2 0 1 8 / 2 0 1 9

Q U A L I T Y Y E A R I N R E V I E W

PAT I E N T S M AT T E R

RESPECTBY PHYSICIAN

PAT IENTS SA ID THEY WERE TREATED WITH

INCREASE OF 4% OVER LAST YEAR

LEADING PRACTICE DESIGNATION FOR OUR WORKPLACE VIOLENCE PREVENTION SUBMISSION TITLED: Embedding a Culture of Safety Via a Workplace Violence Prevention Program

OVERALL RATING OF CARE

15%IMPROVEMENT OF INPAT IENT

DECREASE IN

HOSPITAL ACQUIRED INFECT IONS

FOR AN I N PAT I E N T BED 1 . 4 DAYS FOR O U T PAT I E N T REHAB 1 DAY (FROM 5 DAYS IN MARCH 2018)

WAIT TIMEWAIT TIME

2.9 DECREASE IN

P A T I E N T E X P E R I E N C E

PATIENTS FIRST ACCESS, CONNECT

INFORM & PROTECT.

PHYSICAL ENVIRONMENT

INFORMATION SHARING

COORDINATION OF CARE

ACCESS TO CARE

DISCHARGE TRANSITION AND CONTINUITY

RESPONSIVENESS

RESPECT & DIGNITY

The patient voice is important to everything we do at Hôtel-Dieu Grace Healthcare. Engaging patients with their care helps transform healthcare in general – it allows to shape and mold their experience to one of

safety, satisfaction and improvements. To help promote and support the drive for active patient-engagement, HDGH has developed our own Patient Experience Framework. The Patient Experience Framework is

designed to ensure patients are able to make and influence decisions that affect their lives and their health.

E N G A G I N G F O R Q U A L I T Y

10 FUNCTIONING UNIT BASED COUNCILS ACROSS HDGH! HDGH Unit Based Councils (UBC) continue to empower frontline staff to contribute and take ownership of decisions affecting their clinical practice, education, research, patient care, and their work environments. Today, HDGH Unit Based Councils have grown from six to ten across our organization. The chairs of each UBC continue to sit on the inter-professional quality council and report on their UBCs quality improvements monthly.

- Over 117 UBC Members Recruited- 132 UBC Meetings- 86% Meeting Participation Rate- 200 Opportunities for Improvement (OFIs) actioned by UBCs- The UBCs update the publically displayed Patient Safety Boards monthly

using metrics from Unit Score Cards for patient safety indicators.

I N O U R S H A R E D G O V E R N A N C E M O D E LE X P A N D I N G

2018/2019 UBC ACCOMPLISHMENTSTNI: Coping plan booklet for clients. These booklets help clients identify ways to cope and assists staff in helping them to use these strategies not only while in our care, but upon discharge.

2South: The team thought it would be great to ask their patients what they might be able to improve upon. Today, each patient receives a “Bright Idea” form in their welcome package.

3North: This UBC promoted the use of red slide sheets for their patients to help improve care and help prevent staff injury.

RH3: Investigated the cause of some medication errors to be due to “distraction” during their medication administration process. They did some health teaching with the care team and also placed these signs outside of the medication rooms.

RCC: Improved signage and way-finding for their clients and families. They also started the “Breakfast Program” for Intensive Treatment Program children. The children LOVE their hot breakfast.

Seeing changes happen that affect our day to day workHaving a voice

Getting to know my colleaguesFeeling heard

An excellent forum to propose change and work to make it happen

FAVOURITE PART OF BEING ON AN UBC – WHAT STAFF HAVE TO SAY...

3N UBC

ES UBC

RH1 UBC

3S UBC

RH4 UBC

2S UBC

RCC UBC

FOOD & NUTRITION UBC

RH3 UBC

TNI UBC

To show how quality flows through our organization, HDGH has created the Quality Committee Framework as a visual representation. It serves as the foundation for quality improvement throughout the organization. It is specif ic to each one of our strategic drivers: Our Patients, Our People, and Our Identity.

