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Canadian Mental Health Association, Kenora Branch

Program Policies and Procedures

Policy 3.8 | Client/Family Complaints | Client Services Procedures | Published November 22 2010

Policy

Clients and family member of Canadian Mental Health Association Kenora Branch are encouraged to provide feedback to Branch Administration and Management.

Procedure

  1. A client or family member may informally make a direct complaint verbally to their direct service provider or employee of Canadian Mental Health Association Kenora Branch. The complaint will be verbally brought to the attention of the team leader, supervisor, or the Executive Director and noted in the client file.
  2. The employee, client or family member and the supervisor will as soon as possible address the complaint and attempt to resolve the complaint.
  3. A client or family member may provide a written complaint addressed to management of Canadian Mental Health Association Kenora Branch. The written complaint will be reviewed by the Privacy Officer and the Executive Director.
  4. A written response will be provided to the complainant within 30 days which will outline the steps of complaint resolution.
  5. If the complaint involves a sentinel or adverse event, it will be reported to the Health and Safety Committee and the Board of Directors.

Client/Family Complaint Form

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Client/Family Complaint Form

Contact Information

To find additional contact information and directions to find us please click here.

1 (807) 468-1838
227 Second Street South
Kenora, Ontario
P9N-1G1
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