Bendale Acres

CareTO is about:

• Person-Centred Care
• Innovative and Flexible Practices
• Participatory Engagement in Decision Making
• Building Nurturing Relationships
• Empowering Voices and Collaborative Teamwork

Bendale Acres is investing in CareTO, the City’s brand for long-term care culture change. Our goal is to improve the experiences of all those who live, work and visit.

Initially constructed in the mid-60’s, the home was completely renovated in 1995 and contains:

• 100 private and 101 semi-private rooms, each with ensuite washroom (302 beds)
• all resident bedrooms have air conditioning
• large windows and an atrium-style foyer with fireplace and skylights
• large fenced garden
• inter-denominational worship centre
• self-contained resident units on each of the home’s six floors featuring spacious dining rooms, lounges and recreational and rehabilitation rooms

Residents enjoy on-unit food and nutrition services, including three meals and three snacks each day. Menus are prepared to include in-season fresh fruits and vegetables. A registered dietitian is on staff and provides additional nutritional support to residents.

Bendale Acres offers the following specialized services:

• Behavioural Support Programs
• 37 French Language Service beds designated under the French Languages Services Act
• Adult Day Program

Behavioural Support Programs

As recognized leaders in behavioural support programs, we have a long history of demonstrated knowledge of dementia, delirium and mental health in the delivery of care. Bendale Acres has a Ministry-designated 15-person Behavioural Support resident home area, the Highland Creek Retreat, which receives enhanced funding.

Staff and medical professionals are knowledgeable in the most prevalent types and related causes of behavioural issues, understand disease processes, stages and progression, diagnostic and assessment process, cognitive or neurological symptoms, treatment interventions, appropriate communication to address resident needs, strategies to promote optimal quality of life and experience of the behaviour(s) from the perspective of the resident, family members and other partners in care.

Pavillon Omer Deslauriers

Bendale Acres is home to a 37-person French language services resident home area, which has been designated under the French Language Services Act. Staff are bilingual in English and French, and are able to provide care for residents in their preferred language. Residents can enjoy recreational activities, special events and spiritual and religious care, as well as music, art and complementary care in a language-specific environment.

A Guide for Planning and Providing Francophone Long-Term Care Services is for those involved in planning, advocating for and providing Francophone health services. The guide provides an optimal model for providing long-term care in French and features the Pavillon Omer Deslauriers and Bendale Acres.

Summary of Resident Responses

• 99 per cent of residents feel the home provides a homelike environment, which is clean.
• 95 per cent of residents are satisfied with the quality of the care and service.
• 95 per cent of residents feel that staff treat them with respect.
• 94 per cent of residents feel the variety and quality of activities meet their needs.

Summary of Family Responses

• 100 per cent of families/caregivers feel the staff treat their family member with respect.
• 100 per cent of families/caregivers feel the home provides a welcoming atmosphere where their family member feels safe and accepted.
• 94 per cent of families/caregivers would recommend this home to others.
• 94 per cent of families/caregivers feel their issues, concerns or requests for information are addressed.

We will continue to improve

• Respectful treatment of personal belongings
• Enjoyable mealtime experiences
• Variety and quality of food
• Quality of laundry service

For more detailed information, please email ltc-ba@toronto.ca.

Toronto Emergency Management leads and facilitates activities related to the City’s ability to mitigate, prepare for, respond to, and recover from major emergencies.

We have incorporated the City’s Business Continuity Management and Toronto’s Emergency Plan into an Emergency Management Plan for the City’s directly operated long-term care homes.

Bendale Acres has a structured emergency management process of risk identification, mitigation, preparedness, response and recovery.

The scope of emergency management planning includes a variety of hazardous situations that may occur inside or outside of the long-term care home, such as:

• fire
• natural disaster
• biochemical and bomb threats
• chemical spills
• radiation exposure
• threats of personal violence
• power failure
• utilities and telecommunications failure

All staff members are trained to respond to these universal codes for emergencies:

• Code Red: Fire
• Code Black: Bomb Threat
• Code Yellow: Missing Resident
• Code Green: Evacuation
• Code Orange: External Disaster
• Code White: Violent Behaviour
• Code Blue: Cardiac Arrest
• Code Brown: Hazardous Spill
• Code Grey: Infrastructure Failure

In addition, we follow the Incident Management System (IMS) and have a robust Crisis/Disaster Communication Protocol.

For further information, please contact Christine Normandeau, Administrator.

