2C PMS 2995U + 100K

2C PMS 2925C + 100K

8% PMS 2925C

4C PROCESS 84-21-0-0

100K

REVERSE

2012-13

“The Health Centre offers compassionate care and

realistic treatment for people who really need it.”

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Men’s Discussion GroupMindful MovementOptions OutreachOrion Basketball CampPrimary CareSeniors’ WrapAround Smoking CessationSnacks, Homework, Activities & Crafts (SHAC)STEP Ski ProgramStride and GlideSummer Jobs for YouthSupport Groups for Immigrant Women (offered for eight language and cultural groups) Walking School BusWeaving Generations TogetherTai Chi

Some of our active programs and services:Beacock Library Seniors GroupsBeats Youth Drop-InBuilding Bridges Mutual Support GroupCards, Games & CraftsChronic Disease Self-ManagementChronic Illness Monitoring for People with Mental Illness Community KitchenConversations Across CulturesCooking for KidsCooking with KidsCreative ExpressionsDiabetes Screening OutreachDiabetes/Pre-diabetes Self-Management groupsDiabetes Clinical Management and EducationEthno-Racial Youth MentoringFloat and GlideGoing BananasGrit Uplifted Health Outreach for People who are HomelessHepatitis C Care TeamHepatitis C Social, Lunch and Learn and Dine and Learn ID ClinicsImmigrant Seniors Drop-In Immigrant Seniors Home VisitingIndividual, Couple and Family CounselingIndividual Diabetes Education

“The best part of the Health Centre is the safety I feel about the services that the Health Centre gives me. And they are offered in language I can understand.”

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Community Advisory CouncilSardar AhmadMelissa AnthonysonRichard CookKen CritesMaria ForteSarah MerrittAsha MohamedSaeed MokhtarzadaJaime PerezNimmi ThindSusan ThompsonKarima Zarify

Board of DirectorsChristine GriffithBOARD CHAIR

Mark DenomyTREASURER

Janet McAllisterVICE CHAIR

Kayla NadalinUNITED WAY YOUNG LEADER

Robert Van PraetBOARD SECRETARY

Steve GoodineVala (Valgerdur) GylfadottirKrista HawrylyshynYvette Laforêt-FliesserBassam LazarJim MaddenAnne SawarnaNimmi (Namrata) Thind

1. Nimmi (Namrata) Thind2. Yvette Laforêt-Fliesser3. Mark Denomy4. Kayla Nadalin5. Janet McAllister6. Vala (Valgerdur) Gylfadottir7. Michelle Hurtubise

8. Steve Goodine9. Robert Van Praet10. Bassam Lazar11. Jim Madden12. Krista Hawrylyshyn13. Anne Sawana

homeless or at-risk of homelessness. Our goal was to improve access to care, improve the client experience and reduce emergency room utilization for this very complex population. From the beginning, we involved clients of one or both of the organizations – ten clients journeyed with us through the whole process. Once staff and those ten clients developed some opportunities for change, we shared their ideas with more than 90 individuals at the London Coffee House and My Sister’s Place.

While this work remains in progress, we were very excited by this opportunity to make substantive changes to how primary care services are offered to people who are homeless in our community. Clearly this is an initiative that hits on all three focus areas of Ontario’s Action Plan!

Our Board continued discussions from previous years on the topic of health equity. This is an area where, quite frankly, we don’t think Ontario’s Action Plan goes far enough. At the heart of our mission is the commitment to providing inclusive and equitable health and social services to those experiencing barriers to care. The Board challenged themselves to explore their role and leadership on this issue. Our next steps include a comprehensive review of our own policies to ensure that we are upholding our own standards.

Additionally, the Board has committed to being a strong advocate for health equity based planning for the health care system and public policy change. What this means in practical terms is that we are very concerned that the system changes

Supporting Ontario’s Action Plan for Health Care

Last year, the Minister of Health launched Ontario’s Action Plan for Health Care. This plan had three priorities – keeping Ontarians healthy; faster access to stronger family health care; and, “Right Care, Right Time, Right Place”. As one of Ontario’s 73 community health centres, we had numerous opportunities to contribute to the Minister’s Action Plan last year.

One of the major activities undertaken was a shared process with the Centre of Hope Family Health Team, during which we looked at opportunities to integrate primary care services for people who are

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an abscess clinic with Regional HIV/AIDS Connection (RHAC). This successful partnership builds on the work of our joint Hepatitis C Care Program. Our Nurse Practitioner started providing outreach services to RHAC where she connects with intravenous drug users accessing the needle exchange and HIV support. She is now able to provide wound care and abscess drainage to these clients at our site. This “right place, right service, right time” care means that individuals are not ending up with major infections or in the emergency department.

