About

Community Charter

Our philosophy is to respect your individuality and dignity and to provide service for you hospitably and compassionately.

We also recognise the role of carers and commit to a collaborative, inclusive approach in the planning and delivery of our service.

You have rights and responsibilities which are consistent with the Australian Charter of Healthcare Rights and are important when partnering with us.

Community Charter rights and responsibilities

Access to services

You have a right to:

  • access services to attend to your needs including pastoral and spiritual care as required.

You have a responsibility to:

  • be available for your appointments, and tell us when you are not, or if your circumstances change
  • be aware that in order to meet your needs you may be referred to other providers with your consent.

Receive safe and high quality services

You have a right to:

  • receive competent, professional services that are appropriate, timely and consistent with your needs.

You have a responsibility to:

  • provide a safe environment for caregivers free of smoke and let us know of any hazards including pets
  • cooperate when services are provided to ensure caregiver safety.

Respect, dignity and consideration

You have a right to:

  • receive care that is respectful of your culture, beliefs, values, disabilities, personal needs and any special requirements.

You have a responsibility to:

  • tell caregivers about your culture, beliefs and disabilities so they can respond to your needs
  • treat caregivers, volunteers and visitors with respect and dignity, allowing them the right to a safe environment.

Be informed about services, treatment, options and costs in a clear and open manner

You have a right to:

  • receive open, timely and appropriate communication and information
  • be told the names and roles of the caregivers involved in services for you.

You have a responsibility to:

  • provide honest, accurate information about your needs and disclose anything else that may have an impact on the services we are providing
  • let us know if you need any help with communication and ask for more information if you do not understand.

Be included in decisions and choices

You have a right to:

  • participate in decisions about the services we provide to you
  • seek more information about the services being provided to you.

You have a responsibility to:

  • ask questions so you can be informed about your needs and your options before giving your consent
  • discuss your concerns and decisions with your caregivers, if you do not wish to continue with the service.

Privacy and confidentiality of personal information

You have a right to:

  • personal privacy being maintained and proper handling of personal and other information being assured.

You have a responsibility to:

  • accept that, with your consent, your information may be shared with appropriate service providers
  • ask for your recorded information to be corrected if it is inaccurate
  • respect the privacy and confidentiality of others.

Commenting about your care

You have a right to:

  • a right to comment on the service and having your concerns addressed
  • voice a concern if you are not satisfied with any aspect of the service
  • know that voicing a concern will not adversely impact on the services provided to you.

You have a responsibility to:

  • tell us as soon as possible, if you are not happy or comfortable with any aspect of the service provided to you so that we can work together to improve your service.