It is not recommended that residents keep sums of money in their
rooms. A trust fund can be set up in the office in which you may keep
your money more safely.
If you are wondering what to buy for Christmas or any other occasion,
there are gift certificates available for Cable TV, for Pat’s Cozy Corner
Hair Salon or for Foot Care. These certificates may be purchased
right here at the Lodge. Just inquire at the Main Office Reception
We are pleased to have you join
983 Burnham Street
Cobourg, Ontario K9A 5J6
Revised April 02, 2009
Golden Plough Lodge has a small library on the main floor for
residents to use.
The Golden Plough Lodge Auxiliary Volunteer Program operates a
Mission Statement/Philosophy 3 small Tuck Shop. It is open Tuesdays and Fridays from 2-4 pm.
History of GPL 4/5 SMOKING
How We Are 6 Golden Plough Lodge is a smoke-free building, except for an outdoor
area where residents may smoke . We do not provide assistance
Professional Services 7 or supervision.
When You Arrive 8 BEAUTY PARLOR / BARBERING
Tips For Visiting 9 Mrs. Pat Wellwood, ext 3265 operates her own business at Golden
Plough Lodge to look after residents’ hair. Because her costs are
Gift Ideas 10 lower than in a regular salon, she charges very reasonably for the
good work she does. Her shop is on the main floor not far from the
What To Bring 11 main office, and is open five days per week. Appointments are re-
Resident Rights 13 CARE CONFERENCES
Within six weeks of your arrival, you and your family / care giver will
Resident Responsibilities 15
be invited to a multi-disciplinary conference to discuss the plan for
your care, and any concerns you may have. The Doctor, the Food
If You Have a Concern 17 Service Supervisor, Nurses and others who help you are usually
present. A similar conference is held annually, or more often if it
Family Council 18 seems appropriate.
Resident Safety 19
Resident Care 20
Food & Nutrition 22
Environmental Services 23
Life Enrichment Services 24
For Your Information 26
You are welcome to have your own personal telephone in your room.
The Resident’s substitute decision maker must arrange to have the
phone installed with Bell Canada and make arrangements for the
monthly payments. Golden Plough Lodge: A Non-Profit
Home specializing in long term care
services delivered by a qualified, car-
A Cable TV outlet is available for each resident in the resident rooms. ing staff, respectfully preserving the
The office staff will help arrange a monthly payment for the service by
each resident. Gift Certificates for cable charges can be purchased at dignity of our residents.
any time if you are wondering what to by your resident.
Visitors are welcome at any time and are sometimes able to share a
meal with residents. The office should be notified at least 2 hours
ahead of a meal visit, if possible, and meal tickets can be purchased
at the office. There are lounges and other rooms available where
visitors and residents may have quiet visits. It is advisable to check
with the nursing staff if a visitor wishes to leave a gift of food for the
resident. It may interfere with certain dietary or medical conditions.
While the exterior doors are locked at 9:00 p.m., there is a door bell
at the main entrance which rings at the nurses station should you
need to get into the building late at night. Please call ahead to make
staff aware that you are coming.
Mail is delivered to resident’s rooms
every day by the Life Enrichment staff. Competent care; motivation and re-
Postage may be purchased at the office
and you may leave letters at the office. habilitation; palliative care; a safe,
clean environment; fulfillment of nu-
tritional needs; administrative ser-
Should you wish to subscribe to a newspaper or magazine, you may vices; and the continuing quest for
have them addressed to the Lodge and they will be delivered to you
along with the mail. knowledge.
At the Golden Plough Lodge, the spiritual care of our resi-
dents is extremely important to us. We have a part time
Chaplain, and a strong pastoral volunteer program. Pas-
toral Care is delivered through one on one counseling or
Visitors today see a bright cheerful Long Term Care setting.
through our religious programs including our Sunday Ser-
This is a far cry from what visitors would have seen had they vice, Bible Hour or our memorial services. Please con-
come calling a century ago. tact Reverend David Janzen for more information.
Cobourg had developed a ‘House of Refuge’ near the corner of RESIDENTS’ COUNCIL
James and George streets in the early 1890's. The home took
in the elderly, indigent and destitute of the community. Once a month there is a Council Meeting for residents at
the Golden Plough Lodge. The Social Worker assists
with this important Council in conjunction with the
President of the Residents’
Council. To assist residents we
are encouraging family partici-
pation as well.
