Welcome to the inaugural issue of TransForm

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1 N E W S Third Quarter October 2014 Mission As a strategic partner, we are dedicated to delivering exceptional service and creating new opportunities to improve value to the health system. Vision Lead innovation and change to achieve health system transformation. Values Collaboration Accountability Respect Teamwork Strategic Directions Performance Service Innovation People A Message From Our CEO Welcome to the inaugural issue of TransForm Shared Service Organization s corporate newsletter. With each issue of this newsletter, we will bring you a greater awareness of what is happening in our organization and how we are working together to achieve success. Our commitment to you is rooted in exceeding your needs and centered on finding innovative opportunities and efficiencies that help you devote your time to providing outstanding patient care. This quarterly publication will provide updates on how we deliver these new opportunities and expand our ability to provide high quality service. As you read through the newsletter, I hope you discover new and interesting facts about TransForm s core priorities, services and people, who work every day to meet and exceed your expectations. It s been an exciting year for TransForm as we launched our strategic plan, inclusive of our mission, vision and values to help shape our culture and brand. Using the board approved strategic priorities of service, performance, innovation and people as well as their strategic goals, TransForm s senior leadership team created an operating plan to help achieve these goals and to guide the work of TransForm for the 14/15 fiscal year. A new activity based- budget process for the 2014/15 fiscal year, inclusive of a one percent reduction in our member hospital annual fees and a $30,000 reduction in capital dollars for TransForm has helped our member hospitals understand how their financial contributions relate to the services provided in an accountable transparent manner, and new performance metrics enable our stakeholders to clearly understand and evaluate our services. This is a key component of our evolution to a performance-based organization. It has been a year of progress and hard work and as a team we will continue to successfully grow the organization and build our reputation as Ontario s leading shared service organization. Leading Innovation. Improving Healthcare. In this Issue: Supply Chain Identifies $3 million in Savings TransForm Awarded Healthcare Improvement Fellowship Shona Elliott, CEO A New Brand is Born Earlier this summer TransForm reached some notable branding milestones with the launch of a new logo and tagline as well as a new website. The highly anticipated logo was well received by both TransForm employees and stakeholders and was selected following extensive stakeholder consultation. It represents the joining of PROcure and CHIS while providing an exciting look into TransForm s future. The design also reflects the professional services and high standard of excellence TransForm is committed to offering its member hospitals. TransForm s dedication to its stakeholders was again made clear with the launch of its new tagline Leading Innovation. Improving Healthcare. TransForm also moved forward with a new website: The new site replaces the CHIS and PROcure websites and fully embraces the organization s move to one brand. It includes a members only portal that provides member hospitals with access to forms, training documents and policies. The website builds on the organization s logo launch and recognizes the organization s founding strategic directions of service, performance, innovation and people.

2 TransForm Identifies Nearly $3 Million in Potential Clinical Savings Over the past few months, TransForm s supply chain team led research and identified nearly $3 million in clinical savings, as part of its commitment to return value back to its members. A review of clinical supply chain products across emergency and operating rooms at each hospital revealed several opportunities to standardize products across the region, resulting in over $1 million in potential savings. To help secure the supply chain savings as quickly as possible, TransForm s clinical team, including leadership from all hospitals is currently working to prioritize initiatives and implement these opportunities across all hospitals. In partnership with its member hospitals, TransForm is also seeking opportunities to regionalize diagnostic imaging contracts. A newly negotiated master service agreement, with Siemens, GE and Phillips will save member hospitals between seven to 11 per cent annually over the span of the agreement. The new contract will also help prevent inconsistencies and enhance patient service. The supply chain team s effort in realizing these clinical savings is an excellent example of TransForm s commitment to providing maximum value to its member hospitals, said Derek Robertson, chief supply chain officer. The team also discovered nearly $200,000 in regional recovery vendor rebates owed to member hospitals. The rebates were part of the initial contracts, however the vendors were failing to issue the rebates back to the hospitals. TransForm is dedicated to meeting the expectations of its members and will continue to explore savings opportunities, said Robertson. The team will spend the next few months working collaboratively with its member hospitals on a strategic approach to implement the clinical savings and finding new potential savings initiatives. Service Excellence a Top Priority TransForm identified service excellence as a top priority and one of its four strategic directions. An ongoing effort by the customer service team has resulted in improvements to service delivery across the organization. The team is seeking to implement further enhancements to customer service by gathering member feedback, through a recently launched survey. The goal is to gather input on where challenges exist and identify strategies for improving the services TransForm provides. As well, the team is in the process of finalizing its customer service philosophy and corresponding action plan. The action plan includes customer service training tailored to TransForm s customer service standards which is estimated to launch in the winter of A defined customer service philosophy rooted in best practices will ensure TransForm member hospitals experience a consistent and reliable approach to service, said Renee McIntyre, director of client relations and service excellence. Next steps is the development of standards and statement of commitment through engagement with our management team, TransForm will roll out the standards across the organization through training sessions tailored to our standards and aligned with our mission, vision, values and strategic priorities. Renee McIntyre, director of client relations and service excellence works with Justin Quinn, materials management supervisor at Hotel-Dieu Grace Healthcare. Page 2

