Are home care complaints being heard?

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  1. Duncan Sinclair

    Complaints, well founded or not, must be heard. They construe a vital component of the ‘feed-back’ loop that should serve in every occupation, including healthcare, to drive higher quality service, outcomes, and productivity. One of the many problems with home and community care is that it constitutes one of healthcare’s several ‘silos’ thatare centred around the well being of the silo, not necessarily the people it is to serve. Ontario’s transfer of the CCACs to the LHINs may well make matters worse; the LHINs were set up as regional governance organizations and have no experience or expertise with service operations, including dealing with complaints. Sadly, that horse has fled the barn already but home care should have been put together with primary care teams, the logical ‘connectors’ of those silos with the patients and families who need their services. A long sigh here for an opportunity lost.

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