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Trillium Lodge

The Office of the Seniors Advocate’s Long-Term Care Resident and Visitor Survey 2023 is the second province-wide survey of the experiences of residents living in British Columbia’s 297 publicly subsidized long-term care homes. The survey asks a number of questions about a variety of topics, from food quality and staff responsiveness to personal autonomy and social connectedness. The residents’ frequent visitor(s) (FV), usually a family member or friend, were also included and asked to complete an online Frequent Visitor Survey. More information about the survey may be found in the Office of the Seniors Advocate’s November 2023 report, Every Voice Counts – Long-Term Care Resident and Visitor Survey Results – 2023 which can be found here.

The facility and B.C. level results are presented below for 2023 with comparison to our 2017 baseline results. Most questions were asked of both the resident and their frequent visitor and the residents’ responses are presented first followed by the frequent visitor responses. If the question was asked to one group only, the other group’s responses will be denoted by N/A. If the number of responses for a given question is less than ten, the number is shown as N/R (Not Reportable) for reasons of confidentiality. Where the response rate is less than 1% it is denoted as <1%. Figures may not add up to 100% due to rounding

Overall Satisfaction

We asked residents and frequent visitors a set of questions about the overall quality of the care home, including whether they would recommend the care home to others, whether the resident wants to live in the care home and is the care home well managed.

1. Overall quality of care and services rating in this care home
  Excellent Very Good Good Fair Poor
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 7% 35% 48% 35% 36% 22% 10% 4% 0% 4%
2017 22% 8% 44% 60% 26% 24% 7% 5% 0% 3%
BC 2023 16% 34% 38% 36% 34% 18% 11% 9% 2% 3%
2017 15% 28% 35% 39% 35% 22% 12% 9% 3% 2%
2. Would recommend this care home to others
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 40% 52% 20% 30% 30% 4% 7% 13% 3% 0%
2017 47% 42% 40% 42% 10% 14% 0% 0% 3% 3%
BC 2023 37% 51% 35% 29% 15% 12% 5% 4% 8% 4%
2017 43% 57% 34% 27% 13% 10% 4% 3% 6% 3%
3. Want to live in this care home
  Yes No
Resident FV Resident FV
Facility 2023 54% 61% 46% 39%
2017 63% 59% 38% 41%
BC 2023 60% 61% 40% 39%
2017 61% 68% 39% 32%
4. Home is the best place to meet family member or friend's needs (0 - Worst, 10 - Best)
  10 8–9 5–7 2–4 0–1
FV FV FV FV FV
Facility 2023 30% 35% 17% 13% 4%
BC 2023 28% 40% 24% 6% 2%
5. Home is well managed
  Always Most of the time Sometimes Rarely Never
FV FV FV FV FV
Facility 2023 35% 39% 17% 9% 0%
BC 2023 39% 41% 14% 5% 2%
6. FV wants family member or friend to live in this care home
  Yes No
FV FV
Facility 2023 70% 30%
2017 81% 19%
BC 2023 90% 10%
2017 91% 9%

Care Home Environment

A home-like environment for a resident and frequent visitor can mean different things, such as whether the care home feels and looks like home, the ability for the resident to personalize their space and whether the care home provides a positive meal experience. This set of questions measures the resident and frequent visitors’ perspectives of a home-like environment including the meal experience provided by the care home.

Home-Like Environment

7. Care home feels like home
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 17% 17% 33% 44% 23% 22% 13% 4% 13% 13%
2017 21% 14% 39% 46% 14% 26% 14% 11% 11% 3%
BC 2023 20% 24% 33% 38% 20% 21% 11% 9% 17% 8%
2017 24% 30% 33% 38% 18% 17% 8% 8% 16% 7%
8. Care home smells good
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 31% 39% 35% 39% 28% 13% 7% 9% 0% 0%
2017 38% 51% 11% 0% 0%
BC 2023 38% 40% 44% 43% 12% 11% 3% 4% 2% 1%
2017 35% 47% 12% 5% 1%
9. Care home is clean
  Always Most of the time Sometimes Rarely Never
FV FV FV FV FV
Facility 2023 57% 35% 9% 0% 0%
2017 58% 39% 3% 0% 0%
BC 2023 59% 35% 5% 1% 0%
2017 54% 39% 6% 1% 0%
10. Can easily go outdoors
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 45% 26% 23% 26% 16% 22% 3% 22% 13% 4%
2017 52% 29% 41% 43% 0% 11% 7% 11% 0% 6%
BC 2023 31% 23% 30% 24% 15% 20% 11% 13% 13% 20%
2017 34% 25% 29% 23% 16% 18% 9% 13% 13% 21%
11. Bothered by noise
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 0% 3% 29% 36% 32%
2017 0% 0% 20% 6% 17% 54% 33% 31% 30% 9%
BC 2023 5% 8% 26% 25% 37%
2017 4% 2% 8% 4% 25% 36% 24% 37% 38% 20%
12. Can fix up room with personal belongings so it looks and feels like home
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 52% 52% 13% 35% 23% 0% 3% 4% 10% 9%
BC 2023 44% 59% 36% 25% 12% 10% 4% 4% 5% 3%
13. Culture (traditional art or language or other signs of welcoming) is visible in the care home
  Always Most of the time Sometimes Rarely Never
Resident Resident Resident Resident Resident
Facility 2023 44% 44% 6% 0% 6%
BC 2023 32% 35% 16% 8% 9%
14. Staff support resident practicing own culture (such as traditional medicines, traditional wellness activities)
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 32% N/R 36% N/R 18% N/R 9% N/R 5% N/R
BC 2023 30% 33% 34% 27% 17% 16% 8% 12% 11% 12%

