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CMHA-WECB Organizational Scorecard
April 1, 2007-March 31, 2009
Consumer/High Quality Services
Legend:
Meeting or exceeding targets
Monitoring to establish benchmark or slightly lower/higher than target
High Priority to improve
Baseline – first reporting period, target, status and trend to be determined
DOMAIN |
INDICATORS (MEASURES) |
PERFORMANCE TARGET |
2007/08 |
2008/09 |
STATUS |
TREND |
| Overall Consumer Satisfaction CMHA-WECB | 80% | 85%1 | 90% |  |
 |
|
| Overall Consumer Satisfaction CCHC | 90% | 97% | 93% | |
 |
|
| % Complaints Addressed | 100% | 100% | 100% | |
|
|
| Wait Time MH—average wait time in days from time of assessment to service | MoHLTC Standard 1O working days2 | 85 | 37 |  3 |
 |
|
| Wait Time CCHC | Avg. for CCHC’s – 60 days | 60 days4 | 30 days | |
|
|
| Case Manager / Consumer ratio | Benchmark – 1:205 | 1:33 | 1:33 |  6 |
|
|
| % of compliance with Accreditation Canada Required Organizational Practices for client safety | 100% | 93%7 | 100% | |
|
|
| # of Privacy Breaches reported | 0 | 0 | 0 | |
|
