Code d'Éthique
INTRODUCTION
Given that the establishment is staffed with competent and devoted personnel, this Code of Ethics is meant to be a work tool as well as a reference manual regarding the conduct and attitude that each caregiver should have toward residents in providing services and upholding their rights as well as toward other caregivers.
To ensure the application of this Code of Ethics in our daily practices, vigilance is required at all institutional levels in order to consistently maintain the respect of residents’ rights.
Vigilance is also important in light of generational differences. In most cases, there is a three-generation gap between the employee and the resident. This gap may result in differing values; consequently, it is important to adapt our behaviour, language and attitudes when we care for the elderly. Our own values influence our actions. These values can differ from those of the residents and families we serve.
Residents’ rights are established in the “Charter of Human Rights and Freedoms” and in the “Act respecting Health Social Services.” Beyond the respect of laws and regulations, when issues arise, good work ethics are aimed at finding adequate solutions that respect the positions of all individuals while complying with the requirements and mandate of the establishment. These distinct beliefs put us at the centre of a complex process from which must emerge a common vision that is essential to providing quality services adapted to the needs of a diverse resident group.
The Wales Home must protect these rights for all its residents. This applies to the wide range of services offered on a daily basis to the general population and to more vulnerable residents.
To make this document easier to read and for the sake of conciseness, we have not reproduced the relevant legislative text and have used the masculine form to refer to women as well as men. In the event that a resident is inapt, it is understood that the representative of the resident is implicated. Also, the term “Caregiver” refers to any employee providing care or services to residents. The legislative documents are available for consultation at the office of the Executive Director.
Basic Principle
The fundamental attitude of personnel in relating to residents should be to provide the same treatment, care, consideration, respect and the same human rights that he would want for himself or his loved ones in a similar situation.
In return, the resident should behave with other residents and with the personnel in the same manner he would want to be treated.
Any non-compliance with the Wales Homes’ Code of Ethics must be promptly reported to the immediate supervisor.
Brendalee Piironen
Executive Director
RESPECT AND DIGNITY
A resident has the right to:
- Receive a warm welcome in his new living environment
- To be treated with courtesy, fairness, understanding and with respect for his dignity, autonomy, needs and safety
- Receive care and services in English or French
- Live free from all forms of harassment. Physical or verbal violence, various forms of intimidation, and harassment as well as indecent or sexual contact will not be tolerated
- Live in an environment that facilitates physical and emotional privacy in the area of human relations and sexuality
A resident is responsible for:
- Acting with courtesy, discretion, tact, and respect towards the caregiver, other
residents and visitors
Employees are responsible for:
- Adapting to the resident’s pace
- Addressing the resident as Mr., Mrs. or Miss and using the formal term "vous" when speaking French. The informal expression "tu", the first name, or a nickname can be used only if requested by the resident
- Respecting the dignity of residents at all times. When administering care that requires privacy, ensure that the door is closed and the privacy curtain is drawn. When the resident is transported to the bathroom, employees make sure he is properly covered
- Knocking before entering a resident’s room and, when possible, waiting for a response from the resident before entering
- Never, under any circumstances, telling a resident that he is causing a disturbance by using the call bell. When the resident uses resources inappropriately, observations should be reported to the caregivers’ immediate supervisor
- Treating other caregivers with respect, courtesy, and acting in a dignified manner at all times
- Any employee who is neither a spouse nor a close relative of a donor or testator may not accept a donation or a legacy where the donation or legacy was made at a time when the donor or testator was cared for or receiving services in the residence
- Employees must not solicit residents for money or anything else
The establishment is responsible for:
- Not tolerating abuse of any form, in compliance with the disciplinary policy
- Assessing whether observed intimate relationships or sexual activities are abusive, and intervening accordingly
- Investigating and evaluating any reports of inappropriate use of resources of the establishment
DISCRETION AND CONFIDENTIALITY
A resident has the right to:
- Privacy and confidentiality
- Access to his own records
A resident is responsible for:
- Understanding that, in no event, shall verbal, physical, or sexual abuse be tolerated including solicitation towards other residents, visitors or employees
Employees are responsible for:
- Ensuring confidentiality is respected when information is shared
The establishment has the right to:
- Use the last name, first name and address of a resident to invite him to make a donation to the Wales Home Foundation. At any time, the resident can request that this practice be stopped
- Use the last name, first name, address and telephone number of a resident for the purpose of carrying out surveys to ascertain expectations and satisfaction with respect to the quality of services offered by the institution
The establishment is responsible for:
- Informing and ensuring all caregivers are aware of the importance of confidentiality
QUALITY AND SAFETY IN HEALTH CARE
A resident has the right to:
- Receive prompt emergency care
- Receive health and social services that comply with the establishment’s policies from a scientific, human and social point of view while taking into account its resources
- Receive end-of-life services in a compassionate atmosphere and with respect for dignity within the capabilities of the establishment
Employees are responsible for:
- Collecting information from professionals for the preparation and modification of an intervention plan
- Implementing an intervention plan and transcribing progress notes in the resident file
- Responding promptly to the call bell. If the Caregiver is with another resident he must make sure the resident is not in danger. If the call is not urgent, the Caregiver should tell the resident that he will be back as soon as possible or he will send another caregiver to answer him
- Informing the Nurse of any adjustments to the intervention plan and of any change in the resident’s behaviour
- Communicating with the Physician and family, as needed
- Completing the accident/incident report in accordance with the established policy
The establishment is responsible for:
