Health Sciences North Patient and Family Advisory Program Handbook 2 | P age Table of Contents

Message from the President and Chief Executive Officer ...... 3 About Health Sciences North ...... 4 Our Purpose ...... 4 Our Commitment ...... 4 Our Values ...... 4 Patient Declaration of Values…………………………………………………………………………………………………………………..5 Patient Rights and Responsibilities…………………………………………………………………………………………………………..5 Campuses and Programs at HSN ……………………………………………………………………………………………………………..6 Quality Overview……………………………………………………………………………………………………………………………………..7 Strategic Plan 2019-20124………………………………………………………………………………………………………………7 Quality Improvement Plan 2019-2020…………………………………………………………………………………………….7 Patient and Family-Centered Care ...... 8 What is Patient and Family-Centered Care and Why is it important? ...... 8 Core Concepts of Patient and Family-Centered Care ...... 8 Patient and Family Advisors General Information ...... 9 Who are Patient and Family Advisors ………………….…………………………………………………………………………9 Characteristics of a Patient and Family Advisor ……………..………………………………………………………………9 Roles and Responsibilities …………………………………………………………………………………………………………….10 Patient and Family Advisors Involvement...... 10 CEO Patient and Family Advisory Council ...... 10 Patient and Family Advisors on Committees, Councils ...... 10 Patient and Family Advisors on Special Projects ...... 10 Preparing for Engagement Opportunities ………………….………………………………………………………………………….11 Preparing For Meetings ...... 11 Elements to the Meeting – Agenda/Minutes ...... 11 Preparing for Subsequent Meetings ………………………………………………………………………………………………….11 Additional Questions or Comments …………………………………………………………………………………………………..11 Tip Sheet – How to use Free Parking Pass ……………………………………………………………………………………………..12 Parking Map ………………………………………………………………………………………………………………………………………….13 Programs and Services ...... 14, 15, 16 Way-finding Map ………………………………………………………………………………………………………………………………….17

A Message from the President and Chief Executive Officer

Dear Patient and Family Advisor:

Welcome to Health Sciences North’s (HSN) Patient and Family Advisory Program. As a member of the program, you will play an important role in the planning, delivery and evaluation of health care services at HSN.

One of the five key goals in our 2019-2024 Strategic Plan is to be patient and family-focused. The health care system is complex. Our aspiration is to One of the commitments make it seamless for patients and families. One of the commitments in our in our Strategic Plan is Strategic Plan is to carry out our patient care, teaching and research responsibilities with integrity, ensuring patients and families remain the to carry out our patient focus of all we do. Therefore, we are committed to partnering with care, teaching and patients and families to integrate their voice and perspective into how we research responsibilities deliver care. with integrity We have developed this handbook to answer some common questions you may have and offer guidance on the preparation for and participation in the Patient and Family Advisory Program.

We look forward to working with you to improve the care experience for our patients.

Sincerely,

Dominic Giroux President and Chief Executive Officer Health Sciences North 4 | P age

About Health Sciences North

Health Sciences North (HSN) and Health Sciences North Research Institute (HSNRI) play important roles in Northeastern and in Ontario’s health care system. Northeastern Ontario looks to HSN and HSNRI for leadership and for support in planning, partnering and delivering services. It is the people of HSN and HSNRI, the 4,000 dedicated and resilient employees, 500 highly-skilled medical staff and scientists, 2,100 learners and 700 active volunteers who bring this value to Northerners in partnership with others.

Our Purpose

To provide high quality health services, support learning and generate research that improves health outcomes for the people of Northeastern Ontario.

Our Commitments

1) We will carry out our patient care, teaching and research responsibilities with integrity, ensuring patients and families remain the focus of all we do. 2) We will partner with humility, valuing each person’s and each community’s strengths and ideas to bring the best care, education and research solutions forward. 3) We will provide a physically, psychologically and culturally safe environment that promotes a positive care, working and learning experience.

Our Values We believe in and will model:

Respect Showing positive regard for each person’s strengths, qualities and values

Quality Providing patient and family-focused services that are safe, reliable, accessible (timely), efficient, effective and equitable

Transparency Sharing information that is timely and truthful, working within the limits of law and policy

Accountability Taking personal responsibility for our actions, behaviours and decisions

Compassion Responding to the needs of others, showing kindness and empathy 5 | P age

Patient Declaration of Values

• My family and I will be treated with respect and compassion. • I can actively be a part of my care, including the ability to make decisions if I am able to. • My health care team will share important information with me. • I can express my concern and get answers to my questions.

Patient Rights and Responsibilities

At HSN, we are committed to providing quality care to everyone who comes through our doors. Patients have both rights and responsibilities when it comes to their health and the health care services they receive at the . Family members or friends also have a role to play.

Patient Rights

• Be treated in a kind and respectful way. • Receive culturally-sensitive care. • Expect that all information about your health care will be kept private and confidential in accordance with the law. • Be given information in a way you will understand. • Expect that your health care team will share important information with each other. • Participate in making decisions about your care. • Refuse care as permitted by the law. • Express your concerns and get answers to your questions.

