Accessibility Plans | For Families/Clients
TVCC is accredited by CARF International (http://www.carf.org). Although accreditation is not mandatory for our Centre, we participate in accreditation to assure our clients and families of the highest possible quality of services. Accreditation with CARF International also allows us to ensure our services meet and exceed international standards.
- 2015-2016 Annual Report (pdf)
- 2014-2015 Annual Report (pdf)
- 2013-2014 Annual Report (pdf)
- 2012-2013 Annual Report (pdf)
- 2011-2012 Annual Report (pdf)
- 2010-2011 Annual Report (pdf)
- 2009-2010 Annual Report (pdf)
Annual Audited Financial Statements
- Audited Financial Statments 2015 – 2016 (pdf)
- Audited Financial Statements 2014 – 2015 (pdf)
- Audited Financial Statements 2013 – 2014 (pdf)
- Audited Financial Statements 2012 – 2013 (pdf)
- Audited Financial Statements 2011 – 2012 (pdf)
Select Financial Policies
- Corporate Expense Reimbursement (pdf - 163 KB)
- Travel Expense Claim - Mileage (pdf - 93 KB)
- Travel Expense Claim - Non-Mileage (pdf - 126 KB)
- Supply Chain Code of Ethics
For Clients and Families
Privacy | Preventing Infections
Family Centred Care
Thames Valley Children’s Centre has defined Family-Centred Care as a philosophy of support and an attitude toward clients that:
- recognizes and respects the pivotal role of the family in the lives of children;
- strives to support families in their caregiving roles by building upon their unique strengths as individuals and as families;
- respects and encourages the choices families make for their children;
- supports the adolescent as an emerging decision-maker;
- promotes normal patterns of living at home and in the community; and
- promotes partnerships between families and professionals to ensure excellence at all levels of health care.
We have adopted the following set of values and action principles to assist us in realizing our Family-Centred Care approach:
- We believe people know themselves and their situations best
- We believe people want the best for themselves and others
- We believe people are unique and deserving of respect
- We believe people function best in a supportive environment
- We believe people working in partnership can reach goals that cannot be reached alone
- We will practice clear, open and honest communication
- We will ensure that people feel in control, comfortable and important
- We will consider the needs and encourage the participation of everybody involved
- We will encourage recipients of service to assume leadership in the decision-making process
The intent of this Charter is to promote the development of a mutually respectful and rewarding relationship between the clients and staff members of Thames Valley Children's Centre. We believe that treating each other with courtesy and dignity, along with the following, can achieve this objective.
What You Deserve From Us
- Quality Care and Service
- A Committed Partner in Your Child’s Care
- Complete Information About Choices and Decisions
- Privacy and Confidentiality
- Appropriate and Professional Response to Feedback
- Barrier Free Access
What We Expect of You
- Accurate, Up-to-Date Information
- An Active Participant in Your Child’s Care
- Telling Us What We Are Doing Right
- Reporting Concerns as Outlined in our Client Complaint Process
- Informing us in a Timely Fashion of Cancellations
Client Complaint Process
At Thames Valley Children's Centre, we believe that the children and families that we work with deserve the best possible services. We work hard to make sure that the help we give is professional, and that it is offered in a way that respects the rights and individual needs of each child and family we see.
We know that there are times when a child, family or community professional may not be fully satisfied with our services. When this happens, we encourage you to let us know. We have a complaint procedure that you can use to let us know when there is a problem. We will work with you to find a solution. We encourage you to express your concerns, as this will not affect the availability of services to you and your family. We also welcome your feedback if you are especially happy with our service.
We ask that you first address your concern directly with the staff member involved. She/he will listen, discuss the issue with you and suggest ways to solve the difficulty. If this does not help, or you do not feel comfortable addressing your concern with the staff member, you can ask to speak with his/her Manager. Our receptionist can connect you with this individual.
A Manager will call you within five (5) working days. She/he will speak with you about your point of view and your wishes. She/he will offer ideas on how your issue can be resolved. If this effort is not sufficient, you can ask to speak with the Program Director.
You will hear from a Program Director within three (3) working days. Again, there will be a discussion and suggestions for resolution. If this still does not help, you can speak with the Chief Executive Officer.
The Chief Executive Officer will call you within three (3) working days to set up a meeting, in another attempt to reach a satisfactory resolution. She/he will listen to your concerns and, with others, try to settle the outstanding disagreements.
We want to work with you. However, if you feel that this process has been unsuccessful or you do not feel secure discussing your concern directly with us, there are other choices you can make. You can contact one of the following:
- Program Supervisor, Regional Office Ministry of Children and Youth Services: 519.438.5111
- The Office of Child and Family Services Advocacy: 416.325.5581
Privacy at TVCC
Information Brochure for Families (pdf) - Our Privacy practices and your right to privacy.
Protecting Everyone’s Health
Thames Valley Children’s Center is a health care facility. Many of the children who receive services from the Center have medical conditions that make it dangerous for them to get infections. Even a “cold” or the “flu” can be very dangerous for some children. Please help us to prevent the spread of infections and illnesses.
Signs that you or your child has an infection include fever, cough, rash, vomiting and diarrhea. If you have an appointment at one of the Thames Valley Children’s Center offices, or if a therapist is going to visit your home, and your or your child has any sign of infection, please call and cancel your appointment. If you are not sure if you should cancel your appointment, call and speak with your therapist. If you come to the appointment and you or your child is sick, you will be asked to return home without seeing the doctor or therapist. If the therapist comes to your home and you or your child is ill, then the appointment will be cancelled and rescheduled for a later date.
In the rare occasions when treatment is required for your child when he or she is sick (for example, chest physiotherapy), the government has issued regulations that tell us when we must wear. This may include a mask that covers the mouth and nose, goggles over the eyes, gloves on hands and a special gown that covers the clothes. This equipment helps to prevent the staff from becoming sick and from passing on infections to others.
Thank you for your consideration.