Patient Support Office (PSO)

The Patient Support Office (PSO) is a service for people who use health services in NSW. The PSO assists people in addressing concerns/dissatisfaction with a health service. There is a Patient Support Officer for the South Western Sydney Area based at Liverpool Hospital.

Patient Support Officers are employed by the Health Care Complaints Commission and are independent from the health service providers, the Health Department and Area Health Services.

Any person concerned about the provision of health services can contact the patient support officer.

Patient Support Officers can assist with concerns about all health care providers including:-

• public and private hospitals
• community health centres
• doctors including GP's and Specialists
• nurses
• medical centres
• psychiatric hospitals
• nursing homes/hostels
• alternative therapists
• social workers
• physiotherapists
• dentists
• ambulance service
• psychologists, counsellors and therapists
• any other person or organisation which provides a health service.

It is strongly suggested that prior to contacting the PSO that concerns are firstly discussed with the health service or hospital involved to see if the issue can be resolved here.

Patient Support Office for SSWAHS
Based at Liverpool Hospital
Phone: (02) 9828 3000

Health Care Complaints Commission

Apart from the Patient Support Office service, the Commission also produces a range of brochures, which may be obtained by ringing the commission. Some of these brochures are on:

• making a complaint
• the complaints process
• how to get your medical records
• conciliation of health complaints

Health Care Complaints Commission
Level 13, 323 Castlereagh St, Sydney NSW 2000
Locked Bag 18 Strawberry Hills 2012
Phone: (02) 9219 7444
Freecall: 1800 043 159
TTY: (02) 9219 7555
Fax: (02) 9281 4585
Email: hccc@hccc.nsw.gov.au
Website: www.hccc.nsw.gov.au

Anti Discrimination Board of NSW

Investigates and conciliates complaints of discrimination in relation to race, sex, sexuality, age, marital status, disability, and carer's rights and responsibilities.

Level 4, 175-183 Castlereagh St, Sydney NSW 2000
Enquires: (02) 9268 5544
Office Phone: (02) 9268 5555
Fax: (02) 9258 5500
TTY: (02) 9268 5522
Website: www.lawlink.nsw.gov.au/adb

Community Services Commission

This service deals with complaints about community services provided by the Department of Community Services (DOCS), the Home Care Service of NSW, Meals on Wheels, HACC funded services and non-government services getting funds from the minister for Community Services.

This commission is independent and not part of DOCS.

Level 3, 128 Chalmers St Surry Hills 2010
Locked Mailbag 16, Strawberry Hills 2012
Phone: (02) 9384 4999
Freecall: 1800 060 409
Fax: (02) 9384 4948
TTY: (02) 9384 4984

Complaints Resolution Scheme

A conflict resolution service within the Commonwealth Dept of Health and Aged Care. The scheme exists for the benefit of of frail aged recipients of Commonwealth funded aged care to assist in resolving on their behalf complaints about care and services. People living in residential aged care (hostels and nursing homes) may access the scheme, as can people receiving community aged care packages. The friends, families and carers of recipients may lodge complaints, as can staff, members of the public and others.

GPO Box 9848 Sydney 2001
Freecall: 1800 550 552
TTY: (02) 9263 3924
Fax: (20) 9263 3694

The Aged Care Rights Service (TARS)

This service assists people who have complaints about supported accommodation facilities eg retirement villages, serviced apartments, hostels, nursing homes and boarding houses.

Room 505, 64 Kippax St
? Level 4, 418A Elizabeth St, Sydney NSW 2000
Surry Hills NSW 2010
Phone: (02) 9281 3600
Fax: (02) 9281 3672
Freecall: 1800 043 235 or 1800 424 079, or 1800 700 600, or 1800 424 079

Health Consumer Rights

As a consumer of health services you have certain rights and responsibilities. Many of these rights are in our laws.

