Identity Matters

YEAR IN REVIEW 2018/2019

OUR PATIENTS SERVICE EXCELLENCE From childhood throughout the lifespan, we will provide the highest quality of care and connect our patients to the help they need.

OUR PEOPLE

OUR IDENTITY

BEST PLACE TO WORK

CENTRE OF EXCELLENCE

From recruitment through retirement, we will establish HDGH as the best place to work. Our people are our greatest resource.

We will establish HDGH as a Centre of Excellence in Mental Health & Addictions and Rehabilitative Care.

It’s about growing our current & future leaders and listening to the voices of our people.

REFRESHING OUR STRATEGIC PLAN

In the Spring of 2018, the Research and Evaluation Department presented a refreshed Strategic Plan. One of the goals of this refresh was to articulate the plan in a way that enabled our frontline staff to see themselves in and feel ownership of the plan. Key to the process of refreshing the plan was extensive engagement both externally and internally across the organization. Over 250 individuals were consulted through focus groups, online surveys and engagement boards. They were the true voices in this refreshed plan.

The refreshed Strategic Plan remained committed to Our People, Out Patients and Our Identity but it has brought more focus on Service Excellence, being the Best Place to Work and creating the Centres of Excellence in Rehabilitative Care and Mental Health & Addictions.

HOW DO WE ACHIEVE THIS?

HOW DO WE ACHIEVE THIS?

HOW DO WE ACHIEVE THIS?

Providing excellent care and an excellent patient experience, through the use of best practices and continuous quality improvement.

Growing current and future leaders.

Listening and responding to the voices of our people.

Inspiring understanding and trust in our programs and services.

Caring for and about our patients through each transition.

Empowering staff to shape HDGH now and into the future.

Being the cleanest hospital in the province.

Communicating with our patients simply and clearly throughout their care.

Transforming the way we work through technology.

Partnering to create a healthier community.

Advocating for social support and enhanced quality of life ensuring that we are inclusive of the whole person.

Being the safest hospital in the province.

Using resources wisely to support advancement of our vision and mission.

H Ô T E L - D I E U G R A C E H E A LT H C A R E

In 2018, Hôtel-Dieu Grace Healthcare undertook the careful and deliberate process to evaluate its entire HDGH branding and visual identity. With this, the hospital name, programs and services, and slogan did not change. However, after taking a thorough look at the organization and how it came to be represented, the hospital realized that HDGH’s 130-year history of healthcare service delivery in Windsor-Essex was a story that needed to be told - and told proudly.

For over a century, HDGH has been a symbol for health, wellness, grace, hope, faith and love. Its aim is to be a leader in creating a high-functioning integrated healthcare system where patients, staff, community partners and stakeholders all look to the future of healthcare in unison. Decisions made about our own health are the most personal and noteworthy.

A good brand’s primary job is to facilitate trust, and without that, these decisions are hard to make.

No, Windsor’s only community based hospital is not a Starbucks selling the best coffee or Nike pushing the new coolest shoe. HDGH is instead delivering trust, consistent, positive patient-centered care. They aim to recruit the best people with the vision to transform healthcare and cultivate a healthier Windsor/Essex.

A �reat brand is a story that is never completely tolɖ

HONOUR O U R PA ST

EMBRACE OUR PRESENT

SHARE OUR FUTURE

Designed in-house by the HDGH Communications team, the new visual identity presents the organization in a modern, clean design. Each element of our new look is a testament to our longstanding history and places symbolism behind this. Simply put, our new branding was a way to tell our community about who we are and what we do.

Not only has its new looked allowed HDGH to share its history proudly, it has also provided the much needed opportunity to share where the organization started. It has allowed the hospital to clearly define and describe through both visual and written language its five streams of service and representative programs and departments under each stream.

What’s next? The organization’s new look is just as much about HDGH today and tomorrow! The hexagon shape seen throughout the brand identity is known to be the strongest structure in nature (the honeycomb).

Together, the icons align to visually and symbolically form the strength behind our organization and allow for limitless additions and growth.

A video was created to show the development and very careful thought was placed to each element of this new look. Readers are encouraged to watch our Brand Story video, to see exactly why and how the organization’s updated branding was developed.

In conjunction to its Brand Story video, the HDGH communication’s team developed its own brand guidelines to ensure consistency in using the assets of its new branding. This guiding document can be found on the website and clearly shows the “how to” practices of implementing any element of the HDGH brand.

The HDGH communications team has also taken the opportunity to update all hospital brochure content, ensuring that the almost 50 brochures found throughout the organization are all consistently designed and written.

HDGH truly believes that it is its responsibility to ensure the community and the patients serve understand the programs and services offered, how and where they can be accessed. HDGH is not just 1453 Prince Road. It is 744 Ouellette, The Crisis and Mental Wellness Centre, it is the Windsor and Chatham ACT Teams and 3520 Dougall Ave. Residential Rehab. It was never JUST about location. As the hospital continues to grow and evolve, services will be delivered outside of hospital walls, in and around the community where people need service most.

Since its brand launch in April of 2018, HDGH has had the opportunity to use the new look in so many fun and creative ways. The hospital celebrated its 130th anniversary in October, which allowed for a report to the community on the many ways HDGH has changed lives for well over a century. It also brought the organization together in celebrating the important milestone, allowing staff, volunteers, community partners and visitors to sign its 130 birthday banners, currently proudly hanging on various walls around the 1453 campus.

Today, the new HDGH look is carried through web design, social media content, traditional advertising, swag and internal and external signage.

