GV Health The Public Patient Charter Principles  

Public Hospital Patient Charter

You are entitled to expect and receive high quality services in public hospitals.  This charter promotes a partnership between you and health services staff. By working with your treating team of health professionals you can get the best results for your health. Your treating team includes doctors, nurses and allied health staff who look after you during your stay.

Your Rights

The following are your rights and responsibilities in public hospitals.  You have the right to ....

... A wide range of public hospital services. Victoria's public hospitals provide a wide range of services to Australian residents and the most appropriate service will be provided for you. Sometimes that can mean transfer or referral to a different hospital or health care setting, such as rehabilitiation or a community health care centre.

... Treatment based on medical need regardless of your ability to pay or health insurance status.  You have the right to be treated, as your medical condition requires, irrespective of how much money you have or whether you have private health insurance.

...Choose whether you wish to have treatment as a public or private patient.  You are able to decide if you want to be admitted as a public or private patient. If you are a public patient, you will not be charged for your hospital or medical services. If you are a private patient, you or your health insurer will be charged for some services. You may want to discuss with your hospital, health fund or doctor what other services you may be charged for as either a public or private patient. Your ability to choose your treating doctor will differ depending on whether you are a private or public hospital patient.

... Treatment and care in a safe environment. You have the right to feel safe, clean and comfortable while in hospital. You have the right to raise any concerns with hospital staff, and to request assistance when you feel necessary. 

...Participate in making decisions about your treatment and care. You should be fully involved in decisions about your care and be givent the opportunity to ask questions and discuss treatments so you understand what is happening.  If you are a patient capable of giving informed consent you also have the right  to refuse treatment. You may also appoint someone to make medical decisions for you in the event you lose the capacity to do so. For more information please contact the Office of the Public Advocate.

...Participate in the decision and receive information about your discharge from hospital. You should be fully involved in deciding how and when you leave hospital. Before you are discharged, decisions will need to be made about your ongoing needs. You have the right to participate in decisions about when you leave the hospital and to receive information about available services. Your referring general practitioner should also be involved in the process. You may leave the hospital against your doctor's advice, however, you may be asked to sign a form accepting responsibility for your decision.

...Information about which hospital staff will provide your care.  In hospital you will be seen by a number of people. You have the right to be kept informed about who is responsible for your care and how to contact them.

...Information about your health care and, if you wish, a second medical opinion. You are entitled to be fully informed about your treatment. You should be given enough time to ask questions, get more information and talk to family and friends before making any decisions. If you are unsure about your treatment, you are entitled to obtain a second opinion. 

...Access to your health records and confidentiality for your personal information.  During your stay in hospital, after you have been discharged, or following any treatment, you may want to see your heatlh record.  This can be done through your doctor through Freedom of Information.  The hospital's Freedom of Information Officer can advise you on how to make this request.  Everyone involved in your treatment and care has a professional and legal duty to keep information about you confidential. Information about you is only passed on to another person, not involved in your care, if authorised by you ro by law.  Information about you is only passed on to another person, not involved in your care, if authorised by you or by law.  Anyone who receives information from a hospital about you is under a legal duty to keep it confidential.  The Health Records Act 2001 (Vic) sets out privacy principles with which all health services must comply.

...Treatment with respect, dignity and consideration for privacy.  As far as possible, health services will provide care and treatment in surroundings that allow privacy.  You should be treated in a manner that respects your individuality.  You are also expected to treat the hospital staff with respect and consideration.

...If necessary, to have access to an accredited interpreter.  You are entitled to request an accredited interpreter and use an interpreting service for essential information such as admission, and discussions about your medical history and treatment.  If you need an interpreter during your stay please inform your doctor or nurse as soon as you can.  The interpreter may come in person or be accessed via the phone.

...Services provided in a culturally sensitive way.  You have the right to be treated in a way that respects your culture and belief; for example this may relate to your dietry requirements or need to access the Aboriginal Liaision Officer.  Where possible, the hospital will make every effort to meet your needs.  If you have any concerns you should ask to speak to the staff.

...Information on steps the hospital takes to improve the quality of care.  Hospitals are always trying to improve their quality of care.  Sometimes patients or family members can see ways that services can be improved.  If you have ideas about how services could be improved please let the staff know.  Most professions require their members to meet recognised standards.  Hospitals are no different.  Hospitals are required to produce an annual quality of care report to the community that details how the hospital is improving its quality of care.  You have the right to this information.

...An opportunity to discuss any questions or complaints you may have concerning your stay in hospital.  If you have a question or a complaint, speak to your treating team. Hospital staff want to solve problems quickly, but they need to be told about the problem first.  All public hospitals in Victoria have patient representatives.  If your problem cannot be resolved by talking to your treating team, you should speak to the Complaints Liaision Officer.

...Make a complaint to an independent complaints organisation.  It is always best to try to resolve your complaint with the hospital.  If you have tried this and are still unsatisifed, you can make a complaint to the Health Services Commissioner.  The Commissioner can assist in the resolution of your complaint. 

Your Responsibilities

You have the responsibility to:

Work with your treating  team by providing relevant information about your health and circumstances that may influence your treatment, recovery or stay in hospital.  Many things affect your health, such as your medical history, general health, social circumstances and emotional wellbeing.  Your treating team can only provide the most appropriate care if they know all the relevant information about your health and circumstances .  You have a responsibility to give your treating team all the relevant information when asked about your health.  For the best possible health outcome, both you and your treating team need to share information openly.

Who to contact for more information

More information on the Public Hospital Patient Charter is available at:

http://www.health.vic.gov.au/patientcharter/index.htm

Health Services Commissioner
30th Floor, 570 Bourke Street
Melbourne   3000
Telephone:  (03) 8601 5200
Freecall:    1800 136 066
Fax:  (03) 8601 5219
Website:  www.health.vic.gov.au/hsc