Healthcare Change Makers

Welcome to From the Frontlines, a special Healthcare Change Makers mini-series. Healthcare providers and support staff have been on the frontlines, fighting for Canadians since the start of this pandemic. In this series we're handing the microphone over to some of those amazing individuals.

Today, Philip De Souza, Director of Communications and Marketing at HIROC, speaks with Krystal Mack, Administrator of Providence Manor – a 243-bed long-term care facility in Kingston, Ontario.

As part of the Providence Care Corporation, Krystal and her team leverage community connections to bring a wealth of knowledge and expertise to the home. When faced with the challenging nature of the pandemic, this emphasis on partnership has only increased in Kingston.

In this episode Krystal shares some of the programs and initiatives on the go at Providence Manor to ensure patient experience and the safety of staff and residents continue to come first.

Krystal has been amazed by the dedicated nature of the staff who, when faced with what turned out to be a false COVID-19 positive at the home, stepped up and put patients first. This, Krystal says, is not an act of heroism because it's not a one-time thing. This dedication is something Krystal is blessed to be a part of on a daily basis through her work.

Key Takeaways:

[1:05] Krystal tells us about Providence Manor and her role in the home

[2:36] The dedication and spirit of Cathy Szabo, CEO of Providence Care

[3:23] A focus on mental health of the residents and the staff in such trying times through ethics rounds, recreation programs, and more [6:19] Moved by the dedication of her team, the pandemic has magnified Krystal's view of how the staff live their mission

[7:33] When asked about "healthcare heroes", Krystal says this is more than a one-time act of heroics

[9:19] When Providence Manor had one case of a false positive for COVID-19, Krystal admires her staff who stepped up, put their heads down and did the work

[10:45] Working with community partners in the Kingston region

Mentioned in this Episode:

Providence Manor

Providence Care

Cathy Szabo KFL&A Public Health

Access more interviews with healthcare leaders at HIROC.com/podcast

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Today, Ellen Gardner and Philip De Souza, Director of Communications and Marketing at HIROC, speak with Juggy Sihota who leads the national strategy, execution and operation of the Consumer Health Business for TELUS.

In the midst of a worldwide pandemic, Juggy Sihota is amazed and encouraged by the rapid adoption of virtual healthcare, made possible in part by solutions like Babylon by TELUS Health which are designed to improve access to healthcare in Canada. She's heard all the reasons why things can't be done, but encourages her teams to always reframe the question – what is it going to take to do it?

Mentors are a big part of Juggy's leadership story and she makes a point of advising the young people around her, especially women, to never underestimate themselves and their power to drive positive change.

Key Takeaways:

[1:29] How TELUS got into healthcare

[3:04] What makes Juggy proud of her work

[5:18] The headline Juggy would like to see that sums up the team's accomplishments

[6:15] Why TELUS got into virtual care

[7:43] How a crisis has eliminated the challenges around adoption of virtual care

[8:35] What healthcare organizations need to consider as they move to virtual health

[9:21] Challenging her teams to reframe the question

[11:04] Why video is the most impactful way of delivering virtual healthcare services

[12:30] Juggy's core value

[15:22] The roots of Juggy's need to give back

[18:48] The possibility of public service in Juggy's future

[19:33] How a mentor influenced her life

[21:49] The advice Juggy gives to young people and especially women

[22:29] Mentors are always there when you need them

[23:53] How Juggy helps her team get to the next level of leadership

[25:48] The qualities of the leaders who are doing the most for society

[27:43] The impact of a reprimand from her mother

[31:09] The one problem that Juggy is committed to solving

Mentioned in this Episode:

Babylon by TELUS Health

Man's Search for Meaning by Viktor Frankl

Access More Interviews with Healthcare Leaders at HIROC.com/podcast

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Email us at [email protected].

Today, your host Ellen Gardner and HIROC's Philip De Souza speak with Andrée Robichaud, President and CEO of Central Health in Newfoundland.

Andrée shares leadership insights she's gleaned during her extensive career. She speaks to the challenges in leading such a large health authority with a vast remote population. Andrée also touches on the importance of a feedback loop when it comes to engaging with staff, physicians, partners and government.

For Andrée, being a leader is about tackling issues head on – running towards the fire rather than away from it.

Andrée leaves us with advice for emerging leaders in healthcare when it comes to engaging staff and communities and bringing people to the table.

