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7/28/2019 OA004305 Patient First Book
1/36
A Picture Book Guide to
Patient FirstFunded by WA Health.
Health Consumers Council March 2012
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Informed Consent......................................................................................................................3
Making the right decisions for you.................................................................................5
Understanding your risk.......................................................................................................6
Your Rights and Responsibilities......................................................................................9
Managing medications safely at home........................................................................12
Managing medications in hospital................................................................................13
Correct patient, correct site, correct procedure......................................................16
Preventing falls in hospital...............................................................................................17
Preventing pressure ulcers................................................................................................21
Avoiding infection...................................................................................................................25
What happens to your health information?.............................................................27
Your health information......................................................................................................30
Comments, complaints and feedback...........................................................................32
Patient medication record form......................................................................................33
ContentsPage
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Thisdiscussionmayexploredifferenttypesof
surgery,choiceofmedicalproceduresorwhat
willhappenifyoudontdoanythingatall
Youhavetherighttoasecondopinionandtoask
questions
Onceyouareinformedaboutthepossiblerisks
andbenetsyoucanjudgewhichoutcomesyou
arewillingtoacceptaspartofyourdecision
When it comes to having an operation or test, especially one that may
involve risk, you are required to give what is called Informed Consent.
In other words, you will need to agree to the procedure or treatmentsuggested for your medical condition.
Informed
3
Informed Consent in health care means that you are givenaccurate information in a way you can understand so youcan make the right decision for you.
Thedoctororhealthprofessionalwilldiscussyourtreatmentoptions
withyou.
Yourjobistoaskquestionsifthereisanythingyoudontunderstand.
Thedoctororhealthprofessionalgetsyourconsentornotand
recordswhatisagreedto.
Inotherwords,youdecidewhethertoundergotheprocedureor
treatmentforyourcondition.
Your medical team has the expertise andknowledge to suggest the best treatment however
THE TREATMENT YOU RECEIVE IS YOUR CHOICEand is achoice you must agree to before your treatment can proceed.
Beforeyougiveyourinformedconsent,yourdoctororhealthprofessional
hastotellyouoryourparent/guardiantherisksandbenetsofthe
treatmentoptionsbeingdiscussed.
At this point you have the right to ask questions such as:
Informed consent
Consent
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Itisalsoimportantforyoutothinkaboutthe
likelihoodofsuccessandthepossiblecomplications
ofyourtreatmentoptionsinmakingyourdecision
FOR EXAMPLE:
FOR EXAMPLE:
Health professionals have to tell
you about your treatment, answer
your questions and gain your
consent before treatment begins.
Informed consent
7/28/2019 OA004305 Patient First Book
5/365Making the right decisions for you
TREATMENTOPTIONS
Mostconditionswill
havemorethanone
treatmentoption;each
withdifferentrisksandexpectedoutcomes.
RISKS ANDBENEFITS
Youneedtoweighup
therisksandbenets
dependingonyour
situation.
It may be helpful for you to list thethings you need to consider in order
to make an informed decision.
Whilst your health professional can advise you on treatment options,
only you know about such things as your:
In order to arrive at the best decision regarding your treatment,
you will need to factor in these things as well as exploring:
decisions for youMaking the right
LIFESTYLE
Youliketo:
Playsport
Walkthedog
Beindependent
PERSONALPREFERENCESAND NEEDS
Youmightneedto
makesomedietary
changes.
WORK DEMANDS
Dependingonthekindof
workyoudoyoumight
needtothinkabout
possiblybeingoffwork
forweeks.
FAMILY DEMANDS
Youmightneedtoconsider:
Anageingfamilymember
Children
Yourpartner
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Understanding
6 Understanding your risk
your risk
Any medical procedure involves risks which must be weighed against
the likely benets of the treatment. It is vital that you fully discuss the
risks with your health professional to ensure that you are fully informedbefore giving your consent to proceed.
To help you gain a clearer picture of the risks and
benets of your procedure, your doctor may use a visualaid called the Paling Palette (see overleaf) to explain.
