Client Rights & Responsibilities


As a NOVA Montréal client, you have RIGHTS:

  • The right to receive considerate and respectful care at all times, with recognition of your personal dignity, individuality and reasonable cultural needs.
  • The right to participate in the development of your care plan, and to receive an explanation of any services suggested, changes in service and alternative services that may be available.
  • The right to be fully informed of the consequences of all aspects of care, unless medically contraindicated, including the possible results of refusal of medical treatment, counselling or other services.
  • The right to refuse medication, treatment, counselling or services without fear of reprisal or discrimination.
  • The right to know that all personal information will be treated confidentially and that no information regarding your health, social and financial circumstances or care provided will be given out without a written release from the client or family.
  • The right to have your compliments, concerns and complaints addressed, without compromise to your care, treatment or services. Please call the Executive Director of NOVA Montréal at 514-866-6801.


As a NOVA Montréal client, you have RESPONSIBILITIES:

  • To provide full information about your medical condition to allow proper evaluation in order to ensure optimal care.
  • To carry out mutually agreed responsibilities as discussed with your care provider and noted in your care plan.
  • To show courtesy and respect to NOVA personnel. For example, please do not smoke during the visit.
  • To provide a safe environment for care to be provided.
  • To inform your care provider if a treatment hurts you or makes you feel uncomfortable in any way – physically, emotionally or psychologically.
  • To ask questions about your care until you get a response you understand.
  • To make sure you understand the consequences if you refuse a treatment or service.
  • To cancel or reschedule, as far in advance as possible, if unable to keep an appointment.
  • To keep your NOVA Montréal chart in a safe place and to return it to us when you are no longer our client.


Confidentiality Policy

NOVA Montréal is committed to the principle of protecting personal privacy of every Board Member, employee, volunteer, student, client and donor. Except as required by law and excluding information that can be released under federal, provincial or NOVA Montréal policies and procedures, the Board member /employee /volunteer /student will not access data that is unrelated to duties; disclose to any other person, firm or corporation, other than those listed on a consent form signed by the individual or designated person, any confidential information; remove or permit the removal of materials containing confidential information from the NOVA Montréal premises, service delivery locations including clients homes or any other places of program delivery, except in permitted activities. Any breach of confidentiality or perceived breach may result in disciplinary action, up to and including termination of employment or student/volunteer placement.