About Reconnect

Reconnect Health Services is a not-for-profit health service organization in the west end of Toronto. Our services include supports for seniors, caregivers, and people living with mental health and addictions concerns.

Our Mandate

Reconnect Health Services is a not-for-profit health care provider in Toronto. We work with people 16+ who are in need of mental health and addictions supports, including counselling for their loved ones and caregivers. We support older adults 55+ with a wide range of services from food delivery to home care, exercise classes, opportunities for social interaction and more.

 

Reconnect is embedded in the community with several locations across the GTA. We know that healthcare can be complicated. We will ensure that accessing our services is as simple, straightforward, and timely as possible. We are collaborative, client-centred, goal-driven, and we work hard to make sure our clients have the best possible experience with us.


Our Funders

Reconnect Health Services receives the majority of its funding from Ontario Health. The organization also relies on funding from the City of Toronto and the United Way of Greater Toronto. These funds help to maintain the programs and services that support clients to find meaningful change in their lives and on their own terms.

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The logo for United Way Greater Toronto is red and black.
The ontario health logo has a trillium in a blue circle.

Our COVID-19 Vaccination Policy

Reconnect is committed to providing a safe working environment for our employees, contractors, students, volunteers and clients. Please click on the link below to download a copy of our vaccination policy.

Reconnect Health Services COVID-19 Vaccination Policy

Privacy and Confidentiality

  • Privacy Statement

    • Reconnect Health Services respects your privacy.
    • Your confidentiality is maintained through our protection of your personal health information and other personal information.
    • Your consent is required for information to be used for your care by Reconnect staff or shared with anyone other than Reconnect staff, except where Ontario’s privacy legislation allows.
    • Reconnect staff are available to you to explain our privacy policy. You may have a copy of our privacy policy if you ask.

  • How do we Protect your Confidential Information?

    Reconnect uses reasonable physical, administrative and technical safeguards to protect your confidential information. These include:

    • A secure electronic health record which is password protected and may only be used by authorized staff.
    • Securely shredding materials that are no longer required.
    • Activity logging and central desk control for visitors.
    • Ongoing privacy training for staff.

  • What are your Privacy Rights?

    You have the right to:

    • Request access to your health record
    • Request that inaccurate information in your health record be corrected
    • Request that your personal health information not be shared
    • Be told if your personal information is lost, stolen or shared without authorization
    • Withdraw consent to share/use your personal information
    • Receive a copy of the Reconnect Privacy Policy
    • Challenge our compliance with privacy requirements
    • Speak to Reconnect’s Privacy Officer about any concerns or complaints about how your personal information is handled.

  • How does Reconnect use your personal information?

    Reconnect uses your personal information for:

    • Providing health care and related services to you
    • Referrals to other related programs for you
    • Planning, delivering and evaluating programs and services
    • Quality assurance
    • Reporting aggregate information and statistics to funders
    • Payment or processing payment for provision of health care
    • Research conducted by Reconnect (in accordance with privacy legislation)
    • Other purposes permitted or required by law

  • Assumed Implied Consent Model

    Reconnect may disclose your personal information to other service providers in order to ensure that services provided to you are coordinated and responsive to your needs. It is Reconnect’s practice to follow what is called an “assumed implied consent model,” meaning that unless a client tells us not to, we share their personal health information with their other health care providers without asking for consent each time we do so. We do this because it is a more efficient way to ensure clients get the care they need. All clients are informed of this model at the outset of service, and each client has the right to tell us not to share with anyone they so choose, and to change their mind about sharing at any point. Reconnect will share your personal information if required to do so by law (e.g. subpoena).

  • Reconnects Privacy Policy

    Click here to download Reconnect's privacy policy.

  • Data Security on this Website?

    This website uses Caredove's software platform to host this website and to send referrals for service. Caredove is committed to protecting the personal information of its users and the personal health information of visitors, users and clients referred using its platform. To accomplish this, Caredove has put in place a Privacy and Security Program.



    If you wish to report a privacy issue, have any questions or need assistance, please contact Reconnect's Privacy Officer at 416-248-2050. 


  • How to contact Reconnects Privacy Officer?

    Mail:  

    Privacy Officer, Reconnect Health Services 1281 St. Clair Ave West

    Toronto, ON   M6E 1B8

    Phone:  

    416-248-2050

    Fax: 

    416-248-6557

    Email: 

    privacy.officer@reconnect.on.ca


  • How to Contact the Information and Privacy Commissioner of Ontario?

    If you have any issues or concerns about how your personal health information is being handled, you have the right to contact the Information and Privacy Commissioner of Ontario at:


    Office of the Information and Privacy Commissioner of Ontario

    2 Bloor Street East, Suite 1400

    Toronto, Ontario

    M4W 1A8

    Phone: (416) 326-3333 Or 1-(800) 387-0073

    www.ipc.on.ca


Health Equity

Health equity means that all people can reach their full health potential and should not be disadvantaged from attaining it because of their race, ethnicity, religion, gender, age, social class, socioeconomic status or other socially determined circumstance.


