Code of Ethics - Santé Montérégie

Code of Ethics
A Reflection of Our Values
and Commitments
Table of Contents
Introduction
Our Mission .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Our Values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Our Commitments
Right to Respect, Dignity and Privacy . . . . . . . . . . . 6
Right to Protection and Safety . . . . . . . . . . . . . . . . . . . . . . 8
Right to Accessible, Quality Services . . . . . . . . . . . 10
Right to Autonomy .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Right to Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Right to Freedom of Opinion and
Expression, Freedom of Conscience
and Religion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Right to Take Action and Lodge
a Complaint . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Your Responsibilities as a User . . . . . . . . . . . . . . . . . . . .
Rules for Access to Personal Information
in Your Medical Record .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Comments and Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Where to Lodge a Complaint .. . . . . . . . . . . . . . . . . . . . . . .
Most of the photographs in this brochure
are of staff members, doctors, volunteers and
users of the CSSS du Suroît.
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Code of Ethics of
Health and Social
Services Providers
The Centre de santé et de services sociaux
du Suroît has updated its Code of Ethics to
reflect the organization’s values and mission
and to ensure that its users’ rights are respected. It was developed to meet the requirements of the Act respecting health services
and social services. The Code of Ethics reflects
the commitments and responsibilities of
the institution’s administrators, managers,
staff, doctors, trainees, volunteers and users.
Ethics is everyone’s concern, and each
of us must be familiar with its underlying
rules and principles.
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Our Mission
As a provider of primary and specialized
healthcare services, the CSSS du Suroît is
responsible for maintaining and improving
the health and well-being of the individuals living
in its territory. It does this by making a range
of health and social services available to them.
It also offers specialized services to individuals
living in the neighbouring territory of
Montérégie-Ouest.
Together with its partners of the local services
network, the CSSS organizes, coordinates and
provides services to facilitate the patient’s
journey through the healthcare network and
access to continuous, safe, quality services
focused on prevention, treatment and support.
Our Values
The individual is central to our collective and
inter-professional approach, and any decision
we make reflects the following values:
ii Respect and recognition of the person
who receives the services;
ii Teamwork;
ii Commitment of each person involved;
ii Creativity at all levels;
ii Friendly environment.
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Glossary
For your convenience, we have included
definitions of some of the terms used in
this document:
CSSS du Suroît – The Centre de santé et de services
sociaux du Suroît, which offers primary and secondary healthcare services. The organization includes
a hospital, two CLSCs, two residential centres, four
mental health outpatient clinics for youths and adults,
and a mental health day centre offering specialized
services for adults.
User/Close Relative – The person who receives
care and services from the CSSS du Suroît. This term
includes the patient, resident, client and, if applicable,
his or her legal representative. Where appropriate,
this term includes the user’s representative within
the meaning of section 12 of the Act respecting health
services and social services (R.S.Q., c. S-4.2). When
the circumstances surrounding the services require
it, family and close relatives are considered to be
and include significant people in the user’s life.
Health and Social Services Provider – Any
person who carries out a function in the institution,
for example, a healthcare professional, doctor,
medical resident, volunteer, trainee or administrator.
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Right to Respect,
Dignity and
Privacy
“The user is treated with
dignity and respect
at all times.”
6
Our Commitment:
ii We will welcome you and provide any assistance
you require, we will be courteous and polite, and
we will treat you with care, civility and respect.
ii We will address you by the name you prefer
and avoid using language that is too informal.
ii We will identify ourselves by telling you our name
and position, and we will wear an identification
badge.
ii We will use clear, understandable and respectful
language, and we will adapt the way we
communicate with you according to your needs.
ii We will respect your modesty and dignity, and
we will show discretion, tact and reserve.
ii We will respect your beliefs and religious practices,
and we will help make spiritual representatives
available to you.
ii We will be discrete and avoid becoming involved
in your personal life and in the personal lives of
your close relatives.
ii We will keep your medical record confidential at
all times. Any communication between you and our
health and social services providers will take place
in an appropriate location whenever possible.
ii We will respect your right to privacy given the
limitations of our surroundings.
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Right to
Protection
and Safety
“We will protect you
and keep you safe by
providing quality care
and services.”
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Our Commitment:
ii We will safely provide care and services, and we
will use the necessary means and strategies to
minimize the number of incidents and accidents.
