FOOD COMPLAINTS:
Last year at this time, we discussed dissatisfactions regarding meals served at supper. Residents were asked to complete a nutrition survey to help tailor meal planning to their wants and needs, acknowledging that we cannot please everyone. Last week, we processed another analysis asking Norton 3 residents and those who eat in the Main Dining Room to list five meals they would like to eat at suppertime. Below are the top ten requests. We will adapt our typical soup serving to incorporate the varieties identified in the survey. I was recently informed that soup in the Main Dining Room is sometimes not served hot. We now have two soup pots being served at the same time to help improve the service and temperature; I hope this adjustment has a positive effect. We will adapt the menu to include baked macaroni and cheese as per the survey results, however, certain of the other recommendations will be difficult to implement at suppertime. As our staff is reduced to cook this meal compared with lunch, meals that cannot be prepared in advance like hamburgers, hot dogs, and spaghetti cannot be served in the evenings. These meals will, however, be served at lunchtime. The Kitchen and Dining Room staff also notes that meals containing buns often produce a lot of waste; for example, residents will eat the hamburger patty and not the bun, as they find the bun difficult to eat. The same can be true for salads; a salad that was universally loved one week can be universally refused the next. To compensate for residents' desire for spaghetti at suppertime, we will add lasagna and other pasta casseroles to the supper menu. Over the next month, employees will collect data regarding residens' feedback, the amount of food returned to the Kitchen, and the amount of food wasted. Data collected will be sahred with Board Members and residents. I would like to thank you for your cooperation and patience during this time.
CHSLD (Norton 3): 29 Participants | |||
Recommendations | Total Requests | Comments | |
Number | Percentage | ||
Soups | 16 | 55% | Homemade, vegetable, pea, cream of tomato, chicken, broccoli, vegetable broth |
Sandwiches | 10 | 34% | Assorted |
Hamburgers | 8 | 28% | |
Hot dogs | |||
Macaroni and cheese | |||
Spaghetti | 7 | 24% | |
Fried eggs | 5 | 17% |
Wales Home: 67 Participants | |||
Recommendations | Total Requests | Comments | |
Number | Percentage | ||
Soup | 38 | 57% | Hearty but no big chunks, vegetable, tomato, chicen, English garden, pea, corn chowder, cream soups, potato leek |
Sandwiches | 19 | 28% | Assorted |
Salads | 18 | 27% | Variety |
Hamburgers and French fries | 14 | 21% | Served with coleslaw |
Pancakes and syrup | 12 | 18% | |
Shepherd's pie | |||
Macaroni and cheese | 11 | 16% | Baked |
Ham | |||
Pizza | 9 | 13% | Mini pizzas |
Spaghetti | |||
Hot dogs and French fries | Served with coleslaw | ||
Casseroles | 6 | 9% | Made with cream soups |
Chicken and gravy | 5 | 7% |
Top 10 Combined Results: 96 Participants | ||||||
Recommendations | Total Requests | Currently on the Menu at Supper* | ||||
Number | Percentage | Spring | Summer | Fall | Winter | |
Soups | 54 | 56% | 15 | 17 | 18 | 17 |
Sandwiches | 29 | 30% | 8 | 10 | 11 | |
Hamburgers | 22 | 23% | 0 | |||
Macaroni and cheese | 19 | 20% | 0 | 1 | 0 | |
Salads | 18 | 19% | 24 | 27 | 25 | 20 |
Hot dogs | 17 | 18% | 0 | |||
Spaghetti | 16 | 17% | 0 | |||
Pancakes and syrup | 12 | 13% | 0 | 1 | ||
Shepherd's pie | 1 | 2 | ||||
Ham | 11 | 11% | 3 | 2 | 0 | 2 |
Comments | ||||||
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*Menus are based on a nine-week cycle except the Spring menu, which covers eight weeks. Data indicates when soup and salad plates are on the menu as the main meal or as a side.
MOTHER'S DAY:
Happy Mother's Day to our wonderful mothers and mothers-to-be! Please do not forget employees will receive a Mother's Day meal prepared by our Kitchen staff on Sunday, May 14th, 2023; thank you to these employees for preparing this special food! The meal cart will be set up outside the Hair Salon and meals for evening and night shift will be left in the Breakroom fridges. Please enjoy and thank you in advance for picking up after yourself as no one is designated for this task.
ROSS OPEN HOUSE:
On Monday, May 29th, 2023, employees are invited to tour the Ross at the following times:
- 9:00 a.m. to 11:00 a.m.
- 2:00 p.m. to 3:30 p.m.
