Client Bill of Rights

Right #1 – Right to be Treated with Respect

Every client:

• is a person first, and has the right to be treated with respect.
• has the right to be treated in a respectful manner, regardless of her/his race, culture, colour, heritage, religion, sex, age, mental or physical disability, class/economic position, sexual orientation, gender identity, diagnosis, inpatient status, or legal status.
• has the right to have her/his privacy respected.
• has the right to respect of her/his needs, wishes, values, beliefs and life experience.
• has the right to be free from physical, sexual, verbal, emotional and financial abuse.
• has the right to have services provided in a manner that respects the dignity, independence and self-determination of the individual.

Right #2 – Right to Dignity and Independence

Every client:

• has the right to confidentiality about personal information and records in accordance with the law.
• has the right to have their religious observances, practices and style of dress respected by Toronto North service providers.
• has the right to manage her/his own financial resources unless found to be financially incapable.

Right #3 – Right to Quality Services that Comply with Standards

Every client:

• has the right to have services provided in a manner that complies with legal, professional, ethical, and other relevant standards.
• has the right to identify their own needs, and to have those needs considered in accordance with their service plan.
• has the right to be informed fair and equitable access to a range of services.
• has the right to a choice of services, and will not be denied our service because they choose not to utilize another service.
• has the right to have their client file record only relevant and useful facts, and avoid unfounded conclusions, prejudice, value judgments and labeling.
• has the right to access support to meet basic needs.
• has a right to services that emphasize client decision-making and individuality, and promote empowerment
• has the right to have services provided in a manner that minimizes potential harm, and optimizes quality of life.
• has the right to co-operation and collaboration among providers to ensure quality and continuity of client centered service (including integration with other healing practices), in support of wellness and recovery.
• has the right to be informed of the name and staff title of those providing services to her/him
• has the right to: participate in creating an individualized, written recovery plan and service; consent to it; and receive a copy of it.
• has the right to seek additional medical and recovery supports.
• has the right to assistance with meeting their basic needs, accessing education and vocational training, income, getting identification, housing, employment, social supports, recreation, and health care.
• has the right to be involved in their discharge planning, and to have access to information about various support options available in the community, including self-help organizations.
• has the right to access confidential support when needed: counseling, rights advice, advocacy, legal counsel, other supports of his or her choice.
• has access to Toronto north’s Code of Conduct and Code of Ethics

Right #4 – Right to Open and Accessible Communication

Every client:

• has the right to effective communication in a form, language, and manner that assists the client to understand the information provided. Where necessary, this includes the right to support and seek out a competent interpreter.
• has the right to an environment that enables both client and provider to communicate openly, honestly and effectively.
• has the right to be informed of her/his rights in this Bill of Client Rights
• a substitute decision maker or appointed representative has the right to information, including written information on request, of:
  1. The recovery plan that is proposed.
  2. An explanation of the alternative options/support including no support
• has the right to honest and accurate answers to questions relating to services, including questions about:
  1. The name and qualifications of the provider.
  2. The recommendations for supports or services.
  3. Where to access additional information if wanted.
  4. Changes to service and service providers.
• has the right to view her/his client file without undue difficulty.
• has the right to have her/his client file corrected by adding a statement of disagreement to it in accordance with the law.
• has the right to information requested about Toronto North policies and procedures relevant to their service(s)

Right #5 – Right to Make Informed Choices

• No support/services shall be given without the client’s informed consent, except in accordance with the law.
• Consent to service can be withdrawn at any time
• Every effort must be made to promote understanding and access to information about proposed services
• Every client is presumed to have decision-making capacity unless found to be incapable
• Every client has the right to be fully involved in support decisions including location, duration and type of support
• Every client has the right to be involved in the development of her/his service or recovery plan and future goals

Right #6 – Right to Voice Concerns

Every client:

• has the right to voice concerns or make a complaint
• has the right to make a complaint without retribution
• can make a complaint to: the individual(s) who provided the service, the Program Manager, the Executive Director
• The client will be informed of any relevant internal or external complaints procedures.
• In the case of complaints made through the agency complaint process:
  • Toronto North Support Services must facilitate the fair and efficient resolution of complaints.