St. Joseph's Health Care London

  • Location: London, Ontario
  • Award: Canadian Healthcare Organization of Distinction
  • Awarded: September 2015

Who we are
Renowned for compassionate care, St. Joseph’s Health Care London is a leading academic health care centre in Canada dedicated to helping people live to their fullest by minimizing the effects of injury, disease and disability through excellence in care, teaching and research. Through partnership with Lawson Health Research Institute and our collaborative engagement with other health care and academic partners, St. Joseph’s has become an international leader in the areas of: chronic disease management; medical imaging; specialized mental health care; rehabilitation; specialized geriatrics; and surgery. St. Joseph’s operates through a wide range of hospital, clinic and long-term and community based settings, including: St. Joseph’s Hospital; Parkwood Institute; Mount Hope Centre for Long Term Care; and the Southwest Centre for Forensic Mental Health Care.

At St. Joseph’s, we aspire to achieve a vision of earning the complete confidence of all who look to St. Joseph’s for care, education and research, and to fulfill the breadth and scope of our mission. Earning complete confidence stretches us to listen harder, learn more, and be better. It is about the quality of our presence as we touch the lives of others; body, mind and spirit.

Serving the South West region of Ontario, the St. Joseph’s family includes nearly 4,000 staff members, more than 1,000 physicians, about 2,000 trainees and health discipline students, and more than 1,000 volunteers.

Earlier this year, 17 years of health care restructuring and hospital renewal in London came to a long-awaited end. For St. Joseph’s, the years of change have transformed the organization from a single traditional hospital to multiple sites with distinct and widely diverse roles. Within our facilities we have more than 1,000 inpatient and resident beds. At the same time, our significant roles include helping the people in our community and region avoid a hospital or health care residential stay or to successfully return to home and community living after an inpatient stay. We are a bridge for more than 851,000 individuals we care for annually as part of our outpatient and outreach activity.

Our successes 2012-2015

Our Patients
The following result were achieved through multiple strategies in each care area, such as post discharge calls to patients, leaders rounding with patients, patient/family councils at all sites, and the availability of various feedback mechanisms and engagement strategies for patients.

% excellent in patient experience
  • 14% improvement in mental health
  • 9% improvement at Mount Hope
  • 10% improvement in inpatient surgery
  • 5% improvement in ambulatory surgery
  • 7% improvement in rehabilitation and specialized geriatric services
  • 2% improvement in complex continuing care
Our people
  • Implementation of Leadership Excellence Framework grounded in the LEADS in a Caring Environment, values based behaviours and supported by a goal-oriented performance management system.
  • Improved staff engagement and physician engagement scores through times of tremendous change. The improvement in physician engagement was greater than 10 per cent, bringing us to 66 per cent. This was achieved through shared leadership practices, leaders rounding with front-line staff, and leadership councils that include physician leaders and operational leaders.
  • Influenza vaccine rates improved from 49 per cent to 73.2 per cent.

Quality and Safety

Improvement in falls with injury
Various strategies were used to achieve the following results, such as visible indicators on units that show daily results, intentional comfort rounding (hourly rounding) and post fall huddles to identify modifiable factors to prevent a subsequent fall.

Improvement in medication events
Results achieved can be predominantly attributed to HUGO (Healthcare Undergoing Optimization). The four components that form HUGO include computerized provider order entry (CPOE), electronic medication administration record (eMAR), barcoding, also called closed loop medication administration (CLMA),and electronic medication reconciliation (eMed Rec). These four components are transforming our clinical service delivery model, improving quality and safety of care for patients through evidence-based care, standardization, bar coding technology, automation, and process flow change.

What we hope to achieve
St. Joseph’s is building on a values driven culture. The goal is to achieve our vision of earning complete confidence of our patients, staff, physicians, researchers, students, partners and donors. Although St. Joseph’s generally achieves above average results, we want to ensure that every program within our organization moves from good to great. We have areas of exceptional care and work environments. We want every patient and every staff member to experience an exceptional place of care and work. This requires us to implement evidence-based leadership practices to drive variation out of our organization. Only then will every patient every time have complete confidence in the care we provide.

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