Welcome!

 

    Hello Surveyors!

    Welcome to your communication hub.

    On this page you will find past and current surveyor communications, important HSO/AC updates on different initiatives, your education webinar series schedule, useful tips on being a surveyor and other valuable information to keep you in the loop.

    Click here for the list of webinars

    WHAT’S NEW?

     

    April Surveyor Communication- April 15, 2021

    As always Accreditation Canada continues to monitor the ever-changing pandemic situation. Surveys are continuing to move forward, primarily in a virtual capacity with local surveyors to fulfill requests for on-site surveys to minimize travel. Some client organization continue to request we move forward with on-site assessments, however, as communicated last week the on-site component of Canadian surveys has been paused from April 12-May 8, 2021. With lock downs being imposed in some provinces and specific geographic jurisdictions, there continues to be some movement on the survey front with some surveys postponed to the fall or beyond. Surveyor deployment planners and Accreditation Canada leads/advisors remain in contact with surveyors to mitigate these changes. We continue to anticipate a high volume of surveys this fall.

     

    Reminder- COVID Vaccination Support Letter 

    As a reminder Accreditation Canada has prepared a letter of support for COVID vaccinations available on the surveyor portal HERE.  This letter describes the important role that Accreditation Canada surveyors play in quality improvement and patient safety through accreditation surveys. It indicates that surveyors have contact with staff, patients, and families receiving health care services. Some surveyors have informed us that in presenting this letter to their local public health unit, they were able to obtain vaccination through a priority vaccination group. As COVID vaccination programs pick up pace, we are beginning to see more and more surveyors receiving their vaccinations.  At the town halls in March, 29% of English-speaking surveyors had received vaccinations and 47% of French-speaking surveyors had received their vaccinations.

    Please reach out to surveyors@accreditation.ca if you have any questions or need any further support from Accreditation Canada to ensure you receive your vaccination in a timely manner.

     

    Passwords for the Surveyor Portal

    To strengthen cyber security, Accreditation Canada is implementing changes to surveyor passwords for the surveyor portal starting April 30, 2021.  This will ensure more secure access to the surveyor portal and Canadian AccrediRate systems.  On this day, all passwords for the surveyor portal will be flagged for a reset.  The next time you attempt to login to the surveyor portal, you will be asked to provide your email address that is associated to your surveyor profile.  A link will then be sent to your email address to create a new password.  This link is only valid for 10 minutes.  New password requirements include:

     

    • Minimum length of 8 characters
    • Cannot reuse an old password
    • May not contain your username or entire display name
    • Must contain:
      • A minimum of one uppercase letter (A-Z)
      • A minimum of one lowercase letter (a-z)
      • A minimum of one base 10 digit (0-9)
      • A minimum of one special character (ex. !, @,#, $, etc.)

     

    Please note that changing your password for the surveyor portal also changes your password for the Canadian AccrediRate website. If you are having difficulty with your password reset please contact the Customer Engagement Centre (CEC) at 1-866-333-3346 or 1-613-247-3056, or via email at support@healthstandards.org.

     

    Surveyors are encouraged to access the surveyor portal and update their password well before their next survey to ensure there is adequate time to obtain support via the CEC and ensure timely access to AccrediRate for surveyors.  As of April 30, the Surveyor Secretariat will no longer be able to provide forgotten passwords to surveyors as they will now be kept in an encrypted database, you will need to click on the “forgot your password” link on the surveyor portal login page to follow the steps above and reset your password.

    At the same time as the password launch, CAPTCHA will also be deployed on the surveyor portal login page.  CAPTCHA is used on many websites and will require surveyors to click a box confirming they are not a robot; this will help prevent any future cyber attacks on Accreditation Canada’s systems.

     

    Surveyor Town Hall Summary

    In case you missed it, a recording of the surveyor town hall can be found in the Surveyor Learning Management system via a course called Surveyor Town Halls 2021.  You can login to the SLMS HERE.  If you did not receive your invitation to the SLMS or need assistance accessing the system, please send an email to surveyors@accreditation.ca.  Along with the recording, a summary of the virtual surveying evaluation results shared during the town hall is posted as a reference document below the recording.

     

    On behalf of the Surveyor Secretariat team, we thank you for your commitment and work in helping us unleash the power and potential of people who share our passion for achieving quality health services for all.

     


    Accreditation Canada Surveyor March Update- March 9, 2021

    As always Accreditation Canada continues to monitor the ever-changing pandemic situation. Surveys are continuing to move forward, primarily in a virtual capacity with local surveyors to fulfill requests for on-site surveys to minimize travel. Some client organizations have found benefits to undergoing a survey during a pandemic and are continuing to share their survey experience during a pandemic. There continues to be some movement on the survey front with some surveys postponed to the fall or beyond. Surveyor deployment planners and Accreditation Canada leads/advisors remain in contact with surveyors to mitigate these changes. We continue to anticipate a high volume of surveys this fall.

    COVID Vaccination Support Letter

    As COVID vaccination programs roll out across Canada, we have had questions from surveyors on whether Accreditation Canada can assist surveyors to obtain their COVID vaccination.  National priorities for vaccination have been set according to the National Advisory Committee on Immunization (NACI) framework which is being applied by provinces and local public health agencies and while we cannot directly assist surveyors to obtain vaccinations, we can provide some assistance. Most of our surveyors will receive their COVID vaccinations through their employer, however, surveyors that do not work in direct care facilities will rely on community vaccination programs to obtain their COVID vaccination.  In these cases, Accreditation Canada can provide a letter that may assist surveyors in obtaining an earlier vaccination. This letter, posted on the surveyor portal, identifies that Accreditation Canada surveyors have contact with staff, patients, and families receiving health care services.  Some surveyors have been able to present this letter to their local public health unit to help identify them as persons who have exposure to patients and may belong in a priority vaccination group.  Please reach out to surveyors@accreditation.ca if you have any questions or need any further support from Accreditation Canada to ensure you receive your vaccination in a timely manner.

