Policies

Our organizational policies are designed to protect clients, staff, and the communities we serve.

Client Rights & Responsibilities

Every client of LLGAMH has the right to receive respectful, confidential, and non-judgmental care. Clients are informed of their rights upon intake and may request a copy of the full policy at any time.

Right to dignity and respect
Right to confidentiality of personal health information
Right to participate in your own care planning
Right to ask questions and receive understandable answers
Right to file a complaint without fear of retaliation

Privacy & Confidentiality

LLGAMH is committed to protecting the privacy of all personal health information in accordance with PHIPA (Personal Health Information Protection Act) and FIPPA.

Information is collected only for care and service delivery purposes
Records are kept secure and accessed only by authorized staff
Information is not disclosed without written consent except as required by law
Clients may request access to their own health records

Complaints & Feedback

LLGAMH takes all complaints seriously and uses feedback to continuously improve. A formal complaint process is available to all current and former clients.

Complaints may be submitted in writing, verbally, or by phone
All complaints are acknowledged within 5 business days
A formal response is provided within 30 days
If unresolved, complaints may be escalated to the Health Quality Ontario Patient Ombudsman

Safe Messaging & Duty to Protect

Staff follow evidence-based safe messaging guidelines for suicide and self-harm, and have a duty to warn or report when there is imminent risk to life.

Safe messaging guidelines aligned with CAMH and MHCC standards
Duty to warn applies when there is credible risk to an identified person
Mandatory reporting obligations for child protection concerns under the Child, Youth and Family Services Act

Client Bill of Rights

I have the right to:

Be treated with respect, dignity, and without discrimination
Receive services in a safe environment
Be fully informed about available service options and participate in decisions about my service plan
Make informed choices and provide informed consent to services and treatment
Receive timely support services
Have my privacy respected and my personal information kept confidential
Raise concerns or make a complaint without fear of reprisal
Request access to my personal health information