Annual Report 2010-2011 Make a Purchase, Make a Difference
Message from the Board of Directors It is my pleasure to report that we had another great year! Despite the challenges of the slow economic recovery and transitional changes across our family of hospitals, we experienced many successes and are very proud of our results. For the year ending March 31, 2011, HHSVA donated $1,322,952 to Hamilton Health Sciences, including $200,000 in equipment for the new Women s Health Urgent Care Unit, and funding for HHS staff education and ongoing patient care programs. An additional $187,000 was donated for the purchase of an ultrasound unit. In 2010, HHSVA expanded services at the General in response to the growth in population and services at that site. In September, we completed renovations of the Barton Bean Cafe at the General site. The new space offers expanded menu options and additional seating space for customers. In December, we opened the new Bean Express Cafe at the General, providing patients, staff and visitors with easily accessible food service in the main lobby of the Regional Rehabilitation Building. This year we will be proceeding with construction of a new cafeteria at the Juravinski site, Nora s Fresh Café, which is projected to open in the fall. We look forward to the increased support that this and other projects will provide to HHS over the upcoming year! In January 2011, our Board of Directors met to determine our strategic direction for the next three years, and set the following four strategic goals: to maximize the financial return to HHS, to formalize a continuous quality improvement program, to consistently deliver a great customer experience, and to be an employer of choice in our community. The outcome of these strategic planning meetings has provided our organization with a focused direction that will guide our goals and initiatives going forward. In closing, I would like to take this opportunity to thank our Board of Directors, Executive Director, management team, staff and volunteers for their hard work and dedication. I would also like to thank our customers for their continued support. It is through their purchases that we are able to make a difference to the patients and families at HHS. Sincerely, Gary Guthro President, HHSVA Board of Directors Message from Hamilton Health Sciences I am pleased to congratulate the Hamilton Health Sciences Volunteer Association (HHSVA) on another incredible year. The unwavering contributions of the HHSVA make a significant impact on patient care across our family of hospitals. Each year, the HHSVA enhances our hospitals for patients, visitors and staff through its operation of the cafeterias and gift shops, and by creating a healthy environment through the Good for You program in our food service areas. In the past year, the HHSVA has contributed over $1 million to HHS with over $525,000 donated for the purchase of vital equipment, including fetal monitors, transport stretchers, specialized wheelchairs and ultrasound machines. Also included in the VA s contribution was funding to support HHS education, volunteer resources and many patient comfort items such as wheelchairs, walkers and furniture. From everyone at Hamilton Health Sciences, I want to thank the HHSVA for its continuous dedication to making our hospitals as comfortable and caring as possible for our patients, visitors and staff. Your commitment, hard work and accomplishments do not go unnoticed. Sincerely, Murray Martin President & CEO, Hamilton Health Sciences
Capital and Patient Services Donations Capital Equipment Each year capital equipment funding requests are submitted to HHSVA. The Board of Directors review and select items based on the priority of need and funds available. In 2010/11, part of the transition to Access to Best Care at HHS involved the construction of the new Women s Health Urgent Care Unit at McMaster Site. HHSVA donated several capital equipment items for the new unit including: Annual Donations $1,322,952 Volunteer Recognition 4.5% Volunteer Resources 15.6% Hamilton Health Sciences Staff 14% McMaster Children s Hospital 3.9% Fetal monitors & carts $81,800 Monitoring device that provides a continuous record of fetal heart rate 3 infant isolettes $62,884 Radiant warming bed used to help newborns maintain body temperature following delivery Specialized birthing bed $21,473 Maneuverable and ergonomically designed bed with multiple adjustment functions Obstetrical/gynaecological stretcher $10,223 Designed for patient comfort and ease of use for medical staff when transporting patients 2 Infant blanket warmers $8,180 Warms swaddling blankets for newborns Transport stretcher $6,135 Used to comfortably move patients to and from the bedside gynaecological chair $5,113 Specialized exam chair designed for patient comfort Massimo Oximeter $4,192 Portable device used to measure pulse rate and various blood levels Patient Services 23% Patient Services HHS Capital 39% HHSVA receives requests from departments across HHS for funding to support patient programs and purchase equipment. The Board of Directors evaluates these requests and allocates funds