A) We’ve been facing critical parking issues since since September 2018 Finding an available spot has become a real challenge and frustrating. A year later and we see no change. Is this going to be another “bus stop” fiasco where it took a year to get someone here to fix the issue?
Ans: The "committee" formed to address this failed to get results. Here’s a simple and quick temporary fix until the committee is able to get results :
Have all 7 Managers park in the rear of “The Rockcliffe Arms” freeing up 7 spots, and if necessary then have the admin. staff downstairs take turns doing so as well, those with last names beginning with even letters b, d, f etc. parking behind “Rockcliffe” on even numbered days of the month, those with odd letters, on odd numbered days, and work down the list of admin employees over the course of the month, so everyone takes turns. (This plan would exclude any staff working the floors, and those in food, laundry, and recreation and maintenance and the front desk.) This would provide immediate relief (20-25 additional spaces), perhaps encourage more volunteers thus providing more resources to care for the residents and certainly reduce the frustration of families and staff and outside care providers who help care for residents here.
Ans: Parking at the back of "Rockcliffe" building is now (March 2020) again an option (5 spaces available). Issuing parking passes? That's one option.
(Our maintenance staff in 2019 took the initiative by parking perpendicular to the curb opposite our loading dock to provide more spaces. Good Work!)
C) Other City facilites have "free" wi-fi. Why not GJA?
Ans: Free wi-fi is available only in the library here. Ottawa libraries, community centres,etc. all have free wi-fi throughout their facility,but not here. We know of another long term care home (Champlain) who does provide a simple password for use of wi-fi throughout the residence,but not here. We know contractors have access to free wi-fi throughout the residence, but families of residents here do not, not here.
D) Why the atmosphere of secrecy at this Residence? It's pervasive across all aspects of this operation. It really is a destructive approach to managing.
Ans: Unless you're in the security business secrecy is a major indicator an operation is "running off the rails" . It promotes suspicion,confusion,and fear, and is a breeding ground for needless safety and health threats to residents and their families.It appears to be ingrained in the culture here. What to do? It's all about management accountability. Change management, implement some kind of "oversight" Board to hold management accountable, retrain - these are just several obvious options.
E) In a meeting with senior management just after the "slaps seen 'round the world" incident went viral we were all promised access to the new PSW training which management assured us PSW's would be receiving. Still nothing. Are they actually getting this training?
Ans: Apparently they are.We are aware that the situation here had deteriorated to the point that staff believed training was optional.This confusion was addressed by the previous manager. As for the above promise from management? We're... still... waiting.
F) My family member was a victim of assault here and suffered permanent physical damage as a result. At the time I was not aware of my rights, and neglected to obtain the video of the incident.At the time I also believed this was an isolated incident.Now I know differently.What should one do when this happens? (I also wonder where the assaulter is working now?)
Ans: If you are present at the time of the incident report it to the nurse on duty, then ensure you report it to police. If you are not present,upon being notified, ensure police are called. Obtain a copy of the video.Regardless of what you may be told by anyone, get that copy.(You have a right to access all information the City has on your family member.) Then decide whether you'd like to take it further. As for the assaulter? Perhaps working at another residence.There is still no PSW registry to protect the vulnerable.
G) Why are photos of recently deceased residents not posted including the floor they were on? Most other Residences do this. It's only considerate to do so - for the residents who have lost a friend/neighbour, other families and volunteers.
Ans:The last word from management was "several residents aren't sure" whether they wanted their photo posted after passing away. We suppose we could have reminded management there are 180 residents here.Which means 97% were supportive or unopposed.It is interesting to note the comments of the manager responsible for this area of operations at what's considered one of Ottawa's most progressive Long Term Care Residences:"In over 6 years of doing this, only 1 family has declined". Enough said?
H) The infamous "assault gone viral" incident raised a number of concerns. We became aware of other assaults on other residents here as a result of this publicity. However,almost all assaults remain secret. Why do more families not share these with other families? It would ultimately help protect all residents here.
