2012 2013 providence care annual report

Respect.

Dignity.

Compassion.

Stewardship.

annual report 2012 – 2013

Providence Care is a fully-accredited, leading provider of specialized mental health care, physical medicine and rehabilitation, PALLIATIVE CARE, SPECIALIZED GERIATRICS, COMPLEX CONTINUING CARE, long-term care and community programs.

Our Vision

Providence Care will lead the way in compassion and discovery.

Our Mission

T rusting in Providence and strengthened by the spirit and tradition of our Founders, the Sisters of Providence of St. Vincent de Paul, we enhance the quality of life by meeting the physical, emotional, social and spiritual needs of each person.

We work with our partners to innovate and excel in education and research.

We treat each person with respect, dignity and compassion.

Our Values

R espect & Dignity We believe in the inherent worth and excellence of all people.

Compassion We are sympathetic and conscious of the needs of others, and have a deep desire to respond.

Stewardship We embrace our role in the responsible management of all that is entrusted to our care.

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Respect. Dignity. Compassion. Stewardship.

OUR BOARD OF DIRECTORS LIKES TO BEGIN EACH OF OUR REGULAR MEETINGS BY SHARING STORIES WE HAVE HEARD FIRST-HAND ABOUT PEOPLE WHO HAVE HAD RECENT EXPERIENCES AT PROVIDENCE CARE. WORDS SUCH AS “COMPASSIONATE”, “THOUGHTFUL” AND “RESPECTFUL” ARE HOW MANY OF OUR PATIENTS, CLIENTS AND RESIDENTS TALK ABOUT THE CARE AND SERVICES THEY RECEIVE. This annual report celebrates the milestones and accomplishments we have seen at Providence Care in 2012-13. Our Board of Directors is proud of our physicians, staff and volunteers. Their creativity and commitment to our Mission to “enhance the quality of life for the people we serve” is clear.

BOARD OF DIRECTORS David Barber Pam Carr

Evidence of this commitment was seen this past year in results of patient, client, resident and family satisfaction surveys. Our Complex Continuing Care, Specialized Geriatrics, Palliative Care, Rehabilitation and Long-Term Care programs ranked as Ontario high performers in many categories. As well, Providence Care achieved Accreditation with Exemplary Status, reflecting the high quality care and service across the organization.

Peter Finnegan Dr. Chris Frank Susan Freitas Ellen Gervais

In 2012 our reach grew, as our community programs expanded to include the new Behavioural Supports Ontario mobile response teams. All combined, our mental health, rehabilitation and specialized geriatric community programs support thousands of clients across our region, and make it easier for many to continue living at home.

Brian Hogan (Vice Chair) Dale Kenney (President & CEO) Sister Sheila Langton

This fall, we are preparing for construction of our new Providence Care Hospital. To date, hundreds of individuals—including patients and clients, staff and physicians—have contributed their expertise and insight into the design process. We continue to work with Infrastructure Ontario and the Ministry of Health, and are seeing great strides toward the realization of a new, public, state-of-the-art facility expected to be completed in 2017.

Peter McGeer David Moore Martha Morton Peter Merkley (Vice Chair)

Of course, none of this success is possible without the support of our health care partners, the community and especially those who donate to and volunteer with Providence Care and the University Hospitals Kingston Foundation. Together, we share a commitment to the Values of Providence Care: Respect, Dignity, Compassion and Stewardship. Thank you.

John Roderick Maurio Ruffolo Josée Thériault Mary-Alice Thompson

Glen Wood Chair, Providence Care Board of Directors

Jay Wirsig Glen Wood (Board Chair)

PROVIDENCE CARE • ANNUAL REPORT 2012-13 3

Year in review May 2012 • Providence Care’s Regional Community Brain Injury Services celebrates 25 years of service, enabling clients with acquired brain injuries to live full lives in their own communities.

June 2012 • Over 75 Providence Care staff receive educational bursaries through the Providence Care Foundation and the Iva Speers Endowment Fund, to support ongoing professional development.

July 2012 • Long-time volunteer Ann St. Denis receives Kingston’s First Capital Honourable Achievement Award, in part recognizing her ongoing commitment to Providence Manor.

• The first class of spiritual health interns graduates from Providence Care’s Clinical Pastoral Education program.

