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A huge thank you for all that you do! In September, the Senior Leadership Team hosted Staff Appreciation BBQs at each of the four QHC hospitals and served up delicious barbecued hamburgers, hotdogs, salads and cupcakes. Thanks to the food services staff (BGH, PECMH and TMH) and the NHDH Auxiliary (NHH) for their efforts! “We have incredibly dedicated and caring staff, physicians and volunteers here at QHC,” said QHC President and CEO Mary Clare Egberts. “We know that you go above and beyond to deliver exceptional care to our patients and we hope you know how much we truly appreciate all that you do. Thank you!”


Finding improvement solutions for BGH’s hospitalist model

About 10 of Belleville General Hospital’s Internal Medicine and Family Medicine physicians (hospitalists) and dozens of interdisciplinary staff and leaders worked together September 18-20 to diagnose improvement opportunities within the hospitalist model of care. The group spent three days mapping the current state, determining what the future state should ideally look like, and coming up with a plan for how to get there. The plan involves 24 separate initiatives. Some of the initiatives are complex and may result in full Kaizen events sometime over the next 24 months, while others are simpler and may be considered smaller projects or “just-do-its.” Others may be explored but dropped if they are lower priority and resources aren’t available or the timing isn’t right. Some of the 24 initiatives include: 

Physician recruitment (having two Internal Medicine and three Family Medicine groups to lower the physician to patient ratio).

Creating standards to ensure Internal Medicine and Family Medicine physicians are consulted appropriately for admissions, including standard handover and standard orders.

Minimizing the footprint of teams to have all members together and better able to facilitate the plan of care for patients.

Standardized, multidisciplinary rounds at the bedside with a functional whiteboard and real-time charting/orders.

Putting measures in place to ensure the patient journey is not slowed down on holidays and weekends.

Creating functional workspaces for physicians (including a computer with all necessary programs, a chair, a nearby printer and a phone.) “This was a good event. It was nice to have so many people working together to find a solution. It’s nice to see that change is coming and leadership supports it. There’s lots of work to be done but I’m optimistic it will get done. – Dr. John Coady, Family Physician “It was really interesting to understand the full scope of pressures that physicians are facing. It was good to be a part of this process and great to see other staff have input as well. – Jennifer Levy, Occupational Therapist “What we’re doing you won’t find frequently in hospitals. We’re early in our days but we’re doing great work and seeing results.” – Dr. Dick Zoutman, Chief of Staff

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A new and improved teamwork approach to care on BGH Quinte 5 Nurses on BGH Quinte 5 participated in a Grassroots Transformation Kaizen event in April that brought to light many improvement opportunities for the unit. The goal of the Kaizen was to develop standard work for nurses, but it took a bit more brainstorming and experimenting before the team could come to a consensus. Fast forward to September and they’ve implemented a new and improved way of caring for patients and working together! Teamwork is the name of the game, with a team of four (a facilitator, two other nurses and a personal support worker) working in each of the unit’s three zones. The teams work collaboratively to care for patients in their zone, allowing them to complete tasks quicker and spend more time with patients. The teams participate in touch-points outside of patient rooms, reviewing each of their patients’ communication boards to ensure they are knowledgeable and meeting patient care needs. In addition, this process allows for level loading the work within the team. “Working as a team makes things less chaotic and gives us more time for our patients,” said Kim Alkenbrack, RPN. “We couldn’t provide our patients the quality of care they deserved before.” The team members know each of the (13 or so) patients in their zone and are able to answer physician questions easily. And with a focus on real-time documentation, the nurses are updating patient information more often, helping physicians get the information they need much quicker. “This new way of providing care prepares the team for the unexpected,” explains Pam Melanson, Manager, Quinte 5. “They’re always caught up and able to manage any crises that arises. It’s a collaborative, patientcentred approach to care that the team has built and I’m feeling really good about it.” Whether or not the team feels good about it is something they have the opportunity to voice. At the end of each day the unit meets to discuss how the day went. Each team member is able to vote whether it was a red colour day (if they feel the day didn’t go well) or a green colour day (if the day went smoothly). Lately they are seeing lots of “green” days!

Quinte 5 staff working as a team. From left: Lindsey Crowe, RN; Heather Marson, RN; Jen Edwards, PSW; Shannon Banks, PSW in training; and Jannikka Navaratnam, RN.

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Above and beyond – Julie Pinder, an RN in the Trenton  Memorial Hospital Emergency Department was impressed  with her coworker, Kat Anastasiou, DVSARP Clinician  (pictured). DVSARP stands for Domes c Violence and  Sexual Assault Program. When a DVSARP pa ent came into  the Emergency Department in the middle of the night, Julie  wasn’t sure exactly what to do so she called Kat at home.  “She could have said, ‘use the resource binder I put  together for the department’ and went back to bed, but  instead she spent  me making phone calls and went above  and beyond to help.” 

