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Users’ Rights

Right to information

This is the right to be informed on one’s state of health, both physical and mental, as well as on treatment options possibilities and accompanying risks and consequences. It is also the right to be informed on services available within one’s community and how to access them.

Right to receive services

This is the right to receive the care and services one requires, such as examinations, specimen taking, care, treatments or any other intervention. This right is limited, depending on the availability of resources in the institutions. Services must be of good quality and delivered with continuity in a safe and personalized manner according to one’s state of health.

Right to choose a professional or institution

This is the right to choose one’s professional. It is also the right to choose the institution from which he or she wishes to receive the services. When an institution does not offer the required services, it accommodates the needs of the user as best it can.

Right to receive appropriate care according to one's health status

This is the right to receive the care required by one’s condition when one’s life is endangered. In the case of an emergency, a person unable to give his or her consent will nonetheless receive the same care. The facility’s staff members have permission to do so unless stated otherwise.

Right to consent to care or refuse care

This is the right to say yes or say no to care, treatments or examinations. No person may be made to undergo care without his or her approval. Professionals have an obligation to provide clear and complete information so that the user can make a decision with full knowledge of the circumstances. When the user is unable or unfit, consent may be obtained from another person on their behalf according to the provisions made by the Act.

Right to actively participate in decision-making

This is the right of the user to participate in any decision affecting his or her state of health or physical or mental wellbeing as well as in the development of the proposed intervention plan and its amendments.

Right to be accompanied, assisted and represented

Every user is entitled to be accompanied or assisted by a person during appointments or when receiving treatments, if the situation permits it. The person accompanying does not dictate the required services or treatments. He or she is there to be of support to the user, namely by assisting them in obtaining clear and comprehensive information. It is also a right to be represented by a person of one’s choice when one is incapable or unfit.

Right to shelter/accomodation

This is the right of the user to be housed in the institution until his or her state of health allows them to return home or until they are assured admission in another institution.

Right to receive services in English

This is the English-speaking user’s right to have staff communicate with him or her in the English language when he or she is receiving services.

Right to access one's User's file

This is the right of the user to access to his file/record, subject to certain conditions. This right also includes the right to be assisted by a professional in order to understand the information provided.

Right to the confidentiality of one's User's file

This is the right of the user to have no one access the information contained in his or her medical record without his or her consent. This record is confidential and no one may have access to it without the user’s consent or the consent of an authorized person mandated by the user.

Right to lodge a complaint

This is the right to lodge a complaint when one is dissatisfied with the services. The complaint must be made to the institution’s Service Quality and Complaints commissioner. The aim of this process is to improve the quality of services. User dissatisfaction is seen as a positive contribution towards this objective.