Seniors Services and Long-Term Care – Complaints & Compliments

Long-Term Care Homes

For City of Toronto directly-operated long-term care homes:

We are committed to providing exemplary care and services. If we do not meet your expectations, we want to know about it so that we can quickly make it right. Our priority is to accomplish this in a supportive and transparent way that ensures there is no fear of reprisal.

1. You are welcome to speak with any member of our front line staff as they may be able to quickly address your complaint. If additional time or assistance is needed, staff will explain what steps will be taken which may include speaking to the Registered Nurse or Registered Nurse in Charge.
2. If you are not satisfied with the outcome, please speak to the appropriate Manager within the resident home area.
3. If you still have an unresolved concern, you are welcome to speak to the Director of Nursing or the Assistant Administrator.
4. If after following the above steps your concern has not been resolved to your satisfaction, please speak directly with the Administrator.
5. We expect your issue, concern or complaint to be resolved within the LTC home, but if not, please contact the Director, Long-Term Care Homes, City of Toronto at 416-392-3299.
6. If you cannot resolve your issue, concern or complaint with the Director, Long-Term Care Homes, City of Toronto, you may escalate to the General Manager, Seniors Services and Long-Term Care at 416-392-8906.
7. Complaints not addressed to your satisfaction, may also be directed to the Ministry: Long-Term Care Family Support and Action Line at 1-866-434-0144 or in writing to Director, Long-Term Care Inspection Branch, Long-Term Care Operations Division, 119 King St. W. 11th Floor, Hamilton ON L8P 4Y7.
8. Complaints not addressed to your satisfaction by the Director, Long-Term Care Homes, City of Toronto and not covered by the Ministry of Long-Term Care, may also be directed to the Ombudsman Toronto.
9. If the complainant has already contacted the LTC home directly and the Long-Term Care Family Support and Action Line and was not able to reach a satisfactory resolution, they may contact the (provincial) Patient Ombudsman online or by calling 1-888-321-0339 or 416-597-9339 (in Toronto), TTY 416-597-5371.

Community-Based Programs

We are committed to providing exemplary care and services. If we do not meet your expectations, we want to know about it so that we can quickly make it right.

1. Contact your caseworker if you are a client of the Homemakers and Nurses Services program, or contact the Registered Practical Nurse if you are a client in the Supportive Housing Program 
2. If you are not satisfied with the outcome, contact the Supervisor, Community Programs.
3. If we have been unable to provide an acceptable resolution, you should contact the Manager of Community Programs at 416-392-8579
4. We expect your issue, concern or complaint to be resolved, but if not, please contact the Director, Seniors Services and Community Programs.
5. Any issue, concern or complaint not resolved to your satisfaction may be appealed to the Community Programs Internal Review Committee. This option will be offered to you by the team member who is assisting you.
6. The General Manager is also available to help you seek an acceptable resolution to your issue, concern or complaint.
7. For complaints involving a decision regarding service eligibility, exclusion of a particular service, amount of service or termination of service to the Supportive Housing Program, a further appeal can be made to:

Health Services Appeal and Review Board
151 Bloor Street West, 9^th Floor
Toronto, ON, M5S 1S4
Phone 416-327-8512 of 1-866-282-2179 (Toll-Free)
email: hasarb@ontario.ca

Adult Day Programs

We are committed to providing exemplary care and services. If we do not meet your expectations, we want to know about it so that we can quickly make it right.

1. You are welcome to speak with any member of our front line staff as they may be able to quickly address your concern. If additional time or assistance is needed, staff will explain what steps will be taken which may include speaking to the Manager, Resident Services.
2. If you are not satisfied with the outcome, you are welcome to speak to the Administrator.
3. We expect your issue, concern or complaint to be resolved, but if not, please contact the Director, Long-Term Care Homes, City of Toronto at 416-392-3299.
4. If you cannot resolve your issue, concern or complaint with the Director, Long-Term Care Homes, City of Toronto, you may escalate to the General Manager, Seniors Services and Long-Term Care at 416-392-8906.