Prince Edward County Health Care team checks #22 off the Par cipAc on 150 Playlist! – “Our group had another super  fun night dragon boa ng on West Lake,” said Lawrie  Ackerman, PECMH Administra ve Assistant. “A er the  amazing 5 km trek, we enjoyed a debrief, laughs and  beverages at the Midtown Brewery in Wellington. Thanks  go out to Kerry Ford, our fearless dragon boat guide and  organizer and to the Wellington Lions Club and their Dragon  Boat Team for their boats, life jackets etc., but mostly for  their support.”  

#TakeOwnership #4MyTeam A sa sfied pa ent – “I would just like to say  thank you to all the staff at BGH, from the  greeter at the main entrance, the nurses, Dr.  Guan and last but not least to the porter who  wheeled me out. This was my first overnight  stay in any hospital and I was quite nervous  to say the least. From my two visits to emerg  to my overnight stay in the hospital, I cannot  get over how a en ve, informa ve, caring  and personable all the staff were.  Thank you  all (too many to men on) for your care and  my successful treatment.” – Brian Murray (Pictured: Porters Donna Ray and Sharon Nolan) 

Helping hand – “I just want to recognize  that Brent Perry (BGH Emergency  Department volunteer— pictured) went  out of his way to help me at a  me of  great stress. Thank you Brent!” –Doug Story, pa ent  

#4MyyTeam

#RespectEveryone

Great strides – “My nurse in  the Belleville General  Hospital Emergency  Department was wonderful,  wonderful, wonderful. The  staff and workers in all  categories (even cleaning)  are amazing. The strides you  are making to change the  way things are done and  cu ng the wait  me for  walk‐ins is superb. I see the  difference and I'm loving it. I  am very proud of Belleville  General Hospital.”  ‐ a grateful pa ent  

#WeAllHelpProvideCare

#TakeOwnership

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Addressing safety issues – During his monthly  Healthy Workplace visit, Vice Presiden nt Jeff  Hohenkerk spent some  me with the TMH  Emergency Department staff where th hey discussed  issues around security within the department,  ensuring an up‐to‐date proper fit of an N95 mask  for 100% of staff as they have been id den fied as a  high risk group, and installing wall pro otectors to  prevent stretchers from damaging thee walls in  exam rooms. QHC Safety Specialist Sh haena  Dearman, who was also present, said “Kudos to the  organiza on for pu ng together this safety  environment and making it a priority so we can  improve issues as they’re raised.”  

#AlwaysStriveToImprove

Who inspires you? Anyone can share in celebra ng our teams – staff, pa ents, phyysicians and volunteers. Contact Carly Baxter at ext. 2677, cbaxter@qhc.on.ca.

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Family Care Rooms supporting families in need for more than 20 years

The Behaviour at Work policy was launched in the spring, replacing the former QHC Code of Conduct. The policy is based on our QHC values: Imagine it's you; Respect everyone; Always strive to improve; Take ownership; and We all help provide care. The Behaviour at Work policy outlines what it means to live our values for new and existing members of our teams. It better supports leaders and staff to acknowledge those (vast majority) who live our values daily and to hold those accountable when they don’t. It also ensures we can hold both staff and physicians accountable for violations to the policy.

Twenty-one years ago, the Belleville General Hospital Auxiliary (BGHA) established Family Care Rooms within the hospital to provide privacy and comfort to families who have a loved one who is critically ill or dying. The two rooms were made possible with money from the estate of long time Auxiliary member and retired nurse, Una Grimm. The rooms, which have helped hundreds of families over the years, were recently moved to Quinte 5 and Quinte 6. The rooms are assigned by nursing staff based on priority need. A family who is using the room may be asked to share the room or vacate the room if another family is in dire need of a quiet place to converse and/or rest. “The rooms can mean the world to a family going through a tragic set of circumstances,” said Sharon Ostman, the Auxiliary’s Inhospital Services Director. “It really makes a difference if we have staff members who understand how the rooms are to be used and can assign them appropriately.”

The policy outlines appropriate and inappropriate behaviours, as well as the process for reporting violations.

Two times per week, BGHA volunteers Anita Towill (convenor) and Leona Pellerin check the rooms to make sure everything is in order and restock supplies such as juice, coffee and tea.

A whistle-blower hotline was launched for staff and/or physicians that have exhausted all other avenues or need an anonymous way to raise concerns. Confidential or anonymous concerns can be reported by calling: 1-866-921-6714 (answered by a trained operator, 24 hours a day), or online at www.integritycounts.ca.

