Patient Rights and Responsibilities

The following are your Rights and Responsibilities whilst being in the care of St John Ambulance Victoria. As a patient, you should expect and receive high quality patient care.

You have the right to be treated in a way that respects your culture and beliefs. You can be transported with your child or loved one, subject to the availability of seating and any infection control restrictions. You will be treated with respect, care, consideration and dignity at all times.

You will be fully involved in decisions about your care and be given opportunities to ask questions and discuss your treatment. The Non-Emergency Patient Transport Regulations and Clinical Practice Protocols outline how we provide care to the public. You may also appoint someone to make medical decisions for you if you are unable to at any point. You have the right to participate in decisions.

Everyone involved in your treatment and care has a professional and legal duty to keep information about you confidential. You have the right to see your patient care record. We will provide care and treatment in a way that allows privacy.

Provide relevant information about your health and circumstances that may influence your treatment or recovery. Participate in your care by letting staff know immediately if you do not understand advice or instructions given to you. Please be courteous and considerate to staff and other patients.

Feedback

Feedback can be submitted via: stjohnvic.org/neptfeedback

All complaints will be dealt with sensitively and in line with St John's policies. You will be contacted within 2 business days of receiving any complaint, you will be kept informed through an investigation and we aim to resolve all complaints within 7 days.

You can phone the St John NEPT department via (03) 8571 2200.

You may also choose to contact the Department of Health (Regulator), NEPT, First Aid and Investigations Unit. Their e-mail address is neptfirstaidregulation@health.vic.gov.au

The ambulance staff treated my father both with compassion and expertise, under difficult circumstances. Once in hospital ensured dad was comfortable even sourcing a warm blanket, in my opinion going beyond their responsibilities. I am eternally grateful for the treatment my dad received in his hour of need.

My mother is 82 years of age. Cultural & language barriers were present. Erin & Kate were nothing short of exceptional. They both demonstrated maturity well beyond their years of experience.

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