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Client Information

Your Rights and Responsibilities

Central and North West Queensland Medicare Local, in our commitment to delivering care that is safe and high quality, adhere to the Australian Charter of Healthcare Rights and are committed to ensuring that all clients accessing our services are aware of their rights. A full copy of the Charter can be found here.

The Charter outlines seven Healthcare Rights

  • Access, A right to Health care
  • Safety, A right to safe and high quality care
  • A right to be shown respect, dignity and consideration
  • Communication, A right to be informed about services, treatment, options and costs in a clear and open way
  • Participation, A right to be included in decisions and choices about care
  • Privacy, A right to privacy and confidentiality of provided information
  • Comment, A right to comment on care and having concerns addressed

In summary, you have a right to:

  • Be treated with respect, courtesy and dignity and have your religion and cultural background respected
  • Have your case assessed (or reassessed) without discrimination
  • Be informed about the services available and have the opportunity to participate in decisions about your care
  • Be given information about your health issues and the range of treatment options in a way that is easy to understand
  • Be given information about how treatments will affect you
  • Be informed about your ability to seek a second opinion
  • Have our staff consider their duty of care to keep you safe while they are providing the service
  • Have your privacy and confidentiality maintained (we will not discuss your situation with anyone else without your permission)
  • View and correct any information we hold about you
  • Have a relative, friend, advocate or interpreter be with you or act on your behalf 
  • Express concerns about the service without fear of the service being withdrawn, reduced or being penalised in any way
  • Be made aware of your right to refuse treatment, and have your withdrawal of consent to be respected, and
  • Make a complaint and have it dealt with seriously, fairly and quickly.

In return, we would ask that you, as our client:

  • Treat our staff with courtesy and consideration, and respect our staff’s privacy, religious and cultural backgrounds
  • Let us know if you can’t keep an appointment
  • Respect the rights of other clients of our services
  • Provide feedback to us about the care and treatment you receive from us
  • Provide us with up-to-date contact details and keep us informed if these change
  • Nominate your preferred place of service delivery where this choice is available (e.g. home, hospital, health clinic)
  • Actively participate in your treatment to ensure it is appropriate and acceptable (e.g. ask questions about your condition and proposed treatment ensure you understand about giving
  • Let us know if your circumstances change (such as a need to adjust the amount or type of service, or a change of advocate), and
  • Accept responsibility for the results of any decisions you have made with our staff about the type or level of service.