There was found to be a need for
a hospital and a portion of the Managers/Supervisors from
home was turned over to that use. In time there was a need for other departments are invited
a larger hospital and Home. The judicial court had moved to by the residents to answer
the recently opened Victoria Hall, so the Hospital was moved to questions from residents and
the present site on D’Arcy Street and the Home was moved to perhaps to explain various hap-
its present site at Burnham and Elgin streets. The buildings had penings or changes in the
housed the local jail and courthouse. An interesting historical Home.
note is that in 1859, when the building was still a courthouse, a
crowd of 10,000 citizens gathered to watch what would prove to This Council gives each resident the opportunity to
be the last hanging in Ontario... on our front lawn. The ac- discuss programming ideas and voice overall concerns.
Each concern brought to Residents’ Council is discussed
cused, Dr. King, had murdered his wife with poison, due to his
and the specific concern is brought to the attention of the
interest in another lady. It was considered a great day because appropriate manager, then action is taken within 21 days
at the last moment the prisoner con- of the concern being voiced.
Through the Council, residents keep in touch with other
residents who may have been hospitalized or otherwise
need cheering up.
The Manager of Life Enrichment Services is responsible
for delivery of the recreational programs, volunteer in-
volvement, physiotherapy services and pastoral care.
The involvement of each resident in these programs is
encouraged. A monthly recreation calendar is provided
to each resident in the facility. Life Enrichment Services
provides community outings, special meal programs,
The House of Refuge included such a large tract of farm land
small therapeutic programs and intergenerational pro-
that in 1953, the first International Ploughing match was held
on this property. The prize for the match was a golden plough
Life Enrichment provides quality of life through leisure. from which the Lodge has taken its name. In 1955 a monu-
ment was built in front of the Lodge commemorating the
VOLUNTEER PROGRAM match. Topping the cairn is a replica of the prize.
Volunteer Services at the Golden Plough Lodge are com- The residents of the Lodge were required to work on the land
munity volunteers who are important and valued in pro- or in the facility’s laundry or kitchen during the time that the
viding quality of life to our residents. Our trained volun- Lodge was a House of Refuge. In the 1950's the role of the
teers bring special skills and build meaningful relation- lodge changed and it became a home for senior citizens, pro-
ships with our resident. The Manager of Life Enrichment viding care for the older adults of Northumberland County.
Services is responsible for recruiting, training, orienting The 1990's saw yet another change as the Lodge became a
and generally supporting these wonderful people who long term care facility under the supervision of the Ministry of
volunteer their time to help with residents. If someone
from your family would like to share talents or help feed
residents, for example, she would be happy to speak with
them. She can also explain about working with the other The physical appearance of the Lodge has changed over the
aspects of our Volunteer Program. years. In 1959 a new wing appeared on the west side of the
original building, followed by additions in 1972 and 1987.
PHYSICAL THERAPY SERVICES When the most recent renovations and additions were com-
pleted, the old courthouse/house of refuge was demolished.
The physical well being of each individual resident is car-
ried out through our daily program including specialized
groups, walking, weights, range of motion—our goal is for
each resident to maintain or enhance their physical well
The Manager of Environmental Services looks after
Management Staff three departments: housekeeping, laundry and
905-372-8759 building maintenance.
Your room will be cleaned daily by a housekeeper.
Ext. 3271 Nursing ensures that your laundry is sent downstairs
Bill Lonergan for the laundry department to look after. The House-
Director of Resident Care, keeping Porter will mark all your
Tina May clothes when you arrive, but
Asst. Director of Resident Care, don’t forget to have any clothing
Dianna McEntee marked before it is sent to be
Office Manager, Life Enrichment , washed or it may be lost. Give
Lesley Peterson them to main office reception.
Ext. 3269 Housekeeping Porters are available
Manager, Environmental Services to help if you need a picture hung or
Ext. 3244 furniture moved, etc.
Chaplain Ext. 3227 Environmental Services look after
David Janzen our lovely courtyard gardens, flower
beds and lawns with the help of volunteers resi-
Office Staff dents,and work program students who assist in the
Diane Hall, Resident Accounts Ext. 3233 summer.
