We re really proud to report that our staff is meeting

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1 2014/2015 ANNUAL REPORT Our Vision is to be an inspiring model of what an exceptional health care experience should be. To achieve our Vision Norfolk General Hospital has developed a robust strategic plan. Our Strategic Plan has four pillars on which we built ambitious goals and objectives. Improve access and wait times. Eliminate preventable harm to patients. Create excellent patient experience. Ensure healthy and passionate teams. We are happy to share these important achievements with you in the Annual Report. We re really proud to report that our staff is meeting and exceeding goals for Emergency Department wait times. We are on target for physician initial assessment at 3 hours and exceed the 8 hour target for Length of Stay from triage to left ED for non-admitted patients at 7.0 hours for For admitted patients, our target time from when the doctor makes a decision to admit, to when the patient is in the inpatients bed, is 8 hours. Our average actual time so far is 11.7 hours, down from 16.3 hours last year. NGH compares well to other hospitals in the Hamilton Niagara, Haldimand and Brant Local Health Integrated Network (HNHB LHIN) where the average wait time to inpatient bed is 18.1 hrs. We have scored close to or below provincial target for NGH also does well with respect to other wait times including those for CT scan and Endoscopy. NGH made a financial commitment to provide the best equipment assuring the best quality of care. We completed the installation of new Automated Drug Dispensing Cabinets purchased with public assistance during the Right Prescription Radiothon on myfm radio. This innovative unit dose dispensing system offers us a way to ensure patient safety by reducing the risk of missed doses or other oversights. These cabinets will help prevent errors, protect patients and optimize staff workflow says Connie Eppel Pharmacy Director. Our Giraffe helps in providing the best healthcare for Norfolk County. The new Digital Portable X-ray is in use up to 20 times per day on the 3rd floor, 4th floor, ICU, Nursing Home or ER. The giraffe allows images to be taken anywhere in the hospital. The machine goes to the patient, especially important when the patient cannot be moved and the digitally stored images can be shared more readily for faster diagnosis. NGH is excited about several patient centred strategic initiatives implemented in We opened the doors to help our patients get better faster. Visiting Hours are gone and you are able to visit your family and friends at any time of the day or night. This practice has met with approval from both families and staff. At the same, we chose to go 100% smoke free on our property valuing a healthy and safe environment for our patients, visitors and those who work at NGH and the Hospital Nursing Home. We introduced a Family and Patient Advisory Council. The 22 member council is made up of community members from varied walks of life and hospital staff. This council will serve to help improve the quality of our hospital s care for all patients and family members. NGH is the lead agency in The Norfolk HealthLink. Health Links are a province-wide, Ministry of Health & Long Term Care initiative designed to recognize that traditional models of care planning do not work for all patients, particularly those living with multiple chronic diseases, a significant mental health diagnosis, or addictions challenges. These individuals often access the Emergency Department due to lack of options, which both does not allow the 1 Norfolk General Hospital Annual Report /2015

