2019 – 2020

Leadership Report

350K+patientsserved

65+homecareoffices

13.5K+staff

11M+hoursofcare

4K+nurses

600+nursecasemanagers &healthcoaches

13+specialtypharmacies

As a Canadian-owned company, Bayshore HealthCare has been

enhancing the quality of life, well-being, dignity and independence

of Canadians since 1966.

01OUR STORY

AsaCanadian-ownedcompany,BayshoreHomeCareSolutionsisdedicatedtoprovidingservicesandsolutionsforgovernmentfundersacrossCanada.Weworkwithhealthauthorities,hospitalsandhealthcaresystemplannerstoprovidecost-effective,integratedcaresolutions.Theseinnovativepartnershipssupportbetterhealthoutcomesandqualityoflifeforpatientsandtheirfamilies.

Inthepast50years,BayshoreHealthCarehasseenanimmenseamountoforganicgrowth,makingusoneoftheleadinghealthcarecompaniesinCanada.TheBayshorebrandextendsacrossfourbusinessdivisions:BayshoreHomeHealth(medicalandnon-medicalhomecareandstaffingservices),BayshoreHomeCareSolutions(homecareservicesforgovernmentcareprograms),BayshoreSpecialtyRx(specialtypharmacy,infusionandpharmaceuticalpatientsupportservices),andBayshoreTherapy&Rehab(physiotherapyandrehabilitationservices).BayshoreHomeCareSolutionsfocusesongovernmentpartnerstotailorsolutionsthatmeettheirneeds.

Withallourdivisionsandspecialtyareas,Bayshorenownumbersover13,500employeesfromcoasttocoast.Ourservicesaredeliveredfromover65homecareoffices,82clinics,and13pharmaciesinall10provinces.Withourcontinuedcommitmenttoenhancingthequalityoflife,dignityandindependenceofallCanadians,Bayshoreiswell-positionedforfuturegrowth.

02OUR MISSION,

VISION & VALUES

Bayshoreisanorganizationfullofheart.Wearecommittedtocommunitycareandstronglybelieveinthebenefitsthatcomefromlocalleadership.BayshoreisdedicatedtoprovidingcaretoCanadiansateveryageandstageinlifebyprovidingcustomizedcareplansandsolutionsthatallowthemtoremaininthecomfortoftheirownhomes.

AtBayshore,webelieveincreatingspecialmomentsforourclientseachandeveryday,whetheratthebedside,onthephone,atthepharmacy,orintheclinic.Thesemomentstouchthelivesofourclientsandouremployees,andguidethewaywerunourbusiness.Thesespecialmomentsinspire,changeandencourageus;theyarewhatwecalltheBayshoredifference.

“Often when seeing elderly veterans or shut-in clients, I offer to bring in coffee and donuts

as a treat for them – makes for a great ice-breaker and most times these folks have

been unable to drive and maintain their coffee outings with their friends so it is something

they appreciate – and remember!

– BARBAR A, RN

“

MISSIONPassionate and CaringBayshoreispassionateandcaringabouteverythingwedo,aboutthetimewespendwithourclients,abouthowwetreateachother,andaboutthequalityofourwork.

VISIONImagine Being the DifferenceEachandeveryBayshoreemployeehastheabilitytocreatespecialmoments,bothbigandsmall.Weconstantlylookforwaystomakethingsbetterandtobethedifferenceinthelivesofthepatientswecarefor,thecolleaguesweworkwith,andthecommunitiesweserve.

VALUESCompassion, Respect, DignityBayshorevaluescompassionandreliability,teamworkanddiversity,innovation,leadershipandgrowth.

I am very grateful to be part of the Bayshore team working to enhance my patients’ lives each and every day. I take pride in being able to look outside the box to ensure my palliative patient’s comfort and dignity on their journey. Sharing and truly caring helps build the therapeutic relationship both with the patient and their family members. I honestly feel privileged to be able to provide this service.

– FR ANC ES, RPN

“Bayshore’s BPSO award makes me proud to work for Bayshore! I feel like I belong to a

strong organization that looks to develop best practice within their employees, thus providing

best practices to their clients.

– BAYSH O RE EMPLOYEE

Best Managed Platinum winners have exceptional insights and knowledge into business management practices. They are an inspiration

and really take their game to a new level.

