SECOND EDITION WELL-BEING C I U S S S W e S t -C e n t r a l M o n t r e a l

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Well being July 2018.indd 1 04/09/2018 10:37 Discover our services Message from

Message from CIUSSS leadership ...... 3

When a crisis hits home: Helping families of youths in distress ...... 4

Parenting a teenager, it’s a Mission imPossible! ...... 6

Happy students, happy families ...... 8

CLSC services ...... 10

Child Psychiatry at the JGH ...... 12

Super-clinics: Superior access to frontline health services ...... 13

Family Medicine Groups ...... 14

Super-clinics ...... 15

Test centres ...... 15

Home care ...... 16

Keep an eye out for glaucoma ...... 18

New ombudsman sees complaints as stepping-stones to better care .....19

CIUSSS sites ...... 20

ciusss-centreouestmtl.gouv.qc.ca/en

Glenn J. Nashen, Associate Director, Communications and Media Relations | Stephanie Malley, Chief, Communications and Media Relations

Laure-Elise Singer, Editor-in-chief | Henry Mietkiewicz, Senior writer | Marie-Josée Lavoie and Wilma Elalouf, Translators | Eliot Edwards, Graphic design

JGH Audio Visual Services, Howard Kay, Slajdana Markovic and Jennifer Timmons, Photography | Lisa Blobstein, Cristina Sanza and Jennifer Timmons,

Contributors | Cover: Photo and design by Cristina Sanza. Shown, Mina Ladores, Head Nurse, Herzl Family Practice Centre and Herzl Walk-in Centre with Liam Kiorpelidis.

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Well being July 2018.indd 2 04/09/2018 10:38 Message Dr. Lawrence Rosenberg from and Francine Dupuis

Dear readers,

Welcome to the latest edition of Well-being, a Well-being features articles about our exceptional magazine to help familiarize you with the wide range staff and users, as well practical information that of health care and social services that are available will help you make the most of the services that to you in the Integrated Health and Social Services we offer. Included in this issue are articles that University Network for West-Central Montreal focus on frontline services, reflecting our CIUSSS’s (CIUSSS West-Central Montreal). commitment not only to helping individuals, but to Our goal in this publication is to help you—as a caring for the well-being of families. patient, client, resident or visitor—to more efficiently You can pick up a free copy of this magazine at any navigate the healthcare system and gain prompt access one of our CIUSSS establishments. With its focus to the services that are best suited to your needs. on youth, this edition of the publication will also Our network is comprised of over 30 sites, including be distributed to grade six students at the English CLSCs, long-term care facilities, rehabilitation centres Montreal School Board schools within the territory. and an acute-care hospital. These establishments Since proper care starts with clear communication, offer services that have been developed to meet your we hope Well-being will complement our online needs—everything from breastfeeding clinics to channels in guiding you and your family promptly hotlines for those affected by cancer to support groups and easily to our available health care and social for troubled youths. services.

Sincerely,

Lawrence Rosenberg, M.D., Ph.D. Francine Dupuis President and CEO Associate Executive Director CIUSSS West-Central Montreal CIUSSS West-Central Montreal

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Well being July 2018.indd 3 04/09/2018 10:38 When a crisis hits home Helping families of youths in distress

axim’s family was running That psychological distress can trigger a desperately low on options sense of emergency. If an intervention Min helping the troubled does not take place quickly, there is a 13-year old. Their home life had risk of ruptured ties, of a runaway, deteriorated to the point that of crime, or a possible suicide they communicated only by attempt.” screaming—or not at all. At The urgency of such crisis school, the situation was situations places the no less bleak: Maxim was social workers and hyperactive, abusing psycho-educator who various substances, and form the CAFE team had expressed suicidal ‘on call’ 365 days of thoughts. He was sent the year to intervene home nearly every within two hours of day with a note about receiving a phone his ‘inappropriate call. They respond behaviour’, until during school hours the day he wasn’t and evenings, from sent home. Instead, 2:00 to 9:00 p.m., he found himself at a directly at the scene hospital. of the event. “The “We ended up at the service is accessible,” Saint-Justine Emergency notes Ms. Menard. “Our Department at the insistence team operates in the natural of the school’s psychosocial environment of the youth, be worker,” says Maxim’s mother, it at school, at home, or at their Arlette. “It had been going so badly community hangouts. That way, at school, at home. For ages we’d been we are well placed to prevent further shuffled from one service to another, deterioration and reduce the sense of but Maxim was not getting the help he emergency. We want to avoid a situation by our medical system, we entered the needed. He had been on medication for where exasperated parents throw up program. And what a blessing that we his Attention DeficitHyperactivity Disorder their hands and say ‘I’ve had enough’.” did— it saved our family.” (ADHD), but then his doctor was no longer Maxim’s parents had just about reached available, so he stopped taking it. We had CAFE (Crise-Ado-Famille-Enfance) is led that threshold with the distressed teen. met so many healthcare professionals, and by a dedicated team of experts in crisis, “We were at the end of our tether,” each time I had to retell the story. I simply who help children aged 5 to 17 and their recalls Arlette. “Our home environment couldn’t take it any more.” families once they are on the brink of had become so negative. We were each a family breakdown. “We see families Once the team of physicians and social fixed in our positions and couldn’t speak who have lost control of their child, they workers at the hospital ER dealt with the to one another anymore. That was have no respect for the rules, no positive immediate threat, they directed Arlette to compounded by the notes coming home exchanges,” says Sophie Menard, Team the CAFE program. “It was the first time every day from the school telling us only Lead of the CAFE program. “Families we’d heard of the service, and despite our what Maxim was doing wrong. That that find themselves in a deadlocked skepticism after years of feeling neglected negativity contaminated our home to the relationship are often feeling helpless.

