A historic moment in the life of the Jewish General Hospital

Dear members of the JGH community,

Needless to say yesterday, January 24, was an historic moment in the life of the Jewish General Hospital. Not only for the hospital, our patients, the community and the healthcare network, but notably for those of us who were privileged to participate in the movement of patients into Pavilion K.

In inaugurating Pavilion K, we finally harvested the fruits of seeds of imagination, persistence, resilience and community fellowship, that had been planted some eight years ago. Truly, we were reliving what the founders of the original hospital must have experienced when they first opened the doors to the public in 1934.

Today, we are the pioneers laying the foundation for the future of health care in our community. So remember this day- it is the day each of you will have made your own bit of history.

The teamwork that characterized the move was nothing short of awesome. The passion, the energy and sheer devotion of individuals coming together to make common cause was truly emotional and endearing for many of us. It reminded me of a symphony orchestra whose members are different from one another, but who are orchestrated together for a collective undertaking- one that is involved in making a distinctive contribution, so that each can say, “I helped to make this happen.” And truly, each and every one of you made an invaluable contribution.

A special thank you to Joanne Côté and her Transition Team. Seeing them in action yesterday was like watching a pair’s team of figure-skaters gliding through their routine in effortless fashion. I would also like to take this opportunity to thank all those who came in on their day off to volunteer to make the move the success that it was.

It’s been said that if you want to create a group with a sense of collective identity and shared purpose, get them to build something together. This transforms them by their own efforts. John Ruskin wrote, “The highest reward for a man’s toil is not what he gets for it but what he becomes by it.”For those who participated yesterday in the patient move, for those who dreamt the dream, for those who unleashed their imaginations for design ,and for those who nurtured the construction project through its birth pangs, thank you on behalf of our patients and the entire JGH community.

Finally, one might ask how do you build an organization that can endure? What is the formula for this? The answer is that lasting companies reinvent themselves. With Pavilion K, the JGH has indeed reinvented itself and we are well poised to venture forth into the future with confidence and faith that we will continue to build on the legacy of 81 years going from strength to strength.

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The perfect (transformational) storm

We are in the midst of a storm. The transformation of the healthcare system and of health care delivery will undoubtedly leave in its wake an entirely new world.

It is a time of transition. As writer Erica Brown has said, at times of transition, we are neither here nor there. It can be hard to believe that temporary difficulties are only temporary. If we believe that transitional places are permanent, we are no longer on a journey of transformation; we are stuck in a place of frustration. Confusing transition with destination adds needless layers of anxiety. The future will only look like the present if you do not allow it to look like anything else.

Making this transformation is not a single step and will not occur overnight. It will require restructuring how healthcare delivery is organized, measured, and reimbursed and this is what Law 10 is all about.

There is no longer any doubt about how to increase the value of care. The question is, which organizations will lead the way and how quickly can others follow. Moreover, this transformation must invariably come from within. Only physicians and the organizations providing services can put in place the set of interdependent steps needed to improve value, because ultimately value is determined by how medicine is practiced.

In health care, the days of business as usual are over. Around the world, every healthcare system is struggling with rising costs and uneven quality despite the hard work of well-intentioned, well-trained clinicians. Healthcare leaders and policy makers have tried countless incremental fixes, but none have had much impact.

Its time for a fundamentally new strategy.

At its core is maximizing value for patients. That is, achieving the best outcomes at the lowest cost. We must move away from a healthcare system organized around what physicians do and toward a patient-centred system organized around what patients need. We must shift the focus from the volume of services provided- physician visits, hospitalizations, procedures, and tests- to the actual outcomes achieved. And we must replace todays fragmented system, in which every local provider offers a full range of services, with a system in which services for particular medical conditions are concentrated in health-delivery organizations and in the right locations to deliver high-value care.

What are the pressures driving hospitals and other healthcare institutions to improve accountability and the integration of their services? These can be summarized as follows:

  1. The aging patient (and provider) population that will continue to shift significantly throughout the next decade
  2. The need to enhance care coordination during hospital-to-home transitions. This has consistently shown beneficial effects on cost and care quality, requiring healthcare network leaders to focus on care after patients leave the hospital
  3. Political pressures are compelling hospitals and care systems to provide efficient and optimal patient care
  4. Hospitals need to serve multiple patient populations effectively- management of population health is crucial

What are the issues that will drive transformation? These include:

  1. Increasing pressure on all healthcare organizations to become more efficient, and new payment models are critical to any improvement
  2. Lowering costs over time is essential for long-term financial sustainability
  3. New models of care emphasizing coordination across hospitals and care systems, other providers and the community are essential for quality improvement
  4. The quality of care must improve at a faster rate

In our new healthcare network for West-Central Montreal, where is our focus now? The new team is concentrating on:

  1. Aligning the hospital and all community partners, physicians and other providers across the continuum of care
  2. Utilizing evidence-based practices to improve quality of care and patient safety
  3. Improving efficiency through productivity and financial management
  4. Developing integrated information systems

In the words of Dolly Parton, “Storms make trees take deeper roots.” Once we find ourselves on the other side, we will be in a stronger position; our partnerships will be cemented and any obstacles will have been blown down. I am facing this storm, with you and for you.