Ans: Numerous reasons. No easy way to share this info. Fear of intimidation. Assurances by management that these are isolated incidents, -"it won't happen again, these are isolated and rare incidents". All too often here we've had issues which we initially thought were isolated only to discover the problem was systemic.
In our experience: If you have issues, others are probably having the same. Pass it along !
I) I visited GJA recently (nice location) and noticed you don't post monthly incident reports which we and other City residences do. They're vital to the residents' safety.We even discuss them at monthly meetings. Not here?
Ans: Not here. Management provides no reason for not posting.
J) I just learned that MLTC (Ministry of Long-Term Care) is not notified of falls unless it involves an assault or the resident is taken to the hospital as a result of the fall. Correct ?
Ans. Correct, and if you have any doubt about the extent of injuries to a loved one,direct the nurse to send the resident to the hospital.(Staff will not accompany the resident.You will have make arrangements for their return -including the cost.) You may be told there are no signs of injury, but, view the surveillance video before declining. (Remember: a hospital visit requires lots of management paperwork, and the incident then goes "on the record".) Seniors' injuries may not present for several days, dementia further complicates the challenge of assessing for injury.
In our experience: While many of us consider the taxpayer cost of a hospital visit and wonder if that visit is really necessary,if hesitant decline only after you've seen the video. If you have any doubt, make that trip. You can also make that choice after several days.
K) I'd like to know more about what happens when I make a complaint to the MLTC (formerly MOH). What can I expect from them? Do they provide educational sessions, in the evening, when most of us can attend ?
Ans: Many would be surprised to discover what a complaint process does/does not cover and what really happens when an inspection takes place. If you'd like an info session from MLTC just e-mail us and we'll arrange for a weekday early evening session by MLTC if there's sufficient interest.
L) I understand that now a manager is "on duty" 24 hours a day. This is something fairly new? Why not post their name somewhere for residents and families benefit ?
Ans: This was implemented by the previous Head Manager (S.B.). A senior manager is assigned duty responsibility for the building each day (24 hours). These individuals are not actually in the building but "on call" and reachable by phone. Why was this implemented? As an example, some time ago the building's "critical systems" shut down. Nobody present in the building was aware of what to do. The ventilation shut down, the elevators shut down- for over 2 hours in the evening. (And trust us, after 2 hours the air was verrry stale.) Thankfully no emergencies requiring paramedics or the fire department occurred. (But, picture paramedics climbing 6 flights of stairs with a stretcher, then descending the stairwell with a resident strapped in the stretcher, then GOD FORBID losing their grip on the stretcher, then... It could be another Woody Allen movie!) Mercifully, no emergencies occurred, and this did not happen. Now a manager is assigned duty responsibility for each day(s). Your suggestion to post names requires so little effort...
M) (Spring 2019) We need a convex mirror in the elevators.It's a safety issue for those of us in wheelchairs. We can't see anything when attempting to back out.We asked management months ago for this. No response.Can anyone help us?
Ans: We checked into this with the elevator people in Toronto(TFSA). This is more than paying $50 for a convex mirror. The installation and process for approval will run several hundred dollars. This is not within the control of the management here.The Province mandates this approval process. What is in management's control however is their neglect in responding to your request in a timely,responsible manner - on ongoing issue here. (How many times must it be repeated to management - the average stay of a resident here is 2 years.)
Update: After a petition signed by residents and families and intervention by the
Director of Community and Social Services these mirrors were installed, November 2019.
N) Formerly when we had questions about our residents chart information, medications, care, etc. we went directly to the floor nurse who provided this info. Now we're being asked to contact management for this information, and we must now pay for this. WHY? If so,why have the details not been provided by management? Why the added layer of bureaucracy,additional, needless effort? Does management still not realise we're already short of staff?