It is important that you take the time to understand theinformation and are comfortable with your decision.
Remembertherisksandbenetscanneverbe
guaranteed
Ariskisimportantifitinuencesyourdecision
e.g.thinkaboutfamily/workresponsibilities
Itislawthatyoubetoldaboutprobable,frequent
orseriousrisksandanyhealthcomplications
Askquestionsifyouarenotsure
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Ask your doctor to explain how many people (out of a thousand) have
positive or negative results from the procedure you are considering
using the Paling Palette.
Understanding the risks of my procedure
Whenyourdoctorisexplainingtherisksoftheproceduretoyou,llinthefollowingpageinyourown
words.AskthedoctortollintherelevantnumberofguresonthePalingPaletteof1,000peopleprovided
overleaf,andtoexplainthepossiblepositiveandnegativeoutcomesandanysignicantrisksyoumay
haveasapatient.
Mydoctorhasinformedmethatmyconditioniscalled:_________________________________________
TheprocedureIwillbehavingiscalled:_____________________________________________________
Iunderstandthatthiswillinvolve:__________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
Mydoctorhasexplainedtomethatthebenetsandpositiveandpossiblenegativeoutcomesofmehavingthisprocedureare:
1.____________________________________________________________________________________
2.____________________________________________________________________________________
3.____________________________________________________________________________________
4.____________________________________________________________________________________
Mydoctorhasexplainedtomethatthepossiblerisksofthisprocedureare:
1.____________________________________________________________________________________
2.____________________________________________________________________________________
3.____________________________________________________________________________________
4.____________________________________________________________________________________
Iunderstandthattheriskofmeexperiencinganadverseeventduringtheprocedureis________percent.
WhenusingaPalingPalettetheriskcanbecalculatedas_____________in1,000.
AskyourdoctortollintherelevantnumberofguresonthePalingPaletteof1,000providedoverleaf.
Yourdoctormaywishtouseadifferentcolourpentohighlighteachriskonthepalette(overleaf).
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Note to the Doctor: Whenexplainingtheriskstothepatient,translatethepercentageriskintoarateper1,000thenllintherelevantnumberofguresbelow,explainingthepositiveandnegativeoutcomes
simultaneouslyandthesignicanceofanyrisksforthepatient.
Understanding your risk
ThePalingPaletteof1,000people.Copyright2001JohnPaling&Co.Forlicensingrights,contactwww.riskcomm.com
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Your Rights and
9Your Rights and Responsibilities
Responsibilities
You have rights and responsibilities
as a patient/consumer.
As a patient you have the right to:
Receivefreepublichospitalservicesasa
publicpatient
Emergencydepartmenttreatmentandyouwill
betreatedaccordingtohowsickyouareandtold
approximatelyhowlongyouwillhavetowait
Plannedsurgeryandyouwillbeclassied
accordingtohowsickyouareandtold
approximatelyhowlongyouwillhavetowait
Accesstoservicessuchasinterpreters
Haveacarerwithyou
Betreatedwithrespectanddignity
Begivenaclearexplanationofyourtreatmentandhaveyourquestionsanswered
Agreeorrefusetoparticipateinstudenttraining
ormedicalresearch
Sayyesornototreatment
Seekasecondopinionanddiscussoptionswith
familyorfriends
Beinformedofongoinghealthcarerequirementspriortoleavinghospital
Condentialityofyourmedicalrecords
Complainaboutorcomplimentyourtreatmentand
careandtobetoldhowtomakeacomplaint
Applytogetacopyofyourmedicalrecordsunder
theFreedomofInformationAct(FOI)1992
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10/3610 Your Rights and Responsibilities
If you choose to be treated as a private patient in a public hospital you
will be charged for the cost of medical services, accommodation and
other related costs.
It is your responsibility to:
Providemedicalstaffwithyourmedicalhistory.
