Bayshore Bridges Newsletter - Spring 2013

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2155 Dunwin Drive, Unit 10, Mississauga, Ontario L5L 4M1

HealthCare

BayshoreSPRING 2013

A newsletter from Bayshore HealthCare – Canada’s largest health care services provider.

Bayshore Home Health Bayshore Specialty Rx Bayshore Therapy & Rehab Bayshore Dialysis

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Bayshore’s AIR MILES® Incentives Program launched at the end of 2012. All branches are participating in the one-year pilot pro-gram, which offers clients 50 AIR MILES® reward miles when they buy one private home health service with Bayshore*; 150 reward miles when they buy two private services;* and 500 AIR MILES® reward miles when they buy any private 24-hour† home health care service.*

Available services include nursing, personal care, home support, compan-ionship and serious injury home care. (To be eligible, services must not have been received within the last 30 days.) More information about the program and our services can be found online at www.bayshore.ca/airmiles In addition, for a limited time, people who register for Bayshore HealthCare’s free Elder Care Navigation Service (see page 2) can earn five bonus AIR MILES® reward miles.

“AIR MILES® is the number-one loyalty program in Canada and for them to choose Bayshore as the excusive Canadian home health care sponsor instills confidence to our existing and

Bayshore is exclusive home health care Promotional Sponsor with the AIR MILES® Reward Program Bayshore Home Health recently became the only home health care company in Canada to offer AIR MILES® reward miles.

prospective clients and further validates us as the top home health care provider in Canada,” says Munish Mohan, Director, Sales and Marketing. “It’s also a great opportunity to generate awareness of Bayshore through a reputable partner and to reach new customers who perhaps haven’t thought about planning for home health care or elder care.”

Launched in 1992, the AIR MILES® Reward Program is Canada’s premier coalition loyalty program holding over 10 million collectors, which represents two-thirds of Canadian households. Bayshore is spreading the news about its AIR MILES® Incentives Program through social media (Facebook and Twitter) and advertising in targeted markets. To engage its caregivers and the general public, Bayshore is hosting a Facebook contest, where entries will have a chance to win AIR MILES® reward miles, starting March 19th, 2013. The contest will run for four weeks and both caregivers and the general public are encouraged to write about a time when they went the extra mile for someone.

To enter the contest, participants are asked to “Like” the Facebook Bayshore contest app. Once entries are uploaded, participants will be encouraged to get people to “Like” and share their post to receive votes. The more votes, the higher the chance is to win. Two grand prize winners will be selected – one caregiver and one external entry.

For more information, please visit www.bayshore.ca or call 1-877-289-3997.

* Private home health care services (“services”) include Companionship, Personal Care, Home Support, Nursing, and Serious Injury Home Care. Customers purchasing any services(s) with Bayshore Home Health will be honoured with the associated reward miles that pertain to that offer. Base offers for 50 reward miles and 150 reward miles do not include 24 hour services. Base offers can be combined. Please visit www.bayshore.ca for more details on each service. Reward miles will be deposited to your Collector Account within 30 days of the date of purchase. Offers subject to change or expire without notice. Call 1-877-289-3997 for further details.

† 24 hour private home health care services refers to services that require a home health care professional to be present 24 hours/day.†† Contest begins at 12:00:01 am Eastern Time on March 26, 2013 and ends at 11:59:59 pm ET on April 23, 2013. No purchase necessary. To participate, visit http://www.facebook.com/BayshoreHomeHealth, click on

the “Contest” tab and follow the prompts. There are two (2) Grand Prizes of 25,000 AIR MILES reward miles each and four (4) Weekly Prizes of 5,000 AIR MILES reward miles each. The approximate value of the AIR MILES reward miles prize depends on the method of redemption and available reward options at the time of redemption. The odds of winning depend on the number of eligible entries received, the number of votes received, and the decisions of the panel. For full contest rules, visit www.bhhextramile.ca.

