BACKGROUND INFORMATION DOCUMENT

Transcription

1 South East Community Care Access Centre BACKGROUND INFORMATION DOCUMENT RFP #16-01 Infusion Equipment and Infusion Supplies March, 2016 South East Community Care Access Centre Centre d accès aux soins communautaires du sud-est

2 1 Table of Contents 1. CCAC Vision, Mission and Values Our Mandate Services Provided by the South East CCAC The South East CCAC works with: Service Provision Sites South East CCAC Pertinent Facts South East CCAC offices: South East CCAC Service Providers: Health Links in the South East... 6 What are Health Links? The South East Geography Statistical Information on the South East CCAC Volume of Patients and Referrals: Fiscal by... 9 Referral Source Delivery Information Biohazardous Waste Pick Up Service Challenges Key Initiatives in the South East CCAC... 12

3 2 1. CCAC Vision, Mission and Values Our Vision: Outstanding care every person, every day. Our Mission: To deliver a seamless experience through the health system for people in our diverse communities, providing equitable access, individualized care coordination and quality health care. Our Values: Respect Integrity Patient Focus Compassion Accountability Resourcefulness We see the worth in others, value their contributions, and treat everyone with dignity and kindness. Our actions are principled, honest, and fair. We live our values and act honestly, fairly, and ethically. We put the patient at the centre of everything we do. We support our patients, caregivers, and each other with understanding, empathy, and sensitivity. We are open and transparent and take responsibility for our work, our relationships and our results. We pursue excellence, knowledge and innovation to deliver the best care and value. 2. Our Mandate Community Care Access Centres (CCACs) work in communities across Ontario to connect people with quality in-home and community-based health care. We make sure our patients receive the care they need when they need it. We provide information, direct access to qualified care providers and many comprehensive services to help people come home from the hospital sooner or live independently at home longer.

4 Finding and accessing care can sometimes be confusing and complicated. CCACs are here to help people find their way through Ontario s health care system, understand their options and get the highest quality care possible. We help people across their life spans from school children who have special health needs to seniors who need health services at home or access to a long-term care home. Our caring and knowledgeable staff works hand-in-hand with patients and their families. We seek to understand each person s situation so that working together we can develop an individualized plan. The CCAC s expertise, in-depth assessment process, and strong partnerships ensure patients receive specific care tailored to personal requirements and feel supported through their entire care journey. The South East CCAC is funded by the South East Local Health Integration Network (SE LHIN). 3. Services Provided by the South East CCAC Care coordination Rapid Response Nurses Nurse Practitioners, Hospice Palliative Care Nurse Practitioners, Nurse Led Outreach Team Mental Health and Addiction Nurses Placement coordination Information and referral Services Care connectors Nursing services Personal support services Physiotherapy Occupational therapy Speech-language pathology Social Work Nutrition Medical supplies and equipment Infusion equipment and infusion supplies Respiratory Therapy Negative Pressure Wound Therapy Language Interpretation 3

5 4 4. The South East CCAC works with: 37 Community support services agencies 36 Long term care homes 29 Mental Health and Addiction Agencies (plus those geared to Children's mental health) 7 Hospitals 3 Hospices Family physicians, family health teams and community health centres Public, private and home schools 5. Service Provision Sites Health and support services for patients are delivered in the community. Settings include but are not limited to: The patient s residence, whether a permanent or temporary home, and may include a group home, retirement home, rest home, or home for special care Nursing clinics. The South East CCAC has nursing clinics for service provision in 14 locations throughout our geography Publicly and privately funded schools, including home schools Long-term care homes Community settings where the patient may need assistance from the service provider with their day-to-day activities All islands in the South East CCAC catchment area Hospitals, community health centres and family health teams 6. South East CCAC Pertinent Facts 13,000 Patients served on any given day Nearly 33,400 unique patients any given year Over 415 staff members 1500 contracted provider staff Annual budget $125M 19,473 square kilometres of territory Population of approximately 500,000 Highest percentage of population over the age of 65 of any CCAC/LHIN (17% in the South East compared to 13% overall in the province of Ontario) Accredited with exemplary standing with Accreditation Canada The South East CCAC has been rated very favourably by the people we serve achieving a 95 per cent overall satisfaction in the Client and Caregiver Experience Evaluation. We also received positive reviews from our partners when we engaged them to gather feedback to help inform decision making and identify areas for continuous improvement.