for items which will have the largest impact on enhancing patient care. The following are examples of items donated in 2010/11: Chemotherapy treatment chairs Blanket warmers, recliner chairs and over bed tables Specialized walkers, wheelchairs and accessories Therapy and rehabilitation equipment including an arm/leg ergometer Furnishings for waiting rooms and family lounges Funding support for patient care programs such as the Child & Family Teen Counseling Program and Therapeutic Recreation Make a Purchase, Make a Difference All profits raised through the operation HHSVA s various retail outlets and services are donated to enhance patient care at HHS through the purchase of equipment and funding of patient care programs. These donations are made possible through the ongoing support of the staff, patients and visitors of Hamilton Health Sciences. Their purchases truly make a difference. Photo, left: One of five chemotherapy treatment chairs donated by HHSVA to the Juravinski Cancer Centre
Message from the Executive Director I am pleased to provide an overview of another successful year of fundraising by the Volunteer Association. This year we were able to generate record revenue of $11.2 M which exceeded the previous year by 4%. Rising costs and the economic climate were factors affecting our bottom line results, however, net income of almost $1.4M was just 1% below the budget. We were pleased that the funds generated could be utilized in many ways across HHS including capital equipment, upgrades to HHS facilities, and support for volunteerism. This year we saw the start of the anticipated shift in HHS staff and customer volumes from McMaster to Juravinski and General sites. HHSVA invested over $350,000 at the General site this year in expanding the Barton Bean Cafe and opening the new Bean Express Cafe in the Rehab Building. The improved facilities were greatly appreciated by our customers and sales at the Barton Bean increased by 20%. Due to the redevelopment at the Juravinski Hospital, Tim Hortons had to vacate their space resulting in HHSVA operations providing food services for the whole site. Our staff rose to the challenge and we were very pleased that sales exceeded last year by 31%. Our management team is pleased to report that many of our objectives were accomplished this year including: Successful implementation of a new gift shop POS system at 4 sites Completing Graff Sales Training for all gift shop staff Development of our strategic profile and goals for the next three years Continuing to upgrade our floral website and increase online sales Achieving a 71% customer satisfaction rating in our annual survey Decreasing staff turnover to 21% and achieving an overall staff satisfaction rating of 87% Over the next year we will continue to enhance our support of HHS through a number of new ventures. The most anticipated of these initiatives is the building of a new cafeteria at the Juravinski Site, Nora s Fresh Café, which will provide a bright, modern facility with an expanded menu and plenty of seating for our customers. Hamilton Health Sciences Volunteer Association Statement of Operations Year Ended March 31, 2011 with comparative figures for March 31, 2010 Revenue: 2011 2010 Net Income from retail operations: McMaster Hospital $ 1,079,819 $ 1,205,404 General Hospital 584,848 600,665 Juravinski Hospital 346,031 234,917 Chedoke Hospital 37,437 59,182 St. Peter s Hospital 31,864 44,072 License Agreements 18,872 83,903 Other 148,044 166,919 Income before the following 2,246,915 2,395,062 Expenses: Administrative Salaries 652,396 645,632 Audit & Legal 11,624 10,884 Office expenses 82,239 79,622 HHS Cost Recoveries 99,537 76,465 Depreciation 2,853 2,634 848,649 815,237 Funds earned before donations 1,398,266 1,579,825 Donations: Hamilton Health Sciences & HHS Foundation 1,322,952 1,746,720 Excess of revenue over expenses (expenses over revenue) and donations $ 75,314 $ -166,895 General 31.53% $3,546,953 Total Revenue 2010/11 $11,250,591 St. Peter s 0.63%, $70,594 Other 1.54% $172,887 The support we provide for HHS is made possible by many individuals. Our staff and retail volunteers work very hard to provide excellent service to over 2.5 million customers whose purchases help us to achieve our mission. Finally, our Board of Directors dedicated their time and expertise to overseeing the work of our organization. Thank you to all of you for helping to make a difference. Sincerely, Tina Cooper Executive Director, HHSVA Juravinski 17.39% $1,956,113 Chedoke 2.86%, $321,463 McMaster 46.05% $5,182,581
