Toronto Long-Term Homes and Services is committed to providing optimal quality care and services for all residents and clients We strive to promote environments that support the rights of residents/clients to dignity, self-esteem and independence. A variety of options are available for each resident/client and/or family member to obtain information, raise concerns, issues or complaints or recommend suggestions regarding care and services.

Day-to-Day Decision-Making

Whether staff is providing care for a resident in a long-term care home, or a client in supportive housing or in his/her private home, staff believe that they are "guests" in the individual's home. Residents'/clients' rights and opinions are respected and they are encouraged to have meaningful input into decision that affect their care, service and day-to-day lives.

Residents and clients are encouraged to ask us questions, seek clarification and voice opinions on a day-to-day basis to help design the right plan to meet their care and service needs.

Residents' Council

Toronto Long-Term Care Homes and Services is committed to respecting, supporting and enabling residents' rights to dignity, self-esteem and independence, and to improving the quality of services and programs we provide for residents. One way that we demonstrate this commitment is by actively supporting and encouraging residents to share their concerns/issues/suggestions through involvement with the Residents' Council. Each Residents' Council meets regularly to discuss issues and concerns, problem-solve, provide education and offer suggestions to improve the quality of life for residents living in the home.

All residents are members of the Residents' Council, whether they attend meetings or not, but we encourage active participation.

If residents choose not to attend meetings of the Residents' Council, there are additional opportunities to have input. To learn more, check out the brochure Just for You...Improving care and service: contacting your Residents' Council. Copies of this brochure are available in the lobby of each home, next to a secure mailbox to submit ideas and suggestions.

Care Conferences

We believe that we can meet each resident's unique needs by collaborating with the resident and his/her family and using an interdisciplinary team approach to develop a written plan of care to guide day-to-day work. Our care planning process is driven by residents' values, strengths, desires and needs.

We schedule regular care conferences with the team to share information regarding assessments and plans, to make decisions regarding care strategies, and to incorporate directions from the resident and/or family. As an additional resource, we have published a brochure in our Just for Families series called "Resident Conferences...Did you know?"

Home Committees

Each home has an established Home Advisory Committee, with broad membership, including both in-home and community representatives. Each home also has an established Family Committee. Minutes of the Family Committee meetings are publicly posted in the home on the family Committee bulletin board.

If a family member chooses not to participate in the Family Committee there are additional opportunities to have input. To learn more, see our Just for You...Improving care and service: contacting your Family Committee brochure.

Satisfaction Surveys

We regularly assess and monitor resident/client and familysatisfaction through the use of a standardized survey entitled Your Opinion Counts. These surveys are forwarded to residents/clients and/or family on a regular basis, and provide us with important feedback that guides our quality improvement work. In addition to Your Opinion Counts, we use other surveys periodically to assess the level of satisfaction with a specific aspect of care or service. We encourage you to express your opinion.

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