Centre Policies
Accessibility for People with Disabilities
An explanation of our procedures for Accessibility Standards for customer service.
Web Accessibility Statement
Taking steps to ensure that our website is easier to use and more accessible for everyone.
Privacy and Confidentiality
Our commitment to maintaining and protecting the confidentiality of your personal information
Electronic Recording by Clients and Visitors
Taking steps to ensure that our website is easier to use and more accessible for everyone.
Service
Animals
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.
Client Feedback
Learn about the Centre’s views on obtaining feedback from its clients and community members.
Website User Privacy Notice
Understanding the types of personal information we collect, store, use, and/or share through our website
Accessibility for People with Disabilities
Overview
The Sandy Hill Community Health Centre (SHCHC) is committed to provide to individuals with a disability equal opportunity to access and use goods and services. These goods and services will be provided in a manner that respects their dignity and independence and in a way that allows the individual with a disability to benefit from the same services, in the same place, and in a similar way as other SHCHC clients, unless an alternate measure is necessary to enable access. The accessibility needs of a person with disabilities will be met in a timely manner.
SHCHC’s Accessibility for People with Disability Policy is available in REGULAR or LARGE print.
The Centre has also developed a Multi-Year Accessibility Plan, available in REGULAR or LARGE print.
The Sandy Hill Community Health Centre is continuously striving to ensure that people with disabilities have equal opportunity to access goods and services.
If you have any questions about accessibility for people with disabilities, please contact
(613) 789-1500.
Web Accessibility Statement
Updated: April 2021
General
Sandy Hill Community Health Centre ("SHCHC") strives to ensure that its services are accessible to people with disabilities. SHCHC has invested a significant amount of resources to help ensure that its website is made easier to use and more accessible for people with disabilities, with the strong belief that every person has the right to live with dignity, equality, comfort and independence.
Accessibility on shchc.ca
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 continues its efforts to constantly improve the accessibility of its site and services in the belief that it is our collective moral obligation to allow seamless, accessible and unhindered use also for those of us 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 contact (613) 789-1500.
Privacy and Confidentiality Policy
Statement of Confidentiality
All SHCHC staff and volunteers are committed to maintaining and protecting the confidentiality of your personal information (i.e. health information, contact information, demographic information).
How We Use Your Information
SHCHC may use your personal information in a number of ways:
- To provide you with health care, programs, and services.
- To help us plan programs and services, or evaluate the quality of services.
- To contact you regarding upcoming events (such as the flu shot clinic or a community event).
- In order to provide you with comprehensive health care, your personal health information may be shared among those staff members who are directly involved with your care.
Disclosure of Your Information
Personal information will not normally be shared with outside persons or agencies without your consent. If you agree to a referral to a health professional outside of SHCHC, we will assume that you allow us to forward the relevant personal health information unless stated otherwise.
There are situations in which we are authorized or required by law to disclose information without your consent. SHCHC will comply with these situations.
Consequences of Not Providing Information
Each service provided through SHCHC requires different types of information from you. If you choose not to provide requested information, we may not be able to provide you with specific services. However, you are still able to use other services offered through the Centre.
Access to Your Medical Records
You may request to have access to, or a copy of, your personal health information. All records remain the property of SHCHC.
Complaints and/or Feedback
Please feel free to discuss any confidentiality matters with your service provider or with the Privacy Officer (Kyle Heney). You may also use our Feedback Form (available online or at our Central Reception) to share your comments or concerns. You may share your concerns with the Information and Privacy Commissioner who can be reached at 1-800-387-0073, or on-line at www.ipc.on.ca.
Electronic Recording by Clients and Visitors
Scope
This policy is applicable to all clients and visitors.
Objective
To clearly define when clients may use an electronic device for recording purposes at SHCHC.
Policy Statement
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 of patient visits/encounters can be beneficial, however, recording must respect the right of all parties to consent, and the obligations of SHCHC and its staff under the Personal Health Information Protection Act (PHIPA). Clients are asked to respect the guidelines outlined below.
This policy does not apply to video surveillance of the premises of SHCHC which is conducted by SHCHC for security purposes.
1. While waiting for an appointment (in Centre lobby areas, or outside the building on Centre property)
In order to respect the privacy of other clients, visitors and staff, 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 staff.
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 that a visit be recorded, 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 the Centre.
- 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 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 permission 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 at 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 and may not be shared with anyone outside SHCHC. If clients would like to record their visit, any equipment used to record the visit must be their own. The Centre 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.
