BUSHkids is committed to giving you quality services which respect your rights as an individual and support the partnership that exists between you, your child and the therapist.
The following statements attempt to give a clear outline of the understandings that guide that partnership.
You have a right to:
- services provided with respect, dignity and consideration
- information regarding the types of programs or services that will be provided
- services that are free from discrimination
- have your personal information kept private and confidential, except where there is a risk of serious harm to self or others
- consent before services begin
- services that take into account your cultural and social needs
- give a compliment or make a complaint
- fair and timely investigation of complaints
- access to an interpreter
- access files or data held, according to BUSHkids Privacy and Confidentiality Policy and Procedure
We want to make sure that you get the best possible services from us. To help us accomplish this, please:
- Provide staff with as much information as possible so that we can provide the most appropriate and effective service for you.
- Tell staff if someone else is treating your child for the same problem.
- Be on time for appointments.
- Advise us if you are unable to keep an appointment .
- Advise us when your contact details change.
- Follow through with the home programs or other work the therapist has developed for your child.
- Treat all people you meet in the Centre (staff, children, parents, volunteers and others) with the care, dignity and consideration we all deserve and you would expect for yourself.
These rights and responsibilities will be discussed with you at the time of admission to services.
Parents/carers must supervise their children at all times and remain within the Centre during all appointments.
Please note – unacceptable behaviour by yourself or your child, likely to cause nuisance or injury to others shall entitle a staff member to ask you to leave the Centre.
We welcome your feedback, it enables us to continue to improve our services, as well as telling us when we are doing well. Whether you wish to compliment our services, or are unhappy with any part of the services:
- Tell the member of the team who is working with you and your child; or
- Complete the online Feedback form – click here
- Contact our Brisbane office direct on 3870 7288 or via firstname.lastname@example.org
If you wish to make a complaint, please remember – your complaint is important to us and will be taken seriously. It will not negatively affect the services you have been offered, it will be investigated in a full and timely manner, and, contact will be made with you throughout the resolution process.
In the Reception area of all our Centres, a Complaints Procedure poster is on public view for your information. The Centre staff will help you follow the steps involved in placing a formal complaint should you wish to do so.
Further details on the Complaints Process is available here
External Support Services
For external complaints support:
- Office of the Health Ombudsman Queensland’s health service complaints agency – 133 646
- Queensland Human Rights Commission (previously Anti-Discrimination Commission Queensland) – 1300 130 670
For external advocacy / support services:
- Carers Queensland Providing specialised carer, aged and disability support services – 1800 242 636
- Queensland Advocacy Incorporated (QAI) An independent advocacy organisation for people with disability – 1300 130 582
- Family and Child Connect Help with a range of family and parenting challenges, advice and support specific to your situation – 13 32 64
- Parentline Free professional counselling and support for parents and carers of children – 1300 30 1300