Sunnyside Home Long-Term Care

  

Designated caregivers and general visitors over the age of five who are coming inside the building must be able to successfully screen in, provide QR code proof that they have received at least two doses of the COVID-19 vaccine, and must take a Rapid Antigen Test. All outdoor visitors must be able to successfully screen in. If you have questions about visiting Sunnyside Home or special requests, please call 519-893-8494 extension 6868. 

COVID-19 Updates

We are please to welcome back general visitors of all ages to all home areas at Sunnyside provided the resident they are visiting is not in isolation. Designated caregivers and general visitors over the age of five who are coming inside the building must be able to successfully screen in, provide QR code proof that they have received at least two doses of COVID-19 vaccine, and must take a Rapid Antigen Test. All outdoor visitors must be able to successfully screen in. Full details of the current visiting guidelines at Sunnyside Home are listed below. Visitors are required to follow all infection prevention and control guidelines and must wear a surgical mask at all times while inside the home.

Please carefully review the information below for more information on the safety measures in place at Sunnyside Home.

If you have questions about this information, please send us an email or call the Sunnyside COVID hotline at 519- 893-8494 extension 6868.

Outbreak Protocols

Sunnyside Home has a COVID outbreak plan to reduce the risk of spread. When a resident or staff case of COVID-19 is identified, Sunnyside works closely with Waterloo Region Public Health to identify who that individual has been in contact with in the 48 hours before their symptoms started or the individual tested positive. Residents and staff who are determined to be at higher risk are contacted. All staff and affected residents will be required to isolate and retested for COVID-19 at the direction of Public Health to prevent further spread of illness at Sunnyside or in the community.

All other preventative measures remain in place to ensure the well being and safety of the people who live at Sunnyside and the staff who support them.

Active Screening and Surveillance Testing

All staff, caregivers, support workers, volunteers and visitors must participate in active screening and answer no to a series of questions before entering the home.

Starting on Friday, December 17, Sunnyside Home will require daily rapid antigen tests for all individuals who enter the home regardless of their vaccination status.

Caregivers and visitors will enter Sunnyside Home through the chapel regardless of vaccination status during the hours of 8:00 a.m. – 7:30 p.m. Monday through Friday and 8 a.m. – 6 p.m. Saturday and Sunday. We ask that general visitors arrive during these hours. Outside of these hours, caregivers may enter the home through the main entrance and provide proof of vaccination status or proof of a negative rapid test result from earlier that day to security.

Visiting and connecting with residents at Sunnyside Home

We recognize that being able to connect with friends and family is essential to the emotional health and well-being of the residents of Sunnyside. 

Our team has developed a plan based on direction of the Ministries of Health and Long Term Care as well as Public Health to support opportunities to connect residents with family, friends and the community in a safe and meaningful way. Please review our Public Policy for Visiting.

All visitors must participate in active screening and daily rapid antigen testing as required and follow Sunnyside Home's vaccination policy.  

As a visitor to Sunnyside Home, please do your part to protect residents from COVID-19. Visitors to Sunnyside Home must be fully vaccinated if they are over the age of five and follow all public health measures. Monitor yourself for symptoms, do not visit and get tested if you are feeling unwell. Please carefully review the information below before your visit to Sunnyside Home.

If you have any questions about this information, please call the Sunnyside COVID hotline at 519-893-8494 extension 6868. 

Caregivers

Caregivers provide direct care and support to the resident, which may include assisting with meals, mobility, personal hygiene, cognitive stimulation and emotional support. Each resident and/or their substitute decision maker (SDM) may designate up to four caregivers. These visits are unscheduled unless the resident is in self-isolation.

To designate a caregiver for a resident at Sunnyside Home, please complete and submit the Caregiver Designation Form. Please allow for 1-2 business days to support a request to designate a caregiver. We appreciate your patience and understanding.