• Kingston native Jayna Hefford, fourtime Olympic medalist (three gold,

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one silver) presents a cheque for $24,000 to the University Hospitals Kingston Foundation to support palliative care.

August 2012 • Providence Care renews an agreement with the Métis Nation of Ontario to provide training, recertification and mental health expertise to MNO health care workers.

September 2012 • Providence Care welcomes Dr. Ruth Wilson as Vice-President, Medical and Academic Programs. Dr. Wilson is past chair of the Ontario Health Network and of the Queen’s University Department of Family Medicine.

• Celebrating their 45th anniversary, members of the1967 Graduating Class of the Ontario Hospital School of Nursing (formerly run out of the MHS site) return to tour the grounds.

Respect. Dignity. Compassion. Stewardship.

October 2012 • Behavioural Supports Ontario (BSO) launches around-the-clock access to services in the South East. Providence Care’s mobile response teams are available to support long-term care homes through this program.

• Providence Care’s Staff Campaign for the United Way raises over $61,000.

November 2012 • An inpatient unit in the Adult Treatment and Rehabilitation mental health program is able to transition from a locked-door policy to unlocked, as staff and clients work together with a focus on recovery and person-centred care.

• Providence Manor hosts annual Remembrance Day ceremony, honoring residents who have served in the armed forces and members from CFB Kingston.

• Kingston and the Islands MP Ted Hsu visits the Voices, Opportunities and Choices Employment Club (VOCEC) at Providence Care’s Montreal Street site in Kingston.

• Providence Manor demonstrates care and efficiency during a mock emergency evacuation exercise, moving residents out of the building safely in 12 minutes.

January 2013 • Patients and guests now have free wireless access at Providence Care’s St. Mary’s of the Lake Hospital. At our Mental Health Services facility, wireless access is now available for corporate devices.

February 2013 • Providence Care’s Green Team reports success in composting. The new initiative contributed to a 13% improvement in the waste diversion rate at Mental Health Services.

• Providence Care presents the first annual Staff Achievement Awards to staff demonstrating leadership, compassion and innovation & discovery. Congratulations Krista Wells-Pearce, Adrianna Farcas, Barb O’Shea, Joan Sherman and Wayne Vanalstine.

April 2013 • Providence Care is the first in the South East LHIN to adopt Patient Journey Modeling Architecture (PaJMa), which helps the organization improve patient experience across hospital programs.

PaJMa is part of Providence Care’s ePatient Record, which goes live at the end of 2013.

• Providence Care volunteers present a cheque to the University Hospitals Kingston Foundation for $50,000 as part of their $250,000 pledge to hospital redevelopment.

“ Providence Manor was our first choice.

My husband Herbert is very well provided for and people are great at including him in activities and social events. Providence Manor’s social worker was there for me throughout my transition and the nursing staff were very open to listening to my suggestions and incorporated my feedback into their care of my husband.” ~ E leanor Grennell, wife of Providence Manor resident Herbert Grennell

“ The staff here treat you like gold. The nurses and residents are like brothers and sisters. It’s really nice to be called by your name – it’s so respectful.” ~ L orene Lukashal, a Providence Manor resident

May 2013 • Providence Care achieves Accreditation with Exemplary Standing, reflecting the highest possible designation from Accreditation Canada, and Providence Care’s consistent, quality services.

“ When I had a stroke, it was a totally new ordeal for me – it was overwhelming. And if it weren’t for the staff at Providence Care, St. Mary’s of the Lake, it would’ve been a whole lot more difficult. Everyone from the doctors to the nurses and all the caregivers were unbelievable”. ~ B rian Etherington, former patient, St. Mary’s of the Lake Hospital

PROVIDENCE CARE • ANNUAL REPORT 2012-13 5

In 2012 Bell Let’s Talk Community Fund gave $33,500 to the University Hospitals Kingston Foundation in support of Providence Care’s Community Connections Recovery Program, and specifically the Hope and Discovery Artisans group. Members learn skills that help them promote and sell their products in the community. The impact of their success reduces the stigma of mental illness, and provides hope, motivation and inclusion.

Breaking new ground in community programs providence Care offers expanded services to meet client needs in the community Over the past few years, health services in Ontario have continued to move from hospital settings to care in the community. This allows many people to return home after a hospital stay and supporting greater autonomy and quality of life. Providence Care is a leader in developing and providing innovative support services in our community.

