Rights and Responsibilities

Client and Patient Rights

You have the right to:

  • Physical access to all Bass Coast Health services

  • Easy to understand information from us regarding allocation of appointments/services and waiting times

  • An explanation of services provided, including eligibility requirements and costs

  • Make compliments, complaints or raise concerns in regard to services provided without prejudice

  • Privacy and confidentiality and it will be respected at all times

  • To ask questions, discuss service and treatment options and decisions

  • Have a carer, family member or friend can be present during consultation

  • Appropriate handling, storage and management of your health information

  • Access your health information as per relevant legislation - ask your service provider about the process

  • Have your needs and enquiries treated with understanding and respect

  • Be free from abuse, neglect, violence and preventable injury

You have a responsibility to:

  • Be honest and open in providing information about your health and to ask questions about your care

  • Respect the dignity and worth of service providers

  • Respect the privacy of others attending Bass Coast Health

  • Keep appointments and/or if unable to keep an appointment, to notify Bass Coast Health as soon as possible

  • Be actively involved in your own treatment, rehabilitation and healthcare

  • Speak up and ask questions in regard to services and your treatment if you do not understand

  • Acknowledge the consequences of your decision if declining advice, information or treatment offered by a healthcare worker

  • Respect any agreement made between you and your healthcare worker

  • Treat Bass Coast Health staff and others with courtesy and respect

Charter of Health Care Rights

Bass Coast Health acts in accordance with the Australian Charter of Healthcare Rights for Victoria.  This includes people using public and private hospitals, GP clinics, medical specialists, aged care and disability services, mental health services, community health centres and allied health providers such as psychologists, dentists, naturopaths and occupational therapists.

What can I expect from the Australian health system?





I have a right to health care.


I can access services to address my healthcare needs.


I have a right to receive safe and high quality care.


I receive safe and high quality health services, provided with professional care, skill and competence.


I have a right to be shown respect, dignity and consideration.


The care provided shows respect to me and my culture, beliefs, values and personal characteristics.


I have a right to be informed about services, treatment, options and costs in a clear and open way.


I receive open, timely and appropriate communication about my health care in a way I can understand.


I have a right to be included in decisions and choices about my care.


I may join in making decisions and choices about my care and about health service planning.


I have a right to privacy and confidentiality of my personal information.


My personal privacy is maintained and proper handling of my personal health and other information is assured.


I have a right to comment on my care and to have my concerns addressed.


I can comment on or complain about my care and have my concerns dealt with properly and promptly.

Further information is available at:http://www.health.vic.gov.au/patientcharter/ or http://www.safetyandquality.gov.au/