Video B-Roll via Satellite - New Change Foundation report puts human face on navigating Ontario health system



    Some Ontarians confused and frustrated by delays, redundancies and poor
    communication

    TORONTO, June 11 /CNW/ - The following B-Roll is available at the listed
times and co-ordinates:

    
    DATE OF FEED:      Thursday June 12, 2008
    TIME OF FEED:      10:00 AM EDT - 10:30 AM EDT
    CO-ORDINATES:      Anik F2 C, Transponder 3B
                       Audio subcarrier 6.2 and 6.8
                       Downlink frequency 3820 vertical
    

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    DATE:        Thursday June 12, 2008
    TIME:        10:00 AM EDT - 10:30 AM EDT
    

    http://cnw.pathfireondemand.com/viewpackage.action?packageid=72

    STORY SUMMARY: (TORONTO) -

    Toronto, ON, June 12, 2008 - Ontarians want and need clearer two-way
communication among all the parts and players in our health system and better
coordination of services, according to a new report released today by the
health policy think tank, The Change Foundation.
    Who is the Puzzle maker? Patient/Caregiver Perspectives on Navigating
Health Services in Ontario is The Change Foundation's first health integration
report. It draws on several sources: findings from 10 focus groups with
patients and caregivers across Ontario who've navigated the health system in
the past year; results from a general Ontario population survey asking about
communication and information flow in the health-care system; a literature
review on public expectation and patient experience of integration of health
care; and a scan of who is measuring what in health integration in Ontario.

    VIDEO DETAILS:
    --------------
    Broadcasting CUES
    1) ENG VNR BACKGROUDER (RT: 4:30)
    2) CLIPS: Cathy Fooks Executive Director, The Change Foundation, Gail
Donner, The Change Foundation, & Clips with 4 focus group participants.
    3) GENERAL BROLL-VIS of focus groups, BROLL of interviewees, general
healthcare VIS
    4) REPEAT ALL ELEMENTS


    SCRIPT THE CHANGE FOUNDATION VNR BACKGROUNDER
    ---------------------------------------------
    BETTY SKUFFHAM

    I don't think that any patient should have to be running around looking
for information. I think it should come to you.

    NARRATION

    Toronto resident Betty Skuffham has been through two mastectomies,
cataract surgery and a mini stroke and to top it off she's often had to chase
down lab results and coordinate her healthcare.

    BETTY SKUFFHAM

    You've had tests or you've had surgery or you've had something and what
is the result of that? I shouldn't have to phone and say, hello how am I. You
know, they should phone and tell me how I am and what is the next step.

    NARRATION

    This spring, The Change Foundation a health policy think tank heard from
100 patients and caregivers like Betty at 10 focus groups held across the
province.

    CATHY FOOKS Executive Director, The Change Foundation

    The Change Foundation clearly heard through its research, that there is a
lack of coordination and a lack of communication across the health-care
system. Patients and caregivers in this process are often left feeling
confused, frustrated, and sometimes even forgotten.

    NARRATION

    These stories and experiences from the focus groups are part of The
Change Foundation's first annual health integration report, Who is the
Puzzle-maker? Patient/Caregiver Perspectives on Navigating Health Services in
Ontario.

    GAIL DONNER, Chair, The Change Foundation

    The work we've been doing with focus groups is important because,
actually believe it or not, the views of patients and caregivers, is not
really known, as it relates to how the various pieces of the health care
system fit together.

    NARRATION

    And that's also important because Ontario is currently bringing a range
of services together for the first time under one umbrella - from hospitals to
long-term care to home care. And The Change Foundation believes the views of
patients and caregivers are critical to help connect the pieces of the
health-care puzzle, so that good care and coordinated care are not left to
luck.
    But, many Ontarians say we've got a long way to go. In May, when The
Change Foundation tapped into a general survey of Ontarians, it found that 54
per cent reported they were not confident there was a single, lead person in
charge of coordinating their health-care services.

    RON CATTERALL

    I was a primary caregiver for my mother-in-law who was 92 and just passed
 away.

    NARRATION

    72-year-old Ottawa resident Ron Catterall had a difficult time managing
the complexity of his mother-in-law's care.

    RON CATTERALL

    We made many trips to the hospital and doctors the diagnosis never really
solidified whether she should get a puffer or whether the nitro pills should
be changed because it's a heart problem or a lung problem. I mean that never
got really discussed or communicated.

    NARRATION

    And with over 27% of Ontario residents caring for loved ones with serious
health problems better coordinated care will make it easier for hundreds of
thousands of caregivers. Just for a senior to try and take care of another
senior, ah it's difficult.

    NARRATION

    And for Isabella Fernandes who has asthma, diabetes and high blood
pressure, she says that too often she's left in the dark about her own health.

    ISABELLA FERNANDES

    Unless I call the doctor several times for appointments to know what my
condition is, then I get feedback otherwise I'm in limbo. Like, you know, I
don't know what's going on with my health.

    NARRATOR

    Beyond coordination and better communication, the focus groups reported
other issues:

    
    -   Arriving at appointments to find their labs reports hadn't been
        forwarded
    -   Having to repeat the same tests even within the same institution
    -   Being confused about who's in charge
    -   Having to physically collect and transport test results
    -   No support with difficult transition from hospital to 'home' for
        themselves or loved ones.
    

