oa004305 patient first book

7/28/2019 OA004305 Patient First Book

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A Picture Book Guide to

Patient FirstFunded by WA Health.

Health Consumers Council March 2012


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Informed Consent......................................................................................................................3

Making the right decisions for you.................................................................................5

Understanding your risk.......................................................................................................6

Your Rights and Responsibilities......................................................................................9

Managing medications safely at home........................................................................12

Managing medications in hospital................................................................................13

Correct patient, correct site, correct procedure......................................................16

Preventing falls in hospital...............................................................................................17

Preventing pressure ulcers................................................................................................21

Avoiding infection...................................................................................................................25

What happens to your health information?.............................................................27

Your health information......................................................................................................30

Comments, complaints and feedback...........................................................................32

Patient medication record form......................................................................................33

ContentsPage


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Thisdiscussionmayexploredifferenttypesof

surgery,choiceofmedicalproceduresorwhat

willhappenifyoudontdoanythingatall

Youhavetherighttoasecondopinionandtoask

questions

Onceyouareinformedaboutthepossiblerisks

andbenetsyoucanjudgewhichoutcomesyou

arewillingtoacceptaspartofyourdecision

When it comes to having an operation or test, especially one that may

involve risk, you are required to give what is called Informed Consent.

In other words, you will need to agree to the procedure or treatmentsuggested for your medical condition.

Informed

3

Informed Consent in health care means that you are givenaccurate information in a way you can understand so youcan make the right decision for you.

Thedoctororhealthprofessionalwilldiscussyourtreatmentoptions

withyou.

Yourjobistoaskquestionsifthereisanythingyoudontunderstand.

Thedoctororhealthprofessionalgetsyourconsentornotand

recordswhatisagreedto.

Inotherwords,youdecidewhethertoundergotheprocedureor

treatmentforyourcondition.

Your medical team has the expertise andknowledge to suggest the best treatment however

THE TREATMENT YOU RECEIVE IS YOUR CHOICEand is achoice you must agree to before your treatment can proceed.

Beforeyougiveyourinformedconsent,yourdoctororhealthprofessional

hastotellyouoryourparent/guardiantherisksandbenetsofthe

treatmentoptionsbeingdiscussed.

At this point you have the right to ask questions such as:

Informed consent

Consent


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Itisalsoimportantforyoutothinkaboutthe

likelihoodofsuccessandthepossiblecomplications

ofyourtreatmentoptionsinmakingyourdecision

FOR EXAMPLE:

FOR EXAMPLE:

Health professionals have to tell

you about your treatment, answer

your questions and gain your

consent before treatment begins.

Informed consent


5/365Making the right decisions for you

TREATMENTOPTIONS

Mostconditionswill

havemorethanone

treatmentoption;each

withdifferentrisksandexpectedoutcomes.

RISKS ANDBENEFITS

Youneedtoweighup

therisksandbenets

dependingonyour

situation.

It may be helpful for you to list thethings you need to consider in order

to make an informed decision.

Whilst your health professional can advise you on treatment options,

only you know about such things as your:

In order to arrive at the best decision regarding your treatment,

you will need to factor in these things as well as exploring:

decisions for youMaking the right

LIFESTYLE

Youliketo:

Playsport

Walkthedog

Beindependent

PERSONALPREFERENCESAND NEEDS

Youmightneedto

makesomedietary

changes.

WORK DEMANDS

Dependingonthekindof

workyoudoyoumight

needtothinkabout

possiblybeingoffwork

forweeks.

FAMILY DEMANDS

Youmightneedtoconsider:

Anageingfamilymember

Children

Yourpartner


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Understanding

6 Understanding your risk

your risk

Any medical procedure involves risks which must be weighed against

the likely benets of the treatment. It is vital that you fully discuss the

risks with your health professional to ensure that you are fully informedbefore giving your consent to proceed.

To help you gain a clearer picture of the risks and

benets of your procedure, your doctor may use a visualaid called the Paling Palette (see overleaf) to explain.

It is important that you take the time to understand theinformation and are comfortable with your decision.