Food and Meals

15. Enjoy mealtimes
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 29% 8% 36% 46% 29% 33% 7% 13% 0% 0%
2017 19% 14% 48% 50% 23% 33% 10% 3% 0% 0%
BC 2023 23% 17% 45% 44% 23% 25% 7% 10% 3% 3%
2017 25% 18% 42% 48% 22% 24% 8% 9% 4% 2%
16. Likes taste of the food
  Always Most of the time Sometimes Rarely Never
Resident Resident Resident Resident Resident
Facility 2023 23% 29% 39% 7% 3%
BC 2023 18% 43% 25% 9% 4%
17. Get favourite foods
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 10% 0% 29% 30% 29% 39% 23% 26% 10% 4%
2017 7% 6% 38% 25% 35% 41% 17% 25% 3% 3%
BC 2023 9% 7% 26% 29% 33% 36% 17% 20% 14% 8%
2017 11% 7% 29% 29% 33% 37% 16% 20% 11% 8%
18. Can eat when want
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 16% 4% 23% 25% 26% 29% 10% 33% 26% 8%
2017 21% 13% 52% 36% 14% 13% 7% 29% 7% 10%
BC 2023 14% 13% 29% 31% 20% 27% 17% 17% 20% 13%
2017 16% 14% 32% 33% 21% 24% 14% 16% 17% 13%
19. Enough variety in meals
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 13% 13% 45% 46% 26% 29% 7% 13% 10% 0%
2017 16% 24% 52% 47% 13% 24% 16% 6% 3% 0%
BC 2023 16% 21% 44% 40% 22% 24% 12% 12% 6% 4%
2017 18% 22% 41% 45% 23% 20% 11% 10% 6% 3%
20. Food is the right temperature
  Always Most of the time Sometimes Rarely Never
Resident Resident Resident Resident Resident
Facility 2023 20% 37% 27% 13% 3%
2017 31% 41% 21% 7% 0%
BC 2023 20% 45% 21% 9% 5%
2017 23% 45% 21% 8% 4%
21. Get help to eat when needed
  Always Most of the time Sometimes Rarely Never
Resident Resident Resident Resident Resident
Facility 2023 N/R N/R N/R N/R N/R
2017 30% 50% 20% 0% 0%
BC 2023 31% 35% 23% 5% 5%
2017 30% 32% 20% 7% 11%

Personal Control (Autonomy)

The ability to do what we want, when we want, is important to everyone regardless of age. However, regulated care home settings are guided by policies, regulations and resource allocations decisions made by people other than the residents and their families. This set of questions measures how much personal control (autonomy) the resident and frequent visitor perceive the resident has over their day-to-day decision making.

