Rights
People have the following rights:
- To be treated with dignity and respect in an age appropriate manner;
- To be free from discomfort, distress or deprivation, humiliation or exploitation; to be free from retaliation when bringing forth concerns(whistle blower policy)
- To be provided with appropriate medical, dental, audio logical, psychological and other health services on both a preventative basis as well as an emergency basis;
- To engage in physical exercises; receive adequate and proper nutrition; to have adequate, clean and appropriate clothing as required for their health, comfort and well-being;
- To live and work in the least restrictive environment possible and to access the generic services of their community;
- To have access to work at an appropriate level of challenge and to have access to meaningful, life-enhancing social and recreational activities;
- To determine their own relationships; privacy as they choose; participate in activities of their choosing; have personal information about themselves kept confidential and to be able to access their own records;
- To maintain and develop a personal support network with family and friends;
- To engage in private communication with others, including the right to associate with others and sexual expression of one’s own choice;
- To make and participate in political decisions to the level of their interest and understanding and receive information about their rights; religious worship of their own choosing;
- To have personal belongings and possessions; and access to an appeal mechanism for the expression of dissatisfaction with their services; to be treated with dignity and respect and to have their rights protected as outlined in the Canadian Charter of Rights and Freedoms;
- To receive help in a timely fashion that meets the urgency of their needs to have their mode of communication respected and attended to and to receive communication in a manner that facilitates their understanding.
Responsibilities
- People are responsible for input into their Person Centered Plans and working towards the outcomes they hope to achieve;
- People are responsible for caring for themselves, their personal space and their belongings as much as they are able;
- People are encouraged to follow the process outlined below for the resolution of conflicts.
Family/Support Network Rights
- To attend Person Centered planning meetings with the permission of their family member;
- To visit the person in their home and to have privacy during their visits;
- To have visits at the family home facilitated and supported upon request;
- To appeal any decision through the supervisor, owner/operator that affects the health, safety or quality of life of their family member.
Family/Support Network Responsibilities
- To bring any concerns to the attention of the supervisor and follow the process outlined below for the resolution of complaints.
- To be considerate of the home/program routines/schedules while visiting
- To provide information that will be helpful in meeting the needs of the person being served
- To support positive team dynamics
Informed Consent: Risk vs. Choice
Services offered by Future Focus Program Services are voluntary. People served by Future Focus Program Services choose to use the services offered and are not forced to participate in the services.
Future Focus Program Services adheres to the basic assumption that adults with developmental disabilities are able to direct their affairs and make their own decisions. Adults have the right to self-determination; to make decisions pertaining to their life.
It is incumbent upon staff members to provide information in plain language and in a manner the person understands to assist them with decision-making. People must be educated about the potential risks and benefits involved in decisions in order to make informed decision making choices. For people to make decisions independently, facts must be provided, and coercion avoided.
In situations where the person is requesting, requires, or is agreeing to assistance with decision-making, family or advocates will be invited to participate with the person.
In situations where people have been judged by the Courts not to be capable, a Committee of the Person may be appointed to act on their behalf. In these situations, the Committee has the right to make all decisions pertaining to the person within the guidelines laid down in legislation. Our role as service providers is to ensure the Committee is involved in decision-making on the person’s behalf. At no time will Future Focus Staff be responsible for witnessing or signing any documents on behalf of the individuals.
In situations where people have signed a Representation Agreement appointing a person(s) to be involved as their representative, the Representative ensures the wishes and values of the people are honored. The Representative may make financial, legal, health or personal care decisions for the person. Our role as service providers is to involve the Representative in decision-making.
Consent to provide health care is sought by the professional providing the health care, including physicians, dentists, nurses, physiotherapists, psychologists, occupational therapists, optometrists, chiropractors and others. Our role as service providers is to provide information that may assist the professional. For example, service providers that are very familiar with the person may be able to clarify the person’s communication to assist the professional in assessing level of understanding of the treatment. Staff members should inform the practitioner when the courts have appointed a Committee and the name and phone number of that person for consent; or the name and phone number of the Representative if a Representative Agreement is in place. Staff members should also provide the information on the appropriate Temporary Substitute Decision Maker if required.
Complaint Resolution
Overview:
Future Focus Program Services will make every effort to address the concerns of the people we support and stakeholders of our services in a comprehensive, timely, professional and sensitive manner. Complaints will not result in retaliation or barriers to service. Everyone has the right to address complaints without fear of any repercussions for their actions.
The people we support, staff members, families, volunteers/students, advocates, and community members are encouraged to bring their concerns forward. If it is practical they should speak directly to the person involved in any complaint.
Staff members must report any concerns or complaints that an individual may have that are significant, or expressed as such, on the “Complaint from Persons Served” form designed to track, outline complaints and their resolutions. Concerns/complaints that staff, family, stakeholders or members of the community may have are filled out on a generic complaint form.