FROM THE OFFICE OF

Vice President External Affairs Executive Director, Changing Lives Together Foundation T: 519.257.5111 x74107 | C: 519.919.0033

B R A N D

1453 Prince Rd, Windsor ON N9C 3Z4 | 519.257.5711 www.HDGH.org

PA R K I N G PA S S

E X P I R E S J U LY 2 0 1 9

DO NOT VISIT IF YOU ARE ILL

If you have a cold or flu-like sumptoms such as fever, runny nose, cough or muscle aches, please do not visit until your symptoms are gone.

STOP & SANITIZE

Clean your hands before and after each visit.

Alcohol based hand rub is conveniently located for your use.

THANK YOU FOR YOUR CO-OPERATION

B I AG I O ( B I L L ) M A R R A Vice President, External Affairs Executive Director, Changing Lives Together Foundation T: 519.257.5111 ext. 74107 bill.marra@HDGH.org

C: 519.919.0033

1453 Prince Rd, Windsor ON N9C 3Z4 | www.HDGH.org

C H I L D R E N & Y O U T H M E N TA L H E A LT H

Crisis & Safety Information: For immediate risk to self or others, please proceed to Emergency at Windsor Regional Hospital, Metropolitan Campus (ages 0-15) Ouellette Campus (ages 16+). For urgent matters, please visit our Walk-In Clinic which is open Mon, Tue, Thurs, from 12-6pm.

CHANGING LIVES TOGETHER

RCC | HUOT BUILDING

1453 Prince Rd, Windsor ON, N9C 3Z4 | T:519.257.5711 | www.HDGH.org

3901 Connaught, Windsor ON N9C 4H4 | www.HDGH.org

ADDITIONAL SERVICES CONNAUGHT AVE.

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Transportation Costs Costs for transportation PROGRAM HOURS: are at the expense of the patient, including for medical Monday - Friday 8:30 a.m. tothose 4:30 p.m. appointments, pre or post follow-up Services will be unavailable from appointments, general appointments, 12:00 p.m. to 1:00 p.m. each day transportation for passes and any/or all LOCATION: other transportation not directed by Withdrawal Management HDGH. Some insuranceCentre providers may 3740 Connaught Ave. provide coverage for this service. It is the Windsor, Ontario N9C 2C2 responsibility of the patient or family to checkSMOKING with insurance NO ORproviders.

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519.257.5125 ext. 2 Fax 519.257.5296

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Hôtel-Dieu Grace Healthcare 1453 Prince Road.

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CONNAUGHT AVE. 519.257.5111 ext. 72525 Fax 519.257.5277

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by HDGH. and the privacy of all patients. insurance providers may provide coverage for this service. It is the responsibility of the patient HDGH or familyLOCATION: to check with insurance providers.

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Parking Windsor Ontario, N9C 3Z4

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ADDITIONAL SERVICES

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Toldo Neurobehavioural Institute CPH 3rd floor

Dr. Fouad Tayfour Regional Rehabilitation Centre

Parking is available in Parking Lot D for visitors utilizing the ‘Pay and Display’ method.

NO SMOKING OR VAPING Machines on campus accept coins or Visa/MasterCard.

Monthly passes and individual tokens are HDGH scentCashier’s safe facility availableisata the Off ice in the Dr. Fouad Tayfour Regional Rehabilitation 519.257.5111 Centre (Tayfour Building) located at the front of our campus. The Cashier’s Off ice ADDITIONAL hours of operationSERVICES are Monday - Friday For more information, a HDGH Patient 8:30 a.m.

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The Cashier’s Off ice hours of document are available upon request. operation are: Monday - Friday 8:30 a.m. - 4:30 p.m. Unused parking tokens can be returned to the cashier’s office for refund.

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GLENFIELD ST.

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PATIENT & FAMILY ADVISORY COUNCIL

COST Cardiac Wellness services at HDGH are funded by the Ministry of Health and Long-Term Care.

Services are provided without direct costs upon presentation a valid OHIP card.2019 © HDGH | Hôtel-Dieu of Grace Healthcare APRIL 6219 COM C23

COST

PATIENT & FAMILY ADVISORY COUNCIL

COST

Dual Diagnosis Consultation program at HDGH is funded by the Ministry of Health and LongTerm Care. Services are provided at no cost to you upon presentation of a valid OHIP card.

1453©PRINCE ROAD,Grace WINDSOR, ON HDGH | Hôtel-Dieu Healthcare FEBRUARY 2019

PATIENT & FAMILY ADVISORY COUNCIL

1453©PRINCE ROAD,Grace WINDSOR, ON HDGH | Hôtel-Dieu Healthcare FEBRUARY 2019 6192 COM C23

TA L K

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LOCATION:

Regional Children’s Centre The George Albert Huot Building and The Glengarda Building 3901 Connaught St., Windsor, Ontario N9C 4H4

NO SMOKING OR VAPING on campus

HDGH is a scent safe facility

ADDITIONAL SERVICES

Accessible formats or translations for this document are available upon request.

PATIENT & FAMILY ADVISORY COUNCIL

CONNAUGHT AVE.

1453©PRINCE ROAD,Grace WINDSOR, ON HDGH | Hôtel-Dieu Healthcare ST. FEBRUARY 2019 GLENFIELD

6182 COM C23

Monday – Thursday 8:30 a.m. to 8:00 p.m.

Friday 8:30 a.m. to 4:30 p.m.

PATIENT & FAMILY ADVISORY COUNCIL

CONNAUGHT AVE.

