If it happens to me
Unfair treatment does not define your worth. You can seek information and support without having decided if you want to complain. The next step depends on your needs and what feels safe for you.
Put into words what has happened
Think about what was said or done, where it happened and what consequence it had for you. If it helps, write down the date and save any messages or documents you already have in a private place. You don't need to expose yourself to get more evidence.
Decide what you need now
It could be getting care, talking to someone, getting an explanation, or preventing it from happening again. You can ask a trusted person to accompany you and agree on what information you want to share.
Prepare a specific request
If you decide to talk to the service, describe the fact and the change you need. You can ask for a private space, understandable information or an explanation of the criteria used. You don't have to tell your entire story to make that request.
Check support options
Look for an entity or service appropriate to the reason, place and scope of what happened. Ask what help they offer, how they process your data and whether there are any relevant deadlines before you decide. In a health center you can ask for information about its channel of care for patients or users.
Fictional situation: at reception they ask you to explain your diagnosis in front of other people.
A possible answer. You can say, “I prefer to discuss this information privately. Can we talk in another space and clarify what data is necessary?
If I accompany or witness it
Accompanying begins by listening to and respecting the person's decisions. Sometimes a brief intervention helps; others, offer company or seek information together.
Listen without questioning
Let the person explain what they want and avoid asking them to immediately demonstrate what happened. You can start with: “I'm sorry you went through this. What do you need now?
Agree on your role
Ask if they want you to be present, seek information, or talk to someone. Do not contact her work, her family or a service without agreeing with her. Accompanying does not mean deciding for another person.
Intervene proportionately
If it's safe, you can question a generalization or ask that a mockery stop. If there is tension, prioritize leaving the situation or seeking support. You don't need to win an argument to help.
Correct the message and take care of the data
When faced with a rumor, start with the verified information and share its source. Don't use someone's diagnosis, identity, or administrative situation as an example without their permission. Ask later if you need anything else.
Fictional situation: in a meeting it is generalized that homeless people do not want to receive help.
A possible answer. You can answer: “We don't know what each person needs or what barriers they encounter. Let's talk about what supports are offered and how to listen to their preferences.
Yes I am professional
Care begins before entering a consultation. Reception, administration, clinical teams and social services can review treatment, privacy and access barriers together.
Ask without assuming
Explain why you need information and ask open-ended questions. Do not deduce sexual practices, family support or infection from appearance, origin or identity. Ask how the person prefers you address them.
Make a private conversation possible
Check where sensitive data is asked and discussed. Confirm with the person who they want to be present. Explain in an understandable way the use of your information and verify that the registry does not disseminate data that other people do not need to know.
Justifies care decisions
Base assessment and precautions on activity and relevant clinical information. An indicated preventive measure does not amount to discrimination; restrictions based only on tags need to be revised. Explain the reason for your decisions.
Agree on a viable next step
Check if the person can use the appointment channel, understand the instructions and access the proposed resource. Explore alternatives and mediation when necessary. If the problem depends on a service standard, escalate it to the team and document the need for change.
Fictional situation: a person misses several appointments and the team describes them as "not interested" without having spoken to them.
A possible answer. Start by asking: "What made it difficult for you to come and what form of contact works for you?" Then check if the schedules, transportation or appointment system allow you to continue care.
If I am part of an organization
Fighting stigma also requires changing procedures. An organization can review who it leaves out, how it responds to incidents, and who participates in its decisions.
Walk through the service as a person uses it
Review the initial information, forms, appointment, care and follow-up. Ask what each piece of information or requirement is for and what alternative exists if someone cannot meet it. It includes linguistic, physical and digital barriers.
Listen to those who encounter barriers
Invite people with diverse experiences to participate and agree how their contributions will be used. It allows you to contribute without telling a diagnosis or a personal story. Your participation must be able to change decisions, not just appear in a campaign.
Turn training into concrete changes
Include the entire team and work on common situations. Assign each improvement to a responsible person, a deadline and a way to verify it: for example, having an alternative to the digital appointment and explaining how to use it.
Create an accessible response and check results
Explains how to report an incident, who receives it and what steps follow. It protects the information and prevents the person from having to repeat their story unnecessarily. Review whether the measures remove barriers and communicate the changes without exposing those who asked for help.
Fictional situation: an entity requires an email to request a first interview and several people cannot complete the process.
A possible answer. Review the need for this requirement, offer another application route and check with the users that they can access it without additional help.
Find the right resource
The type of support available depends on the reason for discrimination, the territory and your situation. The scope of each resource is indicated in the library.
Consult resourcesSources to continue reading
- Comprehensive law for equal treatment and non-discrimination · 2022 (opens another tab)
- What to do if you have been discriminated against based on racial or ethnic origin (opens another tab)
- HIV-positive words (opens another tab)
- HIV, hepatitis and STI services for key populations · 2022 (opens another tab)
Document consultation: September 21, 2026. The selection of sources does not amount to a professional review of this page. How we process information.