excerpt from HRTO Application by Susan
McPherson (Nov 6, 2017)
retrieved Dec 28, 2017
Remedy for Future Compliance (Public Interest Remedy)
Arrange for an expert on Human Rights in
Ontario to come into the hospital to educate staff.
Training for residents on how older patients
are different than adult patients under the age of 60, for example, sometimes
having multiple chronic or even more than one acute health issue at the time of
the examination; training on how to improve their methods of interviewing older
patients as well as improve techniques for examining older patients who may
have multiple chronic or even more than one acute health issue at the time of
the examination.
Record phone conversations between
secretaries and patients routinely within the hospital, and especially in
departments such as Patient Experience or Patient Relations offices, to protect
patients (and staff if that should happen) from being verbally abused or of
having false accusations made about them due to their age, or sex, or marital
and family status. Rewrite the job description of employees in these
departments so they are not attempting to perform jobs they ought not to be
doing, or unable to do well.
If a physician was overbooked, and had
more patients arriving than he could possibly handle, then a solution similar
to what airlines have implemented could help. Offer some patients compensation
if they agree to postpone their appointment until another day.
Implement a complaints system within the
hospital, at which patients and/or staff can lay complaints in writing, and
that is managed by individuals with knowledge of the proper ways of proceeding.
Place that information on public information boards in the hospital and on the
hospital’s website where it can easily be found, and inform switchboard of the
telephone number and location – for making a complaint. The
complaint policy would enable staff or patients who believe they have not been
granted equal treatment within the hospital, on the basis of age, gender,
marital and family status, as well as on other grounds, to have their complaint
investigated.
Staff training should be required to
include
- courses on ageism and the different
needs of aging patients.
- courses in communication and
assertiveness training for junior administrative staff.
Employees in programs such as Patient
Experience and Patient Relations should be required
- to take courses on a regular basis, to
keep updated on new developments in the social world, eg.
on the expanding meaning of the family, and how to treat all patients respectfully.
on the expanding meaning of the family, and how to treat all patients respectfully.
- to take an accredited course for
mediation, and on the different kinds of discrimination.
-
to learn how justice happens – taking into consideration the idea that no one
should be judged
guilty without a fair investigation.
- to take a course on being
non-judgemental and how that is an important part of their job.
guilty without a fair investigation.
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