    Accessing Support During Surveys

    A quick reminder that if you are having difficulties using Teams or experiencing any technical issues during your virtual or on-site survey your first point of contact is our technical support service.  Technical support is available daily from 830 am to 10 pm EST.  If your survey is on the west coast, extended technical support Technical support hours can be requested until 12 AM EST. Technical support can be reached in the following ways:

    1. By Email: support@healthstandards.org
    2. By Telephone:
    3. In Canada: 1-866-333-3346
    4. International: 1-613-247-3056
    5. Within Microsoft Teams:
      1. You may tag one of the three technical advisors by using the @ symbol and typing their name in the general channel of your survey or contact them directly in Teams. They are:
    6. Margorie Hélie
    7. Dominique Hélie
    8. Ahmed Ali

     

    Health Insurance Update

    Insurance Coverage for International Surveys

    All surveyors, both Canadian and internationally based, are covered by our Burns & Wilcox insurance policy when surveying outside of their home country.  A summary of this policy coverage can be found on the surveyor portal. *Please note that surveyors 75 and over are not covered as part of our Burns & Wilcox insurance policy. Surveyors 75 and over must purchase their own travel insurance that would cover them for the duration of their survey and can then submit the receipt as a survey expense.

    Insurance Coverage for National Surveys

    Canadians

    All surveyors who are surveying in Canada are covered for illness by their provincial health insurance plan as well as any extended health insurance provided by their employers or that they have purchased.  If a surveyor does not have extended health insurance, surveyors may purchase additional travel health insurance that would cover them for the duration of the survey and submit the receipt as a survey expense.

    Surveyors Residing Outside of Canada

    Most of our surveyors residing outside of Canada have health insurance through their national health plan and/or through employer provided insurance.  If a surveyor does not have such insurance that would cover them while surveying in their home country, the surveyor may purchase a travel insurance policy that would cover them for the duration of their survey. You may then submit the receipt for reimbursement as part of your survey expenses.

    On behalf of the Surveyor Secretariat team, we thank you for your commitment and work in helping us unleash the power and potential of people who share our passion for achieving quality health services for all.


    Submitting 2020 Surveyor expenses- January 12, 2021

    Please note that the deadline to submit any remaining 2020 survey expense claims is Friday January 15.  Please ensure your expenses are submitted by this date to ensure they are processed in time for year end.  Any expenses submitted after this date will be processed as 2021 expense claims and will appear on your 2021 tax documents. Accreditation Canada follows Canada Revenue Agency’s requirements and issues T4A’s to Surveyors each year for professional fees paid during the calendar year.  

     

    If you have any questions, please do not hesitate to contact us atsurveyors@accreditation.ca. On behalf of the surveyor secretariat team, we thank you for your commitment and work in helping us unleash the power and potential of people who share our passion for achieving quality health services for all.     


    The new Surveyor Learning Management System (SLMS)- Thursday, December 10, 2020

    The Surveyor Secretariat is very excited to share with you the upcoming launch of the new Surveyor Learning Management System (SLMS)!  Over the next 12-18 months, all surveyor education programs will become available on the SLMS.  This includes courses like surveyor orientation, webinar recordings, and new course offerings that will be developed directly in the new system.  The LMS helps facilitate both self-directed learning as well as instructor facilitated courses. It contains a virtual classroom which allows for in-person style approaches to virtual education, and breakout rooms for small working group activities.  The LMS is key to enabling the implementation of the new surveyor training visionSeveral new course offerings are being developed that we look forward to sharing with you in 2021! 

    While these new developments are exciting, the transition to the new SLMS will be done gradually starting with more straightforward course offerings to help everyone become familiar with the new system.  All 2020 surveyor webinars have been loaded into the SLMS.  Future webinar recordings will also be uploaded to the SLMS which will allow monitoring the completion of your ongoing surveyor training requirements for the Surveyor Certification Program.   

    What do surveyors need to do? 

    1. Complete your enrollment in the LMS as per instructions below. Please complete your enrollment by January 8, 2021. 
    1. Complete the mandatory Privacy training being offered by the HSO Privacy office by January 31, 2021.   
    1. Please ignore the instructions on the final slide of the Privacy course asking you to send a screenshot of the quiz score to the HSO Privacy office. 

    Enrollment in the LMS – instructions 

    In the next few days you will receive an email from d2lsupport@healthstandards.brightspace.com, the display name will be “System- No reply” letting you know you have been enrolled in the LMS.  You will then click on the link 1. “Set up password”.  This will allow you to set your own password for the LMS.  You can then log into the LMS by clicking HERE.  Click to access the LMS User Guide which will provide you with more guidance on how to use the SLMS and access the Privacy course.   

    If you have any questions or technical problems trying to access the LMS, please contact surveyors@accreditation.ca On behalf of the surveyor secretariat team, we thank you for your commitment and work in helping us unleash the power and potential of people who share our passion for achieving quality health services for all.   


    November communication – Friday, November 20, 2020

    Microsoft Teams Guide

    Please note that the Microsoft Teams guide has now been posted to the surveyor portal in the forms and policies section. Revisions to this guide are underway to incorporate the lessons learned and add an additional trouble shooting guide right at the start of the document to assist surveyors when they are having technical difficulties on survey. Please ensure that you review this guide prior to each survey you are conducting and that you have it handy during your survey so it can be your first point of referral if you experience technical difficulties during your survey.

     

    General Troubleshooting When Trying to Join a Meeting

    If you are having difficulties joining a Teams meeting, here are the steps to follow:

    1. Make sure you are signed into Teams using your guest account email and password you set when you were invited to the Teams group.
    2. If time is pressing, you can call into the meeting using the call-in number included in the meeting invite. NOTE: this option will not work if there is only 1 surveyor attending and by phone, as no one will be able to admit the other attendees.
    3. You can try accessing the meeting from another Teams app. For example, if using the web app, you can try the desktop app or the phone app, and vice-versa. You will still need to make sure you are signed into your guest account.
    4. You can try completely signing out of Teams and closing your web browser/desktop app. Signing back in can help resolve issues.
    5. If the problem persists, please contact the CEC Tech Support

     

    Document Review for Virtual Surveys

    Surveyors have noted that organizations participating in virtual survey activities are uploading many documents to the Teams site. Please note that surveyors are not expected to review all documents and should only review those documents that will be pertinent to the tracers they will be assessing. Virtual tracers continue to be conducted in the same manner as in-person tracers in that they consist of both document review, but mainly tracer activities where surveyors speak with staff, patients, and families.

