Healthcare Change Makers

Welcome to Healthcare Change Makers, a podcast produced by HIROC. I'm Ellen Gardner with Philip de Souza.

Today's guest is Susan Bisaillon, CEO of The Safehaven Project for Community Living. Susan started her career in healthcare as a nurse in St. Anthony, Newfoundland, later moving west to St. Joseph's Health Centre in Toronto, then to UHN where she worked as a clinical nurse specialist and nurse manager in the CCU. She moved on to direct the Neuroscience Program and oversee Clinical Operations at Trillium Health Partners.

Before joining Safehaven, Susan was the Chief Operating Officer at Oakville Trafalgar Memorial Hospital.

She grew up in a small community in Corner Brook, Newfoundland, and says it was a strong sense of curiosity and desire to keep learning that motivated her to move to the bigger centres.

Early in her time at Safehaven, Susan and her leadership team noticed the lack of education and support for people working in the community. The subsequent development of education programs has moved far beyond their walls to the point where the organization is now seen as a leader in the delivery of education.

In recognition of their role as Infection Prevention and Control Lead Champion for Toronto Region during the pandemic, Safehaven received the Celebrating the Human Spirit award from the Canadian College of Health Leaders. HIROC is proud to play a role in supporting that award. The award goes to an organization that provides acts of caring and compassion that go above and beyond – having a profound and lasting impact.

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Quotables

"The continuum of care for individuals with complexities is really not developed well in Ontario, and I just felt that the timing was there to be able to make some changes that could potentially help other families and individuals in the community." – SB

"I do think the next big frontier is community care. And I see it every day – it's tough work." – SB

"Our goal is to try to let these kids have fun, and go to school, and participate in a way that it's not all about appointments and care – it's about living your best life." – SB

"I think HIROC is an organization that we all look to – it's an organization that really helps keep us safe, on track… Having that award from HIROC that really recognizes the spirit of the work that was done in the last two years is incredibly meaningful." – SB

"I know our board has been great, our community has been great, in terms of just small touches… it let the staff know that we understand." – SB

"Everybody who comes to the table, no matter who they are, what position they are in, everybody has something to offer, everybody has something that's valuable… that's teachable." – SB

"I think understanding what your value is, what your gift is, but also sharing. Because when you share, you learn so much more." – SB

"Share liberally and share freely, and you will reap the rewards of that." – SB

"We all belong. We all have differences. We all have abilities." – SB "I think breaking down some of the barriers and inequities that exist in our system, I see some glimmers of hope but we're not quite there in many respects." – SB

Mentions

• Accreditation Canada

• Canadian College of Health Leaders

• Halton Healthcare

• HIROC

• Holland Bloorview Kids Rehabilitation Hospital

• Memorial University

• Rotman: University of Toronto

• Safehaven

• SickKids

• St Joseph's Health Centre

• Trillium health Partners

• UHN

Welcome to Healthcare Change Makers, a podcast produced by HIROC. I'm Ellen Gardner with Michelle Holden and Philip de Souza.

Today we're talking with Zayna Khayat and Will Falk. Zayna is Vice President, Client Success and Growth at Teladoc Health. Will is a Senior Fellow at the CD Howe Institute and has an appointment at the University of Toronto as an Executive-in-Residence at Rotman.

Zayna and Will have collaborated in many different ways over the years and delight in wading into the messy problems in healthcare.

They don't always agree, but Zayna and Will are united in their desire to use technology to move care forward. That task, they readily admit is hard work. As they call it, the clash of the static and the dynamic – when the industrial age and technological age collide with not always pleasant results.

The real satisfaction comes from breaking down the barriers to thinking big and getting stuff done. The tools they're using and approach they're advocating doesn't just improve access to care, it delivers culturally appropriate care to communities that have been isolated in the past.

It's all about hanging out with the future, something Zayna and Will agree is a highly privileged place to be.