Daily Decision Making

22. Decide when to get up
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 26% 13% 45% 17% 10% 30% 7% 35% 13% 4%
2017 37% 15% 37% 46% 10% 24% 7% 12% 10% 3%
BC 2023 32% 17% 34% 39% 13% 21% 10% 11% 11% 12%
2017 31% 15% 33% 40% 13% 19% 10% 12% 14% 13%
23. Decide when to go to bed
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 42% 13% 32% 26% 19% 17% 7% 35% 0% 9%
2017 60% 24% 30% 49% 7% 18% 0% 9% 3% 0%
BC 2023 41% 20% 37% 39% 10% 19% 6% 11% 5% 11%
2017 42% 20% 35% 41% 11% 17% 5% 11% 7% 11%
24. Decide how to spend my time
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 45% 17% 36% 52% 13% 22% 7% 9% 0% 0%
2017 36% 26% 65% 57% 0% 9% 0% 6% 0% 3%
BC 2023 37% 26% 44% 43% 13% 16% 4% 8% 2% 8%
2017 34% 26% 46% 47% 14% 13% 4% 7% 2% 7%
25. Can go out on spur of moment
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 27% 9% 23% 30% 20% 26% 17% 17% 13% 17%
2017 32% 6% 36% 34% 14% 38% 14% 9% 4% 13%
BC 2023 21% 13% 31% 28% 17% 19% 14% 15% 18% 25%
2017 23% 15% 29% 28% 17% 16% 14% 15% 18% 25%
26. Control who comes in own room
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 35% 4% 24% 17% 7% 13% 24% 26% 10% 39%
2017 21% 11% 62% 46% 10% 14% 0% 11% 7% 17%
BC 2023 31% 14% 37% 29% 14% 17% 9% 15% 9% 26%
2017 30% 13% 35% 28% 15% 14% 9% 16% 12% 29%
27. Bathe or shower as often as want
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 17% 5% 17% 14% 17% 14% 17% 36% 33% 32%
2017 15% 12% 27% 3% 23% 24% 4% 15% 31% 46%
BC 2023 17% 7% 22% 14% 12% 16% 17% 21% 32% 44%
2017 15% 6% 22% 12% 12% 13% 13% 21% 37% 48%
28. Decide which clothes to wear
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 65% 17% 23% 48% 10% 13% 3% 22% 0% 0%
2017 61% 37% 26% 34% 13% 17% 0% 6% 0% 6%
BC 2023 51% 18% 31% 27% 10% 22% 5% 14% 4% 19%
2017 52% 20% 28% 28% 11% 21% 5% 14% 4% 18%
29. Believes care is personalized
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 39% 22% 35% 48% 19% 13% 8% 17% 0% 0%
BC 2023 32% 31% 45% 45% 15% 17% 5% 6% 3% 2%
30. Resident feels they could refuse treatment, medicine, tests or referrals
  Always Most of the time Sometimes Rarely Never
Resident Resident Resident Resident Resident
Facility 2023 26% 37% 15% 4% 19%
BC 2023 34% 33% 16% 8% 9%

Privacy

31. Can be alone when wish
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 42% 32% 36% 40% 7% 12% 10% 12% 7% 4%
2017 6% 23% 41% 54% 41% 11% 9% 9% 3% 3%
BC 2023 34% 55% 44% 29% 14% 9% 5% 4% 3% 3%
2017 28% 36% 39% 42% 24% 13% 5% 5% 3% 5%
32. Privacy is respected during care
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 42% 31% 42% 62% 13% 8% 3% 0% 0% 0%
2017 37% 47% 50% 50% 7% 3% 3% 0% 3% 0%
BC 2023 40% 59% 45% 33% 11% 6% 3% 1% 2% 0%
2017 36% 54% 42% 40% 16% 5% 4% 1% 2% 0%
33. Private places are available when visiting
  Always Most of the time Sometimes Rarely Never
FV FV FV FV FV
Facility 2023 56% 24% 12% 8% 0%
2017 43% 29% 20% 6% 3%
BC 2023 63% 24% 8% 3% 2%
2017 59% 27% 8% 4% 2%

Feeling Safe and Respected

Having a sense of physical and emotional safety in one’s own home is important, whether that is a private home or congregate living. Every resident has the right to be treated with dignity and respect, including respecting the resident’s values, expressed needs, concerns and preferences. This set of questions measures the residents’ and frequent visitors’ sense of safety and security and respect shown to residents.

Safety and Security

34. Get services needed
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 31% 35% 47% 48% 22% 13% 0% 4% 0% 0%
2017 41% 31% 48% 58% 11% 11% 0% 0% 0% 0%
BC 2023 32% 35% 47% 48% 15% 13% 4% 3% 2% 1%
2017 32% 36% 48% 51% 15% 11% 4% 2% 2% 0%
35. If needed can get help right away
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 32% 30% 39% 48% 19% 17% 10% 4% 0% 0%
2017 46% 11% 32% 57% 14% 23% 4% 9% 4% 0%
BC 2023 28% 29% 43% 45% 19% 18% 7% 6% 3% 1%
2017 31% 28% 42% 46% 18% 19% 6% 6% 2% 1%
36. Feel safe alone
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 48% 61% 42% 30% 3% 9% 7% 0% 0% 0%
2017 55% 40% 31% 51% 10% 9% 3% 0% 0% 0%
BC 2023 51% 59% 37% 33% 8% 6% 3% 2% 2% 1%
2017 52% 42% 36% 47% 8% 9% 2% 1% 2% 1%
37. Feel possessions are safe
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 42% 22% 39% 35% 16% 39% 3% 4% 0% 0%
2017 25% 17% 46% 57% 7% 14% 14% 9% 7% 3%
BC 2023 42% 35% 38% 43% 11% 14% 5% 5% 4% 3%
2017 38% 30% 39% 47% 12% 13% 6% 6% 5% 4%
38. Sometimes residents do things like yell, push, or hit staff or other residents. Have you seen your family member/friend or another resident behave in this way?
  Yes No
FV FV
Facility 2023 17% 83%
2017 35% 65%
BC 2023 33% 67%
2017 46% 54%
39. When residents do the things described above, staff handle the situation in a way that is appropriate
  Always Most of the time Sometimes Rarely Never
FV FV FV FV FV
Facility 2023 N/R N/R N/R N/R N/R
2017 58% 42% 0% 0% 0%
BC 2023 51% 34% 13% 2% 1%
2017 52% 36% 10% 1% 0%
40. FV is comfortable asking staff if they have washed/cleaned hands before providing care
  Always Most of the time Sometimes Rarely Never
FV FV FV FV FV
Facility 2023 38% 25% 8% 13% 17%
2017 39% 11% 7% 43%
BC 2023 45% 21% 11% 10% 13%
2017 30% 16% 10% 44%

