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Satisfaction levels in each of Toronto Rehab’s three major streams of patient/resident care activity—Complex Continuing Care, Long-Term Care and Rehabilitation—are defined and calculated differently. For results, click on the type of care below.
Complex Continuing Care
Long-Term Care
Rehabilitation
In Complex Continuing Care (CCC), for example, both patients and families are asked to evaluate the overall quality of the inpatient care and services we provide. This is done at least once a year by an outside company, NRC Picker.
These and other results used to be reported publicly every two years in the Hospital Report series* which looked at hospital performance in Ontario. By participating in this voluntary continuous improvement process, we were able to compare our results with those achieved by other CCC providers and learn from the high performers. By sharing our results, we could see how we were doing compared to other providers of like services and establish annual performance targets and improvements plans as required to achieve them.
* The Health Service Performance Research Network recently announced it would no longer be producing the reports and is exploring new opportunities to measure and report on overall health system performance.
| Inpatient and Family Satisfaction |
Complex Continuing Care |
| |
2007/08 Actuals
(% Positive) |
2008/09 Actuals
(% Positive) |
2009/10 Target
(based on Hospital Report Provincial Average) |
2009/10
Actuals
(% Positive)
|
| Inpatient Satisfaction with Overall Quality of Care and Services |
77% |
77.4% |
83.3% |
80.0% |
| Family Satisfaction with Overall Quality of Care and Services |
72% |
78.2% |
Not yet available |
Not yet available |
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Toronto Rehab’s Lakeside Long-Term Care Centre is managed under contract by Extendicare Inc., a leading provider of long-term care services in Canada. In keeping with the regulations governing long-term care homes, Extendicare monitors more than 18 individual indicators to obtain a balanced perspective of its performance across the 81 homes it operates or manages across the country. Overall resident satisfaction with the care and services provided is a key indicator that both Extendicare and Toronto Rehab, as the organization ultimately responsible for the care at Lakeside, watch closely to ensure that we are doing all we can to meet the needs of those in our care.
Click here for the Ministry of Health and Long-Term Care reports on Long-Term Care facilities:
| Resident Satisfaction |
Lakeside Long-Term Care Centre |
| |
2007/08
Actuals (% Positive) |
2008/09 Actuals
(% Positive) |
2009/10 Target
(based on Extendicare Homes Average) |
2009/10 Actuals
(% Positive) |
| Overall Resident Satisfaction |
68% |
78% |
>78 |
78% |
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In our five Rehabilitation programs, we monitor both inpatient and outpatient satisfaction rates. Inpatient satisfaction is monitored by NRC Picker, an outside firm contracted to administer patient satisfaction surveys. We compare our results to those attained by other inpatient rehabilitation service providers.
Outpatient satisfaction is assessed using a different questionnaire.
| Patient Satisfaction |
Rehabilitation |
| |
2007/08 Actuals
(% Positive) |
2008/09 Actuals
(% Positive) |
2009/10 Target
(based on Hospital Report Provincial Average) |
2009/10
Actuals
(% Positive) |
| Inpatient Satisfaction with Overall Quality of Care |
92% |
93% |
>93.7 |
93.4% |
| Outpatient Satisfaction with Overall Quality of Care |
89% |
91% |
>93.7 |
90.2% |
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