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Your Rights and Responsibilities
At Montserrat Day Hospitals every patient is our guest who should receive an unsurpassed level of medical care in the safest environment. Here we provide important information about keeping you informed, safe and supported whilst in our care. Remember the most important person making the decisions about your health is you, so it is important to know your rights and responsibilities and where to access the best healthcare information.
The Australian Charter of Healthcare Rights
The national standard for what you can expect when accessing healthcare and undergoing treatment at a Montserrat Day Hospital is set out in in this video. It is important to know your healthcare rights so please watch the video.
For hearing impaired people, this video is also available in Auslan sign language.
Source: Australian Commission on Safety and Quality in Healthcare.
Know Your Healthcare Rights
Your have the right to
- Receive a clear explanation as to why the investigation or treatment is considered necessary
- Receive an explanation as to the expected outcomes, risks and side-effects of the investigation or treatment, and an explanation as to other investigations or treatment options
- Discuss any matter regarding your health or care which you feel relevant
- Ask for an interpreter if you do not understand English well
- Have time to consider the proposal or discuss it with a relative, friend or helper
- Have a second medical opinion and the right to consent, refuse or withdraw consent at any time without prejudicing your relationship with your medical advisor
- Know that you should receive health care and service of the highest quality and be informed before your procedure of the likely out-of-pocket expense to you
- Know that your personal medical details and identity are treated as strictly confidential
- Know that you will be treated with courtesy and have your ethnic, cultural and religious practices respected
Important Resources
Learn how to get the most out of your healthcare, and what your rights and responsibilities are as a private patient by clicking on the links below:
Cognitive Impairment Healthcare Rights
A healthcare guide for people with cognitive impairment.
Top Tips for Safe Healthcare
What you should know to get the most out of your healthcare.
Working With Your Healthcare Provider
Resources to help you talk to your healthcare provider.
Sourcing the Right Health Information
Tips to help you find good health information online.
Information About Health Conditions
Fact sheets and information on different health conditions.
Safe Healthcare in 15 Different Languages
Top tips for safe health care in 15 different languages.
Advice on Making a Complaint
You have the right to express an opinion or make a reasonable complaint about treatment you have received. If you wish to make a complaint, you should discuss the matter with the doctor involved.
If you are not satisfied with the response in QLD:
- Contact the Queensland Health Rights Commission
If you are not satisfied with the response in WA:
- Contact the Office of Health Review in WA
If you are not satisfied with the response in NSW:
- Contact the Health Care Complaints Commission
Your Responsibilities
To obtain the best result from your health care, you do have certain responsibilities. These include simple courtesies and actions to assist those who are caring for you. You should provide accurate and complete information about your present health, past illness, previous hospitalisations, allergies, any medication, etc. You have the responsibility to ensure that proper provision is made for your transport home. As Montserrat Day Hospital is a private hospital and you are a private patient, you are responsible for the fees incurred. If you are insured, Montserrat Day Hospital will, with your consent, settle the account with the relevant health funds.
Expectations When Visiting a Montserrat Day Hospital
Please comply with the following rules when visiting our hospitals. This is to ensure a safe and private experience for our visitors, patients and staff.
- We are a culturally diverse workplace that values equality, fairness and inclusiveness. Our employees are different in age, gender, ethnicity, culture, religion and race. What they do have in common is their commitment to our patients and delivering outstanding care. Please respect our employees, knowing they are here to help you. Bullying, discrimination or harassment will not be tolerated at our hospitals.
- We treat all patients, carers and visitors with respect and dignity. Guests at our hospitals have a right to feel safe whilst in our care which means inappropriate, abusive, offensive, threatening or violent behaviour of any kind will not be tolerated.
- Our hospitals are a safe and private environment for patients, visitors and staff alike. Filming, photography or audio recording is prohibited in our hospitals unless hospital management has given their prior approval and all individuals involved have provided written consent.
- Our hospital staff will provide instructions throughout your time with us. This is for your safety so please follow them carefully. Patients and visitors unwilling to comply with these directives may be discharged or asked to leave hospital grounds.
Thank you for your cooperation and understanding.
Requesting Reports
Montserrat provides an episode report for every procedure that occurs. A copy can be provided to your referring GP and to yourself.
Please note requesting of digital reports and file copies may incur a small fee which may differ at each site or specialist.
You have legislated privacy rights. You have the right to:
- Be told about what happens to your health record
- Have choice and control over the information collected
- Ask to see what is in your health record. If you think something is incorrect, you can ask for it to be corrected
- Be told why and when a health service provider may need to share your information, for example, to ensure you get a quality treatment and care.
Please note, that we are guided by legislation, in particular the Freedom of Information Act as to what we require to provide information or records. Sometimes we may require you to provide some form of identification so we can ensure that we are providing information to the correct person.
