Statement of Rights & Responsibilities

As a consumer of Oseca Health [Oseca], you have both rights and responsibilities.

You have a right to be treated respectfully.

You are entitled to:

  • be treated with dignity, respect and courtesy by all staff of Oseca
  • have a support person present at your appointment
  • request a transfer to another member of staff
  • a confidential service (exceptions may occur if you or another is at significant risk)
  • be informed of any research that is being undertaken or supported by Oseca that may impact you and you have a right to refuse to take part in any such research
  • be informed of all policies and any requirements for participation in Oseca’s services
  • refuse or withdraw from participation at any time.
You have a right to quality, professional and non-judgmental support.

You are entitled to:

  • be involved in your service planning
  • receive a service free from bias, discrimination and in a non-judgmental manner (regardless of your age, gender, spiritual belief, cultural identity, sexuality, disability or drug use)
  • have your cultural, religious values and beliefs considered
  • receive evidenced based support and services
  • access a service that is provided by competent personnel in a safe environment
  • service that takes account of your needs as an individual.
You have a right to express your views on our service and to have those views heard.

You are entitled to:

  • provide us with feedback
  • make a complaint
  • fair investigation of a complaint
  • continued access to available services after making a complaint
  • be guided through the complaints procedure so that you are supported to make a complaint.
You have a right to information that will allow you to make informed decisions regarding the service you receive.

You are entitled to:

  • be informed and make your own decisions regarding our service and staff
  • have an advocate support you in exercising your rights as set out in this document
  • access your records in accordance with Oseca’s Confidentiality and Privacy Policy
  • receive copies of any Oseca policy which impacts on your rights and responsibilities.
Your responsibilities include:
  • treating all clients, staff, visitors and facilities with respect, and cooperating with us to provide a healthy and safe environment for everyone
  • treating staff and other clients with courtesy and respect
  • providing accurate information regarding any drug or alcohol use, present medications, medical problems and special needs so that we may provide the service most suitable to you participating in your program and ongoing review
  • keeping appointments or letting us know if you cannot do so
  • advising staff if you are having difficulties or experiencing barriers or if your plans change

Making a Complaint

Any complaints in relation to your rights or responsibilities should be directed to the Chief Executive Officer.  The complaint will be dealt with in accordance with our Feedback Policy.

Unless a complaint can be dealt with immediately to the satisfaction of both parties, we shall provide a written response to the complaint within 30 days of receipt.

Make a complaint
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