2 0 1 8 - 2 0 1 9Annual Report

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Table of Contents

A Message from the Chairperson ...............................................................3

About Giiwednong Health Link ...................................................................4

Highlights from 2018-2019 ..................................................................... 5-7

EMR Support Ticket Summary ....................................................................8

EMR User Statistics .....................................................................................9

2018-2019 Gallery ............................................................................... 10-11

Operations and Governance .....................................................................12

Financial Summary Report ........................................................................12

Looking Forward .......................................................................................13

Digital Health Infostructure Milestones ....................................................13

About our EMR Solution ...........................................................................14

Our Members ............................................................................................15

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A Message from the Chairperson

Aanii and greetings from the Giiwednong Health Link (GHL)! We are delighted to provide this year’s 2018-19 Annual Report to you which showcases the highlights of another very successful year at GHL.

With the Electronic Medical Record (EMR) implementations completed in the previous year, GHL understood the importance of supporting the new EMR users through various Capacity Building activities. We wanted to ensure that the new EMR users had a good working knowledge and adequate comfort levels when working with the new software. A total of 512 Support Tickets were resolved by the GHL Team over the year through a combination of both on-site and remote support services.

We were also very pleased to have coordinated and hosted an EMR Users Conference at which two expert TELUS Health trainers led numerous training sessions for 65 event participants. A wide array of PS Suite EMR training topics were delivered that were aimed at varying EMR User skill levels. As well, in partnership with the Alliance for Healthier Communities, GHL coordinated a Privacy and Security Awareness training event which was attended by 42 EMR User participants.

It is such community engagements activities that have encouraged the growth of strong eHealth foundations in our First Nation Health Centres. For instance, the number of active EMR Users in GHL’s member First Nations have grown from 222 in last fiscal to 244 users in this fiscal year. EMR logins in the amount of 81,180 were completed throughout the fiscal year. Leading the EMR technology shift in # of logins were Nurses (41%); Personal Support Workers (21%); and Mental Health Workers (17%).

Furthermore, numerous new eHealth Initiatives and EMR enhancement projects were implemented to build upon GHL’s robust eHealth momentum. In accordance with our strategic planning and our eHealth survey of EMR users, we were very pleased to have initiated EMR Reporting Solutions (via Ocean), Appointment Reminders (via Chronometriq), and EMR Links Planning with our regional Aboriginal Health Access Centre partners.

On behalf of the GHL Board of Directors, I wish to extend gratitude to GHL’s First Nation member stakeholders for their commitment to GHL’s digital health solutions. By embracing eHealth technologies, we can realize meaningful health information that will foster improved health outcomes in our First Nation communities.

Please enjoy this year’s Annual Report!

Meegwetch,

Leila Macumber, Chairperson

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About Giiwednong Health Link

Left to Right: Pam Debassige, Carmen Wabegijig-Nootchtai, Leila Macumber, Mary Jo Wabano, Rhonda Peltier, Craig Abotossaway

GHL’s Board of Directors

Giiwednong Health Link (GHL) is comprised of fourteen First Nations community stakeholders on Manitoulin Island and the North Shore Region of Lake Huron. GHL was incorporated under the Canada Not-for-Profit Incorporation Act in 2015.

In partnership with the Government of Canada via funding from Indigenous Services Canada, GHL collaborates with strategic partners in the health sector to support First Nation communities in the development of digital health solutions, shared service, and implementation of electronic health records.

ValuesThe Seven Grandfather Teachings of the Anishinabek guide the work and behaviour of GHL: Nbwaakaawin (Wisdom); Zaagidwin (Love); Mnaadendmowin (Respect); Aakedhewin (Bravery); Gwekwaadziwin (Honesty); Dbaadendiziwin (Humility); and Debwewin (Truth)

Principles• Accountability• Capacity• Communication• Privacy• Transparency

Vision Improved health and well-being of GHL First Nations community members through digital health innovation.

