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:

• Know the mission statement of the health care facility and the type of services that they provide
• Be treated to the highest professional, quality and safe 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 care that is considerate, respectful of your personal 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 explanation of your condition, care, treatment and aftercare, in terms that are free from professional jargon in order that you can fully understand
• Have drug therapy monitored for safety and efficacy and to make reasonable efforts to detect and prevent drug allergies, adverse reactions or contraindications
• Request for clinician of the same gender, wherever possible 
• Where possible, receive communications in your native language 
• Have informed consent or refusal for treatment, procedures, interventions (or have consent or refusal from Legal/Cultural Guardian or substitute consent giver) based on adequate information from the treating professional and in accordance with the National Ambulance Consent Policy
• Have clinical records kept fully updated and relevant, information fully documented and personal details and records are kept fully confidential and protected from loss and misuse
• Have access to your medical records and receive a copy (on request) of any document that may have been written by National Ambulance staff related to your case
• Receive information from National Ambulance staff regarding the receiving healthcare facility environment and practices
• Receive verbal and written information about any proposed treatment and to be told if there are any alternatives available. Receive information on any risks that are identified, e.g. exposure to any harmful biological or chemical agents in order to make an informed choice
• Request a second opinion if you choose
• Have privacy during examination, procedures, clinical care/ treatment as well as the right to know who is in attendance and the purpose of their attendance
• Be informed of how to make a complaint or give feedback about the facility or personnel if you are unhappy about any element of the treatment or if you wish to give positive feedback
• Have any complaint that you may make, acknowledged, fully investigated, and be provided with a written response as per National Ambulance Complaint Policy
• Be protected from physical assault during the management of your case/transfer

Patient Responsibilities

As a patient, it is your responsibility to:

• Provide your health insurance card and 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 not use abusive language and/or display unsocial behaviour to other patients or National Ambulance staff
• Cooperate with and follow the treatment plan as outlined and communicated to you by the healthcare professional
• Ask any questions if you are not clear about any aspect of healthcare offered or being provided 
• Use the emergency services only for very urgent cases that cannot be dealt with by other healthcare facilities 
• Give accurate information about personal details, medical history or medication you are currently taking and history of allergies including medication allergic reaction(s)
• Take responsibility for your own decisions and actions and sign a declaration form if you choose to refuse treatment or not to follow any medical advice, instructions, treatment plan or recommendations 
• Safeguard your own belongings whilst you are receiving any treatment
• Be accountable for payment of any deductible or medical services excluded from your insurance policy