Patient Information - CareFlight

Partnering with Consumers

CareFlight is committed to the delivery of safe and high-quality patient centered healthcare. We recognise that the provision of patient centered healthcare requires a commitment to a partnership between patients, clinicians, families, and carers. The CareFlight Healthcare statement reflects CareFlight’s commitment to this partnership, and the additional requirements required to support the provision of excellence in clinical care.

Working Together – Everyone’s rights and responsibilities 

While you are in our care, our staff enter into a healthcare partnership with you. This partnership means that both you and our staff have rights and responsibilities.  

The CareFlight “Working Together” poster outlines your rights and responsibilities while our staff work with you to meet your healthcare goals. 

The seven rights outlined on the CareFlight Working Together Poster align with the Australian Commission on Safety and Quality in the Australian Charter of Healthcare Rights. This Charter describes what consumers, or someone they care for, can expect when receiving health care in Australia. 

Additionally, the poster highlights our “Please Ask Me” initiative.  This initiative is important, as it is a request from our clinicians to speak up if you feel unsafe, see something unsafe, or have any questions relating to your care, or the care of the person you are with. 

Finally, your feedback is important to us.  The poster advises you on the ways that you can submit feedback. 

                   

Patient information leaflets (PILs)

CareFlight has developed PILs, which are leaflets containing specific information about medical conditions and transport requirements linked to our retrieval service. The following leaflets are available:

We are constantly updating these leaflets, so check each time for the latest ones.

Infection control and our aircraft

You may have heard about hospital acquired infections (HAIs). CareFlight brings a hospital level of care to you in our retrieval service, and infections (germs) can be transmitted while on your journey with us. CareFlight does transport infectious patients (about 2% of all our missions include transporting infectious patients). We have developed specific protocols based on international best practice when transporting such patients and apply special aircraft specific decontamination processes after each transport. These processes decrease the chance of disease transmission.

As hand hygiene is the single most important factor in reducing transmission of germs, all staff have access to hand rub to help prevent transmission of germs. We recommend that you use it as well: please ask your clinical staff if you cannot see the hand rub available for your use. Bottles of hand rub should be located in all patient care areas of CareFlight including road vehicles, all aircraft and loading/staging areas.

Feedback – Compliments, complaints and comments

We value receiving your compliments, comments and complaints, so that we can continue to monitor, evaluate and improve our services to ensure that we continue to deliver the highest quality of care to you. 

Any person can provide feedback on a CareFlight service, including:

  • the patient/consumer
  • a parent, guardian or carer
  • an advocate – this may be a relative, friend or representative chosen by the person
  • a non-CareFlight clinician 

You can provide your feedback through the following means:

  1. By clicking HERE to be taken to the online feedback form 
  2. Emailing us on clinical-feedback@careflight.org
  3. Scanning the QR code on a CareFlight Working Together Poster
  4. Asking a CareFlight staff member to submit feedback on your behalf

If you have indicated that you would like to be contacted by CareFlight in relation to your complaint, you will be sent an acknowledgement within two working days of CareFlight receiving your complaint. The complaint will then be investigated according to our Clinical Incident, Complaint and Feedback Procedure. Further information may be requested from you to support the investigation.  The duration of the investigation will generally depend on how serious the issue is and the type of investigation required. CareFlight aims to have all complaints resolved within 30 working days. At the conclusion of the investigation, you will be provided with the outcome. 

CareFlight investigates all complaints to the best of our ability regardless of anonymity of the person submitting it. 

Advocacy 

If you are making a complaint, you can engage an advocate to assist you and speak on your behalf. An advocate may be a family member, a cultural liaison, friend or a health professional such as a family GP.

Please advise CareFlight when an advocate is used to ensure that we do not violate anyone’s privacy. We may request documentation to support this.