A new level of partnership: CAMH Annual Report 2004-05

CAMH Annual Report

"I believe that what we have ended up with is the best of its kind in Canada," states Jennifer Chambers, Empowerment Council Co-ordinator, CAMH. "The Bill of Client Rights is a very important document and has generated a great deal of interest from patient councils across the province that would like it to serve as a model."

On December 9, 2004, CAMH's Board of Trustees passed the Bill of Client Rights. This document asserts and promotes the dignity and worth of all people who use CAMH services. CAMH staff, the Empowerment Council and many clients negotiated and collaborated to create the Bill of Client Rights. The process was long-more than three years-but very inclusive. It involved five CAMH-wide consultations, meetings at each of the sites, visits to addiction groups and inpatient wards, and mailed questionnaires.

Turnout at all of the meetings was good, reflecting the fact that client rights are central to client concerns. "The process was surprisingly inclusive and frank," says Beamer Smith, Co-chair of the Empowerment Council. "Everyone was very straightforward. Both front-line staff and the common man went into the making of it."

The document went through many versions, each incorporating feedback from clients, family members and CAMH staff. "It took a lot of goodwill on both sides to come up with something meaningful," says Jane Paterson, Deputy Chief of Professional Services, CAMH. "Each side gave a lot."

The final Bill of Client Rights sets high standards for the treatment of clients. It is intended to create an environment at CAMH in which clients will feel safe and empowered to express their needs. Along with its adoption by the Board of Trustees, the Bill of Client Rights is accompanied by an implementation plan that includes a process to deal with complaints, as well as training both for clients and staff.

Jennifer Chambers, Empowerment Council Co-ordinator: This Bill of Client Rights is reflective of the law and of professional standards. But more than that, it was created by clients out of our deeply felt need to be treated with respect and dignity, and to feel safe-especially when we are at our most vulnerable.

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