title: Changing the Conversation with Home Care Clients.
abstract: Traditional home care delivery involves executing tasks for clients within a limited timeframe. Five years ago, when surveys of clients of Toronto Central Community Care Access Centre (TC CCAC) showed the lowest client experience levels across the 14 CCACs in Ontario, TC CCAC and its contracted Service Provider Organizations developed and implemented Changing the Conversation, a philosophy and framework that focuses on asking clients "what is most important" to them and then using that information as the basis for how care is delivered. Changing the Conversation has made a measurable difference to clients' experiences and has now expanded to other parts of the province and the country. It has been recognized as a Leading Practice by Accreditation Canada.
authors.affiliation: Co-Executive Sponsor of the 'Changing the Conversation' initiative. She is the Chief Performance Officer and Senior Director of Performance Improvement and Outcomes at the Toronto Central CCAC.
authors.forename: Anne
authors.initials: A
authors.lastname: Wojtak
authors.affiliation: Co-Executive Sponsor of the 'Changing the Conversation' initiative. She is the Director, Contracts, Quality and Risk Management at VHA Home HealthCare, a provider of home healthcare and support services as well as charitable services in Ontario.
authors.forename: Joy
authors.initials: J
authors.lastname: Klopp
mesh_terms: D002170:Canada; D017028:Caregivers / Q000458:organization & administration / Q000706:statistics & numerical data; D003695:Delivery of Health Care / Q000458:organization & administration; D006699:Home Care Services / Q000458:organization & administration / Q000706:statistics & numerical data; D006801:Humans; D009864:Ontario; D058996:Quality Improvement