Patient Charter - Austin Health

You are entitled to receive highquality care at Austin Health.For the safety and consideration of yourselfand others, please:• Observe the hospital’s “No Smoking” policy.Ask a staff member to show you where youcan smoke.• Do not use alcohol or drugs unless undermedical supervision.• Let us know if you want to leave thehospital grounds.• Respect other people’s rights and property,including hospital property.• Respect Austin Health staff and follow theiradvice and directions.Sometimes we get it wrong:If you have concerns about your treatment, pleasetell one of our staff.If your concerns are not resolved, call Lyn Roberton,our Patient Representative, on 9496 3565, or aska staff member to contact her for you.lyn.roberton@austin.org.auWhen we get it right:We would be very happy to hear from you witha compliment or a suggestion. Contact the arearesponsible for the service or CorporateCommunications on 9496 5222 or emailfeedback@austin.org.auAustin Health is committed to consulting our patientsand the public when planning hospital services.Austin Health Patient InformationPatient CharterThis charter explains how you andAustin Health staff can work togetherto make sure you get the best healthcare possible.• Ask your relatives and friends to visit insmall groups.• Keep the volume of radio and television sets lowand use earphones if there are others near you.• Help our security staff by only keeping smallamounts of money while you are in hospital.• Leave your valuable items, including jewellery,at home. Austin Health cannot acceptresponsibility for items lost during your stay.Austin Health incorporates:Austin HospitalHeidelberg Repatriation HospitalRoyal Talbot RehabilitationCentreTelephone: 9496 5000PO Box 5555 Heidelberg Vic 3084

As a patient at Austin Health, you are entitled receive high qualityhealth care in a safe, comfortable setting as quickly as possible.As a patient at Austin Health, you are entitled to:• Receive high quality health care in a safe,comfortable setting as quickly as possible.• Receive care in a way that respects yourculture and values.• Have your privacy, dignity, modesty andpersonal safety respected.• Have any concerns or complaints dealtwith promptly and sensitively.• In return, we expect you to treat hospitalstaff and other patients with respect, courtesyand consideration.We want you to be informed, so we will provideyou with information:• About who is responsible for your care andhow to contact them.• To help you to understand your illness orcondition, treatment, tests and results and whatwill happen next. You should ask hospital stafffor a clear explanation of what they are doingto you, and you should say so if you do notunderstand.• Recorded by the hospital about you inaccordance with the Freedom of InformationAct 1988 and the Health Records Act 2001.For more information please ask for the“Protecting your privacy” brochure.• About Austin Health and community servicesand how to access them.• In a language you can understand.We can care for you best if you tell us:• About illnesses and hospital visits, symptoms,medications, allergies and other healthrelated matters.• About any religious or cultural requirementsyou may have about food, treatment andother services.Whilst you are in hospital, you can expect to:• Take part in decisions about your treatmentand care.• Be able to ask for a second opinion, if you areunsure about your treatment.• Be asked before being examined or interviewedby trainee health professionals. You have theright to agree or refuse at any time.• Receive a full explanation of any researchstudy in which you are asked to participate.You may agree or refuse at any time.• Be able to refuse or withdraw from treatmentat any time.• Choose to be treated as a public orprivate patient.Planning to go home from hospital, youcan expect:• To be involved in planning and preparing toleave hospital, so that you know how to lookafter yourself when you go.• Information about your hospital stay to besent to your general practitioner, specialist orother health workers involved in your care,unless you state clearly that you do not wishthis to happen.• To be allowed to leave the hospital againstmedical advice, unless you have certaininfectious diseases or psychiatric conditions,or are unable to maintain your own safety, asdefined by law. If you do so the hospital maynot be held liable for any injury that may occur.