Charter of Patient Rights & Responsibilities
At easykind, we are committed to providing safe, respectful, and evidence-based healthcare through a clinically governed telehealth model. This Charter explains what you can expect from us as a patient, and what we ask from you to support safe, lawful, and effective care.
Our services are delivered in accordance with applicable Australian healthcare standards, professional obligations, and privacy and health-records legislation.
1. Respect and dignity
You have the right to be treated with respect, compassion, and without judgement or discrimination.
2. Privacy and confidentiality
Your personal and health information will be collected, used, stored, and disclosed only where lawful, necessary for the provision of healthcare, or otherwise permitted or required under Australian privacy and health records legislation, including where reasonably required for clinical safety, continuity of care, regulatory compliance, or risk management.
3. Safe, professional care
You have the right to care that is clinically appropriate, compliant with regulation, and provided by suitably qualified and registered health professionals.
4. Clear information and informed choice
You have the right to receive information that is accurate, balanced, and clinically appropriate about your condition and available treatment options, including material risks, expected benefits, and reasonable alternatives, to support informed consent and decision-making.
Information provided does not guarantee that any particular treatment will be clinically appropriate or prescribed.
5. Involvement in your care
You have the right to ask questions, express preferences, and be involved in decisions about your care, within appropriate clinical, professional, and regulatory boundaries.
6. Honest and respectful communication
You have the right to be communicated with in a clear, respectful, and understandable manner.
7. Access to care within clinical and legal boundaries
You have the right to access services that are clinically appropriate, safe, and lawful within the scope of easykind’s telehealth model. This may include referral to other healthcare providers or services where face-to-face or alternative care is clinically required.
8. Support persons
You may involve a support person in your care with your consent, unless doing so raises clinical, safety, privacy, or operational concerns, including where the presence of a third party may compromise the integrity of the consultation or the privacy of others.
9. Feedback and complaints
You have the right to provide feedback or make a complaint about your care without fear of being treated unfairly. We are committed to managing feedback and complaints respectfully and transparently.
10. Continuity of care
You have the right to appropriate referrals, discharge planning, and coordination of care where clinically indicated.
1. Be honest and accurate
You are responsible for providing honest, complete, and up-to-date information about your medical history, medications, substance use, and symptoms.
2. Ask questions if unsure
If you do not understand information about your care or treatment, please ask. Clear understanding supports safe care.
3. Participate in clinically recommended care
Where a treatment or care plan is clinically recommended or prescribed, and you choose to proceed, you are responsible for following that plan or advising us if you are unable or unwilling to do so. Treatment recommendations are based on individual clinical assessment and are not automatic or guaranteed.
4. Use medications safely
You must use prescribed medications only as directed, not share them with others, and promptly report side effects, concerns, or changes in your condition.
5. Manage appointments
Please attend appointments on time or provide reasonable notice if you need to cancel or reschedule.
6. Communicate relevant changes
You are responsible for informing us of changes to your health, medications, or circumstances that may affect your care..
7. Treat staff respectfully
You are expected to communicate respectfully with clinicians and staff. Abusive, threatening, harassing, or inappropriate behaviour is not acceptable and may pose a risk to health and safety.
To meet our work health and safety obligations, easykind may limit communication, suspend interactions, or discontinue services where behaviour compromises staff wellbeing, patient safety, or the safe delivery of care.
8. Respect clinical and legal limits
You acknowledge that easykind must operate within professional medical standards, patient-safety requirements, and Australian laws and regulations. Not all requests can be accommodated, and clinicians may decline, limit, or discontinue care where it is not clinically appropriate, safe, or lawful to proceed.
9. Follow clinic policies and procedures
You agree to comply with easykind’s reasonable clinic policies and procedures, including those relating to identity verification, telehealth delivery, consent, medication safety, prescribing requirements, and pharmacy or dispensing processes.
10. Raise concerns appropriately
If you have concerns about your care or experience, we encourage you to raise them directly, respectfully, and constructively so they can be reviewed and addressed in accordance with our clinical governance and complaints-handling processes.
Our shared goal is to support safe, respectful, and effective care through clear communication, mutual respect, and an understanding of the clinical and regulatory obligations that apply to both patients and healthcare providers.
