Our commitment to you
At Ramsay Health Care, the health and safety of our patients is our highest priority. We believe that you and your loved ones should be at the centre of all decisions regarding your health and we're dedicated to partnering with you every step of the way.
Here’s what we’re doing to keep you at the centre of your care.
What matters to you today?
Your health needs and preferences are unique and personal. At Ramsay, we believe in person-centred care and shared decision-making. That means your care team will work with you, your family, and carers to create a shared understanding of your clinical needs and personal wishes. You and your care team will have open and honest discussions about what you want to achieve from your treatment. These discussions will form the basis of what is known as your clinical goals of care.
When you are in one of our facilities, you will often be asked, “What matters to you today?” Your answers will help your care team understand your personal needs for that day – because, after all, you will know best what help or support you need. We ask this question to make sure you receive the personalised attention you need and that we deliver the high-quality, compassionate care that will help you achieve your best possible health outcomes and experience.
“What matters to you today” might be to sit outside, have a family member with you when the doctor comes to see you, or wear your own pyjamas. It’s about identifying what is important and matters to you.
Focusing on your experience is our priority. When you clearly share your goals and personal preferences with your care team, you help them to stay focused on what’s most important to you.
You know your body better than anyone else – and your loved ones know you. That’s why we introduced RAISE the Ramsay Rule – a groundbreaking initiative that enables patients, loved ones and carers to escalate their concerns if they think something is wrong.
If you believe a patient’s condition is deteriorating or not improving as expected, or if they are exhibiting unusual, out-of-character behaviour, and you feel that your concerns are not being heard, we encourage you to RAISE the Ramsay Rule. Patients, their families and carers are often the first to notice changes in their own or a loved one’s health – even before those changes are visible to a healthcare professional. So if you are worried, please speak up.
Watch this video to find out more about RAISE the Ramsay Rule, and when and how to RAISE it.
We pride ourselves on maintaining a strong culture of patient safety – and it’s built on the actions and attitudes of every team member. If a Ramsay team member notices anything they think could affect a patient’s safety, we encourage them to Speak Up.
We support and empower our employees to immediately share any concerns they have. If that is not possible, we have also created a dedicated Speak Up platform so they can report their concern later (as soon as possible). When an issue is raised, our leadership team will promptly review the situation and take appropriate action.
We often find that an open, respectful conversation is all that’s needed to resolve many issues. The Speak Up program harnesses the power of teamwork and communication to ensure we maintain the highest levels of patient safety.
Questions or concerns
Have a question or concern that is not covered here? We’re here to help. Please get in touch.