Within Australia, the Australian Charter of Healthcare Rights (ACHR) applies to the entire healthcare system, and it allows patients, consumers, families, carers and healthcare providers to have a common understanding of the rights of people receiving healthcare. The rights included in the ACHR relate to access, safety, respect, communication, participation, privacy and comment.
We will always endeavour to advise patients about their rights and the way our practice operates. Part of the process of providing this information to patients and/or carers is providing access to our Charter of Patient Rights.
The Charter of Healthcare Rights can be found here: https://www.safetyandquality.gov.au/national-priorities/charter-of-healthcare-rights/
We expect all staff will assist patients to understand their patient rights and the way our practice operates. It is the responsibility of staff to proactively identify those patients who may be ‘at risk’ of not understanding their healthcare rights and to consult the dental practitioner if further guidance is needed.
In accordance with the Privacy Law, Commonwealth Privacy Act 1988, the Dental Board of Australia’s Code of Conduct for Registered Health Practitioners, and the Office of the Australian Information Commissioner – Australian Privacy Principles, a patient can expect that their personal health and other information will be collected, used, disclosed and stored in accordance with relevant laws about privacy, and that this information will remain confidential unless the law allows disclosure or the patient directs us to release the information.
We will acknowledge and respond in a timely manner, either verbally or in writing, in respect to the seriousness of the complaint. We aim to respond to all complaints within 24 hours/1 day. All complaints will be recorded in the Complaints Register.
All complaints will be reviewed and reported by the person about whom the complaint is related, the Practice Coordinator, the Co-Owner, and the Network Support Team. We expect responsibility for the management of practitioner related complaints will lie with the dental practitioner about whom the complaint is related. The dental practitioner involved may choose to escalate this complaint to their Manager, or to the Managing Director. Alternatively, they may choose to respond to the complaint upon receipt of advice from their insurer or professional association.
In this Patient Rights Policy:
Us: The terms ‘us’, ‘we’ or ‘our’ mean Coastal Dental Care Australia Pty Ltd 617 360 460 (CDC), our related and subsidiary entities including our CDC Dental clinics and our services, and our other non-CDC branded dental practices including Gold Coast Holistic Dental Care.
You: The terms ‘you’ or ‘your’ mean the person interacting with us and our services and using our services.