About Assisted Living Services
NIGGV’s Assisted Living Program (St. Catharines site) provides physical assistance to seniors so they can carry out their activities of daily living and remain independent for as long as possible. Those who are eligible for services help determine what assistance is required, how it should be provided, and when it is needed. Services are provided by Personal Support Workers (PSWs).
Funding for the Assisted Living Program is provided to NIGGV by the Hamilton Niagara Haldimand Brant LHIN (Local Health Integration Network) and is for seniors residing in rental or life lease units at NIGGV, St. Catharines site.
The Assisted Living Program provides non-medical assistance with the activities of daily living and can include assistance with any or all of the following activities:
- personal grooming and hygiene
- bathing or showering
- dressing and undressing
- rising and retiring
- meal preparation and escort to and from dining room
- positioning and transferring
- medical procedures as deemed appropriate by a professional community health care provider
- medication assistance program
Assisted Living Program Brochure
Your Personal Health Information (PHI) is important and allows us to provide you with better services. The privacy and protection of your PHI is a priority. The PHI you provide is used prior to performing assessments to determine your health service and support needs. If you consent, your assessment information will be shared with other health service providers. If you withhold your consent, your assessment information will not be shared.
Questions or Concerns?
Our Speak Your Mind program helps our residents offer suggestions, raise concerns or give praise. Forms can be found in all lobby areas and if signed will be reviewed and responded to promptly.
How to Make a Complaint about Services:
From time to time, you may become dissatisfied with an aspect of your service. It is important that you bring issues up as soon as possible, so that they are addressed and resolved. The following is a guideline you might use to resolve an issue:
- Discuss your concern with the involved party. If the healthcare worker is not working to your satisfaction, redefine your expectations of the service to be provided. Describe how you want tasks to be completed. Allow the staff time to correct the situation. If the issue involves the Assisted Living Services Support staff again, the situation should be discussed with that person.
- If after a reasonable amount of time, the issue has not been corrected, contact the department manager. Discuss with the person’s supervisor what the problem is, what steps you have taken to resolve the issue, and your expectations of your service. Once again, allow a reasonable amount of time for the problem to be resolved.
- If satisfaction is not obtained, progress the complaint/concern to next level of management. An outline of the levels of management is listed below:
- Personal Support Worker
- Client Coordinator
- Manager, Assisted Living Services
- Chief Executive Officer
- If after a reasonable amount of time, the issue is still not resolved, contact:
264 Main Street East Grimsby, ON L3M 1P8
Phone: (905) 945-4930 or 1-866-363-5446
5. Alternately, you can also contact the Patient Ombudsman who strives to achieve a level of fairness in the resolution process for everyone involved as they review complaints.
Box 130, 77 Wellesley Street West Toronto, ON M7A 1N3
Phone: 1-888-321-0339 or 416-597-0339
At Niagara Ina Grafton Gage Village, each complaint is looked at individually and is handled according to ministry guidelines and organizational policies and procedures.