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Growing Healthier - Together

- How Quinte Health Care enhanced

their patient care services by designing
a Blended E-Learning Program
and implementing a Collaborative Online
Policy & Procedure System
Table of Contents

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

A United Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

The Backbone of the System . . . . . . . . . . . . . . . . . . . . . . . 5

The Nerve Centre ...............................5

Training Data Lifecycle Management . . . . . . . . . . . . . . . . . 6

Quality Assurance = Quality Care ...................7

Preventative Measures . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Close to Home . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Conclusion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

The successful modern healthcare organization employs an innovative

and creative strategic direction with one goal in mind - to raise patient
centred care to the highest level. This new model of healthcare must
begin in the boardroom to ultimately show up where it should, right at
the patient’s bedside. To achieve true excellence in providing modern
healthcare services that meets the increasingly complex requirements of
our communities, it is critical that every facet of a healthcare organization
always stays focused on doing what’s in the patient’s best interest.

Quinte Health Care’s (QHC) mission, vision and core values are all centred on providing their patients with
an exceptional experience of care. To produce this outcome for the people and communities they serve, QHC
has placed an equal emphasis on quality and safety throughout all facets of their multiple facility operations.

Quinte Health Care is one hospital with 4 sites including QHC Belleville General, QHC North Hastings,
QHC Prince Edward County Memorial and QHC Trenton Memorial. Their 1600 dedicated staff members,
along with the 280 doctors who have privileges, provide primary and secondary care to a diverse area made
up of the Hastings and Prince Edward Counties and the southeast portion of Northumberland County. QHC
has 250 inpatient beds, which include acute care, mental health, rehabilitation, complex continuing care,
maternity and pediatric. In addition, there are 4 active Emergency units, Surgical operating rooms at 3 sites,
a Rehabilitation Day hospital, a Children’s Treatment Centre, Diabetes Education Centres and a full scope of
Ambulatory Care clinics.

Serving such a diverse rural and urban population spread across far ranging geographical areas with a menu
of varied services is no easy undertaking, and yet QHC has never failed to excel in providing their patients
with state-of-the-art clinical science tools and resources, delivered within a cohesive organizational structure
and process designed to create a patient centred care environment.

Consequently, when QHC identified two very different operational areas within their organization they
wished to enhance to further enable their caregivers to continue to deliver the best care to their patients,
they choose to partner with (Clarity). Clarity’s expertise in developing unique, proprietary software
solutions and their significant experience within the medical community, combined with their client centred
care approach to every project they undertake, proved to be a natural fit with QHC’s project goals and work

A United Purpose

Some might ask what the implementation of a blended e-learning program

and a collaborative online policy and procedure system have in common
to QHC’s mandate to create a patient centred care organization. The
answer is that both of these program solutions heighten QHC’s ability
to enhance personnel and organizational performance within critical
areas of operation that directly affects their patients’ treatment and
care experience.

By improving individual performance and expertise through excellence in the delivery of continuing education
and training for their staff and by providing an efficient way of establishing, maintaining and disseminating
up-to-date operational guidelines simultaneously to all of their healthcare facilities, QHC is once again
ensuring that every facet of their organization is actively working toward the same goal - to provide safe
and quality patient care.

Starting with the design of a new e-learning program, QHC brought a series of well-defined final program
performance requirements to Clarity’s team of experts. QHC’s Project Manager, Ms. Judi Gilbert (Education
Consultant) spear-headed this ambitious project with accountability for developing critical project goals and
objectives with responsibility for managing and overseeing their successful completion and implementation.
Foremost amongst those goals was QHC's recognition that an e-Learning program would significantly
enhance their ability to meet the learning/training needs of both their clinical and non-clinical personnel as
well as important role continuing education plays in the recruitment and retention of staff.

Supporting Ms. Gilbert throughout the vital rollout phase of this project was Mr. Dave Allsopp (Desktop Analyst,
Information Systems). Mr. Allsopp worked closely with the Education Services Department and Ms. Gilbert,
providing invaluable expertise in the areas of pre-program implementation and was instrumental in the
successful final implementation of QHC's new blended e-learning program. Mr. Allsopp also continues to act
as the primary liaison to QHC's personnel as they learn how to navigate and use their new learning toolset.

Working closely with QHC’s team of content and technical specialists, Clarity successfully analyzed and
identified the exacting details of each educational program component currently in use, the new learning
components desired and the ideal measurement and tracking process QHC wished to implement. This vital
front-end analysis process enabled Clarity to create a customized e-learning program plan designed to meet
all of QHC’s educational and system goals.

