Know your rights
Your Healthcare Rights
You have rights when it comes to your healthcare in Tasmania.
The Australian Charter of Healthcare Rights explains what you can expect when you use health services in Tasmania, including hospitals, GP clinics, community health services and telehealth.
The rights in the Charter can help you, your family, and health workers understand how to work together for the best possible care. They can also help you understand what might have gone wrong if something felt off with your healthcare.
This website explains what each right is, what it can look like in ‘real-life’ and what sort of things could go wrong.
How to use this page
This page is here to help you understand your healthcare rights and what they can look like in everyday situations. Each section explains one right from the Australian Charter of Healthcare Rights, with simple examples and short stories showing how that right can work well and what it might look like when something goes wrong.
You can read the page from start to finish or jump to the right that matters most to you. If something in a story feels familiar, it may help you understand what went wrong and what should have happened instead. You can also use this information to ask questions, speak up about your care, or get support if you’re concerned about how you’ve been treated.
When we refer to a ‘breach’ of a right, we mean that the right may not have been met as described in the Australian Charter of Healthcare Rights.
You have the right to get the health care you need.
You should be able to get care you need within a reasonable time.
Services should be available and suitable for your needs.
Examples:
All medical and health facilities in Tasmania should be wheelchair accessible, unless they have an exemption.
If you live on the West Coast of Tasmania, you might be offered access to specialist care through telehealth appointments with the Royal Hobart Hospital, reducing the need for long travel.
If you live rurally, like the Tasman Peninsula or Flinders Island, you are eligible for PTAS (Patient Travel Assistance Scheme) which subsidises costs of fuel, air travel and/or accommodation, when they need ongoing treatment (e.g. chemotherapy).
Scenario: When Access Falls Through the Cracks
Mara lives in a small rural town and has managed chronic asthma for years. She has made an asthma action plan with her local GP that says she should seek medical help quickly if her breathing worsens. One afternoon, when her chest tightens and she becomes short of breath, she calls the GP clinic, which is also the only health service in town.
The receptionist tells her the clinic is fully booked for the next few weeks. Mara explains her symptoms and mentions her action plan, expecting someone to assess how urgent it is. Instead, she is told to “go to Hobart if it gets worse.” No nurse callback, telehealth appointment, or other option is offered, even though Mara thought these were meant to be part of her plan’s options.
Hobart is two hours away, and Mara doesn’t feel safe driving that far while struggling to breathe. She hangs up and tries to manage at home with her inhaler. Overnight, her symptoms worsen, and by morning she is exhausted and frightened. She calls an ambulance and is admitted to hospital. A nurse later tells her gently, “You should have come in sooner.”
What went wrong
This is a breach of the Access right because Mara was not offered care in an appropriate timeframe or given reasonable alternatives to access care when she needed it.
What should have happened
When Mara explained her symptoms and asthma action plan, the clinic should have assessed urgency and offered alternatives, such as a same day nurse review, a clinician callback, a telehealth appointment, or help arranging timely care closer to home or even a referral to the health direct phone line. This would have supported early treatment and reduced the risk of her condition worsening.
You have the right to safe, high quality care.
Care must meet national safety and quality standards.
You should be cared for in an environment where you feel safe.
Examples:
Tasmanian public hospitals have many standard procedures such as medication checks, infection prevention practices, and clear clinical handover to reduce the risk of harm.
A child health centre might have a quiet sensory area, sunflower signs (invisible disability awareness) and a policy to train staff about the needs of neurodiverse children.
Scenario 1: When Safety Isn’t Taken Seriously
Tia arrives at the outpatient clinic for a routine wound check after surgery. The waiting room is crowded, and she notices several staff rushing between rooms. When her name is called, the nurse seems stressed. “Sorry you’ve had to wait, we are so busy today,” the nurse says. “Luckily this won’t take long”.