– PE TER BROWN, PARTNER, D ELO IT TE

C O-LE AD ER, B EST MANAGED C O MPAN IES

03OUR AWARDS

BayshoreisproudtoshowcaseitsachievementasaPlatinum member of the Best Managed Programeveryyearsince2006.TheBestManageddesignationrecognizesCanadian-ownedandmanagedbusinessesfortheirdemonstrationofstrategy,capability,andcommitmenttoachievingsustainablegrowth.TheBestManagedprogramissponsoredbyDeloitte,CIBC,CanadianBusiness,SmithSchoolofBusiness,TMXGroupandMacKayCEOForums.

In2015,BayshoreachievedthedesignationofBest Practice Spotlight Organization(BPSO®)fromtheRegisteredNurses’AssociationofOntario(RNAO).TheBPSO®programisinternationallyrenownedandfocusesonthepromotionofevidence-basedcultures,improvingpatientcare,andenrichingtheprofessionalpracticeofnursesandotherhealthcareproviders.ThisformalpartnershipwiththeRNAOisdynamicandlongtermandrequiresanorganizationalcommitmenttocontinuetoimplement,sustain,andevaluateclinicalguidelineimplementationanditseffectonpatientcare.

04OUR

GOVERNMENT SERVICES

BayshoreHomeCareSolutionsisatrustedproviderofhomehealthcareservicesforgovernmentfundersacrossCanada.Weprovideinnovativehealthcareapproaches,customerserviceexcellence,aswellasprogramsthathelptoalleviatepressuresonourhospitals,whilemakinghealthcaredollarsgofurther.

Bayshoreworkscollaborativelywithourgovernmentfunderstoco-designprogramsandprocessestohelppatientsremainathome.Weworkaspartoftheteamwithseniorprogramleadersandcarecoordinationtodevelopimpactfulclinicalprogramsandeffectivecommunicationandevaluationmethodology.Byworkingwithprimarycarephysicians,specialists,pharmacists,hospitalteams,andothersinthehealthcaresystem,ourcareplansreflectandintegrateevidenceandbestpractices,leadingtobetterhealthoutcomesforpatients.

British Columbia • Pediatric nursing support services inthegreaterVancouverareaandacrosstheprovincialinteriorforProvincialHealthServicesAuthority(PHSA)

• TherapyforFraserHealthAcquiredBrainInjuryprogram• Rehab servicesforWorkSafeBC• Personal support, nursing and rehab servicesforCommunityLivingBC

Alberta • Home support and nursing servicesforAlbertaHealthServices(AHS)• ServicesintheEdmontonandCalgaryregions• Nursing servicesfortheAlbertaSchoolBoard

Saskatchewan • Home support and nursing servicesfortheReginaQu’AppelleRegionalHealthAuthority

• Service agreementswiththeDepartmentofJusticeandtheMinistryoftheEnvironment

Manitoba • Home care services fortheWinnipegRegionalHealthAuthority

Ontario • Alternative Level of Care Transitional ProgramswithKingstonHealthSciencesCentre,RoyalVictoriaHospital,CollingwoodGeneralandMarineHospital,GeorgianBayGeneralHospitalandOrilliaSoldierMemorialHospital

• Hip and Knee Bundled Funding ProgramswithSouthlakeHospitalandMarkhamStouffvilleHospital

• Consolidated services contractsin12LocalHealthIntegratedNetworks(LHINs)andpharmacyservicesin5LHINs

• Integrated servicescontractin1LHIN• Client servicesincludingnursing,personalsupport,homesupport,

occupationaltherapy,physiotherapy,speechlanguagepathology• Vendor servicesincludeinfusionsandinfusionsupplies,andmedical

suppliesandmedicalequipment• Specialty patient areasincludewoundcare,palliativecare,pediatric

care,oncologycare,patienteducation,homeinfusions,COPD• Models of servicesincludehomecare,communityambulatoryclinics,

integratedcareandclustercare• House cleaning servicesfortheCityofThunderBay,CityofOttawa,

YorkRegion,RegionofWaterloo

Quebec • Staffing servicesinhealthauthorities

New Brunswick • Home supportforDepartmentofSocialDevelopmentincludingRapidResponseservices

