Quality Improvement

At the North Shore Health Network (NSHN), we strive to provide safe, high-quality, person-centred care. Across our three sites in Blind River, Thessalon, and Richards Landing we operate as one unified team delivering equitable, high-quality, integrated rural health and wellness services to our communities. We are committed to maintaining a high standard of care, guided by our core values of Compassion, Accountability, Respect, Equity, and Sustainability (NSHN C.A.R.E.S.). We strive to create a safe, comfortable, and home-like environment that supports the privacy, dignity, and security of our patients, residents, and clients.

Measuring quality in healthcare is essential. Quality indicators help ensure consistency of care, inform decision-making and planning, and identify opportunities for improvement in the services we provide. At NSHN, we recognize that not all aspects of patient safety and comfort can be easily measured. However, by analyzing quality indicators, we gain a broader understanding of system performance. This allows us to examine specific processes, programs, and services more closely, and to allocate resources where they will have the greatest impact on patient care and outcomes.

To see NSHN's current and past Quality Improvement Plans, click here.

CLICK IMAGE ABOVE (VIDEO)
Quality Improvement in Healthcare - Dr. Mike Evans

Important Legislation

The Excellent Care for All Act, 2010

The Excellent Care for All Act (ECFAA, 2010) places patients at the centre of Ontario’s health care system by promoting high-quality, evidence-based care and improving the overall patient experience. The Act aims to strengthen health care delivery while ensuring sustainability for future generations.

Implementation of ECFAA began in the hospital sector, with outcomes evaluated prior to expanding requirements to other areas of the health system.The legislation requires health care organizations to:

establish Quality Committees that report to the organization on quality-related matters
develop and publicly post annual Quality Improvement Plans (QIPs)
link executive compensation to the achievement of QIP performance targets
conduct regular patient and family member Experience Surveys
conduct staff surveys to assess workplace experience and perspectives on quality of care
develop a Declaration of Values or Declaration of Rights and Responsibilities
maintain a Patient Relations process to address patient experience concerns

Fixing Long-Term Care Act (2021)

The Fixing Long-Term Care Act (FLTCA, 2021) is designed to improve the quality of care and quality of life for residents in Ontario’s long-term care homes. The Act reinforces a resident-centred approach, emphasizing safety, dignity, respect, and accountability, while strengthening oversight and transparency across the long-term care sector.

The legislation establishes clear expectations for long-term care home operators and staff, with a focus on continuous quality improvement and enhanced resident protections. Key requirements under the Act include:

a strong emphasis on resident-centred care, ensuring residents’ rights, dignity, and choices are respected
minimum staffing standards, including increased direct care hours provided by nursing and personal support staff
ongoing quality improvement and regular evaluation of care and services
mandatory training and education for staff to support safe, competent care
enhanced infection prevention and control (IPAC) measures
strengthened inspection, compliance, and enforcement processes
improved transparency and accountability through reporting and public access to information
resident, family, and caregiver engagement in care planning and decision-making
a formalized complaints process to address concerns and improve the resident experience

Health Quality Ontario
Quality Improvement Plan Program

Under the ECFAA (2010) and other accountability agreements, all public hospitals, interprofessional primary care organizations, Home and Community Care providers, and long-term care homes are required to develop an annual Quality Improvement Plan (QIP).

Each organization must create a QIP that outlines specific goals, targets, and actions aligned with Ontario’s provincial health care priorities, while also addressing local quality improvement needs. QIPs must be developed annually, publicly posted, and submitted to Health Quality Ontario (HQO), the

provincial advisor on health care quality.

QIP development is informed by multiple sources, including:

mandatory and priority indicators established by HQO
the needs of patients, family members, and care partners
insights from the patient relations process
patient experience surveys and critical incident reviews
employee and physician engagement results and related initiatives
commitments outlined in Strategic Plans, Hospital Service Accountability Agreements, and Ministry of Health priorities
Accreditation Canada standards and processes