Halfway through her wound check, Tia thinks that the nurse might be using the wrong dressing, one Tia is allergic to. She feels bad, not wanting to be difficult, but decides to bring it up. The nurse dismisses her concern: “This is the one we normally use.” Tia trusts the nurse’s judgement, but it turns out it was the wrong dressing. She ends up with a painful reaction that delays her recovery.
Later, she is told by the practice manager, “We were under pressure that day.” Tia knows that, but she also knows her medical records should have been checked properly, and she should never have been put at risk.
What went wrong
This is a breach of the Safety right because care did not meet national safety and quality standards designed to prevent harm, including checking allergies and following correct wound care procedures.
What should have happened
Staff should have checked Tia’s medical records and allergy information before starting the wound care and taken her concern seriously when she raised it.
Scenario 2: When Psychosocial Safety Is Not Protected
Alex, a transgender man, arrives at an outpatient clinic for an orthopaedic follow-up appointment. He’s been anxious about coming, but his last visit went well, and he’s hoping today will, too. At the reception desk, he gives his Medicare card. The receptionist looks at the card, then at Alex, and pauses.
“Is this… really you?” she asks loudly. A few people in the waiting room look up. Alex quietly explains, “Yes, that’s my legal name, but I go by Alex. My GP sent through the correct details.” The receptionist sighs. “Well, it would be easier for everyone if you just updated it properly.”
He hears her using the wrong name and pronoun while checking him in with other staff. Alex feels his chest tighten. When he finally sees the clinician, they start by saying, “You look stressed, did something happen?”
Alex wants to explain, but he’s afraid of being dismissed or not taken seriously. Instead, he shrugs and says, “Just a long day.” He spends the rest of the appointment feeling unsafe and guarded, unable to talk openly about what he needs. When he leaves, he considers cancelling the next appointment altogether.
What went wrong
This is a breach of the Safety right because Alex was not cared for in an environment where he felt emotionally and psychologically safe.
What should have happened
Reception staff should have used Alex’s correct name and pronouns, spoken discreetly, and handled his information respectfully. Creating a culturally safe and inclusive environment would have allowed Alex to feel secure and engage openly in his care.
You have the right to be treated with dignity and respect.
Your culture, identity, beliefs and choices must be recognised and respected.
You should be treated as an individual, not just a patient.
Examples:
An Aboriginal person might be offered support from an Aboriginal Health Liaison Officer as part of their care at the Royal Hobart Hospital, ensuring cultural identity and needs are recognised and respected during care.
A midwife at the Launceston Birth Centre takes the time to listen to an expectant father detailing the labouring mother’s birth plan even though they have arrived in later stages of labour.
Scenario: When Someone Doesn’t Feel Seen
Arun goes to the hospital for treatment for a painful stomach condition. English isn’t his first language and although normally he gets by with his level of English just fine in his work and everyday life, he brings his teenage daughter to help make sure he has understood everything.
But when he gets called in, the doctor barely makes eye contact with him. Every question is directed at his daughter straight away. He doesn’t even ask what his level of English is or if he needs an interpreter:
“Tell him to lie down.”
“Ask him where the pain is.”
Arun tries to speak for himself, but the doctor rushes on, talking quickly and not checking whether he understands. He leaves feeling invisible, embarrassed, and unsure of what the plan is.
What went wrong
This is a breach of the Respect right because Arun was not treated as an individual or spoken to directly, and his dignity and right to be involved in his own care were not upheld.
What should have happened
The doctor should have addressed Arun directly, spoken at a pace he could follow, and checked his understanding throughout the appointment. A professional interpreter should have been offered instead of relying on his daughter, ensuring Arun was respected, included, and able to understand and participate in decisions about his care.
You have the right to be involved in your care.
You can ask questions and expect open and honest communication.
You can make decisions with your healthcare provider, to the extent that you choose.
You can involve the people you want (family, friends, carers) in decisions.
Examples:
Someone managing a long-term condition such as diabetes works with their GP and community health team to co-design a care plan that fits their daily life, work, and family responsibilities.
Parents of a child receiving care through Child Health and Parenting Services are actively involved in decisions about a child’s vaccination schedule.
