We have adopted the Australian Charter of Healthcare Rights. The Charter describes the rights of patients, families and carers in every healthcare setting across Australia. It is published by the Australian Commission on Safety and Quality in Health Care, and is available in 17 languages and in Braille and audio versions.
These rights apply to everyone who comes to us, whether for pharmacotherapy, for take-home naloxone, or for any other service at the counter.
Your rights
Consistent with the Charter, as our patient you have the right to:
- Receive care that meets your needs. Take-home naloxone is supplied free, and we will always be honest with you about any costs before you commit to anything.
- Considerate, quality, respectful and safe care, regardless of (but not limited to) your ethnicity, faith, socio-economic circumstance, sexual orientation, gender identity, ability, body, migration status, age, or Aboriginal and/or Torres Strait Islander heritage.
- Clear, easy-to-understand information about your care, your condition, your treatment options, the expected outcomes, side effects and costs.
- Have your privacy and confidentiality respected. Information about you is shared only with your treating prescriber and, where relevant, a previous dispensing pharmacy. See our privacy page.
- Make suggestions, give feedback and ask questions about your care, without it affecting the way you are treated. See feedback and complaints.
- Have someone represent you, including an external advocacy group.
- Access an interpreter if you need one, free of charge, through TIS National, or in one of the ten languages spoken at our counter.
Your responsibilities
As our patient, you have a responsibility to:
- Be considerate and respectful of all staff, other patients and visitors. Everyone has the right to feel safe at the pharmacy.
- Give us enough information to provide good care, including your medicines, your health history, and changes such as a missed dose, travel, a new prescription, a hospital stay or a pregnancy.
- Respect the privacy of other patients at the counter.
- Be involved in decisions about your care, and ask for more information whenever something is unclear. There is no wrong question.
- Follow your treatment plan, or tell us if you are not going to, so we can keep you safe.
- Observe safety procedures while you are at the pharmacy.
- Let us know as early as you can if something will get in the way of attending for a dose.
Aggressive or violent behaviour towards our staff or other patients is not acceptable and will not be tolerated. We act on every incident, so the pharmacy stays safe for everyone.
Our staff's rights and responsibilities
Our staff are responsible for:
- Informing you of your rights and responsibilities.
- Helping you to exercise those rights.
- Complying with the law, regulations and professional standards in every contact with you.
Our staff also have the right to:
- Be treated with respect and courtesy.
- Attend to other patients first if you arrive late.
- Refuse or pause a service for anyone who abuses or threatens staff, other patients, or themselves.
- Be given accurate information about your health and medicines that may affect your treatment.
An inclusive service
Priceline Pharmacy Sunshine Marketplace is committed to providing an inclusive, accessible and judgment-free environment where people and communities of all identities and backgrounds, including but not limited to ethnicity, faith, socio-economic circumstance, sexual orientation, gender identity, ability, bodies, migration status, age, and Aboriginal and Torres Strait Islander descent, are accepted, safe and celebrated.
If you feel you have not been treated in line with these rights, please tell us. Phone the pharmacy on 03 9364 7133, or use the feedback and complaints page. Raising a concern will never affect your care.