The Royal Adelaide Hospital is committed to ensuring the health care you receive is safe, efficient, effective and respects your rights as an individual.
As a healthcare consumer you have the right to be involved in decision making about your or your family member's medical treatment.
You have the right to access information concerning you, and to be sure that information about you is only used for the purpose for which it is intended.
You have the right to provide feedback, including complaints, and to be confident that your feedback will be used constructively.
The Charter for Consumers of the South Australian Health System explains your rights in relation to making decisions about your treatment and care, as well as your responsibilities to ensure staff can best meet your needs.
Find out more about the Charter for Consumers of the South Australian Health System.
You can access the charter in 16 community languages on this website.
Patients at the Royal Adelaide Hospital have the right to:
- access health and community services
You have a right to access health and community services that meet your identified needs.
- be safe from abuse
You have a right to be safe from harm and abuse, to receive care that minimises unintentional or accidental harm, and to have care provided in the least restrictive manner possible.
- high quality services
You have a right to receive safe, reliable, coordinated services that are appropriate to your needs and provided with care, skill and competence.
- be treated with respect
You have a right to be treated with respect, dignity and courtesy regardless of your age, gender, sexuality, religion or culture, and to have your wishes, beliefs and practices respected and reflected in the plan for your health care.
- be informed
You have a right to open, clear and timely communication about services, treatment options and costs in a way that you can understand.
- actively participate
When making decisions or providing your consent about your treatment you have the right to: be involved in all decisions and ask questions so you understand what may happen; be given time to think and discuss your treatment options with your family, friends, carers or substitute decision-maker; seek a second opinion and/or further information about your diagnosis and treatment options; be given an explanation of the possible consequences of not taking the advice provided; appoint a Substitute Decision-Maker to make decisions for you when you are unable to; be supported to make a decision about your care if you are capable of making a decision; refuse life prolonging treatment and receive palliative care instead; refuse to participate in medical research; discharge yourself from the health service at any time at your own risk*.
- privacy and confidentiality
Your right to privacy and confidentiality will be respected at all times.
- comment and/or complain.
You have the right to: comment and ask questions about your health care and experience; let us know if you think your health care is not going to plan; have your concerns or complaints addressed properly and promptly; be given an explanation and apology; and, provide us with your suggestions.
* Except if you are subject to a community or a patient treatment order under the Mental Health Act 2009 or you are required to stay in a hospital for treatment because you are on a section 32 order under the Guardianship and Administration Act 1993 from the South Australian Civil and Administrative Tribunal (formerly the Guardianship Board).
Good health care is best achieved in partnership between you and the health professionals providing your care. To help us provide you with better care, it is important that you:
- tell staff if you require more information or if there is anything you do not understand or are worried about.
- follow your health care plan or let your health care professional know if you are unwilling or unable to do so.
- provide your medical history and that of your family, including any problems, complications or bad reactions you have previously experienced.
- tell staff about any treatment or medication you are (or should be) taking, including any complementary, natural or alternative medicine.
- notify of any change in your condition, including any problems you may have with any medication or treatment you are receiving.
- tell staff any special needs you have, including those of cultural or religious importance or as a result of disability.
- be considerate of staff and other patients. Acts of violence, swearing, threats or verbal abuse towards another patient, relative or staff member are unacceptable.
- keep your appointments or let hospital staff know as soon as possible if you are unable to attend.
- be aware of the needs of other patients and their privacy.
- do not bring alcohol, illegal substances or weapons to any health services.
How to provide feedback at the Royal Adelaide Hospital
The Royal Adelaide Hospital values feedback from patients, family members or carers.
It is important that the hospital constantly improves services to its patients, and your compliments, complaints and suggestions assist in reviewing the way in which care is delivered.
Feedback may be given:
- over the phone
- in writing by email
- via the hospital’s website
- in person.
Who can help?
Speak with the staff involved or to a senior staff member. Alternatively, ask to speak to the Consumer Adviser. The Consumer Adviser can be contacted at firstname.lastname@example.org