Centre de santé et de services sociaux de Témiscaming-et-de-Kipawa

Quality Framework Program

A quality improvement and risk management program has been in effect since 1990

The CSSS de Témiscaming-et-de-Kipawa is fully committed to an ongoing process to ensure the quality and safety of the services provided to its patients. In fact, a quality improvement and risk management program has been in effect since 1990.

A safety culture is created step-by-step and relies on the vigilance of everyone. For the sake of our users, let us make a commitment to work together.

As this is a concern for all our staff, quality is ever-present throughout the organization. The continuous quality improvement process, however, enables the quality framework to be better managed and to establish conditions that will foster the development of concerted actions.

Such actions have two main objectives:

1. Ongoing improvement of the care and services offered by our CSSS
2. Engaging the staff to contribute to the improvement of the care and services provided to the general public
   

Quality Management is divided into the following four main areas: quality desired, quality provided, quality perceived, and quality expected. This logic determines the steps to be taken to ensure the best quality possible in the search for excellence.

• “Quality desired” is established according to available resources, the laws, and clinical, professional, and administrative standards.  These frames of reference indicate the desired quality which is applied in compliance with the guidelines, values, regulations, and structures of the institution;
• “Quality provided” reflects the effects and results achieved by the activities of clinical and organizational projects relative to established objectives, with a view to determining any deviations from the “quality desired”;
• “Quality perceived” comes from assessing the quality of care and services received by users, the general public, and any other person wishing to give an opinion;
• “Quality expected” is specified in the action plans set up to ensure satisfaction of user needs, and taking into consideration the expectations of various patients.
  

View our Quality Framework Program (This document is only available in French)