Resident experience with staff dependability

How residents rated whether they can depend on the staff at a site. (see data dictionary)

What do you think?

  • Why does understanding whether a resident can depend on staff 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?

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 experiences with staff dependability”

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

Can you depend on the employees?

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

When staff support is dependable, it can mean the support is reliable and consistent. Aspects of resident experience related to staffing and relationships with staff, like this one related to dependability, have a strong influence on the overall experience of care from the resident’s perspective.

Considerations when viewing the results:

There are a number of factors providers and leaders can consider to better understand and improve resident experiences with depending on the staff. Some questions they could ask before taking action include:

  • What does dependability mean to residents? What do residents depend on staff for?
  • How important is consistency of staff to the residents?
  • How is dependency on staff balanced with encouraging resident independence?
  • What are the resident’s expectations for the level of support required for these needs or activities? How might this differ from the staff member’s expectations?
  • How are staff encouraged and supported to develop relationships with residents, so they can develop a common understanding about the type and level of support that is needed and can be provided?
  • Who should be involved in discussions to improve these results? How could residents and/or loved ones 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