Welcome to CapitalCare

On behalf of everyone who lives, works and volunteers here, it is my pleasure to welcome you to CapitalCare. We look forward to getting to know you, your family and your friends and supporting you to continue living your life in our care and comfort. At CapitalCare, we have been providing quality care and services for over 50 years. Our innovative models of care have earned us a reputation as leaders in continuing care. Our journey towards excellence continues today.

We are evolving from an institutional model of care to a more social model of living. Our goal is to help you feel at home. We are making changes to our buildings to make them more home-like. By living our values, we aim to help you experience the fullness of life that comes from being surrounded by people who treat you with dignity and kindness. We invite you and your loved ones to come on this journey with us, so that together we may become the community of people caring for people that we envision.


Aileen Wong
Chief Operating Officer



Vision: A community of continuing care excellence where people care for people

Mission: We provide person-centred care with dignity and kindness


  • Be Yourself
  • Be Present
  • Come from the Heart
  • Put People First
  • Empower Others
  • Act Responsibly
  • Work Together with Purpose
  • Balance Living with Safety
  • Grow and Learn

Organization Information

Organization news can be found on:

  • Updates are posted here on our website www.capitalcare.net
  • Facebook, Instagram, Twitter, YouTube.


Our Resident's Core Needs

At CapitalCare, we provide care with dignity and kindness. This means we will meet your care needs, get to know you as an individual and work hard to tailor what we do to best meet your individual needs and preferences. Some people who live with us are unable to communicate their needs and preferences, this is where we work closely with loved ones to make sure we are on the right track.

The care we give is guided by what we call Core Needs:

Care for Me: this need is met by providing the personal, mental, social, health and emotional care you need with dignity and kindness, being mindful of your comfort and need for reassurance.

Know Me:  we meet this need by getting to know you as a person, and honoring what we know about you when we give care. We ask that you assist us in getting to know you better by sharing your life-long habits, likes, dislikes and daily routines. We will be asking for your life story so that we get to know you better. We have a life story or information sheet for you to complete to help us with this goal.  

Let Me be Me:  we support this need by offering you choices, honoring your requests, and encouraging independence. We encourage you to bring items from home that will make your room look and feel like ‘home’. In your room you will have a single bed, small closet, bed side table.  You are welcome to bring items such as: small furniture, quilts, art work, and family pictures.  Also, please note: any electrical devices must be checked by CapitalCare Maintenance staff to ensure they meet the Canadian Safety Association (CSA) standards, are safe and in good repair.

Involve Me: we will ask for your opinion and ideas, and encourage you and your loved ones to be involved in the centre community.

Keep Me Connected:  staying connected with your loved ones, and building connections with staff and other residents will help this feel like home. We will support this by encouraging friends and family to become involved in the centre community, supporting you to meet other residents and be your sounding board should you need someone to talk to.

Help Me Have Meaning: Even if this move to our centre is planned, it is still a move and therefore can be stressful. We will honor the feelings you may be having about this move, and do our best to support you as you settle in.  As part of this we will show you and your family around the centre community and are happy to answer any questions you may have. Learning what is meaningful to you is important to us. We will work hard to help you experience the ‘little things’ that make life enjoyable.

Your Care Team

Your care team will provide person-centred care & services to help you experience the best quality of life possible.

You and your family members are important members of the team; you are partners in the decisions that are made involving your care.

Your care team may include nursing staff (health care aides, RNs, LPNs) other team members (OT, PT, RT, Dietican, Social Worker, Pharmacist, Spiritual care staff, etc. and your doctor.  

There are also important members of the team who may not be directly involved in your care but contribute to your well-being. They are maintenance and environmental services staff, food service staff, unit clerks, business office and clerical staff.

Each centre has a Centre Director who is responsible for the centre and each neighborhood has a care manager, who coordinates your care.


Volunteers are a vital part of CapitalCare. They help residents maintain their independence and enhance quality of life for our residents. Volunteers assist in many areas of the centres including recreation, spiritual care, and the gift shops. They provide companionship & receive Loving Spoonful training if assisting with meals & community outings.

CapitalCare provides ongoing support and training to volunteers and offers flexible day time and evening volunteer opportunities. If you are able to give the gift of time, visit www.capitalcare.net and click on Volunteers for more information, or see the Coordinator of Volunteer Services at the centre.