OUR PATIENTS SERVICE

EXCELLENCE

OUR PEOPLE BEST PLACE

TO WORK

OUR IDENTITY CENTRE OF

EXCELLENCE

PARTNERING WITH OUR PATIENTS

AND FAMILIES IN THEIR CARE

PARTNERING WITH OUR STAFF IN CONTINUOUS

QUALITY IMPROVEMENT

PARTNERING WITH OUR COMMUNITY

TO MEET THE NEEDS OF OUR

PATIENTS

Keep me safe

Listen to me

Be kind to me

Explain things to me

I am safe

I am respected

I am engaged

I am heard

I can reach my full potential

Help me find my way

Take my hand and guide me through my journey

Provide access to services in the community

QU

AL

ITY

CO

MM

ITT

EE

Q U A L I T Y F R A M E W O R K

The Quality Committee Framework Is a series of linked committees that coordinate and provide a connection from the Board of Directors to the frontline staff.

At the centre of this framework sits the HDGH Patient & Family Advisory Council (PFAC) because the patient and family are at the centre of everything done at HDGH. It is important that patients and their families have a voice and are involved in direct decision making about their care. Each committee or group around PFAC makes decisions about how quality and safety are executed throughout HDGH. There is continuous monitoring and reporting of metrics through the various committees from frontline to Board of Director level. The HDGH Research and Evaluation Department works with each of the councils and committees with program planning and evaluation as well as knowledge transfer and education opportunities.

MEDICAL ADVISORY COMMITTEE

MEDICAL QUALITY ASSURANCE

DIRECTORS COUNCIL

INTER-PROFESSIONAL QUALITY COUNCIL

PROGRAM QUALITY COUNCILS

UNIT BASED COUNCILS

BOARD QUALITY

EXECUTIVE LEADERSHIP COUNCIL• Strategic and Operation Plan• Senior Management Council

• Quality of Medical Care• Credentialing & Re-Appointment • Professional Staff Matters• Professional Staff Policies

• Morbidity and Mortality • Review Quality of Care

Information Protection Act • (QCIPA) Competence and

Quality Assurance

• Patient Surveys• Accreditation Oversite• Risk Management• Hospital Policies• Joint Occupational Health

& Safety Committee • Privacy Oversite • Financial /Decision Support

/Performance Oversite (sustainment)

• Utilize Evidence Based Practice• Quality Improvement• Education/Innovation/Research• Professional College Regulations• Clinical Policies• Infection Prevention and Control• Monitoring of quality trends, safety

metrics and patient experience data

• Develops Program Goals and Objectives

• Monitors Program Scorecards and Indicators

• Develops Program plans and integrates quality improvement and safety

• Unit Based Quality and Safety

• Clinical Work Environment• Clinical Practice• Monitors Unit Scorecards• Updates Patient

Safety Boards

• Monitor Quality of Service within HDGH

• Oversee preparation of Quality Improvement Plan oversight

• Ensure Regulations met (ECFAA, Hospital Management Regulations, 965)

RESEARCH & EVALUATION• Research• Program Planning & Evaluation• Knowledge Transfer & Education

PATIENT FAMILY ADVISORY COUNCIL

A C C O M P L I S H M E N T S

On February 8th, two countries were bridged together through one common goal: keeping our patients, and thus, our communities, safe. The International Patient Safety Symposium welcomed a captive audience of over 100 to hear from healthcare, education, and business industry experts from Windsor and Detroit regions.

Hôtel-Dieu Grace Healthcare (HDGH) was proud to be an event partner for the Symposium, as we shared a number of organizational resources through information booths and speakers.

HDGH President and CEO, Janice Kaffer spoke on the need for staff safety and how HDGH has learned, improved, and continues to strive to uphold staff safety. Janice spoke on the ways staff safety impacts the safety of our patients.To conclude the event, HDGH’s Alison Murray, Director of Quality, Health Information Management, and Technology, along with Kathy Quinlan, Manager of Quality and Clinical Projects spoke about the voice of the patient and what our organization has done to improve the patient care journey. Some of these projects include our refreshed Strategic Plan that ensures our frontline staff see themselves in the plan, Unit Based Councils identifying areas for improvement on their unit, and real-time patient satisfaction surveys that ask for feedback from patients in order to make changes for the better.

K E Y I M P R O V I N G

Presenting at the International Safety Symposium

H A N D O F F S B E T W E E N A C U T E C A R E A N D H D G H :

- In collaboration with HDGH’s acute care partners, a written handoff report form was developed to be used by both organizations along with establishing process to also incorporate a phone report.

- An escalation process was established for Manager to Manager follow-up with any identified concerns.

- Quarterly meetings between the two organizations were established to review process and discuss any process improvement opportunities.

Choosing wisely initiatives: - Tip of the month included in Medical Afffairs newsletters for

physicians to review and institute in their practice.

