Patient Charter

Peter Mac's patient charter outlines the rights and responsibilities of our patients.

It provides a clear statement of expectations to support a partnership between patients and Peter Mac.

Respect

I have the right to:

  • be treated with dignity and consideration
  • be treated without discrimination based on my race, age, gender, gender identity, sexual orientation, carer status, disability, marital status or religious belief
  • receive care that is responsive to my culture and beliefs
  • receive care and treatment in surroundings that allow personal privacy.

I am responsible for:

  • treating Peter Mac staff, patients and visitors with respect and dignity
  • being courteous and conducting myself in a manner which will not interfere with the well-being or rights of other patients or staff
  • understanding that I may be asked to leave the premises or have care withdrawn if I do not treat Peter Mac staff with respect or if I behave in a threatening or dangerous manner.

Communication, Privacy and feedback

I have the right to:

  • open and effective two-way communication with my healthcare provider
  • access clear and easy to understand information about treatment options, expected outcomes, possible side effects and costs
  • expect Peter Mac to treat information about me according to the law
  • provide feedback and, when I have concerns, expect them to be addressed
  • access Peter Mac’s patient representative if I am unsatisfied with any aspect of my care or treatment.

I am responsible for:

  • being as open and honest as I can
  • telling staff if I have a problem or any concerns, and ask for more information if I do not understand
  • telling staff if I have difficulty understanding English so an interpreter can be provided in person or by phone
  • providing accurate and up-to-date information about my health (including alternative or complementary therapies).

Participation

I have the right to:

  • take an active role in my healthcare and be included in decisions and choices about my care
  • have my family, carers or chosen support person/s be involved in my care
  • refuse treatment, however, understand there may be circumstances in which I may be regarded as unable to give informed consent or to refuse treatment
  • appoint someone to make medical decisions for me, in the event that I lose the capacity to do so
  • expect Peter Mac staff to discuss with me the healthcare services I may need after I leave and refer me to them.

I am responsible for:

  • asking questions so I am well informed about my medical condition and my care options before giving my consent to any treatment
  • discussing my concerns and making decisions with my healthcare provider
  • providing a copy of any legal documents which may be relevant to my care.

Access and safety

I have the right to:

  • the healthcare I need
  • a wide range of healthcare services
  • receive safe, supportive and high-quality care that meets my healthcare needs.

I am responsible for:

  • advising Peter Mac staff of any changes to my address, contact or GP details
  • understanding I may need to wait for attention or treatment at times if staff are attending to other patients
  • keeping my appointments, or notifying Peter Mac staff if I am unable to attend an appointment
  • accepting that some services, which I require may not be available at Peter Mac.

Created by Community Advisory Committee, May 2013.