Working together for a healthy community

CENTRETOWN COMMUNITY HEALTH CENTRE ANNUAL REPORT 2012–2013

Every One Matters. Celebrating a year of achievements A word from the board president and executive director

Here we are at the end of the first year of our included transitioning to new electronic clinical collaborative strategic plan 2012-17! As is records used by clinical staff, changing human to be expected, with the community sharing resource tools from paper to electronic, their expectations through our strategic developing our first quality improvement plan planning exercise, a number of changes and preparing procedures and tools for our were made to Community Health French Language Services designation. Centre’s (Centretown CHC) programs. Some of these transitions, particularly moving Some of these were tweaks like offering to a new electronic clinical records system, bilingual wellness programs at the centre have not been easy. Our comprehensive and offering more health promotion initiatives model of care presents unique challenges to and playgroups in schools, parks and professionals in the health records industry. The shelters. Others were significant such as the technology in healthcare has not yet advanced new SCREEN project to assist immigrant to a place where providers can have the most communities assess their risk of developing effective tools to provide the best possible care. diabetes, enabling senior pride resources to assist agencies that serve older adults and Throughout these changes, staff has been mapping out a process with other CHCs resilient, caring and patient. Their number one and practitioners to support transgender priority is always “How best can this change individuals with hormone assessments. improve the health and well-being of our clients and the community as Every One Matters? Demands from the community and clients We continue to strive towards that goal. continue to increase, particularly in response to urban growth. To meet the needs of a We would be remiss if we did not mention growing population, Centretown CHC requires the tireless hours committed by our board more space. Efforts continue to identify the of directors, committee members and over most appropriate space with the required 300 volunteers that make Centretown CHC capital funding. As our clients, community what it is today. Our community board and members and partners keep asking about volunteers kept the flame alive on a number of our future home, we will keep everyone advocacy fronts as a key part of healthy living updated as information becomes available. is healthy policy and community development. Centretown CHC also undertook a number of initiatives aimed at delivering better quality We were prominent in the media this year, care and operating more efficiently. This with stories highlighting the benefits of

[ 2 ] Get in touch.

420 Cooper Street ON K2P 2N6 centretownchc.org Tel: 613-233-4443 TTY: 613-233-0651 breastfeeding, our work to improve early CHCs, this collaboration aimed to improve childhood development scores, active service delivery and to create efficiencies engagement in parks like Dundonald Park, through shared planning and strategic our efforts to mitigate problem gambling collaboration. Beyond our shared priorities, issues by opposing a proposed casino, the each CHC also identified a few specific importance of accessing affordable and healthy areas to meet their communities’ needs. food, demonstrating the importance of oral We are pleased to present this annual health for all ages, and why dialogue with report as a summary of our movement community is important when exploring all towards our strategic directions. options for people with complex addictions. Jeff Morrison, board president In early 2011, we joined with three other Simone Thibault, executive director Ottawa-area community health centres (CHCs) -- South-East Ottawa CHC, Carlington CHC and Pinecrest-Queensway CHC -- to undertake a joint strategic planning process. A first for

[ 3 ] Through a health equity lens Every One Matters.

“A shrewd outlook on the right to healthcare for everyone, regardless of circumstance.” —Centretown CHC client

Every One Matters. Health equity is a team affair

At our community health centre, along Giving everyone an equal opportunity at good with close to 100 other centres across health means treating people appropriately; Ontario, these three words embody our providing a variety of services, from different daily work. For 44 years, dedicated staff at health providers, in several locations. the Centretown Community Health Centre Our team understands the challenges of has helped break down barriers, striving navigating the health care system and to make sure everyone can access the supports clients so they receive quality support they need to get and stay healthy. care and support wherever that may be.