We will immediately report any incident or accident to the institution’s appropriate authorities and
take all necessary steps to eliminate or reduce its
consequences. You (and your close relatives or legal
representative) will be informed as soon as possible
of any accident that has occurred involving services
you have received and that may cause or has caused
negative effects to your state of health, as well as
any measures taken to prevent a recurrence of this
type of accident.
ii We will create an atmosphere of trust so that
you will feel safe physically, psychologically and
socially.
ii We will only use physical restraint and isolation
in exceptional circumstances and as a last resort.
Alternative measures will always be preferred
and determined based on the level of the patient’s
danger to himself or herself or to others. The only
reason control measures may be used is to protect
the user, his or her close relatives and other users.
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Right to
Accessible,
Quality Services
“We aim to offer you
quality care and
services in a
timely manner.”
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Our Commitment:
ii We will maintain a level of competence and
professionalism based on the best available
practices while ensuring ongoing quality
improvement and safety of services.
ii We will provide care and services that take into
account your specific physical, psychological,
social and spiritual needs and that are in line with
our mission and available resources.
ii We will respect your right to choose the
institution or professional you wish to receive
care from whenever possible, taking into
consideration the organization, proper functioning
of the institution and available resources.
ii We will treat all users with the same degree
of fairness and with no discrimination, while
taking into account their needs and the
organization’s resources.
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Right to
Autonomy
“Maintaining your
autonomy is important
and will be
encouraged based
on your abilities and
limitations.”
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Our Commitment:
ii We will respect your pace, your choices and
your autonomy, and we will take into consideration
your disabilities or limitations during interventions.
ii With your cooperation, we will offer intervention
plans and services that will enable you to fully
develop your abilities.
ii We will encourage you to maintain your autonomy
when carrying out your activities.
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Right to
Information
“Our objective is
to provide you with
the most complete
information possible
so you can make free
and informed decisions.”
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Our Commitment:
ii We will provide you with all relevant information
and answer your questions so you can make the
right choices about the care and services you need.
ii We will inform you of the various activities
offered by the institution or organized by the
users’ committee or residents’ committee.
We will encourage you to participate in these
activities while respecting your choices and
preferences.
ii We will help you to understand your state of health
and well-being by using clear, simple words and
by explaining the objectives and impacts of the
care and services we offer.
ii We will allow accompaniment or assistance by a
person of your choice at any time when you wish to
obtain information or take certain steps concerning
one of the services our institution offers.
ii We will ensure that we have your free and informed
consent before providing care or services, except in
the case of an emergency (that is, if your life is
in danger or there is a threat to your integrity).
ii We will obtain the consent of your legal represen-
tative (mandatary, tutor, curator, spouse or close
relative) in cases where you are unable to consent
to care or services on your own.
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Right to
Freedom of
Opinion and
Expression,
Freedom of
Conscience
and Religion
“We will encourage
and support you in the
expression of your feelings
and opinions.”
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Our Commitment:
ii We will respect your feelings and show tolerance.
ii We will listen to your needs and the needs of
your close relatives.
ii We will be sensitive to any dissatisfaction you
express and make any necessary changes.
ii We will respect your freedom of conscience and
religion as we provide care and services, as long as
this does not jeopardize your safety and integrity
or the safety and integrity of others, and within
the limits provided by the Act.
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Right to
Take Action
and Lodge a
Complaint
“We offer opportunities
for you to express your
concerns so we can
reach appropriate
solutions together.”
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Our Commitment:
ii We will make ourselves available and search for
solutions together to respond to your concerns.
ii We will offer you an opportunity to forward
your comments or lodge a complaint if you are
dissatisfied with the care and services you have
received or should have received. You must
contact the institution’s local service quality and
complaints commissioner in this type of situation.
However, we strongly encourage you to begin
by speaking to the individuals responsible
for the care and services concerned.
Local Service Quality and
Complaints Commissioner
150 Saint-Thomas Street
Salaberry-de-Valleyfield, Quebec J6T 6C1
Telephone: 450-371-9920, extension 2280
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Your
Responsibilities
as a User
“Everyone’s cooperation
is needed to help ensure
a calm, courteous and
safe environment.”
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Your Commitment:
ii You must make every effort to improve your state
of health, especially during the development of
your intervention plan.
ii You must inform the health and social services
providers of any changes in your state of health
that could affect the care and services you will be
receiving from our team.
ii You must not have in your possession any object or
substance that may be harmful to you or to others.
ii It is important for you to inquire about the various
services offered and the restrictions that apply to
the institution.
ii You are responsible for using the institution’s
services wisely and for following instructions
and respecting the policies in force.
ii Your participation is also essential for ensuring
quality care and services at several points
in time, for example:
- at the election of the members of the users’
committee or residents’ committee and of members
of the institution’s board of directors.
ii No physical or verbal violence will be tolerated,
nor will any form of threat or intimidation, whether
in our institution or during our health and social
services providers’ home visits. The wrongdoer
may be subject to specific measures including
expulsion from the premises, a written notice
from the institution indicating the conditions to be
met before a return to our facilities is permitted,
or police intervention and official charges,
if necessary.
