South East Community Care Access Centre
Centre d’accès aux soins communautaires du sud-est
South East
Community Care Access Centre
BACKGROUND INFORMATION DOCUMENT
RFP #16-01 Infusion Equipment and Infusion Supplies
Table of Contents
1.
CCAC Vision, Mission and Values ... 2
2.
Our Mandate ... 2
3.
Services Provided by the South East CCAC ... 3
4.
The South East CCAC works with: ... 4
5.
Service Provision Sites ... 4
6.
South East CCAC – Pertinent Facts ... 4
7.
South East CCAC offices: ... 5
6.
South East CCAC Service Providers: ... 5
7.
Health Links in the South East ... 6
What are Health Links? ... 6
8.
The South East Geography ... 7
9.
Statistical Information on the South East CCAC ... 9
10.
Volume of Patients and Referrals: Fiscal 2014-15 by ... 9
Referral Source ... 9
11.
Delivery Information ... 11
12.
Biohazardous Waste Pick Up ... 12
13.
Service Challenges ... 12
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 We see the worth in others, value their contributions, and treat everyone with dignity and kindness.
Integrity Our actions are principled, honest, and fair. We live our values and act honestly, fairly, and ethically.
Patient Focus We put the patient at the centre of everything we do.
Compassion We support our patients, caregivers, and each other with understanding, empathy, and sensitivity.
Accountability We are open and transparent and take responsibility for our work, our relationships and our results.
Resourcefulness 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.
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
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.
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 12309 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
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.
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: www.Southeastlhin.on.ca
Volume of Patients and Referrals Fiscal 2014-15 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 5,100
8. 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. One-quarter of the South East population resides in Kingston.
For more information on the South East Population Health Profile, please visit the South East LHIN website at www.southeastlhin.on.ca.
9. Statistical Information on the South East CCAC
The following information is intended for use as guidance only.
Volume of Patients and Referrals Fiscal 2014-15 by Age Group
Age Group Number of Patients Number of Referrals 18 and under 4,900 5,000
19-64 7,000 7,900
65-84 11,500 14,500
85+ 5,900 8,400
10.
Volume of Patients and Referrals: Fiscal 2014-15 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. 20 20
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
Hospital - Same Day Surgery 600 600
LTC Home 200 200
Other CCAC - Choice for Out of
Region Patient 500 600 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 600 600 Kingston General 5,200 5,700 Lennox and Addington County 500 600 Out of Area 200 200 Perth and Smiths Falls 1,400 1,500 Providence Care 900 900 Quinte Healthcare Corporation 4,600 5,000
Service Utilization for Home and School Referrals FY 2014-15
Service Utilization
Nursing - Shift 44,500 hours Nursing - Visit 265,300 visits Nursing – Visit (Clinic) 43,400 visits Personal Support Services 1,401,800 hours Dietetic Therapy 2,200 visits Occupational Therapy 38,600 visits Physiotherapy 34,000 visits Social Work 4,800 visits Speech Language Pathology 12,100 visits
11.
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, 2014 188 1136 154 53 May, 2014 196 1102 180 58 June, 2014 185 1070 188 49 July, 2014 186 1158 176 49 August, 2014 195 1031 164 60 September, 2014 221 1118 177 53 October, 2014 211 1212 157 47 November, 2014 190 1120 150 34 December, 2014 169 1197 145 48 January, 2015 156 1194 152 33 February, 2015 165 1143 147 58 March, 2015 218 1301 140 47
*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, 2014 829 May, 2014 850 June, 2014 824 July, 2014 802 August, 2014 778 September, 2014 810 October, 2014 803 November, 2014 772 December, 2014 785 January, 2015 769 February, 2015 755 March, 2015 836
12.
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, 2014 192 May, 2014 196 June, 2014 150 July, 2014 185 August, 2014 172 September, 2014 220 October, 2014 173 November, 2014 178 December, 2014 221 January, 2015 178 February, 2015 182 March, 2015 205
13.
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.
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, 2016. 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: