Your information and feedback
Your privacy, your rights, and how to tell us what you think.
Privacy statement
Swifts Creek Bush Nursing Centre, along with its contracted service providers, collects, uses and discloses personal information (which includes sensitive information) and health information about people using its services and staff.
Personal information will be used only for the intended purpose. Using and disclosing information about clients is a legitimate part of providing services, and keeping people safe. Where the intention includes confidentiality, information will be treated as such unless otherwise required by law.
What we do with your information
- We keep your name and contact details on your client record. Other details such as your care plan and information about your health are recorded each time you visit. If any of your details change, please let the Bush Nurse know.
- Your information can only be seen by the professionals in this service involved in your care. Otherwise, we only release information about you if you agree or if required by law, such as in a medical emergency.
- We are committed to protecting the confidentiality of your records.
- You have a right to request access to your information and to ask for it to be corrected if necessary.
Please talk to our staff if you have any other questions.
Your rights and responsibilities
Consumer rights
As a client of this service you can expect to:
- Expect optimal quality care in a safe and professional environment.
- Receive accurate information about health options, treatments, allied health providers and other health care facilities. If you speak another language, have a physical or mental disability, or just do not understand something, you will be helped so you can make informed health care decisions.
- Receive considerate, respectful care, and to not be discriminated against by doctors, other health care providers or their representatives.
- Talk in private with providers and to have their health care information provided.
- Receive a fair, fast, and objective review of any complaint against the health provider. This includes complaints about the conduct of health care personnel.
Consumer responsibilities
- Do your best to get well and stay healthy with habits such as exercising, not smoking, and eating a nutritious diet.
- Give your providers the information they need, and clearly communicate what you want and need.
- Be involved in making health care decisions with your health care providers.
- Work with providers to develop and carry out the treatment plans you choose.
- Use the health service's internal complaint and appeal process to address concerns that may arise.
- Avoid knowingly spreading disease, and be Covid-19 safe.
- Be aware of a provider's need to fairly provide care to other people and the community.
- Show respect for other people and health workers.
- Follow procedures outlined by your health providers.
Advocacy
All clients have the right to have someone represent their interests in achieving the best possible health outcomes. Advocates can assist with complaints or disputes with the Centre, or help you understand any aspect of the services delivered here. An advocate can be a relative, friend, neighbour, social worker or someone from an advocacy service.
Advocacy is about providing active support for another person or group, to help ensure that their health wishes are being heard and that their rights are respected and protected. An advocate is someone who intercedes or acts on behalf of another person.
Should you require any further information, please contact the Bush Nurse Manager at the Centre.
Health Complaints Commissioner
Answers questions and deals with complaints about health services in Victoria.
hcc.vic.gov.au
Phone 1300 582 113
Office of the Public Advocate
Protects the rights of people with disabilities and can assist if there is a complaint about services, care or treatment.
publicadvocate.vic.gov.au
Phone 1300 309 337
Elder Rights Advocacy
Provides advocacy services to consumers in residential care.
Level 2, 85 Queen St, Melbourne VIC 3000
era.asn.au
Phone 1800 700 600 or (03) 9002 3066
Substitute decision makers
Legal Aid Victoria has information about legal documents that allow you to control who will make decisions about your medical treatment in the future, if you are not able to make those decisions for yourself.
Telling us how we are doing
Complaints, compliments and suggestions are encouraged as they are crucial to ensure an optimal standard of client-focused care.
Clients have the right to complain without affecting access to services. All complaints will be dealt with confidentially in accordance with Centre policy. All complaints are logged in a Complaints Register and dealt with in a timely and efficient manner. The complaint will be acknowledged in writing with the aim for resolution within 21 days.
Consumer feedback allows us to make improvements to procedures, service delivery and policy where indicated.
Feedback can be given by approaching a staff member or Committee of Management member, by writing to the Bush Nurse Manager, by emailing swiftsckadmin@gha.net.au, or by using the form below.
Send us your feedback
Tell us what worked, what did not, or what we could do better. Everything here is treated confidentially.
Prefer to talk
Would you rather talk to somebody?
Ring the Centre on 5150 2430 and ask for the Bush Nurse Manager, or speak to any Committee of Management member.