September 2020

Lifemark cares 1

The pulse on our people 2

Tech tips 7

Message from marketing 8

Digital download 8

HR hub 9

Knowledge sharing 10

Movement matters

Diversity & Inclusion focus at Lifemark: YOU BELONG HEREAs you all know, there has been an awakening in our society in recent months. The reality of racial injustices have been brought to the forefront; unveiling deep rooted hurt, pain and racial trauma for Black, Indigenous and People of Colour (BIPOC). It is incumbent on many individuals, organizations and communities to try to comprehend how generations of discrimination, inequality and violence have contributed to these injustices and, as an organization, do our best to address them. At Lifemark, we support the Black Lives Matter movement. Our perspective on diversity and inclusion has broadly focused on people with disabilities, gender and sexual identity. However, in the wake of this societal shift, we are revisiting our lens on Diversity and Inclusion to focus on fighting racism against BIPOC. We have established multiple working groups under a central committee that is action-oriented to ensure we raise awareness, reinforce appropriate behaviours and create pathways for real change. We have working groups focused on:• Learning about ourselves and changing our demographics• Reviewing our policies• Our “You Belong Here” value as a contributor to our culture

Our plan is to better understanding the diversity amongst our employees today and determine our goals for the future. The objective is to develop an action plan to address gaps and educate ourselves about anti-racism, encourage conversations and solutions-based dialogue, while sharing our experiences and learning from one another. Ultimately, we will understand the demographics of our company, learn about ourselves (do we have implicit or unconscious biases?) and how we interact with others. To re-affirm our company’s commitment to combat anti-Black racism (and all forms of racism and discrimination) we should

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Lifemark cares

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all do our part to speak up against it at work as well as in our communities. As an organization we are open to understanding where we are today and what action we need to commit to moving forward on our inclusive journey.In the words of author and activist Ijeoma Oluo, “The beauty of anti-racism is that you don’t have to pretend to be free of racism to be an anti-racist. Anti-racism is the commitment to fight racism wherever you find it, including in yourself. And it’s the only way forward.” We must acknowledge and understand our own social perspective and comfort level, and proactively seek self-education resources. Taking a self-assessment tool is one way to identify one’s own areas for growth. Here is one from a Harvard University non-profit organization that is quite helpful: https://implicit.harvard.edu/implicit/takeatest.htmlLet’s reinforce diversity and inclusion as a strength of Lifemark and work together to do so. Our stated value “You Belong Here” reflects our culture of caring and must apply to each one of our employees. We encourage everyone in the organization to prioritize their learning by listening, reading, reflecting, and

becoming part of the solution. This not easy work, but if we lead with empathy and a willingness to learn, Lifemark will grow as an inclusive, anti-racist space for everyone. You will be hearing about our work in the coming months.

Sherian Singh Manager, Business

Development

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Pulse on our peopleTrilogy Physiotherapy has once again been nominated for the Toronto Star Readers’ Choice Award for best physiotherapy clinic and best massage clinic. Cast your votes until October 11, 2020. It takes less than two minutes to vote. Best Physio clinic: https://www.thestar.com/readerschoice-toronto/categories/health-wellness-fitness-beauty/subcategories/physiotherapy-clinic-servicesBest Massage: https://www.thestar.com/readerschoice-toronto/categories/health-wellness-fitness-beauty/subcategories/massage-therapy

Below you can find a link to a TEDxAbbotsford given by Vinu George, physiotherapist at Lifemark Physiotherapy - Millwoods. The thirteen minute talk is about pain and immobility.https://youtu.be/2hZW_nLxVQU

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Keeping the pulse on our peopleCanadian Insurance Claims Managers Association 4th Annual Golf TournamentCassie Apostolidis, Business Development Associate, Viewpoint (second to left), attended the 4th Annual CICMA – Southern Chapter golf tournament in Kananaskis County, Alberta on Thursday, August 20th along with TD Insurance Accident Benefits Claims Manager Scott Robinson (right)

Michelle Stone Director of Business Development, Western Canada (Viewpoint), and Patricia Coninx Business Development Manager, Viewpoint (golfing), also attended along with Patrick Heinsen and Cory Ryan both Partners with BLG Law Firm. Despite social distancing measures in effect, the event was successful in bringing together insurance managers, lawyers and vendors for some much needed fun and fresh air.

