Client Community Experience Committee

Purpose

• To hear the client and community voice in planning and delivery of high quality, inclusive services at CRCHC

• Engage clients and community to identify gaps in service delivery 

• Ensure diverse, inclusive and equitable services for all residents in North Leeds 

• To respond to community needs and provide a feedback loop to the community

• To advance client engagement and client and family centred care in all services provided at CRCHC. 

Responsibilities and opportunities 

• The committee members serve in an advisory capacity making recommendations on matters that impact on the experience of clients and families. 

• To provide a forum for clients and families to identify opportunities to improve the quality of care and to participate in quality improvement initiatives at CRCHC

• To promote opportunities for collaboration among clients, families, and staff at CRCHC

• To promote the inclusion of all community voices in CRCHC decision-making

• To share personal experiences in the health system for the purpose of evaluating and improving the client and family experience for people living in Rural Rideau Lakes Township and the Village of Westport

• To actively promote and create new and unique opportunities for communication, collaboration and partnering among clients, families and staff

• To provide advice on communication and stakeholder engagement strategies 

Accountability and reporting relationships

The Client Community Experience Committee reports to the Board of Directors (as per bylaw[1]) quarterly. The Staff Liaison will provide a report quarterly at the Full Staff meeting.  Committee activities and recommendations will be shared and coordinated with the Continuous Quality Improvement Committee. 

Members

Members of the Committee will include

• 4 to 6 patient/family representatives 

• 1 senior management representative – Executive Director

• 1 clinical representative

• 1 staff liaison - Director of Programs and Services 

• 1 Board Member

All members are expected to 

• Participate in at least 3 meetings per year of 1.5 – 2 hours each

• Participate in projects between meetings 

• Inform the co-chairs or staff liaison if they will miss a meeting 

Term

2 years  

Selection

In identifying client and family advisors, consideration will be given to individuals who have demonstrated an interest in partnering with providers in their care or the care of their family member, offered constructive ideas for change and who have a special ability to help staff and providers better understand the client or family perspective.

The selection process will include a recruitment strategy and a process provide to for applicants to ask questions about CRCHC as well as for CRCHC to learn more about the skills, interests, and experiences the applicant brings to the role[2].

Clients and family members qualifications

• A client or family member of a client at CRCHC in the past 3 years 

• Respects diversity and differing opinions 

• Respects privacy and confidentiality 

• The ability to share personal experiences in ways that others can learn from them.

• The ability to see the “big” picture.

• Interested in more than one agenda issue.

• Demonstrated commitment to partnership and collaboration.

• The ability to listen and hear other points of view.

• The ability to connect with people.

• Interest in improving health care

General requirements

Screening of Volunteers policy (VOL-04)

Reimbursement and compensation

In order to ensure diversity in the Committee, consideration will be given to barriers to participation and a stipend may be offered to a client or family member to offset expenses incurred in association with their work with the Committee. These payments typically range from $12 - $25 per meeting. 

Staff and board members 

·      Executive Director

·      Director of Programs & Services

·      Clinical Representation

·      Board Member

Officers 

Co-chairs

The Client-Community Experience Committee will elect two co-chairs, one from among its patient and family members and the second from the Board of Directors. One co-chair will be elected for a two-year term every year at the September meeting[3]. Chairs can serve for a maximum 2 terms.

Qualifications

• An understanding of the roles and responsibilities of the Client Community Experience Committee 

• Ability to provide democratic leadership for the Committee 

• Ability to represent the collective voice of the Committee inside CRCHC and in the community

• Desire to work constructively with staff and other Committee members

• Is respectful of difference and supports the inclusion of all voices at the table

Duties

• Call and chair meetings 

• Develop the meeting agenda with the Staff Liaison 

• Review and revise meeting minutes 

• Communicate with committee members 

• Confer with the Executive Director and Management Team on matters related to the committee’s work 

• Contribute to an annual report summarizing the committee’s activities and achievements during the year 

Meetings

Frequency

The Client Community Experience Committee will meet at least 4 times a year of 1.5 to 2 hours each. 

Committee members will have the ability to attend meetings virtually or in person 

There is as estimated 4 to 6 hour of project time, in addition to the meetings, each year. 

Decision-making

This Committee is responsible for decisions and activities as delegated by the board. The Committee will strive for consensus and will use voting when there is no clear agreement.

Quorum

At least 60% of the community members (non-staff) must be present for a meeting to take place.  

Minutes

The staff liaison will be responsible for distributing minutes 2 weeks prior to each meeting. Minutes will be sent by email to all members of the Committee and will be available to board members upon request.

Records retention

The Committee’s records are governed by CRCHC’s Records Retention Policy (ADMIN-01).

Review

The Committee will review these terms of reference every year by September and approve any revisions.