1453 ©PRINCE ROAD, Grace WINDSOR, ON GLENFIELD HDGH | Hôtel-Dieu Healthcare ST. FEBRUARY 2019

The George Albert Huot Building Glengarda Building

PROGRAM HOURS:

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COUNCIL

COUNCIL CONNAUGHT AVE.

CARING ABOUT YOUR SAFETY

CHILD R E N & YO U T H PALLIATIVE M E N TA L H ECARE A LT H

Dr. Y. Emara Centre CARE for Healthy Aging and Mobility

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WAAOS at HDGH are funded by the Ministry of Health and Long-Term Care.

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PATIENT & FAMILY ADVISORY

A S K , L I S TCOMPLEX EN & PA L L I A T I V E MEDICAL CARE Safety starts with good communication.

Help us keep you safe by practicing good communication.

VISITING HOURS:

PRINCE RD.

www.hdgh.org/YourExperienceMatters

ARRIVING AT DUAL DIAGNOSIS M E N TA L H E A LT H &CONSULTATION ADDICTIONS

Parking Limited complimentary parking is available in Parking Lot K in front of the Withdrawal Management PROGRAM HOURS: Centre for clients and visitors.

Parking LottoK4:00 canp.m. be accessed Monday - Friday 8:00 a.m. off of Connaught Ave. Use the side entrance for WAAOS access.

LOCATION:

HDGH

PRINCE RD.

Additional comments and/or suggestions may be left online through our “We’re Listening” form.

OFFSITE SERVICES:

The environment at which offsite services are offered must be conducive to providing the appropriate referred services.

ARRIVING AT M E N TA L CARDIAC H E A LT H & A D DWELLNESS ICTIONS

Parking Parking is available in Parking Lot B for clients and visitors utilizing the ‘Pay HOURS OFmethod.

OPERATION: and Display’ Machines accept Monday Friday 8:00 a.m. to 4:00 p.m. passes coins or- Visa/MasterCard.

Monthly and individual tokens are available at the LOCATION: Cashier’s Off ice in the Dr. Fouad Tayfour Hôtel-Dieu Grace Healthcare Regional Rehabilitation Centre located 1453 at thePrince frontRd. of our campus. The Cashier’s Windsor, ON N9C 3Z4 Off ice hours of operation are MondayFriday 8:30Satellite a.m. – Site 4:30 p.m. Any unused Leamington parking tokens can be returned to the Available upon request Cashier’s Off ice for refund.

NO SMOKING OR VAPING

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OUR R E COMMITMENT H A B I L I TA T I V E CARE TO YOU

PRINCE RD.

Patient Advocate Hôtel-Dieu Grace Healthcare 1453 Prince Road Windsor, Ontario N9C 3Z4

HDGH

PRINCE RD.

OUR VALUES Respect • Teamwork Compassion • Social Responsibility

To contact the Patient Advocate please call extension 74404, email Patient.Advocate@hdgh.org, or write to:

ARRIVING AT C O R P O R AT E S E RV I C E S

Parking Parking is available in Parking Lot M for LOCATION: visitors utilizing the ‘Pay and Display’ method.

Hôtel-Dieu Grace coins Healthcare Machines accept or Visa/MasterCard.

1453 Princepasses Road.and individual tokens are Monthly Windsor Ontario, N9C 3Z4 available at the Cashier’s Off ice in the Tayfour Building located atOR the VAPING front of our campus.

NO SMOKING on campus The Cashier’s Off ice hours of operation are Monday-Friday 8:30 a.m. – 4:30 p.m.

HDGH is a scent safe facility Unused parking tokens can be returned to the cashier’s office for refund.

519.257.5111

PRINCE RD.

OUR VISION A trusted leader transforming healthcare and cultivating a healthier community.

There may be times when you or your family members need help f inding information or voicing a concern. The Patient Advocate is available to all patients, families and community members who have questions, compliments, concerns, and feedback.

PRINCE RD.

PAT I E N T A DVO CAT E

OUR MISSION The Mission of HDGH is to serve the healthcare needs of our community including those who are vulnerable and/ or marginalized in any way be it, physically, socially, or mentally. As a Catholic sponsored healthcare organization, we provide patient-centred care treating the body, mind, and spirit. We do this by providing holistic, compassionate and innovative care to those we serve.

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1453©PRINCE ROAD,Grace WINDSOR, ON HDGH | Hôtel-Dieu Healthcare ST. FEBRUARY 2019 GLENFIELD 6176 COM C23

1453 PRINCE ON © HDGH | ROAD, Hôtel-DieuWINDSOR, Grace Healthcare APRIL 2019

1453 PRINCE ROAD, WINDSOR, ON

6218 COM C23

COMPLEX MEDICAL & PALLIATIVE CARE

REHABILITATIVE CARE

HDGH has a number of Rehabilitation programs and services that aim to assist patients in restoring their functional ability and reach their highest level of independence after encountering a catastrophic health event such as an acquired brain injury, cardiac event, stroke, bone break, etc. Through inpatient, outpatient, and community outreach formats, an inter-professional healthcare team works with patients to support personal goals, as well as physical, cognitive, and social needs.

To f ind out more please contact 519.257.5111

M E N TA L H E A LT H & ADDICTIONS

HDGH works tirelessly to achieve the reality of becoming our region’s Centre of Excellence for Mental Health. Through inpatient, outpatient, and community outreach programs, HDGH works with patients and clients with persistent and/or severe mental health issues, those in crisis, and those battling many forms of addiction.

HDGH’s Complex Medical Care (CMC) program provides restorative care for patients who no longer require services in an acute care hospital but because of their care needs require continuation of their rehabilitative journey in a safe environment with medical care oversight. An inter-professional healthcare team assists patients with setting goals, medical needs and working to improve their independence by increasing strength, mobility, and endurance to better manage daily activities and to return to the community.

