Customer Service Standards

Long-Term Care Homes and Services – Customer Service Standards

Long-Term Care Homes and Services provides a variety of long-term healthcare services for residents in our long-term care homes and for clients with long-term healthcare needs and/or functional limitations who still live in the community. Clients may live in their own homes and receive in-home support services, attend an adult day program in one of the long-term care homes or live in designated apartment buildings in which the division provides supportive housing services. The scope of services provided includes:

  • ten long-term care homes
  • community support programs
  • supportive housing services
  • homemaking services

Customer service in the division starts with recognizing that we are in the homes of the residents and clients providing direct care and services while indirectly providing service to family members. We understand that our behaviour affects those around us, many of whom are vulnerable with special and diverse needs. By creating bright, cheery and optimistic environments we serve the individual and seek a positive experience. We do this by speaking and listening respectfully; anticipating needs, living the CARE values (Compassion- Accountability- Respect-Excellence) and working together as a team in a conscientious, positive home-like environment.


Corporate Service Standards

The City's corporate online, email and telephone service standards support the delivery of exceptional, equitable and accessible customer service.


Description of the Service

Long-Term Care in 10 Homes across the City of Toronto for persons 18 years of age who are eligible for admission to Long Term Care as prescribed by the Long-Term Care Homes Act, 2007. The care and services provided are interdisciplinary and encompass the required services under the Act.

Long-Term Care Homes and Services are accredited by Accreditation Canada.

Service Standards - Delivery Targets

Nursing and Personal Care: Nursing services delivers 24 hour nursing care, including at least one Registered Nurse on duty and present in the Home at all times. Personal care services are delivered 24 hours/day.

Programs & Services: Various levels of programs and services are provided during the day, evening and weekends 7 days a week.


Homemakers and Nurses Services

Description of the Service

The Homemakers and Nurses Services Program (HMNS) is a community-based service operated by Long-Term Care Homes and Services. HMNS provides homemaking services such as light housekeeping, laundry, shopping, and light meal preparation to individuals who require assistance with household activi¬ties of daily living, and who have limited financial resources. The program provides services that promote and maintain independence, and support clients to live independently in the community.

Service Standards - Delivery Targets

Intake caseworker is available to assess eligibility Monday to Friday, 8:30 a.m. to 4:30 p.m. (except for statutory holidays).

Supportive Housing Services

Description of the Service

Supportive Housing services are offered in designated Toronto Community Housing buildings and at Cedarbrook Lodge. Supportive services, such as assistance with personal care, light housekeeping and laundry, medication reminders, security checks and light meal preparation are provided to eligible seniors who are tenants in the designated buildings contracted under our Supportive Housing Program.

Service Standards - Delivery Targets

Services are available 24 hours per day, 7 days a week to clients that are approved for the program and reside in a designated Supportive Housing building.

Adult Day Program

Description of the Service

Adult Day Programs are offered in four homes across the city (Kipling Acres, Cummer Lodge, Bendale Acres and Wesburn Manor in partnership with Etobicoke Services for Seniors). These programs provide an opportunity for eligible clients living in the community to participate in social programming.

Service Standards - Delivery Targets

The Adult Day Programs operate from 8 a.m. to 4 p.m., Monday to Friday, year round, excluding statutory holidays.