3 Dashboard Boosts Emergency Department Efficiencies A multi-disciplinary team from TransForm and Windsor Regional Hospital is closer to developing a dashboard that allows emergency room physicians to anonymously analyze their own performance against that of their peers. The project is supported by an EXTRA Fellowship for Healthcare Improvement by the Canadian Foundation for Healthcare Improvement (CFHI), which allows teams to work collaboratively within their organizations to achieve efficient, high-quality services that improve patient care in their area. The team includes Dr. Tony Meriano and Jennifer Smith of Windsor Regional Hospital. TransForm s Matt Snyder, chief transformation officer and Katelyn Dryden, project planner are also part of the team and TransForm s first-ever EXTRA participants. Their fellowship award is a sign of TransForm s new capability where data and technology meet clinical practice. The dashboard is a systems-approach to enhance the current supports that are available to physicians and the emergency department and will help to identify roadblocks that may cause delays in patient care. Dryden, stated that audit and feedback research indicates that providing visible, actionable data to guide and measure change alone can lead to a four to sixteen per cent increase in productivity in the metrics monitored with successful adoption. The team recently attended an intensive two week seminar focusing on evidence-based research techniques, change management and networking with the other EXTRA teams that are implementing projects across Canada. The two week session was valuable by providing evidence-based research techniques that we used to scope the project and identify the focus, said Dryden. In addition to attending lectures and seminars, the team received feedback and suggestions from the instructors to ensure optimal dashboard development and implementation. The fellowship program builds leadership skills for healthcare transformation among the participants themselves, within their organizations, and across the healthcare system. Scorecards Measure Performance and Identify Opportunities Earlier this year, TransForm officially introduced its first ever triple aim scorecard, a quarterly report to measure and communicate performance in achieving service level expectations to member hospitals. The scorecard also directs improvement initiatives tied directly to TransForm s strategic priorities and helps guide decision making. As TransForm strives to become a high performing organization and demonstrate our commitment to service excellence, our scorecards provide a clear indication of where we can make enhancements to ensure we are meeting the expectations of our member hospitals, said Silvie McLean, chief strategy and performance officer. Phase one of the scorecards was released in early 2014 and produced a baseline of key indicators and metrics, that identified cost savings and contract compliance opportunities. The second phase, ready for release later this fall, focuses directly on supply chain and identifying clinical savings opportunities. The third phase, expected for release next spring will concentrate on information technology and information management metrics. As part of TransForm s commitment to accountable and transparent business practices, the scorecards, once complete and finalized are presented to executive champions at each hospital. Page 3

