For most people being a patient is unfamiliar and therefore it is important to understand your rights and responsibilities as a patient.
Your rights
- To be treated with courtesy and have your ethnic, cultural and religious beliefs respected.
- To be informed about facilities and services, costs, medications used, methods of treatment and referral to other services.
- To confidentiality of personal information.
- To make a written application for access to your medical records and personal information.
- To be involved in decisions about your care.
- To staff who identify themselves to you.
- To an explanation of treatment and its risks before giving consent.
- To advice on seeking a second medical opinion.
- To advice on care after discharge.
- To discharge yourself at any time even against the advice of your doctor or hospital staff, however, you must accept the associated risks and sign a form taking responsibility before you leave the hospital.
Your responsibilities
- To answer questions about your health honestly and to comply with prescribed treatment.
- To tell staff about any medication you are taking.
- To make sure you understand what is said to you.
- To abide by the hospital's non-smoking policy.
- To advise staff if visitors are worrying you.
- To show consideration for other patients.
- To treat your healthcare workers with respect and courtesy regardless of their cultural and ethnic background.
- To check your level of cover with your health fund prior to admission.
Patient Feedback
Patient feedback provides us with valuable information and assists us in improving patient care and our services. Ways of providing feedback include:
Patient Comment Cards
Patient Comment Cards are available in patient room, in the wards, at the front desk and at the Admission/Discharge desk.
Patient Satisfaction Surveys
Surveys are conducted throughout the year for the Mater by Press Ganey Associates and are distributed to a random selection of our patients.
How to make a complaint
Any concerns during a patient's stay can be directed to the staff caring for them, the Nurse Unit Manager or Patient Advocate Services, either in person or over the telephone, so that the issues can be addressed immediately.
If the complaint has not been adequately resolved patients can contact the Mater’s Director of Nursing or the Executive Director by phone or in writing, Mater Hospital, PO Box 958, North Sydney 2060.
Further review & investigations about complaints
The NSW Health Care Complaints Commission (HCCC) acts in the public interest by receiving, reviewing and investigating complaints about health care in NSW. The HCCC provides direct assistance to people through a telephone inquiry service Ph: 1800 043 159. Callers are advised about the options available to resolve their concerns and how to make a complaint to the HCCC.
To make a compliment, suggestion or complaint click here.
