report to the community [ 2017-2018 ] with you, for you La version francophone du rapport annuel à la communauté est disponible au rapportannuel.hopitalmontfort.com. © 2018, Hôpital Montfort – Direction des communications TABLE OF CONTENT MESSAGE FROM THE LEADERSHIP TEAM 4 TESTIMONIALS 6 Rethink Emergency 6 Restore Calm 10 Train the Future 13 Connect Care 16 THE YEAR AT A GLANCE 19 Improving the clinical sectors 19 Promoting training and research 21 Seeking administrative efficiency 22 Promoting a healthy workplace 24 INSTITUT DU SAVOIR MONTFORT 26 FOUNDATION 27 VOLUNTEERS 28 GOVERNANCE 30 MEDICAL ORGANIZATION 30 SUMMARY OF FINANCIAL STATEMENTS 31 MESSAGE FROM THE LEADERSHIP TEAM This edition of the Annual Report to the Community We are extremely proud of this recognition, especially is inspired by our vision, which is to “become your since the main objective of the accreditation process hospital of reference for outstanding services, is to ensure outstanding healthcare for our patients. designed with you and for you.” This year, we are celebrating the fifth anniversary In four stories, we will describe how the Montfort of our designation as an academic hospital. Since team puts Strategy 21 into practice each and every then, the Institut du Savoir Montfort has reached great day, be it in Emergency, the Mental Health Program, heights; a culture of knowledge is growing among Intensive Care or elsewhere in the hospital, including our members, and the hospital joined the ranks of in fulfilling our mandate as an academic teaching the top 40 major research hospitals in Canada. We hospital. We will also take a brief look at the Montfort put the final touches on an agreement that allows team’s innovations, improvements and successes physicians to devote more time to training the next over the past year. generation in medicine and to conduct research in French at Montfort. We are overjoyed by the strides Lastly, our invaluable partners will present their we have made, but we still want to push farther achievements: the Institut du Savoir Montfort, ahead, working alongside the government to achieve our knowledge institute, the Montfort Hospital our mandate. Foundation and the Association des bénévoles de l’Hôpital Montfort. There were many clinical improvements this year, such as setting up a new CT scanner with a A wonderful year for the Montfort team specialized cardiac module and the provision of telehealth services to Francophone communities 2017–18 has been an action-packed year, as you will across Ontario. We must also highlight the opening discover as you read these pages. of temporary beds in the Mental Health Program. Indeed, in December 2017, we were able to welcome Our teams pulled out all the stops in preparing us a dozen additional mental health patients at Montfort, for Accreditation Canada’s visit. The accreditation bringing a crucial respite in an area where waiting process involves continuous improvement, which lists are very long. Opening the new temporary beds, culminates in a peer evaluation by people working with only a few weeks’ notice, required incredible in Canada’s healthcare institutions. Four surveyors mobilization and extraordinary mutual support from Accreditation Canada conducted a survey among the hospital’s many sectors. of Montfort between April 15 and 20, 2018. They noted a compliance rate of 99.2% for the criteria We also retained our title as one of the best recommended by the organization and of 100% for employers in the National Capital Region. required organizational practices, which earned us The expansion of our recognition program, the our second “Accreditation with Exemplary Standing.” re-launching of our Health and Wellness program and the introduction of our first Code of Conduct no doubt helped us maintain our place among this select group for the third year. 4 But life would be dull without challenges. Once again But before we leave you, we would like to thank the this year, like many other hospitals in Ontario, we members of the Montfort team: staff members, faced financial pressure. Every year it becomes more physicians, midwives and other healthcare complex to maintain a balanced budget, but we are professionals; interns, students and residents; pleased that we managed to do so—with compassion volunteers and patient partners; the 100 members and respect, and without having had to resort to of our association, including the members who sit tough measures. on various committees and the Board of Trustees. On behalf of our patients and their loved ones, we These are only a few of the many success stories want to thank each and every one of you for your from the past year. Read on to find out more about outstanding work and dedication, day in and day out. Montfort’s innovations. Suzanne Clément Dr. Bernard Leduc Chair of the Board of Trustees President