    NARRATION - FOOTAGE OF RON POLLERA/HCC FOOTAGE

    But the focus group participants also praised the system - especially
those who rely on cancer services as well as those who receive care from teams
of health-care professionals working together.

    CATHY FOOKS Executive Director, The Change Foundation

    Moving forward, the Change Foundation feels it's incredibly important
that the voices of these individuals are part of the ongoing process.

    GAIL DONNER, Chair, The Change Foundation

    In order that we can make a meaningful, and a timely contribution to
improving the experience, and quality of care for patients, and for
caregivers, across the province.

    EXTRA MATERIAL FOR BROLL
    ------------------------
    CATHY FOOKS
    (07:06.23.00) C/U

    So the Change Foundation clearly heard through its research, that there
is a lack of coordination and a lack of communication across the health care
system. Patients and caregivers in this process are often left feeling
confused, frustrated, and sometimes even forgotten. And one of the ways this
problem will be solved is to better integrate services in the province, and
the province is undertaking an integration process whereby hospitals, mental
health care providers, community care access centers, are all going to come
under one umbrella.

    CATHY FOOKS
    (07:06.56.13)

    But this is going to take some time, and in the mean time patients and
caregivers need some attention. So in the process, moving forward, the Change
Foundation feels it's incredibly important that the voices of these
individuals are part of the ongoing process.

    CATHY FOOKS
    (07:12.06.00) W/S

    So we need to continue to work with government, community providers, and
the local health integration networks as they move down this integration
pathway to make sure that the voices of patients and caregivers are at the
table. And if we listen to patients and we listen to caregivers we'll be able
to bridge some of those gaps they are currently experiencing.

    GAIL DONNER (07:25:20.10) C/U

    The work we've been doing with focus groups is important because,
actually believe it or not, the views of patients and caregivers, is not
really known, as it relates to how the various pieces of the health care
system fit together. So the Change Foundation embarked on this work in order
for us to hear the experiences and get a clear picture of how caregivers and
patients see the system, and where they see the gaps in terms of the system
working together to help them with their needs.

    GAIL DONNER (07:24.41.00) C/U

    In order that we can make a meaningful, and a timely contribution to
improving the experience, and quality of care for patients, and for
caregivers, across the province.

    GAIL DONNER (07:27.16)

    And if those system - and if all of the care fit a little better
together, moved a little more seamlessly, I think we'd have a better quality
of care in the province, and we'd have a better integrated system. That's what
the local health integration network or the "LHIN's" were actually set up to
do; to regionalize and coordinate and integrate all of the services. So we
hear from policy makers, we hear from politicians we hear from the whole range
of health care practitioners, we also need to hear from patients and from
their caregivers.

    FOCUS GROUP PARTICIPANTS
    ------------------------
    BETTY SKUFFHAM

    (01:41:29;24) I don't think that any patient should have to be running
around looking for information. I think it should come to you. (01:41:29;24)
you've had tests or you've had surgery or you've had something and what is the
result of that? I shouldn't have to phone and say, hello how am I. You know,
they should phone and tell me how I am and what is the next step.

    BETTY SKUFFHAM

    (01:41:00;29) I feel, to a large extent that the burden of responsibility
is on me to get the information. I find that my family doctor usually has it,
but sometimes the specialists have maybe not communicated with her as quickly
as I might like.

    ISABELLA FERNANDES

    (01:03:19;01), unless I call the doctor several times for appointments to
know what my condition is, then I get feedback otherwise I'm in limbo. Like,
you know, I don't know what's going on with my health.

    ISABELLA FERNANDES

    (01:02:37;28) ... the diagnosis and communication, as well as the lack of
communication from the doctor's office. These are my main issues and the
diagnosis and prognosis it kind of leaves you a question mark whether you're
heading in the right direction or not.

    RON CATTERALL

    (00:01:46;23) ... I was a primary caregiver for my mother-in-law who was
92 and just passed away. Ah we made many trips to the hospital and many trips
to doctors

    RON CATTERALL

    (00:08:13;15) the diagnosis never really solidified whether she should
get a puffer or whether the nitro pills should be changed because it's a heart
problem or a lung problem. I mean that never got really discussed or
communicated.

    RON CATTERALL

    (00:49:35;28) Just for a senior to try and take care of another senior,
ah it's difficult.

    JULIUS TOMS, Toronto Diabetic

    (01:16:20;22): I think what we should have also is a centralized health
file, where all our health information, all our past health history, all our
current medications and all our treatments are in that central file.
(01:16:51;01) So, if I go and get involved in an accident in a remote town
somewhere, the people treating me can instantly know all my problems and they
would now do a much better job on treating me.

    JEAN MCFAYDEN

    Cancer Patient with heart problems & aneurysm
    Toronto

    (01:19:26;20) When I left the hospital, the kind of care that I needed
just was not available. I did get follow-up physiotherapy back at that
hospital and then occupational therapist came and checked that my house was
safe for me to get around, but I needed somebody...just a little bit of
housework help, because at that point I had trouble walking, it wasn't
available.

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