A sixteen-your-old child chooses to being their closest friend, rather than a parent to a sexual health appointment they feel very nervous about.
Scenario 1: When Decisions Happen About Someone, Not With Them
Rick has been working with his diabetes care team for months. He attends all his appointments and knows his body well. At his latest review, he learns that his treatment schedule is being changed significantly.
“No one told me,” Rick says, surprised.
“Oh, it’s a new evidence-based protocol,” the doctor replies. “Research has shown that this is the best plan for people with your condition.” Rick tries to ask questions. He has concerns about how the changes will affect his work schedule and energy levels, but the appointment ends quickly. He walks out feeling sidelined from his own care.
What went wrong
This is a breach of the Partnership right because Rick was not involved in decisions about his care or given the opportunity to discuss how changes would affect his life.
What should have happened
The clinician should have explained the proposed changes, invited Rick’s questions, and discussed how the new plan might affect his work and wellbeing. Decisions should have been made with Rick, taking into account his experience, preferences, and circumstances.
Scenario 2: When Support Is Not Allowed
Jamie has been managing ongoing headaches for months and finally has a specialist appointment at the hospital. He’s nervous, he lives with anxiety and medical settings are particularly difficult. He’s asked his sister, who is also his main support person, to come with him.
At the checkin desk, the staff member shakes her head. “Only patients can go through today,” she says. Jamie explains quietly, “I really need her with me. I find it hard to understand information when I’m stressed.” The staff member sighs. “Sorry, it’s just our policy. If everyone brought someone, we’d have no room.”
Jamie walks into the consultation room alone. The specialist is kind, but Jamie begins to shut down. By the end, Jamie is confused about the diagnosis and unclear about what he’s supposed to do next. He leaves feeling defeated and ashamed for not speaking up more, even though he knows the appointment would have gone very differently if his sister had been allowed in.
What went wrong
This is a breach of the Partnership right because Jamie was not supported to have a person of his choice involved in his care, despite explaining why this support was important. There was no clear justifiable reason given for Jamie not to have a support person.
What should have happened
Staff should have allowed Jamie’s sister to attend the appointment or explored alternative ways to support him, such as adjusting the consultation or checking his understanding throughout. Supporting a patient’s chosen support person helps ensure they can participate meaningfully in decisions about their care.
You have the right to clear information about your health and care.
You should receive information in a way you can understand.
You should be told about tests, treatments, benefits, risks, waiting times and costs.
You can access your own health information.
You must be told if something goes wrong during your care.
Examples:
Before surgery at the hospital you should be provided with clear explanations of risks, benefits, and alternatives, using plain language and written materials.
If English is not your first language, an interpreter should be offered and, if needed, arranged to ensure they fully understand their diagnosis and treatment options.
You should be able to request medical information from you GP practice to be uploaded into My Health Record.
After a medication error, staff should promptly inform you of what happened, apologise, explain the health impact and next steps, and invite the patient to ask questions and be involved in followup care.
Scenario: When Information Is Not Accessible
Nina lives in a small rural community where mobile reception is unreliable and internet access often drops out. She attends a community physiotherapy clinic for a new pain management program. The physiotherapist explains that all of Nina’s exercises, instructions, and progress notes are stored in a physiotherapy app, which makes it easier for staff to review her care.
“It’s all in the app,” the physio says. “You’ll find everything you need there.”
Nina is willing to give it a go. She mentions that internet access at home can be difficult, but she doesn’t want to seem difficult or behind. When she tries to open the app before leaving, it won’t load properly. She feels embarrassed fumbling with her phone while the physio waits, and eventually says, “I’ll sort it out later.”
At home, the app still won’t work, and she can’t remember all the exercises or how often she’s meant to do them. There’s no printed plan, and she doesn’t know who to contact for help. After a few days, Nina stops trying, worried she’s doing it wrong. The information exists, but it isn’t accessible or usable for her.
What went wrong
This is a breach of the Information right because Nina was not given information in a way she could access or understand, despite known barriers to digital access.
