Home Care Client Bill of Rights

At MapleKind Home Care (“MapleKind,” “we,” “us,” “our”), every client is entitled to be treated with dignity, respect, and to receive the highest standard of care. We guarantee the following rights to all clients, in compliance with the Home Care and Community Services Act, 1994 (Ontario), the Health Care Consent Act, 1996 (Ontario), and the Personal Health Information Protection Act, 2004 (Ontario):

Your Rights as a Client

  • Dignity and Respect: You have the right to be treated with courtesy, respect, and dignity at all times, without discrimination based on age, gender, ethnicity, religion, disability, sexual orientation, or any other protected ground.
  • Participation in Care: You have the right to participate fully in decisions about your care, including the right to refuse or discontinue services, in accordance with the law.
  • Informed Consent: You have the right to receive clear, complete information about your care and services, including any risks, benefits, reasonable alternatives, and expected outcomes, to make informed decisions.
  • Privacy and Confidentiality: You have the right to privacy and confidentiality concerning your personal and health information. Your information will be collected, used, and disclosed only as required for your care or as permitted by law.
  • Access to Records: You have the right to request access to your personal and health records, and to request corrections if information is inaccurate or incomplete, in accordance with the Personal Health Information Protection Act, 2004.
  • Cultural and Personal Values: You have the right to have your cultural, spiritual, religious, and personal values, beliefs, and preferences respected in the planning and delivery of your care.
  • Safe, High‑Quality Care: You have the right to receive safe, competent, and high‑quality care in a clean and secure environment.
  • Information on Costs and Services: You have the right to receive clear, written information about the costs of your care and services, payment policies, and any available support programs or financial assistance.
  • Questions and Complaints: You have the right to ask questions, voice concerns, or make complaints about your care, services, or rights without fear of reprisal, retaliation, or interruption of service.
  • Advocacy and Support: You have the right to have a family member, friend, or advocate present when discussing your care, and to receive assistance in understanding your rights.

How to Exercise Your Rights or Raise Concerns

If you believe your rights have not been fully respected or wish to raise a concern or complaint, you may:

Your concerns will be acknowledged promptly and addressed in a timely, fair, and transparent manner. No client will face reprisal or discrimination for exercising their rights or making a complaint.