Getting Started & Your Care
What are my rights as a client of Circle of Care?
At Circle of Care, we adhere to the Ontario Patient Bill of Rights. As a patient, family member, substitute decision maker or caregiver, you have the right to expect that every Ontario Health atHome employee, Board member and contracted health service provider shall respect and promote your rights as follows:
- To be dealt with in a respectful manner and to be free from physical, sexual, mental, emotional, verbal and financial abuse.
- To be dealt with in a manner that respects your dignity and privacy, and that promotes your autonomy and participation in decision-making.
- To be dealt with in a manner that recognizes your individuality and that is sensitive to and responds to your needs and preferences, including preferences based on ethnic, spiritual, linguistic, familial and cultural factors.
- To receive home and community care services free from discrimination as per the Human Rights Code or the Canadian Charter of Rights and Freedoms.
- A patient who is First Nations, Métis or Inuk has the right to receive home and community care services in a culturally safe manner.
- To receive clear information about your home and community care services in a format that is accessible to you.
- To participate in the assessment and reassessment of your needs, as well as the development and revision of your care plan.
- To designate a person to be present with you during assessments, and to participate in the development, evaluation and revisions to your care plan.
- To receive assistance in coordinating your services.
- To give or refuse consent to the provision of any home and community care service.
- To raise concerns or recommend changes related to the services that you receive, and with policies and decisions that affect your interests, without fear of interference, coercion, discrimination or reprisal.
- To be informed of the laws, rules and policies affecting the delivery of the home and community care services, including this Patient Bill of Rights, and to be informed, in writing, of the procedures for initiating complaints about the services you are receiving.
You can also read about Circle of Care’s Key Policies,including Health Equity and Diversity, Accessibility and Privacy.
What is a client care plan?
A care plan is a document that provides specific instructions about the tasks and duties required to meet an individual client’s care needs. It includes a detailed list of all approved tasks for PSWs and Homemakers, along with specific instructions when needed.
These care plans are established during initial assessments, and through discussions with clients and/or family, when clients begin their home care services with Circle of Care. They are updated after regular reassessments and when clients’ needs change.
How do I qualify for more care?
If you receive home care from us and your needs have changed, please contact your Client Services Supervisor (CSS) to assist you. At any time, clients may also choose to pay for additional hours.
Circle of Care also offers a variety of other services and supports to help you live independently at home, including Exercise & Fall Prevention Classes, Transportation, Meals on Wheels, Adult Day Program for Seniors with Alzheimer’s & Dementia, Caregiver Support and Visiting Hospice. Call us at 416-635-2860 to learn more.
Expectations, Boundaries & Safety
What are your rules about treatment of staff?
At Circle of Care, we are dedicated to fostering a culture of respect, inclusivity, and compassion. We maintain a strict zero-tolerance policy against any form of harassment, violence (verbal or physical), discrimination, or abusive behaviour directed towards our employees, volunteers, or clients.
Harassment includes any unwelcome conduct, comments, or actions that create a hostile or unsafe environment. Discrimination based on race, ethnicity, gender, sexual orientation, age, disability, or any other characteristic is strictly prohibited within our organization.
If our staff experience any of these behaviours during their visit, they will be directed to leave the premises immediately.
What do I do if I witness an incident related to any of the above?
If you witness or experience any behaviour that violates our zero-tolerance policy, we strongly encourage you to report it promptly. Your concerns will be treated with the utmost confidentiality, and appropriate measures will be taken to address the issue.
What is a therapeutic relationship and how is it maintained?
A therapeutic relationship is a professional relationship focused on your wellbeing, with clear boundaries that help ensure safe and effective care. Circle of Care staff maintain this relationship by acting professionally and respectfully at all times, clearly explaining your care plan, and delivering compassionate care in alignment with it.
Circle of Care clients and their families are expected to treat all staff with respect and dignity but should not develop inappropriate levels of social or emotional intimacy with their care providers.
Are there warning signs to identify if the relationship is crossing therapeutic boundaries?
Clients and staff members should not engage in personal social relationships and must avoid all boundary violations in order to avoid conflict between professional healthcare and social, sexual, religious, or business relationships, which would interfere with the provision of care.
Warning signs of a damaged therapeutic relationship may include:
- Having workers perform or asking workers to perform services that are not outlined in your care plan.
- Any type of abuse from or towards workers, including physical, emotional, sexual or financial.
- Exploitation of the worker-client relationship.
- Verbal abuse including the use of intimidation tactics or threats.
- Accepting or offering gifts or personal invitations.
- Having a social relationship or spending time with your worker outside of service provision.
- Taking photos or videos without explicit consent.
