Client Charter



Your Rights

As a client of our Service you have a right to:

  • Respect: We listen to your needs and concerns and will respond in a professional, sensitive and prompt manner
  • Fairness: We consider your individual needs and we do not discriminate
  • Privacy and Confidentiality: We treat your information in accordance with legal requirements
  • Access: We can give you access to your file in accordance with the law
  • Advocacy: You can have another person of your choice to be present during your contact with us or to act on your behalf
  • Refusal: You can refuse to be involved in research and surveys and to refuse the presence of, or treatment by student health care workers
  • Participation: You can be involved in decision making about your care and in the planning and evaluation of our services through your worker, other staff of your choice or as indicated by service staff
  • Language Services: You can request a professional interpreter to help us communicate with you
  • Complain: If you are not happy with the service or treatment you receive, you can expect that your complaint will be investigated fairly and promptly

Your Responsibilities

To assist us to provide the best possible service, we ask that you:

  • Give us accurate information and keep us informed of changes in your circumstances
  • Respect staff, other clients and property and act courteously
  • Keep your appointments or inform us as early as possible if you are unable to attend
  • Participate actively in decisions about your care

We Welcome Your Feedback

If you are not happy with our service we ask that you:

  • First speak to the staff member concerned, or their manager, or contact the Client Services Co-ordinator
  • If you are still not satisfied, you can contact

Ms. Gabrielle MacTiernan
Chief Executive Officer
Plenty Valley Community Health Inc
P.O. Box 82, Whittlesea, 3757
Telephone: 9409 8787

If you still feel that we have not addressed your concerns you can contact the Office of the Health Services Commissioner, Phone: 8601 5200; Email hsc@dhs.vic.gov.au
© 2004 Plenty Valley Community Health Inc.
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