Centre Policies
Accessibility
An explanation of our procedures for Accessibility Standards for customer service.
Client Rights & Responsibilities
Learn about your rights and responsibilities as a client at Sandy Hill CHC.
Video and Recording Guidelines
Guidelines for the use of video and audio recording on our premises
EDI & Cultural Safety
SHCHC is committed to creating a safe, welcoming, and inclusive environment for everyone.
Service & Companion
Animals at SHCHC
An explanation of our policy for service and companion animals.
Web User Privacy
Learn about the personal information we collect, store, use, and/or share through our website.
Accessibility
Accessibility for People with Disabilities
Updated: June 10, 2025
Sandy Hill Community Health Centre (SHCHC) believes that all clients, employees, volunteers, students, and visitors should have equitable, barrier-free access to our programs, services, and facilities. We are committed to making our services accessible.
Our Commitment
- We provide services in ways that respect the dignity, independence, and inclusion of people with disabilities.
- We work to remove barriers so that everyone can benefit from our services in the same place and in a similar way.
- When needed, we will find alternative measures to ensure equal access.
How We Support Accessibility
At SHCHC, we follow the standards set out in the Accessibility for Ontarians with Disabilities Act (AODA), including those for customer service, information and communication, employment, and the built environment. We make every effort to meet the needs of people with disabilities in a timely and respectful way, and we provide information in accessible formats whenever requested. Our accessibility policy and practices are reviewed and updated regularly to ensure continuous improvement.
Click here to check out our Accessibility for People with Disability Policy.
SHCHC’s Multi-Year Accessibility Plan is available in REGULAR or LARGE print.
If you have any questions about accessibility for people with disabilities, please contact (613) 789-1500.
Web Accessibility Statement
Updated: April 1, 2021
SHCHC makes available the UserWay Website Accessibility Widget that is powered by a dedicated accessibility server. The software allows SHCHC to improve its compliance with the Web Content Accessibility Guidelines (WCAG 2.1).
Enabling the Accessibility Menu
The SHCHC accessibility menu can be enabled by clicking the accessibility menu icon that appears on the corner of the page. After triggering the accessibility menu, please wait a moment for the accessibility menu to load in its entirety.
Disclaimer
SHCHC is committed to reviewing and improving the accessibility of our site and services. We are committed to supporting seamless, accessible and unhindered use for people with disabilities.
Despite our efforts to make all pages and content on shchc.ca fully accessible, some content may not have yet been fully adapted to the strictest accessibility standards. This may be a result of not having found or identified the most appropriate technological solution.
Here For You
If you are experiencing difficulty with any content on shchc.ca or require assistance with any part of our site, please contact us during normal business hours as detailed below and we will be happy to assist.
Contact Us
If you wish to report an accessibility issue, need assistance or have any questions about accessibility for people with disabilities, please call us at (613) 789-1500.
Client Rights & Responsibilities
Updated: June 17, 2025
Clients Rights
A client has the right to:
- A safe, secure and trusting environment.
- An inclusive environment which provides an equitable, safe and welcoming Centre for all, whatever their characteristics, including race, ethnicity, national origin, gender, gender identity, age, socioeconomic background, language, religion, sexual orientation, and disability (see Diversity Statement).
- High quality, professional, confidential services and care consistent with best practices, provided with dignity and respect.
- Clear communication.
- Participate in and make informed choices about the factors that affect their health and their health care.
- Inform the Centre when they are satisfied or dissatisfied with the service they have received or when they wish to communicate an idea that may improve service delivery. (Client Feedback Policy).
- Receive services that comply with the Centre’s policies and procedures and that adhere to relevant legislation, including access to their personal health information.
- Refuse a service provided by a student.
Client Responsibilities
A client has the responsibility to:
- Participate in and make informed choices about the factors that affect their health and their health care.
- Refrain from the following behaviours on-site or towards staff members and volunteers off-site:
- contravening any municipal, provincial or federal laws,
- violence or threat of violence, or verbal abuse,
- sexual harassment or inappropriate sexual behaviour,
- shouting, escalation, confrontation,
- use of alcohol or illegal drugs on the premises,
- intoxication to the degree to which we are unable to provide service,
- smoking on the premises.
- Complete the Client Feedback Form when they wish to express formally their dissatisfaction with the service they have received.
- Complete the Client Feedback Form when they wish to communicate an idea that may improve service delivery.
- Respect other clients, volunteers and staff members.
- Respect the confidential nature of couples counselling, group counselling or group activities, as applicable.
- Follow all safety, procedural and emergency directives from staff members and emergency personnel.