Remembertherisksandbenetscanneverbe

guaranteed

Ariskisimportantifitinuencesyourdecision

e.g.thinkaboutfamily/workresponsibilities

Itislawthatyoubetoldaboutprobable,frequent

orseriousrisksandanyhealthcomplications

Askquestionsifyouarenotsure


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Ask your doctor to explain how many people (out of a thousand) have

positive or negative results from the procedure you are considering

using the Paling Palette.

Understanding the risks of my procedure

Whenyourdoctorisexplainingtherisksoftheproceduretoyou,llinthefollowingpageinyourown

words.AskthedoctortollintherelevantnumberofguresonthePalingPaletteof1,000peopleprovided

overleaf,andtoexplainthepossiblepositiveandnegativeoutcomesandanysignicantrisksyoumay

haveasapatient.

Mydoctorhasinformedmethatmyconditioniscalled:_________________________________________

TheprocedureIwillbehavingiscalled:_____________________________________________________

Iunderstandthatthiswillinvolve:__________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

Mydoctorhasexplainedtomethatthebenetsandpositiveandpossiblenegativeoutcomesofmehavingthisprocedureare:

1.____________________________________________________________________________________

2.____________________________________________________________________________________

3.____________________________________________________________________________________

4.____________________________________________________________________________________

Mydoctorhasexplainedtomethatthepossiblerisksofthisprocedureare:

1.____________________________________________________________________________________

2.____________________________________________________________________________________

3.____________________________________________________________________________________

4.____________________________________________________________________________________

Iunderstandthattheriskofmeexperiencinganadverseeventduringtheprocedureis________percent.

WhenusingaPalingPalettetheriskcanbecalculatedas_____________in1,000.

AskyourdoctortollintherelevantnumberofguresonthePalingPaletteof1,000providedoverleaf.

Yourdoctormaywishtouseadifferentcolourpentohighlighteachriskonthepalette(overleaf).


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Note to the Doctor: Whenexplainingtheriskstothepatient,translatethepercentageriskintoarateper1,000thenllintherelevantnumberofguresbelow,explainingthepositiveandnegativeoutcomes

simultaneouslyandthesignicanceofanyrisksforthepatient.

Understanding your risk

ThePalingPaletteof1,000people.Copyright2001JohnPaling&Co.Forlicensingrights,contactwww.riskcomm.com


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Your Rights and

9Your Rights and Responsibilities

Responsibilities

You have rights and responsibilities

as a patient/consumer.

As a patient you have the right to:

Receivefreepublichospitalservicesasa

publicpatient

Emergencydepartmenttreatmentandyouwill

betreatedaccordingtohowsickyouareandtold

approximatelyhowlongyouwillhavetowait

Plannedsurgeryandyouwillbeclassied

accordingtohowsickyouareandtold

approximatelyhowlongyouwillhavetowait

Accesstoservicessuchasinterpreters

Haveacarerwithyou

Betreatedwithrespectanddignity

Begivenaclearexplanationofyourtreatmentandhaveyourquestionsanswered

Agreeorrefusetoparticipateinstudenttraining

ormedicalresearch

Sayyesornototreatment

Seekasecondopinionanddiscussoptionswith

familyorfriends

Beinformedofongoinghealthcarerequirementspriortoleavinghospital

Condentialityofyourmedicalrecords

Complainaboutorcomplimentyourtreatmentand

careandtobetoldhowtomakeacomplaint

Applytogetacopyofyourmedicalrecordsunder

theFreedomofInformationAct(FOI)1992


10/3610 Your Rights and Responsibilities

If you choose to be treated as a private patient in a public hospital you

will be charged for the cost of medical services, accommodation and

other related costs.

It is your responsibility to:

Providemedicalstaffwithyourmedicalhistory.