New “around-the-clock” access is a first The Behavioural Supports Ontario (BSO) project is breaking new ground across the province and at Providence Care. As the designated provider of behavioural supports services in the South East LHIN, Providence Care has introduced community-based services for older people living with dementia and cognitive impairments.

New mobile response teams now offer emergency service 24-hours a day, seven-days a week. This was the first around-the-clock access for BSO in Ontario, and good news for local long-term care homes, which are seeing an increase in the mental health needs of their residents. Now, when clients experience a crisis, long-term care staff can access expertise and support when they need it most. As an added benefit, visits to the hospital emergency department are reduced.

Providence Care Community programs Assertive Community Treatment (ACT) Teams AttendantCareOutreachProgram/EndymionSupportiveLiving Community Connections Recovery Program Community High Intensity Treatment (CHIT) Team Community Outreach Team Community Treatment Order Team Dual Diagnosis Consultation Outreach Team HousingandCommunityIntegration/HomesforSpecialCare GeriatricPsychiatryOutreach/BehaviouralSupportServicesTeams Hildegarde Centre Mood Disorders Outreach Teams Personality Disorders Outreach Teams Regional Community Brain Injury Services Voices,OpportunitiesandChoicesEmploymentClub(VOCEC)

Activity Statistics Providence Care Community/Outreach measures activity in visits, hours and days, depending on the program. In 2012-2013, there were: 47,475 visits + 80,724 hours +2,100 days “Stirling Manor has accessed Providence Care’s behavioural support services team for an extended period of time and has found this service to be a valuable resource. Our staff was able to collaborate with them to identify triggers for an aggressive resident in our care. Providence Care was professional and able to provide one-on-one care. Stirling Manor has benefited greatly from this new resource and we feel with the 24/7 coverage, long-term care homes will be better served.” ~ Kelly Slawter, Director of Nursing, Stirling Manor (Stirling, Ontario)

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Respect. Dignity. Compassion. Stewardship.

Providence Manor: Excellence in long-term care New volunteer program brings students into long-term care In 2011, six university students were on the volunteer roster at Providence Manor. A year and a half later, thanks to an intense recruitment campaign and the efforts of a Queen’s University medical resident and Providence Care staff, there are over 40 students involved in activity programming at the long-term care home.

Dr. Jonathan Witt had just completed a Family Practice Residency (through Queen’s) at Providence Manor when he offered to help seek out new volunteers for the Home. Emails, events at student orientation and at university residences attracted attention and brought in recruits by the dozen.

Today, students join residents of Providence Manor for card games, provide musical entertainment on special occasions and help residents get to and from the Manor’s coffee shop, pub and Country Store.

Planning for the future Providence Care will continue offering the highest quality of long-term care services in the years to come. As the current Home ages, the organization is considering plans to build a new Providence Manor building, likely in the next five to 10 years. While it is still early in the process, staff are considering how best to meet the needs of residents in a safe, homelike environment.

Respect and dignity in long-term care Family members of Providence Manor residents are surveyed regularly to find out how they feel about the quality of care their loved ones received. This past year, 100 per cent answered that residents are treated with respect and dignity.

Activity Statistics There were 134 new resident admissions to Providence Manor in 2012-2013.

Staff at Providence Care There are 1,651 staff across the organization, with 310 at Providence Manor, 1,118 in our hospital programs and 223 working in the community.

Volunteers at Providence Care

Tea is served: Colleen Stoneman, Coordinator of Recreation, and Sister Susan Pye share a cup of tea at Providence Manor’s annual tea in support of the Alzheimer’s Society.

Over 1,074 volunteers provided more than 63,000 hours of service to patients, clients and residents in Providence Care’s long-term care, community and hospital programs in 2012-2013.

PROVIDENCE CARE • ANNUAL REPORT 2012-13 7

Partners on the patient journey Hospital programs focus on patient experience Providence Care adopted a “PaJMa” process in 2011, also known as Patient Journey Modeling Architecture. The process focuses on the patient journey from admission to discharge, and identifies areas for improvement. Providence Care is the first in the South East Local Health Integration Network to adopt the methodology across its hospital programs as part of its larger electronic Patient Record (ePR) project.

