20 The Avenue, Windsor VIC 3181
03 9520 9520
03 9520 9520

For Patients

Patient Rights

Windsor Private Hospital ensures patient rights are respected and the partnering with our patients commences at the time of the first consultation with the specialist.

The success of treatment at Windsor Private Hospital depends on the inclusion of the patient in every aspect of their care. The Policy and Procedure describing the patient clinical pathway demonstrates the ongoing engagement with patients before during and after discharge.

Windsor Private Hospital has developed and maintained our systems of partnering with patients through planned management processes such as:

  • Strategic and service planning
  • Decision making in safety and quality initiatives
  • Quality improvement activities
  • Risk assessment
  • Monitoring and reporting
  • Action taken to improve
  • Training
  • Regular review
  • Evidence-based or best practice/ screening and assessment tools
  • Formalised processes and systems
  • Communication with patient carers and staff
Partnership

Patients, consumers, staff at Windsor Private Hospital all have a role in contributing to a safe and high quality healthcare system.

A genuine partnership between patients, consumers and Windsor Private Hospital ensures the achievement of the best possible outcomes.

Patient Rights
Access

To receive health care that does not discriminate, particularly on the basis of race, religion, gender, health insurance status, socioeconomic background or age and/ or in accordance with our admission  policies.

Safety
  • To expect that a safe and secure environment is maintained whilst receiving the services, including physical and emotional support
  • To receive quality health care from appropriately qualified and experienced staff and to receive continuity of care when attending Windsor Private Hospital. To expect that expert/professional decisions to be made on your behalf and in your best interest after discussion with next of kin, partner, carer, guardian or medical agent, should you be unable to speak.
Respect
  • To be treated with courtesy and respect and have your privacy and cultural background respected by staff as well as having access to an interpreter if required.
  • To expect staff to routinely introduce themselves to you
  • To continue to receive appropriate alternative care if any decision to refuse treatment is made.
Communication
  • To obtain complete and current information on your care and treatment in a language that you understand.
  • To receive information about choices and options for your care and treatment including advantages, disadvantages, risks, benefits and alternatives to these treatments.
  • To be given adequate opportunity to have any information clarified or any questions answered
  • To give your informed consent before the services are provided; to refuse the care or treatment options provided to you by the staff, after being fully informed of the consequences of that decision.
  • Where applicable, to know in advance the charges for the services provided to you.
Participation
  • To be encouraged to make fully informed decisions by discussing treatment options and expected outcomes.
  • To be given adequate opportunity to have any information clarified or any questions answered.
  • To receive information about choices and options for your care and treatment including advantages, disadvantages, risks, benefits and alternatives to these treatments.
Privacy
  • To be secure in the knowledge that information concerning your condition and care is treated as confidential and only used by the staff involved in your care.
  • To have your health care discussed in an area where others cannot overhear.
  • Know the identity and professional status of all attending Windsor Private Hospital and to refuse the presence of other people during the delivery of the treatment.

Windsor Private Hospital takes patients privacy very seriously. It is the policy of Windsor Private Hospital that all efforts will be made to maintain patient privacy while attending the hospital and all records are kept securely in accordance with privacy principles.

Windsor Private Hospital endeavors to inform patients of their rights by providing a copy of the privacy policy to patients prior to admission to the hospital.

Compliance

Windsor Private Hospital is bound by the Australian Privacy Principles (Privacy Act 1998, as amended).  Windsor Private Hospital deals with personal information in accordance with such principles.

The Australian Privacy Principles can be obtained through the website of the office of the Federal Privacy Commissioner.

Comment
  • To acknowledge and take seriously all comments and feedback made by patients and consumers.
  • To discuss any concerns, questions, provide feedback or make complaints about issues related to the services provided to you, the processes involved with the service provision and any treatment undergone at Windsor Private Hospital.
Patients Responsibilities
  • To participate and cooperate with an agreed treatment and care program or inform staff of your intention not to comply.
  • To be considerate of staff and other patients, treating them with courtesy and respect.
  • To provide the relevant information about your health, to assist the staff involved in your care, including the possibility of infectious diseases.
  • To inform staff if you are covered by any special benefits/ schemes.
  • To contribute to a safe and comfortable environment in relation to noise, alcohol, smoking and illicit drugs.
  • Consider your ability to meet your financial obligations to pay any accounts and fees for which you are responsible
  • To advise Windsor Private Hospital if you are unable to keep an appointment within at least 24 hours of the appointment time.
Informed consent

The process and details of obtaining informed consent policy at Windsor Private Hospital is described in detail in MSP10 Patient Booking, MSP13 Patient Pre Admission and MSP15 Patient Admission – Nursing.

The compliance and assessment of the processes for informed consent are reviewed through internal surveillance and audits and external audits. The IIIR System is used to document the process and action taken to reduce any identified risk.

Windsor Private Hospital has developed and maintained our system of informed consent through planned management processes such as:

  • Development and implementation of patient information brochures
  • Patient Consent Form
  • Patient discharge information brochures
  • The patient survey monitors patient feedback

Medical record – security, storage

The process and details of managing the medical record policy at Windsor Private Hospital is described in detail in MSP04 Managing the Medical record.

The compliance and assessment of the processes for managing the medical record including security and storage are reviewed through internal surveillance and audits and external audits. The IIIR System is used to document the process and action taken to reduce any identified risk.

Contacting Windsor Private Hospital

Windsor Private Hospital contact details are as follows:

Tracy Cameron
Chief Executive Officer
20 The Avenue,
Windsor, Victoria

 

Information Collected by Windsor Private Hospital

Windsor Private Hospital holds the following information with respect to its patients.

  • Name
  • Personal Address
  • Postal Address
  • Next of Kin
  • Telephone Numbers
  • Fax Number
  • Date of Birth
  • E-mail Address
  • Medical History
  • Treatment plan and treatment details

The purpose of the above information is to assist the Staff – both Medical and Administrative to carry out the operation of the hospital which is dedicated to the care and general welfare of patients referred to the facility for treatment.

The purpose of the above information is to enable the facility to effectively treat patients.

How does Windsor Private Hospital use information?

Manner of collection

Information is collected from patients through the provision of that information on their behalf by their treating practitioner or directly from the patient.

Storage and data protection

Personal information about patients is contained in a hard copy medical history electronic information concerning patients is stored securely on the server.

Hard copy and electronic records are only accessible to personnel of the facility who require access to such personal information for the purpose of carrying out their duties.  All personnel have signed Privacy and Confidentiality statements binding them to comply with the National Privacy Principles.

Access to records

Patients of the hospital may request access to personal information by writing to the Privacy Officer.  Persons entitled to access do not have to provide a reason for requesting access.  The patient will be notified when their record will be available for personal viewing at the hospital.

Applications should be made in writing. Verification will be made prior to response.

Applications should be forwarded to:
Tracy Cameron
Chief Executive Officer
20 The Avenue,
Windsor, Victoria

A fee will be charged in accordance with the Victoria Health Records Act 2001 for all administrative duties pertaining to the raising of these medical records.

 If patients wish to obtain access to or wish to notify any changes to their details kept at the hospital, they should contact the Privacy Officer for a copy of the protocol and the forms for carrying out these functions.

If a person believes that information held by the hospital is incorrect, incomplete or inaccurate they may request amendment of that personal information.  The hospital will consider if the information requires amendment.  If the hospital does not agree that there is any ground for amendment it will, if the person seeking the amendment requires, place with that person’s personal information, a statement from that person as to why the information is not accurate or up to date.