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Quality Improvement

Customize the Approach to Coordinated Care Management by Leveraging or Building Trusted Relationships to Improve Engagement

This practice builds on the innovative practice previously endorsed by the Clinical Reference Group to use patient-centred communication strategies (i.e., “Invite and Engage Patient”) and provide a single point of contact for coordinated care management, determining which provider is the most appropriate candidate to take on this role. To establish and improve engagement of patients with mental health and/or addictions issues, leveraging or creating partnerships among members of the care team to ensures that the coordinated care management process can be customized to meet the patient's needs. Specifically, in addition to having a single point of contact (often the health care provider that can collect, manage, and store health care information), the team should ensure that a member of the care team is either a trusted support person of the patient OR a provider with mental health and addictions experience. These roles may be represented by one individual who can successfully assume all of these roles or multiple individuals working in close collaboration. This cohesive team (which together can manage the logistical aspects while supporting the patient) leads to improved patient engagement.  

Innovative Practices

Using the Innovative Practices Evaluation Framework, Health Quality Ontario’s Health Links Clinical Reference Group has endorsed the following innovative practice or practices. Please click on the link(s) below to discover the steps for implementation, and to access resources that Health Links have used to successfully implement these practices. 

Innovative Practice

Innovative Practice Assessment*

Clinical Reference Group Endorsement for Spread

Customize the approach to coordinated care management by leveraging or building trusted relationships to improve engagement


Provincial spread with reassessment using the Innovative Practices Evaluation Framework* in 1 year (April 2018).

Document Links:

*For more information about the Innovative Practices Evaluation Framework assessments, please go to the following link:

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