SurexCARE supports the belief that our clients should be free to exercise their rights and personal freedoms as defined in the Canadian Charter of Rights and Freedoms & the Ontario Human Rights Code. We are committed to supporting our clients, in exercising these rights. We will safeguard, support and protect the human, civil and legal rights of our clients.

It is SurexCARE’s objective to actively identify and challenge any imposed rights restriction(s) placed on a client.

Where restrictions are believed to be necessary to best support clients, SurexCARE is committed to providing the less restrictive measures possible, providing options and obtaining consent from clients and their families/guardians.

Each client has rights and responsibilities. As a result, SurexCARE has developed a Client Bill of Rights that is reviewed with all clients annually.

CLIENT BILL OF RIGHTS

I HAVE THE RIGHT TO:
• To get good service
• Get help without being bullied, treated unfairly, or forced to do anything
• Get help that respects and understands my ideas and things that are important to me
• Get the help I need in a way that respects my freedom and privacy as much as possible
• Make decisions and change my mind
• Express my feelings
• Say what’s on my mind and to disagree with staff/others
• Make a complaint without fear of reprisal
• Receive a response to any complaint I make
• Be included when people talk about me
• Have relationships, friends, boyfriends/girlfriends
• Privacy
• Spend my money as I choose
• Choose what I want to do with my leisure time
• Have access to the community
• Be treated respectfully, fairly and honestly by staff/others
• Visit family/friends
• Choose my own bedtime

In addition to your rights, you and your family also have responsibilities. You are expected to contribute to a safe environment for everyone. You are responsible to treat everyone, whether other individuals in service, staff or the public with respect and consideration, just as we agree to give you that same courtesy. This means yelling, hitting, biting, bullying, abusive language, harassment and any kind of violence or intimidation will not be tolerated.

If you show any of these behaviours, we will try to help you to stop them. However, if these behaviours don’t stop, you may be refused continued service with SurexCARE. If service is refused, we will provide you with a referral to other services and / or other appropriate agencies.

SurexCARE HAS ZERO TOLERANCE FOR ANY FORM OF ABUSE.

• All service users have the right to live and participate in an environment that is free of abuse
• It is the responsibility of all staff and volunteers to report abuse
• SurexCARE will endeavour to:

• – Provide a safe environment
• –  Prevent all forms of abuse
• –  Ensure all staff,volunteers and service users are aware of forms of abuse including signs of abuse,      responsibilities to report suspicious and observations of abuse, and protect vulnerable persons
• –  Provide support to victims of abuse
• –  Maintain confidentiality of information
• –  Support an employee who reports abuse
• –  Support individuals, families, peers, volunteers who report or are affected by abuse
• –  Have an appeal process for individuals and families
•  

SUPPORT AND TRAINING FOR SurexCARE PERSONNEL

SurexCARE will support and protect all people who report abuse and/or is a victim of abuse.

SurexCARE will provide annual Abuse Prevention Training to staff, outlining the agency’s Abuse Prevention Policies and Procedures.

All personnel working directly with clients are required to review, acknowledge, and sign off on their understanding of the agency’s Abuse Prevention Policies and Procedures on an annual basis.

All personnel working directly with clients are required to review, acknowledge, and sign off on their understanding of the agency’s Abuse Prevention Policies and Procedures on an annual basis.

ABUSE PREVENTION INFORMATION FOR CLIENTS

SurexCARE will ensure that Clients are educated on what abuse is and provided with information what they can do to prevent abuse and how to report abuse in a language and manner appropriate to their capacity and understanding. Clients will receive this information on an annual basis.

SurexCARE recognizes that receiving feedback, both positive and negative, from clients, families/guardians and the public are important to improve our service delivery. Feeback and complaints can be made verbally or in writing and given to any member of the SurexCARE management team.

• SurexCARE will review and document all complaints and feedback and make reasonable efforts to resolve or address matters in a timely way. All complaints and feedback will be dealt with seriously.
• No person who submits a complaint or provides feedback will be negatively impacted or face retribution because they have made a complaint.
• SurexCARE will provide this policy to all clients, their families and guardians and post this policy on its website.
• SurexCARE will report to the Ministry of Children, Community and Social Services, any complaint/feedback affecting the safety or wellbeing of an individual or where the complaint could be considered of public interest.
• SurexCARE will review this policy and all complaints and feedback received annually.
• Surveys will be conducted from time to time to elicit feedback on the quality of ourservices

HOW TO MAKE A COMPLIANT OR GIVE FEEDBACK

1. People in service, families/guardians and anyone in the public can submit a written or verbal complaint/feedback to any employee of SurexCARE.
2. The employee receiving the complaint/feedback will forward the information to their manager.
3. The manager will acknowledge receipt of the complaint/feedback to the person making the complaint/feedback and inform them of the next steps in the complaints / feedback process. If the manager can resolve the issue, they will do so.
4. If the manager is not able to resolve the issue, they will forward the complaint/feedback to the Program Director and Executive Director. Within ten (10) days of receiving the complaint/feedback the Executive Director or designate will investigate and respond to the complaint/feedback. The person making the complaint will be informed of the results of the investigation and any follow-up actions taken to resolve the issue.
5. Where the complaint involves the Executive Director, the person making the complaint may submit their complaint, in writing, directly to the Chairperson of the Board of Directors at boardofdirectors@surexcare.com.
6. On an annual basis the Executive Director will review all complaints/feedback and provide a report for the Board of Directors.

