Clients/Patients will:

  1. Treat staff & volunteers with respect & honesty.
  2. 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.
  3. Inform staff of needs and changes in circumstances in order to receive relevant services.
  4. Give advance notice of their need to access services in order to ensure the services can be provided in a timely manner.
  5. 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.
  6. 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.
  7. Maintain confidentiality of other clients, patients and staff.
  8. Understand that ARCH and its staff has limitations in regards to the services they provide.
  9. Realize that access to services may have limits and eligibility does not automatically ensure services.
  10. Understand that staff/volunteers may not be available on a drop in basis, an appointment may be necessary.
  11. Deal with problems and concerns in a mature manner according to ARCH’s Policies and Procedures.
  12. 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

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.

  1. Where a manager and an employee agree that a client/patient has contravened the above responsibility.
  2. 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.
  3. Where a client/patient behaves violently in any real or perceived manner. (See Policy on Prevention of Workplace Violence.)
  4. Where a client/patient is or is perceived to be threatening or obscene in interaction with employees, volunteers or other service users.