Congratulations to Bethany Cochrane’s Adult Day Program (ADP) for being recognized by Continuing Care Health Services Standards (CCHSS) for their excellent work during a recent audit, achieving 100 per cent compliance. Prior to an audit, Sue Morgan, supervisor of the ADP, prepares by meeting with the Alberta Health Services (AHS) home care manager, Bethany’s quality and resident safety manager and the site administrator of Bethany Cochrane to discuss each standard. Sue says audits are an excellent time for continuous improvement, to reflect on our practices and review the client’s records to ensure all the information required is current. ADP is often the first opportunity for Bethany to showcase its services and care to potential clients and make a great first impression. Sue strives to have our clients and their caregivers feel supported and that their needs are being met at Bethany.
Before clients join the program, Sue meets each prospective client and their caregiver in their own home to discuss the program, their needs and what their goals and expectations are which forms the basis for their care plan. Sue ensures that she understands each client’s individual needs, likes and dislikes. Continuous improvement is exemplified through the adult day program, by trying new approaches to innovate, grow and improve services. Programs are based on reflection surveys and clients are encouraged to review their activities at the end of each day and comment on what they enjoyed, disliked or how they might change it moving forward. The group is very active and the programs reflect that, with trips to car showrooms and other exciting outings.
The adult day program touches on many aspects of service excellence beyond a sense of ownership and pride and continuous improvement. Sue says that without communications and teamwork between Bethany and the AHS case managers, the program would not be as successful. Sue meets quarterly with all the home care case managers to discuss clients and touch base on how clients are managing in their group in addition to how their caregivers are doing. Sue feels there is nothing more rewarding than knowing she made someone’s day a little easier and brought some comfort to them. Bethany employees provide high levels of service excellence on a daily basis, and Sue recommends recognizing and acknowledging this to inspire others to get involved.
Thank you to Sue and team for going above and beyond to achieve 100 per cent compliance, while embracing clients and focusing on resident and family-centred care at Bethany. The adult day program is a great example of service excellence at Bethany.
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