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Message from President & CEO It’s been a busy and productive 2016/2017 year for Markham Stouffville Hospital. Three hundred and sixty-five days of providing great patient care, being innovative and transformational, working in collaborative partnerships, and engaging our partners and community. I am truly amazed by the accomplishments of our team of staff, physicians, and volunteers who are dedicated to providing exceptional patient care which in turn leads to an excellent patient experience. There are many milestones that we celebrated and you will read about some of them in this year in review. This year we have benefited tremendously from engaging our communities and have received valuable input in a number of areas including patient experience, wayfinding, healthcare delivery models, and strategy. We look forward to finding new and innovative ways to engage our community. We put a renewed focus on patient experience with the understanding that every interaction from the time our patients enter the door until the time they leave helps influence their overall impression of their care and of our hospital. We all have a role in the patient experience and we are excited by some of the new initiatives that we have put in place to partner with our patients and families in our daily business and decision making. We have had tremendous support from both our foundations and they have continued to provide us with resources to buy the tools and equipment that our teams need to continue to provide exceptional care to our community. There are many other successes that we celebrate throughout the year. I encourage you to follow us on social media and visit our website, to keep up-to-date with all the great work happening at the hospital. It’s also a great way for you to engage with the hospital and be a part of the overall #MSHexperience – which I hope you will find it to be focused on the patient, excellent care, and rooted in the community. In looking ahead to the next year, there are already more exciting milestones and accomplishments on the horizon. We look forward to continuing to work in partnership with the community, staff, physicians, and volunteers to meet the needs of our growing and diverse community.

Jo-anne Marr President & CEO


Innovation The office of innovation leveraged good ideas from within and outside of the hospital and launched a number of projects that help provide our patients with the best care possible. We received over $25, 000 in funding and grants to support our innovation projects. The team worked with partners to develop new apps, leveraging technology and putting information directly into the hands of those who need it. Apps include: Dash MD (discharge and aftercare information for ED patients), physician onboarding and orientation app, and Diabetes ID (helps children with diabetes transition to the adult program). Other initiatives include using Colleaga, an innovation acceleration program, to crowdsource solutions to organization-wide challenges from staff; and a new business intelligence tool that provides patient data to the healthcare team allowing for faster decision making and planning. We hosted a Collision Day, an internal SmartCare Innovation Fair, and InnovationEX to continue to foster the culture of innovation at the hospital.


Clinical Excellence Childbirth and Children’s Services Increasing services through the expansion of clinics and recruiting new physicians and midwives is allowing more women to deliver at MSH. The team engaged the community by attending local events throughout the year, hosted a community fair at the hospital, and had over 45 NICU families spend the day together at the 2nd annual Preemie Picnic. Breastfeeding week, and the skin-to-skin Kangaroo challenge awareness programs went social this year with a great response from the community on social media.

MSH Medicine Department A bed realignment exercise created a specialized cardiac unit and acute medicine department, an alternate level of care unit, and a rehabilitation unit. These changes created departments of expertise and improved coordinated care. The implementation of a new collaborative care model myCTE, which includes a patient guidebook provided at admission, an up-to-date patient white -board, hourly rounding, day-to-day handover, bullet rounds with an interprofessional team, and post-discharge phone calls, improved the overall patient experience. The hospital initiated digital quality based procedures order sets across all departments, which started in the medicine department.

“I get to see first-hand the positive impact our changes have had on the overall patient experience, on the units. - Liz Price, Clinical Services Manager, Medicine/Cardiology


Community Engagement Input from the community is invaluable as the hospital continues to grow and move forward with key strategic initiatives. The President’s Advisory Council, the Diversity, Equity, and Inclusion Collaborative, and the Patient and Family Advisory Council at the Uxbridge site were initiated this year. This brought community members into the organization to provide advice in a number of key areas including patient experience, diversity, strategy, and finance. The hospital remains committed to involving the community. We will do this through the expansion of existing advisory groups and the creation of new opportunities for patients and community members to provide advice and input into hospital programs and services. We look forward to working with the community, patients, and their family members, involving them in the decisions that will impact the overall patient and family experience at MSH.

“Being a member of the President’s Advisory Council has been a great experience. I have enjoyed learning more about the hospital while providing ideas and suggestions on a number of key initiatives. It’s exciting that the hospital is working with the community on enhancing its programs and services.”

- Lina Bigioni


Health Information System A new partnership was launched in 2016 to put patients first by creating seamless access to patient records among three hospitals, Markham Stouffville Hospital, Southlake Regional Health Centre, and Stevenson Memorial Hospital. This partnership is being called the Shared Health Information Network Exchange, or SHINE for short. With this partnership the patient’s health record, information about past treatments and tests, allergies, will go with them across all three hospitals, improving safety, reducing repeated tests and streamlining a patient’s visit to the hospital. Work will be done over the coming year to create this unified system.

Uxbridge The Uxbridge Cottage Hospital (UCH) strengthened its connection to the community and recruited and developed a patient and family advisory council. Incorporating patients and their family members and the experiences they bring with them into the organization, will help the hospital to continually improve the care we deliver. In looking to the future, the UCH advisory council, made up of staff, physicians, and members of the community including town council, continue to look at the best opportunities for the hospital. A planning grant submission has been made and the hospital continues to work closely with its government partners.


