Patient Rights & Responsibilities

Every patient has the right to considerate, respectful care and to take part in decisions about that care. These rights apply regardless of age, background, beliefs, disability or ability to pay.

Your rights

• Respectful care. To be treated with dignity, courtesy and without discrimination, in a safe environment.
• Information. To be told your diagnosis, treatment options, likely outcomes and the name of the doctor responsible for your care, in language you understand.
• Consent. To agree to or refuse any treatment to the extent permitted by law, and to be told what that decision may mean.
• A second opinion. To ask for another clinical opinion and to know about continuing care after you leave.
• Privacy and confidentiality. To have your care discussed and records kept privately. Your record is only reachable with your exact Patient ID and is shared only with you, a family member you authorise, or as required by law.
• Access to your record. To see your medical record and request a copy or a correction through the records office.
• A clear bill. To receive an itemised explanation of charges, to see what has been paid and what is outstanding on the patient portal, and to ask questions about any charge.
• A support person. To have a family member or representative with you and kept informed, with your permission.
• To raise a concern. To make a complaint about your care without it affecting the treatment you receive.

Your responsibilities

• Give accurate, complete information about your health, medicines and past care.
• Tell the care team if you do not understand something, or if your condition changes.
• Follow the agreed treatment plan, or say if you cannot.
• Keep your Patient ID confidential and share it only with people you want to have access.
• Treat staff, other patients and hospital property with respect.
• Meet your financial obligations for care, or speak to the billing office if you are unable to.

If you have a concern

Speak to any member of your care team first, or contact our patient support desk at support@onelifecare.com. Every concern is reviewed, and raising one will never affect the care you receive.