QI Innovations Conference 2021

Understand – Pivot – Change

April 13, 2021

During the COVID-19 pandemic, E-QIP has continued to support community mental health and addiction agencies in quality improvement and data-driven decision making as they adapted service delivery to continue to meet the needs of their clients/tenants. The goal of Excellence through Quality Improvement (E-QIP)’s conference, Quality Improvement Innovations: Understand – Pivot – Change is to bring together these agencies to highlight quality and innovations. The conference will give all participants an opportunity to discuss relevant topics, to hear from experts in our field and to learn from one another.

The conference will explore three themes:

1. Using Client Experience Data to Improve Care

The Ontario Perception of Care Tool for Mental Health and Addictions (OPOC-MHA) is one way of hearing from clients, caregivers, and tenants about the perceptions of the care they or their loved ones are receiving. You will hear from agencies that are using OPOC or other qualitative data to co-design quality improvements with clients and/or tenants that address their experience with their service delivery.

2. Virtual Care during the COVID-19 Pandemic

Virtual care quickly became the go-to medium for providing care and continuing services during the COVID-19 pandemic. Although this was a boon for several clients, the needs of many clients/tenants were not met through virtual means. You will hear about what worked and lessons learned from agencies/services.

3. Using Data to move towards Equitable Care for All

Equitable care is one of the six domains of quality and the COVID-19 pandemic has shown a divide between what we know to be good care and what people actually receive. You will hear about the vital socio-demographic data agencies are gathering as a critical measure to assist with making informed decisions about how to provide equitable care.


Betty Lou Kristy

Betty-Lou Kristy is the Director of Support House’s Centre for Innovation in Peer Support.  Support House’s Centre for Innovation in Peer Support provides wellness based, peer-led self-help and social connections programming to community members; and support to organizations who have peer staff, through training in peer-support program implementation, capacity-building, evaluation, research, knowledge brokerage, and quality improvement. As a result, the Centre has evolved to become a “Benchmark of Excellence” in peer support and the meaningful engagement of lived/living experience and family/caregiver co-design. The Centre has been awarded the 2017 Ontario Peer Development Initiative (OPDI) Innovators Award, 2017 AMHO President Shield Award and the 2016 Association of General Hospital Psychiatric Services (AGHPS) Celebrating Innovation Award.

Betty-Lou is a bereaved mother, in recovery for almost 20 years from alcohol/multi-drug addictions, trauma and mental health issues. Betty-Lou lost Pete, her 25-year-old son with concurrent disorders to an accidental opioid overdose in 2001.  She has additional caregiver experience in supporting close family members with cancer, cardio, lung/COPD, diabetes and asthma. She has spent 15+ years as a provincial system-level, lived experience and family – advisor, educator, and advocate – helping to frame policy, governance, and programming. Previous to this journey her background was in corporate marketing.

Betty-Lou has over 15 years of extensive board governance training and experience.  She has completed 3-6 year terms being a board director for Bereaved Families of Ontario Halton-Peel, Canadian Mental Health Association Halton (CMHA-HRB),  Halton Alcohol Drug and Gambling Assessment Prevention and Treatment Services (ADAPT), Glen Mills Co-operative Housing Corporation, and Addictions & Mental Health Ontario (AMHO).

Betty-Lou is the recipient of several awards such as the 2009 Centre for Addiction and Mental Health (CAMH) Transforming Lives Award, the 2012/13 Ministry of Health and Long-Term Care Achievement, Commitment and Excellence (ACE) Award –Partner Relations for her work with the Ministers Expert Advisory Group Narcotics, and the 2016 Support House Employee of the Year Award. She was recently appointed as Chair of the Health Minister’s Patient & Family Advisory Council (M-PFAC).

Humanizing, quality of life and reduction of harm are integral to her.

Please see the agenda for details on Betty-Lou’s keynote.

Master of Ceremonies

Chris Sullivan