Patient rights

HealthStrong fully supports the Australian Charter of Healthcare Rights which describes what you, or someone you care for, can expect when receiving healthcare. So that we can provide the best service to you and to ensure the safety of both you and our staff, we ask all clients to read our Client Rights and Responsibilities. If you have any questions about your rights, or if something is not clear, please talk to your HealthStrong practitioner or contact us on 1300 660 086.

Access

HealthStrong strives to provide all of our clients with safe access to high quality, evidence-based healthcare, delivered by appropriately trained and registered health practitioners.

As a HealthStrong client, you have the right to:

  • Be treated with courtesy, dignity and respect
  • Be actively involved in making decisions relating to your care
  • Receive care that considers your culture, lifestyle and religious background and preference
  • Receive prompt responses from us in relation to any enquiries, investigations or complaints about the care we provide to you.

Safety

To ensure your safety and the safety of our staff, HealthStrong may undertake risk assessments of treatment locations, including our clients’ homes.

Please help us ensure everyone’s safety and health by:

  • Providing an adequate space for therapy
  • Restraining pets prior to the arrival of our practitioners
  • Not smoking whilst practitioners are onsite
  • Informing practitioners immediately of any potential safety hazards
  • Participating in any safety assessments of your home
  • Treating our staff with dignity and respect and ensuring their workplace is safe, and free from harassment
  • Telling our staff if you are unwell or cannot do things the way you usually do them, and giving our staff information that will help us better provide our services to you

 

 

Following our risk assessment of your home, we will discuss any risk we identify and work with you to develop a plan for addressing the risks identified.

HealthStrong requires all practitioners to complete incident reports for incidents, injuries and near misses (even if the incident did not result in harm) to facilitate ongoing improvement and development of our health services.

There may be times when for safety reasons, we cannot provide our services. If this happens, we will work with you to address these safety concerns or discuss alternative options for us to provide our services to you.

Open Disclosure

HealthStrong believes in continuous improvement and takes incident reporting very seriously. If something goes wrong during your treatment or care, HealthStrong will inform you as soon as possible and take the appropriate steps to investigate and address what has happened to ensure that where required, improvements are made to the way we provide our services to you.

We will communicate with you in an open and honest manner at all times and keep you informed throughout our investigations.

Respect

HealthStrong will always show you courtesy and consideration of your culture, beliefs, values and personal characteristics such as gender or disability. Our practitioners will introduce themselves and will arrive neat, tidy and in uniform.

HealthStrong asks that respect is shown to our practitioners by:

  • Providing adequate notice of cancellation of services
  • Notifying us of any communicable diseases/infections so that the service can be rescheduled where required to prevent spread
  • Taking care of any equipment that is prescribed or loaned to you by HealthStrong practitioners
  • Not threatening, harassing, abusing or being violent towards any HealthStrong practitioners.

HealthStrong has a zero-tolerance policy to abusive, threatening, illegal and violent behaviour.

Communication

You have the right to make decisions about your healthcare. We will communicate with you about your health condition and our recommendations surrounding your treatment. We will also discuss any risks of the treatment and will provide alternatives for your consideration.

If you have any questions or need clarification about anything you are unsure of or didn’t understand – we are more than happy to help.

HealthStrong will always endeavour to provide you with both verbal information and written information to help ensure your understanding.

If English is not your first language, please let us know as HealthStrong employs a diverse group of healthcare practitioners who may be able to communicate with you in your preferred language.  HealthStrong does not have an in-house interpreter service however, if required, an interpreter may be able to be organised, at a cost to you.

Support

HealthStrong encourages our clients to have a support person present during assessments and treatment sessions. We do not require them to be 18 years of age or older, however we do require that you consent to them being included in care decisions. This will be recorded and documented in an information release consent form. Consent to release information to another person can be revoked at any time by notifying HealthStrong via email – referrals@healthstrong.com.au or via telephone 1300 660 086.

