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| . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . LANGARA | << Personal Services Patient Relations If there is a change in a resident's condition, the Registered Nurse on duty will get in touch with the resident's family or contact person. The extent to which, and under what conditions, this should occur should be discussed at the resident's first Care Conference and should be recorded in his or her Health Record. At St. Vincent's, Langara active communication between family and nursing staff is encouraged as a means to foster collaboration and problem-solving. Compliments are always welcome at St. Vincent's, Langara, as are expressions of concern on any matter relating to the well-being of a resident. Expressions of concern should be directed to the staff person or caregiver most directly involved. In the case of major concern or complaint, the following steps should be followed: Step 1. Discuss your concern or register your complaint as soon as possible with the appropriate Registered Nurse on duty on the resident's care unit. Please provide as many details as possible regarding your concern or complaint. If there is not a satisfactory resolution, then proceed to Step 2. Step 2. Contact the Clinical Nurse Leader of the resident's care unit as soon as possible to discuss the situation. The Clinical Nurse Leader may decide to initiate a small problem-solving meeting with you and some team members. (Note: Clinical Nurse Leaders are available on weekdays, 8 a.m. to 4 p.m.) If no satisfactory resolution occurs at this point, proceed to Step 3. Step 3. Contact as soon as possible the Operations Site Leader (604-325-4116), who may also decide to convene a meeting with you and appropriate team members to resolve the situation. If there is still no resolution, proceed to Step 4. Step 4. Contact the Director of Patient Relations for Providence Health Care. Care of the resident often involves very complex issues. It requires the commitment of all to work collaboratively and cooperatively toward solutions that will maximize the quality of life of the resident. Please remember that family members are an integral part of the team and play a role in the resolution of issues. Next >> |
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