Our Commitment to YOU
Hastings Prince Edward Public Health is committed to treating others with dignity, respect, and integrity. We recognize the importance of working together as a team with our communities, partners, colleagues, and clients as we strive for excellence through effective public health practice.
Our Client Service Standards aim to ensure that Hastings Prince Edward Public Health staff will:
Provide inclusive services.
We are committed to inclusive service delivery. We will offer our services respectfully to every client, recognizing the diversity of communities (for example, age, education, race, ethnicity, income, religion, gender, sexual orientation, or ability).
Offer a clear complaint and feedback mechanism for clients.
We are open to feedback to improve our programs and services and ultimately the health of our communities. We are committed to providing opportunities for anonymous feedback with an aim to continuously improve our service.
Strive to provide physical spaces that are inclusive for all members of our communities.
We will strive to ensure that the locations where we offer services are accessible, welcoming, and respectful so that everyone has an opportunity to use and benefit from our services.
We will work to adopt approaches and environments that are culturally appropriate, safe, and inclusive.
Provide the public with information informed by quality evidence.
We will ensure that all information and services provided to our communities uses the best available evidence. We will continuously learn and improve as an organization.
Respond to the public and community partners in a reasonable and consistent time frame.
We will respond to telephone, email, or social media requests within three business days. If this is not possible, our responses or automated messages will tell clients when they can expect to get a reply.
Respect client privacy.
We will protect our clients’ privacy and make every effort to keep their information safe and secure. We will strive to foster a trusting and respectful relationship between clients and the public health care team. We explain your privacy rights and our commitment to protecting your information at hpePublicHealth.ca.
Our Client Service Standards are a public commitment to a level of performance that you can expect under normal circumstances. Special circumstances where regular service standards would not apply include statutory holidays, natural disasters, service disruptions or emergencies.
