Blue Knot is here to listen, support and respect you.
We are committed to providing safe, respectful and trauma-informed services and to upholding the rights of everyone who uses our Telehealth Services.
Our Service User Charter is adapted from the Australian Charter of Healthcare Rights and reflects the values that guide how we work with people accessing our Telehealth services. Services include phone, online, email or video call counselling, information or referral delivered through the Blue Knot Helpline and Redress Support Service.
When I access support from Blue Knot, I have a right to:
ACCESS
- Access safe, trauma-informed culturally sensitive services that meet my needs
- Access appropriately qualified and experienced trauma counsellors
- Access services which are inclusive and as accessible as reasonably practical
- Access the National Relay Service and the Translating and Interpreting Service where available and appropriate
SAFETY
- Receive safe high-quality care that meets recognised national standards
- Receive support in an environment that promotes physical and psychological safety
- Receive services in an environment that is safe, inclusive and free from discrimination.
- Be listened to with compassion, empathy and without judgement
- Not have my call recorded if I don’t want it to be recorded unless required by the organisation for safety reasons.
RESPECT
- Be treated as an individual, with dignity and respect
- Have my culture, identity, values, beliefs and choices recognised and respected
- Receive a professional, trauma-informed and ethical service
- Have my rights, abilities and autonomy respected including my right to self-determination
PARTNERSHIP
- Ask questions and receive honest, clear and respectful communication each time I contact the service
- Participate in decisions about how I use the service within the scope of what it can provide
PRIVACY
- Have my privacy respected whoever I am and wherever I come from
- Have my personal information and what I share kept secure and confidential in accordance with privacy laws
- Receive clear information about where confidentiality may be limited including where protected by law or in relation to my own safety or the safety of someone else
INFORMATION
- Receive information about the service in a way I can understand
- Receive information about consent and choices in a way I understand so I can make informed decisions
- Request access to and correction of my personal information in accordance with privacy laws
- Be supported to understand matters related to my care, safety, engagement, participation with the service, and any decisions that may affect access to the service which may require using my personal information to communicate with me in strict accordance with the privacy legislation
- Make informed choices about my participation in the service, including whether to continue or stop engaging with the service, except where limited by law
GIVE FEEDBACK
- Provide feedback, make a complaint or raise concerns without fear that this will affect the service I receive
- Have complaints managed fairly, transparently and respectfully
- Share my experiences to help improve the quality of the service
