Client Responsibilities and Principles of Care
This page outlines your rights and responsibilities as a client, as well as our Principles of Care.
Developed in partnership with our Client/Family Advisors, the Client Rights and Responsibilities help to outline our expectations for you in order to get the most out of your client experience and recovery journey.
Rights
- Respect
- Safety
- Equal Opportunity
- Receive service that is based on the Recovery and Harm Reduction Model
- Be Informed
- Speak and Be Heard Without Judgement
- Receive Service in a Language of Your Choice
- Report Complaints or Concerns
- Quality Services
- Privacy and the Expectation of Confidentiality
- Access Your Health Record Information
- Provide Feedback
Responsibilities
- Provide Feedback to Help Improve Services
- Tell Us If It Is Unsafe For You To Visit Us Or Us To Visit You
- Treat Workers With Respect and Courtesy
- Take Responsibility for the Decisions You Make
- Tell Us If You Need to Cancel or Reschedule Appointment Whenever You Can
- Provide Information To Us About Changes in Your Life as Needed
- Be An Active Participant in Your Recovery Process
- Ask Questions If You Don’t Understand Something
Principles of Care
Developed in partnership with our Client/Family Advisors, the Client Rights and Responsibilities help to outline our expectations for you in order to get the most out of your client experience and recovery journey.
Recovering
- Recovery is the ultimate goal. Interventions must facilitate that process.
- We help people to re-establish normal roles and get back into community life.
- We encourage and support people to get involved in normal community activities, such as school and work, throughout the rehabilitation process.
- We work to make our services coordinated, accessible, and available as long as needed.
Strengthening
- We help people to develop personal support networks.
- We help to enhance quality of life.
- We build on the strengths of each person.
- The involvement and partnership of both the person receiving services and their family members is pursued when possible.
Supporting
- We believe that all people have the capacity to learn and grow.
- People who get services from us have the right to direct their own affairs. That includes matters related to their mental illness.
- We constantly strive to improve the services we provide.
Including
- We treat all people with respect and dignity.
- We are always working to get rid of labeling and discrimination of all kinds. We have a special focus on fighting discrimination based on a disability such as mental illness.
- A person’s culture and background play an important role in recovery. They can be a source of strength and enrichment for both the person and the services we offer.
- We design our services to address the unique needs of each person, their culture, and their values.
Patient, Family and Caregiver Declaration of Values for Ontario
Note: The term patient is intended to be inclusive of all individuals who access health care regardless of the sector. The use of the word patient should not be interpreted as excluding those who receive care in settings where the term client, resident or person with lived experience are used.
