We are committed to providing respectful, person-centred care in a safe and supportive environment.
If you have a concern or complaint, we encourage you to bring it forward. We take all feedback seriously and use it as an opportunity to improve the experience of our residents and their families.
Step-by-Step: How to Make a Complaint
If you have a concern, we recommend addressing it as soon as possible by following these steps:
- Speak to a care team member.
Talk to any member of your loved one’s care team. They are usually able to address your concern immediately. - Reach out to our leadership team.
If your concern is not resolved or you wish to escalate it, please speak with a member of our leadership team for further review and follow-up.
Contact information for our leadership team is available here and within the home.
Additional Options
At any time, you are welcome to contact the Ministry of Long-Term Care for assistance.
Contact the Ministry of Long-Term Care
Long-Term Care Family Support and Action Line
Toll-Free: 1-866-434-0144
Hours: 8:30 a.m. – 7:00 p.m., 7 days a week
Write to the Ministry of Long-Term Care
Director, Long-Term Care Inspections Branch
Long-Term Care Operations Division
119 King Street West, 11th Floor
Hamilton, ON L8P 4Y7
Clear signage with this contact information is also posted within the home.