Fall - Reena

Reena Annual Report Reena Annual Report
Continuous Quality Insurance By Tali Nizic, Chair
Review of Agency
Serious
Occurrences:
One of the tasks
for CQI members
is to review all
serious
occurrences that
are reported to the
Ministry and as we have done in
yesteryears 2007 was no different.
Again I am pleased to report that all
reported serious occurrences met the
Ministry’s reporting standards; which
include timely reporting and proper
action to address issues. Where
necessary, CQI members provided
insight and input to staff on continuous
improvement of Reena’s services.
Review of Restraints Order Protocols:
The committee regularly reviews all
restraint protocols in Reena to ensure
that such restraints are necessary,
ethical and that they meet Ministry
standards. There are currently two
restraint order protocols, which CQI
reviews every six months. These two
restraints are in place to address
medical/health related issues.
Reena’s Responsive Survey Feedback:
In determining the overall picture of
how family members view Reena’s
services, the committee reviewed with
interest and satisfaction responses from
family members gathered during or
after their family member’s Annual Life
Plan meeting. I am pleased to report
that services meet our expectations.
Total ALPs conducted in 2007 were 167
and in the same year there were 56
waivers – waivers are those where a
client chooses not to have a meeting.
Waivers are revisited each year just in
case an individual changes his/her
mind and decides to have a meeting.
Of the 167 Annual Life Plans
conducted Reena received 52
completed Surveys of which one
indicated dissatisfaction with the year’s
services. The issues addressed in this
one survey have since been resolved.
The Surveys target six indicators:
Status (was the family member treated
with respect and valued as a member of
the team), Aptness (are needs being
met at the present time),
Responsiveness (are Reena’s services
and supports sensitive and do they
attempt to accommodate individual
differences and wishes), Inclusion
(does the family member feel included
in the decision making process and
were their views solicited and
considered) and Coordination (are the
services for the family member
coordinated to avoid confusion).
These surveys have provided and
continue to provide families an
additional voice to state their
appreciation and also to raise concerns
and or provide input on matters of
quality and service delivery. Therefore
I encourage our families to complete
these surveys each time their family
member’s Annual Life Plan takes place,
since this will help improve Reena’s
services.
Visits to Reena locations:
As has been the case in past years,
committee members visited several
Reena locations especially the newer
ones to acquaint themselves with the
core services Reena provides in the
community. These visits continue to
provide members an opportunity to
share with clients and staff members
their views on continuous quality
improvement. It is also an opportunity
for committee members to experience
on a first hand basis how individuals
live and integrate into their
communities. The reports we get from
committee members after each visit are
positive and memorable.
Membership:
I would like to take this opportunity to
thank all family and community
members who responded to my call for
new CQI committee members. We
received an overwhelming response for
which I am grateful. This shows that
we enjoy a community of dedicated
individuals who are willing to lend
their support to enhance Reena’s
services.
Accreditation:
As mentioned last year, while our
Ministry has not mandated Reena and
like agencies to be accredited, it is
nonetheless proceeding with the
transformation of developmental
services and the way funds are
allocated to support individuals with a
developmental disability. Proactively
however, agencies across our sector are
looking at accreditation of their services
and programs as a way to respond to
service accountability and quality
issues. We encourage all of our readers
to take a closer look at Bill 77 (2008) and
acquaint themselves with the current
developments in our sector.
In light of the foregoing, the CQI
Committee evaluated four different
models of accreditation to determine
the most effective and suitable tool
fitting Reena’s philosophy of
supporting individuals with a
developmental disability. The
committee is now in its final phase of
making recommendations to the Reena
Board.
I thank all committee members for
giving Reena their most precious
commodity – their time and dedication.
On behalf of the CQI committee, I
extend my gratitude to everyone at
Reena, including the front-line staff,
management, students and volunteers,
for their on-going support, education,
dedication and hard work to ensure the
highest quality of care for our clients.
We welcome your comments and ideas
that pertain to continuous quality
improvement of Reena services, please
get in touch with me through Reena
offices.
12 • Kolreena • September 2008