Falls Committee Process Improvements- Standardized abbreviations on white boards to describe level

of assistance for patient mobility.- Updated the MORSE falls scale and interventions.- Refined criteria for patients requiring direct observation and

personal alarm use.- Refined categories in Safety Reporting System on mobility

status to improve data and trending.- Purchased additional patient alarm systems for fall prevention.- Standardized tool for fall investigation follow-up.- Information for fall prevention on admission package and

staff education during patient safety week.

eason’s Greetings to All the

Professional Staff at Hôtel-Dieu

Grace Healthcare. Over the

last two months we have hosted two

excellent speakers for Grand Rounds, Dr.

Vasudev from London Schulich and Dr.

Jouney from Michigan. They brought

information about Non-Pharmaceutical

treatment for Depression and a great

primer on Addiction Medicine. The

plan is to offer another Grand Rounds

in the New Year. These programs are

accredited and free of charge and we

encourage everyone to take advantage of

the learnings.

The HIS-Cerner project-Evolve, is still

underway, though quiet at the moment

as we wait for the arrival of Cerner on

site (hopefully in February). We will be

keeping you informed as events happen

and training begins. Dr. Vince Ruisi will

be leading us in this major change in our

work life at the hospital.

As the holidays approach, we would

like to wish everyone a safe and festive

season with your friends and family.

Don’t forget the Professional

Staff Quarterly meeting with Hot

Breakfast on December 14th at 8am

in the Chrysler Room, we hope to see

you there!

N O V E M B E R 2 0 1 8

D R . C O L I N M A S C A R O

Dr. Colin Mascaro, a PGY5 Resident in Physical Medicine & Rehabilitation

from Queen’s University in Kingston, will be completing a Physical Medicine &

Rehabilitation elective at HDGH under the supervision of Dr. Nathania Liem,

Clinical Lead. We wish him a great experience during his time on our campus from

December 18, 2018 – January 14, 2019.

Welcome aboard!

elcome to the Mid-Winter Newsletter. We have some good news to share about new additions to the Medical Staff and additions to our physician families! Congratulations to all the new parents and grandparents. As an update on the HIS

project with Cerner we are happy to report that Cerner will be coming on site to start the real work of the transformation in March 2019. We will start to see what our new world is going to look like as they roll out their product.In addition, a reminder for all staff to watch their emails for the 2019/20 re-application forms which will be available soon

through the CMARS portal. The deadline for all applications for Windsor Regional Hospital and Hôtel-Dieu Grace Healthcare

(HDGH) is March 31st, 2019. Hope to see many of you at the upcoming Geriatric Conference on Saturday, February 23rd!

F E B R U A R Y 2 0 1 9

P H Y S I C I A N A S S I S T A N T - P a l l i a t i v e C a r e U n i tWe are currently recruiting to fill a Temporary Replacement (approx.1 year) for our Physician Assistant in the Palliative Care Unit. We have several interested and qualified physician assistants who have applied.

A N N O U N C E M E N T SThe Medical Affairs Teams is excited to announce the new additions to our members’ family teams!

Dr. Jeff Cohen officially became a proud grandpa (again!) in November 2018.Dr. Ryan Mills welcomed a baby girl, Selah Moriah Mills, born August 31, 2018Dr. Priya Sharma welcomed a baby girl, Jiya Gupta, on Friday, February 1st, 2019.

P R O F E S S I O N A L S T A F F B Y - L A W SOur Board of Directors approved the Professional Staff By-Laws on January 30th, 2019. These By-laws will take effect immediately and will be posted on our intranet on the Medical Affairs Department page. Thank you to all of the physicians for their review and feedback!

elcome to the Fall! As always, we have lots of news,

especially of the social variety. Starting October 7th,

we are celebrating Employee and Physician Appreciation

Week. Medical Affairs has been working to offer Physicians

some wellness opportunities by opening the HDGH

gym facilities to Physicians and Residents. We are also

encouraging all Physicians to take advantage of some on-site

f itness opportunities being offered, like yoga! The Employee

Perks Program (Perkopolis) has been extended to all Active

Physicians and includes discounts for a wide variety of

entertainment, services and goods. Please call Linda DiRosa

to get your employee number to access the program.

E-Volve continues to move forward under the great

leadership of Dr. Vince Ruisi. We are off icially 9 months

away from our Go-Live date of June 2020. Dr. Ruisi has a

helpful FAQ newsletter with lots of great information to

keep us up to date.