CHILDREN & YOUTH M E N TA L H E A LT H

HDGH’s Mental Health and Addictions programs offer a range of treatment approaches to assist individuals with the unique symptoms and challenges of their illness, promote personal growth, and enhance quality of life.

Through our Palliative Care program, HDGH supports patients who are within the last phase of a life limiting illness, transition through end of life with comfort and dignity. Our Palliative Care program is designed to help patients and families feel and stay as comfortable and peaceful as possible.

HDGH offers comprehensive child and youth mental health services through our Regional Children’s Centre (RCC). An accredited children’s mental health agency funded by the Ministry of Children and Youth Services, RCC serves children, youth, and their families who are dealing with social, emotional, developmental, and/or behavioural challenges. RCC offers a variety of crisis stabilization, diagnostic, assessment, treatment, and consultative services in an on-site out-patient, and residential format, designed to promote healthy functioning within the home, school, and community.

To f ind out more please contact 519.257.5111

To f ind out more please contact 519.257.5111

To f ind out more please contact 519.257.5288

The Past Inspires

Hospitals have become increasingly more aware of the positive impact that art and education have on wellness for patients. Hospitals, in general, are now becoming interested in proudly telling their history, role in the community and future partnering and growth endeavors.

For HDGH, its branding work began this process, but the continued work in showcasing its rich history and heritage through visual display, collecting details of the organization’s history, is an ongoing process.

In 2017, HDGH welcomed University of Windsor MBA student, Nicole Hutchinson, who developed “The HDGH Heritage and Master Plan.” The plan has since

helped guide HDGH in designing and implementing an exhibit that communicates its extensive history, educating the public on our involvement in the community, highlights the efforts of its founders and illustrates the amalgamations of IODE, Grace Hospital and HôtelDieu as one organization.

In addition to the HDGH Heritage Wall, Nicole has been working hard to archive, preserve and display artifacts.

She is also working closely with the former Grace Hospital Alumni as well as local writer Marty Gervais on the completion for a book highlighting the 100th Anniversary of Grace Hospital. The story never ends….

Today, plans are underway for the HDGH Heritage Wall that will line the main corridor in the Tayfour Building. Design has been conf irmed and Nicole, along side the HDGH Communications Team, will be working closely with local Marketing f irm HCA Mindbox in ensuring its rich history truly comes to life.

As the HDGH brand continues to grow, one thing is certainly true, a brand is only as strong its people.

The HDGH staff, volunteers and physicians continuously connect its refreshed brand in its most meaningful way - through the outstanding care they deliver to patients, clients and community as a whole.

Thank you to our sponsors

CATHOLIC HOSPITALS WERE FOUNDED BY RELIGIOUS INSTITUTIONS IN ORDER TO CONTINUE THE HEALING MISSION OF THE CHURCH.

Today, faith-based care remains a vibrant part of the healthcare system. What it means to be a Catholic healthcare provider today is to have a distinct spiritual vision, mission and culture. It sees healing as more than simply healing the body and recognizes the interrelationship between the body, mind and spirit.

As a Catholic Sponsored Healthcare organization, HĂ´tel-Dieu Grace Healthcare (HDGH) would like to extend its most profound gratitude to its sponsors, Catholic Health International (CHI). CHI continues to ensure an enduring Catholic presence in healthcare organizations like HDGH. Your guidance and support continue to help HDGH to reflect upon, appreciate, celebrate and build upon the work occurring on a daily basis in the organization. CHI both inspires and reminds HDGH to remain true to its Mission and provide care with respect, dignity and compassion. CHI entrusts upon HDGH to perpetuate the healing ministries of Jesus and that the gift of life is sacred and unbreakable through all of our journeys.

CHI continues to ensure an enduring Catholic presence in healthcare organizations like HDGH.

In 2016, Hôtel-Dieu Grace Healthcare further strengthened its longstanding commitment and involvement with the Windsor-Essex Community by forming its own non-prof it, registered charity Foundation. The Changing Lives Together Foundation (CLTF) is a fundraising arm of HDGH and works to support the hospital with funding equipment and needs for services not funded by the Ministry of Health and Long-Term Care. The fundraising dollars raised through the CLTF give HDGH healthcare professionals the tools to serve the healthcare needs of our community and patients.

Anticipating the hospital’s brand refresh, the CLTF went through their own visual updates with a refreshed look at the end of 2017. Collateral, logo and connection to the CLTF gifting function to the hospital was made with its updated look that would soon compliment the hospital brand refresh the following April.

The CLTF’s fundraising strategy operates via four primary appeals 1. Annual Giving (Spring mailing, Tree of Lights Campaign, Staff Giving Campaign for example) 2. Events (including four signature events and 3rd party events) 3. Major Gifts and 4. Planned Giving.

Description

Fiscal Y 17-18

Annual Giving

$ 86,165

Events

$ 543,845

Major Gifts

$ 413,207

Planned Giving

$ 118,627

TH ANNUAL

THE CLTF hosts four signature events annually that in 2017/2018 generated $525,609 to support patient care at HDGH. These include The Heartbreaker Challenge, The Bob Probert Ride, Charity Golf Classic and The Big Night Gala. All four events are unique and attract a specif ic donor base. Their popularity continues to grow, as the CLTF team continue with their professional seamless execution and creatively leverage the power of social media as part of their event marketing strategy.