Service Animals - Policy and Procedure
Scope
These procedures and practices apply where the SHCHC provides its goods and services on premises that it owns or operates, and if members of the public and other third parties have access to these premises.
Policy Statement
The Sandy Hill Community Health Centre SHCHC recognizes the importance of service animals to persons with disabilities and welcomes them on premises where the 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.
Procedure
These procedures and practices have been established for the purpose of fulfilling the requirements of the Accessibility Standards for Customer Service in Ontario.
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. If the animal is excluded by law, the SHCHC will make reasonable efforts to accommodate the person (e.g., the SHCHC may suggest providing services in an area where the service animal is permitted etc.)
Identifying Service Animals
Service animals may be any animal that assists a person with a disability. They provide a wide range of assistance, including but not limited to: guiding a person who is blind, alerting a person who is deaf to certain sounds, opening doors, retrieving items for persons with mobility disabilities, emotional support for persons with mental illness.
Service animals may be identified by SHCHC employees by any one of the following methods:
- the animal may be wearing a service animal vest, harness or saddle packs,
- the animal may be observed providing assistance,
- the person may have a letter from a physician, nurse, psychologist, psychotherapist, audiologist, chiropractor or optometrist stating that they require the animal for reasons related to a disability,
- the person may show a valid identification card or training certificate from a recognized service animal training school.
Responsibilities of Service Animal Owners
It is the responsibility of the person with the disability to ensure that:
- the service animal is kept in control at all times and is well behaved,
- the service animal is not a threat to health and safety,
- the service animal's immunizations are up-to-date.
- Some areas of SHCHC may be may not be accessible to service animals for health and safety reasons or due to law (e.g., Ontario Regulation 562 under the Health Protection and Promotion Act states that animals are not permitted in areas where food is prepared, handled, served, displayed, stored, sold, or offered for sale).
For example, all animals, including service dogs, are not permitted to enter areas where food is prepared, such as kitchens.
Denial of Access to Service Animals to SHCHC Premises or Services
SHCHC is aware that service animals are usually well trained and well behaved. In the event that this is not the case, service animals may be denied access to SHCHC premises or services for any one of the following reasons:
- disruptive or aggressive behaviour, such as growling, barking or other signs of threatening or aggressive behaviour
- causing damage to any person or property
- poor heath, such as a contagious illness where the animal risks spreading the illness to others
Persons Allergic to or Afraid of Service Animals
Common allergies or fear of animals are not considered disabilities. As a courtesy, the SHCHC may attempt to accommodate persons with common fears and allergies to animals.
In the event that a person may have a severe and debilitating reaction to an animal, such as respiratory distress, SHCHC will suggest alternative means of providing the goods or services to the person, perhaps by limiting exposure to the animal or by another reasonable method or alternative to the service the client wishes to access.
If an employee is allergic to service animals, the Centre will address this situation through the Centre Human Resource policy on Accommodation.
Client Rights & Responsibilities
Scope
The policy is applicable to clients.
Objective
Define the client’s rights and responsibilities.
Client 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 Policy
Scope
This policy applies to all SHCHC staff.
Policy Statement
This policy states the Centre’s views on obtaining feedback from its clients and community members.
Procedure
The SHCHC works to make services as responsive and appropriate to client and community needs as possible.
Feedback, such as complaints, comments and suggestions from clients and community members are welcome and help the Centre improve and change to better respond to client needs.
Employees will support clients through this process by:
- Informing clients that a client feedback process exists,
- Following the procedures outlined below,
- Reporting feedback in an effort to improve programs and services.
Feedback will be monitored by the Director of Planning and Evaluation, and will be reviewed by the Board annually in summary. Every attempt will be made to follow-up client feedback in a timely manner.
Client Feedback Procedures
Scope
This policy applies to all SHCHC staff.
Objective
This policy states the Centre’s views on obtaining feedback from its clients and community members.
Procedure for Complaints
Problems which arise between staff and individual clients are often resolved satisfactorily by the client and the employee and when appropriate with the involvement of other employees.
Problems and client complaints should be recorded by the employee involved and kept in a secure location within the component. Staff must respond to a client complaint, either verbally or in writing, within 10 working days. Notes should include the nature of the problem, circumstances which precipitated the incident, how it was resolved and whether or not the client appeared satisfied with the outcome.
