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Toronto Central CCAC Gets Royal Recognition

Royal Recognition for Toronto Central CCAC's Groundbreaking Approach to Client-Centered Care

Toronto Central CCAC's "Changing the Conversation" creators invited as part of a select group to share knowledge with Princess Anne, in London, UK

Toronto, Ont. – April 24, 2015 – Ensuring clients live the fullest lives possible while delivering what is most important to them is at the core of Toronto Central Community Care Access Centre's (CCAC) approach to care. Our clients and caregivers are having a better care experience thanks to an innovative care delivery framework, created and launched by Toronto Central CCAC in collaboration with our service provider partners. Changing the Conversation is getting attention not only industry-wide, but also across the globe – and amongst Royalty.

On April 23, 2015, Toronto Central CCAC Chief Performance Officer Anne Wojtak and Joy Klopp, Director, Contracts, Quality and Risk Management at VHA Home HealthCare, were selected as only one of six groups to present their poster with their research and experiential findings to Her Royal Highness, Princess Anne, at the International Forum on Quality and Safety in Healthcare in London, UK.

"I was both humbled and excited to not only meet Her Royal Highness, but to share such important work with her – work that I'm very passionate about," said Wojtak. "It's wonderful to see a local Toronto solution getting recognition on a global stage, while underscoring the value of putting our clients first – in the centre of their care."

Changing the Conversation encourages front-line providers to engage in conversations with their clients, with a focus on listening more and responding to immediate needs. Instead of relying on pre-established care plans or working from assumptions, members of the care team ask clients what is most important for them to focus on during the home visit.

The results of this initiative have been exceptionally positive and have measurably improved client and caregiver experience. For those who may not have an understanding of the health care industry, this may seem like common sense, but it's at the heart of a cultural shift in delivering patient-centered care. Clients report it is the small things that make the biggest difference in their care experience.

MEDIA CONTACT: Julia Oosterman,, (416) 217-3820 X2656

About Toronto Central CCAC

Toronto Central CCAC connects people across Toronto with quality in-home and community-based health care. We provide information, direct access to qualified care providers and community-based services to help people come home from hospital or live independently at home. In any given month we serve a population of nearly 1.5 million residents of the Toronto area with their care needs in the community. In any given month, we support:


    • More than 19,000 people of all ages, cultures and backgrounds
    • 1,700 kids getting support at their schools
    • 400 adults receiving rehabilitation services
    • 23,000 information and referral inquiries
    • The transition to a long-term care home for 240 clients
    • 600 individuals to die at home with dignity
    • Saving 1000s of hospital days by transitioning 7,000 clients home for care
    • For more information, go to