Patients rights and 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.
We recognise that you have special needs and that you should be treated with respect and consideration at all times.
You are entitled to receive an explanation of your illness or condition, the treatment proposed and alternative treatments, as well as the likely effects and outcomes.
If you wish to have a second opinion, please discuss this with your fertility doctor. 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 Flinders Fertility 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 fertility doctor 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 Flinders Fertility 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 administration 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 remains the property of Flinders Fertility. 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, and a form can be obtained from Flinders Fertility via email to: firstname.lastname@example.org or by post to: Flinders Fertility, 24 Gordon St, Glenelg, SA, 5045. A fee is charged for this application.
We request that you:
- Please consider the needs of other patients and visitors, and please respect their privacy.
- Please ask questions about anything you do not understand.
- Please inform the fertility doctor if you are receiving treatment from another health professional.
- Please comply with your agreed treatment.
- Please understand what private or Medicare health cover is available to you.
- Please be courteous to staff as well as other patients and visitors.
Please don’t be afraid to ask questions
Please do not hesitate to ask your fertility doctor or any other member of the staff for information.
Complaints and Feedback
Flinders Fertility welcomes constructive feedback and wherever possible, will incorporate suggestions for improving our practice. We also love to be able to let our team know when they have exceeded expectations! For this reason, we encourage patients to complete our patient survey during or after treatment, to let us know how we can improve. All feedback is welcomed and will not affect your future treatment if you decide to provide identifying information (feedback may be anonymous if preferred).
You have the right to make a complaint if you have any concerns with the way Flinders Fertility provided a service to you. We will investigate your complaint and, where necessary, make changes to improve our service. Any complaint made to us will be treated confidentially and will only be discussed with the people directly involved. You are welcome to have a family member, advocate or a friend with you when talking to us.
If you wish to make a complaint, there are some simple steps that you can take which will be very helpful:
- It is best to make a written 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.
- Try to summarise your complaint and set out the order in which events occurred, 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.
- 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, in writing or by telephone. If you or your advocate make 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 an acknowledgement 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.
We welcome feedback, and any complaints will be investigated promptly. More complex matters 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 the Health and Community Services Complaints Commissioner and complete a complaint form online by visiting www.hcscc.sa.gov.au