No Wrong Door: Toward an Every Door is the Right Door Service System

No Wrong DoorThe 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:  

  1. Creating a welcoming culture
  2. Common practices and standards for establishing client needs
  3. Collaboration and information sharing 
  4. Informed consent  
  5. Creating shared educational opportunities 
  6. Managing wait times 
  7. Clearly defining eligibility criteria 
  8. Facilitating service resolution and effectively managing complaints 

No Wrong Door Training Event

Baldev Mutta, CEO, Punjabi Community Health Services
Celebrating achievements at the No Wrong Door Event  No wrong door values

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

Moving Forward

Three priority areas focused on quality improvement were identified in 2016-2017 to aid implementation efforts. Details associated with progress are outlined below each priority:

1. Enhance the resources offered to a client if they are waiting for services.
Implementation is being done by one-Link over the 2017-2018 fiscal year.

2. Develop a protocol for best transfers within an agency and between agencies.

A Best-Transfer Protocol has been developed with four champion agencies – ADAPT, PAARC, Punjabi Community Health Services and CMHA-Halton Region Branch – to support clients during transition and ensure a seamless connection to the next set of  services they may require. The protocol was developed and refined through engagement with staff and clients, incorporating these valuable perspectives. In the spring of 2017, the four champion agencies will begin implementing the protocol within select programs. All participating agencies are encouraged to test and modify the protocol to best meet their clients’ needs.

3. Ensure that all outgoing voicemail messages indicate a reasonable time frame within which a caller’s message will be returned.

Six mental health and addiction agencies have implemented an outgoing voicemail on their main line that informs clients that their message will be returned within 48 hours. The practice has further been incorporated into individual staff messages and emails at some of the agencies. Policies are in place that encourage all staff to update their voicemail and email on a regular basis to indicate any time away from work.

Additional Resources

No Wrong Door customer service training event on March 20, 2015

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

SIGMHA

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.

Champion Team

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.