If you are interested in seeing the Ross amenities and/or apartments, please use the catwalk between Shaw and the Ross or the main entrance to meet us on the amenities level.
2023 SATISFACTION SURVEY RESULTS:
On Monday, May 27th, 2023, a workshop was held in the Main Living Room for residents requiring assistance completing the annual Satisfaction Survey; residents who were unable to attend received assistance directly in their rooms. The deadline to return the surveys was Monday, May 13th, 2023. The results for the following questions indicate a need for improvement:
- CHSLD:
- Do nurses inform you of changes to your health?
- Do you feel well-informed about your health and medical treatments?
- Do you like the food's quality and taste?
- Are you satisfied wit hthe laundry services?
- RPA:
- Do you like the food's quality and taste?
- Does the Wales Home accommodate your surroundings by choosing colours, furniture, and lighting that conform to your needs?
The tables below demonstrate participation results compared with last year's survey:
CHSLD Resident Participation 2022 Versus 2023 | |||
Number of surveys issued in 2023 | Number of surveys issued in 2022 | Participation in 2023 | Participation in 2022 |
45/96 = 47% | 20/96 = 21% | 33/96 = 68% | 17/96 = 85% |
There was a 26% increase in the number of surveys issued compared with last year | There was a 17% decrease in participation compared with last year | ||
CHSLD Family Member Participation 2022 Versus 2023 | |||
Number of surveys issued in 2023 | Number of surveys issued in 2022 | Participatns in 2023 | Participants in 2022 |
86/96 = 90% | 96/96 = 100% | 41/96 = 48% | 33/96 = 34% |
There was a 10% increase in the number of surveys issued. Results vary depending on residents' personal family lives | There was a 15% increase in participation compared with last year |
RPA Residnet Participation 2022 Versus 2023 | |||
Number of surveys issued in 2023 | Number of surveys issued in 2022 | Participation in 2023 | Participation in 2022 |
90/101 = 89% | 82/92 = 89% | 62/90 = 69% | 44/82 = 54% |
There was a 19% increase in participation compared with last year | |||
RPA Family Member Participation 2022 Versus 2023 | |||
Number of surveys issued in 2023 | Number of surveys issued in 2022 | Participation in 2023 | Participation in 2022 |
86/101 = 85% | 82/100 = 92% | 21/86 = 24% | 23/92 = 25% |
There was a 15% decrease in the number of surveys issued. Results vary depending on residents' personal family lives | There was a 1% decrease in participation compared with last year |
The tables below demonstrate this year's results:
CHSLD:
Family Members:
Part One: General Questions | Data Represents "Meets and Exceeds Expectations" | ||
2023 Results | 2022 Results | Comments | |
Are activities enjoyable? | 85% | 94% | Due to several COVID-19 outbreak isolations, activities were limited |
Do you feel the CHSLD Wales relates to local organizations like the Masonic lodge, ladies' auxiliary, schools, and CLSCs? | 85% | 100% | |
Do you feel well-informed about your loved one's health and medical treatment? | 88% | 91% | |
Do you like the food's quality and taste? | 88% | 97% | Family members were not permitted to remove masks, therefore results are based on personal opinions |
Are you satisfied with the laundry services? | 88% | 97% | When the machines were replaced, there was a transition period which resulted in products staining clothes. These issues were resolved |
Are you satisfied with the services that allow your loved one to practice their spirituality? | 90% | 91% | |
Do you feel the staff is understanding of your loved one's needs and compassionate towards them? | 93% | 97% | |
Does the nurse inform you of any changes to your loved one's health? | 93% | 97% | |
Does the CHSLD Wales accommodate your loved one's surroundings by choosing colours, furniture, and lighting that conform to their needs? | 95% | 97% | |
Is the dining environment enjoyable? | 95% | 94% | |
When incidents and accidents or errors occur involving your family member, like falls, injuries, and medication errors, are you informed in a timely and satisfactory manner? | 98% | N/A | This question was added this year according to Accreditation Canada guidelines |
Do you feel the CHSLD Wales is welcoming towards you? | 98% | 100% | |
Are you satisfied with the offered complementary therapies like zootherapy, music therapy, and massage therapy? | 98% | 97% | |
Are you satisfied with Administration? | 98% | 100% | |
Do you find staff friendly and courteous? | 100% | 100% | |
Does the CHSLD Wales provide a space for you and your family members to enjoy? | 100% | 100% | |
Are you satisfied with the Maintenance Department? | 100% | 100% | |
Part Two: COVID-19 Questions | Data Represents "Meets and Exceeds Expectations" | ||
2023 Results | 2022 Results | Comments | |
Do you feel that enough is being done to keep you active and social given the strict restrictions? | 93% | 91% | |