4 Collaboration at Work Windsor Regional Hospital I want to make a point of thanking TransForm for helping me set up my Citrix account. Everyone was very helpful and friendly, specifically Chris Holmes. He was nice enough to walk me through many things that were not set up and gave me a thorough but short course on the phone on how to use Citrix. I am very impressed with Chris and everyone else at TransForm who helped out. Health Records Department Chris Holmes, TransForm support analyst Bluewater Health TransForm s information technology analyst, Craig Hunt was recognized for his outstanding contributions and dedication to employees at Bluewater Health. Craig received a Mission Moment pin and is now included in a group of exceptional people who have been honoured through the Bluewater Health Mission Moment Peer Recognition program. Craig was nominated by Bluewater Health s Carol Columbus, after he was instrumental in implementing a solution that made patient phones and patient internet service more easily accessible within the Intensive Care Unit. Intensive Care Unit Craig Hunt, TransForm information technology analyst Hôtel-Dieu Grace Healthcare Linda is the most amazing person in the world! No matter how many times I call TransForm for help, she is right there happy to help. She goes out of her way to help me with all of my little and big problems. Further she always follows up with me after to make sure that whatever was going on was resolved. Regional Children s Centre Linda Prizio- Mollica, TransForm customer service specialist Chatham Kent Health Alliance Just wanted to send a quick message to let you know that the admitting department truly appreciates Scott Hogle s quick response to our computer needs. He is always there to help with unexpected downtimes. During a recent power outage at the hospital, he was able to set up our switchboard operator in the library department where they still had hydro. This change allowed them to transfer all calls and were able to call codes overhead if the need arose. Scott is a cherished employee and my staff truly appreciates all he does for the organization and we never hear him complain. Kudos to Scott! Patient Registration Scott Hogle, TransForm senior support analyst Windsor Regional Hospital I wanted to share a recent experience with TransForm s supply chain team, where I felt two employees went above and beyond the usual support. We recently has an issue where the hospital was short on two critical care patient products. Your director of hospital operations, Scott Williston and manager, Bob Smith were able to locate the required products and ensure they were delivered on time to avoid and interruption to patient care. For one of the of the products, it meant personally delivering it to Windsor from Chatham on the weekend. The above actions demonstrate a strong commitment and dedication to patients. Kudos to these two gentlemen who made sure our patients received safe and timely care. Guest Services Department Scott Williston, (L) TransForm director of hospital operations, Bob Smith (R), manager of hospital operations Page 4

5 Need IT or Supply Chain Support? Follow these quick steps to access the TransForm Support Web Portal. 1. Double click the TransForm Support icon in Citrix. TransForm Support 2. Once the TransForm support webpage loads, click on IT/IM or Supply Chain depending on the type of support required. 3. Select the type of service you need and complete the support form. Be sure to include your contact information. Click save when you are done and the ticket will be sent to the Service Desk. You will also receive a ticket confirmation . Are you seeking Service Desk support? For urgent IT requests between 7:00 am to 5:00 pm, Monday through Friday - call the IT Service Desk by dialing extension 7771 or submit a service ticket through the TransForm Support Web Portal following the instructions above. For urgent Supply Chain requests - call the Supply Chain Service Desk at or submit a service ticket through the TransForm Support Web Portal. For urgent after hours IT support - call Kelcom at Need help ordering supplies? Attend our Virtuo MIS (formally known as ORMED) training sessions. To register for training sessions, please transformsso.ca. Hotel-Dieu Grace Healthcare: November 24, 2014 December 22, 2014 Chatham Kent Health Alliance: September 4, 2014 October 2, 2014 November 6, 2014 December 4, 2014 Windsor Regional Ouellette: September 15, 2014 October 20, 2014 November 17, 2014 December 15, 2014 Windsor Regional Met: September 8, 2014 October 13, 2014 November 10, 2014 December 8, 2014 Bluewater Health: September 1, 2014 October 6, 2014 November 3, 2014 December 1, 2014 Leamington District Memorial Hospital September 9, 2014 October 14, 2014 November 11, 2014 December 9, 2014 TransForm News is published quarterly by the Communications Department. If you have any feedback, questions or concerns, please contact Belinda Bulhoes at or Page 5

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