Accountable to You

Donor Bill of Rights

1. To be informed of the organization’s mission, of the way the organization intends to use donated resources, and of its capacity to use donations effectively for their intended purposes.

2. To be informed of the identity of those serving on the organization’s governing board, and to expect the board to exercise prudent judgment in its stewardship responsibilities.

3. To have access to the organization’s most recent financial statements.

4. To be assured their gifts will be used for the purpose for which they were given.

5. To receive appropriate acknowledgement and recognition.

6. To be assured that information about their donations is handled with respect and with confidentiality to the extent provided by law.

7. To expect that all relationships with individuals representing organizations of interest to the donor will be professional in nature.

8. To be informed whether those seeking donations are volunteers, employees of the organization or hired solicitors.

9. To have the opportunity for their names to be deleted from mailing lists that an organization may intend to share.

10. To feel free to ask questions when making a donation and to receive prompt, truthful and forthright answers.

Donor Privacy Policy

The Stratford General Hospital Foundation recognizes your right to confidentiality and pledges to protect your privacy. We adhere to all applicable privacy legislation in Canada, the privacy guidelines of the Canadian Centre for Philanthropy; and abide by the Donor Bill of Rights and the Code of Ethical Principles and Standards of Professional Practice developed by the Association of Fundraising Professionals, the Canadian Centre for Philanthropy and the Association of Healthcare Philanthropy.

Please read our privacy statement online or call 272-8210 ext. 2627 or email [email protected].

To further protect your privacy, the Foundation does not sell, trade or otherwise share our donor’s names.

Complaint Handling Policy

INTRODUCTION:

This policy applies to complaints received by the Stratford General Hospital Foundation (Foundation).  A complaint is an expression of dissatisfaction alleging a grievance about the service, actions, or lack of action by the Foundation as an organization, or the conduct of staff, board members or volunteers acting on behalf of the Foundation.  It has been implemented to ensure that complaints are responded to in a timely, effective, transparent and consistent manner in order to continually improve how the Foundation interacts with it's donors and community members. Foundation staff are responsible for the application of this policy and for communicating this policy with all employees, directors, and volunteers ofthe Foundation as part of their orientation.

PROCEDURE:

The Foundation shall respond to all complaints and make very reasonable effort to investigate and respond as soon as possible.  A complaint can only be taken into consideration when it includes the full name of the complainant(s), the name of the organization (if any), and appropriate detail of the concern to demonstrate that the complaint is made in good faith. It is necessary to the complaints process that factual issues be distinguished from comment or opinion.  Complaints sumbitted anonymously will not be submitted to the complaint process but will be followed up on to determine whether further attention is required and/or the matter should be formally referred to the complaint process.  All complaints and communication regarding the complaints are confidential and will remain between the Foundation and the complainant(s).  Any complaints received in regards to the Stratford General Hospital are considered a Huron Perth Healthcare Alliance (HPHA) matter and will be referred to the appropriate department within HPHA.

Receiving and Handling the Complaint

Upon receipt of a complaint, every effort must be made by the Foundation to respond to the complainant(s) in a timely, effective, fair and respectful manner.  A complaint may be received verbally (by phone or in person) or in writing (by mail, fax, email).  Verbal complaints should be recorded when received.  The individual receiving the complaint must respond to or reslove the matter.  If further assistance is required, it must be transferred to another Foundation staff member who can investigate and respond expeditiously.  If the complaint is transferred, the receipient must acknowledge to the transferor that they have recevied it and will act upon it.  The transfer should be recorded in the Complaint File for tracking purposes.   If the complaint is about the Executive Director of the Foundation, it shall be referred to the Chair of the Board.  If the complaint cannot be responded to and resolved immediately, the complainant should be given a possible timeframe for response/resolution.

Resolving the Complaint

Upon the receipt of a written and signed complaint, the Foundation must send an acknowledgement letter to the complainant(s) within 3 business days of receipt, with a copy to the Executive Director of the Foundation.  This letter must include the following elements: Name of the person responsible for handling the complaint; The expected timeframe for action, if this can be determined, but attempts should be made for resolution or response within 10 business days.  Complaints that cannot be resolved within 10 business days must be transferred to the Executive Director of the Foundation for resolution.  The complainant(s) shall be kept informed of the status of their complaint.

Documenting the Complaint

All complaints must be recorded in the Complaint File which must, at least, include the following information: Date of complaint; Complainant(s)'s name, phone number, and email address; Nature of the complaint and the circumstances; Name of the person who is the subject of the complaint; The name of the individual that handled the complaint; and the date and conclusions of the decision rendered in connection with the complaint.  Records in the Complaint File must be maintained for a period of 5 years following the resolution date.

Reporting the Complaint

Foundation staff will report the status of complaints and resulting action to the Strategic Planning/Nominating Comittee at their next meeting.  Foundation staff must monitor the complaint file for systemic or process issues and, if necessary, provide reccomendations for improving services, plicies & procedures to the Strategic Planning/Nominating Committee

REVIEW:

This policy will be reviewed annually by the Strategic Planning/Nominating Committee as part of the Risk Management Report to ensure that the Foundation continues to comply with charitable laws, regulations, guidelines, and best practices.  In the interim, this policy may be revised or rescinded if the Strategic Planning/Nominating Committee deems fit.

For further assistance, call 272-8210 ext. 2627 or email [email protected].

Audited Financial Statements

2019-2020 Audited Financial Statements

2018-2019 Audited Financial Statements

2017-2018 Audited Financial Statements

2016-2017 Audited Financial Statements

2015-2016 Audited Financial Statements

SGH Foundation's T3010

SGH Foundation's T3010 on the CRA website