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Well being July 2018.indd 4 04/09/2018 10:38 point where we said, ‘we can’t do this she says. In subsequent weeks, through involved in arranging a consultation any longer, we need to breathe, Maxim Nicolas’s continuous support and flexible for the teen with a physician who needs to leave our home’.” approach, says Maxim’s mother, the social specialized in the condition. He also worker guided the family in establishing proposed a lifeguarding course for the The aim of CAFE is to find alternative boundaries. youth, which Maxim dove into with solutions to a placement or a report to great energy. the Director of Youth Protection (DYP), The CAFE counsellors work individually ideally ones that keep the youth within with families for up to three months, as “Nicolas was full of good ideas and their family environment. “When the needed, to tackle the underlying causes of initiatives. All of these strategies, along situation becomes too heavy, it escalates the crisis. They create a structure within the with the medication, have completely and reaches its head,” says Ms. Menard. home as a safety net to avoid a recurrence. transformed our son,” attests Arlette. “That can become a trigger for change.” “Our role is to provide tools that can help “Maxim feels valued, which has done re-orient a family mired in dysfunction,” wonders for his confidence and self- For Maxim and his family, that change says Mr. Masse. “They learn how to resolve esteem. In the past, he felt he was came in the form of Nicolas Masse, problems, negotiate rules, ease conflicts, always failing, but now he feels he is a social worker for the CAFE program. and cope with changes and transitions. good, which has been very motivating. Arlette says that she is astonished, When a family has faith that we can work Friends at school have approached him looking back, that the many counsellors together to improve situation, it brings to tell him that he has changed so much. her son had met in years’ past had been back the light of hope.” He stays calm and attentive in class and women. “Maxim needed a masculine he is doing his homework, which has figure. He was wary after so many failed “With our support, a shift takes place in helped his grades. Maxim is approaching interventions, so initially he was a bit the home atmosphere, in the quality of everything with a positive attitude. These defensive, but he quickly developed a family interactions, so that parents and changes at home, at school, in his leisure strong and trusting relationship with their children feel they can communicate time, they are all feeding in to a positive Nicolas. Nicolas didn’t make us any more freely and effectively,” explains upward spiral in Maxim’s life.” promises, but from the very beginning Mr. Masse. In parallel, says Arlette, he set about restoring Maxim’s self- Mr. Masse took steps to remedy the The CAFE counsellors are based at CLSC image, encouraging him, validating school front. “There was a constant Côte-des-Neiges and CLSC Benny Farm, him.” barrage from them that was harsh but they are available to eligible families and relentless, so Nicolas intervened in crisis throughout CIUSSS West-Central Within one month, the two-to-three there too. He worked with the school Montreal, upon referral. Parents may weekly home visits by Nicolas (during on centralizing their critical comments contact Info-Social at 8-1-1 at any time. which he met both with Maxim and his so that we weren’t overwhelmed by A follow up with the CAFE team will family) had calmed the crisis, reports the negativity. He also asked them to take place without delay if the family Arlette. The tension had dissipated convey what Maxim did well, for the in crisis meets the program’s criteria. enough that they were now able to speak encouragement.” Otherwise, the parents will be directed with one another. “It was remarkable, to an alternate program appropriate to once we embarked on the program, To get Maxim on course with a medical their situation. we were experiencing only progress,” treatment for his ADHD, Mr. Masse was

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Well being July 2018.indd 5 04/09/2018 10:38 Parenting a teenager, it’s a Mission imPossible!

Behind every teenager’s shut choices, and have the space to discover parent, and yet so many feel they are bedroom door lies a person who— who they are and affirm themselves. falling short,” says Ms. Boulanger. “That paradoxically—wants to be heard. “Though it may seem that youths sentiment creates a sense of solidarity want to shut their parents out during between parents of adolescents.” True, teens spend these formative years this critical stage in their development, asserting their freedom to explore, to To capitalize on that kinship, the they do need guidance and support, take risks, to make choices. They are CLSC Côte-des-Neiges provides free perhaps more than ever,” Ms. Boulanger gaining their independence as they workshops on Enhancing the Parent- declares. charge headlong and headstrong toward Adolescent Relationship. “We offer adulthood. For their part, parents will be forgiven a supportive environment for parents if they look forward to this time in their to gather so that we can accompany “Parents might be tempted to retreat child’s life with trepidation, perhaps families through difficult moments,” says or keep their distance, especially if they even dread. Teenage angst, isolation, Ms. Boulanger. “The parents who enroll feel their adolescent is pushing them rebellion—these may be normal in our workshops make friends with

away,” says Marie-Eve Boulanger, a developmental states, but notoriously each other, they build a network with planning, programming and research tricky to handle. There are meaningful others who are encountering many of officer for Frontline Services of the ways parents can connect with the the same challenges. There is something Youth in Difficulty Program. Perhaps younger generation, however. Research about a group that is more therapeutic counterintuitively, however, the presence points to strategies that strengthen the than one-to-one.” and availability of a parent makes parent-child bond, and help moms and the teen more receptive to parental The workshops are offered semi-monthly dads to set their teen on the path to a influence. In an open, communicative to parents throughout Montreal and healthy, happy and fulfilling adult life. family home, they learn to develop their Laval in a series of five sessions, each own ideas, take control, make the right “It’s the ambition of almost every addressing a specific aspect of teen