Your Care Manager will work in collaboration with one of our physicians to coordinate and your medical care. You can speak with the Registered Nurse or Licensed Practice Nurse if you would like to meet with the physician at the centre or call his/her clinic.


CapitalCare hosts students from various universities, colleges and programs. You may meet students who work with our care team as part of their educational experience.

Students are fully supervised and will be introduced to you if they play a role in your care.

Our staff and volunteers appreciate your gratitude, however, they cannot accept personal gifts from residents, families or any organization. If you wish to show your thanks, a personal note or a donation to the CapitalCare Foundation is appropriate and greatly appreciated.


Ways that we communicate with you and your family include:

  • Care conferences (initial, annual and special conferences)
  • In centre information (information bulletin board, wellness calendar, etc.)
  • Direct contact with centre and neighborhood staff
  • Notices distributed with resident billings
  • Resident/Family Councils
  • Resident/Family Information sessions
  • Centre and corporate emails

Communication with you, your family and care staff is essential to maintaining a collaborative and comprehensive approach to your goals of care.

The first eight weeks after move-in provides time for us to get to know you, perform assessments and develop a care plan in conjunction with you and/or your alternate decision maker(s). During this time, a care conference is held with you or your decision maker. The care conference provides a formal opportunity to ask questions, raise concerns and review your care plan. Residents who are their own decision makers may request that family attend this conference as well. 

The initial conference is attended by those team members involved in your care, and as requested by you and your family, including your doctor.  A resident or their legal representative can request a copy of their care plan.  Care conferences are held upon admission, annually, and as required under special circumstances (special conference). Special conferences may be held any time significant changes or questions arise.

When your care needs change, we will provide you with information about available options to assist you in your decision making.

Resident's Rights & Responsibilties

While you live at a CapitalCare centre you and your loved ones have the right to expect certain things from us. Residents and their decision maker and family also have responsibilities.

Residents have the right to form a resident and family council. This is a supportive group that works with management for positive change in the care centre. One of its main goals is to improve quality of life for residents.

Please remember that all of the residents in the centre have the same rights. Compromises must sometimes be made so that one person’s choices do not interfere with the rights of another person living at the centre.

Your rights and responsibilities include:

You have the right to: You have the responsibility to:
  • Be treated with respect in a courteous manner
  • Be informed of adverse events which may or may not impact your health or quality of life.
  • Have safe, quality care within the resources that are available.
  • Discuss concerns.
  • A comfortable, clean and safe environment.
  • Be free from restraints to the greatest extent possible.
  • Participate in social, religious and cultural activities.
  • You have the right to sexual expression & intimacy.
  • Leave and enter the centre as appropriate.
  • Access your personal health information.
  • Have visitors as you would have in the community.
  • You have the right to information policy.







  • Treat others (residents, staff, visitors and volunteers) with respect and courtesy.
  • Not abuse other residents, staff, visitors or volunteers.
  • Report any abuse.
  • Actively participate in your care and advise caregivers if you have concerns.
  • Pay bills when they are due.
  • Discuss concerns in a respectful manner using the Concerns Resolution Steps (see page 7).
  • Participate in keeping your surroundings safe.
  • Respect the privacy of others and keep their personal information confidential.
  • Pictures and videos of other people in the centre are not allowed without their consent.  
  • Inform staff of your religious or spiritual practice preferences and beliefs so that they can be supported.
  • Respect the religions and cultural beliefs of others.
  • Tell staff when leaving the centre and returning and take medication with you as necessary.
  • Consider all information carefully in order to make informed choices.
  • Inform staff of inaccuracies in personal health information.
  • Ensure your visitors behave appropriately and respect that you are living in a communal care setting.

Balancing Living with Safety

At CapitalCare independence and choice are balanced with potential risk to safety for residents and staff to achieve quality of life. It is the responsibility of staff, residents and their families to identify safety issues and keep CapitalCare centres safe places to live and work.

Safe and Respectful Community

CapitalCare is committed to:

  • Fostering a healthy, safe and caring environment for residents, staff, volunteers and all visitors.
  • Creating an atmosphere of trust, respect and dignity in all our relationships.
  • Protecting against disrespectful behavior, abuse, violence, discrimination and harassment.
  • Ensuring everyone follows relevant policies and legislation.

