Client Rights

The Australian Charter of Healthcare Rights describes the rights of clients and other people using the health system. These rights are essential to make sure that wherever and whenever care is provided, it is of a safe standard.

  • Access: You have a right to healthcare.
  • Safety: You have a right to safe and high quality care, provided with professional care, skill and competence.
  • Respect: You have a right to be shown respect, dignity and consideration.
  • Communication: You have a right to be informed about services, treatment, options and costs in a clear, timely and open way in words you can understand.
  • Participation: You have a right to be included in decisions and choices about your care.
  • Privacy: You have a right to privacy and confidentiality of your personal information.
  • Comment: You have a right to comment on your care and to have your concerns addressed promptly and properly.

Client Responsibilities

To ensure your care provider can give you the best care, you are asked to:

  • Make sure your home is safe for our care providers to work in. This includes ensuring we have enough space to use the proper equipment and ensuring all electrical devices or equipment we use (such as mops, buckets and vacuum cleaners) are in good working order.
  • Make sure all pets are restrained or somewhere else. We realise most pets are friendly but your pet could react unexpectedly to a stranger entering your home, especially if you are receiving personal care.
  • Refrain from smoking while we are in your home. If you must smoke, please do so in an area not used by us.
  • Participate in the planning of your care and sign a form recording your consent to that care.
  • Follow treatment or care instructions.
  • Tell us about any changes in your condition or any concerns you have.
  • Be available at the times we are due to visit or let us know in advance if you cannot be there.
  • Be courteous and respectful to staff at all times.
  • Inform visiting staff of any video recording equipment in use.
  • Ensure your care record/file is stored safely and is available to staff when they visit.
  • Tell us if you feel you are at risk of harm of any kind.
  • Discuss any particular cultural needs you would like us to be aware of.