    Closing Surveys in AccrediRate

    Accreditation Canada wanted to provide additional clarification on when surveyors need to leave a survey open in AccrediRate or close the survey at the end of the on-site survey.

    For Canadian Surveys:

    Full on-site surveys: Close survey and follow all normal end of survey activities. Report left on-site.

    Synchronous Hybrid Surveys (virtual and on-site portion happen at the same time): Close survey and follow all normal end of survey activities. Report left on-site.

    Asynchronous Hybrid Surveys (virtual survey this fall and on-site survey in 2021): Close survey and follow modified end of survey processes for an informal leadership debriefing.  No report left on-site.

    The informal leadership debrief can include a PowerPoint presentation if surveyors would prefer. It should be high level and not get into the granular detail of the survey findings as all criteria have not yet been rated. Surveyors should also not reveal in specific detail which criteria were and were not rated.  Further guidance can be provided by your Accreditation Canada client engagement team if required.

    For International Surveys:

    Full on-site surveys: Close survey and follow all normal end of survey activities. No report left on-site.

    Synchronous Hybrid Surveys (virtual and on-site portion happen at the same time): Close survey and follow all normal end of survey activities. No report left on-site.

    Asynchronous Hybrid Surveys (virtual survey this fall and on-site survey in 2021): Do NOT close survey and follow modified end of survey processes for an informal leadership debriefing. No report left on-site.

    The informal leadership debrief can include a PowerPoint presentation if surveyors would prefer. It should be high level and not get into the granular detail of the survey findings as all criteria have not yet been rated. Surveyors should also not reveal in specific detail which criteria were and were not rated.  Further guidance can be provided by your Accreditation Canada Project Officer if required.

    Surveyor Continuing Education and Survey Preparation Level of Effort

    As part of the preparation for the return to surveying during the pandemic and the introduction of virtual surveying, surveyors have been asked to attend several education sessions and read multiple information guides. In addition, to this more formal preparation we know that many surveyors have been investing additional time in extra preparatory meetings to familiarize themselves with MS Teams.

    Part of the role of a surveyor is maintaining currency with the accreditation program and assessment methods, and this fall, this has required additional time and preparation by surveyors. Accreditation Canada is aware of this extra time being invested by surveyors as they begin surveying again, and we appreciate your dedication and investment. It is anticipated that this will be a one-time investment of time as we ramp up and begin surveying under this new model. We will continue to monitor the time being invested by surveyors in virtual surveys and will adjust the expected level of effort required by surveyors if a sustained increase in workload is noted. Your continued dedication and commitment to Accreditation Canada is greatly valued and appreciated.

    Virtual Surveying- Tips for keeping you safe from Cyberattacks

    With Surveyors participating in virtual surveys and using their computers and email in new and more in-depth ways, we wanted to pass along some tips to help keep you and your computer secure.

    1. Do not click links or download attachments from emails that you weren’t expecting, raise any sort of suspicion or from contacts not already in your contact list.
    2. Hover over the link to see the URL and even if it still looks normal, type the domain into your browser using https.
    3. Tips to spot a scam:
    4. Misspelled words
    5. Strange or big requests
    6. Website is “off” and bare boned:
    7. Website is “unsecure” (Look for the lock icon in your address bar)
    8. Missing footer and navigation

    iii. Misspelled words

    iiii. No contact information

    1. Be skeptical and ask a follow-up question for clarification.
    2. Be careful about the info you share on social media, oversharing can be used to target you.
    3. Keep software up to date.
    4. Make sure any passwords are up to high security standards.

    Above all else, don’t click the link if you are not certain it is safe.

     

    The Surveyor Learning Management System is coming!

    In a few weeks you will receive an invitation to join our new Surveyor Learning Management System (SLMS).  This exciting new tool will allow for a more robust delivery of education products to our surveyors and ensure a complete education record for everyone. It will also allow surveyors to connect with each other directly via message boards and has a virtual classroom that will be utilized in upcoming surveyor training. Over the next 12-18 months all surveyor training and webinars will be transferred to this new system. Watch your inbox for the invitation along with a quick reference guide on how to use the SLMS!

    Expenses for Meals

    Please note that all expense claims for meals while on survey, whether it be restaurants, food delivery, or grocery expenses must be accompanied by a receipt when being submitted for reimbursement. This is to ensure our finance department complies with all Canada Revenue Agency requirements for audit.  If actual receipts are lost or misplaced, a credit card statement is an acceptable substitute.

    Infection Prevention and Control Webinars now available with French Closed Captioning

    Please note that the first of the two Infection Prevention and Control (IPAC) webinars given in September 2020 is available for viewing on the Surveyor Communication Hub. IPAC in Long Term Care and Community now has additional French closed captioning to share the valuable information and tips for assessing difficult to assess IPAC criteria with our francophone surveyors. IPAC in Acute Care and Health Systems will become available later this fall. Keep your eyes on the communication hub for the next webinar in this series!

    Maintenance of Currency Requirements for 2020

    This is just a quick reminder to our Fellow and Senior Fellow surveyors that the Professional Development Record is to be submitted to surveyors@accreditation.ca by December 31, 2020. A copy of the form is available for download on the surveyor portal in the Maintenance of Currency tab.

    Surveyor Town Hall- December 7 (EN) and December 14 (FR)

    Please join us for the next Surveyor Town Hall! Connect with your fellow surveyors and receive important updates from Accreditation Canada. Topics for this town hall include looking ahead to 2021, and an overall update. Please join Leslee Thompson, Chief Executive Officer, Asmita Gillani, Executive Director, Canadian Accreditation, Katerina Tarasova, Executive Director International Accreditation and EQual and other members of the Accreditation Canada leadership team for this exciting update!

