Patient Charter

Respect

You have the right to:

• Be treated with dignity and respect
•  Be treated fairly and equally regardless of gender, age, sexual orientation, carer, disability, marital status or religious beliefs, faith or personal characteristics.
• Receive care that recognises, respects and includes your cultural beliefs, choices and cultural identity.
• Feel protected and safe.

You are responsible for:

• Treating other patients, visitors and hospital staff with dignity and respect.
• Telling staff if something is upsetting you or you are worried about.
• Behaving in a way that does not affect the safety, wellbeing or rights of other patients, visitors and hospital staff.
• Understanding you may be asked to leave or have care withdrawn if you:
  • Disrespect staff or others
  • Behave in a threatening or dangerous manner.

Communication, Privacy and giving feedback

You have the right to:

• Information about you or your treatment that is clear and easy to understand. 
• Timely, open and effective two-way communication with your healthcare provider.
• A certified interpreter, if you want one.
• Know all your choices, possible outcomes, side effects, risks and costs.
• Be told if something has gone wrong, how it happened, how it will affect you and what is being done to fix it.
• Expect Peter Mac to treat you and your information with respect and privacy, according to the law.
• Raise your concerns and give feedback without it affecting the way you are treated.
• Access Peter Mac’s Consumer Liaison if you are unsatisfied or worried about your or your loved one’s care or treatment.
• Share your experiences with others.

You are responsible for:

• Being open and honest with staff.
• Asking questions or requesting more information If you do not understand.
• Telling staff if English is your second language or if you need an interpreter.
• Giving Peter Mac your most up-to-date health information including any other therapies you are involved in.

Partnership

You have the right to:

• Take part in and decide which treatment or care is best for you.
• Involve family, carers and/or friends in your care.
• Refuse treatment. However, there may be some situations where you may be regarded as unable to give informed consent, or to refuse treatment (see next point).
• Choose someone (your agent) to make your medical decisions if you cannot speak for yourself.
• Know what services you may need or can access after you leave Peter Mac.

You are responsible for:

• Asking questions so you fully understand your medical conditions and your treatment options, before giving consent.
• Discussing your concerns with your healthcare provider to assist your decision making process.
• Alerting us to any changed health conditions, new or old, that may need reviewing by medical staff.
• Providing a copy of any legal documents that could affect your care.

Access and safety

You have the right to:

• The healthcare you need.
• A wide range of healthcare services.
• Receive safe, protective, supportive and high-quality care that meets your needs (as an adult or child).
• An environment that is safe and makes you feel safe.

You are responsible for:

• Telling Peter Mac staff of any changes to your personal details such as address, contact, and/or general practitioner details.
• Understanding you may need to wait for attention or treatment at certain times, when staff are attending to other patients.
• Attending your appointments or letting us know in advance if you are unable to attend.
• Accepting that some services you need or may require are not available at Peter Mac.