Supporting those with long term health care needs

PRIVACY POLICY

Privacy and You – Protecting the Privacy of Your Personal Information:

• We understand that information about you is personal and must be protected. For these reasons we will:
• provide the highest level of confidentiality around the collection, use and disclosure of your personal information;
• collect only necessary information and use that information solely for the care and treatment you are seeking;
• disclose only information necessary for the delivery and management of your care to those involved in that care. This could include a laboratory, another health care provider or your health insurance plan;
• ask your permission before disclosing any of your information for purposes not related directly to your care and treatment, unless otherwise authorized by law;
• recognize your right of access to your personal information when you request it and provide copies for a minimal fee; and,
• be available to respond to your questions or concerns about the way we handle the privacy of your personal health information.

A copy of The Friends Privacy Policy is available at any time, by contacting Sharon White at (705) 746-5102 extension 227. Sharon is the Privacy Officer for The Friends organization.  You may contact her at any time with respect to concerns, issues, or questions.

What To Do If You Have A Complaint Or Question About Your Services:

Your questions and complaints are very important to us.  If you have a question or complaint, the following is a tool by which to obtain the information or satisfaction that you are seeking:

When you have a question or complaint start by talking to:

• Front Line Worked – not satisfied, contact
• Supervisor – not satisfied, contact
• Support Services Manager – not satisfied, contact
• Executive Director - not satisfied, contact
• Board of Directors – not satisfied, contact
• Health Services Appeal & Review Board or Program Supervisor, Ministry of Health, Long Term Care Division – not satisfied, contact
• Ontario Ombudsman.

Hopefully, you’ll be satisfied at the first step!

To Initiate An Appeal:

As a client, you may initiate an appeal within The Friends about services provided, and if necessary, an appeal to the Health Services Appeal Board.  This process is also part of The Friends’ broader Quality Improvement system which may include anonymous client satisfaction surveys providing feedback on such things as client care outcomes, complaints and compliments.

Complaints that may be appealed beyond the agency to Health Services Appeal and Review Board are where a person has been:

• deemed ineligible for service
• excluded from a particular community service

or the person has a complaint about:

• the amount of service provided
• The termination of a particular service
• The quality of service provided or,
• An alleged rights violation under the Bill of Rights.

THE BILL OF RIGHTS:

• Courtesy, Respect and Freedom from Abuse. A person receiving a community service has the right to be dealt with by the service provider in a courteous and respectful manner and to be free from mental, physical and financial abuse by the service provider.
• Privacy and Freedom to Make Your Own Decisions. A person receiving community service has a right to be dealt with by the service provider in a manner that respects the person’s dignity and privacy and that promotes the person’s autonomy.
• Being an Individual. A person receiving community service has a right to be dealt with by the service provider in a manner that recognizes that persons’ needs and preferences, including preference based on ethnic, spiritual, linguistic, familial and cultural factors.
• Information and Answers. A person receiving community service has a right to Information about the community services provided to him or her and to be told who will be providing the community services.
• Participation in Their Care Decisions. A person applying to community services has a right to participate in the service provider’s assessment of his or her requirements and a person who is determined under this Act to be eligible for a community service has the right to participate in the service provider’s development of the person’s plan of service, the service provider’s review of the person’s requirements and the service provider’s evaluation and revision of the person’s plan of service.
• Control and Consent. A person has the right to refuse consent to provision of any community service.
• Freedom to Speak Out. A person receiving community service has a right to raise concerns or recommend changes in connection with the community service provided to him or her in connection with policies and decisions that affect his or her interests, to the service provider, government officials or any other person, without fear of interference, coercion, discrimination or reprisal.
• Knowing the Rules. A person receiving community service has the right to be informed of the laws, rules and policies affecting the operation of the service provider and to be informed in writing of the procedures for initiating complaints about the service provider.
• Confidentiality. A person receiving community service has the right to have his or her records kept confidential in accordance with the law.