An area of focus for the Program Medical Directors this

year is to improve meeting attendance. Our city wide

Credentials Committee has increased the focus on this part

of our by-laws, which outline a 70% attendance requirement

at Program meetings, and 50% at the Professional Staff

Quarterly meetings. There are many important updates and

quality initiatives discussed at these meetings and all HDGH

physicians are encouraged to set time aside to attend them.

Hoping that everyone can f ind a social, learning, or wellness

opportunity over these upcoming busy Fall months.

O C T O B E R 2 0 1 9

Dr. Andrea SteenTransfusion medicine: Don’t transfuse blood if other non-transfusion

therapies or observation would be just as effective.

Blood transfusion should not be given if other safer non-transfusion alternatives are available. For example,

patients with iron deficiency without hemodynamic instability should be given iron therapy.

Autumn, the year’s last loveliest smile.

C H O O S I N G W I S E L Y

C A N A D A T I P O F T H E M O N T H

In May of 2019, HDGH’s Infection Prevention and Control Practitioners, Lindsay Samoila and Ray Elwoord travelled to Quebec City to present on how HDGH solved common Personal Protective Equipment (PPE) challenges. A patient safety risk was identified as there was no standardized process for the storage of PPE at point-of-care to promote best practice donning and doffing techniques. An inter-professional working group composed of IPAC, Environmental Services, Materials Management, frontline staff, Ergonomist, Clinical Practice and Facilities was formed to review the situation using prospective analysis as the primary methodology. The team used a system-based approach to identify risk points and used current state analysis to focus on areas of improvement and determined risk reduction strategies.

HDGH IS IMPROVING PATIENT CARE THROUGH CHANGE DAY ONTARIOAs our tagline says, we’re changing lives together at HDGH, so when we heard about the opportunity to make change province-wide, we were eager to take part.

We knew, though, that we could not make a pledge that would speak to enhancing the experience of the patients in our care without actually consulting them, so as we do with the majority of our work, we brought our Change Day Ontario pledge ideas to our Patient and Family Advisory Council’s (PFAC) table.

Together, we finalized our Change Day Ontario pledge to involve patients/clients and families in their care.

Infection Prevention and Control Canada National Conference

I P A CP R E S E N T A T I O N

“I pledge to involve patients/clients and families in their care by always listening to the patient when determining their goals of care.

Judy Simms, HDGH Clinical Practice Manager

Quality improvement is an ongoing priority that helps us continually f ind new and better ways to enhance care for patients, increase satisfaction and achieve even better clinical outcomes. Our Quality Improvement Plan, or QIP, is one tool that we are using to help us document and review our current performance in a variety of areas. With this plan, we will be able to very clearly see our targeted areas for improvement and chart our progress.

The HDGH QIP Scorecard is updated quarterly to show how we are measuring against our key performance indicators relating back to the Annual Quality Improvement Plan.

Q I P Q U A L I T Y I M P R O V E M E N T P L A N

Measure/Indicator from 18/19 17/18 Performance

18/19 Target

18/19 Q4 Performance

Would you recommend this hospital to your friends and family? (Inpatient care) (Definitely yes)

69% 71% 75%

Employee Workplace Violence Incidents without Injury 82.9% 90% 78.6%

Did you receive enough information during the admission process (Definitely yes) 18% 23% 32%

Did you receive enough information from hospital staff about what to do if you were worried about your condition or treatment after you left the hospital? (Definitely yes)

31% 38% 34%

Medication reconciliation at admission 47% 95% 98.3%

Medication reconciliation at discharge 95% 44.7%

Rate of psychiatric (Mental Health and Addiction) discharges that are followed within 30 days by another Mental Health and Addiction admission

9.26% 6% 0%

Total number of alternate level of care (ALC) days contributed by ALC patients within the specific reporting month/quarter using near-real time acute and postacute ALC information and monthly bed census data

15.43% 16.5% 13.4%

For more information about Quality Improvement Plan for HDGH, go to

W W W. H D G H . O R G / Q I P

Hôtel-Dieu Grace Healthcare (HDGH) is committed to improving the health and well-being of the Windsor-Essex community through the delivery of patient-centered, valued-based care. Our 2019-2020 Quality Improvement Plan(QIP) continues to be driven by our three strategic drivers: Our Patients; Our People; and Our Identity. Our goals and improvement plans for our 2019-2020 QIP were co-developed by staff, and our Patient & Family Advisory Council.