2 patient to receive the best coordinated care and is detrimental to the healthcare system. It is estimated that approximately the top 5% of patients account for two-thirds of healthcare costs. The Norfolk HealthLink is working with over fifty at-risk individuals to help better plan and coordinate their care. Key is the EMS Paramedicine program. Paramedics conduct scheduled home visits and wellness clinics to monitor health concerns, with the goal being that by offering preventative care individuals will be able to remain in their homes. While it remains too early to offer a proper analysis of the data, since the Norfolk HealthLink began there has been a significant reduction in ED visits and subsequent admissions. NGH has taken steps to support patients demonstrating responsive behaviours associated with dementia and delirium. The Gentle Persuasive Approach is an educational curriculum that helps front line and support staff members better understand how to care for these patients. The training allows best practice in senior care to our vulnerable patients with dementia and delirium. To date, approximately 30% of our staff has been educated and certified in GPA. NGH commitment to excellence when attracting new staff led us to seek out and find the best possible clinical and non-clinical candidates. Women will benefit from the services of Dr. Brian Ferguson. Dr. Ferguson was recruited last year as our first Obstetrician/Gynecologist. Two new physicians, General Surgeon Dr. John Evans, Ophthalmologist Dr. Robin Bruen have been kept busy within our medical community. We have also recruited a new Manager of Occupational Health, a new HR Coordinator and Capital Acquisitions Manager. Everyday Heroes We take pride in those who have shown a commitment to high quality patient care both in the Hospital and Nursing Home. The third annual Our Staff Commitment Awards Recognizing Service (OSCARS) ceremony held during the Christmas Open House honoured their hard work and dedication. Seventy-six NGH/NHNH staff members were recognized with service awards. Eight of which had 30 plus years of service. The recipient of the Dr. George Marshall Award was Dennis Saunders IT Systems Administrator. The award is presented annually to an outstanding employee in honour of Marshall who practiced at NGH for many years and acted as Employee Health Physician during much of that time. Dennis nomination stated: Dennis goes above and beyond what is asked of him whether for staff, patients or physicians, often giving up lunch and breaks to help out. He is known to make house calls to assist with personal equipment issues. Dennis humbly accepted the Award with a quiet and gracious smile. Six employees received funds from the Hazel Race Career Advancement Fund. This was the first year that our donor John Race was not with us for this special event. Mr. Race passed away in April of He was present by way of March 2014 video describing Hazel and John s conviction to giving back. We were pleased to have his son, Phillip Race on hand to help present the cheques. He left a great legacy. He stands next to me today and every day going forward. He loved Norfolk and he loved this hospital stated Phillip Race. Six staff shared $2798 to assist with their education. Part of our mission statement and help people live healthier lives extends to staff as well. We were so excited to offer the new Tone Zone and Balance Zone fitness and yoga facilities which opened during Mission Week The top-notch equipment in the new gym will provide years of healthy workouts. Our goal was 10% staff membership: achieved. NGH staff is also active in Norfolk supporting a healthy community with leadership and participation in events like: Rotary Spelling Bee, Big Bike, Healing Cycle, Relay for Life, Bowl for Kids, Terry Fox Run, Run for the Cure, Simcoe Christmas Panorama to name a few. 2 Norfolk General Hospital Annual Report /2015

3 NORFOLK GENERAL HOSPITAL Statement of Operations Revenue (Millions) $47.9 Expenses (Millions) $47.6 Ministry of Health and Long-Term Care $37.5 OHIP and Patient Services $5.7 Differential and Co-payment $0.4 Recoveries and Other $3.6 Amortization of Donations and Grants $0.7 The Hospital ended 2014/2015 with a $300k operating surplus. The breakdown of revenues and expenses is illustrated below. Salaries, Wages and Benefits $30.3 Medical Staff Remuneration $6.6 Medical and Surgical Supplies $1.9 Drugs $0.8 Other Supplies and Expenses $6.7 Amortization $1.2 Recoveries and Other Differential and $3.6 Co-payment $0.4 Ohip and Patient Services $5.7 Amortization of Donation and Grants $0.7 Drugs $0.8 Medical and Surgical Supplies $1.9 Other Supplies and Expenses $6.7 Amortization $1.2 Ministry of Health and Long-Term Care $37.5 Medical Staff Remuneration $6.6 Salary, Wages and Benefits $30.3 In closing, we would like to recognize the Norfolk General Hospital family. Our staff, physicians, allied health care professionals, volunteers and many others works hard every day making sure you receive the very best patient care. Please accept our heartfelt thank you. Beth Snowden, Chair of the Board of Directors Kelly Isfan, President and Chief Executive Officer 3 Norfolk General Hospital Annual Report /2015

