Resident and Family Satisfaction Comments

Comment

The respondent expressed concerns regarding mealtime practices, including plates being removed before residents have finished eating and residents requiring assistance being provided with overly large spoonfuls. They also noted concerns about delays in responding to residents requiring toileting assistance, particularly when other available staff may be able to assist.

Overall, the respondent acknowledged that some concerns are administrative in nature and expressed that they are generally happy with their experience at Victoria Manor.

Response

Dietary Manager will be attending the November PSW meetings to provide education on our pleasurable dining program and dining service standards.  Dining audits are completed on a regular basis with results reviewed and corrective actions implemented as required.

Generalized education will be provided to team members regarding the importance of teamwork and shared responsibility in responding to residents’ needs. Team members will be reminded to support one another and, where possible, assist with toileting needs when another staff member is unavailable or delayed, ensuring residents receive timely and appropriate support.

Comment

The respondent expressed that they are very pleased with the nursing care their mother receives. However, they remain upset about a medication error and feel the seriousness of the incident was not adequately communicated to the family at the time.

While they acknowledge that proper protocols were followed and their mother has not experienced any apparent side effects, their primary concern is the lack of a direct apology and follow-up from leadership or staff. They feel the family should have been contacted personally to acknowledge the error and its potential seriousness

Response

We appreciate the family’s feedback regarding communication following the medication incident and understand their concern regarding the lack of direct follow-up. This feedback will be brought forward to our Nursing Practice, Leadership, and Quality meetings to review our communication pathways and identify opportunities for improvement.

At present, our communication process is to discuss incidents directly with the capable resident and/or the primary identified Power of Attorney or Substitute Decision-Maker, as appropriate. We will consider the family’s feedback as we review whether additional opportunities for communication and follow-up should be incorporated when significant incidents occur.

Comment

The respondent shared that staff have been very helpful and expressed overall satisfaction. They noted that they would prefer their mother to have a phone in her room, while recognizing that this is not possible given her circumstances and current setting.

Response

Residents are able to have a telephone in their room. The home does not provide individual telephone service; however, families can arrange for a phone line and service through a third-party telecommunications provider, such as Cogeco. The family would contact the provider directly to establish the service and arrange for the installation of the phone in the resident’s room. Any associated costs would be the responsibility of the resident/family.

Comment

The respondent identified concerns regarding the condition and modernization of the home, describing it as institutional. They also noted difficulty accessing information about their family member, concerns about odours in the home, and a need for additional housekeeping and more frequent garbage removal.

Response

We acknowledge the concerns regarding the condition and overall appearance of the home. Victoria Manor is over 35 years old, and we recognize that some aspects of the building may have an institutional feel. The home is maintained and refreshed through an ongoing capital project schedule, with additional oversight through regular managers’ walkabouts, risk management inspections, and IPAC audits. These processes help us identify and address building, cleanliness, infection prevention, and environmental concerns as they arise.

Comment

The respondent expressed concerns about staffing vacancies and consistency of care, particularly the long-standing RPN vacancy on the 3–11 shift. They also noted frequent changes in PSWs and a high use of agency staff, which they feel limits continuity of care and residents’ ability to build relationships with their caregivers, particularly for residents living with dementia.

Response

An RPN job fair was held in September as part of our ongoing recruitment efforts, and we continue to actively recruit for vacant positions with the goal of filling permanent roles and reducing our reliance on agency staff. An Attendance Support Program has also been implemented to support staff attendance and promote greater staffing consistency.