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Advancing practices in patient and family centred care

Holland Bloorview Kids Rehabilitation Hospital was pleased to host the PACE Forum (Patients and Providers Advancing Care Experiences) on November 29, 2016 in Toronto. This dynamic day-long forum brought together health care organizations and patient and family advisors interested in strengthening patient-provider partnerships and patient engagement in organizational planning and decision making.

Participants came from all over Southern Ontario, from organizations across the care spectrum to exchange ideas, participate in innovative workshops and hear from expert speakers. Participants left the forum with a renewed sense of energy and practical strategies to bring their organization’s patient and family centred care (PFCC) programs to the next level.

Check out this story about PACE Forum featured in the Ontario Hospital Association (OHA) newsletter.

Social media

Check out our Facebook album with photos from the event!

#PACE2016 was trending on Twitter. Thank you to everyone who tweeted during the forum!

Image of the Twitter hashtag

Photos from the Day

Speaker Videos

Opening Remarks

Dr. Josh Tepper, President and CEO, Health Quality Ontario, provides opening remarks at PACE Forum on November 29, 2016.

Family Perspective

Heather Evans, Family Leader, provides a family perspective at PACE Forum on November 29, 2016.

Keynote Address

Dr. Helen Bevan, Chief Transformation Officer with the National Health Service - England, provides a keynote address at PACE Forum on November 29, 2016.

Closing Remarks

Julia Hanigsberg, President and CEO of Holland Bloorview, provides closing remarks at PACE Forum on November 29, 2016.

Time Scheduled activity
8:15 - 9 a.m.Registration and breakfast
9 - 9:05 a.m.Welcome remarks
Louise Kublick, Interim Director, Client and Family Integrated Care
9:05 - 9:30 a.m.Opening Speaker
Dr. Joshua Tepper, President and CEO, Health Quality Ontario (HQO)
Patient Engagement: Where are we? Where do we go?
9:35 - 9:45 a.m.Family Perspective
Heather Evans, Family Leader
9:45 - 9:55 a.m.Overview of the day
10:15 - 11:15 a.m.Workshops (various rooms)
11:30 a.m. - 12:30 p.m.Keynote speaker
Helen Bevan, Chief Transformation Officer, National Health Service England
How to be a healthcare rebel: rock the boat and stay in it
12:35 - 1:35 p.m.Lunch and interactive window display build (Atrium)
1:35 - 2:20 p.m.Quick Hits
2:20 - 3:20 p.m.PACE Exchange
3:20- 3:25 p.m.Closing remarks
Julia Hanigsberg, President and CEO, Holland Bloorview Kids Rehabilitation Hospital
3:30 - 4:30 p.m.Networking reception and interactive window display build (Atrium)
Speaker Biographies

Opening speaker

Photo of Dr. Joshua Tepper

Dr. Joshua Tepper, President and CEO, Health Quality Ontario (HQO)

Follow on Twitter: @DrJoshuaTepper and @HQOntario
Patient Engagement: Where are we? Where do we go?


Dr. Tepper is a family physician and the President and Chief Executive Officer of Health Quality Ontario (HQO).

Previously, Dr. Tepper served as the first Assistant Deputy Minister (ADM) at the Ministry of Health and Long-Term Care, Health Human Resources Strategy Division. He was also the inaugural Vice President of Education at Sunnybrook Health Sciences Centre, a senior medical officer for Health Canada, an adjunct scientist at the Institute for Clinical Evaluative Sciences (ICES), and a research consultant for the Canadian Institute of Health Information (CIHI).

Dr. Tepper has a degree in Public Policy from Duke University, a Masters of Public Health from Harvard, and an MBA from the Richard Ivey School of Business.

Family Perspective speaker

Photo of Heather Evans

Heather Evans, Family Leader

Heather is an advocate of client and family engagement in healthcare policy and active volunteer with Holland Bloorview Kids Rehabilitation Hospital. A champion of change - Heather brings a fresh perspective and vision to all of her work along with an unwavering ability to execute that vision and deliver results.