Familyandfriendscouldhelpwiththis
Reportmedicinesyouareusingincludingover-the-
counter,vitaminsandherbalmedicines
Tellhealthstaffaboutchangesinyourconditionor
problemswithtreatment
Berespectfulofstaff.Aggressiveorviolent
behaviourwillleadtowithdrawaloftreatment
Followtreatmentinstructionsortellstaffifyou
cantordontwishtodoso
Sayifyoudontwantstudentsinvolvedinyourcare
Keepappointmentsorletstaffknowinadvanceif
youcannotattendtheappointment
Costs and rebates should
be discussed prior to
commencement of treatment.
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Health care professionals
have a responsibility to:
Berespectfulandtakeaccountofyourwishes
Listenattentively
Addressyourfearsbyprovidinginformation
Speakinwaysyoucanunderstand
Answeryourquestionshonestly
Informandeducateyouaboutyourillnessincluding:
Treatment options
- risksandbenetsofoptions
- likelihoodofsuccess,risksorcomplications
- whatyoucanexpectfromtreatmentandchecktoseethatyouunderstand
- gainyourconsentfortreatment
- askifyouwanttoparticipateinanyresearchduring
yourtreatment
- provideadequateinformationandtimeforyoutomake
aninformeddecisionaboutyourtreatment
- tellyouhowurgentyourcaseisandwhereyouarein
thetreatmentqueue
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Managing medications
12
safely at home
Medication mistakes can happen in hospital or at home when medicines
are prescribed, given or taken incorrectly.
Accidents can occur when :
Medicineshave
thesameorsimilar
packaging
Adoseismissedor
doubledorthereis
amisunderstanding
astoinstructions
onhowtotake
medicines
Make sure you tell your health professional about all your health
problems and the medicines you are taking for them.
Medicinesclashwitheachother Yourhealthcondition
mayincreasethe
likelihoodofsideeffects
fromyourmedication
To manage your medicines safely, the
following steps should be taken: Keepalistofallmedicinesyouaretaking,
includingover-the-countermedicines,
vitaminsandherbalmedicines
Askyourdoctorforinformationon:
- whatyourmedicineisfor
- whenyoushouldtakethismedicine- sideeffectstolookfor
- whetherthismedicinecansafelymix
withyourothermedicines
Managing medications safely at home
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13/3613Managing medications in hospital
Managing medications in hospital
Keeptrackofmedicinesyoureceiveinhospitalandnote
thetimeanddosage.Speaktostaffaboutdifferencesin
dosage,ifyouhavebeenrefusedmedicationorifithasbeendelayed
Askfamilyorfriendstohelpwiththis
Ifthereisaproblemaskquestions.Sometimesthings
cangowronginhospitals Tellstaffstraightawayifyouarefeelingunwellafter
takingmedicine
Makesureyouunderstandallinstructionsabout
yourongoingmedicinesbeforeyouleavehospital,includingwhethertocontinuemedicinesyouwere
takingpriortohospitalisation
Buyadosagebox(availableatpharmaciesandsupermarkets)
Getyourmedicinefromthesamepharmacyevery
timesoitcanbemonitoredbyyourpharmacist
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14/3614 Managing medications in hospital
For further reference, ask your doctor for written information known
as Consumer Medications Information (CMI) or visit the National
Prescribing Service at www.nps.org.au/consumers
You will nd a sample Patient Medication Record Form below
Alwayswritedownthemedicationsthatyouaretakingsothatinanemergencyhealthcarestaffcan
accesstheinformationquickly.YouwillndasamplePatientMedicationRecordFormbelow.
Medication StrengthWhat was it
prescribed for?
How much
do I use?Date started
Example:
Paracetamol500mgtablets Arthritispaininknee 2tablets,4times/day
PatientName:__________________________________________________________________________
Ishouldreviewmymedicationson:_________________________________________________________
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Patient medication record form
Ifyouarescheduledtogointohospital,takeallofyourmedicationswith
you(unlessthehospitalasksyounotto).Thiswillhelpyourdoctorand
otherhealthpractitionerstoprovideyouwiththecorrectmedicationsand
enablethemtoupdateyourmedications,ifitisrequired.
