CLIENT/PATIENT CODE OF CONDUCT
- Treat staff & volunteers with respect & honesty.
- Refrain from discriminatory comments or actions in regards to sexism, racism, ableism, classism, homophobia, biphobia, transphobia and any other behavior that is derogatory to a marginalized person(s) in our community.
- Inform staff of needs and changes in circumstances in order to receive relevant services.
- Give advance notice of their need to access services in order to ensure the services can be provided in a timely manner.
- Be prepared to work with other HIV/AIDS Resources & Community Health (ARCH ) & ARCH Clinic staff when your usual Doctor, Nurse or Support staff is not available, or be willing to wait until they are available.
- Understand that ARCH works with many individuals with many levels of needs, and staff may need to prioritize their time to deal with emergency or high need situations.
- Maintain confidentiality of other clients, patients and staff.
- Understand that ARCH and its staff has limitations in regards to the services they provide.
- Realize that access to services may have limits and eligibility does not automatically ensure services.
- Understand that staff/volunteers may not be available on a drop in basis, an appointment may be necessary.
- Deal with problems and concerns in a mature manner according to ARCH’s Policies and Procedures.
- Understand that posting comments on social media that harass, bully or defame a doctor, clinic staff, ARCH staff, patients or clients is unacceptable and could result in immediate dismissal from Clinic/program and services
Refusal of Service:
Service users have a responsibility to be respectful and considerate of other service users, employees and volunteers of ARCH. The decision to refuse service is usually made by the employee/volunteer in consultation with the Executive Director. Wherever possible, if a client/patient is refused service, that service user is provided with a referral to other ARCH services and / or other appropriate agencies.
Individuals may be refused service:
- Where a manager and an employee agree that a client/patient has contravened the above responsibility.
- Where a client/patient is or is perceived to be threatening, harmful, sexually inappropriate or sexually harassing to fellow group members/clients, staff or volunteers, is disruptive to the group’s ability to function, or breaches the group confidentiality requirement.
- Where a client/patient behaves violently in any real or perceived manner. (See Policy on Prevention of Workplace Violence.)
- Where a client/patient is or is perceived to be threatening or obscene in interaction with employees, volunteers or other service users.