People Focused = Quality Care is our commitment that the people who live in our Homes and the people who care for them are treated as one team.

Residents, families and team members form a person-centred team at Primacare Homes. Together we work to create cozy Homes filled with warmth, connection and a true sense of belonging. Homes where people are engaged and nurtured by team members whose hearts and skills are focused on the well-being of the people who live there.

We accomplish this by hiring great people and providing them with excellent training, inspiring leadership and the tools they need to deliver compassionate, person-centred care. Our approach continues to evolve through ongoing learning, proven care practices and programs such as The Albert Journey, helping our teams create meaningful experiences that support each resident’s individual needs and well-being. It also takes diligence, focus and good old-fashioned hard work to ensure our residents, families and team members always feel engaged, connected and cared for.

Our approach is about bringing humanity and compassion into every aspect of care. Within minutes of visiting one of our Homes, people can see residents and team members thriving in a nurturing environment where those living and working together are connected, supported and truly feel like family.

This is what People Focused = Quality Care means to us.

Primacare Living Solutions is a family-run, privately owned long-term care provider based in Toronto, Ontario, Canada. We operate three Long-Term Care Homes across the province: Burton Manor in Brampton, Henley House in St. Catharines and Henley Place in London.

We believe in one simple equation: People Focused = Quality Care. That means caring for the whole person, supporting their physical needs, emotional well-being and dignity, while helping each resident live life in a way that is meaningful to them.

Each Home is operated to high professional and ethical standards and has achieved accreditation from CARF International. In addition, all three Primacare Homes participate in the Registered Nurses’ Association of Ontario (RNAO) Best Practice Spotlight Organization (BPSO) program, reflecting our commitment to evidence-based practices and continuous quality improvement.

Our commitment to person-centred care also extends to residents living with dementia through The Albert Journey, Primacare’s evolving approach to providing meaningful, individualized dementia care focused on the person beyond the diagnosis.

Beyond our own Homes, Primacare provides management and consulting services to long-term care, retirement and seniors’ housing operators across Ontario, helping organizations strengthen quality standards, navigate regulatory requirements and remain focused on what matters most: the people they serve.

Long-Term Care (LTC) Homes are for adults and seniors who require 24-hour nursing and personal care, assistance with activities of daily living, or on-site supervision and monitoring to support their safety and well-being.

LTC Homes offer a higher level of care and support services than retirement residences, including access to nursing and personal care. They are licensed, regulated and inspected by Ontario’s Ministry of Long-Term Care under the Fixing Long-Term Care Act, 2021.

The Ontario government covers the costs of nursing and personal care, while residents contribute toward accommodation costs. Residents who cannot afford the basic accommodation rate may be eligible for financial assistance. For more information, visit Long-Term Care Costs and Financial Assistance.

Applications and admissions to long-term care Homes are coordinated by Ontario Health atHome. A care coordinator can help determine eligibility, explain available options, help you select Homes that meet your needs and guide residents and families through the application and admission process.

Once you have made the decision that long-term care may be the right option for you or someone you love, visiting and comparing Homes in your community is highly recommended. Ontario Health atHome also recommends visiting the Homes you are considering before applying.

Applications and wait lists for long-term care in Ontario are managed by Ontario Health atHome, the provincial organization that replaced the former Home and Community Care Support Services. You cannot apply directly to a Home.

Here is how the process works:

1. Contact Ontario Health atHome. Call 310-2222 (no area code needed) or visit https://www.ontariohealthathome.ca/long-term-care/
2. You are assigned a care coordinator. They will assess whether long-term care is the right level of care and confirm eligibility.
3. Choose your Homes. You may select up to five Homes, in order of preference. We encourage you to tour them first, including ours.
4. Your application is submitted to the Homes you selected, and each Home reviews it.
5. You are placed on the wait list for each Home that accepts your application.

To be eligible for long-term care in Ontario you must be 18 or older, have a valid Ontario health card, and have care needs that cannot be safely met at home with available community support.

If you are considering Burton Manor, Henley House or Henley Place, please contact us.  We are happy to arrange a tour and answer your questions at any point in the process.

Yes. Most Long-Term Care Homes in Ontario have wait lists, and wait times vary widely.

How long you wait depends on several things: which Home you choose, the type of room you request (basic rooms generally have longer waits than private rooms), and your priority category. Ontario Health atHome assigns every applicant a category based on urgency of need, so someone in crisis is placed ahead of someone who can safely wait at home.

Your care coordinator manages the wait lists and is the best source for current estimates for the specific Homes you are considering.

A few things worth knowing:

• You keep your place on the list while you wait at home or in hospital.
• You may be offered a basic room first and request a move to a private room later.
• You can update your Home choices at any time by contacting your care coordinator.

If you would like to talk through where a Primacare Home might fit into your plans, please contact us.

Primacare Homes are designed with unique neighbourhoods named after local parks that function as a small community. We are pleased to offer both private and basic (shared, two residents per room) accommodation. Couples can live together in a shared room.

Primacare Homes have uniquely designed and programmed dementia care areas based on the internationally acclaimed Butterfly Model of Care. Each Butterfly Home Area is designed specifically to enable human, dignified care in an engaging, person-centred approach. This innovative approach to care ensures “Feelings Matter Most”, resulting in the best lived experience for our residents and their families.

The Ministry of Long-Term Care sets the rates for room accommodation across the Province of Ontario. Rates are consistent across all Homes and governed by provincial legislation.

If you cannot afford the basic accommodation rate, you may qualify for the Ministry of Long-Term Care’s Rate Reduction Program, which reduces the amount you pay based on your income.

