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Ycm Health H A L T O N H E A L T H C A R E S E R V IC E S C O M M U N IT Y R E P O R T .............. .........................................m konH eaIthcare Good to Great Initiatives Innovative Program Emphasizes Service Service Oriented Staff G ood to Great is an initiative develo p ed to achieve tw o H alton H ealthcare Services (HHS) strategic directions set by our Board o f Directors - o n e w hich states that HHS will prepare itself to resp o n d to a new, better inform ed consum er/patient, by providing exem plary patient/consum er focused service and the other direction, w hich says that HHS will position itself as a w orkplace o f choice, engaging staff in a m anner that creates a healthy w ork environm ent. HHS rem ains true to its values o f caring, com petency and com m unication. "We have transform ed these strategic directions into operational objectives," said John Oliver, HHS President & CEO. "T hrough o u r G ood to Great program w e are proactively forging ah ead to create a healthy w ork environm ent for o ur staff." At the sam e time, HHS continues to focus on m eeting/exceeding the n eeds of the patients/custom ers w h o u se its services - by m aking changes to the physical environm ent, modifying processes an d providing ongoing custom er service education to HHS em ployees. H alton H ealthcare's G ood to Great initiative encom passes b o th custom er service an d quality o f work-life w ith program s ranging from telephone training to the opportunity to join an on-site fitness centre. "O ur goal is to provide staff w ith the inform ation, training, tools, and the support they n eed to achieve an d exceed the service expectations of all o u r custom ers - w hich includes o u t patients, their families, an d visitors as w ell as our co-w orkers," explained D enise H ardenne, HHS Vice-President of Programs a n d Quality D evelopm ent. "Encouraging a healthy work-life balance w hile providing m ore functional w ork environm ents and w ork processes is key in em pow ering p eo p le to achieve new heights." HHS offers tw o patient/consum er focused w orkshops to staff an d volunteers: · C ustom er Service T raining is a three ho u r w orkshop teaching participants how to w ork as a team to m eet an d exceed custom ers' personal an d practical needs. · T e le p h o n e Skills T raining is a tw o ho u r w orkshop introducing our n ew telephone handling standards. The w orkshop provides participants w ith tips on h o w to m ake a good first im pression on the phone. Enhanced Patient Information on the Web Site The HHS w e b site features an en h anced Diagnostic Im aging section that gives patients access to inform ation about their procedures w ith the sim ple click of a m ouse. D eveloped in response to patient feedback, this section provides both general inform ation about the Diagnostic ·Im aging D epartm ent, such as the hours o f operation, locations, and contact inform ation as well as specific preparation inform ation about the diagnostic procedures w e offer. Opportunities to be Active at Work Established last March to prom ote w ellness in the w ork place, the H o r iz o n s F itn ess C entre at Milton District H ospital'is w ell e q u ip p e d w ith a treadmill, w eight unit, elliptical trainer and free-weights. A h u b of activity, H o r iz o n s also offers a variety of fitness videos on stretching, step aerobics, an d pilates along w ith the w orks exercise balls, mats, and steps. O pportunities for the establishm ent of similar facilities at the G eorgetow n and Oakville hospitals are being explored. G ood to Great is an exciting journey w ith m any highlights - designed to take us from G ood to Great levels of custom er/patient satisfaction - w hile creating a w orkplace of choice. Kailo - Mind, Body, Spirit Approach to Workplace Wellness How Long Will I Wait? Call 1-866-512-WAIT | Together, Halton Healthcare Services, Credit Valley Hospital and Trillium Health Centre have created a toll-free W a it Tim e In fo rm a tio n L in e for patients w anting inform ation on the w a it tim es a t these hospitals for hips and knees, cataract, cancer and cardiac surgeries as w ell as MRI and CT Scans. The inform ation is available to help patients make inform ed choices about their healthcare. Patients are encouraged to listen to the various w a it tim es and discuss the inform ation w ith their physician to help them decide where to be referred fo r their surgery. The toll-free number is 1 -8 6 6 -5 12-W AIT (9248). The data corresponds to the inform ation currently listed on the M inistry o f Health & Long-Term Care W ait Time Strategy w eb site at w w w .g o v .o n .c a /tra n s fo rm a tio n . The inform ation in the w eb site and on the toll-free line w ill be updated regularly. Based o n a North American, " aw ard-w inning hospital based w ellness program , Kailo is the n e w w ellness program for staff at HHS (see page 2). Successfully launched in the Fall o f 2005, Kailo features num erous exciting and fun activities to nurture body, m ind an d spirit. Kailo's m otto is: Caring for ourselves as well as we care for our patients. Patient Assistant Liaison (PAL) In April o f 2005, HHS launched the Patient Assistant Liaison (PAL) pilot project on tw o patient care units at the Oakville Hospital. A PAL is a m ulti-skilled w orker that encom passes the roles of both the H o u sekeeper an d the Ward Aide positions. U ndertaken to im prove both staff and patient satisfaction, this project will be piloted for a period of one year. wwwhaltonhealthcare com