     

    Surveyor Town Hall

    December 7, 2020 @ 11am

    Please register HERE

    Assemblée générale des visiteurs

    Le 14 décembre 2020 à 11h00

    Enregistrer ICI

     

    If you have any questions, please do not hesitate to contact us at surveyors@accreditation.ca. On behalf of the surveyor secretariat team, we thank you for your commitment and work in helping us unleash the power and potential of people who share our passion for achieving quality health services for all.


    Pandemic Update & Surveyor Town hall- October 26 2020

     

     Pandemic Update 

    We recognize that the pandemic situation is changing on a daytoday basis with certain regions, in Canada and internationally, experiencing more significant outbreaks as the second wave of COVID-19 becomes more prevalent. The Surveyor Secretariat team is monitoring this situation, as well as directives from public health officials, for guidance on how to best proceed with fall surveys. As we continue to work directly with both surveyors and client organizations, to assess risks and better support them in their return to surveying, we are doing everything in our power to ensure this transition is as seamless as possible, and that the safety of staff, surveyors and patients remains top priority. 

    We also continue to receive feedback from surveyors and understand that each surveyor has their own risk tolerance for travel based on their individual situation. We continue to proceed with some on-site surveys where it is safe to do so, while also utilizing the virtual survey methodology to minimize the amount of travel and time spent on-site, while continuing to support the quality improvement efforts of our client organizations.   

    Surveyor Town Hall– December 7 (EN) and December 14 (FR) 

    Please join us for the next Surveyor Town Hall! Connect with your fellow surveyors and receive important updates from Accreditation Canada. Topics for this town hall include looking ahead to 2021, and an overall update. Please join Leslee Thompson, Chief Executive Officer, Asmita Gillani, Executive Director, Canadian Accreditation and other members of the Accreditation Canada leadership team for this exciting update! 

    Surveyor Town Hall 

    December 7, 2020 @ 11am 

    Please register HERE 

    Assemblé générale des visiteurs 

    Le 14 décembre 2020 à 11h00 

    Enregistrer ICI 

     

    If you have any questions, please do not hesitate to contact us at surveyors@accreditation.ca. 

     


     Surveyor Townhall Q & A- September 11 2020

     

    Q: Will there be a waiver that a surveyor has to sign if they have a positive COVID test from a survey site? 

    A: No, surveyors are not required to sign a waiver. Should a surveyor develop COVID symptoms while travelling to an onsite survey or during an onsite surveyAccreditation Canada would provide support and assistance to the surveyor (i.e. helping them make their way home, contacting public health for case tracking, etc.). Risks of acquiring COVID are mitigated through the proper use of PPE and IPC practices.  

    Q: Will documents mentioned during the presentation be on the Surveyor Portal? 

    A: All guides and documents are posted in the surveyor portal in the forms and policies section. 

    Q: Can a specific town hall meeting be organized to go over how on-site visits will be done pertaining to PPE, isolation rules etc.? 

    A: Two webinars will be offered, one will focus on infection prevention and control, the other on the virtual survey process and the use of Microsoft Teams. 

    Q: Will the training schedule be provided by HSO or do we have to chose options? 

    A: The invitations for training sessions have gone out for October surveys, surveyors will be trained in cohorts with October surveyors being trained first.  Invitations for November surveys will go out in mid-October. Invitations for the IPC Webinars have also been circulated to all surveyors. All sessions will be recorded and posted on the surveyor portal for those who are not able to attend in person.  

    Q: Do surveyors need to attend both IPC training sessions? Are these mandatory? 

    A: Surveyors must attend 1 or 2 of the webinars depending on which sectors they survey in (Community and Long-Term Care or Acute Care & Health Systems). The webinars will be recorded and posted on the portal for surveyors unable to attend live.  

    Q: How will we manage time differences that are extreme on virtual surveys 

    A: AC is working with client organizations to mitigate this as much as possible. However, surveyors that are participating as virtual surveyors on international surveys may have to participate in meetings either late at night or early in the morning.  Surveyor Deployment planners would have informed you of this when requesting your participation in the survey.  It is not unlike when you travel to the destination country and adjust to the local time zone.  Surveyors may rest during the day to make up for any lost sleep due to late night or early morning meetings.    

    Q: In terms of monitoring the numbers regrading COVID, what is the threshold to postpone or change a survey? 

    A: There is no threshold to postpone or change a survey.  Accreditation Canada follows the guidance of local public health officials and client organizations.  Local officials are intimately familiar with the local situation and circumstance and are best informed to provide guidance regarding the need to restrict access to sites.  

    Q: How have the surveyor travel policies changed to support surveyors duding this time? 

    A: The surveyor travel policy and travel emergency preparation and response policies have been reviewed and updated based on the most recent information from public health, the government of Canada, International SOS, and our travel partners.  Surveyors must review these revised policies on the surveyor portal. 

    Travel Policy

    Travel Emergency Preparation and Response

     

     Q: Have you developed a policy around the PPE required during the onsite surveys? 

    A: Accreditation Canada has not developed a specific policy on the use of PPE while on survey.  Information on the use of PPE can be found in the Return to Surveying Guide on the surveyor portal.  Surveyors should follow the guidance of client organization as to the specific PPE required at each site and ensure they follow local public health guidelines around the use of masks in public spaces. 

    Q: Can the surveyor secretariat provide more information on progress on incorporating patient surveyors into teams? 

    A: Patient surveyors continue to participate on survey teams where possible. The addition of the virtual methodology may provide additional opportunities for patient surveyors to participate on surveys. As we review the accreditation program, we will also be reviewing how we can maximize patient surveyor participation on surveys 

    Q: How about surveyors working at LTC facilities who might not pass the LTC screening after an on-site survey due to their travel history? The surveyor might have to be self-isolating for 14 days. 

    A: Each surveyor will need to decide for themselves if they are capable of self-isolating for 14 days following a survey.  Some surveyors have indicated that they are capable of doing so and are comfortable travelling. Surveyors will be notified by email if there are special requirements for the survey visits such as special visas or self-isolation requirements upon return and can make an informed decision based on their individual circumstance. 

