March - April 2015
at Humber River Hospital O U R
P E O P L E
O U R C A R E
M A G A Z I N E
Humber River Hospital named Top Performer in GTA for Paediatric Inpatient Care Source: NRCC
See Page 4
at Humber River Hospital
Editorial Committee: Wendy Coello Christine Fisher Darren Indarsingh Bob Parke Rita Wilder-Craig
magazine is published six times a year and is dedicated to highlighting the extraordinary care, service and good news from Humber River Hospital’s staff, physicians and volunteers. We take pride in sharing these stories with our patients, visitors and members of our community.
Contents Almost a decade ago, I wrote a story about Humber River’s Hug and Hold Program. Back then, I was inspired to see how HRH was leading in the area of family-centered care – acknowledging that the idea of surgery can be daunting for children and their parents. Children may be afraid of anesthesia and refuse to let go of a parent’s hand when the nurse carriers them into the operating room. At the same time, parents experience emotional trauma when they are separated from their child. Alexandra Christofides and her team have done a wonderful job in implementing and enhancing this innovative and unique program; educating and including parents in the operating room to make the surgical experience positive for the whole family. Today, I continue to admire the same commitment to familycentered care; and the compassion, professionalism and respect of our Paediatric Department. Congratulations to the whole team for being named as a Top Performer for Paediatric Inpatient care. AMAZING. Keep up the great work. I look forward to continuing to share your outstanding contributions, hard work and achievements. The Public and Corporate Communications Department welcomes great news from all departments. Please feel free to get in touch. Looking forward to hearing from you soon,
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Top Honours for Paediatric Inpatient Care
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Social Workers
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Redevelopment and Transition
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Volunteers Thank you wants to hear from you! Stories and articles for consideration should be forwarded to Sarah Quadri Magnotta at squadri@hrh.ca or to:
Humber River Hospital 200 Church Street Toronto, ON M9N 1N8 www.hrh.ca
Editor,
Designed and Produced by HRH Public and Corporate Communications Department Creative: Leon Rakopoulos
Rueben Devlin, MD
From the President & CEO
W
ith the redevelopment of our facility comes change. We are not just moving into a new building, we are changing how we deliver patient care. This means new service models, new equipment, new digital and lean processes, and ultimately a culture shift. Change can be both exciting and difficult. Having strong, resilient teams will serve us well now and into the future. Facing change with optimism, confidence and eagerness helps build resilience. So many of our teams are demonstrating this and working together for a smooth transition to our new hospital. The launch of the Computerized Provider Order Entry (CPOE) and Physician Documentation (PDoc) systems are significant projects supporting our digital vision to become a paper-free facility. Thanks to the hard work of everyone involved, we are on track for implementing these systems in all of our inpatient units by the end of May. As project after project is implemented across departments, teams are building on the lessons learned and customizing systems to meet their patients’ and staff needs.
Everything we’re working towards feeds into our drive to
improve patient care. Patient Care Reinvented is our pledge to treat patients as partners in their care: to give them a voice; to give them respect; and to not only give them the care they deserve but also the caring. I am proud of what we’re accomplishing to this end: both in our implementation of Communicate with H.E.A.R.T., and in our patient experience results. Over 1150 staff, physicians and volunteers have participated in Communicate with H.E.A.R.T. training, which helps create a great environment to deliver enhanced patient care and provides tools and techniques that support our core values of compassion, professionalism and respect. It’s helping us shift to a patient and family-centred culture, and work together as a team to transform and improve the patient experience at Humber River. Putting the patient and family at the centre of their shared care experience is fundamental to our success in delivering excellence and we are already seeing results. Our Paediatric Program achieved a 100% positive score for inpatient care in the 2013-14 National Research Corporation Canada Patient Experience Report. I want to congratulate the staff, physicians and volunteers who contributed
to this success and thank them for their hard work in living by the values of patient and family-centred care every day. I would like to make special mention of Dr. Singh whose leadership played a vital role in this achievement as the Chief of Paediatrics and to welcome him in his new role as our Chief of Staff. His inclusive leadership style will be valuable to further enhance the high quality of patient care already provided. At Humber River we are committed to Reinventing Patient Care not only through our redevelopment project but also by creating a great place to work and providing patient and family-centred care. Supporting each other during this time of unprecedented change will help us reach our goals and make us a cohesive team.