pt Health Ontario operations updateThe Ontario pt Health clinics have been busy mastering infection control practices when they are providing in-person care while also working hard to maintain a virtual care case load. They have launched training for all of the new MVA PPNs and are excited to see these assessments grow each week. They have begun to integrate OT into their practices and are identifying opportunities to add clinical specialty programs in clinics which will better serve the patients of Ontario. Shout out to the team at pt Health Thorold for embracing virtual care and working hard to build up in-person care safely. Also great work from physiotherapist Elizabeth Abraham at pt Health North Brampton who, despite challenges converting our geriatric patients to virtual care, was able to build a great hybrid case load. Thank you to Tynisha Kendrick, the patient coordinator at pt Health Barrie for taking the initiative to coach patients before their first virtual care session to ensure they had a great experience. They were lucky to welcome their new team member, Deirion Sookram, physiotherapist at pt Health Petrolia, right before the pandemic hit and, even though he had not yet moved to Petrolia, he jumped right into virtual care from Toronto. Thank you to all of our head office and administrative support teams - we could not do it without you!

#GreatCycleChallengeThroughout the month of August, Brian Tomie from pt Health Physiotherapy - Bedford Place Mall, rode in the Great Cycle Challenge to fight kids' cancer. https://greatcyclechallenge.ca/riders/briantomie

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Keeping the pulse on our peopleBalance Awareness Week 2020From different corners of the country, clinics across the Lifemark family had a great time celebrating Balance Awareness Week. They know how to keep their balance alongside VeDA's Fiona Flamingo, and they're always ready to help you regain your balance too. Check out our album of Balance Awareness Week photos on Facebook HERE

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Keeping the pulse on our peopleBelow is an article written by Maria Milioto, Vice-Présidente Opérations Quebec, about virtual care that was published in the Big Thinks Magazine. Maria expresses her gratitude to Shari Cohen, Judy Boivin and Brenda Grob for their assistance.

Physical therapy goes virtualAs communities around the world fight off the coronavirus pandemic, physiotherapists have faced a unique challenge of treating their patients while at the same time, social distancing. For a profession, that is primarily hands-on, this required changes to the way physiotherapists work on a day to day basis. Although we have embraced telehealth for many other types of medical care, the biggest obstacle in physical therapy has been for people to change their mindset and accept that patients can be treated virtually with excellent outcomes. For many practitioners and patients, virtual physical therapy has been an oxymoron, with “virtual” and “physical” being thought of as mutually exclusive

categories. Bridging this gap and bringing the two together turned out to be an effective and reliable way to provide exceptional care, while keeping patients and therapists healthy and safe. The industry has been pushed to change its thinking, its assumptions, and its approach and to adopt virtual care.Medical Colleges and Universities, education being the other known bastion of “tried and true,” have had to quickly adapt to new circumstances as well. We saw this first hand when McGill University School of Physical & Occupational Therapy (SPOT) approached Lifemark Health Group after hospitals and clinics were forced to cancel physiotherapy students’ clinical placements due to COVID-19. The University recognized the need to adapt their clinical teaching during these times to ensure students graduate on time, asked our organization to train their faculty and students on Virtual Care and most importantly, to offer digital care placements to physical therapy

(PT) and occupational therapy (OT) students. We took the challenge and welcomed 46 PT and 13 OT students in 21 digital care settings/facilities. The students’ experience has been so positive, and the fact that digital care has been approved by the regulatory body as being part of a valid clinical experience, that from now on, Digital Care will be introduced within the regular PT and OT curriculum. This shift is going to have a profound impact on patients and practitioners and bring a dramatic improvement in both accessibility and quality of care.

So, what exactly is digital physical therapy? Digital practice – or virtual care – is the remote delivery of health care services using telecommunications technology. In appropriate circumstances, it can provide a mechanism for physical therapists to provide continued care while simultaneously limiting the potential spread of the virus.

