Concurrent Sessions

B2- Optimizing Team Communication and Employee Engagement

Theme 2. Healthy relationships, healthy teams

Presentation Details

  • Date: Wednesday, October 24, 2018
  • Concurrent Session B
  • Time: 3:30 – 4:15pm
  • Room: Pier 4 & 5
  • Style: Presentation (information provided to audience, with opportunity for audience to ask question)
  • Focus: Balance between both (e.g. Presentation of a best-practice guideline that combines research evidence, policy issues and practical steps for implementation)
  • Target Audience: Leadership (ED, clinical lead, board chair, board member, etc.), Clinical providers, Administrative staff

Learning Objectives

Participants will take away simple, practical tools and suggestions for improving team communication.  This presentation will also demonstrate the value in getting feedback from staff and how it can improve the work environment. Participants will learn how SETFHT has improved relationships amongst all staff and physicians by focusing on better communication and staff participation.  Participants will learn how doing some or all of these things, can improve employee engagement  and grow a positive work culture.


SETFHT will share the many simple, but practical things we have implemented that have improved communication, positive relationships and culture.    From a communication perspective, we have a daily morning report that goes out with up to date, in the moment info that team members need to know.  This is supplemented by a weekly memo with more in-depth information.    From a meeting perspective, we engage with staff in many different ways. Our IHP staff and a physician champion meet monthly to discuss ongoing issues, challenges and proposed changes to the work they do.  Each IHP group has a physician champion who attends the meetings, supports the group and bring suggestions and concerns back to the physician group.  Management and the clerical staff meet at least three times a year to talk about ongoing changes, reinforce training on policies, and share ideas.  We have a monthly IT/Operations meeting with management representatives and the Lead Physicians from each site.   Management meets with the union representatives on a regular basis to get the pulse of what’s going on, and to talk about suggestions for improvements.  We hold all-staff meetings two to three times a year to bring everyone together to talk about operational changes and updates and changes in the healthcare system that will have an impact on our FHT.    Clerical staff are cross-trained and can do any task within their role and can work at either location as required. Several IHP staff work at both clinic sites as well.


  • Stephen Beckwith, IT/Operations Lead, South East Toronto Family Health Team
  • Stephanie Houghton, Human Resources Manager, South East Toronto Family Health Team