THE CHARTER

Everyone who is seeking or receiving care in the Australian Health system has certain rights regarding the nature of that care. These are described in the Australian Charter of Healthcare Rights. The rights included in the Charter relate to access, safety, respect, communication, participation, privacy and comment. The Australian Charter of Healthcare Rights is available to everyone in the healthcare system. It allows patients, consumers, families, carers and providers to share an understanding of the rights of people receiving health care.

Patients, consumers, healthcare providers and health service organisations all have an important part to play in achieving healthcare rights and contributing to a safe and high quality healthcare system. A genuine partnership between patients, consumers and healthcare providers is important so that everyone achieves the best possible outcomes. Healthcare providers are aware that in some

circumstances, your ability to interact with the healthcare system may be restricted. Where possible

they will alert family or support services about your circumstances if they consider that you need assistance.

The Australian Charter of Healthcare Rights in Victoria is also available in English, Braille, Audio and 25 community languages from the website www.health.vic.gov.au/patientcharter.

Access

A right to health care. You have a fundamental right to adequate and timely health care. Sometimes this may not be at the healthcare facility you first attend as not all services are necessarily available everywhere. You can contribute to the right of access by trying to meet your appointments and telling the facility when you cannot.

Safety

A right to safe and high quality care. If you are unsure about what is happening to you or if you think something has been missed in your care, alert your healthcare provider. Let your provider know any circumstances that might make your health care riskier.

Respect

A right to be shown respect, dignity and consideration. You are entitled to receive care in a way that is respectful of your culture, beliefs, values and characteristics like age and gender. It is important to tell your healthcare provider of any changes in your circumstances. Respect also includes being mindful of healthcare staff and other patients.

Communication

A right to be informed about services, treatment, options and costs in a clear and open way. Healthcare providers will tell you about the care you are receiving and help you understand what is happening to you. You can contribute to communication by being as open and honest as you can be. To understand the instructions given to you, you can ask questions if you would like more information. You can use interpreters if English is not your first language. Interpreter services are free and can be provided in person or by phone.

Participation

A right to be included in decisions and choices about care. You are encouraged to participate in decisions about your care. Ask questions if you are unsure about what is happening to you. Involve your family or carer if this makes you more comfortable and sure.

Privacy

A right to privacy and confidentiality of provided information. You are able to see your records and ask for information to be corrected if it is wrong. In some situations your health information will need to be shared between healthcare providers. You can also contribute by respecting the privacy and confidentiality of others.

Comment

A right to comment on care and having concerns addressed. Healthcare providers want to solve problems quickly, but they need to be told about the problem first. If you have any suggestions about how services could be improved please let staff know. The procedures used by the health service organisation to comment about your care should be made available to you. You can provide verbal or written comments about the procedures and your experiences.

To commend health workers, to complain about your health care and/or to be advised of the procedure of expressing concern about your care please contact your health service provider’s patient liaison representative.

It is always best to try to resolve a complaint with your local health service provider. If you have tried this and are still unsatisfied, you can make a complaint to the Victorian Office of the Health Services Commissioner, Telephone: (03) 8601 5200 or Toll Free: 1800 136 066. www.health.vic.gov.au/hsc

(Ref: Australian Commission on Safety and Quality in Healthcare www.safetyandquality.gov.au)

 

PATIENT / CLIENT RESPONSIBILITIES

Provision of Information

Patients/clients have the responsibility to provide, to the best of their knowledge, accurate and complete information about present complaints, past illnesses, hospitalisations, medications and other matters relating to their health. Patient/clients have the responsibility to report unexpected changes in their condition to their practitioner. Patients/clients are responsible for reporting whether they clearly comprehend any care planned for them and what we expect of them.

Compliance with Instructions

Patients/clients are responsible for following the treatment plan agreed upon with the practitioner primarily responsible for their care. This may include following the instructions of nurses and allied health personnel as they carry out the coordinated plan of care, implement the responsible practitioner’s orders and enforce the applicable rules and regulations. Patients/clients are responsible for keeping appointments and, when unable to do so, for notifying the appropriate people.

Respect and Consideration

Patients/clients are responsible for being considerate of the entitlements of other patients/clients and health care facility personnel and for assisting in the control of noise, smoking, and the number of visitors. Patients/clients are responsible for being respectful of the property of other persons and of the health service