Are there differences between zones? Between mainly rural and urban zones? What factors could account for these differences?
Understanding “client experience with listening”
In a survey conducted from October 2018 to March 2019, Health Quality Alberta asked clients receiving home and community care:
In the last year, professional/personal home care staff listened carefully to my wishes and needs….
Clients could choose “Yes / Partly / No,” and the menu on the left-hand side of the chart above allows for the review of professional and personal home and community care staff results.
From Health Quality Alberta survey results, how clients felt they were treated by home care staff and the interpersonal relationships they have with staff (relational care) is one of the strongest drivers of overall client experience. Listening is an important element of relationship building.
Considerations when viewing the results:
This data reflects the experiences of seniors aged 65+ receiving long term supportive and maintenance care and are among the largest groups of home and community care clients.
There are a number of factors providers and leaders can consider to better understand and improve client experiences with staff listening to their wishes and needs. Some questions they could ask before taking action include:
How do home and community care clients define careful listening?
How can listening to the client’s wishes and needs impact quality, person-centered, and safe care?
What makes it easy or difficult for home and community care staff to listen to the wishes and needs of clients? How might this vary for professional and personal home and community care staff?
Time, language, and learning style (e.g., visual, auditory, tactile) could be potential barriers to home and community care professional or personal staff listening carefully to a client’s wishes and needs. What other barriers might exist? How can these barriers be overcome?
When listening to clients, what are some effective and engaging ways to respond that indicate effective listening?
When a client’s wishes and needs are beyond the scope of their care plan or the home and community care program, how can professional or personal home and community care staff respond appropriately and still demonstrate they are listening carefully?
For information about Health Quality Alberta’s Alberta Seniors Home Care Client Survey, please visit Health Quality Alberta’s website.
This website has functionality that works best on a desktop screen. Some features of the interactive graphs do not work well on a mobile device.
Estimated current emergency department wait times
Please note that this is a Health Quality Alberta website reporting historical information about the 16 busiest emergency departments in Alberta.
If you are looking for estimated current emergency department wait times
please go to this Alberta Health Services site.