The following protocols must be adhered to for designated caregivers:

  • Caregivers over the age of five are required to show proof that they have received the first and second dose of the COVID-19 vaccine
  • All caregivers must pass active screening and receive a rapid test before they enter Sunnyside Home. Please review the active screening and surveillance testing requirements
  • Caregivers must wear a surgical mask and other personal protective equipment as required (which is provided by Sunnyside Home) at all times while inside the building. If visiting a resident who is symptomatic or in isolation, the caregiver will wear full personal protective equipment as directed by the Ministry of Long-Term Care which includes a mask, goggles, gown and gloves
  • Caregivers will be asked to review and sign off on Sunnyside’s infection prevention and control guidelines for visitors
  • Caregivers are asked to practice hand hygiene upon entering the building, before exiting and frequently during the visit. Hand sanitizer is available throughout the building
  • Food and/or drinks are not permitted during visits at this time. Caregivers are not able to purchase food or drinks from the Sandhills Café or the vending machine
  • Caregivers must be 18 years or older
  • Caregivers must review Sunnyside Homes Visitor Policy and complete mandatory training prior to visiting the Home
  • Up to four general visitors or designated caregivers may visit with a resident at one time

For more information, please contact a Team Leader or call the Sunnyside COVID Hotline at 519-893-8494 extension 6868.

Outdoor visits

Outdoor visitors are required to screen in through the chapel clinic before their visit. Proof of vaccination and rapid testing are not required for outdoor visits.

Outdoor visitors are not required to wear masks  when visiting outside unless they choose to do so. Masks will still be available to anyone who wishes to wear one outside and we continue to encourage safe physical distancing at all times. 

These visits do not need to be scheduled. If the resident you are visiting requires assistance to get to the visit and you are not able to assist them, please call 519-893-8494 ext. 6388.

Indoor Visits (General Visitors)

A general visitor visits for social purposes and is not a designated caregiver.

General visitors may visit residents provided the resident is not in isolation. General visitors must provide proof that they have received at least two doses of the COVID-19 vaccine (unless they are under the age of five), complete active screening, receive a rapid antigen test for COVID-19 and wait 20 minutes for their result before entering the home for a visit.

Up to four general visitors or designated caregivers may visit with a resident at one time. 

Essential visitors 

Essential visitors provide support a resident who is critically ill or nearing end of life or are contractors who provide critical care and services.

How to determine if you are considered an essential visitor

Family members with a loved one who is at the end of their life, is very ill or is in an emergency situation will be considered essential. If you have questions about whether this may apply to you, please contact your Team Leader.

The following protocols must be adhered to for essential visitors:

  • Essential visitors must pass active screening and are required to wear a mask and other personal protective equipment as required while inside. If visiting a resident who is symptomatic or in isolation, they will wear full personal protective equipment as directed by the Ministries of Health and Long Term Care which includes a mask, goggles, gown and gloves.
  • Essential visitors a must follow the above requirements for indoor visits. For family members visiting residents who are very ill or at end of their life, the COVID testing requirement will be reviewed on a case by case basis.
  • Essential visits may occur in a resident's room and are currently limited to two essential visitors and two general visitors per resident at a time. You must only visit the resident who requires your essential visit or care.
 Day Absences

Residents  may leave the home on day absences for essential or social purposes regardless of vaccination status. 

Please contact the Team Leader or Registered Nurse at least 48 hours in advance to arrange for an absence.

The following requirements must be adhered to for day absences:

  • Residents will be actively screened upon return
  • Residents leaving the home for social reasons will receive a  a PCR test on day five after their absence.
  • Please inform the team leader or Registered Nurse as soon as possible if a resident was in contact with someone who subsequently tested positive for COVID-19 while they were away from the home.
  • It is strongly recommended that residents wear a mask when on an absence outside the home (if tolerated) and that all individuals who have contact with the resident be fully vaccinated against COVID-19.
  • Visitors accompanying a resident on a short absence must follow the active screening and surveillance testing requirements
  • Staff will review the importance of public health measures with the resident and the person accompanying them prior to going out. This includes avoiding large social gatherings, following masking and physical distancing as much as possible, and only being in close contact with people who have had three COVID-19 vaccine doses.

If the home area is in outbreak or if the resident is in self-isolation, all absences will be postponed until such time that the outbreak is over, or the resident is out of self-isolation.