Patient Responsibilities As a patient you have a responsibility to:

• Be polite and respect the privacy of other patients, visitors and members of the health care team. • Avoid offensive or abusive language. • Recognize that the needs of other patients and families may sometimes be more urgent than your own. • Give accurate information to your health care team to help them plan your care. • Give your health care team the name of the person who will represent you if you cannot make decisions for yourself. • Be familiar with the names and roles of people involved in your care. • Follow the plan of care given to you the best way you can. • Accept responsibility for the decisions you make about your treatment. • Take care of your personal things and send home anything that is not needed. • Respect hospital property and act in a safe and responsible way. • Understand that you may be responsible for all expenses not covered by OHIP or private insurance during your hospital stay. • Keep appointments, or call to cancel if you are unable to keep your appointment. 6 | P age

Campuses and Programs at Health Sciences North

HSN is one of the largest employers in Northern Ontario. It is Northern Ontario’s largest hospital, the 16th largest in the province and is the second largest hospital designated under Ontario’s French Language Services Act. HSN is established across 30 sites in 17 municipalities .

Sudbury Locations (13) Outside Sudbury (17)

• Ramsey Lake Health Centre, 41 Ramsey Lake Rd • Chapleau • Sudbury Outpatient Centre, 865 Regent • Elliot Lake (2) • Sudbury Mental Health & Addictions Centre, 680 Kirkwood • Espanola • Human Resources, 680 Kirkwood • Gore Bay • Sudbury Mental Health & Addictions Centre, 127 Cedar • James Bay Coast Little Current • YMCA Centre for Life, 140 Durham • • Massey • Withdrawal Management Centre, 336 Pine • Mindemoya • Voices for Women Sudbury Centre, 96 Larch • North Bay • Northeast Specialized Geriatric Centre, 960 Notre Dame • New Liskeard • North East Joint Assessment Centre, 2120 Regent • Kapuskasing • Sudbury Vascular Lab, 2140 Regent Street • • Sudbury Hospital Services, 363 York • Parry Sound • Sault Ste Marie • HSNRI, 56 Walford Road

HSN 7 | P age

Quality Overview

Strategic Plan The 2019-2024 strategic plan for HSN and HSNRI was developed by engaging patients, families, employees, medical staff, learners, volunteers, health, social service, primary care and academic partners, partnering and funders. The Strategic Plan sets focus for HSN and HSNRI. We will achieve the following five key goals by 2024:

Be Patient and Family-Focused. The health care system is complex. We will make it seamless for patients and families.

Be Digitally-Enabled. We will expand the use of technology, data and analytics to improve care.

Be Socially Accountable. We will seek and value community engagement and stakeholder participation to address the priority health concerns and health equity gaps fornortherners.

Support and Develop our People. We will invest in our staff so that we can be there when you need us most.

Strengthen our Academic and Research Impact. We will progress as an academic health sciences centre, through regional, provincial, national and international collaborations. You can learn more about the 2019-2014 HSN Strategic Plan at https://yourhsn.ca/

Quality Improvement Plan (QIP) In June 2010, the Ontario Government passed the Excellent Care for All Act. As a requirement of the Act, HSN must develop an annual QIP using a standard provincial template. This legislation fosters a culture of continuous improvement. The QIP is our commitment to our patients, clients, staff and community on an annual basis to ensure high quality care for everyone. The QIP includes: 1) Narrative- Provides context and sets the stage for the commitments being made in the QIP for the upcoming year. It includes reflections and highlights the achievements of the previous year. 2) Work plan – Identifies the priority indicators, quality improvement targets and specific initiatives that the organization is committing to for the upcoming year. 3) Progress Report. – Provides an update on the results and a chance to reflect on the success of the change ideas reported in previous year’s work plan. • Did the implementation occur as intended? • Did it have an impact? • What were the key learnings and experience?

You can learn more about the 2019-2020 Quality Improvement Plan https://hsnsudbury.ca/portalen/Accountability/Patient-Quality 8 | P age

Patient Engagement HSN’s policy is to engage patients, families and the community in our organizational improvement objectives. This ensures that we have made decisions including the patient voice in the processes which affect them.

Patient and Family-Centered Care (PFCC) What is it? Patient and Family Centered Care is a way of approaching care in partnership with patients and families. Why is it Important? • PFCC is an approach to the planning, delivery, and evaluation of health care. It is grounded in partnerships among health care providers, patients, and families. • PFCC healthcare workers recognize the vital role that families play in ensuring the health and well-being of patients and family members • PFCC is an approach to health care that shapes policies, programs, facility design, and staff day-to-day interactions. It leads to better health outcomes and wiser allocation of resources, and greater patient and family satisfaction.

Core Concepts of Patient and Family-Centered Care The five values of our strategic plan (respect, quality, transparency, accountability, and compassion) overlap with the four concepts of PFCC.

