Patient/Client Rights and Responsibilities
The Grand Bend Area Community Health Centre is committed to providing responsible and compassionate care, programs, and services that respect the rights and responsibilities of patient/clients.
Each individual has the right:
To be treated with dignity, courtesy and respect in a manner that fully recognizes their dignity and individuality without discrimination.
To privacy and confidentiality in all matters.
To be treated in a safe and secure environment
To know who is responsible for their care and who is providing their treatment.
To be informed of their medical condition, treatment and proposed course of treatment.
To participate in making any decision and in obtaining another opinion in any aspect of their care.
To give or refuse consent to treatment, including medications, and to be informed of the possible outcomes of giving or refusing consent.
To have a designate in place to receive information concerning patient/client care.
To have access to the information retained in their patient/client file, except when it is reasonable to believe that such access would result in a substantial risk to the physical, mental or emotional health of the patient/client or harm a third party.
To be aware of the procedures for initiating a complaint.
Each individual has the responsibility:
To keep appointments to the best of their ability or cancel them in a timely fashion (24-hours notice is preferred.)
To arrive 10 minutes before a scheduled appointment with their health card and forms ready for registration.
To follow mutually agreed upon treatment plans.
To let their health care provider (physician, nurse practitioner, social worker, therapist) know if they are no longer following treatment plans.
To share important information necessary for care including the use of outside health care providers.
To follow community group guidelines developed for healthy group interactions.
To refrain from intoxication or from being under the influence of any prohibited substance(s) when visiting the GBACHC.
To respect the professional relationship with GBACHC health care providers and program leaders.
To be rostered to only one primary care provider at a time.
To behave in a respectful and non-threatening manner towards staff and other patients/clients of the GBACHC whether on the phone or in person.
Do you have a concern?
You can do something about it.
The GBACHC is committed to providing excellent, people-centred care to all patients/clients.
Patients/Clients are encouraged to share feedback or concerns with their service provider first to get a fast and suitable outcome. If a concern cannot be resolved with a service provider, please complete the Feedback form below. Complaints are followed up with a confidential internal investigation.
How to Provide Feedback or Complaint
Call: 519-238-2362 x 283
Mail: Box 1269, Grand Bend, ON N0M 1T0
Read the GBACHC Client Relations Policy here.
If patient/client feedback is a complaint, an internal confidential investigation will take place.
Understanding patient/client satisfaction is fundamental for the GBACHC to continue to provide high quality, effective and people-centred care. Please share your experience by taking the Patient/Client Satisfaction Survey.
What patients/clients are saying:
- 99% said the overall experience with reception staff was good to excellent
- 98% said the overall sense of feeling welcomed and safe at the GBACHC was good to excellent
- 98% said the overall experience accessing an appointment was good to excellent
- 97% said their healthcare provider listened to their concerns and answered questions satisfactorily
- 96% said their healthcare provider involved them in care and treatment decisions
- 88% received an appointment in a timely manner when they were sick or concerned about their health
- 84% felt comfortable and safe having a virtual appointment
- 49% would be interested in receiving some aspects of care virtually (e.g., test results and prescription renewals) when the pandemic ends