The following is information about your rights and responsibilities as a consumer of health care in the NSW public health system. For more detailed information see the Charter of Healthcare Rights (2nd edition).

Charter-of-Healthcare-Rights-A4-poster-ACCESSIBLE

Access

Health care services are available to everyone regardless of gender, marital status, disability, culture, religious beliefs, sexual orientation, age or income. If the care you need is not available in your local area we will fi nd a service that can help you. You have a right to access health services on the basis of a medical assessment and the urgency of your need for treatment. Tell us if you have special needs or need an interpreter.

Safety

You are entitled to safe, high quality health care. We can improve the safety and quality of care we provide by partnering with you, your family and carers.
Look out for the safety information displayed in all our health services and on our website.

Respect

Patients, families, carers and visitors have a right to be treated with courtesy, dignity and respect while in our health services, regardless of culture, beliefs, values, gender or disability.
We ask you to show respect to our staff, volunteers, other patients and visitors.

Partnership

Health care workers will explain your condition, the recommended treatment, as well as the risks and the alternatives in a way that you can understand.

We want you to ask questions, be open and honest and let us know if we need to explain things further. Give us as much information as possible about your health, including any allergies, medical conditions or disabilities. We want you to be involved in the decision making in regards to your healthcare and include the people you want involved in planning and decision making. Tell your health care worker:

  • what medicines or remedies you take and whether you smoke, use alcohol or recreational drugs.
  • if you have a carer or want a support person to be with you.
  • about any changes to your condition and any reactions during treatment.
  • if you are being treated for the same problem by someone else.
  • if you do not understand why you have been referred for tests or treatments.
  • if religious or cultural beliefs make it difficult to have treatment.
  • if you do not plan to follow treatment advice, do not wish to or are unable to attend appointments
  • if you want to be treated as a private patient and need an estimate of the costs.

Information

We want you to receive clear information about your condition, and be informed about the possible benefits and risks of different tests and treatments, so that you may give informed consent. We also want you to

  • Receive information about services, waiting times and costs
  • Be given assistance, when you need it, to help you to understand and use health information
  • Access your health information
  • Be told if something has gone wrong during your health care, be told how it happened, how it may affect you and what is being done to make care safe

Interpreter Services

You can have an interpreter provided free of charge if you have a Medicare card. Interpreter services, including Auslan, can be provided in person or by phone and are
available seven days a week. Ask our staff to arrange an interpreter for you.

Support people

You can have a relative, carer or other support person to help you communicate with health professionals but you must agree to that person being involved.

Privacy

Your information will be kept in a confidential and secure manner. You are entitled to request access to your health information that is held in NSW health services. Normally you will be asked to apply for access in writing and provide identification. You may be charged a fee. We may share your health information with other health care workers so that we can give
you the best possible care. If you would like more information see the NSW Health Information Privacy Leaflet for Patients

Feedback

We value your comments as they can help us improve our services. Tell staff about any issues as soon as possible. If you would like to make a comment or raise issues about the care you have received we ask you to:

1. Talk to the staff involved with your care. The staff looking after you may be able to help you. There is also a local manager or team
leader in each unit or ward who can answer your questions or help resolve problems.

2. Contact a Patient Representative. If the staff or local manager are unable to help you can contact the Patient Advice and Liaison
Service or Hospital Manager.
Contact number:
Westmead Hospital 8890 7014
Website: www.wslhd.health.nsw.gov.au

3. Write to the Chief Executive - If you are still not satisfied write to the Chief
Executive of the Local Health District:
Chief Executive,
Western Sydney Local Health District
PO Box 533,
Wentworthville NSW 2145

4. Contact the Health Care Complaints Commission (HCCC).The HCCC is an independent body that deals with complaints about health services,
providers and health workers. The HCCC can be contacted at:
Health Care Complaints Commission
Locked Mail Bag 18
Strawberry Hills, NSW 2012
Telephone: 1800 043159 or 9219 7444
TTY: 9219 5444 Fax: 9281 4585
Email: hccc@hccc.nsw.gov.au

5. NSW Ombudsman
The NSW Ombudsman is an independent and impartial watchdog. It can assist with complaints about service providers.
Telephone: 9286 1000
Website: www.ombo.nsw.gov.au