Circle of Care Annual Report - 2015/16

Annual Report

2015-2016

HELPING CAREGIVERS HELPING AT HOME HELPING IN THE COMMUNITY

Sinai Health System: Where care connects

Connections are at the heart of Sinai Health System. MISSION

We are working to forge stronger connections between patients and caregivers, Sinai Health System delivers exceptional
colleagues and care settings and research and treatment. By leveraging care in hospital, community and home,
the power of connections, we are creating a new, seamless care focusing on the health conditions with
experience that centres around our patients, their the greatest impact on the overall health
families and their health goals. of the population.

The best care happens when We discover and translate scientific
things connect. breakthroughs, develop practical health
solutions, educate future clinical and
scientific leaders and lead efforts to
eliminate health inequities.

VISION VALUES Excellence Accountability Collaboration Equity Innovation
Person-centred care
Canada’s leading integrated
health system, pushing the
boundaries to realize the best
health and care from healthy
beginnings to healthy aging
for people with complex
health needs.

CIRCLE OF CARE ANNUAL REPORT 2015-2016

Circle of Care has experienced an incredible year. Into our second We are inspired to move forward because we know what we
year as an affiliate of Sinai Health System, we continue to be are capable of achieving. Whether working behind the scenes,
inspired by the belief that the best care is connected care. Our or face-to-face with clients, our staff are reminded each day
four organizations – Mount Sinai Hospital, Bridgepoint Active that they are part of something bigger. We have committed to
Healthcare, Circle of Care and the Lunenfeld-Tanenbaum Research a major paradigm shift, and that will not happen over night; but
Institute – share a reputation for excellence and a combined with more than 1,000 of some of the best, brightest and most
300-year history of caring for people with some of the greatest dedicated people working together at Circle of Care, we have no
needs in our city, province and country. Together we are creating doubt that we can realize the best care possible for our clients.
a model for integrated care across all parts of the health care
continuum, including acute care, rehab and home care.

The early part of this year saw some changes in our
organizational structure following the retirement of our founding
President and CEO, Michael Scheinert, after 42 years of service.
Through his leadership, he created a platform on which to
continue to build a tremendous future for Circle of Care, and
we remain committed and focused to realizing excellent care
for all and driving quality and better health care outcomes
for the clients we serve. We thank Michael for his vision and
achievements over the years.

As we chart our new course, we will be guided by our recently Allan Rudolph Carey Lucki
launched vision, mission and values. In essence, they speak to
collaborative care; challenging conventional thinking; elevating Chair, Board of Directors Interim President/
standards of care by addressing broader health needs; and Circle of Care, Vice President Client Services
addressing the gaps in care for clients with the highest needs. It Sinai Health System Circle of Care,
is these guideposts that will help us re-imagine care. Sinai Health System

CIRCLE OF CARE ANNUAL REPORT 2015-2016 1

Improving quality of life for seniors
in our community

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Advancing technology and innovation

Throughout 2015, our Information Technology Department
worked diligently to create our own mobile application program
that would synchronize with our in house electronic health care
record, scheduling and coordination system and HR/Finance
system.
This collective masterpiece enables us to provide our personal
support workers with secure mobile devices that provide
up to date and timely scheduling information, geo tracking,
electronic visit verification and client signature for additional
visit confirmation. It allows our service coordination and intake
system to be connected to our staff and monitor service. We are
continuing to refine our application with the addition of client
care plans, notification of on-the-spot worker availability and
downloadable learning and development modules.

This initiative has contributed to redesigning the
system to support quality care, timeliness and
efficiency and demonstrates our continued
commitment to relentless improvement.

CIRCLE OF CARE ANNUAL REPORT 2015-2016 3

Creating partnerships that make a difference for our clients

July 1st 2015 marked the launch of Circle of Care’s iRidePlus individuals who are unable to drive themselves and it can be
program and its new partnership with the Central Local Health effective at reducing social isolation, particularly for more
Integration Network (CLHIN). This exciting initiative involved the vulnerable populations with limited caregiver supports.
implementation of a new model for community transportation
services with Circle of Care and CHATS – Community Home Clients now benefit from the new streamlined intake process,
Assistance to Seniors. Under the new model, there is a single one number to call, standardized operating procedures, and
virtual call centre where clients can simply call 1-844-iRide01 efficiencies generated from the new program.
(1-844-474-3301). In addition, the new transportation model
employs technology where all transportation providers are using
the same software system (Trapeze Novus) for the booking,
scheduling and optimizing of rides. Vehicles are now equipped
with Driver Mate, a dashboard mounted communication and
GPS system that updates the rides, routes and road conditions
in real-time further enhancing the client’s experience. The new
transportation model aims to improve access, response times
and standardization in order to better meet the evolving needs
of Central LHIN residents and improve client centred care.
Transportation needs are becoming increasingly important for
seniors as many require assistance to medical appointments,
social activities and to adult day programs. Providing
transportation services to seniors is especially important for

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Serving our roots

In 2015, Circle of Care became one of the ten
largest recipients in the world of specialized
funding for Holocaust Survivors allocated by the
Conference on Jewish Material Claims Against
Germany, on behalf of the German government.
This funding has allowed us to support Survivors in
the areas of personal care, transportation, Kosher
Meals on Wheels, and participation in Circle of
Care’s Day Centre for Seniors. In addition, financial
assistance is provided for medical, dental and
medication costs. This has enabled Survivors to
receive additional access to publicly funded hours
and support them to remain as independent as
possible in their homes and community. As we
interact with our clients and families and hear their
stories every day, we are reminded of the horrors
they endured.

