Clients' Bill of Rights

Information Disclosure

Clients have the right to receive accurate, easily understood information about the service(s) RANA provides so that they can make informed healthcare decisions.

Client Health and Safety

Clients have the right to receive the best possible healthcare available following safe practices.

Choice of Care

Clients have the right to make personal choices for their own healthcare, including the right to accept or refuse care.

Seamless Care

Clients have the right to receive care that is consistent from one healthcare provider to the next and is responsive to their needs. RANA staff communicate and collaborate with one another and other healthcare providers to ensure our clients receive this standard of care.

Participation in Treatment Decisions

Clients have the right to know their treatment options and they are expected to fully participate in all care-related decisions. Clients who are unable to fully participate in treatment decisions have the right to representation by parents, guardians, family members, or other conservators.

Respect and Non-discrimination

Clients have the right to timely, considerate, respectful care from all of RANA’s staff, all the time and under all circumstances. Clients also have the right to have their cultural and religious beliefs respected.

Confidentiality of Health Information

Clients have the right to talk privately with any RANA staff member, to know how their personal information will be used prior to disclosure and to know their individually identifiable healthcare information is confidentiality protected. Clients also have the right to access their own health information according to provincial and federal legislation.

Complaints

All clients have the right to raise concerns or file a complaint with RANA at any time during their care. Clients are guaranteed a fair, efficient and objective process for resolving differences regarding their care.

Client Responsibilities

Clients are expected and encouraged to assume appropriate responsibilities regarding their care and conduct. Clients are also expected to conduct themselves in a manner that is respectful to the healthcare professional providing care or service. RANA believes an environment of mutual respect is essential to maintaining the best quality healthcare for our clients.