®TM Trademarks of AIR MILES International Trading B.V. Used under license by LoyaltyOne, Inc. and Bayshore HealthCare Ltd.

As I see it...

Being inspiredIn October, I was honored to receive a Queen Elizabeth II Diamond Jubilee Medal at a ceremony for the home and community sector (for details, see page 4). The recipients included people who have made lasting contributions to areas such as home care, support for family caregivers, palliative care and community development. It was a deeply humbling and inspiring event.

The ceremony was a magnificent, once-in-a-lifetime experience, but I’m also fortunate to be inspired every day. At Bayshore, serving others has been in our DNA for over 40 years. Our staff regularly go above and beyond to assist clients, their families and our communities. We’re also finding new ways to help: our new Elder Care Navigation Service (below) is a free resource that helps Canadians understand their health care options. If you have a question, please don’t hesitate to contact us.

Stuart Cottrelle President, Bayshore HealthCare

Elder care navigation made easier

Bayshore named to Canada’s Best Managed Companies Platinum ClubIn 2012, Bayshore HealthCare Ltd. was named one of Canada’s Best Managed Companies for the sixth year in a row. This remarkable achievement has earned Bayshore a spot in the program’s presti-gious Platinum Club. The company will be recognized at a gala event at the Metro Toronto Convention Centre in April. Established in 1993, Canada’s Best Managed Companies is the country’s leading business awards program, recog-nizing excellence in Canadian-owned and -managed companies. Applicants under-go a rigorous, independent process that evaluates management abilities and prac-tices. Sponsors include Deloitte, CIBC, the National Post and Queen’s School of Business.

Bayshore qualified as a winner in 2006 and 2009, then re-qualified in 2007, 2008 and 2010. In 2011, Bayshore achieved the Best Managed Gold Standard for companies.

Kevin Webster

“We’re very proud and excited to once again have the honor of receiving this award. It says a lot about our ability to consistently deliver great service to over 100,000 clients across

Canada, in a way that maintains financial viability and success,” says Kevin Webster, Managing Director. “We’re proud of our leadership teams across the country, and this award is a reflection of the work of every caregiver and administrative employee from Vancouver to Charlottetown.”

For more information about the program, please visit www.canadas50best.com

Bayshore HealthCare’s aim is to be a key element in the continuum of care of its clients’ lives, helping them age gracefully in the comfort of their own homes.

Canada’s health care system differs from province to province and it can sometimes be difficult to navigate. The Elder Care Navigation Service is a new national program that helps Canadians understand and access health care options for seniors.

The service is free and sign-up is easy: just call 1-877-289-3997. (Register by April 30th and get five AIR MILES® Reward Miles.) Registrants get access to a free

family consultation, a 24/7 phone line to a nurse, one-time complimentary home care service, a referral to a second opinion, and insurance navigation, among other benefits.

“We want to create lifelong relationships with our clients, and that includes helping seniors and their family members navigate the health care system, which can be confusing,” says Munish Mohan, Director, Sales and Marketing. “We’d like to take a little bit of pressure off health care professionals and informal health care providers by providing a one-stop resource. Seniors, families and health care professionals can all use this free service to get answers they need. We want to be part of the solution.”

Bayshore HealthCare is a trusted advisor to 100,000 clients annually, and the Elder Care Navigation Service draws on the company’s more than 40 years of health and home care experience.

For more information, please contact [email protected]

Bayshore HealthCare

Bayshore HealthCare

Bayshore Specialy Rx

Bayshore Specialty Rx to support MS drugs for Biogen Idec

New contracts for Bayshore Therapy & Rehab Bayshore Specialty Rx has won a con-

tract with pharmaceutical company Biogen Idec to provide national support for three medications used to treat multiple sclerosis – Tysabri, Avonex and Fampyra – starting in April.

Bayshore Specialty Rx will manage the program from end to end, covering aspects such as patient intake, working with insurers, medication delivery and, in the case of Tysabri, arranging home

Bayshore HealthCare’s Therapy & Rehab division has won a contract with Downsview Services for Seniors (DSS), a Toronto organization that fosters independent living through day programs and services.