Being Respected

41. Staff pay attention to residents
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 30% 33% 50% 54% 13% 4% 7% 8% 0% 0%
2017 41% 28% 45% 58% 14% 14% 0% 0% 0% 0%
BC 2023 30% 42% 47% 41% 17% 14% 5% 3% 2% 1%
2017 30% 39% 47% 48% 18% 12% 4% 1% 2% 0%
42. Can express opinions
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 48% 46% 33% 27% 7% 9% 7% 18% 4% 0%
2017 45% 50% 45% 38% 10% 12% 0% 0% 0% 0%
BC 2023 39% 51% 39% 26% 13% 12% 5% 5% 4% 6%
2017 39% 53% 35% 30% 15% 9% 6% 4% 5% 4%
43. Treated with respect by staff
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 52% 61% 38% 30% 7% 9% 3% 0% 0% 0%
2017 43% 50% 57% 47% 0% 3% 0% 0% 0% 0%
BC 2023 46% 59% 41% 34% 10% 6% 2% 1% 1% 0%
2017 48% 61% 38% 33% 10% 5% 2% 1% 1% 0%
44. Staff respect likes/dislikes of residents
  Always Most of the time Sometimes Rarely Never
Resident Resident Resident Resident Resident
Facility 2023 30% 48% 15% 4% 4%
2017 40% 47% 13% 0% 0%
BC 2023 35% 46% 14% 3% 2%
2017 32% 46% 17% 4% 2%
45. Resident trusts staff to take good care of them
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 45% 42% 45% 46% 7% 8% 3% 4% 0% 0%
BC 2023 50% 52% 37% 37% 9% 9% 2% 2% 1% 1%
46. Staff treat resident like a whole person. They consider physical, emotional, mental and spiritual needs
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 38% 10% 41% 40% 14% 35% 3% 15% 3% 0%
BC 2023 41% 26% 41% 42% 12% 18% 4% 9% 2% 5%
47. Resident treated unfairly by staff due to race or cultural background
  Yes No
Resident FV Resident FV
Facility 2023 0% 0% 100% 100%
BC 2023 5% 12% 95% 89%
48. Resident treated unfairly by staff due to sexual orientation (or gender identity)
  Yes No
Resident FV Resident FV
Facility 2023 0% 6% 100% 94%
BC 2023 3% 4% 97% 96%
49. FV trusts the information received from staff
  Always Most of the time Sometimes Rarely Never
FV FV FV FV FV
Facility 2023 38% 50% 13% 0% 0%
BC 2023 54% 33% 10% 2% 1%
50. Family member or friend has suffered personal injury or harm from a medical error or mistake
  Completely Quite a bit Partially Not at all
FV FV FV FV
Facility 2023 0% 0% 0% 100%
BC 2023 3% 2% 10% 85%
51. Staff treat FV with respect
  Always Most of the time Sometimes Rarely Never
FV FV FV FV FV
Facility 2023 70% 22% 9% 0% 0%
BC 2023 74% 21% 4% 1% 0%
52. Staff try to address FV concerns
  Always Most of the time Sometimes Rarely Never
FV FV FV FV FV
Facility 2023 48% 35% 13% 4% 0%
2017 44% 47% 6% 3% 0%
BC 2023 58% 30% 10% 2% 1%
2017 54% 34% 10% 2% 0%

Relationships with Staff

A resident’s relationship with staff is key to their safe and enjoyable stay in a care home. Key factors in successful staff/resident relationships include staff having enough time to provide care, responding quickly to resident’s needs and taking the time to develop a personal relationship with the resident. This set of questions measures residents’ and frequent visitors’ perceptions on staff responsiveness and the social bonding between residents and staff.

