Questions and Answers
Q. WHAT IS THE PROCESS FOR GETTING HOME AND COMMUNITY SERVICES?
Anyone can make a referral to us, including a doctor, friend, or family member. You can even refer yourself! If you think that you or someone you care about may benefit from our services, we encourage you to get in touch with us.
The first step is to call us toll free at 310-2222 (no area code required). If your health care provider has already made a referral for you, you can expect a phone call from us once the referral has been processed.
You may be asked some questions so we fully understand your needs. Then, you will either be connected with a Care Coordinator, or we will refer you to the programs or services that are right for your needs.
Learn more about getting started with us »
Q. WHAT ARE YOU DOING TO ADDRESS WAIT TIMES?
We continuously work to decrease wait times for patients.
With a specific emphasis on reducing wait times for patients with the
greatest need, the Ministry of Health and Long-Term Care has introduced a new
measure for access to timely care: a five-day wait time for all in-home nursing
visits and for personal support visits to patients with complex care needs. Our
objective is to ensure that home care visits for patients with high needs begin
as soon as possible, and in not more than five days following the patient's
discharge from hospital.
Health Quality Ontario (HQO) publicly reports about the five-day wait time measures on a quarterly basis. HQO's reports show the percentage of people who receive home care within five days of the service being confirmed by Care Coordinators.
To learn more about Health Quality Ontario (HQO) home care reporting and to see reports, visit
HQO home care reporting.
Read more about this and other initiatives in our Quality Improvement Plan »
Q. WILL I HAVE TO WAIT TO RECEIVE SERVICES?
Our staff are trained to assess your individual care needs. Just like in a hospital emergency room, patients with the highest and most complex care needs will receive services first or will be prioritized for services. If you are assessed to have low to moderate care needs, you may have to wait for services to start by being on a waitlist. Some people assessed with lower needs may be connected with other resources in the community.
If ever your condition or your situation changes, we encourage you to contact us at any time for a reassessment.
Q. HOW LONG WILL I WAIT FOR SERVICES IN MY REGION?
wait for services may vary and depends on a number of factors, including the
number of people waiting and the complexity of their care needs. We are committed to reducing wait times to
the greatest degree possible, and here to help you access other options to
support you while you wait. Please
contact us directly for information and advice customized to meet your
individual needs and circumstances.
See our waitlist information »