Questions or Concerns

Our Speak Your Mind program helps our residents offer suggestions, raise concerns or give praise. Forms can be found in all lobby areas and if signed will be reviewed and responded to promptly.

From time to time, you may become dissatisfied with an aspect of your service. It is important that you bring issues up as soon as possible, so that they are addressed and resolved. The following is a guideline you might use to resolve an issue:

Discuss your concern with the involved party. If the healthcare worker is not working to your satisfaction, redefine your expectations of the service to be provided. Describe how you want tasks to be completed. Allow the staff time to correct the situation. If the issue involves the Assisted Living Services Support staff again, the situation should be discussed with that person.

If after a reasonable amount of time, the issue has not been corrected, contact the department manager. Discuss with the person’s supervisor what the problem is, what steps you have taken to resolve the issue, and your expectations of your service. Once again, allow a reasonable amount of time for the problem to be resolved.

If satisfaction is not obtained, progress the complaint/concern to next level of management. An outline of the levels of management is listed below:
• Personal Support Worker
• Client Coordinator
• Manager, Assisted Living Services
• Chief Executive Officer

If after a reasonable amount of time, the issue is still not resolved, contact:

Ontario Health
264 Main Street East Grimsby, ON L3M 1P8
Phone: (905) 945-4930 or 1-866-363-5446

Alternately, you can also contact the Patient Ombudsman who strives to achieve a level of fairness in the resolution process for everyone involved as they review complaints.

Patient Ombudsman
Box 130, 77 Wellesley Street West
Toronto, ON M7A 1N3
Phone: 1-888-321-0339 or 416-597-0339

At Niagara Ina Grafton Gage Village, each complaint is looked at individually and is handled according to ministry guidelines and organizational policies and procedures.