Rights and responsibilities
At Ramsay Health Care, we value mutual respect and understanding to help you achieve the best outcomes in your care. We are committed to protecting your rights and encourage you to uphold your responsibilities to create a safe, supportive environment for everyone.
Your rights, responsibilities and support
At Ramsay Health Care, we are committed to creating a safe, private and welcoming environment across our facilities in Australia. To achieve this, we ask all patients, visitors and employees to uphold respectful and considerate behavior. By meeting these expectations, we create a space where everyone feels comfortable, valued and well cared for.
Behaviour standards
Respect and safety
Everyone in our hospitals has the right to feel safe and be treated with respect. This includes patients, visitors and employees.
Inappropriate language or behaviour such as threats, violence or actions that disrupt hospital operations will not be tolerated.
Protecting privacy
We respect the privacy of everyone in our facilities.
Please note: Photography, filming, audio recording or accessing another individual’s personal information is not permitted without prior written consent from hospital management and the individuals involved.
Embracing diversity
Our employees come from diverse backgrounds, including different genders, ages, ethnicities, cultures, religions and sexualities.
Their assignments are based on their expertise and ability to provide high-quality care. Discrimination, bullying or harassment of our people is not tolerated under any circumstances.
Complying with directions
For the safety of all patients, visitors, and staff, please follow all instructions given by hospital employees or security personnel.
Failure to follow these expectations may result in being asked to leave the facility or, for patients, possible discharge from the hospital.
We appreciate your cooperation in helping us maintain a safe and respectful environment for everyone.
RAISE the Ramsay Rule
You know your body better than anyone else and your loved ones know you. Our teams are trained to monitor your condition but we recognise that patients and families often notice subtle changes that others may miss. That’s why we introduced RAISE the Ramsay Rule. It empowers patients, their loved ones and carers to escalate any concerns if they think something is wrong.
If you believe a patient's condition is deteriorating or not improving as expected, or if they are exhibiting unusual or out-of-character behaviour, and you feel that your concerns are not being heard, we encourage you to RAISE the Ramsay Rule.
What to do
- Speak to your nurse about your concerns.
- If you are not happy with their response, you can ask to speak with the nurse in charge.
- If you remain concerned, call your hospital’s dedicated Ramsay Rule phone number and ask to “RAISE the Ramsay Rule”. Click here to find the Ramsay Rule phone number for your hospital.
RAISE the Ramsay Rule is based on the REACH initiative developed by the Clinical Excellence Commission’s Partnering with Patient’s Program and Ryan’s Rule developed by Queensland Health.
Ramsay Health Care Australia privacy statement
Ramsay Health Care Australia is committed to protecting your privacy in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth) and other applicable laws governing private health information.
This privacy statement provides an overview of how we manage your personal information.
For full details, please:
- Ask a staff member for a copy of our privacy policy or click the link below.
- Contact our Privacy Officer.
How we handle your personal information
We collect your personal information to provide high-quality healthcare and for related purposes, such as:
- Coordination of care by your multidisciplinary team.
- Assessment and provision of healthcare services.
- Liaison with healthcare professionals, Medicare, your health fund, or other third-party payers.
- Emergency situations where your life is at risk and consent cannot be obtained.
- Managing facility operations, including safety, risk management, and quality assurance.
- Training healthcare professionals and facilitating student placements.
- Maintaining medical records as required by law.
In respect of non-patients, Ramsay will collect your personal information to engage with you in your dealings with Ramsay and for other related purposes.
Sharing your information
- Within Ramsay Health Care facilities: Your information may be shared between facilities to coordinate your care.
- With other health service providers: Your information may be shared with other health services providers for referrals and other services related to your care.
- With third parties: We may share your information with trusted service providers, such as contractors conducting patient satisfaction surveys or data storage services.
How we collect your information
We primarily collect personal information directly from you. However, we may collect it from third parties when:
- You have given consent.
- It is not practical to collect it directly (e.g. during a medical emergency).
Using and disclosing your information
We will only use or disclose your personal information when:
- You have provided consent.
- It relates to providing healthcare or services you reasonably expect.
- We are required or permitted by law.
Your rights
You have the right to:
- Access your information: Request access to the personal or health information we hold about you.
- Request corrections: Ask us to amend inaccurate information in your records.
Resources
The Australian Charter of Healthcare Rights
Outlines your right to access, safety, respect, partnership, information, privacy and feedback.
The Private Patients Hospital Charter
Lists your rights and responsibilities as a private patient in a private or public hospital.
My Healthcare Rights: A guide for people with cognitive impairment
Includes resources for patients, carers, families and support people.
Top Tips for Safe Health Care
Contains useful information for when you talk to your doctor and other healthcare staff like nurses and allied health.
Basic information and translated resources
Available for patients and carers to better understand their clinical care.
Statement of Rights NSW Mental Health Act (2007)
The Australian Commission on Safety and Quality in Health Care has developed a range of information to help patients and carers understand their clinical care.
Click on the resources below to learn more:
- Working with your healthcare provider
- Finding good health information online
- Information about health conditions
The following resources have been translated into 15 languages.
Ramsay Newsroom
Stay up-to-date with hospital news, developments, research highlights and innovation.