Rationale & Definitions
Refers to a person, family, or group of persons on whose behalf RES provides a service.
What is a Client/Participant?
Name two ways a participant is made aware of their rights while living at RES?
1- They are told during admission; 2- They are posted around the house.
Who at Ranch Ehrlo is responsible for advocating for youth and bringing forward concerns relative to their safety?
All Ranch Ehrlo staff.
In an admission meeting, what procedure follows the explanation of the Client Rights and Grievance Policy to the participant and caregiver?
The participant is asked to sign the Acknowledgment Form stating that they understand the grievance process.
True or False: All participants have the right to receive services that are non-discriminatory, and should be treated with dignity, fairness, and respect.
True
Refers to a professional value that demands that professionally acquired information be kept private and not shared with third parties, unless the client provides informed consent or there is a legal obligation to share information.
What is confidentiality?
Participants have the right to privacy, except when?
When there is reason to believe the participant is engaged in self-destructive, unlawful, or any potentially dangerous behaviours/activities.
Who can file a grievance?
Any resident, parent, guardian, staff, advocate, group, or organization.
What external service is recommended for participants to access if they feel they are not being treated fairly at RES?
The Children's Advocate
True or False: This policy serves as a companion policy to RES's Code of Ethics?
True
Refers to an actual or supposed circumstance regarded as a just cause for complaint.
What is a Grievance?
What steps must staff take if a client states that they would like to file a grievance? (2 steps)
It is the participant's right to request to file a grievance at any time. Staff must immediately make the UM/CW aware of this request. Staff have an obligation to refrain from retaliation against a youth who requests a grievance.
What is a quality of care concern/review?
Any concern brought forward (including a grievance) that triggers an investigation by QI around policy/procedures with the aim of improving the Quality of Care received by a participant.
Who should fill out a "Form A"?
True or False: RES Participants cannot refuse psychiatric treatment.
False. Participants have the right to refuse any service, treatment, or medication.
Ranch Ehrlo is interested in r_____, p______, and p______ the rights of all clients.
Respecting, Protecting, and Promoting.
Name two participant behaviours that could lead to Discontinuation of Services.
1- violence or aggression against others or property that is likely to result in extreme damage
2- habitual use of drugs, solvents, intoxicants
3- providing drugs, solvents, intoxicants to other participants
4- continual abuse of the program and/or staff through incorrigible acts.
Name 3 reasons why QI might trigger a Quality of Care Review in a program.
1- an outside advocate has indirectly brought forward a complaint
2- QI has flagged a participant injury via ETO
3- QI has flagged aggressive or questionable language in ETO reports
4- a 3rd party interviewer has raised a question via youth quality assurance interviews
Who is involved in a QOC investigation/follow-up?
Unit manager, caseworker, Clinical/CLS directors, and QI. Sometimes: the involved staff member (where applicable), HR, referring agency, legal guardians.
True, unless the guardian gives permission.
This policy applies to whom? (5)
Clients, Employees, Caregivers, Board of Directors, and External Advocates
Name four Participant Obligations (out of 6).
1- Learn and live by program rules/expectations
2- Accept responsibility for their behaviour
3- Ask for help
4- Abstain from violent behaviour towards staff, youth and the property
5- Avoid substance use
6- Abstain from gang involvement/activity
Name 3 principles that guide the QOC Process? (out of 7)
1- clients will be listened to and heard
2- best interests of the client is paramount
3-all involved should be treated with honesty, fairness, and respect
4- Legal guardians will be informed
5-
Once a QOC investigation is concluded, who is responsible for ensuring the investigation is accurate and the documentation is of good quality?
Quality Improvement and the applicable program's Directors
True of False: A "Form B" is filled out when a Resident requests to file a grievance.
False. A "Form A" is filled out to document the complaint, a FORM B is used for the investigation and follow-up.