News Release: Ombudsman to Investigate Government Home Care Program

Thu, Apr 12, 2018

NEWS RELEASE

FOR IMMEDIATE RELEASE

April 12, 2018

OMBUDSMAN TO INVESTIGATE GOVERNMENT HOME CARE PROGRAM

Former and current home care clients encouraged to contact Ombudsman

Whitehorse: Yukon Ombudsman Diane McLeod-McKay is launching a formal investigation into a complaint about the Yukon government’s home care program, delivered by the Department of Health and Social Services (HSS).

McLeod-McKay’s office recently received a complaint about the department’s processes for receiving and managing complaints about home care delivery. After an initial examination of the complaint and the information currently available, she decided to investigate the matter. As part of the investigation, she will examine whether there are any systemic issues that led to the complaint.

“To help us ensure that we have a clear picture of any issues that may exist about the home care complaints process, we’re reaching out to people who are, or were, home care clients,” said McLeod-McKay. “In particular, we want to hear from former or current home care clients who made complaints to Health and Social Services about the program and would be willing to share their experience about that process.”

She added the investigation isn’t about the scope or adequacy of the program itself. It’s about what parts of the complaints process work or don’t work when you make a complaint about the program.

Home care clients are asked to contact the Office of the Ombudsman by phoning 867-667-8468 (or 1-800-661-0408 ext. 8468 toll-free). People may also share their experience by writing to:  Office of the Ombudsman, Suite 201, 211 Hawkins Street, Whitehorse, Yukon, Y1A 1X3.

The Ombudsman is an independent officer of the Yukon Legislative Assembly. She resolves and investigates complaints about unfairness in the administration of programs and services by Yukon government departments. Most complaints are resolved informally without the need for formal investigation.

McLeod-McKay’s decision to conduct a formal investigation into the complaint is based on two things. The first is the nature of the complaint she received. The second is the need for those who rely on home care to have access to a high quality complaints process that addresses their complaints and does so in a timely manner.

At the conclusion of her investigation, the Ombudsman has authority to make any recommendations she considers appropriate if she finds unfairness in the Health and Social Services procedures for dealing with complaints about the home care program.

For more information about the Yukon Ombudsman, Information and Privacy Commissioner, and Public Interest Disclosure Commissioner, please go to www.ombudsman.yk.ca.

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Contact:

Diane McLeod-McKay

Yukon Ombudsman

info@ombudsman.yk.ca

867-667-8468