FAQ

What is MyCareSteps?

MyCareSteps is a care coordination program designed to help people navigate health and social services more easily. The program connects participants with a dedicated nurse care coordinator who helps them organize their care, understand available services, and move through the healthcare system with greater confidence and support.

Who is the MyCareSteps program for?

MyCareSteps is designed for people who may need extra support navigating care. This may include individuals who:

Do not currently have a primary care provider
Have complex or ongoing health needs
Are transitioning between care settings (such as hospital to home)
Need help coordinating multiple services or appointments

The program focuses on people who would benefit from guidance and support in managing their care.

How does MyCareSteps work?

Participants are connected with a nurse care coordinator who works with them to understand their needs and goals. Together, they create a plan to help the participant access the right services at the right time.

The nurse care coordinator may help with:

Connecting to healthcare providers
Preparing for appointments and services
Navigating community and social supports
Supporting care transitions
Answering questions and providing available resources
Providing educational information about your health and care

How can someone join the program?

There are several ways someone may be referred to MyCareSteps:

A primary care provider may refer a patient
A hospital or healthcare team may make a referral
Individuals may be able to express interest directly

Interested participants can visit www.mycaresteps.ca, call 1-833-640-2215, email info@mycaresteps.ca, or ask your doctor for more information.

Is there a cost to participate?

No, there is no cost to participate.

What types of health needs or conditions might benefit from a care coordinator?

Care coordination can benefit everyone at different points in life.

Some people join MyCareSteps because they are managing ongoing or complex health needs and want help coordinating care across multiple providers. Others may simply need guidance finding and accessing the right health or community services.

Examples may include people who:

Do not currently have a family doctor or nurse practitioner and need help finding healthcare services
Are living with chronic or multiple health conditions, such as diabetes, heart disease, or COPD
Have mental health or substance use concerns alongside other health needs
Are recovering after a hospital stay and need help coordinating follow-up care
Need support accessing community, social, or home care services
Are navigating everyday situations such as balancing health and work, welcoming a new baby, or aging well while living independently

MyCareSteps supports people whose care involves multiple services or providers, as well as those who simply want help navigating available services and understanding what supports are available in their community.

Is MyCareSteps a replacement for a family doctor?

No. MyCareSteps does not replace a family doctor or primary care provider.

Instead, the program helps participants navigate the healthcare system and connect with appropriate services while supporting coordination between different providers involved in their care.

Can family members or caregivers access support through MyCareSteps?

Yes. Family members and caregivers can play an important role in helping someone manage their health and navigate services.

With the participant’s permission, caregivers or family members can be involved in conversations with the nurse care coordinator and may receive guidance on available health and community supports. This can be especially helpful when someone is assisting a loved one with appointments, services, or care decisions.

MyCareSteps recognizes the important role caregivers play and aims to support both individuals and the people helping care for them.

Is my personal health information protected?

Yes. Protecting participant privacy is a priority.

MyCareSteps follows all applicable health privacy regulations. Personal health information is handled securely and only shared with appropriate providers when necessary to support care coordination.

Who is involved in delivering the MyCareSteps program?

MyCareSteps is delivered through collaboration between Serefin Health, local health and community partners, and health system and evaluation partners. Together, these partners support care coordination, referrals, research, evaluation, and continuous improvement, with the shared goal of improving how people access, navigate, and connect with health care and community services.

FAQs

The MyCareSteps team acknowledges that Grey Bruce is located on the traditional territories of the Saugeen Ojibway Nation, including the Chippewas of Nawash Unceded First Nation and the Chippewas of Saugeen First Nation, and is home to Métis communities across the region.

We honour the enduring connection Indigenous peoples have to these lands and waters. As we strengthen continuity of care in rural communities, we commit to respect, partnership, and ongoing learning in support of reconciliation.

MyCareSTEPS is not a crisis or emergency service. If you or someone else is in immediate danger, call 911. If you are experiencing a mental health crisis, call or text 988, or go to your nearest emergency department.

We respectfully acknowledge the First Nations, Inuit, and Métis Peoples as the original and ongoing stewards of the lands and waters across Canada. We honour their enduring cultures, histories, and contributions, and are committed to reconciliation, respect, and equitable, person-centered care.

Frequently Asked Questions