About City-Operated Long-Term Care Homes

The City of Toronto operates 10 long-term care homes. Learn more about the quality care and services the City provides as a leader in excellence and groundbreaking services for healthy aging.

Seniors Services and Long-Term Care (SSLTC) have been awarded Accredited with Commendation for surpassing the fundamental requirements of the national accreditation program.

Accreditation Canada’s report provides an overview and summary of the October 17 – 20, 2022 on-site survey results in which SSLTC achieved 97 per cent of applicable criteria, including Required Organizational Practices (ROPs).

Accreditation Canada’s Qmentum® Long-Term Care program is customized to meet the care needs and core values of long-term care (LTC) homes, with the purpose of guiding continuous quality improvement. The program is founded on the principles of people-centred care and co-designed with insight and guidance from a diverse group of LTC stakeholders.

Accreditation Canada is a not-for-profit, independent organization accredited by the International Society for Quality in Health Care (ISQua).

All City of Toronto long-term care homes have behavioural support programs. In addition:

  • Cummer Lodge has a Ministry-designated 16-bed Behavioural Support Unit which receives enhanced funding.
  • Bendale Acres has received Behavioural Specialized Unit pilot funding to provide accommodation, care, services, programs and goods for residents with heightened responsive behaviours.

As recognized leaders in behavioural support programs, Seniors Services and Long-Term Care (SSLTC) have a long history of demonstrated knowledge of dementia, delirium and mental health in the delivery of care.

Staff and medical professionals are knowledgeable in:

  • most prevalent types and related causes of behavioural issues
  • 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
  • experience of the behaviour(s) from the perspective of the resident, family members and other partners in care.

The Capital Renewal Plan is an exciting opportunity to modernize and improve the design of homes while advancing our vision to be leaders in excellence and ground-breaking services for healthy aging. The plan keeps beds in service at each site for as long as possible in order to minimize disruption. Residents will continue to receive excellent care and service throughout the redevelopment program. City Council has directed:

  1. Proceed with the recommended staged approach to address mandatory redevelopment
  2. Enter into discussions with the Ministry of Health and Long-Term Care and Local Health Integration Networks to negotiate bed allocations and movements between locations, and to schedule redevelopment projects
  3. Enter into discussion with Humber College Lakeshore Campus regarding opportunities for a teaching long-term care centre of excellence
  4. Explore opportunities to add affordable housing on the sites being redeveloped.

In addition to approving the Capital Renewal Plan, Council adopted the George Street Revitalization plan which will include a long-term care home, emergency shelter, and community hub to better meet the needs of homeless, vulnerable and elderly individuals.

The Capital Renewal Plan is based on the following Guiding Principles:

  • Deliver current level of service (2,641 Ministry approved beds) to support high-quality specialized resident-focused care while seeking to maximize cost savings and efficiencies.
  • Promote and preserve partnerships, including ethnocultural, volunteer and community linkages.
  • Respond to emerging community needs and serve vulnerable individuals.
  • Minimize resident disruption related to capital renewal.
  • Advance the Toronto Seniors Strategy with a City-wide commitment to CARE (Compassion, Accountability, Respect and Excellence) by strategically locating its homes throughout the City and by providing community hub space in support of healthy aging.

The five (5) City of Toronto long-term care homes identified for mandatory redevelopment are:

And City Council adopted the goal to maximize the potential number of long-term care beds which could be located on the sites requiring redevelopment. Based on the sites identified at the time, this would represent an increase of 978 beds to the existing inventory of 2,641 beds, and would be the first increase (37 per cent) in City-operated long-term care beds in approximately 30 years.

Palliative and end of life care program is a holistic approach to care offering long-term care residents, and their loved ones or substitute decision maker, specialized care and services which are resident-centred, compassionate, coordinated and focus on managing and supporting the needs of residents who are facing a serious, life-limiting illness.

Palliative Approach

A palliative approach to care provides long-term care residents and their loved ones or substitute decision maker, with a continuum of care and services to relieve suffering and improve overall quality of life, in accordance with residents’ expressed values and preferences. Long-term care residents receiving palliative care may be offered specialized services, based on their condition, to manage the progression of their illness in concert with the resident, their loved ones or substitute decision maker. Palliative care focuses on the clinical, psychological, social and spiritual needs of the resident and their loved ones.