PaJMa models chart the patient journey – and were completed for each clinical program at St. Mary’s of the Lake Hospital and Mental Health Services in 2012.

“It is critical we understand a patient’s footsteps through the system in order to help make sure the right information is available to the right health care professional at the right time,” said Heather Frost, Clinical Analyst with Providence Care’s ePatient Record project. “When we know how the information is flowing, we can identify any potential gaps, and make the experience better for the patient and the care team.”

The PaJMa methodology was developed by Dr. Carolyn MacGregor and Dr. Jennifer Percival from the University of Ontario Institute of Technology. “It’s been an honour and a privilege to work with Providence Care,” said Dr. MacGregor.

“They are quickly becoming innovative leaders in health care transformation.”

When what you wear makes a difference Clinical staff from different disciplines came together at St. Mary’s of the Lake Hospital to make it easier for patients in the Complex Continuing Care program to access adaptive clothing in 2012-2013. Adaptive clothing is designed to enhance patient comfort, reduce pain, decrease dressing time and maintain patient dignity and level of self-care. The working group investigated information on websites and from clothing vendors that are now shared with patients and families at admission.

Clients at Mental Health Services are finding Providence Care’s new Snoezelen room beneficial. The controlled multi-sensory environment is a therapy designed to deliver stimuli to various senses through lighting, music, colour, scents, etc. The soothing environment provides a “therapeutic quiet” to clients of the Adult Treatment and Rehabilitation program.

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Activity Statistics St. Mary’s of the Lake Hospital and Mental Health Services Adult Treatment and Rehabilitation, Complex Continuing Care, Forensic Psychiatry, Geriatric Psychiatry, Palliative Care, Physical Medicine and Rehabilitation, Specialized Geriatrics

Inpatient Admissions Outpatient Visits Day/Night Care Visits Diagnostic Visits

Respect. Dignity. Compassion. Stewardship.

1,099 44,513 499 597

Marie Turnbull, Michael Ross, Maureen McGuire and Ted Splinter, key members of Providence Care’s Redevelopment Team, stand in front of a portion of the 2012 project schedule.

Coming together to build Providence Care Hospital Patients, clients, staff and members of the public contribute to the design process and prepare for construction Over the last year, Providence Care brought together patients, clients, family members and over 200 frontline health care staff to determine what needs to be included in the design of the new hospital, which will replace Mental Health Services and St. Mary’s of the Lake Hospital.

“I’ve been here a long time,” said Reginald Barker, a Providence Care client who has been involved in the design process. “I know what would make things better, that is why I wanted to be involved.”

In June 2012, Providence Care hosted a public session and update on the plans for the new hospital. Providence Care and Infrastructure Ontario representatives were available to answer questions and collect feedback. Through the year, the hospital planning team consulted community stakeholders, including health care partners and the City of Kingston.

Milestones this year June 2012 Providence Care staff “plant new roots” with a tree-planting ceremony.

August 2012 MPP John Gerretsen helps unveil the sign announcing the government’s plans for a new Providence Care Hospital.

December 2012 Infrastructure Ontario and Providence Care release the request for proposals to the three companies shortlisted to design, build, finance and maintain the new hospital. It is expected the winning bid will be finalized late 2013.

Best-Practice Team learns from other projects In 2012 a group of Providence Care clinical staff formed a “Best Practice Research Team” to investigate leading designs at other new hospital projects. Some of the areas the team researched included how the design of the new hospital can best support safety, easy wayfinding, and care for patients with dementia.

PROVIDENCE CARE • ANNUAL REPORT 2012-13 9

High quality, compassionate care

Patients, clients, residents and families give Providence Care top marks

Accreditation with “Exemplary Status”

Results of satisfaction surveys

In 2012-2013, Providence Care achieved the highest possible designation from Accreditation Canada, a not-for-profit organization that sets standards for quality and safety in health care. Surveyors assessed the all of Providence Care’s programs and services, and commented on the strong, ethics-based culture, the staff ’s creativity in meeting client needs, and the high level of interprofessional care.

“Providence Care should be very proud,” said Linda Hofman, Manager of Quality and Patient Safety and Accreditation Coordinator. “Demonstrating compliance with 99.3% of 1,507 standards of excellence is a significant achievement for which staff should be commended. It demonstrates excellence in meeting the requirements of the accreditation program.”