Staff Responsiveness

53. Staff respond quickly
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 26% 32% 61% 50% 7% 18% 7% 0% 0% 0%
2017 41% 26% 37% 51% 19% 17% 4% 6% 0% 0%
BC 2023 25% 26% 49% 51% 19% 18% 5% 4% 2% 1%
2017 28% 29% 44% 51% 21% 16% 5% 4% 2% 1%
54. Care helps residents live life as wanted
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 37% 17% 33% 39% 11% 17% 15% 17% 4% 9%
2017 25% 27% 57% 47% 14% 18% 0% 6% 4% 3%
BC 2023 28% 26% 46% 46% 15% 18% 6% 7% 5% 4%
2017 29% 31% 45% 46% 15% 15% 6% 5% 5% 3%
55. Staff act on resident suggestions
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 24% 18% 32% 36% 32% 32% 12% 14% 0% 0%
2017 20% 18% 50% 47% 25% 32% 5% 3% 0% 0%
BC 2023 18% 20% 39% 43% 29% 27% 10% 6% 5% 4%
2017 17% 21% 36% 45% 32% 25% 9% 6% 6% 3%
56. Staff know what they are doing
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 42% 35% 42% 44% 16% 22% 0% 0% 0% 0%
2017 46% 46% 9% 0% 0%
BC 2023 36% 45% 47% 43% 14% 11% 3% 2% 1% 0%
2017 37% 43% 46% 45% 13% 10% 3% 1% 1% 0%
57. Staff have enough time for residents
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 28% 4% 38% 57% 21% 26% 10% 13% 3% 0%
2017 6% 57% 23% 11% 3%
BC 2023 22% 17% 45% 43% 22% 25% 8% 12% 3% 3%
2017 23% 15% 43% 46% 21% 25% 9% 11% 4% 3%
58. Get help to toilet when needed
  Always Most of the time Sometimes Rarely Never
Resident Resident Resident Resident Resident
Facility 2023 29% 35% 18% 18% 0%
2017 54% 31% 15% 0% 0%
BC 2023 40% 37% 15% 5% 3%
2017 42% 33% 14% 5% 6%
59. Tell staff when not happy about something
  Always Most of the time Sometimes Rarely Never
Resident Resident Resident Resident Resident
Facility 2023 20% 37% 17% 10% 17%
2017 36% 40% 12% 4% 8%
BC 2023 30% 30% 19% 10% 11%
2017 26% 28% 22% 11% 13%
60. Problem gets solved when tell staff not happy
  Always Most of the time Sometimes Rarely Never
Resident Resident Resident Resident Resident
Facility 2023 18% 41% 23% 18% 0%
2017 17% 50% 17% 17% 0%
BC 2023 22% 41% 25% 9% 4%
2017 21% 39% 27% 9% 4%
61. Staff explains what they are doing when giving care
  Always Most of the time Sometimes Rarely Never
Resident Resident Resident Resident Resident
Facility 2023 59% 26% 15% 0% 0%
2017 48% 30% 19% 0% 4%
BC 2023 37% 41% 14% 6% 3%
2017 34% 37% 18% 6% 5%
62. Staff tries to relieve physical discomfort
  Always Most of the time Sometimes Rarely Never
Resident Resident Resident Resident Resident
Facility 2023 47% 33% 17% 3% 0%
2017 48% 44% 7% 0% 0%
BC 2023 37% 42% 14% 4% 3%
2017 35% 40% 16% 5% 4%
63. Services delivered when resident wants
  Always Most of the time Sometimes Rarely Never
Resident Resident Resident Resident Resident
Facility 2023 25% 43% 32% 0% 0%
BC 2023 27% 47% 18% 5% 3%
64. Can get health services needed
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 33% 44% 53% 30% 10% 22% 3% 4% 0% 0%
2017 50% 42% 42% 39% 8% 14% 0% 6% 0% 0%
BC 2023 38% 46% 42% 38% 13% 12% 4% 3% 2% 1%
2017 37% 49% 42% 39% 14% 10% 5% 2% 2% 0%

