Cusotmer Care Hotline

Getting Your Concerns and Issues Resolved

Leisureworld’s Issues Resolution Process has been designed to put you in touch with the people who can help you to resolve a concern or issue and to ensure that all avenues for resolution are explored.

Leisureworld offers our families and residents an Issues Resolutions Process. In all, you have up to four steps that can lead to the successful resolution of your concerns. Experience shows that  most families and residents’ concerns and issues can be resolved or at least mitigated through quality communication and a determined, focused approach. Our role is to listen and thoroughly review the facts in an independent, objective and fair manner. When sufficiently informed, we suggest possible alternatives and solutions.

When family members or residents voice their concerns, we gain valuable insight, which in turn enables us to identify areas where service might be improved upon.

1. Contact the home’s director of administration. Our administrators are always open to hearing your concerns, so we encourage you to contact the home’s administrator first. If it is a concern regarding care of a loved one, a food-related concern, or a room or structural concern for example, the administrator will immediately speak to the managing supervisor of the area in question. Once the administrator has compiled all necessary information regarding your concern, he or she will contact you in 24 to 48 hours to discuss it further. If the administrator is not available, please review Step 2 below.
   
   
2. If the administrator is not available to hear your concerns, please contact the director of care or the manager on duty at the home. There is always a manager on duty at each of our homes, however after 5:00 p.m. some of our homes have a charge nurse on duty, so you can also direct your concern(s) to that individual. Once all necessary information regarding your concern or issue has been compiled, you will be contacted in 24 to 48 hours to discuss your concerns further.

We encourage families and residents to settle their concerns or issues at the home level wherever possible. However, if you have a concern or issue that cannot be resolved at the home level, there are additional steps you are encouraged to take. Our Customer Care Hotline is an important part of the Issues Resolution Process.

3. If you have a concern or issue, you can call our Customer Care Hotline at 1-866-959-4848 or send an email to customercare@leisureworld.ca.

   You will be contacted in 24 to 48 hours to discuss your concerns further. The service operates from 8:30 a.m. to 5:00 p.m. five days a week, excluding weekends and statutory holidays.

   Our Customer Care Hotline provides a neutral forum where families and residents’ concerns will be listened to in an objective and fair manner. We recognize that in any organization, mistakes do occasionally occur. There are also occasional breakdowns in communication and differences of opinion. As an advocate of fairness, our goal is to work with you to find possible alternatives and solutions in a timely manner.

   Customer Care Hotline 1-866-959-4848

   Is Leisureworld’s Customer Care Hotline the final level of appeal? If you are not satisfied with the alternatives and solutions Customer Care has recommended to resolve your concerns, you may contact the Ministry of Health and Long-Term Care at any time during the process.

4. The final level of appeal is the Ministry of Health and Long-Term Care. If you have a concern or issue, the ministry encourages you to follow the complaint process provided in each home. However, if you are not satisfied with the response, you may call the Ministry’s Long-Term Care Action Line at 1-866-434-0144. This service operates from 8:30 a.m. to 7:00 p.m. seven days a week.