Quotables

"The thing that really gets me going these days is working with young founder teams who are dealing with tough problems." - WF

"One of the great things about having to teach MBA students and other learners is having to explain yourself in front of really smart people." – WF

"As soon as I see the doubt, the skepticism, hear 'it's impossible', then I think time to double down, that's the lock and I got the key!" – ZK

"In talking to people, many of whom were on the frontlines during the pandemic, I was blown away by how hard people worked in spite of the technological choices that are available." – WF

"A study done by Dr. Eric Topol and the NHS in the UK concluded that 90% of all jobs will change because of what's happening now and coming in tech. That's a massive reskilling, retooling of the current workforce, let alone how you breed and train the next generation." – ZK

"As soon as our tools can de-couple time and place from care, you've got a real gamechanger for access." – ZK

"If you think economically about the fact that a public visit to a free provider costs the average Canadian $99 – that's a big barrier for a lot of people."– WF

"I'm not conceding the compassion high ground to anyone who's advocating physical care over virtual care because it is not at all clear to me that the compassionate answer for most people is to insist that they show up in your office when other alternatives exist." – WF

"No matter where you are – student, administrator, clinician, department chair – I always say, at least 10% of your capacity, 1/2 a day a week has to be blowing up the past and putting it together for the future." – ZK

Mentioned in this Episode:

Teladoc Health

Verto Health

Chris O'Connor - FirstHx

Rotman School of Management

Computer Sciences Corporation

Robert Wachter – The Digital Doctor

Why Doctors hate their computers by Atul Gawande

John Nosta – The Emerging Role of TQ

Matthew Mendelsohn – Mowat Centre

Dr. Eric Topol Scripps

Canada Health Infoway

The State of Virtual Care in Canada as of Wave Three of the COVID 19 Pandemic: An early Diagnostique and Policy Recommendations by Will Falk

Revera

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

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Today we're talking with Kathryn Nichol, who is President and CEO of VHA Home HealthCare. She stepped into the role in early 2021 after several years at VHA working as Vice President Quality, Best Practice, Research and Education.

Our aging population, movement towards a community-based model of care, and the pandemic have put the spotlight on homecare like never before. For Kathryn, this has reinforced homecare's crucial role in facilitating the flow of people out of hospital so they can return to their homes where they want to be.

Her initial desire was to go to medical school but when that proved too expensive, she happily went to nursing school and worked as a frontline nurse for several years before discovering her passionate interest in research.

Having a clinical background in a leadership position Kathryn says is valuable – not just for her but for all healthcare leaders – because it enables them to lead from a place of compassion.

Quotables

"There is a ton of pride because homecare never stopped for a moment." - KN

"There was a realization that homecare is a very safe way to provide care in a pandemic. It's much safer than providing care in an institution where there's many more people involved, and you have to be closer together." – KN

"If we don't have people who want to work in our sector and who are compensated at an equal level, they're going to leave." – KN

"The capacity issue is more acute than it ever has been before." – KN

"If I had superpowers, homecare would be recognized as a clinical specialty and our workers recognized as clinical specialists because it takes a very unique set of skills to be able to operate in this kind of environment." – KN

"Those people who were self-deployed for a month into LTC, that is the most remarkable example of courageous leadership I can share with you." – KN

"Homecare is significantly understudied yet it's an incredibly important part of our healthcare system." – KN

"Health system leaders with some kind of clinical background is more important than ever before because you're leading from a place of compassion in a field that is people-based." - KN

"When you find yourself at the top of 'S curve', it's time to disrupt yourself. You have to jump to your next curve." - KN

Mentioned in this Episode:

VHA Home Healthcare

Dr. Samir Sinha

Disrupt Yourself by Whitney Johnson

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

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Lisa Levin's passion for seniors' care started when she was just a child, watching her young and intelligent grandfather battle dementia. Today, as CEO of AdvantAge Ontario, Lisa and her team are the voice of not-for-profit seniors' care, dedicated to supporting their members in creating the best possible aging experience.

Again this year, HIROC and AdvantAge Ontario have come together to produce the Inspiring Impact podcast mini-series. This four-part series highlights several amazing presenters at the 2022 AdvantAge Ontario convention, and explores the innovation and passion at play in the long-term care sector.

Today HIROC's Philip De Souza chats with Lisa about her organization's work, what delegates can look forward to at the convention, and what drives Lisa to push for change in the sector.

