Long-term care has the most extensive accountability framework of any part of the health care system:
- There are written care and operating standards for every home. A government compliance program includes regular checks to ensure that these standards are being complied with.
- Every home is subject to a detailed annual inspection by the Ministry of Health and Long-Term Care.
- Annual Inspection reports are posted in a publicly accessible location. Compliance reports are available to members of the public.
- There is an anonymous complaint reporting process to the Ministry, which then investigates and reports on the complaint.
- Long-term care operators must account for their expenditure of public funds to the Ministry. The Home’s audited annual report is posted in a publicly accessible location.
Compliments & Complaints
The administration and staff of the Home are committed to the physical and mental well-being, security and freedom of all residents. Compliments and complaints can be communicated to a staff member, the department head, the Residents’ Council, the Administrator or Director of Care, or the Ministry of Health and Long-Term Care’s Action Line at 1-866-434-0144 (7 days a week, 8:30AM-7:00PM.).Resident Information Handbook 16.
Resident safety is an important priority at the Grove Nursing Home. Excellence in safety supports the high level of quality throughout the organization.
“Your Health Care — Be Involved”
- Be involved in your health care. Speak up if you have questions or concerns about your care.
- Tell a member of your health care team about your past illnesses and your current health condition.
- Bring all your medicines with you when you go to the hospital or to a medical appointment.
- Tell a member of your health care team if you have ever had an allergic or bad reaction to any medicine or food.
Alzheimer Society Canada Video
Public Reporting information on The Grove Nursing Home can be found on the Canadian
Institute for Health Information (CIHI) website.
Quality & Safety
To help residents stay as healthy and independent as possible, long-term care homes such as the Grove offer a wide range of care and services, including nursing care, medical treatment, physiotherapy and rehabilitation, special diets, and recreation therapy. They help residents live in dignity, security, safety and comfort.
The Grove reports quality indicators, which are also listed below. For more information please visit the Health Quality Ontario website.
Residents’ Bill of Rights
The following rights of residents are fully respected and promoted:
- Every resident has the right to be treated with courtesy and respect and in a way that fully recognizes the resident’s individuality and respects the resident’s dignity.
- Every resident has the right to be protected from abuse.
- Every resident has the right not to be neglected by the licensee or staff.
- Every resident has the right to be properly sheltered, fed, clothed, groomed and cared for in a manner consistent with his or her needs.
- Every resident has the right to live in a safe and clean environment.
- Every resident has the right to exercise the rights of a citizen.
- Every resident has the right to be told who is responsible for and who is providing the resident’s direct care.
- Every resident has the right to be afforded privacy in treatment and in caring for his or her personal needs.
- Every resident has the right to have his or her participation in decision-making respected.
- Every resident has the right to keep and display personal possessions, pictures and furnishings in his or her room subject to safety requirements and the rights of other residents.
- Every resident has the right to,
– participate fully in the development, implementation, review and revision of his or her plan of care,
– give or refuse consent to any treatment, care or services for which his or her consent is required by law and to be informed of the consequences of giving or refusing consent,
– participate fully in making any decision concerning any aspect of his or her care, including any decision concerning his or her admission, discharge or transfer to or from a long term care or a secure unit and to obtain an independent opinion with regard to any of those matters, and
– have his or her personal health information within the meaning of the Personal Health Information Protection Act, 2004 kept confidential in accordance with that Act, and to have access to his or her records of personal health information, including his or her plan of care, in accordance with that Act.
- Every resident has the right to receive care and assistance towards independence based on a restorative care philosophy to maximize independence to the greatest extent possible.
- Every resident has the right not to be restrained, except in the limited circumstances provided for under this Act and subject to the requirements provided for under this Act.
- Every resident has the right to communicate in confidence, receive visitors of his or her choice and consult in private with any person without interference.
- Every resident who is dying or who is very ill has the right to have family and friends present 24 hours per day.
- Every resident has the right to designate a person to receive information concerning any transfer or any hospitalization of the resident and to have that person receive that information immediately.
- Every resident has the right to raise concerns or recommend changes in policies and services on behalf of himself or herself or others to the following persons and organizations without interference and without fear of coercion, discrimination or reprisal, whether directed at the resident or anyone else
i the Residents’ Council
ii the Family Council,
iii. staff members
iv. government officials,
v. any other person inside or outside the long-term care home.
- Every resident has the right to form friendships and relationships and to participate in the life of the long-term care home.
- Every resident has the right to have his or her lifestyle and choices respected.
- Every resident has the right to participate in the Residents’ Council.
- Every resident has the right to meet privately with his or her spouse or another person in a room that assures privacy
- Every resident has the right to share a room with another resident according to their mutual wishes, if appropriate accommodation is available.
- Every resident has the right to pursue social, cultural, religious, spiritual and other interests, to develop his or her potential and to be given reasonable assistance by the licensee to pursue these interests and to develop his or her potential.
- Every resident has the right to be informed in writing of any law, rule or policy affecting services provided to the resident and of the procedures for initiating complaints.
- Every resident has the right to manage his or her own financial affairs unless the resident lacks the legal capacity to do so.
- Every resident has the right to be given access to protected outdoor areas in order to enjoy outdoor activity unless the physical setting makes this impossible.
- Every resident has the right to have any friend, family member, or other person of importance to the resident attend any meeting with the licensee or the staff of the home.
Source: Long-Term Care Homes Act, 2007, S.O. 2007, CHAPTER 8