High Quality Services

• Launch of the Children’s Grief Centre (CGC)
• Complementary therapy available to Rosedale patients
• New phone system to allow for better patient/client experience
• New drop-in group (The Hangout) for bereaved teens
• Launch of Text & Chat services for the CGC
• Launch of telephone and video counselling services for CGC and Community Hospice Services
• Investment in technology to allow for supporting people via online services

Integrated Hospice Programming

• Dying to Know education series
• Life’s Last Chapter publication end-of-life resource
• CGC Counsellor featured presenter for AHPCA Roadshow 2019

Expand and Share Knowledge

• Chinook’s Edge School Division Internship pilot project with CGC
• Dying to Know education series
• Life’s Last Chapter publication end-of-life resource
• CGC Counsellor featured presenter for the AHPCA Roadshow

Capable, Passionate, and Caring People

• Employee-led groups developed; Peer-to-Peer Recognition and Social Club
• Mentorship shifts for Rosedale patient care staff and volunteer orientation
• Employee wellness survey conducted

Program Sustainability

• Re-brand and launch of the CGC
• Launch of monthly donor campaign (Compassion Circle)
• Launch of telephone and video counselling services
• Renewed 5 year contract with AHS for Rosedale funding
• New 3 year funding from AHS Addictions and Mental Health for CGC
• Renewed 3 year contract with FCSS for CGC funding

Quality & Safety Culture

• Improvements to our fall management program
• Rosedale patient care staff shift length change post-change evaluation
• New tracking mechanism for identifying trends in Safety Learning Reports
• Staff and volunteer education events (e.g. back safety, wound care, violence prevention, ethics, hand hygiene, stress reduction)
• Safety surveys administered to patients and clients
• Patient wound care plans developed and implemented
• Revised patient lift and transfer protocols

Improved Digital Access

• Online counselling sessions and group programs using Zoom Telehealth
• Live streaming of community education sessions
• Tablets in Rosedale Hospice patient rooms for digital resources and video conferencing with family and friends
• On-demand video resources available on our website (e.g. virtual tours of Rosedale Hospice and the Children’s Grief Center)
• Holding virtual fundraising events in place of in-person gatherings
• Holding virtual employee town halls, staff meetings, education sessions, and wellness activities

Client/Patient & Family Engagement

• Developed a framework and structured process that integrates stakeholder input in organizational activities
• Administered numerous surveys seeking input regarding changing needs during the pandemic

Organizational Effectiveness

• Develop a business plan for services that support people impacted by advanced illness
• Developed a plan to re-brand our Community Hospice Services (will be re-branded as the Living with Advanced Illness Centre)
• Formed a working group to develop an In-Home Volunteer Program
• Re-structured the Fund Development and Marketing department to redistribute responsibilities and introduced 2 new positions; Stewardship & Engagement Officer and Annual Giving Officer
• Restructured patient care administration at Rosedale to create the new position of Nurse Clinician

Safety

• Updated policies to ensure compliance with public health and protect against infection transmission at Hospice Calgary’s 2 sites
• Developed policies and guidelines for staff and volunteers to ensure workplace safety at home and at Hospice Calgary sites
• Developed protocols for working from home capabilities
• Increased staffing when needed at Rosedale Hospice to support higher needs of patients and due to the pandemic

Infastructure

• • Renovated the reception area of our southeast Calgary offices and created accessible washrooms
  • Improved technology capacity through purchasing software upgrades, teleconferencing hardware
  • Purchased some new furnishings for Rosedale Hospice (patient bedside tables, furnishings for common spaces in chapel and patient floor
  • Improvements made to HVAC system at Rosedale Hospice