Intercare’s Five Key Priority Areas:
1. Resident Intake
The Welcoming Coordinators are now in place at Brentwood, Chinook and Southwood Care Centres. They are assisting the difficult transition that new residents and families experience when admitted to long term care. They provide information during tours, answer questions on admission and assist the resident and family to connect with the appropriate staff members in the facility to get their needs met. They have daily contact with the resident for the first week and continue to make regular visits in the weeks that follow. Due to the design of the position they have the flexibility to be able to promptly address questions and concerns of residents and families when front line staff often don’t have the time immediately available due to competing priorities. We have received positive feedback from many families indicating the Welcoming Coordinator indeed made them feel welcomed in the facility and has assisted them to make the difficult transition into long term care.
2. Resident Hydration
Staff at all sites have incorporated hydration in their daily practice and it is going very well. Staff have reported that the residents look forward to the delivery of fluids in the afternoon and evening. We are also trialing a lemon flavored thickened water to increase the fluid intake for residents who can not drink normal fluids. To date we have experienced a decrease in overall urinary tract infections as a result of the program. We will continue to monitor to ensure that this trend continues. After Accreditation we will be sending out a survey to residents and families to determine their satisfaction with the new program.
3. Delivery of Resident Care
The implementation of the new Unit Manager positions has been well received by the sites and we have received positive feedback from the families. The Corporate auditing of the high risk standards is ongoing and improvement has been documented in all areas. The ongoing challenge to meeting some of these standards is the completion of the consents required when the resident is requesting two side rails or requires anti-psychotic medication. We are requiring facilities to review and update these consents annually and appreciate resident and family support and understanding in this area.
4. Customer Service
Intercare’s Senior Leadership Team has recognized that a focus on providing quality, customer service should, and must be, reflected in all of the services we provide to our residents, families, visitors and staff. Towards ensuring this, a Customer Service Team was established last year with representatives from senior leadership and front line staff from all of Intercare’s four sites and various departments, including nursing, residential services, therapies, education, social work, and the Union. The Committee, along with feedback from all Intercare staff, brought forward to Intercare’s Senior Leadership & Ownership group recommendations to revise our Organization’s Mission, Vision and Purpose, as well as adding a fifth Core Value – all which reflected the importance of ‘service’ in our culture. This was well received and the addition implemented. After months of extensive review, education and planning, a well defined Five-Phased tool has been developed with a scheduled rollout of Phase I commencing in early 2013. We believe that our increased focus and understanding of customer service will only enhance the lives of our residents and their families, our staff and all visitors to our organization.
5. Environmental Improvements
Intercare is currently in the process of installing the wiring required to support the Point of Care (POC) documentation terminals that will be used by all staff in our move towards an expanded electronic health record. After Accreditation we will be focusing on planning and implementing the education component, with a pilot unit which has not been identified yet. After the process has been fine tuned it will be rolled out to all sites.