The Salvation Army’s Isabel and Arthur Meighen Manor in Toronto has recently adopted Engage Plus, a groundbreaking new app designed to enhance communication between the long-term care home’s staff and the families of the residents. 

According to Monica Klein-Nouri, executive director, one of the greatest concerns raised by families has been communication, particularly since the pandemic when lockdowns placed restrictions on visitors. When Klein-Nouri first started her role at the Meighen Manor in 2020, she began working with the family council, a group made up of the residents’ friends and family members, who speak into operations and the well-being of residents. They wanted to have direct access to the health information of their loved ones, but at the time, there was no means to provide it. 

At a conference, Klein-Nouri was introduced to the Engage Plus technology and she knew that it would be a perfect fit. She presented the idea to the family council and the Meighen team, and in February 2024, it was officially adopted as standard practice. 

The Engage Plus app addresses communication issues by offering a user-friendly platform where family members can access comprehensive health information about their loved ones for free. “Families want to know if their loved one is OK, if they’ve eaten, their vitals and more. 

This technology provides that information at their fingertips,” says Klein-Nouri. 

The app’s launch marks a significant improvement over the previous system, which required families to submit written requests for health information, a process that was both labour-intensive and slow. With Engage Plus, family members can now view diagnosis, medication, care plans and updates from the facility at any time through a simple dashboard. The app also supports one-way communication from the facility to families and can send reminders for upcoming appointments. 

“Currently, 84 percent of our family members are using the app,” says Klein-Nouri. “The integration with our existing electronic health records system was seamless, and it costs us only $2 per resident per month, which is minimal compared to the resources spent providing health information through phone calls.” 

The introduction of Engage Plus has not only streamlined communication but also fostered stronger relationships between families and the Meighen Manor. “This technology restores a sense of control and peace of mind for families,” says Klein-Nouri. “It helps build trust and makes families feel like they are part of the care team rather than outsiders.” 

Klein-Nouri hopes that more long-term care homes will follow suit, and many have already reached out to ask about Engage Plus. “Communication is paramount in long-term care, and having an affordable, easy-to-implement solution like Engage Plus can set a new standard for best practices in the sector,” she says.