Keynote speaker

Photo of Helen Bevan

Helen Bevan, Chief Transformation Officer, National Health Service England
Follow on Twitter: @helenbevan and @NHSEngland
How to be a Healthcare Rebel: Rock the Boat and Stay in It

Helen Bevan has been a leader of large scale change in the English National Health Service for more than 20 years. Helen has been at the forefront of many NHS improvement initiatives that have made a difference for thousands of patients ever since. In 2010, Helen’s team launched a call to action, utilising social movement leadership principles, which contributed to a 51% reduction in prescribing of antipsychotic drugs to people with dementia across the country. Helen initiated NHS Change Day, in partnership with a group of young clinical and managerial leaders in 2012. Helen also conceived, The School for Health and Care Radicals, which are currently included in “Britain’s 50 new radicals” list sponsored by The Observer.

Helen Bevan is acknowledged globally for her expertise in large scale change and ability to translate it into practical action and deliver outcomes. She provides advice, guidance and training on transformational change to leaders of health and care systems across the world.

Helen Bevan provided her remarks atPACE Forum remotely.

Closing speaker

Photo of Julia Hanigsberg

Julia Hanigsberg, President and CEO, Holland Bloorview Kids Rehabilitation Hospital

See Julia Hanigsberg's biography here.

Workshops & Quick Hits


Health Quality Ontario

‘Building as We Learn’: Challenges, Lessons Learned & Best Practices in Developing a Patient, Family & Public Advisory Council

Presenters: Amy Lang and Aman Sium
Follow on Twitter: @HQOntario
Room 0W225
Presentation (PDF)

Health Quality Ontario launched its Patient, Family and Public Advisors Program in the summer of 2015. Over the course of the year, there have been many important reflections, key learnings and thoughtful observations gathered by patient and family advisors, staff, leaders and others who benefit from the program as it has (and continues to) evolve.

Through the use of video, photography, presentations, and interactive exercises, workshop attendees will have an opportunity to explore lessons learned and best practices in creating advisory programs. Attendees will also have the opportunity to work together to explore common challenges and solutions in patient and family engagement, and how they can be applied to their work.

The Change Foundation

Rules of Engagement: Lessons from made-in-Ontario ground-breaking projects

Presenters: Christa Haanstra, Barry Vail and Gen Obarski
Follow on Twitter: @TheChangeFdn
Room 5E105
Presentation (PDF)

Meaningful patient and caregiver engagement takes commitment, flexibility, leadership and a true openness to listening and learning from patients and caregivers, and allowing their input to inform your way forward. Based on The Change Foundation’s two signature patient engagement initiatives – PATH and PANORAMA – both central to our 2010- 2015 Strategic Plan, we developed a practical Rules of Engagement report to support health care organizations in their patient engagement journey. Using the PATH project as an example, we will take an interactive approach to presenting and discussing the Rules of Engagement, provide patient/caregiver and organizational insights, and offer the audience the opportunity to deepen their understanding of engagement and explore approaches that will work in their own organization.

Holland Bloorview Kids Rehabilitation Hospital

Integrating the patient and family experience into simulation based education to enhance patient and family centred care

Presenters: Kathy Parker, Darlene Hubley and Susan Cosgrove
Follow on Twitter: @HBKidsHospital
Room: Conference centre
Presentation (PDF)

Holland Bloorview stakeholders collaborated to create four simulations about the four core tenets of patient and family centred care as defined in our organization. The simulations now form a key component of patient and family centred care training for new staff, current staff and students. This session will give learners an opportunity to identify key steps in the creation of authentic simulations and describe how meaningful discussion can emerge through simulation based education.