Hospital News
Humber River Hospital - Medical Excellence
HRH Paediatric Inpatient Care is Top in GTA In February, the National Research Council of Canada (NRCC) named Humber River Hospital as a Top Performing Hospital for Overall Paediatric Inpatient Care - one of only two in Ontario - and the Top Performer for Overall Paediatric Inpatient Care in the GTA. When you consider the quality of paediatric hospital care that is available in the GTA and that the NRCC award is based on a survey of parents and their perceptions of the care their child received, it’s easy to judge how Humber River is doing: we received a score of 100 per cent from the NRCC. Humber River Hospital is proud to be a leader in Paediatric care. As a designated Regional Paediatric Centre, our Maternal and Child Program is committed to protecting the lives of newborns, children and their families. The family-centred Program delivers close to five thousand babies each year and is home to the Hug and Hold Program - the first of its kind in Ontario. A big thank you to our dedicated, hard-working and exceptional team for delivering safe, quality care, close to home for the Humber River community and beyond.
“Our commitment to patient and family-centered care and exceeding the expectations of our patients is ongoing – we are always aiming higher. Why are we the GTA’s top performer? We don’t just provide patient care, we care about patients. The passion and commitment of our team is inspiring; ensuring we are always at the forefront of delivering the best possible care to our community.” Dr. Narendra Singh, Chief of Staff
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Hospital News
Humber River Hospital - Medical Excellence
Dr. Narendra Singh Congratulations to Dr. Narendra Singh for being appointed as our new Chief of Staff. Dr. Singh has been a member of the Humber River Medical Staff since 1999, most recently serving as Chief of Paediatrics and Interim Chief of Staff. As Chief of Paediatrics, Dr. Singh’s leadership played a vital role in our Paediatric Program being named the top performing hospital in the GTA for Paediatric Inpatient Care in the National Research Corporation Canada (NRCC) Patient Experience Survey released in February. In his free time, Dr. Singh is the driving force behind Guyana Help the Kids (GHTK), a charitable organization he founded, based in Toronto and dedicated to reducing infant mortality in Guyana. As Chief of Staff, Dr. Singh will serve as Chair of the Medical Advisory Committee, and will work closely with the Senior Management Team to further enhance the quality of patient care already provided by our hospital’s medical staff. His appointment as Chief officially began on March 1, 2015.
Congratulations to Dr. Abraham Chaiton, HRH physician, who was elected as Executive Vice President of the Canadian Rheumatology Ultrasound Society in February. As a founding member of the Society, Dr. Chaiton takes pride in the Society’s mandate: to teach and foster research in point-of-care ultrasound for Rheumatologists across Canada.
Accolades for Dr. Abraham Chaiton
It’s been an exciting year for Dr. Chaiton, who was also promoted to Assistant Professor in the Department of Medicine at the University of Toronto, Division of Rheumatology, where he has been a lecturer since 1979. Dr. Chaiton has been part of our Humber River team since 1971, starting out as a physician in the Emergency Department and then working as a Medical Consultant in Internal Medicine and Rheumatology from 1978 until today. He is also an invited member of the Ultrasound Committee of the American Association of Neuromuscular and Electrodiagnostic Medicine.
Dr. Abraham Chaiton with HRH patient Nicole Pittman
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Hospital News
Humber River Hospital - Inspiration and Teamwork
Getting to know...
Our Exceptional People
Humber River Social Workers celebrated their profession and their commitment to caring during Social Work week in March. By: Shannon Fogarasi Social Workers at Humber River Hospital are a group of highly dedicated caring professionals who are artisans in connecting and creating solutions to complex social and personal problems. We use our strong and assertive voices to fight for systemic and social injustices and yet are compassionate and supportive in holding someone up during their most vulnerable and sometimes final moments in life. As Social Workers we encourage creative ways of working to resolve the complex and emotional challenges that people face and aim to promote empowerment by enabling
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people to take action to improve their lives. In addition to counselling and psychotherapy skills, social workers have unique training to work with vulnerable populations. Social workers are adept at understanding and knowing how to navigate complex service systems. We are experts in understanding human problems within the context of the social environment in which they occur. We are well positioned to identify challenges within the current health care system and to advance viable solutions to those challenges (Ontario Association for Social Workers).
