COMMUNICATIONClear, timely exchange of information between team, residents, families. Includes handoffs, conferences, documentation. Barriers addressed, effectiveness evaluated. Essential for coordination and safety.
LISTENINGWe engage clients through person-centered care approaches, shared decision-making, respecting their preferences and values, providing clear information in accessible formats, involving them in care planning, and actively listening to their concerns. This is supported by organizational poli
RESPECTTreating clients with courtesy, listening to concerns, protecting privacy, honoring preferences. Includes cultural, spiritual considerations. Staff trained in person-centered approach. Essential to quality care and resident rights.
EMPATHYEmpathy in healthcare practice involves systematic assessment, planning, implementation, evaluation. Staff trained on standards, procedures documented, outcomes monitored. Quality improvement when gaps identified. Aligns with accreditation requirements.
VERBALWe provide: coordinator's direct phone/extension, email if applicable, best times to call, what to do if can't reach directly (backup contact, voicemail process), after-hours/emergency contacts, response time expectations. Provided verbally and in writing.
NONVERBALNonverbal in healthcare practice involves systematic assessment, planning, implementation, evaluation. Staff trained on standards, procedures documented, outcomes monitored. Quality improvement when gaps identified. Aligns with accreditation requirements.
DEMENTIABSO (Behavioural Supports Ontario) provides assessment, education, and support for clients with responsive behaviours, often related to dementia or cognitive impairment. The program follows provincial standards and core competencies, uses evidence-based approaches including PIECES framewor
BARRIERSWe provide services in: clients' homes, community centres, schools, seniors' residences, day programs, charitable organizations, faith communities, libraries, recreation centres. Services are delivered where most convenient and appropriate for clients, reducing barriers. Each location asse
EFFECTIVEWe evaluate effectiveness through client outcomes data, community health indicators, partner feedback, program utilization rates, and quality improvement initiatives.
REPORTINGClients and families can raise concerns or complaints through multiple channels including speaking to their care provider, contacting the manager/supervisor, using feedback forms, or contacting patient relations. The process is explained to clients.
