For Patients

Your Rights & Responsibilities

Rights & Responsibilities

Our Rights and Responsibilities information sheet offers you in-depth information about your rights and responsibilities while receiving care with us.

Australian Charter of Healthcare Rights

The 'Australian Charter of Healthcare Rights' applies to everyone receiving health care in Australia. The Charter describes what you, or someone you care for can expect when receiving our care.

Top Tips for Safe Health Care

The booklet 'Top Tips for Safe Health Care' is designed to help you be involved alongside your care team to help you get the care that is right for you.

Please let us know if you ever feel we are not fully respecting your rights, or those of someone you care for via our feedback options.


Your Hospital Stay

Please take time to read our Patient Handbook that outlines what to expect before your hospital admission, during your stay, and when you leave to go home. Please read this carefully, alongside any information provided by your surgeon, GP or other health professional before your visit.

We understand that coming to hospital can be stressful, so let our staff know if you are feeling at all worried.

  • Before Your Visit

    Before your hospital visit or stay (often called 'pre-admission') you will likely have been given a pre-admission pack and a copy of our Patient Handbook. Please read through this information and call us if you have any questions.

    If you are coming in for a surgical procedure, you can read about our theatre services here.

    Bring only essential items with you, such as your medical paperwork, prescription medications, phone, ID, headphones, and something to read. We ask you not to bring jewellery, other valuables, large amounts of cash, large bags, alcohol, or drugs that have not been prescribed for you.

  • During Your Visit

    During your hospital visit. You might stay with us just for the day, or for many days. This will depend on your medical condition, the care that you need and your choices. Your care team will talk through a care plan with you, so you can decide together what is best for you. Our Patient Handbook will answer most of your questions, but a never hesitate to ask.

    Please ask your family and friends to read our visitor information before coming to see you.

    Early in your stay our staff will start to plan your return home (called ‘discharge planning’). This is to ensure we have ample time to work through what you need at home for a smooth recovery, and to put those things in place.

  • Leaving Hospital
    When you are leaving hospital, we will most likely ask that you are picked up by someone and that you don’t drive. Your discharge plan may include nursing visits at home, personal support, medication management, medical certificates and follow up appointments.

Payment Choices

We welcome public and privately insured patients. We never want costs to be barrier to our care. Please talk to our staff if you are worried about your ability to pay for care.

  • Medicare

    If you are not eligible for Medicare you will be required to pay for all costs of your treatment with us, including Urgent Care Centre attendance, inpatient admissions, outpatient visits, allied health visits, interpreter charges, aides and equipment, diagnostic services and pharmacy medications. A schedule of fees for patients who are ineligible for Medicare can be found below.

  • Private Health

    If you are a private insured patient, we will cover any gaps or co-payments. Private patients will be given a single room wherever possible during your hospital stay. By choosing to use your private health insurance, the hospital will financially benefit and you will not have any out-of-pocket expenses. Please speak to one of our staff to learn more.

  • Overseas Health Fund

    If you have an overseas health fund, payment of your account will be required, and you will need to claim back your fees from your insurer.

  • Asylum Seeker or Refugee

    If you are a recognised asylum seeker or refugee, you are entitled to free essential medical care. You will need to provide supporting documentation confirming your status from the Department of Immigration or support agency such as the Australian Red Cross. If you cannot provide this documentation, you will be billed; however, fees will be waived if you provide us with the documents at a later date.

    Some overseas visitors are not entitled to Medicare and so are not eligible to be publicly funded patients. This includes people who are:

    • Not covered under a Reciprocal Healthcare Agreement
    • Not verified as an Asylum Seeker/Refugee
    • Not receiving care specifically for tuberculosis

Personal Information

Every person using our services has the right to privacy under the Health Services Act 1988 (as amended 2001) and the Health Records Act 2001. We take your privacy seriously. The Privacy of Your Personal Information brochure outlines what is done with your information that we collect.

When you become a patient with us, we create a medical record which includes information such as your name, contact details, your health condition and the treatments you are given. We collect this information so that everyone providing your care has a complete picture of your medical history and will be able to provide you with the best possible care.

  • Sharing Your Information

    If you are staying with us in hospital, we may tell your relatives and friends where you are and general information about your health. Please advise us if you do not want this to happen.

    We may need to share your information for your ongoing care.

    People who may need this information include:

    • Your GP or referring doctor
    • Your specialist or surgeon
    • Community health services such as Child and Maternity Health
    • Clinicians from other hospitals

    Common types of information we securely share with other health professionals include:

    • Discharge summaries
    • Test results
    • List of medications
    • List of ongoing appointments
    • Special needs you may have

    When you are admitted as a patient to our Urgent Care Centre, Hospital or Maternity Ward, a discharge summary is created for when you leave hospital. A copy of this is automatically sent to your General Practitioner (GP). If you would like a copy of your discharge summary, please contact Health Information Services on 03 5775 8800 during business hours or email

    There are times when we are legally required to release patient information.

    Examples of these legal requirements include:

    • A subpoenaed medical record to use as evidence in court
    • Registration of a reportable disease to the Department of Health and the Victorian Cancer Registration
    • A health insurance claim being processed by the Health Insurance Commission
    • To support assessment and management of risk of family violence
    • When any other special law requires us to release information.

We understand Family Violence

Family violence is abusive or manipulative behaviour used to hold power over someone in the family circle. It affects people of all ages and from all walks of life. Most victims are women and their children, and most perpetrators are men. Family violence is a serious health issue that has a profound impact on the psychological and physical wellbeing of those affected.

If you or someone you care about is affected by family violence our staff can help, or you can call 1800RESPECT.


We value your compliments, concerns, suggestions and stories. Let us know how we can improve!

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Do you have questions or would you like to know more?  Call our reception team on 03 5775 8800.

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