Christina Phillips

DSS needed qualified therapists to educate its caregivers and drivers about topics such as falls prevention and safe transfers. Christina Phillips, Manager of Rehabilitation for

Bayshore Therapy & Rehab, developed a program and has led several training sessions, plus one-on-one consultations with seniors. Phillips will conduct follow-up training later this year. Occupational therapists from Bayshore Therapy & Rehab will also perform upwards of 50 individual client assessments for assistive devices.


Cheryl Metcalfe

In addition, Bayshore’s Therapy & Rehab branch in Windsor, Ont., has a new agreement with Assisted Living of Southern Ontario (ALSO) to provide occupational ther-apy, physiotherapy

and speech-language pathology services. “Our therapy services are being utilized to help their consumers, who are living at home alone or in assisted living commun-ities, to live as safely and independently as possible with the highest quality in all aspects of life,” says Cheryl Metcalfe, Area Director.

ALSO serves Windsor and Essex County, providing attendant services, acquired brain injury services and vocational programs.


Bayshore Therapy & Rehab

nursing visits to infuse the medication. Bayshore Specialty Rx will be the exclusive distributor of all three drugs.

“This is really the next stage for us, as we develop our pharmacy network nationally and manage more of these programs,” says Karl Frank, Divisional Director, Bayshore Specialty Rx. “It showcases Bayshore’s full capability to manage an end-to-end program, and it highlights our strong base of 3,000 nurses across Canada. That’s the key for these programs—it’s about customer service, and we do that best. That’s the Bayshore difference. Because of the tremendous support from our area directors and branch network we’re well positioned to do more programs like this in the future.”

Tysabri has been proven to reduce flare-ups and slow the progression of physical disability. Avonex is used for relapsing forms of MS, to slow disability progression and reduce relapses. Fampyra improves mobility in adult MS patients with a walking disability. For more information about any of these medications, please visit www.biogenidec.com.


Bayshore implements outcome-based service delivery

care and hip/knee. Bayshore has also expanded services to offer the full suite that the OBPs require (nursing, specialized nursing, personal support, physiotherapy, occupational therapy, registered dietitians, speech and language therapy, and social work), under a consolidated services schedule.

“Bayshore is working with our CCAC partners in implementing these models, and we’ve created an internal governance structure to support our branches in imple-menting this model,” says Janet Daglish, Director, Community Partnerships. “We’re fully in support of the movement to out-comes-based service delivery.”


Janet Daglish

Ontario’s 14 Community Care Access Centres (CCACs) are adopt-ing the Client Care Model, a service deliv-ery model that facili-tates consistency in care standards and better outcome man-

agement. To support this, CCACs are work-ing with contracted service providers to implement outcome-based pathways (OBPs) and outcome-based reimbursement (OBR).

Bayshore has been working with individual CCACs to develop integrated care and OBPs, beginning with wound care in 2009 and more recently palliative

Karl Frank, Director, Bayshore Specialty Rx Division and Suzanne Nagy, Director Patient Support Services

Stuart Cottrelle awarded Queen Elizabeth II Diamond Jubilee Medal

Facebook page (www.facebook.com/votetosupportcaregivers) has garnered over 20,000 “likes.”

Bayshore wins national Sun Life contractBayshore Home Health has a contract with Sun Life Financial to provide all in-home nursing services for the insurer’s clients across Canada. The $3-million agreement is for three years, with an option to increase it by two years. Bayshore was already a preferred provider for Sun Life; as part of the new relationship, the two companies will develop advanced process mapping for delivery of client services, says Mary Plaudis, Director, National Care Team.


