Client Bill of Rights & Client Responsibilities

Client Bill of Rights

As a Client, family member, substitute decision maker or caregiver, you have the right to expect that every Right at Home Canada employee, manager, office owner and contracted care provider shall respect and promote your rights as follows:

1. To be dealt with in a respectful manner and to be free from physical, sexual, mental, emotional, verbal and financial abuse by the provider.
2. To be dealt with in a manner that respects your dignity and privacy and that promotes your autonomy and participation in decision-making.
3. 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.
4. To receive Right at Home care services free from discrimination on any ground of discrimination prohibited by the Human Rights Code or the Canadian Charter of Rights and Freedoms.
5. A Client who is First Nations, Métis or Inuk has the right to receive Right at Home care services in a culturally safe manner.
6. To receive clear and accessible information about your Right at Home care services that is in a format that is accessible to you.
7. To participate in the assessment and reassessment of your needs, as well as the development and revision of your care plan.
8. To designate a person to be present with you during assessments and to have them participate in the development, evaluation and revision of your care plan.
9. To receive assistance in coordinating your care services.
10. To give or refuse consent to the delivery of any of your care services.
11. To raise concerns or suggest changes about the care you receive from RAH. This includes sharing your opinions on policies and decisions that impact you. You can communicate with any RAH employee, care provider or anyone else without fear of interference, coercion, discrimination, or reprisal.
12. To be informed of the laws, rules and policies affecting the delivery of RAH care services, including this Client Bill of Rights, and to be informed, in writing, of the procedures for initiating complaints about the care services you are receiving.
13. To receive responsive communication and follow-up from your Right at Home Canada Care Office when assistance is needed or requested.
14. To receive care in privacy and the opportunity to confidentially share any questions or concerns; and to refuse observation by those not directly involved in care.
15. Confidentiality of all records (except as otherwise provided for by law, third party payer contracts or pursuant to prior written consent) and all communications between you and your health care providers.
16. To access to all health records pertaining to you, challenge your records, have your records corrected for accuracy and transfer information from all such records.
17. To formulate advance directives (known also as Living Wills or Powers of Attorney for Personal Care) and be assured that your Care Office will not condition the provision of care or otherwise discriminate against you based on whether or not you have executed an advance directive. To receive notification of Right at Home Canada policy regarding withdrawal or withholding of resuscitative services / life sustaining treatment (i.e. CPR) in the event of a cardiac arrest or a respiratory arrest.

Client Responsibilities

In addition to having rights and expectations as a client, you also hold responsibilities. As a valued client of Right at Home Canada (RAH), you have the important responsibility to:

1. Treat all RAH care providers and administrators with courtesy and respect, free from discrimination, harassment and acts of violence (e.g. yelling, name calling, threats).RAH will not accept discrimination that violates an employee’s rights and safety.
2. Provide a safe working environment for Right at Home care providers and administrators:
   • Providing a smoke and vape free environment.
   • Securing pets during visits
   • Ensuring that walkways to the home are well lit and clear of ice and snow.
3. Securing all illegal and potentially harmful materials (including weapons)
4. Participate in the development and update of your care plan and adhere to this care plan including proactively informing Right at Home Canada of any known changes / needs relative to you.
5. Give accurate and complete health information concerning your past and present illnesses, hospitalizations, doctor appointments, medications, allergies and other pertinent items.
6. Keep your Care Planner informed about any changes to your health status and/or support system.
7. Understand the Right at Home Canada Care Office Policies about cancellation of care shifts or services.
8. Inform your Care Coordinator and/or Care Planner, in advance if you are not available for your scheduled care service.
9. Inform us of any changes to your contact information and/or address of care.
10. Work together with your Care Planner to identify and resolve any concerns related to your care.
11. Request further information concerning anything you don’t understand.

Both the Client and the Right at Home care providers and administrators share a joint responsibility to ensure the Client rights are met. However, under certain conditions, the RAH care providers have the right to leave at any time should they feel unsafe.