Contents Carefirst's Services Centres

Contents

Carefirst’s Services Centres

Mission & Values ............................................................................................................................... 1

Strategic Plan 2016-2021 ............................................................................................................ 2 – 3

2019/2020 Report from the President & Chief Executive Officer ............................................. 4 – 5

Board of Governance .................................................................................................................. 6 – 7

2019/2020 Financial Report .............................................................................................................. 8

2019/2020 Balanced Scorecards ....................................................................................................... 9

A Concerted Effort to Address the COVID-19 Pandemic Challenges ................................... 10 – 12

2019/2020 Service Highlights ................................................................................................. 13 – 23

2019/2020 Service Statistics ............................................................................................................ 24

The Carefirst Family – Carefirst Family Health Team ............................................................ 25 – 32

– Carefirst Foundation .......................................................................... 33 – 37

Donors .................................................................................................................................... 38 – 39

Acknowledgements ................................................................................................................ 40 – 41

2019 / 2020 Activities Highlights ............................................................................................ 42 – 45

Carefirst One-Stop Multi-Services Centre300 Silver Star Blvd., Scarborough, ON M1V 0G2Tel: 416-502-2323 Fax: 416-502-2382

Carefirst Family Health Team & Carefirst Specialist Clinic (Scarborough Site)300 Silver Star Blvd., 2/F, Scarborough, ON M1V 0G2Tel: 416-502-2029 (FHT) 416-847-8940 (Specialist Clinic)

Carefirst Family Health Team (Richmond Hill Site)420 Hwy 7 East, Suite 27, Richmond Hill, ON L4B 3K2Tel: 905-695-1133 Fax: 905-695-0826

Carefirst Transitional Care Centre300 Silver Star Blvd., 3/F, Scarborough, ON M1V 0G2Tel: 416-572-3838

York Region Community Services Centre420 Highway 7 East, Suite 104A, Richmond Hill ON L4B 3K2Tel: 905-771-3700

Adult Day Centre • 300 Silver Star Blvd., 2/F, Scarborough, ON M1V 0G2 Tel: 416-847-0277

• 3601 Victoria Park Ave., Suite 209 Scarborough, ON M1W 3Y3 Tel: 416-649-1212

• 9893 Leslie Street, Richmond Hill, ON L4B 3Y3 Tel: 905-780-9646

South Toronto Office / Helena Lam Community Services479 Dundas Street West, Toronto, ON M5T 1H1Tel: 416-585-2013

York Region Richmond Hill One-Stop Access Multi-Services Centre / Ip Fu Ling Fung Adult Day Centre9893 Leslie Street, Richmond Hill, ON L4B 3Y3Tel: 905-780-9646 Fax: 905-780-9045

Mississauga Community Services Centre1051 Eglinton Ave. West, Mississauga, ON L5V 2W3Tel: 905-270-9988

Supportive Housing Services91 Augusta Ave., Suite 707, Toronto, ON M5T 2L2Tel: 416-603-0909 Fax: 416-603-0436

3825 Sheppard Avenue East, Suite 902Toronto, ON M1T 3P6Tel: 416-291-1800 Fax: 416-291-9586

Assisted Living Services65 Anna Russell Way, Markham, ON L3R 3X3Tel: 905-752-0401 Fax: 905-752-0403

20 Water Street, Suite 201, Markham, ON L3P 7P7Tel: 905-294-9434 Fax: 905-294-9436

Overnight Stay Program87 Anna Russell Way, Markham, ON L3R 3X3Tel: 905-752-0402

www.carefirstontario.ca · email: [email protected]

Carefirst Seniors & Community Services Association

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• Client-and-Family-Centred Service - Respect client and family’s right to co-design and participate in discussion making about service utilization, their health and wellness.

• Quality and Safe Services - Provide and promote excellence in service through its quality standards safe and best practices.

• Responsiveness to Diverse Community Needs - Respect diversity within the community through the provision of culturally and linguistically sensitive services.

• Respect for Staff - Value the contribution of all employees by making every effort to meet their professional needs.

• Integrated Care Approach - Consider the needs and well-being of clients, families and caregivers by using an inclusive, holistic service approach.

• Professional Care - Provide services in a professional manner, ensuring that programs are delivered by qualified and competent staff.

Mission Statement

Our mission is to ensure that seniors and others in need of services, living in Toronto and surrounding areas, enjoy a high quality of life in their communities. We strive to maximize their well-being through a range of social, health care, and supportive services planned and delivered through an integrated model of care. We will ensure that a comprehensive range of services are delivered by an effective team of professionals and volunteers on a holistic basis.

Promoting in the broader community an

awareness of our clients’ needs for social,

health care & support services.

Advocating to government, voluntary

and private sectors on issues relating to policies

and programs that affect our clients.

Ensuring a professional and caring attitude in all our client

relationships.

Providing top quality & culturally relevant social, health care, & support services to

our clients.

Achieving optimal wellness levels in our clients by encouraging

them to participate as actively as

possible in their communities.

We Achieve

Our Mission by:

Delivering client-centred

services that reflect an integrated model

of care.

Carefirst will be a leader in providing comprehensive, responsive and client-focused programs to seniors and others in need of services in the Greater Toronto and surrounding areas.

VI

IO N

SVISION & VALUES

Carefirst Strategic Plan 2016-2021

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Context

The new 2016-2021 strategic plan was developed at an important moment in Carefirst’s history. In October 2015 Carefirst moved into its long planed new quarters. The building on Silver Star Blvd was conceptualized, designed and built by the Carefirst community. This innovative multi-service centre was the culmination of a decade of planning and fund-raising. Its opening marks a new era for Carefirst. This Strategic Plan reflects the vision that underlies the development of a Multi-Service Centre that can provide an exemplary Integrated Model of Care based on the successful PACE model replicated extensively in the United States

Strategic Planning process

Carefirst’s strategic plan is the result of a very thorough assessment, consultation, analysis and discussion process led by our Strategic Planning Working Group consisting of an external consultant, Board and staff members with the involvement of all relevant stakeholders. From the deliberations and consultations throughout the planning process, a number of strategic imperatives were identified and prioritized.

Strategic Imperatives

Develop a New Carefirst Business Model based on the PACE Model for Promotion of Integrated Care

• Establish through performance indicators that the PACE based model implemented by Carefirst is capable of meeting the MOHLTC expectations for high-quality, safe, and cost effective integrated community-based care.

• Promote the new Carefirst Business Model as a publicly recognized integrated care model that works in Ontario, specified in terms of key ingredients and evidenced based outcomes.

Promote Organizational Health as the Greatest Opportunity for Improvement and Competitive Advantage

• Demonstrate that Carefirst cares for its staff’s work life balance and HR communications as much as it does for its clients, through adapting leading-edge human resources, policies and practices.

• Build a robust succession planning program that emphasises current talent development and increases the availability of experienced and capable employees to meet future leadership needs.

Carefirst Strategic Plan 2016-2021

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Develop a Comprehensive and Effective Marketing & Rebranding Strategy for Carefirst and Its Services

• Reinforce Carefirst’s positioning in the home and community care sector by leveraging the new business model.

• Establish Carefirst as a leader in innovative home care practices amongst clients, funders and other service providers.