Markham Stouffville Hospital Foundation Thanks to the generosity of our community, the Foundation continues to enable the hospital to purchase life-saving equipment that government funding doesn’t cover. In fall 2016, we launched the new Buy a Bear program—facilitating the purchase and delivery of hundreds of bears to patients at MSH. In December, a 13-year-old boy in the fracture clinic brightened the day for an even younger patient in need of cheering up with the purchase of a bear. The random act of kindness brought staff, patients, and volunteers to tears. It’s not just the comfort the bear provides when it’s needed most; this little bear gives our community the power to touch patients and change lives in a very unique and tender way. In the last fiscal year, over $425,000 was raised through community events. These fundraisers, organized and supported by our friends in the community, demonstrate a strong belief in the hospital’s services and programs. Whether it is a gala, golf tournament, BBQ or lemonade stand – no event is too big or too small. Every dollar counts! Find out more at mshf.on.ca.


Uxbridge Cottage Hospital Foundation The UCH Foundation continues to be the charity of choice for many Uxbridge residents, businesses, and service groups. Along with the efforts UCH Foundation, the UCH Auxiliary raised the most they have ever raised in one year for the hospital. The support from the community is both necessary and appreciated. Whether it is through donation to the UCH or participating in an event, the Uxbridge community has strong relationship with the hospital and continues help fund life-saving equipment the government doesn’t cover.

Volunteers Volunteers are the heart of the hospital. We have over 1,000 active volunteers who share their time working alongside the staff and physicians at the hospital. Volunteers bring a wealth of knowledge, skills, and experience to MSH. They play many roles providing clerical assistance, patient support, and excellent customer service. This year we expanded our concierge model, enhancing the way-finding for our patients, staff, and visitors. We are grateful for the time all our volunteers put in, in support of the hospital; their work goes a long way in enhancing the patient experience.


Financials Hospital Operations Year Ended March 31, 2017 Revenue Expense Excess of revenue over expenses for the year

$245,710,203 $241,162,697 $4,547,506

2016/17 Revenues

$245,710,203

Ministry of Health Funding .......................................... $179,013,893 Patient Services ................................................................ $26,234,513 Amortization of Deferred Capital Contributions ..................................................... $15,467,241 Parking and Ancillary ...................................................... $9,234,865 Other Revenues ................................................................ $7,936,777 Special Programs .............................................................. $7,822,914 2016/17 Expenses

73% 11% 6% 4% 3% 3%

$241,162,697

Salaries and Employee Benefits.................................. $138,802,966 Other Supplies & Expenses .......................................... $37,271,305 Amortization of Capital Assets ................................... $20,073,774 Medical Staff Remuneration ........................................ $18,909,632 Drugs, Medical and Surgical Supplies....................... $18,332,861 Special Programs .............................................................. $7,772,159 2016/17 Expenses by Program

$241,162,697

Medical Services ............................................................... $29,627,770 Surgical Services ............................................................... $26,984,249 Medical Imaging ................................................................ $22,453,017 Maternal/Child Services ................................................ $12,991,836 Emergency Services ........................................................ $11,113,170 Pharmacy and Oncology................................................ $10,213,433 Plant and Biomed ............................................................ $10,208,853 Facility and Support Services ...................................... $9,900,897 Information Technology ................................................ $8,886,262 Mental Health Services .................................................. $7,875,888 Child Development Programs ..................................... $6,689,046 Other Services ................................................................... $84,218,276

Patient Days Surgical Cases ED Visits Births

58% 15% 8% 8% 8% 3%

12% 11% 9% 6% 5% 4% 4% 4% 4% 3% 3% 35%

2016-2017

2015-2016

Increase

107,936 19,312 96,430 3,226

105,050 18,337 93,425 3,116

2,886 975 3,005 10


#MSHEXPERIENCE I was a patient yesterday at the Uxbridge site and I hope you will convey my sincere thanks to both the day and night shifts in emergency. Without exception every staff member treated me professionally and were all friendly and kind. What a wonderful experience. - Patient, UCH

A huge thank you to the staff of MSH. Your care and professionalism is unsurpassed. I was admitted unexpectedly this week after an operation. The kindness and care I receive from the nursing staff was amazing. From the two nurses in recovery that stayed hours after their shift, to Audrey, the nurse on night shift on the short stay unit; I thank you. I really appreciate the great care I received. -Surgical Patient

“…I was very worried but upon entering the hospital my fears were gone. From the lovely lady who checked me into the hospital, talking to me, reassuring me and explaining what was happening to the surgical staff who were first rate…The service is a TEN” -MSH Patient

I want to thank the hospital for such a great team at the Fracture Clinic under Dr. Haider’s shift today. I’d like to mention particularly a great professional and a very kind human being who made a great effort to make me feel well and not painful, “Jay”, a very experienced professional, with a lot of knowledge, and huge heart. THANK YOU! Fracture Patient

381 Church Street PO Box 1800 Markham, Ontario L3P 7P3

Recently, I spent a week in the critical care unit, as a result of having experienced a heart attack. I would like to comment on the nursing care provided in the course of my stay. Each one of the nurses in critical care was absolutely superb. Under the leadership of Debra, I was looked after by Sonia, Brenda, Jerry, Ed, Shanna, Irene, Erica and Cindy. I can only marvel at their competence and concern - no praise can be too high for this group of highly skilled health professionals. - ICU Patient

Twitter: @mshospital Facebook: /markhamstouffvillehospital wwww.msh.on.ca

MSH Year In Review 2016/2017  

A look back at the 2016/2017 year for Markham Stouffville Hospital.

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