Bayshore starts contract with Ottawa hospitals Bayshore Home Health’s Ottawa Private branch has won a three-year contract to supply RNs to Queensway Carleton Hospital and the Ottawa Hospital’s civic and general campuses, to provide coverage for vacations and sick days. To prepare, Bayshore nurses complete six days of training on-site (four orientation days plus two “buddy shifts” with staff nurses, paid for by the branch) to learn the hospitals’ processes, says Joanne Dix, Area Director.


Bayshore launches new technology for improved careIn January, Bayshore HealthCare began implementing a leading-edge technology platform to increase the speed and accuracy of processes involved in patient care. Customized for home care, Epsilon™ will boost communication among government funders/contractors, Bayshore’s office, clinicians, home care workers and clients, moving information more quickly.

Epsilon™ improves efficiency at every step, from patient assessment to scheduling to care evaluation. For example, it eliminates the need to re-enter patient data manually – details go straight from government documentation into Bayshore’s care coordination system. Caregivers will have access to integrated mobile documentation

BriefsBayshore

and real-time decision support systems, as well as improved scheduling and client matching. Epsilon™ also supports quality indicator reporting requirements and outcome-based care models.

“Right now, we do things in a half-electronic, half-paper world. Epsilon™ is a totally integrated system that supports the best possible care,” explains Holly Quinn, Director of Clinical Programs and Chief Nursing Officer. “It’s a new tool for our trade.”


Moncton branch graduates first PSW class

Moncton’s first class of personal support workers

Stuart Cottrelle with Minister of State for Seniors Ralph Sultan

Bayshore HealthCare’s president, Stuart Cottrelle, recently received a royal honour. At the Canadian Home Care Association’s 2012 Home Care Summit, held in November, he was one of several leaders in home and community care who received Queen Elizabeth II Diamond Jubilee Medals. The medals commemorate the 60th anniversary of the reign of Queen Elizabeth II and recognize Canadians who have dedicated themselves to family, community and country.

“The Queen Elizabeth II Diamond Jubilee Medal bestows a significant honour upon the recipients,” said Minister of State for Seniors Ralph Sultan, who presented Cottrelle’s medal. “Home and community care programs and organizations provide many support services for seniors, and others who are vulnerable in our communities. Seniors particularly, who receive these health care needs have told us that it helps them to remain independent and in their home longer. We applaud those who help us remain healthier and happier by keeping us closer to friends, family and loved ones.”

Cottrelle was acknowledged for Bayshore’s social media campaign to increase public awareness about the need to support family caregivers. Launched in September 2011, the campaign’s

Bayshore Home Health’s branch in Moncton, N.B., recently graduated its first class of personal support workers (PSWs).

Building on work done by the Fredericton branch to create a curriculum and obtain approval from the New Brunswick government, Moncton’s Manager of Clinical Practice, Susan Wilson, and RN Vivian Follett developed and taught a six-month course (one evening class and one weekend morning class per week, to accommodate students’ full-time work hours). The graduation ceremony was in September.

The newly minted PSWs have the skills to provide higher-quality care and work in a greater variety of areas, says Karen Fullerton, Area Director. The branch is benefiting in other ways, too: “Employee retention is challenging in this industry, but of the 19 graduates, we’ve kept all but one, who retired. Job satisfaction has skyrocketed. Clients are also happier!”

The branch is already enrolling students for a second class.


BPSO update: The Art of Engagement

Anna Cooper

As announced in the Summer 2012 edition of Bayshore Bridges, Bayshore Home Health is a candidate for the prestigious Best Practice Spotlight Organization (BPSO) program.

During the five-year partnership, Bayshore will implement five best practice guidelines, including client-centred care. Enhancing the company’s capacity to consistently deliver client-centred care is Bayshore’s national objective for 2013.

To support this goal, Anna Cooper, Clinical Practice Leader/BPSO Lead, and Joanna Vezina, Quality & Risk Program Manager and Privacy Officer, developed The Art of Engagement. Available to all Bayshore branches, this one-day workshop guides participants through discussion and reflection on their practice, beliefs and understanding of clients’ role in their own care. Branches choose a champion to take changes in practice forward, network with other champions, educate new staff and connect to Cooper and Vezina regularly.

