3. Take steps if you disagree

If you don't agree with what the care coordinator from Ontario Health atHome decides, you can ask to have the decision changed.

They may have said that you're not eligible to get any services. Or, you may think that the services they're offering are not enough or not the ones you need.

First, you should speak to your care coordinator. Explain why you think their decision is wrong.

For example, they might decide that you don't need help in the morning. But you might have hip or knee problems that make it unsafe for you to get into your bathtub or shower without help.

Or, you might need help getting up and dressed in the morning. But then you can manage for the rest of the day.

Make sure your care coordinator understands what help you need and why you need it. Your doctor or family members can also give more information about why you need help.

If your care coordinator won't change their decision, ask them to send you the decision in writing. You should also ask for an information sheet that tells you how to make a complaint.

Follow the complaint process

Follow the complaint process carefully. There might be deadlines for sending in your complaint and making your arguments. Be sure to do each step on time.

First, the decision will be reviewed by a different care coordinator or a supervisor. After the review, they make a final decision.

You should get the final decision within 60 days after the date you made your complaint.