No Wrong Door: Toward an Every Door is the Right Door Service System
The Mississauga Halton LHIN, together with health service providers, community members, individuals with lived experience and their families are working together to improve access to mental health and addiction services in the Mississauga Halton LHIN.
No Wrong Door is a unique initiative that is about enhancing access to services, providing exceptional customer service through collaboration and information sharing, and working together to build trust, support recovery and change lives.
Through the No Wrong Door philosophy of care, providers are embracing a shared commitment to work collaboratively to help people access the right service at the right time, adopt common values and objectives and provide exceptional customer service.
Commitment to Eight Core Principles
No Wrong Door supports a mental health and addiction system that is integrated and patient-centred. Eight core principles have been committed to by the mental health and addiction service providers:
- Creating a welcoming culture
- Common practices and standards for establishing client needs
- Collaboration and information sharing
- Informed consent
- Creating shared educational opportunities
- Managing wait times
- Clearly defining eligibility criteria
- Facilitating service resolution and effectively managing complaints
No Wrong Door Training Event
A customer service training event on March 20, 2015 brought together 131 individuals from 19 different organizations where the Honourable Kevin Flynn, MPP Oakville and Minister of Labour recognized the critical work being done to improve mental health and addiction services in the Mississauga Halton LHIN. The training allowed participants to discuss opportunities and challenges related to improving the patient experience through customer service and the eight principles.
Training videos produced from the event include:
|1. Opening remarks by Karen Parsons, Executive Director, PAARC
2. Getting started
3. Maintaining a culture of welcoming relationships
4. The sweetest sound
5. Establishing client needs
6. Eligibility criteria
|7. Collaboration and information sharing
8. Sharing information
9. Clearly state anticipated wait times
10. Service resolution
11. Shared educational opportunities
12. Closing remarks by Karen Parsons, Executive Director, PAARC
Training videos are available by contacting:
Ed Castro, Senior Lead, Health System Development
Mississauga Halton LHIN
Three priority areas focused on quality improvement have been identified to aid implementation efforts:
- Enhance the resources offered to a client if they are waiting for services.
- Develop a protocol for a “warm transfer” between agencies.
- Ensure that all outgoing voicemail messages indicate a reasonable time frame within which a caller’s message will be returned.
Working Together to Build Trust, Support Recovery and Change Lives
A charter was created in January 2015 to demonstrate a commitment to adopting the eight core principles and has been signed by all Mississauga Halton LHIN funded mental health and addiction providers as well as two non-funded agencies:
- Canadian Mental Health Association - Halton Branch
- Halton Alcohol, Drug & Gambling Assessment Prevention and Treatment (ADAPT)
- Halton Healthcare - Community Mental Health
- Halton Recovery House & Hope Place Women's Treatment Centre
- North Halton Mental Health Clinic - The Regional Municipality of Halton
- Summit House
- Support and Housing – Halton
- Supported Training and Rehabilitation in Diverse Environments (STRIDE)
- The Peel Addiction Assessment and Referral Centre (PAARC)
- Trillium Health Partners - Community Mental Health
- Punjabi Community Health Services (PCHS)
- Salvation Army - Toronto Harbour Light
The System Integration Group for Mental Health and Addictions (SIGMHA) is a group of mental health and addiction organizations and persons with lived experience and or family members who are working collaboratively to enhance integrated service among the members and the systems at large.
The No Wrong Door Champion Team was created to facilitate successful adoption and implementation of the Toward an Every Door is the Right Door service system.