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Every question is an opportunity to learn something new and consider what could be done differently. That mindset keeps improvement moving - and shows how safer, more person-centred care is shaped in everyday moments. ","text",[246],[],[302,386,403,436,451,535,560,599],{"id":16,"_uid":303,"content":304,"component":385},"b2c4bad8-7e6c-4c04-8c7a-60a55fa1586a",[305],{"_uid":306,"content":307,"component":384},"58882b93-3058-4a17-aeb9-3edc5110d867",{"type":12,"attrs":308,"content":309},{"backgroundColor":53},[310,321,326,331,336,341,346,369,374,379],{"type":311,"attrs":312,"content":314},"heading",{"level":313,"textAlign":53},2,[315],{"text":316,"type":298,"marks":317},"A behaviour can tell you that something is wrong. It can’t tell you who someone is. ",[318],{"type":319,"attrs":320},"textStyle",{"color":16},{"type":15,"attrs":322,"content":323},{"textAlign":53},[324],{"text":325,"type":298},"“I want to learn who this person is.” That was Victoria Marek’s response when a resident at Riverview Health Centre in Winnipeg, Manitoba, was having difficult interactions with others in a shared television lounge. Marek, Director of Resident Care and Allied Health, sat down with him. Their conversation gave her context the behaviour couldn’t: the life he had lived, the independence he was accustomed to and how much he valued his privacy. Staff found him a quieter place to watch television. Marek kept listening. Was there something he missed? ",{"type":15,"attrs":327,"content":328},{"textAlign":53},[329],{"text":330,"type":298},"“Fresh fruit,” he said. ",{"type":15,"attrs":332,"content":333},{"textAlign":53},[334],{"text":335,"type":298},"They began bringing him fresh fruit each week. Soon, staff noticed that he seemed happier, smiling and laughing more. She calls it a “little win,” the kind worth remembering because, however small, “it matters in someone’s life.”  ",{"type":15,"attrs":337,"content":338},{"textAlign":53},[339],{"text":340,"type":298},"Marek knows fresh fruit may not always be the answer. But she believes they owe every resident the due diligence of understanding what they may be communicating before deciding what comes next. “I’ll buy apples every day if that’s going to make a difference,” she says.  ",{"type":311,"attrs":342,"content":343},{"level":313,"textAlign":53},[344],{"text":345,"type":298},"What more can we do?",{"type":15,"attrs":347,"content":348},{"textAlign":53},[349,351,367],{"text":350,"type":298},"Riverview is home to 257 people across its personal care and Dementia Care communities, each with their own histories, routines and ways of communicating. For the team, safer care starts with understanding those differences and creating the conditions for residents, families, care partners and staff to contribute to decisions about care. That thinking also shaped Riverview’s approach to the appropriate use of antipsychotics, work that began well before the organization joined Healthcare Excellence Canada’s ",{"text":352,"type":298,"marks":353},"Sparking Change in the Appropriate Use of Antipsychotics",[354],{"type":355,"attrs":356},"link",{"href":357,"uuid":358,"anchor":53,"custom":359,"target":360,"linktype":361,"story":362},"\u002Fprograms\u002Fsparking-change","a3c98562-a1c5-45cd-9303-9a32020bf25f",{},"_self","story",{"name":352,"id":363,"uuid":358,"slug":364,"url":365,"full_slug":365,"_stopResolving":366},123451210941630,"sparking-change","programs\u002Fsparking-change",true,{"text":368,"type":298}," program. 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",{"type":15,"attrs":380,"content":381},{"textAlign":53},[382],{"text":383,"type":298},"Safer care is shaped by many perspectives. The people who know a resident well often know them in different ways. As the eyes and ears of a home, healthcare aides can notice subtle changes in people’s behaviour. Families and care partners bring a lifetime of knowledge about the relationships, experiences and routines that shaped who someone is. Housekeeping, clerical and other support staff often come to know residents through conversations and interactions that happen outside formal care. 