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Client Rights and Privacy

Client Rights & Privacy

Client Bill of Rights

  • To be dealt with in a respectful manner and to be free from physical, sexual, mental, emotional, verbal and financial abuse. 
  • To be dealt with in a manner that respects your dignity and privacy, and that promotes your autonomy and participation in decision-making. 
  • To be dealt with in a manner that recognizes your individuality and that is sensitive to and responds to your needs and preferences, including preferences based on ethnic, spiritual, linguistic, familial and cultural factors.
  • To receive home and community care services free from discrimination as per the Human Rights Code or the Canadian Charter of Rights and Freedoms. 
  • A patient who is First Nations, Metis or Inuk has the right to receive home and community care services in a culturally safe manner. 
  • To receive clear information about your home and community care services in a format that is accessible to you.
  • To participate in the assessment and reassessment of your needs, as well as the development and revision of your care plan. 
  • To designate a person to be present with you during assessments, and to participate in the development, evaluation and revisions to your care plan. 
  • To receive assistance in coordinating your services. 
  • To give or refuse consent to the provision of any home and community care service. 
  • To raise concerns or recommend changes related to the services that you receive, and with policies and decisions that affect your interests, without fear of interference, coercion, discrimination or reprisal. 
  • To be informed of the law, rules, and policies affecting the delivery of the home and community care services, including this Patient Bill of Rights, and to be informed, in writing, of the procedures for initiating complaints about the services you are receiving.  

Ontario Patient Declaration of Values

ONE CARE supports the Ontario Patient Declaration of Values as developed in 2019 by the Government of Ontario and the Minister’s Patient and Family Advisory Council.

The purpose of this Patient Declaration of Values, drafted by the Minister’s Patient and Family Advisory Council in consultation with Ontarians, is to articulate patients’ and caregivers’ expectations of Ontario’s health care system. The Declaration is intended to serve as a compass for the individuals and organizations who are involved in health care and reflects a summary of the principles and values that patients and caregivers say are important to them. The Declaration is not intended to establish, alter or affect any legal rights or obligations, and must be interpreted in a manner that is consistent with applicable law.


Your Privacy

In 2004 a provincial law was passed called the Personal Health Information Protection Act.

This law was put into place to offer some guidelines and protection for personal health information gathered by Health care agencies and professionals.  These include Hospitals, Doctors, Nurses, Medical Clinics, Community Care Access Centres, Community Support Agencies and and Health Care Professional who has personal health information on file.

ONE CARE Privacy Statement ONE CARE acknowledges the individual’s right to privacy and is committed to protecting the confidentiality of its clients’ personal information.

  1. Inform clients on programs and services available
  2. Identify the most appropriate services for clients
  3. Deliver services specific to individual clients’ needs and eligibility
  4. Maintain billing and accounting information related to services used by a client

CONSENT We require your consent to collect, use and share information needed to provide the services that you request.

Your information is only shared with individuals/providers directly involved in your healthcare. You have the right to withdraw your consent at any time.

CONFIDENTIALITY ONE CARE staff and volunteers strive to ensure that your information is kept confidential.

CLIENT ACCESS You have the right to view your information on file and to request changes. Communication between clients and staff ensures that information is kept up to date.

FILING A COMPLAINT If you have a concern related to the handling of your information contact the ONE CARE Privacy Officer at 1-877-502-827

Accessibility Standards

ONE CARE is committed to being responsive to the needs of all its clients, volunteers and staff.  To do this, we must recognize the diverse needs of all individuals and respond by striving to provide services and facilities that are accessible to all.  As an employer, and a provider of services, ONE CARE is committed to ensuring its services and information are provided in an accessible manner. 

ONE CARE will promote accessibility through the development of policies, procedures and practices and by ensuring they consider people with disabilities.  To do this we must ensure the policies, procedures and practices address integration, independence, dignity and equal opportunity.

Ongoing responsibility for compliance to the Accessibility for Ontarians with Disabilities Act is assigned to the Accessibility Inclusion Diversity Equity committee.

 ONE CARE services will be provided in a manner that respects the dignity and independence of persons with disabilities. Persons with disabilities will be given an opportunity – equal to that given to others – to obtain, use and benefit from the services. The provision of services to persons with disabilities, and others, will be integrated unless an alternate measure is necessary, whether temporarily or permanently, to enable a person with a disability to obtain, use or benefit from the services.

Our full Accessibility Standards for Customer Services and Assistive Devices Policy can be found here.

Our MultiYear Accessibility plan can be found here.