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Indicators & Change Ideas

Are you looking to improve the issues facing today’s health care system?

 

Explore the quality indicators being tracked by health care organizations in Ontario through Quality Improvement Plans (QIPs) and change ideas to help improve them. Connect with others to share your experiences and ideas of your own.

INDICATORS & CHANGE IDEAS

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Resident experience/Do residents feel they can speak up without fear of consequences?/Do residents feel they have a voice and are listened to by staff?

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Gathering and acting on feedback from residents about their care experiences, and the services they receive, is vital to improving their quality of life. Health outcomes and mental health are often better for residents who have positive experiences and who are engaged in their own care. By actively seeking and responding to resident feedback, long-term care homes can build a culture of continuous improvement and trust, ultimately leading to a better quality of life for residents.

Key resources

Change Ideas

Improve how the home demonstrates respect for residents' values, preferences, and expressed needs

  • Educate residents and families on their rights under provincial legislation and the home’s policies and procedures
    Residents' Bill of Rights
    Formal complaints process
    Policy to promote zero tolerance of abuse and neglect
    Whistle-blowing protection policy
  • Promote participation in the home’s Residents’ Council and work with the council to make improvements in the home
    Appoint a Residents’ Council assistant who is acceptable to that council to assist the Residents’ Council (in accordance with Part V section 64 of the Fixing Long-term Care Act)
    - Residents Council Assistant Forums
    Use the Ontario Association of Residents' Councils Tools to Make the Most of Your Residents’ Council Meetings
  • Ask residents which actions on the part of the home (such as religious and spiritual accommodations) or activities (e.g., recreation and dining experiences) bring them enjoyment; put more of these actions into place and offer more of these activities
    Ontario Centres for Learning, Research and Innovation in Long-Term Care Diversity and Inclusion Calendar, for keeping track of days that may have special meaning for residents and families
    Ontario Centres for Learning, Research and Innovation in Long-Term Care program information and toolkit: The CHOICE+ Program: Enhancing the Mealtime Experience in Long-Term Care
    Ontario Centres for Learning, Research and Innovation in Long-Term Care toolkit: How to Run a Taste Test Event in Your LTC Home
  • Implement multiple avenues of communication for residents to provide feedback and learn about home updates and important information
    Put up a communication board that can include printouts of the home’s quality improvement plan, Resident Council meeting minutes, ombudsman contact information, etc.
    Set up an anonymous suggestion box
    Provide email contacts for department leads
    Establish an open-door policy

Help staff become more knowledgeable about providing resident-centred care

Incorporate residents’ knowledge, values, beliefs, and cultural background into care planning and delivery

  • Implement evidence-based practices and recommendations for person- and family-centred care
    RNAO Clinical Pathways

Improve the resident experience by using models of care that best suit your resident population

tags:

Resident experience/Do residents feel they can speak up without fear of consequences?/Do residents feel they have a voice and are listened to by staff?

0 Comments

Gathering and acting on feedback from residents about their care experiences, and the services they receive, is vital to improving their quality of life. Health outcomes and mental health are often better for residents who have positive experiences and who are engaged in their own care. By actively seeking and responding to resident feedback, long-term care homes can build a culture of continuous improvement and trust, ultimately leading to a better quality of life for residents.

Key resources

Change Ideas

Improve how the home demonstrates respect for residents' values, preferences, and expressed needs

  • Educate residents and families on their rights under provincial legislation and the home’s policies and procedures
    Residents' Bill of Rights
    Formal complaints process
    Policy to promote zero tolerance of abuse and neglect
    Whistle-blowing protection policy
  • Promote participation in the home’s Residents’ Council and work with the council to make improvements in the home
    Appoint a Residents’ Council assistant who is acceptable to that council to assist the Residents’ Council (in accordance with Part V section 64 of the Fixing Long-term Care Act)
    - Residents Council Assistant Forums
    Use the Ontario Association of Residents' Councils Tools to Make the Most of Your Residents’ Council Meetings
  • Ask residents which actions on the part of the home (such as religious and spiritual accommodations) or activities (e.g., recreation and dining experiences) bring them enjoyment; put more of these actions into place and offer more of these activities
    Ontario Centres for Learning, Research and Innovation in Long-Term Care Diversity and Inclusion Calendar, for keeping track of days that may have special meaning for residents and families
    Ontario Centres for Learning, Research and Innovation in Long-Term Care program information and toolkit: The CHOICE+ Program: Enhancing the Mealtime Experience in Long-Term Care
    Ontario Centres for Learning, Research and Innovation in Long-Term Care toolkit: How to Run a Taste Test Event in Your LTC Home
  • Implement multiple avenues of communication for residents to provide feedback and learn about home updates and important information
    Put up a communication board that can include printouts of the home’s quality improvement plan, Resident Council meeting minutes, ombudsman contact information, etc.
    Set up an anonymous suggestion box
    Provide email contacts for department leads
    Establish an open-door policy

Help staff become more knowledgeable about providing resident-centred care

Incorporate residents’ knowledge, values, beliefs, and cultural background into care planning and delivery

  • Implement evidence-based practices and recommendations for person- and family-centred care
    RNAO Clinical Pathways

Improve the resident experience by using models of care that best suit your resident population

Emily Hayes True