Staff-Resident Bonding

65. Staff knows life story of resident
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 14% 18% 28% 23% 21% 50% 21% 5% 17% 5%
2017 8% 9% 24% 36% 24% 39% 20% 12% 24% 3%
BC 2023 10% 12% 25% 37% 27% 35% 19% 13% 21% 3%
2017 10% 11% 23% 38% 27% 34% 18% 13% 22% 4%
66. Staff make time for friendly conversation with resident
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 21% 22% 24% 44% 21% 30% 31% 4% 3% 0%
2017 19% 11% 42% 57% 27% 26% 12% 6% 0% 0%
BC 2023 17% 24% 31% 37% 30% 29% 14% 8% 7% 1%
2017 17% 25% 29% 41% 32% 26% 14% 7% 9% 1%
67. Staff ask how to meet resident needs
  Always Most of the time Sometimes Rarely Never
Resident Resident Resident Resident Resident
Facility 2023 30% 19% 30% 19% 4%
2017 15% 39% 27% 12% 8%
BC 2023 17% 32% 25% 15% 11%
2017 17% 31% 27% 13% 13%
68. Residents have a staff member they consider a friend
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 40% 17% 33% 35% 17% 26% 3% 17% 7% 4%
2017 33% 27% 33% 49% 23% 6% 7% 15% 3% 3%
BC 2023 23% 21% 33% 32% 23% 29% 10% 11% 12% 7%
2017 26% 25% 32% 37% 22% 25% 9% 9% 11% 5%
69. Have special relationship with staff
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 15% 10% 22% 29% 37% 33% 11% 19% 15% 10%
2017 12% 19% 52% 34% 12% 19% 12% 22% 12% 6%
BC 2023 15% 16% 22% 26% 20% 33% 16% 15% 27% 10%
2017 15% 18% 22% 29% 20% 30% 15% 14% 28% 8%
70. Staff tries to understand feelings
  Always Most of the time Sometimes Rarely Never
Resident Resident Resident Resident Resident
Facility 2023 23% 39% 26% 3% 10%
2017 27% 46% 15% 12% 0%
BC 2023 19% 39% 24% 11% 8%
2017 18% 38% 26% 10% 8%
71. Have same care aide most weekdays
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 4% 5% 39% 36% 35% 41% 19% 9% 4% 9%
2017 6% 24% 44% 21% 6%
BC 2023 12% 7% 38% 43% 24% 36% 17% 12% 9% 3%
2017 13% 9% 38% 44% 24% 31% 16% 12% 9% 4%

Communication with Residents and Family

Effective communication between residents, frequent visitors and staff is important for both the residents and family members to feel heard, respected and be kept informed by care staff and management. This can range from receiving information about what is happening in the care home, knowing who to talk to, being kept informed about the resident’s care and opportunities to be involved in resident and family councils. This set of questions measures the residents’ and frequent visitors’ perception of their communication experience with the care home.

Communication

72. Resident gets enough information about what is happening in care home
  Always Most of the time Sometimes Rarely Never
Resident Resident Resident Resident Resident
Facility 2023 32% 32% 18% 18% 0%
BC 2023 24% 40% 19% 12% 6%
73. Resident knows who to talk with about what is happening in care home
  Always Most of the time Sometimes Rarely Never
Resident Resident Resident Resident Resident
Facility 2023 32% 29% 21% 11% 7%
BC 2023 30% 36% 16% 9% 8%
74. FVs receive enough information
  Always Most of the time Sometimes Rarely Never
FV FV FV FV FV
Facility 2023 44% 44% 8% 0% 4%
BC 2023 45% 37% 12% 5% 2%
75. FVs get enough information about what is happening in the care home by ... (CHECK ALL THAT APPLY) FV 2023
Facility BC
Emails from the care home 48% 45%
Letters sent by mail from the care home 8% 6%
Automated phone calls from the care home 0% 1%
Personal phone calls or messages from the care home 32% 30%
Any of the above from my family member or friend 6% 4%
I look for information posted on the care home website 0% 4%
I look for information on the care home's social media (Facebook, Twitter, Instagram, etc.) 0% 1%
Other, please specify: 4% 7%
I do not get information about what is happening in the care home 2% 2%
76. Information FVs receive gives peace of mind about care
  Always Most of the time Sometimes Rarely Never
FV FV FV FV FV
Facility 2023 44% 40% 12% 4% 0%
BC 2023 40% 39% 15% 5% 1%
77. FVs know who to contact for information
  Always Most of the time Sometimes Rarely Never
FV FV FV FV FV
Facility 2023 42% 50% 0% 8% 0%
2017 43% 22% 27% 5% 3%
BC 2023 53% 32% 10% 4% 2%
2017 57% 32% 9% 3% 1%
78. Staff encourage FVs to ask questions
  Always Most of the time Sometimes Rarely Never
FV FV FV FV FV
Facility 2023 27% 27% 23% 23% 0%
BC 2023 31% 24% 21% 15% 9%
79. Staff explain things to FVs in a way they can understand
  Always Most of the time Sometimes Rarely Never
FV FV FV FV FV
Facility 2023 50% 46% 0% 4% 0%
BC 2023 50% 33% 12% 3% 2%
80. Staff keep FV up to date
  Always Most of the time Sometimes Rarely Never
FV FV FV FV FV
Facility 2023 32% 32% 16% 20% 0%
2017 28% 31% 22% 17% 3%
BC 2023 33% 33% 19% 10% 4%
2017 44% 35% 13% 6% 2%
81. Staff give me enough information about ... (CHECK ALL THAT APPLY) FV 2023
Facility BC
Any concerns or issues with my family member or friend 24% 24%
Anything that has changed for my family member or friend 19% 20%
My family member or friend's physical health issues 21% 21%
My family member or friend's emotional health status or mood 14% 15%
A story or anecdote about my family member or friend 9% 9%
How my family member or friend has been spending their time/activities 14% 12%
82. FV is involved as much as they want in care decisions
  Always Most of the time Sometimes Rarely Never
FV FV FV FV FV
Facility 2023 39% 35% 17% 9% 0%
2017 49% 26% 9% 9% 9%
BC 2023 53% 31% 11% 4% 1%
2017 58% 30% 8% 3% 1%
83. FVs have information they need about family member or friend's health status
  Always Most of the time Sometimes Rarely Never
FV FV FV FV FV
Facility 2023 31% 42% 23% 4% 0%
BC 2023 37% 39% 16% 6% 2%
84. Participates in care decisions about family member or friend
  Always Most of the time Sometimes Rarely Never
FV FV FV FV FV
Facility 2023 48% 22% 17% 9% 4%
BC 2023 50% 30% 15% 4% 2%
85. FV is consulted when care needs or health status changes
  Always Most of the time Sometimes Rarely Never
FV FV FV FV FV
Facility 2023 32% 40% 12% 4% 12%
2017 41% 24% 9% 15% 12%
BC 2023 46% 29% 15% 6% 4%
2017 49% 27% 12% 7% 5%
86. FV is consulted when medications change
  Yes No
FV FV
Facility 2023 80% 20%
2017 41% 59%
BC 2023 68% 32%
2017 65% 35%

