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Your Healthcare Rights

Patients' Rights and Responsibilities

As a patient in a Victorian public hospital, you are entitled to expect and receive high quality services. The Australian Health Care Charter promotes a partnership between you and your health service.

Your Rights

Access:

To a wide range of high quality public hospital services

Where ever you are in the state you should have access to a wide range of services that provide appropriate care of high quality

Treatment based on medical need -

Regardless of your ability to pay or your health insurance status, you have the right to receive treatment, as your medical condition requires irrespective of social status, age, sex, race, religion or political belief.

Choose whether you wish to have treatment as a public or a private patient -

You are able to decide if you want to be admitted as a public or private patient

 

Safety:
Treatment and care in a safe environment

You have the right to feel safe, clean and comfortable while in hospital.

 

Communication:
If necessary, to have access to an accredited interpreter

You are entitled to request an accredited interpreter and use an interpreting service for essential information such as admission and discussion about your medical history and treatment.
Information about which hospital staff will provide your care
You have the right to be kept informed about who is responsible for your care and how to contact them.

 

Participation:

Participate in making decisions about your treatment and care

You should be fully involved in decisions about your care and be given opportunities to ask questions and discuss your treatment. You may also appoint someone to make medical decisions for you if you are unable to at any point.

Participate in decisions and receive information about your discharge -

You have the right to participate in decisions when you leave the hospital and to receive information about available services. You may leave the hospital against your doctor's advice, however, you may be asked to sign a form accepting responsibility for your decision.

 

Privacy:

Access to your health records and confidentiality for your personal information

You have the right to see your medical records. This can be done through your doctor or through Freedom of Information. The hospital receptionist can advise you on how to make this request. Everyone involved in your treatment and care has a professional and legal duty to keep information about you confidential.

Treatment with respect, dignity and consideration for privacy
As far as possible, health services will provide care and treatment in surroundings that allow privacy. You are also expected to treat the hospital staff with respect and consideration

 

Respect:
Services provided in a culturally sensitive way
You have the right to be treated in a way that respects your culture and beliefs. You can ask to stay with your child in hospital, subject to the availability of facilities. You will be treated with respect, care, consideration and dignity regardless of race, creed, sex, religion or nationality.

 

Comment:
Information about your health care and, if you wish, a second medical opinion

You are entitled to be fully informed about your medical treatment and seek a second opinion, if necessary. You may query any issues you don’t understand with the doctor before you consent to any procedure/treatment.
An opportunity to discuss any questions or complaints you may have concerning your stay in hospital.
If you have questions or a complaint speak to your treating team or the NUM/Manager of the Unit in the first instance. If you remain dissatisfied, you can speak with the hospital receptionist or complete the AH Feedback form or write to us expressing your concerns.

Your Responsibilities

 

You have the responsibility to:

Work with your treating team by providing relevant information about your health and circumstances that may influence your treatment, recovery or stay in hospital. If you are a private patient, to pay your attending doctor’s fees and the Hospital’s charges as billed. Ask staff for a clear explanation of treatments, tests and medications recommended for your care. Participate in your healthcare by letting staff know immediately if you do not understand advice or instructions given to you. You are encouraged to be involved in the successful planning of your discharge. If you intend to leave hospital or unable to attend an appointment inform staff. Patients are encouraged to be courteous and considerate to staff, other patients and visitors. It is essential to follow the no smoking regulations within grounds or buildings at Northern Health sites and ensuring the consumption of illegal substances or participating in other illegal activities does not occur.

 

More Information

Information on the Public Hospital Patient Charter is available at:

Australian Charter of Healthcare Rights | Safety & Quality

http://www.safetyandquality.gov.au/national-priorities/charter-of-healthcare-rights/

Alpine Health ensures that consumers, family members and carers have access to the Australian Charter of Healthcare Rights in Victoria.This publication describes what consumers and carers can expect from the health service and where they can go if they have any concerns.

The Australian Charter of Healthcare Rights in Victoria is available in different languages, audio and free printed vouchers in Braille.

Feedback & Complaints

We take complaints seriously and aim to resolve them quickly and fairly. If you are not satisfied with our service at Alpine Health, please contact us in the following ways;

If you are in hospital

Please discuss your feedback with the staff looking after you. If required, the Compliance Manager or Community Participation Officer can visit you to discuss your feedback. Please ask a staff member to contact us.

Other contact options

Download our Client Feedback Brochure and follow the steps under what to do with this form.

You can phone us on 03 5751 9300, or email: info@alpinehealth.org.au

Next steps

If you are not satisfied with the way Alpine Health is responding to your concerns, you have a right to contact the Health Complaints Commissioner (HCC). The HCC responds to complaints about health services and the handling of health information in Victoria. Their service is free, confidential and impartial. To lodge a complaint with the HCC:

Fill out a complaint form online at www.hcc.vic.gov.au or

Phone 1300 582 113 between 9am and 5pm, Monday to Friday to discuss your complaint.