Overnight Absence

Residents may leave the home for overnight absences for social purposes regardless of vaccination status. 

Please contact the Team Leader or Registered Nurse at least 48 hours in advance to arrange for an absence.

The following requirements must be adhered to for day absences:

  • Residents will be actively screened upon return
  • Residents leaving the home for an overnight absence will receive a PCR test on day five after their absence. 
  • Please inform the team leader or Registered Nurse as soon as possible if a resident was in contact with someone who subsequently tested positive for COVID-19 while they were away from the home.
  •  It is strongly recommended that all individuals who have contact with the resident be fully vaccinated against COVID-19.
  • Visitors accompanying a resident on an overnight absence must follow the active screening and surveillance testing requirements
  • Staff will review the importance of public health measures with the resident and the person accompanying them prior to going out. This includes avoiding large social gatherings, following masking and physical distancing as much as possible, and only being in close contact with people who have had three COVID-19 vaccine doses.

If the home area is in outbreak or if the resident is in self-isolation, all absences will be postponed until such time that the outbreak is over, or the resident is out of self-isolation.

Virtual visits and other ways to connect 

We understand that you may want to connect with your loved one at Sunnyside and we hope that you will. In addition to the visits listed above, we would like to offer some support to keep you connected in other ways:

  • If you are unable to visit in person, we invite you to connect by Skype, FaceTime or Zoom. Call the Sunnyside COVID hotline at 519-893-8494 extension 6868 to arrange a virtual visit
  • Send a letter by email to someone who lives at Sunnyside Home, we will be happy to share it with them. You can also send by mail to our address at 247 Franklin Street North, Kitchener ON. We encourage you to send photos and pictures along with your letters.
  • If you would like to drop off a care package, please leave it in the box located between the two sets of main entry doors between the hours of 9 a.m. and 4 p.m. Monday through Friday. Only non-perishable items will be accepted. Please make sure the package is clearly labelled with the first and last name of the person living at Sunnyside Home.
Isolation and testing
  • Residents or staff who develop symptoms of a respiratory illness while in the home will immediately be isolated and tested for COVID-19
  • If a resident tests positive for COVID-19, they will be isolated from other residents
  • For staff who test positive for COVID-19, contact is traced back to prevent spread, and they will not be permitted to return to work until approved by Public Health
  • All staff, contractors, caregivers, volunteers and visitors are rapid tested for COVID-19 daily
  • All new and returning residents receive a PCR test upon admission and are further tested and isolated following the Provincial guidelines.
New residents to Sunnyside Home

When you become a member of the Sunnyside community, we will do our very best to introduce ourselves, make you comfortable and get to know you. We look forward to continuing your care, introducing you to new neighbours, and providing you with opportunities to socialize safely where possible.

Ensuring the health and safety of everyone who lives at Sunnyside requires that we take preventative measures for new residents arriving at Sunnyside Home in order to prevent the spread of COVID-19:

  • Residents who are admitted to Sunnyside Home or returning from another healthcare facility will be PCR tested prior to admission and on day five after moving into the home.
  • New residents experiencing symptoms of COVID-19 or who have tested positive will be isolated according to Public Health Guidelines.
Additional safety precautions
  • Staff, visitors, volunteers and contractors are required to wear a surgical mask and other personal protective equipment as required at all times inside Sunnyside Home.
  • Staff will continue to wear personal protective equipment as directed by the Ministry of Health appropriate to their role, duties, and contact with others. This includes a surgical mask or N95 mask and may include a face shield, goggles, gloves and gown.  
  • Sunnyside will continue to maintain a sufficient supply of this equipment.
  • Staff, volunteers, contractors and general visitors are required to be fully vaccinated against COVID-19. Caregivers will require proof that they have received two doses by February 21 and their third dose by May 23, 2022.
  • Staff and residents continue to practice physical distancing and stringent hand hygiene.
  • Measures are in place to support physical distance in dining rooms and common areas if an outbreak is declared.
  • Recreation programs are being offered in smaller groups to home area cohorts while indoors provided the home area is not in outbreak.
  • Residents, tenants and clients remain in their program areas wherever possible and do not travel between long-term care, supportive housing, the day program or the Sunnyside Wellness Centre.
  • Our team works closely with Waterloo Region Public Health to ensure the highest standards of infection prevention and control and maintains an onsite infection prevention and control specialist.
Service changes in Sunnyside Home, Sunnyside Wellness Centre, and Dementia Services
Sunnyside Home

Hair Salon

Reflections Beauty and Barber Shop is open with enhanced safety measures in place. To inquire about pricing or book an appointment, please leave a message 519-893-8394 extension 6329 and the team will return your call. 

