Residents' Council &
Resident Satisfaction
What is a Residents' Council?
An independent, self-determining group made up of residents of a long-term care home. The Council is intended and designed to form the collective voice of all residents who reside in the home, whether or not they attend meetings. All residents have the right to participate in the Residents' Council.
The Council is to meet regularly to provide advice and recommendations to the licensee regarding what the residents would like to see done to improve care or the quality of life in the home, and to provide peer-to-peer support.
The Council also meets to exercise several powers including, but not limited to:
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sponsoring and planning activities
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collaborating with community groups
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reviewing the financial documents
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operations of the LTC home
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attempting to resolve disputes
Fixing Long-Term Care Act
“Every licensee of a long-term care home must ensure that a Residents' Council is established at the home.”
“Every licensee of a long-term care home must also appoint a Residents' Council Assistant who is acceptable to that council to assist the Residents' Council.”
The Birches
Residents' Council
Golden Birches Terrace is a member of the Ontario Association of Residents Councils.
Meets monthly in the LTC Activity Room.
Members include current residents The Birches, as well as the following invited support staff:
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Dietitian
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Recreation and Rehabilitation
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Manager of Food Services
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Patient Relations Officer
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Administrator/Director of Care
Each meeting opens with the discussion of a Resident Right under the Fixing Long-Term Care Act.
Standing Items that are discussed at every meeting:
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Activities and Events
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Quality
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Food & Dietary
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Staff Education
Each meeting ends with a “round table” discussion where residents can openly voice concerns, feedback, suggestions, etc.
Resident Satisfaction Survey
The Resident Satisfaction Survey is completed by NSHN's Patient Relations Officer during multiple touchpoints:
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6-week Care Conference with new residents
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annual Care Conference with current residents
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ad-hoc when Care Conferences are scheduled due to changes in resident status/care
Each resident is directly engaged, in-person, during their Care Conference. A visual satisfaction scale is available and provided to those residents who require additional modalities to provide their response.
Survey questions assess the following indicators:
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Resident-Centred Care and Dignity
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Control, Choice, and Autonomy
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Communication
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Safety & Comfort
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Food & Dining
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Exercise, Activities, and Faith
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Environment & Accommodations
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Overall Experience
NOTE: Responses/feedback provided by a family member or loved one during a Care Conference is not included with resident data. The Patient Relations Officer conducts a separate, Family Satisfaction Survey in line with these Care Conferences, which engages family members and loved ones regarding their experience at The Birches.