2012 2013 providence care annual report

Respect. Dignity. Compassion.Stewardship. annual report

2012 – 2013

2 respect. Dignity. compassion. stewarDship.

Our Vision providence care will lead the way in compassion and discovery.

Our Mission trusting 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 Respect & 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.

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.

PROVIDENCECARE•ANNUALREPORT2012-133

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.

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.

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.

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.

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.

Glen WoodChair, Providence Care Board of Directors

BOARD OF DIRECTORS

David Barber

Pam Carr

Peter Finnegan

Dr. Chris Frank

Susan Freitas

Ellen Gervais

Brian Hogan (Vice Chair)

Dale Kenney (President & CEO)

Sister Sheila Langton

Peter McGeer

David Moore

Martha Morton

Peter Merkley (Vice Chair)

John Roderick

Maurio Ruffolo

Josée Thériault

Mary-Alice Thompson

Jay Wirsig

Glen Wood (Board Chair)


may 2012

• ProvidenceCare’sRegionalCommunity Brain Injury Services celebrates 25 years of service, enabling clients with acquired brain injuries to live full lives in their own communities.

June 2012

• Over75ProvidenceCarestaffreceiveeducational bursaries through the Providence Care Foundation and the Iva Speers Endowment Fund, to support ongoing professional development.

July 2012

• Long-timevolunteerAnnSt.DenisreceivesKingston’sFirstCapitalHonourable Achievement Award, in part recognizing her ongoing commitment to Providence Manor.

• Thefirstclassofspiritualhealthinterns graduates from Providence Care’sClinicalPastoralEducation program.

• KingstonnativeJaynaHefford,four-time Olympic medalist (three gold,

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

august 2012

• ProvidenceCarerenewsanagreement with the Métis Nation of Ontario to provide training, recertificationandmentalhealthexpertise to MNO health care workers.

september 2012

• ProvidenceCarewelcomesDr.RuthWilson as Vice-President, Medical and Academic Programs. Dr. Wilson is past chair of the Ontario HealthNetworkandoftheQueen’sUniversity Department of Family Medicine.

• Celebratingtheir45thanniversary,members of the1967 Graduating Class of the Ontario Hospital School of Nursing (formerly run out of the MHS site) return to tour the grounds.

october 2012

• BehaviouralSupportsOntario(BSO)launches around-the-clock access to services in the South East. Providence Care’smobileresponseteamsareavailable to support long-term care homes through this program.

• ProvidenceCare’sStaffCampaignforthe United Way raises over $61,000.

noVember 2012

• AninpatientunitintheAdultTreatment 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.

• ProvidenceManorhostsannualRemembrance Day ceremony, honoring residents who have served in the armed forces and members from CFB Kingston.

• KingstonandtheIslandsMPTedHsuvisits the Voices, Opportunities and Choices Employment Club (VOCEC) atProvidenceCare’sMontrealStreetsite in Kingston.

Year in review


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

January 2013

• PatientsandguestsnowhavefreewirelessaccessatProvidenceCare’sSt.Mary’softheLakeHospital.Atour Mental Health Services facility, wireless access is now available for corporate devices.

February 2013

• ProvidenceCare’sGreenTeamreports success in composting. The new initiative contributed to a 13% improvement in the waste diversion rate at Mental Health Services.

• ProvidenceCarepresentsthefirstannual Staff Achievement Awards to staff demonstrating leadership, compassion and innovation & discovery. Congratulations Krista Wells-Pearce, Adrianna Farcas, Barb O’Shea,JoanShermanandWayneVanalstine.

april 2013

• ProvidenceCareisthefirstinthe South East LHIN to adopt PatientJourneyModelingArchitecture(PaJMa),whichhelpsthe organization improve patient experience across hospital programs. PaJMaispartofProvidenceCare’sePatient Record, which goes live at the end of 2013.

• ProvidenceCarevolunteerspresenta cheque to the University Hospitals Kingston Foundation for $50,000 as part of their $250,000 pledge to hospital redevelopment.

may 2013

• ProvidenceCareachievesAccreditation with Exemplary Standing, reflecting the highest possible designation from Accreditation Canada, and ProvidenceCare’sconsistent,qualityservices.

“ 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”.

~ Brian Etherington, former patient, St. Mary’s of the Lake Hospital

“ 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.”

~ Lorene Lukashal, a Providence Manor resident

“ 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.”

~ Eleanor Grennell, wife of Providence Manor resident Herbert Grennell


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 thefirstaround-the-clockaccessforBSOinOntario,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 whentheyneeditmost.Asanaddedbenefit,visitstothe hospital emergency department are reduced.

assertive community treatment (act) teamsattendant care outreach program/endymion supportive livingcommunity connections recovery programcommunity high intensity treatment (chit) team community outreach teamcommunity treatment order teamDual Diagnosis consultation outreach teamhousing and community integration/homes for special caregeriatric psychiatry outreach/behavioural support services teamshildegarde centremood Disorders outreach teamspersonality Disorders outreach teamsregional community brain injury servicesVoices, opportunities and choices employment club (Vocec)

Activity Statisticsprovidence 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

Providence Care Community programs

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.

