Ken White, Supervisor
William Osler Health Centre

Dear Community Members:

In recent months there has been considerable community and media attention paid to William Osler Health Centre (WOHC), particularly Brampton Civic Hospital, the newest member of our hospital family which also includes Etobicoke General and Peel Memorial Hospitals. Peel Memorial is temporarily not in service while the Central West Local Health Integration Network (CWLHIN) plans for its redevelopment.

Supervisor's role
On December 31, 2007, the Minister of Health and Long-Term Care (MOHLTC), the Honourable George Smitherman, announced my appointment by Order-in-Council as Supervisor for William Osler Health Centre. I would like to explain what that means for your community hospitals.

With the assistance of Osler's board of directors, my role is to guide the future direction of all three hospitals to ensure the best possible health care for residents of Brampton, north Etobicoke and the surrounding area. I will provide direction to the medical staff and senior management team that oversees the health centre, review issues related to human resources and wait times, and address other issues about the way hospital services are delivered. I will report directly to the Minister on these matters. Another goal is to work with the CWLHIN to conclude plans for the Peel Memorial site.

The Supervisor position is not permanent but rather a temporary solution to help the health centre meet some immediate challenges and set the foundation to achieve longer-term goals. I am pleased to share with you some of the steps that have been taken to date:

Initiatives Underway

• The Provincial Auditor is conducting an independent study of the Brampton Civic Hospital project, and specifically the elements associated with a P3 (public private partnership) project. We look forward to the results of this review.
  
• A new independent panel is being created to review any patient concerns that are not satisfactorily resolved through existing WOHC processes. The panel will investigate incidents that raise significant patient issues and report back to me directly. The panel will include WOHC's Chief of Staff and the Chiefs of Staff from Credit Valley Hospital and Trillium Health Centre. Although there are privacy and confidentiality issues with respect to what William Osler Health Centre – or any public hospital – can or cannot say about patient care, our aim in responding to patients and families about quality of care issues is to be open, responsive and accountable.
  
  Please note that WOHC's Patient Ombudsman is readily available to work with patients and families and staff to resolve any concerns. The review panel is being put in place to investigate matters where there are significant issues regarding the quality of clinical care.
  
• I have commissioned an independent review of quality, patient safety, best practices and risk management. That report will be completed in a few weeks and will assess current processes and practices and make recommendations where necessary to improve the effectiveness and outcomes of these important aspects of care.
  
• An internal review of staffing needs is underway.
  
• A 14-point plan is being implemented to address patient care in the Emergency Department.
  
• A Patient Flow Task Force is identifying the best process for moving patients more quickly and efficiently through the Emergency Department until they are released or admitted to an inpatient bed.
  
• In order for our staff to provide the best possible care and service, we need to improve our work environment. A happy staff equals happy patients. Champions of change from all levels of the health centre have come together in a task force to identify issues, brainstorm ideas and lay a foundation for change. I am personally meeting with staff at all levels to hear their concerns and inspiring ideas.
  
• We are looking at ways of sharing accurate information with our community, while still protecting the privacy and confidentiality of patients and families.
  
• To improve communications with our community, a task force has been struck to review and recommend ways to engage multicultural and religious groups, business and special interest groups, our health care partners, and the community at large.

Transformation is never simple or quick, but the most important factor is that it must begin. We have begun the journey and hope that we can count on the understanding and support of our community through this time of adjustment.

Accuracy of Information
One important point I would like to make is in regard to the accuracy of information surrounding recent events and care provided at WOHC hospitals. Incomplete or misinformed statements can have a damaging affect on the hospital's ability to fundraise and to recruit and retain good health professionals. Improved communications with our community should alleviate this from happening in the future.

I have great respect for the staff and physicians across William Osler Health Centre, many of whom I have worked with for more than a year in my role as an investigator assisting with the opening of Brampton Civic Hospital. These men and women provide a high level of service to a very large and complex patient population, and that is no small feat. The recent nation-wide study on hospital mortality clearly showed that Osler's hospitals are among the very best in Canada.

To improve the quality of care we deliver, we need a strong organizational vision, we need fiscal sustainability, we need to develop guiding principles to simplify decision-making and we need to create a patient and family experience that is as close to ideal as possible. I have committed to working with staff and physicians as well as the community to achieve these goals. I will continue to report on our progress and encourage you to find the most recent news about your local hospital by visiting our web site at http://www.williamoslerhc.on.ca/.

The future of William Osler Health Centre will have a direct impact on the community that it serves. In order to continue providing excellent health services and recruiting high-calibre physicians and staff, the hospital needs the strength of its staff, physicians, volunteers, donors, politicians, and area residents. We must be united in support of the hospital to ensure that it is there for our families when needed.

Ken White
Supervisor
William Osler Health Centre

Punjabi Translation