Your rights and responsibilities

Privacy and confidentiality

We will respect your privacy and the confidentiality of your records and personal information. Your permission will be obtained before any information is shared with another person or agency.

Respect

You have the right to be treated with respect and sensitivity regardless of your culture, religion or language.

Interpreter

You are entitled to an interpreter, if needed, to assist in understanding and accessing our services.

Advocate

You have the right to use an advocate on your behalf.

Information

You have the right to information about the range of services available to you and information that will enable you to make informed choices.

You also have the right to access your file, in line with the ‘Freedom of Information Act’.

Participation

You have the right to participate in decision making about your care, including the right to refuse services, without fear of retribution. This includes the right to refuse student participation in the session.

You have also the right to express your views regarding the planning, management and evaluation of the La Trobe Communication Clinic services.

Complaints

You have the right to make a complaint about the service or the treatment you receive and to have this complaint dealt with fairly, confidentially and without fear of retribution. See below for information on how to make a complaint.

Your responsibilities

  • Abide by the attendance requirements of the clinic. Failure to attend two appointments without prior cancellation and/or three repeat cancellations will result in discharge.
  • Actively seek information about your care.
  • Actively participate in decision making about your care.
  • Provide feedback on using the La Trobe Communication Clinic.
  • Respect the privacy of others.
  • Acknowledge responsibility for the consequences of any decision to accept or reject advice or treatment.
  • Follow the rules and regulations of the clinic and respect staff and clinic property.
  • Give 24 hours notice of cancellations.

Making a complaint

La Trobe Communication Clinic encourages clients to provide feedback. This helps us to improve the clinic, so we can better serve you and the community.

You can provide this feedback by:

  • Communicating directly with staff members.
  • Placing written feedback in the suggestions box at reception.
  • Communicating with the Clinic Manager either directly or through written correspondence. The manager will ensure all complaints are investigated and responded to promptly and confidentially.
  • Providing formal, anonymous feedback through our Client Satisfaction Survey (CSS) which is distributed in October.
If you prefer to comment or complain to an outside authority, please contact:

Health Services Commissioner
Level 10, 55 Swanston Street
Melbourne, VIC 3000
Telephone: 9655 5222

Advocacy services

Office of the Public Advocate
Telephone: (03) 9603 9500
Email: publicad@vdoj.vic.gov.au

More information

Health Issues Centre
Level 5, Building Health Sciences 2
La Trobe University
T: 9479 5827
F: 9479 5977
E: info@healthissuescentre.org.au

La Trobe Communication Clinic
4th Floor, Health Sciences 1
La Trobe University
Plenty Rd, Bundoora 3083

T: 9479 1921
F: 9479 1874
E: communication.clinic@latrobe.edu.au