Resident and Family Information
Code of Ethics (PDF file) | Information Manual for Residents and Families (PDF file)
Companion Guidelines (PDF file)
Disclosure: keeping you fully informed (PDF file)
A family guide to quality care without restraints (PDF file)
Making an informed decision regarding tube feeding (PDF file)
Ombudsman | User Complaint Procedures | Users Committee

Communications Procedures

If you have any questions or concerns regarding the care and services that you are receiving at the Donald Berman Jewish Eldercare Centre, please contact the following personnel, in the following order:
  1. Your nurse.
  2. The head nurse on your floor during weekdays, or the nursing coordinator during evenings, nights and weekends.
  3. The Ombudsman (by following the User Complaint Procedures).


The Ombudsman is an impartial, compassionate and understanding mediator who is mandated to objectively and diligently investigate complaints filed by residents and families, and to help find solutions to the problems uncovered through such complaints. The Ombudsman’s goal is to find realistic solutions that are acceptable to everyone concerned – residents, families and staff.

All complaints are taken seriously and investigated, and significant issues or patterns are brought to the attention of the Board of Directors through the Quality Improvement / Risk Management Committee.

By reviewing complaints and finding solutions to the problems raised, we are provided with vital information needed to improve care and services. This may lead to important policy changes that affect everyone. With the help of our residents and their families, we strive to improve any problem areas which are brought to our attention.

The Ombudsman is located in room 2A.26 on the second floor of the Hope Pavilion, and may be reached at 514-738-4500 ext. 2126.

User Complaint Procedures

A user may formulate a written or verbal complaint to the Local Service Quality Commissioner of the Centre (Ombudsman), on the services he received, ought to have received, is receiving, or requires from the Jewish Eldercare Centre.

You will be receiving a complete copy of the User Complaint Procedures upon admission to the Centre. Additional copies are available from the Ombudsman or your head nurse.

Users Committee

As per changes in the law effective since 2006, we have a Users Committee, which represents the common interests of our residents and clients, and is usually comprised of residents and/or family members who are related to our residents.

The role of the Users Committee is: to provide information to the residents and their families about their rights and obligations; to promote improvements in the quality of life of the residents; to evaluate the level of satisfaction of the residents; to defend the collective rights of the residents; to accompany the residents and assist them in every way possible, including assistance for the filing of a complaint.

For further information, please contact the Users Committee at 514-738-4500, ext. 4330.

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