Service Excellence

What education is NOT provided to employees on the organization's ethics framework?

• Annual Ethics Training

• Quarterly Case Reviews

• Fire Safety Training

• Onboarding Training

Leadership encourages employees to participate in opportunities for professional or skills development on a regular basis.

• True

• False

How does the organization ensure our services meet the needs of the people we serve?

• A) 30-day follow-up

• B) Assessment tools (i.e. OCAN)

• C) Co-design or focus groups

• D) All the above

What is NOT an example of how leaders obtain feedback from employees and stakeholders on the effectiveness of resources, including staffing and space?

• Employee Newsletter

• Surveys

• Service Feedback

• Co-design or focus groups

How often are performance evaluations completed?

• Monthly

• Annually

• Bi-annually

• None of the above

How do teams maintain accurate, up-to-date and complete information about each client?

• A) Client EMR audits

• B) Best Possible Medication History (BPMH)

• C) OCAN assessments

• D) All of above

Which of the following is NOT considered a barrier to accessing services?

• Language

• Fashion

• Transportation

• Finances

What does OPOC stand for?

• Ontario Peer Offered Care

• Organizational Perception of Care

• Ontario Perception of Care

• Ontario Practice of Care

How does the organization promote and foster employee satisfaction?

• A) Teaming Days

• B) Employees Appreciation Events/Recognition

• C) Four-day weekend

• D) Both A & B are correct

How does the organization engage employees with quality improvement activities?

• A) Quick Wins and CQI's

• B) Quarterly Indicator Reports

• C) Annual Employee Opinion Survey

• D) All the above