Holland Bloorview Kids Rehabilitation Hospital

Developing a Meaningful Research Agenda through Integrated Family Engagement in Research

Presenters: Lori Beesley, Amir Karmali and Jan Magee
Follow on Twitter: @HBKidsHospital
Room 4E100

Recent years have witnessed growing international interest in the engagement of patients and family members in health research, not merely as participants, but as full partners in all aspects of the research process. As Canada’s largest children’s rehabilitation hospital, a commitment was made to ensure the relevance, appropriateness, and accountability of research to patients and families. Given the establishment of a Family Engagement in Research Framework at Holland Bloorview Kids Rehabilitation Hospital, presenters will share their experience in launching this program, and provide an opportunity for participants to explore engagement at their organization.

Accreditation Canada

Enhancing a Culture of Client- and Family-Centred Care with the Support of Accreditation Canada’s Qmentum Program

Presenter: Andrea Gregus
Follow on Twitter: @AccredCanada
Room 4E105
Presentation (PDF)

Accreditation Canada has enhanced client- and family-centred care (CFCC) content in the Qmentum program. The aim of this change has been to provide best practice standards and guidance that foster a culture shift toward CFCC. The standards support client engagement and opportunities for incorporating the client voice into all aspects of service planning, delivery and evaluation. This presentation will review the new CFCC content in the Qmentum program, provide examples of criteria in the standards and discussion on how to address criteria requirements. By the end of the session, participants will gain an understanding of the scope of CFCC content in the Accreditation Canada standards and be able to identify strategies to implement the standards to support their organization’s journey of CFCC.

Quick Hits

Rouge Valley Health System
Presenters: Kristy MacDonell, JP Ah-Nim
Partnering with Human Resources to Leverage Alignment of Core PFCC Concepts and Competencies

The Change Foundation
Presenter: Christa Haanstra
Family Caregivers: Who? What? Why?

London Health Sciences Centre
Presenters: Jennifer Banting and Karen Pierre
Storytelling - Fostering Patient and Family Centred Care
Presentation (PDF)

Sunnybrook Health Sciences Centre
Presenter: Guna Budrevics
Partnering with Patients and Families to Deliver Sunnybrook’s Education Bundles
Presentation (PDF)

The Hospital for Sick Children
Presenter: Krista Keilty
Partnering with Children and Families to Achieve Bedside Nursing Shift-Handover
Presentation (PDF)

University Health Network (UHN)
Presenter: Kerseri Scane
A Focus on UHN’s Virtual Patient Focus Group|
Presentation (PDF)

Holland Bloorview Kids Rehabilitation Hospital
Presenter: Laura Oxenham-Murphy
Quality Improvement Plan (QIP) Engagement
Presentation (PDF)

Holland Bloorview Kids Rehabilitation Hospital
Presenter: Joanne Maxwell
connect2care Health Portal
Presentation (PDF)

PACE Exchange

The PACE Exchange was an opportunity for attendees to collaborate and develop strategies for a number of scenarios in providing patient and family centred care.

Scenario One: On the FrontlinesScenario Two: A Measure of QualityScenario Three: It's All in the DataScenario Four: Are You Hearing Me?
Table 1 Document (PDF)Table 4 Document (PDF)Table 7 Document (PDF)Table 10 Document (PDF)
Table 2 Document (PDF)Table 5 Document (PDF)Table 9 Document (PDF) 
Table 3 Document (PDF)Table 6 Document (PDF)  
About Holland Bloorview Kids Rehabilitation Hospital

Holland Bloorview Kids Rehabilitation Hospital is Canada’s largest children’s rehabilitation hospital. We focus on improving the lives of kids with disabilities, kids needing rehabilitation after illness or trauma and kids whose medical complexity requires specialized care. We serve nearly 7,500 children and youth annually accounting for over 1,000 unique diagnoses. The hospital is a global leader in disability research, teaching, and client and family centred care.


Contact Louise Kublick, Interim Director of Client and Family Intergrated Care, for questions about PACE Forum at