262 Commercial Street, North Sydney, NS B2A 1B8

East Coast Psychotherapy & Trauma Clinic

Grievance Policy & Procedure

Our goal is for each client to feel valued! Contact us and we will happily address your concern.

Disability Access:

If you have questions about accessibility, accommodation requests, or would like to report an accessibility-related concern,
please contact ECPTC at info@eastcoastpsychotherapy.ca or call us at 902-561-1100

Grievances:

Our group mental health practice is committed to providing high-quality services to all clients. We recognize that complaints or grievances may arise from time to time, and it is our responsibility to address them promptly and effectively to ensure client satisfaction and continuous improvement of our services.

All grievances must be submitted in writing to info@eastcoastpsychotherapy.ca. Upon receiving a written complaint or grievance, a designated team member will contact the client to acknowledge receipt of the complaint within 3 – 5 business days and communicate that their concern is being addressed.

Please take note of the following organizational grievance policy, which details how your complaint will be addressed by ECPTC:

Complaints or grievances received in writing or via email are received for review by the Clinical Director. Other members of ECPTC based on clinical distribution, experience, professional specialty, etc. may also be consulted. The Clinical Director and other relevant organizational members will review the complaint or grievance, and may request more information, however informal, of the allegation from the aggrieved. The complaint or grievance and any supporting information will be reviewed and discussed. The Clinical Director and relevant advisors will propose and approve a resolution which will be communicated to the client in writing. The Clinical Director or designated team member will follow up with the client after a reasonable period to ensure their satisfaction with the resolution. Any additional steps required to fully resolve the grievance will be taken promptly and may include consultation with external regulatory organizations.

All complaints and grievances will be handled with the utmost confidentiality, and only those directly involved in the investigation and resolution process will have access to the information provided.