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Performance & Accountability Centre for Addiction
and Mental Health

Performance & Accountability

At CAMH, we strive to continually find new and better ways to enhance patient-focused care, increase patient satisfaction and achieve even better clinical outcomes. To that end, CAMH has focused on evidence-based clinical practices. We value our role in the community and understand our responsibilities as a public hospital to be transparent and accountable to our patients, their families, staff, stakeholders and the communities we serve. CAMH supports the Ministry of Health and Long-Term Care’s commitment to provide regular reports to the public. To improve accountability, we have focused on introducing quantitative measurements for processes and outcomes and have sought independent accreditation. Learn more about what we are doing below:

Accreditation Canada 2015: Exemplary Standing

On July 2015, CAMH was Accredited with Exemplary Standing-- the highest rating available-- by Accreditation Canada, a not-for-profit, independent organization that conducts an external peer review to assess the quality of health organizations’ services based on standards of excellence. You can view the Final Report (PDF) or Executive Summary (PDF) of CAMH's 2015 Accreditation.

Quality Improvement Plan (QIP)
CAMH’s Quality Improvement Plan (QIP), is one of the tools we are using to help us understand and improve our current performance in a variety of areas. The QIP is based on indicators described by Health Quality Ontario (HQO), which was created under the Excellent Care For All Act, 2010 and integrates the indicators that best apply to a specialty hospital like CAMH. The CAMH QIP is aligned with Hospital Service Accountability Agreement commitments, our Balanced Scorecard, and the corporate strategic goals and priorities for the CEO and the Executive Team.

Our QIP is focused on creating a positive client experience and delivering high quality health care. With this plan, everyone is able to very clearly see our targeted areas for improvement, chart and monitor our progress so that CAMH remains accountable to our community, clients, families and staff.

Performance-based executive compensation
At CAMH, the compensation plan for the executive leadership team (ELT) members includes an Incentive Payment Target (or “at risk” pay) of up to 25% of base salary for the CEO and up to 15% for all other ELT members. The purpose of this plan is to align ELT performance objectives and compensation with the attainment of CAMH’s strategic directions.

Of this “at risk” pay, 6.25% of the CEO’s pay and 3.75% of the Executive Leadership Team’s pay are linked to the QIP indicators and divided equally across the five quality dimensions.

In addition to tying executive compensation to the achievement of targets, organizational leadership are held accountable for achieving QIP targets by designating an executive lead for each target. The Executive Leadership as a team will review target performance and adjust activities quarterly - making refinements to activities as needed.

Mental Health and Addictions Quality Initiative

As part of our commitment to enhance accountability and transparency to our communities, CAMH has come together with the mental health care hospitals in Ontario and launched the Mental Health and Addictions Quality Initiative. Through this initiative, hospitals developed standardized performance indicators to measure key areas including client complexity, client outcomes, client access, staff safety, human resources, fiscal responsibility and client safety

Balanced Scorecard
In addition to the QIP, CAMH has a Balanced Scorecard that captures key aspects of quality and safety at CAMH. The Balanced Scorecard (PDF) is an accountability tool - it measures performance, at a high level, on a number of key indicators that are selected as one means of telling the story of CAMH’s progress in pursuit of its Strategic Directions, goals and objectives. These indicators are consistent with our mission of providing excellent care, conducting research across the spectrum of brain science to social and epidemiologic research, providing education to health care professionals and scientists, and contributing to the healthcare system through our leadership role in the mental illness and addiction sector. The Balanced Scorecard indicators are classified by the core domains of CAMH’s Strategy Map (below), along with key operational indicators found under ‘Sustain’. A dashboard reporting the status of all indicators provides an overview of the organization’s performance on a quarterly basis of continued strategic development as well as the performance and trending of individual indicators.

Balanced Scorecard

Client Experience Survey
The Client Experience Survey is one of our most important annual endeavours – that provides us with valuable feedback from the people we serve about some of the many aspects of their experiences of care here at CAMH. The survey helps us understand what we are doing well and where we need improvement -- and is a crucial component in our ongoing efforts in quality improvement.

