Webinar recording: The Virtual Client Experience Survey for Mental Health and Addictions

On Tuesday, July 14, 2020 the Provincial System Support Program at CAMH facilitated a webinar about the Virtual Client Experience Survey for Mental Health and Addictions (VCES), recently released by the Centre of Addiction and Mental Health (CAMH).

Webinar resources

Watch the webinar recordingDownload the webinar slides.


The VCES takes a person-centered approach to considering all dimensions of health care quality, including safety, timeliness, effectiveness, efficiency and equity.

As a result of the COVID-19 pandemic, many organizations have shifted to providing a range of virtual health care services. It is important to evaluate the virtual care experience to ensure it:

  • facilitates access to care
  • meets client/patient expectations of high quality care
  • meets the needs of clients/patients.

The VCES offers organizations a tool to do this. There are two versions available. The full version, recommended for initial appointments and a short version (VCES-Brief), recommended for follow-up visits. They are available for free download.

Webinar objectives

By the end of this webinar, participants will be able to do the following:

  • Describe a person-centred and quality-of-care approach to implementing and delivering virtual care.
  • Identify opportunities to involve clients/patients in improving the quality of virtual care.
  • Use the VCES for virtual health planning and service delivery, including as a complement to the standardized Ontario perception of care tool for mental health and addictions (OPOC-MHA).

Who is this webinar for? 

  • Academic scientists, educators and researchers
  • Executives and department/unit leaders for mental health and addiction services
  • Government representatives and funders
  • Health care practitioners, allied health care workers and peer support workers working in the mental health and addiction sector
  • Quality improvement and client/patient safety officers supporting mental health and addiction programs


Allison Crawford, MD, PhD, FRCPC
Associate Chief, Outreach, Virtual Mental Health and Outreach, and ECHO
Co-Chair ECHO Ontario (www.echoontario.ca)
Clinician Scientist, CAMH
Associate Professor, Department of Psychiatry and Dalla Lana School of Public Health, University of Toronto

Eva Serhal MBA PhD
Director, Virtual Mental Health and Outreach
ECHO Ontario Mental Health and ECHO Ontario, CAMH


Deanna Huggett
Manager, Implementation
Provincial System Support Program at CAMH