How it starts

The CLSC home care process begins with a request — either made by the person needing care, a family member, a physician, or a hospital discharge team.

To start, you can:

• Call your local CLSC — Find yours through 211 Québec (dial 2-1-1 or visit 211qc.ca)
• Call Info-Santé 811 — The nurse line can help triage and connect you with the right CLSC
• Ask your doctor — Physicians can make a referral directly
• Ask the hospital — If someone is being discharged and will need home care, the hospital social worker typically initiates the request

Step 1: Intake and screening

After the initial contact, a CLSC intake worker will conduct a brief telephone screening. This helps them understand the nature of the request and prioritize accordingly.

Be prepared to describe:

• The person's current situation and daily functioning
• What tasks are becoming difficult or unsafe
• What informal support (family, friends) is already in place
• Any recent health changes, hospitalizations, or diagnoses

Step 2: The home visit assessment

A CLSC health or social services professional — often a nurse, social worker, or occupational therapist — will visit the person's home to conduct a formal assessment.

The assessment evaluates the person's ability to perform daily activities, safety at home, cognitive function, and informal support network. In Quebec, assessors use standardized tools, including the SMAF (Système de mesure de l'autonomie fonctionnelle), to measure functional capacity across 29 areas.

The home visit typically lasts 60–90 minutes. Family members and caregivers are encouraged to be present and to speak openly about what they observe at home.

Step 3: The care plan

Based on the assessment, the CLSC develops a plan of services (plan de services). This document outlines:

• What services will be provided
• How often (frequency and duration)
• Who will deliver them (nurse, personal care worker, etc.)
• Any referrals to other professionals (physiotherapy, occupational therapy, etc.)

You should receive a copy of the care plan. If you disagree with any part of it, you have the right to discuss it with the care coordinator.

Step 4: Services begin

Once the care plan is in place, services are scheduled and begin. The timeline between assessment and first service varies, but urgent situations are typically prioritized.

A care coordinator (sometimes called an intervenante pivot) is assigned to your case. This is your main point of contact for questions, concerns, and requests.

Can I reassess?

Yes — at any time. If the situation changes, anyone can request a reassessment. You do not need to wait for the CLSC to initiate it.

A reassessment follows the same process: a home visit, a new evaluation, and a revised care plan. Families who document changes in daily function and safety are better positioned to explain why a reassessment is warranted.

What if I disagree with the outcome?

If you believe the assessment underestimates the person's needs, you can:

1. Discuss your concerns with the care coordinator
2. Request a formal review
3. Submit a complaint through the CLSC's complaint process
4. Escalate to the Protecteur du citoyen if needed

See the Appeals section of this Knowledge Centre for a complete guide.