Volunteer Services

Sunnyside Home is pleased to welcome back volunteers with enhanced safety measures in place. Volunteers are required to follow all screening, testing and infection control procedures.

Care Conferences

Care conferences are scheduled by the Team Leader of Registered nurse. Care conferences can be scheduled virtually or in person. Visitors attending care conferences must comply with all visitor guidelines, testing, screening and infection control procedures. 

Attending Physicians/Nurse Practitioners

Physicians and Nurse Practitioners are still providing support to the Home while following all screening, testing and infection prevention and control guidelines.

Fabulous Finds Gift Shop

The Fabulous Finds Gift Shop is open from Tuesday to Saturday from 11:30am to 3:30pm.

Convalescent Care and Respite

Convalescent care and respite at Sunnyside Home are not accepting new admissions at this time.

Sunnyside Wellness Centre

The Sunnyside Wellness Centre is temporarily closed for all services with the exception of physiotherapy and foot care services by appointment due to increasing numbers of COVID-19 in our community and across the Province.

Community Alzheimer Programs

The Kitchener, Waterloo and Cambridge Day Programs are open with enhanced safety measures in place. 

Young Onset Dementia Association

The Young Onset Dementia Association is open with enhanced safety measures in place.

More information on COVID-19

For more information, please visit these trusted sources:

COVID-19: Guidance for the Health Sector

Latest local information on the Novel Coronavirus

Public Health: How to stop the spread of germs (PDF poster)

Public Health Ontario resources (resources available in multiple languages)

How to self monitor (PDF)

How to self-isolate (PDF)

 


Sunnyside Home

When you are no longer able to live at home, Sunnyside Home offers a warm, friendly atmosphere, modern amenities and quality care. Making sure you have the best quality of life is important to us. We look forward to getting to know you and helping you feel at home.

Sunnyside Home is a long-term care home owned by the Region of Waterloo in the Stanley Park area of Kitchener. Our 263 residents are part of a vibrant community in a park-like setting on a campus of services for older adults. Our grounds have gardens, walkways and courtyards to enjoy. There are also many opportunities to get involved so you can continue doing things that make you happy or try something new.

This video will give you a glimpse into what life is like at Sunnyside.

Vision, mission and values

Sunnyside Home is part of Seniors' Services, a division of the Region of Waterloo.

Vision
We are a caring community where every person can live their best life.
Mission

We serve with the highest quality of care and service.

We engage to create an inclusive, thriving and welcoming community.

We inspire people to live hopeful, happy and healthy lives.

Values
Seniors' Services is guided by the values of the Region of Waterloo.

We are committed to:

  • Service - We provide excellent public service and strive to understand and meet the needs of all those we serve.
  • Integrity - We practice high standards of ethical behaviour and conduct ourselves with an openness and transparency that inspires trust.
  • Respect - We create an environment where people are included, valued and treated with dignity.
  • Innovation - We foster an environment of leadership, excellence and creativity.
  • Collaboration - We build internal and external relationships to achieve common goals and resolve differences.

How to apply

To apply for Sunnyside Home, visit the Home and Community Care Support Services website or call the WWLHIN at 519-748-2222.

The WWLHIN can help you determine if you need long term care, or if you are able to stay in the community with care and support in your home. If it becomes too difficult for you to live on your own, they can offer long-term care options.

Rates, services, and amenities

Sunnyside Home offers many services and amenities that make you feel safe and comfortable while living here.