A few important points:

• The Rate Reduction Program applies to basic (shared) accommodation only. Semi-private and private rooms are not subsidized.
• You apply through the Home, not through Ontario Health atHome. Our team will walk you through it.
• You will need your most recent Notice of Assessment from the Canada Revenue Agency (CRA). If you did not file a return, other proof of income can be used.
• The reduction must be re-applied for every year.

If you have questions, speak with the Administrator at the Home you are considering, or contact us.

Yes, and we encourage it. A room should feel like home. Families are encouraged to bring pictures and personal items that make the room feel like home for the resident. A memory box is provided for each resident at the entrance to the room, and residents are encouraged to add unique items about themselves here.

A few practical notes:

• A hospital bed is provided for every resident.
• Residents can bring their own furniture as long as the bed is still easily accessible in case of emergency and the amount of furniture does not pose a safety risk to the resident or roommate.
• Appliances such as small refrigerators and kettles are not permitted, for safety reasons.
• Please label personal belongings, and speak with the Home before bringing larger or electrical items so we can confirm they are safe and will fit.

If you are not sure whether something is allowed, just ask. We would rather answer the question than have you leave something meaningful at home.

Primacare has a No Smoking and No Vaping policy across all our Homes. This includes a 9-metre zone outside all Home entrances, as required under Ontario’s Smoke-Free Ontario Act, 2017.  Residents who choose to smoke or vape may do so only in designated outdoor areas, and only if they are able to do so independently and safely.

A Residents’ Council is a formal group of residents who meet to discuss and act on the issues that affect the Home where they live. Every Ontario long-term care home is required by law to have one, and every resident is automatically a member.

Each Council elects an Executive from among its members — President, Vice President, Secretary and Treasurer — who represent the residents of their Home and bring recommendations, concerns and questions directly to the Administrator. Minutes are documented and posted so every resident can read them.

Under the Fixing Long-Term Care Act, 2021, the Home must respond in writing within 10 days to any advice or recommendations the Residents’ Council brings forward. The Administrator is also required to consult the Council on matters including the Home’s operations, budget and planned improvements.

Some things are set by provincial regulation and cannot be changed by a Home. Everything else is genuinely on the table. Residents’ Council members sit on many of our Home committees and teams, and their contribution shapes daily life in real ways.

Each Home appoints a staff liaison to support and assist the Council whenever the Council wants that support.

A Family Council is an independent, self-led group of family members and close friends of residents who come together to support one another, share experiences and advocate on behalf of the people they love.

Each of our Homes has an active Family Council. It is democratic and self-determining — members set their own agenda, and the Home is not a member of the Council. A staff liaison is appointed to support the Council whenever it wants that support, and under the Fixing Long-Term Care Act, 2021 a Home must help families establish a Council if one is requested.

As with Residents’ Council, the Home must respond in writing within 10 days to any advice or recommendations a Family Council brings forward, and the Administrator must consult the Council on matters affecting the Home, including budget, quality and planned improvements.

Our Family Councils also organize educational workshops for families, team members and residents, and provide mutual support, empowerment and advocacy.

Every Family Council shares the same purpose, but each one is different, shaped by its members, its residents and its Home. If you would like to get involved, please speak with the Administrator at your Home.

We would always rather hear from you than have you stay silent. Raising a concern is a right, not an imposition, and no resident, family member or team member will ever face negative consequences for doing so.

Start with the Home. Speak with any team member, the department manager, or the Administrator. Every Primacare Home has a written complaints procedure posted on-site, and you can request a copy at any time.

If you would prefer to go outside the Home, or you are not satisfied with our response, you can contact:

• Ministry of Long-Term Care — Long-Term Care Family Support and Action Line: 1-866-434-0144, 8:30 a.m. to 7:00 p.m., seven days a week
• Patient Ombudsman: 1-888-321-0339 or patientombudsman.ca

We ask one thing of everyone involved: that conversations stay respectful. We welcome hard, honest feedback, but abusive behaviour toward residents or team members is not tolerated.

Every person living in an Ontario long-term care home has rights protected by law. The Residents’ Bill of Rights in the Fixing Long-Term Care Act, 2021 sets out rights covering dignity and respect, quality care, privacy, personal decision-making, freedom from abuse and neglect, participation in your own care plan, and the right to raise concerns without fear of consequence. The Residents’ Bill of Rights is posted in every Primacare Home. You can read the full Residents’ Bill of Rights on Ontario.ca. If you ever feel your rights are not being respected, please speak with the Administrator at your Home, or see our complaints process above.

Yes. Family and friends are part of what makes a Home a home, and visitors are welcome.

Each Home has visiting guidelines that balance a warm, open door with residents’ rest, privacy and safety. Guidelines can change during an outbreak, in line with public health direction and Ministry requirements. Please check with your Home for current guidance.

If you are visiting for the first time, or bringing children or a pet, let the Home know in advance and we will make sure everything is ready.

The honest answer is to visit. Each Home has its own character, and families often know within just a few minutes which one feels right.

• Burton Manor — Brampton
• Henley House — St. Catharines
• Henley Place — London

Our guide on how to choose a Home walks through what to look for and what to ask on a tour, including questions worth asking any provider, not just us.

Book a visit and we will show you around.

We are always looking for people who want to do this work well. Our team members are the reason People Focused = Quality Care means anything at all.

• See current openings on our Employment Opportunities page.
• Interested in volunteering? Visit our Volunteer page.
• You can also learn about the training and development we invest in through the Primacare People Institute.