We are proud to not only support the three priority action areas with a multitude of clinical and community programs, but to work with our partners, many of whom include non-health care funded agencies. We truly believe that by working together, we can make a difference

in our community. Throughout this annual report, we celebrate the impact our staff and volunteers are making.

Next year we will enjoy an even bigger celebration – our twenty-fifth year of making a difference and supporting a community where EVERY ONE MATTERS.

Michelle HurtubiseExECUTIVE DIRECTOR

Christine GriffithBOARD PRESIDENT

occurring may have unintended consequences for the communities we serve. For example, upcoming implementation of the Seniors Strategy is intended to support Ontario’s large seniors population with better services and access. However, when there isn’t a specific health equity planning approach built into the strategy, issues such as access for individuals who do not speak English or French as their first language are often not addressed. This is particularly acute in cities like London, where our ethnocultural communities do not have sufficient enough numbers for the kinds of culturally specific programming available in communities like Toronto.

Ontario’s Action Plan has also influenced our partnership development this year. One new service partnership that we have undertaken is the development of

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> We conducted a needs assessment on the need for safe inhalation equipment for clients who are homeless, or at-risk of homelessness, or are infected with hepatitis C.

> We reduced the number of missed appointments by 50% by calling clients to remind them of their upcoming appointments.

Next year we are following the priority areas of the Ministry of Health in client experience, access and system integration. You will find our 2013-14 Quality Improvement Plan on our website.

Quality ImprovementThis year we implemented formal quality improvement plans. We set ourselves some challenging goals, not all of which we achieved. However, we believe that in establishing quality targets – even when we don’t reach them – we improve the overall quality of our services for all clients.

In 2012-2013, we achieved the following improvements in our programs and services:

> We increased the number of women screened for HIV from 27% to 33%. This is important because the rate of HIV infection is increasing in women and early screening assists in getting early treatment.

> We established baseline data for the number of clients with a mental health care diagnosis who were accessing the emergency department. This will allow us to focus on specific strategies for next year to reduce emergency room utilization.

“The staff spend the needed time to go over any health issues.”

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Of our 5,872 active clients, 9.8% or 575 clients have a concurrent disorder. The mental health issues that affect our clients range widely (see Table 1). They also live with a number of addictions (See Table 2). Our team noted that tobacco is a more commonly reported addiction than alcohol.

Caring for Clients with Concurrent Disorders in the Community

The Ontario Minister of Health’s Action Plan for Health Care makes it a priority that health care providers give clients the right care at the right time in the right place. In our most recent Multi-Sector Service Accountability Agreement (MSAA), the SW LHIN asked us to track the number of emergency visits by our clients with mental health or addiction issues.

It is our responsibility to ensure that our clients facing these complex challenges are getting care right in their community – preventing unnecessary hospital emergency visits.

The Health Centre recently looked at our data to determine how many of our clients live with concurrent disorders. A concurrent disorder involves at least one mental health issue and one addiction issue.

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drug addiction

tobacco addiction

alcohol addiction

gambling

depressive disorder

personality disorder

anxiety disorder

post tramatic stress disorder

affective psychosis

schizophrenia

psychosis nos

psychological disorders

phobia/compulsive disorder

TABLE 1: WHAT KIND OF MENTAL HEALTH ISSUES DO THESE CLIENTS WITH CONCURRENT DISORDERS ExPERIENCE?(many clients have more than one mental health issue)

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drug addiction

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alcohol addiction

gambling

depressive disorder

personality disorder

anxiety disorder

post tramatic stress disorder

affective psychosis

schizophrenia

psychosis nos

psychological disorders

phobia/compulsive disorder

TABLE 2: WHAT KIND OF ADDICTION ISSUES DO THESE CLIENTS WITH CONCURRENT DISORDERS ExPERIENCE?(many clients have more than one addiction)

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interactions with clients to plan services, select professional development opportunities and implement treatment plans that will reduce harm and promote improved health for clients with these complex and chronic illnesses.

“They make everyone feel important and that they are equal and they should be treated with (the) utmost respect.”

As a Centre, we continue to try a variety of approaches to meet the needs of our clients with concurrent disorders. In 2010 we established a mental health care team. This team consists of three social workers, a mental health specialist, a psychologist and a psychiatrist. Many staff members have participated in a number of professional development opportunities to strengthen their skills in addiction counselling and smoking cessation. The social workers and mental health specialist have all been, or are in the process of, certification to deliver the TEACH smoking cessation program.