Familyandfriendscouldhelpwiththis

Reportmedicinesyouareusingincludingover-the-

counter,vitaminsandherbalmedicines

Tellhealthstaffaboutchangesinyourconditionor

problemswithtreatment

Berespectfulofstaff.Aggressiveorviolent

behaviourwillleadtowithdrawaloftreatment

Followtreatmentinstructionsortellstaffifyou

cantordontwishtodoso

Sayifyoudontwantstudentsinvolvedinyourcare

Keepappointmentsorletstaffknowinadvanceif

youcannotattendtheappointment

Costs and rebates should

be discussed prior to

commencement of treatment.


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Health care professionals

have a responsibility to:

Berespectfulandtakeaccountofyourwishes

Listenattentively

Addressyourfearsbyprovidinginformation

Speakinwaysyoucanunderstand

Answeryourquestionshonestly

Informandeducateyouaboutyourillnessincluding:

Treatment options

- risksandbenetsofoptions

- likelihoodofsuccess,risksorcomplications

- whatyoucanexpectfromtreatmentandchecktoseethatyouunderstand

- gainyourconsentfortreatment

- askifyouwanttoparticipateinanyresearchduring

yourtreatment

- provideadequateinformationandtimeforyoutomake

aninformeddecisionaboutyourtreatment

- tellyouhowurgentyourcaseisandwhereyouarein

thetreatmentqueue


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Managing medications

12

safely at home

Medication mistakes can happen in hospital or at home when medicines

are prescribed, given or taken incorrectly.

Accidents can occur when :

Medicineshave

thesameorsimilar

packaging

Adoseismissedor

doubledorthereis

amisunderstanding

astoinstructions

onhowtotake

medicines

Make sure you tell your health professional about all your health

problems and the medicines you are taking for them.

Medicinesclashwitheachother Yourhealthcondition

mayincreasethe

likelihoodofsideeffects

fromyourmedication

To manage your medicines safely, the

following steps should be taken: Keepalistofallmedicinesyouaretaking,

includingover-the-countermedicines,

vitaminsandherbalmedicines

Askyourdoctorforinformationon:

- whatyourmedicineisfor

- whenyoushouldtakethismedicine- sideeffectstolookfor

- whetherthismedicinecansafelymix

withyourothermedicines

Managing medications safely at home


13/3613Managing medications in hospital

Managing medications in hospital

Keeptrackofmedicinesyoureceiveinhospitalandnote

thetimeanddosage.Speaktostaffaboutdifferencesin

dosage,ifyouhavebeenrefusedmedicationorifithasbeendelayed

Askfamilyorfriendstohelpwiththis

Ifthereisaproblemaskquestions.Sometimesthings

cangowronginhospitals Tellstaffstraightawayifyouarefeelingunwellafter

takingmedicine

Makesureyouunderstandallinstructionsabout

yourongoingmedicinesbeforeyouleavehospital,includingwhethertocontinuemedicinesyouwere

takingpriortohospitalisation

Buyadosagebox(availableatpharmaciesandsupermarkets)

Getyourmedicinefromthesamepharmacyevery

timesoitcanbemonitoredbyyourpharmacist


14/3614 Managing medications in hospital

For further reference, ask your doctor for written information known

as Consumer Medications Information (CMI) or visit the National

Prescribing Service at www.nps.org.au/consumers

You will nd a sample Patient Medication Record Form below

Alwayswritedownthemedicationsthatyouaretakingsothatinanemergencyhealthcarestaffcan

accesstheinformationquickly.YouwillndasamplePatientMedicationRecordFormbelow.

Medication StrengthWhat was it

prescribed for?

How much

do I use?Date started

Example:

Paracetamol500mgtablets Arthritispaininknee 2tablets,4times/day

PatientName:__________________________________________________________________________

Ishouldreviewmymedicationson:_________________________________________________________


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Patient medication record form

Ifyouarescheduledtogointohospital,takeallofyourmedicationswith

you(unlessthehospitalasksyounotto).Thiswillhelpyourdoctorand

otherhealthpractitionerstoprovideyouwiththecorrectmedicationsand

enablethemtoupdateyourmedications,ifitisrequired.

Always write down the medications that you are taking so that in anemergency health care staff can access the information quickly.