Message from Volunteer Resources The year 2011 has been designated by the United Nations as the International Year of the Volunteer +10 and what a year it has been so far! Our dedicated volunteers and Volunteer Resources staff have been busier than ever with changes related to Access to Best Care (ABC) and growing program needs. The key to sustaining the great work of our volunteers is to ensure they are having meaningful experiences so that retention rates remain high. To help with this, we implemented the Standardized Volunteer Opinion Survey so we could better understand our current volunteer trends and be well informed to make decisions that might affect the volunteers, staff, visitors and patients. Volunteer Resources Staff Manager Program Secretary Coordinator, Chedoke & St. Peter s Coordinator, General Coordinator, Juravinski Coordinator, Canadian Cancer Society & Juravinski Cancer Centre Coordinator, McMaster Coordinator, McMaster Receptionist, McMaster Lorraine McGrattan Patti Bochek Joan Annibale Nancy Hayes Liz DeLuca Dorothy Verboom Jody Casselman Trisha Jennings Kim Dungavel The results from the survey provided valuable information to help us design a strategic plan that will address the concerns of the volunteers and allow us to implement activities that may enhance the overall volunteer experience. As a result, education and training will be provided to ensure volunteers receive a thorough orientation to HHS and the knowledge to do the best job possible. Our strategic direction will also improve staff/ volunteer relations and volunteer satisfaction through meaningful and rewarding placements. Recruitment strategies will be designed to attract a diverse blend of quality volunteers. The transition to Access to Best Care (ABC) was a major undertaking requiring the coordination and support of literally hundreds of people. In order for any event to be a success, you require teams of dedicated staff and an army of volunteers. At HHS, we have both. Given the level of detail that went into planning for ABC move day, it is no wonder that it went off without a hitch. I want to congratulate our volunteers for their dedication and support. The circle of care at HHS would not be complete without the combined efforts of these wonderful people. Lorraine McGrattan Manager, Volunteer Resources Above: HHS volunteer and HHSVA Board of Directors member, Brian Johnston (left) reads with a patient from the Hospital Elder Life Program Volunteer Convenors Chemotherapy, CCS & JCC Emergency, Juravinski Fun Club, Pediatrics, McMaster Information Desk, CCS & JCC Information Desk, McMaster Knitting, All Sites Look Good Feel Better Program, Juravinski Saturday Mass, St. Peter s Jaqui DeBoer Ana Felizardo Sandy Skrien June Warren Deanna Plank Rosemary Stewart Christine Piuni Doris Ippolito Education Bursary Recipients Suparna Sharma Alex Zhao Christa Orschel Krystn Orr Rose Liao Stephanie Vuong In Memoriam Mary Codnich Cecilia Furness George Krausz Mary Matthewson William Nixon Edith Norton Eileen O Donnell North Bette Page Madelyn Ruddell Bruce Wilson Photo, left: HHS student volunteers (from left), Deanna Aguiar, Sabrin Noureddin (Student Team Captain) and Samantha Tomas, prepare ice water for patients at the Juravinski Hospital
Hamilton Health Sciences Volunteer Association Board of Directors Above, top row (from left): Tina Cooper, Bob Mullen, Jane Gooding, Brian Johnston, John Woolcott, Ray Freckleton; Bottom row (from left): Richard Morrison, Judi Park, Fred Hussey, Dianne Jackson, Gary Guthro, Gertrude Mensch, Peter Burns; Absent: Lynne Vidal; Membership & Communication Committee Bob Mullen [Chair] Fred Hussey Brian Johnston Gertrude Mensch Richard Morrison Executive Director Director of Operations Finance Manager Purchasing Manager Human Resources Manager Marketing & Communications Manager Executive Assistant Board Co-ordinator Tina Cooper [ex-officio] Lorraine McGrattan [ex-officio] Christie Mohide [ex-officio] Diana Beacham [Member at Large] Wida Naikkhwah [Member at Large] Tina Cooper Anne Collins Janet Whitelaw Karen Cryer Lori Hume-Sharp Christie Mohide Diane Watson Sandra Starr Directors President Vice-President Past-President & Treasurer Secretary Jane Gooding Fred Hussey Brian Johnston Ex-Officio Vice-President, Human Resources & Organizational Development HHSVA Executive Director Board Development Committee Peter Burns [Chair] Ray Freckleton [Nominating Chair] Dianne Jackson Gary Guthro [Chair] Ray Freckleton Jane Gooding Administration Gertrude Mensch Richard Morrison Bob Mullen Gary Guthro Dianne Jackson Ray Freckleton Peter Burns Judi Park Lynne Vidal John Woolcott Louise Taylor Green Tina Cooper Lynne Vidal John Woolcott Tina Cooper [ex-officio] Management Committee Retail Site Managers: General Hospital Juravinski Hospital & Cancer Centre McMaster Hospital, Food Retail and Chedoke Hospital McMaster Hospital, Gift Retail Judi Park Tina Cooper [ex-officio] Tonia Quinlan Sylvia Moser Diane Demik Brenda Smith Vision To provide valuable support and services to HHS in the provision of patient care. Mission To enhance patient care and quality of life for the HHS community through the donation of profits from retail services and the recognition and support of volunteers. On the Cover Top right - HHSVA staff member, Lynn Hyde, at the Barton Bean Cafe, General site; Bottom right - Birthing bed and fetal monitoring system donated by HHSVA to the new Women s Health Urgent Care Unit at McMaster site; Bottom left - HHSVA staff member, Joan Nossey (left), at the Bean Express, Regional Rehabilitation Building; Middle left - HHS volunteer, Reg Simser, paints with a patient at the pediatric play room; Top left - HHSVA staff member, Laura Paska (left), at McMaster Gift Shop;