Our Commitment

Strongly committed to our patients 

National Ambulance is strongly committed to patients and has adopted a Patient Charter setting out their rights and responsibilities when interacting with us.

Patient Rights

As a patient, you have the right to:

• Be treated to the highest professional, quality and safety standards by appropriately licensed, qualified and experienced practitioners in a properly licensed facility (Ambulance).
• Be treated with dignity and respect, consistent with professional standards regardless of race, sex, nationality, religion, culture, disability or any other factor. 
• Receive considerate care that is respectful of your values and beliefs.
• Be transferred, where appropriate, to a licensed healthcare facility with relevant capacity and capability to provide continuity of care.
• Be involved, when possible, in any decision-making about your treatment and care.
• Receive a detailed, jargon-free explanation of your condition, care, treatment and aftercare, to ensure a thorough understanding.
• Have drug therapy monitored for safety and efficacy, along with reasonable efforts to detect and prevent drug allergies, adverse reactions or contraindications.
• Where possible, receive communications in your native language.
• Have informed consent or refusal for treatment, procedures, and interventions (or have consent or refusal from legal/cultural guardian or substitute consent giver) based on adequate information from the treating professional.
• Have fully updated and relevant clinical records, with comprehensive documentation of information, ensuring that personal details and records are kept confidential and protected from loss and misuse.
• Receive a copy (on request) of any document that may have been written by National Ambulance staff related to your case.
• Receive verbal information about any proposed treatment, including alternatives, and be informed of any identified risks, such as potential exposure to harmful biological or chemical agents, in order to make an informed choice.
• Have privacy during examination, procedures, clinical care or treatment. 
• Be informed of how to make a complaint or provide feedback about the facility or personnel if dissatisfied with any element of the treatment or if you wish to give positive feedback.
• Have any complaint you make, acknowledged, fully investigated and be provided with a response.
• Be protected from physical assault and ensured the security of your possessions against theft or loss during the management of your case.

Patient Responsibilities

As a patient, it is your responsibility to:

• Provide your health insurance card, if available, along with at least one additional proof of identity.
• Follow the rules and regulations of the treating facility.
• Show respect and courtesy to National Ambulance staff.
• Be considerate to others and refrain from using abusive language or displaying unsocial behaviour towards other patients or National Ambulance staff.
• Cooperate with and follow the treatment plan outlined and communicated to you by the healthcare professional.
• Ask questions if there is any uncertainty or lack of clarity about any aspect of the healthcare provided to you. 
• Use the emergency services only for extremely urgent cases that cannot be dealt with by other healthcare facilities. 
• Give accurate information about your personal details, medical history, medication you are currently taking, and any history of allergies, including allergic reactions to medications. 
• Take ownership of the decisions and actions you take. This includes signing a declaration form if you decide to refuse treatment or disregard any medical advice, instructions, treatment plans, or recommendations.
• Safeguard your own belongings whilst you are receiving any treatment.
• Take accountability for the payment of any deductibles or medical services that may be excluded from your insurance policy.
• Refrain from taking photos of the ambulance and its personnel during patient care and transfers, whether it is an emergent or non-emergent situation.