Rights and Responsibilities:
It is the responsibility of all Future Focus Program Services staff members to deal with complaints in a prompt, effective and professional manner. Future Focus Program Services staff members are to inform any complainant of the Complaint Resolution process. All parties have a responsibility to deal with complaints with mutual respect. Any private and personal information is kept confidential from all parties other than those responsible for finding solutions to the concerns. For people who want assistance during the process of lodging a complaint, assistance may be arranged by contacting the local Program Directors, the Executive or the Director of Programs and Quality Assurance for CLBC through the local office at (250) 926-2300. In the event of a complaint from a supported individual and /or their family member at a licensed home, the person in care and /or their family member can contact Licensing directly at (250)331-8620. If the complaint is of a serious reportable nature, (i.e.: allegations of any kind of abuse, neglect, theft, etc.) it is the Supervisors responsibility to contact Licensing immediately.
Procedure:
In situations of urgent health and safety concerns or significant breaches of ethics, the complainant should make immediate contact with the supervisor, and if that is not practicable, then through the Director of Programs Services. Otherwise, the following steps apply.
Step 1: When a staff member receives a complaint, the staff member will respond within 24 hours, by:
- Listen to the concern and clarify the issue(s);
- Resolve the complaint if possible;
- Complete the Complaint from Persons Served form.
- Forward the form to the Supervisor within two days of the complaint and if concerns remain, ensure the Program Director has the necessary information to follow up.
Step 2: The Program Director will meet with the complainant within seven days:
- Explore further the concerns and clarify the issues;
- Resolve the complaint if possible
- Within seven days, provide a written summary to the complainant as to any agreement for resolution.
- Complete the Complaints Resolution Section
- File the form in the program and send a copy to the Director of Administration within two days of the meeting
- If still not resolved then encourage the individual to contact the Director of Program and Quality Assurance at CLBC.
Step 3: The DPQA will follow up with the complainant.
Step 4: Director ensures the complainant is satisfied with the resolution and that a positive on-going working relationship is established.
- Director completes “Action Taken” of the Complaint Form and submits it to Administrative Director: Policy, Standards and Practice for inclusion in annual review.
Step 5: The Director of Program Services along with the Director of Administrative Services is the last route of appeal within Future Focus Program Services.
Complaints in the Community
If a person in the community complains to a staff member about their conduct with a person they are supporting, the staff member should provide them with the name and phone number of their supervisor for them to follow up. Staff members should not argue with a person in the community. Special business cards are available to staff, to be handed out when there is a concern.
Tracking Complaints
Supervisors of each home/program keep a file for all complaints that come into the home/program that reflects the nature of the complaint and the resolution. A copy of all complaints is to be forwarded to the Director of Programs Services who will check for appropriate follow up, to the satisfaction of all parties, consistency among the company, and document for the administration annual review for trends in complaints. This review will occur as part of the planning phase for the annual strategic planning session. Our goal is to ensure that we create a community that is receptive to people with disabilities. Action taken to address complaints will be reflected in our annual Continuous Quality Improvement Plan.
Non-negotiable for Service Providers
It is recognized that issues may arise where there are differences in the assessment of the best interest of the person served and the best methods for service delivery. Our goal is to work cooperatively whenever possible toward an acceptable resolution of the complaint. As service providers, however, we are required to meet standards for CLBC, health care plans developed by Health Services for Community Living, accreditation, collective agreements, provincial and federal legislation and occupational health and safety requirements. External bodies may have requirements that we are obliged to meet. Where these dictate the course of our actions, the details of the information will be provided to the complainant in writing for their information and consideration.
Policy, Procedure and Personnel Information
A detailed Policy and Procedure Manual is available at every home and program offered by Future Focus Program Services. Each home and program also has a Fire and Emergency Manual/ Occupational Health and Safety Manuals. A copy of the collective agreement is available in each home/program. The most appropriate support person, i.e. supervisor, key worker, program director, would be available to explain the information and assist the person emotionally through the process, and to record any disagreements the person has with the information contained within.
Appeals
If the issue cannot be resolved to the satisfaction of the complainant, parties will be given the information on external organizations that they may contact:
Future Focus Program Services welcomes outside investigation and recommendations pertaining to issues of quality within our services. Depending on the nature of the complaints, people supported, staff members, families, advocates, students/volunteers may request external investigation from the following:
CLBC: Complaints Resolution Manager (250) 334-1370
Social Worker/Facilitator (250) 387-6053
Advocate for Service Quality: Enquiry B.C. (604) 273-9780
The BC Human Rights Commission (250) 387-5102
Public Trustee (604) 660-4440
The Ombudsman (250) 387-5855
Information and Privacy Commissioner (250) 387-5629
Comforts Allowance
Comforts allowance is an allowance to meet personal care and recreation needs provided to people residing in the homes by Disability Benefits. The maximum monthly comforts allowance is $946.42. People remain eligible if their asset level is below $3000.
Items charged to comforts are: hairdressing supplies and services, deodorant, toothpaste, facials, manicure and nail products, gifts for family, makeup, shaving supplies, non-prescription medications, memberships for people supported and magazine subscriptions intended for individual use.
People without family or friends supporting them with gifts, may have gifts purchased for them with their own comforts money and recreation funds, depending on the amount of comfort funds available, and the needs and desires of the person.