As such, Circle of Care remains
committed to Holocaust Survivors
and we will ensure their lasting days
are met with dignity, support and
independence.

CIRCLE OF CARE ANNUAL REPORT 2015-2016 5

Expanding our workforce

The image of Circle of Care is a collective identity of each Rosie Balaquaio spends her days helping
individual who contributes to its mission, vision and values. clients with tasks that most of us take for
In order to convey exceptional services, we need exceptional granted: getting out of bed, bathing, eating
people. In 2015/2016, we have been fortunate to expand our and going for a walk. Yet, as simple as
workforce and increase our bench strength to better serve these tasks may seem, her assistance is life
our clients and families. The shift to increasing complexity changing by helping people preserve their
of medical conditions means clients are coming home from independence.
hospitals sooner and requiring more specialized care. CCAC
volumes have increased, and as a result, we expanded
exponentially to service this growing need. As our Holocaust
Survivor program widened in 2015, Circle of Care required
even more support. As a result, we now have over 800 personal
support workers providing the best care to our clients.

Health Quality Ontario published 2014/2015 results on
‘Satisfaction with Personal Support Services’. In the Toronto
Central LHIN region, Circle of Care had the highest rating with a
score of 98% when compared with all other agencies.

Circle of Care knows how special and committed our personal
support workforce is. Each worker is a brand ambassador of
Circle of Care and has the responsibility of ensuring the care
they provide adheres to program standards and quality.

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Helping hands make a difference

In addition to the daily efforts of our employees, many of our To ensure our volunteers feel supported and empowered, our
programs could not function without the tireless dedication Volunteer Advisory Committee has been revitalized with the
of our volunteers. This past year, our passionate team of 449 intent of implementing a new Volunteer Satisfaction Survey and
volunteers contributed 27,480 hours of service and care for reviewing the fourteen standards that are part of the Canadian
clients and have managed to expand our existing services in the Code for Volunteer Involvement. Recommendations coming
following ways: out of this review will be implemented to ensure Circle of Care
continues to offer a robust, well managed volunteer program.
• Delivery of 158,098 kosher meals to seniors and people with
disabilities

• An increase in connections through our Friendly Visiting
Program and Phone Pal Program, designed to support
clients who are lonely or isolated

• Training for three new cohorts of hospice volunteers who
provide companionship and respite care for clients facing a
terminal or life threatening illness.

We have also introduced new opportunities through our
volunteer services including a partnership with St. John
Ambulance to offer a Therapy Dog program for hospice clients
and those who take part in our Adult Day Program. The addition
of a certified Reiki Master to assist hospice clients, and a new
Social Group at one of our assisted living hubs, is also bringing
added benefit to the community.

CIRCLE OF CARE ANNUAL REPORT 2015-2016 7

Our financials

The following charts show the distribution of revenue and expenses for
Circle of Care for 2015/16.

REVENUE ($000s) For the year ended March 31, 2016

$21,153 Fees for services - CCAC
Fees for services - Other
$10,286 $2,431 Grants and contributions - LHIN
$182 $7,075 Grants and contributions - Other
Other
$723 Fees for services - Holocaust

EXPENSES ($000s) For the year ended March 31, 2016

$10,087 Professional and administrative salaries
Other administrative costs
$22,585 $3,110 Employee benefits
Direct program costs
$4,303 Amortization of capital and intangible assets
$3,802 Hourly wages

$385

Financial statements audited by Crowe Soberman LLP.

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Leadership Funders & Partners

BOARD OF DIRECTORS Central Local Health Integration Network
Community Care Access Centres: Central; Toronto Central; Central East;
Allan Rudolph, Board Chair Central West
Harvey Bernstein, Secretary Ministry of Health and Long Term Care
Alan Dessau, Treasurer Conference on Jewish Material Claims Against Germany
Jay S. Hennick, Ex-Officio Member UJA Federation of Greater Toronto
Michael Hollend United Way Toronto & York Region
Brian Lass City of Toronto
Joseph Mapa Centre for Independent Living Toronto
Stephen M. Pustil Ministry of Citizenship & Immigration
Dr. Les Richmond, Past President
Bernice Royce Affiliates
Robert A. Rubinoff
Circle of Care Foundation
EXECUTIVE TEAM Habayit Shelanu Seniors Residences Corporation
Association of Jewish Seniors
Carey Lucki,
Interim President, Vice President, Client Services CIRCLE OF CARE ANNUAL REPORT 2015-2016 9

Mary Louise Hall,
Vice President, Finance

Vin Singh,
Vice President, Technology & Information Systems

Silvia Marabeti,
Vice President, Human Resources & Administration

Arnold Foss,
Director, Holocaust Survivor Services & Community
Relations

Supriya Gade,
Director, Quality Assessment and Process
Improvement

Dane Clarke, Director, Client Services

Dr. Samir Sinha, Chief Clinical Officer