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TotalCare Nursing Client Charter of Rights and Responsibilities

Your Rights - As a client or family member at TotalCare Nursing, you have a right to: 

• Be treated in a courteous and respectful manner

• Be free from physical, emotional, financial and sexual abuse

• Be treated in a manner that respects your dignity and privacy, and that promotes your independence

• Be treated in a holistic manner that recognizes your individuality, ethnic, spiritual, linguistic, familial and cultural diversity 

• Receive services free from discrimination 

• Have information about how to contact your care team 

• Have the ability to request and receive information about TotalCare Nursing, our services and the services you receive, including your health record 

• Have an open, transparent and respectful relationship with your care provider

• Participate in all communications and decisions about your care 

• Receive information about your care in a consistent manner (through standardized communications mechanisms) and in a clear and accessible manner

• Involve your family members or other chosen family in your care 

• Be asked to give or refuse consent for any services (refer to Privacy and Information Management Policy)

• Feel safe and encouraged to raise questions or concerns about any of your care without fear of interference, coercion, discrimination or reprisal (see Complaints Policy for more)

• Have your information stored accurately and safely and not disclosed to others without your consent

Your Responsibilities - As a client or family member at TotalCare Nursing, you have a responsibility to: 

• Participate in your own care

• Identify and share your care goals and expected results with your provider(s)

• Keep appointments made with the TotalCare Nursing team

• Advise TotalCare Nursing as soon as possible if your appointment time needs to be changed or if you must miss an appointment

• Inform TotalCare Nursing of any changes in your health condition that may affect the services you are receiving

• Inform TotalCare Nursing of any change of address or telephone number

• Report any complaints or violations of your rights or the Code of Conduct through the complaint process established by TotalCare Nursing (refer to Complaints Policy)

• Treat your care provider with courtesy and not engage in aggressive or abusive behavior with team members or clients

• Provide feedback on services, policies and procedures through surveys and other feedback mechanisms and engagement opportunities (including participating in the client engagement group)

Total Care Nursing Cancellation Policy

Less than 24 hours’ notice of cancellation may result in a fee.