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Well being July 2018.indd 6 04/09/2018 10:38 rearing. The first workshop, Warning: “The counsellors are not here to • Who is their teen’s best friend? Construction Zone, familiarizes parents lecture. We’re professionals, but we’re with adolescent developmental stages, • Who is the most influential person in not the experts,” remarks Ms. Cemali. examining how the brain and body their life (besides family members)? The animators of the workshops mature. This helps to demystify the • Do they feel accepted by their peers? create a very informal atmosphere, biological processes that drive their serving snacks and beverages, to help • What is their favourite subject in teen’s impulses and underlie their participants feel at home. “We’re school? moods. available more to help guide the parents • What is their proudest achievement in supporting one another through an “Parents come in thinking, ‘my child of the past year? open exchange of ideas from different has a problem’ and they emerge feeling perspectives. They will often suggest less alone,” says Selin Cemali, a social • What is their most prized object? to each other, ‘Yes, our family went worker who co-leads workshops along • What do they most fear? through something similar, have you with her colleagues from the Youth in • What makes them angry? considered trying this approach, it Difficulty team. “That’s because they worked for us’.” discover, by listening to each others’ experiences, that their teen’s behavior When parents return home they “You as parents are the experts in your is a normal part of the trajectory of invite their teens to answer the same child’s life, you know them best. You adolescence.” questions, and compare answers. have the solutions to help guide your “It’s a great exercise to get families teen. This realization is very empowering. Each workshop is led by two animators communicating, it starts a conversation,” We find over the course of the seminars, from the Youth in Difficulty team of says Ms. Cemali. their confidence in their role as parent is social workers and psycho-educators. renewed.” The pair of professionals typically include The especially popular Negotiation and a man and a woman, to represent both Conflict Management workshop guides They may receive it so seldom at home, mother and father. Each session kicks off parents who may feel overwhelmed so here we leave the last word to with ice-breakers, as the 12 participants during clashes with their teen. You’ve parents…. What do you take home with introduce themselves and brainstorm caught them smoking in their bedroom? you from the workshop? on the different themes. A preliminary They’re headed out to a party but “Concrete tools to improve my theoretical presentation on the topic at refuse to give you the address or phone communication with my child” hand by the counsellors equips parents number? They’ve agreed to babysit their younger sibling but then renege on their with tools for handling difficult situations “I am learning to use the promise? In many scenarios, parents that may arise with their teens. ‘I’ message rather than the can arrive at a reasonable resolution by accusatory ‘you’” Ms. Cemali explains that their approach writing down, step by step: is hands on and interactive, so that “The motivation to become better parents can ‘practice’ applying these • Who is involved in the disagreement parents” tools in a safe environment. For instance, • What are the interests of each party the animators present a mock scenario, “My conviction, which had been • Which of their needs are compatible and the parents take part in role- buried beneath my worry” playing exercises to act out how such a • What are their respective positions scene might unfold in their household. “Less anxiety and more • Who is showing flexibility They are instructed to apply a specific confidence” parenting style, such as authoritarian, “The key is to develop a win-win “A good energy to continue to which is strict, uncompromising and solution through a collaborative love my daughter” stern, or the democratic approach, approach by engaging your child, rather involving fair and consistent discipline, than imposing your will with no regard Parents who wish to participate in the openness and affection. During the for the teen’s feelings or views,” says workshop are required to register, as simulation, they take on not only the role Ms. Cemali. class sizes are limited. Either or both of parent, but the adolescent as well. parents may attend the workshops, “Parents who come to us in search of a which are held during after-work hours. “It’s crucial as parents to practice specific winning formula to help them They are offered twice yearly, in the fall empathy, to step into our teenager’s navigate this challenging time may find and winter, alternating with the season shoes and think how we can help themselves frustrated,” says Ms. Cemali. in English and French. To reserve a spot with the many changes they’re There are simply too many variables, she or learn more, contact Nicolas Masse, a experiencing,” says Ms. Cemali. Parents notes, such as the personalities of the social worker with the Youth in Difficulty discover how well they know their child individual family members, the family Program by email at Nicolas.Masse. through another exercise in which they dynamic as a whole, and the cultural [email protected] or by phone at answer a series of questions covering context in which they live. 514-731-1386, extension 2042. different facets of their life, such as:

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Well being July 2018.indd 7 04/09/2018 10:38

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P L I Y M S A T F U D Y E N P P T S , H A

Social workers in elementary schools foster students’ social and emotional development

hildren across CIUSSS West- What is your main role as a social What are some situations that Central Montreal’s territory worker in an elementary school? may require a referral to a social benefit not only from worker? The role of the social worker is to support dedicated teachers to help C and accompany the parents and to It could be a simple referral where the them learn, but also the support of facilitate their access to resources. It can parent has difficulty with routine and health professionals such as social be resources in the school, or services and discipline in the home, and the teacher workers. Social workers ensure that programs available at the CLSC. I start notes that it is affecting the child’s the social and emotional development with receiving the referrals and requests, adaptation in the classroom. The teacher of students follows along with their and evaluating the psychosocial situation will first meet with the parents, and academic learning, helping them grow of the family and the child. I assess the then propose that they meet with me. If in a safe and caring environment. child’s needs and what the family wants. the parent accepts, then a referral form Julia Karpinski (shown standing), To get a complete picture of the situation, is completed and given to me. I will a social worker with the Healthy I interview and meet with the child and contact the family and meet with them. Schools team in the Frontline Services parents, with the teachers, as well as with Directorate, describes her work with The most common referrals I receive are the principal and any other professionals students, families and professional for issues with behaviour, self-esteem, that are involved with the student. I can staff at the English Montreal School parents who are divorcing or separating, then assess what the child needs, and Board’s Sinclair Laird School in the a death in the family, and finances. from there refer them to the appropriate Parc-Extension neighborhood. services.

