Considering Long term care?

complaint Procedure

Broadview Nursing & Retirement Centre

Complaint Procedure & Options

How to file your concerns with the correct department


Please contact us for details on being added to the waiting list

urgent complaint

Call the Long-Term Care Family Support and Action Line: toll-free 1-866-434-0144

Give as much information as you can about your concern. This will make it easier for the home or Ministry of Long-Term Care to look into your complaint.

Please include:

  • name of the home
  • address of the home (including town or city)
  • a description of what happened (is the concern an ongoing problem?)
  • for a specific event: when and where it happened (for example, outside or inside the home)
  • who was involved
  • what you would like the home to do to resolve your complaint

NON-urgent complaint

 You can make a complaint that is not urgent:

1) Report your concern directly to the home

Please see Broadview Nursing Centre steps to filing a complaint below 

Staff will let you know that the home has received your complaint within ten  business days.

They must call or write to let you know:

  • what they are doing to resolve your complaint now
  • what they plan to do to resolve your complaint in the future
  • when you can expect the complaint to be resolved


Compliments also Appreciated

Broadview Retirement Centre wants to hear all your concerns including compliments.

Please send us your thoughts through email or use the Form located here.

Steps to filing a complaint with Broadview Nursing Centre

Step One:

Talk to the Charge Nurse in your area – the Charge Nurse is your first point of contact. If they do not have the answer, they will get it for you, or pass your comments along to the appropriate department head that will get back to you. If you do not receive an adequate reply, go to step two.

Another option if your concern involves more than one area is to request a Care Conference. You can request this at any time by booking with your Charge Nurse. A Care Conference involves having a meeting with various department representatives along with the Charge Nurse.

Step Two:

Talk to the department head responsible for the area you wish to discuss. Simply check-in with or call reception at Broadview Nursing Centre (613) 283-1845 and ask for the following people:

Nursing Services

Director of Care or Nurse Managers (can be reached on all shifts

Financial Services



Environmental Services Manager


Food Services Manager

Social Services

Social Services Coordinator


Programs Manager

Step Three:

After discussing it with the Department representatives, if your suggestion or concern remains unresolved contact the Executive Director.

(Step 3 Continued) Another option is to request a “Client Service Response” form. Comments, concerns and suggestions will be recorded on this form and forwarded to the appropriate department for follow-up. A copy of the form is provided to the Executive Director. The complaint can be documented on this form and follow-up will commence. Reporting a complaint will not result in any form of retaliation or barriers to care and services.

Step Four:

If you feel your concern has not been adequately addressed, we invite you to call:

Mrs. Alaina Parsons

Phone : 613-283-1845


Step Five:

If you feel your concern has not been adequately addressed, we invite you to call the Long-Term Care Family Support and Action Line: 1-866-434-0144, Hours of operation: 8:30 a.m. – 7:00 p.m., 7 days a week

Or send a written letter to:

Director, Long Term Care Inspections Branch 
Long Term Care Operations Division,  
119 King St W 11th Floor
Hamilton ON
L8P 4Y7  

Step Six:

If you have already contacted the Home directly and the Long-Term Care Family and Support and Action Line (toll-free at 1-866-434- 0144) and were not able to reach a satisfactory resolution, you can contact the Patient Ombudsman:

Have Questions?

Get In touch below or give us a call!

Call Us

(613) 283-1845

Contact Broadview Nursing and Retirement Centre

Broadview NC Contact Form

Broadview NC Contact Form

View a Google map to Broadview Nursing Centre

Open Hours

M-F: 8:30 am - 4:30 pm


Alaina Parsons - Administrator

OUR Location

210 Brockville St., Smiths Falls, K7A 3Z4
Google map to Broadview Nursing Centre

Broadview Nursing Centre: 613-283-1845  |  Broadview Retirement Lodge: 613-283-8566

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If  you have a compliment or complaint about this long term care facility click here for details.
Long-Term Care Family Support and Action Line: toll-free 1-866-434-0144