Client-centred care is also built into key performance indicators, to measure the impact of education and branch-specific strategies.


Bayshore RN shares expertise in Singapore

Colleen Scalise

RN Colleen Scalise, Clinic Nurse Manager, Patient Support Services, recently travelled to Singapore to provide education on psoriasis treatment. Scalise was the only

representative from Canada, as chosen by the Leo Pharma Inc. pharmceutical company. As part of Leo Pharma’s PsorCARE program, Scalise led a well-

received training session on motivational interviewing, a patient-counselling method, followed by discussion of case scenarios. Twenty-five nurses from seven hospitals attended, and they will in turn teach their colleagues. “It was interesting to sit down with them,” says Scalise. “A nurse is a nurse whether here or in Asia. It was neat to see how we’re all connected by our profession.” Through PsorCARE, Scalise has also trained fellow nurses in Canada and counselled psoriasis patients one-on-one.


Champlain CCAC recognizes Cornwall caregiversHeroes in the Home is a recognition event implemented and hosted by the Champlain Community Care Access Centre to recognize both caregivers and nurses who work in the community.

Marc Forget has joined Bayshore Home Health as Area Director for the Montreal branch. He has 14 years of experience managing and

leading teams in the pharmaceutical industry, most recently as Bayer Health-care’s Regional Business Development Manager for Quebec. Forget also has a background in health sciences.


Joanne Dix the new Area Director for Bayshore Home Health’s Ottawa Private branch, where she was Client Services Manager.

Previously, she was a CSC and HR coordinator at the Ottawa Government branch, which she joined in 2008. Outgoing AD Wendy Alexander is focus-ing on the Ottawa Government branch.


Appointments

Lucie Parenteau has been named Area Director for Bayshore Home Health’s branch in Sudbury, Ont. She has been working with Bayshore for

more than nine years and was formerly the branch’s acting Area Director.


Andrew (Andy) Anderson has joined the Bayshore HealthCare Human Resources team as National Health and Safety Manager. He has over 25 years of

experience as an accomplished health and safety professional in manufactur-ing, distribution and heath care. For the past eight years, he worked with York Central Hospital, William Osler Health System and the Scarborough Hospital in the Greater Toronto Area.


Front row, left to right, are: Leslie Marvell, Mary Anderson, Della Cousineau, Patricia O’Connor, Diane Pedersen and Kathy McLean. Back row, left to right are: Cathy Chumley, Joe Strutynski, Cindy Bennis, Karen Chisholm and Denise Gareau.

Service providers are asked to submit nominations and each person is presented with an award from the Chief Executive Officer of the Champlain CCAC.

Accompanying the Bayshore nominees were Diane Pedersen, Area Director of the Cornwall branch, as well as the managers of clinical practice.


Bayshore Home HealthALBERTA Calgary, Edmonton, Red Deer BRITISH COLUMBIA Burnaby, Kelowna, Vancouver, Victoria, White Rock MANITOBA Winnipeg NEW BRUNSWICK Fredericton, Moncton, Saint John, Woodstock NOVA SCOTIA Halifax ONTARIO Alliston, Barrie, Belleville, Brantford, Brockville, Cambridge, Chatham, Cornwall/Hawkesbury, Elliot Lake, Espanola, Guelph, Hamilton, Kingston, Kitchener, London, Markham, Mississauga, North Bay, Oakville, Ottawa, Owen Sound, Pembroke, Sarnia, St. Catharines, Sault Ste. Marie, Smiths Falls, Sudbury, Thunder Bay, Timmins, Toronto, Vaughan, Windsor PRINCE EDWARD ISLAND Charlottetown QUEBEC Drummondville, Montreal, Quebec City SASKATCHEWAN Regina, Saskatoon

