Client rights and responsibilities

We have provided this information to inform you about what you can reasonably expect while in our care (your rights) and what our team members can reasonably expect from you (your responsibilities).

As a valued client, you have the right to:

  • Exceptional quality of healthcare in a safe and comfortable environment, delivered to you with the highest clinical standards
  • Help and support in a non-judgmental, personalised and confidential manner
  • Be treated with respect, dignity and consideration for your personal and physical privacy
  • Culturally sensitive services, with access to an interpretation service if needed
  • Receive up-to-date, relevant and clear information about your procedure and its associated risks, side effects and any alternatives, allowing you to make a fully informed decision
  • Withdraw your consent to any procedure or investigation at any time
  • Discuss any questions you may have about your procedure or care
  • Get a second opinion about your procedure or care
  • Know the identity and professional status of individuals providing services to you
  • Be informed in detail of the costs involved in any procedures or alternatives
  • Have the details of your condition and procedural care kept strictly confidential
  • Access your personal health records
  • Have us deal quickly and professionally with complaints about individual team members or services

It is your responsibility to:

  • Provide relevant information about your health and circumstances that may influence your procedure and/ or recovery
  • Stay well informed about your condition and procedure. It is up to you to ask questions if you are unsure or do not understand something
  • Accept responsibility for the decisions you have made about the services you have asked for
  • Comply with the instructions we have given you about your care
  • Contribute to a safe and comfortable environment and behave appropriately in relation to noise, alcohol, smoking and illicit drugs
  • Tell one of our team members if you have a criticism of our service so we can quickly address it
  • Keep your follow-up appointments or, if this is not possible, let us know
  • Give us accurate and correct details of your Medicare and private health insurance
  • Pay the full cost of the services we have provided to you

Client feedback statement

We aim to provide the best possible service and care to our clients. We accept however, that there may be occasions where we do not meet your expectations.

We greatly value your feedback, because it helps us improve, and ensures we can continue to provide professional, efficient and effective sexual and reproductive healthcare services to all our clients.

If you have comments to make about any aspect of the quality of service or care you receive, you can tell us by:

  • Completing our client feedback form after your procedure, or our online form
  • Calling our National Support Centre by asking to lodge a formal complaint
  • Making a complaint to the Health Complaints Commission in your state

Depending on the nature of your complaint, you may hear from a member of our Quality and Risk team, a nurse, or a member of our operations team who will investigate your concerns and respond to you. If we cannot resolve your complaint straight away, we will contact you within a reasonable timeframe, once we have investigated it. We aim to provide an initial response to all complaints within one business day.

Client confidentiality statement

We are committed to keeping your personal details confidential. We collect your personal information so we can provide you with the best possible healthcare service. We will collect your information either verbally or in writing from you personally or through our team member.

We will only use your personal information to:

  1. Provide healthcare information, and for other purposes directly related to, or reasonably necessary for providing this service to you
  2. Disclose to certain third parties in the course of providing healthcare information and/or services to you, or as may be required or permitted by law, including disclosure:
    • To your doctor
    • To specialists and/or consultants who may provide services to you
    • To community support providers
    • To your insurers, lawyers, the Department of Health, Medicare, pathology service providers
    • In certain emergencies where there is a serious threat to life
    • Other purposes only if you agree

Your personal details are safeguarded by state and federal privacy law. We recognise the sensitivity of this information and are committed to keeping your personal details confidential. It’s important to note, there is some information you must give us for us to be able to provide you with certain services and with the best possible care.

We will not use or disclose your details for any purpose other than those stated above. To protect your confidentiality, we cannot and will not enter into discussions or correspond with a third party without your written permission or your password. If you wish us to talk or write to a third party, such as your GP, you will need to give us your written consent, or provide the third party with your password.

You may want to access your personal information, which we hold in accordance with the relevant state and federal privacy laws. To do this, please contact our National Support Centre in writing to: GPO Box 1635 Melbourne Victoria 3001.