Ans: First let's clarify something. ALL information this Residence has pertaining to the care of your resident is available to you. A new policy to charge for information is unclear. There is considerable confusion about access to residents' info. (A common tactic here to requests for resident info is to delay.)Staff are merely following management's direction. The City must follow the Provincial Legislation which provides you access to all info on a resident in the Residence (contrary to what many families are told).To repeat- as POA you have a right to your resident's info.
O) How does the new implementation of the Medisystems drug distribution software affect families ability to access patient info? Has all the formerly paper-based info been transferred accurately? How? Also,this new software based tool requires reliable wi-fi,which is currently not available. Why did they go live with this before ensuring the nurses can effectively use this technology?
Ans: It appears no one thought to ensure that the critical wi-fi signal was available throughout the dining area before going live with this implementation.It took some months but wi-fi is now working.
P) Management abuse of "no trespassing" orders and threats to ban families from the premises has become blatant. I realize we are not alone after reading numerous articles,summed up in this recent op ed.
Is there no protection for victims of this abuse?
Ans: You you do have rights to help minimize this abuse. Refer to this article from ACE for info on your rights on this matter.
Provincial Legislation is needed to prevent this abuse. Thus far the City shows no interest in correcting this situation.
Q) I notice lots of confusion here when families make a request to access their family's care information. Sometimes the request is just ignored,other times you are sent on a wild chase to different staff. If you are having difficulty getting answers,try this:
Ask the nurse for a "complaint" form and complete it.
SHAZAAM ! Instant results ! It works every time. I can't emphasize how effective this is.
"May I have a complaint form?" 6 simple words.
Truly magical.....
Ans: Thanks for this tip. It'll save us much grief. Why does this bring near miraculous results ? The complaint forms go to MLTC.
Tip: Management must respond to your complaint within 10 business days.Therefore a) put it in writng,keep a copy, and b) call the MLTC Action Line to ensure it's "on the record".(1-866-434-0144)
R) I discovered my complaint form I submitted to the Ministry of Health was altered before it was forwarded and misrepresented the facts.What do I do about this?
Ans: Explain the situation when MLTC contacts you.The complaint form is for your use. The Ministry is responding to YOUR explanation of the situation. Altering, tampering/interfering with this process is a serious violation of your rights created to protect all residents. This is not a trivial issue. Contact the Ombudsman (1-888-321-0339) to help you.
S) I asked for a complaint form and was given this. It doesn't look like a complaint form to me.
Ans: Others have had a similar experience. "SATISFACTION" forms are NOT used to make a complaint to the MLTC nor to request maintenance work. If you have a complaint, ask for and complete this form, both sides. Keep a copy for your records.
T) Money was withdrawn from my trust accout. No explanation why. After I discovered this I asked for an explanation. No response. I call this theft. How many others is this happening to ?
Ans: Your first step is to contact MLTC. If this is theft then contact Ottawa Police.
U) I was recently given a brochure on abuse saying "see or hear something then say something", as a result I'd like to share this incident. 2 neigbours of mine had some blood work done here. The results indicated a medical procedure was necessary. The results were switched. The wrong person was sent to the hospital for a procedure !! Fortunately the hospital discovered the error before a needless operation. This was a traumatising experience for my neighbour. Management was asked to explain what procedures are in place to prevent this from happening, and what was done to prevent another occurrence. The response was silence.Nothing. Does this incident qualify as a mandatory reportable incident to MLTC, and why does management believe they are not accountable to us ? We are concerned for our safety.
Ans: When in doubt,if the nursing staff and management provide no answers, report an incident to MLTC. Lack of any response to your concern is unacceptable.
V) What does non compliance mean? I made a complaint to MLTC about some conditions here but management denies it. The inspector indicates management denies the issues. Are we supposed to go around here with a body cam on us when visiting or helping out ?
