Your Rights & Responsibilities

Watch: Australian Charter of Healthcare Rights

•     A short video explaining your healthcare rights is available on our website and at:
The Australian Charter of Health Care Rights  

•     The Charter is available in 19 languages, Auslan, Braille and Easy English at safetyandquality.gov.au

1.  Access — the right to receive healthcare

What we commit to

What we ask of you

•     We will ensure you can access health services and treatment that meets your needs.

•     We will provide care without discrimination, regardless of your background or circumstances.

•     Attend appointments at the booked time, or notify us as early as possible if you are unable to.

•     Contact us if you need more information about services, appointments or ongoing care.

2.  Safety — the right to safe, high-quality care

What we commit to

What we ask of you

•     We will provide care that meets national safety and quality standards.

•     We will maintain an environment that is physically and emotionally safe for you.

•     We will tell you honestly if something has gone wrong during your care, what happened, how it may affect you, and what steps are being taken.

•     Share accurate information about your health history, medications, allergies and current concerns — this helps us provide the safest care.

•     Tell staff immediately if you have any worries or notice a change in your condition.

3.  Respect — the right to dignity and consideration

What we commit to

What we ask of you

•     We will treat you as an individual, with dignity and respect at all times.

•     We will recognise and respect your culture, identity, beliefs and personal choices.

•     Treat staff, other patients and visitors with courtesy and consideration.

•     Behave in a way that supports a safe and respectful environment for everyone.

4.  Partnership — the right to be involved in your care

What we commit to

What we ask of you

•     We will involve you in open, honest conversations about your care.

•     We will support you to make informed decisions, to the extent you choose and are able.

•     We will include the people you want in planning and decision-making about your care.

•     Actively participate in planning your care — ask questions and share your preferences.

•     You may consent to or refuse treatment; let us know if you change your mind.

•     Seek clarification from staff whenever something is unclear.

5.  Information — the right to clear and open communication

What we commit to

What we ask of you

•     We will give you clear information about your condition, test and treatment options, and their potential benefits and risks.

•     We will inform you about relevant services, waiting times and any costs involved.

•     We will help you understand your health information and support you to use it.

•     We will tell you if something has gone wrong and what is being done to address it.

•     Ask staff to explain any treatment, test or medication in a way you understand.

•     Tell us immediately if instructions or advice are unclear.

•     Let staff know if you plan to leave the service.

6.  Privacy — the right to confidentiality

What we commit to

What we ask of you

•     We will respect your personal privacy at all times.

•     We will keep your health information secure and confidential, in line with all relevant Victorian and Commonwealth privacy laws.

•     Please respect the privacy and confidentiality of other patients and their information.

7.  Give Feedback — the right to raise concerns and be heard

What we commit to

What we ask of you

•     We will listen to your feedback and address concerns in a transparent and timely way.

•     You can provide feedback or make a complaint without it affecting your care.

•     We will welcome your input to help improve the quality of our services.

•     Tell us if you have a concern — we will work with you to resolve it.

•     Raise concerns respectfully so we can respond constructively.

•     Let us know when we have done well — positive feedback also helps us improve.