A client may be refused access to the premises and/or to any service if they do not fulfill their responsibilities.
Client Feedback
Updated: June 10, 2025
At Sandy Hill Community Health Centre (SHCHC), we welcome your feedback — whether it’s a compliment, suggestion, comment, or complaint. Your input helps us improve our programs and services to better meet the needs of our community.
How to Share Feedback
You can provide feedback in several ways:
- By filling out a Client & Community Feedback Form (available at reception and on our website).
- By speaking directly with a SHCHC employee
- By phone, email, or mail.
- With the assistance of a SHCHC employee, if you need help completing a form or sharing your feedback.
What Happens Next
When we receive your feedback, we will review it in a timely and respectful way. If you’ve shared a concern or complaint, we will work with you to find a fair solution. A manager or director may follow up with you to explain what actions were taken. If you are not satisfied with the outcome, you can ask to have your feedback reviewed at a higher level.
Our Commitment
- Accessibility: Feedback forms are available in print, online, and in multiple languages.
- Confidentiality: Your privacy will be respected at all times.
- Continuous improvement: Feedback is regularly reviewed to help us strengthen our services.
Need Help or Have Questions?
Please ask any staff member or contact us directly at: 613-789-1500 .
Your Privacy at SHCHC
Updated: September 12, 2025
At Sandy Hill Community Health Centre (SHCHC), we are committed to protecting your privacy. We follow Ontario’s health privacy law (PHIPA) to keep your personal health information (information) safe and confidential. Everyone who works here - including doctors, nurses, other care team members and administrative support staff - must follow these rules.
Your Health Record
Your health record includes:
- Your name, birth date, and contact information
- Your health history and family health history
- Your mental and physical health details
- Your test results and notes about your visits and treatment
- Information from other health care providers
Your record is our property, but the information belongs to you. You can ask to see it or request a copy. Sometimes, we may not be able to share everything, but we will explain why. If you do not agree with something that is written, please let us know. In most cases we can fix it, but if we can’t, you can write a note to be added to your record.
Keeping Your Information Safe
We must keep your information private and safe. Only people involved in your care (or who are allowed by law) can see your information. If your information is ever lost or seen by someone who shouldn’t, we will tell you.
How we use and share your information
We collect and use your information to:
- Treat and care for you
- Remind you about appointments or send surveys
- Let you know about upcoming events, programs, or services
- Coordinate care with other health providers
- Train staff and students
- Plan and improve our programs and services
- Meet legal requirements
To make sure your care is well coordinated and that you get the services your need, we may share your health information with other care providers who are helping take care of you.
Sometimes, we use secure electronic health systems to share your info with other care providers (like labs or hospitals) to support your care. These systems also follow strict privacy rules.
Your Rights and Choices
You have a right to control how your information is used or shared, within the limits of the law. When you come for care, we assume you agree (consent) to let us use your information to help care for you. However, you can:
- Say no to certain uses or sharing of your information
- Change your mind at any time
- Ask us not to share part of your record (called a lockbox)
Some things don’t need your permission. For example, we may use your information for:
- Planning and improving our programs and services
- Keeping you or others safe
- Reporting things we are required to by law (like child safety or certain illnesses)
Who makes decisions about your information
You can make decisions about your information if you are capable. If you're not, a substitute decision-maker will make decisions on your behalf. If you are under 16, your parents or guardians will also be able to make some decisions about your information.
Questions or concerns
If you want more information or have questions, please speak with your care provider or you can contact our Privacy Officer at:
613-789-1500
If you feel your privacy concern wasn’t resolved, you can contact the Information and Privacy Commissioner of Ontario at:
2 Bloor Street East, Suite 1400, Toronto, ON M4W 1A8
1-800-387-0073
Video and Recording Guidelines
Updated: August 1, 2025
At Sandy Hill Community Health Centre (SHCHC), your privacy and safety are very important to us. To protect our clients, staff, and visitors, and to comply with Ontario’s Personal Health Information Protection Act (PHIPA) and Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA), we have clear guidelines for the use of video and audio recording on our premises.
Security Cameras (Video Capture)
For everyone’s safety, SHCHC uses security cameras on and around our premises. The cameras:
- Operate 24 hours a day, 7 days a week.
- Record video only (no audio) unless clearly posted otherwise.
- Are used to help prevent and respond to violence, unsafe behaviours, and loitering on Centre property.
This system helps us provide a safer environment for clients, staff, and visitors. Signage is posted anywhere video is being captured informing the reader that the area is under video surveillance and includes the contact information of SHCHC's Privacy Officer and the legislative authority.