Note: This episode was recorded before the COVID-19 pandemic took hold in Canada. While we do not speak to the ongoing crisis in this interview, we felt it was important to bring you this episode and maybe take your minds off some of what we're facing today.

Key Takeaways:

[1:36] The priorities for Central Health in 2020 and beyond

[5:31] Employee engagement mechanisms Andrée and her team have implemented – Central Health's I Lead teams and the value of physician feedback

[8:28] Instead of fearing conflict, Andrée says you have to be prepared to explain your decisions to employees

[9:28] The importance of getting advice from people who don't think like you and can challenge you

[11:23] The challenges of managing the largest RHA in Newfoundland with remote communities – how telemedicine has become a major focus for Central Health

[17:26] Andrée's mentors throughout her career

[19:14] Through the 5 Partners model, leaders who work with their communities and provide good information can get great outcomes

[24:26] How Andrée's staff describe her leadership style and how her family sees her.

[26:28] How demystifying mental health and coming in without a bias really works

[28:36] Advice for emerging leaders in healthcare when it comes to engaging staff and communities

Mentioned in this Episode:

Aldéa Landry

Central Health

Dr. Charles Bohlen

Dr. Peter Vaughan

Eastern Health

Labrador-Grenfell Health

Nora Kelly

Scarborough Health Network

Thunder Bay Regional Health Sciences Centre

Vitalité Health Network

Western Health

Access More Interviews with Healthcare Leaders at HIROC.com/podcast

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Email us at [email protected].

Today, Ellen Gardner and Philip De Souza, Communications and Marketing at HIROC, speak with Dr. Andy Smith, President and CEO Sunnybrook Health Sciences Centre.

Moving into management happened somewhat accidentally for Dr. Andy Smith, who began his medical career as a surgeon specializing in colorectal cancer. Notwithstanding the headwinds he faces leading a large organization, he often looks to historical leaders for inspiration and strives to set the tone for the hospital in an energetic and positive way. For him that means doing everything possible to remove barriers and give his team the resources they need for achieving the hospital's mission of inventing the future of healthcare. Andy works hard to demystify the complex business of healthcare delivery and wants Sunnybrookers to always be asking, how can we make sure the patient experience is the best that it can be?

Key Takeaways:

[1:43] What drew Andy back to Sunnybrook

[6:17] How Sunnybrook's vision of inventing the future of healthcare suffuses through all of the hospital's work

[6:49] Sunnybrook's approach to managing diseases of the brain and the mind

[9:20] How 'non-invasive' is a major theme of inventing the future of healthcare at Sunnybrook

[12:50] Andy's role in setting the tone in a high-energy, positive, optimistic way

[14:55] The pivot towards being an important part of the knowledge economy

[17:34] Leveraging the extraordinary talent we have in Canada and reinvesting it in healthcare

[19:15] The real strength of frontline, inter-professional teams in moving the quality improvement and patient safety agenda forward

[20:08] What Andy learned from working in the hotel and restaurant business

[21:57] Why leaders need to focus on the teams and individuals providing compassionate care

[25:05] The leadership lessons Andy takes away from history and historical figures

[27:23] Why it's important to provide a calm, balanced, evidence-based approach to the corona virus

[28:44] The dynamic leadership provided by Infection Prevention and Control and Communications teams at Sunnybrook in dealing with the corona virus

[30:23] Why culture is the critical element for sustaining an organization through difficult times

[34:04] Andy's hope that people reflect with pride on their careers in healthcare

[34:44] Andy's big piece of advice to emerging leaders in healthcare

Mentioned in this Episode:

Memorial Sloan Kettering Cancer Center

Ian Delaney, Ornge Board Chair

Dr. Sherif Hanna

Dr. Kullervo Hynynen

Lab100

Vermont Oxford Network

ACS National Surgical Quality Improvement Program (NSQIP)

A Little History of Canada by H.V. Nelles

Dr. Jerome Leis, Associate Scientist

Dr. Natasha Salt, Direction of Infection Prevention and Control

Aria by Nazanine Hozar

William Osler: A Life in Medicine by Michael Bliss

Access More Interviews with Healthcare Leaders at HIROC.com/podcast

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Email us at [email protected].

Today, Ellen Gardner and Philip De Souza, Communications and Marketing at HIROC, speak with Kathy MacNeil, President and CEO of Island Health in British Columbia.

