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Patient Charter

A guide for patients, carers and families

In the Spirit of the Sisters of Mercy, Mater offers compassionate service to the sick and needy, promotes a holistic approach to healthcare in response to changing community needs and fosters high standards of health-related education and research. Following the example of Christ the Healer, we commit ourselves to offering these services to all, without discrimination. We believe staff, patients, families and carers all have a mutual responsibility to treat each other with respect and dignity — a basic right of every person.

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 services and treatment that meets my needs.

I have a responsibility to:

  • tell Mater about any change to my personal details, including address, my GP details, or 

    contact details.

  • keep my appointments or notify Mater if I am unable to attend.

  • be aware that I may have to wait for attention at times if staff are attending to other patients.

  • understand that some services I require may not be available at this hospital location and that staff will provide more information about this if required.

Safety

I have a right to:

Receive safe, high-quality health care in an environment that makes me feel safe and meets National Standards.

Raise concerns about my safety through PACE (see below).

I have a responsibility to:

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

Respect

I have a right to:

Be shown respect, dignity, and consideration. 

Have my culture, background and beliefs and choices recognised so staff can respond to my needs and preferences and accept in some circumstances this may not be possible.

I have a responsibility to:

  • recognise Mater is a diverse community where everyone is treated with respect and dignity. 
  • respect other patients and staff, e.g. by limiting noise and the number of visitors.


Partnership

I have a right to:

Be included in decisions and choices about my goals of care and what matters to me. 

Ask questions and be involved in open and honest communication. Request others be included in planning my care and decision making.

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:

  • discuss my concerns and decisions with my healthcare provider, e.g. if I do not 

    wish to continue treatment, I am unable to accept/comply with treatment advice offered, or I intend to discharge myself against medical advice. Once I am made aware of the implications, I accept responsibility for the consequences of my decision.


Information

I have a right to:

Be informed about my condition, services available, the possible benefits and risks of different tests and treatment options so I can give my informed consent.

Receive support with accessing my health information. 

Receive open and honest communication in the event of a clinical incident which may occur during my health care journey. How it happened, how it may affect me, and what is being improved to make care safe.

I have a responsibility to:

  • ask questions so I can be informed about my medical condition, my goals of care, and

    treatment options before giving my consent to any treatment.

  • 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.

Privacy

I have a right to:

Have my personal privacy respected. 

Have my personal information kept secure and confidential.

I have a responsibility to:

  • accept that my health information may be shared with 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.

Financial information

I have a right to:

Be informed about costs and charges that may occur as part of my treatment or hospitalisation.

I have a responsibility to:

  • understand that while some expenses are coveredby 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.
  • understand that if I elect to be a private patient, I will be given information about costs and I will be responsible for paying my attending doctor/s and other relevant charges.
  • 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.


Give feedback

I have a right to:

Comment on my care and to have my  concerns addressed and responded to in a transparent and timely way without it affecting the way I am treated.

Raise concerns about my safety through PACE (see over).

I have a responsibility to:

  • Inform 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, Mater Private Hospital Gold Coast 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
  • Ask to speak with Mater’s Quality and Safety team member on 07 3163 8303 or email patientrep@mater.org.au
  • If you do not believe we have resolved your complaint, you can contact the Office of the Health Ombudsman. This is an independent body, and can be contacted on 133 OHO (133 646) or www.oho.qld.gov.au

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
Mater Switchboard: 07 3163 8111

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