Through self-reporting and hospital reports we know that many of these clients access hospital services frequently. We believe that clients with concurrent disorders can be better served within their community and the inter-professional model offered by our Centre. Clients with concurrent disorders are well served here due to continuity of care, our team approach and our electronic client record shared and accessible by all care providers.

We use both the data from our electronic health record and information from our individual

When compared with the general population the prevalence of smoking is higher among individuals with psychiatric and substance use disorders, and they have lower success rates with quitting tobacco smoking. Individuals with mental health and addiction disorders who also smoke consume approximately 34.2% of all cigarettes sold and have a higher rate of nicotine dependence compared with the general population. Els C, Kunyk D, Selby P. Disease Interrupted: Tobacco Reduction and Cessation. 2012; 15: 257-259

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CLIENTS IDENTIFIED THAT THE MOST IMPORTANT HEALTH ISSUES IN THEIR COMMUNITY ARE: addiction, mental health, having access to health services, poverty, diabetes, healthy living, HIV/AIDS.

We thank our clients for taking a moment to complete the survey for us. Their ideas make our Centre more accessible, more responsive, and more equitable. They continue to make us better at what we do.

WE HEARD YOU! When we asked our clients how we could improve, they suggested more groups, programs and services, hiring more staff and renovating or improving the Dundas Street location or moving to a new building altogether.

“I had not seen a doctor in about 6 years and I came here and felt like I had hope in every sense of the word. They are helping me to get better so I can get on with my life. Thank you.”

What Our Clients Told UsIn March of 2013 we undertook our annual client satisfaction survey. This survey is mandated by our funder – but more importantly we believe it a key tool for learning about our client’s needs in order to better serve them with responsive health and social services. This year we conducted our largest survey ever. 654 clients completed the document within the two weeks the survey was carried out.

OUR STAFF WERE DESCRIBED AS: polite, knowledgeable, respectful, non-judgmental, nice, wonderful, friendly, upbeat, helpful, caring, approachable, patient, understanding and easy to talk to.

46% male

1% trans

gender

53% female

HOW WE DID

92.2% of respondents feel that the Health Centre is accessible all or most of the time.

93.6% of respondents agree that services are provided in a manner that is sensitive to their language and culture always or most of the time.

93.6% of respondents trust the Health Centre to keep information about them private.

87.6% of respondents find that the Health Centre has improved their health and well-being.

Collins, DeniseConti, JonathanCook, RichardCoulter, CarolCourey, MichaelCrasto, BernardineCrasto, JeromeCunningham, BenjaminDahlberg, SandraDai, Serina Darnbrough, DonnaDarrell, MylanaDebbsou, ThomasDeboveanu, VladDeGuzman, ChelseaDekoker, Daisy Denomy, MarkDePutter, Nancy Dietrich, PamelaD’Souza, FinolaDubravik, RenatoDuong, Samantha [Van]Eberhard, SusiEl Shamy, PerihanElbermawy, MonaEl-Feghi, MalikEscobar, Antonia Fahmy, SherineFerris, AmberForte MariaFraser, Jacqueline Furmston, AudreyGannawarapu, SrinityaGazda, Dana

Gilbert, RebeccaGonzalez, Martha Goodine, SteveGovindaraju, NeethuGraham, Marlene Graham , RoyGreason DennisGriffith, ChristineGulilat, MarkusGuo, Fei YanGuzman Martinez, ClaudiaGylfadottir, ValaHabumukiza, AntoineHamou, MudrikaHassan, JacquelineHawrylyshyn, KristaHe, ShilinHenderson, JohnHenderson, SusanHenderson, PageHoffman, Karen Hu, EmilyHudson, Crystal Jabbari, Zahra Jarquin, Yasika Johnston, Gordon Johnston, Teresa Jones, BarbaraKanaan, Najla Kaur, DevinderKazak, KatherineKhurshid, ZeeKipp, KelseyKooy, Henry

Our Volunteers Abiy Bour, VictoriaAhmed, SardarAl Jou Jou, MunaAladhami, Mohammed AminAlfaro, Ulises DanielAl-Kurdi, HanyaAlsarraj, NahlaAl-wakeel, KinanaAndrews, DeborahAnthonyson, MelissaAssimwe, DeborahAtalla, SaharAye, LaingBailey, IanBarbas, PetrinaBecerra, Alba Yamile Belbeck, BrandonBent, RichardBindy, JoeBirnie, WilliamBlenkhorn, LeahBrown, Karen Byrne, CaitlinCalvo, Claudia Campbell, JohnCarlos, AliciaCassells, PearletteCastillo, Martinez JoseCekic, Saira Chao, EmilyChen, Yuyuan