Quotables:

"We want people to feel that they are at home, because long-term care is peoples' homes." – LL

"Did you know that we've lost 75 per cent of our volunteers in long-term care during the pandemic?" – LL

"We need to work together, and have partnerships to learn from one another and help each other out." – LL

"We get through tough times by helping each other out because you can't always do it alone." – LL

"We need to be genuine leaders, we need to be vulnerable." – LL

"I think you and your entire team at AdvantAge are doing something to change the world to be a better place, and we really value and appreciate that." – PD

Mentioned in this Episode:

• AdvantAge Ontario

• Administrator Leadership Program

• Ministry of Health

• Premier of Ontario

• Ministry of Municipal Affairs and Housing

• Ministry of Long-Term Care

• Ministry of Labour, Training and Skills Development

• Ministry of Finance

• Treasury Board Secretariat

• St Joseph's Health Centre Guelph

• Simcoe Muskoka District Health Unit

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

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Email us at [email protected].

Laura Tamblyn Watts believes that the future of seniors' care is about taking a care-at-home approach, and reserving 24/7 long-term care for those who need it most. As CEO of CanAge, Laura works with long-term care operators, families, and caregivers to educate, inform, and advocate.

Again this year, HIROC and AdvantAge Ontario have come together to produce the Inspiring Impact podcast mini-series. This four-part series highlights several amazing presenters at the 2022 AdvantAge Ontario convention, and explores the innovation and passion at play in the long-term care sector.

Today HIROC's Michelle Holden and Philip De Souza sit down with Laura to chat about her presentation at the AdvantAge Ontario convention. Laura's session delves into the two national standards drafts on long-term care, highlighting what operators, families and caregivers need to know.

Quotables:

"Our organization, CanAge, represents seniors and really all Canadians as we age."

"In a perfect world our seniors' care would be informed by overcoming ageism."

"The good news is this, we know the recipe for improved seniors' care. We know we need to move to a care-at-home approach."

"Those walls of long-term care should be walls of safety and inclusion in community…"

"I think as we are more multicultural and more diverse, we also need to understand that people don't just become heterogenous white men magically when they come into long-term care. And so a greater understanding of diversity and inclusion around gender, sexual orientation, sexual expression…"

"The good news is it's not that hard, a human-based approach just means that we need to come together as diverse communities and support the planning of the physical space, the operations, and the programming. It allows us to be better."

"You don't want to miss the AdvantAge Ontario conference."

Mentioned in this Episode:

• AdvantAge Ontario

• CanAge

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

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Email us at [email protected].

When Denise Koster was asked to identify the body of one of her elderly clients 35 years ago, her life and career changed forever. Since then, Denise founded Koster Consulting & Associates in Toronto and has dedicated her life's work to ensuring elder abuse never happens again with services such as abuse investigations, threat management, and mediation.

Again this year, HIROC and AdvantAge Ontario have come together to produce the Inspiring Impact podcast mini-series. This four-part series highlights several amazing presenters at the 2022 AdvantAge Ontario convention, and explores the innovation and passion at play in the long-term care sector.

In today's episode, HIROC's Marc Aiello and Philip De Souza sit down with Denise to talk about the outstanding work she provides for seniors and their families, her session at the convention, and more.

Quotables:

"The most important thing about being an investigator is making sure they have emotional intelligence and they're able to comprehend how a person much feel when they're trying to recount details." – DK

"Norma is the reason that I'm talking to you today. Knocking on Norma's door actually change the entire direction of my career and my life." – DK

"Every interview is different, even the interview we're having right now. My response is going to depend on your next question." – DK

Mentioned in this Episode:

• AdvantAge Ontario

• Koster Consulting & Associates

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

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Nadine Persaud and Dr. Amit Arya have a deep passion for seniors' care that extends beyond healthcare facilities with their community work, advocacy, education, and so much more. You'll be able to catch them presenting alongside their colleague Dr. Naheed Dosani at the 2022 Advantage Ontario Convention with a session titled "Adopting a Specialist Palliative Care Program in Your Home."

Again this year, HIROC and AdvantAge Ontario have come together to produce the Inspiring Impact podcast mini-series. This four-part series highlights several amazing presenters at the 2022 AdvantAge Ontario convention, and explores the innovation and passion at play in the long-term care sector.

