Evaluation of the Targeted Walk-In Service Program of Canadian Mental Health Association Waterloo Wellington

The evaluation of the Targeted Walk-In Service program (TWIS) was conducted in collaboration with Canadian Mental Health Association Waterloo Wellington (CMHA-WW). This evaluation is made up of two components; a key informant interview study and a literature review. The key informant interviews were conducted with TWIS service providers to explore their insights regarding service delivery of the program and the implementation of client satisfaction surveys. From the interviews, there was an identified need to conduct a literature review to explore how community mental health programs, such as TWIS, can increase client satisfaction response rates. Findings from this evaluation will be used to inform the implementation of client satisfaction feedback methods for future programs and services across the CMHA-WW organization.