4 The Norfolk Hospital Nursing Home Fiscal year was a busy and productive year for The Board of Trustees, management and staff at The Norfolk Hospital Nursing Home (NHNH). The Board of Trustees plays an important role in monitoring and evaluating the ongoing quality of resident care. At this time we would like to express appreciation to The Board Chair, Jill Foster for her dedication and commitment to The Norfolk Hospital Nursing Home. The efforts of the staff, physicians and Volunteer Association in providing quality services to our residents are acknowledged and sincerely appreciated. The Norfolk Hospital Nursing Home continues to grow stronger in meeting our resident s increasing care needs. The more notable achievements during this past year include: for the residents, but one who is seen to go above and beyond the expectations of their job description by their colleagues. To work in a nursing home demands a unique kind of sensitivity, patience, respect and dedication. This year our Employee of the Year is Jacquie Luke. She is someone staff turns to for advice and assistance when looking for ways to enhance or improve resident care. Jacquie balances humor and respect in her approach to resident care. She is known for her ease of dealing with challenging situations and her professionalism. Her common sense approach is very much appreciated. Congratulations on receiving the employee of the year award. We said good bye to Dr. John Hall, who served as Medical Director for NHNH for almost 40 years, and we welcomed Dr. Brad Bobby as our new Medical Director. This year marks The Norfolk Hospital Nursing Homes 40th Anniversary. We would like to acknowledge and thank each and every one of our Volunteers for their kindness, compassion, support, dedication and contributions to NHNH. With our volunteers help, we are able to continue to provide exciting and enriching Therapeutic Recreational programs for our residents. We would like to thank all of the volunteers who dedicate their time to assist with enhancing the quality of life for our residents. From nail care to family fun night, exercise class, musical entertainment, spiritual programming, book club, you ve got mail, Pet therapy, friendly visits, birthday party lunch, palliative care, sewing, arts and crafts, baking, and the intergenerational program. Volunteers also help with fundraisers and special outings throughout the year. It is through your volunteer work that smiles are brought to life! The Norfolk Hospital Nursing Home s Employee of the year award is reserved for a very special individual who not only cares The Residents Council led by Margaret Juszku has a very active voice within the Nursing Home and the community. Our Christmas Bazaar celebrated another successful year, raising $ Thanks to the hard work and dedication of Margaret Juszku for advocating the best quality of life for all residents who live at NHNH, your hard work is acknowledged and appreciated. Vicky Florio, Director of Care Jill Foster, Board Chair 4 Norfolk General Hospital Annual Report /2015

5 NORFOLK GENERAL HOSPITAL NURSING HOME Statement of Operations Revenue (Thousands) $5,295 Ministry of Health and Long-Term Care $3,757 Resident Co-payment and Other $1,538 The Nursing Home ended 2014/2015 with a $99,000 operating deficit. The breakdown of revenues and expenses is illustrated below. Program and Support $333 Expenses (Thousands) $5,394 Nursing and Personal Care $3,171 Food and Accommodation $1,704 Program and Support $333 Other $186 Other $186 Resident Co-payment and Other $1,538 Ministry of Health and Long-Term Care $3,757 Food and Accomodations $1,704 Nursing and Personal Care $3,171 Norfolk General Hospital Norfolk General Hospital Annual Report /2015

