About Client Services

 

1. CARF SURVEY SUMMARY - Client Services

(Accredited Services – Children’s Program, Assisted Living Program, and Adult Day Program)

 

In September of 2008, VRS was visited by a Team of Surveyors from CARF International, an International Accreditation Body in Community Services.  The surveyors recognized that Vancouver Resource Society has strengths in many areas with regard to Client Services.  VRS is 98.8% in conformance to CARF Standards.  The following strength were noted in Client Services

 

Reputation

• VRS has earned an excellent reputation in the community and region.  The organization is highly regarded by community partners and other stakeholders as one of integrity and high quality services.

 

Caring Frontline Staff

• The program staff members are dedicated, well qualified, committed, and enthusiastic about improving the lives of persons served.  They provide a comfortable, nurturing, and supportive environment for persons served in all areas of programs and services.

 

Individualized Service Care Planning

• VRS is commended for its follow-through with the individual service plans (ISP) and the planning process, particularly with respect to individual goals and objectives.
• VRS services are clearly person-centred and are driven by the needs and interests of persons served and their families.  Feedback from persons served, families, and guardians indicate a high level of satisfaction with the services provided.

 

Nursing Care/Medication Monitoring

• VRS nursing staff members provide an effective medication monitoring and health management program that is consistent throughout all programs.

 

Quality Homes

• The homes operated by VRS are attractive and well maintained, demonstrating a high quality of care and a family-focused environment.
• Persons served and families have input into the home environment and how it is decorated and individualized to express their personal tastes, desires, and needs.

 

Quality Care

• VRS is commended for providing lifting, hygiene, and communication equipment in each home to enhance and ensure quality care to persons served.

 

Program Choices (Day Program)

• The day program services offer persons served a variety of choices and options for community integration.

 

In the following areas Vancouver Resource Society demonstrates exemplary conformance to the standards.

 

• VRS is commended for its outstanding efforts in advocating for the needs and interests of persons served.  There are many examples of this throughout programs, including successfully securing equipment and supplies that respond to the unique and critical needs of persons served.  Another noteworthy accomplishment in this area includes the tenacious and creative efforts of staff members to support an individual to participate in a high level of cheerleading in Vancouver.

 

Citation: CARF Survey Report, November 2008

Titles in Citation: Applied by VRS

 

CARF Standards apply to VRS Administration and Non-accredited Services – Independent Shared Living and Independent Apartment Living Program.

 

 

2. Client Services Commitment to Excellence and Quality Service

 

• Clearly articulated Policies and Procedures that address Client Relations, Infection Control, Nursing Administration, and Medication Administration
• Client Services, in cooperation with Skills Development and Human Resources, provides a number of workshops and hands-on-training to its staff.  Such trainings include: Documentation, Infection Control, Medical Administration, Care for the Care Giver, and specialized trainings ie. ventilation training, j-tube, and other Task Two Delegated Nursing Tasks.
• Annual audits of client services reported in the VRS Business Outcomes Management Report that measure the targeted outcomes.

 

3. Recognition

VRS Client Services has received recognition from the College of Registered Nurses British Columbia - Nursing Practice Consultant, for its excellence in

1)     Documentation Systems and Training and

2)     Delegated Nursing Tasks Form.

 

Continuous Quality Improvement

1. To ensure that standards of excellence in the delivery of services to its clients is maintained and continuously upgraded.
2. To demonstrate that VRS Policy and Procedures, Protocols, CQI Standards, CARF Standards, Community Care Licensing Facility Act Standards, and MCFD-CLBC Standards, Ministry of Health Standards (Vancouver Coastal Health Authority and the Fraser Health Authority) are being practiced.
3. To assist VRS in evaluating the current levels of service delivery; identify growth areas within the organization and determine action planning to address organizational challenges in the delivery of services to its clients.

CQI Committee Mandate

• an annual review of all VRS Policies and Procedures
• an annual review of all VRS Manuals
• annual quality assurance site inspections to review and evaluate conformance to standards of quality service delivery
• ongoing monitoring of timelines and goal achievement
• the development of quality assurance criteria, monitoring, and evaluation processes
• the development of the appropriate data base to collect information that supports Quality Assurance.
• provide recommendations to the Executive Director for the improvement in the delivery of services to its clients and daily operations of the Society.
• implement educational programs to address client, staff, and organizational, need report findings to:
  • the Executive Director and Department Heads as required.
  • the site supervisor, program director and staff
• issues an annual Outcomes Business Management Report to The Executive Director and the Board of Directors.
• reviews annual client, staff, parent, and funder Satisfaction Surveys.
• receives, reviews, and resolves client complaints.
• Other activities as they relate to quality assurance and conformance to standards.