Diversify and Broaden the Revenue Base to Enhance Organization’s Capacity

• Seek business partnerships to complement and augment the resource base so as to enhance Carefirst’s capacity and efficiency in service delivery.

• Develop social productive enterprises that are relevant within Carefirst’s mandate and jurisdictions to broaden the funding sources as well the service scopes for the benefit of clients and caregivers.

Expand Development of Strategic Alliance and Selective Partnering to Enhance Social Impact

• Develop a matrix of strategic alliances and collaborative service partnerships to enhance the development of integrated care

• Explore and open new forms of partnerships to gain access to new service opportunities.

2019/2020 Report from President and CEO

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Fiscal year 2019-2020 had been challenging for Carefirst due to significant external environmental changes, including the ongoing provincial health-care reform to end hallway medicine with the introduction of Ontario Health Teams, and the internal rejuvenation of the agency’s governance structure. Moreover, organizations were suddenly confronted with mounting difficulties stemming from the COVID-19 pandemic in the latter part of the fiscal year. These challenges might have shaken up the organization, but Carefirst was able to ride over the tides with its robust foundation and role as an essential home and community care service provider for the aging population and vulnerable individuals.

Although the external changes and COVID-19 posed as serious threats to the organization, they also offered Carefirst opportunities to foster its growth and development in 2019-2020, we want to highlight Carefirst’s accomplishments in promoting integrated care among our partners and peers and advancing quality integrated services to our clients and their families amidst the historic health-system transformation and pandemic. Some of our key accomplishments include:

• Partnership and participation in Ontario Health Teams

• In March 2019, the province introduced a new model of care that brings together health-care providers to work as one team. Ontario Health Teams (OHT) enable providers to coordinate and deliver patient-centred care, and ultimately, build a more connected and sustainable health system. By the end of the year, the Government of Ontario approved the first cohort of 24 OHTs.

• Carefirst Seniors and Community Services Association and Carefirst Family Health Team participates in several OHTs (North York Toronto Health Partners, Eastern York Region North Durham OHT, and Scarborough OHT) as core partners and are involved in different working groups, such as Performance Management Committee, Dementia Care Action Team, and Digital Health groups, etc.

• Being a partner in the various OHTs and partaking in their development during the pandemic has been an invaluable experience. Carefirst received tremendous support and guidance from the hospitals in infection prevention and control and implementing large-scale COVID-19 testing for clients and staff. Also, partner organizations were able to learn from Carefirst’s expertise and experience in grass-root community engagement and delivering care to racialized and immigrant communities.

• Delivering care amid COVID-19 pandemic

• Upon World Health Organization’s characterization of COVID-19 as a pandemic on March 11, 2020 and the subsequent mandatory closure of non-essential workplaces ordered by the Government of Ontario, Carefirst modified both its existing essential and non-essential services by adopting a hybrid approach with the delivery of virtual programs and in-person homecare services, to protect clients and staff and introduced new emergency relief initiatives to support vulnerable community members.

• Despite Carefirst’s inexperience with this kind of unprecedented health crisis, the organization was able to persevere during this period to continue delivering essential services and retain staff and adequate volunteer support.

• With relief funding from the Government of Canada and support from the Ministry of Health, funders and partners, Carefirst launched the COVID-19 Emergency Community

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Support Services program to support at-risk Ontarians who have experienced food insecurity, deteriorating health and social isolation during lockdown.

• Development of Carefirst Campus of Care

• Carefirst is invested in implementing and advancing innovative strategies that foster positive aging and create sustainable and healthy communities. The organization plans to redevelop its existing property at 9893 Leslie St. in Richmond Hill into a state-of-the-art “campus of care.” It will offer a continuum of community-based and facility-based services that empower seniors to age in place.

• The Carefirst Campus of Care will integrate residential care, health services and community and social services under one roof to ensure greater accessibility, continuity and quality of care. Local residents will have access to health, social, education, cultural and recreational programs and services that nurture community life.

• Our principal interest is to support seniors; however, Carefirst is committed to serving all individuals regardless of age, gender, ethnicity, health condition and socio-economic status. Our goal is to ensure equitable, affordable, accessible, high-quality care and services for everyone. Carefirst believes that a campus of care is a sustainable model to support positive aging and strengthen our communities.

• Overhaul of Carefirst Strategic Plan

• Carefirst is now in the fifth year of its Strategic Plan 2016-2021. The organization has kicked off its strategic planning process with support from students of the Master of Health Administration (Community Care) program at Ryerson University Ted Rogers School of Management. The group has started conducting an internal environment scan of Carefirst’s strengths, weaknesses, and opportunities.

• Moving forward, Carefirst will identify strategies that will best enable the organization to advance its mission. The organization is committed to engaging relevant stakeholders, Board, staff, volunteers and clients/families in the strategic planning process; establishing measurable goals and approving priorities for implementation; and revisiting its strategies as internal and external environments continue to evolve.

• Carefirst has always been a progressive and conscientious service provider. We believe that an in-depth current state analysis will generate valuable insight that helps ground future decision-making, service planning and development to ensure resource-use optimization for the maximum benefit of clients and community.

We would like to convey our gratitude to our funders, service partners, donors, staff and volunteers for their unfailing support, contributions and hard work in fulfilling Carefirst’s mission and commitment to clients, caregivers, families and community.

Dr. Sheila Neysmith Helen Leung President CEO


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Honorary Advisory Council Chair Irene So

Fundraising & Finance Management Advisor Stanley Kwan Charles Poon

Medical & Health Advisor Dr. Samir K. Sinha

Social Work Advisor Dr. Ka Tat Tsang

Board of Directors 2019-2020

President Dr. Sheila Neysmith

Executive Vice-President Dr. Sandra Tam

Treasurer Kingson Lee

Secretary

Will Sung

Committee Vice-President

Building & Maintenance Committee

Milton Lee

Ethics Committee

Dr. Sheila Neysmith

Human Resources Committee

Dr. Sandra Tam

Information Technology Committee

Dr. Linying Dong

Service Quality & Safety Committee Dr. Alan Monavvari

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Directors

Mabel Bayot *

Peter Choy

Philip Ho

David Lai *

Shirley Ng

Dr. A. Paul Williams

Lawrence Wong

Nominees for 2020-2021 Board of Directors

Freida Chavez

Matthew Lee

Philip Ho – Re-elect

Dr. Sheila Neysmith - Re-elect

Shirley Ng – Re-elect

Thomas Yeung

Will Sung – Re-elect

Senior Management Team

Chief Executive Officer

Helen Leung

Finance Controller

Edmund Kwan

Director of Client Care

Alice Mui, Director of Client Care (Social Services)

Angie Saini, Director of Client Care (Clinical Care)

Ann Cheuk, Program Director (Home Care)

Edith Lam, Director of Development & Communication

Mindy Ginsler, Director, Human Resources

Nancy Leung, Program Director (Wellness and Volunteer Development)

Sam Kwan, Director, Innovation & Development

*Resigned during the term


2019/2020 Financial Report

Carefirst Seniors and Community Services Association

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2019/2020 Balanced Scorecard

Outcome Measure of Accomplished Strategies and Objectives Based on Quadruple Aim

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Client and Family Experience• Effectiveness Key Performance Indicator 1: Percentage of clients/caregivers

who indicated good to very good experience and satisfaction: Achieved 94.1% with target 92%

Key Performance Indicator 2: Percentage of clients/caregivers who indicated that they would recommend Carefirst’s services and programs to others: Achieved 95.5% with target 95%

• Client/Family Centeredness Key Performance Indicator: Percentage of casework clients/

caregivers who commented that they had high involvement in their care/service planning: Achieved 85.5% with target 85% * Total number of survey respondents: 1,377 (20% of total individual case clients served) * Performance in all three KPIs exceeded the targets set for 2019-2020.