APPEAL PROCESS

1. If the person making the complaint is not satisfied with the resolution, they may, within ten (10) business days of receiving the written response from the Executive Director submit a written appeal to the Chairperson of the Board of Directors, outlining areas of disagreement or dissatisfaction at boardofdirectors@surexcare.com.
2. The Chairperson of the Board of Directors shall convene a meeting as soon as possible or within thirty (30) days with a minimum of two (2) members of the Board of Directors to consider the appeal. The Chairperson of the Board of Directors will provide a written response to the appeal.

STATEMENT OF COMMITMENT

SurexCARE is committed to providing excellent housing and support services that are, to the extent possible, equally accessible. Our workers reflect, in their everyday performance, our commitment to creating a more accessible Ontario, and preventing and eliminating barriers experienced by persons with disabilities. We have experience accommodating and adapting the services we provide to meet the needs of tenants and clients with disabilities – if you require accommodations due to a disability, please bring this to the attention of SurexCARE staff involved in your care, and we will do our best to support you.

CORE PRINCIPLES

SurexCARE strives to provide housing and services that reflect the following principles:

• Dignity – Persons with disabilities are valued service users as deserving of housing/services as any other tenant or client.
• Equality of Opportunity – Persons with disabilities shall have equal opportunity to obtain, use and benefit our housing and services.
• Integration and Participation –Persons with disabilities shall access their community and services in a similar manner as any other member of the public. Where this is not possible, services will, to the extent possible, be provided in another way that considers the person’s individual needs.
• Independence – Housing and services shall, where possible, be provided in a way that respects the independence of persons with disabilities. Staff are willing to assist a person with a disability but will not do so without first attempting to get the permission of the person with a disability.

ACCESSIBILITY FEEDBACK & COMPLAINTS

SurexCARE welcomes feedback on how we provide services. Clients and family feedback will better enable us to identify barriers and respond to concerns. If you would like to provide general feedback about our services, please speak with SurexCARE staff involved in your care. If you would like to make a formal complaint regarding the accessibility of housing and services at SurexCARE, you may do so by:

1. By asking a SurexCARE staff member to complete Complaint Registration Form on your behalf; or
2. Using the contact form on the SurexCARE website (www.surexcare.com). Complaints should include your name and contact information, the services you receive from SurexCARE and housing location (if any), the names of your workers at SurexCARE and the details of your complaint. Contact form submissions go directly to the Executive Director, who will work with relevant program staff to determine an appropriate response.

You can expect to hear back within ten (10) business days. SurexCARE will make sure that our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, upon request.

ASSISTIVE DEVICES

Clients and tenants with disabilities may use their personal assistive devices when accessing services and facilities at SurexCARE. If there is a barrier that prevents the use of an assistive device on SurexCARE premises or where services are provided, measures will be taken to assist the individual with a disability in obtaining, using or benefitting from SurexCARE services and facilities.

COMMUNICATION

We will work with persons with disabilities to determine a method of communication that works for them. We will provide, on request, information in an accessible format or with communication supports to individuals with disabilities, within a reasonable time frame. Accessible formats and communication support will be provided at a cost that is no more than the regular cost charged to other persons.

SERVICE ANIMALS

Service animals are allowed on the parts of our premises that are open to the public. If service animals are excluded from the premises by law, we will explain why the animal is excluded, and discuss with the individual another way of accommodating their disability in order that they may access our services and facilities.

SUPPORT PERSONS

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises that are open to the public. SurexCARE will ensure that both the individual with a disability and their support person are permitted to enter the premises together, and that the person with a disability has access to the support person while on SurexCARE premises. If you require a Sign Language Interpreter for social events and outings, please let us know (as early as possible), and we will do our best to schedule one for you.

EMERGENCY PROCEDURES

Where our emergency procedures, plans or public safety information are available to the public, SurexCARE will provide the information in an accessible format or with appropriate communication supports, as soon as practicable, upon request.

NOTICE OF AVAILABILITY OF DOCUMENTS

SurexCARE will provide documents or information contained in them in an accessible format or with communication support on request. We will consult the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner, and at no additional cost.

STATEMENT OF COMMITMENT

Ontario has a law (the Personal Health Information Protection Act, 2004) that protects your personal health information (PHI). SurexCARE values the trust that you, our clients, place in us, and is committed to protecting your right to privacy. We wish to be transparent about why we collect your PHI, how we use it, and when we will disclose it; to keep that information private and confidential to the greatest extent possible; and to ensure that you know who to contact if you have questions or concerns around our handling of PHI.

