PATIENT, RESIDENT, CLIENT RIGHTS AND RESPONSIBILITIES

PATIENT RIGHTS

As a Patient you have the Right to:

  • Respect and Dignity:

  • Considerate, respectful and nondiscriminatory care.

  • Information: Understand your diagnosis, treatment, procedure, choices and prognosis and know the name, position, and qualification of all health care providers involved in your care.

  • Consent: Receive the information you need, as stated in the Health Care Consent Act, to make an informed decision about procedures and treatment.

  • Refusal: Refuse treatment, as defined under the Health Care Consent Act and/or obtain a second opinion regarding treatment plans.

  • Access and Participation: Receive necessary health care services, participate in your health assessment and treatment decisions; including ethical discussions, and have adequate time to ask questions about your condition.

  • Confidentiality: Have your medical record kept in confidence in accordance to the law.  Pain Management: Have an appropriate evaluation and treatment of your pain.

  • Complaints: Voice your concerns to administrative personnel or the appropriate department without fear of jeopardizing your care or treatment and receive prompt and courteous processing of your concerns.

  • Advanced Directives: Appoint a legally authorized person top make health care choices on your behalf if you become incapable and have your expressed wishes for your care followed.

PATIENT RESPONSIBILITIES

As a Patient you have the Responsibility to:

  • Respect and Dignity: Be considerate and thoughtful of other patients and visitors and to be considerate and respectful to your health care providers.

  • Information: Provide accurate and complete information concerning your present complaints, past medical history and other matters related to your health; notify those providing treatment of any changes in your condition or of any adverse reaction to prescribed care; and ask questions and seek information to understand your illness and/or treatment.

  • Consent: Comply with your health care provider’s instructions once you have agreed to the proposed treatment.

  • Refusal: Understand and accept the potential consequences of your refusal treatment.

  • Access and Participation: Keep the appointments and schedule given to you buy the health care providers involved in your care, notify your health care provider when appointments cannot be kept, and voice your wishes during discussions about your care.

  • Confidentiality: Maintain the confidentiality of information about others learned during the course of your treatment.

  • Pain Management: Provide timely and accurate information about your pain to your health care providers, work with your health care provider in developing a pain management plan, and follow your pain management plan.

  • Complaints: Assist the North Shore Health Network (NSHN) in providing the best of care by sharing your comments, suggestions, and concerns with the administrative personnel or the appropriate department.

  • Advanced Directives: Appoint a legally authorized person to carry out your expressed wishes if you become incapable and information your Substitute Decision marker of your wishes for future care.

RESIDENT RIGHTS

As a Resident you have the Right to:

  • Every resident has the right to be treated with courtesy and respect and in a way that fully recognizes the resident’s individuality and respects the resident’s dignity.

  • Every resident has the right to be protected from abuse.

  • Every resident has the right not to be neglected by the licensee or staff.

  • Every resident has the right to be properly sheltered, fed, clothed, groomed and cared for in a manner consistent with his or her needs.

  • Every resident has the right to live in a safe and clean environment.

  • Every resident has the right to exercise the rights of a citizen.

  • Every resident has the right to be told who is responsible for and who is providing the resident’s direct care.

  • Every resident has the right to be afforded privacy in treatment and in caring for his or her personal needs.

  • Every resident has the right to have his or her participation in decision-making respected.

  • Every resident has the right to keep and display personal possessions, pictures and furnishings in his or her room subject to safety requirements and the rights of other residents.

  • Every resident has the right to,

    • participate fully in the development, implementation, review and revision of his or her plan of care,

    • give or refuse consent to any treatment, care or services for which his or her consent is required by law and to be informed of the consequences of giving or refusing consent,

    • participate fully in making any decision concerning any aspect of his or her care, including any decision concerning his or her admission, discharge or transfer to or from a long-term care home or a secure unit and to obtain an independent opinion with regard to any of those matters, and

    • have his or her personal health information within the meaning of the Personal Health Information Protection Act, 2004 kept confidential in accordance with that Act, and to have access to his or her records of personal health information, including his or her plan of care, in accordance with that Act.

  • Every resident has the right to receive care and assistance towards independence based on a restorative care philosophy to maximize independence to the greatest extent possible.

  • Every resident has the right not to be restrained, except in the limited circumstances provided for under this Act and subject to the requirements provided for under this Act.

  • Every resident has the right to communicate in confidence, receive visitors of his or her choice and consult in private with any person without interference.