What should have happened
The physiotherapist should have provided Nina’s plan in an accessible format, such as printed instructions or a clear verbal walkthrough, and checked that she could use the app before relying on it. Information should be shared in ways that work for the person, not just the system.
You have the right to keep your personal information private.
Your privacy must be respected during your care.
Your health information must be stored securely and kept confidential.
Examples:
You are in a pharmacy and have questions about a medication which you are taking, which you want to ask in private. You are offered to go into a consultation room with the pharmacist.
Electronic health records are accessed only by authorised staff directly involved in your care.
Scenario 1: When Confidentiality Slips
Sophie arrives at the local physiotherapy clinic for her appointment. As she checks in, she hears the receptionist, who she knows through her child’s sports club, discussing another patient’s medical history on the phone, loudly enough for the whole waiting room to hear.
During her own appointment, the same receptionist, asks the physiotherapist to come in to get something from the consultation room. The receptionist glances at the screen which has Sophie’s file open and comments: “Oh, you’re here for that injury again. I have never seen someone take so long to heal from this type of injury, you poor thing. How are you coping with the children?” Sophie feels exposed and uncomfortable. While this was not meant maliciously, she expected her health information would be kept private, not shared casually in front of others.
What went wrong
This is a breach of the Privacy right because Sophie’s personal health information was not handled confidentially and was shared in ways that could be overheard or seen by others.
What should have happened
Reception staff should have spoken quietly and ensured private conversations could not be overheard in the waiting area. During Sophie’s appointment, her health records should have been kept secure and out of view of others, with staff accessing and discussing her information only when necessary and in private.
Scenario 2: When Privacy Is Not Respected
Ella has visited the Royal Hobart hospital emergency department for severe pelvic pain and ongoing menstruation problems. She is called through to an area where there are curtained booths, and it is busy. When the emergency doctor walks over to her booth, she says loudly, “Ella, you’re here about the pelvic pain?” Several people nearby look up. Ella feels her face flush and keeps her eyes on the floor as the nurse pulls the curtain.
Now the doctor starts asking the questions about her condition, some of which are very personal. Ella can hear voices outside the curtain and worries others might hear her answers. She keeps her responses short, avoiding details she would normally share. She came for help, but without privacy, she doesn’t feel safe enough to speak openly about what’s really going on.
What went wrong
This is a breach of the Privacy right because Ella’s care was not provided in a way that protected her physical and personal privacy.
What should have happened
Staff should have spoken discreetly before entering the booth and ensured as much privacy as possible to ask personal questions. Providing a private environment would have allowed Ella to feel safe, respected, and able to speak openly about her health concerns.
You have the right to speak up about your care.
You can give feedback or make a complaint without being treated differently.
Your concerns should be taken seriously and responded to in a timely, transparent way.
Examples:
After discharge from your hospital stay, you choose to provide feedback or make a complaint through Tasmanian Health Service feedback channels without fear of it affecting future care.
You feel uncomfortable with the way your new GP performed a medical procedure you have had before. You raise the concern and tell them how it had been done before by your previous GP which worked better for you. The new GP listened and acknowledged your feedback and changed the way they did the procedure for you.
Scenario – When People Don’t Feel Safe to Speak Up
Carlos has been receiving good care in hospital, but one nurse has repeatedly spoken to him in a dismissive and impatient tone. It’s making his stay stressful.
He asks how to give feedback, but another staff member quietly warns him, “I’d just leave it. It might make things awkward.”
Carlos doesn’t want problems or backlash while he’s still an inpatient, so he stays silent even though the behaviour continues. Instead of being offered a safe way to speak up, he felt discouraged from giving feedback at all.
What went wrong
This is a breach of the Give Feedback right because Carlos was discouraged from raising concerns and did not feel safe to provide feedback without fear of negative consequences.
What should have happened
Staff should have explained how Carlos could provide feedback safely and reassured him that raising concerns would not affect his care. Patients should be supported and encouraged to speak up, with clear processes in place to listen to feedback and respond respectfully.