Audit of the Sunnybrook Veterans Centre . : V32-289/2013E-PDF

In the fall 2012, some family members raised concerns related to the quality of care provided at the Sunnybrook Veterans Centre located in the Province of Ontario. Areas of concern were investigated; however, family dissatisfaction persisted. The Department’s expectation is that all Veterans will be treated with respect by any and all who serve them and will receive quality care in provincial long term care facilities. The seriousness of the concerns prompted the Minister to announce that Veterans Affairs Canada would conduct an audit of the Sunnybrook Veterans Centre. The purpose of this audit was to ensure that Veterans Affairs Canada, the Province of Ontario and the Sunnybrook Veterans Centre were fulfilling their responsibilities as outlined in the terms of the agreements. For the Sunnybrook Veterans Centre, audit results confirmed that the delivery of care is aligned with provincial and professional standards, the clinical care is of a high quality, and appropriate monitoring is occurring. Opportunities for improvement relating to communication and complaints management were identified. For Veterans Affairs Canada, audit results confirmed that the Department is supporting transition of Veterans into the Sunnybrook Veterans Centre, providing ongoing support and maintaining a liaison type relationship with Sunnybrook. Opportunities for improvement relating to the consistency and communication of activities to support Veterans and their families, as well as the need to complete the 2011/12 operating cost review were identified. It is important to note that the audit team does not have the authority to enforce recommendations involving provincial responsibilities relating to the delivery of care. As a result, these opportunities for improvement have been discussed with the Sunnybrook Health Sciences Centre and their responses are presented in this report.

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publications.gc.ca/pub?id=9.811984&sl=1

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