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Well being July 2018.indd 8 04/09/2018 10:38 Do you collaborate with teachers creates a less threatening environment, assess what is going on and to find the and other staff members of the right services or help for them. There is What value does a social worker school? bring to the school environment? no one-size-fits-all approach. It’s very Absolutely! Collaboration is essential to important because every family has a The fact that there is a social worker in my work. I collaborate with the other different way of seeing things. the school who is associated with the professionals in the school, such as the CLSC, and knows not only about the Parents are allowed to call me directly as psychologist, speech language pathologist, CLSC resources but as well as those in I work for the CLSC and not the school resource teacher, occupational therapist the community, helps a great deal with board. Even if it just to consult, I am there and specialized educator, as well as my my consultations. to answer any questions they may have. team members from the Healthy Schools It is usually in relation to what is going If a teacher approaches me to offer a team in the CLSC. on with their child in school, but it does workshop on a certain subject, I can happen that parents have asked me for do that. I present workshops in the What are some of the resources to resources for themselves. Resources that classroom, for instance on the subject of which you might refer a student? help the parents help the child! If they are puberty for grade six students, or groups Most elementary schools have health doing well, their child will continue to do on self-esteem. It is always in response professionals that work in the school, well too. If the parent is aware of what to the needs of the particular school. such as psychologists, speech language resources are available for themselves, it pathologists, resource teachers and Do parents fully understand your makes them feel more empowered and occupational therapists. role within the school and what reflects on their parenting skills. In the CLSCs, I may refer students to the you can provide to them? Youth in Difficulty program or to the What do you find most rewarding Often when the words ‘social worker’ Youth Mental Health team. Sometimes about working in schools? are mentioned, families are resistant. parents will contact me directly for their I am there to support and accompany I love being a social worker! I really enjoy own individual support. I can refer parents parents in the steps they need to take the school setting. Students need to be to general adult services at the CLSC. and to get them involved in the decision happy in the school and in their home. Before a referral is made, the teacher, making. Seeing a social worker is a It’s very rewarding to see a child succeed principal and I can meet with the parents to voluntary service, and it comes down following changes that were made either introduce myself to the family, rather than to what the family wants and needs. at school or at home that I helped to contact the parents over the phone. This I am not here to judge, I am here to facilitate.

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Well being July 2018.indd 9 04/09/2018 10:38 CLSC services

Sexual health Olo program Breastfeeding support Counseling and screening of sexually The program supports eligible pregnant, Breastfeeding clinics offer mothers and transmitted and blood-borne low-income women, while providing mothers-to-be (and their immediate infections are offered free of charge essential foods (eggs and milk), as well as family) an opportunity to meet with a and in complete confidentiality. mineral and vitamin supplements for free. professional who can answer questions Information about contraception and about breastfeeding. These meetings also CLSC de Côte-des-Neiges family planning, as well as unwanted provide a chance to share experiences 514-731-8531, ext. 5086 pregnancy, is also available. with other mothers. CLSC de Parc-Extension CLSC de Côte-des-Neiges 514-273-9591, ext. 6354 CLSC de Côte-des-Neiges 514-731-8531 514-731-8531, ext. 2439 CLSC Métro CLSC de Parc-Extension 514-934-0354, ext. 7780 CLSC de Parc-Extension 514-273-9591 514-273-9591, ext. 6354 CLSC de Benny Farm CLSC Métro CLSC Métro and CLSC René-Cassin 514-934-0354, ext. 7401 514-934-0354 514-484-7878 CLSC de Benny Farm CLSC de Benny Farm and CLSC René-Cassin Prenatal classes and CLSC René-Cassin 514-484-7878, ext. 3531 514-484-7878 Prenatal classes help future parents prepare for the birth and the early days Homemade baby Dietary clinic for at home with their newborn, including expecting mothers information about breastfeeding as a food workshop Information sessions on proper nutrition healthy choice. A workshop led by a nurse and a for expecting mothers. dietitian, explaining how to make CLSC de Côte-des-Neiges healthy baby food. CLSC de Côte-des-Neiges 514-731-8531, ext. 5087 CLSC de Côte-des-Neiges 514-731-8531, ext. 5087 CLSC de Benny Farm 514-731-8531, ext. 2566 and CLSC René-Cassin 514-484-7878, ext. 3585 CLSC de Parc-Extension 514-273-9591, ext. 6350

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Well being July 2018.indd 10 04/09/2018 10:38 Baby dental clinic Free dental clinic for babies and toddlers aged six months to three years taking place once a month with a dental hygienist. CLSC de Côte-des-Neiges 514-731-8531, ext. 2850 CLSC de Parc-Extension 514-273-9591, ext. 6301