“I am pleased with the care that my son has received since being transferred to Providence Care, Mental Health Services.

The Developmental Support Workers assigned to my son are excellent caregivers and show consistency and love. I’ve see them interact with other clients while I was visiting my son, and they show great compassion. I trust and pray that the care from these people will continue.” ~ Elaine Prosser, family member

“The staff here really listen to you and not just the doctors and nurses, but everyone – even the staff who work in housekeeping… I’ve been here for two months and I am going home next week. I can now remember and see that I am making progress every day and it’s a great feeling!” ~ Robbie Parks, patient

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Respect. Dignity. Compassion. Stewardship.

in 2012-2013 This is a sampling of results of various different surveys administered in the past year, some of which were conducted by NRC Picker Canada, and others were administered internally by Providence Care.

Physical Medicine and Rehabilitation

surveyed ranked their care 100% iasnpatients “good” to “excellent”

npatients surveyed said they would 97.8% irecommend Providence Care Palliative Care

96.9%

f amilies whose loved ones were inpatients said they were satisfied with the overall quality of care

Complex Continuing Care and Specialized Geriatrics Ranked as a “top performer” hospital in Ontario inpatients surveyed were satisfied with the overall quality of care

90%

Inpatient Mental Health

lients surveyed were satisfied with 82% cthe overall quality of care – a 10% increase from the previous survey

Long Term Care

esidents say they receive treatment 100% rand medication when needed

Financials Revenues

Ministry of Health and Long Term Care Funding Patient / Resident / Client

6,322,000

Other (incl Departmental Recoveries, Rentals, Parking)

6,879,000

Total Operating Revenue

Compensation

Expenditures

$113,516,000

Supplies, Facility Costs

$126,717,000

$101,554,000 19,203,000

Drugs and Medical / Surgical Supplies

2,236,000

Amortization Expense

2,573,000

Total EXPENSES Excess of Revenues over Expenditures*

$125,566,000 $1,151,000

MOHLTC/SE-LHIN Network 87%

Providence Care Fiscal 2012/2013 Revenues

Other (incl. Recoveries, Rentals, Parking) 8%

Patient/Resident/ Client 5%

“Since I’ve come to St. Mary’s of the Lake Hospital, the nurses have been great. They are very good at meeting my needs and have become more family and friends. Being a university student, they know that I have a lot to do and have been very understanding of the things I need to do. The caregivers also trust that I know my body and listen to me when I have a concern.”

– Drew Cumpson, patient

PROVIDENCE CARE • ANNUAL REPORT 2012-13 11

Our Main Sites

Mental Health Services 752 King Street West Kingston Ontario K7L 4X3 613-546-1101

Providence Manor 275 Sydenham Street Kingston Ontario K7K 1G7 613-549-4164

St. Mary’s of the Lake Hospital 340 Union Street Kingston Ontario K7L 5A2 613-544-5220

Our Information

Website www.providencecare.ca | Email info@providencecare.ca www.facebook.com/ProvidenceCareCA | twitter.com/Providence_Care www.youtube.com/ProvidenceCareCA | ca.linkedin.com/company/providence-care

Our Foundation In the past year, the University Hospitals Kingston Foundation has raised thousands of dollars for Providence Care – money that has purchased new wheelchairs, ceiling lifts, electric hospital beds and rehabilitation equipment. Providence Care depends on your generous support to ensure that our legacy of compassionate care can continue.

University Hospitals Kingston Foundation 55 Rideau Street, Suite 4, Kingston, Ontario K7K 2Z8 | TEL 613-549-5452 Affiliated with St. Lawrence College and Queen’s University in Kingston, and as a member of the Our Partners Council of Academic Hospitals of Ontario, Providence Care is a major centre for health education and research.

Providence Care’s Founders are the Sisters of Providence of St. Vincent de Paul, and the organization is Sponsored by the Catholic Health Corporation of Ontario.

Content of this publication is available in accessible formats upon request to the Communications Department.

Pour la version française - info@providencecare.ca ou 613 548-5567, poste 5668 | Some images in this publication are courtesy of Loyalist College Photojournalism, 2010