Your Rights and Responsibilities as a Client
AS A CLIENT, YOU HAVE THE RIGHT TO . . .
- Be treated with courtesy and dignity;
- Receive high quality care free of discrimination;
- Privacy and confidentiality (within legal requirements);
- Information about the services provided to you;
- Information you can understand so you can make informed choices;
- Accept or refuse a treatment or service and/or seek a second opinion;
- Receive services in an accessible, safe and clean environment;
- Access your client record and control the release of information through your informed consent;
- Review a copy of your health records with your Practitioner;
- Withdraw your consent at any time; and
- Use the Organization’s complaint procedure if you have a concern about the service you have received.
AS A CLIENT, IT’S YOUR RESPONSIBILITY TO . . .
- Provide relevant information;
- Make decisions about your treatment plan and accept responsibility for the decisions you make about your health;
- Be courteous and respectful of other clients, volunteers and members of the staff;
- Recognize that the needs of other clients may sometimes be more urgent than your own;
- Recognize that providers need not provide any treatment that they consider to be medically or ethically inappropriate;
- Respect the time of staff and other clients by attending scheduled appointments and by calling to cancel or re-schedule an appointment if necessary.
IF YOU ARE NOT HAPPY WITH THE SERVICE YOU HAVE RECEIVED
We encourage you to speak directly to the staff member involved first. If, for any reason, you are not able to raise your concern with the staff member involved, or if you are not satisfied with the response, please bring this information forward to the attention of our Executive Director. You can do this by completing the “I have a concern…” form found in the waiting room.
We want to continue to improve the programs and services we offer to individuals and the community of North Lanark. If you have a concern, we welcome knowing about it. Often, we may not know that a problem exists until it is brought to our attention.
If you have a concern that you would like to raise, you can bring it to the attention of
John Jordan , Executive Director, 613-259-2182.