Program Participants Complaints/Concerns Processes
We Value Your Feedback
At Camino Wellbeing + Mental Health, we put people at the centre of our work and we genuinely care about your experiences and feedback. Whether you have a compliment, concern, or suggestion, we want to hear from you. Your input is vital in helping us improve our services and better support our community.
Program Participants Complaints/Concerns Processes
Camino welcomes all program participants and families to report any service concerns or complaints they may have. If you have a concern about our services or a Camino employee please review the Client Complaint and Resolution Policy below.
Complaints and Concerns may be received in the following methods:
- In writing by completing the Service Feedback Form.
- In person at one of our locations – the person hearing the complaint documents the concern in writing using the Service Feedback Form and asks the individual lodging the concern or complaint to confirm its accuracy.
If you have a concern about our services or staff, we encourage you to discuss it with your designated staff member, who is trained to listen and address any issues.
If you feel that your concern has not been adequately resolved, your feedback can be documented using our Service Feedback Form. This form can also be accessed at reception at one of our locations. Completed forms may be handed in at any of our locations, or emailed to quality@caminowellbeing.ca
Concerns are discussed with the Camino employee named in the complaint (or with the employee the client has the most contact with) by that employee’s supervisor.
Client Complaint and Resolution Policy
- Camino welcomes program participants and families to report any service concerns or complaints they have.
- Program participants and families are informed of the process to report any concerns or complaints during their service orientation.
- The Service Feedback Form and Policy are accessible in hard copy at reception at our Camino locations and they are posted on the website.
- Camino responds to service concerns and complaints promptly and attempts to find a mutually acceptable resolution.
- Concerns and complaints are reviewed by the quality team with a lens of continuously improving our service quality.
- Individuals who lodge a complaint or concern are never penalized or retaliated against because of the complaint.