End of Life Care

End of life care occurs in the last part of a long-term care resident’s life. End of life care is adopted when death is expected, based on assessments and changes in health status usually in the last days, weeks or months of life. Long-term care residents will be cared for in a holistic manner that supports their comfort by relieving the symptoms and stresses they may be experiencing at end of life.

Team-based Approach

Each of the City’s long-term care homes have an inter-professional team including primary care providers (physicians, nurse practitioners, nurses), personal support workers, social work counsellors, physiotherapists, occupational therapists, dietitians, complementary care assistants, spiritual and religious care, volunteer coordinators, music and art therapists and recreation services assistants. The team members involved will be based on the resident’s care needs, preferences and wishes.

Palliative & End of Life Care Plans

Palliative and end of life care plans are individualized for each long-term care resident. They are created in collaboration with the resident, their loved ones or substitute decision-maker, and the care team members. Care plans are developed based on assessments of the resident’s physical, cognitive, social, emotional, and spiritual needs and preferences as well as resident’s values, strengths, and desires.

Managing Symptoms

The care team will monitor and implement clinical interventions based on the resident’s care needs and preferences in order to minimize discomfort, pain, and suffering, and provide relief from symptoms. Some of the symptoms experienced at end of life include pain, tiredness and fatigue, drowsiness, nausea, changes in appetite, shortness of breath, depression and anxiety. The earlier symptoms are identified, the better they can be managed and treated.

Grief & Bereavement Support

Grief is a natural and personal reaction to death. It is important to provide opportunities for expressing feelings and thoughts that are common in grieving. Staff, including a social work counsellor is available to speak with you and your family when needed.

SSLTC is committed to healthy, safe and positive environments in which to live, visit and work. Behaviours that violate respect will be dealt with immediately. If you see or hear something of concern, please speak to a staff member.

  • Every person who lives, works or visits a City of Toronto long-term care home is entitled to be treated with respect and dignity and should show respect. Kindness, courtesy, and concern for others are all important aspects of this commitment.
  • SSLTC have zero tolerance for lack of respect, abuse and violence in the workplace.
  • Everyone is expected to be considerate, treat others in a respectful manner and show proper care and regard for the property of others and for City property.
  • Lack of courtesy, violation of rights, rudeness, bullying, violence and/or any form of abuse by any person to any person will not be tolerated.
  • Individually and together we are responsible to demonstrate respect to all those we come into contact with – residents, clients, families, volunteers, members of the public, managers, staff and each other – this expectation includes respect for lifestyle, cultural and religious beliefs.

Statement of Information Practices

Seniors Services and Long-Term Care (SSLTC), a Division of the City of Toronto is the Health Information Custodian for ten (10) long-term care homes. This means, under the Personal Health Information Protection Act, 2004 (PHIPA), SSLTC has the responsibility to ensure that personal health information is collected, used, stored and shared with full regard for the protection of privacy and the confidentiality of personal health information. This obligation to protect the privacy of personal health information extends to persons who act as agents of the Ministry of Healthy (MOH) and Ministry of Long-Term care (MLTC).

Access

Individuals who wish to access or correct their personal health information, or have questions about how it is collected, maintained, used or disclosed, are encouraged to contact the long-term care home’s management team.

Individuals may also make a written request for access or to correct personal health information under PHIPA.

Complaints

SSLTC is committed to resolving all concerns or complaints and encourages individuals to first contact the department involved. An individual’s concerns or complaints about access or privacy practices within SSLTC may be directed to the Department Manager. For general concerns or complaints about privacy practices, individuals are encouraged to contact the SSLTC Privacy Office at SSLTCPrivacy@toronto.ca.

