Client Bill of Rights

(Adapted from Section 9, O Reg 187/22 Home and Community Care Services, under Connecting Care Act, 2019)

Client Rights and Links2Care Responsibilities

As a client of Links2Care, you have rights including, but not limited to, those outlined below:

1. A client has the right to be dealt with in a respectful manner and to be free from physical, sexual, mental, emotional, verbal and financial abuse.
2. A client has the right to be dealt with in a manner that respects the client’s dignity and privacy and that promotes the client’s autonomy and participation in decision-making.
3. A client has the right to be dealt with in a manner that recognizes the client’s individuality and that is sensitive to and responsive to the client’s needs and preferences, including preferences based on ethnic, spiritual, linguistic, familial and cultural factors.
4. A client has the right to receive 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 services in a culturally safe manner.
6. A client has the right to clear and accessible information about their services.
7. A client has the right to participate in the assessment of their needs, the development of their care plan, the reassessment of their needs and the revision of their care plan.
8. A client has the right to designate a person to be present with them during assessments.
9. A client has the right to designate a person to participate in the development, evaluation and revision of their care plan.
10. A client who receives more than one service has the right to receive assistance in co-ordinating their services from the health service provider or Ontario Health Team.
11. A client has the right to give or refuse consent to the provision of any care service.
12. A client has the right to raise concerns or recommend changes in connection with the service provided to them and in connection with policies and decisions that affect their interests, to Links2Care, without fear of interference, coercion, discrimination or reprisal.
13. A client who receives services has the right to be informed of the laws, rules and policies affecting the operation of the provider of the care service, including this Client Bill of Rights, and to be informed, in writing, of the procedures for initiating complaints about the provider.

Links2Care Responsibilities

Links2Care is committed to protecting and promoting the rights of every client. We will provide services in a manner that is respectful, safe, accessible, person centered, and free from discrimination. We will ensure clients receive information about their rights, how to express concerns, and how to access support when needed.

Links2Care is committed to:

1. Providing services with dignity, respect and compassion while recognizing each client’s individuality, preferences, culture, language, beliefs, and life experiences.
2. Protecting client privacy and confidentiality and collecting, using, and disclosing personal information in accordance with applicable privacy legislation and organizational policies.
3. Providing services free from abuse, neglect, discrimination, harassment, coercion, or reprisal and taking immediate action when concerns are identified.
4. Providing clear, accurate, and accessible information about services, eligibility, fees, policies, and complaint procedures in formats that meet client needs.
5. Supporting clients to participate in decisions about their services and respecting their right to provide or withdraw consent.
6. Providing reasonable accommodations to support equitable access to services whenever possible.
7. Maintaining a fair, accessible, and timely complaint process and responding to concerns without fear of retaliation.
8. Ensuring staff, volunteers, and service providers are appropriately trained and accountable for upholding client rights and organizational standards.
9. Making the Client Bill of Rights available and visible to clients, families, caregivers, staff, volunteers, and community partners.
10. Regularly reviewing policies, practices, and services to promote quality, safety, accessibility, and continuous improvement.

Accessibility Notice

Links2Care is committed to providing accessible information. If you require the Client Bill of Rights and Links2Care Responsibilities in an alternative or accessible format, please contact us and we will be happy to assist you.