TheNationalPrescribingServicerecommendsthatyoulistallmedicationyouare

currentlytakingincludinganythat:

youtakeonprescription;

havebeenrecommendedbyyourpharmacist;

youhavereceivedwhilstinhospital;and/or

youhavepurchasedover-the-counter.

When you visit your general practitioner, pharmacist or go into hospital,

always take your Patient Medication Record Form with you. See example

on page 14.

Ask your general practitioner or pharmacist about your medication and

for information that you can take home and read in your own time.

YoucanalsoobtaininformationbyphoningtheNationalPrescribingService

MedicinesLineon1300 888 763(MondaytoFriday9.00amto6.00pm(EST))

orbyvisitingtheConsumerspageoftheNationalPrescribingService

websiteat:www.nps.org.au/consumers


16/3616 Managing medications in hospital

Always tell your Health Professional:

Thehealthproblemthatisbeingtreated

Otherhealthproblems

Ifyouarepregnant,breastfeedingorplanto

becomepregnantwhilstonmedication

Othermedicinesyouaretakingincludingover-

the-counterorherbalmedicinesorvitamins

Anyallergicreactionstomedicinesthathave

madeyoufeelunwellinthepast

Riskfactorssuchassmoking,alcoholor

recreationaldrugs

Yourpreferencese.g.tablets,capsulesorliquid

Youcanalwaysaskifthereisacheaperbrandof

themedicineavailable

Keeping track of your medications is vitally important.If you are too unwell to do so yourself, ask a familymember or friend to help you.

If you have more questions, talk to your doctor

or pharmacist or speak to a pharmacist at:

National Prescribing Service Medicines Hotline 1300 888 763

Monday to Friday 9.00am to 6.00pm (EST) Cost of local call


17/3617Correct patient, correct site, correct procedure

Correct patient, correct site correct procedure

Surgery on the wrong patient or the wrong site (place on your body)

rarely happens but the outcome can be severe.

Check your details.

Checkyourfullname,dateofbirth,thetypeofprocedure

andthatthesideandplaceonyourbodywherethe

procedureyouareabouttoundergoiscorrect

Remindstafftocross-checkyourprocedurewithyour

identicationband,medicalrecordandconsentform

Make sure that the surgery or procedure is what you consented to when

you signed it. Should there be an error obtain a new consent form.

Before surgery begins, the clinical team will make a nal checkto verify correct patient, type of procedure and conrm the site.

You can help us by the following safety checks:

Ask to see your consent form

Readtheformcarefullybeforeyourprocedureorsurgery

Check your consent form

Checktheformbeforetakinganymedication

Check that the correct site/side is clearly marked

Youshouldensurethatyourclinicianhas

markedthesiteandsideoftheprocedure

onyourskinwithawater-resistantpen


18/3618 Preventing falls in hospital

Preventing falls in hospital

Falls can happen more easily when you are unwell as a result of poor

balance, low blood pressure, some medications, physical inactivity,

unfamiliar places, poor eyesight and unsafe footwear.

To lower the chance of falls when in hospital you should:

Wearcomfortableclothingandfootwear

Takeyourtimegettingupfromaseatedpositionorlyingdownandletstaffknow

ifyoufeelunwellorunsteadyonyourfeet,particularlywhenusingthetoilet

Bringyourwalkingaidswithyou.Ifstaffrecommendassistance

orsupervisionwhenwalking,askandwaitforassistance

Bringyourglasseswithyouandwearthecorrectpair

forwalking.Takespecialcareifusingmulti-focallenses

Familiariseyourselfwithyourhospitalroom,furniture

andbathroomlocation.Tellstaffofanyclutterorspills

Drinkplentyofuids


19/3619

Falls can also happen at home or when you are out and about.

Prevent falls with the following simple steps:

Professional Assessment

Beforeyouleavehospital,askyourhealthprofessionaltoassessyourriskofafallandseektheir

adviceifyouareatrisk.

Besuretotellyourhealthprofessionalwhatyourhomeislike.Ifyouthinkyouneedmodicationsat

home,youmightbeeligibleforgovernmentassistanceforhomemodications.Askaboutthis.