If you believe there to be a breach in the therapeutic relationship between you and your care providers, call Circle of Care to report the issue at (416) 635-2860 or email us at info@circleofcare.com.
What is your policy on gifts?
Circle of Care discourages employees from accepting gifts or favours from clients that are offered in gratitude for services rendered or anticipated.
If a client or family member would like to recognize a staff member for their excellent work, we ask that you submit a Champions of Care nomination, or you can choose to make a donation to Circle of Care through our Celebrate Care program in honour of the worker.
What are your rules about photography of clients?
At Circle of Care, protecting client privacy is essential. Client photos and videos must never be taken by any Circle of Care staff unless staff first receive approval from the Communications Department, and only with the client or caregiver’s signed media release and clear consent. Staff are strictly prohibited from posting any client or caregiver images on their personal social media, even if you give permission, as this is against our company policy. This commitment ensures that every interaction you have with Circle of Care staff upholds your dignity, safety, and privacy.
Service Costs
Which of your services are free and which require payment?
We believe the cost of care should not be a barrier to getting support that is needed.
For those who are eligible for government-funded care, a number of our services can be obtained at no cost through agencies such as Ontario Health atHome (formerly called HCCSS/LHIN/CCAC), or the City of Toronto. There are also supports and services available for eligible Holocaust survivors and veterans. We can help you find your way, and advocate on your behalf to access these benefits.
For clients or family members who are not eligible for government-funded care, services can be purchased.
Also, many of our services are free of charge, such as exercise classes, counselling, care navigation, and socializing activities. Our Meals on Wheels and iRIDE transportation program for seniors do have rates associated with them.
Do not let concerns about cost stop you from inquiring about services. Please contact us to find out about how you or your loved one can afford to stay at home.
Day-to-Day Logistics
What to do if my PSW is late?
If you are awaiting the arrival of your PSW, please remember that your visit has been scheduled to allow your PSW to arrive 15 minutes before or 15 minutes after the appointment time. Many of our PSWs depend on public transportation to get to client visits, so this window provides flexibility for their safe arrival.
What are your protocols about pets and smoking?
At Circle of Care, the health and safety of our staff is of the utmost importance. For this reason, we ask that when our staff are in your home that you make arrangements to place pets securely in another room for the duration of the visit. We also ask that all clients and caregivers refrain from smoking at a minimum of 2 hours prior to your scheduled visit. While our staff members are in your home, there should be no smoking under any circumstances.
Do you provide services on statutory holidays?
Services and programs including Personal Support, Meals on Wheels, Transportation, and Adult Day Program are generally not provided on statutory holidays. In some situations, exceptions to this rule may be made depending on the complexity of a client’s needs.
What does “light housekeeping” mean?
One of the tasks that a PSW or Homemaker can do for a client is light housekeeping, such as dusting, wiping down counters, or sweeping the floor. Approved areas for cleaning include the client’s bedroom, the bathroom, kitchen, and living room. Light housekeeping can also include assistance with laundry (machine only) if client has a minimum of 2-hours for a visit. A care plan will always include duties that are within the scope of our workers.
There are certain duties that are PROHIBITED as they do not fall under the scope of practice and clients should not ask or insist that PSWs or Homemakers perform those tasks. The following are some examples of prohibited tasks:
- Heavy/detailed cleaning, including scrubbing of any other surface, washing walls/doors/furniture etc
- Lifting or moving furniture or any large or heavy object
- Caring for client’s pet(s), including cleaning or removing pet excrement or pet hair
- Ironing/steam pressing of laundry or linens
- Climbing, crawling, stretching, reaching beyond natural limits
- Clean mirrors (except for bathroom mirror with supervisor approval)
- Take down or hang drapes/curtains
- Clean light fixtures
- Clean the basement, garage, balcony or any areas outside of approved rooms
- Perform tasks outside the home, such as snow removal, mowing lawn
- Use wax on floors
- Carry large/heavy loads of laundry
- Empty ashtrays
- Use appliances with frayed cords
- Use gasoline, kerosene or benzene as cleaning fluids
- Handle paint or hazardous chemicals; Responsible for securing/storing paint and hazardous chemicals
- Use electrical space heaters or appliances in the bathroom, laundry room, near the kitchen sink or other areas that may be near water
Feedback & Communication
How do I share a compliment or a complaint?
As a client or caregiver, you have the right to let us know how you feel about the quality of care we provide. Circle of Care invites you to call the agency at any time to speak with your Coordinator or Client Services Supervisor. You can also call our general customer care line at (416) 635-2860 or email us at info@circleofcare.com. You may also fill out our feedback form. If you would like to honour a Circle of Care employee or volunteer by donating to Circle of Care, visit our Celebrate Care page to donate.
