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.

  2. Crystal Meester

    I have had terrible experience with CCAC. My mother is late stage palliative alzheimers. She was in the hospital for four weeks. She is completely bedbound, 88 years old, can’t swallow food very well, needs to be fed. She can’t even hold a spoon or cup, she cannot sit up or turn herself over. She lives alone with my 88 year old father who is in poor health. They tried to throw her out of the hospital as soon as possible. The home care promised is terrible. 3 times this week they never showed up and when they do its 2 or 3 hours later than schedule. CCAC had my mother as low needs priority. She is very high needs. The government needs to review CCAC, get rid of some of their non compassionate staff. Too many nurses caring clip boards that just want to boot people out of hospitals and nurses that say they don’t want to be nurses because it’s easier to work for CCAC and just do computer reports from 830 to 430,

  3. Lily

    My mother requires PSW services due to mobility issues after having surgery due to a fractured hip and for other medical reasons. It was even confirmed by my mother’s coordinator during her assessment. Unfortunately I was told that there is a wait list and no time line given and they have run out of funds for PSW services. It has been almost 2 months that she has been discharged from hospital and still waiting. The central west CCAC website states, and has been confirmed by their patients relations manager, that as of the end of February 2017 there are more than 900 people on this wait list!! And this number is only for central west CCAC! There is no wait list for nursing or physiotherapy or other services they provide. Apparently the government, since 2013, has increased its investment in home and community care by $250 million a year as I was told by my MPP’s office. I say this is huge mismanagement of funds! Someone needs to be held accountable!

  4. Cindy

    Years ago I had a good and independent life. Due to many changes in my industry, I found it increasingly difficult to find work. As a temporary measure, I moved in with my elderly father with the intention of regrouping and returning to my own life within a few months. After I moved in, it became apparent, my father had health problems and had neglected his home and business. I discovered he had many financial issues. To save his house and business, I took over both. There is enough money coming in now that my dad can stay in his home but my schedule is very busy and I seldom have time for myself and often work weekends and most evenings. Over the years, my dad’s health deteriorated even more and I reluctantly called the CCAC to provide a personal care worker. They gave my dad one hour per week to shower, brush his teeth and shave. It was very little support but I was happy my dad was getting some help. What I noticed after a few months was that, the personal care workers seemed to follow a script whether it made sense or not. They changed his clothes and bed sheets whether they were soiled or not. They never seemed to pick up his clothes that were strewn on his bed and hang them up. It all came to a head one day when I returned home from work and found a mountain of laundry had built up of mostly clean clothing. As I had no funds to hire outside help, I did the laundry. It was several loads and several days before I finished because running his business had become so hectic. Right now, in addition to running his business, I clean his house, do all the yard work, schedule and drive him to all his doctor’s appointments; arrange all his extra curricular outings and do his grocery shopping. I am exhausted and unhappy. The mountain of laundry was the last straw. I spoke to the CCAC supervisor expecting her to consider my request for help to do laundry or at the minimum to have the workers take a more personalized approach to my dad’s care with regards to his clothing. Instead she was condescending. She refused my request but what bothered me more than anything was the look in her eyes when I approached her. I felt as though she thought I was a spoiled, entitled woman. I resent her treatment of me and believe that my request was denied because I live there. If my dad lived alone, I believe his request for extra support would have been taken more seriously. Bottom line, CCAC are offloading their work to adult children who either live with or near their elderly parents. The elderly person is short-changed and the adult child is treated with ridicule and contempt.

  5. Silvia Piantoni

    CCAC are you really here for our elderly parents because our experience has left a bad taste with us . Our father is completely bedbound, 7 hip surgery’s and recently diagnosed with bone cancer. About a year ago he spent months in the hospital without any type of physio and also declared palliative. He was recently in ER for about a week and because the hospital couldn’t do anything more for him, they wanted us to take him home. We replied not without help. Our hospital socialworker promised several hours per week of home care, palliative doctor, wound care doctor, etc. Once home, We received a call from Our caseworker at CCAC explaining we were getting everything promised and 5 minutes later she called again to say she made a mistake and things were cut drastically. We were in disbelief. Our previous findings with CCAC is that left hand doesn’t know what right hand is doing. We’ve had couple of PSWs being unprofessional and complaining about their hours and being rough with my father, weekends are a nightmare. They somehow always forget about him. Nobody shows up, we don’t even get a phone call. We have to call repeatedly practically begging for someone to come and change his diapers, etc. from the evening before, so I’m forced to call in private sources. I have friends who’s parents, god bless them, are in a better situation than my father, but they get the “ golden elite” CCAC service. I asked them what they had to do to get this special treatment, and answer isn’t anything different than what we did. So please explain to me why?

