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Care fine but complaints system broken at Sunnybrook Veterans Centre, audit finds

Colin Perkel, The Canadian Press

Toronto – A federal audit finds the quality of care at Canada’s largest veterans home meets standards but is deeply critical of how it handles complaints and communicates with family members. The assessment, which bitterly disappointed some relatives of the most frail residents of Sunnybrook Veterans Centre, urges the facility to take immediate steps to improve a dysfunctional complaints process. “Several residents and families expressed their lack of knowledge of how to make a complaint or mistrust of the formal complaints-management system,” the audit states. “In a few cases, there was an expressed hesitancy to bring issues forward for fear of discrimination against their loved one.”

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