• Seniors Assessment servicesacrosstheentireprovince• Seniors Safety Assessmentsacrosstheentireprovince• Nursing servicesfortheCityofMoncton• Patient sitting servicesforHorizonHealth• Specimen collection servicesforCorrectionalServices

Nova Scotia • Staffing servicesfortheNovaScotiaHealthAuthority

Newfoundland • Home care services toEasternHealth

Electronic Supplies Ordering Portal

Bayshorehasdevelopedanelectronicsuppliesorderinginterfacewith

CHRISsysteminOntariotoprovidetransparencyofordersplacedfor

patients.NowCareCoordinatorshavetransparencyonordercontentslinked

topatientcare.

Videoconferencing Solution

Bayshorehasimplementedavideoconferencingappthatconnects

patientstofamily,friends,andtheirmedicalprofessionalsbytouchinguploadedphotosontheirdevicescreen.Thishasenhanceddeliveryofqualityhealthcareinthehome,improvedpatientsocializationandpatientsafety,andenabledfamilyparticipationinplanningandcare

delivery.

Patient/Family Portal

TheClientandFamilyPortalallowsourclientsandtheirfamiliestoviewandcollaborateontheclient’scare.TheapplicationissecureandallowsaclientandtheirfamilytocommunicatewithBayshoreelectronicallytorequest

newservicesortosendgeneralmessaging.

Patient Engagement and Health Coaching

Bayshorehasimplementedaninnovativepatientengagementand

communicationtoolaccessedviatheirmobilephone.Withasinglesignon,membersoftheintegratedcareteamcanconnectwithpatientsandtheirphysiciansinrealtimeandpatientscanconnecttotheBayshorecare

team.

CatalystTheCatalystprojectusestechnology

tobetterutilizestaffthroughmaximizingscheduling,minimizingtravel,andredistributionofhourstoavoidovertime.Itallowsforbetteraccommodationofclientcareneeds,betterclientcommunication,andbettermanagementofcontinuity.Dashboardsallowmanagersto

identifyopportunitiesforschedulingimprovementresultinginimprovedstaffsatisfaction,improvedclient

satisfactionandmoreefficientuseofstaff’stime.

EpsilonBayshore’sEpsilonplatformmeets

marketneedssuchascommunityandfacilityclustercare,qualityindicatorreportingrequirements,andoutcomebasedcaremodels.Epsilon,helpsourgovernmentcustomersmeetthechallengesofrapidresponsetoindividualclientreferrals,careneeds,

andinstantcommunications.

Remote Patient Monitoring

Bayshorehasimplementedanappforremotepatientmonitoring

anddocumentation.Theappalsohousestimekeepingandschedulinginformation,providesgeo-mapping,

billingandtimereporting.

BOSSBayshore Ordering Supplies System

BayshoreSpecialtyRxhasdevelopedasoftwaresolutionthatallowsCareCoordinatorstoselectthe

mostappropriatesuppliestomatchthephysicianorderforinfusionmedications.Builtusinginfusion

guidelinesfortheLHIN,BOSSprovidestheflexibilityforadditionalitemstobeaddedorremovedcreatingacosteffectivesolutionthatusesan

evidence-basedapproachtoordering.

Online Order Tracking

BayshoreSpecialtyRxhasdevelopedanonlinetoolforCareCoordinatorsandfrontlinenursestotrackthedeliverystatusformedicaland

infusionsuppliesforpatients.Nursescanconfirmifsupplieshavebeen

deliveredtoapatient’shomebeforetravellingtheretoadminister.

05OUR INVESTMENT IN INNOVATION

It’s about connecting to and sharing information between patients, family members, and health professionals.

We’re looking at how to engage with people differently, in ways they want

to be engaged with.

– SH ELLE Y BURNE T T NATI O NAL D I REC TO R

DIGITAL H E ALTH AND I N NOVATI O N

“

06OUR CANCER

CARE PROGRAM

CAREchart@home, our after hours Patient Support Program

CAREpath,asubsidiaryofBayshoreHealthCareLtd.,inpartnershipwiththeStronachRegionalCancerCentre,hasbeenpilotingCAREchart@home,anafter-hoursPatientSymptomManagementandSupportProgramforpatientsreceivingsystemictherapy,sinceJuly2016.