    Q: If while on survey a surveyor is exposed to an infected person and ordered to quarantine for 14 days, how will that work? Will AC support surveyors if they are required to self-isolate while on survey? 

    AAccreditation Canada has a robust Travel Emergency Preparation and Response Policy which will help us guide our response to these situations.  Each situation is likely to be unique and surveyors will be supported to seek out local testing as well as supported to quarantine and seek medical attention as required. 

    Q: It might be helpful to receive some feedback from surveyors who are part of virtual surveys early this fall so we can learn from them for surveys further down the road. 

    A: Debrief calls will be set up with survey teams to gather feedback and lessons learned to help improve surveyor training and preparation instructions. 

    Q: Your August 21 communication noted that all 2020 and 2021 first quarter assignments would be distributed shortly. Has this been completed? 

    A: Survey assignments are ongoing.  The majority of fall 2020 assignments have been completed, however, there are still some last-minute assignments being filled.  Survey deployment planners are currently sending out assignments for Q1 2021.  There is some variation in progress of assignments by market with Acute and Health systems Q1 2021 assignments complete and Q2 2021 assignments currently in progress, as there is a low survey volume in Q1 2021 for that market.  For Community and Long-Term Care, Q1 2021 assignments should begin arriving shortly. 

     


    Surveyor Expense Claims

    All outstanding claims can continue to be mailed to the office:
    Attn: Finance
    1150 Cyrville Road
    Ottawa, ON
    K1J 7S9

    However, surveyors also have the option to submit electronically by emailing Kim Matter- Kim.Mattar@healthstandards.org.

    For any questions or concerns with regards to any outstanding payments, please email Kim.


    September surveyor communication- September 1 2020

     

    Surveyor Resource Guide Update 

    We are pleased to announce that all the main surveyor reference documents are now available on the surveyor portal.  These include: 

     •Return to Surveying During the COVID-19 Pandemic: A Guide for Surveyors  

    Infection Prevention and Control for Surveyors 

    Question and Answer Guide for Virtual Surveying: A Guide for Surveyors 

    Virtual and On-site Assessment Model: A guide for Canadian Accreditation Clients 

    Virtual and On-site Assessment Model: A guide for International Accreditation Clients 

     

    Please ensure you review these guides before you participate in your first survey this fall.  There are two additional documents that will be added shortly to support virtual activities, these include: 

    •Documentation lists for Canadian Surveys and International Surveys 

    •Guidelines for Participation in Virtual Accreditation Activities 

     

    Surveyor Town Hall- September 10 (EN) and September 17 (FR) 

    We’d also like to remind you about our upcoming Surveyor Town Hall, if you haven’t already registered please do so!  Connect with your fellow surveyors and receive updates from Accreditation Canada. Topics for this town hall include general HSO/AC updates, a presentation on the virtual and on-site assessment survey model, preparation and training information related to fall surveys and a question and answer session.  Please join Leslee Thompson, Chief Executive Officer, Asmita Gillani, Executive Director, Canadian Accreditation and other leadership members for this important update. 

     

    Surveyor Town Hall 

    September 10, 2020 @ Noon 

    Please register for this Zoom meeting HERE 

     

    Assemblé générale des visiteurs 

    Le 17 septembre 2020 à 10h30 

    Enregistrer ICI 

     

    Infection Prevention and Control Webinars for Surveyors 

    In addition to the Infection Prevention and Control Guide, two webinars will be held in September to provide additional insights and discussion on key topics in Infection Prevention and Control.  Join surveyors Dr. Kevin Gough and Anita Harris for these interactive sessions! Both webinars are mandatory but will be recorded and made available on the surveyor portal should surveyors not be able to join live  

    IPAC Webinar- Community and Long-Term Care  

    September 18, 2020 at 1130 am EDT 

    Register HERE 

    IPAC Webinar- Acute & Health Systems 

    Date coming soon! 

    Virtual Surveying Webinars 

    If you are participating on a survey that includes a virtual component, you will be invited to participate in a virtual surveying training session in late September.  Information on these sessions will be coming soon. 

     

    If you have any questions, please do not hesitate to contact us at surveyors@accreditation.ca.


     August surveyor communication- August 21, 2020

     

    Update on surveyor assignments and planning

     

    The Survey Deployment Planners have been busy sending surveyor assignments for 2020 and will begin sending 2021 assignments shortly.  2021 will be planned by quarters with first quarter assignments going out first, then second quarter, etc.  2021 planning for the fourth quarter aims to be complete by the end of March 2021.  This will enable a more responsive planning cycle and allow a more dynamic response to any potential changes in the pandemic situation.

     

    Surveyor Town Hall- September 10 (EN) and September 17 (FR)

     

    Please join us for the next Surveyor Town Hall!  Connect with your fellow surveyors and receive updates from Accreditation Canada. Topics for this town hall include general HSO/AC updates, an update on the Canadian Accreditation redesign and virtual surveys, and a question and answer session.  Please join Leslee Thompson, Chief Executive Officer, Asmita Gillani, Executive Director, Canadian Accreditation and other leadership members for this exciting update!

     

    Surveyor Town Hall

    September 10, 2020 @ Noon

    Please register for this Zoom meeting HERE

     

    Assemblé générale des visiteurs

    Le 17 septembre 2020 à 10h30

    Enregistrer ICI

     

    What to Expect when Returning to Surveying

     

    Accreditation Canada has prepared a Return to Surveying During the COVID-19 Pandemic: A Guide for Surveyors. This guide includes information on what to expect for fall surveys in terms of travel and preparation, hand hygiene and putting on (donning) and taking off (doffing) personal protective equipment. All surveyors must review this information prior to participating on surveys.

     

    Two additional guides will also be made available to surveyors, the first is a Question and Answer guide for virtual surveying which will provide surveyors with the information they need if they are participating on a survey with a virtual component.  Finally, the Infection Prevention and Control (IPC) guide for Surveyors will provide an overview of the IPC information that all surveyors are expected to be familiar with prior to returning to survey. Surveyors will be notified once these documents become available.