In today's episode, HIROC's Marc Aiello and Philip De Souza speak with Nadine and Dr. Arya from Kensington Health in Toronto to gain their perspective on the current state of palliative care in Ontario, what they'll be speaking about at the convention, and the future they envision for long-term care.

Quotables:

"I came to Kensington and felt that it's different. This doesn't feel like long-term care. This actually feels like a home. And it's these misconceptions that you hear in the media about what long-term care is. This isn't actually happening in many long-term care homes." – NP

"When you step into homes like Kensington, where beautiful moments are happening every day, we see such powerful moments, we learn stories of individuals that really make it an honour for us to care for them." – NP

"I think my experience has really taught me that we need a lot more recognition about the palliative care needs in long-term care, because this is just the norm. Complexity in acuity is rising and unfortunately, long-term care is under resourced and understaffed." – AA

"A second myth that we often encounter is that palliative care means giving up on other treatment. That is absolutely not true. Palliative care can and should be integrated along with other life prolonging treatments. It simply means that there's proper care for the whole person." – AA

Mentioned in this Episode:

• AdvantAge Ontario

• Kensington Health

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

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At HIROC, we recognize the critical importance of good governance in healthcare, and its impact on safe, quality care.

What makes for a positive relationship between a senior leadership team and their Board? This year, we are digging deeper on Healthcare Change Makers and talking all about governing with impact.

Today HIROC's CEO, Catherine Gaulton, sits down with Krista Jangaard, President and CEO of IWK Health Centre and Catherine Woodman, IWK Board Chair.

Krista and Catherine W. open up about what makes for good governance at the IWK. The two agree that it's about stewarding the organization, while respecting the boundaries between the roles of the board and the senior team.

For Krista it's critical to get to know the board, and what they each wish to contribute – honing in on the unique wisdom of their members helps the senior team make better decisions.

Since the start of the pandemic, Krista and Catherine W. have had to be nimble and work together to ensure staff are comfortable with change. Their work is also about positioning the IWK as part of the larger system, working collaboratively to meet the challenges brought on by COVID.

Underscoring their wisdom around governance, is a passion and love for the IWK – a place that is making a lasting impact on lives for years to come.

Quotables

"I have a deep love for the organization, a deep love for the purpose." – CW

"In healthcare we are purpose-driven organizations because it's about making people better and keeping them healthy." – KJ

"Rapid change and uncertainty have really been the points of pressure for us in the healthcare system as we try to do our regular work, plus meet the challenge of the pandemic."- KJ

"Organizations have talked about being nimble for years, but I don't think we'd learned how to be nimble until this pandemic arrived." - CW

"Well, you spend time in Halifax, and you know that the IWK is frankly a magical place. We commonly refer to the secret sauce, that there's something really inherent to the core mission and purpose of women and children that excites everyone and focuses everyone who is part of the IKW community." – CW

"Children make up about a quarter of our population, but they are 100 per cent of our future." KJ

"It is part of peoples' families and once you are part of the IKW family, we never let you go." – KJ

"I think you build the best relationships with your board by finding out just where their wisdom truly is and making sure that you don't lose the opportunity to pull on it." – CG

"I think that one of the most important professional development opportunities every CEO should take on is to serve another board." – CW

Mentioned in this Episode:

IKW Health Centre

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

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Early in her leadership journey, Janice Kaffer, Former CEO of Hôtel-Dieu in Windsor, realized that you need people around you who think differently than you and have different skillsets. Building that kind of team resulted in better decisions, including those that weren't always easy for Janice to make.

Show Summary:

Today we're talking with Janice Kaffer, who up until early January was President and CEO of Hôtel-Dieu Grace Healthcare in Windsor Ontario. She's calling this time semi-retirement as she continues to work on a project that will keep her connected with the hospital for at least six months.

Janice honestly admitted on social media last year that being a leader in a time of extended crisis takes a toll. When she did finally take some time off, she recovered her sense of self in a surprising and delightful way – by doing Lego. It grounded her in a way she could never have imagined.

Janice says it took some time to understand she was more than a hospital leader – that she was a community leader as well. Her own modest upbringing convinced Janice that she had an obligation to talk about issues around poverty, politics and the social determinants of health because it all has an impact on health.

