​Patient Values and Expectations

Our Patient Values and Expectations is our commitment to excellence in quality of care with a focus on patient and family-centred care and respect for the individual beliefs and values of everyone we serve. These values were developed through a community and Patient and Family Advisory Council (PFAC) consultation process and are in keeping with our v​​alues and the Home Care and Community Services Act, 1994.   

To ensure we are working together based on a shared trust and respect, the following patient/caregiver values and expectations is our commitment to you.

As our patient, you and your family/caregivers have the right to:

High-quality care.

This means:

  • Receiving care that is compassionate, patient and family-centred and takes your preferences into consideration.​
  • Receiving care that is safe, accessible, effective and based on evidence and best practices.
  • Being part of a care team that works together and makes sure the right information is shared with one another.

Be a partner in making decisions about your care.

This means:

  • Being a partner in planning your care, along with family members, your primary care provider and others that you choose.
  • Creating a care plan that addresses your health care needs and takes into account your social needs and goals.
  • Creating a care plan that includes addressing the well-being of your family/caregivers and their capacity to help with your care.

Be respected by staff.

This means:

  • Being treated in a manner that is courteous, considerate and respectful of your dignity, privacy and independence.
  • Being free from discrimination.
  • Receiving care that is inclusive of all diversity preferences.

Have the information you need.

This means:

  • Receiving information and asking questions, so you have enough information about care options available to make decisions about your care that is right for you.
  • Knowing who your primary contact person is, and know how to get in touch with them.​
  • Being informed about the care being provided as well as the people and organizations delivering your care.
  • Having your personal and health information treated confidentially, according to Ontario's privacy laws.
  • Knowing the process for raising concerns about your service and decisions affecting your care and be able to do so without fear that it may affect your care negatively.


Just as you have rights as a patient and family/caregiver receiving care through us, you also have responsibilities.  You are responsible for:

Being an active partner in your care.

This means:

  • Co- creating and participating in your care plan.
  • Contacting your Care Coordinator with any questions and concerns about your care plan and/or if your health condition or level of support at home changes.

Respecting staff.

This means:

  • Being available for visits and letting your  Care Coordinator or other Servicer Provider know if you will not be available for a scheduled visit.
  • Treating our staff and Service Provider staff with courtesy and respect – without discrimination or harassment.
  • To the best of your ability, providing a safe home environment for your Care Coordinator and service providers to deliver your care.


NOTE:  In cases where a patient may not have insight into their condition because of a medical diagnosis (e.g. dementia, acquired brain injury) it is essential that their substitute decision-maker is involved in their care plan.  The substitute decision – maker works with the Care Coordinator to make sure that there is a safe and respectful environment for everyone.