CEO, Toronto Central Community Care Access Centre
Stacey Daub is the CEO of the Toronto Central Community Care Access Centre (TC CCAC). Under her leadership, TC CCAC has become recognized for its innovations focused on improving patient experience, outcomes and system value.
Five years ago, Stacey began to redesign the CCAC from the client’s point of view, starting with soliciting feedback from clients directly. Moving the organization to a population-based model that has since been implemented across all 14 CCACs, she has also led multiple initiatives that put clients at the centre and in control of their own health care, including:
- Changing the Conversation (CTC): Through this remarkable initiative, TC CCAC partnered with service providers to allow personal support workers (PSWs) to work more flexibly with clients.
- Instead of sticking to a given task list, they asked each client: “What is the most important thing I can help you with today?”
- Integrated Client Care Program (ICCP): This initiative brought together all health care sectors to create one care team around the client at the point of care — the home. Seeing the system from the client’s point of view, transitions needed to be smoothed between homecare and EMS, Emergency Department and acute care.
- Home First: This initiative gave seniors the choice of going home rather than assuming they should wait in hospital to go to long-term care.
- The combined impact of these initiatives on patients and on shifting TC CCAC to a patient-centred culture has been tremendous.
A visionary leader who has pioneered this major cultural shift within a major homecare organization, Stacey also understands how vital staff engagement is to positive client experience. Her hard work and dedication to positive patient-centred change is truly inspirational.