Always write down the medications that you are taking so that in anemergency health care staff can access the information quickly.
TheNationalPrescribingServicerecommendsthatyoulistallmedicationyouare
currentlytakingincludinganythat:
youtakeonprescription;
havebeenrecommendedbyyourpharmacist;
youhavereceivedwhilstinhospital;and/or
youhavepurchasedover-the-counter.
When you visit your general practitioner, pharmacist or go into hospital,
always take your Patient Medication Record Form with you. See example
on page 14.
Ask your general practitioner or pharmacist about your medication and
for information that you can take home and read in your own time.
YoucanalsoobtaininformationbyphoningtheNationalPrescribingService
MedicinesLineon1300 888 763(MondaytoFriday9.00amto6.00pm(EST))
orbyvisitingtheConsumerspageoftheNationalPrescribingService
websiteat:www.nps.org.au/consumers
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16/3616 Managing medications in hospital
Always tell your Health Professional:
Thehealthproblemthatisbeingtreated
Otherhealthproblems
Ifyouarepregnant,breastfeedingorplanto
becomepregnantwhilstonmedication
Othermedicinesyouaretakingincludingover-
the-counterorherbalmedicinesorvitamins
Anyallergicreactionstomedicinesthathave
madeyoufeelunwellinthepast
Riskfactorssuchassmoking,alcoholor
recreationaldrugs
Yourpreferencese.g.tablets,capsulesorliquid
Youcanalwaysaskifthereisacheaperbrandof
themedicineavailable
Keeping track of your medications is vitally important.If you are too unwell to do so yourself, ask a familymember or friend to help you.
If you have more questions, talk to your doctor
or pharmacist or speak to a pharmacist at:
National Prescribing Service Medicines Hotline 1300 888 763
Monday to Friday 9.00am to 6.00pm (EST) Cost of local call
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Correct patient, correct site correct procedure
Surgery on the wrong patient or the wrong site (place on your body)
rarely happens but the outcome can be severe.
Check your details.
Checkyourfullname,dateofbirth,thetypeofprocedure
andthatthesideandplaceonyourbodywherethe
procedureyouareabouttoundergoiscorrect
Remindstafftocross-checkyourprocedurewithyour
identicationband,medicalrecordandconsentform
Make sure that the surgery or procedure is what you consented to when
you signed it. Should there be an error obtain a new consent form.
Before surgery begins, the clinical team will make a nal checkto verify correct patient, type of procedure and conrm the site.
You can help us by the following safety checks:
Ask to see your consent form
Readtheformcarefullybeforeyourprocedureorsurgery
Check your consent form
Checktheformbeforetakinganymedication
Check that the correct site/side is clearly marked
Youshouldensurethatyourclinicianhas
markedthesiteandsideoftheprocedure
onyourskinwithawater-resistantpen
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18/3618 Preventing falls in hospital
Preventing falls in hospital
Falls can happen more easily when you are unwell as a result of poor
balance, low blood pressure, some medications, physical inactivity,
unfamiliar places, poor eyesight and unsafe footwear.
To lower the chance of falls when in hospital you should:
Wearcomfortableclothingandfootwear
Takeyourtimegettingupfromaseatedpositionorlyingdownandletstaffknow
ifyoufeelunwellorunsteadyonyourfeet,particularlywhenusingthetoilet
Bringyourwalkingaidswithyou.Ifstaffrecommendassistance
orsupervisionwhenwalking,askandwaitforassistance
Bringyourglasseswithyouandwearthecorrectpair
forwalking.Takespecialcareifusingmulti-focallenses
Familiariseyourselfwithyourhospitalroom,furniture
andbathroomlocation.Tellstaffofanyclutterorspills
Drinkplentyofuids
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Falls can also happen at home or when you are out and about.
Prevent falls with the following simple steps:
Professional Assessment
Beforeyouleavehospital,askyourhealthprofessionaltoassessyourriskofafallandseektheir
adviceifyouareatrisk.