Keep active

Walking30minutesadaywillimproveyourbalanceandyour

tness,evenifyoudoitintenminutelots.

Walk tall

Goodpostureandthewayyouwalkcanpreventfalls.Holdyourheaduphigh.

Vision

Haveannualeyechecksandgiveyourselftimetoadjustto

newglasses,especiallybi-focals.

Outdoors

Outdoorstepsshouldbewelllitandhavesturdy

handrails.Checkandrepairunevenpaths,

deckingordriveways.Keeppathwaysclear.

Out and about

Reportanyhazardsinyourcommunitysuchasmissinghandrails,uneven

paths,slipperysurfacesorpoorlighting.

Reportanysliphazardstocouncilsorshoppingcentreorstoremanagers.


20/3620 Preventing falls in hospital

At home

Ensureyourhomeiswelllit,especiallystairsorsteps

Fitbathroomandkitchenwithnon-slipsurfacesandusenon-slipmats

Cleanupspillsimmediately

Ensurewalkwaysare

freeofobstructions

Removerugsthatcanslideorsecurethem

Installhandrailsbystairsorstepsandinbathroomandtoilets

Installanightlightoralampthatiseasilyreachedifyouneedtogetupfrequentlyduringthenightorkeepatorchnearby

Keepfrequentlyuseditemswithineasy

reachtoavoidusingastepladderorchair

Beawareofpetswhenmovingaroundthehouse


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Further help

Medication

Makesureyougetyourmedicinesregularlyreviewed

Makesureyouunderstandtheeffectsofyourmedicine

Manage your condition

Haveregularcheck-upswithyourdoctortodiscussconcerns,prevent

complicationsandreducepossiblesideeffects.

Makesureyoutellthedoctorallthemedicinesyouaretakingincluding

vitaminsandherbalmedicines.

Improve your balance

Do30minutesofgentleexerciseeachdayto

improveyourbalance.


22/3622 Preventing pressure ulcers

Preventing pressure ulcers

A pressure ulcer is a sore, break or blister of the skin caused by constant

unrelieved pressure on an area of the body over a long period.

Pressure ulcers can be very painful and take a long time to heal and may reduce mobility.Though movement may be difcult, a few simple actions can save a lot of pain.

To prevent pressure ulcers you should:

Adoptgoodposture

whensitting

Changeyourbodypositionatleastevery1-2hoursif

inbedorevery15minutestoonehourifseated.Ifyou

cannotmoveyourself,askforassistance

Usespecialequipmentsuchasspecialised

mattressesorheelelevators

Watchforearlysigns:

-Constantredness

-Brokenorblisteredskin

-Localisedpain

-Tingling

-Numbness


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If you notice any symptoms, advise your doctor or nurse immediately.

If you cannot check all of your body, ask a nurse, family member or friend to checkregularly for you.

23

Batheorwashwithwarmwateranda

mild,non-dryingcleanser

Usemoisturisinglotiontopreventdryness;

however,avoidvigorousrubbingasthismay

damageunderlyingtissue

Keepyourskincleananddryatalltimes.

Ifyouuseanincontinencedevice,change

itregularlytoavoidskinirritation

Applyaspecialdressingtoanyexistingor

potentialpressureareatoprotectthesite


24/3624 Preventing pressure ulcers

Who is at risk from pressure ulcers?

Anyone can get pressure ulcers but you are at greater risk if you are frail,elderly or if you have:

Where do pressure ulcers occur?

Pressure ulcers can occur anywhere on the body but are more likely to appear on thebony areas where there is little padding, as shown below:

Beenconnedto

abedorchair

Poordietor

uidintake

Diabetes,poorcirculation,

historyofsmokingPoorcontrolof

bladderorbowel

Reducedmentalawarenessdueto

illness,medicationsoranaesthetics


25/3625

Key point to remember:

Pressure ulcers, or bed sores can be very painful and take a long time to heal.The depth of skin damage can vary from shallow to very deep. It is worth makingthe effort to prevent them.

