Capital Health, North York General,
SASKATOON – North York General
Hospital, based in Toronto, and Capital Health, with headquarters in
Edmonton, were selected as the winners of the annual 3M Healthcare
Quality Team Awards at a meeting in Saskatoon earlier this month.
The announcement was made at the National Healthcare Leadership
Conference (NHLC), which was hosted by the Canadian College of Health
Service Executives (CCHSE) and the Canadian Healthcare Association
(CHA). CHSE and CHA selected the winners based on their innovation in
healthcare services linking two important concepts: quality and team
• North York General Hospital won the Programs and Processes in the
Acute Care Hospital Environment category for “Patient Flow: Improving
the Patient Experience.”
North York General Hospital (NYGH) is a multi-site community teaching
hospital located in north Toronto. Like many organizations, NYGH has
been faced with the challenge of meeting ever-increasing community
demands for care and service without significantly increasing resources.
Improving patient flow through a hospital increases patient safety,
positively impacts the patient’s experience and improves staff
satisfaction. Moreover, efficient flow of admitted patients from the
Emergency Department (ED) to an inpatient bed is essential in order to
improve overall access to care. To improve flow through the acute care
setting culture and infrastructure must support working across
traditional department/unit barriers to develop an overall system of
NYGH’s leadership acknowledged that lasting and meaningful changes could
not take place and be sustained in any area of the organization without
an overarching culture. The leadership culture transformation provided
the fabric into which the ‘Lean’ philosophy was woven resulting in
organizational caring, capacity and commitment for improved patient
To understand and improve patient flow, input, throughput and output
must be examined. Improvement initiatives generated/implemented in silos
(e.g. a single unit) lack sustainability and can result in unintentional
consequences for patient flow in other areas. Flow consists of entry
points (input), points of care (throughput), and discharge points
(output), so improving patient flow cannot be limited to one area. Four
major areas were identified where flow needed to be addressed: within
the ED, between ED and General Internal Medicine (GIM), within GIM, and
between GIM and the community.
• Capital Health, based in Edmonton, received the award for Programs and
Processes in a Non-acute Care Hospital Environment for its program,
“Implementation of Supportive Living Integrated Standards.” This is the
first year either hospital received a 3M Healthcare Quality Team Award.
Alberta’s Capital Health region has identified a rapidly expanding need
for supportive living services. The community care services supportive
living quality initiatives team addressed the issue of fragmented
standards by conducting a quality improvement project with four primary
The first goal was to consolidate nine different sets of standards into
one that would be applicable to all Capital Health supportive living
contracted operators. The second goal was to develop and implement a
consistent monitoring system for standard adherence. The third goal was
to facilitate an increased capacity for the contracted operators to meet
and/or exceed the expectations identified in the standards. Finally, the
fourth goal was that clients in the supportive living options would know
what they could expect in terms of their care provision.
The team included staff with specific competencies in the areas of
standard development and program evaluation. The supportive living
integrated standards and new methods of standard monitoring were
introduced that included mechanisms for resident and staff feedback with
every quality review/inspection.
Education was provided to contracted operators to ensure a consistent
and thorough understanding and implementation of the standards. The
project has demonstrated positive results in the areas of increased
standard adherence and an increased number of contracted operators being
able to exceed baseline expectations.
3M Canada donates a financial contribution to the winning facilities and
sponsors six people from each group to attend the leadership conference.
Since 1994, when the Canadian College of Health Service Executives and
3M Healthcare launched the 3M Healthcare Quality Team Awards to
encourage and recognize innovation in health services, 28 hospitals have
3M Healthcare, CCHSE and CHA extend their congratulations to the winners
and commend all teams who submitted initiatives for consideration. For
more information, including entry forms for next year’s 3M Healthcare
Quality Team Awards, visit www.cchse.org.
About Canadian College of Heath Service Executives
Founded in 1970, the Canadian College of Health Service Executives (CCHSE)
is a national, non-profit, professional association dedicated to
developing, promoting, advancing and recognizing excellence in health
leadership. Our 3,000 individual and 70 corporate members work in all
health sectors across the country. The College plays an active role in
the helping Canada’s health leaders improve the healthcare system.
About 3M Canada Company
Established in 1951, 3M Canada Company was one of the first
international subsidiaries opened by 3M and remains one of the largest.
3M Canada’s head office and original manufacturing site is in London,
Ontario where approximately 1,000 of the company’s 1,950 employees work.
Other Ontario plants are located in Toronto, Brockville, and Perth with
one in Morden, Manitoba. Sales offices are located in major cities
nationwide and a national service network supports customers. For more