ABOUT YOU
Miracle Health Services protects and promotes the rights of each person receiving care.
YOUR RIGHTS AND RESPONSIBILITIES
Australian Charter of Health Care Rights
This Charter describes the rights of patients and other people using the Australian health system. These rights are essential to make sure that, wherever and whenever care is provided, it is of high quality and is safe.
Partnering with Consumers
Partnering with Consumers occurs when the health system, health service organisations and clinicians work in collaboration with consumers, with the aim of improving patient experience and outcomes.
The Charter of Care Recipients Rights and Responsibilities
This Charter outlines the rights for all people receiving Australian Government funded residential care, home care or other aged care services in the community.
You have the right to comment about your care:
We believe that complaints and compliments are a valuable indicator of the quality of Service, and an opportunity to improve that quality.
It is our policy that all matters which disturb or upset a Participant should be reported, recorded, and for corrective action to be taken. Only in this way can we work towards meeting our objective of continuously improving our service.
Our commitment is that:
- All complaints will be taken seriously
- All complaints will be acted upon with fairness and impartiality
- You will receive a response within 48 hours of the complaint being made, and a final reply within 28 days.
- If the complaint is upheld, you will receive a written apology and appropriate action will be taken to rectify the complaint
If you have a comment or complaint about our service:
- Talk to the or supervisor or manager overseeing your care at the time of the problem
- Aged Care participants and their families can use an advocacy service to help them lodge a complaint. However, it is your right, at any point to forward your complaints to the Aged Care Quality and Safety Commission.
- Participants can contact advocacy services that can act in their interests and assist them with making complaints. For advocacy services you can contact Victoria Advocacy Service.
It is your responsibility to:
- Answer questions about your health openly and honestly
- Comply with prescribed treatments, or to inform health carers if you do not intend to do so
- Respect the cultural backgrounds and safety of others
YOUR PRIVACY AND DIGNITY
PRIVACY
DIGNITY
DIGNITY
Privacy of your personal information is governed by the Privacy
Act 1988 and in addition, Miracle Health Services has its own
Privacy Policy which has been drafted in conjunction with the
Office of the Australian Information Commissioner.
- All Participants have the right to be alone or undisturbed and be free from public attention or intrusion into their private affairs. The staff of MHS are guests in the home of the Participant.
- Staff will enter a Participants' property and rooms within the property only with the expression of consent.
- Staff of MHS respect the rights of Participant to make telephone calls without being overheard or seen by a worker.
- Records are designed, used, and stored so as to assure privacy. Legislative controls over records, such as the Data Protection Act, will be adhered to, and the Participant’s express permission in writing will be sought before the information is passed to any person other than those directly concerned with the care of the Participant.
- Records will be made available to the Participants’ principal carer and family according to the wishes of the service user.
DIGNITY
DIGNITY
DIGNITY
- Your dignity is a matter of prime importance to us, and all staff receives training in this area.
- You will be asked by what name you wish to be addressed, and these names will be recorded on your Participant Care Plan and used by all staff. You are perfectly entitled to ask that your principal carers use one name, and others use another name. The level of familiarity is under your control. In the absence of information to the contrary, staff will address you formally, using your title and surname.
- Staff are trained to be sensitive to your feelings when in your company.
- MHS seeks to reduce any feelings of excess vulnerability which the Participant may have as a result of disability or illness.
Miracle Health Services acknowledges the traditional land owners of Australia and we welcome all Aboriginal and Torres Strait Islander people to our service.
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