Submit a Comment, Concern, or Complaint

We welcome feedback to let us know if we are meeting your needs. It is very important that we know when you have comments, concerns and complaints, so we can take action to correct the problem, and to prevent it from happening again.

Adult Day Programs

The Hillsdale Estates and Lakeview Manor Adult Day Programs are committed to providing the best possible service to each and every client. We care about each client and will do our best to ensure your relationship with us is a happy one.

Follow these steps to resolve problems quickly and fairly. It is suggested that you begin at step one and progress through the steps if you remain unsatisfied with the responses.

1. Talk to a staff member, the program co-ordinator or supervisor.
2. Contact a member of senior management.
   • Joanne Iacono, Manager Divisional & Community Supports at 905-666-6239 or joanne.iacono@durham.ca
3. Contact the Long-Term Care and Services for Seniors Division.
   • Laura MacDermaid, Director at 905-666-6239 or 1-800-372-1102, or by email.
4. Contact Regional government representatives.
• Stella Danos-Papaconstantinou Commissioner, Social Services at 905-666-6239 or 1-800-372-1102 
• Mayor Elizabeth Roy, Chair, Health & Social Services Committee at 905-430-4300 or mayor@whitby.ca
• Regional Chair and Chief Executive Officer at 905-668-1177 or 1-800-372-1102
5. Contact the Health Services Appeal and Review Board at 416-327-8512 for the following:
   • Client is deemed ineligible for service.
   • Client is excluded from admission to the Day Program, or the person has a complaint about:
     • The amount of service provided.
     • The termination of a particular service.

Please note you cannot appeal to the Health Services Review Board for the quality of services provided.

Long-Term Care Homes

We are committed to providing the best service to our residents at Fairview Lodge, Hillsdale Estates, Hillsdale Terraces and Lakeview Manor. The Long-Term Care Homes Act makes sure residents feel safe, secure and comfortable. If a complaint is about possible harm to a resident, the home must investigate the complaint immediately.

Follow these steps to resolve problems quickly and fairly. It is suggested that you begin at step one and progress through the steps if you remain unsatisfied with the responses.

1. Report your concern directly to the home. Speak to a staff member or manager.
2. Contact the Administrator, Assistant Administrator or Director of Care at the home.
   • Fairview Lodge at 905-668-5851 or fairviewlodgeinfo@durham.ca
   • Hillsdale Estates at 905-579-1777 or hillsdaleestatesinfo@durham.ca
   • Hillsdale Terraces at 905-579-3313 or hillsdaleterracesinfo@durham.ca
   • Lakeview Manor at 705-426-7388 or lakeviewmanorinfo@durham.ca
3. Contact the Long-Term Care and Services for Seniors Division.
   • Laura MacDermaid, Director at 905-666-6239 extension. 2704, or by email.
4. Contact Regional government representatives:
   • Stella Danos-Papaconstantinou, Commissioner of Social Services at 905-668-7711 or 1-800-372-1102
   • Mayor Elizabeth Roy, Chair, Health & Social Services Committee at 905-430-4300 or mayor@whitby.ca
   • Regional Chair and Chief Executive Officer at 905-666-6197 or 1-800-372-1102
5. Contact the Ministry of Health and Long-Term Care (MOHLTC) ACTION Line at 1-866-434-0144.
6. Contact the Ontario Patient Ombudsman, at 416-597-0339 or 1-888-321-0339.