Q U A L I T Y I M P R O V E M E N T P L A N 2 0 1 9 - 2 0 2 0A N N U A L H D G H

HDGH believes strongly that excellence in patient/client care starts with employees working in a safe environment when providing care to patients and clients. The safety of our people is foundational and our Workplace Violence Prevention Program is a foundational element of our efforts. This includes providing education to our patients, clients, families and community about ways we can work together to keep everyone safe and encouraging individuals to report all incidents.

Safety upon discharge is paramount in continuing a patient/client’s journey. At HDGH, improving hospital discharge experiences is a vital step in helping our patients and clients lead healthier lives. HDGH partners with patients, families and caregivers to ensure all changes to medications are resolved prior to discharge and increase patients' understanding of their medications.

Partner with home care and our community partners to ensure the facilitation of appropriate and timely discharges to an Alternate Level of Care (ALC).

Improving hospital discharge experience by making sure patients have the information they need when they leave our sites so they can stay healthy and well.

Reduce re-admission rates for our mental health patients with full case reviews on all re-admissions. We will ensure gaps in the system are identif ied as they relate to access/intake and discharge to prevent the need to return to acute care.

Improve timely access to information to our primary care providers so on patient follow-up, primary care providers have the information they need for continuity of care.

Improve early identif ication of palliative care patients and ensure that those with a progressive, life-limiting illness have their palliative care needs identif ied early through a comprehensive and holistic assessment.

In 2019, the HDGH Quality Improvement Advocate team grew to a team of two. Sue Garbula joined Norma Mamaril in meeting with our patients and conducting real-time surveys on our patients’ experiences through admission, mid-stay and prior to discharge. Both Sue and Norma are Registered Nurses which allows them the clinical expertise when meeting with patients and ability to identify and flag any patient safety risks IMMEDIATELY.

Before introducing Sue and Norma and the real-time surveys, HDGH utilized NRC Picker’s Hospital Experience Survey to allow patients to provide feedback and help guide our practices. Since the introduction of Sue and Norma, our response rate has gone from 32% using NRC to 62% and now provides a more proactive approach. The information shared with Sue and Norma also allows us to act immediately and improve the patient’s experience while they are still receiving HDGH services – a great example of our HDGH commitment and investment in quality improvement!

SURVEY SAYS…..- Through January- December 2018 1235 patients were welcomed and surveyed- 397 discharge surveys were completed- 2019 – 66% said they received enough info on admission (42% in 2018)- 9.2/10 Average rating of Treatment of Staff since arriving- 96% of patients received a welcome package- 100% said services were always sensitive to cultural needs- 2019 – 99% would recommend HDGH (85% in 2018)

ACCREDITATION PREPARATION INVESTMENT:- In January of 2019, 25 members (23 Leadership and 2 PFAC members) received a 2-day training and education on how to conduct

a Tracer for Quality Improvements. Standard Operating Practices were developed for conducting a Tracer. 46 HDGH Tracers were completed between February 2019 to May 2019.

- Simulated Mock Survey in March to assist in preparing organization. - Communications strategy with weekly articles in Need to Know, poster boards on units and huddles. In addition, all staff and physicians

received an Accreditation Handbook and were invited to particiapte in a Kick -off event and Accreditation Jeopardy Game- Frontline staff and PFAC involvement in Accreditation Working Groups

I N V E S T M E N T I N

Q U A L I T YQuality Improvement Advocates

The Quarterly review (or 90-day Review) is an HDGH pharmacy led documented review of each patient’s medication conducted every three months. Medication reviews involve a comprehensive evaluation of each drug to check for appropriateness for the patient condition, its safety, effectiveness, and to avoid potential drug interactions and adverse drug effects. Medication reviews is an opportunity to reduce the potential harm of “polypharmacy” by deprescribing inappropriate medications and to optimize the treatment and therapeutic effect of each drug. Medication review is an important mechanism to educate and involve patients in decisions about their medications.

Current Metrics for 90 Day Medication Reviews completed in April 2019 are 100%. (30/30 patients had a 90-day medication review completed)

D AY M E D I C A T I O N R E V I E W S :

OPIOID STRATEGY:- The Pharmacy team play a vital role to support the appropriate use and access of narcotic drugs.- They collaborate with the inter-professional team to enhance patient safety by reviewing any patient orders with two or more narcotics to ensure appropriate utilization, duration of use, and potential alternative drugs for pain control.- They developed process for pharmacy consults to review opioid needs and provide support and education around opioid issues.