“Between the roles of the volunteers, nursing staff and cleaning staff, the Family Care Rooms are a joint effort and we’re so happy to be able to offer them to families in need,” said Sharon.

The Behaviour at Work policy is linked to all QHC policies and applies to everyone employed by or associated with QHC, including Board members, employees, credentialed medical staff, volunteers, students and contract workers. To learn more, visit the HR Centre section of the MyQHC Intranet. The Family Care Room on BGH Quinte 6.

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QHC has partnered with Employee Wellness Solutions Network (EWSN) to provide our teams another resource for managing daily stress and wellness issues. Over the coming weeks, you will have the opportunity to meet our EWSN health coach – Tricia Cammaart – who will make regular visits to each of our hospitals. Tricia can help you with questions related to nutrition, sleeping concerns, exercise, stress management, family health or anything pertaining to living the healthiest life possible.

Meet QHC’s health coach

A note from Tricia: Hi, my name is Tricia Cammaart. I look forward to working with you! I have been in the Health and Wellness industry for a number of years now. My current certifications are: BSC (University of Western Ontario) Personal Trainer Group Fitness Instructor Zumba Instructor Nutrition Coach with Precision Nutrition YogaFit Level1 Thai Yoga Massage for Exercise Professionals I reside in Roblin, Ontario (North of Napanee 10 minutes). My husband and I have 3 children (boy, girl, boy) all under the age of 12. We live on a 90-acre farm where we raise our own food like chickens for eggs, chickens for meat and pigs. My passions are helping others to live a healthier lifestyle through improved eating, getting more exercise, finding activities that help reduce stress, encouraging more sleep, drinking lots of water and being outside in nature. I am thankful to be joining your group and being a part of your health and wellness journey! Please do not hesitate to ask me anything anytime! Be on the lookout for Tricia at your hospital during the following dates and times. To ensure you get a chance to talk with her, you can connect with Tricia to book an appointment. Email Tricia at tcammaart@ewsnetwork.com and she will assign you a time slot for when she’ll be onsite at your location. Upcoming health coach dates/times BGH: October 6th, 9 a.m.-noon TMH: October 6th, 1 - 4 p.m. NHH: October 20th, 10 a.m. – 1 p.m. PECMH: November 3rd, 1 – 4 p.m.

Meditech upgrade November 13 – Clinical areas to initiate downtime procedures The countdown is on for the Meditech upgrade! At 9 a.m. on November 13, QHC will experience a downtime that will last approximately two hours. Clinical areas will need to initiate their downtime procedures during that time. Please ensure staff members are aware of the procedure. The IS team had productive scenario-building sessions and look forward to the upcoming testing dates (September 28, 29 and October 2, 3). All departments are reminded to complete their testing by November 1. If you have any questions or concerns about the upgrade, please contact Jamie Kay, Project Manager at ext. 3023.

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New robotic x-ray for TMH Diagnostic Imaging staff at Trenton Memorial Hospital are loving their new x-ray machine! The new digital, robotic equipment replaces their previous 20-year-old x-ray and is the first of its kind at Quinte Health Care. The new equipment is easy to use. With the press of a button, the machine robotically moves around the patient into the exact location required for the imaging. “Compared to our previous machine From left: Susan Vader, MRT; Courtney Challinor, student; Sue Andersonit is definitely a smoother transition Veley, MRT; Laura Simova, MRT; Amanda MacInnis, student; Angie from position to position and less wear Clements, MRT. and tear on our joints,” said Angie Clements, Medical Radiation Technologist (MRT). “There is a lot less bending, lifting and pulling around.” “This piece of equipment is amazing,” said Cathy Sharland, Manager of Diagnostic Imaging. “Our staff is wonderful and they deserve to have the best equipment that will make the job easier and safer for them. Our goal will be to acquire similar technology for our other radiology rooms once equipment is ready to be replaced.”

A special gift for being on insulin for 57 years Wayne McIsaac, a patient who utilizes Belleville General Hospital’s Diabetes Clinic, received a NovoNordisk Half Century Award for being on insulin for 57 years. His gift was this beautiful painting of the Bantam museum. From left: Suzanne Staley, RN CDE; Rhea Lounsberry, RN CDE; Carolyn Corbin, RD CDE; Wayne McIsaac (patient); Sarah Hayes, RD CDE; Debbie Carter (Wayne’s common-law spouse); Cathy Penlington RN CDE. QHC Vital Signs Newsletter, September 2017: Published by QHC Communications Department Editor: Carly Baxter (613) 969-7400 ext. 2677, cbaxter@qhc.on.ca

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September 2017 Vital Signs