2. Guest Speaker Robin Spence Haffner, Choices for Change Robin talked about the history of Choices for Change and the services that they provide. Choices for Change (CfC) has existed since 1986. Over time, it has expanded considerably. Since 2012 it has been part of the Huron Perth Healthcare Alliance. The Phoenix Centre (peer support program) is now part of Choices for Change. CfC provides service in 37 locations throughout Huron and Perth counties. A focus is on services being accessible, free, and focusing on Harm Reduction. Robin discussed the concept of ‘Harm Reduction’, and client-centred goals. CfC does 1 to 1 counselling and group counselling. They also provide information and general support. There are currently 42 employees at CfC. We briefly discussed the legalization of cannabis and the opioid crisis. Robin’s role at CfC is the Manager of Clinic Programs and Quality Improvement. –Focus on designing services to make sure they achieve the outcomes that they set out to achieve. Quality = Safe, Effective, Client-centred, efficient, timely, equitable Success is more difficult to measure in this area of practice, and success can mean many different things. “Practice the philosophy of continuous improvement. Get a little better every single day.” –unknown Important to be able to visualize what you are doing and map it out to really understand it, in order to be able to make things better. Quality improvement is a continuous process. There are always ways to make things better. “Without data, you’re just another person with an opinion” –W. Edwards Deming Robin discussed key Quality Improvement Ideas. She will send us the slides that she provided. Goal is to get an idea to a reasonable state, try it out, then come back together an analyze it, change it, try it again, repeat. Next Phase à Client Experience: The sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care. –The Beryl Institute Robin discussed the concept of a Public Participation Framework (slides will be provided) Inform vs Consult vs Involve vs Collaborate vs Empower Robin talked about how service design must be Client-Centred and Family-Centred care. –Focus on collaboration and empowerment Robin did her undergrad degree in Psychology. She did some work at a Women’s Shelter and at a travel medical insurance company. She initially wanted to be a clinical Psychologist but determined that she was “not patient enough”. She worked her way up at the Insurance Company and gained experience with business and with managing people. She wanted to help people, so she went back to school to study the administrative and systems side of healthcare. She did her Masters in Healthcare Administration. She did some projects at London Healthcare working on quality and patient safety—specializing in stroke care. She missed the leadership side of things in this position and so she was excited when this role at CfC came up. (Her placement for her Masters had been with the HPHA so she made some good connections). | 
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