Working beside you
Ngala works with and for families and community members to enhance their experience of parenting and the development of children and young people.
Commitment
Ngala is committed to providing quality, appropriate, client focused care informed by latest evidence. The Australian Charter of Healthcare Rights have been adopted and in doing so Ngala recognises that people receiving care and people providing care all have important parts to play in this process.
What you can expect from Ngala*
MY RIGHTS |
WHAT THIS MEANS |
Access |
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| I have a right to receive relevant information and support. | I am able to access Ngala services with minimal barriers. |
Safety |
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| I have a right to receive safe and high quality care. | I receive safe and high quality services, provided with professional care, skill and competence and tailored to my needs. |
Respect |
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| I have a right to be shown respect, dignity and consideration. | The care provided shows respect to me and my culture, beliefs, values and personal characteristics. |
Communication |
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| I have a right to be informed about services, options and costs in a clear and open way. | I receive open, timely and appropriate communication about my care in a way I can understand. |
Participation |
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| I have a right to be included in decisions and choices about my care. | I may join in making decisions and choices about my care and about health service planning. |
Privacy |
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| I have a right to privacy and confidentiality of my personal information. | My personal privacy is maintained and proper handling of my personal health and other information is assured as per the Australian Privacy Principles. |
Comment |
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| I have a right to comment on my care and have my concerns addressed. | I can comment on or complain about my care and have my concerns dealt with properly and promptly. |
You can help
- Sharing relevant family and health history and informing us of any injury or illness.
- Allowing us to link with other agencies or professionals who are currently assisting you.
Feedback
You can also help us by telling us what you like – or don’t like – about Ngala services. Please fill in a customer survey after your contact with Ngala where applicable. Your feedback will help us review and improve how we deliver our services.
If you are not completely satisfied with any part of Ngala’s services, please discuss your concerns with staff or the Manager.
Written feedback can be addressed to the email compliments&[email protected]
*Adapted from Australian Charter of Healthcare Rights (Australian Commission on Safety and Quality in Healthcare)