For Patients
Patient Charter
Everyone who is seeking or receiving care in the Australian health system has certain rights and responsibilities regarding the nature of the care they receive. Springwood Day Surgery Patient Charter is consistent with the Australian Charter of Healthcare Rights, and reflects our commitment to providing you with exceptional care. This page explains your (patient’s) rights & responsibilities relating to the care & treatment you will receive as our patient. Please always request for updated charter to know your current rights.ust medication for the pre-op conditions.
You have a Right to:
- Access to health care services to attend to your health care needs.
- Receive safe and high-quality care, high-quality health services, provided with professional care, skill and competence.
- Be informed about services, treatment, options and costs in a clear and open manner, which is timely and understandable.
- Be included in decisions and choices about my care, you may join in making decisions and choices about you care and about health service planning.
- Be shown respect, dignity and consideration where care provided shows respect to you, you culture, beliefs, personal needs and requirements.
- Privacy and confidentiality of your personal information is maintained and proper handling of your personal health and other information is assured.
- Have your concerns & complaints about your care investigated and responded to.
These requirements are designed to ensure your safe and speedy recovery from your procedure.
You have a Responsibility to
- Advise Springwood Day Surgery of any changes to your address, contact and/or GP
- Be aware that I may need to wait for attention or treatment at times if staff are attending to other patients
- Keep your appointments, or notify Springwood Day Surgery if I am unable to attend
- Accept that some services I require may not be available at this location
- Provide accurate information about your health and anything else that may have an impact on your care (including alternative or complementary therapies)
- Tell staff of changes you notice in your medical condition
- Tell staff if you have concerns regarding any aspects of your care
- Be as open and honest as you can, and ask for more information if you do not understand
- Tell staff if English is not your first language so you can be given access to an interpreter in person or by phone
- Understand that if you are not covered by Medicare (i.e., you are an overseas visitor)
- You will be responsible for payment of all relevant fees and charges
- Understand that if you elect to be a private patient, you will be given information about costs & you will be responsible for paying your attending doctors & any other relevant charges.
- Ask questions so you can be informed about my medical condition and your care options before giving your consent to any treatment.
- Discuss your concerns and decisions with your health care provider, for example, if you do not wish to continue treatment, or unable to comply with treatment, or intend to discharge yourself against medical advice. Once you are made aware of the implications, you must accept responsibility for the consequences of your decisions.
- Provide a copy of advanced health care directives, enduring power of attorney or other legal documents which may be relevant to your care
- Participate in your post-discharge care planning
- Tell staff of circumstances concerning your culture & beliefs so they can respond to your needs
- Treat Springwood Day Surgery staff, patients and visitors with respect and dignity
- Respect other patients and staff, for example, by limiting noise and the number of visitors
- Accept that your health information may be shared with appropriate health care providers and other agencies as authorised by law
- Ask for your recorded health information to be corrected if it is inaccurate
- Respect the privacy and confidentiality of others
- Tell staff if you have a problem or any concerns so they can respond.
Voicing a Concern or Complaint
- If at any time during your visit, you feel your needs are not being met, please don't hesitate to speak to our staff. If you would like to voice a concern or make an complaint, you may speak to the Nurse Manager. The Director of Nursing is available via telephone.
- You may also refer your complaints to the Health Quality Complaints Commission on 1800 077 308. The Commission is available as an independent body to deal with your concerns about the health care you have received.
- To access your medical records contact the Director of Nursing via telephone.
Further questions?
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