RCM – Frequently Asked Questions

Who is eligible for the Remote Care Monitoring program?

General eligibility criteria:

• 60+ years of age
• Valid OHIP coverage
• Clinical Frailty Score of 5, 6, or 7
• Stable housing
• At least one community-based escalation point (e.g., caseworker, care coordinator, family member, friend) to support non-urgent concerns
• Diagnosed with 3 or more chronic conditions and
• Had an encounter with urgent/emergent care in the past month related to one of the chronic conditions (e.g., emergency department visit, urgent care clinic, paramedic response)
• Lives alone (if requesting OdysseyGO pendant for SOS/falls). Clients may live with caregivers if requesting devices for wandering or medication management

Device-Specific Considerations

SOS/Falls/GPS Locating Pendant (OdysseyGo) Pendant 

• Not suitable for individuals with cardiac implantation devices (e.g., pacemakers) due to cellular/magnetic interference.
• Other RCM devices are unaffected by such devices.

Medication Dispensing Device  

Best suited for clients whose non-compliance stems from forgetfulness. Additional criteria:

• Willingness and insight to take routine medications
• Ability to respond to prompts from the device (e.g., lights, alarms)
• Community escalation support for troubleshooting or wellness checks
• Not suitable for clients with a history of overdose
• Safe home environment (e.g., no pest infestations)
• Someone must be home to receive regular medication cartridge deliveries (every 1–4 weeks)
• Home must have safe, accessible entryways for delivery
• Medications must be assessed and approved by Toronto Grace Health Centre’s pharmacist

Note: The device cannot accommodate:

• As-needed medications
• Liquid medications
• Medications requiring special preparation (e.g., crushing)

Program Administration

The RCM program is operated by Toronto Grace Health Centre (TGHC) in collaboration with GRT Health, the program’s technology provider.

Referrals

Who can refer:
Healthcare professionals or formal service providers (e.g., hospitals, Ontario Health at Home, police services, community paramedics, primary care, etc.)

How to refer:
Submit the completed RCM referral form. Referrers will receive confirmation and eligibility updates from the RCM Intake Team. Medication dispensing referrals will also be reviewed by TGHC pharmacists.

What happens after referral submission?

• Confirmation of referral submission is sent automatically.
• Intake team reviews client eligibility.
• For medication devices, pharmacists confirm suitability.
• RCM team may follow up with referrers for clarification.
• If eligible, RCM team will contact the client/family to schedule set-up.

Is there a cost to the client?

• Devices are provided at no cost to the client.
• Medication costs are the client’s responsibility, though they may be covered under the Ontario Drug Plan or third-party insurance.

Program Duration

• 1-year max length of stay
• Clients are discharged if any of the following occur:
  • Long-term care (LTC) admission
  • Move to a facility that offers similar services (e.g., retirement home, assisted living with medication or emergency support)
  • Technology no longer aligns with client’s cognitive or physical abilities
  • Client opts out or becomes disengaged
  • Persistent connectivity issues (e.g., poor cellular service)
  • Inactivity (no meaningful contact for 3 months)
  • Extended hospitalization:
    • 3 weeks (general)
    • 1 month (for medication dispensing)
  • Client relocates to a facility outside TGHC’s service area
  • Client is deceased

At Discharge

The client’s circle of care will be notified. Clients may choose to continue services privately (for a fee) and are eligible for re-referral pending reassessment.

Device Return
Clients must contact us at general line (647) 660-8233 or rcmteam@torontograce.org to proceed with device return. RCM will supply all clients with a return package, once confirmed.

Ambulance Services
If emergency medical services are activated via the Call Centre and ambulance transport is required, clients are responsible for associated costs.

Alert Management
Alerts are routed to the 24/7 Remote Care Monitoring Call Centre and, where applicable, to informal supports (e.g., family).

• Call Centre staff triage alerts to distinguish emergencies from false alarms.
• Alerts do not go directly to 911 — responses are based on pre-established client protocols.

Who provides support for non-English speaking clients?

The RCM program offers interpretation services for our multi-linguistic communities. Please contact our team at 647-660-8233 or via email at rcmteam@torontograce.org for further information.