Patient Values and Expectations
The Home Care and Community Services Act, 1994 outlines your rights as a person receiving home and community care. We take this responsibility very seriously.
To ensure we are working together based on a shared trust and respect, the following patient values and expectations is our commitment to you.
As a CCAC patient, you have the right to:
• Receive care that is safe, effective, considerate and timely.
• Compassionate care that takes your preferences into account.
• Be 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.
• Be an equal partner in planning your care, along with family members or others that you choose.
• A care plan that addresses your health-care needs as well as your social needs and goals, and also considers your family's ability to help with your care.
• A care plan that does not take into account your ability to pay for privately-funded services.
• Not accept the care that has been recommended.
• Be treated in a manner that is courteous, considerate and respectful of your dignity, privacy and independence.
• Be free from discrimination, mental, physical and financial abuse.
• To receive care that respects cultural, ethnic, spiritual, linguistic and regional preferences.
• Know 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.
Have the information you need.
• Receive information and ask questions, so you have the all information about care options available to make decisions about your care that are right for you.
• Know who your primary contact person is at the CCAC, and know how to get in touch with them.
• Be informed about the care being provided as well as the people and organizations delivering your care.
• Have your personal and health information treated confidentially, and in a way that respects the law.
Just as you have rights as a patient and caregiver getting care through CCACs, you also have responsibilities. You are responsible for:
Being a partner in your care.
• Participating in creating and carrying out your agreed upon care plan.
• Working with your CCAC Care Coordinator and letting them know about any changes. For example, if you have more care needs and you need more help managing.
• Being available for visits and letting your CCAC Care Coordinator know if you will not be available for a scheduled visit.
• Treating CCAC and service provider staff with courtesy and respect – without discrimination or harassment.
• To the best of your ability, providing a safe working environment for your CCAC Care Coordinator and service providers.
NOTE: In cases where a patient may not have insight into their behaviour because of a diagnosed medical condition (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 CCAC Care Coordinator to make sure that there is a safe and respectful environment for everyone.