Do You have a complaint?

complaint Procedure

Hilltop Manor

Complaint Procedure & Options

How to file your concerns with the correct department.


Please contact us for details on being added to the waiting list

urgent complaint

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.

Please include:

  • 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

NON-urgent 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


Compliments also Appreciated

Hilltop Manor wants to hear all your concerns including compliments.

Please send us your thoughts through email or use the Form located here.

Steps to filing a complaint with Hilltop Manor

Step One:

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.

Step Two:

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:

Nursing Services Director of Care or Nurse Managers (can be reached on all shifts
Financial Services Bookkeeper
Maintenance/Housekeeping/Laundry Environmental Services Manager
Dietary Food Services Manager
Social Services Social Services Coordinator
Programs/Activities Programs Manager

Step Three:

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.

Step Four:

If you feel your concern has not been adequately addressed, we invite you to call:

Mrs. Jim Parsons

Phone : 613-269-4707


Step Five:

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

Step Six:

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:

Have Questions?

Get In touch below or give us a call!

Call Us

(613) 269-4707

Contact Hilltop Manor

picture of Hilltop Manor location map

Open Hours

M-F: 8:30 am - 4:30 pm


General Enquiries:
Kelly Gayda
Jim Parsons
Director of Care:
Kate Carkner-Hutchings:

OUR Location

1005 St Lawrence St, Box 430
Merrickville, Ontario  KOG 1NO
Google map: Hilltop Manor Merrickville Ontario

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If  you have a compliment or complaint about this long term care facility click here for details.
Long-Term Care Family Support and Action Line: toll-free 1-866-434-0144