As clients, carers, family members or visitors of Country & Outback Health you have the right to:
- Access our services
- Receive high quality health care within an environment that you feel safe
- Be treated with respect and dignity regardless of culture, religion, beliefs, values, sexuality, age, gender or ability
- Receive clear, helpful communication regarding your health care in a way that you understand
- Actively participate in decisions about your care by speaking with your health care worker and having your questions answered
- Ensure that your personal and medical information is kept secure, maintaining your privacy and confidentiality
- Comment on your care, what’s going well and what’s not working for you
As clients, carers, family members or visitors of Country & Outback Health it is your responsibility to:
- Be courteous when accessing our services, be on time or let us know if you can’t make it
- Tell us about your medical history, any medication you take or allergies you may have, to help us to keep you safe
- Respect our staff, our clients and our culture
- Keep up the communication, be open and honest with us and ask as many questions as you need
- Be involved, actively participate in the decisions that are made around your care
- Be aware of others; respect their privacy and confidentiality
- Comment on your care, tell us what we did well and what you think may need to change
Due to the high demand for our services there may be a waiting period before you will be offered an appointment. How long you will have to wait for your first appointment will vary depending on the service and location. If during this time you feel you’re getting worse please contact your GP as soon as possible.
Please try your best to keep all your appointments, our services are often in high demand and each appointment is valuable. If you are unable to attend an appointment, please provide 2 working days notice so that the appointment may be offered to another client.
If you are accessing one of our government funded programs we will record a range of identifiable and anonymous data. Identifiable information will help us to understand your needs and tailor your care. Anonymous data such as age, gender and referral date are collected for reporting purposes. It will be included in project reports to the Department of Health who are our primary funding provider.
Your GP, health professional or health worker and Country & Outback Health staff will have access to both identifiable and anonymous information. All information is collected, stored, used and disclosed in line with the Privacy Act 1988. Information will only be accessed by staff on a need to know basis and staff are required to maintain the privacy of all clients. Any information collected cannot be identified or linked to you without your consent.
Country & Outback Health is committed to maintaining a high standard of care and we welcome you to provide all feedback, both positive and negative on any part of our service or your interaction with our staff.
You, a family member, friend or anyone else can provide feedback via;
- Our health service evaluation form
- Our complaint form
- Telephone (08) 8643 5600
- Email firstname.lastname@example.org
- Fax (08) 8312 2506
- In person at one of our regional offices
- In writing- please see website for address details
If you wish to make a complaint, please fill out the form here and email back to us via the contact page, or hand in to your nearest office. The information that you provide will be handled confidentially and we will do our very best to investigate the complaint appropriately, fairly and within a timely manner. Please understand that some complaints may take time to resolve but we will keep you updated. If you make a complaint anonymously, please be aware that this can make it more difficult to investigate and we will not be able to inform you of the outcome. If you would rather not provide your name but would still like to know the outcome you can nominate a friend or family member to manage the complaint for you.
You can access a copy of your client record by completing an ‘Access to Client Records’ form which you can get by contacting one of our regional offices. Please refer to the Factsheet for more information Access to Client Records Factsheet
Yes, you are welcome to bring a support person into any of your appointments.
If you feel you need help to voice your views or concerns, access information or promote your rights you can ask someone to be your advocate or there are a range of advocacy options available for you or your carer.
If accessing one of our mental health programs you may be seen by a mental health clinician. Mental health clinicians are highly skilled in understanding human behaviour, thoughts and feelings. They can be a mental health nurse, occupational therapist, psychologist or social worker.
Please note that Country & Outback Health is unable to provide reports for medical or legal purposes, for workers’ compensation, family court or any other legal matters.