When using the services of Womens Health & Family Services:
From WHFS you can expect:
- Respect and courtesy at all times
- Confidentiality and privacy
- To receive full information on your health status to make decisions about your health care, medical procedures and alternatives
- Interpreter services and / or translated information in your language
- To have someone present on your behalf during the consultation
- To choose or transfer to a particular staff member
- Your choices respected if you refuse any assessment or treatment procedures
- To view your health records
- A fair investigation of complaints, if you are unsatisfied with the service
- Appropriate referral if WOMENS HEALTH & FAMILY SERVICES cannot meet your needs
You have the responsibility to:
- Treat staff with courtesy and respect.
- Refrain from physical or verbal abuse of staff and other service users. Any service user who uses physical or verbal abuse will be asked to leave the premises.
- Advise staff if you are unable to keep an appointment
- Participate in planning and decision making regarding your health and wellbeing
- Inform staff of any information or significant changes that might affect your health and well being.
WHFS also supports the Western Australian Carers Charter which states:
- Carers must be treated with respect and dignity
- The role of carers must be recognised by including carers in the assessment, planning, delivery and review of services that impact on them and the role of carers.
- The views and needs of carers must be taken into account along with the views, needs and best interests of people receiving care when decisions are made that impact on carers and the role of carers.
- Complaints made by carers in relation to services that impact on them and the role of carers must be given due attention and consideration.
Womens Health & Family Services (WHFS) recognises the importance of privacy for all the organisation’s clients and as such maintains a high level of confidentiality.
Womens Health & Family Services established policy of confidentiality is in line with the Privacy Act. Therefore WHFS ensures that client privacy is protected when clients attend the facilities or services of the organisation.
How WHFS Uses and Discloses Information Collected
Womens Health & Family Services always ensures that it is compliant with the highest privacy standards to keep all personal information secure and protected.
All employees and contractors who work with WHFS are required to sign and comply with the organisation’s comprehensive confidentiality agreement and all information stored electronically is password protected.
Womens Health & Family Services may collect personal information (including health information) so clients are provided the best treatment for medical or other health services offered by the organisation. The personal information collected may include, but is not limited to:
- Telephone number
- Medicare and/or Health Care fund number
- Current medication or treatment, drugs use and allergies
- Current and previous medical history, including where clinically relevant, family medical history
- Name and copies of any documents of any health service provider or medical specialist relating to the client
Client information may be shared within WHFS for administrative purposes and to enable the client to be attended by other practitioners that provide medical and related health services.
WHFS may access information:
- Provided directly by the client to services or through its web portal
- Provided on the client’s behalf with their consent
- With the consent of clients, from health service providers or medical specialists clients have attended
- From health service providers who refer a client to medical and health practitioners working at WHFS
Collection of personal information by WHFS may be used for the following purposes or disclosed if required by law:
- for the purpose of providing the client with the best health treatment,
- to facilitate any improvements on services,
- if there is a serious threat to the health or safety of an individual or to public health and safety,
- for referral of clients to other health service providers or medical specialists, or
- for the purposes of liaising with government departments regarding Medicare charges.
Health information is stored electronically and is kept for a minimum of 7 years for adults from the last occasion that a health service was provided to the client. If the client is under the age of 18, records will be kept until the person has attained 25 years of age.
Make a Complaint
Complaints to WHFS must be in writing.
To ensure that all necessary information is provided, please complete the complaint form provided here. You can complete and submit a complaint online or you can print a hard copy and send it to us.
Submitting the Complaint Form
The Complaint Form can be submitted by:
Post PO Box 32 Northbridge, WA 6865
If you would like WHFS to send you a hard copy complaint form, or if you need assistance to write down your complaint, please call (08) 6330 5400.
How will my complaint be dealt with?
The process applied to the complaint will depend on the nature of the alleged conduct and issues involved. WHFS will seek to resolve/address your complaint in the following manner:
- Through assessment, explanation or direct response.
- By formal investigation for matters assessed as being of a more serious nature.
Services Available to assist you to make a Complaint
If you need support to make a complaint, please let us know and we will do our best to help you. This might include giving you extra time to explain your complaint, making an appointment to talk to someone in person, arranging an interpreter service or asking us to contact another person to get more information about your complaint.
You can also communicate with us via the 'contact' tab on this website.
If you wish to talk about breach of privacy, accessing your information held by WHFS, correct any of your information held by WHFS, or find out more about how the organisation handles personal information, please contact: Womens Health & Family Services, 227 Newcastle Street, Northbridge WA 6003 | Telephone 08 6330 5400 | Email firstname.lastname@example.org