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Clients Guiding Care

At Thresholds Homes and Supports, clients guide every aspect of our work. As part of our continuing efforts to solicit client feedback, improve quality, and increase equity, in 2024 we implemented the annual Ontario Perceptions of Care for Mental Health and Addictions survey.

The Ontario Perceptions of Care survey is a standardized, validated survey, developed by CAMH and used across the province to gather actionable feedback. From September to December 2024, 176 clients participated in this first survey. We’re proud to share a snapshot of the results:

0 %

of clients surveyed felt treated with respect by program staff

0 %

of clients surveyed said staff understood and responded to their needs and concerns

0 %

of clients surveyed would recommend THS to a friend

Clients shared:

“I had Social Workers helping me at the beginning and middle of my crises. They always had answers to my difficulties and brought a lot of resources. I also felt that I could rely on them.”
"My experiences with [Thresholds Homes and Supports] have always been good."
“When I required emergency surgery, the staff stayed with me for nine hours at the hospital, and didn't leave after 30 minutes when they could’ve.”
“I had Social Workers at the very beginning and throughout most of my time and they were phenomenal. “
“They always have good activities and good feasts for holidays."
“Confidentiality… they mean it! They wouldn't even talk to my mom without me signing paperwork."
“[Staff] have been great and helpful. I'm becoming independent.”
"10 out of 10 stars. A real god-send of a blessing to have affordable housing and you guys are non-judgmental. It means a lot."

Actioning Constructive Feedback

We were glad to hear from clients on the ways we can improve. Here are some of the first actions we’ve taken to respond to trends in feedback.

A Desire for More Information

“I wish I had more information about different services offered by [Thresholds Homes and Supports], like a printed guidebook.”

Clients shared they want more information about our programs and services. In response, we’ve redesigned our website with plain language descriptions of programs and services and created a paper Guide to Thresholds Homes and Supports. In addition to being available at our sites, current clients are being provided with their own copy. Moving forward, new clients will receive their guide at intake.

Download the Guide to THS

A Desire for Feedback Opportunities

24.6% of clients surveyed shared they were unsure of how to provide formal feedback about their experience.

Clients shared they want to know more about how to share complaints and feedback. In response, we’ve shared a paper copy of our client complaint and feedback procedure with all clients, with an option to provide feedback by phone, PDF form, paper form, or the online form on our website. We are also providing further training to staff to ensure all clients feel confident and supported using our feedback process.

Review the Feedback Process

A Desire for Accessibility

Clients shared a desire for accessibility improvements in areas from physical spaces to documentation.

Clients shared there was room for improvement when it comes to accessibility. In response, we’ve redesigned our website with new accessibility tools, are recreating documents we share with clients to be easier to understand, and are centering accessible design in our new building plans and ongoing upgrades.

A Desire to Balance Care and Comfort

Some clients in our apartment buildings shared a desire to balance comfort and hominess with our commitment to care and safety.

Clients shared security features like cameras or police activity for a neighbour contributed to their mid-size building feeling institutional when we want it to feel like home. In response, we added a second staff person on-site to proactively support clients mental health and wellbeing, built up use of the community room, and improved our intake system to better match clients’ needs with their new homes.