Charter of Patient Rights

Everyone who is seeking or receiving care in the Australian Health system has certain rights regarding the nature of that care. These are described in the Australian Charter of Healthcare Rights. https://media.healthdirect.org.au/publications/Consumer-Guide-to-Austalian-Charter-Of-Healthcare-Rights.pdf

Patients, consumers, healthcare providers and health service organisations all have an important part to play in achieving healthcare rights and contributing to a safe and high quality healthcare system. A genuine partnership between patients, consumers and healthcare providers is important so that everyone achieves the best possible outcomes.

In line with this Charter, Melbourne Street Perio has developed the following charter of patient rights, relating to the key criteria of access, safety, respect, communication, participation, privacy, and comment.

Access

You have a right to timely and appropriate health care. We understand that people lead busy lives, and we aim to provide appointment availability to accommodate our patients. You can help us to maintain this access for patients by ensuring you attend your appointments on time wherever possible, and if for any reason you’re unable to attend, providing us with as much notice as possible (ideally, at least 48 hours) so we can reallocate that time to another patient. 

We will provide confirmation notices and reminders for appointments, via telephone/SMS/email (or a combination of these means), to assist patients in attending appointments and/or arranging alternate times. In rare circumstances, we may have to reschedule your appointment, and in these cases we will do our best to provide at least 48 hours of notice to you, as well as offering another appointment time that is acceptable to you.
It is important that we have accurate contact details for each patient (and, where relevant, their carer/s) in order to maintain this access. If your contact details change, it is important to advise us as soon as practicable. 

Safety

The safety of patients and staff is paramount, and we will always do everything possible to ensure a safe environment in which to deliver the appropriate health care to the highest possible standard.

By attaining and maintaining a high standard of professional qualification and training, our staff are well-equipped to deliver quality health care, and we undertake continual professional development to ensure that skills and knowledge remain current. Our equipment is modern and well maintained, and our operators are trained in appropriate use; this includes sterilisation and infection control equipment and procedures, as well as complying with current COVID-19 protocols.

Our staff members are all trained and current in first aid procedures, including CPR, and protocols are in place to deal with the unlikely event of a patient emergency.

If you have any concerns about your health condition, diagnosis, or a proposed or ongoing treatment, please inform us immediately so this can be appropriately discussed, and a solution identified. 

It is very important that you inform us of any circumstances or factors (such as underlying medical conditions) which may impact the safety of healthcare delivery.

Very occasionally, outcomes can occur that are unplanned or that patients are unhappy with. In line with the Code of Conduct for Registered Health Practitioners https://www.dentalboard.gov.au/Codes-Guidelines/Policies-Codes-Guidelines/Code-of-conduct.aspx, it is our responsibility to explain to you how and why the situation has arisen, what the short- and long-term consequences may be, and what can be done to rectify the situation. This may incorporate consultation with other professionals, if this is deemed necessary or helpful in identifying and correcting any adverse outcomes, and appropriate documentation and records will be made available if required.

Respect

Everyone in the healthcare setting is entitled to respect, dignity, and consideration of individual circumstances. You will always be shown courtesy and respect by our team, and we expect that you will afford the same to our staff and to fellow patients.

If there are any changes to your circumstances, please let us know so that our team can continue to provide appropriate care in an appropriate manner.

Communication

Clear and effective communication is critical in the delivery of healthcare. As a patient, you have the right to be given all appropriate information about your health condition(s), treatment options, alternatives, costs, and possible complications, in a clear and open way, in order for you to make appropriate decisions about your healthcare.

You can assist in the process by providing relevant information when requested, as well as asking any questions or voicing any concerns you may have regarding your healthcare. If you do not understand any aspect of what has been discussed, our team will be happy to answer questions or explain things in another way.

For patients who are not fluent in English, interpreter services can be arranged.

No treatment will be delivered without your informed consent. Treatment options will be discussed at your consultation appointment, and will often be discussed further on the day of treatment, prior to commencing any procedure. This includes discussion of the risks and benefits of treatment options (and of having no treatment), as well as the associated costs/expenses. If you do not understand any aspect of the proposed treatment, or do not wish to proceed, you should advise staff immediately. 

Only after you have been appropriately informed and have given thought to your options, can you consent to treatment.

Privacy

You have a right to privacy and confidentiality of your health information. We strictly comply with the relevant laws and directives, including the Commonwealth Privacy Act 1988, the Dental Board of Australia’s Code of Conduct for Registered Health Practitioners, and the Office of the Privacy Commissioner National Privacy Principles September 2001.

Unless directed otherwise by police or federal authorities (e.g. for the purposes of forensics), your information will only be used for the purpose of providing healthcare to you, or for communication with you to facilitate this care, or to address issues affecting your ongoing care. In some circumstances, this may include sharing this information with other healthcare providers, such as your general dentist or your doctor, but this only be done with your consent, and would be limited to specific relevant information.

You have the right to access your information, and are able to ask for corrections to be made if there are inaccuracies. Requests for access to your records should be made in writing, and the appropriate forms are available from our reception staff.

Comment

You have the right to comment on your healthcare, and if you have any concerns regarding this care, you have the right to have those concerns addressed.

At Melbourne Street Perio, we aim to provide all of our patients with the highest level of care. If for any reason you are unhappy with the care you’ve received, or if you feel that there are ways in which we could improve our service, please let us know. 

We will always aim to address any concerns in a timely and efficient manner. In the event of a matter that cannot be resolved at this level, we will notify and seek advice from the relevant professional organisations, and can put you in touch with the appropriate entities.