     

    There will also be two IPC webinars in September which will review critical information on IPC for surveyors as well as what to look for during the on-site survey to effectively assess the IPC tracer or validate ratings as a location-based surveyor.  

     

    Personal Protective Equipment for Surveyors

     

    In general, client organizations will provide PPE for surveyor use while on-site.  Surveyors in some selected sectors, such as Aboriginal Health Services, will be required to bring PPE with them to their on-site survey as these client organizations are unable to provide PPE.  Surveyors will be notified in advance of this requirements and can source their own PPE and then submit it as a survey expense.  If you are having difficulty locating PPE please contact surveyors@accreditation.ca Surveyors are expected to use their own masks while travelling and follow government directives regarding the use of masks at their destination.

     

    Virtual Surveys

     

    While the details are still being finalized, we know that some fall surveys will look a bit different. Some surveys will be full on-site surveys at the client’s request, and some will be a hybrid virtual and on-site where much of the administrative priority processes and leadership meetings will take place virtually.  More details will be provided in the Question and Answer guide for virtual surveying and the next Surveyor Town Hall.  Surveyors participating in virtual visits will be provided with training prior to their on-site survey.   Surveyors will be trained in cohorts and you will be contacted to participate in a just in time training session.

     

    Surveyor Recruitment

     

     With the influx of surveys and the different surveying models being used in 2021 we have opened recruitment for surveyors.

     

    We are asking your help to share the below opportunities with your professional networks and contacts. As we move through this evolving stage of health care, we need the expertise of individuals who are passionate in advancing quality and safety. 

     

    Surveyors- Long Term Care

    Surveyors- Hospital and Health Systems (physician)

    Surveyors – Aboriginal Health Services

    Surveyors- Home Care (RN)

    Surveyors – Health Care Professional, Substance Abuse and Gambling Addiction

    Surveyors- Hospital and Health Systems (RN)

     

    Other surveyor opportunities can be found here: LINK

     

    If you have any questions, please do not hesitate to contact us atsurveyors@accreditation.ca. On behalf of the surveyor secretariat team, we thank you for your commitment and work in helping us unleash the power and potential of people who share our passion for achieving quality health services for all.   

     


    Updated message from Accreditation Canada regarding COVID-19 – April 29 2020

    We are living in unprecedented times and our thoughts and best wishes are with you, your organizations, patients, and your staff as you overcome the challenges imposed by the pandemic. We are so grateful for our surveyors and your commitment to quality and safety, your contributions to keeping your communities safe and all you’re doing in our collective battle against COVID-19.

     

    We are inviting you to join us for a Surveyor Townhall:

    • English session: Thursday, May 14, 2020 at 10:00am EDT with Accreditation Canada CEO Leslee Thompson and Executive Director Asmita Gillani. To register, please click here
    • French session: Tuesday, May 19, 2020 at 1pm EDT with Nelea Lungo, Regional Director of Quebec and Atlantic and Sylvie Lachapelle, Director Surveyor Secretariat. To register, please click here

     

    The Surveyor Townhall is an informal gathering to hear your experiences and share our collective learnings throughout this pandemic. With your vast experience and knowledge, now more than ever we must work together to support new models of delivering care such as virtual care, infection prevention and control across the health and social service eco-system and reinforce best practices to keep our communities safe.

    At Accreditation Canada, we are closely monitoring Public Health and government directives to better plan our services going forward. Due to the current COVID-19 situation, we are extending the postponement of surveys until September 30, 2020.  At this stage we are planning to resume survey activities in October 2020, pending any changes in directives, the safety of our surveyors and taking into account the impact of COVID-19 on individual organizations.

    As a global leader in quality and safety, we are providing complimentary access to key standards and tools to support people working across every part of the health and social service system to use, so they can bring the best evidence and proven methods to the situation.

    In addition to some of our standards, guidance documents, webinars and practical toolkits, we are including resources from other partners that provide actionable guidance in this time of crisis. We will continue to add resources that make our standards easier to adopt and action, to help face the ongoing realities of COVID-19 in multiple care settings. You can access our suite of COVID-19 Resources here.

    If you would like to submit a question in advance of the Town Hall or have any questions, please contact surveyors@accreditation.ca.

     

    Thank you!

    Stay safe! Stay home! Together we can.

    Leslee Thompson, CEO & Asmita Gillani, Executive Director Canadian Accreditation

     


    A message from Accreditation Canada regarding COVID-19-  March 16th 2020

    Dear Surveyors,

    The health and safety of our staff, our surveyors and our clients remain our top priority in this evolving COVID-19 situation.

    Last week we advised you that all international surveys had been postponed and that all Canadian surveys would be scaled back due to evolving local and jurisdictional advisories. Today, Accreditation Canada has taken the additional step to postpone all on-site accreditation and education activities for the next three months.

    Our thoughts are with each you and your organizations during this challenging time and Accreditation Canada stands ready to support you in any way we can.

    Should you have any questions or concerns, please contact the Surveyor Secretariat for more information. We will continue to provide regular updates as the situation develops.

    Sincerely,

    Leslee Thompson, CEO


    Coronavirus (COVID-2019) (February 28th, 2020)

    Accreditation Canada continues to monitor the status of the coronavirus outbreak on a regular basis.  International assignments and travel will be reviewed, and survey plans modified if needed and advised by client organizations, International SOS, and/or the Government of Canada.  The links below can be used to monitor the situation and receive up to date information.  Accreditation Canada has a Travel Emergency Preparation and Response Procedure that would be followed in the case of a travel concern during a survey, this procedure can be found here on the surveyor portal.  Surveyors with specific survey questions should contact survey.schedule@accreditation.ca

    International SOS COVID-2019:

    Travel Restrictions

    Travel Advice

    WHO map of confirmed cases

    We will continue to use the Surveyor Communications hub on the Accreditation Canada website to keep you informed of the timelines for new assessment standards and other important program updates. This page is the primary source for information for surveyors.


