For the Centre de réadaptation Marie Enfant (CRME), service quality is a constant priority and constitutes as one of the establishment’s key values.
The Office Québécois de la Langue Française (2003) refers to quality as a set of characteristics of a good or service that is confronted by the ability to satisfy user needs and expectations in an on-going manner (Office Québécois de la Langue Française, 2003). Quality can be determined by several criteria (reliability, availability, durability, safety, user cost, etc.), and can be measured by indicators (satisfaction rates, number of complaints, etc).
At the CRME, constant and on-going investigation on quality requires the involvement and commitment from all players in order to provide our clients with the care and services that meet their needs and expectations. Supported by professional practice standards and proven facts, the professionals involved provide services that keep with the mission of the establishment.
More specifically, in the last few years, the CRME and the CHU Sainte-Justine had established a frame of reference to position key directions, to define their approach to quality and to create partnerships with other managing bodies of the establishment who are involved in the provision of care and services to clients. This exercise also enables the quality change required by the MSSS and by the different accrediting organizations. Parallel to this program framework, a management tool was developed to monitor quality objectives. The quality database supports those who are in charge of quality teams in their activities.
This program framework was developed to foster the understanding of on-going quality and risk management processes and to support the different players in their commitment to offer high quality care and services to the clients of the CRME of the CHU Sainte-Justine.