Consumer Information

Rights

• Respect, dignity, privacy and confidentiality
• Access to services without discrimination
• Information about available services
• Options of other service alternatives
• Professional, prompt and courteous attention from staff members
• Access to their personal health records
• The services of an interpreter
• Information in a format and language they understand
• Ask questions
• Use a friend or family member to provide support when accessing services
• Make a complaint about service provision without retribution

Responsibilities

• Treat Division staff with respect and courtesy
• Accept the consequences of their decision to accept or reject advice and/or treatment
• Advise the Division of concerns and/or complaints regarding service provision
• Provide comprehensive and accurate information to ensure they receive the best possible service
• Keep appointments or contact the Division if they are unable to attend

Division Responsibilities

• All clients shall receive the highest quality servuce possible by staff and within available resources
• Services shall be delivered in a prompt and courteous manner
• Provide information in a language that is understood by the client and appropriate to their needs
• Client information obtained will be treated confidentially by all staff members
• All new clients will be informed of their rights and responsibilities
• Only non-identifiable data, from consenting clients, shall be provided to funding bodies.