Patient rights

Amplar Health strives to provide all of our clients with access to quality, tailored health care delivered by appropriately trained health practitioners.

As a Amplar Health client, we believe you have the right to:

• Be treated with courtesy, dignity and respect
• Be actively involved in making decisions relating to your care
• Receive care that considers your culture, lifestyle and religious background and preference
• Receive prompt responses from us in relation to any enquiries, investigations or complaints about the care we provide to you.

To ensure your safety and the safety of our staff, Amplar Health may undertake risk assessments of service locations, including our clients’ homes when delivering services in the home.

Please help us ensure everyone’s safety and health by:

• Providing an adequate space for therapy
• Restraining pets prior to the arrival of our practitioners
• Not smoking (including e-cigarettes and vaping) whilst practitioners are onsite
• Informing practitioners immediately of any potential safety hazards
• Participating in any safety assessments of your home
• Treating our staff with dignity and respect and ensuring their workplace is safe, and free from harassment
• Telling our staff if you are unwell or cannot do things the way you usually do them, and giving our staff information that will help us better provide our services to you.

Following our risk assessment when delivering services in the home, we will discuss our findings and work with you to develop a plan for addressing the risks identified.

Amplar Health requires all practitioners to complete incident reports for incidents, injuries and near misses (even if the incident did not result in actual harm) to facilitate ongoing improvement and development of our health services.

There may be times when for safety reasons, we cannot provide our services. If this happens, we will work with you to address these safety concerns or discuss alternative options for us to provide our services to you.

Amplar Health believes in continuous improvement and takes incident reporting very seriously. If something goes wrong during your care, Amplar Health will inform you as soon as possible and take the appropriate steps to investigate and address what has happened to ensure that where required, improvements are made to the way we provide our services to you.

We will communicate with you in an open and honest manner at all times and keep you informed throughout our investigations.

Amplar Health will always show you courtesy and consideration of your culture, beliefs, values and personal characteristics such as gender or disability. Our practitioners will introduce themselves and will arrive neat, tidy and in uniform.

Amplar Health asks that respect is shown to our practitioners by:

• Providing adequate notice of cancellation of services (ideally at least 48 hours before scheduled service)
• Notifying any communicable diseases/infections so that we can work together to reschedule the service
• Taking care of any equipment that is loaned to you by our practitioners
• Being respectful to our practitioners, and not threatening, harassing, abusing or being violent towards any our practitioners.
• Amplar Health has a zero-tolerance approach to abusive, threatening, discriminatory, illegal and violent behaviour.

You have the right to make decisions about your healthcare. We will communicate with you about your findings, and our recommendations surrounding your health issue or condition. Where relevant, we will also discuss potential risks of the service, and will provide alternatives (where applicable), for your consideration.

Amplar Health will always endeavour to provide you with both verbal information and written information to help ensure your understanding.

If English is not your first language, please let us know as Amplar Health may have healthcare practitioners who speak your preferred language. Amplar Health does not have an in-house interpreter service however, if required, an interpreter may be able to be organised, at a cost to you.

If you have any questions or need clarification about anything you are unsure of or didn’t understand – we are more than happy to help.

Amplar Health encourages our clients to have a support person present during assessments and sessions. We do not require them to be 18 years of age or older, however we do require that you consent to them being included in care decisions. This will be recorded and documented in an information release consent form. Consent to release information to another person can be revoked at any time by notifying Amplar Health via email – home@amplarhealth.com.au or via telephone 1300 660 086.

Amplar Health asks clients to share information about their health, medications, social history, allergies, disabilities and, if appropriate, end of life choices. We will also collect and share information with your medical providers and relevant guardian or attorney in order to do so. We take our privacy obligations seriously and will protect any personal information that you give us from unauthorised access, use or disclosure.

Read more about our Privacy Policy.

You have the right to make decisions about your healthcare. We encourage you to be an active participant in your care and care planning. Our practitioners will advise you of our assessment findings and include you in setting your goals.

You are encouraged to ask as many questions as you need to clarify your understanding. You are also welcome to have a support person help you make decisions.

If at any time you would like to re-evaluate your goals or make changes to your services, please let your practitioner know and we will be happy to do this with you.

Amplar Health needs to confirm your identity and therefore we will regularly ask you for your name, address and date of birth to cross-reference this with your patient record.

If you would like a second opinion about your care, please contact Amplar Health to arrange for another practitioner to your case.

Prior to commencing any assessment or services with you, your practitioner will seek your consent for us to provide the service and to collect any personal information needed to perform the service. We may seek your verbal consent, however, at times, depending on the service, written consent will be required. In each case, we will record your consent in your patient record.

You have the right to withdraw consent for us to provide the service at any time and in that case, services will cease.

For persons under a certain age (the relevant age depends on the State the services are provided in), or if a person is of the age of consent but lacks the capacity to give consent, consent must be given by a parent, guardian or substitute decision maker.

Read more about how we manage consent.

From time to time, Amplar Health participates in student placement programs and may participate in research projects with universities. Student placement programs help students develop their clinical skills in preparation for their graduation and commencement as a Health Professional in the future. Research projects can help shape improved treatment technology and processes or in the collection of data for health economics.

You may be asked for your consent to have a student participate in your care or to be a participant in a research project. You don’t have to participate and your response will not impact the care you receive going forward.

Amplar Health takes your privacy seriously, and has a legal obligation to protect the confidentiality of your personal information. At times, it is necessary to share your health information with third parties such as other health professionals (including your doctor, case manager or specialist), other service providers or related entities to ensure that your healthcare is managed holistically and comprehensively. For us to do this, your consent will be sought.

You are able to request access to your patient record at any time. In order to do this, please contact us at home@amplarhealth.com.au

Read about how we collect, hold, use and disclose your personal information in our Privacy Policy.

Amplar Health welcomes your feedback on our services, whether it’s positive or negative. Your feedback helps us to provide a better service to you.

Amplar Health encourages the community to be active and involved in our service delivery, development and evaluation. If you have any feedback or suggestions about how we may improve the delivery of a particular service, we encourage you in the first instance to speak to your practitioner. Alternatively, please visit our feedback page and share any suggestions, complaints and compliments.

From time to time, Amplar Health may send you a feedback form via email, post or SMS. We encourage you to complete this and send it back if able.

Please visit our feedback page.