“I would like to personally thank all Humber River Social Workers for their hard work, dedication and compassionate care in supporting our patient and families.� Shannon Fogarasi., MSW., RSW HRH Nephrology Social Worker and Social Work Professional Practice Leader
People Care
Humber River Hospital - Inspiration and Teamwork
Communicate With H.E.A.R.T. Compassion is one of our core values, yet it is a frequently overlooked concept that addresses the emotional and psychological aspects of the patient experience and the patient’s innate need for human connections and relationships. At its core, it means recognizing the concerns, distress and suffering of patients and their families and taking actions to relieve them. It is based on: active listening, empathy, strong communication and inter-professional skills, knowledge of the patient as a whole person including his/her life context and perspectives and the ability to work together to relieve distress. We receive letters from patients and families each and every day thanking staff, physicians and volunteers for their compassion, kindness and empathy. The following compliment exemplifies these characteristics and values: Church site ICU Team
The Staff of ICU: “We cannot thank you sufficiently for the care and attention you gave our family member who was admitted to your unit. His death has been a very difficult time for our family, but we are truly grateful for the level of dedication, expertise, care, support and compassion shown to us during the time of his stay in ICU. The family wishes to express their heartfelt appreciation to Doctors Cho and Manocha for their time and sensitivity, despite their busy schedule to talk to family to better understand their options that helped the family accept and come to the decision for our family member’s end of life care. Our special thanks also are extended to Nurses Fatima Mohammad (a very special person), Suzette, Angelica and to Paula (Social Worker). Thank you – our family will never forget what you have done for our family member. Your care towards him was excellent and highly appreciated. The family will never forget all your kindness and attention paid to him.” Thank you for always Communicating with H.E.A.R.T.™
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Communicate with H.E.A.R.T.™ is now the foundational communication model at Humber River Hospital for delivering a culture of service. Designed by the Cleveland Clinic, the model empowers staff, physicians and volunteers to provide not only care but caring to patients and their families, visitors and colleagues. The model is comprised of two parts:
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* Number of HRH staff trained
S.T.A.R.T.
H.E.A.R.T.
Smile and greet warmly
Hear the story
Tell your name, role and what to expect
Empathize
Active listening and assist
Apologize
Rapport and relationship building
Respond to the problem
Thank the person
Thank
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Redevelopment
Humber River Hospital - Opening October 18, 2015
New Infant Care Equipment The Maternal and Child Program in our new hospital will have six obstetrical assessment rooms for labour triage, and 15 ultramodern, comfortable, private birthing rooms. The care and wellbeing of newborns will be enhanced with the most technologically advanced GE Healthcare infant care equipment. Babies will be warm and comfortable from their post-delivery assessment to sleeping in their mother’s room.
Panda Warmer
This specialized equipment has integrated capabilities such as in-bed scales, data trending, and radiant warming systems. The OmniBed and incubator have additional features including a 360 degree rotating mattress, and servo controlled humidifier and oxygen control systems. For high risk babies, these features combined with the incubator’s integrated x-ray cassette reduces the need to move babies for exams and procedures. The digital data trending provides the care team the most accurate information to respond to each baby’s needs.
Giraffe Omnistated
Giraffe Incubator
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Redevelopment
Visit www.hrh.ca for updates and videos
New Automated Pharmacy Systems Our new automated pharmacy technologies by Swiss Log are being installed at the Wilson site, including the PillPick Packaging and Dispensing System, the BoxPicker Pharmacy Storage System, and the PickView Medication Verification System. These systems streamline pharmacy workflow and reduce the risk of errors.
PillPick System
They will also provide secure medication storage for handling controlled drugs and enhance inventory management. Humber River is enhancing patient safety by using the best technology available to help our staff deliver safer, more effective patient care.
We will also use automated dispensing units, which are computerized drug storage cabinets that allow medications to be stored and dispensed near the point of care while controlling and tracking drug distribution. Combined, these technologies will enhance patient safety with alerts and reminders and improve timely medicine administration.
BoxPicker System
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Hospital News
Humber River Hospital - October 18, 2015
Transition Planning Going Digital in our Inpatient Units Congratulations to our Mental Health and Addictions Program for launching CPOE (Computerized Provider Order Entry) and PDoc (Physician Documentation) systems in their Inpatient units and Emergency Psychiatric Unit. These are key tools in supporting patient-centred care and our digital vision. The CPOE and PDoc systems allow care provider and physician orders to be entered into the patient medical record electronically, as well as all documentation of consult, progress and discharge notes. This will help ensure accuracy, efficiency and completeness of the patient Electronic Medical Record (EMR). As the first of our inpatient units to launch these systems, the Mental Health team tested and helped develop the learning modules, which, along with their experiences, will help other departments implement them. Finch inpatient units will go live in April and Church inpatient units will follow in May. It takes a lot of hard work and dedication for everyone to change the way they operate day to day. Going digital with these systems enhances patient safety and ultimately improves efficiency in patient care.
“My clinical practice became much easier and faster with these systems. I can complete my orders within a few minutes and review my patients’ records anywhere at any time.” Dr. Gamal Salama “The learning curve is an investment in our digital vision. Using CPOE and PDoc improves team communications, keeping all care providers up to date on the progress of each patient with in depth information and context for more effective and efficient patient care.” Dr. Maged Kodsi Mental Health and Addictions team members.
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Visit www.hrh.ca for updates and videos
Hospital News
Emergency Department - Staff Recruitment Our Emergency Department (ED) is partnering with Humber College to train and orient new recruits through the RN Emergency Nursing Certificate Program. The certificate teaches nursing assessment, interventions and critical thinking specific to the Emergency Department. Humber River will use this orientation program for our current and future recruitment needs in preparation for the ED at our new hospital and the Urgent Care Centre at our Finch site.