Kathy MacNeil still has trouble believing the staff of Island Health now numbers more than 30,000. So when it comes to spreading the message of trust and accountability, she and her leadership team rely heavily on local leaders. A big part of Kathy's learning journey has been getting comfortable with "heard enough, have to go" – making decisions with the information she has and then trusting her wisdom. Her natural curiosity and inclination to "lean into the questions" have been essential for building relationships with the Island's Indigenous community and learning about cultural safety and humility. She and her team have declared their commitment to improved Aboriginal Health in a very public way and she is proud of the way the organization and their Indigenous partners have rallied around this initiative.

Key Takeaways:

[1:49] How Island Health is rolling out its new strategic framework

[3:31] Why the team relies on local leaders

[4:50] The experience of 'swimming in the gray tsunami' and how it's affecting healthcare delivery on the Island

[7:19] Kathy's priorities when she came into the position of CEO

[8:33] A leadership style focussed on developing relationships

[10:44] Where Kathy turns for leadership advice

[11:43] Learning to make decisions with the information you have at the time

[12:30] Advice for all emerging leaders to trust your wisdom

[14:32] Why asking questions is crucial for understanding different people's perspectives and a tool for breaking down resistance

[17:54] What Kathy learned from doing change work

[19:13] How Kathy developed her philosophy around 'courageous innovation'

[21:47] Why it's important to talk about the risks of staying the same

[26:39] How Island Health is getting away from a 'settlers approach' to Indigenous health and moving towards a self-determined approach

[29:20] Why the work of restoring cultural safety and humility is the work of all Canadians

[33:39] How four partners collaborating around substance abuse won a Gold Apple award

[37:18] The one thing Kathy thinks we need to do to turn the corner on patient safety

[41:14] Kathy's secret to being a leader and making an impact

Mentioned in this Episode:

Island Health

Zayna Khayat

Catherine Gaulton

BC First Nations Health Authority

BC Emergency Health Services

SOLID Outreach

Lookout Housing + Health Society

The BC Gold Apple Award

Collective Wisdom from High Performing Women: Leadership Lessons from the Judy Project

Access More Interviews with Healthcare Leaders at HIROC.com/podcast

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Email us at [email protected].

Today, your host Ellen Gardner, Communications and Marketing at HIROC, speaks with Zayna Khayat, Future Strategist at SE Health.

Her story is not unlike many first generation Canadians. Zayna's parents, who emigrated from Lebanon in the early 70s, instilled the values of hard work, humility and authenticity. From an early age, Zayna knew she wanted to tackle the big challenges in the world and after a stint in consulting, has been focussed on solving as she says, "the wicked problems in healthcare". As a speaker, university instructor, innovation sherpa, and for the past two years, future strategist at SE Health, Zayna is the spark that gets people thinking differently. She consistently asks the tough questions and engages in 'real talk' that challenges the status quo.

The experience of getting close to patients through her work with SE Health has convinced Zayna that we're on the brink of a perfect cocktail of change and what is coming in healthcare is nothing like we've seen before.

Key Takeaways:

[2:00] The work experience that convinced Zayna to work in healthcare rather than climate change

[5:03] The values instilled in Zayna by her parents

[8:01] The reason we are stuck with a healthcare system that doesn't match people's needs and expectations

[10:01] How Zayna knows she has succeeded in getting people to think innovatively

[12:59] Why being an 'outsider' works to Zayna's advantage

[14:16] An example of the magic that happens when a unit is liberated to solve real problems

[16:19] Healthcare is not a digital-first operating model but it's coming fierce and fast

[17:05] The difference between a futurist and a future strategist

[17:47] Where Zayna draws her inspiration

[19:53] How being close to patients and families in homecare brings a dose of reality to Zayna's work

[21:47] The three big ways SE Health is defining the future of homecare

[24:00] Why the business case for using digital tools in healthcare is a slam dunk

[26:15] The trendsetters Zayna is watching now

[30:30] The questions that don't further the discourse on healthcare

[33:05] How Zayna is re-envisioning the structure of her keynotes

[35:18] Why it's important to throw a fresh perspective on traditional approaches

[38:26] The problem Zayna would solve if she was going to launch a start-up

[39:39] What keeps this futurist grounded in the present

Mentioned in this Episode:

SE Health

University Health Network

Hospital at Home

Babylon Health (UK)

CareMore Health (US)

Buurtzorg (Netherlands)

Year of the Nurse

Ping An Good Doctor (China)

Women's College Hospital

Dot Health

Think Research

Seqster

AlayaCare

New Power (by Jeremy Heimans and Henry Timms)

Home Deus: A Brief History of Tomorrow (by Yuval Noah Harari)

Access More Interviews with Healthcare Leaders at HIROC.com/podcast

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Email us at [email protected].