Individuals may also submit a complaint regarding access or privacy practices of SSLTC directly with the Office of the Information and Privacy Commissioner (IPC):

Information and Privacy Commissioner / Ontario
2 Bloor St. E., Suite 1400
Toronto, Ontario M4W 1A8
Phone: 416-326-3333
Email: commissioner@ipc.on.ca

Contact Information

If you have any questions about our information practices, feel free to contact:

Manager, Privacy and Clinical Information Management
1530 Markham Road, Unit #502 – 5th Floor
Toronto, Ontario M1B 3G4
Phone: 416-392-8490
Fax: 416-392-8457
Email: SSLTCPrivacy@toronto.ca

Seniors Services and Long-Term Care has co-developed and launched Leading & Learning With Pride, a training Tool Kit to transform care for Two-Spirit, Lesbian, Gay, Bisexual, Transgender, Queer, Intersex, and other gender- and sexually-diverse seniors (2SLGBTQI+).

This ground-breaking work addresses needs of diverse older adults and advances Recommendation 22 in the Toronto Seniors Strategy 2.0, and the City’s equity goals of promoting access and equitable outcomes for diverse 2SLGBTQI+ seniors across long-term care homes and seniors services.

Commitment to CARE

Seniors Services and Long-Term Care is responsible for service planning and strategic integration of City services for seniors.

The scope of services provided includes:

  • Community support programs such as adult day programs, supportive housing services, tenancy supports and homemakers and nurses services for vulnerable individuals who reside in the community.
  • Directly operating 10 long-term care homes which provide 24-hour resident-focused care for permanent, convalescent, and short-stay admissions; care, services and programs enhance quality of life by responding to individual resident needs.

Mission

We support Toronto seniors and people in long-term care to have the healthiest, most fulfilling lives possible through exceptional care and services.

Vision

An age-equitable Toronto with fully connected services for seniors and long-term care, enabling people to live with support and age with dignity.

Strategic Priorities

We have identified these strategic priorities and key objectives we will focus on during 2022-2025 to fulfill our mission and achieve our vision:

Excellence in Care & Service

  • Integrate our mandates with the goal of being a Centre of Excellence
  • Create strategies to enhance current services
  • Advance resident-centred care through CareTO implementation
  • Execute on SSLTC Reconciliation Action Plan

Integrated Care & Service Continuum

  • Enable easy access to a full continuum of care
  • Incorporate leading practices
  • Revolutionize IT system to enable seamless communication

Thriving Workforce

  • Attract, retain, and develop staff
  • Evolve and embrace a diversified, inclusive, and equitable environment
  • Establish a culture of continuous learning

Values

Seniors Services and Long-Term Care believes in the CARE values:

Compassion

We are committed to providing compassionate care and comforting support that values the strengths, needs and desires of those we serve.

Accountability

We are committed to acting with integrity and to using City property, services and resources in a responsible, accountable and transparent manner.

Respect

We are committed to upholding resident/client rights and respecting diversity; by embracing our differences and supporting others we demonstrate fairness, inclusion and equity.

Excellence

We are committed to providing the highest quality of care and service; through innovation, teamwork, customer satisfaction, best practices and working co-operatively.

Care Values video

  • For 2023/24, each of the City of Toronto’s 10 long-term care homes have voluntarily submitted a Quality Improvement Plan (QIPs) to Ontario Health.
  • The QIPs demonstrate our commitment to collaborate with residents, families, caregivers and external stakeholders to improve healthcare outcomes.
  • Each of the QIPs are posted on the Ontario Health website and include a narrative, work plan and targets to improve resident outcomes and experiences.

Seniors Services and Long-Term Care (SSLTC) welcomes opportunities to enhance our knowledge in pursuit of excellence in the services that we provide. We know that research is an integral component of knowledge building in pursuit of that excellence.

To that end, we have developed formalized processes related to the submission of research proposals these are based on our ethics statement and ethics decision-making principles. This framework guides us to ensure that any research that is approved to be conducted within our division meets the highest standards for health care research and also meets the more specific criteria established by Seniors Services and Long-Term Care.

All research proposals must have prior ethical approval from an accredited university, teaching hospital or national granting agency before the proposal will be submitted to the division’s own Ethics and Research Committee for consideration. All approved research must be conducted in a way that ensures minimal disruption to residents, clients, families and staff and provides learning and potential future benefit related to the enhancement of long-term care. All approved research must comply with the requirements of the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA) and the Personal Health Information Protection Act (PHIPA).

If you are interested in collaborating with the City in research that would build knowledge in the pursuit of excellence in long-term care, email ltc-ho@toronto.ca with the subject line “Research” for more details about the application process.