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Instead of “What medication can we use to manage this behaviour?” she says they are increasingly asking, “What is this resident trying to tell us?” ",{"type":15,"attrs":417,"content":418},{"textAlign":53},[419],{"text":420,"type":298}," Over the course of Sparking Change, the team worked to ensure antipsychotics were used only when necessary and as safely as possible, with reductions, increases and discontinuations tailored to each resident. In total, 11 of 22 residents had their medication reduced or discontinued. Most experienced no change in behaviours or symptoms, while others showed improvements including less drowsiness and greater participation. When symptoms worsened, teams responded with individualized strategies. ",{"type":15,"attrs":422,"content":423},{"textAlign":53},[424],{"text":425,"type":298},"By the end of Sparking Change, all staff in the participating community had completed Person Directed Living education. Among residents, families and care partners who participated in education, average self-reported knowledge increased from 1.8 to 4.2 out of five. The education covered dementia and responsive behaviours, antipsychotic medications, associated risks and supportive approaches. Riverview also observed families and care partners asking more questions about their loved ones’ antipsychotic medications, including questions about dose reductions. ",{"type":311,"attrs":427,"content":428},{"level":313,"textAlign":53},[429],{"text":430,"type":298},"What if we tried something different?",{"type":15,"attrs":432,"content":433},{"textAlign":53},[434],{"text":435,"type":298},"Riverview is now taking that commitment to knowing the person across the organization. The team is developing “Getting to Know Me” profiles for all 257 residents, capturing the preferences, routines and personal details that can help staff understand who someone is, how they communicate and what matters to them. ",{"id":16,"_uid":437,"items":438,"component":402},"1ed48859-1f4c-4f00-aa77-d85414f1bb0b",[439],{"_uid":440,"image":441,"quote":443,"author":16,"component":401,"author_title":16},"10bc4d75-95e9-403e-a2e2-ec8a50900650",{"id":53,"alt":53,"name":16,"focus":53,"title":53,"source":53,"filename":16,"copyright":53,"fieldtype":285,"meta_data":442},{},{"type":12,"attrs":444,"content":445},{"backgroundColor":53},[446],{"type":15,"attrs":447,"content":448},{"textAlign":53},[449],{"text":450,"type":298},"“The big thing is to teach people that they’re empowered to make decisions and to make changes.” ",{"id":16,"_uid":452,"content":453,"component":385},"78c0fc75-fcb4-4e65-8ea0-e4ac0345ec54",[454],{"_uid":455,"content":456,"component":384},"c332ba1d-2e2e-4c3f-9533-ddb49230c604",{"type":12,"attrs":457,"content":458},{"backgroundColor":53},[459,464,469,511,519,527],{"type":15,"attrs":460,"content":461},{"textAlign":53},[462],{"text":463,"type":298},"For Marek, knowing the person also changes what staff can do in the moment. That thinking is being embedded into a new safe work procedure for supporting people who may communicate with physical actions rather than verbally. Drawing on Gentle Persuasive Approaches and Person Directed Living training, it encourages staff to pause, consider the person’s needs and cues and think about how they communicate before deciding how to respond. ",{"type":15,"attrs":465,"content":466},{"textAlign":53},[467],{"text":468,"type":298},"Marek wants that pause to create room for questions, too. “Why are we doing it this way? Is there a better way? 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The organization has joined the ",[489],{"type":319,"attrs":490},{"color":477},{"text":492,"type":298,"marks":493},"Manitoba Appropriate Use of Antipsychotics in Long-Term Care Collaborative",[494,503],{"type":355,"attrs":495},{"href":496,"uuid":497,"anchor":53,"custom":498,"target":360,"linktype":361,"story":499},"\u002Fprograms\u002Fmanitoba-aua-long-term-care-collaborative","1e30feb0-bfb9-42fb-b1c4-739ecfc04434",{},{"name":492,"id":500,"uuid":497,"slug":501,"url":502,"full_slug":502,"_stopResolving":366},170494747332047,"manitoba-aua-long-term-care-collaborative","programs\u002Fmanitoba-aua-long-term-care-collaborative",{"type":319,"attrs":504},{"color":505},"#467886",{"text":507,"type":298,"marks":508}," to continue learning and spread successful practices across its communities.",[509],{"type":319,"attrs":510},{"color":477},{"type":15,"attrs":512,"content":513},{"textAlign":53},[514],{"text":515,"type":298,"marks":516}," “There’s no finish line to this, ever,” says Marek. “It’s a culture. 