• Mercy Health is committed to providing quality care to public and private patients that is both compassionate and respectful.

  • You have a right to receive safe and high quality care in a comfortable setting and to be treated fairly and with respect. You have a right to be informed about services, treatment options and costs and be included in decisions and choices about your care. 

  • To assist us in providing the best possible care, you have a responsibility to tell us about your health, your present treatments and medications you are taking and to treat all staff, visitors and fellow patients with respect.

  • We believe in genuine partnership with patients, families and carers to achieve the best possible health outcomes.

  • Mercy Health supports and is committed to the Australian Charter of Health Care Rights which outlines the rights of patients using the Australian Health System.

    Australian Charter of Health Care Rights 

    Copies of the charter are also available at our facilities. Please ask staff if you have any concerns or if you require more information about your rights and responsibilities.
    Compliments, Complaints and Suggestions                      
    Compliments, complaints and suggestions from patients, families and carers assist us to improve the quality of care we provide.

    There are a number of options to provide us with feedback: 

    >   Discuss any issues/concerns/suggestions with one of our staff members who cares for you or alternatively, ask to speak to the Unit Manager of the area concerned.  
    > Complete a  feedback form (online) or in hard copy (please note that this feedback form is only for Mercy Public Hospitals Inc, Mercy Care Centre Young and Mercy Health Albury).

    If you are not satisfied with the outcome of the complaint you may write or call:

    The Health Services Commissioner (Victoria)
    Phone: 1300 582 113
    Mail: Level 26, 570 Bourke Street, Melbourne 3000
    This is an independent agency available to anyone who has a complaint about a health service in Victoria. 

    The NSW Care Complaints Commission

    Phone: 1800 043 159
    Mail: Level 13, 323 Castlereagh Street (corner of Hay Street)
    Sydney NSW 2000 

    • Aged Care Complaints Scheme
      Performance and Industry Education Section
      Aged Care Complaints Scheme
      Department of Social Services
      GPO Box 7576
      Canberra Business Centre ACT 2610
      Phone:  1800 550 552

    Other documents about your rights and responsibilities which you may find useful                         

    >    The Australian Charter of Health Care Rights: A guide for patients, consumers, carers and families 
    >  Audio and alternate language versions of the Health Care Rights Charter  
    ​>The Australian Charter of Healthcare Rights in Victoria
    >  Talking with your doctor Getting the most out of your conversation with your doctor, nurse or other health professional. 
    >  10 Tips for Safer Health Care Publication by the Australian Council for Safety and Quality in Health Care. 
    >  E-Health Records  
    >  Office of the Public Advocate Independent Statutory Body which protects and promotes the interest of people with disability 

    National Carer Awareness Initiative Improve support for carers and better recognise the vital social and economic contribution that carers make to Australian society

    Privacy Policy

    Whistleblower Procedure MPHI & MWPC  

    Whistleblower Procedure NSW   






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