• Safety The number of client safety incidents is 2% lower compared to

last year (40 incidents reported in 2019-2020 as compared to 41 incidents reported in 2018-2019). * Total number of case clients served: 6,890* Total number of clients served including casework

clients, participants of outreach activities, workshops, classes, trainings and group activities: 14,990

Provider Experience• Over 54 online training sessions on core

topics relating to compliance to all new staff, plus refresher and performance management courses assigned (150+ staff): New Diversity Training offered to all staffs, LEAN Yellow Belt Training to 25 staffs, 27 Lunch & Learn Sessions on wide variety of wellness and clinical topics.

• Development of COVID-19 policies and protocols for employees and public, and training to reduce risk and ensure safety.

• Implemented the use of Mobile Health Solutions among 205 Personal Support Workers and Home Helpers across the Greater Toronto Area and York Region to enhance work efficiency.

• Increase in claims filed with Workplace Safety and Insurance Board (WSIB) -17 claims in 2019 vs 11 claims in 2018; remains relatively low given nature of work and volume of service.

Population Health• Successfully adopted a hybrid approach of both

in-person and virtual care delivery across Carefirst services and programs to meet ongoing client and patient needs during COVID-19 pandemic.

• Total of 1,810 viewers of the Virtual Health Education (VHE) program averaging 160 viewers each session.

* Total number of participants served: 500

• 91% of VHE participants indicated that their knowledge and understanding of the subject increased.

• 91% of VHE participants indicated that the program has been helpful in their daily lives.

• 7,441 packages containing cloth masks and health information delivered in the community.

• 22 new partnerships established to enhance neighbourhoods of care.

*Note: Population Health statistics collected up to July 31, 2020

Financial Management• 2% increase in total agency revenue

with total operating budget of $21.5 million.

• 4% increase in government and supportive

grants.

• 3% increase in restricted reserve funds.

• 67% decrease in fundraising proceeds towards agency operation.

• 88% operating budget expensed on direct client services.

Acknowledgements

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Carefirst would like to acknowledge the following funders, service partners, community organizations and individuals for their support and contributions in enabling Carefirst to ramp up COVID-19 emergency relief

programs and the virtual health education series to assist vulnerable seniors and individuals to maintain their healthy and safety during this pandemic:

Funders and Service Partners:

Community Organizations and Individuals

Alzheimer Society of TorontoBetter Living Health and Community ServicesCentral East Local Health Integration NetworkCentral Local Health Integration NetworkCHATS – Community & Home Assistance to SeniorsCircle of CareCity of TorontoEastern York Region North Durham Ontario Health TeamHuman EndeavourNorth York General Hospital

North York Toronto Health PartnersOntario Community Support AssociationScarborough Health NetworkSCHC – Scarborough Centre for Healthy CommunitiesSPLC – Senior Persons Living Connected Toronto Central Local Health Integration NetworkToronto Public LibraryTransCare Community Support ServicesUnited Way Greater TorontoThe Regional Municipality of York

A1 Chinese RadioAcross U-HubAgincourt Rotary ClubAlex Zhao Allan Tam, School Board TrusteeBenjamin FuBselflessCanada HK Horizon Lion’s ClubCanada SewsCapable PlasticsCarefirst’s volunteersChengyi WeiChinese Cultural Centre of Greater Toronto Cloth Mask Production GroupCreative Path Digital ImagingDarren SooDr. Alan FungDr. Alice ChengDr. Chi Ming ChowDr. Grace LeungDr. Jason KwokDr. Kenneth KwanDr. Ping Fun ChoyDr. Winnie ChingEllen SoEmily LawFairchild RadioFairchild TVFirehouse Subs CanadaFountain of Love & LifeGTA Sign DepotHomes First

Huang YixiongIris LamJean Yip, M.P.Jim Karygiannis, City of Toronto CouncillorJoyful Christian ChurchJulie WongKing & Bay Mission2Mask InitiativeKurdish HouseMaria ChoiMarkham Peoples Community Church Mary ZhuMask of GraceMay YimMount Sinai Hospital Wellness Centre New Covenant Alliance ChurchOntario PPE CollectivePeter ChoyPoly Beaute Group PotBelly BagsRichmond Hill Chinese Baptist ChurchScrub Caps AngelsSewing AngelsSewing ArmySoong Kam Wing Music & Arts CentreSt. John AmbulanceStouffville Grace Baptist ChurchTESCO Building SuppliesThe Confederation of Toronto Chinese Canadian OrganizationsToronto Chung Wah Chinese SchoolToronto Police ServiceWinnie WongYan LiuYasmin Visram

A concerted effort to address the COVID-19 pandemic challenges

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2019/2020 Service Highlights

Adult Day Program

Adult Day Program (ADP) serves as a care coordination hub within the INTEGRATETM model of care. It is an integrated support service that provides case management and supervised programming in a group setting alongside other allied health-care services for older adults living with frailty, dementia and related disorders and/or those who routinely experience physical, social and cognitive challenges.

In 2019-2020, ADP provided a total of 30,652 attendance days to approximately 550 individuals at four different centres and two mobile sites in Scarborough, Richmond Hill and Markham. ADP supported clients to achieve and maintain their maximum level of functioning so as to prevent early or inappropriate institutionalization and provide respite, information and resources to their care partners.

• Promoted sense of well-being and boosted self-esteem:

• Delivered different therapeutic interventions to encourage physical exercise, cognitive stimulation, socialization and interaction among participants. Activities include music appreciation, drum circles, gardening, arts and craft, virtual reality immersion, reading and video games.

• Enhanced social connectedness and integration into the community:

• Offered regular visits/tours to community sites (police station, fire station, temples/churches, parks, community centres, museums) and other scenic locations to encourage participants’ interaction with their community.

• Implemented virtual Adult Day Program in response to the pandemic:

• Since the closing of the on-site in-person program in mid-March, the ADP team has connected with and provided activities to seniors through different virtual modalities such as by email, post, telephone and online platforms.

• The virtual ADP was–based on the participant’s cognitive functioning, attention span and availability of caregiver support–conducted in individual and group settings. Activities include light exercises, cognitive games, singing and news sharing. Virtual ADP is a great opportunity to introduce technology to seniors and enable staff to teach them how to use these electronic devices to stay connected in the future.

• Increased support and coping capacity for caregivers through education, engagement, counselling, support groups and bundled short-term Overnight Stay Program - Respite Care (Overnight ADP):

• Staff provided ongoing education focused on to health and medication information, assistive device assessment, COVID-19 safety measures and use of virtual technology.

• Involvement of caregivers in festive cerebrations, case rounds, virtual programming, falls prevention and safe use of assistive devices.

• In partnership with Alzheimer Society of Toronto, Carefirst ADP trained six volunteer caregivers to be facilitators of a caregiver peer support group.