Unrelieved,constantpressureisthemaincausebutothercausescanbe:

- Friction

- Shearing(draggingtheskinwhenslidingdowninthebed)

- Toomuchexposuretomoisture

Onadmissiontohospital,youwillbeassessedforriskofpressureulcersandaplanwill

bearrangedtoreducetherisk.Ifyourconditionchanges,askforareassessment

Inhospitalorathome,rememberto:

- Changeyourbodypositionfrequently

- Inspectyourskinforearlywarningsigns

Donotvigorouslymassageorrubtheskin

Ifwearingbandagesorsurgicalstockings,

informyournurseordoctoriftheyare

changorcausingdiscomfort


26/3626 Avoiding infection

Avoiding infection

The last thing you want when you are already feeling unwell is an

infection and even when you are well, colds, u and other infections are

best avoided.

Here are some ways to minimise your risk of infection:

IfyouarepreparingforsurgeryDONOTshavethearea

Ifyouareasmokertrytoquitatleast30daysbefore

youradmissionoratleastcutdown.Thisisespecially

importantifyouarehavingsurgery

Ifyouhaveanopenwound,carefullyfollowyourhealth

practitionersinstructionsontreatmentandcare

Avoidclosecontactwithpeoplewhohavean

infectiousconditionandaskpeoplenottovisitiftheyareill.Ifyouaresickstayawayfromotherpatients

Askifthosewhotreatyouhavewashed

theirhandsbeforetouchingyou


27/3627

At home, avoid infection by:

Washingyourhandsregularlywithwarm

waterandsoaporuseanalcohol-basedgel

(availablefrompharmacies)

Wash vigorously for at least 15 seconds especially after you have:

Used the bathroom Taken out the rubbish Changed a nappy

Handled money Played with a pet

Coveryourmouthandnosewith

atissuewhenyoucoughor

sneeze,thenwashyourhands


28/3628 What happens to your health information?

It is important for your health service provider to have your health

records for the following reasons:

What happens to your health information?

Yourinformationcanbeaccessedquicklyincaseofanemergency

Anewphysiciancanhaveaccess

toyourprevioushealthhistory

Youliveinaruralareawhereyourhealth

informationmaybeaccessedthroughTelehealth

Telehealth enables patients in rural and remote WA to talk to and see

their health professional on a TV screen at their local health service.

The health professional can see and hear the patient as well.

Yourpreviousrecordsmayneedtobeshared

electronicallyifyouarebeingtreatedatanother

hospital(paperrecordsremainattheoriginalhospital)

WhenyouareahospitalpatientinWesternAustralia,somepersonalinformation

isrecorded,codedandsenttotheWAHealthDepartment


29/3629

In addition, the WA Health Department is authorised to access and retain

certain information by law in the following cases:

Adiagnosisofcancer

Adiagnosisofmentalillness

Birthdetails

Adiagnosisofanotiable

communicabledisease

Assistedreproductiveprocedures

Information accessed by

the Department of Health

is coded to protect your

personal information.

TheDepartmentofHealthandhealthcareprofessionals

arelegallyandethicallyobligedtokeepyourpersonal

informationcondential.Healthinformationisusedforresearch,planningand

serviceimprovementreports.

For more information contact:

Health Consumers Council Inc. WA(08) 9221 3422 or [email protected]

Freecall 1800 620 780


30/3630

You have a right to access your public hospital records and:

Knowwhatinformationisheldaboutyou

Accessthatinformationsubjecttosomeexceptions,forexample,ifitisunhelpful

toyourrecoveryorisinformationprovidedforseriousclinicalincidents

Requestthatamendmentsaremadetoanyincorrectinformation

For more information:www.health.wa.gov.au/medical records/.Check out www.hconc.org.au for a modelletter under Our Services/Advocacy.

Youmayalsorequestaccesstoinformationunderthe

Freedom of information (FOI) Act 1992.

Forward your written applicationdirectly to the hospital in whichyou were treated.

It often takes time to access your records from a public hospital

about 40 days.

