COMPLIMENTS AND CONCERNS
Kaymar Rehabilitation strives to provide high quality and reliable services. We welcome your compliments, concerns, and complaints.
Your experiences and opinions are extremely valuable in helping us identify our priorities and opportunities for improvement.
Upon discharge, you may be contacted by a member of our team to complete a survey.
There are several ways to share your compliments or concerns:
Email: feedback@kaymar.ca
Phone: Call the Kaymar office at (613) 542-8739 to complete a survey over the phone, to request a survey be mailed to you, or to speak with a Kaymar manager.
On-line: Access the Kaymar Satisfaction Survey using the link below.
How to make a complaint:
Phone: Call the Kaymar office at (613) 542-8739 and ask to speak to a Kaymar manager. The manager will respond to your complaint within 48 hours and will work with you, your family or caregiver to address any concerns.
Email: Send an email to feedback@kaymar.ca to provide a description of your complaint and include how you would like to be contacted. Please do not provide any personal health information in the email.
On-line: Contact us here.
In addition to our Satisfaction Survey, Kaymar is always interested in including the representation of patient voice in our organization’s policies and procedures. Part of this effort includes the building of a pool of patient and family focus group members.
If you are interested in becoming a member of our patient and family focus group please submit your contact information here.
We look forward to hearing from you!
KAYMAR COMMITTEES
Kaymar Committees exist to provide guidance and support to our clinicians and staff. All committees have clinician, management and administrative representatives. The committees provide forums that enable Kaymar to achieve strategic plan goals, spearhead education and mitigate or eliminate risks to the organization, patients, clinicians and staff. See below for further information on each committee.
ETHICS
Support for and implementation of an ethical framework to address and review ethical issues. Provide an open forum for discussion of ethical issues. Oversee implementation of recommendations/changes resulting from ethics reviews.
KAYMAR CODE OF ETHICS
Kaymar Rehabilitation is committed to providing high quality, timely, goal directed rehabilitation services to patients and their families referred by Home and Community Care Support Services (HCCSS) South East in their community based settings. Services provided by registered dietitians, occupational therapists, physiotherapists, speech language pathologists and social workers are customized to and driven by the patient’s needs for living well, and are grounded in safety, respect, transparency, and confidentiality. It is Kaymar’s policy to follow the Patient Bill of Rights outlined in the Connecting Care Act, 2019.
The Kaymar Rehabilitation Code of Ethics outlines the following ethical principles used to guide clinicians in their relationships with patients, families, and others in the patient’s circle of care, as well as colleagues, other health care practitioners, and the public.
Patient Safety
Kaymar Rehabilitation places safety at the forefront of all patient interactions. Clinicians are required to complete a comprehensive home safety assessment to identify potential safety risks including fall, fire, personal safety, and biochemical hazards. Clinicians complete yearly abuse training. They are required to be aware of signs of abuse and to report suspected abuse, including elder abuse. All clinicians are responsible both personally and professionally to report child abuse per the Ontario Child, Youth and Family Services Act, 2017.
Holistic Approach
Kaymar Rehabilitation incorporates a holistic approach in philosophy and clinical practices whereby clinicians recognize the patient’s role in their family, as well as their role in the community and society at large. Kaymar upholds the practice of placing the patient at the centre of their care plan.
Fair and Equitable Access
Kaymar Rehabilitation recognizes that patients have the right to receive high quality, individualized care regardless of age, ancestry, colour, race, citizenship, ethnic origin, place of origin, creed, disability, family status, marital status, gender identity, gender expression, record of offenses, sex or sexual orientation, and have the right to be treated with respect, courtesy and dignity.
Patient Centred Services
Kaymar Rehabilitation promotes patient centred and goal directed care in the provision of all professional rehabilitation services. This care incorporates the goals of the patient,
caregiver(s), clinician and HCCSS. Patients are considered full members of the patient service team, receive information to help in making decisions, have their preferences considered in the planning and delivery of services provided to them, and receive information regarding services available in the community.
Privacy and Confidentiality
Kaymar Rehabilitation follows the guidelines of the Ontario Health Care Consent Act, 1996 (HCCA), the Substitute Decisions Act, 1992 (SDA), and Personal Health Information Protection Act, 2004 (PHIPA). Informed consent is at the heart of HCCA, SDA and PHIPA.
Kaymar adheres to the Personal Health Information Protection Act of 2004 which outlines the safeguarding of the confidentiality of personal health information against unauthorized access, use and disclosure.
Accessibility
Kaymar Rehabilitation adheres to the laws of the Ontario Human Rights Code which provide for equal rights to create a climate of respect where everyone feels part of the community and can contribute fully. Kaymar also adheres to the standards of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) which provide a framework for the development of province-wide mandatory standards to identify, remove and prevent barriers for people with disabilities in key areas of daily living.
