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Lesson Learned: Responding to Feedback

We've heard you and will change how we respond to feedback.

The Student Wellness Hub receives feedback from students through a variety of different channels—in person, via online webforms, by e-mail and, occasionally, through social media.

Whenever we receive feedback from a student about difficulties accessing care, lengthy wait times, or other difficulties, Hub staff contact the student and try to find a solution. We troubleshoot these kinds of problems every day. Especially when students indicate they have had to wait longer than our usual wait times, it’s important that we find out what happened. Our systems are new and there are still bugs and inefficiencies that we continue to work on. For instance, if a student mentions waiting several months to access care when our current average wait time is only a few weeks, we need to find out why that happened.

In our attempts to find solutions quickly, we sometimes reach out to students over the phone. We have received feedback that expectations about communication have changed, and we deeply regret if we have offended students that found this intrusive.

We hear and appreciate this feedback and will change this practice, effective immediately. Going forward, we will instead direct any students who reach out on social media to contact us via e-mail so we can troubleshoot together and help them access our services.

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