Disrespectful behavior incudes, but is not limited to:

  • Written or spoken comments and behaviors that are rude, degrading or offensive.
  • Jokes that are demeaning and result in embarrassment or insult
  • Bullying or shouting that demeans a person
  • Attempts to discredit a person by spreading false information about him or her.

Emergency Codes

CapitalCare’s main concern is to ensure the safety of residents, staff and visitors in the building during any emergency. All centres have fire sprinklers and fire safety plans with regular fire drills. During these drills, you may hear the fire alarm and messages over the loud speaker.  The centre also has plans in place to deal with other emergencies, designated as codes:

Code Red: Fire Related Emergency Code Blue: Cardiac Arrest
Code Yellow: Missing Person Code Black: Bomb Threat
Code Grey: Poor Outside Air Quality Code White: Violence/Agression
Code Orange: Mass Casualty Incident Code Purple: Hostage Incident
Code Green: Evacuation of All or Parts of the Centre Code Brown: Chemical Spills, Hazardous Materials

If you hear an emergency code that affects your area, the team will give you instructions and provide assistance. If you have an emergency or if you notice one in the centre, use the call bell located in each room to alert the team. In the case of a fire, pull the fire-pull station located at frequent intervals throughout the centre.

All residents/families are welcome to access each center’s emergency response manual and contingency plans.  Please ask the Care Manager, Dementia Care Coordinator or Registered Nurse for a copy.

Least Restraint Policy

A restraint is a device, medication or environment that limits or controls movement or behavior.  Physical restraints had been used to restrict the mobility of residents at risk of falling. Research has shown, however, that restraints are more likely to harm residents than protect them.

CapitalCare has a least restraint policy. This means that we will try all available alternatives before using a physical or medication restraint. A restraint may be needed in certain situations, such as if a resident becomes a danger to him or herself or others. CapitalCare is committed to safe and appropriate use of antipsychotic medications through regular reviews and reduction when appropriate. If a restraint is needed it will always be the least restrictive type of restraint and will be used for the shortest period possible. Residents and alternate decision makers or family members will be involved in discussions about restraints.

Some CapitalCare centres have secure supportive environments for residents who are at high risk of unsafe wandering from their unit/neighborhood. As you enter or exit, please ensure that residents who are leaving are accompanied by a staff or family member.

If your loved one lives on a secure neighborhood and no longer need this, a plan will be developed to support your loved one to move out of this neighborhood. The need for secure neighborhood will be reviewed with you annually and upon request.

Smoke Free Environment

CapitalCare promotes a tobacco and smoke-free work and living environment. Residents who use tobacco, smoke or use vapes and e-cigarettes are encouraged to participate in a tobacco/smoking cessation program. Support including the use of Nicotine Replacement Therapy (NRT) will be offered to residents. The use of non-medical cannabis, by any person is not permitted on CapitalCare property.

Staff Identification

Staff wear nametags with their name and position.  Staff will introduce themselves and explain what care or service they are providing.

Infection, Prevention & Control

Our goal is to prevent and control infections among our residents and staff. There are simple things you can do to substantially reduce the spread of germs and protect the health of everyone in our centres. 

Wash your hands when you arrive at the centre prior to visiting your loved one and frequently use the hand sanitizers provided throughout the centre. Residents should also wash their hands frequently or our staff will assist.

Please do not visit if you are feeling ill or have symptoms of vomiting, diarrhea or influenza (fever, cough, sore throat, generalized aches and pains).

In an event of an outbreak, you will be notified of an outbreak and the precaution measures.


We encourage you and your family receive a flu shot in the fall. All residents can receive their flu shot at their centre by a CapitalCare nurse or Public Health nurse in Supportive Living. Your family and friends can get their flu shots at their community pharmacies.