We pay particular attention to those in our That’s equity. communities who are most vulnerable and at risk. Here at Centretown CHC, we make Our staff proactively works to coordinate special efforts to reach out to seniors who live services within our centre and with other alone, those affected by mental illness and organizations so that people are connected addiction, people who are homeless, individuals to the right resource at the right time and and families on low income and newcomers to at the right place. We’re always working Canada. No easy feat considering these groups to make access easier. For instance, the tend to be marginalized and harder to reach. Newcomer Clinic, offered twice a month, provides newcomers with a one-stop- When we embarked on our new strategic plan shop to Centretown CHC’s health and a year ago, community members, volunteers, wellness services. Clients receive support board members and staff identified equity as from a variety of professionals: nurses, one of four values to guide our work until 2017. social workers, counsellors, nutritionists

[ 4 ] “Provides services to downtown clientele in all its diversity.” —Centretown CHC client and multicultural outreach workers. Resource Centres (the Coalition) adopted equity as a guiding value. On behalf of Often, our clients’ care and support this group, Centretown CHC submitted a extends beyond the centre. That’s why we response to the Social Assistance Review work with community partners and other Commission, applauding the commitment service providers to collectively improve to a poverty reduction strategy and how we serve clients, especially vulnerable making specific recommendations to groups who face added barriers. increase rates and simplify the system. Within the Coalition, Centretown CHC also There are many health equity champions convened with the Ottawa Local Immigrant in our communities. Over the past year, Partnership (OLIP) and other organizations we’ve worked alongside them, advocating with equity experience so that, together, to make this a priority. Among them, we could cultivate more equitable and the Coalition of Community Health and inclusive organizations in Ottawa.

[ 5 ] Our Centre in numbers

Active clients

3,126 2012–13 14,422

11,296 2011–12 13,963

2010–11 13,407 New clients Returning clients 2012–13 12,000 12,500 13,000 13,500 14,000 14,500 13.84% of our clients speak French

580 207 Diabetes SCREEN participants Screening by community Capacity Building Risk Management Latin American 111 Education Somali 167 Evaluation Punjabi 185 Number of families Networking Nepalese 117 who accessed group A diabetes program to meet ethno-cultural drop-ins for babies communities’ needs. and children under 6

[ 6 ] Bringing people together for health and wellness.

Helping people take control of their health and well-being

Registered 474 group sessions. 34 Drop-ins 9 Community initiatives 305 Unique volunteers 2012–13

Somali 133 Italian Arabic 137 419

Spanish 209 Chinese 280

Beyond English and We have clients from all over the world French, some clients speak other languages

[ 7 ] Quality care and services Provide high-quality programs and services

“The approach to healthcare is from a ‘wellness’ perspective.” —Centretown CHC client

Efficient, effective, responsive Care for All Act, Community Health Centres are now mandated to have a quality improvement Faced with increasing demands and changing plan. We have one in place and created a needs, we’re adapting our services. With Quality Improvement Action Team to track its counselling in high demand, we put in place progress and monitor our strategic goals. a new group counselling format: drop-in groups covering topics like mindfulness, Breaking down barriers conflict resolution and self-esteem. After a successful pilot project, we expanded In an effort to better serve our Francophone clients, the community engagement worker role. we continue working towards French Language Through initiatives like these, we continue Services designation with the help of the French to support vulnerable and hard-to-reach Language Health Services Network of Eastern clients, like people who are homeless or street Ontario. And based on demand, we partnered involved, and help them navigate the health with the Sandy Hill Community Health Centre to system within Centretown CHC and beyond. deliver our meditation and movement program Centretown CHC staff also met with local in French. We also increasingly hire bilingual staff service providers to see how we can better at both the frontline and management levels. serve people with severe mental health issues and those who are homeless – two groups This year, we opened our primary care of people who require complex care. waiting list, accepting 150 new clients from the community. In its fourth year, Gay The Community Diabetes Education Program Zone, a program delivered in partnership of Ottawa (CDEPO) is one of a few Centretown with local health organizations, saw CHC programs that extend beyond our nearly 1,000 visits for clinical services. catchment area, serving people in Ottawa and surrounding areas. Its team of registered And as of April 2013, as part of The Excellent nurses and dietitian educators provide

[ 8 ] information and supports to adults with type committed to working with partners to achieve this. II diabetes and prediabetes. They’ve recently partnered with pharmacies to provide diabetes As part of our goal to better serve isolated education onsite, making it easier for people seniors, we participated in a service mapping to access services right in their communities. project led by the South-East Ottawa CHC, which included partners such as the And in October, Yasir Naqvi (MPP, ) Community Care Access Centre, The Ottawa and Chantal LeClerc (CEO, Champlain Local Hospital and Ottawa Paramedic Services. Health Integration Network) came by the centre to announce an additional $774,686 in funding from The LESA program – gambling and addictions the Champlain Local Health Integration Network services for adults 55+ – created a new role: and the Ministry of Health and Long-Term Care. outreach and case management staff. This This helps support people with diabetes who have new addition to the team works with partners limited access to foot care and screens immigrants to support transitions between services for who we know are at high risk and underserved. older adults dealing with addictions issues.