Besuretotellyourhealthprofessionalwhatyourhomeislike.Ifyouthinkyouneedmodicationsat
home,youmightbeeligibleforgovernmentassistanceforhomemodications.Askaboutthis.
Keep active
Walking30minutesadaywillimproveyourbalanceandyour
tness,evenifyoudoitintenminutelots.
Walk tall
Goodpostureandthewayyouwalkcanpreventfalls.Holdyourheaduphigh.
Vision
Haveannualeyechecksandgiveyourselftimetoadjustto
newglasses,especiallybi-focals.
Outdoors
Outdoorstepsshouldbewelllitandhavesturdy
handrails.Checkandrepairunevenpaths,
deckingordriveways.Keeppathwaysclear.
Out and about
Reportanyhazardsinyourcommunitysuchasmissinghandrails,uneven
paths,slipperysurfacesorpoorlighting.
Reportanysliphazardstocouncilsorshoppingcentreorstoremanagers.
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At home
Ensureyourhomeiswelllit,especiallystairsorsteps
Fitbathroomandkitchenwithnon-slipsurfacesandusenon-slipmats
Cleanupspillsimmediately
Ensurewalkwaysare
freeofobstructions
Removerugsthatcanslideorsecurethem
Installhandrailsbystairsorstepsandinbathroomandtoilets
Installanightlightoralampthatiseasilyreachedifyouneedtogetupfrequentlyduringthenightorkeepatorchnearby
Keepfrequentlyuseditemswithineasy
reachtoavoidusingastepladderorchair
Beawareofpetswhenmovingaroundthehouse
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Further help
Medication
Makesureyougetyourmedicinesregularlyreviewed
Makesureyouunderstandtheeffectsofyourmedicine
Manage your condition
Haveregularcheck-upswithyourdoctortodiscussconcerns,prevent
complicationsandreducepossiblesideeffects.
Makesureyoutellthedoctorallthemedicinesyouaretakingincluding
vitaminsandherbalmedicines.
Improve your balance
Do30minutesofgentleexerciseeachdayto
improveyourbalance.
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Preventing pressure ulcers
A pressure ulcer is a sore, break or blister of the skin caused by constant
unrelieved pressure on an area of the body over a long period.
Pressure ulcers can be very painful and take a long time to heal and may reduce mobility.Though movement may be difcult, a few simple actions can save a lot of pain.
To prevent pressure ulcers you should:
Adoptgoodposture
whensitting
Changeyourbodypositionatleastevery1-2hoursif
inbedorevery15minutestoonehourifseated.Ifyou
cannotmoveyourself,askforassistance
Usespecialequipmentsuchasspecialised
mattressesorheelelevators
Watchforearlysigns:
-Constantredness
-Brokenorblisteredskin
-Localisedpain
-Tingling
-Numbness
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If you notice any symptoms, advise your doctor or nurse immediately.
If you cannot check all of your body, ask a nurse, family member or friend to checkregularly for you.
23
Batheorwashwithwarmwateranda
mild,non-dryingcleanser
Usemoisturisinglotiontopreventdryness;
however,avoidvigorousrubbingasthismay
damageunderlyingtissue
Keepyourskincleananddryatalltimes.
Ifyouuseanincontinencedevice,change
itregularlytoavoidskinirritation
Applyaspecialdressingtoanyexistingor
potentialpressureareatoprotectthesite
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24/3624 Preventing pressure ulcers
Who is at risk from pressure ulcers?
Anyone can get pressure ulcers but you are at greater risk if you are frail,elderly or if you have:
Where do pressure ulcers occur?
Pressure ulcers can occur anywhere on the body but are more likely to appear on thebony areas where there is little padding, as shown below:
Beenconnedto
abedorchair
Poordietor
uidintake
Diabetes,poorcirculation,
historyofsmokingPoorcontrolof
bladderorbowel
Reducedmentalawarenessdueto
illness,medicationsoranaesthetics
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Key point to remember:
Pressure ulcers, or bed sores can be very painful and take a long time to heal.The depth of skin damage can vary from shallow to very deep. It is worth makingthe effort to prevent them.