Protection for Persons in Care

Your safety and well-being is further protected by the Protection for Persons in Care Act (PPCA). It defines abuse as an act or omission that:

  • causes serious bodily harm
  • causes serious emotional harm
  • subjects the client to non-consensual sexual contact, activity or behavior
  • results in failing to provide adequate nutrition, adequate medical attention or another necessity of life without a valid consent, resulting in serious bodily harm
  • involves misappropriating money or other valuable possessions
  • results in the administration, withholding or prescribing of medication for an inappropriate purpose, resulting in serious bodily harm

Anyone who believes there is or has been abuse involving a resident must report it as soon as possible. Failure to report abuse is an offense. Service providers cannot take adverse action against people for reporting abuse and there is protection for people who comply with inquiries from a complaints officer.

To report abuse or for more information call 1.888.357.9339 or visit the web Centre: www.health.alberta.ca/services/protection-persons-care.html

Visiting Your Loved One

Families are encouraged to visit regularly and provide support to their loved one in care. Families are welcome at any time providing that the visit does not disturb others.  Most families visit between 8 am and 9 pm. There are living room areas available for visits with friends and family in addition to the resident’s room.

Following move-in there will be a period of adjustment for both you and your loved one. It is important to maintain regular contact to provide your loved one with reassurance and support. Here are some tips for making the most of visiting.

  • Make a routine with other family members and friends so that your loved one receives regular visits with a variety of people; this also helps you make time to visit.
  • Do activities that your loved one enjoys such as needlework, painting, gardening and going for walks; activities that can be done while sitting together include playing cards, reading, watching a movie, using a photo album to reminisce, playing a favorite game or listening to music.
  • Mealtime visits can improve food intake and make meals a more social experience for your loved one; if mealtime assistance is required, the care staff can show you how to assist your loved one.
  • Plan your visits around recreational activities and events.

Remember, the important thing is that you are spending time together. You don’t have to fill every moment with talk. Sitting quietly together and using touch are other ways of communicating. If visiting is emotionally difficult, or there if your family member is unsettled, you may find it helpful to have a friend or family member join you when you visit.

Assisting with Care

We encourage family involvement in care where it is safe and supportive for the residents. This could mean assisting your family member at meals, with dressing, or other care needs, as long as safe practices are observed.  If however, your loved one requires assistance with a mechanical lift or other equipment need, we would develop a plan for family involvement that maintains safety for all. It is important that you connect with the Care Manager regarding this type of involvement.

Supporting Residents with Dementia

Dementia involves the loss of memory, judgement, reasoning and social skills as well as changes in mood and behavior. It is caused by damage in the brain from disease such as Alzheimer’s disease, or vascular diseases (strokes).

Many families experience difficulty coping with the changes their loved one experiences as dementia progresses. If you would like more information about dementia, or the availability of support groups or other resources, please talk with your Care Manager/Dementia Care Coordinator or Social Worker.
 Staff receive specialized Dementia Care training called Gentle Persuasive Approaches that supports the care of persons with cognitive impairment.


Your feedback is important to us and we invite feedback to the Care Manager or team members at any time. You may receive surveys from Capitalcare or the Health Quality Council of Alberta regarding the care and services received at your centre. We encourage you to respond to these.

You may also complete the Resident & Family compliments, concerns or suggestions form.

If you have a concern about care or service we ask that you speak directly with those involved. If you are not satisfied, the next steps in the Concerns process are:

If a concern cannot be resolved by CapitalCare, the concern can be brought to Alberta Health Services Patient Concerns Office at 1.855.550.2555.  If you have completed the Concerns Resolution steps and still feel your concerns are not resolved, then the Ombudsman’s Office may be contacted at www.ombudsman.ab.ca or 780.427.6185.

Television, Cable & Internet Services

Televisions (TVs) are available in the centre common areas. If you would like a TV in your room, please check with the Care Manager/Dementia Care Coordinator regarding size guidelines before purchasing or bringing in a TV. There is a monthly charge for cable TV. You can arrange for this service through the business office at your centre.  Headsets or ear buds may be required to listen to TV or radio programs if others are disturbed by the noise.  

If you would like telephone or internet services in the resident room, please contact TELUS and/or SHAW. TELUS and/or SHAW will bill you or a family member or trustee directly for this service. There is limited WIFI throughout the centre and if you have a SHAW account you will be able to use a laptop or tablet.

