Your rights and responsibilities in Western Sydney

Learn about your rights and responsibilities when receiving care in Western Sydney, including access, safety, privacy, participation, and how to give feedback.

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Your rights and responsibilities

If you receive care in an Australian health service, you have certain rights and responsibilities. These include your right to:

  • access health services
  • receive safe, high-quality care
  • be treated with respect
  • get clear information
  • take part in decisions
  • have your privacy protected
  • give feedback about your care.

This information applies to all Western Sydney Local Health District (WSLHD) services.

For more detailed information, speak with staff and ask for the NSW Health booklet Your Healthcare – Rights and Responsibilities or visit NSW Health.

Your rights

You have the right to be treated fairly, safely and with respect when receiving care.

This section explains what you can expect from our services, how we communicate with you, and how you can take part in decisions about your care.

Access

You have the right to health care regardless of:

  • gender
  • marital status
  • disability
  • culture or religious beliefs
  • sexual orientation
  • age
  • income.

If we can't provide the care you need locally, we’ll help you find a suitable service. Access to services is based on medical need and urgency.

Let staff know if you have special needs or need an interpreter.

Safety

You have the right to receive safe, high-quality care. We improve care by working in partnership with you, your family and carers.

Look out for safety information on display at all health service sites and on our website.

Respect

Everyone has the right to be treated with courtesy, dignity and respect. This includes patients, families, carers and visitors, regardless of background, beliefs, gender or disability.

We ask that you show the same respect to our staff, other patients and visitors.

Communication

We aim to explain your condition and treatment clearly, including any risks or alternatives. You're encouraged to ask questions and let us know if you need more information.

Tell your healthcare worker:

  • what medicines or treatments you take, including smoking, alcohol or recreational drugs
  • if you have a carer or would like a support person
  • about any changes to your health or reactions during treatment
  • if someone else is treating you for the same condition
  • if you don’t understand why tests or treatments are being recommended
  • if your religious or cultural beliefs affect your treatment
  • if you can’t or don’t plan to follow treatment advice
  • if you’d like to be treated as a private patient and need an estimate of costs.
Participation

You have the right to be involved in decisions about your care, including transfers to other services or discharge.

Consent is required for treatment except in emergencies. Verbal consent is usually enough, but some procedures (such as surgery) need written consent.

You may speak with other health providers or family members and seek a second opinion before making a decision.

Support services

We offer free interpreter services and welcome support people to help with your care.

Find out how we can support you to understand your treatment and communicate with our staff, especially if English is not your first language or if you prefer to have someone with you.

Interpreting

If you have a Medicare card, free interpreting services are available 7 days a week. This includes in-person and phone interpreters, including Auslan.

Ask staff to arrange an interpreter for you.

Support people

You may choose to have a carer, family member or other support person with you. You must agree to them being involved.

Your privacy

We keep your personal information confidential and secure.

You can request access to your health records. You’ll need to apply in writing and provide ID. There may be a fee.

We may share your information with other health professionals involved in your care to make sure you receive appropriate treatment.

Ask staff for the NSW Health Information Privacy Leaflet for Patients for more information.

Your responsibilities

To help us provide safe, respectful and effective care, we ask that you:

  • be honest about your health, medications and treatment preferences
  • follow treatment advice where possible
  • attend appointments or let us know if you can’t
  • respect our staff, patients and visitors.

How to give feedback or make a complaint

Your comments help us improve our services. Raise concerns as early as possible.

1

Speak with staff

The staff caring for you can often help. You can also speak to a local manager or team leader.

2

Contact a Patient Representative

If your concern isn’t resolved, contact:

3

Write to the Chief Executive

Postal address:

Western Sydney Local Health District
PO Box 533
Wentworthville NSW 2145

4

Contact the Health Care Complaints Commission (HCCC)

The HCCC is an independent body for complaints about health services.

5

Contact the NSW Ombudsman

The Ombudsman can help with complaints about service providers.

Smoke-free policy

All NSW Health facilities are smoke-free. Smoking is not allowed inside buildings or on hospital grounds, except in designated smoking areas.

For help to quit smoking, call the Quitline on 13 78 48.

Parking

Parking may be available on hospital grounds. Fees may apply.

Related information

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