CLIENT RIGHTS, RESPONSIBILITIES AND EXPECTATIONS 

The Niagara Falls Community Health Centre's (NFCHC) management, staff, volunteers, and students agree to be courteous, professional and respectful to clients at all times and in all circumstances.  The NFCHC will provide high quality, confidential services in an environment free of discrimination.  In turn, clients of the NFCHC are expected to treat everyone in a courteous and respectful manner, without discrimination.  We have a zero tolerance policy where any aggressive, abusive, or threatening behaviour to any of our staff or fellow clients will not be tolerated.

AS A CLIENT/CLIENT GUARDIAN I AGREE TO THE FOLLOWING RESPONSIBILITIES:

  • To be committed to maintaining and/or improving health and to participate in the health care plan.

  • To treat other courteously, with respect and fairness, without discrimination.

  • To be accountable for my actions and to accept the consequences of my behaviour which may include being withdrawn from the NFCHC's services. 

  • To be on time for appointments and to call and cancel appointments (with at least 24 hours notice) if I am not able to attend.

  • To be honest in my interactions with the NFCHC.

  • To withhold the NFCHC's values.

AS A CLIENT/CLIENT GUARDIAN I UNDERSTAND THAT I HAVE THE FOLLOWING RIGHTS:

  • To give feedback, make a complaint and/or express my opinion and be heard in a manner that is open, honest, and accepting.

  • To be treated courteously, respectfully and fairly, in a manner that fully recognizes my dignity, privacy and individuality without discrimination.

  • To have my personal information kept confidential in accordance with the law.

  • To be informed in writing of any law, rule or policy affecting the services I receive and of the procedures for initiating complaints.

  • To be treated in a manner that is sensitive to my individual needs and preferences and which respects my individual differences including various ethnic, psychological, familial, spiritual, language or cultural factors.

  • To feel accepted and welcome in a safe and secure service environment.

  • To be fully informed about the services provided to me, all aspects of my care and who will be providing the service.

  • To participate in the assessment of my eligibility for a service, and if eligible, in the plan of service set up by the provider.

  • To be informed about services and treatment options, to give consent or refuse consent for services and/or treatment and be informed of the consequences of this decision.