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Patient Rights, Inclusion & Feedback Policy

At HopeMedics, every patient deserves to feel safe, respected and supported in their care. Learn about your rights, the support available to you, and how to share feedback or raise a concern.

1. Our Commitment

HopeMedics is committed to providing respectful, safe and patient-centred care for every patient.


We aim to create a welcoming environment where patients feel heard, respected and supported in making decisions about their health.

2. Your Rights as a Patient

When receiving care at HopeMedics, you have the right to:

  • be treated with dignity, respect and courtesy;

  • receive care that is safe, appropriate and considerate of your individual needs;

  • be involved in decisions about your health, treatment and care;

  • receive information in a way that you can understand;

  • ask questions about your diagnosis, treatment options, risks, benefits and expected costs;

  • give or refuse consent to treatment, except where otherwise permitted or required by law;

  • seek a second opinion or ask to see another healthcare provider;

  • have your privacy and personal information handled appropriately;

  • access or request correction of your health information in accordance with our Privacy Policy;

  • receive care free from discrimination, harassment or unfair treatment; and

  • provide feedback or make a complaint without it affecting the care you receive.

3. Respectful and Inclusive Care

HopeMedics welcomes patients of all backgrounds, cultures, faiths, abilities, ages, sexual orientations, gender identities and family circumstances.


We are committed to providing culturally safe and respectful care for Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse communities, LGBTQIA+ patients, people with disability and all members of our community.


We acknowledge the Traditional Custodians of the land on which we operate and pay our respects to Elders past, present and emerging.

4. Communication and Accessibility

Please let our team know if you require support to communicate with us or attend your appointment.


This may include:

  • an interpreter;

  • hearing, speech or communication support;

  • mobility or accessibility assistance;

  • additional time during an appointment;

  • a support person, family member or carer; or

  • another reasonable adjustment.


We will discuss available arrangements with you and make reasonable efforts to support your needs.

5. Informed Consent and Shared Decision-Making

We believe patients should be involved in decisions about their care.


Your doctor will explain proposed tests, treatments, procedures or referrals in a way that supports you to make an informed decision. You are encouraged to ask questions and discuss any concerns, preferences, cultural considerations or treatment goals.


You may choose to accept, decline or seek further information about a proposed treatment, except where legal or urgent clinical circumstances require otherwise.

6. Privacy and Confidentiality

Your personal and health information is treated as confidential.


We collect, use, store and disclose information only where it is necessary for your care, where you have provided consent, or where we are required or permitted to do so by law.


Please refer to our Privacy Policy for more information about how we handle personal and health information.

7. Feedback and Complaints

We welcome feedback, including compliments, suggestions and concerns. Feedback helps us improve our services and patient experience.


You can raise a concern or make a complaint by contacting us:
Email: info@hopemedics.au
Address: Shop 118, 330 Gillies Street North, Wendouree VIC 3355


We will treat your concern respectfully, review the matter and respond as soon as reasonably practicable.


Making a complaint will not affect your access to appropriate care.

8. External Complaints

If you are not satisfied with our response, or would prefer to raise your concern externally, you may contact the Victorian Health Complaints Commissioner.


The Health Complaints Commissioner can assist with concerns about health services and the handling of health information in Victoria.

9. Policy Updates

We may update this policy from time to time to reflect changes to our services, patient needs or legal requirements.


The current version will always be available on our website.

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