Client Bill of Rights and Responsibilities
PQWCHC recognizes the basic human rights of clients to independent expression, choice and action, and ensures that each individual is given consideration, privacy and confidentiality, and is treated with respect and dignity.
Clients of PQWCHC have the right to
- Receive considerate and respectful care;
- Participate in decision making affecting their care and the care of their children;
- Obtain complete current information concerning their diagnosis, treatment, and prognosis, in terms that the clients can be reasonably expected to understand;
- Know the name of the health care provider(s) responsible for their care;
- Receive information necessary to give informed consent prior to the start of any procedure and/or treatment;
- Withhold or withdraw their consent to collect, use or disclose their personal health information
- Make choices about their own health;
- Refuse treatment or advice and to be informed of the consequences of their refusal;
- Know how we may use and disclose their personal health information and how to get access to it;
- Be informed about preventative health care;
- Make a complaint about the care or services they received at PQWCHC; and
- Die with dignity.
Clients have the responsibility to
- Respect staff, students, volunteers and other clients, no matter what their race, gender, sexual orientation, gender identity, ability, financial status, ancestry, family status or background, consistent with the Ontario Human Rights Code;
- Be polite, patient, and understanding, to be considerate of others, and to respect property;
- Be on time;
- Ask their health care provider when they need more information or when they do not understand instructions;
- Follow the treatment plan agreed upon with their provider, or contact their provider when unable to do this; and
- Inform PQWCHC if they believe they were treated unfairly or received poor service.
Client Complaints
The client has a right to complain about the care or services received at the Centre. Complainants have the right to have their complaints reviewed and redressed without fear of embarrassment or reprisal. The complaint can be regarding a staff member, a volunteer, or a student, generally referred to as staff. A complaint may be made in person, by telephone and/or, in written format. The Client Complaint Policy and Procedures shall be posted in visible areas. A copy may be provided to any person on request. Resolution of the complaint should be timely so as not to delay appropriate action for the complainant.
To view details of the Client Complaint Policy, click on the link below:
Parkdale Queen West CHC will make every effort to resolve any complaints fairly, respectfully and timely.
The Client Complaint Policy is also available in accessible formats; please inform staff if such support is needed.
Interpretation support is available if you wish to receive the policy in a language other than English.
If you have any questions or need help understanding the policy, please speak to a staff member at the Centre or call 416.703-8482 ext. 2100.