Letting Voices Be Heard: At the Centre Summer 2003

At the Centre

By Joan Lewis, Client Relations Co-ordinator

Client Relations helps clients and their family members have their voices heard at CAMH. We review each question, suggestion, complaint and compliment to see if there's something we need to do or change, and, if so, how to do it. If we find that a change is in the best interests of everyone involved, we will make the change and, where possible, reflect this change in CAMH-wide policies and practices.

For example, a client complained that front-line staff on different shifts were inconsistently applying "the rules" for clients, such as when to take medication or watch TV. We told the manager, who then made sure that the staff sorted out the rules, making it less confusing for clients.

Another example comes from Ontario's privacy laws. Family members sometimes call CAMH to inquire about clients. They might want to know if a loved one in crisis has made it to the hospital safely or where the client is living, in case they've lost touch. Because of the laws that protect a client's privacy, staff cannot give such information to the client's family members without the client's consent.

Client Relations staff now try to track the client down. We ask the caregiver to speak to the client about calling loved ones. A telephone call can be an enormous relief to the family members -- just to know that the client is okay. We now ask clients, upon admission, if they would like to have phone calls forwarded to them while they are in hospital.

Since the Client Relations office was created two years ago, we have made a number of positive changes across CAMH that have made the lives of our clients better. We expect that as our role continues to evolve there will be even more improvements. If you'd like to know more about Client Relations at CAMH, please call: 416 535-8501, ext. 2028 or e-mail: joan_lewis@camh.net.

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