Service & Care 
July 25, 2022
Create conditions that enhance our ability to deliver resident-directed care and promote service excellence
Accomplishments
- Substantial improvements to pressure injuries through Quality Improvement action plan
- Launched Rent Café, part of new ERP system in Ontario – family portal
- Piloted Shannex Connects Family within select communities
- Continuation of Resident and Family Advisory Committee
- Re-designed shannex.com and retraitefaubourg.com websites, improved bilingual functionality
- Quality of Life survey completed
Eskasoni Partnership
We are proud to be the operating partner, alongside the First Nations community of Eskasoni, in the development of Kiknu, which means “our home” in Mi’kmaq. This new long-term care home on a First Nation community will be the first of its kind in Nova Scotia. Home to 48 Elders from the community, Kiknu will honour Mi’kmaq culture and traditions and be a hub for the greater community when it begins welcoming residents late next year.
Always Improving Quality
Our annual Quality of Life Survey is an important way we hear from residents about their experience with us. Questions include food, privacy, safety, comfort, staff, autonomy, activities, and connections with other residents. We share our results widely with residents, families and team members and every location develops quality improvement plans to respond to the feedback.
Harbourstone Innovates
Harbourstone Enhanced Care in Sydney, NS, is helping people with complex responsive behaviours transition into a home environment as part of a unique pilot project through the Continuing Care Innovation Pilot program. The team at Harbourstone recognized the difficulties families were having finding placement for their loved ones with complex needs. Through a specialized approach developed in partnership with the Breton Ability Centre, Continuing Care Placement for Eastern Zone, Eastern Zone Transitional Units and Nova Scotia Health, Harbourstone has been able to support 22 residents who were previously in the hospital or refused from other nursing homes, find a new and welcoming home at Harbourstone.
Canadian Institute for Health Information Reporting
In long-term care, the Canadian Institute of Health Information or (CIHI) reports on a series of indicators that are based on data submitted by operators across the country.
Recognizing the value of transparency and sector collaboration, the Department of Social Development (DSD) supported all New Brunswick operators with the technology and resources to begin collecting this valuable data four years ago, which became publicly available in 2021. This information allows us to make evidence-based decisions on clinical practice, benchmarking, planning and resource allocation and we have already seen improvements in pressure injuries, physical functioning, antipsychotic usage and restraints. This information is a valuable resource utilized in our care-based decisions for all our communities.
Resident Voices
Hearing from residents and families is central to the care we provide and is considered in all our decisions. We engage residents and families in many ways.
Resident and Family Advisory Committee
A group of residents and family members across Nova Scotia, New Brunswick and Ontario that serves to uplift and reflect residents’ voices.
Resident and Family Councils
Established in every community to provide input and influence decisions to improve the overall resident and family experience.
Resident and Family Portal
An online resource with tools and information to help residents and families stay connected with our communities and access information.
Resident and Family Liaison
A dedicated resource who is available to answer questions and address concerns from family members related to any aspect of care or service.