Do you feel confident in the measures and restrictions taken for your safety against COVID-19? | 95% | 97% | |
Are you satisfied with the pace of information that was provided for you regarding restrictions, measures, and changes to services? | 98% | 97% | |
Are you satisfied with the communication provided to your regarding the pandemic? | 98% | 97% |
Residents:
Part One: General Questions | Data Represents "Meets and Exceeds Expectations" | ||
2023 Results | 2022 Results | Comments | |
Do the nurses inform you of any changes to your health? | 70% | 82% | 12% decrease: resident participation is key - Director of Nursing will develop and implement a plan |
Do you feel well-informed about your health and medical treatment? | 76% | 65% | 11% increase: resident participation is key - Director of Nursing will develop and implement a plan |
Do you like the food's quality and taste? | 76% | 71% | 5% increase: lack of manpower affected the services. Residents recently provided feedback on supper suggestions and menus will be adapted |
Are you satisfied with the laundry services? | 79% | 65% | 14% increase: satisfaction related to new laundry department and increase in staffing |
Does the CHSLD Wales accommodate your surroundings by choosing colours, furniture, and lighting that conforms to your needs? | 85% | 95% | 10% decrease: may be related to numerous COVID-19 isolations |
Do you feel the staff is understanding of your needs and compassionate towards them? | 88% | 95% | 7% decrease: Although the results are positive, the lack of overall manpower especially during COVID-19 outbreaks resulted in working short, forced overtime, and agency use which has a negative impact on care and services and employee morale |
When accidents or errors occur regarding your health, do you feel well-informed about what happened? | 88% | N/A | This question was added this year according to Accreditation Canada guidelines |
Are you satisfied with the services that allow you to practice your spirituality? | 93% | 88% | |
Do you feel the CHSLD Wales is welcoming towards your visitors? | 94% | 71% | |
Does the CHSLD Wales provide a space for you and your family members to enjoy? | 94% | 100% | |
Do you feel the CHSLD Wales relates to local organizations like the Masonic lodge, ladies' auxiliary, schools, and CLSCs? | 94% | 95% | |
Are you satisfied with Administration? | 94% | 100% | |
Do you find the dining environment enjoyable? | 94% | 95% | |
Do you find staff friendly and courteous? | 97% | 95% | |
Are the activities enjoyable? | 97% | 95% | |
Are you satisfied with the complementary therapies offerd, like zootherapy, music therapy, and massage therapy? | 97% | 88% | |
Are you satisfied with the Maintenance Department? | 100% | 95% | |
Part Two: COVID-19 Questions | Data Represents "Meets and Exceeds Expectations" | ||
2023 Results | 2022 Results | Comments | |
Are you satisfied with the communication provided to you regarding the pandemic? | 85% | 88% | Updatesd were provided to residents regularly via paper copy |
Do you feel that enough is being done to keep you active and social given the restrictions? | 88% | 88% | |
Are you satisfied with the pace of information that was provided to you regarding restrictionsm, measures, and service charges? | 91% | 88% | |
Do you feel confident in the measures and restrictions taken to provide for your safety against COVID-19? | 97% | 95% |
RPA:
Family Members:
Part One: General Questions | Data Represents "Meets and Exceeds Expectations" | ||
2023 Results | 2022 Results | Comments | |
Do you like the food's quality and taste? | 76% | 91% | 15% decrease: lack of manpower affected services. Residents recently provided feedback on supper suggestions and menus will be adapted |
Do the nurses inform you of any changes to your loved one's health? | 86% | 91% | |
Are the activities enjoyable? | 86% | 91% | |
Is the dining environment enjoyable? | 90% | 96% | |
Do you feel well-informed about your loved one's health and medical treatment? | 95% | 96% | |
Does the Wales Home provide a space for you and your family member to enjoy? | 95% | 91% | |
Does the Wales Home accommodate your loved one's surroundings by choosing colours, furniture, and lighting that conform to their needs? | 95% | 96% | |
Do you feel the Wales Home relates to local organizations like the Masonic lodge, ladies' auxiliary, schools, and CLSCs? | 95% | 91% | |
Are you satisfied with the laundry services? | 95% | 100% | |
Are you satisfied with Administration? | 95% | 91% | |
Are you satisfied with the Maintenance Department? | 100% | 100% | |
Do you find the staff friendly and courteous? | 100% | 100% | |
When incidents and accidents or errors involving your family member like falls, injruies, and medication errors occur, are you informed in a timely and satisfactory manner? | 100% | N/A | This question was added this year in accordance with Accreditation Canada guidelines |