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",{"type":12,"attrs":755,"content":756},{"backgroundColor":53},[757,762],{"type":15,"attrs":758,"content":759},{"textAlign":53},[760],{"text":761,"type":298},"Safer care is shaped every day through conversations, decisions, relationships, environments and systems. Every interaction is an opportunity to strengthen safety. Every moment counts.  ",{"type":15,"attrs":763,"content":764},{"textAlign":53},[765],{"text":766,"type":298},"Join people across Canada during Canadian Patient Safety Week (CPSW) as we reflect, learn and explore what shapes safer care – and the role each of us plays in creating it together.  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Excellence Canada that brings people together around a shared goal: making healthcare safer for everyone. ",[791],{"type":319,"attrs":792},{"color":477},{"id":53,"alt":53,"name":16,"focus":53,"title":53,"source":53,"filename":16,"copyright":53,"fieldtype":285,"meta_data":794},{},{"id":16,"_uid":796,"title":797,"video_id":798,"component":799,"transcript":800,"video_type":782,"description":904,"video_title":912,"video_description":913},"ef337342-adee-49ae-858d-28f4f39be00d","What shapes safer care?","poscAuO3188","video-transcript",{"type":12,"attrs":801,"content":802},{"backgroundColor":53},[803,807,812,817,822,827,832,837,842,847,852,857,862,867,872,877,882,887,892,897,902],{"type":15,"attrs":804,"content":805},{"textAlign":53},[806],{"text":797,"type":298},{"type":15,"attrs":808,"content":809},{"textAlign":53},[810],{"text":811,"type":298},"Every day, high quality, safe care is shaped in ways we don't always recognize.",{"type":15,"attrs":813,"content":814},{"textAlign":53},[815],{"text":816,"type":298},"Whether we provide care, receive care or support others, we all help shape it.",{"type":15,"attrs":818,"content":819},{"textAlign":53},[820],{"text":821,"type":298},"It happens in everyday moments—big and small, visible and less visible.",{"type":15,"attrs":823,"content":824},{"textAlign":53},[825],{"text":826,"type":298},"A conversation that builds trust.",{"type":15,"attrs":828,"content":829},{"textAlign":53},[830],{"text":831,"type":298},"A decision that includes a patient in their own care.",{"type":15,"attrs":833,"content":834},{"textAlign":53},[835],{"text":836,"type":298},"Systems that help people learn, adapt and continually improve.",{"type":15,"attrs":838,"content":839},{"textAlign":53},[840],{"text":841,"type":298},"Safer care is shaped by relationships, built between people.",{"type":15,"attrs":843,"content":844},{"textAlign":53},[845],{"text":846,"type":298},"An environment that supports and respects those who provide care.",{"type":15,"attrs":848,"content":849},{"textAlign":53},[850],{"text":851,"type":298},"Safer care is also shaped through reconciliation, cultural safety and humility.",{"type":15,"attrs":853,"content":854},{"textAlign":53},[855],{"text":856,"type":298},"By listening to First Nations, Inuit and Métis patients, families and communities.",{"type":15,"attrs":858,"content":859},{"textAlign":53},[860],{"text":861,"type":298},"Together, these everyday moments help prevent harm, build trust and create better experiences of care.",{"type":15,"attrs":863,"content":864},{"textAlign":53},[865],{"text":866,"type":298},"Because safer care is not only the absence of harm, it's about ensuring people feel heard, respected, included and supported.",{"type":15,"attrs":868,"content":869},{"textAlign":53},[870],{"text":871,"type":298},"Every moment.",{"type":15,"attrs":873,"content":874},{"textAlign":53},[875],{"text":876,"type":298},"Every 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Some moments are easy to notice. Others are small but just as important. For Canadian Patient Safety Week 2026, we are inviting people across health and social care to reflect on one question: What shapes safer care? 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