There are a number of mechanisms in place for addressing complaints and decisions relating to home and community care.
Each CCAC has a formal complaints process that CCAC clients/family members can access regarding decisions related to their service provision.
The LTC Action Line provides an intake and referral service to CCAC clients/family members as an additional avenue to the formal CCAC complaints process. The Long-Term Care ACTION Line is open seven days a week, from 8:30 a.m. to 7:00 p.m., and can be reached toll-free at: 1-866-434-0144.
If the CCAC client/family member is not satisfied with the response of the CCAC to the complaint, CCAC clients/family members can apply to the Health Services Appeal and Review Board.
Concerns about your care or health care experience with CCACs can be directed to the Patient Ombudsman.
The Long-Term Care Action Line is a service to hear concerns and complaints from persons receiving service from Long-Term Care Homes and Community Care Access Centres (CCAC).
The Action Line offers service in English and French.
You can call with any problems, concerns and/or complaints that you have about home care services or any issues regarding a CCAC.
When a call is received by the LTC Action Line, the client service representative will collect all your information, and then refer you either to your CCAC or to an independent third party called Independent Complaint Facilitators (ICFs).
Please note that the LTC Action Line process does not replace the formal CCAC complaint process, nor does it lessen the responsibility of the CCACs to work with their clients to address their concerns. It does, however, provide an additional resource to clients.
No. However, the best way to address a home care or CCAC concern is by knowing which CCAC is involved in delivering home care services and to whom.
In addition to the Long-Term Care ACTION Line referring your call to the CCAC, 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.
The Long-Term Care ACTION Line and the ICF process provide an additional avenue for CCAC clients to have their complaints heard. The Long-Term Care ACTION Line has been established to supplement, but not replace, the existing formal CCAC complaints process. CCACs are still responsible for working with their clients to resolve any issues the client may have.
CCAC 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 CCAC to help work through your concerns.
Home care clients are always encouraged to work with their CCAC first to resolve concerns before being referred to an ICF.
If you or a family member is not satisfied with the response of the CCAC to the complaint, you or your family members can apply to the Health Services Appeal and Review Board (HSARB) for a review of the decision. Decisions by the approved agency relating to the following can be appealed to the HSARB:
The CCAC can provide more information on the process for making an appeal to the HSARB
Concerns about your care or health care experience with CCACs can be directed to the Patient Ombudsman. The Patient Ombudsman supports clients, former clients and caregivers who have previously sought a resolution directly with their health care organization, yet were not able to reach a satisfactory resolution.
The Patient Ombudsman should be contacted after you have exhausted all other applicable complaint mechanisms, including contacting the CCAC directly or Long-Term Care ACTION Line.
More information about the Patient Ombudsman is available at www.patientombudsman.ca or by calling 416-597-0339 or 1-888-321-0339 (toll free).
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