Resident and Family Councils

87. FV informed about the Family Council (CHECK ALL THAT APPLY) FV Facility FV BC
2023 2017 2023 2017
Yes, by a staff member 29% 64% 43% 56%
Yes, by a family member of another resident 0% 9% 4% 5%
Yes, I saw a poster or brochure 19% 33% 17% 20%
No, I am not aware of a Family Council 52% 9% 36% 26%
88. If aware, FV attends Family Council
  Always Most of the time Sometimes Rarely Never
FV FV FV FV FV
Facility 2023 0% 0% 0% 27% 73%
2017 19% 13% 7% 19% 42%
BC 2023 11% 10% 16% 16% 47%
2017 21% 11% 15% 15% 38%

Social Connections

Social connectiveness is an important part of emotional health but can be challenging for long-term care residents as they have moved from their own home and community and may have challenges due to concerns such as dementia, hearing and vision loss or mobility limitations impeding participation in group activities. Residents need opportunities to have meaningful relationships with care home staff, other residents and visitors. This set of questions examine the resident’s social interactions by asking about activities, personal relationships and visiting experience.

Activities

89. Enjoyable things to do on weekends in this care home
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 7% 0% 18% 36% 29% 41% 39% 14% 7% 9%
2017 25% 6% 29% 24% 17% 50% 25% 18% 4% 3%
BC 2023 11% 9% 26% 27% 26% 34% 20% 20% 17% 9%
2017 11% 10% 25% 29% 28% 31% 18% 20% 18% 10%
90. Enjoyable things to do in evening in this care home
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 4% 0% 25% 23% 25% 41% 36% 23% 11% 14%
2017 18% 6% 27% 9% 18% 27% 23% 41% 14% 18%
BC 2023 10% 7% 24% 21% 26% 31% 21% 28% 19% 14%
2017 11% 7% 23% 20% 28% 31% 20% 28% 18% 14%
91. Participated in meaningful activities in past week
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 16% 5% 13% 14% 19% 50% 32% 14% 19% 18%
2017 4% 3% 22% 44% 37% 18% 11% 21% 26% 15%
BC 2023 13% 11% 26% 24% 25% 33% 15% 20% 21% 12%
2017 12% 12% 24% 25% 28% 31% 16% 19% 20% 13%
92. Can participate in religious activities
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 28% 15% 28% 35% 20% 25% 4% 5% 20% 20%
2017 20% 47% 36% 30% 28% 13% 12% 0% 4% 10%
BC 2023 28% 35% 28% 25% 19% 20% 9% 9% 16% 12%
2017 32% 40% 25% 26% 20% 16% 8% 7% 15% 11%
93. Can spend time with like-minded residents
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 10% 13% 43% 35% 23% 35% 20% 9% 3% 9%
2017 19% 29% 35% 47% 19% 12% 19% 9% 8% 3%
BC 2023 18% 22% 30% 29% 26% 28% 15% 14% 12% 7%
2017 18% 24% 27% 32% 28% 24% 15% 13% 12% 7%
94. Can explore new skills/interests
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 11% 5% 41% 14% 22% 50% 0% 18% 26% 14%
2017 4% 12% 40% 27% 12% 35% 24% 12% 20% 15%
BC 2023 12% 13% 23% 20% 26% 32% 19% 21% 21% 15%
2017 13% 14% 20% 22% 27% 29% 19% 21% 21% 14%