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Keeping the pulse on our people

Tele-practice allows patients to be assessed and treated without in person visits to a clinic.The concept of it is not entirely new or invented in 2020 – there have been pioneering practitioners, embracing new technologies and virtual physical therapy for years. There have been hundreds of studies around the world that provide additional evidence in support of including virtual services within traditional models of care. The World Confederation for Physical Therapy (WCPT) launched a collaborative effort to develop initiatives for the global practice and regulations of digital physical therapy practice through a Joint WCPT/INPTRA digital physical therapy Practice Task Force. Within our industry, it is clear that digital practice is a transformation in physical therapists’ way of offering care to our patients. COVID-19 presents digital practice opportunities for improved access, high quality and safety in physical therapy for both service user and provider. In addition to these benefits, digital practice increases the accessibility of care for remote locations, a long-

standing problem previously not addressed. Speed to get treatment has also increased as there is no travel time involved allowing both patient and therapist to maximize the use of their time. Safety of patients has always been a concern which virtual treatments are addressing, not requiring the most vulnerable and least mobile patients to take risks traveling to therapy appointments. Ongoing challenges of no scheduling flexibility are of the past as the virtual appointments offer significantly more flexibility for patients and therapists. Besides the obvious and often repeated benefits of virtual healthcare, I have witnessed an improvement in our ability to make vital therapeutic connections, to effect change, and to promote self-management – all to the benefit of our patients. The speed at which many in our profession have embraced this new way of providing care is truly remarkable. We have gone from 45 virtual visits per month to over 3500 virtual visits on an average day.The use of modern technologies and digital practices afford the physical therapy profession an

excellent opportunity to engage with wide-ranging audiences to better effect and impact. It can result in services being delivered in a way that our service users want, providing resources and information more easily and swiftly, supporting service design and easier access, and encouraging learning and collaborative opportunities globally. Workforce development that reflects embracing change, keeping up to date with practice and modes of practice and technologies, and developing new knowledge and skills will be critical. The profession is grasping this opportunity, physiotherapists are a part of a global direction that focuses on safety, efficiency, acceptability, and effectiveness—always with the users of our services being at the core of all that we do. Other benefits include supporting service design and better access, and encouraging learning and collaborative opportunities globally.Going forward, a HYBRID model will emerge as a combination of In-Person and Virtual Care. It will provide a whole new level of safety, flexibility and convenience for patients as well as benefits to society.

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Tech tips

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REGISTER for email self-service password reset REPORT anything suspicious to helpdesk.lifemark.ca TALK 844-601-1775 MON-FRI 7AM-8PM ESTLIVE CHAT

Visit the Teams Training Channel, Helpdesk portal, Touch or the Microsoft site for interactive training videos. Download Teams today!

What you should knowOpen, unsecured public WiFi networks can be dangerous. Criminals can set up routers to provide WiFi service in public places. Once you connect, they can intercept, capture, and ivert all your communications.That means criminals can access everything from your logins and company email file attachments to the credit card information you enter on e-commerce sites.

How to safeguard against it• Don’t use public WiFi networks

that don’t require a password.• Pay attention to warnings that

you’re connecting to a network that hasn’t been secured.

• Use a Virtual Private Network (VPN) wherever possible, and always use the company’s VPN to connect remotely to company resources.

• If you’re on a public WiFi network, limit your browsing to sites that use encryption (sites with names starting with HTTPS instead of HTTP).

• Avoid logging into websites where there’s a chance that cybercriminals could capture your identity, passwords or personal information — such as social networking sites, online banking services, or websites that store your credit card information.

• If relaying sensitive information, consider using your mobile device’s data network instead of WiFi.

• Make sure your device has the most current updates and patches.

Public WiFi

Messages from marketing

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Social media – tips, tricks and best practicesWant to learn more about social media? Check out this pre-recorded webinar to learn the simple steps to developing social media posts, receive best-practice tips from peers, and hear about how you can leverage regional social media support from a Lifemark Digital Presence Coordinator (DPC) or pt Health Social Media Coordinator in your area. View the recorded social media marketing webinar to get started.

Social Media for RMTs Are you an RMT looking for tips and tricks to grow your massage practice? Check out this pre-recorded webinar with massage specific post suggestions to get you going.

Pre-made templates and key contactsCheck out pre-made social media templates (Lifemark / pt Health), and Virtual Care material (Lifemark) to help you get started. Please contact Alex Reino (Alex.Reino@lifemark.ca) or Kirsten Roesink (kroesink@pthealth.ca) if you have any questions.

