Your Rights and Responsibilities

As a valued client of Nexus Primary Health, it is important to us that you understand your rights and responsibilities.

You have a right to:

  • Considerate, respectful and non-discriminatory care.
  • Be treated with dignity and consideration by others.
  • Have your beliefs, ethnic, cultural and religious practices respected.
  • Privacy and confidentiality.
  • Receive clear information about your health care, proposed treatment or services so that you can make informed decisions about your treatment.
  • Participate in your health care decisions.
  • The name, professional status and qualification of your health care professional.
  • Refuse assessment or treatment.
  • Seek a second opinion.
  • Refuse participation in educational or research programs
  • Refuse services from students.
  • Refuse the presence of health workers not directly involved with your care.
  • Have another person advocate for you if you believe this will assist you in any way.
  • Assistance from the Chief Executive Officer (CEO) if not satisfied with services.
  • Access to your client record file in accordance with the Information Privacy Act (Victoria) 2000.

Your Responsibilities:

  • As a client of Nexus you have a responsibility to:
  • Respect the privacy of others attending the service (including information shared in groups and programs).
  • Participate in your care by informing your health care professional of all relevant information. If you do not understand the information you are given please ask to have it explained.
  • Keep appointments and be on time. Please let us know, in a timely manner, if you are unable to attend.
  • Treat other service users with respect and consideration.
  • Provide a safe environment for health care professionals visiting your home.

Withdrawal from Service

  • You may withdraw from our service or programs and other activities at any time.
  • Your withdrawal will not prejudice you in seeking assistance at a future time.

Withdrawal of Service

Nexus reserves the right to withdraw services in limited circumstances.
These include:

  • Distress to other clients or staff caused by verbal or physical abuse or offensive behaviour.
  • Failure to attend appointments consistently.
  • Providing an unsafe environment for home visits.

Refusal of Service Provision

Clients may be refused a service for various reasons. If you are refused a service the reasons will be explained to you. If the reason for refusal can be resolved, access to the relevant service/s may be granted.


There will be occasions when you are unable to attend an appointment. When you have an appointment you are responsible to:

  • Contact us if your circumstances have changed affecting your ability to attend appointments, or your continuing need for services.
  • Provide notice of unavailability or if you require a change of appointment time as soon as possible. A minimum of 24 hours is requested where possible.
  • Confirm your scheduled appointment with us as soon as  you receive an appointment letter, text or email. Please notify Nexus staff of any changes to your contact details to ensure we have accurate information so we can get in touch with you.

For Ongoing Appointments:
Home Support/ Delivered Meals/Property Maintenance: 

  • If you are not home for Home Support, Respite Care, Personal Care, Property Maintenance or Delivered Meals or forgotten about the appointment and not notified us, you will be charged for the full time of the service.
  • Where you have had an urgent, unplanned medical or hospital appointment, you will not be charged.
  • If you miss two consecutive appointments without appropriate explanation, a review of services will take place.
  • All clients receiving Delivered Meals will be charged for the meal if they are not at home and have not notified Nexus by 9.30 am on the day of the delivery.
  • All third party services will be charged at the full rate if you are not home for the service and Nexus has not received 24 hours’ notice.

Nexus Social Support Activities: 

Participants who are not home at the time of morning pickup on the day of the group will be charged the session fee if inadequate notice is given. For group information click here.

Family Violence (FV): 

Nexus staff are aware that there may be circumstances affecting your ability make contact with us in relation to Family Violence to cancel an appointment. Our team will work with you to make appropriate alternative arrangements. You will not have services declined due to circumstances beyond your control.

Providing Feedback (compliments/complaints/suggestions)

You are entitled to provide feedback on any aspect of the services we provide either verbally or in writing. Your feedback is thoroughly and objectively investigated by our Chief Executive Officer and reviewed by our Board of Directors.
Feedback can be provided in hard copy on a feedback form or online – to find out more or to provide feedback online click here.

You are entitled to: 

  • Fair investigation of your feedback/complaint/suggestion.
  • Continued access to services after providing feedback.
  • Request a transfer to another staff member where available.

If you are not satisfied with the action taken by our Nexus in regards to your feedback, you can refer the matter to:


To find out more about Nexus, please contact us on:

t 1300 77 33 52
PO Box 84 Broadford Victoria, 3658