 individual LTC homes in facilitating the roll out of the e-Referral to LTChomes program. They strive to build trust andmeaning and have found creative solutions tocomplicated issues, solved unique challengesand responded to partners’ needs. They havebeen instrumental in leading the way due totheir willingness to co-create solutions.

The Grey-Bruce Hospice ReferralsTeam: Val McCrae, Diane Becker, Cindy

Stevenson-Fair, Alison Blackwell

The team has been instrumental in support-ing the opening and utilization of the Grey-Bruce Residential hospice. They haveworked diligently to continually improve thequality of service and to foster positive andcollaborative relationships with system part-ners, ensuring seamless care for patients.

The Home First Implementation Team:

Home First Leads and Client Services Team

Members from Victoria Hospital, University

Hospital, St. Thomas Elgin General Hospital,

Parkwood Hospital, Grey Bruce Health

Services, Woodstock General Hospital,

Alexandra Hospital, Tillsonburg District

Memorial Hospital and Complex and Inten-

sive Home Care Team, in addition to team

members from Strategic Planning and

Integration and Business Intelligence

The Implementation team has inspired outstanding collaboration between the SouthWest CCAC and hospital and communitypartners with an intentional focus on client-driven care, resulting in hundreds of patientssuccessfully transferring home. The teamcontinually solves unique challenges by brin-ing new ideas forward, and applies progres-sive and innovative approaches to improvingquality of service, relationships with systempartners and health outcomes for patients.

The Huron Perth Mental Health and Addition Nurses (MHANs): William

Seymour, Michele Speak, Lori MacMillan

The huron Perth MhANs provide mentalhealth and addiction services for students inschools by building trust and developingmeaning to students’ stories. The nurses havebeen instrumental in helping students man-age difficulties with coping and have helpedmany achieve improved feelings of well-beingand ultimately, greater success at school.

The LME Complex Team for implemen-tation of the population-based modelfor LME Complex Patients: Diane Dodge,

Lynda Neil, Jennifer Morris, Sherri Zavitz,

Igor Ilievski, Cindy Beckett, Jesse Bissonette,

Charlotte Sipkema, Charlene Kent, Eric

Keep, Suzana Krstic, Angela Howlett, Cathy

Cook-Ghesquire, Terryl Trevanna, Ruth

Plinke, Kelly Becker, Ashley Locke, Donna

Jordan, Kathy Gelinas, Sarah Clark, Ann Kirk

This team was instrumental in the successfulimplementation of the population-basedmodel for complex patients in the LMe region this year. The group of Care Coordinators and CSAs fully embraced thechallenge with a positive attitude andworked together to ensure a wrap-aroundapproach to care for their patients.

The Rapid Response Nurses: Peggy

Callaghan, Cristina Arends, Carolyn Peters,

Carole McLean, Stacey Blake, Ann Mondoux,

Sarah Murphy, Diane Lockhart, Laurie

Wyllie, Bev Dedman, Michelle Fortney,

Lynn McDonald, Sarah Inglis

Rapid Response Nurses provide clinical expertise to patients who have been identified as needing clinical support to transition from acute care to home. Thesenurses build trust with the patient and caregiver in order to create plans in hospitalfor a successful return and stay at home,ensuring seamless care for patients.

The South West Access Intake ToolWorking Group: Jane Clement-Spurr,

Stephanie Brett, Judy Bossuyt, Karen Geof-

frey, Shirley Hughes, Leanne Baird, Valerie

VanRoessel, Tom Bedard, Andrew Henry

This working group built a trusting relation-ship with the IT team while collaborating onthe development of the South West AccessIntake Tool. Their leadership was demon-strated through the education and supportthey provided to their peers, and the caring,supportive guidance they gave each other.ensuring no one was left on their own, theyworked all shifts and hours to support theirpeers through a successful launch.

The South West Hospital Client ServiceAssistants Team: Roseanne Illman, Gina

Stroud, Sharon Wolfe, Shirley McDougall,

Laura Johnston, Linda Suplat, Lisa Blake,

Michelle Bice, Tina Calic, Laurie Harrington,

Carolyn Attridge, Denise Squires, Megan

Page, Eileen Hagan Wolfe, Dale Breault, Val

Underhill, Amanda McKee, Sue Porter,

Dawn MacMillan

The team demonstrates active listeningthrough phone conversations with patientsand their families and creates a trusting envi-ronment that empowers patients to tell theirstory before connecting them with the appro-priate Care Coordinator. They also demon-strate a collaborative approach in supportingone another with clear communication andknowledge transfer. This sense of collabora-tion extends to include hospital partners,which improves health outcomes of patients.

The Woodstock and area ADP/AL/SHImplementation Team: Donnabeth

Sweetland, Karen Mitchell, Candice

Beselaere, Cheryl Becker

This is a team of pioneers, working throughcollaboration challenges, partnership chal-lenges, and process mapping to move theADP/AL/Sh project forward across the SouthWest. This team co-created the frameworkthat was later rolled out across the entireSouth West through building trust andmeaning with system partners, resulting insuccessful implementation in each county.