Rights and responsibilities

We are committed to respecting the rights and responsibilities of our patients, families and staff.

Your family’s rights 

The Sydney Children's Hospitals Network (SCHN) is committed to supporting the rights of everyone – this includes patients, their families, visitors and staff. 

Understanding the rights of children and young people (our patients), their families and carers is vital to ensuring SCHN has a safe and professional hospital environment. 

SCHN endorses the Australian Charter of Healthcare Rights (second edition) and the Rights of Children and Young People in Healthcare Services in Australia.  

These rights apply to all people in all places where health care is provided in Australia. These charters provide a framework to help empower children and young people, and their families and carers to understand what they can expect from the staff caring for them. 

Our  hospitals are a safe place for everyone 

To help us all partner together in caring for children, SCHN expects that everyone - staff, families, patients and visitors act respectfully

  • treating others with care, consideration, courtesy and respect 
  • being sensitive to the needs of others 
  • behaving in a manner that is not (and would not be viewed by others as) aggressive or offensive 
  • taking care of personal property and respecting hospital property. 

To ensure the safety of SCHN patients, families, visitors and staff we ask everyone to

  • refrain from physical or verbal abuse of patients, families, visitors or staff. Physical and verbally abusive behaviour will not be tolerated. If necessary, hospital security will be called, and you may be asked to leave the unit or hospital if this affects others or care of patients. 
  • wear footwear in the Hospitals at all times 
  • respect the Hospital’s policies on smoking and alcohol use. 

Access 

Health care services are available to everyone regardless of gender, marital status, disability, culture, religious beliefs, sexual orientation, age or income. Patients have a right to access health services based on a medical assessment and the urgency of their need for treatment.  

Please tell us if your family have special needs or need an interpreter. 

Safety 

Patients and their families are entitled to safe, high quality health care. SCHN can improve the safety and quality of care by partnering with our patients, their families, and carers.More information on partnering with consumers can be found on the National Safety and Quality Health Service Standards (NSQHSS) website. 

Respect 

Patients, families and visitors have a right to be treated with courtesy, dignity and respect while receiving our services, regardless of gender, marital status, disability, culture, religious beliefs, sexual orientation, age or income. SCHN in turn asks patients and families to show respect towards our staff, volunteers, other patients, families and visitors.

Partnership 

Health care workers will explain the patient’s condition, the recommended treatment, as well as the risks and the alternatives in a way that you can understand. 

SCHN want patients, their families and carers to be partners in their care. Please ask questions and let us know if we need to explain things further.

Give us as much information as possible about your health, including any allergies, medical conditions, or disabilities. We want you to be involved in the decision making related to health care decisions and include the people you want involved in planning and decision making. 

Information 

SCHN wants patients and families to receive clear information about the patient’s health condition and be informed about the possible benefits and risks of tests and treatments, so informed consent may be given. 

Patients and families have the right to: 

  • receive information about services, waiting times and costs
  • be given assistance - when needed - to help understand and use health information 
  • access their health information
  • be told if something has gone wrong during health care, be told how it happened, how it may affect them and what is being done to make care safe. 

Privacy 

Patients’ information will be kept in a confidential and secure manner.Patients and their families are entitled to request access to health information that is held in NSW Health services. Patients and families may be asked to apply for access in writing and provide identification. They may be charged a fee. 

SCHN may share patient’s health information with other health care workers who are involved in their care. This ensures good care co-ordination and gives children and young people the best possible care. 

If you would like more information see the Your Child’s Health Information, Privacy and Access brochure.  

Guidelines for interacting with staff 

SCHN acknowledges that patients and families often form meaningful and close relationships with the staff caring for them. However, the Code of Conduct requires that staff must maintain professional boundaries at all times. This includes not providing patients and families with any personal details including phone numbers, mobile numbers, email addresses or connecting via social media and social networking sites. 

Interpreter services 

It's important that all patients and families understand their healthcare journey, regardless of what language they speak. Patients and families can access an interpreter free of charge. Interpreter services, including Australian Sign Language (Auslan) can be provided in-person or by phone and are available seven days a week.

Patients and families can ask staff to arrange an interpreter for them. Translated copies of the Australian Charter of Healthcare Rights are also available on NAQHSS website. 

Health Care Interpreter Service (HCIS)

  • For a HCIS interpreter, telephone 9840 3456. The service is available 24 hours a day, 7 days a week.

Translating and Interpreting Service (TIS)

  • For a TIS interpreter, telephone 131 450. The service is available 24 hours a day, 7 days a week.

Community language resources

Download a 'Rights and Responsibilities brochure' in a community language.

Fact sheets

A number of our fact sheets have been translated into community languages.

Giving feedback

SCHN encourages feedback from patients, families, carers and visitors. SCHN can make quality improvements from complaints and prevent other families having unsafe or poor experiences.

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