Compliments and Complaints from Clients

CanCare’s policy is that all compliments and complaints are documented.  We reinforce this policy and have simplified the process for recording compliments and complaints because we want to know what our clients think so that we can continue to improve our services.

Formal Compliments

April – June 2009: 57 compliments, 2539 clients serviced = 2.2% compliment rate

July – Sept. 2009: 52 compliments, 2703 clients serviced = 2% compliment rate

Oct – Dec. 2009: 59 compliments, 2,699 clients serviced = 2% compliment rate

Jan-March 2010: 45 compliments, 2,655 clients serviced = 1.7 % compliment rate

Comments:  The majority of our compliments are related to great service performance and to the reliability and caring nature of our nurses and PSWs. The families of our clients also feel that our PSWs and nurses are wonderful and compassionate and they are happy with the care provided.

Complaints

April – June 2009: 50 complaints, 2,539 clients serviced during the time period = 2% complaint rate

July – Sept. 2009: 67 complaints, 2,703 clients serviced during the time period = 2.5% complaint rate

Oct – Dec. 2009: 44 complaints, 2,699 clients serviced during this period = 1.6% complaint rate

Jan-March 2010: 31 complaints, 2,655 clients serviced during this period = 1.2% complaint rate

Comments:  The majority of complaints in the last quarter were related to disagreements between clients and staff (nurses and PSWs). To reduce the number of these complaints, our field supervisors have one-on-one sessions with staff who are involved in these complaints to determine the issues related to service delivery.  Related training and education is provided where appropriate to help resolve the issues. The opportunity to learn about these concerns and related education (e.g. through written communication) is provided and shared with all staff.

CanCare has recently implemented the Registered Nurses' Association of Ontario (RNAO) Best Practice Guidelines (BPG) for "Client Centered Care & Professionalism" and "Establishing Therapeutic Relationships". Our staff have received education and training related to delivering a high standard of care to our clients.

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