Deltassist is committed to providing high-quality services that recognize the experiences, values, and needs of the individuals who make up the diverse community we serve.
We believe in providing collaborative services in an environment that is safe, confidential, supportive, and friendly for clients to help maintain their overall health. Understanding the client’s rights and responsibilities is central to this collaboration.
To receive your counsellor’s most diligent efforts to deliver the highest quality care that they are able to provide.
To ask questions and to be informed about benefits, risks, and alternatives around your own treatment.
To have your counsellor available for all appointments.
To receive adequate notice regarding the cancellation of any appointments.
To have all personal information kept confidential; except when permission is given for its release, or when release of information is required under the limits of confidentiality.
To disagree with your counsellor, to request a different counsellor, or to leave treatment.
As our client, you have the responsibility to:
To treat others with dignity and respect and to refrain from employing abuse of any type or the threat of any type of abuse during counselling.
To make your best effort to work toward your treatment goals.
To make your counsellor aware of all information that might be relevant to your treatment.
To arrive on time (for all scheduled appointments), and not be under the influence of substances.
To notify your counsellor in advance if there is a need to cancel or reschedule an appointment.
To inform your counsellor of any concerns you may have about confidentiality, and to keep confidential all information discussed in group sessions.
To discuss with your counsellor, prior to making a final decision, any desire to change counsellors or to leave treatment.
As our client, you are entitled to:
Full knowledge of any limitations and/or risks involved in any planned course of service before giving your informed consent
Participate fully in decisions about, and evaluation of, the service you receive
Ask questions about the service you receive and/or view any information kept about yourself at any time during the time of service, or thereafter
Receive service in an environment that is nurturing, and free from threats of physical, emotional, and psychological harm
Know how to access the supervisor of any/all program(s) from which you receive services
Communicate to the supervisor any concerns that you may have about the service you are receiving; and, to have those concerns addressed in writing by the supervisor of the program
Know the hours of operation of services via signage, voice mail messages
Know the rules, behavioural expectations and other factors that could result in discharge
Complaint and Appeal Procedures
Clients who have a complaint regarding the services they receive or any of the Society’s employees should inform their service provider of their concerns.
If a client is not comfortable raising the complaint with their service provider, or if the service provider’s response to the complaint is not satisfactory, the Manager of Counselling Services may be contacted and the supervisor will be available to discuss the issue with the client within five working days.
If a client requires the Manager of Counselling Services name the receptionist or other staff will provide it upon request.
In the event that a client indicates in writing that they are not satisfied by the Manager of Counselling Services to the complaint, the Manager of Counselling Services will offer to arrange an opportunity for the client to speak with the Executive Director within ten working days; and will provide the client with the Executive Director’s name. If the client has difficulty putting the complaint in writing, assistance will be provided. The Executive Director will be provided all the information regarding the complaint and how it has been dealt with to date. The Executive Director will then contact the client within ten working days to attempt to resolve the issue.
The client/consumer shall be entitled to a written statement from the Society at any stage of this process.
