Public Health launches new client service standards

SUDBURY – Public Health Sudbury and Districts (PHSD) has launched its new client service standards. These standards are the agency’s public commitment to high-quality customer service. They describe what clients can expect from PHSD under normal circumstances and they guide interactions and set the bar for service delivery and responsiveness.

“Public Health Sudbury and Districts has developed client service standards as our public commitment to timely, quality, transparent and appropriate public health services for individuals across our service area,” said Dr. Penny Sutcliffe, medical officer of health and chief executive officer. “Our goal is that clients, partners and the public are aware of what they can expect from us and hold us to account.”

The new client service standards ensure that staff will respond to inquiries in a timely manner, offer bilingual services that respect the diversity of our clients, are culturally appropriate, accessible, grounded in evidence and tailored to the individual. The agency’s standards also include the protection of clients’ privacy and the commitment to keep information safe and secure.

Having an agreed-upon set of client service standards is a Ministry of Health requirement outlined in the Ontario Public Health Standards. These policies help to clarify expectations for clients and employees, drive service improvement, contribute to results-based management and promote public health accountability.

PHSD remains open to feedback to improve its programs and services and continually works toward healthier communities for all. Visit for more information.