Your Rights &
Responsibilities

Keeping you and others safe

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We Follow these Guidelines

You are welcome ask questions about these guidelines

Clients’ Rights

At the Women’s Centre it is your right to:

  • Be treated with dignity and respect.
  • Have your confidentiality explained and protected.
  • Feel you are in a safe and clean environment.
  • Have information given to you in a clear and concise manner.
  • Ask for an interpreter if you feel that one is required.
  • Take full responsibility for your choices and actions.
  • Withdraw or modify your consent and to notify the worker or agency as soon as possible.
  • Expect professional service and behavior from the staff.
  • Accept or refuse the Women’s Centre services.
  • Ask for access to your information.
  • Choose another service or obtain a second opinion.
  • Make a complaint and have the complaint responded to.
  • Supervise and manage your children’s behaviour while attending the centre.
  • Understand that staff have a legal duty of care to you and your wellbeing of the Women’s Centre and other clients.

Client Responsibilities

To receive our services at the Women’s Centre you must:

  • Treat all staff members and other clients with respect.
  • Treat property and the property of others with respect.
  • Swearing and yelling at staff members or other clients will not be tolerated and you may be asked to leave.
  • Do not attend your appointment if you are under the influence of alcohol or drugs.
  • Let the Women’s Centre know a minimum of 24 hours prior if you cannot attend an appointment either by phone, email, or text.
  • Let the Women’s Centre know if you have an emergency or have been called into work and cannot attend your appointment.
  • If you are unwell, please call the Women’s Centre to reschedule your appointment.
  • If you have concerns or complaints, please talk to the staff, or contact The Women’s Centre Management.

A Women's Only Space

The Women’s Centre for Health and Wellbeing, Albury Wodonga is a Women’s Only space. If you would like a male family member or friend to accompany you to one of our services, please discuss this with your practitioner or the Centre Manager prior to your appointment. We ask that men respect this policy. We ask that male companions do not wait outside the Centre for the comfort of other visitors to our space.

 

Complaints – How to make a complaint

If you are unhappy with your sessions, services or one of our employee’s, please let us know as soon as possible. We will try to resolve your complaint quickly. All complaints are reported to our General Manager. Depending on the issue, they may contact you or investigate the matter further. You will be kept appraised by the General Manager until the issue is resolved.

 

Customer Feedback

If you have questions or concerns, we encourage you to send an email to our General Manager. Your feedback will assist us in how we deliver services and the type of services that are needed most in our community. Please send emails to [email protected]

 

Bringing children to appointments

We understand that it can sometimes be difficult to find childminding for an appointment. In emergency, babies, toddlers, and children (boys are to be under 12 years of age) are welcome in the Centre.  We can offer a private space for breast-feeding and have baby-change facilities available.

 

Your Personal Records and Privacy

Your Personal Record is created when you first come to the centre. The information you share with us on your intake form is inside this record. Your counsellor will keep notes from each of your sessions as will any other clinicians or therapist you see at the Centre. This information is securely kept in one place and inaccessible to anyone other than the relevant team member.

You have the right to read this record in the company of one of our employees and can request a copy of any part of it. This is done with a signed consent form for your records.   

 

External Auditing

External Auditing is done at Women’s Health Centres as a part of our funding requirements.  We respect your privacy and confidentiality. Any information shared must be de-identified and is subject to our internal auditing processes, ensuring that your Privacy is maintained. You can inform your health care worker if you do not wish your record to be included in the data.

 

Confidentiality

Your privacy is important to us. If there are other services that could assist you, we follow a strict protocol of gaining your consent before contacting them. We do this in writing, and only once you have given consent, will we share relevant information. If you have been referred to the Women’s Centre by another organisation, we do not share any information of your time with us with that organisation, without first gaining your consent.

 

Limits of Confidentiality

There are specific instances where confidentiality around a particular matter cannot be maintained, namely, the case of child abuse or neglect, stated intention to harm yourself or others, or disclosure regarding a serious crime. In these instances, we are required by law to notify the appropriate authorities.

Your medical record can also be subpoenaed to court, as can individual members of staff who are bound to be truthful witnesses.

 

Working with you and Duty of Care

We have a Duty of Care to you, our employee’s, and other clients at the Centre. People under the influence of Alcohol or Drugs will not be able to participate in their appointment and asked to leave. If Alcohol and Drugs are in your life and you would like support, please talk to our Intake Team. 

We are here to assist you

Our team are here to support you and assist you. If we do not have the services you need, let us know and we can help connect you to the right place. ,

Supporting You

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Call us on (02) 6021 5773 or email us at

[email protected]