Marion Morton, Receptionist Ext. 3238
Nancy Ledgerwood, Payroll Ext. 3268 Residents who purchase their own
Joanne Litt, Human Resources Ext. 3234 air conditioners may have Golden
Bernice Hache, Nursing Clerk Ext. 3263 Plough Lodge install it for a yearly
fee of $65.00 to cover the installa-
ADMINISTRATION HOURS tion and storage.
Weekdays—8:30 a.m. to 8:00p.m.
Weekends—10.00 a.m. to 7:00 p.m.
Our Dietary Department provides nutritious and delicious
meals. We follow a three week seasonal menu cycle that Medical Director– Dr. Amin and Dr. Cross is
offers two choices of a nutritionally balanced entrée and responsible for all medical care within Golden Plough
dessert, thus allowing residents to continue to make their Lodge..
own food choices. We also respond to individual food
preferences. Residents attending our monthly Residents’ Attending Physicians– Dr. Jay Amin, Dr. William
Council are involved in planning the menu. Cross and Dr. Theresa Reynolds
Our staff Dietitian assesses and monitors the dietary
needs of each resident. We provide special diets and an Physical Therapy– This service is provided to all
array of textured diets including regular, minced and pu- residents. Covered by OHIP and arranged though Kings
reed. The Dietitian works with the Resident Care Depart- Rehab Services, this therapy includes a Full-time
ment to monitor change in each resident’s weight and to Physiotherapist, a Full-time Physiotherapist Assistant
respond to their changing dietary needs. and a Occupational Therapist that is in one a week.
Meals are served in the Podiatry/ Foot Care Nurse– The cost of this ser-
dining rooms vice is the responsibility of the resident / substitute
located on each unit as
decision maker. However, we do have a few names of
Foot Care Nurses for your convenience at the front
Breakfast at 8 or 8:30 AM desk.
Lunch at 12 or 12:30 PM.
Supper at 5 or 5:30 PM Hairdressing– Pat Wellwood hairdresser. The hair
salon is located on McMillan One near the front office.
A variety of delicious snacks and Beverages are served Services are available on Mon-Fri 9-4.
mid morning, afternoon and before bedtime
Chaplain Services-Pastoral services are provided by
We provide festive fare to help celebrate special occa- Chaplain David Janzen, two days per week.
sions (Easter Dinner, Sweetheart Luncheon and Christ-
mas Day, Thanksgiving) and encourage family and
friends to make arrangements and enjoy a meal or spe- Audiologist– Care by a registered Audiologist is
cial occasion with their loved one. provided when requested. The cost may be covered by
Denturist– The cost of this service is the
responsibility of the resident / substitute decision
Upon arrival the office staff will greet you and This is a life decision made by the resident when he/she
escort you and your loved one to their new was capable. A NO CPR order is an advance directive.
room and home area. You and your family Once a person is incapable and the decision about CPR
will be introduced to all staff within the area. is left for the SDM (Substitute Decision Maker), the SDM
relies on what they know the resident’s wishes were
when he/she was competent. The SDM then signs an
Once introduced to the nursing staff, the Advance Treatment decision on behalf of the incapable
Admissions Nurse will ask questions resident.
regarding your health and review of all the As the SDM, your decision about all personal care
current medications taken. Within the first issues should be dictated by the following rules;
month a Physical examination by a Physi- Your decision should be based on what your loved one
cian, Nutritional Assessment , Physical Ther- would do if he/she could make the decision
If you don’t know what your loved one would want, then
apy, and Recreation and Leisure level as- you should base your decision upon what is in THEIR
sessment will be completed to ensure overall best interests. What is in your loved one’s best interests
wellness. The Physician will also do a may not be the same as what is in your best interest. We
physical exam. can help you with this decision.
Your family is welcome to be our guest at When a resident is too ill to make decisions, family or
either lunch or dinner on the day you arrive. those with power of attorney/guardians must make
meal times are: decisions on his or her behalf. These decisions are often
fraught with guilt or conflict and can be very difficult to
Breakfast: 8 or 8:30 am make at a time of crisis. Discussing these concerns and
Lunch 12 or 12:30 pm decisions in advance with the resident, can alleviate
Dinner 5 or 5:30 pm possible conflict later. It also ensures that the person’s
Nourishments are also provided mid wishes are carried out when the time comes.
morning, in the afternoon, and before Members of the facility’s care giving team will help you
bedtime in the evening. and your family to understand the options. An opportunity
to speak of these matters in greater detail will be ar-
ranged following admission. Any direction you give can
be altered later if your wishes change.
