We are an iconic provider of hospital-based healthcare, striving to deliver an exceptional standard of care
We comprise several hospitals, health centres, a nationally accredited education provider and a world-class research institute
We are a nationally accredited, hospital-based Registered Training Organisation - the only one of its kind in Queensland
We are part of a collaborative research institute with The University of Queensland and founding partner of the Translational Research Institute
Mater respects your right to receive healthcare services. We are committed to provide exceptional, patient-focused, high quality and safe healthcare. In order to provide such care, a partnership between patients, carers and families and healthcare providers is essential. The Mater Patient Charter addresses your rights and responsibilities. It outlines the process to follow if you, or a family member, wish to raise concerns about your care or immediate safety (PACE). It also provides details to enable you to contact the Privacy Office or provide feedback.
Mater Patient Charter complies with the National Safety and quality Health Service Standard 2—Partnering with Consumers.
This Patient Charter is also available in Arabic, Chinese and Vietnamese.
Everyone who is seeking or receiving care in the Australian health system has certain rights and responsibilities regarding the nature of that care.
Healthcare—I can access services to attend to my healthcare needs. While some expenses are covered by Medicare, if I activate my private health insurance cover or opt to self-fund I may choose my doctor, my hospital and convenient appointment times, potentially avoiding longer waits.
Receive safe and high quality care—I receive safe and high quality health services, provided with professional care, skill and competence.
Be informed about services, treatment, options and costs in a clear and open way—I receive open, timely and appropriate communication about my healthcare in a way I can understand.
Be included in decisions and choices about my care—I may join in making decisions and choices about my care and about health service planning, including my end of life care planning. I may choose to not accept the advice provided to me. Regardless, I will be supported to make the healthcare decision that I consider is best for me.
Be shown respect, dignity and consideration—the care provided shows respect to me and my culture, beliefs, personal needs and preferences.
Privacy and confidentiality of my personal information—my personal privacy is maintained and proper handling of my personal health and other information is assured.
Comment on my care and to have my concerns addressed—I can comment on or complain about my care and have my concerns investigated and responded to so that Mater can better understand my care experience and areas for improvement.
We value your safety above all else. We expect that your healthcare team can address any concerns or worries you may have about your care and immediate safety. Patients, families or carers have a right to further escalate their concerns and we encourage you to raise any concerns as early as possible. If you have serious or immediate concerns about your health, please follow the steps outlined below:
Step 1: Speak to your nurse or doctor, who will listen and respond to your concerns.
If you are unsatisfied with the response and are still concerned, move to step 2.
Step 2: Ask to speak to the nurse/midwifery team leader or nurse/midwifery unit manager.
If you are unsatisfied with the response, and are still concerned, move to step 3.
*PACE is the equivalent to Ryan's Rule as used by Queensland Health.
Give a compliment: Everyone enjoys receiving positive feedback, and we are no exception. If you've received exceptional service, we would love you to let us know.
We welcome your feedback and compliments as it helps us continue to improve.
Make a complaint: If you are unhappy with any aspect of your care, please let us know so we have the opportunity to put things right.
To give a compliment or make a complaint, please follow the steps below.
For issues relating to health information collection, access to records or correction of records, contact the Mater Privacy Coordinator (details below).
You may also contact the Office of the Privacy Commissioner on 1300 363 992 or firstname.lastname@example.org
We need your help to design better ways to provide healthcare, to comment on our policies and procedures, measure and evaluate how we are doing and make decisions about our future. If you are interested in volunteering your time as a member of Mater's Community of Consumers, please email email@example.com.
Telephone: 07 3163 8303 Fax: 07 3163 8753
Telephone: 131 OHO (133 646)
Telephone: 07 3163 2666 Fax: 07 3163 8104