Today, your host Ellen Gardner, Communications and Marketing at HIROC, speaks with Carol Annett, CEO, VHA Home HealthCare.

In the 20 years since Carol joined VHA, home healthcare has gone from being an afterthought – with virtually no status or investment – to becoming an essential, influential and highly-valued healthcare service. Whether people are in recovery, living with chronic illness or want to die at home, the goal of VHA is to support them in living independently and with dignity. But leading a home healthcare organization in these times also means dealing with funding pressures, an inequitable compensation system, and a remote workforce. Still, Carol draws positive energy from the organization's mission, the dedicated volunteer board, and the special skills and commitment of her professional staff, working solo in the community and delivering care to patients with higher acuity and complex needs.

Key Takeaways:

[2:15] What intrigued Carol about the mission of VHA

[3:21] The roots of VHA

[4:57] The special nature of VHA's culture

[6:22] How VHA's mission of supporting and helping people achieve independence and live to their potential has served clients well

[8:08] Carol's personal experience as a caregiver

[8:28] Home care is about families…they are the backbone of home care

[9:10] How the care needs of the client groups served by VHA have changed

[9:47] The pressure and responsibility put on professional staff working solo and travelling through the day

[10:49] How the necessity of working faster – and pressure on funding – has changed the nature of the working environment

[12:12] The lack of equitable compensation in our healthcare system creates challenges and needs to be addressed, especially with a shrinking pool of resources

[17:10] The positive outcomes of a community partnership with Michael Garron Hospital

[19:10] Why Carol embraces a philosophy built around "try many things, make mistakes and move on"…and looks for that attitude in trusted partners

[20:14] Finding a way to engage more voices in VHA's new strategic plan

[21:16] Why Carol loves the government's vision for healthcare, including moving towards Integrated Care

[22:22] How VHA plans to shine a light on their knowledge and role as a thought-leader in the future of home healthcare

[23:25] What energizes Carol in her life and her work

[26:00] How VHA works to ensure the physical and emotional safety of employees

[31:27] What inspires Carol about the next generation of leaders coming into healthcare

[33:00] Why having a positive outlook is central to Carol's character and leadership style

[34:55] The programs initiated by VHA that Carol and her team take pride in

Mentioned in this Episode:

VHA Home HealthCare

Michael Garron Hospital

South Riverdale Community Health Centre

Unity Health Toronto

Woodgreen Community Services

VHA's Heart of Home Care Award

Access More Interviews with Healthcare Leaders at HIROC.com/podcast

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Email us at [email protected].

Today, your host Michelle Holden, Communications and Marketing at HIROC, speaks with Dave Thompson, Senior Vice President with FM Global, and Rocky Prosser, Director of Protection Services at Kingston Health Sciences Centre (KHSC).

As an insurance partner of HIROC, FM Global works with subscribers like KHSC to help keep facilities safe and to help mitigate property losses. On this episode Dave and Rocky share their unique perspectives around facility risks like water leakage, surface water, fire, and contractor management.

Dave and Rocky offer safety tips and trends, but also recommended resources for healthcare organizations across the country.

Key Takeaways:

[3:35] To protect the people, you have to protect the building you put them in – how healthcare organizations can become more resilient

[6:33] Why water is the number one loss driver for healthcare organizations

[7:45] FM Global says that if you have a water leak, it's important to isolate, contain and drain – it's critical to know where the valves and water lines are

[13:24] You have to know not only where the valves are, but who knows where they are – the importance of having a good response team between facilities, security, and other staff at the organization

[14:58] How FM Global works with its clients to understand sewer and surface water risks

[17:58] What we've learned from big storms in the US – an example from Houston

[23:10] What KHSC is doing in the way of partnerships with local municipalities and organizations to prevent disaster from striking and mitigating loss when it does

[27:01] Other loss drivers for healthcare organizations – fire and what we can do to prevent it