• Enhanced provider experience in serving seniors through increased training, education, case rounds and safety supplies:

The integrated approach brings positive impacts on clients and their caregivers. The services are better delivered to the clients as the resources can be easily accessed within the agency.

The weekly case rounds bring together the different service units within the agency and their expertise to discuss care delivery challenges and develop appropriate action plans to support clients and their caregivers.

PSW, team member of ADP Recreational Therapist, team member of ADP

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• Provided emergency support for at-risk seniors experiencing challenges that were exacerbated by the COVID-19 pandemic through the set-up of an emergency community support service team:

• Collaborated with Ontario Health Team (OHT) partner organizations to address the needs of the community through a centralized online and phone referral system.

• The basket of emergency support services include a food security program; medication and essential delivery; grocery shopping and delivery; wellness and security check; emotional support; and care coordination.

• Achieved outstanding client experience demonstrated by the responses received from Client Experience Survey and Client Testimonials:

• Clients randomly surveyed: 160 (16.5% of total individuals served)

• Client’s overall satisfaction in service quality: 97.5 % Good to Excellent

• Client’s overall satisfaction in service effectiveness: 93% Good to Excellent

• Client’s overall satisfaction in linguistic appropriateness: 99% Good to Excellent

Home Care Services

Home Care offered a range of services to clients:

Service No. of clients Total hours of service

Personal Support Service 1,067 166,315

Home At Last 186 1,302

Home First 33 260

Respite 72 7,910

Private – Personal Support 41 5,106.25

Private – Home Cleaning 460 17,584.30

In 2019-2020:

• 92 Personal Support Workers (PSW) served 1,399 clients from the Central, Central East, and Toronto Central LHIN catchment areas in collaboration with a team of five Client Service Coordinators (CSCs) and two Registered Nurses.

“I can stay home and delay the application for LTC home.”

~ Mr. Tang, a 78-years-old senior

“I gained awareness on how to get help for any physical or financial abuse by close relatives.”

~ David, an elder abuse workshop participant

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“I feel relieved from my guilt, despair and hopelessness through the peer support and sharing with other people who have lost their loved one as well. I can move forward as I am not alone.”

~ Ms. Mak’s daughter

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• 27 Home Helpers (HH) provided private home cleaning services for 460 clients.

• 68 workers attended five sessions of First Aid and CPR training.

• The Mobile Health Solutions (MHS) tool was launched in March 2020, with work cellphones distributed to 185 PSWs and HHs of Home Care and Assisted Living Services. Ongoing training has been conducted to familiarize staff with the platform. The innovative platform helps programs run more efficiently by allowing Carefirst to electronically log work hours thus reducing staff travel time needed for documentation submissions. The technology also helps the organization to reduce its paper consumption and carbon footprint.

Similar to Supportive Housing, Home Care made modifications to its processes according to guidelines from the Ministry of Health and Public Health in order to continue providing personal care and housekeeping services to clients during the COVID-19 pandemic. Home Care also participated in service programs created by the COVID-19 Response Team to further ensure the health and safety of community clients.

• Overall satisfaction rate based on Client Experience Survey: 89.1%

Integrated Dialysis Care Program

Integrated Dialysis Care (IDC) at Carefirst was launched on February 21, 2019 in collaboration with Scarborough Health Network as a pilot program that explores community-based Assisted Peritoneal Dialysis (PD). The Carefirst IDC team—composed of a Team Lead and six nurses who have extensive training and accelerated experience—delivers highly specialized PD care to community members who may otherwise require in-centre hemodialysis due to a lack of home support or physical or cognitive limitations. In the last year, IDC conducted almost 12,000 visits and saw no turnover in the team.

IDC has adopted the Shared Care Philosophy by partnering with patients to manage their chronic kidney disease. It encourages patients to be active participants in their care, promoting a more positive outlook towards their disease. Shared Care is based on the Shared Hemodialysis Care initiative in the United Kingdom. Patients and families take an active role in their treatment by learning to master certain tasks involved in their dialysis care including taking their own blood pressure. The active role enables patients to learn more about their disease and engage in elements of their care in a safe patient-centred environment.

Shared Care also contributes to the sustainability of the health-care system by allowing the IDC team to support new patients as former ones become more independent. This has become ever more evident during the pandemic when patients and caregivers began putting their knowledge to use at home. The IDC program will nonetheless remain vigilant and continue to support and respond to their unique needs amid COVID-19.

Supportive Housing Services

• In 2019-2020, 158 clients received Supportive Housing services for a total of 41,151 hours. The program continued to focus on the safety of elderly clients by carrying out 88,559 in-person visits at four designated senior buildings and 21,284 telephone security checks.

• A team of 24 dedicated Personal Support Workers (PSW) provided: personal care, basic home cleaning, laundry, security checks, medication reminders, emotional support, caregiver support services, and access to 24-hour emergency response services that enable frail seniors to continue


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living independently in the community. PSWs closely monitored clients and reported changes to the Client Service Coordinators (CSC).

• Two CSCs conducted regular home visits to assess clients and developed individualized, coordinated care plans in collaboration with clients and caregivers. Notably, 94% of clients agreed that they/their caregivers were engaged in care planning.

• In addition to personal support services, clients were referred to other Carefirst programs to ensure they received services that met their needs. For example, nurses and dietitians from the Diabetes Education Program routinely visited clients to monitor their health and offer advice on diet and exercise. Clients were also referred to the Geriatric Assessment and Intervention Network (GAIN) if and when they experienced functional decline or have cognitive issues.

• Since the COVID-19 pandemic, the program has made adjustments to its procedures in order to continue supporting clients and minimizing their risk for infection. These measures include ensuring staff are provided with sufficient personal protective equipment; conducting daily staff and client screening for COVID-19-related symptoms; providing clients with a cloth mask that had been generously donated to Carefirst; using IPads as a tool to encourage cognitive and social stimulation; and providing ongoing infection prevention and control education to staff via virtual platforms.

• Overall satisfaction rate based on Client Experience Survey: 79.1%

Transitional Care Centre

Carefirst Transitional Care Centre (TCC) provides residents with restorative care, and respite care to caregivers. TCC offers residents a safe place to socialize and increase their strength and mobility while they wait to transition to their next place of residence, such as back home after a hospitalization or to a long-term care home. Residents can access physiotherapy, personal support services and other programming available at Carefirst including Adult Day Program. Caregivers can feel reassured that their loved ones are being well looked after, thus avoiding caregiver burnout.

In 2019-2020, TCC provided 5,541 days of care to 169 unique individuals. Its interdisciplinary team of providers continued to design comprehensive individualized care plans with residents to meet their holistic needs:

• 81% of respondents rated their care experience to be very good/excellent

• 90% of respondents would recommend TCC service to family and friends

• A significant number of residents expressed that staff were caring, helpful and compassionate

• 92% of TCC staff reported that they have good work-life balance on the unit

In response to the COVID-19 pandemic, TCC proactively implemented policies and procedures to protect its residents, volunteers and staff. The unit closed its doors to external visitors in March and has since complied with all Ministry of Health and Toronto Public Health mandates and directives. The team coordinated virtual communication online and by phone so residents could remain connected to their loved ones. Residents and caregivers also safely saw each other while the unit was closed through window visits arranged by staff.

TCC will continue to ensure the safety those on the unit. Thank you to staff, residents and caregivers for their ongoing patience, support and collaboration.

