Client Relations
Read the full Client Relations Policy (PDF)Download the Client Relations Form (PDF)
Casey House continually strives to enhance our overall quality of care and the experience for our clients, families and friends. Your feedback is very important.
Current opportunities to provide feedback at Casey House include:
1. Direct Communication – Casey House is committed to open, transparent and respectful communication and we encourage all clients, family members, supports, community providers and organizations to approach any staff / volunteer at Casey House to share their thoughts, opinions, suggestions, concerns or questions.
2. Residential Roundtable – Is a weekly facilitated meeting for all clients in the residence to identify immediate issues, concerns, requests, ideas and kudos regarding the care team, support staff, client community, visitors or the environment. The focus is on empowering clients to identify strategies and suggestions, problem solve and identify to whom and how this feedback is provided.
3. Satisfaction Surveys – Casey House mails out satisfaction surveys to gather feedback on services and the client experience to
all clients discharged from the Residential Program, all clients discharged from the Community Program, and families or supports of clients who have passed away at Casey House. These surveys are administered by a third party to ensure this feedback is anonymous to Casey House who only receive the combined feedback of many clients every three months.
4. Suggestion Box – A wooden box is located at the reception desk at 9 Huntley which allows for anonymous feedback to be provided to Casey House at anytime by anyone in the environment.
5. Community Advisory Committee – The Community Advisory Committee is an active committee at Casey House with PHA and Community Provider representatives. Feedback regarding services can be forwarded to this committee via its members for review and recommendations.
6. Complaint Process – Casey House will work to resolve any concern or complaint in a timely manner through a number of options:
i) Discussing the issue with the staff/volunteer member directly; this direct communication may allow for quick resolution of any issue to focus on your needs. If the issue is unresolved then the issue will be forwarded to the Manager/Supervisor/Coordinator for resolution.
ii) Contacting the Manager/Supervisor/Coordinator of the staff/volunteer directly involved: by phone at 416-962-7600 / by fax at 416-962-5147 / by email at clientrelations@caseyhouse.on.ca. Any complaint or concern that is forwarded to the Manager/Supervisor/Coordinator will involve:
• receiving and acknowledging the concern / complaint
• obtaining information from the complainant about their concern / complaint
• explaining the client feedback process (including the need for complainant confidentiality as circumstances prescribe) and identifying the next steps to the complainant
• assisting with coordination and communication of the client feedback process with the
staff, physicians, and management
• acting as an ongoing contact for the complainant, including updates to the resolution
process
• documentation of the process and outcome of the concern using this form (PDF)
iii) If resolution is not achieved with the Manager/Supervisor/Coordinator, the complaint/concern will be forwarded to the Chief Nursing Executive/Director of Clinical Programs for follow up. The complainant is also encouraged to contact the Chief Nursing Executive/Director of Clinical Programs directly by phone at 416 962 7600 ext 268 / by fax at 416 962 5147 / or by email at clientrelations@caseyhouse.on.ca .
Read the full Client Relations Policy (PDF)
Download the Client Relations Form (PDF)