    Coronavirus (2019 -NCOV) 

    As of Thursday January 30, 2020, the World Health Organization (WHO) has declared the global coronavirus outbreak as a public health emergency of international concern.  Accreditation Canada is monitoring the situation closely through regular updates provided by the World Health Organization (WHO), the Government of Canada, International SOS, and client organizations. At this time, no survey plans have been affected by the coronavirus outbreak. We encourage surveyors to follow the necessary precautions to protect themselves against viruses.

    As a preparatory measure, please review the Surveyor Accident, Medical Emergency and Safety Procedure before your next on-site survey. This procedure provides guidance should a concern such as an outbreak affect the on-site survey and includes an Incident form to be complete if an incident occurs. If you are concerned about any of your upcoming assignments, please contact surveyors@accreditation.ca and we will be happy to assist you.

    The following pages will provide surveyors with up to date information on the Coronavirus outbreak.

    Government of Canada Coronavirus Information Page

    Government of Canada Coronavirus Travel Information

    WHO Coronavirus Information Page


    Medication Management Standards Release 

    As an official Standards Development Organization (SDO) designated by the Standards Council of Canada (SCC), our affiliate, HSO, follows a rigorous standard development process.
    You will find the revised HSO standard that has gone through the Public Review process and has been approved by the relevant Technical Committee in HSO’s surveyor portal.

    The standards and supporting documents, including the ROP Handbook, and crosswalks are also  available on the  surveyor portal.  There will be a slight delay in the posting of the updated Surveyor Priority Process Protocol, we hope to make this document available by the end of March 2020. Surveyors will begin assessing client organizations against these new standards starting in 2021.

    We will continue to use the Surveyor Communications hub on the Accreditation Canada website to keep you informed of the timelines for new assessment standards and other important program updates. This page is the primary source for information for surveyors.


    New Surveyor Positions Open!

    We are currently recruiting health care professionals interested in becoming Accreditation Canada surveyors. If you have a colleague who would be an excellent candidate, we encourage you to them know of our needs. Interested candidates can consult our current surveyor openings. We are recruiting surveyors with the following expertise:

    For any questions please contact surveyors@accreditation.ca Thank you!


    Let’s Get Real: Patients Must be Partners – The HOW Edition

    If you want to know the hows of effective partnerships. Join Hélène Campbell, Leslee J. Thompson, Julie Drury and Heather Thiessen for a People Powered Health webinar as they get real with what effective engagement looks like.

    Together, Health Standards Organization (HSO), Accreditation Canada (AC) and the Canadian Foundation for Healthcare Improvement (CFHI) are inspiring positive change. The philosophy of people-centred care is woven throughout standards criteria, Leading Practice reviews, recognition awards and accreditation services.

    The four panelists will use common “must have” people-centred care partnership philosophies to illustrate what effective partnering can look like for you, wherever you are in the world.

    Attendees will learn:

    • How to unleash the power and potential of people
    • How to prepare for and create an environment that fosters quality engagement for positive change
    • What effective engagement looks like in practice at the individual, organizational and system levels
    • Identify and understand common pitfalls, misconceptions and how to evaluate quality patient and people-centred care
    • How you can work better with patients, providers, leaders and other stakeholders for shared purpose

    For more information about the content of the webinar and how to register to view it, please click on the following link.


    CAN/HSO 1001: 2019 Governance for Health Services – Public Review 

    The public review for the revision of HSO’s Governance for Health Services standard is taking place between January 15th and March 15th, 2020.

    Public reviews are an opportunity for anyone to review and comment on draft standards before they are published. HSO incorporates applicable feedback from public reviews into the final versions of standards.

    The updated CAN/HSO 1001:2019 Governance for Health Services standard includes a change to the title of the standard (formerly Governance) to provide more clarity on the scope. The updated standard will be applicable to health and social services organizations across the continuum of care and outlines the processes by which a governing body functions and its broad range of responsibilities.

    More details about what this review entails and where to provide feedback is in the following  link.  We look forward to your feedback on the Health Services standards.

    Tell us what you think 

    We are asking those who have an interest in governance for health services, such as people who have experience with related services, service providers or others that have expertise in this area, for their views on the proposed standard.

    Thank you for your consideration,

    Health Standards Organization (HSO)


    Webinar & Surveyor Certification Program Reminder

    Please note that recordings of all of this year’s webinars are available on the Surveyor Communication Hub.

    As a reminder, the 2019 surveyor certification program requires surveyors to attend or watch the recordings of a minimum of 2 webinars and all applicable mandatory webinars. We ask that surveyors watch the webinars to keep up to date on program updates and participate in order to ask questions and provide ongoing feedback. For any additional comments, questions or suggestions for future webinars please email: surveyors@accreditation.ca


    Ontario Health Teams
    Accreditation Canada understands that Ontario Health Teams (OHTs) and their populations are currently undergoing major transformation. To ensure there is continuous focus on quality, patient safety and risk mitigation strategies, we have come up with a suite of new services designed specifically towards OHTs. Please see link to briefing note for details.

    A cohort of surveyors will be recruited and trained to deliver these new offerings. If you have experience in service integration and system transformation and are interested in working with us on this initiative, please contact us at: surveyors@accreditation.ca.

    For further information as a client organization, please contact Suzanne Melnyk at Suzanne.melnyk@accreditation.ca.


    Feedback section on HSO/AC website
    Your feedback is important to us. Accreditation Canada has a feedback section on our website. To ensure your feedback is dealt with in an effective and timely manner, please submit your feedback in the contact section on the website and clearly identify if your feedback is about a ‘product’, ‘service’ or ‘other’. Your feedback may include what happened, where and when it happened, who was involved, what felt unfair and what would put things right? It could also include how a product or service is working for you or an experience you’ve had with an Accreditation Canada staff. The submission is reviewed within two business days and managed by the appropriate department depending on the feedback.


    Update contact information on portal
    A reminder to please ensure you update your contact information or any employment changes on the surveyor portal. This allows us to ensure we have the most up date information.


