Genea's Charter of Patient Rights

Genea's Charter of Patient Rights

1. Access – A fundamental right to adequate and timely healthcare. We will provide you with access to appropriately trained healthcare professionals during your treatment; facilitate appropriate referrals as required and provide you with the tools to access the care you need. You can contribute to the right of access during treatment by informing us of your needs and any changes in your circumstances, being available to receive your instructions and results, being on time for your appointments and ensuring timely payment of any fees. Sometimes healthcare may be provided by external health practitioners. Please be aware that as a private healthcare provider, we reserve the right to cease treatment or discontinue the storage of gametes/embryos if fees remain outstanding.
2. Safety – A right to safe and high-quality care. You can contribute to the right of your safety by alerting your Fertility Specialist and/or your team if you are unsure about what is happening to you, or if you think something has been missed in your care, or if there are any circumstances that might make your healthcare riskier. We request that all staff and patients are treated with respect. Please make suitable arrangements for care of your children when you visit us – our staff are not permitted to care for your children. Medical equipment in our clinics may be hazardous to children and Department of Health license requirements do not permit children in the Day Surgery at any time. Please be aware that we have a duty of care to refuse or discontinue treatment if your actions compromise the safe delivery of your care/ treatment, or the safety of others.
3. Respect – A right to be shown respect, dignity and consideration. You are entitled to receive care in a way that is respectful of your culture, beliefs, values and individual circumstances. It is important to tell your Fertility Specialist and your team of any special requirements you may have and any changes in your circumstances. You can also contribute to the right of respect by being mindful and considerate of our staff and other patients. Some of our patients have told us that the presence of children in our waiting areas is distressing. Where possible we request that you please make alternative arrangements.
4. Information – A right to be informed about services, treatment, options and costs in a clear and open way. So you can give informed consent, your Fertility Specialist and your team will tell you about the care you are receiving and help you understand what is happening. You can contribute by being open and honest, being available to receive results and instructions and attend appointments as required during your treatment. To understand the instructions given to you, we encourage you to ask questions if you would like more information. We can arrange an interpreter for you if English is not your first language.
5. Partnership – A right to be included in decisions and choices about care. Your Fertility Specialist should give you a clear explanation of your diagnosis, your treatment and any associated risks, as well as other treatments available. When you become our patient, you will receive information about your proposed course of treatment, including medications and side effects, and anticipated procedures. You will also be provided with detailed information about our fees, including any likely out-of-pocket costs. You are encouraged to ask questions if you are unsure about what is happening, or you’d like more information. Involve your support people or family if this makes you more comfortable.
6. Give feedback - A right to comment on care and have your concerns addressed. We are committed to continuously improving our service and your feedback is important to us. From time to time we may contact you for quality assurance purposes to offer you the opportunity to provide feedback. If at any time you have any specific feedback or concerns about any aspect of our service, please raise this with us by calling:

• Australian Capital Territory – Health Services Commission (02) 6205 2222 or email: human.rights@act.gov.au
• New South Wales – Health Care Complaints Commission (02) 9219 7444 or email: hccc@hccc.nsw.gov.au
• Western Australia – Health and Disability Service Complaints Office (08) 6551 7620 or email: mail@hadsco.wa.gov.au
• Victoria – Health Complaints Commissioner 1300 282 113 or online via www.hcc.vic.gov.au/contact or email: hcc@hcc.vic.gov.au
• South Australia - Charter of Health and Community Services Rights 1800 232 007 or email via info@hcscc.sa.gov.au
• Queensland - Office of the Health Ombudsman 133 646 or online via https://portal.oho.qld.gov.au/healthcomplaintform/.