As a valued patient of Australian Eye Specialists, it is important to us that you understand your rights and responsibilities.  

Your Rights

You have a right to:

• Receive considerate, respectful and non-discriminatory care
• Be treated with dignity and consideration by others
• Have your belief's, ethnic, cultural and religious practices respected
• Have your privacy and confidentiality respected
• Receive clear information about your healthcare, proposed treatment or services so that you can make an informed decision about your treatment
• Participate in your healthcare decision making process
• Obtain or ask for the name, professional status and qualification of your healthcare professional (please refer to https://www.ahpra.gov.au to search for your practitioner)
• Refuse assessment or treatment
• Seek a second opinion
• Refuse to participate in educational or research  programs/studies
• Refuse the presence of health workers not directly involved in your care
• Have another person advocate for you if you believe this will assist you in any way
• Seek assistance from the Practice Manager if you are not satisfied with any services
• Access to your medical record in accordance with the Information Privacy Act (Victoria)

 

Your Responsibilties

You have a responsibility to:

• Respect the privacy of others attending the clinics.
• Participate in your care by informing your healthcare professional of all relevant information.  If you do not understand the information provided, please ask to have it explained further.
• Treat other service users and patients with respect and consideration

 

Providing Feedback

We always welcome feedback so that we can recognise staff involved when you have had a great experience.  We also welcome constructive feedback so we can improve our service delivery.  We care about our patients and how they experience our services at our clinics.

You are entitled to:

• Fair investigation of your feedback/complaint/suggestion
• Continued access to services after providing feedback (unless you have breached our Zero Tolerance Policy)
• Request a transfer to another specialist 

 

You can provide us feedback by:

• Telephoning our centres:
  • Wyndham 1300 150 805
  • Baccush Marsh 1300 653 197
• Completing the contact form on our website click here
• Sending us a letter addressed to:

        Practice Manager

        Australian Eye Specialists

        Level 1, 242 Hoppers Lane

        Werribee VIC 3030

 

If you are not satisfied with the action taken by us in regards to your feedback, you can refer the matter to the Health Complaints Commissioner (HCC).

The HCC responds to complaints about health services and handling of health information in Victoria.  Their services are free, confidential and impartial.  To lodge a complaint with the HCC,  you can:

• lodge online https://hcc.vic.gov.au/make-complaint
• Telephone 1300 582 113 between 9.00 am - 5.00 pm, Monday to Friday
• If you need an interpreter to assist you, call TIS National on 131 450
• Deaf, hard of hearing or speech impaired, please visit the National Relay Service