Fundamental Principle

Source: Fixing Long-Term Care Act, 2021
Home: the fundamental principle

The fundamental principle to be applied in the interpretation of this Act and anything required or permitted under this Act is that a long-term care home is primarily the home of its residents and is to be operated so that it is a place where they may live with dignity and in security, safety and comfort and have their physical, psychological, social, spiritual and cultural needs adequately met.

Seniors Services and Long-Term Care (SSLTC) fully respects that the following rights of residents are fully respected and promoted:

Residents’ Bill of Rights

Right to be treated with respect

  1. Every resident has the right to be treated with courtesy and respect and in a way that fully recognizes the resident’s inherent dignity, worth and individuality, regardless of their race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status or disability.
  2. Every resident has the right to have their lifestyle and choices respected.
  3. Every resident has the right to have their participation in decision-making respected.

Right to freedom from abuse and neglect

4. Every resident has the right to freedom from abuse.
5. Every resident has the right to freedom from neglect by the licensee and staff.

Right to an optimal quality of life
6. Every resident has the right to communicate in confidence, receive visitors of their choice and consult in private with any person without interference.
7. Every resident has the right to form friendships and relationships and to participate in the life of the long-term care home.
8. Every resident has the right to share a room with another resident according to their mutual wishes, if appropriate accommodation is available.
9. Every resident has the right to meet privately with their spouse or another person in a room that assures privacy.
10. Every resident has the right to pursue social, cultural, religious, spiritual and other interests, to develop their potential and to be given reasonable assistance by the licensee to pursue these interests and to develop their potential.
11. Every resident has the right to live in a safe and clean environment.
12. Every resident has the right to be given access to protected outdoor areas in order to enjoy outdoor activity unless the physical setting makes this impossible.
13. Every resident has the right to keep and display personal possessions, pictures and furnishings in their room subject to safety requirements and the rights of other residents.
14. Every resident has the right to manage their own financial affairs unless the resident lacks the legal capacity to do so.
15. Every resident has the right to exercise the rights of a citizen.

Right to quality care and self-determination
16. Every resident has the right to proper accommodation, nutrition, care and services consistent with their needs.
17. Every resident has the right to be told both who is responsible for and who is providing the resident’s direct care.
18. Every resident has the right to be afforded privacy in treatment and in caring for their personal needs.
19. Every resident has the right to,
i. participate fully in the development, implementation, review and revision of their plan of care,
ii. give or refuse consent to any treatment, care or services for which their consent is required by law and to be informed of the consequences of giving or refusing consent,
iii. participate fully in making any decision concerning any aspect of their care, including any decision concerning their admission, discharge or transfer to or from a long-term care home and to obtain an independent opinion with regard to any of those matters, and
iv. have their personal health information within the meaning of the Personal Health Information Protection Act, 2004  kept confidential in accordance with that Act, and to have access to their records of personal health information, including their plan of care, in accordance with that Act.
20. Every resident has a right to ongoing and safe support from their caregivers to support their physical, mental, social and emotional wellbeing and their quality of life and to assistance in contacting a caregiver or other person to support their needs.
21. Every resident has the right to have any friend, family member, caregiver or other person of importance to the resident attend any meeting with the licensee or the staff of the home.
22. Every resident has the right to designate a person to receive information concerning any transfer or any hospitalization of the resident and to have that person receive that information immediately.
23. Every resident has the right to receive care and assistance towards independence based on a restorative care philosophy to maximize independence to the greatest extent possible.
24. Every resident has the right not to be restrained, except in the limited circumstances provided for under this Act and subject to the requirements provided for under this Act.
25. Every resident has the right to be provided with care and services based on a palliative care philosophy.
26. Every resident who is dying or who is very ill has the right to have family and friends present 24 hours per day.