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Nadalin, KaylaNagevaran, ThyNewman, RobOmer, Imama Orton, Karen Ouk, SakimPalacios, JavierPelletier, MartinePirie, MaeghanPope, MarianneQuadros, AgathaQuezada, Jose Rajic, Stanislav Reich, StephanieRevenda, OliviaRivard, MargotRojo, AngelaRose, MarkRyder, Jay Sawarna, AnneSaxton, KaitlinScully, KatieSexsmith, Robert Shepherd, Mohammed DominicSolis, Martha Sollazzo, ChristopherSollazzo, JerrySollazzo, LucieStegelmann, DagmarSuarez, ClaudiaSullivan, ElizabethSze, Kwong Vincy, WingTaheri, Zakereh

Thind, NimmiThompson, SusanThompson, BarbaraToste, AngelaTyndale, DianaVan Bavel, MeganVan Praet, RobertVanLeeuwen, NellieVarghese, JomyVilleda, JoseWass, JanineWeaver, LauraWettlaufer, TammyWillenbucher, KyleWilson, NancyWolczyk, RoseWoldemariam, BarhetWong, AnthonyWong, GigiYang, Julia Zarify, Karima

Kwong, MandyKyabaggu, Ramona Laforêt-Fliesser, YvetteLannin-Neevel, MaryLazar, BassamLe, TriLee, AliceLevitin, MelanieLi, Daniel Liem, JennyLodge, AbbyMabius, Maria ElenaMacCauley, ChristineMaclean, MyraMadden, JimMalkani, NiyatiMankal, YousseffMarkham, NicoleMarlatt, CelinaMarshali, Dalia Martinez, Angelica JoyMaxwell, JudyMazhar, SabaMcAllister, JanetMcColl, DavidMcConnell, KellyMcGillivray, KellyMcIntyre, JudyMenyumurenyi, LarissaMin, JinhongMitchell, DebraMohamed, AshaMokhtarzada, M. SaeedMousa, Sabah

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and challenges face by newcomers, and since I was not able to start to work in my field, volunteering was an attractive option to keep myself in “the field”. I came to the London InterCommunity Health Centre looking for an opportunity to volunteer and help as much as I can to a population sector that for so different reasons are not reached by the “conventional” health care system.So far, it’s been an interesting and rewarding experience. In the “Senior’s Home Visiting Program,” my job is to give companionship and help to immigrant seniors in the London Area. To be honest with you,

it is not a simple task. They have grown and lived in different cultures, do things their way always; and facing a 180 degrees change in their lifestyle, from being fully independent to not being able to communicate is sometimes traumatic. It is our mission to help in the transition of this culture shock. But most of all, we give them our time, a moment to share all their impressions and also opinions about life under their scope and, at the same time, both grow as people. To read the entire remarks, please visit: http://lihc.on.ca/guest-blog/

Volunteer FocusForward by Sarah Patterson, Seniors Worker, London InterCommunity Health Centre:The Immigrant Seniors Home Visiting Program partners volunteers with seniors from the community. The partnership is based on shared language, hobbies and activities. Volunteers provide companionship weekly and can also support seniors to take the bus, go to a grocery store, do crafts or connect with other services in the community.Jose has been a volunteer with the Immigrant Seniors Home Visiting Program for more than three years and has been matched with two vulnerable immigrant seniors in the community. Jose prepared this as a speech and shared it at our Volunteer Appreciation. Thank-you to Jose and all of our other volunteers who continue to support the work, mission and values of the London InterCommunity Health Centre! Good afternoon,It is a pleasure to share my volunteer experience with all of you. 4 years ago my family and I came to Canada as permanent residents. A Doctor in El Salvador, the country I came from, I was aware of the difficulties Sarah and Jose, at the 2013 Volunteer Appreciation Event at Museum London.