E GR AC IN L-D IEU HÔ TE HI P WI TH C. RS FIT IN G VE IN RT NE BE NE IN PA WE LO CA RE E ON ES HE ALTH UR OF TH HO NO

GO LF ES SE X TR Y & CO UN LL E , LA SA

CL UB

N I G H T

G A L A

CORPORATE EVENTS In addition to organizing and presenting fundraising events for the CLTF, the development staff help make a number of hospital initiatives on and off campus possible. As one of our three strategic drivers, the importance of ensuring “Our People� are connected, supported and engaged through campus initiatives is of high importance.

Some of these include events, such as the Annual Evening of Service, the HDGH Employee Health and Safety Fair, Christmas Luncheons as well as Staff Appreciation Week that saw a positive turnout in its inaugural year.

Quarter

Attendance Tally

First

919

Second

2275

Third

495

Fourth

6102

Total

9791

STAFF WEEK

TREE OF LIGHTS

KIDS CHRISTMAS

F A M I LY FUED

SAFETY WEEK

BIG NIGHT GALA

CMC TEAM

B AC K PAC K FOR KIDS

International Retreat at HDGH In October of 2018, HDGH hosted its Catholic Sponsors, Catholic Health International (CHI) for a four-day retreat. CHI members traveled from both the US and Canada, to visit HDGH, most for the first time. During the weeklong event, Bishop Ronald Fabbro led the Board of Director Commissioning Ceremony as well as a mass for the visitors. The group explored Windsor-Essex for all it has to offer as well as taking part in a day long-workshop hearing from the HDGH Palliative Care team.

H I LT O N G O M E S & E M I LY W A R L O C K

In 2018 our Eucharistic Ministers gave 8,428 Holy Communion to our Patients and visited 4,915 patients.

As Windsor’s only faith-based hospital, Spiritual Care Services are provided in many different ways at HDGH. Chaplain Hilton Gomes and Spiritual Care Assistant Emily Warlock are always available to offer respect, dignity and compassion to patients and families in both inpatient and outpatient programs.

Emily and Hilton provide a weekly multi-faith service to patients and families and also lead various religious celebrations throughout the year. Some of these include blessings for Ash Wednesday, Memorial Services, St. Joseph’s Day Mass, and an Interfaith Thanksgiving Service where the hospital also welcomes Muslim, Anglican, Catholic and Protestant faith leaders.

HDGH’s approach to spiritual care is a holistic one that addresses the needs of the mind, body and spirit. It recognizes that healthcare involves treating the whole person and that spiritual wellbeing can help improve health and quality of life.

In 2018, the Spiritual Care team saw each new admission within 48 hours in both Emara and Tayfour Buildings. They also increased their presence to include HDGH’s Regional Children’s Centre, Withdrawal Management and Inpatient Mental Health at the Toldo Neurobehavioural Institute.

HDGH’s Spiritual Care team held its first annual retreat in Oxley (Holy Family Retreat House) with its Eucharistic Ministers and also increased support to our Eucharistic Ministers to include afternoon coverage.

The HDGH Spiritual Care team recognizes that staff often need the spiritual support and guidance to continue delivering patient-centered care. As such, they have made time available for staff visits affirming an individual’s inherent dignity and value to themselves, the organization and the patients they serve. To ensure HDGH staff recognize the importance of this, a free workshop was delivered in partnership with Windsor Chapel Funeral Homes in June of 2018, where Dr. William Hoy, Clinical Professor of Medical Humanities at Baylor University addressed steps to mitigate effects of stressful events on our caregiving professionals.

VOLUNTEER

HĂ´tel-Dieu Grace Healthcare has 611 active volunteers

HDGH volunteers give their time in a variety of unique ways including, but not limited to: hospital greeters on patient floors, staff ing the gift shops and coffee bars, spiritual care and events. HDGH volunteers range from ages 15-92 and have contributed more than 52,000 hours of service. In addition to the over 611 active volunteers, there are also 274 applicants in the process of completing the necessary process of being placed as a volunteer at HDGH. In December of 2018, the HDGH Volunteer Services team implemented a new volunteer opportunity in the Dr. Y. Emara Centre for Healthy Aging and Mobility to assist patients at mealtime. The team worked with both HDGH Dietitians as well as Unit Managers to assist patients with mealtimes. These volunteers help patients open items on their tray and remind patients of the importance of eating and nutrition as part of their recovery.

HDGH GIFT SHOPS HDGH GIFT SHOPS ARE LOCATED AT BOTH TAYFOUR AND EMARA BUILDINGS.

In 2017, combined revenue generated by HDGH Gift shops and Coffee Bars was $124,274.00 while $148,838.32 in 2018.

This revenue is donated back annually to HDGH through its Volunteer Association. These funds will go to equipment needs.

Both gift shops continue to be a popular shopping destination for patients, visitors and HDGH staff. The HDGH purchasing team is always looking to include new and exciting merchandise to encourage a constant flow of traff ic and steady prof its. In 2018, new gift shop merchandise included patient care items such as non-slip socks and reachers.

Both Tayfour and Emara now opened daily thanks to a dedicated group of volunteers that ensure both locations are fully stocked, organized and managed.

VOLUNTEER COFFEE BARS To ensure both patients and visitors have a food and beverage option while HDGH cafeterias are closed, the hospital operates volunteer-run coffee bars. A new partnership between TRIOS College and New Beginnings has allowed these coffee bars hours to increase in 2018. The Volunteer Services departments offers a student placement of combined coffee bar hours with other areas of the hospital. The students enjoy the benef it of interacting with patients and their families in varying roles that include nursing aid, spiritual support and gift shops.