Laundry Options

Laundry service is available at the centre for an additional charge. If you or your family select this option, it is important to note that due to the volume of laundry that is done on a daily basis, special care – such as hand washing of clothing items – is not possible.  All clothing must be labeled whether or not it is laundered at the centre. The centre will label your clothing for a nominal fee upon move in.  (Eg. clothing brought in after the move-in should be given to the care staff to ensure that all clothes have labels). All clothes need to have labels before they can be worn.

Medications (What residents pay for, How are medications managed, Natural Health Supplements)

Medications are provided by the CapitalCare pharmacy in specialized packaging to reduce medication errors. One of our pharmacists will review all of your drugs, including supplements and herbal products, for effectiveness interactions and appropriateness, while a member of the care staff will keep track of your medication and make sure that the right dose is given at the right time. Your pharmacist will make an effort to tailor your medications to best meet your needs and personal goals. To prevent drug interactions and duplicate treatments, please do not bring in any outside products, including over the counter items (e.g. Tylenol) and supplements. If questions or concerns arise regarding your medication therapy, please do not hesitate to ask, we are here to help.

In long term care, medications and supplements listed in the Continuing Care Formulary (a list of all drugs approved by Alberta Health Services) are provided to residents at no charge. If you are on a non-formulary medication or supplement that has been approved by your physician, you are responsible for the costs associated with this product, and will receive a monthly invoice. You may be able to submit your receipt/invoice to any insurance coverage that you have. CapitalCare does not direct bill insurance for non-formulary drugs for Long Term Care residents.

In supportive living, CapitalCare does direct bill insurance for medications. Residents are responsible to pay for any costs not covered by insurance.

Non-physician prescribed natural health products will not be supplied by the CapitalCare pharmacy or administered by CapitalCare staff. If a resident wishes to use these products, the resident or their spokesperson is required to inform the healthcare team of this choice and be responsible for supplying, administering and securely storing these products.

Cost for Supportive Living Residents

In Supportive Living residents or their financial representative is responsible for the costs of:

  • Bed and mattress,
  • Incontinence products,
  • Oxygen; and
  • Other care supplies.

Personal Equipment

Alberta Aids to Daily Living (AADL) is a cost share program that provides basic medical equipment and supplies for residents who have been assessed and approved. The equipment includes manual or power wheelchairs, wheelchair cushions, walking aids and support stockings. You will be asked to provide your private insurance provider’s information so that the Occupational Therapy team can assist with ordering equipment.  Equipment ordered and cost shared through AADL must be returned at the end of your stay at our centre.

If an upgraded item is requested, the resident is responsible for any additional cost. If custom or specific equipment not provided by the program is required, it must be purchased directly by the resident or requests can be made to other funding sources.

Low income residents may be exempt from cost sharing. Residents with low taxable income may apply to the program to qualify for exemption. The Social Worker or Occupational Therapist can provide an application form. 

Private Companions and Other Private Services

Some residents or families choose to hire a private service provider such as a paid companion or therapist.  If you wish to hire a private provider, we ask that you speak with the Care Manager. Private providers must follow CapitalCare policies and standards. CapitalCare wants to ensure that all treatment is coordinated and focused on the same goals.

CapitalCare has available a list of providers, which have met basic requirements.  The contract for services is between you and the person or company you hire.  You are to ensure that the person or company you are hiring has WCB coverage and the person has a current clear criminal record check. You are entirely responsible for the cost of these services.

Dental, Hearing, Vision and Foot Care Services

The need for these services will be identified and reviewed at your initial and annual care conferences.

There are approved services providers that may come into a CapitalCare centre.  See unit clerk for a list of service providers.

These services are not provided or funded by Alberta Health Services continuing care health services programs. Arrangements and payment for dental, hearing or vision care appointments and related transportation are your responsibility.

Residents are screened when they move in and reviewed at annual conferences to determine whether they require basic or advanced foot care. Basic care will be provided by the care team. You are responsible for costs of advanced foot care and related transportation costs.

Outside Appointments

It is your responsibility to make arrangements for your loved one to be accompanied to appointments outside the centre. Care staff or volunteers are not permitted to accompany residents on outside appointments.

Costs related to private companions or transportation to appointments are your responsibility.

If you need help finding a service, please contact the Care Manager or Dementia Care Coordinator.

