Services Provided

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Services Provided
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One basic accommodation rate (which is prescribed by the Provincial Government) provides you with most of your day-to-day needs.  The nursing team is made up of experienced Registered Nurses, Registered Practical Nurses and Personal Care Attendants who are available 24 hours a day/7 days - including care given by or under the supervision of a Registered Nurse or Registered Practical Nurse. 

The following is a list of services that are provided to each Resident as part of the standard fee:

  • Nursing and personal care on a 24-hour basis including the administration of medication and assistance with activities of daily living.
  • On-site medical care provided by physicians who makes regular visits to the Centre.
  • Supplies, equipment and devices necessary for the provision of medical, nursing and personal care and activities of daily living.
  • Supplies and equipment for personal hygiene and grooming, including skin care lotions and powders, shampoos, soap, deodorant, toothpaste, toothbrushes, denture cups and cleansers, toilet tissue, facial tissue, hair brushes, combs, disposable razors, shaving cream, incontinence products and feminine hygiene products.
  • Meal service and meals, including three meals daily, snacks between meals and at bedtime, special and therapeutic diets, dietary supplements and assistance devices for self-feeding.
  • Social, recreational and physical activities and programs, including the appropriate supplies and equipment.
  • Rehabilitation services including some supplies and equipment.
  • Laundry service including labelling, machine washing and drying of personal clothing.
  • Bedding and linens including mattresses, pillows, bed linens, wash cloths and towels.
  • Bedroom furnishings including an adjustable bed with adjustable bed rails, a bedside table, dresser, side table, lamp, a comfortable easy chair and curtains.
  • Standard accommodation and an option to upgrade to preferred accommodation.
  • Cleaning and upkeep of the Centre.
  • Personal equipment is to be provided by you or your family members  e.g. wheelchairs, walkers.  

For your information, the Ministry of Health and Long-Term Care sets the daily and monthly rates for all types of accommodation.  Each year they advise provincially regulated centres what they can charge residents to cover a resident’s accommodations fees.  There are some rate reductions that can, when appropriate, be extended to those who are unable to pay the basic rate for standard accommodations.  Our Financial Clerk in the Business Office will be able to assist you in determining whether you are eligible for these reductions.  Please note you may be charged interest for missed, incomplete or late payments.

Leave of Absence

Home Leave/Casual Leave
A casual leave of absence of up to 48 hours per week is available to residents. Casual leaves are permitted throughout the year in addition to vacation or medical/psychiatric leaves. For calculation of the period for casual leaves, the first day of the week is considered to be Sunday.

Vacation/Medical Leave/Psychiatric Leave
A resident is entitled to 21 days of vacation per year.  When casual leave is combined with the vacation at the rate of 48 hours per week, it is possible to have up to 31 days of combined leave once a year.  Residents need to advise nursing staff, in advance, when they plan to take vacation or casual leave days. 

The approved leave periods for residents admitted to hospital are 30 days for medical care and 60 days for psychiatric care.  Please enquire at the Business Office if you require further information.

Tall Pines Long Term Care Centre also provides or arranges for the provision of important health care services and programs for our residents.  Included among the professional services available are:

(Please note that you will be informed about the health care services that may be available in the Centre or which may be arranged for by the Centre including any associated costs to you if you agree to receive such services.)

Activation Services

Recreational and Therapeutic Programming
Opportunities to participate in a wide variety of recreation programs are offered during the day, evening and on weekends. These programs are designed to meet your physical, intellectual, emotional, social and spiritual needs. 

Recreation programs include trivia, baking, reminisce, active games, crafts, themed events and entertainment. We also offer residents the opportunity to engage in music therapy, horticulture therapy, pet therapy and a specialized sensory stimulation program for resident who have dementia.

Therapeutic Gardens
Our two enclosed therapeutic gardens – Sunnylea and Flowerlea – as well as the reflective garden are fully accessible and provide a safe, stimulating space for both you and your family.  Recreation programs such as gardening, luncheons and social events are regularly arranged in these gardens.

Community Outings
Community outings such as shopping trips, picnics and visiting area attractions are arranged by the Activation Team based on resident interest and seasonal themes.

Calendar of Activities and Events
A Recreation Calendar is produced monthly for each of the six Resident Home Areas.  Each calendar reflects the needs and interests of the residents living on each court.  The calendar is distributed to each resident room, posted on the Leisure Activity Board on each Court and may also be obtained from the Business Office.

