Client bill of rights

Client Bill of Rights

As a VHA client, you have the right to…
  1. Be treated with courtesy and respect and have your culture and lifestyle choices respected
  2. Understand the service(s) you will receive and any associated risks
  3. Accept or refuse our services
  4. Receive safe and reliable services that maximize your independence
  5. Play an active role in directing your care and setting your goals
  6. Have your information kept confidential
  7. Have a friend, family member or other important person present during service or at any meeting with VHA or the VHA provider
  8. Get information about VHA Home HealthCare’s complaint process and contact VHA with any concerns/complaints
  9. Have questions answered promptly
  10. Know the date of your next appointment in advance
  11. Be informed of any possible costs (e.g., equipment purchase)
Do you have feedback?

We want to hear from you. Whether you want to tell us we’re doing a great job or that we could do a better job meeting your needs, please call us. Your feedback will help us improve the quality of care we provide. We’ll do our very best to respond to concerns and make sure you’re satisfied!

If you have a concern about service or your VHA care provider you can:
  • Call the VHA Supervisor/Manager or Coordinator to tell him/her your concern.
  • If the Supervisor/Manager or Coordinator can’t fix the problem, call your VHA Regional Manager.
  • Contact VHA’s Vice President of Client Services, Chief Nursing Executive or President if you’re still dissatisfied.
  • You may also contact your funder at any time if you receive LHIN or agency funding.
  • We also want to hear from you if you’re happy with your VHA services!
  • The Foot Care Nurse provided excellent service and was very professional.

    Client’s Daughter
  • My Foot Care Nurse delivered excellent work! Her detailed explanation in how to use my foot care medication helps me a lot.

  • The PSW sent to my mom is very caring and attentive. She is very engaging and one of the few PSWs my mother has connected with.

    Client’s Daughter
  • My mother’s PSW has done and continues to do an exceptional job at assisting and taking care of my mother. I really appreciate her feedback and suggestions in regards to client’s safety.

    Client’s Son
  • My nurse is fabulous. She is the best. I didn’t trust nurses before…she really helps me a lot.

  • VHA PSWs have been amazing and I am very happy with the service.

    Client’s Daughter
  • The PSW sent to me was very professional and exceeded my expectations on so many levels. She went above and beyond her job description to help me.

  • The Foot Care nurse did an amazing job at taking care of my mother. She was always very punctual, professional, gentle, caring, sensitive to my mother’s needs

    Client’s Daughter
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