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Nursing: past, present and future

This is Nurses Week. What a wonderful opportunity for us all to acknowledge the incredibly important role our nursing colleagues have in the care of our patients and clients, and to recognize their significant contribution to the strengthening of the social fabric of our caring community. 

Although the origins of nursing predate the mid-19th century, the history of professional nursing traditionally begins with Florence Nightingale. Nightingale, the well-educated daughter of wealthy British parents, defied social conventions and decided to become a nurse. The nursing of strangers, either in hospitals or in their homes, was not then seen as a respectable career for “well-bred” ladies. In a radical departure from this view, Nightingale believed that well-educated women, using scientific principles and informed education about healthy lifestyles, could dramatically improve the care of sick patients. Moreover, she believed that nursing provided an ideal independent calling full of intellectual and social freedom for women, who at that time had few other career options. 

Fast forward to today… 

We are in the midst of a tremendous transformation of the health care and social services sector. Just about everything we have taken for granted for years- even decades, is crumbling, and at a pace that is really somewhat breath-taking. This is not a bad thing. It has been a long time coming. 

Bringing our new CIUSSS to life is just one part of this transformation. However, the most fundamental of changes will be driven by technology that will permit us to effect the right types of interventions in the right places at the right time in ways we could only dream of even a few short years ago.

The excitement building around mobile health (mHealth) is increasing at an exponential rate. The technologies! The access to care! The consumer involvement! The clinician (nurse, allied health professionals and physician) tools! There are so many exciting possibilities offered by mobile health in the hospital and the community, and I think this is the next challenge and opportunity for Nursing. Most often on the front lines of patient care, nurses are the people using the technologies, facilitating the access, involving the consumer, communicating with physicians, and therefore, it’s imperative that they are directly involved in the creation of mHealth. Excluding nurses from the front-end development and deployment of technologies will result in wasted time and money, as technologies can only be successful with the early input from end users. 

Although the delivery of healthcare is in a state of creative chaos in today’s healthcare delivery environment, the one facet that is consistent is the nurse. As mHealth grows and becomes the standard of practice, it will be vitally important for nurses to be engaged in the development of these new delivery models. I for one look forward with great anticipation to observe how the core values of Nursing- human dignity, integrity, autonomy, altruism and social justice, will be applied to these new challenges.

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A new beginning blooms

As I sit in the still of the night to compose this blog entry, I am struck by the symbolism of the week at hand. April 1st marks the official start of operation of our new CIUSSS du Centre-Ouest. Rather than this conjuring up thoughts of April Fool’s Day, I would prefer to think that the date was chosen because it is the start of the new fiscal year! But then again…

This is also the beginning of spring, a time when things begin to blossom and to grow anew. So too with our new organization, which is finally being brought into the world after some rather prolonged birth pangs.

Of course, this time of year is also associated with the holidays of Easter and Passover. It is interesting that the Last Supper served the dual purpose of venerating Passover, the escape of Jews from slavery in Egypt, and the establishment of a new religion, Christianity. So too, the creation of our CIUSSS, in particular, represents a coming together of these rich community heritages. The greatest contributions to the world of both traditions can be summarized in five words: memory, optimism, faith, family and responsibility.

As we move forward together to bring the vision of our integrated network of care to life, we should always be guided by these words and remember that we are charged with both a responsibility to the past and a commitment to the future.

Over the coming weeks, I look forward to meeting as many staff from our network as I can, and together beginning the task of building the future of health care and social services in the west-central territory of Montreal.

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The times they are a-changin’

Law 10 is clearly a transformative moment in the history of healthcare legislation in Quebec. As the PDG for our region, I am not satisfied with the current state of healthcare delivery. I know that we can do much better! It is for this reason that I publicly declared my support from the beginning, when Bill 10 was unveiled.

The fundamental goal, which we must strive toward, is to improve value for patients. Here, value is defined by the results that are important to patients in relation to the cost associated with realizing these results. 