Special needs children Services for children with intellectual disabilities and pervasive developmental disorders as well as for children with physical disabilities. CLSC de Côte-des-Neiges 514-731-8531 CLSC de Parc-Extension 514-273-9591 CLSC Métro Needle exchange CLSC Métro 514-934-0354 Needle exchange and a recovery services 514-934-0354 CLSC de Benny Farm of syringes used for injectable drugs. CLSC de Benny Farm and CLSC René-Cassin CLSC Métro and CLSC René-Cassin 514-484-7878 514-934-0354 514-484-7878 Smoking cessation CLSC de Benny Farm 514-484-7878 Youth clinic centres (CAT) (12 to 24 years old) A facilitator is available to help with Cardiometabolic risk healthy lifestyle habits such as a healthy The team (including doctor, nurse and Follow-up for people with diabetes, diet, regular physical activities and social worker) provides health and social arterial hypertension, chronic obstructive abstaining from smoking. services to teenagers and young adults. pulmonary disease, and coronary heart CLSC Côte-des-Neiges CLSC de Benny Farm disease. 514-731-8531 ext. 2850 and CLSC René-Cassin CLSC de Parc-Extension Diabetes, arterial hypertension 514-484-7878 514-273-9591 ext. 6301 and chronic obstructive pulmonary disease Adolescent, family and children in CLSC Métro CLSC de Côte-des-Neiges, de crisis CAFE program 514-934-0354 ext. 7399 Parc-Extension, and de Benny Farm CLSC de Benny Farm Info-Social 514-484-7878, ext. 1420 and CLSC René-Cassin 8-1-1 514-484-7878 ext. 1420 Coronary heart disease CLSC de Benny Farm Mental health Health and support group for 514-484-7878, ext. 1420 Teams can provide help for emotional women or psychological distress, addiction, Fall prevention program violence, abuse, poverty and social Breast cancer evaluation and screening The PIED program is an intensive, exclusion, or for mental health problems, as well as referral to a designated 12-week program to prevent falls whether diagnosed or not. Reception, mammogram screening centre (CDD). among individuals 65 and over. follow-up, orientation and consultation CLSC de Côte-des-Neiges services are offered to adults, youths and 514-731-8531, ext. 5508 CLSC de Parc-Extension children by appointment. 514-273-9591, ext. 6518 CLSC de Parc-Extension CLSC Côte-des-Neiges 514-273-9591, ext. 6399 CLSC de Benny Farm 514-484-7878, ext. 3475 514-731-8531 CLSC Métro CLSC de Parc-Extension 514-934-0354, ext. 7345 514-273-9591 CLSC de Benny Farm 514-484-7878, ext. 3554

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Well being July 2018.indd 11 04/09/2018 10:38 years of caring for children Child Psychiatry at the JGH 50 and their families

s the Child Psychiatry Program at the Jewish General psychiatric unit Hospital commemorates its landmark 50th anniversary, in a Canadian Aits early years—as well as many recent achievements— general are back in the spotlight. hospital. The contrasts between modern times and the old days are However, considerable, with children now treated in the airy, light-filled Dr. Feldman Ruth and Saul Kaplan Pavilion, home of the JGH Centre for eventually Child Development and Mental Health. closed this unit to make more What has not changed, however, are the fundamentals of the effective use of Centre’s pace-setting approach to treatment—a strategy that funding, staff involves not just the child, but a collaboration among parents, and related teachers, therapists, nurses and allied health professionals. resources. “We’re not a school, but a treatment facility,” says “With that Dr. Jaswant Guzder, the Centre’s former Director, who stepped change,” down last summer after more than 40 years at the JGH. “We are he says, “we were able to more than double the number of coaching children and their families to give them the strength to children we could look after, while still tending to the needs master their regular school, which is the goal of treatment.” of children who needed more attention, especially those with This is why it’s so important for the Centre’s 56 children—half autism disorders.” under the age of 7, the rest between 8 and 12—to return to Much was accomplished, despite chronic under-funding and their regular schools for one day a week, says Dr. Guzder. For barely adequate facilities that persisted for many years, says this to happen, close contact between the Centre’s staff and the Rosemary Short, who joined the JGH in 1983 and served as Head children’s teachers is essential. Nurse of Child Psychiatry from 1990 until her retirement last July. A major problem was having to spread various elements of Child Psychiatry throughout the JGH and in two external schools. Much of the treatment at the JGH took place on the fourth floor of Pavilion A, whose cramped rooms had previously been used for the JGH School of Nursing. “The professionals didn’t even have their own offices,” Ms. Short recalls. “Four or five people sometimes had to share the same office, and a lot of negotiation had to happen. For instance, staff had to decide when their colleague would see a family and whether they could still manage to make their phone calls. It was constantly a question of, ‘How can I get my “The new building, which opened in 2010, also helps to lessen job done? I have nowhere to sit and do it.’” the stigma of coming to a hospital or to Child Psychiatry,” adds Dr. Paola Habib, who became Director of Child Psychiatry Realizing that Child Psychiatry was long overdue for a proper last summer. “Patients and their families are reassured and home, Dr. Guzder and Ms. Short began working on a proposal pleasantly surprised by the setting.” in 2005 that would eventually lead to construction of the Ruth and Saul Kaplan Pavilion. What impressed Dr. Habib when she joined the JGH in 2014 was “its culturally oriented approach, with a strong emphasis Launched in 2010, the new building not only has an atmosphere on family therapy and a multidisciplinary approach, as opposed that is more conducive to treatment, but it has given the to a medication-prone approach alone.” department a centralized location for all elements of the program. The Child Psychiatry Program was launched in 1967, with “That was the heart of my legacy here—bringing the Dr. Ronald Feldman as its inaugural Director. Located on the department together,” says Dr. Guzder. “It has complemented fourth floor of the hospital’s new northeast wing, the program the really strong consolidation of our research and our family made history by establishing the first children’s in-patient therapy model, which I think is one of the best in the country.”

