CONSUMER RIGHTS STATEMENT

These are your RIGHTS and RESPONSIBILITIES as a client of the Bentleigh Bayside Community Health Service.

You have the right:

To quality health care services provided at this agency, from appropriately trained and experienced staff, respectful of your privacy and dignity regardless of social status, age, sex, race religion or political belief.
To make informed decisions on your health care to consent or refuse any assessment or treatment.
To consent or refuse participation in educational or research programs, and to refuse treatment from students.
To have an advocate (friend or family member) and/or interpreter present to assist you when attending the service.
To request a transfer to another staff member by speaking with your worker or a manager.
To expect that information concerning you will be treated confidentially.
To access your health record on application. Please see your worker or the manager to discuss this.
To request any information required to assist your understanding of our services.
To be aware that a health record may be created for you and that details of services you receive may be recorded in that record. If you wish to remain anonymous, please discuss this with your worker.
To access your health record on application, except in some circumstances.
To be aware that in order to provide the best possible level of care it may be necessary for appropriate staff to discuss some or all of your situation with other staff. Also, from time to time it may be appropriate to exchange information with other agencies and this will be done only with your written consent. You should be aware that, whilst it is an extremely rare occurrence, health records can be subpoenaed by the courts.
To make a complaint about the services or treatment you have received. Ask for a copy of the complaints procedure.
To continued access to services after making a complaint.
To tell us if you are happy with the service you have received. PLEASE LET US KNOW.

You have the responsibility to:

Be polite and considerate to staff, volunteers and other clients.
Keep appointments, or notify the service if you are unable to attend.
Inform the treating professional of all relevant medical and social history. Refusal to provide relevant information may result in the refusal of service.
Clarify and ask for further information about your care if you do not understand the treatment provided.
Follow directions given for care and report any changes in your condition.