Recording by Clients and Visitors
SHCHC recognizes the dignity and self-worth of every person and their right to a safe, secure and trusting care environment. SHCHC believes that recording patient visits/encounters can be beneficial. However, recording must respect the right of all parties to consent, and the obligations of SHCHC and its employees under the Personal Health Information Protection Act (PHIPA). Clients are asked to respect the guidelines outlined below.
1. While waiting for an appointment (in Centre lobby areas, or outside the building on Centre property)
To respect the privacy of other clients, visitors and employees, clients and visitors are strictly prohibited from recording (audio and/or video) at any time while in these areas. This includes recording any interactions with reception employees.
Employees of SHCHC who become aware of any individual attempting to photograph or record other individuals in these areas may request that the individual refrain from doing so, and if the individual refuses, they may be asked to leave the premises.
2. During a private appointment/encounter (in-person and/or virtual care)
Prior to requesting permission to record a visit, clients must be aware of the following:
- The service provider is under no obligation to allow the recording of the visit and may restrict the recording to a portion of the visit or refuse to permit recording at all.
- The service provider may request that a recording be audio only (no video).
- The service provider may request that the recording be deleted prior to leaving SHCHC.
- The service provider may request the reason for the recording, and the purposes for which the client intends to use the recording.
- The service provider will document that the recording was made in the client’s medical chart whenever a recording occurs.
- It is the responsibility of the client(s) to ensure that the audio/video file is kept secure, private and confidential.
If a client would like to record their visit with a service provider, the client must ask for consent from the provider prior to starting any type of recording. Clients may record their visit once the provider is aware and has consented to the recording. The provider is entitled to withdraw consent to recording at any time, and the client must immediately stop recording if the provider requests them to stop. The recording may only be used as a way for clients to remember what was discussed. If clients would like to record their visit, any equipment used to record the visit must be their own. SHCHC will not provide equipment, software, or support to assist in the recording of visits.
3. During a group appointment/encounter (in-person and/or virtual care)
Unless agreed upon by all participants and service providers, recording (audio and/or video) is strictly prohibited at any time during these types of appointments/encounters.
A client may be refused access to the premises and/or to any service if they are found to be in violation of any of the above guidelines.
Virtual Visits at SHCHC
Updated: September 23, 2025
Sandy Hill Community Health Centre (SHCHC) offers virtual visits to help you access care through secure video or telephone. Virtual visits are convenient for many situations, but they do not replace in-person care when a physical exam or urgent attention is needed.
Your Consent and Choice
Before starting a virtual visit, you will be asked to provide informed consent. We will explain the benefits, risks, and limits of virtual care. You may decline or withdraw at any time — in-person care will always remain an option.
Privacy and Security
We use only approved, secure platforms to provide virtual visits. Your provider will not record the session without your express consent. If you wish to record, please tell your provider first.
We encourage you to join your visit from a private and safe space. Use headphones if possible to help keep conversations confidential.
Conditions and Limits
- Virtual visits are not for medical emergencies — call 911 or go to the nearest emergency department in urgent situations.
- Virtual visits may not be appropriate for all types of care. Your provider will let you know if an in-person visit is better.
- Technical problems can sometimes interrupt a session. If this happens, we will work with you to continue by phone, reschedule, or find another solution.
Group Programs
For virtual group sessions, please respect everyone’s confidentiality: do not record, screenshot, or share the chat log. Treat all participants with dignity and respect.
Our Commitment to Equity, Diversity, Inclusion and Cultural Safety
Updated: May 21, 2025
SHCHC is committed to creating a safe, welcoming, and inclusive environment for everyone. We believe that every person deserves fair and equitable access to care, support, and opportunities, regardless of their identity, background, or lived experience. We celebrate diversity and are dedicated to removing barriers caused by systemic racism, discrimination, stigma, and marginalization. Our services are guided by cultural safety, meaning that clients define what feels respectful and safe to them. We strive to ensure that all individuals who come to SHCHC feel valued, respected, and empowered.
Service and Companion Animals at SHCHC
Updated: August 1, 2025
Definitions
- Companion Animal: An animal that provides comfort, emotional support, or a sense of safety and companionship to a client, without being formally trained or certified under the AODA or related service animal legislation.
- Service Animal (Accessibility for Ontarians with Disabilities Act - AODA): An animal that is individually trained to do work or perform tasks for the benefit of an individual with a disability, as defined under the AODA.
Service Animals
SHCHC recognizes the importance of service animals to persons with disabilities (in accordance with the Integrated Accessibility Standards (Ontario Regulation 191/11) Part IV.2, Section 80.45) and welcomes them on premises where SHCHC provides services. SHCHC will make every reasonable effort to accommodate clients with disabilities who are accompanied by a service animal so that they may access services.