InDecember2017,CAREchart@homewasawardedagrantthroughtheHealthTechnologiesFundinpartnershipwithfiveOntarioCancerCentresandathird-partyvendortoinnovatetheprogramwithreal-timesharedaccesstopatienthealthrecords.Thisfundingwillincreasethecurrentlevelofsymptommanagementsupportforoncologypatients,extendhospitalreachforpatientsoutsideoftreatmentcentre,andreduceavoidableemergencyroomvisitsafterclinichours.

CAREchartwassuccessfulintheteletriageRFPfromCancerCareOntario(CCO).CCOissponsoringthespreadoftheprogramtoprovidethisafter-hoursservicetocancertreatmentcentresacrossOntario.Thishighimpactprogramwillsupportasmanyas74hospitalsoncefullyspread.

CAREchart@homeservicesareadministeredbyexperiencedRegisteredOncologyNursesthatprovidesymptommanagementusingevidence-basedguidelines.Allreportsaresharedwiththepatient’streatmentfacility,allowingfortimelyfollow-upsupportfromtheirtreatmentteamifneeded.

07OUR

FOUNDATION

The Bayshore Foundation for Empowered Living – helping individuals take control of their independence

BayshoreHealthCareiscommittedtohelpingindividualslivesafelyandhappilyin-place.Toensurethisreality,wecreatedtheBayshoreFoundationforEmpoweredLivingtoassistthoselivingwithillness,injuryoragingreclaimormaintaintheirindependence.

Asanationalcharity,wesupportlocalcharitiesthatprovidethetools,programsandservicesneededtoempowertheseindividuals.

08OUR FAMILY

Itisourprivilegetoprovidesuchacompassionateanddedicatedgroupofindividualswhoserviceourclientsnationally.Bayshorecaregiverswhohelpusachieveourvisionbymakingadifferenceinthelivesofthepatientswecareforinthecommunitiesweserve.Andourclientsloveourcaregiversasmuchaswedo.Theytellusallthetimehowgratefultheyareforourcaregiversandsaythankyouwithnotesofappreciationandphonecallstothebranches.

WevaluethemembersofourBayshorefamilyandourrelationshipstoeachother,andwebelieveinempoweringandsupportingourstaffsothattheycanbringtheirwholeselvestowork,everydayandinallthattheydo.

Employee EngagementEveryyear,Bayshoretakesthepulseofouremployeesbyaskingaboutmotivationandsatisfaction.86%ofthe13,500employees

acrossCanadaparticipatedinourEmployeeSatisfactionSurvey.Locally,employee

feedbackisusedtocreateactionplansthataddressemployeeconcernsoropportunityforimprovement.Nationally,aggregatedataareusedtoevaluateandimprovecoreemployeeprogramsinsupportofon-goingrecruitment

andretention.Ourpositiveemployeeengagementforourgovernmentstaffwasratedatover90%inthislastsurvey,andwearevery

proudofthisachievement!

Hike For HospiceEveryyear,manyofourbranchesparticipateinthenationalHikeforHospicePalliativeCare.HeldinMayorSeptember,thewalksuniteBayshoreemployees,theirfamiliesandthecommunityforafunandrewardingday.

Bayshore’sSaintJohn,N.B.,branch,whosesupporthelpedtoopenAtlanticCanada’sfirstresidentialhospicein2010,hasparticipatedinthehikeformayyears.LastSeptember’shikewasespeciallymeaningful–oneofthebranch’scaregiversbecameahospicepatientonherownend-of-lifejourney.“OurteamworeorangeT-shirts,sothatwhenPeggylookedoutside,she’dseeallofussupportingher,”saysAreaDirectorTinaLearmonth.“Somanyofouremployeescameouttosupportoneoftheirown.Itwasanamazingday.”

09OUR ADVISORY

BOARD

Bayshore’sAdvisoryBoardiscomposedofprominentleadersinhealthcare,pharmacy,andbusiness.TheAdvisoryBoardmeetsquarterly,bringingtheirconsiderableexperienceandinsights,politicalstrength,andinfluencetosupportBayshore’sseniormanagement.