 At Reconnect we are committed to ensuring that we are providing equitable care to our clients and community. As part of this work we have started asking our clients demographic questions about themselves about their language, race or ethnicity, disability, sexual orientation, length of time in Canada, religion, gender and income. Collecting this information will allow us to understand who our clients are and if any groups are being disadvantaged in any way, so that we can address those inequities. Answering the questions in this survey is voluntary, and does not affect anyone’s ability to access Reconnect’s services. All survey responses are kept confidential

Accessibility Statement

In fulfilling our mission, Reconnect Health Services strives at all times to provide its services in a way that respects the dignity and independence of people with disabilities.  We are also committed to giving people with disabilities the same opportunity to access and benefit from our services in the same place and in a similar way as other individuals.

Accessibility on this Website

This website uses the UserWay Accessibility Widget which is powered by a dedicated accessibility server. The accessibility menu can be enabled by clicking on the Accessibility menu icon that appears on the corner of the page. After triggering the menu, please wait a moment for it to load in its entirety. 


Despite our best efforts to make all pages and content fully accessible, some content may not have yet been fully adapted to the strictest accessibility standards. This may be a result of not having found or identified the most appropriate technological solution. If you are having difficulty with any content on this site or require assistance with any part of our site, please contact us during normal business hours and we will be happy to assist. Our contact information can be found at the bottom of this page. 


To access a condensed version of Reconnects Multi-Year Accessibility Plan, please click here. If you require the Multi-Year Accessibility Plan in a different format or would like to access our comprehensive plan, please contact us at contact@reconnect.on.ca or 416-248-2050.

Client Compliant and Feedback Process

How to make a complaint:

While we hope that you do not need to make a complaint about our services, if you do, we aim to make the process easy. There is no special form you need to complete to make a complaint, just get in touch with us and we will try to resolve it. We suggest that you tell us what your ideal solution is so that we can try and resolve the matter, if possible, in a way that works for you.

 

  • You can make a complaint verbally or in writing (by email, letter, or call) and send it first to the person who you have the complaint about. We strongly suggest this as it is often the quickest way to resolve the issues.
  • If you are not comfortable doing so or feel that your concerns have not been resolved, you may contact the manager for your program. You may ask the person working with you for their supervisor’s name and contact information at any time.
  • If you raise your concerns with any staff person, student, or volunteer other than the person who is providing the service, you will be directed to the person who is providing the service or their immediate supervisor with an explanation of the organization’s complaint policy and procedures.
  • You should also have received a written copy of this complaint process and have it explained to you verbally by the staff person working with you.
 
Making a complaint on someone else’s behalf:

If you wish to make a complaint on behalf of someone else, we need their permission in writing beforehand to consent for us to pass on their personal and confidential information to you (we may need to refer to this type of information in order to complete a full response to you). When we receive your complaint, we will write to the service user concerned and ask for their written consent. If they do not reply to us within three weeks, we shall assume that they do not consent. If this happens, or the service user contacts us to refuse consent, we will not be able to respond to you fully, as this could breach our confidentiality obligations and the wishes of our service user. However, we will write to you and explain why we cannot respond in detail but where possible we can describe more generally about our procedures which may be enough to answer or reassure you.

 

What we will do when we receive your complaint (call or letter):
  • Carefully listen to, or read, what you have to say and try to clarify the outcomes you are looking for.
  • Formally acknowledge your complaint within three working days.
  • Ask for your consent before responding, if a complaint is made on your behalf (i.e. by a care giver, friend, relative, or advocate).
  • Not allow the complaint to affect the quality of your care.
  • Consider your complaint carefully, investigate thoroughly, and fairly and try to resolve it.
  • Review whether we could have done something better and how we can learn from your complaint to improve the service.
  • Formally respond in writing within 10 working days and explain how we investigated it and what the outcomes of the investigation are.
  • You may request that the complaint move up the line of authority of the organization until a remedy is found or until Reconnect has exhausted all possible solutions.
  • When responding to a complaint, the person providing the service has the option of consulting or involving their supervisor at any point. This option will be exercised in instances where you have invited a representative to a meeting.

 

What you can do if you are not satisfied with the response:

If the person you have the complaint about is unable to resolve a complaint, you will be offered an opportunity to speak with a supervisor. The role of the supervisor is to resolve the matter to the satisfaction of everyone involved. If a resolution is not reached at this stage the supervisor will inform you of your right to seek resolution through the Director of Services. If you are not satisfied with the decision made by the Director, you can move the complaint up to the Chief Executive Officer. A letter summarizing the outcome of the meeting will be sent to you within 15 business days of the meeting.

Annual Reports

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Reconnect Annual Report 2023/24

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Reconnect Annual Report 2022/23

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Reconnect Annual Report 2021/22

Multi-Sector Service Accountability (MSAA) Statements


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MSAA 2023/24

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MSAA 2019-22

Board of Directors

The Board of Directors is comprised of consumers, family members, professionals and interested community members. The Board meets monthly and members are elected at our Annual General Meeting.

The Board provides leadership and support to the Chief Executive Officer, approves policies that are compatible with the mandate of the agency, monitors the financial health of the organization and provides on-going evaluation of the CEO to ensure that the goals of the organization are successfully achieved. The Board of Directors also helps to increase the awareness of Reconnect within the community.

Members of the Board

Brian Shiller, President

Leo Bisharat, Vice-President & Treasurer

Bruce Keleher

Jennifer Zosky

Julia Brown, Secretary

Patrick Tannahill

Sonia Nijjar

Trisha Ball

Douglas Crawford

Peter Mueller

Harold Keller

Janet Pause

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