Patient Rights & Responsibilities
As a consumer of health care, you have the right and responsibility to be involved in decisions about your medical treatment. Our patients are our first priority and we aim to provide you with the best health care possible.
You have the right to be treated with respect and consideration at all times. We recognise that you have special needs and the right to expect your needs will be met with competence and courtesy.
You are entitled to receive an explanation of your illness or condition, the treatment proposed, alternative treatments as well as the likely effects and outcomes.
If you wish to have a second opinion, discuss this with your Clinician. A second opinion will be available. You have the right to ask the name and professional status of any person involved in your treatment at flindersfertility and the functions he/she will perform in your care.
During your treatment, certain tests and procedures may be carried out. It is in your own interest to discuss with your Clinician any treatment, examination, drug or procedure you do not understand or do not desire.
If you refuse treatment, or wish to discharge yourself, you may be asked to sign a form removing flindersfertility from any liability caused by this refusal. However, you have the right to refuse any investigation or treatment you do not want.
Certain treatments and procedures require your written consent. Before you sign the consent form, you should understand the nature of the treatment or procedure and what is involved. You are entitled to refuse treatment if you wish.
A confidential interpreter service is available to patients who wish to speak or have information translated into their own language. Should you, or a family member require the services of an interpreter, please advise the nursing staff, who will make the necessary arrangements.
Sign interpreters for people with hearing disabilities can also be arranged.
A record is kept of your illness and treatment, which is confidential and secure. Access to your medical records is limited to health care professionals directly involved in your care. This record and any x-rays taken remain the property of flindersfertility. The contents of your medical record will be given only with your consent, or when required by law.
You have a right to access your personal records under the Freedom of Information Act (FOI) 1991. An application to access your records must be in writing addressed to:
The Flinders Fertility Privacy Officer
Level 4, Flinders Medical Centre
Bedford Park, 5042.
A fee is charged for this application but it may be waived under certain circumstances.
We request that you...
- Please consider the needs of other patients and visitors, and respect their privacy.
- Please ask questions about anything you do not understand.
- Please inform the doctor if you are receiving treatment from another health professional.
- Please comply with your treatment.
- That you understand what Private or Medicare Health Cover is available to you.
- That you are courteous to staff as well as other patients and visitors.
Don't be afraid to ask questions
Please do not hesitate to ask your Clinician or any other member of the staff for information, even if it means it is necessary to ask the same question several times.
If you are unhappy with any of the programs offered by flindersfertility or the way in which the service is provided you have the right to make a complaint. When you let us know we can investigate your concerns and where necessary, make changes to improve our service.
Feel free to express your concern openly, and any complaint made to us will be treated confidentially and only discussed with the people directly involved. You are welcome to have a family member, advocate or friend with you when talking to us.
If you wish to make a complaint, there are some simple steps you can take which will help us to help you:
- When first contacting staff, make it clear that you are seeking to make a complaint.
- Make your complaint as soon as possible. The longer you wait, the less clear facts can become and the harder it can be to find a solution.
- Many complaints can be resolved quickly and easily by local staff. They know your area well and are often in the best position to help you.
- Try to summarize in a couple of sentences exactly what your complaint is. If detail is necessary set out the order that things happened in, preferably with dates, descriptions of the incidents, telephone calls, letters or meetings. Tell us what you think should be done, to put things right.
- Your complaint may have been an innocent mistake or oversight which would not normally happen. Getting angry may encourage people to defend their actions, so give them a chance to respond to your concerns.
- It is best to make an appointment with the manager or send a letter. Making a complaint by telephone can be frustrating. You may not get to speak to the person responsible, calls may not be returned and verbal complaints may be overlooked. Unless it is urgent, it is sometimes best to make an appointment, send a letter or write directly to the Chief Executive Officer, Flinders Fertility.
- Keep copies of all letters written by you, or to you, and notes on telephone calls or meetings.
What happens when you make a complaint
You can make an official complaint in person, through an advocate, by telephone or letter. If you or your advocate makes a verbal complaint, the person you make the complaint to will write it down, and then check the details with you to make sure that they have been recorded accurately.
If you make a complaint in writing you will normally receive a written response within two working days of receipt. The person responding will either call you or write back for further information if necessary. They will then tell you what will happen next, who will be dealing with your complaint and how you can contact them. You will be involved in any decisions which may need to be made to resolve the matter.
Your complaint will be investigated as quickly as possible. Some complicated complaints may take a while to resolve, but you will be kept informed until the matter is finalised.
If you are not satisfied with the way your complaint is handled, you can write to:
Chief Executive Officer
Flinders Medical Centre
Level 4, Flinders Drive
South Australia 5042