Audiology Services

Care by a registered audiologist is provided when requested.  The cost may be covered by OHIP.  Residents can apply for financial assistance through the Ministry of Health and Long-Term Care Assistive Devices Program.  Contact is 1-800-268-6021 or TTY 1-800-387-5559.

NOTE:  Resident/family is responsible for any hearing aids and must ensure the hearing aid is marked for identification purposes.  If they are not marked before admission to Tall Pines, our staff will be happy to offer you information as to where this task can be performed.  Professional marking is recommended.

Banking Services

The Centre provides an interest bearing bank account in which you or your substitute decision maker may deposit money that can be available to you for day-to-day purchases.  This bank account is not for large sums of money to be held.

The bank is located at the Business Office and transactions can take place Monday to Friday 8:30 a.m. to 4:30 p.m.

Dental Services

Dentist:  Arrangements may be made for dental visits through the Registered Nurse.  We recommend an annual examination by a dentist for all residents.  The cost of these services is your responsibility.

Denturist:  Arrangements to have dentures made, relined or adjusted may be made by contacting the Registered Nurse or by contacting a denturist of your choice.  The denturist will provide services within Tall Pines.  The cost of these services is your responsibility.


NOTE:  Resident/family is responsible for any dentures and must ensure the dentures are marked for identification purposes.  If they are not marked before admission to Tall Pines, our staff will be happy to offer you information as to where this task can be performed.  Professional marking is recommended.

Facility Services

Regular housekeeping and maintenance duties are carried out in accordance with Ministry of Health regulations to ensure your environment is attractive, clean and safe. The Facility Services staff will assist you in determining the suitability of bringing some of your own furniture to the Centre.

Laundry/ Taking Laundry Home
We provide our own laundry service on-site.  General laundry service is provided free of charge.  On admission, all clothing will be labelled by laundry staff.  Any new clothing brought in at a later day should be provided to nursing staff, who will send the items to laundry for labelling.  Items such as bedding, linen, pillows, wash cloths and towels are provided.

All of the linen and personal clothing is sent to the laundry.  The nursing staff is responsible for sorting the soiled linens and residents’ personal clothing by using a colour coded bag system.  The Facility Services staff is responsible for sorting the linen and for delivering clean linen to the Resident Home Areas. 
If your family wishes to do your laundry at their home, then please advise the nursing staff.  A hamper should then be provided for the soiled laundry and then picked up by your family on a regular basis.

Lost and Found Clothing
If an article of clothing is lost, please notify the registered staff and they will complete a Missing/Lost Item form. The form will be sent to the laundry and they will search for the missing item. If the item is not located in the laundry the registered staff will be notified and a search of the residents’ closets will be done to see if the article may have been returned to the wrong location.

The maintenance department has a comprehensive maintenance program that is aimed at providing a comfortable, secure and safe environment. Do not hesitate to bring any concerns forward to the Facility Services Supervisor.

Resident Furnishings/Electrical Appliances/ Pictures/ Mirrors/Wall Hangings
Another responsibility of maintenance staff is to inspect all resident furnishings and electrical appliances, such as televisions, radios and lamps, prior to placement in your room and to assist in the installation of pictures, mirror, wall hangings, etc.

Electrical Items not permitted are:

  • Refrigerators of any type or size
  • Humidifiers
  • Cooking equipment
  • Heating blankets
  • Kettles
  • Microwaves

Maintenance staff must be informed when any furnishings or appliances are brought into the Centre to ensure they meet legislative requirements.                                               

The layout of your room needs to ensure the safety of the residents and staff. If there are safety concerns, items may need to be relocated or removed.

Any televisions, radios and lamps will be inspected twice a year by the Maintenance staff to ensure that they are safe.  Repairs to personal belongings are your responsibility or your family member.

Foot Care Services

Regular foot care clinics are arranged by the Centre.  Foot care service is provided by a registered Chiropodist/Podiatrist.  OHIP pays a portion of the fee for services and the remaining portion is your responsibility. Payment should be mailed directly to the provider of the service.

Hairdressing Services

Our hair salon located on the 1st floor, provides a wide range of hair care services for both men and women.  Residents may schedule appointments by calling 905-791-2449 Ext. 2313.  All services provided by the hair salon will be deducted from your trust account.

Mail Services

Your personal mail will be delivered to your room on a daily basis.  A “mail box” is located at the Business Office for your outgoing mail. You can also buy Canadian, U.S. and International stamps from the Business Office.

