Healthy Living in the North

“Catching people in the net of the team:” patient-centred care in practice

Headshot of Carey Mastre, Mental Health & Addictions Clinician in Mackenzie BC.For Carey Mastre, working in a patient-centred model makes total sense. She’s a Mental Health and Addictions Clinician in Mackenzie who trained in Calgary, AB, at a large not-for-profit agency.

“In practice, the expectation was that we would make contact with the patients’ doctors,” Carey says. “We were allowed to share information with each other, but the doctors and the mental health clinicians didn’t really have time for it. It was rarely fruitful…”

Carey started working with Northern Health in October 2016.

She was initially working offsite from the rest of the health care team, which wasn’t totally functional for her. In January 2018, she moved into the same building as the team and the primary care providers. Because they’re now located together, she can walk the patient to the doctor and vice versa. This has been particularly helpful for patients who are new to the community and for crises.

“At Northern Health, it’s so wonderful to have a scheduled time with the doctors and a working relationship to support client care,” Carey says. “We need to know and trust each other and trust each other’s judgment. Being co-located creates that sense of immediacy and we’re often able to better anticipate and meet the patient’s needs. Everything flows better.”

Another great thing about the team is the flow of information. There are clear ways to follow up with referrals and find out if appointments happened and to learn the outcome.

“It’s super helpful when you’re joining a team to have that regularity. Relationships are created far more quickly. There’s also so much culture to learn at Northern Health; belonging to a health care team allows you to become functional in your role much more quickly – so much is learned through osmosis,” Carey says.

There are two mental health and addictions care providers in Mackenzie and patients come to them either directly or through the doctor’s office.

On a health care team, the team members can also support the hospital, and help the patients when they transition out of hospital.

The team model ensures that “fewer clients fall through the cracks – people are typically caught in the net of the team,” Carey says. “We’re mentally prepared for care transitions and we can better anticipate needs.”

From her perspective, good things did happen in the old model – but she finds it far easier to work as part of a health care team in the new integrated model.

The team in Mackenzie in particular is “just so warm and inviting,” Carey says. “The leaders in Mackenzie really role-model ‘team’ — it’s just been the best thing.”

Bailee Denicola

About Bailee Denicola

Bailee is a communications advisor in the Primary Care Department and was born and raised in Prince George. She graduated from UNBC with an anthropology degree and loves exploring cultures and learning about people. When not at work, Bailee can be found hanging out with her dogs, building her house with her husband, or travelling the world.

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Primary and Community Care transformation is hard: How one nurse changed her perspective

An NH Connections bus parked out front of the Mackenzie & District Hospital & Health Centre.

An NH Connections bus parked out front of the Mackenzie & District Hospital & Health Centre.

At first, changing the way she worked seemed like a terrible idea.

“I don’t like change and I knew I was retiring soon,” Kathy Sloan says.

She was not interested in going through a major career shift.

Kathy, 64, had been a Home and Community Care (HCC) nurse in Mackenzie for 17 years. She mainly worked alone, consulting with the Health Services Administrator on complex issues.

The new way of working, in an integrated primary and community care model, would mean she had to start working on an interprofessional team and in a different way with the primary care physicians.

Kathy didn’t see the benefit.

“I’ve always worked as a team,” Kathy says. “I had easy access to everyone and the doctors and other nurses were always close by.”

“I was in a groove in my role,” she adds. “I resisted the change so much that I wore a groove right in the pavement!”

But when Kathy realized that this new way of working was here to stay, she decided to shift her perspective.

“I started to think about the clients and the people I’m serving,” Kathy says. “If the change is better for them, then I need to get on board.”

Fast-forward a year or so, and now Kathy is on an interprofessional team that she describes as “great,” with “awesome support” for each other.

Kathy has seen many benefits from the new team approach.

“Everyone gets on board [to help the patient] quicker,” she says. “As we work together, it’s so fruitful.”

Other benefits Kathy has seen from working in an interprofessional team:

  • The team is very client-focused.
  • It’s amazing what comes out of team huddles in only a half-hour period.
  • Everyone is contributing – community paramedics, primary care nursing, life skills worker, doctor, mental health counsellors, etc.
  • There is more awareness of serving the client and helping out other team members.

“I really felt defensive to the change at first,” Kathy says. “It made me question, was I doing my job properly?”

But in the end she came to realize that the changes were not about her, they were about the people we are here to serve. Kathy has a great team lead in Mackenzie who has been supportive throughout the process and collaboration is so much easier now.

To anyone who is new to the work, or maybe even struggling with the change, Kathy suggests to just “keep going, you are always developing and changing at work, as a person and in life. There are good leaders out there that will help you in your transitions, connect with them, share your frustrations, ask for help and push past your comfort zone and take a chance on moving forward!”

Bailee Denicola

About Bailee Denicola

Bailee is a communications advisor in the Primary Care Department and was born and raised in Prince George. She graduated from UNBC with an anthropology degree and loves exploring cultures and learning about people. When not at work, Bailee can be found hanging out with her dogs, building her house with her husband, or travelling the world.

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Reflecting on the Wildfires of Summer 2017

One year after the wildfires that changed the summer for many people across BC, Northern Health is taking the time to reflect on some lessons learned from the experience.

Last year, Northern Health committed to helping the people who were evacuated from Williams Lake and the surrounding communities. We worked to set up a temporary doctor’s office and nurse practitioner office in the College of New Caledonia in Prince George.

Staff posing in doorway.

Situations like the 2017 wildfires are an opportunity to form important connections between health care workers who normally work in different facilities or different departments in Northern Health, and with family doctors and nurse practitioners and specialists

Looking back on the response to the 2017 BC wildfires, we are proud to share the following lessons learned:

  1. There is so much importance in providing the right care to the right patient at the right time.
  2. Communication is essential, from the use of an electronic medical record and internal communications with staff, to external communications with the evacuees and to the community of Prince George.
  3. Situations like this are an opportunity to form important connections between health care workers who normally work in different facilities or different departments in Northern Health, and with family doctors and nurse practitioners and specialists.
  4. Forming partnerships between local organizations are essential (for example, we worked very closely with many, including Prince George Division of Family Practice, First Nations Health Authority, Red Cross, Health Emergency Management BC, Interior Health, the City of Prince George, etc.)
  5. Team-based care (doctors and nurse practitioners working with a team of health care professionals such as nurses, occupational therapists, and counsellors, etc.) will provide the best care that the patient needs.

Do you have any more important lessons to add? Share your story in the comments!

Bailee Denicola

About Bailee Denicola

Bailee is a communications advisor in the Primary Care Department and was born and raised in Prince George. She graduated from UNBC with an anthropology degree and loves exploring cultures and learning about people. When not at work, Bailee can be found hanging out with her dogs, building her house with her husband, or travelling the world.

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