Client Rights, Responsibilities, Confidentiality and Privacy Policy and Procedures

I. CLIENT RIGHTS and RESPONSIBILITIES
We respect the unique worth and inherent dignity of all people and strive to provide respectful services in a safe, accessible and confidential environment free from discrimination.
What you can expect from us:

You will be informed of your rights, what to expect from our services including any limitations of those services.
Your participation in service is voluntary and you can stop services at any time. This includes your right to withdraw consent at any time.
You will be informed of any fees associated with service(s), payment options, and will have the right to appeal your fee.
You have the right to examine, obtain a copy, and/or request a correction of your personal health information.
You have the right to have your information kept confidential, except where required by law to report known or suspected child abuse, or harm to self or others, or in situations where to give us consent to share your information.
You have the right to make a complaint and/or appeal any aspect of your service(s).

We aim to meet the communication needs of our clients by providing information and communications in ways that are easy to access for everyone. If you wish to receive this information in a different format, please let us know.

What we expect from you:
To treat our staff and other participants with respect.

To refrain from discriminatory comments or actions.

To maintain an atmosphere of confidentiality including, but not limited to, refraining from recording (audio or video), or disclosing others information or discussions between participants outside of Family Dynamics.
Disrespectful behaviour, harassment or any forms of violence will not be tolerated and may lead to termination of services.

Complaint related to services provided
We are committed to hearing clients’ concerns and attempt to resolve those concerns/issues promptly and effectively when possible.
You have the right to appeal if you are dissatisfied with the services received, and/or have been denied service. Should that happen:

You are encouraged to first contact your Coordinator or Counsellor to arrange a time that is mutually agreeable to discuss the concern/issue.
If the concern remains unresolved, you are encouraged to contact the appropriate Supervisor or Manager. If still unresolved, you may submit your appeal or request in writing to the Executive Director.
Should matters remain unresolved after contacting the Executive Director, you may contact the Board of Directors by writing to:

Board President

c/o Family Dynamics Inc.

401-393 Portage Avenue

Winnipeg, Manitoba

R3B 3H6

4. Family Dynamics will provide a response within 15 days of receiving an official complaint.
5. If you wish to provide additional feedback, please contact us:
Email: info@familydynamics.ca

Phone: 204-947-1401

II. CONFIDENTIALITY

The cornerstone of Family Dynamics is confidentiality; protecting the privacy and dignity of all clients using our service.

Family Dynamics ensures that all individuals receiving service will be assured of this protection, unless otherwise mandated by law.

Family Dynamics staff, students, volunteers and contractors:

Are required to sign a commitment to confidentiality.
Are expected to treat these policies as a matter of highest priority.
Are required to be proactive in insuring the security of all materials pertaining to clients.
Only access information for which they are authorized to do so.

You must give your voluntary consent for us to share your information outside of Family Dynamics. Your consent will specify what information is shared, with whom and for what period of time your consent is valid for.
Your information may be shared within Family Dynamics for the purpose of Clinical Supervision, quality assurance purposes, and for service coordination, and will be limited to only information that is relevant.

Limitations of Confidentiality
Your information will be kept confidential and will not be released to anyone outside of Family Dynamics without your consent with the following exceptions:

If we become aware of actual or suspected abuse and/or neglect of a child, we are legally obligated to make a report to Child and Family Services.
When imminent and/or significant risk of harm to self or others could occur.
When ordered by court subpoena.

III. CLIENT PRIVACY

Family Dynamics policies and procedures for collection, use, disclosure, storage and destruction of your personal health information conform to The Personal Health Information Act (PHIA).
Family Dynamics is committed to protecting the privacy of individuals and will only ask for information that is necessary to provide the services of the Agency.

You will be informed of what personal information is being collected, for what purpose it is being collected, and how it will be used.
We will require your consent to collect, use and disclose your personal information. You have the right to refuse or withdraw consent at any time.
Consent may be given or refused on your behalf by a Substitute Decision maker.
You will be notified of any privacy breaches as per the privacy breach guidelines established by The Personal Health Information Act (PHIA).
If you wish to review your file, obtain a copy and/or request a correction of inaccurate information of your file you can submit your request to the Agency’s Privacy Officer.
Questions, requests, comments and/or complaints about Family Dynamics’ privacy policies and procedures can be directed to the Agency’s Privacy Officer.

Kim Barber

Privacy Officer

204-947-1401

kbarber@familydynamics.ca

For more information related to The Personal Health and Information Act (PHIA), please see the following website:
https://www.gov.mb.ca/health/phia/index.html

To make a complaint to Manitoba Ombudsman:
https://www.ombudsman.mb.ca/

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