Meals and Nutrition Services

We offer a pleasurable, unhurried and social dining atmosphere.  Breakfast, lunch and dinner are served in the dining room located just around the corner from your room.  We understand that not everyone likes to have breakfast early in the morning, so we offer a continental breakfast for the late risers.  In addition, we offer snacks in between meals and refer to them as our Mid-morning Quencher, Afternoon High Tea and Night Cap.

Our three week menu cycle is based on the Eating Well with Canada’s Food Guide.  To meet individual dietary needs we offer regular and therapeutic diets with planned alternative menu choices for beverages, entrees, vegetables and desserts.  We also schedule men theme days to acknowledge traditional holidays, cultural themes and other special occasions.

We have large posted daily menus as well as seven days advance posting of the menus for the week in the dining room.  The final stage of meal preparation occurs in your dining room servery to allow you to have a visual and sensory experience of the meals being served.  We also provide sample food plates to assist in your selection of the meal.

Our resident-centered professional staff includes the Supervisor of Dietary Services who is a Registered Dietician, certified cooks and dietary aides.  We also have a Clinical Die titian who will maintain the nutrition programs to ensure that residents receive their appropriate diets and nutrition interventions.

Comment Cards are available in the dining rooms for prompt reporting of concerns and accolades.  We also schedule regular resident Dining Services meetings and conduct resident meal service satisfaction surveys.  We look forward to receiving your feedback

Guests for a Meal
Your family members and friends are always welcomed to join you during meals. Meal tickets can be purchased from the Business Office.  Visitors are asked to notify and present their meal ticket to dietary staff in your dining room by 10:30 a.m. for lunch and by 2:30 p.m. for dinner. Visitors will be seated in the dining room with the resident they are visiting if they can be accommodated.

For a large resident family gathering, please contact the Business Office to enquiry about other rooms that can be booked.

Bringing Food into the Center
You, like many of our residents, may be on special diets as prescribed by the physician and a small variance in the extra food and drinks taken may disrupt their treatment plan.  Family members and friends can bring food and/or beverages for you but are asked to check with the registered staff. 

Food brought into the Centre from outside for your personal consumption must be dated, stored and consumed at the earliest opportunity.  Food items can be stored in the refrigerator in the Recreation Room.  You must be competent and physically capable to access and reheat foods.  For residents that are dependent on meal assistance, family members must be present while the food is consumed.  Staff are not permitted to reheat any food brought into the Centre.

The Centre does not assume responsibility for foods brought in and will discard food when spoiled and perishable foods within 48 hours.

The sharing of food to other residents is not supported as we want to ensure that all residents remain safe and receives food according to their prescribed diets.  Your cooperation is sought in helping to ensure a safe environment for all residents.

Medical Director and Attending Physicians

Tall Pines Medical Director oversees the Centre’s medical services and requirements.  Your medical services are provided by the Medical Director and/or the Centre’s attending physicians. The Medical Director keeps abreast of current geriatric medical information and treatments and supports and participates in qualify of life programs. 


Medications/Treatments and Pharmacy Services
Medications and/or treatments are prescribed by a physician and are administrated by a Registered Nurse or Registered Practical Nurse.  Any medication not covered by the Ontario Drug Benefit Plan will be invoiced directly to you and payment can be made directly to the pharmacy by mail.

No medication of any kind may be brought to you and left in your room.

Health and Herbal RemediesMedic
ations are prescribed by the doctor and are administered by the registered staff.  If you are on any health or herbal remedies or are using any over-the-counter medications, please inform your attending physician and the registered staff.  All new medications including vitamins and over-the-counter medications must be approved by the attending physician and be provided from the Centre's pharmacy.  This also provides us the opportunity to advise you of any potential adverse drug interaction.

Alternative Treatmen
tThe physicians and the staff of the Centre are supportive of the residents’ choices with respect to the care of the residents as expressed by the resident or when appropriate their substitute decision maker. If you are using treatment other than traditional please inform your physician and our staff so we can assist you to co-ordinate the care plan.

Nursing and Personal Care Services

The Directors of Care, assisted by the Registered Nurses and Registered Practical Nurses, are responsible for co-ordinating, implementing and evaluating the nursing care. The Director of Care of each Resident Home Area will share information on how each area functions.  She is also available to meet with you or your family to discuss any specific concerns which may require changes to meet your expectations. Open communication is essential to ensure that residents’ needs are met.

