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Access to Health and Social Services in Official Languages (Reaffirmation) - CAN/HSO 11012:2018 (R2022) (E)

Access to Health and Social Services in Official Languages (Reaffirmation) - CAN/HSO 11012:2018 (R2022) (E)

$119.00 CAD

About Our Standards

HSO standards are the foundation on which leading-edge accreditation programs and great public policy are built. Standards create a strong health care structure that the public, providers, and policy makers can rely on, assuring high quality health services where it matters most.

HSO’s standards are formatted using the following structure.

  • Section Title: A section of the standard that relates to a specific topic.
  • Clause: A thematic statement that introduces a set of criteria.
  • Criteria: Requirements based on evidence, that describe what is needed by people to achieve a particular activity. Each criterion outlines the intent, action, and accountability.
  • Guidelines: Provide additional information and evidence to support the implementation of each criterion.

About This Standard

This is a reaffirmation of CAN/HSO 11012:2018 Access to Health and Social Services in Official Languages. The standard is aimed to align with other HSO standards that apply to health and social services organizations offering services in both official languages, English and French.

The standard content is grouped into five sections:

  • Establishing the Active Offer of Services
  • Clinical Research
  • Governance and Leadership
  • Workforce
  • Quality Assurance

This particular standard is intended to be used as part of a conformity assessment. This standard will be undergoing periodic maintenance. HSO will review and publish this standard on a schedule not to exceed five years from the date of publication.



This standard specifies the requirements for health and social service organizations to promote access to safe health and social services in the patient's preferred or required language. The standard provides:

  • Health and social service organizations with guidance on how to ensure quality and safety within their unique organizational and language contexts;
  • Policymakers with a blueprint for the requirements to recognize health and social service organizations that offer quality health and social service to the official language communities in their jurisdictions; and,
  • External assessment bodies with measurable requirements to include in assessment programs of health and social service organizations that offer services to Canada’s official language communities.


This standard applies to health and social service organizations providing health and social services in Canada’s official languages, English and French.


This Standard was commissioned by Société Santé en français and was supported by the Government of Canada (Health Canada).

Société Santé en français is a Canadian leader who, in close collaboration with the Santé en français networks in each province and territory, provides better access to quality French-language health and social services programs and services. Such efforts improve the state of health and social services of all Francophone and Acadian people living in official language communities.

Société Santé en français

223, Main St., Office L396

Ottawa, Ontario K1S 1C4


HSO is an independent, not‑for‑profit corporation and is registered in Canada as a charity, in accordance with Canada Revenue Agency rules, with a mandate to enable and empower people around the world to continuously improve quality of care.

While designated as a Standards Development Organization by the Standards Council of Canada (SCC), HSO operates independently from SCC. HSO does not receive ongoing funding from SCC, other crown corporations of Canada, or federal or provincial entities.

HSO charges a nominal fee to help offset the associated costs of development and maintenance of HSO standards, as most HSO standards are self-funded.

If cost is a barrier to accessing an HSO standard, please email and a team member will assist you.

Standards available for purchase through this E-Store are considered HSO standards and must only be used in accordance with applicable HSO Terms of Use or client agreement and are not applicable for assessment purposes. If you are part of an assessment program such as the Qmentum accreditation program, with one of our partners including Accreditation Canada, Qualicor Europe, IQG, or IQMH, your assessment body will provide you with the assessment standard prior to the standard being incorporated into your program and used for surveys or assessment purposes. For information on assessment standards, or to obtain the version specific to your program, please contact your assessment provider.

Standards purchased online are delivered as printable PDF downloads. If you would like a copy printed and shipped to you, please email

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