Coffee bar volunteers have also embraced an update to its scheduling software that enables more eff icient scheduling and notif ication.

From June to December of 2018, coffee bars experienced an increase of 12% in sales. Now that’s something to raise a cup to.

Cheers!

STUDENT PLACEMENTS

HDGH’s goal for student placements is to do all that it can to make successful placements occur.

This includes a placement that is fulf illing, enriched in education and learning, safe and benef icial to not only the student, but the organization and our patients. The more successful placements that occur, the more placements HDGH is able to offer to the healthcare leaders of tomorrow.

As of December 2018 new placements included:

Respiratory Therapy

24

School relationship

Paramedic

41

School relationship

MBA

6

School relationship

Community Service Worker

3

School relationship

Masters Nursing students

5

School relationship

OT/PT Assistants

3

School relationship

The below chart indicates where increases occurred in student placement over 2018:

Co-op

10%

School curriculum and past HDGH placements success

OT & PT

60%

Past HDGH placement experience success

Child & Youth Worker

28%

St. Clair College increased student numbers

Nursing student placements (YTD 290 vs 335 last YTD) continue to be the largest type of student placements. Overall nursing student placements YTD have decreased due to the last double cohort f iltering through at St. Clair College. The College now only has f irst year students begin once a year instead of two times per year. University of Windsor numbers have remained consistent.

In 2019, Volunteer Services plan on continuing work with both The University of Windsor and St. Clair College to streamline the intake process for HDGH placements by attending regular meetings and ensuring the team is up to date with each other’s requirements.

& EVALUATION

4 ENVIRONMENT SCANS

2018 In Review

transfer and education (KTE) to benef it residents across the region.

CENTRES OF EXCELLENCE The Department of Research and Evaluation Services focuses on providing research services to HDGH programs and plays a fundamental role in supporting the overarching Corporate Strategy of developing

a Centre of Excellence in HDGH’s Mental Health & Addictions and Rehabilitative Care.

Developing HDGH as a Centre of Excellence in Mental Health & Addictions has been ongoing work for the organization as well as this team. They continue to support the organization change initiative towards this important designation

through community engagement, leadership, staff engagement, research/ environmental scanning and strategic planning.

Work began in the Fall of 2018 to becoming a Centre of Excellence in Rehabilitative Care.

To date, research and environmental scanning has occurred with the intention of moving this successfully along in 2019.

D E PA RT M E N T O F R E S E A R C H & EVALUATION SERVICES

45 PLANNING

& PMO PROJECTS

RESEARCH

& EVALUATION

8 STUDENTS

The Department of Research and Evaluation Services at Hôtel-Dieu Grace Healthcare (HDGH) promotes excellence in every care experience by integrating research, evaluation and evidence into practice. The team of f ive does this by providing services to support our employees, physicians and aff iliated researchers in conducting research, evaluation and knowledge

P R O J E C T S

KTE PROJECTS BUILT A BETTER CLIENT

JOURNEY

FOR RCC CLIENTS AND FAMILIES

PUBLICATION

9VOLUNTEERS

$220,000 RELATED REVENUE

LITERATURE

REVIEWS

FINANCE Using Resources Wisely

Using its resources effectively is the daily work of the HDGH Finance team. Whether it be educating a new manager on common hospital f inance terms, sending reports on overtime by department, having one-on-one budget meetings, meeting with the Erie St. Clair Local Health Integration Network (ESC LHIN) to review volume statistic or presenting the f inancial statements to the Finance and Audit Committee, the work of the Finance team varies and is certainly a critical function of a successfully run hospital.

A large part of using resources wisely comes in form of education. For our HDGH Finance team this largely by ensuring f inancial and data literacy is fostered throughout our organization so that EVERYONE understands how they effectively contribute to HDGH receiving value for money spent.

Our HDGH Finance team works closely with operations management through the development of business cases, brief ing notes and what-if analysis. They have also developed an in-house internal audit program that helps to identify weakness in various processes and therefore opportunity to be even more f iscally responsible. The team also ensures all 1,100 plus of our HDGH people are paid accurately and of course, on time.

In 2017/2018 HDGH is operating a $2,218,000 surplus. In 2019/20120, HDGH will be undergoing a complete transformation of its Health Information System (HIS). This includes moving towards an electronic system that collects, stores, manages and transmits a patient’s medical record. As part of our overall planning towards the future investment of the HIS, the organization restricted all 2017/18 surplus dollars towards its future capital needs.

2017-18 | OPERATING EXPENSES EXCLUDING ONE TIME AND NET BUILDING DEPRECIATION (000’S) Medical & Surgical Supplies 1%

Salaries and Purchased Services 62%

Depreciation 1%

Employee Benef its 15%

Supplies & Facilities 18%

Medical Staff 2%

2017-18 | OPERATING REVENUES EXCLUDING ONE TIME (000’S)

Ontario Ministry of Health and Long-Term Care 62%

Grant Amortization 0%

Drugs & Medical Gases 1%

Other Patient Revenue 2% Ontario Ministry of Children & Youth Services 10% Other Revenues and Recoveries 4%

SAFETY

WORKPLACE VIOLENCE PREVENTION COMMITTEE

HDGH’s work on safety has been ongoing, even before arriving to its West-End campus. It started more than a decade ago, but over the last five years has accelerated in recognizing its extreme importance.

care in its hospital, staff must feel like they are safe in the organization.

HDGH has had a consistent approach with this work from its Board of Directors to frontline staff. During the 2018 Strategic Plan Refresh, its Board of Directors endorsed the statement and one of its strategic goals to be the Safest Hospital in Ontario.

