Concerns Resolution on Health Care

An Operator must establish, implement, and maintain a documented policy and procedure for responding to concerns about the Health Care provided. The policy and procedure must:

1. be provided to the Client, the Client’s legal representative, if applicable, and the Client’s family:
   1. upon the Client’s commencement of Home and Community Care, or upon admission to a Type A Continuing Care Home or Type B Continuing Care Home; and
   2. upon request;
2. identify the method and a timeframe in which the Operator will respond to concerns from a Client, the Client’s legal representative, if applicable, or the Client’s family;
3. include:
   1. information on how the Client, the Client’s legal representative, or the Client’s family can make a concern known and to whom;
   2. the Operator’s process for responding to a concern;
   3. record keeping by the Operator of any actions taken. 
4. be provided to Staff.