Local Health Integration Networks

Long-Term Care Action Line

Questions and Answers
Information for home care clients

The Long-Term Care Action Line is a service to hear concerns and complaints from persons receiving service from Long-Term Care Homes and Local Health Integration Networks (LHINs).

The Action Line offers service in English and French.  This Q&A document is available in 19 languages.

What kind of problems can I call about?
You can call with any problems, concerns and/or complaints that you have about home care services or any issues regarding a LHIN.

How will the Long-Term Care Action Line staff address my concerns?
The Long-Term Care ACTION Line staff will ask whether the LHIN has been contacted about your concern. If not, you will be asked for permission to notify the LHIN and the LHIN will contact you to discuss your concerns.

Do I have to give my name and address to the Long-Term Care Action Line staff when I call?
No. However, the best way to address a home care or LHIN concern is by knowing which LHIN is involved in delivering home care services and to whom.

What is an Independent Complaints Facilitator?
In addition to the Long-Term Care Action Line referring your call to theLHIN, callers have the option of speaking to an Independent Complaints Facilitator (ICF) to discuss their concerns. ICFs are located throughout Ontario and are trained to listen to your concerns. If you decide to be referred to an ICF, they will contact you by telephone within 10 business days.

What is the scope of the ICF process?
LHIN clients who would like to work with an ICF must call the Long-Term Care ACTION Line. At your request, the Long-Term Care ACTION Line will have an ICF contact you. With your consent, the ICF can also contact your LHIN to help work through your concerns.

Home care clients are always encouraged to work with their LHIN first to resolve concerns before being referred to an ICF.

How can I reach an ICF?
LHIN clients who would like to work with an ICF must call the Long-Term Care ACTION Line at 1-866-876-7658. At your request, the Long-Term Care ACTION Line will have an ICF contact you. With your consent, the ICF can also contact your LHIN to help work through your concerns.

Home care clients are always encouraged to work with their LHIN first to resolve concerns before being referred to an ICF.

Long-Term Care Action Line Fact Sheets are available in the following languages

Fact Sheets [PDF]
Arabic
Chinese - Simplified
Chinese - Traditional
English
Farsi
French
German
Greek
Italian
Korean
Oji-Cree
Polish
Portuguese
Punjabi
Russian
Spanish
Tagalog
Tamil
Urdu
Vietnamese

To view Portable Document Format PDF files, you will need to have Adobe Acrobat® Reader installed on your computer. You can download this free software from the Adobe website.

For More Information

Call ServiceOntario, Infoline at:
1-866-532-3161 (Toll-free)
In Toronto, (416) 314-5518
TTY 1-800-387-5559.
In Toronto, TTY 416-327-4282
Hours of operation : Monday to Friday, 8:30am - 5:00pm