Quality Assurance

The Quality Assurance program ensures service standards, audits and tools meet the continuous quality improvement objectives of Health services. The program identifies, designs and implements Health’s accreditation requirements to ensure compliance with best service practices.

Continuous quality improvement objectives include:


Performance Indicators

Performance indicators contribute to the quality of care provided by the organization including better care, better client outcomes, better worklife and reduced costs.  Performance indicators are used within all programs across the organization.

Key system-level indicators that will be used to monitor the quality performance of the organization have been identified and will be centralized in the Continuous Quality Improvement (CQI) reports.  These indicators include:

1.  Hand Hygiene Compliance
2.  Overall Client Satisfaction
3.  Number of Clients Harmed by Patient Safety Incidents
4.  Quality of Worklife

These quality performance indicators identified above are directly linked to Dilico’s strategic goals and objectives with a balance across a number of priority areas.  Knowledge gained from the review of the identified quality performance indicators will be used to inform strategic planning and enhance the integrated quality improvement plan (Quality Safety Risk Management Plan).  Knowledge gained will also be used to set quality performance objectives and determine whether quality performance objectives are met.


Client Safety

Dilico is committed to client safety.  Client safety is our first commitment upon which we build our relationships. Client safety is one of the primary guiding principles throughout the provision of care.  We recognize that a safe space and open safe relationships, supports the provision of quality care.

Dilico delivers client safety training and education at least annually.  It is delivered through the agency orientation and is ongoing including education targeted to specific client safety focus areas. 

To ensure client safety remains a priority, the Continuous Quality Assurance Committee provides the Board of Directors with a client safety report on a quarterly basis.


Client and Family Centred Care

Dilico is committed to client and family centred care.   We encourage clients’ and families’ to get involved in planning and service design, as well as quality and safety issues at the organization level, including quality improvement and client safety activities.   We consistently incorporate a client and family centred approach into our work, however, always strive to enhance our practices. 

Click here to find Draft Health Policies and Procedures for your feedback:

Feedback can be sent to:  HealthQA@dilico.com

Client Satisfaction Surveys

All Dilico Anishinabek Family Care clients will have the opportunity to provide feedback on the health services they received.

Dilico Anishinabek Family Care is committed to providing client-oriented health care services.  The Client Satisfaction Survey System provides feedback on how we are meeting the needs of our clients and helps in identifying areas to be targeted for performance improvement activities.

Client surveys will be conducted randomly and on a scheduled basis depending on the service.  Clients are encouraged to complete a survey and place it in a survey box located in convenient areas in their community/facility.

Client satisfaction surveys are also available for clients to access and submit electronically on the Dilico Website. 

To access the surveys, please click the button below:



Accreditation is an internationally recognized evaluation process used to assess and
improve the quality, efficiency, and effectiveness of health care organizations. It is designed to improve client outcomes and our health services performance. It helps our entire agency work together to create a focus on safety and quality.

The process is an ongoing one. We participate in accreditation to identify what we do well and where we could do better, and make improvements based on the results. Peer reviewers visit our agency every four years to evaluate the extent to which we are meeting the standards.


Continuous Quality Improvement Committee

To support the ongoing process of Accreditation and quality assurance, the agency established a Continuous Quality Improvement (CQI) Committee. 

The CQI Committee oversees continuous quality improvement matters at Dilico.  The integrated committee meets once per month to discuss and generate solutions to problems and concerns regarding client safety, ethical decision making, risk management, quality assurance, etc.  The committee reports to the Board of Directors on a quarterly basis.

Electronic Medical Records (EMR)

Dilico’s Health services utilize an Electronic Medical Records system (EMR).  The EMR is a clinical management system that captures, organizes and displays client information in a user-friendly way.

Benefits of using an EMR in Dilico’s Health services include:

  • Efficiencies in Workflow – efficiencies are realized through changes in clinical processes, including documentation and client encounter management which supports statistics collection
  • Fosters a Collaborative Environment – supports improved interactions and communications among care team members and between providers and clients
  • Client Safety - improves health outcomes and client safety through preventive care and chronic disease management
    • Security - electronic medical records are stored within secure databases where they can never be lost or misfiled.  Only authorized users may access files


Hand hygiene is the single most important means of preventing the transmission of infectious diseases in health care settings.

Hand hygiene audits are ongoing.  Dilico staff is abiding by the policy as is evident by the 7.75% increase in hand hygiene compliance.