At Carewest, we strive to achieve the best results for our residents, clients, volunteers, families and staff. As we grow, we continue to learn how best to achieve those results. Carewest uses several different tools to measure and monitor our services to ensure they are continuously improved. For example, quality-care indicators and performance measures are a means of measuring the quality of care provided to our residents and allows Carewest to determine potential areas of improvement. They takes into account various factors such as the number of resident falls, the number of falls resulting in fractures and the number of employee incidents.
Please see below for some of our regular performance measurement tools and their results.
Carewest participates with Capital Care, Calgary Lab Services and Alberta Health Services in a combined Accreditation Canada survey process. This means that we have surveys on different years focusing on different standards. We were surveyed for long-term care standards in 2012, Leadership, IP&C standards in 2014, Rehabilitation standards in 2016. In 2017, we started the cycle again with long-term care surveys at Carewest George Boyack and Carewest Signal Pointe.
These surveys give Carewest a chance to measure our efforts against national standards. It is also an opportunity to collaborate with AHS and Capital Care on shared strategies to improve quality of care and client and family engagement.
Although the survey only involves a sample of Carewest sites for a focused set of standards, Carewest is committed to the Accreditation process as a measure of quality assurance and quality improvement. Carewest does not only prepare the targeted site for a survey but looks at how the standards are met more broadly across the organization. If steps are implemented to improve compliance to standards, we determine applicability across the organization and then roll those measures out.
When service standards, such as long term care, are reviewed for a survey, all Carewest sites, regardless of their participation in the survey will complete the self assessment to help inform our Quality Improvement plan for the upcoming year.
Partners in Injury Reduction (PIR)
Carewest is involved with the Partnerships in Injury Reduction (PIR) program and has achieved a Certificate of Recognition since 2003. The PIR program is a joint initiative between Alberta Health, the Workers’ Compensation Board (WCB), Industry Partners such as the Continuing Care Safety Association (CCSA) and employers who participate with the goal of reducing injuries and improving safety. A Certificate of Recognition (COR) is awarded to employers who meet the program standards during the three year cycle of audits and/or action plans.
In 2017, Carewest conducted an internal audit and achieved a score of 92%. The audit consists of eight elements and achieved the following scores:
|Management Leadership and Organizational Commitment||96%|
|Hazard Identification and Assessment||92%|
|Qualifications, Orientation and Training||93%|
|Accident and Incident Investigation||86%|
This winter, Carewest will be busy preparing for the next PIR external audit scheduled for May 2018.
Staff Experience Survey
One invaluable tool to gauge our success is through our annual Staff Satisfaction Survey. Findings from our most recent 2017 Staff Experience Survey – wherein about 512 staff completed the survey (a response rate of 25 per cent) – showed 95.5 per cent of respondents saying they are proud to work for Carewest.
What will Carewest do with the results of the survey?
While we are generally pleased with the responses, the information from the Staff Satisfaction Survey will be used to help Carewest in planning and focusing our efforts on opportunities to continue to improve as an organization. We try to make improvements based on a careful review of staff feedback and incorporate them into our future planning – specifically the annual corporate business plan and portfolio business plans.
Long-term Care Resident Experience Survey
This survey is undertaken with a goal to provide more useful information to care centres to facilitate the integration of results into planning at both the facility and regional levels. While the most recent survey’s results were generally positive, indicating high levels of satisfaction with care and services provided in care centres, other feedback is useful in identifying areas for further review and possibly opportunities for improvement, both within individual care centres as well as across the region.
Thank you to those who took the time to respond to the Long-Term Care Resident Experience Survey, conducted last year. The response rate was very high with 92.3 per cent choosing to respond, of those who were deemed able to participate. This valuable feedback was gathered from late October to early December 2014, during a process that asked long-term care residents about their level of satisfaction and experiences at Carewest. The survey found that 94 per cent of residents would recommend their facility to someone who needs care.
Other highlights include:
• 95.5% of residents feel safe at Carewest
• 94.9% of residents indicated satisfaction in the care and services they receive
• 85.1% of residents find there are activities to do that they enjoy
• 96.7% of residents indicated that they are treated with kindness in their facility
Even though the feedback from the Long-Term Care Resident Experience Survey shows that residents would recommend Carewest to someone who needs care and that they feel safe at their sites, there is always room for improvement. The information gathered through the survey will be used by managers and directors to help guide business planning for the 2014-2015 year. Each site has received a report card, so business planning and site-based improvements can be made using the feedback.
Rehabilitation and Recovery Programs Client Experience Survey
Carewest recognizes that one of the most valuable sources of information as to how our programs are functioning is the clients who have received our services. This survey was developed by Carewest to be provided to each client who has received services through one of our Rehabilitation and Recovery programs. The survey results are compiled quarterly and distributed back to the programs for their review. This information is valuable as programs identify areas that they would like to target for improvement as well as areas where they are performing well and can share their processes with other programs.
If you have recently been in one of our programs and would like to provide your feedback but did not receive a copy of this survey to complete, please click the link to print a copy, fill out and mail to:
Carewest Dr. Vernon Fanning Centre
Information Management & Privacy Department
722 – 16th Avenue N.E.
Community Programs Client Experience Survey
Carewest recognizes that one of the most valuable sources of information as to how our programs are functioning is the clients who have received our services. Each Carewest community program provides an opportunity for clients to provide feedback. For some programs, surveys are delivered through Carewest, while for others they are delivered by other program stakeholders. In light of the differences in the programs, some survey clients at the time of discharge and others survey clients on an annual basis. The community survey results are delivered in a quarterly report card that will capture feedback from all programs at least once over the course of a year. These survey results are distributed back to the programs for their review. This information is valuable as programs identify areas that they would like to target for improvement as well as areas where they are performing well and can share their processes with other programs.
If you have recently been in one of our community programs and would like to provide your feedback but did not receive the opportunity, please contact Dave Sawatzky, Director, Quality & Service Improvement, to determine how you can participate in sharing feedback around your experience.
Jeanine Kimura, Director of Operations, Quality & Performance
A Balanced Scorecard is a strategic performance management tool used to monitor and report on key areas of organizational performance.
Carewest’s Balanced Scorecard takes into account the following dimensions:
- Utilization of services
- Satisfaction of residents and families
- Staff attendances
- How well our specialized services being used
- People and Innovation
- Staff satisfaction
- Investment in tools and technology