The Mater

Your Rights & Responsibilities

For most people being a patient is unfamiliar and therefore it is important that you understand your rights and responsibilities as a patient. If you have any questions regarding your rights and responsibilities please ask our staff.

The Australian Charter of Healthcare Rights apply to all people in all places where health care is provided in Australia. The Charter describes what you, or someone you care for, can expect when receiving health care.

Your Rights

  • Access to healthcare services and treatment that meets your needs
  • Receive safe and high quality health care that meets national standards.
  • To be cared for in an environment that is safe and makes you feel safe.
  • To be treated as an individual, and with dignity and respect.
  • To have your culture, identity, beliefs and choices recognised and respected
  • Ask questions and be involved in open and honest communication
  • Make decisions with your healthcare provider, to the extent that you choose and are able to
  • Include the people that you want in planning and decision-making
  • Clear information about your condition, the possible benefits and risks of different tests and treatments, so you can give informed consent
  • Receive information about services, waiting times and costs
  • Be given assistance, when you need it, to help you to understand and use health information
  • Access to your health information
  • Be told if something has gone wrong during your health care, how it happened, how it may affect you and what is being done to make care safe
  • Have your personal privacy respected
  • Have information about you and your health kept secure and confidential
  • Provide feedback or make a complaint without it affecting the way that you are treated
  • Have your concerns addressed in a transparent and timely way
  • Share your experience and participate to improve the quality of care and health services

How to make a compliment, suggestion or complaint

You are entitled to comment or complain about the services you received in hospital. If during your stay you or your family have any concerns, please direct them to the staff caring for you or the Nurse Manager. If you need to take your concern further please contact the switchboard (Dial 9) to speak to the Director of Nursing and Clinical Services or Executive Director; or use the Feedback form on this website.

You also have the right to request further follow-up by an external body including the following:

Health Care Complaints Commission

www.hccc.nsw.gov.au

NSW Health

LMB 961 North Sydney 2059

Privacy NSW

02 8019 1600
www.lawlink.nsw.gov.au

We would also appreciate hearing from you if you have a
suggestion for improvement or a compliment – click here for our Feedback form.

The Mater hospital is committed to our Inspired to Care framework of ensuring our patients and their loved ones feel welcomed, valued and safe. To ensure we are meeting expectations we conduct a Net Promoter Score survey for all our patients who are aged over 18 years of age and admitted overnight. The survey is sent via SMS once the patient is discharged. The survey identify’s our patient experiences and any areas needing improvement.