Improving transitions of care Centretown CHC is also involved with the Ottawa Central Primary Care Network and In today’s complex health care system, ensuring partners in the Ottawa Centre Health Link smooth transitions between care providers is to find ways to improve transitions of care especially important. The Centretown CHC is for high users of the health care system.

[ 9 ] Organizational capacity Continually adapt our workplace to strengthen the health of the organization

Staff training, development, ulcers and amputations for people living information sharing with diabetes. The aim is to promote foot assessments by diabetes educators and Given the complexity of health and primary care practitioners and to ensure wellness, people are best served when appropriate referrals to chiropodists. health professionals work together. Over the last year, collaboration and In October 2013, the Ministry of Health partnership building was top of mind. and Long-Term Care dissolved the DRCCs across the province and reallocated the Within the centre, we piloted a new approach resources to their respective Local Health to mental health and addictions case Integration Networks. The Champlain LHIN management. Complex clients requiring hired former Champlain DRCC staff, where multiple services are identified and their they remain involved with coordinating cases reviewed among providers within the diabetes services for the region. Centretown circle of care. We also held an immigrant CHC continues to collaborate with the newly health retreat for staff as part of our sustained named Diabetes and Vascular Health Team. efforts to better understand newcomers’ needs at different stages. As we move Using technology to strengthen ahead, we will be working more closely with the health of our organization settlement agencies with the objectives to better understand our respective roles, This past year was also one of technological to improve access for newcomers and to changes for Centretown CHC. First and identify opportunities for joint programming. foremost is our move to a new electronic clinical record system. Since 2011, we’ve The Champlain Diabetes Regional been planning this transition to help us Coordination Centre (DRCC), CDEPO better integrate care and, after months and community partners formed a foot of training and preparation, we went live care committee and developed a bilingual with the new tool in early March 2013. We best practice tool box, training module continue to work through the challenges and evaluation strategy to reduce foot of implementing a key clinical tool.

[ 10 ] This year, students came here to learn and practice their skills:

Midwifery Nursing We asked our clients: What do you like most Medical care about Centretown CHC? Nutrition “Always welcomed, friendly, professional service & follow up.” Counselling

Community development “I feel safe and comfortable Journalism when I come here.”

Community policy analysis “I am a person first, & development not just a case or another client.” Aiming to improve efficiency and to make things easier for staff, we put in place new systems this year. Those include a new interactive intranet portal and a new human resources system that automates many procedures we previously completed on paper.

And, along with all other local community health centres, Centretown CHC practitioners now have remote access to the Ottawa Hospital’s electronic health records. Thanks “Friendly staff who know you as an to this, our practitioners receive more timely individual and know when things and comprehensive health information are different (good & bad).” that helps them better support clients.

[ 11 ] Social capital Build the capacity of communities to take control of the factors influencing their health and well-being

Increase collaboration to build safe Planning Table that had its inaugural meeting and vibrant neighbourhoods in November 2012. Together with other organizations, we’re working to build a We take the community’s ideas seriously and are network of service providers that in turn committed to working together so they become engages an interconnected web of residents reality. This past year, we worked with the Social who act on their own identified interests and Planning Council of Ottawa and many other strengths to build a healthier community. partners to develop healthy built environment checklists that ask “how might this development Build civic engagement affect people’s health?” This project’s goal was to develop a simple tool that people can use In December 2013, 11 community members to consider a health lens within their analysis of graduated from Centretown CHC’s new new developments in their neighbourhoods. resident leadership training program designed so community members can develop skills for Centretown CHC is also involved with the community work and meet like-minded people. Community Development Neighbourhood Participants learned about meeting facilitation,