Room types and rates
  • Private rooms are occupied by one resident with a private washroom.
  • Basic rooms are occupied by two residents with a shared washroom.

View rates (set by the province of Ontario). 

For more information on rates, eligibility, and to apply for Sunnyside Home, visit the Home and Community Care Support Services website or call the CCAC at 519-748-2222.

The WWLHIN can help you determine if you need long term care, or if you are able to stay in the community with care and support in your home. If it becomes too difficult for you to live on your own, they can offer long-term care options.

Services included
  • Nursing and personal care
  • Medical services
  • Recreation programming 
  • Physio and occupational therapy
  • Dietetics and food services (view sample menu
  • Laundry
  • Support from registered Social Workers
  • Spiritual and religious care
  • Housekeeping
  • Banking and administrative services
Services at an additional cost
  • Haircuts and styling
  • Phone, cable TV and internet
  • Foot care
  • Registered massage therapy
  • Community outings
  • Transportation to appointments
The Butterfly Approach

Sunnyside Home is on a journey to become the first home in Waterloo Region certified in The Butterfly Approach, an innovative model of person-centred, emotion-focused dementia care.

Sunnyside is working in partnership with Meaningful Care Matters, an organization based out of the United Kingdom whose mission is to create meaningful care cultures where people are ‘free to be me’.

While the COVID-19 pandemic has meant that that our journey towards Butterfly accreditation has taken a little longer, Sunnyside Home has remained committed to achieving this goal and to supporting person-centred, emotion focused care for people with dementia who live in the home.

 What is The Butterfly Approach

The Butterfly Approach is about making long-term care feel more like home. Schedules and tasks are replaced with flexibility and engagement. Staff don’t wear uniforms. The people working in the home share meaningful moments with the people living there every day and feel like family. 

Other homes that have become certified in this approach have reported better health, social and emotional outcomes for residents.

 What does a Butterfly home look and feel like?

A Butterfly home is full of colour and life! It reflects the unique interests, history and personality of the people living and working within the home. Objects and items are always in reach to engage people in activities that give them meaning and purpose.

Butterfly homes have a kitchen with access to food and drinks throughout the day and comfortable spaces where people can spend time together.

 What does certification involve?

Certification in the Butterfly Approach involves:

  • Moving away from task based, clinical model of care to a more flexible and relaxed approach.
  • Providing staff with training and tools that enable them to make emotional connections with the people living in the home as well as an understanding of the complex needs of people living with dementia.
  • Enhancing the environment to make it feel more like home full of colour, texture and the stuff of life to spark discussion and change a moment.
  • Creating unique households and spaces to support the unique needs of individuals at different stages of the dementia journey.
 How can I learn more about The Butterfly Approach

To learn about our Butterfly journey at Sunnyside Home, please contact:

Lindsay Marinovic, Butterfly Co-Lead, 519-893-8494 extension 6368

Kelly Buxton, Butterfly Co-Lead, Social Planning Associate, 519-893-8494 extension 6388

How can I support The Butterfly Approach?

Sunnyside Home's certification in The Butterfly Approach along with a number enhancements to the physical environment have been generously funded by the Sunnyside Foundation, a registered charity that raises funds to enhance the lives of older adults in Waterloo Region.

To learn more about The Sunnyside Foundation or to make a donation in support of The Butterfly Approach, please visit www.sunnysidefoundation.ca

 

Amenities

Tours

Take a virtual tour of Sunnyside Home.

Come in to Sunnyside Home! Call 519-893-8494, ext. 6360 to schedule a tour.

Get involved

There are many ways to get involved in the Sunnyside community, for residents and others who would like to lend a hand to older adults. Click below to learn more about each opportunity.

Donate to the Sunnyside Foundation

The Sunnyside Foundation raises money to enhance the well-being and quality of life for people served by Sunnyside Seniors' Services.

The Foundation has raised over $2.5 million since 1 in support of projects and programs.

Join the Joint Resident, Family and Volunteer Advisory Committee
This committee gives counsel and advice to Sunnyside staff on planning activities and the operation of the home. It is made up of five residents, three family members and two volunteers. 
Attend Residents' Council meetings

The Residents' Council provides an opportunity for residents to be involved and contribute to the decisions which impact their lives.