Access to Health Services
Standards of Health Care
The Right to Information
Information about your Treatment
Giving Consent
The Rights of a Parent and Child
The Right to Complain
Other Rights
Student Training and Research

Access to Health Services

You have a right to:

• Receive prompt and free emergency treatment at public hospital emergency departments. This applies to Austrlalian residents. Non-residents should enquire about charges for any treatment received.
• Receive treatment on the basis of health need and not only because you have private health insurance.
• The choice of being treated as a public or private patient in a public hospital if you have private health insurance.
• Information on (a) when you can have tests or receive treatment and (b) where services are available if they are not available locally.

If you are unhappy about how long you jave to wait for a test or treatment, talk to your doctor or hospital. You may be able to receive the service sooner somewhere else.

Financial assistance may be available if you need to travel more than 200 km to receive treatment. Contact your local Area Health Service for information on the Isolated Patients Travel and Accommodation Assistance Scheme (IPTAAS).

Standards of Health Care

You have a right to expect standards in health care, such as:

• Access to qualified health personnel and competent care.
• To be treated with dignity, respect and courtesy.
• To be treated in privacy.
• Your health and personal deatils to be kept confidential inless the law allows that information to be given to some other person or authority.
• Services that are free of physical and mental abuse, coercion, harassment including conduct of a sexual nature and discrimination on the grounds of age, gender, race, marital or family status, sexual orientation or disability.
• Services that take into account cultural, religious, social and ethnic needs, values and beliefs.

The Right to Information

You have the right to access information such as:

• Health services that are available to you.
• Grievance and complaints procedures.
• Personal medical and health records held by public health providers and private hospitals. In some situations where access may be denied you jave a right to appeal that decision. See Privacy Law and the Private Health Sector for details of records of private health practitioners.

Information about your Treatment

You should be given information about your condition, possible treatments and the risks involved and you should understand all this before giving you consent. Information should be given to you ina language and manner you can understand. The use of pictures, models or written summaries of information may assist your understanding. An interpreter should be provided if you need one (and one is reasonably available).

Ask as many questions as you need so that you can make an informed decision about treatment e.g., ask for:

• An explanantion of your condition including the results of tests and procedures.
• The degree of uncertainty of the diagnosis.
• The treatment options available including the proposed treatment, expected benefits, when treatment would start, length of treatment and costs involved.
• Any information that affects your decision e.g. risks involved in the proposed treatment, side efficts, complications and any significant outcome that may affect your physical or mental well-being, the nature of the risk, the likelihood of risks happening and the consequences of having no treatment.
• Information on how long it may take to recover from a procedure, treatment or surgery and when you can expect to return to work or resume usual activities.
• The name, position, qualifications and experience of health workers who are carrying out a procedure.
• The availability and cost of any services you will require after discharge from hospital.

Giving Consent

Generally, medical treatment or care cannot be given to you unless you give informed consent. However, medical treatment may be given without consent:

• In an emergency.
• When you are unconscious.
• Where someone is authorised by law to make a decision on your behalf e.g. if you have certain infectious diseases (the Public Health Act 1991).
• When you require treatment (as an involuntary patient or under a community treatment order - the Mental health Act 1990).
• Where there is a Guardian appointed to make decisions on your behalf (the Guardianship Act 1987)

You have the right (except in the situations above) to:

• Choose to be treated or not to have treatment.
• Choose which of the treatments offered you wish to take.
• Withdraw consent to treatment at any time.
• Refuse to have treatment which is experimental.
• Seek a second opinion on your condition or treatment.
• Leave a hospital at any time. But if you leave without the treating doctor's agreement and your injury or condition becomes worse, that doctor will not be responsible.

Take time to think over significant decisions and talk to friends and family if necessary. If you are still not sure what to do, consider having further talks with your health provider or get a second opinion.