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Transportation Service

Transportation plays a vital role in empowering older adults to maintain a high-quality life and independent living in the community. An accessible, affordable, safe and reliable transportation service promotes social connectedness and population health for all.

• Maintained the capacity to serve over 1,100 seniors with frailty, cognitive impairment and/or other conditions for a total of 37,938 rides. The neighbourhoods served in 2019-2020 spanned across Toronto and York Region including Scarborough, North York, Richmond Hill, Vaughan and Markham-Stouffville.

• Expanded functions to address urgent needs, such as food insecurity and social isolation, that were magnified by COVID-19 pandemic including the delivery of food hampers, hot and frozen meals, groceries, medication, hygiene items and other essentials to support homebound and lone seniors, discharged patients, self-isolating individuals and families. The Carefirst Transportation Service team also supported Scarborough Health Network (SHN) to conduct COVID-19 testing in Scarborough-based nursing homes and pop-up assessment centres by providing testing supplies and transportation to SHN nurses.

• Enhanced provider experience, knowledge, competency, safety, sense of confidence and fulfillment through increased training and support for drivers to enable them to serve seniors living with neurological conditions at time of the pandemic challenges.

• Delivered training on topics including proper PPE use; hand hygiene; dementia and how to communicate with seniors with cognitive impairment; how to serve seniors with increasing complexity of needs; safe driving skills; preventive and safety measures during COVID-19.

• Offered opportunities to discuss case studies, identify changing client needs and develop intervention plans alongside other service providers to provide integrated care to clients.

• Increased support to ensure the safety of staff by supplying them with adequate PPE and equipment for vehicle cleaning and disinfection; installing sneeze shields in all agency vehicles; conducting on-site COVID-19 swab tests; and equipping staff with mobile devices with data connection to digitally screen riders.

SocialActivities,5444,14%

MedicalAppointment,2021,5%

MallShopping/Outing,2628,7%

AdultDayProgram,27122,70%

HospitalDischarge,635,2%

Dialysis,992,2%

2018-2019TransportationServices

(38,842units,%perpurpose)

SocialActivities

MedicalAppointment

MallShopping/Outing

AdultDayProgram

HospitalDischarge

Dialysis

Hospital Discharge2%

Dialysis 3%

Social Activities 15%

Medical Appointment7%

Mall Shopping/Outing 11%

Adult Day Program62%

2019-2020 Transportation Services (37,938 Units, % per purpose )


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Youth Leadership & Volunteer Development

In order to enhance volunteers’ skills and knowledge for service delivery, Carefirst delivered a certificate training program that covered topics such as Dementia 101 and Aging Simulation; Understanding Behaviours and Communication; Transfer Skills; Infection Prevention and Control; and First Aid and Emergency Management Workshop. A total of seven training sessions were conducted with of 112 participants.

Post-training Evaluatio sed on 107 surveys submitted by participants):

• 99% of participants indicated they had a better knowledge and understanding of the topic discussed

• 97% indicated that the knowledge and skills learned were helpful and useful for them to carry out the duties

• 97% indicated they have a higher level of confidence in the provision of services

The Volunteer Advisory Committee was established in June 2019 by eight volunteers who have supported various services and programs at Carefirst. The Committee ensures the volunteer voice is incorporated in the planning and managing of services and activities for both volunteers and clients. Committee members meet every two months and they serve in an advisory capacity by making recommendations on matters that impact the experience of volunteers, clients and families at Carefirst.

Intergenerational Program 2019:

• 27 youth graduates from Youth Volunteer Leadership Training Program, with support from two adult volunteers, served 96 seniors in two intergenerational events at Tam O’Shanter Seniors Apartment on August 1, 2019 and Carefirst One-Stop Multi-Services Centre on August 16, 2019. The program was coordinated by Youth Leadership and Volunteer Development Team in collaboration with Wellness Team and CSS Team

• 80% of youths (19 out of 24 respondents) reported feeling positive after the program

Vocational Training Centre

• Promoted employability, skills building and networking opportunities that assist marginalized individuals to participate in the labour market through the delivery of 16 training programs and intensive individual support/career counselling in job finding and work retention:

• Accredited Personal Support Worker (PSW) Certification Program that prepares immigrants, visible minorities and unemployed individuals to provide care to seniors with frailty and special needs.

• Linguistically appropriate community enhancement courses offered to immigrants, lone parents and low-income individuals, including Post-natal Care Attendant Training Program, Home Helper Training Program, and Food Handler Certification Program.

• Built capacity and supported recipients of Ontario Works in their job search to achieve economic self-sufficiency through the delivery of Personal Care Aid Training Program and the provision of wrap-around services funded by City of Toronto Employment and Social Services:

• Offered a 300-hour Personal Care Aid Training Program via in-person and online hybrid modality. Eleven (11) out of 16 individuals had successfully enrolled in the program. Program will continue to support participants in their job search and career development.

Carefirst Family Health Team2019-2020 Annual Report

Carefirst Family Health Team

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Overview:

In the past 2019-2020 fiscal year, Carefirst Family Health Team (FHT) had been dedicated its commitments to the following priorities:

1. Provide patient/family-centred care with an emphasis on a team-based approach.

2. Support Carefirst FHT programs and services with Ontario Health Team Year 1 objectives.

3. Expand existing service scopes to meet patients/families’ health-care needs.

4. Continue ongoing improvements to the quality and safety of care for patients and staff.

5. Provide timely access and responsiveness to diverse population needs and provide holistic and culturally sensitive care.

6. Continue utilize a collaborative INTEGRATETM model of care.

7. Implement innovative solutions and identify gaps in health information tracking, management and analysis of data to support quality improvement initiatives.

Achievements from 2019-2020:

1. Participation in Ontario Health Teams:

Carefirst FHT is proud to announce that since the Fall of 2019, its been selected as a core member for the following four Ontario Health Teams: Western York Region OHT, Scarborough OHT, Eastern York Region Durham North OHT and North York Toronto Health Partners. Carefirst FHT has strategically aligned its 2020-2021 Strategic Plan to include the support of the Year 1 objectives of most of the OHTs that Carefirst FHT participated in.

To-date, the senior management staff and clinical leads have been actively participating in the working groups of each OHT, which many of them have the following common population foci and priorities in their Year 1 initiatives:

a) Population Focus for OHTs:

- Seniors, mental health, chronic disease management, chronic obstructive pulmonary disease

b) Quality Improvement Initiative Commitments of OHTS:

- Improve patient access (timeliness - 24/7 access to care, and right point of care)

- Improve patient experience

- Improve communication between providers within the patient’s circle of care

- Engage patient/caregivers and health-care providers at all levels of program and service design and governance


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2. Connecting Care Coordination with Primary Care (CCCPC).

• Carefirst FHT continues to participate in the Central East LHIN pilot project “Connecting Care Coordination with Primary Care – CCCPC”. With the recent OHT development, there has been great interest in considering this health model (having a “care navigator” embedded into primary care to improve patient access and health outcomes).

• Carefirst FHT has been playing an integral role in sharing its experiences / best practices of this model with the OHT primary care work tables.

• Recently, Carefirst FHT was also chosen by Central East LHIN as the sole primary site to pilot the virtual care model – where the care coordinator would be interacting with patients/clients virtually.

