Tweddle Child and Family Health Service

       CLIENT CHARTER

Your rights and responsibilities

You are entitled to expect and receive high quality services at Tweddle Child and Family Health Service.  This charter promotes a partnership between you and Tweddle.  If you have any concerns you wish to raise, please contact the relevant manager - ask the parenting staff or at the Tweddle reception for more information.  

You have the right to:

Access parenting programs based on need.

  • Programs are free of cost to families who meet the eligibility criteria for funded programs and hold a Medicare card. Families who do not meet this eligibility criteria and non-medicare card holders are also welcome to enquire about our fee paying programs.

Service provision in a safe environment.

  • You have a right to feel safe and comfortable while at Tweddle.

If necessary, have access to an accredited interpreter

  • You are entitled to request an accredited interpreter and use an interpreting service for essential information such as admission and discussion about your medical history and program.

Services provided in a culturally sensitive way

  • You have the right to be treated in a way that respects your culture and beliefs.

Provision of service with respect, dignity and consideration for privacy

  • As far as possible, Tweddle will provide your program in surroundings that allow privacy. 

An opportunity to discuss any questions or complaints you may have concerning your program or stay at Tweddle

  • If you have questions or a complaint please speak to your parenting team, relevant manager or the Chief Executive Officer.

Participate in making decisions about your program

  • You should be fully involved in decisions about your program and be given opportunities to ask questions and discuss your program.

 Participate in decisions and receive information about your discharge

  • You have the right to participate in decisions about your discharge from Tweddle and to receive information about services available to you after discharge.

Access to your health records and confidentiality for your personal information

  • You have the right to see your health records.  This can be done through Tweddle or through Freedom of Information.  Tweddle can advise you on how to make this request.
  • Everyone involved in your program has a professional and legal duty to keep information about you confidential.

Make a complaint to an independent complaints organisation

  • It is always best to try to resolve your complaint with Tweddle.  If you have tried this and are still unsatisfied, you can make a complaint to the Health Service Commissioner.

You have the responsibility to:

  • Read, understand and sign the required documentation, including the Parent Agreement and Consent Form.  Please let Tweddle know if you need an interpreter or assistance.
  • Work with the Tweddle team by providing relevant information about your health and circumstances that may influence provision of your program or stay at Tweddle.
  • You are also expected to treat Tweddle staff and other clients with respect and consideration.

More Information

Any problems is usually best sovled at the point of service in the hopsital.  However, if you are not satisfied with the response to your complaint or you wish to take your concerns further, please contact the Office of Health Services Commissioner (OHSC).  The OHSC provides a free and confidential service for anyone with a complaint about a health service provider in Victoria.

Office of the Health Services Commissioner

Call:  1300 582 113
Email: hsc@helath.vic.gov.au
Visit: www.health.vic.gov.au/hsc

Send a letter to or visit:

Level 26
570 Bourke Street
Melbourne VIC 3000M

Freedom Of Information (FOI) form (PDF) 

 

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