In keeping with Merrickville District Community Health Centre's mission, philosophy, core values and commitment to the delivery of quality health care, the MDCHC recognizes, protects and promotes the following rights for each client.

As a client of MDCHC, you have the right to:

• Be treated with respect, courtesy and dignity;
• Receive high quality care regardless of race, national or ethnic origin, colour, religion, age, gender, mental or physical disability or sexual orientation;
• Know the name and professional designation of the people providing you service and be assured that they are properly qualified to provide you care;
• Receive information from us to help you make informed decisions and with your consent, participate in the planning and delivery of your care;
• Be considered a full member of the health service team;
• Have your preferences considered in the planning and delivery of services provided to you;
• Receive information regarding the services available to you in the community;
• Expect that your personal health information will be kept confidential and be accessible to you if you want to see them
  (MDCHSC Privacy Statement);
• Consent to or deny the release of your personal health information (MDCHSC Privacy Statement);
• Expect reasonable continuity of care and timely delivery of services; and
• Speak with a staff member about any concern(s) that you may have without fear that it will affect the quality of care that you receive.

As an MDCHC client, you have the responsibility to:

• Be considerate and respectful of other clients, MDCHC staff and their property;
• Follow MDCHC's rules and regulations about client care and conduct;
• Be an active participant in your care and follow the agreed-upon plan of care;
• Accept responsibility for the outcomes of refusing treatment or for not following the agreed-upon plan of care;
• Provide accurate and complete health information;
• Attend appointments at the scheduled time; and
• Provide 24 hour notice if cancelling an appointment.

Questions/Concerns/Complaints/Grievances
MDCHC staff is dedicated to the delivery of quality health care and client satisfaction. However, we recognize that concerns may arise.

We ask that you first try to resolve the concern with the person involved, if you are comfortable doing so. If there is no satisfactory resolution, the issue will be brought to the Team Coordinator or the Executive Director, as appropriate. The Team Coordinator or Executive Director shall contact and follow-up with the complainant.

For more detailed information, please see the Complaint Process Bulletin located on the Client Bulletin Board in the front foyer or view it online.

To view our full policy on privacy, please click here.