3. Increased Physician On-staff

Carefirst FHT successfully recruited two new family physicians in Fall 2019. Also, in view of the increased patients’ needs for physiotherapy service, the Ministry of Health approved additional funding to add a second Physiotherapist to the FHT to better support the growing patient roster.

4. Collaboration and Integration:

Carefirst FHT continues to follow its Strategic Directions: exercise a “team-based approach” and apply the INTEGRATETM model of care. The team continues to work collaboratively with health care and community partners, which include Carefirst Seniors and Community Service Association, CHATS, Canadian Hearing Society, Alzheimer Society, local hospitals, community pharmacist, the Ontario Health Teams (Western York Region OHT, Scarborough OHT, Eastern York Region Durham North OHT, and North York Toronto Health Partners), the LHINs, Ontario Palliative Care Network, and the in-house Specialists’ Clinic to ensure optimal “wrap-around care” for patients.

5. Staff and Patient Engagement:

Carefirst continues to involve the patients’ voice in its health planning process, and co-designing the quality improvement initiatives through the following platforms:

a) Patient Satisfaction Survey

b) Client and Family Advisory Council

c) Patient Newsletter

d) Patient Focus Groups

e) Participation in OHT working groups (on an ad hoc basis)


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6. Expanding the Virtual Primary Care

• Carefirst FHT has successfully expanded the use of existing and new digital health platforms for the following purposes:

- To improve patients’ access to care and services provided by the FHT;- To improve operation efficiency and internal work flow; and- To improve patient health outcomes.

• In January 2020, Carefirst FHT adopted the online booking platform – “Health Myself” where patients are able to complete appointment bookings independently and communicate with their care providers virtually and access their own health profile online.

• Carefirst FHT has also started piloting patient group health education sessions using OTN, as well as increasing use of OTN and Telus Health by physicians in completing health consults with patients virtually.

• Carefirst also enrolled in using Connecting Ontario and i4c platforms hosted by OntarioMD to improve management of physician rosters (i.e. alerts for preventative cancer screening, patient recalls and having access to full and complete health information/history of a patient).

7. Continuing Care During COVID-19 Pandemic

• COVID-19 has placed great stress on Canadian and global. At Carefirst FHT, there has been nine COVID-19 positive cases reported amongst the annual 10,000 patient enrollment.

• During COVID-19 outbreak, Carefirst has continued to serve patients with extra efforts made to ensure its patients have “access to care”, close monitoring and support during this unprecedented challenging time. Carefirst FHT has been offering the following support to patients:

1. Distribution of cloth masks that were donated to Carefirst for those patients age 65 and over; and gloves and other sanitation supplies were delivered to those who tested positive.

2. Joint collaboration with Carefirst Seniors and OHT partners to provide ‘wrap-around care‘ services and tools, such as food hamper delivery, meals on wheels, reading materials about infection control and prevention, hand sanitizer and wipes, security check-in calls to the high risk, frail, and vulnerable patients.

3. Adoption of new and innovative ways to connect with patients including virtual visits (seeing your doctor or clinician virtually/via telephone) to ensure access to health services is uninterrupted.

Moving forward, the “hybrid” model of care where patients have the option to see their care providers both virtually and in person will be the “new norm” at Carefirst FHT!

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Cancer Screening:

• As of September 30, 2019, 80.6% of patients in my FHT were up-to-date with colorectal screening. My LHIN percentage is 70.8%. • My FHT is higher than the provincial percentage of 65.3%.

† Data suppressed where counts are between 1 and 5; additional suppression may be applied where counts are greater than 5 to prevent residual disclosure of suppressed values; N/A: Data not available; ¨ Please interpret with caution, denominator ≤ 30. For more details, refer to the Methods section on page 23.

Mammogram Screening: • As of September 30, 2019, 77.5% of patients in my FHT had an up-to-date mammogram. My LHIN percentage is 64.9%. • My FHT is higher than the provincial percentage of 60.9%.


AccomplishedQualityIndicators:

DiabetesTesting:

• As of September 30, 2019, 62.7% of patients with diabetes in my FHT were up-to-date with HbA1c testing. My LHIN percentage is 53.4%. • My FHT is higher than the provincial percentage of 53.0%.


Cancer Screening:



Cancer Screening:



AccomplishedQualityIndicators:

DiabetesTesting:

• As of September 30, 2019, 62.7% of patients with diabetes in my FHT were up-to-date with HbA1c testing. My LHIN percentage is 53.4%. • My FHT is higher than the provincial percentage of 53.0%.


• As of September 30, 2019, 80.6% of patients in my FHT were up-to-date with colorectalscreening. My LHIN percentage is 70.8%.• My FHT is higher than the provincial percentage of 65.3%.

• As of September 30, 2019, 77.5% of patients in my FHT had an up-to-date mammogram. My LHIN percentage is 64.9%.• My FHT is higher than the provincial percentage of 60.9%

• As of September 30, 2019, 62.7% of patients with diabetes in my FHT were up-to-date with HbA1c testing. My LHIN percentage is 53.4%.• My FHT is higher than the provincial percentage of 53.0%.




Cancer Screening:

Mammogram Screening:

Diabetes Testing:

Accomplished Quality Indicators:


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(Re-elect) (Re-elect)

Board of Directors 2019 – 2020

President Christel Galea

Treasurer Doreen Tai

Directors Dr. Linyin Dong Elli Luy Luxmi Vasan

Nominees for 2020 – 2021 Board of Directors Cheryl Lau Doreen Tai Elli Luy


Chief Executive Officer

Helen Leung

Administrative Lead

Susan Lam

Lead Physician

Dr. Christina Lee

Family Physician Team

Dr. Christina Lee (Lead Physician)Dr. Adrienne YangDr. Alice SyDr. Anuradha Srinivasan (until Oct, 2019)

Dr. Christine TangDr. Gloria LinDr. Jerry ZhangDr. Kinsey LamDr. Lesley WuDr. Shraddha Krishnan

Specialist Physician Team

Cardiology Dr. Chi-Ming ChowAllergy Dr. Albert YeungOptometry Dr. Allyson Tang Internal Medicine Dr. Gunjan VadorEndocrinology Dr. Alice ChengNephrology Dr. Andrew Wong Obstetrics/gynecology Dr. Jevan Ko Geriatrics Dr. Grace Leung Dr. Stephanie Siu Dr. Eric WongThoracic Dr. Ching YeungChiropody Shirley Cheung Calvin ChuiHearing Care Sara Jiang of Canadian Hearing Society Med Check Martina Siu

Carefirst Foundation2019-2020 Annual Report

Carefirst Foundation

34

About Carefirst Foundation

• Carefirst Foundation was founded in 2006 and registered as a charitable non-profit organization (#83974 4943 RR0001) to fundraise for Carefirst Seniors and Community Services Association (Carefirst Seniors) and other organizations with similar objectives to provide stable and quality community services for individuals in need.

• Since its inauguration in October 2006, the Foundation has committed to Carefirst Seniors in its capital development of the Carefirst One-Stop Multi-Services Centre – a hub that delivers social and medical care to the Scarborough community. Construction of the Centre was completed in 2015.

• The Foundation continues to fundraise in support of Carefirst Seniors’ activities and assist in paying off the $12-million infrastructure loan for the construction of the One-Stop Multi-Services Centre.