BO

AR

D M

EMB

ERS

JANET DAVIDSONisSpecialAdvisorinHealthtotheGovernmentofAlberta.JanetDavidsonwasappointedDeputyMinisterofAlbertaHealthfromSeptember10,2013untilAugustof2015.JanetwasformerlyPresidentandChiefExecutiveofTrilliumHealthCentreinMississauga,wheresheledasuccessfulmergerwiththeCreditValleyHospitaltocreatethelargestcommunityacademichospitalinthecountry.ShereceivedaBachelorofNursingSciencefromtheUniversityofWindsorandaMaster’sinHealthServicesAdministrationfromtheUniversityofAlberta.SheisagraduateoftheInstituteofCorporateDirectors’Educationprogram,theUCBerkeleySchoolofPublicHealth’sGlobalHealthLeadershipprogram,andhasanHonoraryDoctorofLawsDegreefromtheUniversityofWindsor.SheisanOfficeroftheOrderofCanadaandhasbeennamedtwicetothelistofCanada’sTop100MostPowerfulWomen.

JODI BUTTSistheExecutiveDirectorofRiseAssetDevelopment,acharitythatprovidessmallbusinessloans,training,andmentorshiptoindividualswithahistoryofmentalhealthandaddictionschallenges,inpartnershipwiththeRotmanSchoolofManagementandtheCentreforAddictionandMentalHealth.SheisagraduateoftheUniversityofToronto’sFacultyofLaw.Followingherarticles,shewasoneofthreelawyerswhofoundedtheboutiquelitigationfirmBrannanMeiklejohnButtsLLP.JodileftprivatepracticetojoinMountSinaiHospital,wheresheservedformorethaneightyearsinanumberofprogressivelyseniorroles.InhermostrecentroleasSeniorVice-PresidentCorporateAffairsandOperations,JodiwasresponsiblefortheHospital’scapitalinfrastructure,itsredevelopment,publicprocurementinitiatives,governance,legalandethicalaffairs,aswellascorporateandhospitalityservices.

VIRGINIA CIROCCOisagraduateoftheFacultyofPharmacy,UniversityofTorontoandholdsanMBAfromSchulichSchoolofBusiness.ShehasalsoobtainedtheICD.DdesignationfromtheInstituteofCorporateDirectorsaftercompletionoftheDirectorEducationProgramthroughRotmanSchoolofBusinessandtheICD.VirginiaisaformerseniorexecutivewithShoppersDrugMart,havingretiredin2009asExecutiveVicePresident,Pharmacy.Sinceherretirement,Virginiahasprovidedconsultingservicestothepharmaceuticalanddistributionindustry.Shehasbeenactiveasavolunteerformanynot-for-profitorganizations.VirginiaservesontheDean’sAdvisoryCommitteeandCampaignCabinet,FacultyofPharmacy,UniversityofToronto;Director,IsraelCancerResearchFund;FundraisingCommitteeChair,BlueprintforPharmacy;andamemberoftheCentreforAddictionandMentalHealthFoundation,Womens’CollegeHospital,andtheArtGalleryofOntario.

EDWARD “ED” BLECHSCHMIDThasheldboarddirectorshipswithNovelis,OlstenCorp.,GentivaHealthServices,Inc.,Quintiq,Healthsouth,ColumbiaLabs,Inc.,Neoforma,Inc.,GardenFreshRestaurantCorp.,R2Technology,Inc.,EAIndustries,andtheAmericanAssociationofHomecare.FromMarch2000untilJune2002,EdwasChairman,CEO,andPresidentofGentivaHealthServices,oneofthenation’sleadingproviderofspecialtypharmaceuticalandhomehealthcareservices.GentivaHealthServiceswaslaunchedasanewpubliccompanyinMarch2000asasplit-offfromOlstenCorporation,a$5billionconglomerate,wherehewasCEO.EdretiredfromGentivainJune2002butcontinuedontheboarduntilMay2005.HeholdsanundergraduatedegreeinbusinessfromArizonaStateUniversityandwasinductedintoASU’sbusinessschoolHallofFamein2010.HeisamemberoftheBoardofDirectorsforVWRInternational,DiamondFoods,andLionbridgeTechnologies,Inc.andisaNACDFellow.