Providing Information

In order to provide the best care possible, HealthStrong requires clients to share information about their health, medications, social history, allergies, disabilities and, if appropriate, end of life choices. We take our privacy obligations seriously and will protect any personal information that you give us from unauthorised access, use or disclosure.

Read more about our Privacy Policy

Participation

You have the right to make decisions about your healthcare. We encourage you to be an active participant in your care and care planning. Our practitioners will advise you of our assessment findings and include you in setting goals for treatment and treatment planning.

You are encouraged to ask as many questions as you need to clarify your understanding. You are also welcome to have a support person help you make decisions.

If at any time you would like to re-evaluate your goals or make changes to your treatment plan, please let your practitioner know and we will be happy to do this with you.

Confirming You are You

HealthStrong needs to confirm your identity and therefore we will regularly ask you for your name and date of birth to cross-reference this with your patient record.

Second Opinion

If you would like a second opinion about your care or treatment plan, please contact HealthStrong to arrange for an internal peer review of your case. Where possible we will accommodate this request.

Contact us

Consent

Prior to commencing any assessment or treatment with you, your HealthStrong practitioner will seek your consent. Verbal consent may be sufficient, however, at times, written consent will be required. In each case, we will record your consent in your patient record.

You have the right to withdraw consent at any time and in this case, treatment will cease.

In the event of an emergency where you are ill and unable to give consent, your HealthStrong practitioner will consult any substitute decision maker in order to make necessary decisions to prevent significant pain or distress or protect you from serious damage to your health.

For persons under a certain age (the relevant age will depend on what state the services are being provided in), or if a person is of the age of consent but lacks the capacity to give consent, consent must be given by a parent, guardian or substitute decision maker.

Read more about how we manage consent

Research and Education

From time to time, HealthStrong participates in student placement programs and may participate in research projects with universities. Student placement programs help students develop their clinical skills in preparation for their graduation and commencement as a Health Professional in the future. Research projects can help shape improved treatment technology and processes or in the collection of data for health economics.

You may be asked for your consent to have a student participate in your care or to be a participant in a research project. You don’t have to participate and your response will not impact the treatment and care you receive going forward.

Privacy and Confidentiality

HealthStrong takes your privacy very seriously, and has a legal obligation to protect the confidentiality of your personal information. At times, it is necessary to share your health information with third parties such as other health professionals (including your doctor, case manager or specialist), other service providers or related entities to ensure that your healthcare is managed holistically and comprehensively. For us to do this, HealthStrong will seek your consent.

You are able to request access to your patient record at any time. In order to do this, please contact us at referrals@healthstrong.com.au

Read about how we collect, hold, use and disclose your personal information in our Privacy Policy.

Privacy Policy

Feedback

HealthStrong welcomes your feedback on our services, whether it’s positive or negative. Your feedback helps us to provide a better service to you.

HealthStrong encourages the community to be active and involved in our service delivery, development and evaluation. If you have any feedback or suggestions about how we may improve the delivery of a particular service, we encourage you in the first instance to speak to your HealthStrong practitioner. From time to time, HealthStrong may send you a feedback form via email, post or SMS. We encourage you to complete this and send it back if able.

Alternatively, you can provide feedback via our dedicated compliment and complaint platform, StaySafe.

Please click through to our portal and complete the feedback form. You can also provide feedback or suggestions via the contact page on the website.

Contact

Australian Charter of Healthcare Rights

The Australian Charter of Healthcare Rights describes what you, or someone you care for, can expect when receiving healthcare.

Find a copy here

Refer to us

HealthStrong can provide physiotherapy, podiatry and occupational therapy services as part of a package of care for your clients. Treatments are delivered by qualified practitioners.

Book your visit

Keep doing what you love best. Book an appointment with one of our qualified physiotherapists, podiatrists or occupational therapists to receive quality care in the comfort and privacy of your own home.