6 5 7. South East CCAC offices: Kingston (Head Office) 1471 John Counter Blvd, Suite 200 Kingston, ON K7M 8S8 Bancroft Office 229 Hastings Street South Box 1449 Bancroft, ON K0L 1C0 Belleville Office 470 Dundas Street East Belleville, ON K8N 1G1 Brockville Office 555 California Ave., Unit #1, Bag Service 7000, Brockville, ON K6V 7K6 Northbrook Office Highway #41 Northbrook ON K0H 2G0 Selby Office 114 Pleasant Drive Selby, ON K0K 2Z0 Smiths Falls Office 52 Abbott St. N., Unit 1 Smiths Falls, ON K7A 1W3 6. South East CCAC Service Providers: The South East CCAC currently has service contracts with the following organizations: Bayshore Home Health CarePartners CBI Home Health CommuniCare Therapy Five Counties Children s Centre Gail LeBlanc Hotel Dieu Hospital Child Development Centre Kaymar Rehabilitation Medigas/Praxair Ontario Medical Supply ParaMed Home Health Services

7 6 Quinte and District Rehabilitation Services Saint Elizabeth Health Care Victorian Order of Nurses Ontario Branch ProResp Respiratory Therapy 911 Interpreters 7. Health Links in the South East The South East CCAC has seven Health Links in our geography. Map of Health Links in the South East LHIN What are Health Links? Health Links bring local health care providers together and ensure that people are at the centre of their care. Health Links give family doctors the ability to connect patients with specialists, home care services and other community supports, including mental health services. For patients being discharged from hospital, it allows for faster follow-up and helps reduce the likelihood of readmission to hospital. This results in better patient care and strengthened partnerships in the community. Health Links help close the gaps that often occur when a patient moves from one provider to another. Coordinating care is an important step in improving the services available to patients with complex needs. Typically, these patients are seniors, have multiple chronic diseases and mental illness. These patients often default to the emergency department for care and are repeatedly readmitted to hospital when they could be receiving care in the community.

8 A recent study reports that 75 per cent of seniors with complex needs who are discharged from hospital receive care from six or more physicians and 30 per cent get their drugs from three or more pharmacies. The result is sub-optimal care that costs the health care system more. Patients with the greatest health care needs make up five percent of Ontario s population but use services that account for approximately two-thirds of Ontario s health care dollars. Better coordination of care for these patients will result in better care and significant health system savings that can be devoted to all patients, ultimately improving the sustainability of public health care. Source: 7 Volume of Patients and Referrals Fiscal by Health Link Health Link Number of Patients Number of Referrals Kingston 7,000 8,900 Out of Area 900 1,100 Quinte 8,400 10,100 Rideau-Tay 3,000 3,600 Rural Hastings 2,500 3,100 Rural Kingston 1,300 1,500 Salmon River 1,900 2,400 Thousand Islands 4,300 5, The South East Geography Relative to the province of Ontario, the South East has a higher Rural area of population Overweight and obese population Patient population with Chronic obstructive pulmonary disease (COPD) Patient population with Diabetes Avoidable mortality from treatable and preventable causes Unemployment And lower Life satisfaction High school graduates aged 25 to 29 Post-secondary graduates aged 25 to 54 Immigrant population The South East Local Health Integration Network is home to close to 500,000 people. It has a sizeable rural population with 44% of its residents living in communities of fewer than 10,000 people. Onequarter of the South East population resides in Kingston.

9 For more information on the South East Population Health Profile, please visit the South East LHIN website at 8

10 9 9. Statistical Information on the South East CCAC The following information is intended for use as guidance only. Volume of Patients and Referrals Fiscal by Age Group Age Group Number of Patients Number of Referrals 18 and under 4,900 5, ,000 7, ,500 14, ,900 8, Volume of Patients and Referrals: Fiscal by Referral Source Referral Source Summary Number of Patients Number of Referrals Community 16,900 19,800 Hospital 14,300 16,000 Referral Source Number of Patients Number of Referrals Community - E.M.S Community - Family 3,400 4,200 Community - Other 2,500 2,700 Community - Physician 4,700 5,000 Community - Self 1,600 1,700 Hospital - Emergency Department 2,300 2,400 Hospital - Inpatient 10,200 11,300 Hospital - Out Patient 1,700 1,700

11 10 Hospital - Same Day Surgery LTC Home Other CCAC - Choice for Out of Region Patient Other CCAC - Patient Transfer 1,500 1,600 School 3,900 3,900 By Hospital Number of Patients Number of Referrals Brockville General 1,400 1,500 Hotel Dieu Kingston General 5,200 5,700 Lennox and Addington County Out of Area Perth and Smiths Falls 1,400 1,500 Providence Care Quinte Healthcare Corporation 4,600 5,000 Service Utilization for Home and School Referrals FY Service Nursing - Shift Nursing - Visit Nursing Visit (Clinic) Personal Support Services Dietetic Therapy Occupational Therapy Physiotherapy Social Work Speech Language Pathology Utilization 44,500 hours 265,300 visits 43,400 visits 1,401,800 hours 2,200 visits 38,600 visits 34,000 visits 4,800 visits 12,100 visits

