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Quality Improvement Plan (QIP) Narrative for Health Care Organizations in Ontario

3/9/2015

This document is intended to provide health care organizations in Ontario with guidance as to how they can develop a Quality Improvement Plan. While much effort and care has gone into preparing this document, this document should not be relied on as legal advice and organizations should consult with their legal, governance and other relevant advisors as appropriate in preparing their quality improvement plans. Furthermore, organizations are free to design their own public quality improvement plans using alternative formats and contents, provided that they submit a version of their quality improvement plan to Health Quality Ontario (if required) in the format described herein.

1 «Organization»

Overview Davenport-Perth Neighbourhood and Community Health Centre (DPNCHC) is a multi- service agency located in the west end of Toronto. 2015 marks our 30th anniversary of providing high quality primary care and health promotion activities to our community. DPNCHC's Quality Improvement Plan (QIP) details the work of the organization to develop, monitor and improve upon the agency's activities that enhance the quality of the services provided by our centre. Our 2014-19 Strategic Plan and 2014-16 Operational Plan align with the QIP.

DPNCHC's 2015-16 QIP focuses primarily on Access. As we continue making progress toward panel size targets, our goal is to ensure that we maintain high standards of care and continue to improve same day/next day access for clients. Integration & Continuity of Care Internal: Internal coordination activities will include revamping our case conferencing processes, implementing a cross-organization care coordination pilot in 2015-16, and developing better internal referral processes between the health centre and Legal Aid Ontario.

Partnerships: Implementation of a population health model of physiotherapy in partnership with other Toronto CHC's. Increasing access to youth in the community with the opening of EdgeWest, Healthcare for Youth in partnership (founding partners; DPNCHC and Planned Parenthood Toronto).

DPNCHC is partnering with a CCAC care coordinator to provide expertise on systems navigation.

As part of the Health Link initiatives we will be piloting complex care coordination for seniors with support from CCAC.

We are looking forward to our membership with Connecting GTA in order to access client clinical data in a timely manner. Name of report 2 Challenges, Risks & Mitigation Strategies Our main challenge is to maintain access within a period of rapid growth. Achievement of panel size requires several appointments per week to be taken up by new intakes which reduces the number of regular appointments available. We have noted that client satisfaction with access has begun to decline. Our 2015- 16 QIP has several change activities focused on access. Information Management Systems Regular reports are pulled from EMR re: client demographics and are used in preparation for new projects i.e. the new physiotherapy program (identifying client needs, specialization of equipment and staffing needs).

Chart audits provide a means for assessing the quality of data entry as well as provide input that improves quality of care. For example, the 2014-15 chart audits provided an opportunity for clinicians to review best practice around specific vaccinations, audited current performance and identified a change target for 2015-16.

We discuss ways to find efficiencies through EMR use e.g. subfolder for discharge summaries. Engagement of Clinical Staff & Broader Leadership Quality Improvement Initiatives are a standing agenda item at the health team's monthly meeting. All clinical staff have a role to play in the QIP (Physicians, NP's, RN's, Medical Admin, Counsellor-Therapists, Community Dietician, Data Management Coordinator and the Director of Health Services). A sub-group of the health team make up the QI Work Group which meets monthly. Elements of the QIP included in the DPNCHC Operational Plan. In these ways we ensure that staff share responsibility for improving the quality of primary health care provided at DPNCHC. Patient/Resident/Client Engagement We rely on regular feedback from clients through our Client Experience Surveys to assess performance and drive changes.

In 2015-16 we look forward to the participation of a health centre client on our internal QI Work Group.

Accountability Management All DPNCHC QI initiatives are coordinated and led by the Director of Quality, Integration and Evaluation and the Director of Health Services in conjunction with the QI Work Group. The QIP is overseen by the Executive Director and the Board of Directors via the Board Audit Committee.

Sign-off It is recommended that the following individuals review and sign-off on your organization’s Quality Improvement Plan (where applicable):

I have reviewed and approved our organization’s Quality Improvement Plan

Chair of Board of Directors Wade Hillier______

3 «Organization» Administrative Lead Rachel McGarry ______

Executive Director Kim Fraser ______

Clinical Lead Naomi Skalenda ______

Name of report 4