Unrelieved,constantpressureisthemaincausebutothercausescanbe:
- Friction
- Shearing(draggingtheskinwhenslidingdowninthebed)
- Toomuchexposuretomoisture
Onadmissiontohospital,youwillbeassessedforriskofpressureulcersandaplanwill
bearrangedtoreducetherisk.Ifyourconditionchanges,askforareassessment
Inhospitalorathome,rememberto:
- Changeyourbodypositionfrequently
- Inspectyourskinforearlywarningsigns
Donotvigorouslymassageorrubtheskin
Ifwearingbandagesorsurgicalstockings,
informyournurseordoctoriftheyare
changorcausingdiscomfort
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26/3626 Avoiding infection
Avoiding infection
The last thing you want when you are already feeling unwell is an
infection and even when you are well, colds, u and other infections are
best avoided.
Here are some ways to minimise your risk of infection:
IfyouarepreparingforsurgeryDONOTshavethearea
Ifyouareasmokertrytoquitatleast30daysbefore
youradmissionoratleastcutdown.Thisisespecially
importantifyouarehavingsurgery
Ifyouhaveanopenwound,carefullyfollowyourhealth
practitionersinstructionsontreatmentandcare
Avoidclosecontactwithpeoplewhohavean
infectiousconditionandaskpeoplenottovisitiftheyareill.Ifyouaresickstayawayfromotherpatients
Askifthosewhotreatyouhavewashed
theirhandsbeforetouchingyou
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At home, avoid infection by:
Washingyourhandsregularlywithwarm
waterandsoaporuseanalcohol-basedgel
(availablefrompharmacies)
Wash vigorously for at least 15 seconds especially after you have:
Used the bathroom Taken out the rubbish Changed a nappy
Handled money Played with a pet
Coveryourmouthandnosewith
atissuewhenyoucoughor
sneeze,thenwashyourhands
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28/3628 What happens to your health information?
It is important for your health service provider to have your health
records for the following reasons:
What happens to your health information?
Yourinformationcanbeaccessedquicklyincaseofanemergency
Anewphysiciancanhaveaccess
toyourprevioushealthhistory
Youliveinaruralareawhereyourhealth
informationmaybeaccessedthroughTelehealth
Telehealth enables patients in rural and remote WA to talk to and see
their health professional on a TV screen at their local health service.
The health professional can see and hear the patient as well.
Yourpreviousrecordsmayneedtobeshared
electronicallyifyouarebeingtreatedatanother
hospital(paperrecordsremainattheoriginalhospital)
WhenyouareahospitalpatientinWesternAustralia,somepersonalinformation
isrecorded,codedandsenttotheWAHealthDepartment
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In addition, the WA Health Department is authorised to access and retain
certain information by law in the following cases:
Adiagnosisofcancer
Adiagnosisofmentalillness
Birthdetails
Adiagnosisofanotiable
communicabledisease
Assistedreproductiveprocedures
Information accessed by
the Department of Health
is coded to protect your
personal information.
TheDepartmentofHealthandhealthcareprofessionals
arelegallyandethicallyobligedtokeepyourpersonal
informationcondential.Healthinformationisusedforresearch,planningand
serviceimprovementreports.
For more information contact:
Health Consumers Council Inc. WA(08) 9221 3422 or [email protected]
Freecall 1800 620 780
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You have a right to access your public hospital records and:
Knowwhatinformationisheldaboutyou
Accessthatinformationsubjecttosomeexceptions,forexample,ifitisunhelpful
toyourrecoveryorisinformationprovidedforseriousclinicalincidents
Requestthatamendmentsaremadetoanyincorrectinformation
For more information:www.health.wa.gov.au/medical records/.Check out www.hconc.org.au for a modelletter under Our Services/Advocacy.
Youmayalsorequestaccesstoinformationunderthe
Freedom of information (FOI) Act 1992.
Forward your written applicationdirectly to the hospital in whichyou were treated.