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Well being July 2018.indd 12 04/09/2018 10:38 years of caring for children and their families Super-clinics: SUPERIOR access to frontline health services

A packed Emergency waiting room is no place for an orphan. ‘Orphan patients’—people without access to family doctors—now receive proper care sooner, at one of six new super-clinics offering walk-in health services. As of September 2017, patients without a GP or who cannot be seen by their doctor within a brief timeframe can drop in to one of the new super-clinics opened in the CIUSSS West-Central Montreal catchment. The clinics’ multidisciplinary teams are available to welcome patients 7 days a week and 12 hours a day, which makes them a convenient alternative to busy hospital emergency rooms. “In frontline, we are always evaluating how to best serve our local population, based on their particular medical needs,” says Lisa Westaway, the Associate Director of Frontline Services. “We so that a patient with difficulty breathing demand for medical services, such as examine how and where services are may be sent for a lung X-ray, while a the flu season, points outJulie Simard, offered, so that we can develop the diabetic can receive a blood test. The lab a Frontline Planning, Programming and most suitable services for our users in or medical imaging results are available Research Officer. partnership with existing clinics within sooner, which means the doctor can the community.” Learn more about super-clinics prescribe medication or treatment within on our CIUSSS website at Home The super-clinics are well equipped to a reasonable delay. serve patients with semi-urgent medical > Care and services > Family Medicine problems. They offer on-site or nearby The super-clinics also provide improved Group (FMG) > What is a FMG? diagnostic tests and radiology services, access in times when there is a greater > Super-Clinics (FMG-Network).

s u p e r - c l i n i c s a t a g l a n c e • Serve patients without • Offer walk-ins same-day • Use electronic medical access to a family doctor medical consultation records to ensure • Open 12 hours a day, • Provide onsite continuity of care seven days a week, test centre and • To date, six super-clinics 365 days a year radiology services in our CIUSSS territory

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Well being July 2018.indd 13 04/09/2018 10:38 Family Medicine Groups

Family Medicine Groups (FMGs) are teams of family doctors who work in clinics in close collaboration with other healthcare professionals.

GMF Cavendish Phone: 514-484-0999 GMF Groupe Santé • CLSC de Benny Farm Fax: 514-484-9262 Westmount Square • CLSC René-Cassin 1 Westmount Square GMF St. Mary’s Pav. A, Suite 180 GMF du Village Santé 3777 Jean-Brillant St. Westmount Montreal • CLSC Métro Phone: 514-934-2334 Phone: 514-734-2677 Fax: 514-931-2929 • CLSC de Côte-des-Neiges Email: [email protected] • CLSC de Parc-Extension GMF Santé Kildare • Maison Bleue 7005 Kildare Rd. GMF Diamant • La Maison Bleue de Suite 14 5885 Côte-des-Neiges Rd. Parc-Extension Côte-Saint-Luc Suite 201 Phone: 514-397-0777 Montreal GMF Goldman Herzl Fax: 514-507-5717 Phone: 514-731-5994 Family Practice Centre Email: [email protected] 5790 Côte-des-Neiges Rd. Online resource Pav. H, 2nd floor GMF Santé Médic Montreal 5950 Côte-des-Neiges Rd. dedicated to Phone: 514-340-8253 Suite 220 Montreal Family Medicine GMF de La Cité Phone: 514-733-7381 Group clinics 300 Léo-Pariseau St. Email: [email protected] Suite 900 The Family Medicine Groups (FMGs) were created to improve patient Montreal GMF Santé Mont-Royal access to medical care within our Phone: 514-281-1722 4480 Côte-de-Liesse Rd. Appointment centre: 514-316-8127 CIUSSS, and now a website has Suite 110 been created to improve digital Town of Mount Royal GMF La Cité médicale access to those clinics, and the Phone: 514-819-6649 services they provide. de Montréal Fax: 514-731-6650 Alexis Nihon Complex, Email: [email protected] fmg.ciussswestcentral.ca Tower 2 The site offers an introduction to 3500 De Maisonneuve Blvd. West GMF Forcemédic 3 FMGs, describes the role of various Suite 1520 1 Westminster Ave. North team members (such as nurses, Montreal 2nd floor social workers, nutritionists and Phone: 514-788-6484 Montreal kinesthesiologists), and lists every Fax: 514-788-1983 Phone: 514-787-1818 clinic within the network along Email: [email protected] Email: [email protected] with their contact information and a location map. GMF Elna Decarie GMF Métro Médic Centre-Ville Montrealers are also guided 6900 Decarie Blvd. 1538 Sherbrooke St. West through the process of finding a Suite M160 Suite 100 family doctor that is accepting new Montreal Montreal patients in their catchment area. Phone: 514-373-3562 Phone: 514-932-2122 The new dedicated section is GMF MDCM GMF Queen Elizabeth found on the CIUSSS West-Central Montreal internet under Home > 5515 St-Jacques St. 2111 Northcliffe St. Care and services > Family Medicine Suite 100 Montreal Group (FMG). Montreal Phone: 514-481-4343

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Well being July 2018.indd 14 04/09/2018 10:38 Super-clinics

A FMG with a network designation (GMF-R) is also responsible for providing simple urgent services, semi-urgent first-line services, diagnostic tests and radiological services.

GMF-R Herzl Walk-in Centre GMF-R Queen Elizabeth 5858 Côte-des-Neiges Rd. 2111 Northcliffe St. Suite 500 Montreal Montreal Phone: 514-481-4343 Phone: 514-340-8311 Open daily, 8:00 a.m. – 8:00 p.m. Open daily, 8:30 a.m. – 8:30 p.m.

