Accreditations

Our definition of quality is to consistently meet or exceed the needs of our clients, their families, staff, volunteers and community partners in a safe, timely and effective way that minimizes client costs. Some of the ways we do this include: 

• Accredited with exemplary standing with Accreditation Canada 

• Create and annually revise our policies, procedures and Standard Operating Procedures 

• Monitor, investigate and report monthly statistics on client safety, satisfaction and complaints and staff and volunteer health and safety to staff and leadership. 

• New clients are provided with our Client Bill of Rights and information on how to register a complaint or concern regarding our services. 

• Quarterly and annual reporting of service statistics to Ontario Health 

• Annual volunteer and staff satisfaction surveys. 

• All-staff and department specific training and continuous learning on customer service standards, client care and safety, infection prevention and control, food safety…. 

• Committees such as the Client and Family Advisory Council, Staff Quality and Safety Committee and the board Quality, Governance and Finance Committees, who review, comment and take action,(as needed) on the policies, training and reported data listed above.