Your rights and responsibilities

ROYAL REHAB Private hospital

Your Rights and Responsibilities

The Australian Charter of Healthcare Rights sets out the fundamental principles of healthcare.

You can download a copy of the charter here.

The guiding principles include:

1

Access

■ Healthcare services and treatment that meets my needs

2

Safety

■ Receive safe and high quality health care that meets national standards
■ Be cared for in an environment that makes me feel safe

3

Respect

■ Be treated as an individual, and with dignity and respect
■ Have my culture, identity, beliefs and choices recognised and respected

4

Partnership

■ Ask questions and be involved in open and honest communication
■ Make decisions with my healthcare provider, to the extent that I choose and am able to
■ Include the people that I want in planning and decision-making

5

Information

■ Clear information about my condition, the possible benefits and risks of different tests and treatments, so I can give my informed consent
■ Receive information about services, waiting times and costs
■ Be given assistance, when I need it, to help me to understand and use health information
■ Request access to my health information
■ Be told if something has gone wrong during my health care, how it happened, how it may affect me and what is being done to make care safe

6

Privacy

■ Have my personal privacy respected
■ Have information about me and my health kept secure and confidential

7

Give feedback

■ Provide feedback or make a complaint without it affecting the way that I am treated
■ Have my concerns addressed in a transparent and timely way
■ Share my experience and participate to improve the quality of care and health services

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.

Feedback and Complaints

Royal Rehab welcomes all forms of feedback including complaints. Our priority is to continuously be improving our service provision. We treat all feedback and any complaints professionally and confidentially.

In the first instance you have feedback or a complaint, we encourage you to speak with the Accommodation Manager, Clinical Operations Managers or General Manager. Should your matter not be resolved to your satisfaction, please contact the Quality & Risk Manager on 9808 9222 or fill in our online feedback form here. Every effort will be made to address your concerns and find a satisfactory outcome.

In the event, that your complaint remains unresolved and relates to Royal Rehab Private, Community Services or any of the private and public inpatient services, you can contact the Health Care Complaints Commissioner, details of which are available here.

If your complaint relates to our Disability Services, you can contact the NDIS Commission details of which are available here.