Today she's proud of the part she played and continues to play in changing the perception in Windsor of what a hospital is and what it can be.

Quotables

"Through the last two years of the pandemic, Bill (Marra) has been at my side, we've been working together, we went into the nursing home together, we've led most of the response together." - JK

"Because the crisis has been going on for so long – it's not constant, it's ebbing and waning periods of intense activity – so you never really get a chance to step away from that time, to take care of yourself unless you make that time." – JK

"My grandkids love Lego, but they're brutal. I find little bits all over the house!" – JK

"The team we built at Hôtel-Dieu Grace is incredibly diverse and very involved in the decision-making at all levels. I always benefitted from the fact that many members of the team felt comfortable sharing their thoughts and ideas." – JK

"Over the years I developed a perspective that the job of the CEO for a community hospital it isn't just about leading your own team, it's also talking about those things in your community that affect health in the broader sector." – JK

"Hôtel-Dieu Grace is more than a service delivery organization. We've tried to be an organization that connects to the community and speaks to a longer-term contract to change health for the better." – JK

"Social media allows me to interact with people in a way that is super comfortable for me." – JK

"One of the things that was important to me when I became CEO at Hôtel-Dieu was to create an opportunity for patients and families to have voice, but also for staff so that there's balance." – JK

"Unless we start taking seriously that the healthcare system is too lean, is too efficient, is needing investment, retaining staff is going to difficult." - JK

"A lot of women hesitate to ask. Leaders have an obligation to make sure that everybody understands that we're open to mentoring and coaching, and we're here to share and assist." - JK

Mentioned in this Episode:

Hôtel-Dieu Grace Healthcare

Bill Marra

ProsperUs

Capital Health

Chris Power

Peter Senge

The Hospice of Windsor & Essex County Inc.

Mary Ferguson-Paré

RNAO

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

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In a special year-end episode, HIROC's CEO, Catherine Gaulton sits down with Philip De Souza, Director, Marketing and Communications.

The two talk about the strong culture at HIROC, a culture of caring – caring about those we serve, and those they serve (patients and families). As a leader, Catherine knows how important it is to build in moments of fun, to ensure staff have an opportunity to breathe. When asked why people stay at HIROC, Catherine called on the notion of service to a greater purpose.

Catherine shares some top topics from recent meetings with Subscribers, including cyber and health human resources. She and the leadership team at HIROC are focused on inspiring healthcare boards and leaders to think differently, and to ask the right questions on the issues that matter most.

As for 2022, Catherine is optimistic that HIROC can continue to help Subscribers, and that together we can turn the corner on safety.

Quotables:

"I have for the entirety of my working career been proud to be associated with this healthcare system in Canada. And this year, the past 18 months, has just made that all the more acute." – CG

"The health human resources piece will be the issue; it is the issue." – CG

"That notion of service and of a greater purpose means people stay... we have this universal approach to service to each other and to Subscribers that gives us a mission that creates this culture." – CG

"HIROC is phenomenally privileged to be invited into boardrooms. These are busy people with a massive amount on their plate, and the fact that they make room for what we can offer means we have a big obligation to make our time with them very useful." – CG

"Your people are the only way you're successful… you need to have it be as much of a priority as getting the to-do lists done." – CG

"It's the fun that really will make the difference in the end… the fun together, both in how you feel about work but in how good your work is too." – CG

"And people say to me, 'What would be your advice to parents?' It really is that you raise children who are kind and who find their way through a lens of kindness… There are all kinds of other measures of success, but I say kindness is a massive one." – CG

"I get up every day feeling that today is going to be the day that turns the corner for so many things." – CG

"I'm optimistic that we'll continue to take things off the plate of Subscribers… that we'll just respond to that need and free them up to do what they do best." – CG

"I think this year will show us that we're strong, that we've come through horrible times, that we're better for it." – CG

Mentioned in this Episode:

• 21 Questions: Guidance for Healthcare Boards on What They Should Ask Senior Leaders About Risk
• HIROC Recognized as One of Greater Toronto's Top Employers (2022)

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

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Email us at [email protected].