Your Rights

Information we collect

We collect your personal details and medical history so we can provide you with treatment and advice. Test results and further information collected while you’re being treated in hospital are kept with your medical record. We only collect information that is relevant and necessary for your treatment and to manage our service.

While the hospital maintains its own paper-based medical record, some of the information stored electronically is linked on an organisation basis. We take all reasonable steps to ensure information we collect about you is accurate, complete and up-to-date.

We take reasonable steps to ensure information we collect about you is stored securely. We are required by law to retain medical records for certain periods of time depending on the type of record and facility.

Information we collect may include:

• Name
• Date of Birth
• Address
• Email address
• Contact Numbers
• Financial details (e.g. health fund details, person responsible for the account)
• Health history
• Family history
• Information that we consider necessary to assist our staff in your diagnosis and treatment.

Why this information is collected?

If you are to receive or have received a service from St Vincent’s Lismore, we will collect and hold your personal information to:

• Provide the required treatment, service and advice
• Administer and manage those services, including charging, billing and debt collection
• Contact you to provide advice or information relating to your treatment
• Conduct appropriate health insurance eligibility checks
• Improve the quality of our services through research and development
• Conduct regular surveys to gain an understanding of individual needs
• Maintain and develop business systems and infrastructure to improve the service we provide.

For more information relating to the collection, use, storage and access to your personal information, please refer to our Privacy Policy

Patient Rights

As a patient of our hospital, you have a right to:

• Be treated with courtesy and have your ethnic, cultural and religious practices and beliefs respected.
• Be cared for safely and appropriately.
• Be involved in the planning of your care from admission through to discharge, taking into account your cultural and religious beliefs.
• Know the name of the doctor who has primary responsibility for coordinating your care.
• Be informed of the names and functions of all people involved in providing your care.
• Receive information regarding your condition and treatment options, in non-technical language, from those involved in your care before giving consent to treatment. This information should include treatment options for your condition, any associated risks and advantages of each option and expected outcomes, and the consequences of receiving no treatment.
• Refuse a recommended treatment, test or procedure, unless the law prohibits this, and you may leave the hospital/clinic against the advice of your doctor at your own risk after completion of the hospital discharge forms and acknowledging responsibility for your actions.
• Know the plans for discharge from hospital and any continuing healthcare you may require including the time and location for appointments and the name of the doctor who will be providing the follow-up care. You also have the right to assistance with discharge planning by qualified hospital staff to ensure appropriate post-hospital placement.
• Seek a second medical opinion.
• Refuse the presence of a particular healthcare provider, and to decline to participate in teaching and research activities.
• Nominate a person(s) to speak on your behalf if you are unable to do so.
• Be informed of the estimated costs prior to any treatment. Before your admission, our staff will discuss with you the likely cost of any health fund and gap payments that you may incur.
• Confidentiality of medical records and personal details to the extent permitted by law.
• Expect safety where work practices and environment are concerned.
• Privacy for visits during established patient visiting hours.
• Make a complaint about any aspect of your hospital stay, and have it dealt with promptly without penalty to your treatment.

These rights can be achieved by:

• Discussing matters with your doctor or any hospital staff member looking after you in an attempt to achieve a solution.
• Bringing the matter to the attention of the Nurse Unit Manager or Director of Clinical Services of the hospital if the matter is not satisfactorily resolved by other means.
• Contacting the Commonwealth Ombudsman.
• Asking questions and seeking clarification in regards to matters that concern you.
• Requesting information regarding any likely out of pocket expenses for services provided by the hospital prior to your admission.

Patient Responsibilities

As a patient of our hospital, you have a responsibility to:

• Respect the dignity and rights of other patients, visitors and hospital staff.
• Cooperate with staff in the provision and planning of your health status and admission.
• Provide accurate and complete information about present complaints, past illnesses, hospitalisations, medications and other matters relating to your health.
• Inform the hospital if you have any Advanced Health Directive, Power of Attorney or Enduring Guardianship for any health and/or personal matters.
• Contact the hospital should you wish to cancel or postpone your admission or if you are unable to arrive at the scheduled time.
• Tell staff and/or your doctor immediately if you have any concerns about your condition or if there is any aspect of your care that you do not understand.
• Follow the treatment plan recommended by the practitioner primarily responsible for your care. This may include following instructions of nurses and allied health personnel as they carry out the coordinated plan of care and implement the responsible practitioner’s orders.
• Accept the consequences of your actions if you refuse treatment or do not follow the practitioner’s instructions.
• Report unexpected changes in your condition to the responsible practitioner.
• Respect hospital property, policies and regulations.
• Finalise all accounts pertaining to your hospitalisation.
• Provide information concerning your ability to pay for services.
• Direct any complaint to a staff member so that appropriate steps can be taken to remedy your concerns.

Australian Charter of Healthcare Rights

The Australian Charter of Healthcare Rights was established by the Australian Commission on Safety and Quality in Health Care.

St Vincent’s Lismore is committed to ensuring its care and services are in accordance with this charter.