Hôtel-Dieu Grace Healthcare Mental Health and Addictions Urgent Crisis Centre (MHAUCC) Celebrates One Year of 24/7 Walk in Service and Community Impact

WINDSOR, ON – A mental health or addictions crisis can impact anyone at any time. When someone is facing a crisis, timely access to care can change and even save lives.

In Windsor-Essex, Hôtel-Dieu Grace Healthcare’s (HDGH) Mental Health and Addictions Urgent Crisis Centre (MHAUCC) has become that vital point of access for individuals in need. Ensuring that access was available whenever someone needed it was crucial to HDGH and its partners, which is why one year ago in July 2025, the Centre officially expanded its services to operate 24 hours a day, seven days a week, 365 days a year, ensuring that help is always available, whenever it’s needed most.

This expansion was the final stage in making the MHAUCC 24/7 for all crisis services; including walk-in, police or Emergency Medical Services (EMS) drop off, and phone services through our Crisis Line 519-973-4435.

Over the past year, the impact of this expansion has been significant. Between July 2025 and May 2026, the MHAUCC recorded 4,222 visits, reflecting a growing demand for specialized, accessible crisis care. Of those visits, 713 addictions consults were performed, and 1,184 psychiatric consults were scheduled. Notably, 1,145 of the total MHAUCC visits occurred between 8:00 p.m. and 8:00 a.m., underscoring the importance of overnight services for individuals who cannot safely wait for daytime support.

During the same dates, MHAUCC saw 192 drop-offs from EMS and 27 from police partners, demonstrating strong collaboration across emergency services to ensure individuals are directed to the most appropriate care setting, and allowing our community’s first responders to get back on the road to help more individuals in need. Additionally, 720 referrals from local emergency departments highlight MHAUCC’s critical role in redirecting patients away from busy EDs to more specialized, timely support. By offering a dedicated, specialized alternative, the Centre improves patient experience while supporting a more efficient and sustainable healthcare system overall.

This model is helping transform how mental health and addictions crises are managed in the region. Individuals who access the MHAUCC are quickly connected to a multidisciplinary team of experts, including nursing, social work, addiction specialists, and psychiatry, all working collaboratively to assess a client’s unique needs and plan next steps.

For individuals requiring additional support, the MHAUCC facilitated direct transitions to other community services. A total of 479 clients were connected to HDGH’s Withdrawal Management Services program, ensuring continuity of care for those navigating substance use challenges.

Beyond the numbers, the most powerful measure of impact comes from the voices of those who have received care. Clients consistently speak to the compassion, responsiveness, and effectiveness of the service.

One client expressed, “I am so grateful that this place exists…Thank you from the top, bottom, left, and right side of my heart.” While another shared, “This place has helped me more than any of my words can express.”

For many, four significant words reflect the true essence of MHAUCC: “You saved my life.”

These reflections highlight the critical role the MHAUCC plays not just as a point of care, but as a place of hope and healing.

One year after expanding to 24/7 operations, the MHAUCC stands as a strong example of how integrated, community-based care can improve access, outcomes, and experiences for people facing mental health and addictions crises. Through continued collaboration with emergency services, hospitals, and community partners, the MHAUCC is ensuring that individuals in Windsor-Essex have a place to turn – any time, day or night.

As demand continues to grow, so too does the impact of this vital service, delivering on its promise to provide timely, specialized, and life-changing care when it matters most.

MEDIA CONTACT:

Nicole Crozier, Director of Communications and Mission

Hôtel-Dieu Grace Healthcare

(226)-345-9710

nicole.crozier@hdgh.org

Quotes:

“The expansion of the Mental Health and Addictions Urgent Care Centre to 24/7 operations was driven by a simple but critical belief: mental health and addictions crises don’t follow a schedule, and neither should access to care. Over the past year, we have seen firsthand the impact of providing specialized support whenever it is needed, whether through walk-in services, our Crisis Line, or referrals from EMS, police, and hospitals. The more than 4,200 visits to the Centre demonstrate both the growing need for these services and the value of having a dedicated place where individuals can receive timely, compassionate, expert care. We are proud of the partnerships that have made this model possible and grateful to our staff, physicians, and community partners who continue to ensure that people facing mental health and addictions challenges have somewhere to turn, 24 hours a day, seven days a week.” - Bill Marra, President and CEO, Hôtel-Dieu Grace Healthcare

“Over the past year, the Mental Health and Addictions Urgent Crisis Centre has become an essential and valued partner for the Windsor Police Service. With 24/7 access to the Centre, our officers have a dedicated place to bring people in crisis, where they can voluntarily access the right care and support. This allows our officers to return to the road sooner, increasing our capacity to respond to urgent calls and protect our community.” - Jason Crowley, Chief, Windsor Police Service

“The Mental Health and Addictions Urgent Care Centre continues to be a strong and trusted partner for Essex-Windsor EMS. Over the last year, its 24/7 access has provided our Paramedics with an appropriate care option for individuals experiencing a mental health or addictions crisis who are willing to receive specialized support. This partnership promotes timely, patient-centred care while allowing Paramedic crews to return to service sooner and remain available for emergency calls across Windsor and Essex County.” - Slawomir Pulcer, Deputy Chief Professional Standards, Essex-Windsor EMS

“Windsor Regional Hospital values our partnership with HDGH and welcomes all opportunities to work together to identify improvements to patient care access throughout our health system – now and into the future.”- Kristi Cecile, WRH Clinical Vice-President.” - Windsor Regional Hospital