Right to be informed, participate, and make a complaint
27. Every resident has the right to be informed in writing of any law, rule or policy affecting services provided to the resident and of the procedures for initiating complaints.
28. Every resident has the right to participate in the Residents’ Council.
29. Every resident has the right to raise concerns or recommend changes in policies and services on behalf of themself or others to the following persons and organizations without interference and without fear of coercion, discrimination or reprisal, [Watch SSLTC No Reprisal video on You Tube] whether directed at the resident or anyone else:
i. the Residents’ Council.
ii. the Family Council.
iii. the licensee, and, if the licensee is a corporation, the directors and officers of the corporation, and, in the case of a home approved under Part IX, a member of the committee of management for the home under section 135 or of the board of management for the home under section 128 or 132.
iv. staff members.
v. government officials.
vi. any other person inside or outside the long-term care home.

Seniors Services and Long-Term Care holds a number of Service Accountability Agreements with Ministry funding partners:

2023-24 Long-Term Care Home Service Accountability Agreement for Kipling Acres, Wesburn Manor, Carefree Lodge, & Cummer Lodge:

2023-24 Long-Term Care Home Service Accountability Agreement for Bendale Acres, & Seven Oaks:

Toronto Central LHIN:

Cliffwood Manor Supportive Housing:

All Other City Operated Supportive Housing Sites and Adult Day Programs at Kipling Acres, Bendale Acres and Cummer Lodge:

Wesburn Manor Adult Day Program operated by Etobicoke Services for Seniors:

 

The City’s long-term care homes provide spiritual and religious care as part of its inter-disciplinary approach to resident care and service.

Within each of our homes there is a contracted Coordinator of Spiritual and Religious Care available to support residents and families in meeting their spiritual and religious care needs. The Coordinators work with multi-faith community leaders to ensure that residents’ traditions and beliefs are respected. Homes have regularly scheduled worship services for residents and it is possible to make additional arrangements for spiritual and religious care for another community faith leader or a lay visitor.

In line with Ministry guidance, caregivers /essential visitors may visit even if the long-term care (LTC) home is in outbreak to provide essential support for a resident to maintain good health and well-being.

Caregivers / essential visitors, must be registered with the LTC home. In addition they will:

  • receive added training on IPAC and PPE
  • be provided with and a wear mask (indoors) and PPE as required, depending on the condition of the resident they are visiting (for example, face shield if a resident is on contact and droplet precautions)

All general visitors are welcome to visit.

Sometimes there may be a need to limit the number of visitors at a time, depending on the physical structure of the LTC home and based on Toronto Public Health direction, please follow staff guidance.

General visitors need to wear a mask (for indoor visits) and PPE, if required, and as provided.

In line with the CARE values, the presence of family, friends, and the community support a home-like environment and contribute to a high quality of life for those residing in long-term care.

There are four types of essential visitors:

  • people visiting very ill or palliative residents who are receiving end-of-life care for compassionate reasons, hospice services, etc.
  • government inspectors with a statutory right of entry.
  • support workers provide support to the critical operations of the home or to provide essential services to residents.
  • caregivers provide direct care to meet the essential needs of a particular resident. Caregivers must be at least 16 years of age and must be designated by the resident or their substitute decision-maker.

Tips when visiting a long-term care home operated by the City of Toronto:

  • There is no requirement to schedule your visit and there are no limitations on the length or frequency of visits, you are welcome at any time
  • Provide required information in the Visitor’s Log
  • Adhere to all posted Ministry and City of Toronto guidelines and policies
  • Stay out of non-resident areas such as the nursing station, staff rooms, storage rooms, utility rooms, etc.
  • Non-family members need to be expressly invited into a resident room by the resident or family
  • Children are to be supervised by a responsible adult at all times
  • Pets must be leashed, well-mannered and have updated rabies vaccination.

Maintaining a healthy and safe environment for all:

  • Please do not visit the long-term care home if you feel ill, unwell or have symptoms that are not related to pre-existing health conditions
  • Please clean your hands frequently, cover coughs or sneezes with tissue or crook of arm, refrain from touching your face.
  • Participate in training on infection prevention and control (IPAC) practices and adhere to required use of personal protective equipment (PPE), as required
  • Please refrain from wearing scented products
  • Visitors who are legally prohibited from contacting a resident are not permitted to visit
  • If Infection Control Precaution signage is posted, please check with the nursing staff for further direction prior to entering the resident room
  • During an outbreak, visitors are expected to adhere to any restrictions put into effect by Toronto Public Health
  • Follow staff instruction in the event of an emergency
  • Visitors will refrain from providing personal care to residents for which knowledge, education, and certification may be required. Do not bring in medications and leave in resident room, always give to the nurse
  • During winter months, visitors are asked to take care to ensure they have removed excess snow from clothing and footwear; resulting puddles could become a hazard.