Advanced Care Planning
When a resident is too ill to make decisions, family or substitute decision makers must make decisions on their behalf.  These decisions are often fraught with guilt or conflict and can be very difficult to make at a time of crisis.  Advanced Care Planning is about you making choices now about how you wish to be cared for in future when perhaps you will not be capable.  It is also about giving someone you trust the information and authority to act on your wishes for you.  Any direction you have given can be altered later if your wishes change. 

Upon your admission, members of our Centre’s care giving team will help you and your family to understand the options.

Care Planning
When you arrived at Tall Pines, a nursing and medical assessment is conducted.  With input from you and/or your family, a plan of care is then developed.  This plan of care is individualized and is representative of your current health care status.

Within the first six weeks after admission, a Care Conference is held.  This conference is an excellent opportunity to share information in an informal setting with representatives from all our departments who are involved with your care.  You may invite your family to attend the conference as well.  We encourage you to bring any concerns you may have promptly to the registered staff, so it may be resolved in a timely manner.

The plan of care will be reassessed at the conference and other issues related to your needs and wishes will be discussed. Subsequent conferences are held annually and offer an opportunity for all parties to community and maintain a consistent approach to care and a high quality of life for you

Medical Appointments
If you have an external doctor’s clinic or appointment, you will need to have a family member or friend accompany you.  You are responsible for arranging and paying for any transportation that you required.

Private Duty Nurse/Aide
All requests for private duty personnel should be discussed with the Director of Care.  The cost of such a service will be your responsibility.  Our staff will be happy to provide you with a list of agencies which can assist with providing skilled private duty caregivers.

Please note: Tall Pines staff are not permitted to work privately for you.

Palliative Care Program

Palliative care is supportive rather than curative in nature, with a focus on comfort.
It is provided through a collaborative approach in partnership with the Centre Care Team and the family. It is driven by the individual needs of the resident and his/her family and/or significant other. The resident and/or the substitute decision maker are the best judge for directing the care.

Restorative/Rehabilitation Services

Restorative and rehabilitation services are available through the physiotherapy team, rehabilitation assistant and occupational therapists as required.  Residents are assessed by a therapist and an individualized treatment plan is developed.  Programs foster independence in mobility, dining, dressing, communication and other activities of daily living to maximize and maintain the highest level of functionability.  Our Central Therapy Room is located on the 1st floor.  Limited coverage of these services is provided by OHIP.

Social Work Services

The professional services of our social worker is available to all residents and/or family members to access such services as:

  • Support at time of admission
  • Support with adjustment and coping issues
  • Ongoing counselling/support/advocacy
  • Facilitate support groups as needed
  • Provide referrals to outside agencies as needed

Spiritual Care

We offer a range of multi-faith, spiritual and personal services through our Chaplain, local clergy and faith group representatives.

Vision Care Services

An appointment with an optometrist will be arranged for any resident requiring care.  The cost of these visits may be covered by OHIP.

NOTE: Resident/family is responsible for any eyeglasses and must ensure the eyeglasses are marked for identification purposes.  If they are not marked before admission to Tall Pines, our staff will be happy to offer you information as to where this task can be performed.  Professional marking is recommended.


Volunteers play an invaluable role in enriching the lives of all residents. We provide opportunities for people to make a difference in the lives of the residents at Tall Pines Long Term Care Centre. They work with the staff team to assist in providing many social and recreational programs, friendly visiting, palliative care visiting, meal assistance, support in cultural and spiritual observances and other rewarding opportunities. In addition, volunteers can take on special projects in fundraising to help improve the quality of life for our residents.

We welcome family and friends of residents as volunteers. A Volunteer Package is available at Reception or you may speak to the Coordinator of Social Work and Volunteers if you are interested in learning more about volunteer opportunities.

“Friends of Tall Pines”
The Friends of Tall Pines is a volunteer group that has been established to promote an enhanced quality of life for residents at Tall Pines. This volunteer group will champion our long term care services, act as ambassadors for Tall Pines, offer various social events, operate the Countryside General Store at the Centre, organize fundraising events and help the Centre to integrate in the North Brampton community. For further information please contact our Coordinator of Social Work and Volunteers

Countryside General Store
Our general store is operated by our Friends of Tall Pines. It is open to provide residents and visitors the opportunity and convenience of purchasing small items in-house.

Revised: Tuesday July 27 2010

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