To get assistance in setting your own Advanced
Directive, or that of your loved one, please contact the
RN in charge of the Nursing Unit for an appointment.
Keep visits short and at a time when your loved one
is functioning best. A few short visits are much more
Registered nurses are on duty 24 hours per day, pleasant than a long one. Set a time period for your
seven days per week. A Registered Staff member visit, rather than waiting until your loved one is tired
who is a Registered Nurse or a Registered Practical and/or agitated. Morning is usually better than
Nurse oversees each resident home area. Direct evening.
care, such as bathing, grooming, toileting, mobility Bring in a thermos of juice or tea and some cookies
assistance and assistance with or fruit and have a “picnic” in a quiet place.
meals is provided by either a Cer-
tified Personal Support Worker or Keep the conversation light. The stimulation of a
a Certified Health Care Aide . few funny stories and a smile goes a long way to
These individuals are carefully making a visit enjoyable. Reminisce about the early
screened upon hire and undergo a years of the resident’s life—bring in photo albums. If
specific orientation program in our the resident only wants to talk about going home,
resident-centered approach to find out what he or she remembers of home and
care. continue the conversation based on these memo-
ries. Perhaps he or she wants to be reassured that
Our nursing service uses a
home did exist and that the remaining memories are
Primary Care model. This means
that your loved one will be assigned, as much as
possible, a consistent Primary Caregiver for each
If there is a cognitive impairment, it is easier for them
shift. The primary caregiver will provide consistency
to understand you if you use short, simple sentences
to your family member’s daily routine. Research has
and speak clearly and slowly. You may need to re-
shown that people need a certain degree of predict-
peat your words. Just as they cannot be hurried
ability. A familiar face, on a daily basis provides
when walking, they shouldn’t be hurried in their
comfort to someone who is experiencing the
challenges of living with illness or dementia.
Children and pets are very welcome.
Should you have any issues about your family
member’s personal care, the Unit R.N. on shift is For a variety, try a visit at mealtime. Call the facility
available for discussing your concerns. Or if you in advance to arrange a meal with the resident.
prefer to speak directly to the Director of Resident
Care, you may contact her during regular business Read recent letters, cards and newspapers to them.
The staff is very sensitive to the safety and security of residents.
• Each bed and each bathroom is equipped with a call bell
You may be wondering what to give that special that summons nursing staff.
loved one. Here are a few suggestions:
Toiletries • The building is equipped throughout with smoke
detectors and a sprinkler system, as well as fire
extinguishers and pull stations. The systems are
Costume jewellery regularly maintained and serviced.
Washable housecoat or sweater
Slippers • Fire doors automatically operate to help isolate fire
Jogging suits problems.
Framed photos, large calendars, washable
• The Golden Plough Lodge fire alarm system is
comforter, television, radio, lap blanket connected to the Cobourg Fire Department through a
Candies and cookies, if allowed, but they must monitoring company. The Fire Department is so close
be stored in an airtight container by that its response time is minimal.
Whatever you choose, please keep safety in • Fire drills are held monthly on each shift to check the
efficiency of the system and of staff response.
mind and also clearly identify all gifts with the
resident’s name prior to bringing them. • A security guard is in the building during the late
• A visual monitoring system is installed at three
entrances. All doors leading to the outside are equipped
with an alarm system. Some are always set on alarm;
others are alarmed only at night. All doors are locked
after nine o’clock in the evening. A bell alerts staff to
admit residents or others after that time.
• Certain wings of the Home are equipped with devices
that prohibit those with cognitive challenges from
• All residents are required to wear a special bracelet for
identification purposes, and to ensure that correct
medications are given.
The Golden Plough is your home and so we
At present, there are approximately 57,000 resi- encourage you to be comfortable. General laundry
dents in long term care facilities and the numbers services are provided here on the premises. Please
are growing. These older adults residing in long ensure that all clothing is machine washable. An
term care depend on the goodwill and integrity of
those around them. Family Councils can play an
adequate supply of clothing is essential. Permanent
important role in improving the quality of life of press clothing is preferred. Woolens or fine fabrics
Residents while providing support for their family will not withstand our laundry system.
All clothing and belongings must be clearly labeled.
