Quality Improvement

Celebrating 57 Years of Service 1967 - 2024
​​A Commitment to Recovery. A Commitment to Quality.

WHAT ARE QUALITY SERVICES?

Quality services are services that are provided in a safe, effective, recipient-centered, timely, equitable, and recovery-oriented fashion. Wayside House of Hamilton is committed to continually improving the quality of care we provide our residents. To do so, the organization continuously strives to ensure that:

• Treatment incorporates evidence-informed best practices for optimal effectiveness
• Treatment and services are appropriate to each individual and available when needed
• Risk to consumers and providers is minimized and errors in service delivery are mitigated
• Individual needs and expectations are respected, and that those served have the opportunity to fully participate in all decisions regarding their treatment
• Treatment is delivered with sensitivity and is trauma-informed 
• Procedures, treatments and services are provided in a timely and efficient manner, with appropriate coordination and continuity

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QUALITY IMPROVEMENT PRINCIPLES

Quality Improvement is a systematic approach to assessing services and optimizing outcomes.  Wayside House of Hamilton’s approach to Quality Improvement is based on the following principles:

• Client Focus.   High quality organizations focus on embedding a culture of quality throughout its various levels through training, standardization of care, due processes, and best practices.
• Recovery-Oriented.   Services are characterized by a commitment to promoting and preserving wellness and to expanding available choices.
• Flexibility and Individuality.    Maximum flexibility and choice are emphasized to meet individually-defined goals and to permit person-centered services. This includes but is not limited to length of stay and program delivery. The modality of treatment is a unique aspect of our program.
• Empowerment.   Effective programs involve people at all levels of the organization in the Quality Improvement process. Employees and residents alike are given the tools to be critically involved in their work, establishing strong program ownership.
• Leadership Involvement.   Strong leadership, direction and support of Quality Improvement activities are integral to performance improvement.  This involvement assures that Quality Improvement initiatives are congruent with the provider mission and/or Strategic Plan.
• Data-Informed Practice.   Successful Quality Improvement processes measure and track performance. Core indicators are leveraged to support sound decision-making and consistent progress tracking. 
• Proactive Prevention.   Well-considered plans are set in place to consistently achieve excellent outcomes. An environment of success is created to drive the services provided. 
• Continuous Improvement.   Processes must be continually reviewed and improved.  Small incremental changes amount to significant impact, and it is recognized that there is always room to grow and improve.

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THE IMPORTANCE OF VALUE

One of our most important goals is to improve the client experience. Wayside House of Hamilton fosters an environment that develops services of the highest quality. This is in alignment with priorities identified by both the LHIN and the Ministry of Health.
 
Quality Improvement activities emerge from a systematic and organized framework for improvement. This framework is understood, accepted and employed throughout the organization as a result of continuous education and involvement of staff at all levels in performance improvement.
 
Quality Improvement involves two primary activities:

• Measuring and assessing the performance of services through the collection and analysis of data.
• Conducting Quality Improvement initiatives and taking action where indicated and appropriate.

 
Staff has assumed responsibility for various indicators in each of the four quadrants of the balanced scorecard. This involves the collection of data, the creation of committees, and the reporting of such activities to populate the scorecard appropriately. This process provides management with trending data that can be used to identify, achieve, and improve upon targets.
 
The outcome of this process is to develop Quality Improvement initiatives and enable the organization to take affirmative action where identified. Wayside House of Hamilton is committed to establishing, delivering, and realizing value through its Quality Plan.

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​THE COMMITMENT OF THE BOARD OF DIRECTORS

The Board of Directors for Wayside House of Hamilton is committed the establishment, monitoring, and review of this Quality Plan. The Board is committed to:

• Supporting and guiding implementation of quality improvement activities.
• Develop and establish a strategic direction with specific emphasis on quality.
• Ensure that management is well prepared to respond with appropriate plans in place in the event of variance from performance standards.
• In a timely and efficient manner, ensure that remedial measures are implemented to correct deviation.
• The Board will oversee the development and effective execution of the Quality Plan to achieve the organizations aim to improve quality at all levels.
• Reviewing, evaluating, and approving the Quality Plan both quarterly and annually.

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