At Providence Care your feedback and involvement is important to us. Our resident and family relations include a Residents Council, Family Council, Lived Experience Partners, (Family Connections) and a Residents First Quality Team.
We also have a compliments and complaints process because we believe that all feedback regarding our care and services are opportunities to improve our processes, care and service.
Compliments & Complaints
Providence Manor facilitates a fully confidential process by which you can provide compliments or complaints about our quality of care and services. If you have a concern, compliment, or comment we want to know.
While we encourage you to first speak with the nurse in charge on your Resident Home Area, you may also:
- Speak with Director of Care or Assistant Director of Care.
- Contact our Patient, Client, Resident & Family Relations Coordinator by phone at 1-844-849-9166 or by email at firstname.lastname@example.org.
- Fill out the We Care What You Think compliments and complaints form available online, at Reception, or by asking a member of your care team.
All concerns and complaints will be acknowledged, investigated, resolved and reported in accordance with the Long-Term Care Homes Act 2007.
For more information refer to the Ministry of Health and Long-Term Care’s website. To report an urgent complaint to the Long-term Home Care Action Line, call 1-866-434-0144.
The Residents Council represents the needs and wishes of the residents at Providence Manor, and works with administration to identify issues and develop collaborative solutions. The Council strives to maintain social, cultural and spiritual values which residents cherish by tradition (adapted from the Providence Manor Residents Council Terms of Reference, 2002).
Residents elect the Council Executive annually.
Meetings are held on a monthly basis in the McKinley Room on Level 2 and are open to all residents. Minutes of the meetings are posted on Resident Home Area bulletin boards.
Family Council – Family Connections
Family Connections is Providence Manor’s Family Council. An autonomous body, recognized by the Ministry of Health and Long-Term Care, the Council provides information for family and friends of residents to stay connected and informed about the Home. Through communication, education and advocacy, Family Council works together as a group to provide members and residents in the Home with support.
Relatives and friends of residents in the Home are invited to attend monthly Family Council meetings.
Family Council Connections is an initiative of our Providence Manor Family Council to keep you, the family and friends of our residents, informed and up to date. Family Council Connections also plays an important role in contributing to a quality of care environment.
WHAT DO WE DO…
- Keep You Informed
- Send You Updates
- Provide Resources
- Answer Questions
- Inform You of Events
- Hold Information Sessions
- Provide Support for Families
- Send You Minutes of Meetings
Family Council Connections helps you stay connected. Be sure to sign up.
To sign up to receive information from Family Connections, fill out the form below or email email@example.com.
To be on our contact list and receive updates, please provide your information below.
(Note: All entries are confidential and can be withdrawn at any time.)
Lived Experience Partners
Providence Care values the important role that residents, patients, clients and families play in their care. We believe that by fully engaging residents, patients, clients and families in their healthcare we are better able to meet their physical, emotional, social and spiritual needs.
We believe that by including the resident, patient, client and family perspective in everything we do, that we are treating the people we serve with respect, dignity, compassion, and are enhancing the quality and safety of the care they receive.
Lived Experience Partners at Providence Care are individuals who have lived experience as a resident, patient, client or family member, and who work with our staff to provide their perspective on planned initiatives, projects or changes.
Residents First Quality Team
As part of our commitment to quality resident care, Providence Manor has a Residents First Quality Team, made up of clinical staff, management and corporate service resources, that works to develop and implement quality improvement and resident safety initiatives that will benefit our residents, families and staff. Quality improvement strategies are selected in partnership with residents and families and incorporated into the Home’s annual Quality Improvement Plan.