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Rules for Access to
Personal Information in
Your Medical Record
Under certain conditions, the Act respecting
health services and social services allows access to
information in the records of the institution’s users
for the purposes of conducting surveys or requesting
donations to a foundation. However, you are allowed
to refuse this type of access.
Our Commitment:
ii Only the following personal information may
be used for the purposes of requesting
DONATIONS to the institution or to one of its
foundations: YOUR FIRST AND LAST NAMES
and YOUR ADDRESS. Only the following personal
information may be used for surveys concerning
the organization: YOUR FIRST AND LAST NAMES,
YOUR ADDRESS AND YOUR TELEPHONE NUMBER.
ii Only duly authorized persons may use your
personal information, and it must be for the
purposes mentioned above.
Right to Refuse
You have the right to refuse access to your personal
information. You can do this when you register or
are admitted. If this is your intention, please send
us a notice of your refusal to the following address:
CSSS du Suroît – Medical Records Department
150 Saint-Thomas Street
Salaberry-de-Valleyfield, Quebec J6T 6C1
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Comments and
Questions?
Resources are available if you have something
to say:
Users’ Committee and Residents’
Committee of the Centre d’hébergement
Docteur-Aimé-Leduc
80 Du Marché Street
Salaberry-de-Valleyfield, Quebec J6T 1P5
Telephone: 450-373-4818, extension 620
Residents’ Committee of the
Centre d’hébergement Cécile-Godin
55 Saint-André Street
Beauharnois, Quebec J6N 3G7
Telephone: 450-429-6403, extension 4356
Where to Lodge
a Complaint?
Lastly, you can lodge a complaint if you are
dissatisfied:
Local Service Quality and
Complaints Commissioner
150 Saint-Thomas Street
Salaberry-de-Valleyfield, Quebec J6T 6C1
Telephone: 450-371-9920, extension 2280
The Code of Ethics of the CSSS du Suroît was inspired by several
codes of ethics of other healthcare institutions and by the model
developed by the Association québécoise d’établissements de santé
et de services sociaux (AQESSS). It was updated in 2012.
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Contact Details
Hospital
Mental Health Services
Hôpital du Suroît
150 Saint-Thomas Street
Salaberry-de-Valleyfield, Quebec
J6T 6C1
Telephone: 450-371-9920
Toll-free line: 1-800-694-9920
Day Centre for Adults
Centre de jour pour adultes
50 Du Marché Street
Salaberry-de-Valleyfield, Quebec
J6T 1P4
Telephone: 450-373-7321
CLSC de Beauharnois
142 Saint-Laurent Street
Beauharnois, Quebec
J6N 1V9
Telephone: 450-429-6455
CLSC de Salaberry-de-Valleyfield
71 Maden Street
Salaberry-de-Valleyfield, Quebec
J6S 3V4
Telephone: 450-371-0143
Residential Centres
Centre d’hébergement
Cécile-Godin
55 Saint-André Street
Beauharnois, Quebec
J6N 3G7
Telephone: 450-429-6403
Centre d’hébergement
Docteur-Aimé-Leduc
80 Du Marché Street
Salaberry-de-Valleyfield, Quebec
J6T 1P5
Telephone: 450-373-4818
Salaberry-de-Valleyfield
Outpatient Clinic for Adults
Clinique externe pour adultes
181 Victoria Street, 2nd floor
Salaberry-de-Valleyfield, Quebec
J6T 1A7
Telephone: 450-373-6252
Outpatient Clinic for Youths
Clinique externe pour jeunes
181 Victoria Street
Salaberry-de-Valleyfield, Quebec
J6T 1A7
Telephone: 450-373-5705
Vaudreuil-Dorion
Outpatient Clinic for Adults
Clinique externe pour adultes
35 Saint-Charles Avenue
Vaudreuil-Dorion, Quebec
J7V 7K8
Telephone: 450-455-7967
Outpatient Clinic for Youths
Clinique externe pour jeunes
35 Saint-Charles Avenue
Vaudreuil-Dorion, Quebec
J7V 7K8
Telephone: 450-455-3356
To obtain an electronic version of this document:
www.santemonteregie.qc.ca/suroit/documentation
GRM79058-A106-1113
CLSC