Community Mental Health
We believe that a positive care experience happens through good communication, mutual respect, and true partnership between clients, families, caregivers, and staff.
We care about your experience and welcome you to share your concerns, comments, suggestions, or compliments. Constructive feedback is welcome at any level of the organization.
Process for raising a concern
Step 1: Where possible, we recommend first speaking with GH-CCMH staff. Many concerns can be resolved at the time they arise through regular discussion with your service provider.
Step 2: If the issue remains unresolved, the matter should be escalated to the service manager responsible for the clinical area involved. This information can be provided by your service provider, the receptionist at each site or by calling 416-924-1164.
Step 3: If Step 2 does not allow for a satisfactory resolution, a client, family member or concerned individual can file a written concern by email or through mail to either of our sites.
Step 4: The Senior Manager, Quality, Analytics, Risk and Health Information will acknowledge the receipt of the concern to the individual who shared it within 10 days and begin the investigation process as required. This may require the manager to meet directly with the individual sharing the concern to collect further information. Where the investigation is ongoing, an update will be provided after 30 days.