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QUALITY & COMPLAINTS

Families, Residents, Staff and managers all work together to ensure the best quality of safe care in our home. We appreciate your support and want to hear about your experience in our home.

We rely on hearing from you to understand if we are providing the quality of care we strive for and that the Families and Residents expect and deserve. We commit to being fair and objective as we respond to feedback, always considering and protecting your privacy and confidentiality.

RESIDENT BILL OF RIGHTS

The rights and welfare of our Residents is a key priority at our site. The Province of BC has mandated compliance with the Residents’ Bill of Rights and it prominently posted to demonstrate that requirement. 

Click here to view the Ministry of Health - Residents' Bill of Rights to learn more about your rights while living in a Residential Care Facility.

ACCREDITATION — A STAMP OF QUALITY

Accreditation is a process that seeks to embed quality improvement and safety into ongoing strategic planning and operations. As part of the intensive certification program, facilities conduct a self-assessment to identify strengths and opportunities for improvement. Then, expert national surveyors conduct an external assessment to validate the quality of care provided to patients, clients, and residents.

The first Accreditation survey for Gemstone is scheduled for September 2015.

For more information on the Accreditation process, visit the Accreditation Canada site.

LODGING A COMPLAINT

Any concerns or questions regarding rights, welfare or other matters impacting Resident service should be immediately reported. The process for making a complaint is as follows:

Step 1: Speak with the Nurse Team Leader or Department Manager. If the matter is still unresolved, then

Step 2: Contact the General Manager either in person or by phone or email.

Step 3: Report the matter to the Health Authority’s Community Care Liaison or the Case Manager. If the matter remains unresolved, then proceed to step 4.

Step 4: Notify Licensing by calling BC toll-free 1 800 663-7867 and ask to be connected to your health authority's Community Care Licensing Office or visit www.health.gov.bc.ca/ccf/complaints.html for more information.

Step 5: Contact Provincial Level Support including:

  1. The BC Ombudsperson at (800) 567-3247 or www.ombudsman.bc.ca;
  2. Patient Quality Review Board at www.patientqualityreviewboard.ca; OR
  3. Ministry of Health Seniors Advocate at (877) 952-3181.

Additional details of the above process are outlined in the following link: www.health.gov.bc.ca/ccf/complaints.html

MANAGED RISK AGREEMENT

For some residents, there may be circumstances identified where the resident is perceived to be living “at risk” with a potential safety and/or health concern. In these circumstances, a Managed Risk Agreement between the resident, their physician or the Medical Director and the facility is initiated. This agreement defines a mutually acceptable level of choice and risk for specific situation(s) that will be honoured for that resident.

ETHICS & QUALITY

Another important means of protecting the rights and welfare of our Residents is through purposeful meetings. The Ethics Committee exists as a structure that seeks the input and perspective of a diverse skill base who assemble to consider issues that impact resident rights and welfare. The Quality Council focuses on service quality and is involved in ensuring the rights and welfare of residents are protected through procedures of audit, review and recommendations.

FACILITY INSPECTION REPORTS

To ensure quality operations, the most recent Licensing report issued must be visibly posted on site at Gemstone. This is a legislated condition for all care facilities and it is a contravention of the License for failure to comply.

You can review this information on site or for further information about Inspection Reports, click here.