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At Extendicare, we are dedicated to providing individualized, respectful care. We have developed key quality initiatives to better serve you and your family.
Customer Service Training ~ CARE
Extendicare has developed a significant customer service program entitled
, which stands for courtesy, attitude, responsibility and excellence. These four words signify specific customer service standards that are the core of the
program on which all service interactions are based. All staff and management working within any Extendicare long-term care home must complete specific training and demonstrate active participation in the program to earn all four
letters signifying successful completion of the core
What do the service standards represent?
Each person contacting Extendicare is treated as a VIP. Every member of the Extendicare team is a director of first impressions, and must ensure that our residents, family members and all customers are treated with respect and courtesy.
We have the ability to choose our attitude everyday, and we choose to be approachable in tone, body language and appearance.
Extendicare takes its responsibility to our residents and family members, seriously. Everyone is responsible for solving customer service issues - before they become complaints. If a staff member cannot provide an answer to your question, he or she will quickly find someone who can.
The last letter encompasses the entire program of
. To earn an "E" and to be a truly excellent "director of first impressions," Extendicare staff will have proven they go that extra mile to ensure customer satisfaction.
Commitment to Residents
Extendicare’s values are based upon our
Commitment to Residents
, which has a long-standing history within our company. We believe that each resident of Extendicare is a unique individual with unique wants and needs. Extendicare is committed to ensuring that each resident:
Will be encouraged to remain as independent as possible, and will be treated with courtesy, respect and dignity, free from mental and physical abuse, in a manner that recognizes one"s status as an adult;
Will be provided with care without discrimination;
Will be provided with a safe, clean and healthy environment to ensure safety and to protect property;
Has access to programs that meet physical, spiritual, social, emotional and intellectual needs, and that provide opportunities to develop interests, abilities and potential;
Will receive nutritious meals and snacks appropriate to diet needs and which meet Canada"s Food Guide;
Can view the facility as being one"s home and is welcome to enjoy personal belongings and furnishings provided space limitations and safety requirements are recognized;
Has privacy when receiving counseling, treatment or personal care, or when communicating with family, friends, lawyers, clergy, government representatives or any other person;
Can choose a personal physician, providing the physician follows provincial legislation as well as guidelines developed by Extendicare and the facility"s Professional Advisory Committee;
Has one"s condition, care and treatment explained in easily understood terms, and will be supported in the right to have input into decisions that affect quality of life;
Can refuse medical treatment and medications and is informed of the medical consequences of refusing;
Has freedom from chemical or physical restraints, except as authorized in writing by a physician for a specified period of time, or when necessary for prevention of injury;
Can refuse personal care to the extent that it will not interfere with the lives and safety of other residents;
Will not be transferred within the facility or to another facility without prior knowledge, unless such a move takes place during a life-threatening situation;
Has access to and is kept informed of changes to legislation, regulations, policies and services included in the monthly fee, and services provided at an extra cost.
Can manage one"s own financial affairs, or can authorize another person to do so. In those cases where the facility administers trust funds for a resident, detailed information regarding financial transactions will be provided.
Will have one"s financial, medical and other personal information kept confidential and made available only to authorized persons requiring such information in the resident"s best interest.
Can form friendships and enjoy relationships with persons of one"s choosing;
Can establish and participate in resident organizations and can express concerns, comments and suggestions to staff members or administration without fear of reprisal;
Is assured that all staff have been made aware of, and will honour,
Extendicare"s Commitment to Residents
Extendicare, its long-term care centres and home care services, actively seeks accreditation from Accreditation Canada or the Commission on Accreditation of Rehabilitation Facilities (CARF). These organizations assist health service organizations across Canada and internationally to examine and improve the quality of care and service provided to clients.
Accreditation is awarded to organizations that continually examine and improve the quality of care and service provided to customers. We understand there is always room for growth. We’re committed to improving our standards and services to strive for the highest quality service. You can feel confident in Extendicare and our continuing efforts to provide the best in individualized, compassionate and respectful care to our customers.
Another Extendicare specific customer service program is known as
. Its purpose is to build a positive relationship between residents and their families and management and staff. The goals and benefits of the program are multiple, here are just a few:
To create a positive experience for our residents and families by regularly obtaining feedback regarding their care and services provided.
To quickly identify and resolve issues utilizing the principles of continuous quality improvement.
To identify excellence in quality of care and customer service and to recognize those individuals responsible for those actions
We recognize that a move to a long-term care home is an experience that may be difficult. Guardian Angels are staff members who act as advocates and work with residents and their families to make their stay at Extendicare as positive as possible.
A Guardian Angel is assigned at the time of admission and provides a stable link for residents and their family. Over the first few days, the Guardian Angel will visit with residents to assist them in settling into their new home. He or she will address any concerns or questions they may have, and will act as a special liaison between that resident and the larger health team.
As residents begin to feel more comfortable in their new home, Guardian Angels will continue to visit, one to one, to ensure that the quality of care and services meets with their approval.
The Employee Hotline Program is a means for employees and agents of Extendicare to report, anonymously if desired;
any activity or conduct which he/she suspects is not consistent with our standards of care, policies,
Commitment to Residents
, and/or provincial or regional legislation or regulations, or
any concern in relation to accounting, internal accounting controls or auditing matters in accordance with Bill 198.
Providing quality care takes careful planning. One part of the planning process that is unique to Extendicare is the HealthTrac program. This program is individually designed with input from all members of the health care team who will be actively involved in a resident’s care, as well as input from the resident, the resident’s physician and his or her loved ones.
HealthTrac is an outline of the services a resident will receive during the first 6 weeks of his or her stay, with an anticipated timeline and expected milestones. It is designed to encourage communication and involvement from the interdisciplinary team as well as residents and family members.
HealthTrac begins from the first week of admission; it helps residents adjust by not only educating them on the services that will be provided, but also clearly involving them in every step along the way. In addition, the program provides a means by which residents and their loved ones may hold team members accountable for specific expectancies.
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