Inspections, complaints and investigations

A concern or complaint from any member of the community to the Community Care Facilities Licensing program. Issues may include:

• An allegation of abuse – physical, sexual, emotional, financial or neglect.
• Non-compliance with licensing regulations.
• Concerns regarding the care and supervision being provided.

Every complaint received is investigated. The investigation process takes immediate steps to address the safety of residents in care through a health and safety plan while gathering information to determine if the complaint can be substantiated.

Concerns are discussed with the licensee/manager. Depending on the severity of the concern being investigated and the potential risk to residents in care, we may require:

• Licensee to implement a health and safety plan for the duration of the investigation.
• Licensing staff to review facility documents, financial records, care plans, policies and procedures, etc.
• Licensing staff to conduct interviews with staff, families, residents in care, and/or other relevant individuals.
• Licensing staff to conduct a facility inspection.

Licensee is expected to

• Implement and maintain an approved health and safety plan.
• Ensure the health and safety plan remains in effect until advised.
• Work cooperatively.
• Address any findings of the investigation in a timely and appropriate manner.

• Depending on the severity of the issue, the licensee/manager will be provided with either an inspection report, a written letter or a written report that outlines the findings.
• If contraventions have been identified, the licensee/manager will be given a specific time frame in which to respond describing how the contraventions have or will be addressed.
• We will assess the licensee’s response to ensure the issues have or will be addressed appropriately.
• In the event that a licensee fails or refuses to address identified contraventions, we may evaluate the facility’s compliance history in order to determine whether to suspend, place conditions or cancel the facility’s licence.