Client Rights and Responsibilities

Own Body Mobile Health services recognises that our clients have certain rights to expect when receiving health care.  As an organisation we have adopted the Australian Charter of Health Care Rights.  

Own Body clients have the right to:

• Respect, Dignity & Non-Discrimination: Be treated with courtesy, dignity and respect at all times, regardless of your age, disability, gender, religion, cultural or linguistic background, sexual orientation, or beliefs. Identity, culture, values, and lifestyle choices will be valued and supported in all aspects of a client’s care. We uphold a client’s right to receive services free from discrimination or prejudice.
• Safe, High-Quality Care: Receive safe and high-quality care and services that meet a client’s individual needs. Own Body will provide professional, competent healthcare in a safe and comfortable environment. Clients have the right to services delivered with reasonable care and skill, and to be protected from harm. This includes the right to access supports free from abuse, neglect, exploitation or discrimination. We maintain strict policies to prevent any form of violence or abuse and to act immediately on any concerns for clients safety as detailed in a number of our internal policies.
• Informed Consent & Communication: Receive clear, understandable information about a client’s condition, treatment options, services and any fees involved, in a way they can understand. Our team will communicate with clients, and/or substitute decision-makers as appropriate, using plain language and, if needed, provide interpreter services, translated materials, or other communication aids to suit the client’s needs.  Clients will be informed about the purpose, benefits and risks of any proposed treatment, so that they can give informed consent. They also have the right to ask questions and have them answered fully before consenting to or declining any service.
• Person-Centred Involvement: Clients have the right to participate in all decisions about the services they receive and the goals of their therapy or services. Own Body will respect clients’ choices and preferences, including the right to accept or refuse any service or treatment, or change their mind about any service or treatment, without it adversely affecting how they are treated. We support a client’s right to make informed choices, even if that involves some personal risk. This concept is called the “dignity of risk.” With consent, a client can involve family members, unpaid carers or other substitute decision-makers in care planning. 
• Privacy & Confidentiality:  A client’s personal privacy will be respected and their health information kept confidential. Own Body Mobile Health Services complies with privacy laws and will protect  personal information and only use or disclose it with the client’s consent or as required by law and as per our Privacy Policy. A client has the right to be advised about our confidentiality policies in terms they can understand and to access their own health records and information about their care upon request, consistent with legal requirements. All consultations and records are handled with the utmost respect for client privacy.
• Cultural Safety & Inclusion: Receive care that is culturally safe and inclusive of a client’s background. We recognize and respect the cultural and linguistic diversity of our clients. We recognise that clients have the right to practice their culture, language and beliefs while receiving services, and to receive support that takes into account their cultural needs and preferences. Own Body Mobile Health Services will make reasonable adjustments to accommodate any disability or communication needs so that clients have equal access to our services.
• Advocacy & Support: Clients are entitled to have a support person or advocate of their choice involved in their care if they wish. They have the right to appoint a family member, friend, carer or independent advocate to assist, be present in meetings, or speak on a client’s behalf. Own Body Mobile Health Services will cooperate with a client’s chosen support person and ensure their right to advocacy is upheld (including providing information about advocacy services upon request).
• Feedback & Complaints: Clients are actively encouraged to voice their feedback, concerns or complaints about any aspect of their services without fear of retribution. They have the right to be listened to and taken seriously. Any complaint or grievance that is raised will be addressed fairly, promptly and in confidence. Own Body Mobile Health Services will work with a client to resolve issues and will not withdraw services unreasonably or treat a client differently because a complaint has been made.  Exercising their rights will not adversely affect the care the client receives.  A client also has the right to information on how to provide feedback or make a formal complaint to Own Body Mobile Health Services or external agencies and are provided with this information during onboarding
• Continuity & Access to Services: Expect timely, reliable service provision as agreed. Clients have the right to know what services will be provided, who will provide them, and when. Own Body Mobile Health Services will strive to ensure continuity of care (e.g. clients will be informed in advance if there are any changes to their scheduled appointments or care providers). Clients have the right to access services in a fair and equal manner – Own Body Mobile Health Services will not unjustly deny a client necessary care. 

In summary, Own Body Mobile Health Services pledges to uphold these rights in accordance with the NDIS Practice Standards, Aged Care Charter of Rights and  Australian charter of healthcare rights ensuring that each client is treated as a respected partner in their care journey.  We encourage our clients to speak up about their needs and expectations so we can deliver truly person-centred support.