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Patient Charter

A guide for patients, carers and families

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, REACH, MATER). 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.

Mater Patient Charter

Everyone who is seeking or receiving care in the Australian health system has certain rights and responsibilities regarding the nature of that care.

Access

I have a right to:

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.

I have a responsibility to:

  • advise Mater of any change of address, GP details or contact details.
  • be aware that I may have to wait for attention at times if staff are attending to other patients.
  • keep my appointments, or notify Mater if I am unable to attend.
  • accept that some services I require may not be available at this location.

Safety

I have a right to:

Receive safe and high quality care—I receive safe and high quality health services, provided with professional care, skill and competence.


I have a responsibility to:

  • provide accurate information about my health and anything else that may have an impact on my care (including alternative/ complementary therapies).
  • tell staff of changes I notice in my medical condition.
  • tell staff if I have concerns regarding any aspects of my care.

Communication

I have a right to:

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.

I have a responsibility to:

  • be as open and honest as I can and ask for more information if I do not understand.
  • tell staff if English is not my first language so I can be given access to an interpreter in person or by phone.
  • understand that if I am not covered by Medicare (e.g. I am an overseas visitor) I will be responsible for payment of all relevant fees and charges.
  • understand that if I elect to be a private (chargeable) patient, I will be given information about costs and I will be responsible for paying my attending doctor/s and any other relevant charges.

Participation

I have a right to:

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.

I have a responsibility to:

  • ask questions so I can be informed about my medical condition and my care options before giving my consent to any treatment.
  • discuss my concerns and decisions with my healthcare provider, for example, if I do not wish to continue treatment, I am unable to comply with treatment or I intend to discharge myself against medical advice. Once I am made aware of the implications, I have to accept responsibility for the consequences of my decision.
  • provide a copy of my advanced care plan, advance health directives, enduring power of attorney or other legal documents which may be relevant.
  • participate in my post-discharge care planning.

Respect

I have a right to:

Be shown respect, dignity and consideration—the care provided shows respect to me and my culture, beliefs, personal needs and preferences.

I have a responsibility to:

  • tell staff of circumstances concerning my culture and beliefs so they can respond to my needs and preferences, but accept in some circumstances this may not be possible.
  • recognise Mater is a diverse community where everyone should be treated with respect and dignity.
  • respect other patients and staff, for example, by limiting noise and the number of visitors.

Privacy

I have a right to:

Privacy and confidentiality of my personal information—my personal privacy is maintained and proper handling of my personal health and other information is assured.

I have a responsibility to:

  • accept that my health information may be shared with appropriate healthcare providers and other agencies as authorised by law.
  • ask for my recorded health information to be corrected if it is inaccurate.
  • respect the privacy and confidentiality of others.

Comment

I have a right to:

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.

I have a responsibility to:

  • tell staff if I have a problem, concern or worry about my care and my safety so they can respond.
  • raise concerns about my care with the treating team.


Patient escalation processes

Are you concerned with your care or that of a loved one? Every Mater facility has an escalation process in place to ensure timely response to concerns. All three escalation processes are the equivalent to Ryan’s Rule as used by Queensland Health.

South East Queensland

Patient and Carer Escalation (PACE)

Utilised at: Mater Private Hospital Brisbane, Mater Hospital Brisbane, Mater Mothers Hospital, Mater Private Hospital Springfield and Mater Private Hospital Redland.

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, midwife 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.

Step 3:

  • Activate a PACE
  • Dial 555 from a bed side phone or call 07 3163 8555.
  • Tell the operator "I am using PACE", your name, ward, bed number and doctors name, if known.
  • A senior member of staff will see you within 10 minutes.

*PACE is the equivalent to Ryan's Rule as used by Queensland Health.

Central Queensland

Recognise, Engage, Act, Call, Help (REACH)

Utilised at: Mater Private Hospital Mackay, Mater Private Hospital Rockhampton and Mater Private Hospital Bundaberg.

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:

Recognise: You may recognise a worrying change in your condition, or in the person you care for.

Engage: Talk with the nurse or doctor, tell them your concerns.

Act: Ask the nurse in charge for a clinical review. This should occur within 30 minutes.

Call: If you are still worried, call 07 4153 9409 and tell the operator "I am using REACH". You can use your bedside phone or ask for a ward phone.

Help: The patient will be reviewed and assisted, and concerns will be actioned as required. 

* REACH is the equivalent to Ryan’s Rule as used by Queensland Health.

North Queensland

My Access to Early Response (MATER)

Utilised at: Mater Private Hospital Townsville.

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.

Follow these three easy steps:

Step one: Talk to your nurse or doctor regarding your concerns.

Step two: If you are still concerned, ask to speak to the nurse or midwife in charge of the shift.

Step three: If you are still concerned, please call 07 4727 4562 and tell the operator "I am using My Access To Early Response". The hospital coordinator (available 24 hours) will review and assist the patient who is unwell.

Please provide the nurse, midwife or doctor with the patient's name, the reason for the call, and the ward or room number (if known).

* MATER is the equivalent to Ryan’s Rule as used by Queensland Health.

Giving feedback

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.

  • Discuss your feedback with the person/s caring for you.
  • Request to speak to the manager of the ward/unit area.
  • Email PatientRep@mater.org.au. 
  • Telephone 07 3163 8303 (during business hours).

Help Mater to improve

We value your feedback. Many of our services will invite you to share your experience by completing a short questionnaire—either during your hospital stay or via email after discharge. Your responses help us understand what we’re doing well and where we can improve.

By taking a few moments to complete the questionnaire, you’re supporting our ongoing commitment to putting the needs of patients and families first.

Please note that this feedback process is separate from our formal compliments and complaints procedures

Compliments and complaints can be made ‘www.mater.org.au/contact-us/compliments-and-complaints

Mater Privacy Coordinator

For issues relating to health information collection, access to records or correction of records, contact the Mater Privacy Coordinator.

Telephone: 07 3163 2666 Fax: 07 3163 8104
Email: privacycoordinator@mater.org.au

You may also contact the Office of the Privacy Commissioner on 1300 363 992 or privacy@privacy.gov.au