Resident experience with getting their healthcare needs met

How residents rated whether their healthcare needs were being met. (see data dictionary)

What do you think?

  • Why does understanding the resident experience regarding met healthcare needs matter? What aspects of care might be impacted by this element of resident experience?
  • Are there differences between zones? Between providers? Between mainly rural and urban zones or sites? What factors could account for these differences?
  • How are resident experience results around healthcare service and treatment delivery different than family members’ in designated supportive living?

Whether you’re a resident, family member, provider, or health system administrator, thinking about why these differences might exist can start or inform conversations and lead to solutions for improved quality of healthcare.

Understanding “resident experience with getting their healthcare needs met”

In a survey conducted from May to October 2016, the HQCA asked residents living in designated supportive living:

Do you get your healthcare needs met? (For example, access to a doctor, physical therapists, occupational therapists, etc.)

Residents could choose “Yes, always / Yes, sometimes / No, hardly ever / No, never”

Considerations when viewing the results:

There are a number of factors designated providers and leaders can consider to better understand and improve resident experiences with getting their healthcare needs met. Before taking action, consider the following:

  • What are residents thinking about when considering their “healthcare needs?” How might a resident view “healthcare needs” differently from providers? From family members? Once the needs are better understood, how could available healthcare services and treatments be updated or evolve to better address resident needs?
  • How are residents informed about what healthcare services are available to them?
  • How might the care planning process impact this result? The basket of healthcare services and treatments a resident needs may be part of the resident’s care plan, the document that outlines a resident’s needs and preferences. A care plan is developed in collaboration with a case manager, the resident, their family member, and the resident’s physician. How is the care planning process completed, managed, and updated? How do residents stay engaged with this process?
  • What might be different between the resident and family experience with meeting healthcare needs?
  • Which Supportive Living 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? What other collaboration might be required to make improvements in this area?

For information about the HQCA’s designated supportive living resident experience survey, please visit the HQCA website.

The Health Quality Council of Alberta uses the Alberta Quality Matrix for Health as a way of organizing information and thinking around the complexity of the healthcare system. This measure can be used as input to assess designated supportive living’s performance in these dimensions of quality:
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Dimensions of Quality

  • Acceptability 
  • Accessibility 
  • Appropriateness 
  • Effectiveness 
  • Efficiency 
  • Safety