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Client Experience & Quality Improvement

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Client Experience & Quality Improvement

We care about you.  Tell us what we are doing well or we can do better. Complete our client experience survey by clicking below.

Client Experience Survey

Client Experience Survey Results (April 2021 to September 2021)

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Understanding the experience our clients have with CMHA is extremely important to us. One of the ways we do that is through client experience surveys. 


98%    of our clients surveyed shared that staff were sensitive to their cultural needs. 

93%    of our clients felt they had a good understanding of their treatment services and support plan. 

89%    of clients felt the wait time for service was reasonable. 

84%    of our clients reported that their needs were met. 

We achieve this through staff training and partnerships with external organizations.

Our staff work collaboratively with clients to assess their care and develop their individual support plans.

One of our key areas of focus is to reduce wait times and we will continue to identify opportunities to serve you in a timely way.

We strive to meet the needs of all our clients through improved assessment processes.


65%    of clients reported they know how to make a formal complaint. 

63%    of clients who received service for over 3 months reported that staff helped them develop a plan for when they finish services. 

We are currently working on an organization wide initiative to better support transitions of care.

Become a Client Family Advisor

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When you, or your loved one, was receiving care at CMHA York Region and South Simcoe (CMHA-YRSS) did you think there were things we could have done better or differently? Do you have ideas about how to make sure every client and family member gets the very best care possible at CMHA? Our Client and Family Advisors are partners that work to improve the quality, safety, and relevance of care we provide.

Learn About Becoming a Client/Family Advisor
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