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Highlights from 2018-2019

Capacity Building

On Site and Remote EMR Support Services:

512Support Tickets Resolved

Total Number of EMR Users (at March 31, 2019):

244(Up from 222 in 2018)

EMR Logins (completed throughout fiscal year):

81,180Leading EMR User Categories (number of logins):

41% Nurses 21% Personal Support Workers 17% Mental Health Workers

Privacy and Security Awareness TrainingPrivacy and Security Awareness Training Event on June 26, 2018 in Serpent River First Nation. 42 participants attended this event which was facilitated by Simeon Kanev, Privacy Business Analyst from the Alliance for Healthier Communities

eHealth Advisory Team (eHAT)eHealth Advisory Team (eHAT) formed and 2 eHAT meetings held.

eHealth Survey Results (October 2018)

Privacy and Security Awareness

Training Event

eHAT Meeting

81% Improved Reporting 72% Appointment Reminders 86% Increased IT Support84% Community Health Reports83% EMR Integration with Partners80% Improved Privacy Controls

GHL's EMR user feedback

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EMR Enhancements• Mobile EMR Access: Implemented mobile EMR remote access in

5 First Nations;

• EMR Links Team: Set up with representatives from GHL, Noojmowin Teg Health Centre, and Maamwesying North Shore Community Health Services to liaise/plan for EMR linkages between the Aboriginal Health Access Centres and their respective First Nation member communities;

• e-Forms Customization: 77 e-forms customized by the GHL team to meet the workflow requirements of health centres;

• EMR Analytics and Reports: GHL has commenced investigations into the addition of dashboards to EMRs to enable Health Centres to monitor trends and analyze health performance indicators.

eHealth Initiatives

Appointment Reminders Pilot Project: Commenced a low-cost automated reminders pilot using Chronometriq software to allow clinics to reach patients by e-mail, text or voicemail to remind them of their appointment.

Patient Self-Serve Pilot Project: Ocean – Employing digital patient forms on Ocean software, patients can complete forms and questionnaires online or on a mobile tablet in the Health Centre before their appointments. Completed forms can then be imported into your EMR, offering a cohesive patient record.

Telehealth: Engaged with Ontario Telemedicine Network (OTN) to support plans for the implementation of OTN technology and related training delivery at First Nation Health Centres.

Promotional Tools and Events

• Chiefs of Ontario Health Forum February 2019

• Annual Report 2018• Completed and

distributed 2018 Newsletter

• Attended the Mississauga First Nation Health Fair May 2018

Operational Milestones

• Completed and adopted a Governance Policy

• Secured two-year operational funding from Indigenous Services Canada to March 31, 2021

• Transitioned employee benefits to a more advantageous & cost-effective Benefits program

• Completed twelve electronic Service Level Agreements (SLAs) with First Nation members

• Completed the full recruitments for the reorganized Project Management Office (PMO) Team

Highlights from 2018-2019

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How knowledgeable about the topics were you before and after the conference?

Before After

Very Knowledgeable (5)

Knowledgeable (4)

Some Knowledge (3)

A Little Knowledge (2)

Not at all Knowledgeable (1)

10% 14%

12% 54%

44% 26%

26% 4%

8% 2

Telus Health’s Alison Foster reflected on the day, “Seeing the GHL community of users so engaged, passionate, and driven to make a difference in the community rejuvenates our own passion and excitement for the possibilities in the EMR world.”

Manitoulin Physio Centre Owner Derek Debassige energized those in attendance at the sold-out event with his highly inspiring keynote address which was themed “Build Better Care - Using data to drive better health outcomes”.

EMR User Conference October 25, 2018: 65 EMR Users enhanced their respective PS Suite

EMR skills at this one-day capacity building event.

“I enjoyed everything. Presentations were in depth and helpful. Nice setup and choice of venue. Makes me excited to use PS Suite more often as well as the rest of my health centre.”

EMR USER CONFERENCE PARTICIPANT

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EMR Support Ticket Summary

Support Tickets Per Year

512Support Tickets

This Year!

