Chartwell Elmira Long Term Care Residence

"A close-knit family"

Safety & Outbreak Prevention

At Chartwell, our highest priority is the health and wellbeing of our residents and staff. We continue to take all necessary infection prevention and control precautions in our residences to protect those living, working and visiting our communities. This includes following all recommendations from provincial and public health authorities and regularly checking in with residents regarding their health and wellbeing. Some of the enhanced safety measures you may see in our homes include:

• PPE available and required for staff
• Enhanced Infection Prevention & Control education for all staff and residents
• Self-screening guidance for visitors and staff
• Visitor restrictions when required
• Promotion of good hand hygiene
• Hand sanitizer readily available
• Increased cleaning and disinfection of high-touch surfaces
• Safety measures implemented in all aspects of residents’ daily life, including the dining experience, life enrichment activities, services like hairdressing and personal support, etc.
• Dedicated IPAC lead

It is thanks to the dedication of our staff and the patience and understanding of our residents and their families that we are able to maintain our communities as safe, engaging and fulfilling places to call home—where residents are always supported and their best interests are always put first. Our Directors of Care are available if you have any questions about Chartwell’s safety and outbreak prevention measures. Call us today to learn more.

Compliments, concerns and complaints

Chartwell Long Term Care Residences are committed to the delivery of quality accommodation, services and care to all our residents. In the event you, a family member or advocate are dissatisfied with any part of the accommodation, services or care we provide, you/they are encouraged to speak directly with the Department Manager or Administrator regarding the concern.

If you are dissatisfied with the home’s response or prefer to speak to someone at the corporate office, please reach out to Deborah DiMauro, Vice President of Long Term Care at the following contact numbers and addresses:

Telephones:
905-501-3290 (Deborah DiMauro's office)
905-501-9219 (Chartwell's office)
1-888-584-2386 (Message Centre)
Fax: 905-501-4711
Address: Chartwell Retirement Residences, 7070 Derrycrest Drive, Mississauga, ON L5W 1G3
Email: ddimauro@chartwell.com

All complaints are welcome and will be acknowledged within 24 hours from the time it is received. Once received, whether from a known or anonymous source, it will be thoroughly investigated and solutions sought to ensure that the issue is resolved and practices put in place to make improvements, wherever possible. Regular contact with the complainant will be maintained throughout the investigation and resolution process.

We adhere to all Ministry of Long-Term Care policies related to complaints.

If you still have concerns or do not wish to submit your concern through the home, you can reach out to the following:

Call the Ministry of Long-Term Care
Long-Term Care Family Support and Action Line: toll free at 1-866-434-0144
Hours of Operation: 8:30 a.m. – 7:00 p.m., 7 days a week
The person who answers the call will:

• Take down your information
• Ask some questions
• Give the information to an inspector for follow-up

Write to the Ministry
Send a written letter, by mail to:
Director – Long-Term Care Inspections Branch
Long-Term Care Operations Division
119 King St. W. 11th Floor, Hamilton ON L8P 4Y7
(You should receive a reply letting you know that they have received the letter and an inspector will look into the matter)

Contact the Patient Ombudsman

If you already contacted the home directly and the Long-Term Care Family Support and Action Line and were unable to reach a satisfactory resolution, you can contact the Patient Ombudsman:

• Online: https://www.patientombudsman.ca/Complaints/Make-a-complaint/Submit-Complaint
• Call: 1-888-321-0339 (toll free) or 416-597-0339 (in Toronto)
• TTY: 416-597-5371