Quality of Care

All organizations strive to ensure quality of service and to promote a philosophy where continuous improvement is always the goal. Currently, there are no formal accreditation systems in place in the field of developmental services and so individual agencies must work to define quality of service and ensure that tools are in place to monitor, evaluate and report on these outcomes.

Tamir has developed unique audit and evaluation systems to monitor both the service we provide to each individual we support and the program administration systems that guide our operational activities.

Personal Outcomes Planning

Using a Personal Outcomes Planning (POP) process that includes an assessment of each individual's needs and their supports every two years, Tamir is better able to ensure the services we offer are responsive to their needs and wishes, and are delivered in a caring, respectful and effective manner. Supports and outcomes are identified to meet individual needs and interests and the POP plan is then implemented. The extent to which these plans have been successful is evaluated each year when the POP is reviewed and the plan is updated.

Program Audit and Evaluation

Tamir's internal audit and evaluation process looks at how efficiently and effectively our programs are administered. Four basic elements of program administration are reviewed annually; care and upkeep of program sites, all documentation associated with participant supports, personnel files and, Judaic content within our programs. The audit results provide us with a report card about our practices, highlighting the areas in which we performing well and where we need improvement.

Tamir is committed to cultivating an environment where continuous improvement and quality of service is evident in our day to day operations. By using the POP and audit and evaluation tools we have developed we feel we are one step closer to this goal. We are also proud to have shared these innovative tools with 5 other area agencies through a grant received from MCSS in recognition of the leadership Tamir has shown in the area of ensuring quality of care

Quality Assurance Measures (QAM)

Tamir implemented Quality Assurance Measures (QAM) as part of Regulation 299/10, required by the Ministry of Community and Social Services (MCSS).

QAM came into effect in January 2011. These regulations are under the Services and Supports to Promote the Social Inclusion of Persons with Developmental Disabilities Act. The regulations set quality assurance measures for developmental services agencies across the province.

The new Quality Assurance Measures are designed to provide a consistent approach, a higher standard for health and safety, and to reduce risk within our services. While Tamir has its own policies and procedures in place to ensure quality of service, we welcome these new measures.

For more information, please read the Ministry Guide to the Regulation on QAM. www.mcss.gov.on.ca/documents/en/mcss/publications/developmental/DS_PlainLangGuide_ENG_web.pdf

 

Feedback and Complaints

Tamir is committed to providing service in a manner which respects the individual’s dignity and best utilizes available resources to meet identified needs.  It is recognized that complaints or Feedback may be received about services provided.

Any person who disputes a Tamir decision or practice may formally complain to the organization and have that complaint heard in an expeditious manner.  A person who registers a complaint against the organization or one of its employees shall be protected against any and all forms of retaliation and  assured that complaints will not result in barriers to service.

 

Complaints can be received in different formats.  They can be submitted in writing, via e-mail or by telephone.  The complaint process begins with the Program Supervisor, and may involve the Residential Operations Manager, the Executive Director or the Tamir Board of Directors, depending on type of complaint and steps to resolution.  All complaints should also be sent to Tamir’s HR Manager at lisagiffin@tamir.ca or via fax at 613-725-6045 or by sending it via mail to 11 Nadolny Sachs Private, Suite 218, Ottawa, On, K2A 1R9, for our records.