UnitingCare Moreland Hall is committed to respecting the rights of clients.

UnitingCare Moreland Hall is also committed to ensuring that information about clients is dealt with in a proper manner, is kept private and can be accessed and corrected by clients.

The following information is provided to you, our client, prior to the commencement of treatment.

Rights

Care
You have the right to:

• Receive quality, respectful & non discriminatory health care;
• Be informed and make decisions about your health care;
• Have an advocate.

Confidentiality & Privacy

• Personal and health information will only be disclosed to others with your permission or as specified by legislation;
• We will protect your information from improper use, unauthorised access, alteration or accidental destruction or loss;
• You have the right to read and/or correct the records we hold about you.

To Be Heard

• You have the right to fair investigation of a complaint if we have failed to respond to a request you have made for information, or service;
• You are not satisfied with the service provided;
• You are not happy with the conduct of a staff member;
• You have a right to continued access to services after making a complaint.

Respect
You have the right to:

• Choose who will be present at a consultation;
• Request transfer to another staff member;
• Remain anonymous;
• Refuse to take part in research or experiments;
• Consent to or refuse any service, including assessment or treatment procedures (except where legislated).

Responsibilities

To help ensure the best possible services, UnitingCare Moreland Hall believes you, our client have the following responsibilities:

Information

• To give accurate information and report unexpected changes about your health;
• To comply with recommended treatment;
• To keep appointments or give early notice if cancelling an appointment where possible.

To Be Heard

• To notify the service of concerns so that actions can be implemented if necessary.

Respect

• To sign a refusal document if compliance with treatment is not observed.

Confidentiality

• To respect the privacy of others at UnitingCare Moreland Hall and to keep in confidence any information shared by group members in programs conducted at UnitingCare Moreland Hall.

Suggestions, Complaints & Privacy Requests

We are very interested to get your comments about our service, to respond quickly to your complaints and to provide you with access to your records.

• You can read or correct your records by asking a worker for a Client Record Request form and filling it in - we will respond within 45 days;
• You can make a complaint in person via reception, by telephoning (03) 9386 2876, or in writing;
• If you require assistance in making a complaint, our Chaplain, Graham Morris, is available to help you by telephoning (03) 9386 2876.

Anonymous Complaints

It is difficult to respond to anonymous complaints as if we do not know who is involved there is less we can do. You may wish to nominate an advocate to make the complaint on your behalf, or assist you with your complaint.

What Happens To My Complaint?

See the UnitingCare Moreland Hall page Make Complaints About Our Service.

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