Residents' Council at Sunnyside Home meets monthly on every floor. All residents are welcome to attend and to share feedback and suggestions.

Attend Family Council meetings

Family members and friends of residents of Sunnyside meet monthly to support each other and to receive updates from the home's leadership team.

The family council hosts annual education sessions on topics of interest to its members.

 

Useful links

 Leadership Team Contacts

Address: 247 Franklin Street North, Kitchener, ON N2A 1Y5

General Email: sunnysidecovidresponse@regionofwaterloo.ca

General Phone: 519-893-8482

Director, Seniors' Services: Connie Lacy, 519-893-8494, ext 6310, email: clacy@regionfwaterloo.ca 

Administrator, Long-Term Care: Julie Wheeler, 519-893-8494, ext 6055, email: jwheeler@regionofwaterloo.ca

Manager, Resident Care (Director of Nursing and Personal Care): Marie Belanger, 519-893-8494, ext 6312, email: mbelanger@regionofwaterloo.ca

Coordinator, Infection Prevention and Control: Agnes Bos, 519-893-8494, ext 6304, email: abos@regionofwaterloo.ca 

Policies, Plans, and Other Information

 Continuous Quality Improvement (CQI) Plan (2022/2023)

The Quality Improvement Report identifies some of the things that Sunnyside will work towards in the coming year (2022/2023). The intent of the report is to promote continuous quality improvement across all long-term care homes in Ontario. Read the Continuous Quality Improvement Plan.

 2021 Resident and Family/Caregiver Satisfaction Survey

We are pleased to share the results of the 2021 Family and Resident Satisfaction Survey, along with our Action Plan reflective of the survey results.

The 2021 Family Satisfaction Survey was conducted in September 2021 and the Resident Satisfaction survey was conducted in November 2021. The survey results were shared in the July Community Newsletter. The outcomes of the Action Plan will be updated in December 2022 and posted on the website.

One of the actions resulting from the 2021 survey is to seek resident input on life at Sunnyside. This is a standing agenda items at the Resident Leadership Team meetings.

Resident Survey Results:

  • 90% would recommend Sunnyside Home to someone who needs care
  • 87% say that people that work at Sunnyside Home listen to them
  • 86% say that they get help when they need it in a timely way
  • 80% say that they like the food at Sunnyside Home

Family Survey Results:

  • 96% appreciate the staff's attitude towards each resident
  • 94% feel that the staff allows them to provide help or care to their resident
  • 94% feel that the dignity of their resident is being respected
  • 94% feel that the residents are safe
  • 93% feel that Sunnyside Home is very clean and doesn't smell
  • 93% feel that Sunnyside Home is a nice place to visit
  • 93% deem the quality of care as very good or excellent
  • 92% feel that staff respect their resident's privacy
  • 92% feel that they are not being counted on to provide more help than they want to provide
  • 90% feel that they are welcome when they visit
  • 89% feel that their resident is free to choose to receive or refuse care
  • 89% feel that they are communicated with about their resident's health status in a very good or excellent way
  • 88% feel that their questions are answered
  • 88% feel confident in the care their resident receives
  • 88% feel like their resident's room is comfortable
  • 87% feel like staff really know their resident
  • 86% feel that management is responding to their concerns
  • 86% feel that staff go the extra mile to resolve problems
  • 86% feel that their thoughts and opinions are heard in planning for their resident's care
  • 85% feel that they are able to see nurses when needed
  • 84% feel that the personal care and attention given to their resident is very good or excellent
  • 81% feel that staff do what they say they will do
  • 79% feel that the atmosphere at meal times is very good or excellent
  • 76% feel that staff are offering activities that are interesting to their resident
  • 76% feel that the quality of food that is served is very good or excellent
  • 75% feel that the same staff is assigned consistently
  • 73% feel that the menu choice of food available to the resident is very good or excellent
  • 70% feel that they are able to see physicians when needed

Action Plan:

  • Continue to provide resident-choice meals on a monthly basis
  • Continue to host regular resident leadership meetings and ask residents for their input
  • Increase recreation team hours to improve resident engagement activities on evenings and weekends
  • Continue to increase staffing hours to achieve four hours of care by April 2025
  • Review and update quality dining program guidelines
  • Provide education to residents and caregivers on how physicians and Medical Directors work in long-term care homes
  • Share the survey results with residents, staff, and family members in the July 2022 Community Newsletter

If you have any questions about the annual satisfaction surveys, survey results or the Action Plan, please contact Kelly Buxton, Social Planning Associate at 519-893-8494 ext 6388.