Personal Relationships

95. Another resident is close friend
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 16% 9% 19% 27% 16% 14% 26% 18% 23% 32%
2017 11% 3% 30% 14% 15% 20% 22% 26% 22% 37%
BC 2023 15% 6% 19% 9% 19% 21% 16% 23% 31% 41%
2017 15% 6% 18% 12% 21% 21% 16% 24% 30% 37%
96. People to do things with
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 14% 4% 14% 17% 25% 30% 25% 26% 21% 22%
2017 12% 0% 20% 9% 28% 43% 20% 23% 20% 26%
BC 2023 10% 5% 20% 12% 26% 30% 19% 27% 25% 26%
2017 10% 5% 17% 12% 28% 30% 19% 28% 26% 25%
97. People ask resident for help/advice
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 4% 0% 18% 5% 25% 19% 29% 38% 25% 38%
2017 7% 0% 15% 3% 33% 32% 22% 32% 22% 32%
BC 2023 6% 2% 12% 3% 31% 20% 20% 28% 31% 47%
2017 6% 2% 11% 3% 33% 21% 21% 28% 30% 46%
98. Have opportunities for affection/romance
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 8% 0% 19% 14% 19% 18% 19% 27% 35% 41%
2017 0% 3% 4% 9% 17% 11% 17% 23% 63% 54%
BC 2023 5% 3% 7% 5% 13% 14% 18% 20% 57% 58%
2017 7% 3% 8% 7% 14% 15% 15% 21% 57% 54%
99. Easy to make friends in care home
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 19% 5% 35% 23% 15% 32% 27% 32% 4% 9%
2017 14% 14% 45% 17% 17% 31% 14% 23% 10% 14%
BC 2023 16% 7% 33% 18% 25% 29% 15% 26% 12% 19%
2017 18% 8% 32% 22% 25% 29% 15% 24% 11% 16%
100. Treated with respect by other residents
  Always Most of the time Sometimes Rarely Never
Resident Resident Resident Resident Resident
Facility 2023 36% 39% 21% 4% 0%
2017 41% 41% 11% 0% 7%
BC 2023 33% 47% 14% 3% 3%
2017 34% 43% 16% 4% 3%

Visiting Experience

101. Family/friends can visit when they choose
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 50% 44% 23% 44% 20% 13% 7% 0% 0% 0%
2017 67% 26% 0% 4% 4%
BC 2023 55% 68% 32% 26% 8% 3% 3% 1% 2% 1%
2017 66% 24% 6% 2% 2%
102. Comfortable places to visit with family and friends
  Always Most of the time Sometimes Rarely Never
Resident FV Resident FV Resident FV Resident FV Resident FV
Facility 2023 32% 48% 32% 17% 28% 26% 8% 9% 0% 0%
BC 2023 44% 51% 35% 31% 12% 12% 5% 5% 3% 2%
103. When I visit with my family member or friend, I assist with ... (CHECK ALL THAT APPLY) FV 2023
Facility BC
Personal care, such as help to the toilet, bathing, and dressing 10% 7%
Grooming, such as hair combing, shaving, nail care 17% 16%
Mealtimes, such as helping with eating or encouraging my loved one to eat 17% 15%
Taking my family member/friend for walks or doing exercise with them 22% 21%
Reading to my family member/friend and/or helping them keep up with current events 15% 15%
Taking my family member/friend out for appointments and/or social outings 15% 18%
Other 5% 8%
104. FV trusts staff will assist family member or friend when FV is not able to be there
  Always Most of the time Sometimes Rarely Never
FV FV FV FV FV
Facility 2023 39% 44% 13% 4% 0%
BC 2023 48% 32% 14% 4% 2%
105. During periods of visit restrictions imposed during the pandemic (CHECK ALL THAT APPLY) FV 2023
Facility BC
I was a designated visitor 50% 53%
I was not a designated visitor 15% 5%
I was an essential visitor 25% 31%
I was not an essential visitor 0% 3%
My family member/friend did not have an essential visitor designation 10% 8%
106. FV believes every resident living in a BC care home has the right to identify an essential visitor who can visit even when public health orders restrict other visitation
  Yes No
FV FV
Facility 2023 100% 0%
BC 2023 97% 3%
107. How often do you visit your family member or friend in person in this care home? FV 2023
Facility BC
Several times a week 35% 46%
Once a week 22% 26%
2-3 times a month 26% 12%
Once a month 4% 7%
A few times a year 13% 9%
108. How far do you live from the care home? FV 2023
Facility BC
About or less than a 15 minute drive 39% 50%
About a 30 minute drive 9% 23%
About a 45 minute drive 13% 8%
About a 1 hour drive 4% 5%
About a 1.5 hour drive 13% 3%
About a 2 hour drive 0% 1%
More than a 2 hour drive 22% 12%
109. How often do you visit your family member or friend in this care home virtually? FV 2023
Facility BC
Several times a week N/R 47%
Once a week N/R 22%
2-3 times a month N/R 10%
Once a month N/R 7%
A few times a year N/R 15%