The cost of non-emergency transportation is the responsibility of the resident or their decision maker. Examples of this would be the use of inter-hospital transport, DATS or taxis to attend appointments or social outings.

Hairdressing/Barber Services

Hair dressing and barber services are provided at the centres by a contract service provider. Residents are responsible for paying the hairdresser or barber directly or by payment from their trust account. Please check with the centre staff regarding the hairdresser/barber schedule or check our website on the centre page.

Personal Belongings

CapitalCare tries to make its centres as secure as possible and take care with your belongings. However when living in a communal environment things can go missing.

CapitalCare does not assume responsibility for any property brought by residents or family to CapitalCare premises including clothing, jewelry, money, toiletry articles, and furnishings. 

Items that have significant monetary or emotional value are best left with a trusted family member or friend. At some centres small valuables may be locked in a drawer beside the resident’s bedside. You may wish to carry personal property insurance for your belongings in your new home.

All glasses, hearing aids, dentures and prosthetics must be clearly labeled with your name upon move-in to a CapitalCare centre. If you require new dentures, please ask your denturist to engrave your name on the dentures.

If these items are not labeled, please see the Unit Clerk who can provide you with the names of community professionals who can permanently label your items for a fee.


Standards & Legislations

CapitalCare is committed to compliance with the standards set by government to ensure care and accommodations in our centres meet a high standard of quality. These standards and regulations include, but are not limited to:

  • Continuing Care Health Service Standards
  • Accommodation Standards
  • Public Health Standards
  • Occupational Health and Safety legislation audit
  • Municipal fire regulations

CapitalCare is audited by external auditors on a regular basis for compliance with the above standards and legislation.  Results will be posted in the centre.  If you would like more information about the standards or to view the Centre’s compliance reports, please speak to the Care Manager or Dementia Care Coordinator.

Health Information & FOIP

CapitalCare is a custodian of your health information under the Health Information Act and will properly handle health information and take reasonable steps to secure the health information in its custody or control.  If you wish to access your health information while living in a CapitalCare Centre the Care Manager or Dementia Care Coordinator will be able to assist you with this request.

Protecting Resident Privacy

Your privacy is important to us.  CapitalCare complies with the Freedom of Information and Protection of Privacy Act (FOIP) and the Health Information Act (HIA).  You direct what and how much is disclosed and to whom. If you would like to review your health record, please speak to the Registered Nurse or Care Manager or Dementia Care Coordinator.


How Can You Help

CapitalCare Foundation was incorporated in 1989 to support the goals and needs of CapitalCare through private philanthropy and giving of donors, community leaders, volunteers and friends. All projects the Foundation supports represent the needs of residents living at CapitalCare.

Did you know, people like you have deeply affected the lives of residents at CapitalCare just by providing financial support? From tables and chairs to renovated dining rooms to specialized beds and lifts, when you make a donation to CapitalCare Foundation you are changing lives. Forever.

CapitalCare is where residents LIVE. The Foundation strives to create a comfortable environment that helps residents to be comfortable by providing comforts of home. CapitalCare Foundation is a registered charity that raises needed funds that add to the quality of life of residents. We take over where government funding ends.

Funds raised support the following:

  • Recreation activities within the centres and outings for residents
  • Specialized equipment
  • Homelike furnishings
  • Education for staff
  • Spiritual Care
  • Music Therapy
  • Enhancements and projects at our centres contributing is easy with options to suit each individual.

Annual and Monthly Giving

This program allows you to make regular monthly, quarterly, semi-annual or annual donations to CapitalCare Foundation. Both online, mail in, or in person donations are accepted and can be done by credit card, automatic withdrawal, cheque or cash.

Planned Giving

Planned giving allows you to commit now and gift later. You can give special support to an existing or new program, or finance a specific project. Your planned gift contribution may be a onetime donation or a pledge. You may wish to make a gift of personal property, trust funds, annuities, life insurance policies, or name CapitalCare Foundation in your estate.

In Celebration and Memory Giving

Celebrating and honoring the life of a loved one for birthdays, anniversaries, and a special occasion or in memory is possible. A gift through CapitalCare Foundation will celebrate the life of a loved one and leave a legacy for residents and clients at CapitalCare centres. The In Celebration and Memory program provides donation pamphlets, family notifications and thank you cards for donors.