As a person or family accessing our services, you have a right:
- to have your personal information kept private and confidential
- to receive our services in a safe and secure environment
- to make a complaint
- to be treated with dignity and respect and without discrimination
Accessibility for Ontarians with Disabilities Act
Craigwood Youth Services is committed to excellence in serving all clients including people with disabilities. We are dedicated to the principles of independence, dignity, integration and equal opportunity.
Any individual who requires assistance in accessing our facilities, written material or emergency services may ask at the Reception Desk at either location, or to staff in any of our programs.
Should you wish to provide feedback on our services to individuals with disabilities you may call our Program Directors at (519) 432-2623 (London) or (519) 232-4301 (Ailsa Craig).
Craigwood Youth Services is committed to delivering mental health services and supports that are fair, inclusive, respectful, responsive and culturally competent.
Craigwood Youth Services recognizes and supports diversity as an important part of youth and family centered-care. Craigwood provides an environment that is supportive, welcoming, safe and free of stigma, harassment and discrimination of any sort including discrimination towards a person’s religious choices, sexual orientation or lifestyle preferences.
For concerns related to the use of personal health information:
Contact Graham Ashbourne, Program Director gashbourne [at] craigwood [dot] on [dot] ca. A response to the concern will be provided within 5 working days.
For concerns with respect to a service difficulty or alleged violation of the youth`s rights under the CFSA, youth and/or parent/guardian or a representative of a youth are encouraged to use Craigwood`s internal system of concern resolution:
1. Youth and/or parent/guardian or a representative of a youth are encouraged to take steps to discuss and resolve any concerns before taking further action, however, they may move on to step 2, if they so wish.
2. The youth and/or parent/guardian or a representative of a youth will be provided with a "Client Internal Concern and Resolution Form" for completion. They may fill in the form (which is to be forwarded to the Program Supervisor immediately by staff receiving it) or may ask to speak to the Supervisor directly. The Program Supervisor will interview the youth and/or parent/guardian or a representative of a youth. A response to the concern will be provided within 3 working days if at all possible.
3. It is hoped that issues of concern will be resolved at this level. Where the youth and/or parent/guardian or a representative of a youth is still dissatisfied with the response, the Supervisor will arrange a meeting between the youth or family member and the Program Director. The youth may be accompanied by another employee of CYS as a support and advocate. A response to the concern will be provided within 5 working days if at all possible.
*any community concerns that are received are to enter the process at this point.
Where the issue is still not resolved satisfactorily, a review by the Executive Director may be arranged. A response to the concern will be completed within 10 working days if at all possible.
4. Where the issue is still not resolved satisfactorily, a review by the Board of Directors may be arranged. A response to the concern will be provided within 20 working days if at all possible.
5. If the youth and/or parent/guardian or a representative of a youth or community member is not satisfied by the decision of the Board of Directors, they may contact the Ministry of Children and Youth Services.
6. They also have the right, under Ontario law, to contact the Provincial Ombudsman, access the services of the Office of the Provincial Advocate for Children and Youth, the Solicitor General of Canada, the Ontario Human Rights Commission (for a personal rights violation), any member of federal or provincial parliament or any government minister.
For concerns related to staff, managers, the Executive Director:
1. Concerns of this nature should be brought to the attention of the staff member’s supervisor. In the case of concerns with the Executive Director the concern is brought to the Board via the Board President. A response to the concern will be completed within 10 working days if at all possible.
For concerns related to the Board:
1. Concerns of this nature should be directed to the Board President.
Craigwood Youth Services complies with the Personal Health Information Protection Act (PHIPA), Child and Family Services Act (CFSA) and the Youth Criminal Justice Act (YCJA). These records are the property of Craigwood Youth Services and are confidential. They are used only for the purpose of providing our clients with the services they request. Only individuals involved in your care and treatment and supervisory staff have access to this record on a regularly permitted basis. From time to time files are audited by an audit team for completeness. These staff are all Craigwood employees bound by the same duty to retain confidentiality. By law, Craigwood is required to keep this record for 20 years following discharge.
You may request access to your record at any time. Excerpted from CYS policy 06-15 ACCESS TO RECORDS: Youth over 12 years of age and legal guardians may request access to their records.There is some information we cannot provide you access to (e.g. reports prepared by persons other than CYS staff, certain information limited by Acts, etc.).When you request access to your records we have up to 30 days to respond.If you notice an error in your records you have a right to have it corrected.
Concerns:If any concerns arise about how your information is used please contact the Program Supervisor or Program Director.
Health Records:For health information related concerns please contact Graham Ashbourne, Program Director by phone 519-232-4301ext 229 or by email gashbourne [at] craigwood [dot] on [dot] ca.
Confidentiality:All information obtained about your youth and family remains confidential while involved at Craigwood and continues after discharge. We cannot release this information without your informed consent (except for some exceptions- see section on records and confidentiality).