GMF-R Forcemédic 3 GMF-R Groupe Santé 1 Westminster Ave. North, 2nd floor Westmount Square Montreal 1 Westmount Square Phone: 514-787-1818 Pav. A, Suite 180 Email: [email protected] Westmount Open daily, 8:00 a.m. – 8:00 p.m. Phone: 514-934-2334 Fax: 514-931-2929 GMF-R Métro Médic Centre-Ville Email: [email protected] GMF-R Diamant 1538 Sherbrooke St. West, Suite 100 Open daily, 8:00 a.m. – 8:00 p.m. 5885 Côte-des-Neiges Rd., Suite 201 Montreal Montreal Phone: 514-932-2122 Phone: 514-731-5994 Open daily, 8:00 a.m. – 8:00 p.m. Open daily, 8:00 a.m. – 8:00 p.m. Test centres

Remember to bring to your Sexually transmitted and blood- appointment your: borne infections screening • Doctor’s requisition Free services offered by appointment. • Health insurance card CLSC de Benny Farm Ask your doctor if you need to fast or stop and CLSC René-Cassin taking your medication prior to the test. Phone: 514-484-7878 Please note: Because of the special CLSC de Côte-des-Neiges nature of induced hyperglycemia and of Phone: 514-731-8531 AC and PC glycemia tests, please arrive CLSC de Parc-Extension at the sampling clinic before 8:00 a.m. CLSC Métro Monday – Friday Phone: 514-273-9591 Jewish General Hospital 7:30 a.m. – 6:00 p.m. CLSC Métro Monday – Thursday Phone: 514-934-0354 7:30 a.m. – 8:00 p.m. Phone: 514-934-0354 Friday CLSC de Benny Farm 7:30 a.m. – 4:00 p.m. Monday – Friday Hepatitis C screening Phone: 514-340-8263 7:30 a.m. – 9:30 a.m. Free service offered by appointment, Phone: 514-484-7878 including a blood test and consultation Mount Sinai Hospital with a nurse. Monday – Friday CLSC René-Cassin 7:30 a.m. – 9:30 a.m. Monday – Friday CLSC Métro Phone: 514-369-2222, 7:30 a.m. – 9:30 a.m. Phone: 514-934-0505, ext. 7406 dial 0 to make an appointment Phone: 514-484-7878

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Well being July 2018.indd 15 04/09/2018 10:38 HOME CARE CIUSSS WEST-CENTRAL MONTREAL PROVIDES HOME CARE TO THOUSANDS OF CLIENTS EVERY YEAR

What is home care? may need to (re)evaluate the situation. Home care services may include nursing care, social work, Statistics about home care in our CIUSSS physiotherapy, occupational therapy and help with daily tasks The home care teams provided a total of 972,465 hours of such as bathing or medication management. In addition, direct services to 9,207 clients during the 2017-2018 fiscal year. if any adaptive items (such as handle bars or walkers) are needed in the home, the home care team will make all the This increase of 175,789 hours of direct services compared to necessary arrangements. the previous year reflects an increase in needs for vulnerable people with a lower level of autonomy. I know someone who could benefit from home care, what should I do? Call your local CLSC and let them know that you would like to access home care services. CLSC René Cassin and CLSC de Benny Farm 514-484-7878 CLSC de Côte-des-Neiges 514-731-1386 CLSC Métro 514-934-0505 CLSC de Parc-Extension 514-273-9591

How does the home care team determine who is a candidate? The initial conversation will include pre-screening questions, such as: • Does the person live alone?

• Can they manage their medication? What about palliative home care? • Can they dress themselves properly? We are also caring for clients in palliative care. In 2017-2018, A referral is then sent to the home care team, which will do we served 577 clients in palliative care and performed 29,845 a full assessment of the client and their environment. This interventions with them and their caregivers. includes checking to see if the person can reach their dishes or take a bath without falling. Why is there such a high importance on home care? After a global assessment is complete, a home care plan will The government has been focusing their resources on be developed and put in place. The plan will identify the measures to help keep people in their homes, according services that best correspond to the client’s unique needs, as to the Director of the Support Program for the Autonomy well as a full schedule of when these services will be provided. of Seniors, Barbra Gold. “We have been seeing a greater budget for home care and more of a push for added What kind of follow-up is done? resources,” Ms. Gold says. “The government recognizes the best place for anyone is to remain in their home as The home care client is followed by a multidisciplinary team long as possible and it is our job to ensure that people can that will monitor their progress. If it is determined that a client stay at home in a safe environment with access to the care is experiencing a significant loss of autonomy, a case manager they need.”

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Well being July 2018.indd 16 04/09/2018 10:38 ° 17 °

Well being July 2018.indd 17 04/09/2018 10:38 KEEP AN EYE OUT FOR

hy is early detection so important? Glaucoma causes irreversible damage to the optic nerve and W may lead to blindness, says Dr. Oscar Kasner, Director of the Glaucoma Service at the Jewish General Hospital (JGH). “Glaucoma is the silent thief of sight, incurable and asymptomatic at its onset,” says Marc Renaud, a JGH ophthalmic technician. “Fortunately, though, it can be stabilized through a variety of effective treatments.” Mr. Renaud explains that people of African descent have a higher incidence of the most common form of glaucoma, so the glaucoma team keeps very active in getting the word out in the community.

Raising glaucoma awareness session, patients can ask questions about their condition. For thirteen years, a monthly drop-in clinic on glaucoma has been offered to the public at the JGH by the McGill Glaucoma “Glaucoma is the second-leading cause of vision loss in elderly Information Centre. Alternating English and French, the Quebecers, but it is said that over 50 per cent of people with sessions offer patients and their families explanations on how glaucoma are unaware that they have the disease,” says Mr. Renaud. to control and stabilize their vision straight from the experts, “That’s why awareness and education efforts are so important including Mr. Renaud, the project’s manager, JGH Ophthalmic and should be encouraged within the medical community.” Nurse Carole Desharnais and Dr. Kasner. To learn more about the free information sessions at the JGH, Mr. Renaud explains the causes and consequences of including dates of the upcoming presentations, contact glaucoma, while Ms. Desharnais demonstrates how to properly Mr. Renaud at [email protected] or by telephone at administer daily eye drop medication. In the final portion of the 514-340-8222, extension 24954.