A United Purpose
The Backbone of the System

A key component to the successful creation and implementation of any learning management system (LMS)
is the content management system (CMS). Clarity's unique, proprietary CMS (CCM.Net) is designed to fully
support the multi-faceted requirements of their clients program design needs. The CCM.Net is an intuitive
content creation toolset that enables non-technical users to author, publish and rapidly deploy media-rich
content without IT assistance. 100% web based and requiring no plug-ins or downloads, the CCM.Net uses
limited computer processing power and is multi-browser compatible with the ability to operate on either
Internet Explorer (6.0 or higher) or Firefox (2.0 or higher).

The Nerve Centre

E-learning is ideal for an organization as large as QHC, enabling them to provide customized, flexible, safe
and cost efficient online learning solutions that can respond to the rapidly evolving medical industry in a way
that traditional learning delivery cannot. Working with Clarity’s proprietary LMS, entitled LiMe (learning
information management environment) provided the system solution QHC was seeking. LiMe is an e-learning
infrastructure designed to create, manage, track, deliver and assess all aspects of an organization’s educational
program including both online and traditional delivery components, built on and fully supported by Clarity’s
content management system (CCM.Net).

Utilizing LiMe, Clarity successfully integrated QHC’s traditional/existing training methodologies (i.e., power
point, hardcopy support materials, video and teleconferences, video presentation, classroom training, etc.)
and incorporated new and highly accessible online learning elements (i.e., virtual classes, self-paced web
instruction, online course catalogues, etc.) to seamlessly create a cohesive and comprehensive e-learning
solution for their entire organization.

Additional e-learning program specifications Clarity incorporated for QHC include providing management
with the means to monitor course status and waiting list details, to group learners according to demographic
units (i.e., Nursing), the capability to review, approve and reject learner requests relative to course enrollment
and/or participation in external learning events and the ability to manage student pre and post testing activities.

A United Purpose
Training Data Lifecycle Management

Developing a truly effective e-learning solution should also include:

• The ability to collect, analyze, process and save the ever-changing data and program completion results
accurately to meet both the regulatory and occupational compliance reporting requirements of the
industry and organization;

• The capability for managers to gather and produce customized performance results on an individual
and/or departmental/occupational group basis; and

• A method to easily access personal information (allowing for user profile self-maintenance) and course
completion results by the learner to encourage professional and personal growth.

LiMe was designed to perform all of these functions with an emphasis on creating a highly intuitive
user interface, as well as facilitating additional management information reporting needs for QHC
such as:

• Daily and monthly compliance reporting tailored to comply with the specific and differing performance
standards of each facility site;

• Measurement and tracking of different e-learning sessions;

• Periodic (scalable) system usage reporting; and

• Compilation of accurate cost data by

service or cost element.

A United Purpose
Quality Assurance = Quality Care

Effective Quality Assurance (QA) in the medical industry is rooted in the organizational work ethic of a
healthcare facility or organization. Defining and implementing high QA standards and systems has proven to
have a significant, positive impact on all areas of a healthcare organization and patient care.

As integral to the QA process as providing continuing education and training, is the responsibility of the
healthcare organization to clearly define, communicate and efficiently disseminate the enterprise’s written
policies and procedures to its personnel. These corporate directives should be designed to provide both
guidance and support of employing a QA based patient care philosophy, and as such, requires the input and
expertise of not only Executive Management Team, but of the specialists and caregivers within the various
units/areas throughout the medical facility.

Typically, this has been a time consuming, challenging process for those in charge of facilitating organizational
QA policies and procedures, requiring them to manage and coordinate the exchange of confidential data
between multiple areas/facilities within an organization without comprising the control and security of this

Preventative Measures

As any healthcare professional will attest, the best approach to good health is to establish and maintain
a daily routine/regiment that strengthens our body, inside and out, to promote wellness and help prevent
negative health conditions from occurring. The same philosophy is true when it comes to establishing and
maintaining a consistent set of organizational guidelines (policies and procedures) created to ensure every
unit/facility works in the most efficient, accountable and caring manner possible to help prevent negative
operational or performance issues from occurring.

One of the many ways QHC has embraced this initiative to quality is by continuing to enhance their
organizational system infrastructure. Part of those efforts included continuing work with Clarity on a
two-phased project that involved the customization and implementation of Clarity’s proprietary CMS
platform for both their internet and intranet sites and the implementation of Clarity’s COPPS program.

