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Communications Procedures |
If you have any questions
or concerns regarding the care and services that you are receiving
at the Jewish Eldercare Centre, please contact the following personnel,
in the following order:
- Your nurse.
- The head nurse on your floor during weekdays, or the nursing
coordinator during evenings, nights and weekends.
- The Ombudsman (by following the User
Complaint Procedures).
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Ombudsman |
The Ombudsman is an impartial,
compassionate and understanding mediator who is mandated to objectively
and diligently investigate complaints filed by residents and families,
and to help find solutions to the problems uncovered through such
complaints. The Ombudsman’s goal is to find realistic solutions
that are acceptable to everyone concerned – residents, families
and staff.
All complaints are taken seriously and investigated, and significant
issues or patterns are brought to the attention of the Board of Directors
through the Quality Improvement / Risk Management Committee.
By reviewing complaints and finding solutions to the problems raised,
we are provided with vital information needed to improve care and
services. This may lead to important policy changes that affect everyone.
With the help of our residents and their families, we strive to improve
any problem areas which are brought to our attention.
The Ombudsman is located in room 2A.26 on the second floor of the
Hope Pavilion, and may be reached at 514-738-4500 ext. 2126.
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User Complaint
Procedures |
A user may
formulate a written or verbal complaint to the Local Service Quality
Commissioner of the Centre (Ombudsman), on the services he received,
ought to have received, is receiving, or requires from the Jewish
Eldercare Centre.
You will be receiving a complete copy of the User Complaint Procedures
upon admission to the Centre. Additional copies are available from
the Ombudsman or your head nurse.
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Users
Committee |
As per changes in the law effective since 2006, we have a Users Committee, which represents the
common interests of our residents and clients, and is usually comprised
of residents and/or family members who are related to our residents.
The role of the Users Committee is: to provide information to the
residents and their families about their rights and obligations; to
promote improvements in the quality of life of the residents; to evaluate
the level of satisfaction of the residents; to defend the collective
rights of the residents; to accompany the residents and assist them
in every way possible, including assistance for the filing of a complaint.
For further information, please contact the Users Committee at 514-738-4500,
ext. 4330. |
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