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Well being July 2018.indd 18 04/09/2018 10:38 Ombudsman sees complaints as stepping-stones to better care

complaint about an adverse incident, no matter how regrettable, can potentially beA transformed into an instrument of change that leads to improvements in health care and social services, says the Commissioner of Complaints and Quality of Service (ombudsman) for CIUSSS West-Central Montreal. At the same time, adds Marisol Miro, the details of each complaint—as well as any request for assistance—must be thoroughly examined in a manner that respects the rights and obligations of healthcare users and staff alike. “I don’t know if ‘watchdog’ is too strong a word for what I do,” she says, “but in general, I think this is what an ombudsman is: someone who makes sure that the concerns of our users are addressed in a timely fashion and in a satisfactory way. I answer to the Board of Directors of the CIUSSS, so this is quite a responsible role.” Ms. Miro realizes that the specifics of individual cases are usually limited in their scope. However, she notes, certain needed to resolve users’ difficulties and be a trying experience, Ms. Miro says incidents can have a broader significance, provide them with assistance. she’s undaunted, because “by nature, I’m since their underlying principles touch on a very positive person. I’m also aware that a wide range of policies and procedures “I want this to be seen as a team effort,” throughout the CIUSSS. she insists. “What we all do together on any action by our team to improve the behalf of the patients, residents and clients experience of a user in a difficult situation “I see this as an integral part of improving of our CIUSSS is something that I could can be counted as a true gain, a real victory.” quality,” she says. “How can we upgrade never accomplish on my own.” the quality of care, unless we hear and How to contact the ombudsman learn from the users themselves? For me She has also started a process that will result personally, offering to help someone who in all telephone calls and emails being At the JGH and in other healthcare is hurting or is concerned about a family routed to her office, no matter from which facilities of CIUSSS West-Central member, and then to develop a solution CIUSSS site they originate. “This is being Montreal, a complaint can be registered to their concerns is a source of great done not just to facilitate our work, but to or assistance can be requested from satisfaction.” make sure that members of the public know the Commissioner of Complaints there is one ombudsman, one team and one Ms. Miro is quick to note that even and Quality of Service (ombudsman) bureau for the entire CIUSSS.” though she is the most prominent at [email protected] participant in the complaints process, the While dealing with a steady stream of or by phoning 514-340-8222, skills of everyone in her department are complaints and requests can sometimes extension 24222.

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Well being July 2018.indd 19 04/09/2018 10:38 CIUSSS SITES

Hospital — Acute care La Maison Bleue de Parc-Extension 7867 Querbes, Montreal 514-507-9123

Outremont Point of Service 1271 Van Horne Avenue, Outremont 514-731-1386

Frontline care — CLSCs

Jewish General Hospital 3755 Côte Sainte-Catherine Road, Montreal 514-340-8222

Frontline care

CLSC de Benny Farm 6484 Monkland Avenue, Montreal 514-484-7878

CLSC de Côte-des-Neiges 5700 Côte-des-Neiges Road, Montreal 514-731-1386

CLSC Métro Côte-des-Neiges Birthing Centre 1801 de Maisonneuve Boulevard West, Montreal 6560 Côte-des-Neiges Road, Montreal 514-934-0505 514-736-2323 CLSC de Parc-Extension Info-Santé / Info-Social Montreal 7085 Hutchison Road, Montreal 8-1-1 514-273-9591

La Maison Bleue de Côte-des-Neiges CLSC René-Cassin 3735 Plamondon, Montreal 5800 Cavendish Boulevard, Côte Saint-Luc 514-509-0833 514-484-7878

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Well being July 2018.indd 20 04/09/2018 10:38 Long-term care Saint Andrew Residential Centre 3350 Cavendish Boulevard, Montreal 514-932-3630

Saint Margaret Residential Centre 50 Hillside Avenue, Westmount 514-932-3630

*Intermediate Resource

Rehabilitation

Donald Berman Maimonides Geriatric Centre 5795 Caldwell Avenue, Côte-St-Luc 514-483-2121

Father Dowd Residential Centre 6565 Hudson, Montreal 514-932-3630

Henri Bradet Residential Centre 6465 Chester Avenue, Montreal 514-484-7878

Maison Paternelle* 1904 Van Horne Avenue, Montreal 514-733-5388 Catherine Booth Hospital Le Boulevard Residence 4375 Montclair Avenue, Montreal 5900 Decarie Boulevard, Montreal 514-484-7878 514-735-6330 Lethbridge-Layton-Mackay Donald Berman Jewish Eldercare Centre Rehabilitation Centre 5725 Victoria Avenue, Montreal 514-738-4500 Constance-Lethbridge site 7005 de Maisonneuve Boulevard West, Montreal Lev-Tov* 514-487-1891 6900 Sherbrooke Street West, Montreal Satellite Centre 514-489-4448 514-695-7565

Mount Sinai Hospital Mackay site 5690 Cavendish Boulevard, Côte-St-Luc 3500 Decarie Boulevard, Montreal 514-369-2222 514-488-5552

Manoir Renaissance* MAB site 5995 Dolbeau, Montreal 7000 Sherbrooke Street West, Montreal 514-739-0001 514-488-5552

Les Pavillons LaSalle* Miriam Home and Services 400 Louis-Fortier, Montreal West 8160 Royden, Town of Mount Royal 514-370-8000 514-345-0210

Ressource de la Montagne* Richardson Hospital 7001 Parc Avenue, Montreal 5425 Bessborough Avenue, Montreal 514-316-7457 514-484-7878

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Well being July 2018.indd 21 04/09/2018 10:38 CIUSSS West-Central Montreal is grateful to all advertisers for helping to make this magazine possible. Please note that an advertisement in this magazine does not imply an endorsement by CIUSSS West-Central Montreal.

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