Types of Support Tickets

■ Form Customization 24%

■ Troubleshooting/Software Bugs 18%

■ Configuration 15%

■ Printing/Scanning/Faxing 14%

■ Network Connectivity 13%

■ Computer Hardware/Software 7%

■ Group Training 3%

■ Reporting 3%

■ Training 3%

EMR and IT Support Tickets

0

100

200

300

400

500

600 2018-19

2017-18

5122018-19

2102017-18

■ EMR 80%

■ IT 19%

■ Research 1%

Quarterly Support Tickets per First Nation

0 20 40 60 80 100

GHL Admin

Zhiibaahaasing

Wiikwemkoong

Whitefish River

Thessalon

SHSS Project

Sheshegwaning

Sheguiandah

Serpent River

Sagamok

Mnaamodzawin

Mississauga

M'Chigeeng

Batchewana

Aundeck Omni Kaning

Atikameksheng

Q1 Q2 Q3 Q4

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EMR User Statistics

GHL Active PSS Users (244 Active Users)

Total Logins by Role

0 20 40 60 80 100

Wiikwemkoong

Thessalon

Serpent River

Sagamok

Mnaamodzawin

Mississauga

M'Chigeeng

Batchewana

Atikameksheng

0 5,000 10,000 15,000 20,000 25,000 30,000 35,000

Medical Transportation Worker

Youth Program Worker

Doctor

HBHC

Community Program Worker

Other Health Professional

SHSS Clinician

Administrator

Secretary/Dictatypist

Mental Health

Personal Support Worker

Nurse

Total GHL Logins

Q1: 16,258 / Q2: 24,147Q3: 20,083 / Q4: 20,422

Throughout the year the EMR usage remained constant during the 4 quarters

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EMR USER CONFERENCEO C T O B E R 2 0 1 8

GHL PMO, Telus Health Professional Services Team and GHL Board Vice-President Craig Abotossaway

E-HEALTH ADVISORY TEAM MEETINGSerpent River First Nation

A U G U S T 2 0 1 8

CHIEFS OF ONTARIO HEALTH FORUMToronto

F E B R U A R Y 2 0 1 9

2018-2019 Gallery

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GHL AGMSault St. Marie

J U N E 2 0 1 8

Gift presentation to Chief Dean Sayers, Batchewana First Nation by Leila Macumber, Serpent River First Nation, Health Manager and GHL President to acknowledge and celebrate the EMR Go Live at the Batchewana Health Centre.

GHL AGMSault St. Marie

J U N E 2 0 1 8

Gift presentation to Roger Beaudin, Health Manager of M'Chigeeng First Nation by Leila Macumber, Serpent River First Nation Health Manager and GHL President to honour Roger's dedication to eHealth and his many years of service on GHLs Board of Directors.

LEFT TO RIGHT: Michael McGregor, Evan Farquhar, Dustin Grant, Bryan Bird, Vicky Hutchison, Jesse Beaudin, and Steven Fox Radulovich.

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This years EMR financial activities included the financial support for the EMR fees, EMR support and the allocation of IT hardware. These investments supported the IT and EMR efficiency and effectiveness of existing health programs and services within GHL member communities. Additionally, other work included investigating and completing IT assessments for connectivity to ensure optimum infostructure performance.

In 2018-19, GHL experienced staff turn over and the creation of a new position. This resulted in three new PMO team members joining GHL. The development and approval of a salary grid was implemented in April 2018. The grid will help to improve staff recruitment and retention.

GHLs operational costs are comprised of office facilities, IT infostructure, communications, administration costs, PMO team travel, and professional development requirements.

The GHL Board of Directors facilitated sound governance practices through its quarterly, special board, and AGM meetings.

This year’s governance oversight involved the reviews and updates to the Finance and Human Resources Policies and the development/adoption of a new Governance Policy

Governance capacity was also increased with two board members obtaining Strategic Planning professional development training.

This year, GHL allocated funds for capacity building and eHealth initiatives. These two initiatives resulted in professional development and knowledge sharing for on-reserve First Nation health staff. This was carried out by an EMR User Conference, Privacy Training, and the establishment of an eHealth Advisory Team.

Operations and Governance

Financial Summary ReportGiiwednong Health Link financial results indicate continued organizational growth for its member First Nations. The total revenues of $1,056,576 has effectively contributed to the delivery of GHLs core pillar services. GHLs fiscal year end concluded with a positive equity financial surplus position of $297.