NALOXONE STRATEGY:- Naloxone policy developed and Medical Directive.- Training and education for staff and Board of Directors.- Distribution kits to all high risk areas, WMS, ACT, TSC, RTF, WPEP as well as by our AED’s.

PATIENT CASE REVIEWS IN MQA: - Review of Difficult cases as well as Patients who return to acute care within 48 hours.- Medical Quality Assurance Committee reviews difficult patient cases and all cases who return to acute care within 48 hours by

conducting thorough chart reviews, investigation and discussion of findings for quality improvements.- MQA also reviews physician score card data and real time survey data to identify areas for improvement.

Our Patient & Family Advisory Council (PFAC) is at the center of all that we do here at HDGH. The group started as an “Engage-ment Council” when they were first established in 2015 but over the last year it was evident that this group was much more than that. The name change to “Advisory Council” was warrented as the group has been instrumental in providing feedback on brochures, patient information, and on assisting to develop and monitor our Quality Improvement Plan.

This year, PFAC developed the benevolent fund with our staff to identify the needs of our patients to support financially. Many members of our PFAC are also involved in other committees to ensure that HDGH has a “patient voice” at the table. Some of these committees include: Strategic Advisory Committee, Mission Achievement, Accessibility committee, RCC, MHA, UBC’s, Ethics committee, Wound Care and French Language.

PFAC AND ACCREDITATION Our PFAC were also directly involved in various working groups to help us prepare for the Accreditation in June 2019. They gave valuable input and suggestions on how we “involve or seek input” from our patients and families here at HDGH as over 40% of the Accreditation Standards were changed this year to include this language and philosophy. They received their own Accreditation Binder on the standards that they were reviewing and sat on the following working groups:

Leadership, Rehabilitation, Mental Health inpatient and outpatient, Hospice and Palliative care. They also met with our surveyors during our accreditation cycle and were instrumental in helping us achieve our Exemplary Standing.

HDGH also requested a Patient Family Surveyor as part of our Survey Team.

Two of our PFAC members attended our training and education session through Accreditation Canada on how to use Tracers for Quality Improvement and were involved in completing over 20 HDGH Tracers for Quality Improvement with us.

PFAC AND REAL-TIME SURVEYSOur PFAC team also developed their own “real time survey” that they complete with our patients and family members who are “mid stay” with us.

“I believe in having non-hospital people doing the interview made this process so

authentic (no fear in answering.) Patients and their families spoke freekly. They

were quick to give numerous positive comments and recommendations for im-

provement. For me personally, very pleased that HDGH allowed me to be a valid

participant in a process that can make a difference in patient-care.”

Barb Masotti, Chair, Patient and Family Advisory Council

“The commitment of HDGH senior leadership over the last five years

to create opportunities for patient and family advisors to share their

insights and perspectives in developing new systems of care and in quality

improvement endeavors is impressive and will inspire others.”

BEVERLY H. JOHNSON - IPFCC President & CEO

PA T I E N T & F A M I LY

A D V I S O R Y C O U N C I L

• Evolve: Clinical Transformation Project; GO LIVE June 2020.

• PFAC work plan: Orientation, Handbook, Tours, Presentations, and Annual Reports.

• PFAC revising their “real time survey” for patients in “mid-stay” at HDGH and also developing standard

work around the quarterly completion of these.

• Add another PFAC member to the HDGH Board of Directors allowing them “voting membership.”

• PFAC involvement in the interview process.

• Further link the UBCs and PFAC in their efforts for Continuous Quality Improvement.

• HDGH Tracers for Quality Improvements.

• Indigenous Cultural and WeTrans training expansion to other leadership and frontline staff.

“I am so very proud that over the past 3 years, HDGH has developed and advanced throughout the entire organization

an unwavering culture and commitment to quality care, service and patient safety, culminating in accreditation with

Exemplary Standing, Accreditation Canada’s highest award. On behalf of the Quality Committee, I thank frontline

staff, leadership, physicians and volunteers for their ongoing diligence and dedication throughout the process

– all in pursuit of the highest level of care for patients.”

- John Clark – Chair of the Quality Committee of the Board -

W H A T ' S T O C O M E

2 0 1 9 / 2 0 2 0