Welcome to the City of Toronto website

Toronto Long-Term Care Homes and Services strives to reach our goals of providing an environment of caring, dedication, integrity, quality and safety through a skilled care team and a supportive, proactive organization. Specifically, we strive to meet and exceed expectations by continuously improving resident and client care, programs, services, buildings, learning and workforce experiences.

Our integrated quality management model involves a structured system for creating division-wide participation in planning and implementing continuous improvement processes to meet and exceed resident, client, family, staff, supplier, volunteer and community needs. We involve all stakeholders in our quality improvement work. For example, we utilize a number of satisfaction surveys to solicit feedback, using the results to guide Quality Improvement (QI) projects and QI initiatives. Two of our key surveys are Your Opinion Counts, in which we seek satisfaction feedback from residents, clients and their families; another is How Are we Doing?, in which we solicit feedback form our community partners. These are distributed and analyzed on a regular, recurring basis. Staff and volunteers sit on our quality improvement teams. Our Residents’ Councils and Family Committees are also involved in quality work.

Our integrated quality management model provides a process, whereby all teams and service areas can demonstrate that they are client-centred and outcome-focused and that they use an interdisciplinary approach and the measurement of real data to guide improvements.

We recognize integrated quality management as an integral part of our day-to-day work and the provision of care and service for resident and clients. The responsibility for ensuring quality lies with every person, from every area of our division. Our teams, service areas and committees build their strength and direction on the skills of the individuals and are united in a common cause.  This cohesiveness facilitates a culture of quality and guides our ongoing journey of quality improvement.

Our integrated quality management model is derived from our mission, vision and values. It aligns with our goals and objectives at the divisional, home, program and team levels and we monitor and evaluate all of the quality work that we do.

Our integrated quality management model can be mapped out in a simple-to-understand chart (PDF).

Each of our homes has a quality improvement bulletin board which gives visitors a snapshot of our current quality work – we invite you to look for this information or ask the Administrator if you cannot locate it.

We think that integrated quality management “just makes sense” – it needs to be part of every organization – and every organization needs to use best practice information and build new leading practices – we are committed to this at Toronto Long-Term Care Homes and Services.

We have a divisional QI Council, responsible for organizing, sharing and learning from quality improvement work from various areas across the division. In addition, each home and our community programs have a dedicated QI Site Council to coordinate and lead quality work at the local level. Our QI Councils have aligned forces to drive quality through uniform standards of care and service, measuring performance as a community, educating staff, volunteers, residents, clients and families, and working with partners in the community to remove barriers to quality care.

We believe that the results of our integrated quality improvement model enhance quality of life for residents and clients. Humanity and dignity are achievable, but quality improvement cannot simply be a project — it must be a primary function of every employee, team, service area and committee to continuously assess and improve quality.

We are proud to be a member of the Quality Healthcare Network (QHN) . QHN is a non-profit, member-based organization dedicated to fostering the development and adoption of best practices by its members through education and shared improvement projects. QHN is also the Ontario lead of the Safer Healthcare Now! (SHN) campaign, an ambitious pan-Canadian effort aimed at reducing the number of injuries and deaths related to adverse events, such as infections and medication incidents.