    The government needs to review CCAC, especially since all of us would prefer our elderly parents to stay at home rather than in the hospital. All we ask is for assistance since we can not, afford the luxury of staying at home to take care of our parents.

  6. Susan

    All of these stories are true!!! I can confirm ,because I work as a PSW certified and previous to this , a HCA schooled properly in the infancy of homecare in Ontario late 1980s.
    Homecare has been passed bye by the politicians , they have no idea when they give funding to CCAC, where it is going.
    Field staff is not trained extensively and the Nursing profession has washed their hands of training psw or frontline workers , they want to be compensated highly to make homecare workers , registered staff!
    It is true , that Case Coridinators want adult children or family members to take role of caregiver. I have witnessed cc say this in care plan meetings .it is shameful!!
    I try to do my best , high work ethics and reliability .
    The company I work for now , their manager is not a nurse or even have experience in health field . She previously worked with animals . Then she can’t figure out why her staff doesn’t listen to her.
    I have walked the strike line in 2013, when psw wanted more pay. We are still under 20/Helton and pay for our own mileage in most cases driving 60 klm to houses to work for1 hr .
    It is a train wreck!

  7. Marjorie Ireland

    My son has a lupus disease and us nit getting the himecare need by psw they are to come in tues and fri at 12 to sponge bath him change his pjs and bed we its been a stressful tring to get it two days for 2&1/2 hrs thats it nursing was a problem to come in tues and fri 12;30_3;00 to do woundcare on my son he os bed ridden so i need help im mom age 64 and i cant do it anymore i had a broke neck and arm so its too much i do everything else for my son 2 yrs fight with them to get this in order my son is so stressed he cries he goes inro a deoression wont eat all because lack of caring people un lonson as far as im concerned anyone behind the desk that put us threw this ahould be fired if u cant do the job get out of the job let someine in that cares and will do it for homecare we shouldnt have to load the hospital to get care the people for psw von ccac she make sure homecare is cover when need not wait til they day comes and call or sometime no and call say oh we cant find anyone u know we need someone two days aweek find constancey is inportant to most patients if psw von ccac dont want to come ro people do a job then go find another job they shouldNOT puck who they want or dont want to go to ur a psw von ccac for a reason not to pick easy jobs im feeling thats qhat there doing to me ontario people are LAZY ive seen this not only in nursing im sorey but im frustrated with the service hes getring he or anyone does not ask for this sickness to happen so people need ro get out there and do there job

  8. Christian Dump Ford Morrison

    Our family member (Dad) has advanced dementia and the home where he lives wants us to get on a Long Term Care waiting list. In order to do so, we must work with CCAC. We were told by 4 different people that Dad, who doesn’t have legal capacity (we are Powers of Attorney for him) must have his consent to open a file.
    This is beyond something from Kafka! We’ve been supporting our father for years in his disease and now, even when the memory unit he lives in thinks he needs to move to the next level of care, CCAC must first speak to him about his thoughts on the matter? Our Dad still talks about driving his car, though his license was revoked four years ago. Of course, he wants to go home still, though he’s incontinent and can hardly stand. We can’t get anywhere with CCAC and I don’t think they understand dementia.


    Reprisals are real. Comlained to the Ombudsman and nurses in the hospital started harrassing my husband. He is completly bed bound and they were putting a HEPPA filter machine noisy like a airplane 24×7 to mask the smell of his wounds as they would not change the dressing and let him infect. When manager came to remove the unit , the nurse put it back. Now he was pushed out to home care , services are not delivered as promised with the intend to leave his body decondition, become like a vegetable and force him to a nurcing home to die. My spouse can recover but he was forcefully confined in bed at the hospital. Called the action hotline , we agree with the LHIN and then as soon as the ICF is off , the LHIN staff behaves like we have to agreed to anything , ignores phone calls and bullies , agencies instructed to bully patient….

  10. Brenda

    I have experienced what CCAC is capable of if you upset them or complain. They use their position to make your life more miserable or what I call “personal politics” and women in general are great at that. They can be real conniving. The client is then labelled “difficult!” The professionals all stick together and everything is dealt with or investigated “ in house”; one big house! They have all the power and can do what they want and they know it. There is no accountability.

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