[ 12 ] communication skills, conflict resolution, We’re taking a lead on a solution and working and did a unique Photovoice project on the with partners, leveraging work done by diversity of the Centretown neighbourhood. Ottawa Public Health to empower parents Some graduates remain engaged with the to be the change agent for their child’s centre as members of the Grassroots Group development. As of December 2012, the and through volunteering opportunities. Taggart YMCA transitioned to become a family shelter and Centretown CHC is offering This past year, we also collaborated with a weekly family playgroup to support healthy partners and community members to improve child development and school readiness. services for members of gay, lesbian, bisexual, transgendered, two-spirited and queer Food security is another important issue (GLBTTQ) communities. We are committed to to our communities, especially certain improving our services and the way we support neighbourhoods that lack access to GLBTTQ communities. For example, we fresh, healthy and affordable food. For began offering hormone replacement therapy example, we’ve worked with Just Food assessment for transgender individuals. As part who brought together individuals, groups of that new service, we help connect adults and organizations in Centretown to ask and youth with doctors who can prescribe “where’s the food in Centretown?” The report, hormones. As well, the Ottawa Senior Pride published in March 2013, was endorsed Network remains committed to creating LGBT- by Paul Dewar (MP Ottawa Centre). friendly services and residential environments for LGBT seniors. They delivered workshops to Centretown CHC, including its Ottawa organizations serving seniors in the community, Good Food Box program, is a key partner including the The Good Companions and The in Ottawa Public Health’s three year Healthy Older Adults Day Programs Association. Eating, Active Living Strategy. The Good Food Markets, piloted for the first time this Engage priority communities to year, bring a farmer’s market style of selling address specific needs and issues affordable produce to communities who may not have access. The successful program was Data shows that children in Centretown are piloted by the Poverty and Hunger working vulnerable. How well children are prepared group in four communities across Ottawa in for school is related to their early experiences 2012, including Nanny Goat Hill Community and impacts their overall success in school. Garden, and is slated to expand in 2013.

[ 13 ] Social capital (continued) Build the capacity of communities to take control of the factors influencing their health and well-being

We’re constantly adapting our programs and developing new ones.

Expanded cooking and nutrition groups: Bilingual cooking group Multicultural cooking groups Peer-led cooking groups Pre-teen cooking workshops

Ottawa Good Food Box: New Good Food Markets New Good Food Box option for seniors

Adapting nutrition and active living workshop for people with severe mental illness Expanded programming in Dundonald Park Breastfeeding support for vulnerable parents Coping with stress workshop Stress management services in French Seniors education series and seasonal social events STOP-in-CHCs: Centre for Addiction and Mental Health (CAMH) smoking cessation research project

[ 14 ] Advocacy Promote social change to enhance the health and well-being of individuals and communities

How we advocate: We advocate for: Knowledge translation & dissemination Healthy public policy Depositions at Ottawa City Hall & at Access to oral health care House of Commons Committees Safe, secure, healthy, affordable housing Press conferences & media events Safe and vibrant neighbourhoods Participation in local, municipal and provincial Early education consultations, reviews and reports Breastfeeding to give babies the best start Letters and meetings with decision- makers and elected officials Reversing federal cuts to refugee health care Action committees Alternatives to closing Ottawa’s Immigration and Review Board Postcard campaign Safe, LGBT-friendly services and Flashmob residential environments for seniors Rally Services for the transgender community Community discussions about safer injection sites No to casino expansion in Ottawa Access to fresh, affordable and healthy food Healthy built environment Active transportation Safe streets for all Poverty reduction Reversing cuts to the Community Start- Up and Maintenance Benefit Education, health, culture and housing equity for First Nations children Vibrant urban parks: Dundonald Park: Make a place for people project

[ 15 ] A balanced bottom line Report of the independent auditor on the summary financial statements

To the Members of Centretown of a summary of the audited financial Community Health Centre Inc. statements on the basis described in Note 1 to the summarized financial statements. The accompanying summary financial statements, which comprise the summary Auditor’s Responsibility statement of financial position as at March 31, 2013 and 2012 and the summary statement Our responsibility is to express an opinion of operations for the years ended March 31, on the summary financial statements based 2013 and 2012 and the related note, are on our procedures, which were conducted derived from the complete audited financial in accordance with Canadian Auditing statements of Centretown Community Health Standard (CAS) 810, “Engagements to Centre Inc. for the years ended March 31, Report on Summary Financial Statements.” 2013 and 2012. We expressed an unmodified audit opinion on those financial statements Opinion in our report dated June 11, 2013. In our opinion, the summarized financial The summary financial statements do statements derived from the complete not contain all the disclosures required audited financial statements of Centretown by Canadian accounting standards for Community Health Centre Inc. for the not-for-profit organizations. Reading the years ended March 31, 2013 and 2012 summary financial statements, therefore, is are a fair summary of those financial not a substitute for reading the complete statements, on the basis described in Note audited financial statements of Centretown 1 to the summary financial statements. Community Health Centre Inc. Welch LLP Management’s Responsibility for the Chartered Accountants, Licensed Summary Financial Statements Public Accountants Ottawa, Ontario Management is responsible for the preparation June 11, 2013

