Patient Charter

At National Wellbeing Transport (NWT), we are dedicated to providing safe, respectful, and compassionate mental health transport services across Victoria, Australia. Our patient charter is guided by national standards and Victorian healthcare laws to ensure you receive the best possible care.

What you can expect

Access

Health care that meets your needs

We are committed to delivering mental health transport services tailored to your unique circumstances.

Safety

Receive safe care that meets national standards

Our services comply with Australian safety and quality regulations, ensuring your well-being throughout your journey with us.

Be cared for in a way that makes you feel safe

We prioritise your physical and emotional safety, making sure that your environment is supportive and non-threatening.

Respect

Be treated with respect, dignity, and kindness

You will always be treated with the utmost compassion, respect, and sensitivity.

Have your culture, identity, beliefs, and choices recognised and respected

We honour and respect your individual background, beliefs, and choices, providing care that is culturally responsive.

Partnership

Be involved in decisions about your care, to the extent that you want to

You are encouraged to participate in decisions about your care as much or as little as you feel comfortable.

Have the people that you want to be included in your care

You have the right to involve your family, carers, or anyone else important to you in your care decisions.

We want you to feel empowered to ask questions and trust that you are in safe, capable hands from the moment you are in our care.

How can you assist

Information

Be provided with clear information about your condition and treatments

We ensure you have access to clear and comprehensive information about your health and the transport services we provide.

Be given assistance, if you need it, to help you understand information

If you need help to understand any aspect of your care, we will provide the necessary support.

Request access to your health information

You have the right to access your health records in accordance with Australian privacy laws.

Privacy

Have your personal privacy respected

Your privacy is paramount. We protect your personal information at all times.

Have information about you and your health kept secure and confidential

All health and personal information is handled in strict accordance with Victorian and Australian privacy regulations.

Give Feedback

Provide feedback or make a complaint about your experience

We value your feedback and are committed to continuously improving our services. You are encouraged to share your experiences, positive or negative.

Have your concerns addressed in a transparent and timely way

We will ensure any concerns are addressed openly and promptly, with clear communication throughout the process.

Your role in best care

To help us provide the highest level of care, we ask that you:

  • Treat our staff with respect

  • Actively participate in decisions about your care

  • Share information that will assist in your care

  • Provide feedback on your experience to help us improve

We are committed to ensuring that your journey with National Wellbeing Transport is safe, respectful, and aligned with your needs.