At Sandy Hill Community Health Centre (SHCHC), we are committed to providing safe, respectful, and inclusive care. This document explains your rights and responsibilities as a client.
Your Rights as a Client
- Respect, safety, and inclusion
You have the right to:
- Be treated with kindness, dignity, and respect
- Feel welcome and included, regardless of your background, culture, identity, or life experience
- Receive care in a safe and clean space that is free from discrimination and harassment
- Receive reasonable accommodation for accessibility, language, or other needs
- Your care and decision-making
You have the right to:
- Know the name and role of the health-care providers involved in your care
- Take part in decisions about your health and care
- Have information explained in a way you can understand and have time to ask questions
- Say yes or no to care or treatment. Your care team will explain what each choice could mean for your health so you can make an informed decision.
- Have a family member, friend, or support person involved in your care, if you choose
- Privacy and your health information
You have the right to:
- Have your privacy respected and your personal health information kept confidential
- Access your health record and ask for corrections if something is wrong
- Make choices about how your personal health information is collected, used, or shared, where the law allows.
- Communication and feedback
You have the right to:
- Receive services in the official language of your choice
- Share feedback or make a complaint about your care without impacting the care you receive here
Your Responsibilities as a Client
- Respectful and safe behaviour
You are responsible for:
- Treating staff, other clients, visitors, and SHCHC property with respect
- Helping to keep SHCHC a safe place by following all laws and centre policies
- Avoiding behaviour that may harm others, including:
- Shouting, verbal abuse or harassment
- Aggressive behaviour, intimidation, threats, or violence
- Sexual harassment
- Using alcohol or illegal drugs on SHCHC property
- Being intoxicated to a level where care cannot be provided
- Not smoking on SHCHC property
- Wearing no or low-scent products to protect people with sensitivities
- Following safety, emergency, and procedural instructions from staff
- Taking part in your care
You are responsible for:
- Providing accurate and complete information about your health, as best you can
- Asking questions if you do not understand instructions or information from your care provider
- Work with your care team to create and follow a care or treatment plan that meets your needs. If your situation changes or you cannot follow the plan, let your care provider know so you can make changes together.
- Appointments and communication
You are responsible for:
- Letting us know if your contact information changes
- Arriving on time for appointments and programs
- Attending booked appointments or cancelling at least 24 hours in advance
- Privacy and confidentiality
You are responsible for:
- Respecting the privacy and confidentiality of others in group programs or counselling
Important to Know
The best care happens when clients and SHCHC work together. By sharing responsibility for respectful communication, safety, and partnership in care, we can create an environment where everyone is treated with dignity, feels supported, and is able to receive the care they need.
If you have questions about your rights or responsibilities, please speak with an SHCHC team member.