CONCERNS &
FEEDBACK

The Thorpe Recovery Centre highly values the feedback from its clients, partners, stakeholders, and community. It is through these suggestions that we may improve our quality of services for the 500+ individuals we help each year.

The Thorpe Recovery Centre is committed to addressing all complaints in a fair and objective manner. If an individual is dissatisfied with a decision pertaining to the course of treatment, they may launch a written Policy Complaint with the management at TRC.

REPORTING A COMPLAINT, CONCERN OR FEEDBACK
  • Speaking with a TRC Staff Member in person, by phone, or by email.
  • Online Feedback Form, located below.
  • Your Voice suggestion box in community circle.
REVIEW & ACKNOWLEDGE THE FEEDBACK
  • Follow-up by TRC Staff Member.
  • Listen with respect & privacy.
  • Request/gather further information.
IDENTIFYING A PROCESS
  • Understanding the feedback.
  • Assignment of a TRC Staff Member to lead the decision-making process and correspond with the individual.
COLLABORATIVE, ETHICAL DECISION-MAKING
  • Review of policies and procedures relating to feedback.
  • Gather input from stakeholders.
  • Focus on client safety and quality improvement.
DETERMINING A RESOLUTION
  • Relay resolution to individual and related parties.
  • If unsatisfactory to either TRC or individual, the case may be escalated to the Board of Directors by the CEO.

CONCERNS &
FEEDBACK

The Thorpe Recovery Centre highly values the feedback from its clients, partners, stakeholders, and community. It is through these suggestions that we may improve our quality of services for the 500+ individuals we help each year.

The Thorpe Recovery Centre is committed to addressing all complaints in a fair and objective manner. If an individual is dissatisfied with a decision pertaining to the course of treatment, they may launch a written Policy Complaint with the management at TRC.

REPORTING A COMPLAINT, CONCERN OR FEEDBACK
  • Speaking with a TRC Staff Member in person, by phone, or by email.
  • Online Feedback Form, located below.
  • Your Voice suggestion box in community circle.
REVIEW & ACKNOWLEDGE THE FEEDBACK
  • Follow-up by TRC Staff Member.
  • Listen with respect & privacy.
  • Request/gather further information.
IDENTIFYING A PROCESS
  • Understanding the feedback.
  • Assignment of a TRC Staff Member to lead the decision-making process and correspond with the individual.
COLLABORATIVE, ETHICAL DECISION-MAKING
  • Review of policies and procedures relating to feedback.
  • Gather input from stakeholders.
  • Focus on client safety and quality improvement.
DETERMINING A RESOLUTION
  • Relay resolution to individual and related parties.
  • If unsatisfactory to either TRC or individual, the case may be escalated to the Board of Directors by the CEO.

If an individual has a question or concern about safety or the quality of care at TRC, they are to bring it up to any TRC Team Member in person, in writing, by phone or submit a suggestion anonymously in the “Your Voice” Suggestion Box that is located within the Centre’s Community Circle.

Thorpe Recovery Centre’s Complaints, Concerns and Feedback process includes the following:
  • TRC reviewing the feedback and acknowledging the information.
  • TRC will be in touch with you in person, by phone, or email within 3 business days.
  • We will listen and respond with privacy and respect.
  • We may ask for further information regarding your feedback.
After gathering sufficient information, TRC will proceed to identify a reasonable solution (if necessary), and relay the process to the individual.
  • The complaint, concern or feedback will be overseen by the most appropriate TRC staff member, which may include escalation to Senior Leadership.
  • The TRC Staff Member will remain to be the individual’s contact for updates and response, unless noted otherwise by TRC.
TRC will work collaboratively with clients, families, community partners, and stakeholders to resolve any complaint and improve the quality of care at the Thorpe Recovery Centre. If a resolution to a complaint cannot be resolved to satisfaction of both parties, the Chief Executive Officer will bring the issue to the attention to the Board of Directors. The Board of Directors’ decision is final and binding upon all parties involved. As part of our Complaints, Concerns and Feedback process, the individual may contact the Alberta Ombudsman to request an external review should they feel the processed used to review their complaint was not fair.

SUBMIT A COMPLIMENT, COMPLAINT, CONCERN, OR FEEDBACK