It often takes time to access your records from a public hospital
about 40 days.
If you have difculty accessing your information from the hospital,
contact the Freedom of Information Co-ordinator at the Department
of Health on (08) 9222 6412
or the Information Commissioner on (08) 9220 7888or Freecall 1800 621 244 or www.foi.wa.gov.au
ForfurtherinformationorassistancecontacttheHealthConsumersCouncilofWA(08)92213422
orifoutsidethemetropolitanareaFreecall1800620780.
What happens to your health information?
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Your health information
Complaining to improve patient safety
Health care is complex and sometimes things go wrong.
Ifyouwanttocomplainortellthepeopleresponsibleyouhavesufferedharmanddontwantthe
mistaketohappentoanyoneelse,youhavetocomplaintotherightpeople.Yourcomplaintisimportant
asittellshealthorganisationswhattheyneedtochangetostopharmingpatients.
Ifyoudontcomplaintotherightplace,yourimportantinformationwillgotothewrongpeopleandget
ignoredorlostinthehealthsystem.
Choose where to complain to from the list of organisations below, if your report orcomment relates to:
Medications and medical devices
Inmedicallanguagethesearecalledtherapeuticgoods.TheAustralia-widegovernmentagency
responsibleforproblemswithmedicationsandmedicaldevices(egarticialhip/kneesorpacemakers)
istheTherapeuticGoodsAdministration(TGA).TheTGAhasanon-linereportingserviceforboth
patientsandhealthprofessionalstoreportproblemsat:www.tga.gov.au
Alternatively,phone1300 134 237forproblemswithmedicinesorphone 1800 809 361forproblems
withdevices.
Health care professionals
Ifyouarenothappywithhowyouhavebeentreatedbyahealthprofessionaloutsideahospital,
youcancontactAustralianHealthPractitionerRegulationAgency(APHRA).www.aphra.gov.auor
Freecall1300 419 495.
Care, treatment or service in a hospital
Youcanmakeacommentorcomplaintdirectlythroughanystaffmemberonthewardorthrough
theComplaintsManageratyourhospital.
Your health information
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If you are not happy with what happened with your complaint to a
hospital you can make a complaint to Health and Disability Services
Complaints Ofce (HaDSCO) in WA which is an independent agencyestablished to deal with complaints about health and disability services.
You need to make your complaint within twoyears of the event occurring. HaDSCO can becontacted by phoning: (08) 9323 0600Freecall: 1800 813 583 (for country residents)or by visiting: www.hadsco.wa.gov.au
If you would like free advice or help to makea complaint or comment you can contact:
HealthConsumersCouncilofWA
Ph:(08)92213422,orFreecall1800620780,
ifyouliveoutsidethemetropolitanarea.
32 Your health information
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33/3633Comments, complaints and feedback 33
Comments, complaints and feedback
A copy of the Western Australian Public Patients Hospital Charter is availablefrom your hospital, the Department of Health (www.health.wa.gov.au)or the Health Consumers Council of WA (www.hconc.org.au)
Comments
Tellingthehospital/healthservicehowyouexperiencedtheirservicehelps
healthproviderstounderstandtheservicefromapatientspointofview.
Complaints
Youhavetherighttocomplain
Yourcomplaintmustbeinwriting
Youshouldhearbackwithin5workingdaysthatyourcomplainthas
beenreceived
Ifyouhavenotheard,youcancalltheCustomerService/PatientLiaison
ofceratthehospitalwhereyouweretreated
Ifyouwanthelpwritingyourletter,contactHealthConsumersCouncilon
(08) 9221 [email protected]
By listening to the patient, the hospital and staff can improvepatient care and patient safety for everyone.
Positive Feedback
If you have received excellent care, please let the hospital know!
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Notes
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Health Consumers Council
Unit 13/14 Wellington Fair
40 Lord Street, East Perth WA 6004
GPO Box C134, Perth WA 6839
Ph: 9221 3422 Freecall: 1800 620 780
www.hconc.org.au