[28:13] The importance of contractor management when it comes to hot work

[29:00] The exposure of forest fires in Canada – the work FM Global is doing to map high-hazard forest fire areas

[30:06] Resources from FM Global and HIROC that Rocky recommends to other subscribers to help manage risks in healthcare facilities

Mentioned in this Episode:

FM Global

Kingston Health Sciences Centre

Brockville General Hospital

City of Kingston

Queen's University

Sample Water Leakage Emergency Response Plan

Understanding the Hazard – Hot Work

Hazard Identification and Risk Assessment (HIRA)

Read More Interviews with Healthcare Leaders at HIROC.com/podcast

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Today, your host Ellen Gardner, Communications and Marketing at HIROC, speaks with Nathalie Pambrun, President, Canadian Association of Midwives (CAM).

Although she has worked as a midwife in urban, rural and remote communities across Canada and internationally, and sat on both the NACM (Nation Aboriginal Council of Midwives) and CAM boards before becoming President, Nathalie Pambrun emphasizes that none of us is a born leader. Finding our voice means connecting with our passion and purpose – something Nathalie says comes naturally to midwives! For her, articulating a vision for healthcare that's inclusive of all people means remembering where we come from and always being aware of the voices you're not hearing.

Key Takeaways:

[1:03] Nathalie explains the history of CAM and NACM and how they work together

[1:51] Does Nathalie struggle with leading CAM and continuing to serve the needs of Indigenous midwives?

[4:35] The transformation and change that resulted from the Aboriginal Health Human Resources Initiative

[6:39] What Nathalie took from her Indigenous roots

[7:30] How Nathalie was called to being a midwife

[12:15] The impact of seeing maternal and child health on another continent

[14:20Why Nathalie makes it a point to reach out and be aware of the voices she's not hearing

[16:50] The need for true leadership in our country

[18:10] Why it's important to look back and remind ourselves of how we got here

[19:21] The 'gift' in the HIROC-CAM relationship

[20:49] None of us is a born leader, but midwives need to articulate their passion and bring themselves to the table

[22:08] How association work has pulled Nathalie out of her day-to-day struggles and focussed her 'angry, feisty' side on something constructive

[23:11] All members should know that CAM is a safe place to have difficult conversations, explore topics together, and to be represented

Mentioned in this Episode:

National Aboriginal Council of Midwives (NACM)

Canadian Association of Midwives (CAM)

Carol Couchie (K'Tigaaning Midwives in Nipissing First Nation, Ont.)

Aboriginal Health Human Resources Initiative

Mohawk Council of Akwesasne

Read More Interviews with Healthcare Leaders at HIROC.com/podcast

Follow us on Twitter, and listen on iTunes.

Email us at [email protected].

Today, your host Ellen Gardner, Communications and Marketing at HIROC, speaks with Alex Munter, President and CEO of the Children's Hospital of Eastern Ontario (CHEO).

One of the misconceptions people have about pediatrics, according to CHEO President and CEO Alex Munter, is that people think of it as a service line, similar to oncology or rehabilitation. This is a mistake says Munter, who stresses that being a child is not a diagnosis and that we need a unique, tailored strategy for children's health. After 11 years on the job and watching the youth and child population continue to grow, Munter is leading the conversation on social media, and among families and staff at CHEO, about the value and necessity of investing in the well-being of children.

Key Takeaways:

[2:45] Why it's important to remember that being a child is not a diagnosis

[3:28] Why we need a unique and tailored strategy for child and youth health

[5:20] The most important business reasons to invest in the well-being of children

[9:22] Where Canada ranks in child well-being and child health

[10:39] Alex's surprising discoveries about the opportunities and limitations of social media

[14:53] Why we should make social media companies more accountable

[16:00] What keeps Alex inspired on difficult days

[18:02] What it's going to take to get to a place of zero harm in our healthcare institutions

[20:06] Why Alex chose to become a member of HIROC's board

[20:55] Why HIROC is one of the gems of our healthcare system

[22:28] Why there is far more triumph than tragedy in a children's hospital

[25:48] How technology, video games and social media have transformed the world at large and children's health in particular

[26:45] Who Alex would interview today if he was still running a newspaper

Mentioned in this Episode:

CHEO

Dr. Wilbert Keon MD

Daniel Kahneman

Listen to more interviews with Healthcare Leaders at HIROC.com

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