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Your Rights and Responsibilities

Our promise

The Eye and Ear aims to create a safe environment where our staff treat you with skill, care and dignity. We value your privacy and are sensitive to your customs and beliefs. We will always explain important medical things to you in language you understand. We encourage you to ask questions so you understand your condition, treatment options and ongoing care. If you would like a second opinion at any stage, we are happy to assist. We will ask for your informed consent before we proceed with surgery or other procedures.

Helping us help you

By giving us the most accurate information possible about your health, we can provide you with the most appropriate care. Tell us all about your current problems, previous illnesses, medication, allergies and other health matters. Ask our staff if you need any treatment, tests or medication explained and let them know if you are planning to leave the hospital for any reason. By being courteous and considerate of other patients and our staff when you are at the hospital we will be able to focus on how best to help you.

Feedback

Your feedback lets us know what works well and helps us identify areas for improvement. You can leave a compliment, suggestion or complaint for us via feedback forms you will find throughout the Eye and Ear. We also have a Consumer Liaison Officer who acts as your advocate and is able to help you resolve concerns you may have.

For more information on your rights as a patient contact the Consumer Liaison Officer via reception on 03 9929 8666 or email feedback@eyeandear.org.au

Any problem is usually best solved at the point of service in the hospital. We take complaints seriously and aim to resolve them quickly and fairly. 

If you remain dissatisfied with our response, you may contact the Health Complaints Commissioner (HCC).

The HCC responds to complaints about health services and the handling of health information in Victoria. Their service is free, confidential and impartial. To lodge a complaint with the HCC: 

Fill out a complaint form online at www.hcc.vic.gov.au or Phone 1300 582 113 between 9am and 5pm, Monday to Friday to discuss your complaint. 

Your privacy

Personal information is collected by the Eye and Ear so we are able to  provide care and treatment. To help protect your privacy we ensure:

  • Access to the hospital’s record and computer systems is controlled
  • Staff only have access to the systems their duties require
  • Paper records are securely stored
  • Paper records may only be accessed by authorised personnel
  • Your consent is required for the use of any information contained in the medical record for research, publications or any other secondary purpose

Read our Protecting your Privacy brochure for more information.

Know Your Rights and Responsibilities

As a patient of the Eye and Ear you have a right to:

  1. A high standard of care and safety
  2. Services that respect your culture
  3. Clear information about your condition and treatment
  4. Privacy and confidentiality
  5. A second opinion
  6. Receive only treatment you consent to

For the best care, it is your responsibility to:

  1. Provide as much detail as possible about your condition, medical history and allergies
  2. Tell us if you have concerns or questions about your care
  3. Inform staff when you intend leaving the hospital
  4. Show respect to staff and other patients
  5. Assist security by not bringing valuables and large sums of money in
  6. Help keep the hospital environment safe and clean

The Australian Charter of Health Care Rights in Victoria is available in different languages, audio and free printed vouchers in Braille. You can also access an Auslan translation.