Submit a Compliment or Concern

Compliments, Concerns and Complaints

We encourage residents or their representatives to obtain information, clarify any verbal or written communication, raise concerns, lodge complaints, recommend changes or offer a compliment. The objective is to identify ways to improve quality of life for all residents and offer the opportunity to contribute to a home-like environment where every resident can thrive.

You may submit a compliment or concern by completing You Have A Voice form below. Can be submitted on the link, mail to Maple View Lodge or drop off at the Administration Office in the office mailbox.

Complaint Procedure

If you have a concern, complaint or want to make a suggestion to assist us in improving our programs and services at Maple View Lodge, the following steps should be followed. We hope that most issues can be resolved at Step 1 or 2 or through our You Have A Voice form but if complaints are not being addressed or the issue is urgent, please proceed to the next step:

STEP 1: Discuss the issue with a registered staff member

STEP 2: Discuss the issue with a RN Charge Nurse/Supervisor

STEP 3: Discuss the issue with a member of Administration:

Maple View Lodge- Administrative Staff

Administrator/Director

Director of Care-Nursing

Supervisor Support Services - Housekeeping, Dietary, Enviromental Services

Resident Services Supervisor - Recreation, Restorative, Behavioural Support, Contracted Services, Volunteers

United Counties, CAO

STEP 4: Discuss the issue with Residents’ Council or Family Council

STEP 5: Contact the Ministry of Health and Long-Term Care

Call the Ministry

Call the Long-Term Care Family Support and Action Line: toll-free 1-866-434-0144 between 8:30 a.m. and 7:00 p.m., 7 days a week. The person who answers the call will:

Take down you information
Ask some questions
Give information to an inspector for follow-up

Please expect to hear back within two business days.

Write to the Ministry

Send a written letter, by mail to:

Director
Long-Term Care Inspections Branch
Long-Term Care Operations Division
119 King St. W, 11th Floor
Hamilton, Ontario
L8P 4Y7

You will receive a reply letter letting you know the Ministry has received the complaint and the complaint will be forwarded to an inspector who will look into the matter.

Contact the Patient Ombudsman

If you have already contacted the Home directly and the Long-Term Care Family Support and Action Line (toll-free at 1-866-434-0144) and was not able to reach a satisfactory resolution, you can contact the Patient Ombudsman:

Online at https://patientombudsman.ca/
By calling 1-888-321-0339 (toll free) or 416-597-0339 (in Toronto)
TY: 416-597-5371

Complaint Procedure - printable version