Quality Statement 4: Named Point of Contact - Health Quality Ontario (HQO)

Resources Quality Statements Advisory Committee About

Named Point of Contact

People living with dementia and their caregivers have one or more named providers on the interprofessional care team who serve as a point of contact to facilitate care coordination and transitions across settings.

Background

It can be difficult and frustrating for people living with dementia and their caregivers to navigate the health system and know whom to contact when health issues or concerns arise. A point of contact on the interprofessional care team (see Quality Statement 2) makes communication easier and aids continuity of care and transitions across settings. This person should be an active team member who:

Closely coordinates with or is embedded within the person living with dementia’s primary care team
Is involved in the care of the person living with dementia and understands their current needs and care goals, as well as those of their caregiver
Is able to address the needs of the person living with dementia or connect the person with the most appropriate provider to address their needs

The point of contact on the interprofessional dementia care team is an essential component of person-centred dementia care.

What This Quality Statement Means

For People Living With Dementia and Their Caregivers

Your health care team should provide you with the name and contact information for one or more team members who are coordinating your care on an ongoing basis.

For Clinicians

Ensure that people living with dementia and their caregivers have the name and contact information of one or more members of the care team responsible for coordinating their care and transferring information among providers.

For Health Services

Ensure that systems, processes, and resources are in place for care providers to serve as a point of contact for people living with dementia, their caregivers, and other providers involved in their care.

Quality Indicators

Process Indicator

Percentage of people living with dementia who have at least one named provider on their interprofessional care team who serves as their point of contact

Denominator: number of people living with dementia who receive care from an interprofessional care team
Numerator: number of people in the denominator who have at least one named provider on their interprofessional care team who serves as their point of contact
Data source: local data collection

Definitions Used Within This Quality Statement

Point of contact

The point of contact:

Is one or more named members of the interprofessional team
Supports communication and information sharing among health care professionals, community service providers, and the person living with dementia and their caregivers
Facilitates care coordination and transitions across care settings and providers

This person’s name and contact information is provided to the person living with dementia and their caregivers, and is included in the individualized care plan (see Quality Statement 3).

Evidence to Improve Care