Do You have a complaint?
Complaint Procedure & Options
How to file your concerns with the correct department.
Call the Long-Term Care Family Support and Action Line: toll-free 1-866-434-0144
Give as much information as you can about your concern. This will make it easier for the home or Ministry of Long-Term Care to look into your complaint.
- name of the home
- address of the home (including town or city)
- a description of what happened (is the concern an ongoing problem?)
- for a specific event: when and where it happened (for example, outside or inside the home)
- who was involved
- what you would like the home to do to resolve your complaint
You can make a complaint that is not urgent:
1) Report your concern directly to the home
Please see Hilltop Manor steps to filing a complaint below
Staff will let you know that the home has received your complaint within ten business days.
They must call or write to let you know:
- what they are doing to resolve your complaint now
- what they plan to do to resolve your complaint in the future
- when you can expect the complaint to be resolved
Steps to filing a complaint with Hilltop Manor
Talk to the Charge Nurse in your area – the Charge Nurse is your first point of contact. If they do not have the answer, they will get it for you, or pass your comments along to the appropriate department head that will get back to you. If you do not receive an adequate reply, go to step two.
Another option if your concern involves more than one area is to request a Care Conference. You can request this at any time by booking with your Charge Nurse. A Care Conference involves having a meeting with various department representatives along with the Charge Nurse.
Talk to the department head responsible for the area you wish to discuss. Simply check-in with or call reception at Hilltop Manor (613) 269-4707 and ask for the following people:
|Director of Care or Nurse Managers (can be reached on all shifts
|Environmental Services Manager
|Food Services Manager
|Social Services Coordinator
After discussing it with the Department representatives, if your suggestion or concern remains unresolved contact the Executive Director.
(Step 3 Continued) Another option is to request a “Client Service Response” form. Comments, concerns and suggestions will be recorded on this form and forwarded to the appropriate department for follow-up. A copy of the form is provided to the Executive Director. The complaint can be documented on this form and follow-up will commence. Reporting a complaint will not result in any form of retaliation or barriers to care and services.
If you feel your concern has not been adequately addressed, we invite you to call:
Mrs. Jim Parsons
Phone : 613-269-4707
If you feel your concern has not been adequately addressed, we invite you to call the Long-Term Care Family Support and Action Line: 1-866-434-0144, Hours of operation: 8:30 a.m. – 7:00 p.m., 7 days a week
Or send a written letter to:
Long-Term Care Inspections Branch Long-Term Care Homes Division
Ottawa Service Area Office
347 Preston Street 4th Floor Ottawa ON K1S 3J4
If you have already contacted the Home directly and the Long-Term Care Family and Support and Action Line (toll-free at 1-866-434- 0144) and were not able to reach a satisfactory resolution, you can contact the Patient Ombudsman:
- Online at https://www.patientombudsman.ca/Complaints/Make-a-complaint/Submit-Complaint
- By calling 1-888-321-0339 (toll free) or 416-597-0339 (in Toronto)
- TTY: 416-597-5371
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