• Carefirst Foundation is committed to supporting Carefirst Seniors’ ongoing and future capital projects, including its plan to redevelop its existing property at 9893 Leslie St. in Richmond Hill into a state-of-the-art “Campus of Care.”

2019/2020 Fundraising Activity Highlights

• Carefirst Foundation re-established a new Capital Campaign Project Planning Committee in February 2020 to support the development of the Campus of Care. The Committee is composed of experienced community stakeholders who are enthusiastic about the project.

• The Capital Campaign Project Planning Committee provides ongoing advice and fundraises for the project. The goal outlined in its fundraising work plan is to raise $7.5 million from the community.

• In order to support Carefirst’s COVID-19 Emergency Community Support Services, the Foundation kicked off the following fundraising initiatives:

• Cloth Masks Donation Drive – over 10,000 cloths masks have been collected and distributed to vulnerable clients across the Greater Toronto Area and York Region

• COVID-19 Emergency Service Response Funds – supports seniors who are in need of food or essential services during the pandemic lockdown

• Smartphone and Tablet Donation Drive – supports seniors to access to online learning, socialization and health resources/social support

• Fundraising Activities organized in the year:

• Young at Heart Charity Gala (regrettably cancelled two weeks before the event date due to COVID-19 pandemic)

• Carefirst Radio-Telethon

• Holiday Wishing Tree Campaign

• Charity Virtual Fit-a-thon Campaign

• Annual Appeal Campaign

• Annual Raffle Lottery Campaign

• COVID-19 Emergency Service Response Funds

Carefirst Foundation

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Honorary Advisors

Irene So Stanley Kwan

Honorary Members

Alex Yuan Benjamin Fu John Man Anna Yip Dr. Ying Lu Samuel Tan

Board of Directors 2019 – 2020

Chair

Peter Choy

Vice Chair

Stephanie Ho

Treasurer

Matthew Wan

Secretary

Shirley Ng

Honorary AdvisorsJenny Lam – Re-elect Kei Leung Yan Liu – Re-elect Dr. Y. C. Lee – Re-elect Dr. Zerlina Lim – Re-elect


Chief Executive Officer Helen LeungFinance Controller Edmund Kwan Director of Development & Communication Edith Lam

*Resigned during the term

Directors Abby Lee Allan Sum Ben Luong* Herman Tse Jenny Lam

Philip Ho Will Sung Yan Liu Dr. Y. C. LeeZerlina Lim

Donors

38

SPECIAL TRIBUTE

Carefirst Seniors & Carefirst Foundation would like to extend their heartfelt gratitude to the following supporters who have donated / raised $10,000 or more to Carefirst in 2019-2020 (April 2019 - June 2020)

Heartfelt thanks to all donors and supporters, with special recognition to contributions of $500 or more to Carefirst Seniors & Carefirst Foundation (April 2019 - June 2020)

1839228 Ontario Inc.Congee Queen GroupHenry LimJay YingJohnson FuKathleen LamOntario Medical Imaging

Po Hing LeungPower 7 Realty Inc.Redkey Production CompanyRizopia Food Productions Inc.Seng Family Charitable TrustT &T SupermarketWen Yu

Almond AuEric Kuen Au YeungAaron BalujaDoris ChanJessica Chan ChanLawrence ChanMargaret ChanYuk Kwan ChanJoe ChangVincenta ChengChris CheongWinnie ChingYiu Mee ChingJason ChiuAnne ChoiPeter ChoyRonald P. ChuRenato FerreiraBenjamin FuJohnson FuAmbrose FungKaren GoeAngela HoDavid2 HoLing HoSunny HoTimen Ho

Alan Ho Joyce HsiehYixiong HuangZHen Chao HuangWendy IpPeter KwanStanley KwanStillman WK KwokMolgi KwongLing Hing LaiEdith LamJenny LamKathleen LamPaul Lai Shum LamStella Wai Fong LamJason Chak Hing LaoGabriel LauGodwin LauAnita LeeAnthony K. Y. LeeChristina Lin Yu LeeKingson LeeLouisa Ly LeeChee LeungDiana LeungHelen LeungIrene Leung

Patsy LeungPo Hing LeungRoger LeungRosie Lok Sze LeungStephen LeungRegina LiTai-Ping LiWilson LiWing LiHenry LimFlora LiuWinnie LoMarion LukeElena LungWendy ManWinston Chi Wai ManKenneth MoAlice MuiOlivia MuiSheila NeysmithShirley NgMagdalene PoonRaymond SinIrene SoTerrie SoErnest M Starling Irene Soong

Ping Hay SzetoShui Chun SzetoMichael TamSandra TamWendy TamAtlas Siu Kam TangKelvin TangVictoria Tin LauPo Yee TsangWilson WaiMan Yue WanWilliam WebbPaul WilliamsDaniel Chi Chiu WongSimon Patrick WongSusan Foon Chim WongYan Fan WooChi Chiu YauPeter YeungYvonne YeungJay YingJulia YuWen YuRonald Yung

INDIVIDUAL DONORS

Donors

39

Heartfelt thanks to all donors and supporters, with special recognition to contributions of $500 or more to Carefirst Seniors & Carefirst Foundation (April 2019 - June 2020)

1127990 Ontario Limited1839228 Ontario Inc.2046674 Ontario Inc.2100950 Ontario Inc.2233695 Ontario Inc.2317910 Ontario Inc.2383382 Ontario Inc.2403857 Ontario Inc.2549887 Ontario Inc.360 Medical CentreATA Vacations Inc.Bayview Hill PharmacyBest Deal Graphics & Printing Inc.Bor Chun Holding CorpBrady Corporation FoundationBuddha’s Light International AssociationCarrie Yakimovich FoundationC.E.S. Physiotherapy & Rehabilitation Ltd.CAA Insurance CompanyCanadian Chinese Line Dance AssociationCanadian Municipal Business Gateway Inc.Charities Aid Foundation of CanadaConcept 2 Clinic Inc.DPAI - Drew CasfordDynamic Security & Telephone Systems CorporationEstate of Kung, Shomnia Pau Yue-Kew KungFidelity Investments Canada ULCFirst Alliance ChurchFontana Development LtdForward Signs Inc.Fu’s Borchun Property Management LtdGalleria SupermarketGCI Management Inc.Golden Devon Beauty Supply Inc.Golden Lion Fusion RestaurantGoldman Sloan Nash & Haber LLPGreater Toronto Chinese Christian Churches CouncilHerman Tse Professional CorporationHKB Inc.Hong Kei Fitness & Dance ClubHummingbird Project ManagementIvy Chee of Century 21 King’s Quay Real Estate Inc.J. Addison School Inc.Jenny Lam Consulting Services Inc.

