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Your Rights as a Patient

 

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.

Southside Endoscopy Centre understands the partnership between patients, consumers and healthcare providers is important so that everyone achieves the best possible outcomes.

 

ACCESS:
A right to healthcare.

You have a right to adequate and timely health care.  This may not always 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.

 

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 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.

 

PRIVACY:
A right to privacy and confidentiality of my personal records.

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 the staff know or use the suggestion forms and box provided in the front reception area.  The procedures used by the health service organisation to comment about your care should be made available to you.  You can provide verbal comments about 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 the Nurse or Practice Manager.

 

Your Responsibilities as a Patient

 

The Doctors and staff also rely on your help to obtain the best results from your health care.

We ask that you:

  • Arrange a companion to drive you home and remain with you for 12 hours after your procedure.

  • Provide to the best of your knowledge, accurate and complete information about your current medical problems, previous illnesses, visits to hospital or any other matters relating to your state of health in order to help our staff care for you.

  • Report any changes in your health.

  • Let us know what prescription, over-the-counter medicines or natural supplements you are taking and if you use tobacco, alcohol or other drugs.

  • Advise us of any allergies to medication, food or other causes.

  • Cooperate with staff providing treatment in order to aid your speedy recovery.

  • Respect the centre’s regulations and policies.

  • Respect the dignity of other patients, visitors and surgery staff, and their right to a safe environment.

  • Respect the property belonging to other persons at the surgery.

  • Report any unsafe conditions to your nurse or the nurse in charge.

  • If you are uninsured, you are responsible for the payment of the day hospital fee and other fees which are not claimable through Medicare for a same day hospital stay.

  • If you are privately insured, you are responsible for your excess payment at admission and any other fees not included in your health fund policy.

 

Please direct any complaints to a staff member so that appropriate steps can be taken to remedy the problem.

 

Southside Endoscopy Centre is committed to a Zero Tolerance Policy. You should expect our staff to treat you with courtesy at all times. Similarly our staff expect courtesy in return and the right to work in a safe environment. No form of violence, threatening behaviour or abuse (physical and verbal) is acceptable whether it be towards the staff or any other person on practice premises.  Any of this behaviour will result in the person being removed from the premises and if necessary police will be called.

Need more help resolving a complaint?

If you cannot resolve your complaint with the Hospital, you can contact the OHO- QLD’s health service complaints agency. The OHO (Office of the Health Ombudsman) are an independent statutory body and the one place all Queenslanders should go if they have a complaint about a health service provider or a health service provided to them, a family member or someone in their care.  Contact 131 OHO ( 131 646 ) or online at http://www.oho.qld.gov.au/contact-us/

Reference: Australian Charter of Healthcare Rights – Australian Commission on Safety & Quality in Healthcare

 


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