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Wait Times and Waitlists Questions and Answers

Q. WHAT IS THE PROCESS FOR GETTING HOME AND COMMUNITY SERVICES?

Anyone can make a referral to us on yur behalf:  a family doctor, friend, family member, even you, 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 our main phone number 1-800-810-0000). If your health-care provider has already made the referral for you, you can expect a phone call from us once the referral has been received.

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 program or service that may be right for your needs.

Learn more about Getting Started »

        

Q. WHAT are you DOING TO ADDRESS WAIT TIMES?

We are continuously working 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 introduced a new measure for access to timely care, a five-day wait time for home nursing visits and personal support visits for patients with complex care needs. The 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 provincially and by individual LHIN 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 the Care Coordinator for each LHIN.

In 2015-2016, we ensured that:

  • An average of 94 per cent of patients received their first nursing visit within five days
  • An average of 85.5 per cent of complex patients received their first personal support service visit within five days

To learn more about Health Quality Ontario (HQO) home care reporting and to see reports for each CCAC visit HQO home care reporting.

 

Read more about this and other initiatives 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, those 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 will have to wait for services to start by being on a wait list. Some people assessed with lower needs may be connected with other resources in the community.

If ever your condition worsens or your situation changes, please contact us for a reassessment at any time.

 

infographic of the CCAC patient journey

 

 

Q. HOW LONG WILL I WAIT FOR SERVICES?

It is not always able to provide certain services to all patients.  When this occurs, some patients are placed on a waitlist until capacity to provide that service becomes available. A waitlist exists for a service usually when there are limited resources to provide the service. Patients with the most urgent and complex care needs are given priority. A waitlist may also exist for certain services when there are too few clinicians in the community with the necessary expertise.

 

See the waitlist information »