Feedback & Your Privacy

Bidgerdii Community Health Service commits to providing a safe and secure environment that is free from discrimination and harassment and where all employees, board members, clients, customers, visitors, and volunteers are treated with dignity, courtesy, and respect.

Feedback Policy

  • We aim to provide a service that meets the needs of our clients, and we strive for a high standard of care.
  • We welcome feedback from clients and their family members who care for them and from our staff about the safety and quality of care we provide.
  • We are committed to an effective and fair complaints system.
  • We support a culture of openness and willingness to learn from incidents, including complaints.

Feedback Channels

Patients and their families are encouraged to provide suggestions, compliments, concerns, and complaints, and we offer a range of ways to do it.

Privacy Act 1988 (Cth)

Patients may contact the Health Ombudsman as per Health Ombudsman Act 2013

  • Phone: 13 36 46
  • Address: 400 George St, Brisbane City QLD 4000 / PO Box 13281 George Street, BRISBANE. QLD. 4003.

Privacy Policy

Clients who use our services or participate in programs and activities at Bidgerdii Community Health Service (BCHS), please refer to Privacy Policy – Managing Patient Health Information.

  • Bidgerdii ensures security of personal health information at all times including handling, storage and access to authorized persons only.

Confidentiality

Clients who use our services or participate in programs and activities at Bidgerdii Community Health Service (BCHS), please refer to Bidgerdii Privacy Policy – Managing Patient Health Information.

  • We only share personal or health information with your consent, unless required by law or in emergencies where your health or safety is at risk.
  • We understand that cultural information and personal stories hold deep meaning. Such information will only be used or shared with clear permission, in line with cultural protocols.
  • We work closely with trusted Aboriginal and Torres Strait Islander health organisations, but we always respect confidentiality.

 

Client Rights

Clients who use our services or participate in programs and activities provided by BCHS have the followings rights.

  • The right to quality and respectful health care regardless of gender and or gender identity, body diversity, race and social status or sexual preference, taking into account such things as religious, cultural background, health status, disabilities or impairment.
  • The right to confidential, anonymous and considerate care, respecting privacy and dignity, in a safe non-threatening environment.
  • The right to adequate information regarding all aspects of services provided or treatment available, in order to make informed choices regarding their health care. The information should be easily understood and in an appropriate language.
  • The right to consent to, or to refuse treatment, or to refuse to participate in educational or research programs, including treatment by non-staff members such as students.
  • The right to participate in decision making about their care, in line with a mutually agreed action plan.
  • The right to make a complaint about the service or treatment received from BCHS and expect that this complaint will be investigated appropriately and in confidence. Clients will not be disadvantaged in receiving continuing service by making a complaint.
  • The right to read their health records in accordance with the BCHS Privacy and Confidentiality Policy and Freedom of Information Act 1982 (Cth).

Client Responsibilities

Bidgerdii Community Health Service (BCHS) believes that clients have responsibility for their own health and well-being as far as this is possible. Promotion of a mutually acceptable partnership between clients and services providers can be ensured if clients are aware of their following responsibilities.

To show consideration and respect and behave in a manner which does not cause undue disruption to staff and other users of the centre.

  • To maintain confidentiality regarding information about other clients or participants in groups or programs conducted by BCHS.
  • To provide complete and accurate information to the service provider in order to receive the best care. Clients are encouraged to ask questions, discuss treatment and if in doubt request a second opinion.
  • To keep appointments or give notice as early as possible if unable to attend.
  • To follow action plans or treatment programs which have been chosen in consultation with the Service Provider.
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