    Canadian Accreditation Job Posting

    Canadian Accreditation is searching for a Director, Canadian Accreditation, to join the Accreditation unit who shares our passion for achieving quality health services for all. The successful candidate will work out of Ottawa and come with an extensive background in the long-term care sector. To view job posting: LINK. Please share broadly with your contacts.


    Welcome to our new surveyors!

    We had a busy year onboarding and training new surveyors in different programs and countries.

    We had training sessions in Italy, Belgium and Quebec and successfully on-boarded and trained new certification surveyors and surveyors for our Stroke and Trauma Distinction program.

    Welcome new surveyors to the Accreditation Canada team 😊


    Corporate Traveller 

    Corporate Traveller has requested that when booking flights to please use Amy Brennan’s email: amy.brennan@corporatetraveller.ca .

    Calls are always welcome but it allows for clearer communication when booking flights.


    Follow-Up: Accreditation Canada Surveyor Portal

    We sincerely appreciate your continued patience as our team works to resolve technical issues, gradually restore functionality to the portal and enhance our cyber security systems.

    The remaining features to be restored include:

    • The ability to download or export priority process documents from AcrediRate; please use this link for a work around method.
    • Submitting expenses through the surveyor portal; please note expenses must be submitted manually. Specific survey expense forms will be provided for your surveys, as well as instructions found within the form.
    • You will receive information on how to submit your survey expenses with the pre-survey documentation package (for pre-survey teleconferences that have already occurred you will be contacted separately).
    • Every survey will have a unique expense form that identifies the Survey ID and the amount of professional fees to be paid.
    • You will be required to complete the form and return it by mail to the attention of Finance.
    • Note: on the form, you must indicate who the professional fees are being paid to (individual/corporate identity/employer)
    • Make sure to sign the form and attach all receipts
    • Surveyor Evaluations; the Surveyor Secretariat will be sending an email to those surveyors on survey to provide peer feedback.

    Once again we want to thank for your patience throughout this process, and remind you should you have any questions, please contact surveyors@accreditation.ca.

    Thank you.


    Important Message from HSO & Accreditation Canada

    On June 21, 2019, HSO and AC became aware of a potential malware incident which, despite robust security measures, impacted our IT systems. We immediately launched an extensive investigation with the assistance of external cyber security experts and took measures to contain and remove the malware that was present. Central to our investigation was to examine servers that contain personal information such as name, address, email, and in some cases, social insurance and banking information which have been provided to us as part of normal business operations.

    After a forensic investigation, there is no evidence of any attempted or actual misuse of personal information from our systems. Notwithstanding this, external experts advise that there is no such thing as a 100% guarantee that unauthorized access to personal information has not occurred. Therefore, it is recommended that additional precautionary measures be taken at individual levels.

    Accordingly, it is advisable in these situations that you regularly change your passwords, monitor your bank accounts, credit cards, social insurance number, and verify financial transaction statements for any suspicious activity. You may also wish to contact your bank, credit card company, relevant government offices and/or credit reporting bureaus to proactively advise them of the situation. Examples include:

    We are committed to the security of all information stored on our systems and regret that this incident occurred. To mitigate the risk of this happening in the future, we have applied enhanced security measures to our IT systems and are putting additional cybersecurity monitoring systems in place.

    If you have any questions, please contact our HSO team at privacy@healthstandards.org


    Legal Waivers or Disclaimers or Other Client Documentation 

    Please note that surveyors should not sign any client organizational documentation including without limitation any documentation pertaining to confidential information, privacy, intellectual property ownership and rights of use, waiver or disclaimer of liability. These topics are already each addressed in the accreditation services agreement between Accreditation Canada and the client organizations and there is no requirement nor is it appropriate for a surveyor to sign any additional documentation with the client organizations. Any concerns noted by the client organizations should be directed to Accreditation Canada.

    These terms have the possibility of conflicting with the agreement signed between AC and the surveyor (i.e. release of liability by surveyor in favor of the client, no protection for surveyor personal information disclosed, seeking information on criminal records). Please advise the client that the agreement between AC and the client provides the requisite protection and AC has terms no less restrictive in place with each of its surveyors. No separate agreement needs to be signed by the surveyor as the surveyor agreement with AC covers the risks.


    IMPROVEMENT INITIATIVES

    Survey Planning Checklist:

    Anticipated Outcomes: fewer errors/missed deadlines, improved coordination

    The CA team partnered with our Analytics department to standardize a survey planning checklist. Like the survey schedule tool, this template contains logic rules that will highlight items that are near or past their pre-determined deadline. This will allow AC staff to more effectively determine what items require attention and when key milestones are approaching during survey planning which will ensure surveyors receive the schedule in a timely manner.

    AccrediRate Assignments:

    Anticipated Outcomes: quicker process, less dependency

    To streamline changes to priority process assignment while on survey, surveyor team leads can now make these changes in AccrediRate. This will speed up the process and allow the team to continue their work without being dependent on AC staff.  As of February, a video is available on the surveyor portal to walk you through the steps and a Webinar was held to answer any questions. Check out the What’s New section of the Surveyor Portal.

    Spell Check for AccrediRate:

    Anticipated Outcomes: increased efficiency and quality in report writing

    To improve the comment writing process in AccrediRate, surveyors completing English language surveys are recommended to download the Grammarly app for your web browser. This free app, compatible with AccrediRate, acts as a spelling and grammar check. This will speed up the comment writing process by picking up errors which will increase efficiency and quality in report writing. This App is available for downloading now.  We are currently exploring options for French language surveys. If you know of any tools, please let us know.

     

    SHARING TIPS ON BEING A SURVEYOR

    Are you wearing 2 hats?  Are you a consultant and a surveyor?  Sometimes it’s very easy to mix both roles.  Please remember what hat you are wearing especially when you are communicating with clients.  A clear delineation of roles is crucial to keeping good client relationships.

    ANY QUESTIONS? DROP US A LINE

    Here is the link to our mailbox surveyors@accreditation.ca

    TELL US HOW WE’RE DOING AND SHARE YOUR IDEAS

    Take a few minutes and fill out this questionnaire