12 Delivery Information Preplanning should be done whenever possible to reduce the costs and pressures related to urgent and same day deliveries. The graph below represents deliveries in fiscal 2014/15. IMMEDIATE DELIVERY* REGULAR DELIVERY SAME DAY DELIVERY* WEEKEND DELIVERY April, May, June, July, August, September, October, November, December, January, February, March, *The South East CCAC would like to reduce the number of immediate and same day deliveries represented above. The number of patients who require infusion supplies in the South East in fiscal 2014/15: Distinct Patient Count April, May, June, July, August, September, October, November, December, January, February, March,

13 Biohazardous Waste Pick Up The infusion vendor in the South East geography is properly licensed by the Ministry of the Environment to pick up biohazardous/medical waste from patient homes. This includes unused medications, sharps and products that could contain blood and other body fluids. Breakdown of biohazardous waste pick up for fiscal year 2014/15: Biohazardous Waste Pick Up April, May, June, July, August, September, October, November, December, January, February, March, Service Challenges To remain responsive to patients and the health care sector, the South East CCAC anticipates that there will be changes to service delivery over the next few years just as there have been over the last several years. All South East CCAC service providers are expected to work collaboratively with the CCAC and other health care partners to develop innovative and effective models of service delivery to meet the needs of the patients in the South East CCAC area. 14. Key Initiatives in the South East CCAC Reduction in Infusion Pump Programming Errors. The South East CCAC Supply & Equipment Ordering team, Quality team and Client Services staff have worked with our contracted nursing providers and the infusion vendor to reduce errors in programming infusion pumps. This project team has developed policies, procedures and strategies related to independent double-checks, distractions in the home and reporting requirements to the South East CCAC. Our goal is to advance patient safety by eliminating pump programming errors in the South East. Infusion Alliance. The South East Infusion Alliance is a multi-disciplinary (nurses and pharmacists), multi-agency (community, acute care and long term care) group developed to share, strategize and align infusion practices throughout the care continuum. Members are preferred to be CVAA-certified and share infusion best practice expertise promoting excellence in infusion therapy.

14 The Rapid Response Nursing program focuses specifically on successful transitions from acute care to home for seniors and children with complex needs, providing high-risk individuals with an in-home nursing visit within 24 hours of hospital discharge, seven days per week. Nurse Practitioner Led Outreach Team nurse practitioners work closely with interdisciplinary teams, to support residents acute care needs. When a resident is hospitalized, the nurse practitioner works to ensure a safe and efficient transfer back to a long-term care home. Mental Health and Addictions Nurses provide mental health and addictions expertise to work with district school boards to address the needs of students with mental health and addictions challenges. The program builds on the role CCACs currently play in helping people navigate the health care system and connecting them to the services they need based on comprehensive assessment and care planning, while supporting coordinated and integrated care delivery. Putting people at the heart of all we do, Ontario s 14 CCACs have been perfecting the Client Care Model, a population-based approach to care that matches care coordination intensity with the specific needs of our patients. The model is a key part of the broader health sector strategy to deliver value to patients, quality services, sustainability, and evidence-based practices. The model enables a consistent approach across all CCACs to ensure a more standardized delivery of services to patients across the province. This model also provides provincially endorsed standards of care for each patient population. The standards relate to things such as frequency and timing of contact with patients and reassessments. Leveraging our Information Technology, the South East CCAC experienced a rapid expansion in the number of information and communications technology innovations in the last couple of years. In 2015 we implemented our Document Management System and External Communications reducing the number of pages we print and enabling the service providers to do the same. In 2016 we plan to implement supply ordering via PXML system-to-system integration with the nursing providers. The South East CCAC is working towards full French Language Service as a designated French language organization. The goal is to have all Francophones in the South East geography receive their services in the language of their choice. The South East CCAC implemented an eshift pilot in February, eshift is a technology-based program that allows one Directing Registered Nurse to monitor up to six patients at a time. Each patient would have a specially trained Personal Support Worker a Care Technician at the bedside during a shift acting as the eyes and ears of the Directing RN. This allows family members of a palliative patient to get some well-needed rest. Home and community care to be managed by the LHIN. We anticipate by April 1, 2017 each CCAC will become part of their corresponding LHIN. Putting patients first, this new system will ensure equitable access to all levels of care across the province. The 2014/2015 South East CCAC Annual Report can be viewed at: 13