Quality & Accountability
Quality of care is an on-going priority for Providence Care as we find new and better ways of providing services to enhance our clients’ experiences and achieve even better clinical outcomes.
Quality Improvement Plan 2026/27
Quality & Accountability Reports
Satisfaction Survey Results
Providence Care participates in regular third-party administered satisfaction surveys across its clinical services to provide a snapshot of how patients, clients, residents and their families perceive their quality of care.
These surveys are administered by an independent, third-party organization, Qualtrics XM. Qualtrics is a company that “Develops Software to deliver better experiences in contact centers and across every digital and physical touchpoint” and was awarded as the Vendor of Record through the Ontario Hospital Association.
Ad HOC surveys where appropriate, can also be administered via various internally developed methods. Survey participation is enabled through: QR codes, email and text Communications with our patients, clients, residents and their families as well as onsite iPAD / kiosk participation.
Safety Indicator Reports
To ensure the health and safety of our patients, clients and residents, Providence Care monitors infection rates and provides Safety Indicator Reports. It’s important to understand that the reporting of these rates is not the overall solution to reducing the rates of infections. These rates are tools that will provide healthcare providers with information to assist us in understanding where safety issues exist and to help us take actions to improve.
Providence Care’s Safety Indicator Reports are in keeping with provincially legislated requirements for hospitals to publicly report on a set of patient safety indicators. Our rates can also be accessed on the Health Quality Ontario
Providence Care reports the rates and number of cases for:
- CDI, MRSA, VRE, BSI
- Providence Care is not reporting on the Hospital Standardized Mortality Ratio, ventilator-associated pneumonia or central line infections, as these indicators do not apply to the patients or type of care provided.
Hand hygiene compliance
We report our rate of hand hygiene compliance among health-care providers annually on our website.
Fiscal 2025/2026:
- Percent compliance for before initial patient/patient environment contact: 88.2%
- Percent compliance for after patient/patient environment contact: 90.8%
Accountability Agreements
Providence Care has three accountability agreements with the South East Local Health Integration Network (LHIN). These agreements maintain current service levels and establish funding levels to allow our organization to continue providing high-quality clinical programs and services.
Reporting & Disclosure
Expense Reporting
Providence Care complies with legislation related to making financial information available online.
Senior Leadership Team and Board of Directors Expense Reports
Use of Consultants
As per legislative requirements, reporting use of consultants.
Broader Public Sector (BPS) Annual Attestation
Accessibility Reporting
As per legislative requirements, Providence Care submits Accessibility for Ontarians with Disabilities Act (AODA) Self-Certified Accessibility Reports to the Accessibility Directorate of Ontario.
Accessibility Report for long-term care services - NO URL
Accessibility Report for hospital services - NO URL
Energy Consumption and Greenhouse Gas Emissions Reporting
Audited Financial Statements
Salary & Contract Disclosure
Providence Care mandated Public Sector Salary Disclosures is submitted each year and available in the Hospitals and Boards of Public Health category on the Ministry of Finance PSSD website, under Providence Care Centre/Centre de soins de Providence. For all mandated salary disclosures in Ontario, visit the Ontario Ministry of Finance website.
