Your Rights and Responsibilities
Hurstville Private supports the Charter of the Rights and Responsibilities of the Person Receiving Care. It recognises, protects and promotes the rights of each person receiving care, the partnership with health care providers, and ensures that personal dignity and autonomy are upheld at all times.
You have the right to ...
- Be informed about our facilities and services
- Quality care
- Receive care in a safe setting
- Have an explanation of the likely cost of your treatment / care and any out of pocket expenses
- Know all your treatment / care options and to participate in decisions about your treatment/ care (informed consent)
- Be treated with respect and not be discriminated against
- Be communicated with effectively, honestly and with courtesy
- Personal and information privacy
- Open disclosure should an adverse event occur
- Receive advice on how to make a complaint
Your responsibilities are to ...
- Answer questions about your health honestly and completely
- Comply with prescribed treatments or inform your health professional if you do not intend to do so
- Be courteous, considerate and respectful towards others
- Respect the privacy of others
- Fulfil your financial obligations
- Raise concerns if you are unhappy with our services
You have the right to comment about your health care
If you have a complaint or any concern about our service ...
- Talk to the person in charge or any health worker at the time of the problem
- You can write to, phone or see the person in charge at any time during your care or afterwards
- If you are not satisfied with the results of your complaint you can contact the Chief Executive Officer (the address of the hospital is provided on the front cover of this package)
- If you have not been able to resolve the problem, you can write to the appropriate State or Federal independent complaints organisations:
The Health Complaints Commissioner
Level 13, 323 Castlereagh Street,
Sydney NSW 2000
Phone: 1800 043 159 (free call)
Email: hccc@hccc.nsw.gov.au
Medical Council of New South Wales
Phone: (02) 9879 2200
(For complaints against Medical Practitioners)
Private Health Insurance Ombudsman
Phone: 1800 640 695 (free call)
(For matters relating to health insurance)
Be assured that ...
- Hurstville Private wants to resolve your concerns to your satisfaction
- You can expect any complaint to be dealt with quickly and fairly
- Your complaint will not adversely affect the service you receive
- Your complaint will be handled with complete confidentiality
You have the right to an advocate
An advocate is someone who can work and speak on your behalf at your direction. It is your right to obtain an advocate.