Digital downloadOur End of Summer Contest has come to a close and we are pleased to say that it was a great success! Our clinics across the country acquired 608 of 5-star Google reviews, making it easier for people who need our services to find them when searching online.And the winners are…For Group 1 which is the category of clinics with 49 Google reviews or less, the winning clinic is Clinique de Physiothérapie Universelle – La Plaine in Terrebonne, Quebec! Throughout the competition, the team acquired 20 5-star reviews, bringing their total to 39 reviews. They’ve done an incredible job in improving their average star rating from 4 to 4.6!For Group 2, Clinics with 50 to 99 Google Reviews, the winner is Alta-Sask Wellness – Lloydminster in Alberta! The team at the clinic collected 27 5-star reviews to hit a new total of 80 reviews, and bringing their average star rating from 4.6 to 4.7.For Group 3, clinics with 100 to 149 Google Reviews, the winner is Active Physio Works Magrath in Edmonton, Alberta! The team acquired 23 5-star reviews to bring their total to 164, keeping their average star rating at a perfect 5.For Group 4, clinics with 150 Google Reviews and more, the winner is pt Health – Main and Gerrard Physiotherapy in Toronto, Ontario! The team at this clinic acquired 35 5-star reviews, bringing their total reviews to 210. Congratulations to each of the winning clinics! They’ll be receiving a prize for their entire teams.

Human resources hub

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Return-to-Work Program Team Lead - Lifemark Sunpark Plaza Lifemark Sunpark Plaza is seeking a full time Return-to-Work Program Team Lead to provide patient care and team leadership. Lifemark Sunpark Plaza's professional staff includes Physical Therapists, Occupational Therapists, Massage Therapists, Athletic Therapists, Kinesiologists and Physicians who treat orthopaedic and sports related injuries, as well as work-related and motor vehicle accident injuries. Additionally, we have Vocational Specialists and a Psychologist on staff whom the successful candidate will work closely with.With over 7000 sq ft of space on the 2nd floor of the Sunpark Professional Centre, we have

the ability to serve a large, varied clientele, including a complete Return to Work program for the WCB of Alberta and a full Multidisciplinary Rehabilitation Program for various insurance providers.We are seeking a Team Lead to provide patient care and provide leadership for our Kinesiologists, Vocational Rehabilitation Specialists and Physiotherapists. This leader must have a clinical designation as well as return to work/occupational health experience, and a passion for developing clinical excellence through mentorship, education and professional development. The successful candidate will spend 40% of their time engaged in administrative

duties. For the remaining 60% of the time, it is expected that the candidate will provide direct clinical services to our clients, appropriate to their discipline.

Qualifications• Registration with the

appropriate provincial/national association/college is required.

• Experience with WCB Alberta Return to Work programs is a strong asset.

• Previous experience working in a private clinic setting is preferred.

• Previous experience in a leadership role is a strong asset

Please email talent@lifemark.ca to submit your application.

Unleash your potentialknowledge sharing opportunities

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Date / Time Course Name Instructor Location

September 25-28, 2020 WorkWell FCE Erin Verbruggen & Vanessa McDermott Online & Halifax, NS

September 29, 2020 Mindfulness, Meditation & You! Rob Tyndall, OT Online

September 30, 2020 Office Hour Clinical Connection Online

October 2-4, 2020 WorkWell FCE Erin Verbruggen & Treena Terry

Online & Oshawa/London

October 2, 2020

Motivational Interviewing Refresher / Q & A Session - Prairies Program Clinic Teams

Fahreen Rayani & Joanne Park TBD

October 7, 2020

Speech Language Pathology & Occupational Therapy: Working Together!

Cris Dorcas, OT/CD Ben Gaunce, SLP Danielle Nason, OT/CD Fallon Craig, SLP

Online

October 14, 2020 Office Hour Clinical Connection Online

October 16-18, 2020 WorkWell FCE Dacia Caron Online & Vancouver

October 16-18, 2020 WorkWell FCE Erin Verbruggen & Treena Terry Online & Ottawa

October 28, 2020 Office Hour Clinical Connection Online

There's more! Visit https://lifemarkhealth.sharepoint.com/supportcentre/professionaldevelopment/pages/default.aspx