The Caregiver-Friendly Hospital and Community Hub Cultivating Change: The Caregiver-Friendly Hospital and Community Hub June 20, 2018 Co-Design Team Orientation for Healthcare Providers

Proposed Agenda Introductions Team Building Exercise Who is The Change Foundation? What is Cultivating Change? What is Experience Based Co-Design? Provider Survey Feedback Keys to Partnership Bringing In Your Holistic Experience 1 2 3 4 5 6 7 8 2

Team Building: Build a paper airplane using only one hand each! 3

Housekeeping Sign-in sheet Non-disclosure agreement Consent to release of photography/video/recording In-person attendance 4

Stroke Change Ideas Caregiver ID Knowing What to Expect Caregiver Support Caregiver Training 5

Who is The Change Foundation? The Change Foundation is an independent health care think-tank that works to inform positive change in Ontario’s health care system. The organization is focused on improving the experience for family caregivers in Ontario’s health and community care system. The Change Foundation is funding the Cultivating Change project as part of the Changing CARE initiative. 6

What is Cultivating Change? CHANGING CARE Partnering with health care organizations and family caregivers to improve experiences and strengthen Ontario's health and community care systems. © The Change Foundation 7

Your input is integral! Family caregivers are crucial for the success of this project. We look for them to share: Their recent experience as a family caregiver Share their care experiences, sharing what went well and how things could have been done differently Healthcare providers are also crucial for the success of this project. We look for you to share: Your experience and knowledge of family caregivers Operational and system experiences related to family caregiver successes and challenges Insight related to your healthcare setting and stakeholders 8

What is Experience-Based Co-Design? Experience-based co-design brings healthcare providers and caregivers together as partners, to co-design services and/or improvements. The process is carried out in four phases: 1. Capture: Gathering the key, emotional experiences from caregivers and staff. 2. Understand: Analyzing the experiences and discovering areas of improvement. 3. Improve: Implementing improvements to identified areas. 4. Measure: Continually evaluate the implemented improvements and refine them, as needed. 9

Discovery Phase In-depth interviews and focus groups conducted with caregivers at Sinai Health and Woodgreen. Process maps completed with providers. Themes analyzed. 10

How might Bridgepoint and Woodgreen become a more caregiver-friendly system? Journey map and caregiver personas developed. Brainstorming event to develop change ideas. Prioritizing change idea projects. Stroke Brainstorming Event, December 2017 11

Implement Change Idea Projects Develop co-design working groups made up of staff, caregivers and other partners. Implement! 12

Evaluate Administer cross-cutting survey (baseline & post) Evaluate impact and refine projects PDSA and Sustain Provider Survey Breakfast on April 24th, 2018. 13

Evaluation and Measurement Survey Completion Rates Outpatient Inpatient Grand Total Total Staff 24 75 99 Completed Surveys 23 39 62 Survey Completion Rate (%) 96% 52% 62% 14

Evaluation and Measurement Survey Results RAW DATA DATA ANALYSIS 78% of providers are usually or always able to identify if a patient is being helped by a caregiver 74% of providers usually or always treat caregivers as a source of knowledge regarding the patient 15

Evaluation and Measurement Key Learnings DATA ANALYSIS 71% of providers say they are somewhat or not at all knowledgeable of available education tools or resources for caregivers while 67% said they were somewhat or not at all knowledgeable of available community resources for caregivers This is the most commonly cited issue in the free text portion of the surveys Providers lack knowledge of available supports and resources for caregivers ALIGNMENT WITH CHANGE IDEAS This directly aligns with our “Caregiver Training” change idea. This idea includes equipping caregivers with the education tools and resources they need to manage transitions. 16

Evaluation and Measurement Key Learnings DATA ANALAYSIS 75% of providers say they somewhat or not at all had support (e.g. time, flexibility, approval, etc.) from their work environment to adequately care for caregivers Providers‘ lack of time to support caregivers was the second-most commonly cited issue in the free text portion of the surveys “Privacy – Do I need consent?” – was the third-most commonly cited issue in the free text portion of the surveys ALIGNMENT WITH CHANGE IDEAS This directly aligns with our “providing clear and realistic expectations of what caregivers and patients can expect in rehab” change idea. 17

Keys to Partnership Ability to listen to and think about what others say, even when you disagree. Ability to see the big picture and understand there may be reasons for challenges. Work collaboratively and actively with other family caregivers and healthcare providers. 18

Keys to Partnership Desire to participate in bringing about positive and meaningful change. We ask that you be respectful of others and their perspectives. 19

Keys to Partnership Listen Big Picture Collaborate Participate Be Respectful 20

Reminders The information shared during these sessions is private and confidential. Please do not share this information outside of our sessions. Prepare for meetings as needed, including familiarizing yourself with materials sent out prior to meetings if you have the opportunity. 21

What should I expect? Expect to be valued and respected for your insights and suggestions. Expect to make a positive difference in how healthcare is delivered within our project areas. 22

Bringing In Your Holistic Experience We want this to be a comfortable and safe environment for all. Please only share what you are comfortable with. The details of your personal and professional experiences may bring about strong emotions. Most importantly, your contribution to this co-design process will make a positive difference in helping to improve the caregiver experience. 23

Questions? 24