Safety first
Infection control
- Hand hygiene – Our staff are trained in the 5 moments of hand hygiene (before touching a patient, before a procedure, after a procedure, after touching a patient, after touching a patient’s environment) and our clinics and day surgeries undergo regular auditing of these moments.
- Safeguards – Additional safeguards have been implemented where possible (e.g. splashguards installed on slit lamps).
- Face masks – Where recommended by state jurisdictions, masks are worn by staff, patients, carers and other visitors to the facility.
- Check-in process – We continue to screen for respiratory symptoms associated with Covid-19.
- Regular cleaning – We frequently disinfect all surfaces in our waiting rooms, consulting rooms and reception areas throughout the day and clean our clinics daily.
Emotional safety and wellbeing
- Respect – Our staff will treat patients and carers with respect and courtesy at all times.
- Confidentiality – We will respect the privacy of patients and maintain patient confidentiality at all times.
- Informed decisions – We will empower patients to make informed decisions about their care by providing the relevant information. Patients and carers are encouraged to ask questions and/or request more information as necessary (the potential benefits and risks of any medical or surgical procedure that has been discussed).
- Complaints – Any complaints will be investigated in a respectful, timely and confidential manner, and we will update our quality and safety processes where appropriate.
Commitment to quality
- We implement a patient-centred care approach to improve the healthcare experience and outcomes for our patients.
- We train all staff and ensure they are aware of their roles, responsibilities and accountabilities with regard to quality and safety.
- We are guided by and abide by a strong values set. Your health, well-being and safety matters to us, so we prioritise it at every step of your care.
- We regularly review all aspects of our services relating to quality and safety.
How you can help
You can contribute to the safe and comfortable environment at our clinics and day surgeries by:
Staying home if you are unwell with respiratory symptoms.
Reading and following all information on the external signage at our facilities.
Cleaning your hands with the supplied sanitiser when you arrive.
Waiting patiently. We try our best to minimise waiting times – however, sometimes delays are unavoidable. We thank you for your patience and understanding.
Treating staff with respect. Our staff treat patients and carers with respect and courtesy. We ask you do the same for us.
Giving us your feedback. All patient feedback, suggestions and complaints are taken seriously and reviewed internally, with further action where appropriate.
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