Health Information and Privacy:

  • Staff are only able to provide updates on a resident’s specific condition to a documented designated person
  • Visitors, including family, must not take pictures or video recordings of any other visitors, staff or other residents without the express consent of the individuals involved
  • Visitors may be requested to leave a resident’s room when care is being provided.

Other:

  • Food and fluids are available for resident consumption only. Meal tickets can be purchased from the Administration Office
  • Supplies and equipment re not available for use by visitors without the express permission from management
  • Smoking is prohibited in the long-term care home and nine metres surrounding any entrance/exit. Smoking is only permitted in designated areas on the grounds.
  • The consumption of alcohol is prohibited by visitors.
  • Possession and use of street drugs and/or weapons is prohibited.

Unacceptable behaviour on the part of a visitor such as loud and disruptive behaviour, verbal abuse, physical abuse, violence, interference with the care of a resident, and infringement of the guidelines for visitors will not be tolerated, and may result in visiting restrictions or visiting prohibition.

Zero Tolerance for Abuse applies to any person who has contact with a resident or client, including staff, agents, volunteers, family members, substitute decision makers (SDMs), visitors, paid trainees and paid companions. Seniors Services and Long-Term Care adheres to and enforces zero tolerance of abuse by any person.

Seniors Services and Long-Term Care strictly adheres to and enforces zero tolerance of abuse of residents and clients by any person.The policy Zero Tolerance for Abuse applies to any person who has contact with a resident or client, including staff, agents, volunteers, family members, substitute decision makers (SDMs), visitors, paid trainees and paid companions.The definition of zero tolerance for abuse is defined by the Ministry of Health and Long-Term Care as:

“Zero tolerance” means within this policy, that the Long-Term Care Home Operator shall:

  • Uphold the right of the residents of Long-Term Care Homes to be treated with dignity and respect within those homes, and to live free from abuse and neglect.
  • Neither abuse, nor allow the abuse of any resident in the Operator’s Long-Term Care Home by Staff or volunteers, nor condone the abuse of any resident by any other person(s) at the home.
  • Provide information and education regarding abuse and the prevention of abuse.
  • Treat every allegation of abuse as a serious matter.
  • Investigate every allegation of abuse.
  • Take corrective action, including sanctions or penalties against those who have committed abuse against a resident.
  • Report to the Ministry of Health and Long-Term Care every suspected or confirmed incident of abuse.
  • Make every effort to eliminate abuse through the quality and risk management programs.

For the purpose of this policy, staff includes any permanent, part-time and contracted:

  • Employees
  • Physicians
  • Agency staff
  • Contracted health-care professionals
  • Paid trainees
  • Students under clinical placements
  • Paid companions (paid by the resident, family member or substitute decision-maker).

This definition does not imply or create an employer/employee relationship where none exists, and it is used solely in the context of this policy to clarify that abuse will not be tolerated from any source.

Abuse can take many forms. Seniors Services and Long-Term Care will not condone any resident abuse. The Standards of Employee Conduct, Standard Respect for Others, 6.1 Resident Abuse, clearly defines staff expectations regarding resident abuse.

Abuse is defined as:

“Abuse” of a resident means any action or inaction, misuse of power and/or betrayal of trust or respect by any person against a resident, that the person knew or ought to have known, would cause (or could reasonably be expected to cause) harm to the resident’s health, safety or well-being.

Abuse includes, but is not limited to:

  • Physical Abuse
  • Sexual Abuse and Sexual Assault
  • Emotional Abuse
  • Verbal Abuse
  • Financial Abuse
  • Exploitation or a Resident’s Property or Person
  • Neglect
  • Prohibited Use of Restraints
  • Measures Used to Discipline a Resident

Residents have the right to dignity, respect and freedom from abuse and neglect. Seniors Services and Long-Term Care has a zero tolerance for abuse; therefore, abuse will not be tolerated by any person entering the Home and corrective action will be taken in all instances of resident abuse.