We value your comments as they can help us 4. Contact the Health Care Complaints improve our services. Commission (HCCC) The HCCC is an independent body that Tell staff about any issues as soon as possible. deals with complaints about health services, Your Rights If you would like to make a comment or raise providers and health workers. The HCCC can issues about the care you have received we be contacted at: and ask you to: Health Care Complaints Commission 1. Talk to the staff involved with your care Locked Mail Bag 18 Responsibilities Strawberry Hills, NSW 2012 The staff looking after you may be able to help as a patient, carer or community member you. There is also a local manager or team Telephone: 1800 043159 or 9219 7444 of the Western Local Health District leader in each unit or ward who can answer TTY: 9219 5444 Fax: 9281 4585 your questions or help resolve problems. Email: [email protected]

2. Contact a Patient Representative 5. NSW Ombudsman Everyone seeking or receiving healthcare in has certain If the staff or local manager are unable to help The NSW Ombudsman is an independent rights and responsibilities. you can contact the Patient Advice and Liaison and impartial watchdog. It can assist with They include the right to access, Service (Cumberland and Westmead) or complaints about service providers. safety, respect, communication, Manager (Auburn, Blacktown and Mt Telephone: 9286 1000 participation, privacy Druitt). Website: www.ombo.nsw.gov.au and to comment ______on their care. Contact numbers: Parking Auburn Hospital 8759 3000 Parking may be available on the hospital 9881 8000 grounds for a fee. Cumberland Hospital 9840 3000 9881 1555 Westmead Hospital 8890 7014 All NSW health facilities are smoke free. Smoking is not permitted inside buildings or on Website: www.wslhd.health.nsw.gov.au the grounds except in designated smoking areas 3. Write to the Chief Executive where provided. If you are still not satisfi ed write to the Chief For assistance to quit call the Quitline™ Executive of the Local Health District: on 137 848

Chief Executive, Western Sydney Local Health District PO Box 533, Wentworthville NSW 2145 WSP-045 080716 This brochure provides information about your Communication In most cases this will be verbal consent. rights and responsibilities as a consumer of Good communication is needed for good Written consent is required for some health care in the NSW public . For care. Health care workers will explain your procedures such as surgery. more detailed information ask a staff member condition, the recommended treatment, as Before making decisions, you have a right to for a copy of the NSW Health booklet Your well as the risks and the alternatives in a way talk with other health care providers and your Healthcare – Rights and Responsibilities. that you can understand. We want you to ask relatives and seek a second opinion for the questions, be open and honest and let us treatment that has been recommended to you. Access know if we need to explain things further. Health care services are available to everyone Give us as much information as possible Interpreter Services regardless of gender, marital status, disability, about your health, including any allergies, You can have an interpreter provided free culture, religious beliefs, sexual orientation, age medical conditions or disabilities. of charge if you have a Medicare card. or income. If the care you need is not available Interpreter services, including Auslan, can in your local area we will fi nd a service that can Tell your health care worker: be provided in person or by phone and are help you.  what medicines or remedies you take available seven days a week. Ask our staff to and whether you smoke, use alcohol or You have a right to access health services on arrange an interpreter for you. recreational drugs. the basis of a medical assessment and the  if you have a carer or want a support urgency of your need for treatment. Support people person to be with you. You can have a relative, carer or other Tell us if you have special needs or need an  about any changes to your condition and support person to help you communicate with interpreter. any reactions during treatment. health professionals but you must agree to  if you are being treated for the same that person being involved. Safety problem by someone else. You are entitled to safe, high quality health care.  if you do not understand why you have Privacy We can improve the safety and quality of care been referred for tests or treatments. Your information will be kept in a confi dential we provide by partnering with you, your family  if religious or cultural beliefs make it diffi cult and secure manner. and carers. to have treatment. You are entitled to request access to your Look out for the safety information displayed in  if you do not plan to follow treatment health information that is held in NSW health all our health services and on our website. advice, do not wish to or are unable to attend appointments services. Normally you will be asked to apply for access in writing and provide identifi cation. Respect  if you want to be treated as a private You may be charged a fee. Patients, families, carers and visitors have a patient and need an estimate of the costs. right to be treated with courtesy, dignity and We may share your health information with respect while in our health services, regardless Participation other health care workers so that we can give of culture, beliefs, values, gender or disability. It is your right to partner with health care you the best possible care. workers in discussing and making decisions We ask you to show respect to our staff, about your health care. This includes transfer Ask for a copy of the NSW Health Information volunteers, other patients and visitors. to other services and your discharge home. Privacy Leafl et for Patients if you would like You will need to agree to treatment, except more information. in emergencies, unless you have a legal guardian.