Family Resources

Reporting Concerns

Senior Leadership and Management are accountable for ensuring the day-to-day operations of Glen Haven Manor are conducted in a safe and professional manner. Concerns may be communicated verbally to any Manager. Individuals may be requested to provide a written statement of concern to the Administrator. Glen Haven Manor demonstrates responsiveness to resident, family, visitor and community concerns by outlining a policy for receiving and processing concerns.

Visitor Conduct

At Glen Haven, we ask all visitors to uphold a respectful and considerate standard of behavior to help maintain a safe, comfortable, and welcoming environment for residents, staff, and fellow visitors. To support this, we kindly ask that all visitors:

• Demonstrate Respectful Conduct: Treat all residents, staff, and other visitors with courtesy and respect. Any form of abuse—verbal, physical, emotional, or sexual—such as yelling, threatening, or making inappropriate or humiliating remarks, will not be tolerated.
• Support Health and Safety Protocols: Visitors are expected to follow all health and safety measures in place to maintain a hazard-free and secure environment for everyone in our care.
• Follow Visiting Guidelines: At times, certain guidelines may be introduced to protect the health, safety, or comfort of our residents and staff. Compliance with these measures is required to continue visitation privileges.
• Avoid Disruptive Behavior: This is a home for many people. Visitors are asked to help maintain a peaceful and respectful atmosphere. Disruptive or inappropriate behavior may result in limitations or restrictions on visitation.

Communication

At Glen Haven, we are committed to open, transparent communication with our residents and their families. We believe that high-quality care is built on strong partnerships and ongoing dialogue between our care team and the people we serve. Ensuring that families and residents have the information they need to make informed decisions is a key part of our approach.

We offer several ways to stay connected and informed:

• Public Information Kiosks and Bulletin Boards: Located at the main entrance, our kiosks provide useful information such as daily menus and room assignments. In addition, bulletin boards throughout the home share general updates, including recreation schedules and other important notices.
• Facebook: Stay up to date with day-to-day happenings by following us on Facebook at Glen Haven Manor. Our Recreation team regularly posts photos and updates about the events and activities residents are enjoying.
• Care-Q Mass Communication System: We use Care-Q, a mass communication platform, to quickly share important updates and emergency information. Upon admission, the contact details of the substitute decision-maker are added to this system to ensure timely communication.

Information Booklets

Long-Term Care Resources

Protection for Persons in Care Resources