- Ensuring that each resident has an individualized care plan in accordance with the policy in place. The resident and/or his representative are invited to participate in the preparation of the individualized care plan
- Revising the care plan as needed and informing the resident of any changes
- Investigating and acting accordingly when a resident or his representative lacks respect for the establishment’s personnel
- Creating an organizational environment in which both clinical and management mistakes are minimized and, when they do occur, are disclosed and addressed effectively
CLIENT PARTICIPATION IN DECISIONS THAT CONCERN HIM
A resident has the right to:
- Be informed about his own state of health
- Be informed of any accident that occurs
- Accept or refuse care in an enlightened manner
- Participate in all the decisions that concern him
- Participate in the preparation of his intervention plan by expressing his desires and needs
A resident is responsible for:
- Providing information to the nursing personnel regarding his desires and preferences
- Expressing his needs to caregivers
Employees are responsible for:
- Informing the resident of his state of health
- Informing the resident of any accident that occurs to him
ACCESS TO INFORMATION
A resident has the right to:
- Request explanations when the information given does not seem accurate, is incomplete or is not understood
- Question the staff to ensure he understands the information concerning him or any service, action, gesture, or treatment he deems unacceptable
A resident is responsible for:
- Sharing all relevant information regarding his medication, any known allergies, all other unusual details concerning his health, values, interests, and preferences
Employees are responsible for:
- Facilitating the integration of the resident in his living environment
- Acting with the assumption that the resident possesses the capacity to make choices. The caregiver must never make a decision for the resident, but can provide guidance
The establishment is responsible for:
- Ensuring that, when possible, each potential resident receives a pre-admission tour, and obtains a welcome pamphlet, and copies of the Code of Ethics and the complaint inquiry procedure
- Ensuring accessibility and continuity of services and care within the establishment. If the services are not available, references are to be provided
FREEDOM OF EXPRESSION
A resident has the right to:
- Be informed of the complaint examination system procedure, the right to file a complaint without the risk of reprisal, and, if needed, the right to be accompanied or assisted in the procedure
- Pastoral care to the extent that the Wales Home is able to provide it
A resident is responsible for:
- Treating all residents without discrimination and with fairness, considering their needs, life habits and preferences
- Expressing his dissatisfaction to the Nurse, the Users’ Committee and/or to the Local Quality of Services and Complaint
Commissioner - Respecting the freedom of choice of other residents and respecting employees of the Wales Home within the limits of the law and to the extent that it isn’t harmful to his safety or integrity
The establishment is responsible for:
- Conducting annual surveys of residents and their representatives to ensure that their rights and dignity are respected
- Ensuring that the Resident and Representative surveys measure satisfaction with regards to the expression and respect of their individual choices
- Following up on the needs expressed by residents in the satisfaction surveys
A CLEAN, CALM AND SAFE ENVIRONMENT
A resident has the right to:
- Live in an environment free from danger to his physical, emotional and psychological integrity
- Live in an environment where access is controlled in order to prevent a person suffering from a cognitive disorder from leaving the establishment unattended. Controlled access also provides a means to protect the belongings of residents
- Live in an environment in which they are well-treated and in which the actions and measures provided for and to the resident are conducive to their well-being, their vitality, and their decision-making power
A resident is responsible for:
- Not putting himself in any dangerous situation and requesting help
Employees are responsible for:
- Explaining services available, how to access them and confirming that the information given was understood
- Using the equipment available while ensuring personal and resident safety. The caregiver must signal any malfunction
Quality of life is a concept composed of several elements that promote the resident’s well-being and feeling of belonging. From this concept, several residents’ rights are derived. This list includes major rights but is not exhaustive. A resident can exercise any right available to him even if that right is not specified on this list.
RIGHT TO QUALITY OF LIFE AND THE RESPECT OF HUMAN RIGHTS
A resident has the right to:
- Organize his bedroom according to his preferences taking into account the available space, safety and area required for care giving
- Be accompanied or assisted by the person of his choice when making a complaint
- Live a social life inside and outside of the establishment
- Demonstrate an interest in his own appearance
- Express sexuality in his room
- Express personal taste among the foods available
- Eat at his own chosen pace
- Express himself on the choice of leisure activities and participation
- Smoke in the smoking room reserved for this purpose in compliance with Quebec’s Tobacco Act
- Live in a calm environment, especially during the night and rest periods
- Recognize personnel by their identification cards
- Participate on the Users’ Committee
- Be represented with regard to all his recognized rights
- Receive visitors
- Receive all mail intact (newspapers, etc.)
- Participate in municipal elections and in those of other levels of government
- Leave the establishment provided there is no real threat to his safety
- Receive information from the caregiver concerning the different activities offered by the establishment
- All other rights derived from the law
A resident is responsible for:
- Advising the Nurse if he wants to leave the establishment and specifying the time of return
- Respecting all regulations of the Wales Home regarding safety, hygiene and prevention of infections
- Being respectful of the Wales Home’s belongings and property
Employees are responsible for:
- Encouraging participation in activities offered by the establishment
- Making a reasonable effort to keep residents oriented in space and time
- Ensuring there is no harassment, psychological or otherwise, when the resident exercises a right or makes a special request
The establishment is responsible for:
- Meeting regularly with the Users’ Committee and including respect of residents’ rights on the agenda
- Ensuring that the Quality of Services and Complaints Commissioner provides special attention to the expression and respect of residents’ choices
It is not enough for the elderly to have rights...they must be able to exercise them.
(Jacoby, Ombudsman, Québec, 1990).
The quality of services does not deteriorate overnight. It is gradual, insidious.
Let us be vigilant.
Updated July 2018