Guide to the RCH

Patient rights responsibilities

  • We aim to provide the best service possible to children and their families, and therefore encourage comments, constructive suggestions and criticisms of the service we provide. If there are any aspects of your child's care which you wish to discuss, ask for the Unit Manager or your child's doctor.

    We welcome your feedback and appreciate learning from you how we can improve your hospital experience.

    You may also write or speak directly to the:

    Consumer Liaison Officer
    Royal Children's Hospital 
    Flemington Road, Parkville, Victoria 3052   
    T: (03) 9345 5676
    Fax: (03) 9345 5050
    E-mail: clo@rch.org.au

    Rights and responsibilities

    What you can expect of us

    We will provide all children and their families with the best possible care. We know that children receive the best care when the hospital and families work together. 

    Best care

    We will:

    • provide you with all available health services and care
    • include you and your family in decision making about treatment
    • arrange a second opinion if asked to do so
    • provide an interpreter, at no charge, if required
    • give you the choice to be involved in research or training

    Respect

    We will:

    • treat you with dignity, courtesy and respect
    • listen to your opinion 
    • allow someone to advocate on your behalf if you wish

    Information

    We will:

    • give you information about your/your child's health care, including options and possible complications
    • get your consent before starting any treatment
    • maintain your privacy and confidentiality
    • give you access to your personal and health information and to change details if necessary
    • ask you to tell us if these things have not happened so we can improve our services

    What we expect of you

    We want to be sure that we can give you the best care and treatment. To do this we expect that you will:

    • give us accurate and truthful information about your/your child's health
    • tell us if any personal information or health condition changes
    • attend appointments or tell us if you cannot make an appointment
    • ask for more information if there is anything you don't understand
    • follow the instructions for treatment, or tell us if you decide not to
    • accept the possible health consequences if you refuse treatment
    • recognise the effects of your lifestyle choices on your/your child's health
    • provide information that could help with your/your child's care and treatment

    We encourage you to discuss your concerns with your health carers and give feedback. You can also give feedback or make a formal complaint to the consumer liaison officer on 9345 5676.

    Our aim

    Our aim is to make RCH a safe, professional and friendly environment, so we ask everyone (staff, families, patients and visitors) to:

    • treat all people with dignity, courtesy and respect
    • be sensitive to the needs of others
    • respect the privacy of others and keep in confidence any information gained about them
    • not accept or display behaviour or language that may be offensive
    • respect visiting hours and be mindful of quiet times
    • respect the property of The Royal Children's Hospital
    • report to hospital staff any unsafe aspects of the environment
    • honour the non-smoking policy

    Violent and threatening behaviour is NOT acceptable at The Royal Children's Hospital.

    Physical violence, intimidation, verbal abuse or swearing towards any person will not be tolerated. If necessary, security staff will be called to intervene.

    Australian Charter of Healthcare Rights

    To help ensure all families and young people are informed about their healthcare rights, The Royal Children's Hospital has adopted the Australian Charter of Healthcare Rights. The charter is designed to provide a simple reference to patient rights and how hospitals can support these.

    guide for patients and families (PDF 750Kb) discusses each of the seven charter rights and provides some guidance to patients and families on ways they can contribute to ensuring rights are upheld.

    The charter is also available in 40 languages other than English on the The Australian Commission on Safety and Quality in Health Care website.