Home and Community Care Support Services

Long-Term Care Action Line

Questions and Answers
Information for home care clients

On April 1, 2021, health system planning and funding functions from the Local Health Integration Networks (LHINs) transferred into Ontario Health. The LHINs continue to provide the patient care functions they provided prior to this transfer, including home and community care and long-term care home placement services and facilitation of access to community services. The LHINs are operating under a new name to reflect this focused service delivery mandate - Home and Community Care Support Services. There are no changes to how patients access home and community care or long-term care home placement services and there will be no changes to their regular contacts. The Long-Term Care Action Line is a service to hear concerns and complaints from persons receiving service from Long-Term Care Homes and Home and Community Care Support Services organizations.

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 any issues regarding a Home and Community Care Support Services organization, Long-Term Care Homes or the services provided by that organization.

How will the Long-Term Care ACTION Line staff address my concerns?
The Long-Term Care ACTION Line staff will ask whether the Home and Community Care Support Services organization has been contacted about your concern. If not, you will be asked for permission to notify the Home and Community Care Support Services organization and the Home and Community Care Support Services organization 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 concern about a Home and Community Care Support Services organization or the services provided by that organization is by knowing which Home and Community Care Support Services organization 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 Home and Community Care Support Services organization, 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 ICF process?
Home and Community Care Support Services organizations' 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 Home and Community Care Support Services organization to help work through your concerns.

Clients are always encouraged to work with Home and Community Care Support Services organizations first to resolve concerns before being referred to an ICF.

How can I reach an ICF?
Home and Community Care Support Services organizations' 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 Home and Community Care Support Services organizations to help work through your concerns.

Clients are always encouraged to work with Home and Community Care Support Services organizations 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

 
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