MICHAEL BURNSservedasVice-ChairmanandChairmanofCrownLifeInsuranceCompanyfrom1971to1994.MichaelwasontheboardofdirectorsofAlgomaCentralCorporation,LandmarkGlobalFinancialCorp.,LateralVectorResources,andCassiarMagnesium,andwasDeputyChairmanofExtendicareInc.Hespent19yearsatBurnsFryandpredecessorcompanies.Heisactivelyinvolvedwithanumberofnot-for-profitorganizations,includingTrinityCollegeSchoolwhereheservesasaLifeGovernor.HeisaDirectorofSunnybrookFoundationandtheOlympicTrustofCanada,andVice-Chairman&DirectoroftheCanadianFoundationforAIDSResearch.Inadditiontotheseroles,MichaelservesasHonoraryPresidentandDirectoroftheRoyalAgriculturalWinterFairandasVice-PresidentofTheJanet&CharlesBurnsFoundation.MichaelhasbeeninvolvedinandanumberofmajorfinancialcampaignsfortheAnglicanDioceseofTorontoandservedasChancellorofRenisonCollege,UniversityofWaterloo,2000to2006.

SUSAN DONIZistheSeniorVicePresidentandGlobalChiefInformationOfficerofAimiaInc.since2011,andpreviouslyheldseniorleadershiprolesatProcter&GambleInc.Susanspeaksanumberoflanguagesandhasenjoyedvariouslongassignmentsfocusingonbusinesstransformationinbothdevelopedanddevelopingmarkets.Shehassponsoredvariousculturalnetworksandspeaksoftenatleadershipandindustryevents.ShehasservedonboardssuchastheCIOAssociationofCanadaandCentreofOutsourcing&ResearchEngineers(CORE)withoutBorders.SusanservesasaMemberofNationalAdvisoryBoardatOntarioScienceCentreandTheSalvationArmyCanadaandBermudaTerritory.ShegraduatedfromUniversityofToronto,Engineering,andstudiedgraduatecoursesinEurope(Netherlands)andExecutiveLearningatHarvard.In2011,shewasidentifiedasoneofCanada’sTop100MostPowerfulWomenintheTrailblazersandTrendsetterscategory.

10OUR SENIOR LEADERSHIP

Stuart CottrellePresident

Heather McClureChief Financial Officer

Bayshore is solutions-oriented, collaborative, accountable, and innovative.

Our focus is – and always will be – our clients and their families.

There is no room for risk in health care, financial or otherwise.“

Janet DaglishNational Director, Business

Development & Government Relations

“Bayshore is a collaborative partner in the health system developing innovative care models ensuring

we support patients on their health journey across care settings especially

with transitions in their care.”

Elissa GambleNational Director,

Bayshore Home Care Solutions

“Every day we work with our caregivers, staff, clients and their families to find ways to be better and more efficient so we can deliver a value proposition

that makes us a valued partner for our government funders.”

Dora PulcinaNational Director, Human Resources

“Bayshore’s strength is our people. Our BHCS staff have a 90%+

engagement level and our 3-5 year retention rate is 85%.”

Karl FrankDivisional Director,

Bayshore Specialty Rx

“BSRx is a proud partner in providing Government Infusion Pharmacy

services. The focus on accountability to service quality, cost efficiencies

and continuous process improvement allows us to deliver the highest quality

of service for patients receiving care in the community.”

Shelley BurnettNational Director,

Digital Health and Innovation

“Our Service Design is, at the heart, a methodology for designing solutions to a problem that puts the client at the

centre of all that we do.”

Bob CollinsNational Director,

Bayshore Home Health

“From pediatric to palliative, wound care to chronic disease, in urban areas or remote northern communities, every day Bayshore’s committed nurses are delivering the services people need in

their own homes.”

Greg TullyChief Information Officer

“Bayshore has made significant investments into cyber security enhancing our ability to protect

government clients across Canada.”

Holly QuinnNational Director,

Clinical Programs/Chief Nursing Officer

“Bayshore is committed to supporting our clinicians in their professional

accountability to the public and for the quality of care provided to our clients, as demonstrated by HQO and NQuIRE

indicators.”

Kevin WebsterChief Operating Officer

“Our investment in innovative systems brings value to our government

funders.”

www.bayshore.ca