Patient Rights & Responsibilities

While a patient at Western Private Hospital you can expect to receive the best care our staff can provide.

As a patient you have a right to:

  • Be treated with respect, dignity and consideration for your personal and physical privacy
  • Have personal or health information dealt with in a confidential manner, except to enable another health care worker assist in your care or when disclosure is authorised under law
  • Consideration of your beliefs and ethnic, cultural and religious practice
  • Consideration of special dietary needs
  • Receive information regarding your condition and treatment
  • Participate in decisions which affect you and your well being
  • Refuse treatment and services with which you are uncomfortable (to the extent permitted by the law)
  • Be informed of the identity and role of any doctor, nurse or health professional who attends you
  • To refuse the presence of health workers not directly involved in your care
  • Seek the assistance of a suitably qualified interpreter
  • Anonymity if you so choose
  • Discharge yourself at any time, despite the advice of your doctor or hospital staff
  • Request that a relative or friend join you when decisions are being made about your care and treatment
  • Ask for a referral if you wish to seek a second opinion

As a patient you have the right to be informed before giving consent to:

  • Anaesthesia, surgical procedures and treatment.
  • Any costs that may be incurred while a patient at the hospital
  • Participation in any research project, or inclusion on a register (e.g. Joint Replacement Register)

Patient Responsibilities

While, a patient, you have a responsibility to provide to the best of your knowledge, accurate and complete information about your present complaint, past illnesses, hospitalisations, medications and other matters relating to your health.

While a patient, you have a responsibility to advise if you understand your treatment and what is expected of you; follow the treatment plan as recommended by your medical practitioner and nurses. You are responsible for your actions if you refuse treatment or do not follow instructions.

While a patient we request that you:

  • Be considerate of the rights of other patients and staff
  • Respect the property of others and the hospital

Complaint Resolution

At times people can be afraid to make suggestions or complain, however Western Private Hospital encourages all feedback.

Your feedback about the services we offer and care we deliver is important to us. We use this information to help us review and improve the quality of our services and care. We encourage you to complete our feedback card located at Reception and on each ward. This card can be handed to your nurse, your ward reception or placed in the post box located on the wall on the right hand side of the Reception desk on the ground floor.

If our service or care does not meet your expectations, please bring this to our attention by speaking to your Nurse Unit Manager. If you have an issue that you wish to discuss with someone other than the staff in your ward, you may ask to speak to the Chief Executive Officer/Director of Nursing.

No person who makes a comment or complaint will be adversely affected. Your concerns will be handled as discreetly as possible.

If you are not satisfied with the outcome at the hospital you can contact the Health Services Commissioner (an independent agency available to anyone) on (03) 8601 5200 or country callers 1800 136 066.   Website:  www.health.vic.gov.au/hsc

Telling us if you have a problem or issue gives us the opportunity to review our procedures and improve patient care.

Amenities & Services

Café

Light refreshments, confectionery, newspapers and other reading material are available for purchase. The café has both indoor and outdoor seating in a lovely garden setting.

Hours of operation are:   Monday – Friday     8.00am – 4.30pm

ATM

An ATM is located in the main entrance of Western General Hospital.

Newspapers & Magazines

Newspapers and magazines can be purchased from the Café on the ground floor.

Mail

Mail (including eCards through the Send a Patient eCard feature) is delivered to patients’ rooms on a daily basis. Any mail received following discharge will be forwarded to the patient’s home address.

For regular mail, stamps may be purchased from Reception.

Taxis

Our staff at Reception will be happy to organise a taxi for any patient or visitor or dial for a taxi using our free telephone in the foyer. A taxi rank is located diagonally opposite the hospital on the corner of Stanlake and Eleanor Street.