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Client Rights & Responsibilities 

At The Care Company, we believe that each client has the right to dignity, respect and to be involved in his or her plan of care. To enhance the client’s ability to exercise those rights, the admitting Care Coordinator or Nurse will review the “Client Rights & Responsibilities” document with the client prior to initiating care. The client/Power of Attorney (for health)/guardian will acknowledge receipt of the form on the client services agreement and be given a copy. Access to care is based upon non-discrimination. 

Client Rights: 

Anyone with questions, concerns, or any complaints regarding our Client’s Rights and Responsibilities has the right to contact our Chief Operating Officer at, who will be happy to assist you without fear of interference, coercion, or discrimination, or reprisal. Within 72 hours, you will be contacted about your issue or concern and assured that it will be resolved in a fair, efficient, and timely manner. As a “THE CARE COMPANY” client, you have the right to:   

  • The right to receive treatment, care and services that are adequate, appropriate, and in compliance with relevant provincial, local, and federal laws and regulations. 

  • The right to receive services free from discrimination on grounds outlined in the Human Rights Code or the Canadian Charter of Rights and Freedoms.  

  • The right to be free from mental, verbal, sexual, and physical abuse, neglect, involuntary seclusion, and exploitation.    

  • The right for clients and their property to be treated with consideration, respect, and full recognition of the client's human dignity and individuality that promotes the patient's autonomy and decision-making, including preferences based on ethnic, linguistic, familial, and cultural factors.    

  • The right to clear and accessible information about their services.  

  • The right to access Care Plans with care directives is available in the Family Portal. 

  • The right to participate in all aspects of care, including the assessment of their needs, development of their care plan, reassessment of their needs, and revisions of their care plan.  

  • The right to designate a person to be present with them during care and assessments and participate in the development, evaluation, and revision of their care plan.   

  • The right to the name of the individuals responsible for the client's care.  

  • The Right to the telephone number where a client or the client representative can contact The Care Company Care Services Center and/or on-call nurse 24 hours a day, seven days a week, regarding their care. Our number is 416-422-CARE (2273).   

  • The right to privacy, confidentiality, and confidential treatment of their care/services and financial records.    

  • The right to the organization's policies and procedures regarding disclosure of clinical records.   

  • The right to be informed of their rights in writing.  

  • The right to be informed, orally or in writing, of the planned frequency of visits, any changes in the plan of care, and the extent to which: 

  • Payment will be from another provider other than the client or family member. 

  • To be informed of any changes in payment information as soon as possible, but no later than 30 days from the date the organization becomes aware of the change (when applicable).   

  • To be referred to another home care company if the client is not satisfied or if this company cannot meet the client's needs.    

  • The right to fully itemized billing statements, including dates of services and unit charges, to be made available at the request of the client or representative for any services billed to them by The Care Company.    

  • The right to accept, refuse or withdraw services.   

  • When the client is incapable, clients have the right to appoint a person to act on their behalf.    

  • The right to documents required by the Provincial Accessibility Standards for Customer Service is available upon request.  

  • A First Nations, Métis, or Indigenous patient has the right to receive services in a culturally safe manner.   

  • A client who receives more than one home and community care service has the right to receive assistance in coordinating their services from the home care provider.   


Client Responsibilities:   

  • Give consent before service starts.  

  • Providing complete and accurate information about illnesses, hospitalizations, medications, allergies, substance use/abuse and other matters relating to their health. 

  • Informing The Care Company when they are not able to keep home care visits by giving appropriate notice (according to service agreement) to cancel or change service 

  • Treating The Care Company’s team members with respect and without discrimination or harassment. 

  • Cooperating with The Care Company’s team members and asking questions if they do not understand instructions or information.  

  • Participating in the planning of their care plan. 

  • Following their care plan. 

  • Follow The Care Company’s compliant process when making a complaint.  

  • Do not smoke during the visit. 

  • Provide a safe working environment for the care provider. 

  • Keep pets away from the caregiver during visits. 

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