Joyful Christian ChurchLandstars 360 Realty Inc. BrokerageLawrence Wong Professional Corp.MAGNA International Inc.Mandarin HolidayMD Trading Co LtdMount Pleasant Group Of CemeteriesNew Covenant Alliance ChurchNew Frontier Poultry Inc.On Care Holding CorpOn Care Pharmacy LtdOntario Medical ImagingPeak Garden Developments Inc.Peter B. Choy & AssociatesPhilips LifelinePo Lam Buddhist AssociationPoon & Ho LLPRadiance Mortgage Brokerage Inc.Re/Max Realtron Realty Inc.Rizopia Food Productions Inc.Royal Bar B Q Foods Inc.S.C.C.O. Management Inc.Seng Family Charitable TrustSummit Garden Chinese CuisineSharp Electronics of Canada LtdSkylink Technologies (Canada) Inc.Soong Kam Wing Music & Art CentreSpadina Dundas Property Management Swismond JewelryT&T SupermarketTaie International InstituteTD Bank GroupTD Private Giving FoundationThe Filinski Family FoundationTorce Financial Group Inc.Toronto Cathay Lions ClubToronto Elegant Lions ClubToronto Heart CentreToronto Harmony Lions ClubTransCareV can Construction IncWong’s Association of OntarioYiu Wing Tam Medicine Professional Corporation

CORPORATE DONORS

Acknowledgements

40

Carefirst would like to extend its healtfelt thanks to the following funders, community organizations, business corporations and individuals for their contributions and support.

Funders

Community Organizations

City of Toronto’s Community Service Partnership GrantsCity of Toronto Employment and Social ServicesGovernment of CanadaLocal Health Integration Network, CentralLocal Health Integration Network, Central East

Local Health Integration Network, Toronto CentralNew Horizons for Seniors ProgramOntario Ministry of HealthOntario Ministry for Seniors and AccessibilityUnited Way Greater Toronto

105 Gibson CentreAaniin Community Centre & LibraryAgincourt Community Services AssociationAGOAC (Angus Glen Older Adult Club)Alzheimer Society of Durham Region Alzheimer Society of TorontoAlzheimer Society of York RegionArmadale Community CentreBayview Hill Community CentreBridletowne Park ChurchCanadian Chinese Health Qigong OrganizationCanadian Hearing SocietyCentennial CollegeCHATSChinese Canadian Heart and Brain Association Chinese Family Services of OntarioChinese Mission of Sacred HeartChinese Social Service Network-York (CSSN-YR)City of MarkhamCity of Richmond HillCity of Toronto - Parks & Recreation DepartmentClub 55 - KeswickCPA Ontario Toronto ChapterCummer Park Community CentreDiabetes CanadaDixon Hall Neighbourhood ServicesEastern York Region North Durham Ontario Health TeamFederation of Chinese Canadians in MarkhamGood Shepherd Community ChurchGreen Briar Community CentreHealth Canada Hong Fook Mental Health AssociationHong Kong Baptist UniversityJoyful Christian ChurchLadies Leisure ClubL’Amoreaux Community CentreLogos Baptist ChurchMackenzie Health Mapleglen ResidenceMarkham Chinese Baptist Church

Markham Chinese Presbyterian ChurchMarkham Federation of Filipino CanadiansMarkham Missionary ChurchMarkham Peoples Community ChurchMarkham Stouffville HospitalMarkham Wesley Community Services CentreMcConaghy Seniors CentreMilliken Christian Community ChurchMilliken Mills Community CentreMon Sheong Long Term CareMount Sinai Hospital Wellness CentreNew Tecumseth Recreation CentreNorth York Toronto Health Partners Ontario Health Team North York General HospitalNorth York Seniors CentreOak Ridges Community CentreOCSA Capacity BuildersOntario Shores Centre for Mental Health SciencesParticipation HousePolycultural Immigrant & community ServicesRichmond Hill Chinese Baptist ChurchRouge Wood Community CentreRyerson UniversitySAVAScarborough Centre for Healthy CommunitiesScarborough Chinese Baptist ChurchScarborough Doctors Family Health OrganizationScarborough Health Network Senior Persons Living Connected Seniors Care NetworkService CanadaSSIPSSN (Social Service Network)St. Christopher Chinese Anglican ChurchSt Elizabeth’s Anglican Church St. John Ambulance St. John Ambulance Richmond Hill Cadets Unit 1278Stouffville Grace Baptist ChurchTemple Har ZionTendercare Living Centre

Acknowledgements

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Community Organizations

Business Corporations and Individuals

The Kidney Foundation of CanadaThe Kidney Foundation of Canada – Chinese ChapterToronto CCM CentreToronto Central and York Region Osteoporosis CanadaToronto Chinese Grace Baptist ChurchToronto Community Housing CorporationToronto Fire ServicesToronto Harmony Lions ClubToronto Police Service Toronto Public LibrariesTransCare Community Support ServicesUnionville Community Centre for Seniors

Unionville Home SocietyUniversity of Toronto VHA Home Healthcare Volunteer TorontoWelcome Centre Markham NorthWelcome Centre Markham SouthWelcome Centre NewmarketWhitchurch-Stouffville Public LibraryYee Hong Centre for Geriatric CareYork Region PoliceYork Region Public Health BranchYork University

Alice Chi Ping ChanAndrew TangAnn Sok Fan HoBelinda Wing KwongCecilia Ling Ch CheungChin Ying (Janny) LoChristina KungConnie Sim ChanCynthia Mei Wah ChanDaisy Mo Dak WongElena Tescaru

Florence LiFrancis Kui Tuen ChanGloria TingHoi Fai ChengIrene KwokJason Chung Ling ChengJennia TungJimi KoJudy Dor Yue ChanKai KingKai Man Light

Kenneth Kam Wing LeeLancy Ip Pui Lan SzetoLawrence ChanLowina HuiMaria Yuk Yung YeungMario RosarioMay Hing LauMichael Kwok Siu ChanPeter Chung Leung ShumRaymond Cheung Ming KaShun Wah Tsui

Susan LeeSuzanna S.F. LauTeresa NgWilliam ShawWinnie LoWinny ChunYu Pak LauYun Ping Wong

Special acknowledgement to the following volunteers who have contributed over 200 service hours in 2019-2020

Alan KeungAlan YanAlex LeeAndrew WongAnson WongBen LoBernard WongBo Bo TongCastro Liu

Connie FongDr. Abraham YuenDr. Allen ChiuDr. Charlene ToDr. Christina ChoiDr. Christine LyDr. Jason KwokDr. Joshua TepperDr. Wing Mui Yau

Ellen SoEmily ChanIngrid FanJacky TsuiJames LinJay LamKit Yee MaKwong Yee HoLeslie Yip

Linda WanMan Kuen WongMarianna LookOi KwanPeter WuPeter YuenRev. Don. PollockRev. Karl LamRobert Hung

Rosanna LiSherman KaoSunny LauVincent WongW. C. YimWinnie HoWinnie Yu & DancepoohYanjian MiaoYoi Ng

Team

22/23 Cox BlvdA1 Chinese RadioBayview Hill PharmacyBest Deal Graphics & PrintingCanadian Municipal Business GatewayChartwell PlaceCom ComputerCongee QueenEdmund PharmacyFairchild RadioFairchild Television

Goldhawk Dance GroupGuardian PharmacyJenny Wong Beauty SchoolMandarin HolidaysMing Pao Daily NewspaperMount Pleasant Group of CemeteriesNOVO Healthnet OMNI TVPhilips Home Healthcare SolutionsRBC Bank of CanadaSheraton Parkway Toronto North Hotel

Sing Tao Daily Snapd ScarboroughSunny Ho Barrister and SolicitorTELUSThe Monterey - 175 Bamburgh CircleToday Commercial NewsUNI Shows SystemVPI Working SolutionsXINFLEX MediaY. Liu Law Firm

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