Client Rights

1. INTRODUCTION:

All Gateway clients will be made aware of their rights and responsibilities when using Gateway services. This information will be communicated to the client upon admission in the admissions and orientation package in the most appropriate method(s) for the client to understand the information prior to the beginning of services or as soon after as possible, and annually for clients receiving service for more than twelve months in a program. Information on client rights and safeguards is available to all clients through the program manager, the key worker assigned to the client and through notices publicly displayed within the programs.

2. POLICY:

The Program Manager discusses Client rights and responsibilities with Clients, Families, and Representatives upon admission to a Gateway Society Facility or Program. For employees this subject is covered in the orientation training and thereafter by Program Managers in the specific program.

In-service training regarding Client rights are presented to all Employees.

Clients/Families/Representatives have the right to discuss their concerns with the appropriate Person In Charge/Supervisor. If the Client/Family/Representative’s concern cannot be resolved, the Client/Family/Representative may discuss the concern with the Executive Director/Board of Directors/Licensing body.

Clients and families also have the right at any time to raise concerns with CLBC and/or licensing or other relevant Ministries and authorities.

3. PROCEDURE:

If a client/family member/advocate or staff member feels that a client’s rights have been infringed upon:

• Contact the Program Supervisor (or the Executive Director in the supervisor’s absence) as soon as possible and report the allegation.
• The supervisor will ensure that parent/guardian is informed of the allegation within 24 hours.
• The supervisor and the CLBC or Ministry designated person will jointly investigate and outline remedial action within ten (10) working days of receiving the allegation. Should this time frame be impractical because of the complexity or privacy of the issue, then the timeframe for outlining the action can be reasonably and practically extended by the parties.
  

4. CLIENT RIGHTS:

• Every Client has the right to be treated with courtesy and respect and in a way that fully recognizes the Client's dignity and individuality and to be free from mental and physical abuse, financial or other exploitation, retaliation, humiliation or neglect.
• Every Client has the right to be properly sheltered, fed, clothed, groomed, and cared for in a manner consistent with his/her needs
• Every Client has the right to be told who is responsible for and who is providing the Client's direct care
• Every Client has the right to be afforded privacy in treatment and in caring for his/her personal needs
• Every Client residing in a Gateway Society Facility has the right to keep in his/her room and display personal possessions, pictures and furnishings in keeping with safety requirements and other Client rights
• Every Client/Family/Representative has the right to:
  - be informed of his/her medical condition, treatment and proposed course of treatment
  - give or refuse informed consent to service delivery, release of information, concurrent services, composition of the service/support team, involvement in research projects, treatment, use of medications, in accordance with the law and to be informed of the consequences of giving or refusing consent
  - have the opportunity to participate fully in making any decision and obtaining an independent opinion concerning any aspect of his/her care, including any decision concerning his/her admission, discharge or transfer to, from or within the Facility, and
  - have his/her medical records kept confidential in accordance with the law
• Every Client has the right to receive reactivation and assistance towards independence consistent with his/her requirements
• Every Client residing in a Gateway Society Facility who is being considered for NCI approved restraints has the right to be fully informed about the procedures and the consequences of receiving or refusing them. (See Refusal of Care Policy)
• Every Client has the right to communicate in confidence, and if residing in the Facility to consult in private with any person without interference
• Every Client over the age of 19 years residing in a Gateway Society Facility has the right to designate a representative to receive information concerning any transfer or emergency hospitalization of the Client and where a representative is so designated, to have that representative so informed forthwith
• Every Client over the age of 19 has the right to exercise the rights of a citizen and to raise themselves, or through their family/representative, concerns or recommend changes in policies and services on behalf of himself/herself or others to the Client/Family/Representative’s Council, Gateway Society Employees, government officials or any other person inside or outside the Facility, without fear of restraint, interference, coercion, discrimination or reprisal
• Every Client has the right to form friendships, to enjoy relationships and to participate, or have their family/guardian/representative participate in the Client/Family/Representatives' Council
• Gateway Society is committed to the principles of inclusiveness with regard to access to services, equal opportunities within the organization, and equal participation in all that Gateway has to offer regardless of culture, age, disability, sexual orientation, ethnicity, language, income, gender, race socio-economic status, spiritual beliefs or religion
• Every Client residing in a Gateway Society Facility has a right to pursue social, cultural, religious and other interests, to develop his/her potential and to be given reasonable provisions by the Facility to accommodate these pursuits
• Every Client/Family/Representative has the right to be informed in writing of any law, rule or policy affecting the operation of a Gateway Society Facility/Program and the procedures for initiating complaints (see Compliments and Complaints Policy)
• Every Client over the age of 19 years residing in a Gateway Society Facility has the right to manage his/her own financial affairs where the Client is able to do so.
• Every Client has the right to access a legal entity for appropriate representation
• Every client has the right to participate in a self-help and/ or advocacy support service
• Every client has the right to decline participation in any authorized research project. Gateway Society will only engage in research projects which adhere to current research and ethical guidelines
• Every Client residing in a Gateway Society Facility has the right to live in a safe and clean environment
• Every Client residing in a Gateway Society Facility has the right to be given access to protected areas outside the Facility in order to enjoy outdoor activity, unless the physical setting makes this impossible

Clients also have the right

• To expect all Gateway Society Employees to be advised of the above rights and to assume that all Employees will respect the above rights

If it is therapeutically appropriate to place temporary restrictions on any of the rights of a client, Gateway Society will ensure the following:

1. Appropriate policies and procedures are followed, including obtaining informed consent prior to implementing any restrictions of rights.
   
2. Rights will be reinstated as soon as it is safe to do so, as per medical advice.
   
3. Staff members are fully trained in any activities used when restricting these rights.