Persons with disabilities who are accompanied by a service animal will be permitted to enter SHCHC premises and keep the animal with them in areas where members of the public and other third parties are allowed, unless the animal is excluded by law, such as food preparation areas. If the animal is excluded by law, SHCHC will make reasonable efforts to accommodate the person (e.g. providing services in an area where the service animal is permitted).
Please refer to SHCHC’s Accessibility for People with Disability Policy for further information.
Companion Animals
SHCHC recognizes the significant emotional, psychological, and physical support provided by companion animals even when these animals are not certified service animals under the AODA or other legislation.
For clients with non-certified pets or companion animals, SHCHC will make reasonable efforts to accommodate them while ensuring the safety of all clients, employees, and visitors. To support this:
- Animals must remain in a crate while inside the Centre.
- Animals cannot be left unattended outside on Centre property.
- Employees cannot hold, feed, or handle animals, but we will support clients in caring for their animals during visits.
- In an emergency, the animal’s designated contact person will be called to take responsibility.
Website User Privacy Notice
Updated: August 26, 2025
Sandy Hill Community Health Centre (SHCHC) is committed to protecting the privacy of all individuals who visit our website. The following outlines the types of personal information we collect, store, use, and/or share through our website, such as when you:
- Visit our website at https://www.sandyhillchc.on.ca/, or any website of ours that links to this web user privacy notice.
- Engage with us online in other related ways, including making inquiries, registering for and/or accessing Services, receiving promotional communications, or answering web surveys.
1. Information Collected from Website Visitors
We collect both anonymous and identifying information from visitors to our website in the following ways:
- Anonymous Information: This includes non-personal data such as browser type, operating system, language preference, device type, referral source, and general location (e.g., city or country). This information helps us understand how users interact with our website and allows us to improve our services.
- Identifying Information: Identifying information is only collected when a visitor voluntarily submits it, such as when completing a contact or feedback form. This may include your name, email address, phone number, or other contact details.
2. Use of Cookies and Tracking Technologies
Our website uses cookies and similar tracking technologies to ensure functionality and to analyze web traffic. These include:
- Session Cookies: Temporary cookies that support website functionality during your visit and are automatically deleted when you close your browser.
- Persistent Cookies: Cookies saved on your device for a set period to remember preferences and improve repeat visit experience.
- Third-Party Cookies: These are set by services such as Google Analytics to help us understand user behavior and improve site performance.
We do not use cookies to collect personal information or to run programs on your device. Most browsers accept cookies by default, but you may choose to disable them via your browser settings. Disabling cookies may limit some site features.
3. Purposes of Data Collection
The information collected is used to:
- Monitor and analyze traffic and user behavior to improve site functionality and content.
- Ensure the security, performance, and accessibility of the website.
- Respond to inquiries or feedback submitted through contact forms.
- Track usage patterns to inform program and service planning.
4. Sharing of Information with Third Parties
We use Google Analytics to collect anonymous usage data. This includes information such as pages visited, time spent on each page, and referral source. Google Analytics does not collect names or other personal identifiers. Its use is governed by Google’s Privacy Policy.
No personal information is shared with third parties without your consent, unless required by law.
5. Consent for Data Collection
Your consent is obtained in the following ways:
- Cookies: You are notified via a cookie consent banner upon visiting the site. You may choose to accept or decline non-essential cookies.
- Form Submissions: By voluntarily entering your information and submitting forms (e.g., client feedback), you consent to SHCHC collecting and using that information to respond to your inquiry.
No software, plug-ins, or executable programs are installed on your device through our website. Therefore, no additional express consent is required for such activities.
6. Data Retention and Destruction
We will only keep your personal information for as long as it is necessary for the purpose set out in this web user privacy notice, unless a longer retention period is required or permitted by law.
- Google Analytics Data: Website usage data is retained for 2 months by default and then permanently deleted.
- Form Submissions: Data submitted via the website is stored on the platform and remains until manually deleted by authorized SHCHC personnel.
When we have no ongoing legitimate business need to process your personal information, we will either delete or anonymize such information, or, if this is not possible (for example, because your personal information has been stored in backup archives), then we will securely store your personal information and isolate it from any further processing until deletion is possible.
7. Your Rights and Choices
You may choose to:
- Disable cookies via your browser settings.
- Revoke consent by discontinuing form use.
- Contact us to request deletion of information submitted via the website.
If you have concerns or questions about your privacy while using our website, please contact us at:
613-789-1500
221 Nelson Street, Ottawa, ON K1N 1C7
