Client Rights and Responsibilities

All people are welcomed at the centre regardless of race, colour, creed, culture, language, economic status, gender, sex, sexual orientation, religion, national origin, dis/ability, age, marital status, family relationship, record of offences, receipt of public assistance, and health status. The Centre prohibits discrimination based on provincial and federal human rights.

Clients of the Centre are encouraged and assisted, if necessary, to exercise their rights within the Centre and as citizens. Clients are also encouraged to make known any concerns, complaints, recommendations or suggestions to staff or to the Board of Directors, free from restraint, interference, coercion, discrimination or reprisal.

Primary Health Care clients of Parkdale Community Health Centre must live within the neighbourhood bounded by Bloor to the north, Lakeshore to the south, Parkside to the west and Dovercourt to the east.

My rights:

  1. I have the right to receive quality care and treatment that respect my social, cultural, spiritual and physical needs.
  2. I have a right to be treated with respect and dignity by all staff, students, volunteers, and clients of PCHC.
  3. I have a right to know the name and title of my health care provider and to receive health care by qualified staff that meets professional standards.
  4. I have a right to know about services available at the centre and how to access such services.
  5. I have a right to confidentiality of my health care records except where information is shared between staff in PCHC to assist my provider in giving me better care; and where PCHC is required by law to provide such information.
  6. I have a right to give consent before information is release from my record to someone not authorized by law or for those purposes listed in clause # 5.
  7. I have a right to privacy during personal interviews, counseling, and care of personal health needs.
  8. I have a right to say no to being photographed, videotaped or audio taped at PCHC and to give written and informed consent (for myself, children, or people in my care who are unable to give informed consent) prior to being photographed, videotaped or audio taped at PCHC.
  9. I have a right to ask questions, to be listened to, to have my concerns taken seriously and to get complete information about my illness or health problem.
  10. I have a right to see a copy of my health record on request, and to understand what it means.
  11. I have the right to accept or say no to a treatment or to a medication recommended by my health care provider and also participate or decline to be involved in research and/ or experiment or any program or service offered by PCHC.
  12. I have a right to a second opinion on any treatments, or surgical procedures recommended by health care provider at PCHC or elsewhere.
  13. I have a right to bring complaints, concerns and suggestions about the services or treatment I receive at the centre to the attention of anyone with whom I am working, to management, or to the Board of Directors.
  14. I have a right to expect a respectful and timely response to all complaints regarding my relationship with PCHC.
  15. I have a right to appoint a substitute decision-maker to make health care related decisions on my behalf.

My responsibilities:

  1. I have a responsibility to keep my appointments.
  2. I have a responsibility to notify the centre if I need to cancel an appointment.
  3. I have a responsibility to follow the treatment plan my health care provider and I have agreed upon.
  4. I have a responsibility to treat my health care provider, other staff and other clients with respect and courtesy.
  5. I have a responsibility to tell my health care provider that I need more information or that I do not understand her/his instructions.
  6. I have a responsibility to report unexpected changes in my condition to my health care provider.
  7. I have a responsibility to ask questions about my illness or health problems so that I can make informed choices.
  8. I have a responsibility to inform PCHC if I move outside the Parkdale catchment area.
  9. I have a responsibility to supervise my child/ren in the play area at the centre.
  10. I have a responsibility to share with my provider any information that may assist her/him in developing appropriate plan care.
  11. I have a responsibility to abide by PCHC’s policies and procedures.

How to Make a Complaint

Parkdale CHC clients have the opportunity to express grievances/complaints regarding the services provided by Parkdale. All complaints will be handled in a fair, respectful and timely manner.

  •  The responsibility for handling complaints or allegations shall rest with the Executive Director.
  •  Informal resolution of difficulties should be sought between the staff member and the complainant whenever possible before the formal procedures are put into place.
  •  The resolution of the complaint should be timely so as not to delay appropriate action for the complainant or cause undue stress for the staff member.
  •  The client submitting a complaint may continue to access all of PCHC’s services during the investigation. If the client prefers not to receive service from PCHC, the investigating manager works with the client to make a referral to another organization or program that meets his/her needs.

Formal Complaint Process

Step One

  1.  Person with complaint will submit details of complaint. Complaints concerning the conduct of PCHC services must be in writing to be formally investigated. Complaints lodged over the telephone will be referred to the Executive Director. The provider is then notified of the complaint and asked for his/her comments regarding the issue. Usually the concern can be resolved by the Executive Director acting as a liaison between the provider and complainant.
  2.  Executive Director, upon receiving the formal complaint will assign manager to investigate the issue; within two days provide the complainant with the name and phone number of the investigating manager, and details of the complaints procedure.
  3.  Investigating Manager will complete the investigation and provide a written response to the complainant as soon as possible (no longer than eights weeks). When possible, the response should indicate changes that will occur or reason(s) why changes cannot occur. If more than four weeks is required to complete the investigation, a written explanation about the delay is provided.
  4.  If person with complaint is not satisfied with the response, a complaint can be lodged with the Chair of PCHC’s Board of Directors

 Step Two

  1.  The person with complaint will submit a written explanation of their dissatisfaction to the Chair of the Board of Directors within four weeks of receiving investigating manager’s written reply.
  2.  The Chair of the Board of Directors will refer complaint to the Board’s Steering Committee. Steering Committee will consider complaint at the next committee meeting. They will provide complainant with written reply within six weeks of the meeting.