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Compliments, Concerns and Complaints

 

The IOOF Seniors Homes is always working to improve the quality of the care and services that we provide. We welcome all feedback and suggestions. Please let us know what we are doing well and where we can find opportunities for improvements.

 

For Compliments (and Suggestions)

If you are pleased with the service being provided or you have a suggestion on how we can improve the care and services you receive, please email the applicable Department Manager located in the About Us Section of this website under Management Listing.

 

For Concerns and Complaints

We aim to provide the best possible care and services. However, if we do not meet your expectations, we want to know about it and will try to put things right as quickly as possible. The people who can best deal with and resolve a complaint are those who are directly accountable for providing the care and services - being the applicable Department Manager located in the About Us Section of this website under Management Listing.

 

For Unresolved Concerns and Complaints

If you are not satisfied with the way in which your concern or complaint was handled or the decision that was made, you should contact the IOOF Homes CEO whose contact information is also located in the About Us Section of this website under Management Listing.

 

If your complaint is not satisfactorily resolved through the above forums, it can be directed by writing a letter to the IOOF Homes Chair of the Board c/o Administrative Office, 10 Brooks St. Barrie, ON. L4N 5L3.

 

For the Long Term Care Home, more detailed information can be found under ‘Complaint Process’ discussed on pages 25 & 26 of the IOOF Home ‘Resident’s & Families Useful Information Handbook’.

 

Acknowledgement of Receipt of Complaint

We are committed to excellence in customer service and commit to respond to every complaint as soon as possible.


Complaint Follow-up Service Standard

 

The IOOF Homes is committed to provide feedback to a complainant with an interim response, within 2 days after acknowledgement of receipt of complaint. The service standard for complaint resolution is variable dependent upon the nature of the complaint.

 

Please note:

For the Long Term Care Home only, if you have a concern that has not been resolved by following the above referenced communication process, the Ministry of Health & Long Term Care “Action Line” at 1 866 434 0144 is available to assist residents and clients of the Long Term Care Home.