Bayshore Specialty RxPharmacy located in Markham, Ontario

Diabetes ExpressLocated in Mississauga, Ontario

Bayshore Therapy & RehabServices in: Greater Toronto, Hamilton, Kitchener-Waterloo, London, Niagara Region, Ottawa, Sudbury and Windsor, Ontario

Bayshore DialysisClinics in: Brockville and Stoney Creek, Ontario

Bayshore HealthCare is one of the country’s leading providers of home and community health care services and a Canadian-owned company. The Bayshore brand extends across four business divisions: Bayshore Home Health (medical and non-medical home care and staffing services), Bayshore Specialty Rx (specialty pharmacy, infusion and pharmaceutical patient support services), Bayshore Therapy & Rehab (physiotherapy and rehabilitation services) and Bayshore Dialysis (dialysis centers).

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1.877.289.3997 www.bayshore.ca

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Bayshore Bridges is a newsletter from Bayshore HealthCare, published for community members, health care professionals and Bayshore’s employees. For more information about this newsletter, please contact your local Bayshore branch or Mary Mamak, at the Bayshore National Service Centre, 2155 Dunwin Drive, Unit 10, Mississauga, Ontario L5L 4M1, Tel: 905.822.8075, Fax: 905.822.8397, Email: [email protected].

Bayshore is getting ready for its eighth Hike for Hospice, planned for Sunday, May 5. Spirits have been especially high since the company surpassed $1 million in total donations with last year’s walk, plus money raised through alternate events year-round.

“We’re ecstatic about doing the Hike again,” says Holly Quinn, Director of Clinical Programs and Chief Nursing Officer. “People really get behind it because every cent raised stays in their

During the holidays, Bayshore staff gener-ously helped people in their communities.

Jackie Hickey, Community Health Advisor, helped organize Toronto’s second annual Home Alone Christmas Day dinner for seniors at the Franklin Horner Community Centre. “December 25th can be the loneliest day of the year for some seniors,” says Hickey. “The joy and gratitude were immense.”

Bayshore branches across Canada had other creative ideas: Mississauga held its staff celebration at a community dinner, with proceeds benefiting food banks. Edmonton collected blankets and children’s coats. Barrie created a “basket of hope” for a women’s shelter. Kitchener & Fergus did a food drive. White Rock

Warming up for Hike for Hospice

Bayshore shares the holiday spirit

community and helps their neighbours.” Bayshore also sponsors the Canadian Hospice Palliative Care Association,

which coordinates the Hike nationally.

“We’re growing every year. We hope to engage our newer branches and get them involved

too,” says Kristi Murdock, Business Development Manager and Bayshore’s national Hike coordinator.


delivered food hampers and gifts to needy families. Windsor bought gifts for three Children’s Aid Society families and delivered cakes to 50 clients they knew would be struggling. Brockville and Smiths Falls did gift drives for The Rose Garden Family Support Centre, and Smiths Falls also donated to a hospice and food bank. Charlottetown staff donated food items to earn entries for a gift-basket draw, and also made wreaths and food hampers for clients in need.

“These thoughtful actions speak volumes about the generosity and compassion of Bayshore staff,” says Stuart Cottrelle, Bayshore president. “They truly care about the people in the communities in which they live.”

Over the past four months my mother received care from Bayshore Home Health. While all of the workers provided a high level of care and demonstrated professional behavior, two individuals deserve special recognition.

Sarah H is an “old soul”. She has a quiet, calm presence, which gave my mother great comfort, I hope Sarah has a long career in continuing care, so that many may benefit from her compassion. Fathom B also cared for my mother. These [last six weeks] were the most

difficult times, as my mother approached her death. Fathom’s many years of experience in continuing care were evident. She provided excellent physical and emotional support. At the end of the day, she still had a smile on her face. She truly loves her work.

Thank you to all the wonderful women who have chosen to provide care to individuals and their families in times of crisis. You are all extraordinary people.

– Daughter of Halifax branch client

What our clients say

Bayshore Bridges Newsletter - Spring 2013

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