Respectful Collaboration
Kaymar Rehabilitation seeks to collaborate with partners in the community and with other leaders in community-based care to achieve the optimal model that ensures the delivery of high-quality patient services in the most cost-effective manner. This collaboration includes advocating for quality accessible services for all patients.
Competency
Kaymar Rehabilitation strives to provide goal directed care based on evidence-based practice, and adherence to all relevant provincial laws and codes and professional college standards.
Conflict of Interest
Kaymar Rehabilitation works to ensure that no staff or clinician shall put themselves either in a position of conflict of interest or in a position of potential or perceived conflict of interest regarding their employment with Kaymar and/or their role as a service provider to HCCSS.
Employee Safety
Kaymar Rehabilitation strives to provide a blame free, safe, healthy, caring, and supportive work environment and culture for all staff and clinicians. The personal security and safety of all clinicians takes priority over the service being delivered to patients. Kaymar is committed to the prevention of workplace violence, workplace harassment, and domestic violence in compliance with Ontario’s Bill 168, Occupational Health and Safety Amendment Act (Violence and Harassment in the Workplace), 2009. Kaymar is committed to the prevention of sexual violence, sexual harassment, and domestic violence in compliance with Ontario’s Bill 132, Sexual Violence and Harassment Action Plan Act (Supporting Survivors and Challenging Sexual Violence and Harassment), 2016.
JOINT HEALTH & SAFETY
Identify, develop and implement training and or policies related to Joint Health & Safety Initiatives to support a safe environment and culture in the organization.
QUALITY & RISK MANAGEMENT
Identify and mitigate risks to patients, clinicians, staff and the organization. Identify and implement quality improvement initiatives based on need/gap analysis. Review, analyze incident reports to identify opportunities for process changes/improvements to mitigate risks and improve quality of services provided.
PATIENT BILL OF RIGHTS and patient responsibilities
It is Kaymars’ policy to follow the Patient Bill of Rights outlined in the Connecting Care Act, 2019.
Kaymar ensures that the following rights of patients are fully respected and promoted:
A patient has the right to be dealt with
- in a respectful manner and to be free from physical, sexual, mental, emotional, verbal and financial abuse by the provider.
- in a manner that respects the patient’s dignity and privacy and that promotes the patient’s autonomy and participation in decision-making.
- in a manner that recognizes the patient’s individuality and that is sensitive to and responds to the patient’s needs and preferences, including preferences based on ethnic, spiritual, linguistic, familial and cultural factors.
A patient has the right to receive Kaymar services free from discrimination on any ground of discrimination prohibited by the Human Rights Code or the Canadian Charter of Rights and Freedoms.
A patient who is First Nations, Métis or Inuk has the right to receive Kaymar services in a culturally safe manner.
A patient has the right to
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- clear and accessible information about their Kaymar services.
- participate in the assessment of their needs, development of their care plan, reassessment of their needs and revision of their care plan.
- designate a person to be present with them during assessments.
- designate a person to participate in the development, evaluation and revision of their care plan.
- receive assistance in co-ordinating their services from Kaymar.
- give or refuse consent to the provision of any Kaymar service.
- raise concerns or recommend changes in connection with the Kaymar service provided without fear of interference, coercion, discrimination or reprisal.
Patient responsibilities, adapted from Home and Community Care Support Services:
Just as you have rights and expectations as a patient, you also have responsibilities. Your responsibility as a Kaymar patient is to:
Treat Kaymar providers with courtesy and respect, free from discrimination, harassment and acts of violence (e.g. yelling, name calling, threats). Kaymar will not accept discrimination that violates a provider’s rights and safety.
Provide a safe working environment for Kaymar providers by:
- Providing a smoke and vape free environment
- Securing pets during visits
- Ensuring that walkways to the home are well lit and clear of ice and snow
- Securing all illegal and potentially harmful materials (including weapons)
Participate in developing your care plan.
Keep your Kaymar provider informed about any changes to your health status and/or support system.
Be available and prepared to receive service.
Inform Kaymar in advance if you are not available to receive service.
Inform Kaymar of any changes to your contact information and/or treatment address.
Work together with Kaymar provider to identify and resolve any concerns related to your care.
Both the patient and the Kaymar provider share a joint responsibility to ensure the patient rights are met. However, under certain conditions, Kaymar providers have the right to leave at any time should they feel unsafe.
Accessibility For Ontarians with Disabilities
Kaymar is committed to excellence in serving all patients including people with disabilities. Kaymar has developed policies pursuant to the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). Our commitment is to ensure every patient is given the same opportunity to access our services; this includes people who require service animals, the use of a wheelchair, accessible buildings, communication or assistive devices and other supports. See our full AODA customer service policy by clicking here.
Privacy Policy
Kaymar Therapy recognizes the importance of maintaining our client´s privacy. We are committed to collecting, using and disclosing personal information responsibly and only to the extent necessary for the services that we provide. See our full Privacy policy by clicking here.