Client Rights & Responsibilities

The Oxford County Community Health Centre (OCCHC) is committed to caring for our patients and their families in a safe, secure, and respectful environment.

Our Code of Conduct sets out the behaviours that we expect from all persons who provide or receive care within the OCCHC.

CLIENT RIGHTS (What you can expect from us)

Courtesy and Respect  – We will:

  • Treat you in a professional manner that demonstrates respect, dignity, caring, and compassion .
  • Be considerate and respectful of your individual ethnicity, spirituality, language, culture, gender identity, and sexual orientation. We will use your preferred name and pronouns.
  • Listen to your concerns

Privacy and ConfidentialityWe will:

  • Treat your personal health information in confidence and use it in a way that respects your wishes
  • Protect your personal health information.

Safe Care and Treatment – We will:

  • Provide care and services in a welcoming, safe, non-judgmental environment
  • Provide relevant information about your illness or health condition
  • Support you as you make important decisions about your well-being.
  • Explain what will happen if you consent to treatment or refuse treatment.

Openness to Feedback and Input – We will:

  • Invite and encourage you to ask questions about your care and the OCCHC services
  • Give you a way to provide feedback about our services.

CLIENT RESPONSIBILITIES (What we will expect from you)

Active Partnering in Your Care – You are expected to:

  • Tell us accurate information about your health and wellbeing, medical, and social history.
  • Be an active partner in your care:
    • Examples:
      • Provide accurate/honest information about your physical and mental wellbeing,
      • Participate in your treatment plan,
      • Ask questions to help you better understand any information shared with you,
      • Schedule follow-ups in an appropriate time frame/based on prescriber’s recommendations, and
      • Take medications as prescribed.
  • Monitor your medications and refills, and make appointments to refill your medications 2 weeks prior to the medication running out, whenever possible.
  • Bring your medication bottles or prescription list to each appointment, whenever possible.

Courtesy and Respect – You are expected to:

  • Follow the waiting room Code of Conduct (posted)
  • Treat staff, other clients, volunteers, and visitors, with consideration and respect so that we can provide an atmosphere that is welcoming and advances high quality patient care.
  • Wash your hands or use hand sanitizer when you arrive and when you leave.
  • Wear a mask upon entry to the CHC when feeling unwell, or when asked by clinic staff.
  • Be accountable for your language and actions within the CHC, by phone, in writing, or by voicemail. Words or actions that make others feel threatened or demeaned will not be tolerated.
    • Examples may include, but are not limited to:
      • acts or threats of physical violence or intimidation;
      • vandalizing, throwing, breaking, or damaging property;
      • use of illicit drugs on CHC property,
      • abusive language, demeaning or discriminatory remarks, threats, bullying, or sexual harassment.
    • If you do any of the above, you may be asked to leave, and/or the police may be called, and/or you may be dismissed from using our services in the future.

Using Health Care Resources Wisely – You are expected to:

  • Book appointments for your health care needs, and be on time for your appointments.
    • If you are more than 10 minutes late to your appointment it may have to be rescheduled.
  • Contact us at least 24 hours in advance to cancel appointments that you are not able to attend.
  • Be honest in your interactions with OCCHC staff

Individuals who violate our Code of Conduct may be required to speak to our Director of Clinic & Client Services, and/or other members of our team, to review the circumstances, and discuss corrective measures.