We have an opportunity to build something new and something special. As football coach Vince Lombardi said, “Perfection is not attainable, but if we chase perfection we can catch excellence.” I invite you to join with me on this awesome adventure.

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Thank you and best wishes
for the new year

As another eventful and challenging year comes to an end, I would like to extend my appreciation to everyone on staff at the JGH for your priceless contribution in enhancing the healthcare experiences of our patients in 2014. This has been my vision for the hospital since I became Executive Director a little over a year ago—a vision to be renewed in 2015 and in the years to come.

The concepts behind this vision are summarized in the JGH video “Compassion by Design”, whose title symbolizes the approach that you have used in safeguarding the well-being of our patients, while striving to provide them with compassionate treatment and care of superior quality.

As we prepare for the great changes that lie ahead in 2015, our duties and responsibilities remain unaltered: to keep improving the patient experience at the JGH for the benefit of those who rely on us. In that spirit, I would like to wish you and your loved ones a merry Christmas, a happy Hannuka and a new year of good health, happiness and personal and professional fulfilment.

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The 5 Ws: How I define the
Exceptional Patient Experience

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The JGH will still be the JGH

I hosted two CEO Open Forums for staff earlier this week to introduce Bill 10, the most profound piece of healthcare legislation ever enacted by the National Assembly.

Here is a video of the second session, for those of you who were unable to attend, or who wish to once again view my presentation and subsequent Q&A.

Now this is not the end. It is not even the beginning of the end. But it is, perhaps, the end of the beginning.—Sir Winston Churchill

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Reflections on the eve
of Rosh HaShanah,
the Jewish New Year

The Quebec Health Ministry has begun to roll out changes it hopes will significantly improve the province’s healthcare system. Similar changes are occurring throughout Canada, the U.S. and Western Europe. In this regard, Quebec is in fact a little late to the table.

While these changes may be overdue, they nevertheless present the hospital with significant challenges. Victor Frankl, a Viennese psychotherapist who survived many concentration camps, including Auschwitz, held the view that our lives are determined not by what happens to us—but by how we respond to what happens to us. On our shores, our hospital’s founders, whose community encountered discrimination within the health system and well beyond, remained undeterred by the overwhelming odds they faced and went on to build the JGH. They succeeded, during the Great Depression no less, in carving out something remarkable and enduring, from nothing.

Within every community and every organization, there are trials, tests and tribulations. However we need to see these providentially, as a route to a future good. As the Lubavitcher Rebbe always used to say, a descent leads to an ascent. Strong families and communities have a clear sense of what their ideals are, and they are not blown off course by the winds of change.

The underlying values of the communities that continue to support the JGH, which are deeply embedded in the hospital, have driven our achievement over the years. After all, it is in the DNA of the institution to be innovative, focused on quality, community-grounded, and inclusive, providing care to all.

As CEO at the Jewish, I appreciate that I am very much the keeper of these values, and it is a sacred trust that I take extremely seriously.

At this time of the year, on the eve of the Jewish New Year of Rosh HaShanah, it is appropriate that we reflect on the achievements and the challenges of the year now ending. But we must also be laser-focused on securing the future. We are gathered today on the threshold of what could be the single greatest transformation in healthcare in Quebec. The fact that this time of change coincides with the beginning of the new year portends only good things for us and for our hospital community.

Rosh Hashanah IMG_1774I think that we are entering a very auspicious era in healthcare in Quebec, one that represents a tremendous opportunity for the JGH going forward. We will continue to strive for excellence, but we will also strive to ensure that the objectives and principles and values of the JGH, which we hold so dear and which are at the core of the hospital’s identity and existence, are preserved and transcended.

A sweet and happy New Year to you. I hope to see you all well and happy in the coming year.

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Eyeing the future of healthcare

For the past couple of years, I have been saying to anyone who would listen that we had entered a strategic inflection point, a concept developed by Andy Grove, former CEO of Intel Corporation, to describe a time in the life of an organization when its fundamentals are about to change dramatically. This point in time builds up so insidiously that you may have a hard time even putting a finger on what has changed, yet you know that something has. Some have even characterized this time as akin to entering “the valley of death”.

Indeed the fiscal reality that we now face is difficult, to say the least. But we should view this challenge as a marvelous opportunity to reimagine what we want our institution to be and how we want to deliver care to our patients. We are well passed the time when we can do everything— certainly we cannot do everything to the highest of standards.

Thus I believe we should take advantage of this time to engage in a period of thoughtful reflection in order to prepare for the next stage in the ever-unfolding story of the JGH. Read more ›

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