“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)


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 theeffortsofaQueen’sUniversitymedicalresidentandProvidenceCarestaff,there are over 40 students involved in activity programming at the long-term care home.

Dr.JonathanWitthadjustcompletedaFamilyPracticeResidency(throughQueen’s)atProvidenceManorwhenheofferedtohelpseekoutnew 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 theManor’scoffeeshop,pubandCountryStore.

planning for the futureProvidence 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 nextfiveto10years.Whileitisstillearlyintheprocess,staffareconsideringhow best to meet the needs of residents in a safe, homelike environment.

Providence Manor: Excellence in long-term care

new volunteer program brings

students into long-term care

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.

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

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.

Activity Statisticsthere were 134 new resident admissions to providence manor in 2012-2013.

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.


Partners on the patient journeyhospital programs focus on patient experience

ProvidenceCareadopteda“PaJMa”processin2011,alsoknownasPatientJourneyModelingArchitecture.Theprocessfocusesonthepatientjourneyfromadmissiontodischarge,andidentifiesareasforimprovement.ProvidenceCareisthefirstintheSouthEastLocalHealthIntegrationNetworktoadoptthemethodology across its hospital programs as part of its larger electronic Patient Record (ePR) project.

“Itiscriticalweunderstandapatient’sfootstepsthroughthesysteminorderto 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’sePatientRecordproject.“Whenweknowhowtheinformationisflowing,wecan identify any potential gaps, and make the experience better for the patient and the care team.”

ThePaJMamethodologywasdevelopedbyDr.CarolynMacGregorandDr.JenniferPercivalfromtheUniversityofOntarioInstituteofTechnology.“It’sbeenan 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 differenceClinicalstafffromdifferentdisciplinescametogetheratSt.Mary’softheLakeHospital 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.

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.

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.

Activity StatisticsSt. 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 1,099outpatient visits 44,513day/night care visits 499diagnostic visits 597


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.

Coming together to build Providence Care Hospitalpatients, 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’softheLakeHospital.

“I’vebeenherealongtime,”saidReginaldBarker,aProvidenceCare client who has been involved in the design process. “I know what would make things better, that is why I wanted to be involved.”

InJune2012,ProvidenceCarehostedapublicsessionandupdate 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.

best-practice team learns from other projectsIn 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,easywayfinding,andcareforpatientswithdementia.

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.


High quality, compassionate careaccreditation with “exemplary status”

In 2012-2013, Providence Care achieved the highest possible designation from Accreditation Canada, a not-for-profitorganizationthatsetsstandardsforquality and safety in health care. Surveyors assessed theallofProvidenceCare’sprogramsandservices,andcommentedonthestrong,ethics-basedculture,thestaff ’screativity 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 with99.3%of1,507standardsofexcellenceisasignificantachievement 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

patients, clients, residents and families give providence care top marks results of satisfaction surveys

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

100% inpatients surveyed ranked their care as “good” to “excellent”

97.8% inpatients surveyed said they would recommend providence care

Palliative Care

96.9% families 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

90% inpatients surveyed were satisfied with the overall quality of care

Inpatient Mental Health

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

Long Term Care

100% residents say they receive treatment and medication when needed


Revenues Ministry of Health and Long Term Care Funding $113,516,000

Patient / Resident / Client 6,322,000

Other (incl Departmental Recoveries, Rentals, Parking) 6,879,000

total operating reVenue $126,717,000

Compensation $101,554,000

Supplies, Facility Costs 19,203,000

Drugs and Medical / Surgical Supplies 2,236,000

Amortization Expense 2,573,000

total eXpenses $125,566,000

Excess of Revenues over Expenditures* $1,151,000

Expenditures

Providence Care Fiscal 2012/2013 Revenues

Financials

mohltc/se-lhin networK

87%

patient/resiDent/ client5%

other (incl. recoVeries, rentals, parKing)

8%

“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

Our Main Sites

Our Information Website www.providencecare.ca | Email [email protected] 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 foundation55RideauStreet,Suite4,Kingston,OntarioK7K2Z8|TEL613-549-5452

Our Partners affiliated with st. lawrence college and Queen’s university in Kingston, and as a member of the 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.Pourlaversionfranç[email protected],poste5668|SomeimagesinthispublicationarecourtesyofLoyalistCollegePhotojournalism,2010

mental health services752KingStreetWestKingston ontarioK7L4X3613-546-1101

providence manor275SydenhamStreetKingston ontarioK7K1G7613-549-4164

st. mary’s of the lake hospital340 union streetKingston ontarioK7L5A2613-544-5220

2012 2013 providence care annual report

Documents

palliative care

vision providence care

longterm care programs

health care partners

new providence care

high quality care

complex continuing care

sisters of providence