The Australian Charter of Healthcare Rights applies to all healthcare settings, including Spendelove Private Hospital, and allows patients, consumers, families, carers and service providers to have a common understanding of the rights of people receiving healthcare.The Charter prescribes the following:
Australian Charter of Healthcare Rights
Access
Safety
Respect
Communication
Participation
Privacy
Comment
Comment
Access
Healthcare
- Access services to attend to your healthcare needs including pastoral and spiritual care as required
- Access your healthcare record in accordance with the hospital policy
Safety
Receive Safe and High Quality Care
- Receive competent, professional care that is appropriate, timely and consistent with your needs.
Respect
Be Shown Respect, Dignity and Consideration
- Receive care that is respectful of your culture, beliefs, values, disabilities, personal needs and any special requirements
Communication
Be Informed about Services, Treatment, Options and Costs in a Clear and Open Manner
- Receive open, timely and appropriate communication and information about your healthcare in a manner that you can understand
- Be told the names and roles of the caregivers involved in caring directly for you
- Receive an explanation of treatment and its associated risks before giving consent to treatment
- Be given advice on care when you leave the hospital
- Be provided with an estimation of likely out-of-pocket costs involved in your hospitalisation
Participation
Be Included in Decisions and Choices about Care
- Join in making decisions and choices about your care and about health service planning
- Seek advice on a second medical opinion and query additional costs involved
Privacy
Privacy and Confidentiality of Personal Information
- Personal privacy being maintained and proper handling of personal health and other information being assured
Comment
Comment on Care
- Have your concerns addressed at: [email protected]
- Voice a concern if you are not satisfied with any aspect of your care
- Know that voicing a concern will not adversely impact on your care or hospital stay
Comment
Comment on Care
- Have your concerns addressed at: [email protected]
- Voice a concern if you are not satisfied with any aspect of your care
- Know that voicing a concern will not adversely impact on your care or hospital stay
You have a responsibility to:
Communicate
Cooperate
Address Concerns
Be Informed
Understand Your Care
Have Coordinated Care
Comment
Communicate
- Meet your appointment, and tell the facility when you are unable to attend
- Be aware that sometimes your ongoing healthcare needs may not be able to be provided at the healthcare facility you first attend
Cooperate
- Provide accurate information about your health and disclose anything else that may have an impact on your care (including alternative or complementary therapies)
- Tell caregivers of changes you notice in your medical condition e.g., pain
- Co-operate with the provision of care in a manner that promotes caregiver safety, e.g., work with caregivers when you are being moved
- Observe hospital directives e.g., emergency situations, no smoking, no hairdryers/hair appliances from home, visiting hours and reporting any safety concerns you may have
Address Concerns
- Tell caregivers of circumstances concerning your culture, beliefs and disabilities so that they can respond to your needs
- Treat SPH caregivers, patients, volunteers and visitors with respect and dignity e.g., by limiting noise, number of visitors and ensuring that your visitors adhere to hospital visiting hours and policies
- Recognise the importance of the hospital’s work and respect the role and dignity of its caregivers and the right to a safe and pleasant environment
- Understand that aggressive, violent or abusive behaviour will not be tolerated
Be Informed
- Be as open and honest as you can; ask for more information if you do not understand
- Inform caregivers if English is not your first language so that you can be given access to an interpreter in person or by the telephone
- Contact your health fund prior to your hospital admission to clarify your level of health fund cover and to be aware of any associated restrictions
Understand Your Care
- Ask questions so that you can be informed about your medical condition and your care options before giving your consent to any treatment
- Discuss your concerns and decisions with your caregivers e.g., if you do not wish to continue treatment, are unable to comply with treatment or intend to discharge yourself against medical advice. Once you are aware of implications, you accept responsibility for the consequences of your decisions
- Provide a copy of advanced health directives, enduring power of attorney or other legal documents that may be relevant to your care
- Participate in your care planning
- Be knowledgeable about your private health fund cover and restrictions and cost
Have Coordinated Care
- Accept that your health information may be shared with appropriate healthcare providers
- Ask that your recorded health information be corrected if it is inaccurate
- Respect the privacy and confidentiality of others
Comment
- Provide verbal or written comments, complaints or commendations
- Advise your caregivers of any concerns about any aspect of your care or treatment
The hospital team actively seeks to ensure patients’ expectations are met and that all services are delivered in accordance with the Australian Charter of Healthcare Rights.Patients experiencing any difficulty during their stay, and who believe that the matter is not being resolved adequately, are requested to contact a member of staff so that we can be of immediate assistance. Please do not wait until the time of discharge. We would like to address any issues, regardless of their nature, in a timely manner.Patients are requested to raise any concerns:Internally by speaking with their nurse or Reception
Externally by contacting the hospital during office hours (Monday to Friday 8.00am to 4.00pm) by phone on (07) 5503 0911 or by email at [email protected].