Client relations
CAMH is committed to receiving and responding to feedback about the client/patient/family experience and all matters pertaining to the operation of the hospital. Validation and resolution of complaints expressed by clients/patients and their family members is an essential aspect of client centred and family sensitive care. At CAMH, a client/patient's right to share a complaint is protected under the CAMH Bill of Client Rights. In keeping with sustained efforts to actualize the VISION 2020 goals to “enhance recovery by improving access to integrated care and social support” and “earn a reputation for outstanding service, accountability and professional leadership”, clinical programs encourage clients/patients and their family members to share feedback about their hospital experience. If someone is not satisfied with how a program responds to their feedback, they are encouraged to contact the CAMH Client Relations Office and file a formal complaint. To learn more, please visit the Client Relations page.

Tracking Infection Control
CAMH updates its infection rates online on a monthly basis. Here you can find information about our hospital-acquired infection rates.

Best Practice Spotlight Organization
CAMH is a Best Practice Spotlight Organization, the designation awarded by the Registered Nurses’ Association of Ontario (RNAO) upon successful implementation, evaluation and knowledge translation of established Best Practice Guidelines. Read more.

Access to Information
The Freedom of Information and Protection of Privacy Act (FIPPA) gives members of the public the right to request access to CAMH records, other than health records. CAMH supports this increased public accountability and transparency. If you can't find what you are looking for and would like to make an access request, please visit our FIPPA page. You can also contact CAMH’s Information and Privacy Office at 416-595-6133. Questions? Contact

Energy Demand Conservation Plans
You can view the Energy Conservation Demand Management Plans for CAMH sites at Queen Street West (PDF), White Squirrel Way (PDF), College Street and Russell Street (PDF) as per the Ministry Green Energy Act, 2009 397/11.

Fiscal Accountability: Broader Public Sector Accountability Act Reporting Directives
Spending by hospital staff on travel, meals and hospitality are important areas of fiscal responsibility for CAMH, and our Expense Reimbursement and Business Travel Policy (PDF) reflects our accountability, transparency and compliance with the Broader Public Sector Accountability Act.

Executive Expenses
The travel, meals, and hospitality expenses for CAMH’s CEO/President, senior management team and board trustees from across the province are posted semi-annually after each reporting period on Nov 30 and May 31.

Public Sector Salary Disclosure (“the Sunshine List”)
In accordance with the Public Sector Salary Disclosure Act, 1996 aimed at making Ontario's public sector more open and accountable to taxpayers, CAMH annually discloses the names, positions, salaries and total taxable benefits of employees paid $100,000 or more in a calendar year for posting on the Ministry of Finance’s website.

CAMH Research Imaging Centre cyclotrons
CAMH is licensed by the Canadian Nuclear Safety Commission (CNSC) to operate two cyclotrons at its College Street location. The cyclotrons are particle accelerators that produce the short-lived positron emitting radionuclides for Positron Emission Tomography (PET), a technique that allows imaging of the brain chemistry. For more than two decades, CAMH has been a world leader in the application of cyclotrons and PET imaging to advance the understanding and improve the treatment of mental illnesses and addiction. Our discoveries are communicated to other scientists through scientific publications and conferences and to the general public via the media and this web site.

To ensure full public safety, the CAMH cyclotrons are enclosed in thick concrete bunkers to shield the public from the radiation they produce when they are in operation. Small amounts of airborne short lived radioactive gases may be released from time to time from a vent located on the top of the building about 50 meters above ground, so that the gases are widely dispersed and diluted before reaching ground level. As a result, members of the public are exposed to only negligible short lived radiation levels that are far below natural radiation levels and regulatory limits.

If you wish to obtain more information about the CAMH cyclotrons and their use in medical research, please explore the Research area of this web site or contact CAMH Public Affairs by telephone at (416) 535-8501 or 1 (800) 463-6273 [toll-free] or by e-mail to

In the event of an unforeseen event that could create concerns, CAMH is committed to inform the public promptly.

CAMH Switchboard 416-535-8501
CAMH General Information Toronto: 416-595-6111 Toll Free: 1-800-463-6273
Connex Ontario Help Lines
Queen St.
1001 Queen St. W
Toronto, ON
M6J 1H4
Russell St.
33 Russell St.
Toronto, ON
M5S 2S1
College St.
250 College St.
Toronto, ON
M5T 1R8
Eight offices across Ontario