The following bar chart reports the distribution of the revenue for each pillar:

0

100,000

200,000

300,000

400,000

500,000

600,000

EMR & Support eHealth Operations Human Resources

Capacity Building Events Board

Dollars $284,295 $13,649 $148,061 $568,287 $12,473 $29,760

26.91%

1.29%

14.01%

53.79%

1.18% 2.82%

Looking Forward Strategic Planning ObjectivesTimeline: Q1:2019-Q4:2021

Strategic Planning Objective AreasQ1 A-J

2019

Q2 J-S

2019

Q3 O-D 2019

Q4 J-M 2020

Q1 A-J

2020

Q2 J-S

2020

Q3 O-D 2020

Q4 J-M 2021

A. New eHealth Initiatives:

Automated Appmt Reminders: e-Notifications

Med Dialog eReferrals: GHL/AHACs/FHTs

Patient Self Care

Telehealth (OTN): Support Services

B. EMR Enhancements:

EMR Linkages: GHL/AHACs/FHTs

Mobile EMR Access: VPN Access

EMR Forms (Data Input) Standardization

EMR Analytics, Dashboards, & Reports

C. Capacity Building:

EMR User Support: On-site and Remote

IT/Connectivity Support

Renew FN Service Level Agreements

EMR User Training: Conference & Privacy Wksp

eHealth Advisory Team Meetings

Digital Health Infostructure Milestones • PMO Team completed updates to GHL’s Strategic Plan

for 2018-2022• Completion of 12 Service Level Agreements (SLAs)

with First Nation partners• Completed transition to new Benefits Provider –

Green Shield Canada• Completion of eHealth Priorities Survey of GHL’s EMR

stakeholders/users• eHealth Initiatives launched – eHealth User Survey at

the Users Conference• VPN connectivity established with SHSS, Sagamok,

Wiikwemkoong, and Batchewana

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About our EMR Solution

See patient data at a glance. View data on a single screen and quickly navigate through a patient’s medical history.

Easily view trends over time. Track health metrics and monitor changes with customizable dashboards that graphically display patient data.

Receive patient data in your EMR. Receive, store and access chronological patient information, from lab results to referrals, in a cohesive record in your EMR.

Simplify disease management. Use built-in tools and outcomes dashboards to manage chronic diseases.

Spend less time on administration. Increase productivity with built-in appointment, scheduling, electronic prescription and interoffice communication tools.

Simplify billing processes. Invoice multiple clients, and track and reconcile government-insured, direct-patient and third-party billing claims.

PS Suite (formerly Practice Solutions) is an advanced, easy-to-use, customizable EMR that captures, organizes and displays patient information in a user-friendly way.

Electronic prescriptionsSend electronic prescriptions from your EMR directly to your patient’s pharmacy of choice with PrescribeIT™.

Provider-to-provider communicationsExchange and store unlimited digital and eFax communications with other healthcare professionals with MedDialog.

Automated remindersReduce no-shows with customizable patient appointment reminders that can be sent by email, text or phone.

Online appointment bookingLet patients book their own appointments online and sync schedules with your EMR.

Patient portalStay connected to your patients with private messaging and group communications through a web-based, customizable portal.

Digital patient formsHave patients complete forms online before they arrive or on a tablet in your clinic with information imported into your EMR.

Patient check-in kioskSet up a kiosk in your clinic to help patients manage their own checkin, update personal

information and complete applicable forms.

Wait room managementManage patient expectations with digital screens that display wait times and patient queue information.

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A F F I L I AT E D H E A LT H O R G A N I Z AT I O N S

Our Funder

Wiikwemkoong

Serpent River

Zhiibaahaasing

Thessalon

Whitefish River

M’Chigeeng

Aundeck Omni Kaning

Sheguiandah

Sheshegwaning

Mnaamodzawin Health Services

Noojmowin Teg Health Centre

Atikameksheng

Batchewana

Garden River

Mississauga

Sagamok

Maamwesying North Shore Community Health Services

Our MembersF I R S T N AT I O N S

A Centre for Excellence for First Nations e-HealthYour healthcare team needs accurate, real-time information to effectively serve your health-care needs. We provide the tools.

F O R M O R E I N F O R M AT I O N

Giiwednong Health Link1300 Highway 540 – Unit 3Aundeck Omni Kaning,ON P0P 1K01 800 985 5713

giiwednonghealth.ca