Rehabilitation in a Patient-Centred Care System RSI Research Day MAY 2017

Overview Evolving patient-centred health care Clinical, policy and legislative considerations for rehabilitation services The Patient Ombudsman and patient engagement

? Evolving Patient-Centred Care Rehabilitation is a critical enabler Disease-focused Reactive Provider-driven Patients are by-standers Patient-focused Proactive Focused on promoting wellness Patients are active participants ? How to get there Rehabilitation is a critical enabler

Clinical Considerations Policy Considerations Use of Technology eHealth Telehealth Telehomecare Enhanced Access to Rehab Physiotherapy, occupational therapy, speech-language therapy Policy Considerations Rehabilitation and Complex Continuing Care Expert Panel (2010) Auditor General of Ontario report on Rehab in Hospitals (2013) Rehab Care Alliance (2013) Physiotherapy Reform (2013) Legislative Considerations Excellent Care for All Act, 2010 Public Sector and MPP Accountability and Transparency Act, 2014 Patients First Act, 2016

History of the Patient Ombudsman 2010 Excellent Care for All Act 2014 Bill 8, the Public Sector and MPP Accountability and Transparency Act amends the Excellent Care for All Act to create the role of the Patient Ombudsman  December 2015 Christine Elliott appointed as first Patient Ombudsman Spring 2016 Consultations across Ontario July 2016 The Patient Ombudsman’s office opens May 2017 Almost 1,500 complaints received

Listening to Ontarians’ needs Sioux Lookout Dryden Sudbury Thunder Bay Sault Ste. Marie North Bay Ottawa 4 in-person sessions; over 600 respondents to online survey Penetanguishene Orillia Collingwood Oshawa Toronto Diverse ages, abilities and backgrounds Mississauga Niagara Hamilton Many identified as patients, healthcare professionals, caregivers, patient/family advocates London Chatham

community care access centres A Conduit for the Patient Voice Ontarians expect the Patient Ombudsman to bring the patient voice to the attention of policy and decision-makers Who we oversee 630 long-term care homes 146 public hospitals 14 community care access centres

A Conduit for the Patient Voice Ontarians expect the Patient Ombudsman to bring the patient voice to the attention of policy and decision-makers. Health sector organizations Aspirational Role of Patient Ombudsman Patient Voice Cautiously optimistic Spotlight on the issues Full of hope for positive change Traditional health care colour Credible Trustworthy Vibrant Action-Oriented Fresh – a new perspective

Vision To be a trusted champion for fairness and to influence positive change in Ontario’s health care system. Mission We facilitate resolutions and investigate complaints involving health sector organizations, without taking sides, and make recommendations to improve experiences for all Ontarians.

Respectful Trustworthy Empathetic Fair We are Our Vision, Mission and Values statements were informed by insights from Ontarians who let us know what they expect from us.

Resolving complaints, fairly

Communication How to be inclusive and achieve meaningful dialogue with patients?

Coordination How can we work together to bridge gaps in health care?

Access to Care Where are the gateways?

Rehabilitation in a Patient-Centred Care System Questions?