 Making a Complaint

Complaints Policy Statement

Sunnyside Seniors' Services adheres to the highest standards of professional and personal conduct. There may however, from time to time, be concerns or complaints regarding our service from residents, their care partners, service providers, or the community.

Receiving feedback from those we serve is an integral component of our quality improvement process and supports us in identifying areas where we need to change our policies and practices. 

Sunnyside Seniors' Services is committed to ensuring that any complaint we receive is handled in a way that is timely, fair, and respectful.

Making a Complaint

If you have feedback on the services you received or a concern related to any area of the Home, we encourage you to speak with a member of our team so that we can address your concerns promptly.

  1. You are welcome to speak with any member of our direct care staff as they be able to quickly resolve your concern. If additional steps are needed to resolve your concern, the staff member will explain what the next steps are and may ask you to speak with the Registered Nurse.
  2. If you are not satisfied with the outcome, we encourage you to speak with the Manager for the appropriate Home Area. You can contact the manager by calling 519-893-8482 and asking to speak with the Manager assigned to your Home Area.
  3. If you still have an unresolved concern, you are welcome to contact: Marie Belanger, Manager, Resident Care (Director of Personal and Nursing Care) at 519-893-8494 ext 6312.
  4. If your concern was not addressed to your satisfaction, please contact Julie Wheeler, Administrator Long-Term Care at 519-893-8494 ext 6055.
  5. If after following the above steps your concern has not been resolved to your satisfaction, please contact Constance Lacy, Director Seniors' Services at 519-893-8494 ext 6310.
  6. Issues, concerns or complaints not addressed to your satisfaction can also be directed to the Ministry of Long-Term Care by calling: Long-Term Care Family Support and Action Line at 1-866-434-0144 or in writing to Director, Long-Term Care Inspections Branch, 119 King Street West, 11th Floor, Hamilton, ON L8P 4Y7.
  7. If you have already contacted the Home directly and the Long-Term Care Family Support and Action Line and you were not able to reach a satisfactory resolution, you may also contact the Patient Ombudsman by calling 1-888-321-0339.

All formal concerns and complaints received in writing will be documented, including a list of the issues, date expressed, follow-up actions taken, final resolution of the concern and the date that feedback was provided to the complainant. We will respond in 10 business days to all written complaints and the Ministry of Long-Term Care will receive a copy, including a description of the follow-up action.

 Emergency Plans

Sunnyside is committed to the safety of everyone in our community and will take precautions to provide a safe environment. Find out more about our Emergency Plans.

Supporting Documents for Emergencies

 Visitor Policy

We recognize that being able to connect with friends and family is essential to the emotional health and well-being of the residents of Sunnyside.

Our team has developed a plan based on direction of the Ministries of Health and Long Term Care, as well as Public Health to support communities to connect residents with family, friends and the community in a safe and meaningful way. Please review our Public Policy for Visiting.

All visitors must participate in active screening and daily rapid antigen testing as required and follow Sunnyside Home's vaccination policy.

As a visitor to Sunnyside Home, please do your part to protect residents from COVID-19. Visitors to Sunnyside Home must be fully vaccinated if they are over the age of five and follow all public health measures. Monitor yourself for symptoms, and do not visit and get tested if you are feeling unwell. Please carefully review the information below before your visit to Sunnyside Home.

If you have any questions about this information, please call the Sunnyside COVID hotline at 519-893-8494, ext 6868.

Protecting your privacy: We respect your right to confidential care. Please see our Information Practices Statement for details.

 

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