The Rights of a Parent and Child

Parents may stay with their children during consultations, minor procedures and when in hospital, unless there is some medical or legal reason to stop this. All rights noted on this page can be exercised on behalf of children unless they have been taken away or restricted by legal action. Decisions about consent to treatment on behalf of children under 14 years are generally made by a parent. After this age children may seek treatment and give consent on their own behalf or make decisions jointly with their parents.

Your child has a right to be involved in decisions about their health and should be informed and allowed to make choices when they are mature enough and understand what is happening. A parent or guardian must provide consent if the child is under 14 years of age.

The Right to Complain

You can complain if you feel that your rights have been denied or you have received sub-standard care. No one should try and stop you from complaining. As a first step you should raise your concern with the hospital or health practitioner. If you do not feel comfortable doing this there are people who can help you e.g.:

• Some hospitals have a Patient Representative. This is a good place to start if your issue is with the hospital.
• Patient Support Officers of the Health Care Complaints Commission can give you advice and assistance to help you resolve concerns.
• A friend, family member or advocate.

Other Rights

You have a right to:

• Refuse care from a particular health provider. However a hospital or health service may not be able to provide an appropriate alternative.
• Decide if you wish to see a visitor during designated visiting times.
• Nominate a person to be informed of your health care or status.
• Have a support person presnt during consultations, e.g. a relative, friend or advocate.
• Seek legal advice when you want to sue a health provider, e.g. Legal Aid Commission, Community Legal Centre or private solicitor.

Student Training and Research

The health system has a community responsibility to train students. You should be asked whether you consent to students being involved in your care. You can refuse to be treated by a student but you may want to consider the type of procedure and the level of supervision before making that decision. If you are asked to be involved in research activities, find out as much as you can about it and how the information will be used before you decide whether or not to participate

Health Consumer Responsibilities

Your good health care is best achieved through an active and positive partnership with your health care provider.

• Find out about your condition and treatment. Ask questions and consult relevant health service providers, e.g., if you have been diagnosed with a particular disease or condition find out as much as you can about the condition and health services from your doctor, the local library and support groups.
• Find out what range of treatments might be available which may include non-medical or alternative therapies.
• Know your medical history including details of any medications which you are taking. Answer questions about your health frankly and honestly. Discuss any problems you feel may be affecting your health and medical condition.
• Explain to your health provider (a) any financial difficulties or (b) your religious/cultural beliefs which may make it difficult for you to have the recommended treatment.
• Your health care is generally improved when the same health provider is involved in your care over a period of time, particularly your GP.
• Follow your treatment or tell your health provider when you are not following it.
• Tell your health provider if you are seeing another provider as this may affect recommended treatment.
• Let your practitioner know what prescription or over the counter medicine you are taking and if you use tobacco, alcohol and other drugs.
• If you change providers tell them the name of your previous provider so they can request a copy of your old file or a health summary.
• Keep appointments or let the provider know when you are unable to attend.
• If you are treated as a private patient, you may be responsible for paying the "gap". This is the difference between the total cost of treatment less any medicare rebates and the amount the insurance company will pay.
• Think about how your behaviour affects other people's rights.
• Make sure you have all the information you want and need and you understand options and possible outcomes of treatment.
• Take time to think over important decisions and talk to family and friends. If necessary, talk to your doctor again or get a second opinion.
• Tell the health provider if you are not happy with a treatment or service.
• If you are not comfortable pursuing your rights then get help from a family member, frined, patient support officer or patient representative.

NSW Ombudsman

Investigates and reports on complaints about the conduct of a NSW agency or their employee including government and some non-government agencies. NSW agencies include statutory authorities, public servants, police, correctional services, and local councils, schools, universities and TAFE. Oversees and monitors the investigation of allegations of child abuse against employees.

Level 24, 580 George St Sydney 2000
Phone: (02) 9286 1000
Freecall: 1800 451 524
Fax: (02) 9283 2911, or (02) 9266 0297
TTY: (02) 9264 8050
Email: nswombo@ombo.nsw.gov.au
Website: www.ombo.nsw.gov.au