Policies & Rights

Cancellation Policy

Community Care City of Kawartha Lakes is committed to providing affordable, accessible and timely service to as many clients as possible. Last-minute cancellations, or “no-shows”, by an individual impede our ability to serve clients waiting for services.

The agency has cancellation policies for certain fee-based services where pre-registration has taken place, including Specialized Transportation, Volunteer Driver Transportation, Adult Day Program, In-Home Respite, Meals on Wheels and Diners Clubs.

Generally, the following cancellation policy applies:

There will be no charge to a client:

1. If a service is cancelled more than 24 hours in advance of the start of the booking or service;
2. If a client cancels a service at any time due to ill health, incapacity, hospitalization or bad weather;
3. If in the case of transportation provision, the hospital, doctor’s office or other service provider to whom the client was travelling cancels the appointment;
4. If the agency cancels the service for reasons such as inclement weather.

There will be a charge for part or all of the service cost applied:

1. If a service is cancelled with less than 24 hours notice and there is not a medical or weather-related reason;
2. If a client is not home at the time a home-based service is to be provided or a ride is scheduled for pick up;
3. If a client cancels the service “at the door” or is a “no-show” for pre-booked service.

Please check with the office to confirm the specific cancellation fee for the individual services.

Regular cancellations of three or more requests for service for no acceptable reason will result in a care plan review, including possible suspension of access to future fee-based service.

Clients’ co-operation in letting CCCKL know when a service that was booked is no longer needed is greatly appreciated.

For more information, contact Community Care at 705-324-7323.

Personal Health Information

Community Care City of Kawartha Lakes protects clients’ personal health information in compliance with all legislation and standard practices. Our policies and procedures are reviewed for compliance with the Personal Health Information Protection Act (PHIPA) and we implement information management practices that protect clients’ privacy. We collect and use clients’ personal health information in order to provide individuals with the best care possible. Clients will be made aware of the purposes of collection, use and disclosure of their personal health information. At any time, they may provide the agency with direction regarding disclosure.