When complaints or problems cannot be satisfactorily resolved between the client and the employee, staff should explain the feedback process and offer a Feedback Form to the client. The Program Director and Executive Director, where appropriate, will investigate as described below.
The Program Director will look into the circumstances surrounding the complaint and follow-up either verbally or in writing with the client and any employee involved within 10 working days. A summary of the process and outcomes will be documented and shared with the Program Team.
A copy of all complaints and resulting documents will be forwarded to the Director of Planning and Evaluation for summary and report to the Board.
Client Appeal
If the decision or intervention reached is unacceptable to the client, a final appeal may be undertaken as follows:
- Clients may appeal to the Executive Director of the SHCHC.
- The Executive Director of the SHCHC will investigate the complaint and will respond to the client verbally or in writing within 10 working days.
Procedure for Suggestions or Compliments from Clients
Clients or community members may not want to complain, but make a suggestion or compliment instead. Employees should encourage formal and informal suggestions/compliments from them. If a person wishes to make a formal suggestion/compliment, staff should provide the Feedback Form and give it to the person to fill out. The form is available on the intranet site and is also kept at all reception desks. Where appropriate, an employee may need to help the client fill out the form.
Once the client is finished filling out the suggestion form, the employee involved should ensure that the form is sent to the Program Director, for response and to share with staff, where appropriate. A copy should also go to the Director of Planning and Evaluation, who will keep a record of all suggestions.
A summary report of client feedback will be provided to the Board of Directors on an annual basis.
Virtual Care at SHCHC
What is Virtual Care at SHCHC?
Virtual Care at SHCHC is care that is provided through secure video or audio communications and may include the use of email to communicate information about upcoming appointments, or other non-urgent information. The Centre will use virtual care when appropriate or necessary situations arise that the Centre believes may result in care being delivered more safely, efficiently, and/or effectively.
Virtual care
cannot replace the need for physical examination or an in-person visit for some disorders or urgent problems.
What are the risks of using Virtual Care at SHCHC?
While the Centre will use reasonable means to protect the security and confidentiality of information sent and received using electronic communications, because of the risks outlined below, the Centre cannot guarantee the security and confidentiality of electronic communications:
- Use of Virtual Care to discuss sensitive information can increase the risks of such information being disclosed to third parties.
- Despite reasonable efforts to protect the privacy and security of electronic communication, it is not possible to completely secure the information.
- Virtual Care may be subject to disruptions beyond the control of the Centre and/or the client that may prevent the Centre from being able to provide services.
- Virtual Care sessions can be overheard or viewed by others in the immediate area. Clients must ensure there is no one else present in their immediate area (unless agreed upon with the Provider prior to the encounter) and that the area they are in is quiet, safe, and appropriate for the type of session taking place. Headphones are suggested to ensure the privacy of matters being discussed.
- Even after the sender and recipient have deleted copies of electronic communications, back-up copies may exist on a computer system.
- Electronic communications may be disclosed in accordance with a duty to report or a court order, as per the Personal Health Information Protection act, 2004 (PHIPA)
What are the conditions of using Virtual Care at SHCHC?
- Virtual Care will not and should not be used for medical emergencies or other time-sensitive matters.
- Virtual Care may not be an appropriate substitute for some services that the Centre offers.
- Clients are responsible for ensuring confidentiality by closing other programs on their device while in a Virtual Care session, planning ahead to minimize distractions, and not answering calls or text messages while in a session.
- Clients will not record Virtual Care sessions without prior knowledge and permission of the provider.
- The Provider will ensure they are only using a secure form of Virtual Care that has been reviewed and approved by the Centre for use.
- The Provider will ensure that all other noises and distractions are eliminated during the session.
- If the session is interrupted due to technical problems, the Provider will attempt to resolve the issues and continue the session. If this is not possible, the session may be rescheduled or an alternate type of session may be suggested.
- The Provider will continue to follow all of the Centre's policies and procedures that exist for in-person services.
- The Provider will exercise care to protect the client's Personal Health Information that is in the Provider's possession and control, as well as restrict unauthorized use, access, copy or disclosure in any manner of this information.
Website User Privacy Notice
Policy
Sandy Hill Community Health Centre (SHCHC) is committed to protecting the privacy of all individuals who visit our website. This policy 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.
Procedures
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
8. Policy Updates
This policy may be updated periodically. Any changes will be reflected on this page, and the updated date will be revised accordingly.
