Frequently Asked Questions

Below is a list of Upper Murray Health and Community Services’ frequently asked questions. Please browse on the list of questions and click on the links for answers on basic questions about UMHCS, our clients, and other services. If you cannot find the answers on the list, please contact us and we will be more than happy to help you.

Questions on Privacy

Question on Client Rights

Questions on Complaints and Compliments

Any problem is usually best solved at the point of service in the hospital. However, if you are not satisfied with the response to your complaint or you wish to take your concerns further, please contact the Office of Health Services Commissioner (OHSC). The OHSC provides a free and confidential service for anyone with a complaint about a health service provider in Victoria.

Office of the Health Services Commissioner
call: 1300 582 113
email: hsc@dhhs.vic.gov.au
visit: www.health.vic.gov.au/hsc/
Send a letter: Level 26, 570 Bourke Street Melbourne VIC 3000

Other Information

Questions on Privacy

Who Are We?
We are one of several health and community care services in your area, all working together in partnership to meet your health needs.

What Information Do We Collect about You?
We keep your name and contact details on your consumer record. Other details such as your care plan and information about your health are recorded each time you visit.

Why Do We Collect Your Information?
The information we collect helps us to keep up-to-date details about your needs, so we can care for you in the best possible way. We also use the information to better manage and plan this service.

Who Else Sees Your Information?
Your information can only be seen by the professionals in this service involved in your care. Otherwise, we only release information about you if you agree or if required by law, such as in a medical emergency.

What Say Do You Have in What Happens to Your Information?
You have a say in what happens to your information. We rely on the information you
give us to help provide the right care for you. If you decide not to share some of your information or restrict access to your consumer record, this is your right, but it may affect our ability to provide you with the best possible services. Talk to us if you wish to change or cancel your consent.

How Will Your Information Be Protected?
We are committed to protecting the confidentiality of your record. The privacy of
your information is also protected by law. We treat your information in the strictest confidence and store it securely.

Can You Access Your Information?
Yes, you have a right to request access to your information and to ask for it to be corrected if necessary.

Back to Top

Question on Client Rights

What are the rights of the patients?

As someone who uses Upper Murray Health & Community Services, you have the following rights:

The right to respect, dignity and consideration for privacy:
As far as possible this health service will provide care and treatment in surroundings that allow privacy. You will be treated in a manner that respects your individuality. You are also expected to treat hospital staff with respect and consideration.

The right to be assessed for access to services without discrimination:
Your access to services should be decided on the basis of your assessed need. Services should be provided when you need them and as you need them.

The right to appeal your service:
If you are not satisfied with the services you have received you have a right to appeal this. If you are not satisfied with your service, please inform your service coordinator or contact reception who will pass on your feedback. As well as making choices about the service you want, you also have the right to refuse a service.

The right to be informed:
You have a right to know which services are available, so that you can make your own decisions. Each service provider can give you information about the services they provide, any costs involved and your rights and responsibilities. If you need a service but cannot afford it, please let us know. You will not be denied a service just because you are unable to pay.

The right to an advocate of your choice:
If you want you can also involve an advocate who will act on your behalf. The local Consumer Health Advocate can be contacted on (02) 6076 2507.

Back to Top

Questions on Complaints and Compliments

What should I do if I have complaints or compliments?
Patients, clients, relatives and community members are encouraged to make written or verbal communications for improvement, which will be dealt with promptly, with respect and without discrimination. We encourage you to inform us as soon as possible.

Who can I contact to make a complaint?

  • Any member of our health care team
  • Any supervisor or team manager
  • The CE/DON (Chief Executive/ Director of Nursing) in writing at: UMHCS, Reply Paid Corryong VIC 3707 (free of charge to you)  or email maxineb@umhcs.vic.gov.au
  • You can also download the Comments and Complaints Form at the page of this website.

Back to Top

Other Information

Are volunteers welcome to apply?
UMHCS welcomes volunteers in a number of areas. These include meals on wheels, community transport, day care, seniors program, Food Bank, Gym, gardening and visiting our many residents. Volunteers play a vital role in some areas of service provision. Volunteer contribution of time and effort is valued and appreciated. Please phone reception for more information.

What is Disability Advocacy & Information Service?
The aim of the Disability Advocacy and Information Service is to promote positive changes in the lives of people with a disability and their carers. DAIS provides individual advocacy, systematic advocacy, community education, training, support group development and other services and items of interest. DAIS can be contacted on (02) 6056 2420.

Do you have Interpreter Services?
UMHCS has access to VITS Language Link Telephone and Multilingual Information Service through the Department of Human Services. Please do not hesitate to tell staff if you need an interpreter.

What is National Relay Service?
The National Relay Service is an Australia wide telephone access service provided for people who are deaf or who have a hearing or speech impairment. It is also available to anyone who is wanting to call a person with a hearing or speech impairment. The National Relay Service is available to everyone at no additional cost. You can reach them by:

  • Phone 1800555660
  • TTY/Voice: 133677
  • Speak and Listen: 1300555727
  • SMS: 04165001350
  • Fax: 1800555690
  • Visit their website at www.relayservice.com.au.

Back to Top

Have Questions? Please contact us today