Consumer rights & responsibilities
Amplar Health believes all our consumers deserve safe, respectful, and quality care.
This charter sets out your rights and responsibilities as a consumer when receiving care from our team.
Healthcare Rights (second edition)
The Australian Charter of Healthcare Rights describes what you, or someone you care for, can expect when receiving healthcare.
Language translations
The Australian Charter of Healthcare Rights is for everyone. Currently the Charter is available in 32 languages in a printable A4 poster format.
Aboriginal and Torres Strait Islanders
District (NSLHD) Consumer and Patient experience Unit have partnered with the NSLHD Aboriginal and Torres Strait Islander Health Service.
Your Rights
As a consumer, you have a right to:
Access
- Access appropriate healthcare treatment and services that meet your needs.
Safety
- Receive safe and high-quality care that meets national healthcare standards.
- Be cared for in an environment that is safe and allows you to feel safe.
Respect and dignity
- Be treated with respect and dignity without discrimination.
- Have your culture, identity, beliefs and choices recognised and respected.
Partnership
- Ask questions and be involved in your care planning and decision-making processes.
- Request and choose the people you want involved in your care planning and decision-making.
Privacy and confidentiality
- Have your personal information kept secure and confidential.
- Have your privacy respected.
Read more about our Privacy Policy.
Clear communication
- Receive clear and comprehensive information in a way that enables you to give informed consent.
- Receive information about services and treatment relevant to you.
- Receive assistance when needed to understand and use your health information.
- Be informed if something has gone wrong during your healthcare, including being informed regarding how this happened, how it may affect you and what we will do to ensure your safe care.
Feedback
- Provide feedback or make a complaint without fear or your care being affected, and with confidence that your concerns will be dealt with professionally and promptly.
- Have your concerns addressed in a transparent and timely way; and share your experience and participate in improving the quality of care and health services.
Your Responsibilities
As a consumer, we kindly ask that you always:
Respect our team
- Treat our employees with courtesy and respect.
Provide accurate information
- Inform us of your health, medications, and any relevant medical history.
- Let us know of your cultural needs that you would like us to be aware of when providing you with care.
- Let us know if our records about your health, mediations or any relevant medication information is out-of-date or incorrect.
- Ask questions if you do not understand anything we discuss with you.
Follow treatment plans
- Work with us by following your agreed care plan as best you can and report any notable changes in your health.
Provide timely notification
- Notify us in advance if you need to cancel or change your appointment.
Behave appropriately
- Respect our employees and comply with any requests that may affect yours or their personal safety or wellbeing.
- Do not conduct yourself in any way that would constitute a form of physical, sexual, and/or verbal abuse or harassment towards our employees as this will not be tolerated.
Provide a safe working environment
- Notify us of any potential sources of health and safety risks or harm to our employees.
- Restrain any pets and refrain from smoking in the presence of employees during our home visit; and
- Seek our consent before using any form of video or audio recording devices during our home visit.
Zero Tolerance for Abuse and Disrespect
We put the safety, health and wellbeing of our people and consumers at the forefront of everything we do, and we are committed to providing a safe and respectful environment for everyone. We believe that mutual respect between our people and consumers is fundamental to providing quality care. Our people’s welfare is important to us, and all employees have the right to a safe working environment free from abusive, aggressive or violent behaviours. If any safety concerns are identified, we will discuss them with you at that time and throughout your care as needed.
Amplar Health has a zero-tolerance policy on abuse, aggression and violence against our employees, and we ask that a safe and respectful environment be maintained when they visit your home.
If you or anyone else present in the home behaves in an abusive, aggressive, threatening, or
inappropriate manner, we may withdraw our services.
If you have any questions about this charter, please speak to a member of our team or contact us. We are here to support you.