Practice Information:

Your Rights and Responsibilities

Your Rights

At Elara, you have the right to:

·       Receive safe, high-quality and respectful care.

·       Be treated with dignity regardless of your background, identity or beliefs.

·       Be fully informed about your health and treatment options in language you understand.

·       Participate in decisions about your care and ask questions at any time.

·       Seek a second opinion.

·       Access your personal health information.

·       Provide feedback or make a complaint, without fear of disadvantage.

Your Responsibilities

To help us provide the best possible care, we ask that you:

·       Treat our team and other patients with courtesy and respect. Our reception team work hard on your behalf — please be patient and kind with them.

·       Provide accurate and complete health information.

·       Keep your contact details up to date.

·       Attend scheduled appointments, or notify us as early as possible if you cannot.

·       Ask questions if anything is unclear.

Elara is a safe environment for patients and staff. Aggressive or abusive behaviour will not be tolerated.

Feedback, Compliments and Complaints

Your feedback, where positive or constructive, is genuinely valued and helps us improve. Please share it in person, by phone or by email. A written complaints form is available at reception and on our website.

All complaints are managed by Clinic Manager Kat Vagg and acknowledged within three business days, with a full response within 14 business days. Where a complaint involves Kat, it will be escalated to Dr Beck.

Inclusive and Culturally Safe Care

Elara is committed to respectful, inclusive and culturally safe healthcare for everyone. We provide care without discrimination based on age, gender identity, sexual orientation, cultural background, religion or disability.

We acknowledge the Gumbaynggirr People, the Traditional Custodians of the land on which Elara Clinic Sawtell stands. We pay our respect to Elders past, present and emerging.

Child Safety

Elara has zero tolerance for any form of child abuse or neglect. We operate in accordance with NSW Child Safe Standards and all relevant child protection legislation. All staff hold current Working with Children Checks. If you have any concerns about the safety or wellbeing of a child, please speak with Dr Beck, Nurse Leanne or Kat in confidence.