priority iconOUR PRIORITY: Creating a More Seamless and Coordinated Healthcare Experience

  • Expand and improve upon streamlined, coordinated access to services across the continuum of care
  • Strengthen and maximize the current quality & capacity of community services
  • Remove barriers for people waiting for an Alternate Level of Care
  • Improve care for seniors through implementing key recommendations of the Provincial Seniors Strategy
  • Improve the quality and safety of care in Long-Term Care Homes

How Does this Benefit You?

Read Abdul's Story:


  • Abdul was a 55 year old male living with his mother who was no longer able to take care of herself as she had developed dementia. Abdul has had to quit his full-time job and find part-time work so that he can have time to take care of his mother. Abdul’s mother became ill with pneumonia and was admitted to the local hospital where she had to stay because Abdul was unable to provide the level of care she needed in their home. 
 Abdul's story then icon


  • Through a hospital referral to the Community Care Access Centre, Abdul’s mother was assigned a Care Coordinator and she was assessed and approved for in-home personal support worker services.  Following the approval for service, Abdul’s mother was able to leave the hospital and have a support worker help her right away in her home.
  • The Care Coordinator was able to use an online tool to book services to ensure that Abdul’s mother could have meals delivered to her home, friendly visits and home help, transportation to medical appointments and registration for community Alzheimer and dementia programming. The Care Coordinator was also able to refer Abdul to a respite bed if he needs a break in the future. 
  • With his mother now receiving care in the home, Abdul was able to increase the hours he works and take some time for himself. 
Abdul's story now icon

More Improvements to Coordinated Care

Centralized access to respite care through the  Waterloo Wellington CCAC and expansion of  the program to operate 7 days a week.  296 more long-term care beds across Waterloo Wellington.  MORE THAN 60,000  people will access information  and services through the new “Here 24/7” each year.



  • Kelly was a 71-year-old single female living with diabetes and dementia. 
  • Kelly didn’t have a primary care provider and she frequently had to visit the Emergency Department because of diabetes complications as she didn’t remember to take her medication.
Graphic representing Kelly's situation then.


  • Through the Emergency Department and the Health Links initiative, Kelly was identified as a high needs resident who required wrap around care to manage her complex conditions. 
  • Health Links and the Health Care Connect Program then connected her with a physician in her area.  
  • The emergency department staff also referred Kelly to a local diabetes education program where she is learning how to better manage her diabetes. Health Links partners also ensure she has the appropriate wrap-around care from various types of providers, including a personal support worker who supports Kelly on a daily basis to make sure she is appropriately managing her conditions. 
  • Kelly has not had any diabetes complications for the last year and hasn’t been to the Emergency Department since she was referred to the education program.
Graphic representing Kelly's situation now.