How administrative assistants like Charlie are helping clients access Continuing Care programs and services

For Charlie Peddle, working with Nova Scotia Health Continuing Care is more than a job. It's a chance to give back to a program that helped him during some difficult times in his own life. 

Charlie experienced first-hand the support Continuing Care can provide following some health challenges. That experience inspired him to join the team. 

"I got to see what Continuing Care did and what that support looks like," says Charlie. "I wanted to help people get more support, stay out of the hospital and move on to something better for them." 

Charlie is an administrative assistant with Continuing Care in Halifax, where his work plays an important role in helping clients access services and support. 

Continuing Care supports people of all ages to access care at home, in the community or in long-term care.  To better support clients, the program is applying a new, more team-based approach to client case management. The goal is simple: make sure clients receive the right support from the right team member at the right time. 

In the past, care co-ordinators often handled many administrative tasks themselves, such as making follow-up calls, tracking down information and co-ordinating paperwork. Today, administrative assistants like Charlie take on more of those tasks. 

This means care co-ordinators and other team members can spend more time focusing on supporting clients and their families by assessing their needs and developing care plans. 

"Sometimes people just need to talk to someone," says Charlie. "They have a concern and want an answer. Being able to call us and knowing someone will help them or connect them with the right person takes away a lot of stress." 

Administrative assistants are often the behind-the-scenes team members who keep things running smoothly. They schedule appointments, manage records, communicate with clients and healthcare providers, send referrals and support day-to-day operations. 

By sharing responsibilities across the team, clients can often get information and support faster. 

"I know what the outcome will be for clients and caregivers if the work doesn't get done," he says. "Helping move things forward means people can get the care and support they need when they need it." 

For Charlie, one of the most rewarding parts of his job is seeing clients receive the support they need to live well in the place they call home and maintain their independence. 

Before joining Continuing Care about a year ago, Charlie worked as a ward clerk at the QEII Health Sciences Centre, Halifax Infirmary site. Seeing patients in the hospital made him want to help people get the care they need at home and avoid hospital stays whenever possible.  
 
He remembers clients he first met while working in the hospital who later received Continuing Care services. 

"Getting to see them get back to their life has been incredible," he says. "People who others thought might end up back in the hospital didn't. They're comfortable at home and doing things they enjoy again." 

These outcomes are possible because many people work together, including care co-ordinators, community occupational therapists and physiotherapists, behavioural health specialists, administrative assistants, along with other health providers and community partners. 

For Charlie, every phone call returned, appointment booked and form completed helps clients receive the services they need. He enjoys playing a more proactive role in helping clients achieve their goals and being able to live life more fully. 

The commitment of team members like Charlie is at the heart of Continuing Care's approach: one team working together to help Nova Scotians achieve better health outcomes, greater independence and the support they need to live well. 

If you or someone you know needs help staying at home or requires support after a recent hospital stay in Nova Scotia, you can contact Nova Scotia Health Continuing Care for assistance. For more information or to make a referral, please call 1-800-225-7225 (toll-free in Nova Scotia). Continuing Care will collaborate with you or someone you care about to create a personalized care plan. For further details, visit https://www.nshealth.ca/continuing-care. 

Photo of Charlie Peddle.