The goal is to provide care in partnership with patients and families rather than to or for them 9 | P age Patient and Family Advisors – General Information Who are Patient and Family Advisors? Patient and Family Advisors are people who provide staff with the perspective of patients and family members who rely on HSN’s programs and services. They work in collaboration with the hospital to create a patient and family centered care environment and experience.

Who can be a Patient and Family Partner? Patient and Family Advisors must be a patient, family member or caregiver of a patient, who has received recent care at HSN.

Characteristics of a Patient and Family Advisor: • Respectful of others and their perspectives • Comfortable speaking in a group and interacting with others • Good listener • Able to use their personal experience constructively • Able to see beyond their own experience • Able to see the big picture • Demonstrates a non-judgmental and positive attitude • Ability to work collaboratively with other families and healthcare providers • Desire to expand their knowledge and skills • Desire to participate in bringing about meaningful change 10 | P age

Roles and Responsibilities: The key roles and responsibilities of Patient and Family advisors are to:

• Commit time to participate in meetings (either in person or via phone/teleconference), or provide feedback in other ways (such as over email). • Contribute ideas and suggestions that will enhance service planning and decision-making. • Tell their story and share their point of view, but can still listen to others. • Provide input into patient care and organizational processes. • Show commitment to improving care for all patients and family members at HSN by ensuring that the patient is the focal point of all discussions. • Promote positive relationships between patients, families and staff. • Participate in the development of new programs, services and facilities. • Understand that the final decision-making is the responsibility of the administration of HSN. • Maintain confidentiality of patient and organizational sensitive material. • Be positive and supportive of HSN’s purpose, commitment and values.

Patient and Family Advisors Can be Involved in Many Different Ways:

CEO Patient and Family Advisory Council (PFAC) Member: Patient and Family Advisory Councils play a contributing role in helping hospitals to become more patient and family centered. Councils serve as a regular meeting forum for patients and families to partner with hospital staff members and leaders to shape decisions and influence change.

The CEO PFAC presents patient and family members with the unique opportunity of working hand in hand with key decision makers within the hospital to ensure the best possible care is delivered to the patients and families of HSN. They have the opportunity to weigh in on Quality Improvement Plan, Strategic Plan, Budget, Capital Master Plan, Accreditation and Patient Experience reports.

Patient and Family Advisors on a council, committee or working group: Advisors may participate on a specific council, committee or working group as an equal member alongside staff members. Patient Advisors provide their advice and perspectives on the work that the group is undertaking.

Patient and Family Advisors on a special project: participate in a shorter time frame or help with a time-limited project, such as: • Consult on new policies and programs that may affect patients and families. • Participate in focus groups, surveys and interview panels. • Participate in meetings where patients and families are needed for decision making. • Develop and review education or research materials (such as information for staff, patients, families or the public). • Help co-design solutions to a quality improvement problem. • Share personal stories at meetings and events. 11 | P age Preparing For Engagement Opportunities

Dates and time of meetings may vary depending on the availability of the member. Terms of reference for the meeting will outline membership, voting criteria, frequency etc. Prior to each meeting, you will receive a number of documents including a meeting agenda with supporting documents and minutes from the previous meeting. It is expected that Patient and Family Advisors will review these materials in advance of the meeting and come prepared to discuss in a meaningful way.

Elements to the meeting:

Agenda - an agenda will be prepared and circulated in advance of the meeting (typically one week). This document states the Purpose, Outcome and Process of the meeting as well as the meeting details such as where and when the meeting will take place. It also outlines the topics that will be discussed during the meeting. Council members have the opportunity to add discussion items to the agenda as they see fit.

Minutes – are notes that summarize the discussion that took place during the meeting. Council members will review the minutes prior to the next meeting and will be expected to approve the minutes to ensure that they accurately reflect the discussion. A note taker will make any revisions to the final document as required.

Preparing for Subsequent Meetings To be an active and effective member of a meeting, you can:

• Be well prepared - go through the agenda in advance and review items. • For each agenda item, ask yourself: How can I contribute to the discussion? What could be some possible concerns? What is relevant to bring to this discussion? • Be involved • Be a good listener • Support your fellow patient and family advisors Please Note: Free parking passes are given when volunteering as a Patient and Family Advisor (see page 12 for instructions on how to use the free parking pass)

Additional Questions or Comments?

If so, please direct them to: [email protected] or dial 705-523-7100 ext. 2355 12 | P age

Option A

Entering the parking lot: 1. Obtain parking ticket from the issuing machine. 1 Bring this ticket as this ticket is required when exiting the parking lot.

Exiting the parking lot: 2 Insert the parking ticket obtained upon entry. Then remove.

32. Remove entry ticket, then insert parking voucher supplied by HSN staff as payment.

Option B

Entering the parking lot: Obtain parking ticket from the issuing machine. 1 Bring this ticket as this ticket is required when exiting the parking lot.

Exiting the parking lot: 3 Insert the validated parking ticket.

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