Finch ED
Church ED
“I transferred to the ED for a new learning experience. The course provided indepth knowledge about managing high acuity patients and refreshed my knowledge and critical thinking.� Rei Casiano, RN and new ED recruit.
Emergency Department at new Wilson site.
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Volunteers
Humber River Hospital - At Your Service
HRH Celebrates National Volunteer Week Humber River Volunteers make a big difference every day. This year, staff and physicians came together to recognize, celebrate and thank our volunteers during National Volunteer Week which took place from April 12-18. Last year, our volunteers contributed 64,000 hours of service in support of our hospital and we sincerely appreciate your time, dedication and commitment.
Thank you, Finch site volunteers
Thank you, Keele site volunteers
APRIL 12-18, 2015
Thank you, Church site volunteers 12 People Care - At Humber River
Humber River Hospital - Foundation
Hospital News
Humber Maternal and Child Program Fundraiser Last month, staff in our Maternal and Child Program continued their great fundraising initiatives with an exciting one-day event at our Church site. Spearheaded by Child Life Specialists, Alexandra Christofides and Maria Vrontos, the event featured a silent auction, spare change jar and gift and edible goodies sale, with all proceeds going towards Humber River’s Maternal and Child Program. Congratulations to the team, who raised over $1100! Thank you for your wonderful contribution!
Thank you, Rotary Club of Toronto Humber! Rotary Club of Toronto Humber knows Humber River Hospital. Their involvement stretches back over 60 years. In fact, they were involved in the founding of Humber Memorial Hospitalthrough donations and volunteer support. These folks love Humber!
made many sizeable donations to the hospital, and they will be naming the second floor volunteer desk and a cancer care treatment room at the new Humber River Hospital.
We are so appreciative of their support! Donors like these Rotary Club members make a difference every day.
George McKenzie, current president of Rotary Club of Toronto Humber and Foundation Board member says, “We support Humber River Hospital because it is a crucial part of the community and it provides lots of assistance. We believe it serves its purpose very well, but we’re excited to see the move to the new Humber River Hospital”. George is excited the new hospital will be highly efficient, and he can’t wait for high tech features like being able to access your records from home. Over the years, the Rotary Club has
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Thank You!
Humber River Hospital - With Sincere Thanks
Dear Raman, I just wanted to write to thank the HRH team for the great care they have provided my mother-in-law. I want to particularly highlight Dr. Sagman and Dr. Cooligan. They are role models in medicine through their patience, kindness towards patients and families, and taking the time to speak to family members in an honest and caring manner. I’ve been very impressed by the medical care of my mother in law at your hospital. The nurses have also been very caring and compared to other hospitals in the GTA, I have not seen staff, again so patient and kind, to family members. I wanted to also add that I really have loved how Dr. Sagman can see the person who is a patient, his willingness to listen, and his general affectionate approach and clear love he has for his job. Keep up the great work. Respectfully, Raghu
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I had to have blood work done and I usually faint. I usually ask to lay down but I met Ruth! She smiled warmly, listened to my concern and reassured me. We talked about my recent vacation and before I knew it she was done! What a wonderful woman you have working in PATT. Thanks Ruth! You’re the best, Christene
I would like to thank Nurse Laura for all her care and compassion and her professionalism. Nurse Laura went way beyond and out of her way to help me and made sure I was well looked after. Your hospital is very fortunate to have Nurse Laura with you – she is an angel. I would also like to thank Dr. Godwin Lai. He was extremely thoughtful, kind and caring. Many thanks
Humber River Hospital - With Sincere Thanks
Thank You!
Hello, I am a patient at the Humber River (Church Site) Hospital. I would like to share my experience that I had after being diagnosed with DC In-site on my left breast. My family physician recommended a biopsy to be done at your location. My experience at Humber River was a positive one thanks to Marianna. She assisted the Radiologist in the most informative and professional manner. Her patience gave me more courage and confidence during the performance of the biopsy. I knew I was in good hands with her kind words and encouraged me with a positive attitude. Her re-assurance built up extra confidence that I was lacking and coping with the circumstances of this health issue. I am very grateful to have met Marianna at your mammogram department. My second experience with Marianna was the morning of my surgery which was on March 6/2015, there was another procedure that took place just prior to going into surgery, which took approximately 2 hours for her to perform due to the location, which was the spot that had to be accurately found in order to perform my surgery. Marianna took her time and patience to ensure she located the correct area after taking several pictures. Again I am grateful for having this experience, and I highly recommend Marianna because she takes her job very seriously and really cares for the well-being of the patient. Her knowledge and expertise reassures the patient in a positive manner. Respectfully yours, Rosa
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