The Quality Improvement Initiative Report for 2026-27 has been developed as required by the Fixing Long-Term Care Act, 2021. As required by Ontario Health, Quality Improvement Plans (QIPs) for 2026-27 were submitted on April 1, 2026. The QIPs guide quality improvement work that improves resident care, safety and outcomes. The QIPs demonstrate our commitment to collaborate with residents, families, caregivers and external partners.

The 2026-27 QIPs, Progress Report and Narrative are available from the Administrator and are posted in each of the LTC homes.

Continuous Quality Improvement (CQI) Initiative Report

2026 Quality Improvement Initiatives and priorities are supported by effective partnerships, committee structures and evidence informed processes. To receive a complete copy of the report, email the Administrator.

Quality Improvement Leads

• Christine Normandeau, Administrator, is the designated Quality Improvement Lead and Chair of Site Continuous Quality Improvement (CQI) Committee.
• Elizabeth Juraschka is the Divisional Quality Improvement Advisor.

Priority Areas

Bendale Acres has identified these areas for improvement, developed in consultation with Residents’ Council, Family Council and aligned to Ontario Health priorities:

• Focus on improving resident outcomes by reducing Emergency Department visits, minimizing antipsychotic medication use and decreasing fall rates through targeted clinical interventions
• Advance staff development by ensuring all full-time staff and managers completed Equity, Diversity and Inclusion education and training
• Improve the dining experience

Policies, Procedures and Protocols that Guide Continuous Quality Improvement

Quality improvement policies have been established to guide quality improvement work and align with the Fixing Long-Term Care Act, 2021, Accreditation standards and required organizational practices, Ontario Health requirements and the Excellent Care for All Act, 2010.

Continuous Quality Improvement Priority Selection Process

Priorities are selected through analysis of:

• Performance data, audits, inspections, program evaluations
• Resident and Family “Your Opinion Counts” experience survey results
• Accreditation Canada and Ontario Health system level priorities

Opportunities for improvement are reviewed throughout the year by the Site CQI Committee, Residents’ Council and Family Council.

Monitoring and Measuring Progress

Bendale Acres actively monitors and measures progress on its quality improvement plan through a structured, data-driven approach. Performance indicators are aligned with key priorities such as resident safety, clinical outcomes, regulatory compliance and overall satisfaction.

Progress is tracked against defined benchmarks and provincial standards with results compiled into monthly/quarterly performance dashboards. These dashboards identify trends, highlight areas for improvement and inform action plans.

Leadership shares outcomes through various committees and communication strategies to enforce accountability and accelerate improvements ensuring that the quality improvement plan remains a living document that drives measurable sustainable enhancements in resident care and organizational performance.

Family and Resident “Your Opinion Counts” Experience Survey

The Your Opinion Counts (YOC) experience survey is administered annually to measure resident and family experiences. The survey was administered in September, after consultation with the Residents’ Council and Family Council. Survey results were analyzed to inform areas for improvement. Bendale Acres has made every reasonable effort to act on the results of the survey and to improve the long-term care home and the care, services, programs and goods.

Resident, Family and Caregiver Your Opinion Counts Experience Survey requirements under the Fixing Long-Term Care Act, 2021

Bendale Acres Your Opinion Counts 2025 results

Communication Records

• Staff are well-trained and provide excellent care for individuals requiring increasingly complex care that may include: intravenous treatments, gastric feeding tubes, oxygen therapy and extensive wound management
• Residents are able to access on-site dental, hearing, eye and foot care from contracted service providers
• Private family dining room for family celebrations
• Fenced garden with view of Lawrence Avenue, including secure garden area for Cognitive Support Unit residents
• Art and Music Programs
• Complementary Care Therapy, including aromatherapy and light massage
• Physiotherapy services
• Recreation and Rehabilitation Staff
• Co-ordinator of Spiritual & Religious Care
• Support from the Regional Psychogeriatric Consultant and the Mental Health Outreach Team
• Behavioural Resource Team
• Close proximity to Scarborough Hospital Regional Dialysis program for residents requiring Haemodialysis
• Located centrally on TTC routes and minutes from the 401
• Adult Day Centre

Families are an integral part in helping make the best decisions for their family member. We offer many opportunities for families to be involved:

• Resident care conferences
• Quality Improvement, Innovation and Risk Management Committee
• Family Council
• Satisfaction surveys
• Volunteer services.

Bendale Acres is a dynamic part of the community providing support to seniors and local groups. We supply meals to the TransCare Community Support Services Meals-on-Wheels program seven days a week, producing over 600 meals per week for delivery.

We have an on-site child care centre and partner for inter-generational programs. Secondary school, college and university students complete a variety of clinical and training rotations each year, sharing new knowledge and learning from the experiences our staff share.