The hospital expects and encourages all 1,100 plus staff to report incidents where they personally experience or witness unsafe behavior. They will see this message throughout the hospital on posters hung in their staff areas boldly stating “IT HURTS TO BE QUIET… REPORT IT,” encouraging the use of its internal Safety Reporting System.

At HDGH extreme priority is placed on staff and patient safety. The organization doesn’t believe you have to sacrif ice one for the other. For its patients to receive the safest possible

HDGH instills a commitment to a positive culture, which is inclusive of a safety culture.

In early March of 2019, HDGH hosted a media event highlighting

ZERO TOLERANCE STARTS WITH YOU!

its safety work to date. Emphasis was drawn to its very public awareness campaign, where patients, visitors and staff can see its safety messages stressed in visible locations throughout HDGH buildings. This includes elevators wraps reminding of the organization’s Zero Tolerance for Violence policy and the newly adorned three-story exterior building banner emphasizing the same message.

To come, HDGH will complete a four-part video series titled “Awareness Keeps You Safe” that highlights precautions to take in Code Lockdown – Violent Person with a Weapon, Patient/Family Violence, Domestic Violence and Worker to Worker Violence.

O U R H E A LT H C A R E W O R K E R S !

SAFETY Along with its safety awareness campaign, HDGH will also be looking to bring its security team in house.

When this occurs, HDGH will be responsible for the human resources of this group which will result in hiring and retaining high quality, value driven individuals. HDGH will also be responsible for the ongoing training related to its security personnel. This will allow HDGH to provide specialized, program specific training.

Safety is everyone’s business. Its vision to cultivate a healthier community begins inward. HDGH will continue to cement this ensuring the organization’s committed to safety and to being a violence free workplace is sustained for many years to come.

Safety isn’t just a word at HDGH, it’s a very important and necessary action

HDGH is a leader because of this campaign..

All hospitals should have to do this

HOSPITAL IN ONTARIO According to Globe and Mail Health Reporter Carly Wee, more than 220,000 Canadians develop infections during their hospital stay annually. This on average kill 22 patients every day. A hospital’s Environmental Services (ES) team are often the “gatekeepers” against the bugs causing these deadly infections and should be recognized as an incredibly important patient safety initiative.

To help control this deadly problem HDGH’s Environmental Services (ES) Team have made one bold statement; a statement the team is determined to prove over the next few years.

The goal to become the Cleanest Hospital in Ontario was developed with HDGH’s ES Focus Group before establishing their Unit Based Council (UBC) team in 2017. The team developed the catchy tag line “Mission Possible: Cleanest Hospital in Ontario” to show the importance of the ES team and the work that they do. Each day, the HDGH ES team continues to strive to be the best in all levels, especially when it comes to hospital cleanliness recognizing the important part they play in the continuum of care.

The ES UBC team has been working on this initiative for a few years. The team has collaborated with Public Health Ontario (PHO) and done

700,000

SQUARE FEET

300

PATIENT ROOMS

550 WASHROOMS

internal reviews of cleaning policies and procedures.

HDGH follows the principals and guidelines set out by PHO and their PIDAC document. Through partnerships with PHO members and review done by our own frontline team, the team has updated cleaning policies and procedures to not only ensure they meet PIDAC standards but exceed those standards. Frontline involvement through this process has been key to its successes.

Working closely with HDGH’s Project Management Off ice, the ES staff continue to work together in developing standards to measure the Cleanest Hospital in Ontario target. The mission is to prove that HDGH is in fact the cleanest hospital in Ontario and will ensure to have measures to support this bold statement.

The HDGH Environmental Service department truly cares about its patients, families, colleagues and visitors. They touch every inch of HDGH, which includes over 700,000 square feet, just under 300 patient room, 550 washrooms, 250 off ices, 2 cafeterias, main lobbies, hallways and tunnel. They know that a patient’s life could very well depend on the important role that they play in healthcare service delivery and look forward to report on the successful completion of their goal with HDGH being Ontario’s Cleanest Hospital.

250 OFFICES

2 CAFETERIAS

MAIN LOBBIES HALLWAYS & TUNNELS... OH MY!

PARTNERING TO CREATE A HEALTHIER COMMUNITY If they have learned one thing over the last f ive years as the region’s only community-based hospital it is that its vision to transform healthcare and create a healthier community cannot be done alone. The hospital knows that it is impossible to achieve this vision or remain patient and family-centered without the incredible work done not only internally by its amazing people, but externally, through our valued community partners.

As our system continues to grow and evolve, continued funding pressures also remain constant and organizations like HDGH, have needed to be creative with how best to deliver much-needed services to the Windsor-Essex community.

December of 2018 saw the off icial grand opening of the Crisis and Mental Wellness Centre operated at 744 Ouellette in the TSC building. The programs are offered in partnership with The Canadian Mental Health Association – Windsor Essex County Branch and is a true example of organizations coming together to serve of our community’s most vulnerable. A one-stop-shop for mental health services, those 16 years and older can walk in and receive immediate mental health assessment.

In January of 2018, TSC welcomed over 20 crisis workers from CMHA’s walk-in program and HDGH’s Community Crisis Centre. Under the coordinated access model clients are clearly advised of next steps for their care and be followed by a Crisis and Mental Wellness Centre staff member until in the hands of the next service provider.

HDGH AND CMHA WECB PARTNERSHIP EXPANSION After entering a formal Memorandum of Understanding agreement fives year prior, in March of 2019 both organizations announced the expansion of its partnership with the announcement that Claudia den Boer is joining the HDGH Leadership Team as the Executive Lead for Community Mental Health Services. In this new role, Claudia would remain CEO of CMHA WECB but will also oversee all HDGH community mental health programming.