WHAT INFORMATION DO WE COLLECT?

The information that we collect may include, for example, your name, date of birth, address, health card number; as well as information about your mental and/or physical health and the programs and services you have accessed.

We use this information about you in order to:

• Determine your eligibility for SurexCARE programs and services, and identify the programs and services most appropriate for you;
• Calculate your rent and process rent payments, if applicable;
• Organize, plan and coordinate your support;
• Plan, administer and manage our internal operations;
• Conduct risk assessment, error management and quality improvement activities;
• Support you in managing your health services and planning;
• Comply with legal and funding requirements; and
• Fulfil other purposes permitted or required by law.

We will try to get your or your Substitute Decision Maker’s written permission before sharing your PHI with anyone outside of SurexCARE. During intake, you or your Substitute Decision Maker will be asked to sign Consent Forms allowing us talk to other individuals and organizations involved in your care – communicating them helps to ensure that your care is appropriate, well-coordinated and integrated. However, please let your staff know if you would like to place restrictions on what or with whom we share PHI – we will respect your decisions regarding your information to the extent that they do not interfere with our legal or professional requirements or our ability to provide appropriate care.

Please note that there are some exceptional circumstances where we may be required to give out some of your personal health information without your consent (for example, in emergency situations and for the purpose of cooperating in an investigation). If you would like to know more, please request a copy of our Statement of Policy and Procedure on Client Privacy and Confidentiality.

WHAT ARE MY RIGHTS WITH RESPECT TO MY PERSONAL HEALTH INFORMATION?

YOU HAVE THE RIGHT TO:

• Withhold your consent or withdraw it at any time.
• See and get a copy of your health record, and ask us to make corrections to inaccurate/incomplete information.
• Be told if your PHI is stolen, lost or improperly accessed.
• File a complaint regarding SurexCARE’s information handling practices.

There are certain exceptions to these rights – for more information, please request a copy of our Statement of Policy and Procedure on Client Privacy and Confidentiality.

WHAT IS SUREXCARE RESPONSIBLE FOR?

SurexCARE is responsible for taking steps to keep your information safe and secure and to protect it from theft, loss and unauthorized access, copying, modification, use, disclosure and disposal. We do this by ensuring that records containing personal health information are kept in a locked cabinet within a locked office where they are only accessible to staff involved in your care, and by likewise protecting and role-restricting information that is stored electronically. These systems are monitored and audited regularly. We take steps to ensure that everyone who performs work for us protects your privacy and only uses your personal health information for the purposes you have consented to.

HOW TO CONTACT US

Privacy Officer
40 Wynford Drive, Ste. 311
Toronto, ON M3C 1J5
Telephone: 416-469-4109
Email: info@surexcare.com

If you are not able to resolve a problem directly with us and wish to make a complaint to the Information and Privacy Commissioner, the provincial agency which oversees privacy compliance, contact:
Information and Privacy Commissioner of Ontario
2 Bloor St. East, Suite 1400
Toronto, ON M4W 1A8

Telephone: 1 (800) 387-0073
Email: info@ip.on.ca
Website: https://www.ipc.on.ca/health/your-health-privacy-rights-in-ontario/privacy-breaches-under-phipa/

MULTI YEAR ACCESSIBILITY PLAN 2024-2029

COMPLAINTS & FEEDBACK

Feedback may be positive or negative comments relating to the service delivery provided by SurexCARE.

POLICY

SurexCARE recognizes that receiving feedback from clients, families/guardians and the general public are important to improve our service delivery.

• SurexCARE will review feedback and make reasonable efforts to address and resolve issues as required. All feedback will be dealt in a timely manner.
• There will be no negative impact or discrimination against anyone who provides feedback
• SurexCARE will provide this policy to all clients, their families/guardians, staff/volunteers.
• SurexCARE will report, to the MCCSS, any feedback affecting the safety or wellbeing of a client, or where the complaint could be considered of public interest.
• Complaints/allegations of abuse are covered under Policies and Procedures 3-M Abuse Prevention.
  This policy will be posted on the SurexCARE website.

PROCEDURES

• Clients, families/guardian can submit written or verbal feedback to any employee of SurexCARE.
• A member of the public must submit written or verbal feedback to Management.
• Staff receiving written feedback will forward it to their immediate Supervisor.
• Staff receiving verbal feedback will discuss the matter with their immediate Supervisor, and if deemed necessary, the Supervisor will write a Confidential Information Report with details of the feedback to the Executive Director.
• If necessary, the Supervisor will acknowledge receipt of the feedback and inform all parties of the next steps.
• The Executive Director or designate will address the feedback.
• The Executive Director or designate will complete and send a Serious Occurrence Report to the MCCSS regarding any contentious feedback.
• Feedback pertaining to the Executive Director must be submitted to the Chair of the SurexCARE Board of Directors.
• As necessary, Executive Director will share feedback with the SurexCARE Board of Directors.