Client’s Rights and Responsibilities

Our commitment to you:

  • Our vision is to help improve the health and well-being of women in the Southern Metropolitan Region
  • We will provide our services courteously and sensitively, understanding that your health and wellbeing is determined by a range of factors that are often outside your control
  • We work with you to help you make informed decisions about your own health and wellbeing, decisions that fit your situation and your needs
  • We welcome all women, regardless of age, culture, religion, sexual preference, birthplace, language or socio-economic status

When you use our services, you have the right to:

  • Be welcomed courteously and sensitively
  • Receive clear information about available services, from trained and experienced staff, to help you make decisions about your health care
  • Have someone of your choice present with you when you come to WHISE
  • Be actively involved in any decisions made about your future care and support Be referred to appropriate services, if WHISE cannot meet your needs
  • Have your privacy respected at all times, and your information recorded and stored securely and confidentially
  • Access to interpreter services and/or information translated into your own language
  • View your own client record
  • Refuse service from a particular WHISE worker, peer educator or student or request transfer to another WHISE worker
  • Have any complaint received, investigated and resolved fairly and honestly, if you are unhappy with our services; and the right to continuing service without discrimination because of the complaint
  • Have your individual needs (cultural, sexual, religious, social) respected at all times

When you use our services, you have the responsibility to:

  • Give us accurate and complete information about your circumstances, so that we provide advice that addresses your needs
  • Tell us if you do not understand what you have been told, and ask for further information
  • Be polite and courteous to staff and other clients
  • Respect the privacy of other clients and visitors to WHISE
  • Keep your appointment time, or let us know in advance if you cannot make the time, and we will make a new time with you
  • Understand that there will be times when the service you need is not available, either from WHISE or from another provider
  • Give us time to identify an alternative service or support for you, until your preferred choice is available

Our staff have the responsibility to:

  • Work within the charter of client rights as set out above
  • Advise you about the privacy and confidentiality of your information
  • Make sure you receive clear verbal and written information about your rights
  • Make sure you receive information in your own language, if needed, either through interpreter services or written information
  • At all times try to make you feel welcomed, at ease, and reassured about your situation and your future care and support

You can download our Client Rights and Privacy Brochure