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Financials

Funding Resources

SW LHIN – Community Health Centre 68

SW LHIN – Aging at Home Program 9.3

MOHLTC – Diabetes Strategy 7.5

MOHLTC – Hep C Program 5.9

MCYS – Youth Outreach Program 3.8

MOHLTC – HIV/AIDS Program 1.6

United Way – Women of the World 1.4

Other Income 1.4

Expenses

Wages & Benefits 65.4

Administrative Costs 16.3

Program Costs 9.6

Occupancy Costs 7.5

Amortization of Capital 1.3

SW LHIN = South West Local Health Integration NetworkMOHLTC = Ministry of Health and Long-Term CareMCYS = Ministry of Children and Youth Services

PER CENT OF BUDGET

PER CENT OF BUDGET

For a copy of our complete audited financial statements, please contact 519-660-0874 and speak to the Finance Minister.

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to achieve accreditation, organizations must satisfy the requirements of all modules that apply. A module is achieved when all its components are met AND at least 80% of the Leading Practice Standards are achieved.

The Health Centre is very proud to share that we met 100% of the requirements and Leading Practice Standards!

“The Health Centre meets clients where they are at – in schools, the library, jails, streets, bath houses, etc. LIHC also participates in forums and where clients are not represented (for example, at the BIA). There is a great deal of commitment and pride on the part of staff interviewed as it relates to the clients they serve and to the programs they deliver.”

100% AccreditedThe Canadian Centre for Accreditation (CCA) is an independent, not-for-profit organization offering accreditation specifically tailored to community-based health and social service organizations across Canada.

CCA, officially launched on October 1, 2012, grew out of the collaborative efforts of several associations of community-based health and social service providers in response to a growing interest in a Canadian accreditation program tailored to community-based health and social services.

On October 12, 2012 the Board of Directors of the CCA made the decision to fully accredit the London InterCommunity Health Centre – the first organization in the country to undergo the CCA’s accreditation review process.

The CCA Organizational Standards and Community-Based Primary Care Standards were the two modules applicable for the review. In order

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Hanna, Lydia Happy, ShellyHarper, NicoleHarris, JamieHurtubise, MichelleHuntus, JesseJackson, SherrillJackson, LoisJohnson. MoniqueJohnston-Howard, ElizabethKajenthira, AparnaKeith, SharonKooistra, DianeKowalska, BeatriceKnill, MandyLacey, DharshiLawal, OlaLedinich, AngelaLicorish, ShandLutes, SusanMartyniak, DawidMcConnell, KellyMcCulligh, StephanieMcDonald, KellyMillar, DestiniMiller-Nogueiras, AbbyMunro, MaxineMsimanga, MelissaMurray, PamNash,GregNoftle, BrookeNuric, MersijaNyiranmengimara, IsabelleO’Connor, TinaOuk, SakimParra, ClaraPatterson, SarahPemberton, Melissa

Piatek, EvaPierce, BlairPierre-Pitman, LynPinylo, JasonPluchowski, BogumilaPollard, AlexPratt, JenniferRayner, JenniferRenaud, JoeyRice, SarahRomilowych, AjaRoldao, TanyaRyan, LisaSalem, HomaSarathy, AyeshaSargolzaei, FatemehScott, TonySereda, AndreaSexton, ElizabethSkubel, MarySinal, KendraSinasac, LorrisaSmily, ColleenTobin, SuzanneTopping, AmandaTown, TedVanderhorst, LizValencia, LinaVeldhorst, JoanneWalsh, MurielWeaver, MelanieWheatley, KeriWilliams, ErinWilmot, LindsayZeyl, Leanna

Our StaffAckerman, CandiceAgyem, EvelynAgah Banaei, NadjlaAkullo, AgnesAlam, HumaAlbarracin, YamileAlhout, AhmadAllen, AndreaAslam, IsiahBaigent, KristaBalani, VinduBaldwin, ClarkBeharrell, LauraBeukeboom, CarolynBlonde, HeatherBodkin, AnneBradley, NancyBurawski, ValorieCalvert, ShannonCampbell, CatharineCassidy, KarimaCastellanos, AdrianaCarr, DanielleColenutt, BriannaCornwell, MeganCraig, BrendaCresswell, DaynaDesjardins, LorraineDoumkou, AnthoulaDupon-Martinez, PatriciaEastabrook, HenryEsson, WendyFinigan, AnneFirth, TimFisher, Cassandra

659 Dundas Street London, ON N5W 2Z1 Tel: 519-660-0874 Fax: 519-642-1532

Unit 7 – 1355 Huron StreetLondon, Ontario N5V 1R9Tel: 519-659-6399Fax: 519-659-9930

www.lihc.on.ca

follow us on Twitter @ HealthCentre

2C PMS 2995U + 100K

2C PMS 2925C + 100K

8% PMS 2925C

4C PROCESS 84-21-0-0

100K

REVERSE

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