If you have difculty accessing your information from the hospital,

contact the Freedom of Information Co-ordinator at the Department

of Health on (08) 9222 6412

or the Information Commissioner on (08) 9220 7888or Freecall 1800 621 244 or www.foi.wa.gov.au

ForfurtherinformationorassistancecontacttheHealthConsumersCouncilofWA(08)92213422

orifoutsidethemetropolitanareaFreecall1800620780.

What happens to your health information?


31/3631

Your health information

Complaining to improve patient safety

Health care is complex and sometimes things go wrong.

Ifyouwanttocomplainortellthepeopleresponsibleyouhavesufferedharmanddontwantthe

mistaketohappentoanyoneelse,youhavetocomplaintotherightpeople.Yourcomplaintisimportant

asittellshealthorganisationswhattheyneedtochangetostopharmingpatients.

Ifyoudontcomplaintotherightplace,yourimportantinformationwillgotothewrongpeopleandget

ignoredorlostinthehealthsystem.

Choose where to complain to from the list of organisations below, if your report orcomment relates to:

Medications and medical devices

Inmedicallanguagethesearecalledtherapeuticgoods.TheAustralia-widegovernmentagency

responsibleforproblemswithmedicationsandmedicaldevices(egarticialhip/kneesorpacemakers)

istheTherapeuticGoodsAdministration(TGA).TheTGAhasanon-linereportingserviceforboth

patientsandhealthprofessionalstoreportproblemsat:www.tga.gov.au

Alternatively,phone1300 134 237forproblemswithmedicinesorphone 1800 809 361forproblems

withdevices.

Health care professionals

Ifyouarenothappywithhowyouhavebeentreatedbyahealthprofessionaloutsideahospital,

youcancontactAustralianHealthPractitionerRegulationAgency(APHRA).www.aphra.gov.auor

Freecall1300 419 495.

Care, treatment or service in a hospital

Youcanmakeacommentorcomplaintdirectlythroughanystaffmemberonthewardorthrough

theComplaintsManageratyourhospital.

Your health information


32/36

If you are not happy with what happened with your complaint to a

hospital you can make a complaint to Health and Disability Services

Complaints Ofce (HaDSCO) in WA which is an independent agencyestablished to deal with complaints about health and disability services.

You need to make your complaint within twoyears of the event occurring. HaDSCO can becontacted by phoning: (08) 9323 0600Freecall: 1800 813 583 (for country residents)or by visiting: www.hadsco.wa.gov.au

If you would like free advice or help to makea complaint or comment you can contact:

HealthConsumersCouncilofWA

Ph:(08)92213422,orFreecall1800620780,

ifyouliveoutsidethemetropolitanarea.

32 Your health information


33/3633Comments, complaints and feedback 33

Comments, complaints and feedback

A copy of the Western Australian Public Patients Hospital Charter is availablefrom your hospital, the Department of Health (www.health.wa.gov.au)or the Health Consumers Council of WA (www.hconc.org.au)

Comments

Tellingthehospital/healthservicehowyouexperiencedtheirservicehelps

healthproviderstounderstandtheservicefromapatientspointofview.

Complaints

Youhavetherighttocomplain

Yourcomplaintmustbeinwriting

Youshouldhearbackwithin5workingdaysthatyourcomplainthas

beenreceived

Ifyouhavenotheard,youcancalltheCustomerService/PatientLiaison

ofceratthehospitalwhereyouweretreated

Ifyouwanthelpwritingyourletter,contactHealthConsumersCouncilon

(08) 9221 [email protected]

By listening to the patient, the hospital and staff can improvepatient care and patient safety for everyone.

Positive Feedback

If you have received excellent care, please let the hospital know!


34/3634 Notes

Notes


35/36


36/36

Health Consumers Council

Unit 13/14 Wellington Fair

40 Lord Street, East Perth WA 6004

GPO Box C134, Perth WA 6839

Ph: 9221 3422 Freecall: 1800 620 780

www.hconc.org.au

oa004305 patient first book

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