6 Our Volunteers Success is not built on what we accomplish for ourselves. Its foundation lies in what we do for others. ~ Danny Thomas Volunteers at NGH & NHNH continue to provide much-needed support to various departments and play an integral part in ensuring that we achieve our goals as a caring and compassionate healthcare facility. This would not be possible without the hard work of many conveners, coordinators, staff and managers. Our branches and businesses continue to prosper thanks to the skilled leaders who willingly take on these important responsibilities. With a keen desire to continuously improve, these leaders look for new opportunities and work hard to ensure effective marketing and communication. It is evident why these groups are able to achieve the goals they set each year. On a sad note, we would like to offer our condolences to branch members and friends of the volunteers that we have lost over the past year. Their memories will live on in our hearts and we will be forever grateful for the time they spent serving our Hospital and Nursing Home. Through our hard work in both financial services and fundraising, we were able to exceed our budget for 2014/2015. We purchased a Transport Ventilator ($27K) and Obstetrical and Gynecologic instruments ($59K) for our new OBGYN. Our Lottery and Annual Draw funds purchased an ice machine ($7.5K) for Surgical Daycare. Congratulations to the volunteers who have received awards over the past year. Ontario Volunteer Service awards were granted to Betty Steiner, Laura Van Elslander, Daphne Guiler, Maria Heinrich, Ellen Johnson, Jean Ball and to three junior volunteers Corrie Jamieson, Jessica Daiken and Shirley Meijaard. In November, two of our volunteers attended a gala banquet in Toronto to receive the highest honour a healthcare volunteer can achieve as new Provincial Life members. Congratulations to Len Lasko and Elizabeth Schweitzer on reaching this milestone. In addition, many volunteers were recipients of years/hours of service pins and outstanding and local life service awards. We are very proud of the many hours and many years of service these volunteers have given to NGH & NHNH. The Volunteer Board has had a very productive year and has been an outstanding team to work with. Brian Miller has enjoyed a very successful year which has allowed him the bragging rights of being the first ever male president for our Association. With a total of over 33,000 hours given and over $100,000 raised during the past year, we can certainly look back at as yet another successful year to be very proud of and can look forward to with great optimism! Brian Miller, President Sherri Schira-Ladosz, Director 6 Norfolk General Hospital Annual Report /2015

7 Norfolk General Hospital Foundation 2014/2015 was an incredible year for the Norfolk General Hospital Foundation. The support for your community hospital is truly amazing. $1,496,483 was generously donated to the hospital - an increase of $285,600 over the previous year. Although the government plays a crucial role in funding our healthcare, they are not able to provide the funds for new equipment, technology upgrades and renovations that the hospital needs. We are so very thankful that our community continually supports NGH to ensure we have the very best equipment and most modern facilities. Some of the larger items purchased with the funds raised this year include: Transport stretchers Transport Ventilator Portable pacemakers Portable X-ray unit Automated drug dispensing units Clinical equipment for the Operating Room Bassinets for Labour and Delivery Funds were also allocated to education and training for staff, improvements to Holmes House and upcoming major renovations to our Labour and Delivery area. Looking ahead to 2015/2016, our focus continues on purchasing much needed new equipment and funding some exciting renovations planned for NGH. More details on these renovations, including a new build for the hospital, will be coming later this fall! A special thank you needs to go out to the amazing volunteers that organize events and support the work of the Foundation. Your time, talent and dedication to the Foundation are greatly appreciated! In particular, the NGH Foundation Golf Classic volunteers your efforts contributed an impressive $335,000 to NGH this year alone. We would also like to thank our Board of Directors and Foundation staff. Your commitment to provide great leadership to this organization has us poised for another very successful year. Finally, we say a heartfelt thank you to our donors. To the many individuals, families, businesses and service clubs that support NGH whether you are a new donor or long-time supporter thank you. Your contributions ensure we have the very best healthcare, right here at home! Paul Hosack, Chair of NGH Foundation Board of Directors Julie Powell, Director of Development 7 Norfolk General Hospital Annual Report /2015

8 NORFOLK GENERAL HOSPITAL FOUNDATION Statement of Operations Revenue (Thousands) $1,211 Expenses (Thousands) $379 Donations $1,484 Investment Income $12 The Foundation ended 2014/2015 with an excess of revenues over expenses (prior to disbursements) of $1,100,000. Salaries and Benefits $221 Appeal and Fundraising $110 Office $18 Professional Fees $2 Other $45 Disbursements to Norfolk General Hospital for charitable purposes were $985,000. Investment Income $12 $18 $2 $110 $45 $221 Donations $ Norfolk General Hospital Annual Report /2015