Our Family Council gives families an opportunity We will label the clothing for you at no extra charge.
to, as a group, create change, advocate on behalf
of all the residents/family members, to learn, to
support and to share, all in an attempt to improve Based on our experience, we’ve
the quality of life of their loved ones. drawn up a suggested clothing list:
Housecoat or dressing gown
Here are a few of the many advantages to Slippers with non-slip soles
Family Council: Shoes
Six to eight pairs of socks, no tight
Improve the quality of life and well-being of all
elastic at the top
Share experiences and ideas that help ease the Six changes of underwear (plus bras and slips for
pain of watching a loved one change women)
To be able to relate with other family members Nightgowns or pajamas (4 or 5)
who have already experienced what you yourself 2 sweaters
are now going through, also something you might Six pairs of pants and/or jogging suits
say can be of great help to someone else.
Electric Razor (for men)
Should you require further information on the Six blouses or shirts
Family Council or would like to attend their next Glasses, hearing aides, dentures must be labeled
meeting, please contact the Office Manager . Hats (sun hat and winter hat)
The cost to live at Golden Plough Lodge is established by the Ontario
Government and is subject to change from time to time.
Where a resident cannot afford the accommodation charges, subsidy
may be available, depending upon the most recent income tax return
of the resident.
Subsidized residents are assured of a “comfort allowance” of $122.00 We encourage families and residents to voice concerns with
per month for spending money, regardless of their ability to pay the either the unit R.N. or the appropriate department head. We
regular accommodation fee. This may be used to pay for some of the hope to answer the questions and resolve concerns as quickly
“Extra costs” listed below. as possible. Residents are encouraged to attend the monthly
Basic 2 beds in room shared bathroom. Semi 1 bed in room shared Residents’ Council meetings,where issues may also be raised.
bathroom. Private 1 bed in room private bathroom. Family members are invited to become members of the Family
Council. Other people to call are;
(Basic—$1,578.02) (Semi-Private—$1,821.35) (Private—$2,125.52 )
The accommodation fee covers basic room and board. In other C.A.O of Northumberland County– Bill Pyatt
words, it covers all meals and nutrition, housekeeping and laundry. All
linens and furnishings are supplied. There is no additional charge for The office of the Ministry of Health and Long Term Care is a
most of the activities in the home such as the parties and functions further avenue to pursue. You may call:
which are held regularly, or the pastoral care and rehabilitation
Lynda Hamilton, Compliance Advisor
Performance Improvement Compliance Branch
Funded Services 347 Preston Street
- medical supplies, including incontinence products
- medical devices, including catheters and colostomy devices 4 th Floor
- personal hygiene products and equipment including skin care lotions, Ottawa ON K1S 3J4
soap, deodorant, toothpaste, toothbrushes, denture cups and Tel: 613-536-7232
cleansers, toilet tissue, facial tissue, hair brushes, Toll Free 1-877-779-5559
Minister of Health
Unfunded Services Office of the Minister, Ministry of
Some items cost a resident over and above the accommodation fee: Health
- telephone (installation and monthly charges) 10th Floor, Hepburn Block
- cable television (monthly charges) 80- Grosvenor Street
- advanced foot care
- assistance to out-of-building appointments Toronto, Ontario
- barbering and hairdressing M7A 2C4
- some entrance or transportation fees at outside activities Tel: 416 327-4300
- newspapers and magazines
- dry cleaning Ministry of Health, Long Term Care
- drug costs not covered by drug benefits - prescription fees
- denture marking (required) 465 Davis Drive, 3rd Floor
- special equipment (ie. Wheelchair as assessed by therapists) Newmarket, Ontario L3Y 8T2
- eye glasses, hearing aids, dentures and dental work Tel: 1-800-486-4935
11. The resident agrees to provide appropriate clothing,
adequate footwear, prosthetic devices (glasses, dentures,
etc.) and anything else reasonably necessary for the
resident’s life style. In 1993, the Ontario Government passed a Bill of Rights for residents in
long term care facilities. It serves to remind all of us to how valued our
seniors are within the community.
12. The resident agrees to use all
supplies, linens and furnishings with 1. Every Resident has the right to be treated with courtesy and
care. respect and in a way that fully recognizes the resident’s dignity
and individuality and to be free from mental and physical abuse.
