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Complaints &
Appeals Process
Tell us how we’re doing! to hear about what is going Long Term Care
well for you and what can be Action Line
The Mississauga Halton CCAC improved. Our employee will
is committed to keeping you work with you, your family or Our clients are free to voice
informed about your care. caregiver to respond to your their concerns to their Case
Our goal is to ensure that you concerns. We find that many Manager without fear of reprisal.
receive the best possible service. client concerns are dealt with However, we understand that
We welcome your compliments, successfully at this level. some people might not wish to
concerns and inquiries and want 2. If, after talking to your Case go this route. The Long-Term
to know how we’re doing. You Manager or other appropriate Care Action Line, a service
are encouraged to raise your staff member, your concern provided by the Ministry of
concerns about your eligibility is not resolved to your Health and Long-Term Care,
for service, the type or amount satisfaction, you can ask to is a number to call to speak
of service you receive or about speak to his or her Manager. to someone who can help on
why services were discontinued. 3. If your concerns remain your behalf.
unresolved, you may request
In addition, we are committed 1 866-847-7658
a formal review of the
to ensuring accessibility of our
decision. We believe that all www.health.gov.on.ca
goods and services for everyone
clients have the right to a
in the community including
fair and unbiased review of We appreciate your feedback
persons with disabilities.
any unresolved complaints or regarding the services provided
Compliments, suggestions and
disputes regarding the quality to you. Your input and ideas help
complaints from our clients are
or level of our services. us improve the quality of care
important as they help us with
To request a formal review for everyone.
service improvements.
please send a letter outlining
your concerns to: 905-855-9090
We recommend the following
steps to address your concerns: Office of the Chief 1-877-336-9090
1. Contact your Case Manager Executive Officer www.mh.ccac-ont.ca
or other appropriate staff 401 the West Mall,
member to discuss your Suite 1001
concern. He or she is familiar Etobicoke, ON M9C 5J5
with your situation and want
Mississauga Halton CCAC
www.ccac-ont.ca • 310-CCAC • www.310ccac.ca
Your Privacy is
Our Concern
The Mississauga Halton CCAC Who else sees my Please contact our Privacy
is committed to protecting personal health Officer when you:
your privacy and personal information? • Have questions about the
information. CCAC Privacy Policy and
Your knowledge and consent Practices
What is personal health are required for the collection, • Would like to know more
information? use or sharing of personal about how your personal
information. With your consent, health information is
Personal health information we share your personal health managed and stored
identifies a specific individual. information with CCAC staff, • Would like to ask the CCAC
It includes your name, address, doctors and other members of to correct your information
gender, age, health card number your health team. It may also • Have a privacy complaint
or other personal identification be shared with individuals you
numbers. It may be information identify as contacts, such as What do I do if I have
about your health status or family or friends, and with any a concern or complaint
services. It may also refer to other people or organizations as regarding my privacy?
payment or eligibility for health permitted or required by law.
care services. If you believe that your privacy
Who do I speak to for rights have been violated and/
Do I have access to or that our Privacy Officer
more information?
my personal health cannot resolve your concerns,
information record? You can reach our Privacy Officer you may contact the Ontario
by telephone or by mail. Information and Privacy
Yes. If you wish to do so, please Commissioner at 416-326-3333
401 The West Mall,
speak to your Case Manager. or 1 800-387-0073.
Suite 1001, Etobicoke, ON
M9C 5J5
905-855-9090
905-855-9090
1-877-336-9090
1 877-336-9090
www.mh.ccac-ont.ca
Mississauga Halton CCAC
www.ccac-ont.ca • 310-CCAC • www.310ccac.ca
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