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Text[0]=["CLIENT CENTRED/ACCEPTABILITY","Putting clients and families first. The degree to which the system actually functions by placing the client at the centre of its delivery of services. Increasingly measured as the client’s experience of care with the emphasis on caring. The degree of conformity to the wishes and expectations of the users and their families. "]
Text[1]=["1"," CMHA-WECB strives for 100% consumer satisfaction.  During this past year there was a lower rate of returns of completed surveys.  CMHA-WECB will be working with Consumer Council to seek ways to improve the return rate for the surveys. Return rate has not shown an appreciable increase despite changes in delivery processes. Internal returns rose to 31%."]
Text[2]=["2"," Definition: Upon completion of the intake process, as an agency standardized needs assessment for service must be initiated within 10 working days.  Source:  Intensive Case Management Service Standards for Mental Health Services and Supports (2005)"]
Text[3]=["3"," CMHA-WECB strives for serving individuals as needed.  Several factors including capacity and staff turnover contributed to this unacceptable wait time.  Measures have been taken to address this issue and wait time is steadily being reduced. Three year trend shows marked improvement due to enhancement funding and internal improvement processes."]
Text[4]=["4"," Clinic doctors each take extended vacations; this may contribute to the wait times.  Scheduling is being reviewed and the goal is to decrease the wait time to 30 days."]
Text[5]=["5"," Benchmark is based on the established MOHLTC Provincial Intensive Case Management standard."]
Text[6]=["6","CMHA-WECB strives for serving individuals as needed.  Several factors including capacity and staff turnover contributed to this unacceptable wait time.  Measures have been taken to address this issue and wait time is steadily being reduced. Three year trend shows marked improvement due to enhancement funding and internal improvement process."]
Text[7]=["7"," CMHA-WECB was one of the first organizations to undergo an onsite accreditation with Accreditation Canada’s new standards.  It is our intent to be in full compliance by December 31, 2008."]
Text[8]=["8"," From WSIB Health Care Sector for large employers (>50).  "]
Text[9]=["9","This is in internally set benchmark. We have emphasized the reporting of all injuries; even those that are minor and in the past would not have been reported.  There is a reduction from last year’s numbers and we are still below the benchmark. "]
Text[10]=["10","Retention and Recruitment was an issue of concern for the Branch.  We addressed the salary and benefit issue in bargaining and have seen a marked improvement. "]
Text[11]=["11"," Turnover in management has resulted in this target not being met. The span of control of some of our managers is also quite large.  There was a minor improvement over last year in performance appraisals completed.  We continue to monitor this indicator. "]
Text[12]=["12"," Due to survey fatigue indentified in the community, only the 2005 survey results have been reported.  The results of the 2008 on-site survey results reaffirm the positive response to CMHA services from the Community."]
Text[13]=["13","This data was pulled from CRMS for all categories of reported employment, i.e. full time, part time and casual, based on most recent contact."]
Text[14]=["14","Base funding is growing but not at the pace required to keep up with certain specific services required in the community."]
Text[15]=["15","Benchmarking between organizations is not standard so costs per dollar raised can vary widely depending on the interpretation and exclusion/inclusion of such things as facilities costs, a percentage of the CEO's salary, etc."]



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