and Chief Executive Officer of Hôpital Montfort of Hôpital Montfort 5 TESTIMONIALS RETHINK EMERGENCY I am writing in regards to a visit my wife and I had at your emergency ward. As everyone else that was there that day, we did not want to be there. We came in to the emergency because my wife was showing signs of what could have been a stroke – and she is only 46. The triage was quick and efficient. And from that point on, your staff worked in such a way that we felt as though we were the only ones at the hospital. Everyone demonstrated great professionalism – taking the time to explain what was happening and why, all the while being warm and compassionate to my wife and I. 6 While my wife was being prepped for a possible move, an ambulance delivered a 73-year old in cardiac arrest to the next bed. It was amazing to see the Montfort staff at work. Your staff went from compassionate nurses and doctors to the most well-oiled machine I have seen. No panic, no stress, just a high speed efficient ballet of life-savers. They spent the next 30 minutes reviving this apparently homeless senior, having to restart several times as he would go into cardiac arrest more than once after being revived. The dedication to their job was a reflection of great compassion – one that they are apparently able to lock up when they need to focus and save a life – and then turn back on when they came to check on my wife after reviving the other patient. Amazing. Satisfied that the scan did not show a problem, the neurologist discharged my wife and then followed up by arranging an MRI a few days later, taking charge to book the MRI instead of letting the responsibility fall on us in our personal panic. We can say without hesitation that we could not have been in better hands than at the Montfort. Please pass on our deepest gratitude to the team that worked the ER that Friday morning. Outstanding professionals each and everyone of them. - Eric, Ottawa It goes without saying that people who end up in Emergency would rather not be there. With this in mind, over the last year the team at Every day, Emergency Manager Marie Parish and Montfort’s Emergency has put a lot of effort into Care Facilitator Jannick Langlais take the time to sit improving patient experience. The team’s actions with at least 10 Emergency patients or their loved were guided by best practices, but also by the ones. “People are surprised that we’re asking for suggestions of patient-partners and comments made their immediate feedback, but this is what allows during patient, employee and physician rounds. me to better manage complaints and often bring an immediate solution,” explains Marie. 7 By adjusting schedules to better manage peak In many cases, patients’ physical pain is accompanied periods; by extending to midnight the presence of by mental health problems. We must adjust our care a nurse practitioner in the green zone to look after and services to meet their needs. less urgent cases; by installing a new CT scanner in Emergency; and by refining all of the stages in the A lot of work has been done for patients who come process, the waiting time before initial assessment into Emergency with a mental health problem. Peer by a physician or nurse practitioner has been reduced support workers affiliated with the Mental Health an average of two hours in the last 18 months and Program come to Emergency to sit and talk with our patients have spent 30 minutes less time in patients. Opening new temporary beds in mental Emergency. health has also helped enormously in reducing Emergency overcrowding. “That’s 30 minutes less in parking “The Emergency Department fees, 30 minutes less in childcare is not the best place for expenses, and, above all, 30 minutes a mental health patient.” less time worrying about the prognosis.” Annie Boisvert, Clinical Director of the Mental Health Program, Montfort Sophie Parisien, Clinical Director for the Emergency, Montfort Montfort’s Emergency is also working more closely with paramedics and other hospitals in the region. These improvements in efficiency translated into our For example, paramedics came to train nurses busiest year in the Emergency. and volunteers so that they could go help patients • Ranked 21th for performance in Ontario, a elsewhere on the hospital grounds, if patients are 32% increase compared to the previous year unable to get around on their own. And in January • 3 000 more patients than last year, 2018, Montfort was the first hospital to participate in representing a 5% increase a regional dashboard project with paramedics. • Patients satisfaction rates have increased by 6% The number of patients who leave the Emergency “You can see your transfer time before being seen by a physician has decreased, in real time in all emergency which partly explains the increased number of rooms in the city.” visitors.