AMHS-HPE 2016-2017

QUALITY IMPROVEMENT
COMMITTEE REPORT
(CONT’D)
2. Waitlists are a significant issue in all areas of
the two counties, some more than others, but
a concern none the less. This is not new to
the agency and efforts continue to be made
to resolve it. However it was mentioned many
times throughout the focus group sessions. It
is important to add that clients did not know
what to expect once they got accepted on
the program. There appears to be a gap in
information, while people wait for service.
3. It is worth noting the importance of groups
throughout the region. AMHS provides a
number of groups out of each area, that are
both therapeutic and social, and people really
appreciate them. In fact, they want more.
Offering groups to people on waiting lists
was suggested as a way of providing interim
support. It was hoped that all groups could be
offered in all areas since some were only offered
out of Belleville. This is a service that AMHS
could enhance significantly throughout the two
counties, since it met the needs of many clients.
4. In every focus group, the staff of AMHS-
HPE were highly thought of and the service
they provided was exemplary. Clients really
appreciated the holistic role that workers
practiced. Counselling was the primary
service, but they also were advocates for
ancillary services; such as ODSP, employment,
transportation, housing, primary care services,
etc. They helped get clients to appointments or
events and would even attend appointments if
necessary. They provided groups, or arranged
for people to take part in groups offered by
others.
5. AMHS counsellors provided a crisis lifeline to
many clients. We heard many stories about
how workers went the extra mile to ensure the
safety of clients. This included connecting by
text, phone, and in person. It was awesome to
listen to how the counsellors demonstrated,
what some clients referred to as “big hearts”,
when they needed them the most.
Communications
The committee continued to ensure that
communications was an integral component
to the organization, through newsletters; a
problem gambling campaign; refreshed and
revised brochures; public presentations; service
cards; continued expansion of the portal;
web site; etc. Through the newly designed
Regional Back Office, AMHS-HPE received
funding to contract with a Communications
Lead who will focus attention to branding
the organization here in HPE as well as work
with the other Communications Leads in the
South East to ensure consistent messaging.
The new fiscal year will experience a refresh
to all of the aforementioned as well as initiate
communications into the social media world as
a ways and means to ensure all demographics
have access to who we are, what we do and for
whom.
Appreciative Inquiry & Staff
Satisfaction Survey
Annually, the human resources are requested
to complete a survey/questionnaire. This year
we expanded the reach and facilitated an
Appreciative Inquiry event in order to have a face
to face and yet confidential opportunity for staff
to share their thoughts and opinions based on
four questions. The results of the inquiry were
very similar to the staff satisfaction survey that
was returned from 35 staff at the beginning of
March. The staff were extremely happy to have
had the opportunity to have their voice heard
at the Appreciative Inquiry as well as being able
to share a little more extensively through the
electronic staff survey.
We surpassed our own work plan expectations
and we look forward to furthering our
commitment of quality and excellence which
is imperative to ensuring the Ideal Individual
Experience.
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