Client Centered

VHA Home HealthCare (VHA) wants to deliver the highest quality care to clients and their families and is always looking to improve.VHA supports measurement and improvement of client experiences, including through client experience surveys and various initiatives such as Client and Family Centered Care, Changing the Conversation, Client & Family Voice.

Client and Family Centered Care

Client & Family Centered Care is an approach to care that focuses on the whole person as a unique individual and not just on their illness or disease. It allows for health-care providers to come to know and understand the person’s life story, experience of health, the role of family in the person’s life, and the role they may play in supporting the person to achieve health.–Registered Nurses of Ontario, 2015.

Foundation Values & Beliefs:

All VHA staff and service providers are required to apply the following principles of Client & Family Centered Care:
  • Identifying concerns and needs
  • Making decisions
  • Caring and service
  • Evaluating outcomes

Changing the conversation

Changing the Conversation is a flexible approach to care. It encourages our staff and service providers to ask questions that trigger conversation to make sure, to make sure we meet your needs each visit.


Client and Family Voice

VHA wants to engage clients and caregivers in a meaningful way so that we’re not just practicing Client and Family Centered Care, but creating care that’s driven by what clients and their families want.

Learn More

Client Bill of Rights

As a VHA client, you have the right to…
  • Be treated with courtesy and respect and have your culture and lifestyle choices respected
  • Understand the service(s) you will receive and any associated risks
  • Accept or refuse our services
  • Receive safe and reliable services that maximize your independence
  • Play an active role in directing your care and setting your goals
  • Have your information kept confidential
  • Have a friend, family member or other important person present during service or at any meeting with VHA or the VHA provider
  • Get information about VHA Home HealthCare’s complaint process and contact VHA with any concerns/complaints
  • Have questions answered promptly
  • Know the date of your next appointment in advance
  • Be informed of any possible costs (e.g., equipment purchase)


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