Patient Information - CareFlight

Do you have a specific individual need when being transported?

Do you need an interpreter, special consideration regarding your disability, large print, easy read or audio information? If so, please contact us.

Your healthcare rights

While you are in the care of CareFlight we have a duty of care towards you. This means that your wellbeing is our highest consideration and that all treatment we give must be beneficial.

CareFlight has adopted the Australian Charter of Healthcare Rights, which describes what you, or someone you care for, can expect when receiving healthcare.

These rights apply to all people in all places where healthcare is provided in Australia.

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 suggestions

CareFlight welcomes your feedback. We use your compliments, complaints and suggestions to continuously improve the services we provide. 

You can provide your feedback through the following means:

  1. Emailing us on clinical-feedback@careflight.org
  2. Completing the online feedback form
  3. Asking a CareFlight staff member to submit feedback on your behalf

When you lodge feedback with CareFlight you will receive an acknowledgement within two business days. If your feedback relates to a complaint you may be asked to provide further information to enable investigation to occur. Please advise if you do not wish to be contacted.