Client’s Rights and Responsibilities

Our vision is to help improve the health and well-being of women in the Southern Metropolitan Region
We will provide our services courteously and sensitively, understanding that your health and wellbeing is determined by a range of factors that are often outside your control
We work with you to help you make informed decisions about your own health and wellbeing, decisions that fit your situation and your needs
We welcome all women, regardless of age, culture, religion, sexual preference, birthplace, language or socio-economic status

Be welcomed courteously and sensitively
Receive clear information about available services, from trained and experienced staff, to help you make decisions about your health care
Have someone of your choice present with you when you come to WHISE
Be actively involved in any decisions made about your future care and support Be referred to appropriate services, if WHISE cannot meet your needs
Have your privacy respected at all times, and your information recorded and stored securely and confidentially
Access to interpreter services and/or information translated into your own language
View your own client record
Refuse service from a particular WHISE worker, peer educator or student or request transfer to another WHISE worker
Have any complaint received, investigated and resolved fairly and honestly, if you are unhappy with our services; and the right to continuing service without discrimination because of the complaint
Have your individual needs (cultural, sexual, religious, social) respected at all times

Give us accurate and complete information about your circumstances, so that we provide advice that addresses your needs
Tell us if you do not understand what you have been told, and ask for further information
Be polite and courteous to staff and other clients
Respect the privacy of other clients and visitors to WHISE
Keep your appointment time, or let us know in advance if you cannot make the time, and we will make a new time with you
Understand that there will be times when the service you need is not available, either from WHISE or from another provider
Give us time to identify an alternative service or support for you, until your preferred choice is available

Work within the charter of client rights as set out above
Advise you about the privacy and confidentiality of your information
Make sure you receive clear verbal and written information about your rights
Make sure you receive information in your own language, if needed, either through interpreter services or written information
At all times try to make you feel welcomed, at ease, and reassured about your situation and your future care and support