Patient rights and responsibilities

This Charter sets out what you can expect from this dental practice (the Practice, we, us, our), operated by Averra Dental Pty Ltd, and what we ask of you in return. It is based on the Australian Charter of Healthcare Rights (2nd edition) published by the Australian Commission on Safety and Quality in Health Care, which applies to everyone receiving health care in Australia.

Your rights

Access. You have the right to health care that meets your needs. We will not refuse you care because of your age, gender, sexuality, race, religion, disability, or ability to pay for non-emergency treatment, and we will tell you clearly if we cannot provide the care you need and help you find someone who can.

Safety. You have the right to receive safe, high-quality care in an environment that makes you feel safe. We comply with the Dental Board of Australia's Guidelines on infection control and the Australian Dental Association's Guidelines for Infection Prevention and Control, sterilise or dispose of all instruments between patients, and use registered practitioners and TGA-approved materials and devices.

Respect. You have the right to be treated as an individual with dignity and respect, and to have your culture, identity, beliefs and choices respected. Tell us your preferred name and pronouns, and anything about your background or needs that will help us care for you well. Aboriginal and Torres Strait Islander patients have the right to culturally safe care.

Partnership. You have the right to ask questions and to be involved in open and honest communication, to make decisions with your practitioner, and to include the people you want in planning and decision-making. Your practitioner will explain your options, including no treatment, in plain language.

Information. You have the right to clear information about your condition, the possible benefits and risks of different treatments, costs, waiting times and anything else you need to make an informed decision. You have the right to an interpreter if you need one; we can arrange a telephone interpreter through the Translating and Interpreting Service (TIS National) on 131 450 at no cost to you, and Auslan interpreters on request with notice. You have the right to receive information about your care in a way you can understand, including in accessible formats.

Consent. You have the right to give or refuse consent to treatment, to change your mind, and to seek a second opinion, without affecting your future care. You will be asked for written consent for complex or irreversible procedures.

Privacy. You have the right to have your personal privacy respected, and to have your health information kept secure and confidential, used only for your care and as permitted by law. You have the right to access your records and to ask for corrections. Our Privacy Policy explains how.

Give feedback. You have the right to provide feedback or make a complaint without fear that it will affect your care, to have your concerns addressed in a transparent and timely way, and to share your experience to help improve the service. Our Feedback and Complaints Policy explains how, including how to contact independent complaints bodies.

Support. You have the right to bring a support person, carer or advocate to your appointments, and to have reasonable adjustments made for a disability or other need, with notice where we need to prepare.

Your responsibilities

• Give us accurate and complete information about your health, medications, allergies and any changes, so that we can treat you safely.
• Tell us if you do not understand something, or if you are anxious, in pain or need a break during treatment.
• Follow the agreed treatment plan and the care instructions given to you, and attend review appointments.
• Keep your appointments, or give the notice set out in our Appointment, Cancellation and Missed Appointment Policy.
• Treat our team and other patients with courtesy and respect. We do not tolerate abuse, threats, discrimination or violence.
• Pay for your treatment as set out in our Fees, Payment and Informed Financial Consent Policy, and talk to us early if that is difficult.
• Keep your contact details and health fund information up to date.
• Supervise children in your care while at the Practice.

What to do if your rights are not respected

Speak to your practitioner or our practice manager, or email privacy@averradental.com.au. If you are not satisfied, our Feedback and Complaints Policy lists the independent health complaints commissioner for each state and territory and the Australian Health Practitioner Regulation Agency.