Osler’s commitment to our patients

Osler’s Patient Declaration of Values supports our commitment to excellence in quality of care with a focus on patient and family-centred care that is respectful of the individual beliefs and values of everyone we serve. These values are in keeping with the Excellent Care for All Act (ECFAA), and were developed through an open and transparent community and Patient and Family Advisory Council (PFAC) consultation process. These values reflect what patients and their families tell us matters most. Osler is committed to true partnerships with patients and families and ensuring these values are upheld for every patient, every time.

Respect 

You are treated with compassion, empathy, positivity, dignity and respect for your individual circumstances, wishes, concerns and values.

You are treated in a manner that recognizes and values that we are all unique with respect to identity, culture, community, language, information needs, and lived experiences.

You are treated in a manner that is free of discrimination, abuse or harm..

Quality 

You receive timely access to excellent care and appropriate treatment that is safe, compassionate, holistic, coordinated, and based on established standards and best practices.

Engagement and Participation 

 You have a right and a responsibility to participate in your care and to make decisions about your health care and treatment if you so wish, including the decision to refuse treatment as permitted by the law.  

You have a right and a responsibility to have a substitute decision maker who will follow your wishes if you become unable to make decisions about your own care and treatment.

Your patient care experience is inclusive of your family – however you define it.

Privacy and confidentiality

Your privacy is respected under the law and in accordance with our commitment to protect your personal health information in all situations.

You can expect full consideration of your privacy and confidentiality in care discussions, procedures, and treatments. 

You will be informed of how to access your health records and how to raise concerns or ask questions about privacy.

Being informed

 You receive the information you need to make decisions about your care and treatment in a timely manner, communicated with accuracy and sensitivity and in your preferred language. 

You are encouraged to ask questions and are provided information and education about your care and treatment in a manner that is clear and accurate, is in a format that is easy for you and your family to understand, and takes into consideration your readiness to receive it.

You are informed of the names and roles of people involved in your care, and the health care professional (s) in charge of your treatment.

You will be informed of the fees not covered by OHIP and what services you and your family will need to pay for.

 Having a voice

 You are supported and encouraged to express opinions about your hospital experience, positive or negative, and will be informed of how to bring forward a complaint or a compliment.

 

Your Rights and Responsibilities

When it comes to delivering excellent patient care, we consider our patients to be our partners. And, as in all partnerships, rights and responsibilities are shared.

We make the following commitment to you - the patient.

Your Rights

You have the right to:

  • Be treated in a kind and respectful way.
  • Culturally-appropriate care.
  • Expect that all information about your health care will be kept private and confidential in accordance with the law.
  • Have information shared in a way that you find most helpful. 
  • Expect that your health care team will share important information with each other.
  • Participate in making decisions about your care.
  • Refuse care as permitted by the law.
  • Know the names and roles of people involved in your care.
  • Know the name of the doctor in charge of your treatment.
  • Express your concerns and get answers to your questions.
  • Be informed of the fees not covered by OHIP.

Your Responsibilities

As a patient you also have responsibilities: 

  • Be polite and respect other patients, visitors and members of the health care team.
  • Recognize that the needs of other patients and families may sometimes be more urgent than your own.
  • Provide accurate information with your health care team to collaborate in your plan of care.
  • Provide your health care team the name of the person who will represent you if you cannot make decisions by yourself.
  • Engage in your plan of care the best way you can.
  • Be informed of treatment options and your participation in shared decision making
  • Take care of your personal things and send home anything that is not needed.
  • Respect hospital property and value a safe and responsible environment.
  • Be aware of the details of your personal private insurance coverage.
 

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