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About the NBHC Home Care Survey

1. What is the New Brunswick Home Care Survey?

Citizens should be given the opportunity to express their opinions about the home care services they receive in New Brunswick. In this paper survey, New Brunswickers will be asked about their experiences with several key dimensions of quality home care such as safety, provider/client communication, client and family centred care, overall satisfaction with services, and equity based on preferred language of service.  

 

2. What is the purpose of this survey?

This province-wide survey will evaluate the quality of home care provided to New Brunswickers. The overall results of this survey will be shared in a public report, and will help identify what is being done well and what could be done better.

 

3. Who is conducting the Home Care Survey?

The New Brunswick Health Council (NBHC) has been established as an independent organization that measures, monitors and evaluates New Brunswick’s health care system performance and population health, and engages citizens in the improvement of health service quality. The surveys will be mailed by Ipsos Reid, an independent research company, on behalf of the NBHC.

 

3. What is home care?

Home care is a range of health and support services received at home that help individuals achieve and maintain optimal health, well-being and functional ability through a process of assessment, case coordination, and/or the provision of services. The New Brunswick Home Care Survey will evaluate home care services provided to clients whose costs are being entirely or partially covered by public funds.  In New Brunswick, home care services are funded by the Department of Health and/or the Department of Social Development.

 

5. How are home care services delivered in New Brunswick?

Home care services funded by the Department of Health are delivered by New Brunswick’s two regional health authorities, Horizon Health Network and Vitalité Health Network, under the Extra-Mural program. Home care services funded by the Department of Social Development are provided under the Long Term Care Program and the Disability Support Program. The Department of Social Development either retains the services of a home support agency on behalf of its clients, or clients may choose to receive services from private individuals. Agencies are approved by the Department of Social Development through a tendering process and must comply with certain standards.

 

6. Who may be selected to take part in this survey?

Within the scope of this survey, the New Brunswick Health Council will be surveying clients receiving home care services from:

  • The Extra-Mural Program which includes health care services provided by registered nurses, licensed practical nurses, physiotherapists, occupational therapists, speech language pathologists, respiratory therapists, social workers, dietitians, and rehabilitation assistants.
  • The Long Term Care Program and the Disability Support Program which includes home support services provided by home support workers to help with personal care (bathing, dressing, transferring), housekeeping tasks (cleaning, laundry, meal preparation), and relief to caregivers. Clients can receive home support services from home support agencies or from private individuals.

 

7. Why is it important for citizens to respond to this survey?

When possible, many New Brunswickers want the ability to be cared for at home, rather than in a hospital, special care home or nursing home. Home care services can help people stay in their own home and function as independently as possible in the context of their daily lives. The New Brunswick Home Care Survey is a unique opportunity for citizens in all communities to share their views and help drive improvements in home care services. The results of this survey will provide information that can be used for strategic planning for the future of our province. This is your chance to tell us about your home care experience, so if you receive the letter, please take the time to complete the survey and make your opinion known.

 

8. How will citizens know that they have been selected to participate in this survey?

Not all citizens will be asked to participate in this survey. Citizens selected to participate in the paper survey will receive a personalized letter from the New Brunswick Health Council to inform them that they have been selected. Participation is voluntary. The surveys will be mailed by Ipsos Reid, an independent research company, on behalf of the New Brunswick Health Council.

 

9. When could citizens receive a letter to participate in this survey?

The letters  will be mailed starting in March 2015, and will continue for about three months.

 

10. What kind of questions will the survey ask?

In this paper survey, New Brunswickers will be asked questions about their experiences with several key dimensions of quality home care such as provider/client communication, safety, client and family centred care, overall satisfaction with services, and equity based on preferred language of service.

 

11. What if a citizen does not want to participate?

Participation in this survey is completely voluntary. If a citizen wants to remove their name from the survey list, they are encouraged to call the toll-free number 1-877-225-2521. They will be asked to provide their name and address. This information is required in case there is more than one patient with the same name.

 

12. How long will it take to complete the survey?

This survey is a unique opportunity for citizens to share their views on the home care services they receive in New Brunswick. This survey will take 20 minutes or more to complete depending on the number of home care services received.

 

13. How will you be protecting my personal information?

Your answers will be kept strictly confidential and will only be added to others when survey results are reported. All the necessary steps will be taken to ensure that the information collected from the Home Care Survey is protected and secure. This survey will adhere to the privacy laws of New Brunswick under the Personal Health Information Privacy and Access Act (PHIPAA - http://www.gnb.ca/0051/acts) and the Right to Information and Protection of Privacy Act (RIPPA - http://laws.gnb.ca/en/ShowTdm/cs/R-10.6). Home health care providers and home support workers will not know how you responded to this survey.

 

14. How will my survey answers be used?

Answers to this survey will provide a strong voice for the citizens of New Brunswick, by helping to identify what is being done well and what could be done better. Based on the survey results and a standardized approach for all areas of the province, the New Brunswick Health Council can provide baseline information and monitor improvements over time.

 

15. I want to complete a survey – what if I don’t receive one?

Unfortunately, not all citizens will be asked to participate in this survey. In order to have the most accurate results, only citizens who have recently received home care services for which costs are entirely or partially covered by public funds are eligible to participate in this survey. The New Brunswick Health Council is committed to actively engaging citizens in quality improvement. Even if you did not have a chance to participate in this survey, there will be other opportunities for you to make a difference in the health care system.

 

16. Who do I call if I have any questions or concerns?

If you have any questions or would like to have more information about this survey please call the New Brunswick Health Council toll-free number 1-877-225-2521.