Over the next while, Claudia will specif ically look at how the two organizations can better improve satisfaction with care experience from both patient/client and family perspective through the Crisis and Mental Wellness Centre. She will also work on increased prevention and promotion of mental wellness that aims to minimize the need for acute care admission and maximize access to community-base care like that of the Crisis and Mental Wellness Centre.

The Mobile Outreach and SupportTeam supports those who are street involved and who may need direction on housing, personal care, mental health and additions.

THE MOBILE OUTREACH SUPPORT TEAM (MOST) A collaboration between HĂ´tel-Dieu Grace Healthcare (HDGH), Family Services Windsor-Essex (FSWE), Canadian Mental Health Association Windsor-Essex County Branch (CMHA WECB) and Assisted Living Southwestern Ontario (ALSO) took to the road January 31, 2019 looking to change the way people receive mental health and addiction support.

The Mobile Outreach and Support Team or MOST, consists of a Driver trained to support those with physical disabilities, Outreach Worker, and Social Worker. The team provides a mix of supports including basic care needs, assertive outreach, advocacy and linkages to community supports.

While currently a six-month pilot, the MOST team is a true example of what happens when partners come together for the betterment of our community.

ProsperUs is a collective of non-prof it, government, healthcare, education, labour, business, and inspired residents with a shared vision of a prosperous Windsor-Essex County where every young person has the opportunity and support to succeed from cradle to career.

ProsperUS is about collective impact, a whole community coming together to create opportunities for our children and youth. HDGH President and CEO Janice Kaffer, co-chairs this initiative and has committed f inancial, time and human talent/resources from HDGH.

WWW.WEUNLOCKPOTENTIAL.COM

YOU’RE UNITING THE WAY In addition to working closely with partners on the development of new and effective community –based programs for some of our most vulnerable members, HDGH’s more than 1,100 people also offer both time and f inances to support those in need.

Through our annual United Way staff giving campaign HDGH has raised more than $100,000 for our local United Way Centraide. This year’s Christmas luncheon not only saw staff laughing and sharing time together over a wholesome holiday lunch, $1,300 were given to both the Downtown Mission and Assisted Living Southwestern Ontario (ALSO).

IN HONOUR OF THE ONES WE LOVE INC. Contributing over 20 years of fundraising and community support, local non-prof it In Honour of the Ones We Love Inc. have been devoted and generous partners to Hôtel-Dieu Grace Healthcare. Through their passion, dedication and ultimate drive to make a patient’s and their loved ones’ journey one full of compassion and support, the group has supported HDGH in a variety of ways.

As a sponsor, In Honour has supported HDGH signature events such as The Big Night Gala raising funds for Adult Mental Health. As partners in presenting events, In Honour has teamed with HDGH on unique and successful events such as 2019’s inaugural International Women’s Day Event and November’s Wine and Dine Tour supporting women’s mental health and RCC children’s breakfast programs at HDGH. Along with partnering with HDGH in hosting events, the team at In Honour is active in hosting their own successful events that designate funds to HDGH. It’s annual Steak Dinner is a great example of this. They have supported initiatives here on campus such as the Kids Beating Cancer Honourable Little Ninjas martial arts program for children and their supportive siblings who are living with a life-threatening illness or disability, the renovation of the Dr. Y Emara Building’s gift shop and cafeteria making it possible for HDGH to provide breakfast and lunch in a building that at one time did not have food services and will soon make it possible for a breakfast program to begin at HDGH’s Regional Children’s Centre.

Amongst all their contributions and support, In Honour is a wonderful corporate supporter to HDGH, providing blankets to the hospital’s palliative patient’s annually during the holidays. Thank you Anita Imperioli and the dedicated team at In Honour of the One’s We Love Inc. for not only your partnership but your support in changing lives in Windsor/Essex.

N I G H T

G A L A

SUPPORTING MENTAL HEALTH PROGRAMS AT HÔTEL-DIEU GRACE HEALTHCARE

TICKETS $100 Per Person Tables of 10

TOGETHER WE DO MAKE A DIFFERENCE

CIOCIARO CLUB WINDSOR, ON

Call 519.257.5111 ext. 76922 for more information or to book a table. Sponsorship opportunities available.

HORS’DOEUVRES AT 6PM | DINNER AT 7PM | AUCTION & ENTERTAINMENT

MARCH 8, 2019 - $100 TICKET CELEBRATING INTERNATIONAL WOMEN’S DAY

PROCEEDS TO BENEFIT CHILDREN’ S MENTAL H E A LT H B R E A K F A S T P R O G R A M AT H D G H

NOVEMBER 4, 2018 $100 includes transportation, wine tasting tours at three wineries, and dinner at the Ciociaro Club Bus will depart from Ciociaro Club at 11:30 a.m. and arrive back for dinner at 4:00 p.m.

All attendees must be 19 years of age.

Please make cheques payable to In Honour of the Ones We Love Inc.

For tickets call 519-791-8633 Or 519-257-5111 Ext: 73021

Honouring

LINA SABATINI • LINDA SABATINI • TISH HARCUS WINDSOR YACHT CLUB 9000 RIVERSIDE DR. E

6 PM - HORS D’OEUVRES 7 PM - DINNER

FOR TICKETS CALL : 519.257.5111 ext 76910 or contact Anita Imperioli.

Contact Anita Imperioli 519-791-8633 for sponsorship opportunities.

BENEFITING WOMEN’S MENTAL HEALTH PROGRAMS AT HDGH