Realizing the vision of Integrated Client Care involves big changes in how staff at Community Care Access Centres (CCACs) and their community service providers organize their work. To help the participating organizations understand what changes are needed and measure their impact, the project will use a proven, systematic approach to implementing new ways of working.
Quality improvement plans
CHQI will help interdisciplinary Improvement Teams at the four
early implementation sites embark on a process of quality improvement. Collectively, they will engage clients, service providers and senior leaders in a process to examine their current business and care practices. Then, they will design a new future state that will support the delivery of more specialized, integrated, and coordinated client care.
The difference between their current practices and the desired future state will drive the development of a local quality improvement plan that describes what changes can be made, and when and how they will happen. Ongoing measurement of the processes and their impact on clients will inform the teams and senior leaders of the progress they are making towards Integrated Client Care.
A journey, not a destination
Quality improvement is an ongoing journey, not a destination. To help CCACs and their service providers make quality improvement a core business practice, CHQI will offer coaching and expertise in project management, improvement science, and change leadership and management.
Through action-based learning, each site will gain a trained improvement Advisor, project Leads, and executive Sponsors who will support the change process in tangible, hands-on ways. In addition, sites will have opportunities to learn from one another, for example by sharing their expertise relevant to the six key elements of the new care delivery model and their experience in resolving barriers to change, and by posting the tools they develop to support their improvement work.
CHQI’s responsibilities
More specifically, CHQI will support the implementation of the Integrated Client Care model by:
• training Improvement Advisors,
• facilitating value stream mapping sessions to identify the gap between the current model of care and the new model, and to develop a prioritized implementation plan,
• coaching the participating organizations through on-site events, teleconferences and webinars as they implement their improvement plans,
• training each Improvement Team in improvement science and methodologies, based on local needs and the change ideas each team identifies,
• educating/meeting with senior leaders of the site partners to ensure their buy-in, support and tangible involvement in the improvement work,
• developing tools and templates to support the improvement work and performance reporting,
• developing process, outcome and balancing measures to evaluate the extent to which the changes in process are leading to improvement,
• helping OACCAC communicate about the project’s progress and achievements, and
• identifying barriers to improvement and communicating these to appropriate parties.
Project Lead: Susan Taylor