1. Make a complaint to the long‑term care home
The law says that you have the right to make a complaint about the care you are getting or about the long-term care home.
This includes making a complaint if the Residents’ Bill of Rights is not being followed.
Your complaint might be about something specific that happened or about general behaviour that goes against your rights.
Ask the staff for a copy of the home’s complaint process. You have a right to get this information in writing.
If you complain that you or another resident has been abused or neglected, the home must investigate this right away.
If the home thinks that the abuse is a criminal offence, they must call the police.
You can make your complaint in writing or by talking to any staff of the home.
Written complaints
The home must send a copy of your complaint to the Ministry of Long-Term Care right away if:
- you put your complaint in writing, and
- it says that you or another resident has been harmed or is at risk of being harmed because of:
- treatment that was not proper or competent,
- abuse or neglect, or
- conduct that is against the law.
The home must tell the Ministry what they did about the complaint.
When the home responds
The home must:
- respond to your complaint within 10 business days from the date they get it, and
- let you know what they have done about the problem.
If they cannot find a solution in 10 business days, they must let you know when they expect to.
When the home responds, they must give you:
- the Ministry’s toll-free phone number for making complaints and their hours of service, and
- contact information for Ontario’s Patient Ombudsman.
If the home thinks that your complaint is not valid, they must tell you why. They do not have to do this in writing.
Keep notes
It is important to keep notes about your complaint.
If you make your complaint by talking to staff, write down:
- the date you do this
- the name of the person you spoke to and what you told them
If you make your complaint in writing, keep a copy of it.
You should also make notes about anything the home says to you about your complaint.
And the home must keep a record of your complaint and what they did about it.
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