Client Experience. Hospitals will provide the LHIN with an annual summary of the satisfaction survey results required under section 5 of the Excellent Care for All Act. Acknowledging that client surveys must be conducted each fiscal year while employee/staff satisfaction must be conducted every two fiscal years, the summary will include the most recent fiscal year results of the client and employee satisfaction surveys as follows: Total number of patients/family members surveyed for Client Satisfaction Total number of patients/family members indicating that the overall care provided was positive Total number of staff members surveyed for Staff Satisfaction Total number of Staff members indicating Positive Satisfaction Falls Prevention and Reduction Program HSPs will ensure that a falls prevention and reduction program is established for at-risk clients. The program will be aligned with the LHIN-wide Integrated Regional Falls Program. Minimum requirements of this program will include: The identification of individuals at risk for falls The collection of information about: o the number of clients experiencing falls, o The number of falls resulting in harm, o The number of falls resulting in ER visits (for those hospitals with ERs), and o The number of falls resulting in inpatient admissions (for those hospitals with ERs) A strategy to reduce the number of falls resulting in harm Wound Care HSPs will ensure that risk identification and prevention activities to address Wound Care are in alignment with the North Simcoe Muskoka LHIN Guidelines for Wound Care and that data is collected and reported to the LHIN as required. Hospital Local Reporting Obligations Schedule E1:
Client Experience. Health Service Providers will provide the LHIN with an annual summary of satisfaction survey results. The summary will include the reporting of: o Total Number of Clients/Family Members surveyed for Client Satisfaction o Total Number of Clients/Family Members indicating that Overall Care Provided was positive.
Client Experience. 1. Community relations • Is sensitive to clients’ heritage, traditions and identity. • Actively listens to clients and passes on relevant information accurately and appropriately • Responds in a prompt and sensitive manner to clients’ requests so that the client feels supported and accepted. • Maintains basic awareness of current community issues. New and Different Approaches
Client Experience. Drive a patient centric culture to optimize health outcomes and experience • Effectively respond to all complaints, feedback and compliments in a timely fashion Core Competencies Financials, Budgets, Target, Funding • Identifying opportunities to enhance the ongoing growth and financial sustainability of Medical Centres. • Timely preparation of fortnightly GP and specialist billing summaries • Accountability for ensuring the accuracy of all billing processes (i.e. Medicare, Health Insurance Commission, TAC, DVA, PIP, SIP, WorkCover) with timely provision of information to patients • Ensure that all financial transactions are undertaken within approved DPV Health policy and delegations of authority • Achieve and lead a team to achieving the targets and budgets for Medical Centres. • Achieve targets / budgets and negotiate budgetary issues with leaders • Monitor and report on key performance indicators on a timely basis Clinical Expectations • Ensure all employee clinicians and clinical supervisors have appropriate registrations, skills, expertise and experience relevant to their profession. • In partnership with the Medical Director and Contract Manager monitor Private Practitioner registrations, skills, expertise and experience relevant to their profession. Culture, Engagement, Diversity – People Experience • Demonstrate behaviours aligned with DPV Health Values, Code of Conduct & the DPV Way • Create and implement a culture of trust, collaboration and ownership • Initiate, complete and promote the value of regular supervision, annual work plans and annual performance reviews • Actively participate in and promote all required training, inductions and development • Initiate meetings and attend required meetings in a positive constructive manner, offering balanced views and seeking solutions. • Develop team members by taking a genuine interest in their career goals • Actively support and demonstrate inclusive behaviour with a zero tolerance for bullying, harassment and inappropriate conduct Health and Safety • Take reasonable care to ensure no risk of harm to self and others in the workplace. This includes immediately reporting any incidents, near miss, hazards and injuries. • Comply with relevant Occupational Health and Safety laws, standards, safe work practices, policies and procedures and attend all safety initiatives, improvements & training. • Act as a role model by demonstrating safe work behaviours and conducting work in accordance with our safety ma...
