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Person-Centred Care

Person-centred care

At St Vincent’s Hospital Sydney, we believe that working with patients and their families is the key to providing exceptional healthcare. This philosophy is called person-centred care. It means that we involve you in planning and delivering your care, so we can meet your individual needs and preferences.

In providing person-centred care we:

  • recognise that each patient and family is different
  • help you and your family develop healthcare skills and knowledge
  • support you and your family to make decisions about your care
  • respect your choices, values, beliefs and culture.

We hope you will:

  • ask any questions about your care and treatment
  • tell us about any concerns you have
  • get involved in your care, as much as you'd like
  • tell us if you have any special requests for your care and treatment
  • tell us who you want to visit you and when
  • take part in nursing handover and medical rounds
  • tell us what we're doing well and what we could be doing better.

Do you have concerns about a patient?

As a patient or a family member/friend of a patient, if you are worried about a recent change in your condition or the condition of your family member/friend, you can raise any concerns you have at any time of day or night.

Click here  for information about how to raise any concerns.

Your rights and responsibilities

St Vincent’s is a proponent of the Australian National Charter of Healthcare Rights (in English and other languages) and is committed to providing quality patient care. As our patient you have the right to:


  • appropriate care including using other facilities, if needed.
  • your whole of treatment needs.
  • a second opinion on your clinical treatment, if you request.
  • advice pertaining to the NSW Isolated Patients Travel and Accommodation Assistance Scheme (IPTAAS) if required. IPTAAS provides some financial assistance to those who need to travel more than 100kms one way to the nearest appropriate specialists.  For further information telephone (02) 8382 2213.
  • support to meet your spiritual and religious needs.


  • safe and high quality healthcare
  • understand the treatment you are receiving and participate in existing patient safety systems. Please:
  • Cooperate with safety rules
  • Tell staff about safety concerns.
  • Understand that staff need to use equipment for patient care (including equipment to move patients).

Respect & Privacy

  • Be provided with healthcare and advice that is appropriate to your needs and background.
  • Be treated with respect and dignity, be shown consideration and have your privacy respected.
  • Your health information being treated in a confidential manner and only shared with appropriate health professionals.


  • Information about your condition, treatment options and risks.
  • Information about effects on your health if you decide to withdraw your consent or refuse further treatment.
  • Be involved in decision making about your treatment, discharge or transfer.
  • Free, professional, confidential interpreters (including sign language).


  • Be included in decisions and choices about your care.
  • Choose to be treated as a public or private (chargeable) patient, and be provided with an estimate of costs (on request) before treatment begins.
  • Be informed of your right to refuse or withdraw treatment at any time.
  • Access your medical records.
  • Decide whether or not you will take part in clinical research, and/or student education.


  • Comment on your care and have your concerns addressed in a timely and sensitive manner.
  • Be informed of the Hospital’s mechanism for managing feedback:
    • We encourage you to raise any concerns with your treating team in the first instance as this is often the most timely way to address concerns
    • If your concerns are not addressed to your satisfaction you can request to speak with the Patient Liaison Officer, or ask the staff for a verbal feedback form and feedback brochure which provides alternative options for you to escalate your concerns.

Your responsibilities as our patient are to:

  • Treat staff and others with respect.
  • Know your own and your family’s medical history, if possible.
  • Tell staff of any medicines that you are (or have been) taking, and any medicines that you are allergic to or cannot take.
  • Tell staff about your health and anything that you think may affect your health.
  • Tell relevant staff if you are unable to attend your appointment(s) or if you need to leave the unit at any time.
  • Participate in negotiating your treatment by St Vincent’s health care providers.
  • Tell your doctor if you are receiving treatment from another health practitioner.