This agency promotes and welcomes input and participation from individuals requiring support and their families. This means that communication is very important. We will ask you to give consent to share some of your information with your family members and others that support you. This may include reports, incident reports, information regarding special events and activities happening within our organization.
To have an open, honest and professional relationship with people we support, their families and advocates, we need to communicate regularly and respectfully. The following is a guideline that we follow and we ask others to follow as well to ensure that there is positive, constructive feedback as well as a good environment for the individuals we support.
- If you have a concern or are unhappy with our service, tell us first and give us a chance to correct it. We want to hear your feedback.
- It will take us years to know some of the things about you or your loved one. While we are learning, please assist us in learning about likes, dislikes and useful tips that will help us provide better support and help you or your loved one feel more comfortable in our care.
- If you have a concern, please follow our conflict resolution procedure and speak to the supervisor of the program first. If it isn’t resolved, talk to the Executive Director (please see the Conflict Resolution Procedure below).
- If we are discussing a concern, we promise to do this in a private area, away from others, and discuss the matter professionally by not raising our voice or being negative. We would appreciate the same respect from you as well.
- Please let us know about the things you like about our service, not only the things you don’t like about the service.
- Please ensure that any applicable fees are paid. If you are unable to pay the fees for activities or if you are having trouble with the fees, please speak to the Executive Director.
- If you or your loved one will not be attending an activity, please let us know beforehand so that we don’t worry or take time away from others in finding out why you’re not here.
- Please ensure that any personal care items or other items needed for planned activities are sent with you.
As an agency with many diverse individuals and personalities (individuals receiving services and staff), we ask that you be welcoming and understanding of others. While we realize that you or your loved one may have certain staff that they would rather work with, we have a Collective Agreement and have to ensure that all staff are treated fairly. Having stated that, if you feel that you or your loved one is being treated with disrespect, please contact the supervisor of that program immediately (see abuse and neglect policy).