A Shared Commitment

The direction for our CSR has been established through an oversight committee that will continue to monitor progress toward reaching established goals and consider new objectives for future years through our strategic planning process.

 

Employee Engagement

We believe that our employees make a difference in the lives of our residents every day. We value the dedication, commitment and professionalism of our over 13,500 employees across Canada, and we are committed to attracting and retaining the best employees in the seniors housing sector by providing a rewarding and fulfilling work environment.

Employee Engagement 2011 Objectives
Expand internal training and education initiatives for employees Implement a coaching culture initiative Create and foster a culture of recognition for all employees	Explore a strategy to recognize and celebrate the breadth of cultural diversity within our employees Participate in Occupational Health & Safety group

2011 Results
Introduction of General Managers and Administrators training program ("GAP") to prepare our future leaders from today's internal candidates Orientation training for new General Managers and Administrators Over 80 General Managers and Administrators across Canada received six months of coaching	Launch of "Connecting the Pieces" Recognition Guide and Toolkit Safety Group initiative launched in 2011; Health & Safety training and awareness sessions held across Canada

2012 Objectives
Respectful integration of approximately 2,400 new employees through the Maestro portfolio acquisition Implement a coaching Culture initiative Expand GAP program to mentor nurses to become Resident Services Managers and Directors of Care Develop internal customer service training programs	Continue to improve orientation programs for all employees Increase Town Hall meetings with employees Continue to implement safety groups and support employee awareness of Occupational Health and Safety Develop an inclusivity communications initiative to recognize the cultural diversity of our employees

 

 

Resident Experience

Our greatest responsibility is the care and service we provide to our residents, and we strive to earn their trust every day. Through our long-term care and retirement homes, we offer seniors a safe and rewarding way of life that meets their needs and allows them to live with comfort and dignity.

Resident Experience 2011 Objectives
Enhance resident quality of life Expand research to identify new initiatives to better meet resident needs	Raise awareness of risk issues for seniors Explore tools to help with the decision-making process of choosing and transitioning to seniors housing

2011 Results

"Live Now" life enrichment programming launched in all our homes, themed around Learn, Move, Create Dedicated enhanced-care floors in two new retirement homes (Wynfield and Westmount) Expansion of our Advantage Plus program offering additional care and services to residents, as needed Participation of all our long term care's homes in the Ministry of Health & Long Term Care's "Resident's First" quality initiative

Construction started on four long term care rebuilds across Canada to modernize facilities for residents Resident surveys initiated for new residents after two months of residency Three external focus groups conducted Monitored risk issues (ie: fraud against seniors) on behalf of our residents Sponsored the first-ever Canadian Living "Elder-Care Guide"for adult children; copies available in our homes

2012 Objectives
Promote resident-focused innovations in our homes through three key objectives: Standardized student volunteer program; Standardized vocational program to allow residents to give back to their communities; and Standardized physical fitness program	Launch new resident contact program Enhance dining services program Implement an orientation program for new residents

 

Environmental Stewardship

We use management opportunities, where possible, that will help ensure our operations and services are provided in a sustainable manner. We will continue to explore ways to meet the needs of the present without compromising the needs of the future.

Environmental Stewardship 2011 Objectives
Explore and use efficient energy reduction measures for our existing homes Integrate LEED features into new developments	Obtain Leadership in Energy and Environmental Design ("LEED") certification for our three Ontario long term care home rebuilds

2011 Results

Three Ontario long term care rebuilds currently under construction include green features such as water efficient landscaping, purchase of environmentally friendly refrigerants, construction waste management, low-emitting materials, low levels of VOC emissions with paints, thermal comfort monitoring. Expect to achieve LEED certification once completed

U.S. properties have begun a lighting retrofit program with CFL's and energy efficient ballasts; 85% complete resulting in decreased energy consumption for homes Boiler replacements in Canada to allow for the installation of more energy-efficient units Two new retirement residences currently under construction that utilize many features including solar-control low-E glass, energy efficient hybrid heat pumps, ventilation units equipped with heat recovery wheels, energy efficient lighting and electrical systems

2012 Objectives
Conduct environmental assessments on acquisition properties Hire a dedicated resource to review and implement energy management strategies	Research internal lighting retrofit program Continue to explore environmental features on new developments and rebuilds

 

Corporate Governance

We are committed to sound corporate governance practices that include accountability,transparency and integrity in all facets of our operations. These practices are overseen by our Board of Directors and Senior Executive team, who strive to adhere to the highest levels of ethics and oversight.

Corporate Governance 2011 Objectives
Manage risk through quarterly reviews by the Board of Directors of risk-related issues Ensure privacy policies are known to residents and employees	Ensure full compliance with all new and existing provincial legislation Maintain a leadership position for public disclosure and corporate governance standards

2011 Results
Quarterly Risk Management reports received and reviewed by the Board of Directors Release of "National Privacy Toolkit"that includes brochures for residents and family members and training for staff on Resident Privacy Rights, Understanding and Protecting Personal Health Information and Preventing Spyware	Preparation and training for the new Ontario Retirement Homes Act in place; compliance with all other government legislation governing retirement and long term care homes is regularly monitored Increased ranking in Globe & Mail's "Board Games" to 19th place out of 253 companies reviewed; effectively 2nd place for Income Trusts with Internal Management (previously 4th)

2012 Objectives
Provide information workshops for Board members Ensure full compliance with all new and existing provincial legislation including new Ontario Retirement Homes Act and regulations	Continue to maintain a leadership position for public disclosure and corporate governance standards

 

Community Investment

We believe in building and sustaining strong community relationships. We are proud of our charitable giving partnerships and community initiatives, which are directed toward projects that support seniors in meaningful ways including lifestyle, health, safety and shelter. In tribute to the 65th anniversary of the end of the Second World War, in 2010 we published HONOUR, a moving portrait of 35 WWII veterans and those who supported the war effort. Books are available through www.chartwell.com or at Chartwell homes across Canada.

Community Investment 2011 Objectives
Launch a new corporate giving partnership with the Canadian Diabetes Association ("CDA") Continue sales of HONOUR, with net proceeds donated to veterans' associations	Continue to highlight and support important community-based initiatives of our employees across Canada

2011 Results

Over $100,000 raised for the CDA in the first year of the partnership;"Recipes for Health" cooking and nutrition seminars launched as events in our homes to raise awareness of nutrition management for those at risk or living with diabetes The HONOUR book has sold over 5,000 copies across Canada and over $15,000 has been donated to the War Amps' Operation Legacy and $2,500 donated to the Royal Canadian Legion

Released "HONOUR: Their Stories, Our History" a documentary featuring the veterans interviewed for the book Supported by our homes of many community initiatives including fundraising for the Alberta Diabetes Foundation, Calgary Veteran's Food Bank, Heart & Stroke Association, Run for the Cure, CURE Foundation, Alzheimer Society Memory Walks, and the Peel Family Shelter

2012 Objectives
Continue corporate giving partnership with the Canadian Diabetes Association; expand health information opportunities for employees and residents living with diabetes Strengthen connections with community organizations that support seniors health and wellness	Seek new and innovative ways to help build relationships with health care influencers in the communities in which we operate