Ans: Perhaps. It's a "he says, she says" situation and happens very frequently here resulting in the inspectors having their hands tied, and a weak-and very-broadly-open-to-interpretation legislation further complicates matters. The inspector needs proof to issue an order. (Pictures,multiple people complaining,recordings, etc.) Yes, management will deny your complaint. Therefore, technically, without that proof the inspector cannot issue an order to correct the situation you've complained about. Therefore the home is in compliance with the legislation.
Whether it's dirty floors after supper or medication malpractice or abuse,whatever, inspectors need tangible proof.
(Yes, a dead body as a result of medication abuse would be tangible proof but by then it's too late.)
Bottom line? Take pictures and get several people to confirm the situation the caused your complaint otherwise it's too easily denied.
W) I've worked in the compensation business for large concerns. Reviewing your management and staffing levels it's apparent you are overpaying for what you're receiving. Unnecessary management positions, bloated admin staffing,
no wonder the residents are being denied the care they are entitled to at this residence.
You're funds are being funnelled to the wrong people. You need to divert these funds to "floor level" positions.
Here's where your tax dollars are really going ! Here's what these positions pay according to the current Sunshine list:
Director - Long Term Care $177K (D.Lett.)
Admin. Long Term Care(i.e. Head Mgr.) $140K (S. Bauer)
Program Mgr. Resident Care (i.e. Mgr. Nursing) $119K (K. Kouri)
Program Mgr. Hospitality Services(i.e. Mgr. Food/Laundry) $110K (R.Quintyne)
Program Mgr. Resident Care(i.e. Mgr. PSW's) $108K (Y. Bahizi)
Ans: Thank You. We'll post this info as requested.
X) We've noticed new murals on the walls on several floors. They're nice, but why?
At a cost of $27,000 for these we could have used that money for so many items we need,maybe even a stronger recreation program the residents have been asking for years now.
Ans. We agree. $27K is a lot of money to waste especially when, as you've observed, there are so many better ways to actually benefit the residents.
Y) I am aware of several cases where families were prevented access to their family member for the purpose of providing "essential services" for their loved one in a Residence, resulting in the residents' death.
The Ministry says we're allowed in, the Residence management disagrees.
Who has authority over whom ?
Ans.Technically,the Ministry has authority to require a Residence to follow their orders but if the Ministry doesn't enforce, the Residence does what it wants. See this recent article.
Incredibly, the over 300 Ontario homes can each decide their own interpretation of "essential" which leads to abuse of the Directives.
Call Dr. Merrilee Fullerton's office if this is urgent for you.
(Note:3 MPP's were recently contacted regarding a life-threatening issue for a resident at the Residence. One responded.Just one - Dr. Fullerton. The 2 Liberal MPP's were silent. Something to remember for the next election
Z) I have concerns about my loved one's treatment. As a result of recent exposure of resident abuse I'm considering installing a camera in their room. Is that going to be an issue?
Ans: Depends on what "issue" means. Remember: a) It's legal.
b) Based on others' experience some staff are not going to be pleased - but that's a good indicator of their performance. Good staff will welcome this, the negligent abusive ones will not. Be warned: you will witness incidences that will be disturbing. Having a camera provides clear proof of these occurrences and eliminates denials or excuses by staff and management. Historically, abuses discovered on camera have been happening for some time before families decided to install a camera and verify the abuse. The cost is almost nothing . Camera =20$-40$.Internet connection = $30-$35/month. Install time about 15 minutes or so. Easy. Any activity in the room can be recorded 24 hours a day.
You'll discover the hourly bed checks overnight are often a myth- they're supposed to happen but...
Missing valuables? Amazing what a camera can discover! Check this article for recent opinions. Notably, OPSWA (PSW Association in Ontario with over 33,000 members) is pro camera.
If you care about your loved one this is a no-brainer. Install the camera !
I've been waiting weeks for an answer regarding negligence involving my family member and still nothing from management. What is my recourse ?
Ans: The Legislation gives the Management up to 10 days to respond to your request on the matter (far too long). If they fail to do so,call MLTC.