Do you feel the Wales Home is welcoming towards you? | 100% | 100% | |
Do you feel the staff is understanding of your loved one's needs and compassionate towards them? | 100% | 96% | |
Are you satisfied iwth the complementary therpies offered like zootherapy, music therapy, and massage therapy? | 100% | 91% | |
Are you satisfied with the services that allow your loved one to practice their spirituality? | 100% | 97% | |
Part Two: COVID-19 Questions | Data Represents "Meets and Exceeds Expectations" | ||
2023 Results | 2022 Results | Comments | |
Do you feel enough is being done to keep you active and social given the strict restrictions? | 90% | 78% | Group activities resumed |
Are you satisfied with the pace of information that was provided for you regarding restrictions, measures, and charges to services? | 95% | 97% | |
Are you satisfied with the communication provided to you regarding the pandemic? | 95% | 97% | |
Do you feel confident in the measures and restrictions taken to provide for your safety against COVID-19? | 95% | 91% |
Residents:
Part One: General Questions | Data Represents "Meets and Exceeds Expectations" | ||
2023 Results | 2022 Results | Comments | |
Do you like the food's quality and taste? | 77% | 82% | 5% decrease: lack of manpower affected the services. Residents recently provided feedback on supper suggestions. Menus will be adapted |
Does the Wales Home accommodate your surroundings by choosing colours, furniture, and lighting that conform to your needs? | 84% | 100% | 16% decrease: results may be related to COVID-19 isolations and the renovations |
Are you satisfied with the complementary therapies offered, including zootherapy, music therapy, and massage therapy? | 85% | 98% | Due to COVID-19 outbreaks, these services were reduced. Zootherapy was increased |
Are you satisfied with the laundry services? | 90% | 98% | When the machines were replaced, there was a transition period which resulted in the products staining clothing. These issues were resolved. |
Do you feel well-informed about your health and medical treatment? | 92% | 98% | |
Is the dining environment enjoyable? | 92% | 100% | |
Does the Wales Home provide a space for you and your family members to enjoy? | 95% | 96% | |
Do the nurses inform you of any changes to your health? | 97% | 96% | |
Do you feel the Wales Home is welcoming towards your visitors? | 97% | 98% | |
Are the activities enjoyable? | 97% | 98% | |
Do you feel the Wales Home relates to local organizations like the Masonic lodge, ladies' auxiliary, schools, and CLSCs? | 97% | 96% | |
When accidents or errors occur regarding your health, do you feel well-informed about what happened? | 98% | N/A | This question was only added this year according to Accreditation Canada guidelines |
Do you feel the staff is understanding of your needs and compassionate towards them? | 98% | 98% | |
Are you satisfied with the services that allow you to practice your spirituality? | 98% | 98% | |
Are you satisfied with Administration? | 98% | 96% | |
Are you satisfied with the Maintenance Department? | 100% | 100% | |
Do you find the staff friendly and courteous? | 100% | 100% | |
Part Two: COVID-19 Questions | Data Represents "Meets and Exceeds Expectations" | ||
2023 Results | 2022 Results | Comments | |
Are you satisfied with the communication provided to you regarding the pandemic? | 97% | 98% | |
Are you satisfied with the pace of information that was provided for you regarding restrictions, measures, and changes to services? | 97% | 98% | |
Do you feel that enough is being done to keep you active and social given the restrictions? | 98% | 96% | |
Do you feel confident in the measures and restrictions taken to provide for your safety against COVID-19? | 98% | 98% |
VALUES:
Values are not just words; they guide actions and expectations. Principles encourage positive behaviours and deter harmful work environments. The CHSLD and RPA share the same values, defined below:
- Compassion: The deep awareness of another's suffering coupled with a strong desire to alleviate this pain
- Innovation: Encourage employees to positively change, learn, grow, and implement best practices for a better future
- Integrity: Choosing to do the right thing, even when unacknowledged or inconvenient
- Respect: Being positive, smiling, and treating your coworkers as you would like to be considered; only then will a courteous workplace be fostered
- Teamwork: To be open and communicate honestly, while being enthusiastic, mutually respectful, and cooperative with coworkers
FOOD FOR THOUGHT:
"The happiness of your life depends on the quality of your thoughts." - Author Unknown
If you need me, please contact me at the coordinates below and I will get back to you as soon as possible, :)
Brendalee Piironen
Executive Director
819-826-3266 extension 247