Client rights and responsibilities

Your rights

Every Bayfern client, of any age, has the right:

• To be treated with courtesy, dignity and respect, in a way that respects your culture, language, beliefs, gender identity and sexual orientation.
• To be free from abuse, neglect, discrimination and exploitation.
• To take part in planning your care, and to receive a written care plan and price before care begins.
• To make your own choices, including choices others may see as risky, and to refuse any part of your care.
• To privacy and confidentiality of your personal and health information.
• To know the name and role of every caregiver who visits you, and to ask for a different caregiver.
• To receive care from screened, trained and supervised caregivers.
• To raise a concern or complaint without fear that your care will suffer.
• To have a family member, friend or advocate help you speak up.
• To clear information about rates, invoices and changes to your service.
• To receive services in English or French, as you prefer, as far as we are able.

Your responsibilities

We ask clients and families to:

• Give us complete, accurate information about your health, needs and home, and tell us when things change.
• Treat caregivers and staff with respect, free from abuse, harassment and discrimination.
• Help keep your home safe for caregivers, as described in our client service terms.
• Give notice when you need to cancel or change a visit.
• Pay invoices on time, or tell us early if you are having trouble paying.
• Tell us if you are unhappy with your care, so we can fix it.

Substitute decision-makers

If a client cannot make their own care decisions, we work with their legal substitute decision-maker, such as an attorney named in a power of attorney for personal care, a court-appointed guardian, or a parent or guardian for a child. We may ask to see documents confirming that authority. Even when someone else makes decisions, we involve the client as much as possible and respect their known wishes.

Speaking up

If you feel any of these rights has not been respected, please tell us. See our complaints and feedback process. If you believe someone is being abused or neglected, see our safeguarding policy.