Better Care for your Highest Users: How to Become a Chronically Well Champion and Still Manage Costs 

Language of instruction: English
Postponed: Fall 2014


As in other developed nations, healthcare systems in Canada are challenged by a reality in which a small population of patients, most often with complex and chronic conditions, consumes a disproportionate percentage of healthcare resources. In Ontario, for example, just five percent of the population accounts for approximately two-thirds of healthcare resource use. A paradigm shift in the conceptualization and organization of healthcare is required if we are to provide patient-centered and cost-effective care for individuals who access the system and its resources the most.

Workshop Scope and Focus

This workshop will introduce healthcare leaders to a data-driven approach designed to improve care and maximize resource use for patients identified as a system’s “highest users.” The model facilitates a sustained transformation of clinical governance structures by bringing together best practices in chronic disease management, improving the integration of administrative, clinical, community and patient/family perspectives, and adopting new and comprehensive approaches to monitoring and measurement. Real-life examples will highlight how the model has been implemented and replicated across various organizations.

Learning Objectives
  • Understand how your “highest users” may be defined more specifically as frequent, repeat, or long-stay users, and appreciate why it is important to use these terms accurately.
  • Generate an organizational portrait of high resource consumption using available data, and understand how this integrated portrait may be used as a tool for common understanding, collective learning, and organizational change.
  • Understand how to identify the specific patients who are the highest users of care in your system through a structured methodology and process of nominative stratification.
  • Identify the key elements of community complex case management and its alignment with a population health approach.
  • Build an initial roadmap/action plan for cultural change, including the identification of key structural and technical elements. • Understand how to measure impact using a new generation of indicators for clinical integration and quality system performance.
  • Understand when and how return on investment may be calculated and communicated in terms of patient outcomes and system costs.
Who should Attend
  • Organizational teams and individual participants, including:
  • Healthcare leaders, directors, and senior level managers
  • Quality improvement leaders
Workshop Format

The workshop format includes several webinar sessions and independent study online.  Each live webinar will run between 60 and 120 minutes.

Webinar Schedule to be confirmed


Cost for Registration

A single workshop registration fee is $650 per individual. If five or more individuals register from one organization, fee per individual registrant is $625.


LaFramboiseFrance Laframboise, RN, IMHL, has 25 years of experience in healthcare management, in particular at the Hôpital du Sacré-Cœur in Montréal from 1987 to 2001. She also served as Director of the Quality of Care and Services at the Des Sommets health and social service centre from 2004 to 2009. A fellow of CFHI's EXTRA program, she has worked actively on introducing complex case management nursing for large consumers of care and individuals suffering from comorbidity in the Des Sommets territory through the Health Challenge project. She currently serves as Assistant Director of Clinical Services at MédiaMed Technologies (MMT) and is a lecturer on the quality of care at Université du Québec en Outaouais. She sits on the Board of Directors of the ASSS and chairs the care and services performance and planning committee that reports to the Board of Directors of the Laurentides region. She also sits on the boards of the Ordre des infirmières et infirmiers du Québec and the Ordre régional des infirmières et infirmiers de Laurentides-Lanaudière. 

MireaultJean Mireault, MD, MSc is the chairman of the board and VP clinical affairs of MédiaMed Technologies (MMT). He has 25 years of extensive experience in the healthcare industry, which spans from the Province of Quebec to international affairs, and has worked with more than fifty different organizations for studies on quality data, clinical performance and review of clinical processes. Mr. Mireault has expertise in the development of informational tools that support and improve clinical performance. Prior to cofounding MédiaMed Technologies, which specializes in software development and performance analysis, he held clinical performance management leadership positions at the International Federation of Red Cross and Red Crescent Societies in the Former Soviet Union, the Quebec Hospital Association, and four health organizations including CSSS des Sommets.