HAVE YOUR SAY

  • If you have feedback about any of our services within South Australia or the Northern Territory, please tell us. 

    Feedback from communities, carers, donors, partners, patients, visitors and volunteers is always welcome.  

    CLICK HERE FOR FEEDBACK FORM

    Alternatively, you can email our Feedback Management Team: feedback@flyingdoctor.net

  • Feedback about patient experience helps to improve the quality of our health and care services.  Learning from our patients is very valuable.  Please let us know about your experience by doing this short survey.

    CLICK HERE FOR PATIENT EXPERIENCE SURVEY

  • All feedback received is logged within two business days by our Feedback Management Team, who then triage the feedback via the following:

    • Compliments 😊 are warmly shared with relevant staff and their leaders.

    • Comments are considered accordingly.

    • Complaints😞 are escalated to relevant departmental leaders for investigation.

    All feedback providing a name and contact details will be acknowledged within five business days with appropriate details about the status of your feedback.

    Anonymous feedback will be triaged without reply.

    We aim to resolve and close feedback administration within 30 business days. If your matter is unresolved by that time, we will communicate with you regarding further issues and the expected extended timeline.

    If you are unsatisfied with the process at any time, you are welcome to get in touch with the Health and Community Services Complaints Commissioner:

    South Australia

    Website: https://www.hcscc.sa.gov.au/

    Email: info@hcscc.sa.gov.au

    Phone: (08) 7117 9313
    Freecall: 1800 232 007

    Northern Territory

    Website: https://hcscc.nt.gov.au/

    Email: hcscc@nt.gov.au

    Phone: (08) 8999 1969
    Freecall: 1800 004 474

    For more information about healthcare complaints, please visit: https://www.safetyandquality.gov.au/consumers/information-about-healthcare-complaints

  • At the RFDS, we love the ingenious ways our communities solve problems. If you have an idea for how we could improve – in any area of our work – please tell us.

    CLICK HERE

PATIENT RIGHTS & RESPONSIBILITIES

  • You have the right to access healthcare services and treatment that meets your needs.

     

    The RFDS will support you to access services that meet your needs.

     

    It is your responsibility to tell us about your health needs by answering our questions fully and honestly.

  • You have the right to be cared for in an environment that is safe and makes you feel safe.

     

    The RFDS will provide you with high quality health care in an environment that meets clinically safe standards.

     

    The RFDS will provide care that is safe from harassment or discrimination, and where your legal and human rights are upheld.

     

    It is your responsibility to behave in a way that is respectful of our staff and to tell us if you feel unsafe or disrespected.

  • You have the right to receive healthcare that recognises and respects your culture, identity and beliefs.

     

    The RFDS will respect your dignity, which includes respecting your culture, identity, beliefs and choices.

     

    It is your responsibility to be considerate of others; swearing, threats, acts of violence or verbal abuse towards other patients, visitors or staff are unacceptable.

  • You have the right to be given information about your health condition, your treatment options and if any complications regarding your care have occurred.

     

    The RFDS will give you information about your care that is:

    • timely

    • easy for you to understand

    • helps you make informed decisions

     

    It is your responsibility to provide honest information about your health and tell us if you don’t understand.

  • You have the right to be treated as an equal partner in your health care.

     

    The RFDS will talk to you about your health and care needs openly and honestly.

     

    It is your responsibility to ask the questions you need to make decisions; this includes asking for people you trust to participate in communications about your health and participation in decision making.  You can give - or not give - your consent at any time.

  • You have the right to have the privacy of your personal information respected and protected.

     

    The RFDS will keep your personal and medical information secure and confidential.

     

    It is your responsibility to sign consent forms and inform staff of who needs to have access to your health information.

  • You have the right to provide feedback or make a complaint without fear that you will lose access to services.

     

    The RFDS will make it easy and safe to give feedback and will be responsive and respectful to feedback it receives.  

     

    It is your responsibility to share your experience of services.