Client Bill of Rights

Senior Persons Living Connected (SPLC) assures clients/patients that the following rights are fully respected and promoted:

1. A person has the right to give or refuse consent to any service at any time.
2. A person receiving service has the right to information about the services they have agreed to be provided by SPLC and to be informed of who will be providing services.
3. A person receiving service has the right to be treated by the service provider in a courteous and respectful manner and to be free from mental, physical, sexual, emotional and financial abuse by the service provider.
4. A person receiving service has the right to be treated by the service provider in a manner that respects and promotes the person’s dignity, privacy and autonomy.
5. A person receiving service has the right to be treated by the service provider in a manner that recognizes the person’s individuality and that is sensitive to and responds to the person’s needs and preferences, including, but not limited to, preferences based on race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, record of offences, marital status, family status or disability. 
6. A person wishing to use a service has the right to fully participate in the service provider’s assessment of service requirements and in the development of service or care plans.
7. A person receiving service has the right to make complaints, raise concerns and recommend changes without fear of interference, coercion, manipulation, discrimination or reprisal.
8. A person receiving service has the right to be informed of policies and decisions that affect the individual’s service interests.
9. A person receiving 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.
10. A person receiving service has the right to have their records kept confidential in accordance with the law.
11. A person has the right to access their personal or health information that is stored by SPLC, including plans of care, in accordance with the law.

Your Feedback

Complaints, concerns and feedback are important elements in our quality, risk management and safety culture. It allows us to respond to your needs and to make continuous service improvements. As such, SPLC is committed to learning from your feedback and using this knowledge to improve service quality and to enhance our safety culture.

To raise your concerns, make a complaint and/or provide us with feedback, a Concern/Complaint Form is available at our agency’s Front Desk. Feedback can also be made directly to a staff member or representative of the agency.

SPLC will make every reasonable effort to acknowledge your feedback within 3  business days upon receipt of a complaint and to investigate and respond wherever possible within 15 business days to all concerns, complaints, or issues.

If you are not satisfied with the resolution to your complaint, you can appeal the decision to the Health Services Appeal and Review Board at 416-327-8512.  We ask that SPLC is informed in writing of any requests to appeal a decision.