  • Every resident who is dying or who is very ill has the right to have family and friends present 24 hours per day.

  • Every resident has the right to designate a person to receive information concerning any transfer or any hospitalization of the resident and to have that person receive that information immediately.

  • Every resident has the right to raise concerns or recommend changes in policies and services on behalf of himself or herself or others to the following persons and organizations without interference and without fear of coercion, discrimination or reprisal, whether directed at the resident or anyone else,

    • the Residents’ Council, o the Family Council,

    • the licensee, and, if the licensee is a corporation, the directors and officers of the corporation, and, in the case of a home approved under Part VIII, a member of the committee of management for the home under section 132 or of the board of management for the home under section 125 or 129,

    • staff members,

    • government officials,

    • any other person inside or outside the long-term care home.

  • Every resident has the right to form friendships and relationships and to participate in the life of the long-term care home.

  • Every resident has the right to have his or her lifestyle and choices respected.

  • Every resident has the right to participate in the Residents’ Council.

  • Every resident has the right to meet privately with his or her spouse or another person in a room that assures privacy.

  • Every resident has the right to share a room with another resident according to their mutual wishes, if appropriate accommodation is available.

  • Every resident has the right to pursue social, cultural, religious, spiritual and other interests, to develop his or her potential and to be given reasonable assistance by the licensee to pursue these interests and to develop his or her potential.

  • Every resident has the right to be informed in writing of any law, rule or policy affecting services provided to the resident and of the procedures for initiating complaints.

  • Every resident has the right to manage his or her own financial affairs unless the resident lacks the legal capacity to do so.

  • Every resident has the right to be given access to protected outdoor areas in order to enjoy outdoor activity unless the physical setting makes this impossible.

  • Every resident has the right to have any friend, family member, or other person of importance to the resident attend any meeting with the licensee or the staff of the home. 2007, c. 8, s. 3 (1).

COMMUNITY SUPPORT SERVICES

CLIENT BILL OF RIGHTS

In accordance with the Home Care and Community Services Act (Section 3), at a minimum, Health Service Providers must ensure that the following rights of persons receiving community services are fully respected and promoted. A person receiving CSS services has the right to:

1. Be dealt with in a courteous and respectful manner and to be free from mental, physical and financial abuse by CSS;

2. Be dealt with in a manner that respects the person’s dignity and privacy and that promotes the person’s autonomy;

3. Be dealt with in a manner that recognizes the person’s individuality and that is sensitive to and responds to the person’s needs and preferences, including preferences based on ethnic, spiritual, linguistic, familial and cultural factors;

4. Information about the services provided to them and who will be providing the services;

5. Participate in the assessment of their requirements and, if eligible for service, the right to participate in the development, evaluation and revision of their Plan of Service (if applicable);

6. Give or refuse consent to the provision of any service;

7. Raise concerns or recommend changes in connection with the service provided to them and in connection with policies and decisions that affect their interests, to CSS, government officials or any other person, without fear of interference, coercion, discrimination or reprisal;

8. Be informed of the laws, rules and policies affecting the operation of CSS and to be informed in writing of the procedures for initiating complaints about CSS;

9. Have their records kept confidential in accordance with privacy legislation.

CLIENT RESPONSIBILITIES

In accordance with the North East Home and Community Care’s “Standard Operation Guidelines, November 2020” clients have responsibilities to ensure services are provided in a safe and respectful environment. All clients have the responsibility to:

1. Treat all workers (staff and volunteers) with respect free from discrimination and abuse (i.e. mental, physical, emotional, sexual, or financial);

2. Provide accurate and complete personal health information;

3. Disclose issues that may pose a risk to workers such as: decline in health; diagnosis of a communicable illness or symptoms of such illness; pests/rodents/bed bug infestation in the home;

4. Maintain a safe work environment, including:

a. Refraining from smoking while workers are present;

b. Securing pets away from workers;

c. Removing snow and ice from your home entrance (including driveway, walkway, and stairs);

d. Removing clutter from service areas;

e. Provide all supplies/materials required to complete service (i.e. cleaning supplies, vacuum, personal hygiene items, etc.);

f. Be home for scheduled time of service and if unable, notify CSS in a timely manner;

g. Participate in Plan of Service, including InterRAI CHA Assessments;

h. Communicate concerns and/or questions related to perceived risks in the Plan of Service.