A United Purpose
In the first phase of this project, partnering with QHC's Project Manager, Mr. Dave Allsopp (Desktop Analyst,
Information Systems), Clarity developed a customized CCM.Net template to provide QHC with a uniform
platform to manage the media rich content, toolset, application and reporting requirements of a sizable and
diverse user group for both their internet and intranet sites. One of the many benefits of Clarity’s CCM.Net is
that there is no system-level installation of software, ensuring that the client doesn't have to dedicate much
time or resources to server maintenance since there is no software to crash, no chance of memory leaks or
other issues that usually surround software installations. Additionally, because the CCM.Net application runs
on the Windows Server, it provides exceptional uptime performance with a track record of over 99.9% uptime
for all of Clarity's previous CMS implementations.

Once the CCM.Net was fully operational on both QHC’s external and internal sites, the second phase of this
project began with Clarity implementing COPPS on QHC’s intranet. COPPS is a revolutionary new online tool
Clarity specifically designed for the medical industry that enables authors to create, import, track and store
policy documents in an easy to use, easy to learn policy portal that ensures a controlled and documented
methodology of releasing policies and tracking changes and updates.

The first stage of this project phase was to install the COPPS program on QHC’s intranet and create a policies
and procedures portal. The next step saw the import and conversion of QHC's existing (current, historical
and archived) policies and procedures to the newly installed CCM.Net platform. Once the conversion process
was complete, Clarity's team of experts worked with QHC's project team to create the graphic layout and
design features for their customized program templates.

Full COPPS program implementation was then

possible with Clarity’s specialized team of
instructors at hand to train QHC’s QA personnel
in how to use and get the most out of this new
online methodology for authoring, publishing
and updating their medical policies and
procedures tailored to meet the unique needs
of their organizational and operational structure.

Close to Home

Just as QHC strives to ensure that the patients they serve have access to
the finest equipment, treatment tools and technology available balanced
with compassionate, quality and safe care services; QHC is equally
dedicated to ensuring that they provide their personnel with every
operational and professional advantage and tool available to make
their roles as caregivers as rewarding and straightforward as possible.

Partnering with Clarity on both of these projects has resulted in the implementation of two highly successful
projects with very positive results that met all project timeline, budgeting and performance expectations.

General user feedback has emphasized how easy the new toolsets are to use, including users who have had
limited exposure to navigating and working with computers. From an organizational standpoint, QHC has
enjoyed Clarity’s enthusiasm and commitment to taking the necessary time to really understand and respond
accordingly to QHC’s exacting program performance requirements, as well as the open channels of
communication between both organizations that Clarity established and has maintained throughout every
facet of both project endeavors. Additionally, QHC has found a willing and eager technical support partner
with Clarity who continues to provide any ongoing system support services that they require.

“ QHC has benefited from the new e-learning tool in many ways. Although the
learning curve for some staff has been greater than for others overall it has
enhanced our training/continuing education capabilities and has created a
simple tracking system for mandatory education. The new tool has streamlined
registration and given everyone at each of our four sites the same opportunities
to access courses and education material and register for desired courses.
The education department, with the implementation of the tool, is in a far
better position to monitor registration, track participants and plan future
courses based on the historical data the system provides. I have recommended
this software to other organizations not only for what the system has to
offer but also for what the people of Clarity offer. From our first meeting
everyone involved with this project has been very helpful and accommodating,
and above all very professional. ”
Judi Gilbert, Education Consultant
Quinte Healthcare Corporation


QHC’s organizational vision is to help create healthy communities with

accessible health care through partnership and innovation. Their vision
is made manifest through their strategic mission to provide quality
health care as close to home as possible, to offer health education to
health professionals and the public and to proactively advocate for the
critical resources they need to meet the needs of the patients and
communities they are here to serve.

At the end of the day, the real challenge for any conscientious and caring healthcare facility/organization like
QHC is to find new ways and methods of improving productivity to enhance patient care. QHC’s obvious
commitment to doing just that is evident in this project as well as many other notable organizational initiatives
they have chosen to implement. Clarity is honored to have been a part of QHC’s ongoing process to help
find innovative ways to improve the lives of their patients and the communities they care for.

Whether it’s providing expert consulting, application development, application integration, creative design,
employee training and/or intranet development services - our impressive team of experienced multi-disciplined
professionals enables us to ensure that our clients are presented with only the most effective and cost efficient
solutions available to support and achieve their unique organizational and customer service goals.

To explore what innovative solutions Clarity can provide your organization with or to request more information,
please call: 403.705.5900 or select request form. To learn more about Quinte Health Care, please select

Please contact us for more

information or to set up
an online demonstration:

Rob Sykes

Susan Williams