East End Community Health Centre strives to create a welcoming environment for its clients and to ensure that everyone is treated with dignity, respect, and consideration, while at the same time safeguarding clients’ privacy.
The Centre recognizes that clients have the right to make a complaint and to expect that their concerns will be treated seriously and with due consideration. The Centre aims to resolve client complaints promptly, effectively and positively, to the greatest extent possible. Accordingly, it has put in place systems to respond to client complaints when they arise. The Centre endeavours to learn from complaints and take action to improve its programs and services.
Questions & Answers (Q & A)
Q: How do I submit a compliment, suggestion, concern or complaint?
A: You can give us a compliment, suggestion, concern or complaint by:
- Speaking to a staff person. It is best to start by speaking directly to a staff person. You can do this in person or by phone. If you cannot do this or if this does not work, you can also ask to speak to that person’s manager.
- Emailing your complaint to communications@eastendchc.on.ca
- Writing us a letter on any piece of paper and giving the letter to the staff at reception or mailing it to the Centre.
Q: What happens if I submit a compliment, suggestion, concern or complaint?
A: Someone listens to or reads and forwards the issue to the appropriate manager for follow up. If you ask us to contact you to follow up, we will do so.
Q: What good does it do to complain?
A: Complaining can help East End CHC improve. It can help you to get better care and services. Sometimes we can fix a complaint quickly. Sometimes it takes time. Sometimes there are good reasons why we cannot fix it. If you want to know the outcome, we will let you know. If there is something we can change for the better, we will try to change it.
Q: What other options do I have if I submit a concern or complaint?
A: If the resolution of the concern or complaint is not acceptable to you, you can have it forwarded to East End CHC’s CEO for another look.
