1. We expect that our individual identity, beliefs, history, culture, and ability will be respected in our care.
2. We expect health care provideres will introduce themselves and identify their role in our care.
3. We expect that we will be recognized as part of the care team, to be fully informed about our condition, and have the right to make choices in our care.
4. We expect that families and caregivers be treated with respect and seen as valuable contributors to the care team.
5. We expect that our personal health information belongs to us, and that it remain private, respected and protected.

1. We expect health care providers will act with empathy, kindness, and compassion.
2. We expect individualized care plans that acknowledge our unique physical, mental and emotional needs.
3. We expect that we will be treated in a manner free from stigma and assumptions.
4. We expect health care system providers and leaders will understand that their words, actions, and decisions strongly impact the lives of patients, families and caregivers.

1. We expect open and seamless communication about our care.
2. We expect that everyone on our care team will be accountable and supported to carry out their roles and responsibilities effectively.
3. We expect a health care culture that values the experiences of patients, families and caregivers and incorporates this knowledge into policy, planning and decision making.
4. We expect that patient/family experiences and outcomes will drive the accountability of the health care system and those who deliver services, programs, and care within it.
5. We expect that health care providers will act with integrity by acknowledging their abilities, biases and limitations.
6. We expect a transparent, clear and fair process to express a complaint (without fear of reprisal), concern, or compliment about our care and that it not impact the quality of the care we receive.

1. We expect we will be proactively and meaningfully involved in conversations about our care, considering options for our care, and decisions about our care.
2. We expect our health records will be accurate, complete, available and accessible across the provincial health system at our request.
3. We expect a transparent, clear and fair process to express a complaint (without fear of reprisal), concern, or compliment about our care and that it not impact the quality of the care we receive.

1. We expect equal and fair access to the health care system and services for all regardless of language, place of origin, background, age, gender identity, sexual orientation, ability, marital or family status, education, ethnicity, race, religion, socioeconomic status or location within Ontario.
2. We expect that we will have opportunities to be included in health care policy development and program design at local, regional and provincial levels of the health care system.

• Be treated in a kind and respectful way.
• Receive culturally-sensitive care that supports diversity and inclusion.
• Expect that all information about your health care will be kept private and confidential in accordance with the law.
• Be given information in a way you will understand.
• Receive the active offer and services in both official languages.
• Receive communication supports, alternative formats of communication, upon request.
• Expect that you will be involved in discussions with your healthcare team.
• Be equal partners in decision making.
• Refuse care as permitted by law.
• Express your concerns without fear of reprisal and get answers to your questions.

• Be polite and respect the privacy of other patients, visitors and members of the health care team.
• Avoid offensive or abusive language.
• Recognize that the needs of other patients and families may sometimes be more urgent than your own.
• Give accurate information to your health care team to help them plan your care.
• Give your health care team the name of the person who will represent you if you cannot make decisions by yourself.
• Be familiar with the names and roles of people involved in your care.
• Follow the plan of care given to you the best way you can.
• Accept responsibility for the decisions you make about your treatment.
• Understand that HSN does not take responsibility for lost, stolen or damaged patient belongings or personal assistive devices.
• Respect hospital property and act in a safe and responsible way.
• Verify your insurance coverage before selecting semi-private or private accommodations and understand that you may be responsible for all expenses not covered by OHIP or private insurance during your hospital stay.
• Keep appointments, or call to cancel if you are unable to keep your appointment.
• Comply with all applicable federal, provincial and municipal laws and follow HSN policies and procedures.
• Understand that photography, audiography, videography at HSN is only with Manager or Physician approval to ensure the privacy of all.

• Observe the visiting policy for the area you are visiting.
• Respect our patients’ right to privacy and leave the patient room or care area when asked by hospital staff – indecent or abusive behaviour will not be tolerated.
• Be considerate of the rights of our patients and hospital staff by treating them with courtesy and respect.
• Do not visit if you are not feeling well or have an illness that could be transferred to our patients.
• Be respectful of the property of other people and of the hospital.
• Comply with all applicable federal, provincial and municipal laws.
• Comply with safe conduct regulations.
• Photos, audio recordings or videos are not to be taken while on hospital property without prior approval.

Visitors who do not comply with these responsibilities may be asked to leave or escorted off hospital property.