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At the LOFHT, we believe that patients and their families are our partners in the delivery of quality patient care.

We wish to promote an environment of open communication, collaboration and mutual respect.  To that end, it is important that you understand your rights and responsibilities, to the extent protected by law.

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With so many doctors in the LOFHT, we have a lot of patients to see every day. We understand that sometimes things happen unpredictably, and that you may have to cancel an appointment with us. If you can’t make an appointment, however, please let us know as soon as possible so we can schedule someone else in your place.  If you do cancel regularly, your health professionals can decide to discharge you from their program.  You will need a new referral from your family doctor to access the services again.

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Your doctor and our health professionals, together with the clerical and administrative staff, work as a multidisciplinary team to provide the best health care possible. All of us can have access to your medical record if necessary, and physicians/IHPs will make a note in it after every appointment. Nobody is permitted to look at a medical file unless she/he is authorized. Our medical records are stored electronically allowing immediate communication between care providers. 

Privacy Policy: Here at the LOFHT, we take privacy very seriously. We take every measure possible to ensure the confidentiality of your health information. We have a detailed privacy policy which all employees are required to review and sign. It is based on the Personal Health Information Protection Act (PHIPA), a provincial legislation which governs all medical services. If you would like more information on confidentiality and privacy, or on how your medical record is managed, please ask the receptionist or your health professional.

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The LOFHT seeks to continually provide a welcoming and comfortable environment which ensures trust and respect for all clients, visitors, staff, and volunteers. Lower Outaouais FHT strives to provide clients with a safe environment to grieve, regardless of culture or religious beliefs. In order to maintain our longstanding reputation in the community, we have established this Client/Customer Code of Conduct Policy to specify our expectations.

Also at the LOFHT, we value our clients and what they have to say about the service they receive. We take all complaints seriously as they assist us to improve our products, services and client service.

We are committed to consistent, fair and confidential complaint handling and to resolving complaints as quickly as possible. We aim to make it easy for people to make a complaint if they are dissatisfied and we will treat all clients making a complaint equally.

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