13. In order to correctly identify a resident 2. Every resident has the right to be properly sheltered, fed,
in any emergency or during the clothed, groomed and cared for in a manner consistent with his
passing of medication, residents agree or her needs.
to wear an identity bracelet.
3. Every resident has the right to be told who is responsible for and
14. The resident agrees to pay the who is providing the resident’s direct care.
prescribed rate for accommodation as
determined from time to time by the 4. Every resident has the right to be afforded privacy in treatment
Province of Ontario and agrees to and in caring for his or her personal needs.
complete the prescribed forms that indicate all sources of
income should there be a difficulty meeting this obligation. 5. Every resident has the right to keep in his or her room and
display, personal possessions, pictures and furnishings in
15. The resident agrees to pay any other personal charges such keeping with safety requirements and other residents’ rights.
as private telephone, hairdressing, cable TV , transportation
charges, accompaniment to appointment (staff or hired nurs- 6. Every resident has the right to be informed of his or her medical
ing company), and unapproved drugs. condition, treatment and proposed course of treatment.
16. The resident agrees to pay a fee of 7. Every resident has the right to have his or her medical records
$25.00 per month should they wish to kept confidential in accordance with the law.
have Cable T.V. in their room. This
fee may vary in accordance with any 8. Every resident has the right to have the opportunity to
increases levied by the cable com- participate fully in making any decision and obtaining an
pany. independent medical opinion concerning any aspect of his or
her care, including any decision concerning his or her
17. Basic foot care will be provided but admission, discharge or transfer to or from another facility.
there will be a charge for any other
foot care whether undertaken at the 9. Every resident has the right to receive reactivation and
Home or done at an outside clinic. assistance towards independence consistent with his or her
10. Every resident who is being considered for restraints has the
right to be fully informed about the procedures and the
consequences of receiving or refusing them.
11. Every resident whose death is likely to be imminent has the right
to have members of the resident’s family present twenty-four
hours per day.
12. Every resident has the right to designate a person to receive
information concerning any transfer or emergency
hospitalization of the resident and where a person is so
designated to have that person so informed forthwith.
13. Every resident has the right to exercise the rights of a citizen
and to raise concerns or recommend changes in policies and Where there are rights, there are generally responsibilities. It is
services on behalf of himself or herself or others to the understood that due to challenges faced by some residents these
resident’s council, facility staff, government officials or any other responsibilities would not directly apply, but it is helpful for
person inside or outside the facility, without fear of restraint, families to see our expectations, too.
interference, coercion, discrimination or reprisal.
1. The resident agrees to observe the policies and rules of the
14. Every resident has the right to form friendships, to enjoy Golden Plough Lodge.
relationships and to participate in residents’ council.
2. The resident and the resident’s family must observe the
13.Every resident has the right to meet privately with his or her
smoking policy of the Golden Plough Lodge at all times.
spouse in a room that assures privacy and where both spouses
are residents in the facility, they have a right to share a room
3. The Resident agrees to treat fellow residents, roommates,
according to their wishes, if
companions and staff with courtesy, consideration and
an appropriate room is
4. The resident agrees to respect the privacy of all residents
15. Every resident has
the right to pursue social,
cultural, religious and other
interests to develop his or 5. The resident agrees to participate in all fire and disaster drills
her potential and to be promptly.
given reasonable provisions
by the facility to 6. The resident recognizes that others may require assistance
accommodate these pursuits. more urgently than himself/herself and that one cannot
always be first.
16. Every resident has the right to be informed in writing of any law,
rule or policy affecting the operation of the facility and of the 7. The resident agrees to report anything needing attention (ie
procedures for initiating complaints. injury, medical problems, security,housekeepingetc.promptly.
17. Every resident has the right to manage his or her own financial 8. The resident agrees to inform the staff when going out and is
affairs where the resident is able to do so, and where the responsible for his/her own welfare when away from the
resident’s financial affairs are managed by the facility to receive Lodge.
a quarterly accounting of any transactions undertaken on his or
her behalf and to be assured that the resident’s property is
9. The resident agrees to ensure that all personal possessions
managed solely on the resident’s behalf.
are suitably marked for identification and to ensure
reasonable precautions to protect his/her belongings.
18. Every resident has the right to live in a safe and clean
10. The resident agrees to give supervisors the opportunity to
correct a complaint or grievance by speaking with them