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VON CANADA ISQua Conference 2005 Building a Quality Agenda for a National, Multi-level Organization Dr. Judith Shamian, President & CEO Elma Heidemann, Chair, National Quality Council Sharon Goodwin, Vice President, Client Services October 2005 VON’s Role in the Canadian Health Care System Our Vision: VON will be Canada’s leading charitable organization addressing community health and social needs. Our Mission: VON, a charity, guided by the principles of primary health care, works in partnership with Canadians for a healthier society through: • Leadership in community based care • Delivery of innovative, comprehensive health and social services • Influence in the development of health and social policy. VON Canada Overview • 108 year-old, venerable organization • More than 15,000 volunteers and over 5,000 staff • VON identifies gaps in health care and social services provided in communities and works in partnership with communities to develop programs and services that are responsive to local needs. VON Canada Overview • VON helps Canadians live independently and with dignity in their own homes and communities. • VON takes into account determinants of health and delivers holistic and family centred care, supports & social services • VON incorporates health promotion and disease prevention • VON provides care in traditional homes, group residences, classrooms, shelters, malls and on the street to care for the homeless VON Canada Overview • Full spectrum of care – all ages and stages of life VON Across Canada • 61 branches that serve Canadians from coast to coast • Presence in every province – serving more than 1,300 communities • More than 50 programs and services • Touching the lives of over 1 million people every year Sampling of VON Programs • Home Care services include: nursing, physiotherapy, occupational therapy, social work, home support, palliative/ bereavement care and more Ontario and Nova Scotia 85% of revenue home care • Community services range from foot care, immunization clinics, People in Crisis Program, and hospice care to volunteer programs such as Meals on Wheels, Adult Day Programs and Friendly visiting: Rest of Canadian branches with some government funded programs such as home support www.von.ca VON’s Quality Challenge • During its first 70 years VON was a highly centralized organization • During its next 30 years, VON’s history was marked by decentralization and an individual branch approach to the VON agenda - including quality • Decentralization led to varied strengths and weaknesses across the branches upon accreditation and overall inconsistent performance across the organization www.von.ca VON’s Solution • After the 2004 accreditation results illustrated our quality challenges the Senior Management team and the National Board of Directors agreed to an organizational wide approach to the quality/ risk agenda • Participation in the Quality Program became a requirement of all branches • A financial commitment was made to quality staff positions at the national and regional level, and to an education program for branch quality leaders www.von.ca Quality Staff Structure VP Client Services Eastern Region Quality Coordinator Branch CQI Lead Branch CQI Lead National Quality Coordinator Quebec CQI Lead Quality Managers Corporate Centres National Quallity Education and Accrediitation Western Branch Level CQI Lead Branch CQI Lead Ontario Quality Director Branch CQI Lead Branch CQI Lead Quality Managers Corporate Centres CQI Organization 2005 National CQI Council Central Region CQI 3 Corporate Centre Committees Branch CQI Branch CQI Western CQI Corporate Centre Committee Branch CQI Branch CQI Eastern CQI Corporate Centre Committee Branch CQI Branch CQI Branch CQI VON’s Quality Agenda • National Board and Senior Management solidly behind quality agenda • Committed to being the leader in continuous quality improvement in Canada • National quality framework and national quality council developed to lead the organization • The National Quality Plan provides the roadmap to the organization on where to focus efforts • Multi-level CQI education program being developed and deployed across VON VON as a Leader in Quality Care • VON has developed a partnership with the University of Ottawa and CCHSA to submit a proposal to complete research in Canada on patient safety indicators specific to the home care environment • The organization has invested in Balanced Scorecard software to improve the reporting of indicators to all levels of the organization • The Branch committees will be responsible for regular review and CQI plans to address variances noted in the report VON CANADA ISQua Conference 2005 www.von.ca Dr. Judith Shamian: [email protected] Elma Heidemann: [email protected] Sharon Goodwin: [email protected]