Client Rights and Responsibilities and Privacy Statement

The policy of East End Community Health Centre (“the Centre”) on:

  • client rights and responsibilities, and
  • statement of information practices (i.e. privacy),

are each encapsulated in the documents below, both of which are posted in the Centre’s waiting room and made available to clients of the Centre.

Client Rights and Responsibilities

Approved by the Board of Directors on February 7, 2013.

East End Community Health Centre strives to provide high-quality health care that recognizes the experiences, values, and needs of the individuals who make up the diverse community we serve. We believe that a confidential, mutually respectful partnership between health care providers and clients is the best way to develop and maintain optimal health. Understanding your rights and responsibilities is central to this partnership.

As an East End Community Health Centre client, you have the right to:

  • be treated with respect and dignity, without discrimination;

  • receive appropriate service or treatment that is professional, courteous, caring, and timely;

  • expect that your personal privacy will be respected and confidentiality protected to the greatest extent permitted by law; 

  • expect that your health care providers will work together to give you care;   

  • be informed about preventative health care;

  • understand your diagnosis, treatment, and prognosis;

  • be listened to and ask questions or express concerns;

  • make choices about treatments, and be informed of the health risks and benefits of your decisions;

  • be involved in the development of your plan of care;

  • consent to or refuse service or treatment;

  • access your health record information, in accordance with legislation; and

  • provide feedback on Centre programs and services.

As our client, you have the responsibility to:

  • show respect and consideration for staff and other clients;
  • abide by the Centre’s anti-discrimination policy;
  • follow the Centre’s infection control practices;
  • not seek medical care from other doctors, with the exception of specialists;
  • provide complete and accurate information;
  • let staff know when you do not understand what they are saying;
  • accept responsibility for your health and lifestyle choices;
  • be on time for your appointments;
  • provide 24-hour notice when you cannot keep your appointment with the Centre or with a specialist;
  • supervise your children while they are in our Centre;
  • keep information learned about other clients and group members confidential;
  • notify us if you find a new doctor or move to a new address;
  • show respect for Centre premises and property; and
  • help the Centre provide a safe environment by telling staff when you see unsafe conditions.

Statement of Information Practices

Approved by the Board on February 7, 2013.


Protection of personal health information is a critical part of providing you with quality health care and programs. East End Community Health Centre (“the Centre”) has provided this Statement of Information Practices to describe how we handle and protect personal health information when we provide services.


The Centre collects your personal health information either from you directly or from an individual who is permitted to act on your behalf. When you provide us with your personal health information, you agree that we may use it in accordance with this Statement and as permitted by law. The types of information that we may collect from you include your name, date of birth, address, preferred language, education, cultural background, income, health card number, physical and mental health history, records of your visits to the Centre and the care that you received during those visits. We may also collect personal health information about you from other sources if we have obtained your consent, or if we are legally permitted to do so.


To provide quality and effective care, your personal health information may be exchanged among the Centre’s administrative staff and team of health service providers, including students. The Centre uses and discloses your personal health information for various purposes, which include:

  • to assess health care needs and provide care and treatment;
  • to develop, improve and deliver our community and client support programs;
  • to enable us to contact you and to maintain communication with you as required;
  • to plan, administer and manage our operations;
  • to receive payment for the treatment and care that we provide (e.g., from the Workplace Safety and Insurance Board);
  • to compile statistics related to the services we provide (i.e., for funding, audit and research purposes); and
  • to comply with legal and regulatory requirements.

The Centre’s staff and volunteers may use your contact information for the purpose of calling you to remind you of scheduled appointments and/or program sessions, or to inform you about new programs, services, evaluation, or research. Please contact our Privacy Officer if you do not wish us to use your contact information for this purpose. We may also use or disclose your personal health information without your consent for purposes required or permitted by law.


The Centre takes steps to protect your personal health information from loss and theft, and from unauthorized access, disclosure, copying, use or modification. We also take steps to ensure that our agents and service providers protect your personal health information in accordance with our standards and privacy laws.


Subject to legal exceptions, you have the right to access and correct your personal health records, or to withdraw your consent for some of the above uses and disclosures. If you wish to access, correct or withdraw consent, please contact us to discuss the processes to do so.


We have appointed a Privacy Officer to oversee the Centre’s compliance with this Statement and applicable privacy laws. For more information about our information practices, or if you wish to access or correct your personal health information, or withdraw your consent, or to discuss a privacy concern, please contact us at East End Community Health Centre, 1619 Queen Street East, Toronto, Ontario, M4L 1G4; 416-778-5858; The Privacy Officer will aim to resolve your concerns while safeguarding the quality of health care you receive at the Centre. If you are not satisfied with our response to your privacy issue, you may contact the Office of the Ontario Information and Privacy Commissioner at 2 Bloor Street East, Suite 1400, Toronto, Ontario M4W 1A8; 416-326-3333;