Healthcare Areas
Also in this section
- Primary Healthcare
- Clinical care
- Delivery of care
- Patient experience
- Patients\’ experience with family doctors\’ listening
- Patients’ rating of family doctor’s explanations
- Patients\’ experience with appointment length
- Patients\’ experience with family doctor\’s respect
- Patients’ experiences with their doctor involving them in care decisions
- Patient experience with care coordination
- Patient experience with family doctor availability
- Patients’ overall experience with their family doctor
- Emergency Department
- Wait times
- EMS response time for life-threatening events
- Time spent by EMS at hospital
- Patient time to see an emergency doctor
- Patient emergency department total length of stay (LOS)
- Length of time emergency department patients wait for a hospital bed after a decision to admit
- Time to get X-ray completed
- Emergency department volumes
- Delivery of care
- Hospital patients who require an alternate level of care
- Length of patient hospital stay compared to Canadian average length of hospital stay
- Patients who left without being seen (LWBS) by an emergency department doctor
- Patients waiting in the emergency department for a hospital bed
- Hospital occupancy
- Patient experience
- Patient experience with staff introductions
- Patient experience with communication about follow-up care
- Patient experience with help for pain
- Communication with patients about possible side effects of medicines
- Patient reason for emergency department visit
- Overall patient experience with emergency department communication
- Overall rating of care
- Highlight Meaningful Changes
- Wait times
- Hospital Care
- Delivery of care
- Patient experience
- Overall rating of care
- Patient experience with talking with staff about help needed at home
- Patient experience with staff helping with pain
- Patient experience with information about their condition and treatment
- Patient experience with involvement in care decisions
- Patient experience with communication with nurses and doctors
- Client experience
- Client experience with courtesy and respect
- Client experience with listening
- Client experience with reaching their case manager
- Client experience with case manager (help with community services)
- Client experience with care plan involvement
- Client experience with care plan meeting needs
- Client experience with independence (home set-up)
- Client experience with independence (staff encouragement)
- Client experience with personal care staff capability
- Client experience with communication about a visit cancellation
- Client experience with pain management
- Client experience with reviewing medications
- Client experience with help to stay at home
- Client experience with family doctor being informed
- Client overall care experience
- Clinical care
- Symptoms of delirium
- Mood worsened from symptoms of depression
- Behavioural symptoms improved
- Inappropriate use of antipsychotics
- Worsening pain
- New pressure ulcers
- Physical restraint use
- Unexplained weight loss
- Cognitive performance
- Frailty and risk of health decline
- Potential depression
- Activities of daily living
- Delivery of care
- Family experience
- Family experience with courtesy and respect
- Family experience with decision-making
- Family experience with food
- Family experience with healthcare services and treatments
- Family experience with resident cared for by the same staff
- Family experience of resident and family council
- Family experience with sharing concerns
- Family experience with staffing
- Family experience with staff responsiveness
- Family overall rating of care
- Resident experience
- Resident overall experience
- Resident experiences with sharing concerns
- Resident experiences with rules
- Resident experiences with independence
- Resident experiences with feeling safe
- Resident experiences with activities
- Resident experience with getting their healthcare needs met
- Resident experience with food
- Resident experience with decision-making
- Delivery of care
- Resident experience
- Resident experience with decision-making
- Resident experience with food
- Resident experience with getting their healthcare needs met
- Resident experiences with sharing concerns
- Resident experiences with feeling safe
- Resident experiences with independence
- Resident experiences with rules
- Resident experiences with activities
- Resident overall experience
- Family experience
- Family experience with courtesy and respect
- Family experience with decision-making
- Family experience with food
- Family experience with healthcare services and treatments
- Family experience with resident cared for by the same staff
- Presence of a resident and family council
- Family experience with sharing concerns
- Family experience with staffing
- Family overall rating of care

Continuing Care Homes: Type A
Long Term Care
Family experience with staff responsiveness
How family members rated their experiences with staff being available and able to respond to their loved one’s needs, in a 2022-23 survey. (see data definition)
What do you think?
- Why does it matter if a family member helps their loved one because staff didn’t help or made the loved one wait too long?
- Are there differences between zones? Between providers? Between mainly rural and urban zones or sites? What factors could account for these differences?
- How is this result related to family experience with staffing levels?
Understanding “family experience with staff responsiveness”
In a survey conducted in 2022-23, the HQCA asked family members of residents living in continuing care homes – type A (formerly long term care):
In the last three months, did you help with the care of your family member when you visited because nurses or aides either didn’t help or made him or her wait too long?
Family members could choose “Yes / No”
Aspects of staffing and relationships with staff, including responsiveness, have a strong influence on the overall experience rating of care from the family member’s perspective.
Considerations when viewing the results:
There are a number of factors providers and leaders can consider to better understand and improve family members’ experience with staff responsiveness. Before taking action, consider the following:
- This question asks purposefully if the family member chose to help with care because staff were either unavailable or unable to respond to their loved one’s needs. What are family member expectations for staff responsiveness? When those expectations are not being met, what types of tasks are family members are helping with? Which tasks do family members do most often? Could that put the resident at risk?
- Many sites value the involvement of family members with the care of their loved one in certain situations. When do staff and leadership feel family member involvement is important? Does this align with the family member’s perspective?
- What are some of the common needs or activities where family involvement is actually required? How are those requirements communicated to and planned in collaboration with family members?
- How could differences between family member and staff expectations be resolved? How is the resident perspective considered?
- Which accommodation standard(s) does this question help inform, if any?
- Which Continuing Care Health Service Standard(s) does this question help inform, if any?
- Who should be involved in discussions to improve these results? How could residents and/or family members be engaged to develop solutions (e.g., engage the resident and family council)? What other collaboration might be required to make improvements in this area?
For information about the HQCA’s Facility-based Continuing Care Survey, please visit the HQCA website.