Reconnect Service Standards

Reconnect is committed to providing excellent service to our clients. This goal affects all aspects of our work, including the day-to-day ways that our staff interact with our clients. Below are some of the ways you can expect us to treat you.

All clients of Reconnect should expect to be treated with dignity and respect.

In addition, clients can expect the following from our staff:

Service Plan and Service Experience

Clients can expect:

• To be told in advance what to expect from the service, what the worker’s role is, and who else they might expect to interact with at Reconnect. 
• Service that is customized to their specific needs, including the development of a care plan that is regularly reviewed to see if goals and needs are being met.
• To be told about their rights to privacy and confidentiality, including how Reconnect will treat their personal health information.
• To be provided with information on after-hours resources specific to their needs.
• To receive information and referrals at discharge that will help them to maintain their health and wellbeing, including how to re-access services if needed.

Appointments

For every client appointment, Staff will:

• Be on time for appointments.
• Let clients know if they are running late.
• Call or email within 24 hours if an appointment or group is being changed or cancelled.
• Let clients know as soon as possible if an appointment needs to be cancelled due to weather conditions or other unforeseen circumstances.
• Be flexible around meeting times and locations
• Send reminders of upcoming appointments

Communication & Complaints

Clients can expect:

• To be provided with their worker’s direct contact information, as well as information on who to contact in an emergency or when the worker is away.
• To be told who to contact if they have questions about their service.
• To be told how to make a complaint about Reconnect, their worker, or the service.
• To have their voicemails and emails responded to by their worker within 24-48 hours or sooner for issues related to client safety.  

• If you believe that our service has not met these standards, please contact your worker, or the manager for your program. Contact information is available through your worker, by calling our office at 416-248-2050 and on our website at www.reconnect.on.ca.   

Click here for the PDF document of the Client Service Standards.