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Statement of operations | Years ended March 31, 2013 and 2012

REVENUE 2013 2012

Grants $ 11,202,514 $ 10,707,452 Interest $ 5,368 $ 18,691

Donations $ 5,867 $ 8,107 Other $ 358,761 $ 350,273 Amortization of deferred grants $ 285,447 $ 356,452 TOTAL REVENUE $ 11,857,957 $ 11,440,975

EXPENSES 2013 2012

Salaries and benefits $ 9,031,798 $ 8,290,923 Program costs $ 960,717 $ 1,168,026 Occupancy costs $ 932,534 $ 835,787 General and administration $ 100,991 $ 117,403 Amortization of capital assets $ 285,447 $ 356,452 TOTAL EXPENSES $ 11,311,487 $ 10,768,591 Net revenue before items below $ 546,470 $ 672,384 Repayable to the government $ -495,088 $ -501,566 Transferred to deferred revenue $ 26,577 $ -5,210 NET REVENUE $ 77,959 $ 165,608

[ 17 ] A balanced bottom line Statement of operations | Years ended March 31, 2013 and 2012 ASSETS

CURRENT ASSETS 2013 2012

Cash $ 2,219,544 $ 1,975,640 Accounts Receivables $ 290,067 $ 327,287

Prepaid Expenses $ 21,927 $ 32,951 Investments $ 154,632 116,185 $ 2,686,170 $ 2,452,063

Investments $ 276,770 $ 316,632

Capital Assets $ 551,039 $ 686,854

$ 3,513,979 $ 3,455,549

[ 18 ] LIABILITIES AND NET ASSETS

CURRENT LIABILITIES 2013 2012

Accounts payable and accrued liabilities $ 797,869 $ 1,052,454 Repayable to government $ 917,383 $ 515,378 Deferred contributions $ 117,592 $ 148,726 $ 1,832,844 $ 1,716,558

DEFERRED CAPITAL GRANTS $ 551,039 $ 686,854 NET ASSETS Restricted funds $ 436,686 $ 366,470 Unrestricted funds $ 693,410 $ 685,667 $ 1,130,096 $ 1,052,137

$ 3,513,979 $ 3,455,549

[ 19 ] Guiding our journey Our strategic plan 2012-2017

Vision. Strategic directions Healthy, caring, inclusive communities where every one matters. Advocacy. Promote social change to enhance the health and Mission. well-being of individuals and communities. We lead the way in improving health and well-being for people and communities. Social capital. Build the capacity of communities to take control of the factors influencing their health and well-being. Quality care and services. Provide high-quality programs and services. Organizational capacity. Continually adapt our workplace to strengthen Our Values the health of the organization.

Equity. Empowerment. We believe in recognizing and respecting diversity We value participation and believe in our clients’ among people in our communities to provide them and communities’ right to play an active role in with appropriate services that meet their varying determining what services are offered and how needs. We strive to break down barriers so everyone they are delivered. To achieve this, we foster open can enjoy access to the services they need to be and constructive dialogue and believe in engaging healthy. Equity is about recognizing differences in respectful, honest and clear communications among people and treating people differently practices. We strive to provide all the support and according to their needs in order to achieve equality information required to make informed choices and of access. participate in meaningful ways. Excellence. Respect. We are committed to providing excellent services We’re committed to fostering an inclusive and strive for constant improvement and innovation. environment where everyone is treated in ways that We focus on best practices, evidence-based are fair, courteous and compassionate. We believe in approaches and ongoing evaluation to deliver valuing one another’s opinions and contributions and effective and comprehensive services that best meet giving full consideration to these views with an open our clients’ and communities’ needs. We ensure and non-judgmental mind. accountable, efficient and effective use of resources.

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