The request was just one more example of Teresa’s and Leanne’s commitment to collaboration across all aspects of their work with OVH mental health patients and staff.

Teresa is the Patient Care Manager of Outpatient Mental Health, Staff and Physician Wellness. Leanne is the Patient Care Manager of Inpatient Mental Health, Crisis Team/Urgent Care Clinic, and Community Treatment Order Program, and they have worked together for the past seven years.

An integrated approach

From the beginning, Leanne and Teresa have been committed to providing compassionate and integrated care to their patients and to creating a supportive environment for their staff. A major focus was to bridge the gaps between inpatient and outpatient mental health care.

“When we stepped into these roles, we really felt the need to merge our teams,” says Leanne. “I think that really has been the key to our success and we have built on that foundation from the start. We care about each other, and we show that to our patients and their families by treating our clients and families like we would want to treat our own.”

To deliver an extraordinary patient experience, Leanne notes the importance of staff remaining connected, discovering what works well, and what is the best combination to provide quality care.

In addition to working together, the Inpatient and Outpatient Mental Health teams work with other departments and health care providers — such as family doctors and community agencies — to provide holistic, seamless, and continuous care. Resources are shared and teams work together to understand and support care, effectively communicating patient needs and avoiding duplication of effort.

“Most of our full-time psychiatrists do both inpatient and outpatient care,” says Dr. Amir Barsoum, Chief of Psychiatry. “So, if I see a patient in the Emergency Department and they need to be hospitalized, I become their inpatient doctor. If they need ongoing care in the outpatient clinic, I become their outpatient doctor.”

The integrated care model addresses both the clinical and emotional needs of patients, provides continuity of care, and is central to achieving better health outcomes and community well-being.

As mental health services and programs expand to meet the needs of a growing community, the need for teamwork is crucial to streamlining care and providing an integrated, patient-centred experience.

“I think patients appreciate that, whether they’re in the Emergency Department, an inpatient setting, or an outpatient setting, they have the same physician who stays with them through their journey,” says Dr. Barsoum. “We place a very high priority on giving exceptional care to the patient.”

Collaboration takes place at every level among Inpatient and Outpatient Mental Health care providers. “When we collaborate, we create a team atmosphere and patients learn to trust us,” says Jacqueline Shand, Clinical Leader of Inpatient Mental Health. “Because we are one mental health team, we create a unity that allows us to flow, and the patients need that flow.”

Teresa and Leanne lead by example to foster the team approach. “We support each other and acknowledge each other and the staff see that,” says Teresa. “We learn a lot from one another. We bring different perspectives, we are building safe spaces, and creating an environment of transparency where we encourage feedback, embrace our passions, and look forward together.”

A people-centred culture

The team approach includes everything from having the Outpatient Mental Health staff meet inpatients before they leave, which helps smooth their transition, to regular all-staff potluck meals. It also includes creating a supportive working environment.

“We’ve been through a lot together, through the [COVID-19] pandemic and caring for a very vulnerable population,” says Leanne. “Our staff go through their own struggles and we make a point of acknowledging that and supporting each other. Our people are also committed to this community, to this hospital, and it's really important for the people working here to know they are doing their part to help others. People may not remember your name, but they remember how you made them feel.”

A commitment to its people is a priority in the organization’s 2024-2029 Strategic Plan. The plan’s People pillar focuses on becoming a health system of choice to work, practice, volunteer, and learn in, while fostering a people-centred culture of belonging.

“At Oak Valley Health, we practise diversity, inclusivity, and equality,” says Jacqueline. “Our Mental Health team has a variety of cultures and languages and brings a lot of different cultural practices to the table, allowing for patient treatment and care plans to be individualized. Our Mental Health team works as one, not separate parts — built on trust, compassion, and a shared commitment to care. You see it in our patient relationships and in the outcomes.”

Honoured to care

Earlier this year, the 7th annual Honoured to Care Awards celebrated diverse talent and dedication across the organization. Nominations came from colleagues, staff, and community members and each award reflected one of OVH’s values: respect, trust, commitment, compassion, and courage. The 2024-2025 awards recognized two individuals in each category.

“I couldn’t think of a better co-recipient of the courage award than Leanne,” says Teresa. Leanne adds that she and Teresa “trust each other and we’re passionate about what we do.”

Teresa and Leanne also give full credit to their teams.

“The decision to work in the field of mental health requires its own unique brand of courage,” says Teresa. “My teams inspire me daily as we work alongside each other to provide person-centred care.”

Together, their teams exhibit resiliency, perseverance, and embrace challenging situations collaboratively and with positivity and compassion. They share working in mental health means being advocates for the most vulnerable and this award goes beyond representing them as individuals.

Shaping the future: Developing the next People Plan, along with our Equity, Diversity, Inclusion, and Belonging Plan, will support a safe, welcoming, and inclusive environment where everyone can grow both personally and professionally.