Patient Entertainment Service - Terms of Use

Version 1 – October 2014

 

These terms and conditions comprise the numbered clauses shown below. Please read these terms carefully, and be sure that you understand them. Please be aware that we can change these terms at any time. If we change these terms, online versions of these terms will always be updated to reflect those changes.

 

If you have any queries about the operation of these terms, please contact Helpdesk on (08) 6152 2222.

 

Serco Australia Pty Ltd on behalf of the Western Australia Government Department of Health (“We” / “Us”) provides eligible Fiona Stanley Hospital in-patients, (“You” / “Your”) with access to the Patient Entertainment Services (“PES”) on the following terms and conditions (“Terms”):

Overview of PES

 

1.     The PES will, depending on the level of Your subscription, provide the following features for Your use and enjoyment:

 

(a)     telephony;

(b)     selected Perth metropolitan commercial radio stations;

(c)     selected Perth metropolitan commercial television stations;

(d)     internet;

(e)     games; and

(f)      movies.

 

2.     On admission, all Hospital in-patients are set up with a PES account and issued a PES recharge card. You may add value to Your account in one of two ways:

 

(a)     by topping up Your PES card by credit / debit card or cash at one of the PES recharge kiosks situated at the following locations:

(i)      Main Hospital Building ground floor reception area;

(ii)     Main Hospital Building level 1, (adjacent to the blue lifts); and

(iii)    State Rehabilitation Building, level 1 reception area,

 

(b)     by topping up Your account by credit card on the payment portal accessible from:

(i)             the My Account Page; or

(ii)            the Fiona Stanley Hospital website (go to http://www.fsh.health.wa.gov.au & For patients and visitors & Your hospital stay & A to Z during Your stay & PES account management).

 

3.     Depending on Your allocated patient profile, You have the option of subscribing to the following PES subscription levels:

 

(a)   Free – this is the default subscription and is provided to patients free of charge. It provides patients with selected radio stations, internet access to all sites on the gov.au domain as well as selected Fiona Stanley Hospital intranet sites. It also provides access to telephony services, with outgoing calls charged at rates which are accessible by clicking on the information panel located on the left hand side of the PES home screen.

 

Chargeable Content:

(b)   Standard – in addition to the services provided under the free subscription (above), this level of service provides patients with full internet access and free-to-air television, at the applicable daily rates listed in Table 1, (below)..

(c)   Premium – in addition to the services provided under Standard (above), this level of service provides patients with access to additional movies on two dedicated television channels. (Further information about available movies can be found on channel 300). Premium content is chargeable at the applicable daily rates listed in Table 1, (below).

 

4.     On admission You will be allocated one of the specific patient profiles, (listed in column 1 of Table 1) based on Your Hospital admission details. Your patient profile will determine the level of accessible services and the corresponding cost of any chargeable content.

 

Table 1 - Daily Subscription Rates:

 

Patient Profile

Subscription Level

Cost per Day

Radio

TV

Internet & Games

Video on Demand

Telephony

Short Stay

Free

Nil

Yes

 

 

 

Yes

Standard

$9.00

Yes

Yes

Yes

 

Yes

Premium

$15.00

Yes

Yes

Yes

Yes

Yes

Long Stay

Standard

Nil

Yes

Yes

Yes

 

Yes

Premium

$6.00

Yes

Yes

Yes

Yes

Yes

Short Stay Concession

Free

Nil

Yes

 

 

 

Yes

Standard

$7.00

Yes

Yes

Yes

 

Yes

Premium

$13.00

Yes

Yes

Yes

Yes

Yes

Long Stay Concession

Standard

Nil

Yes

Yes

Yes

 

Yes

Premium

$5.00

Yes

Yes

Yes

Yes

Yes

Private

Standard

Nil

Yes

Yes

Yes

 

Yes

Premium

$6.00

Yes

Yes

Yes

Yes

Yes

State Concession

Standard

Nil

Yes

Yes

Yes

 

Yes

Premium

$6.00

Yes

Yes

Yes

Yes

Yes

 

In Table 1 above, the following terms have the following meaning:

 

“Short Stay” – a patient with an expected length of stay at the Hospital of between 1 – 10 days;

“Short Stay Concession” – a Short Stay patient who is also a current concession card holder, as recorded in the Hospital’s patient administration system;

“Long Stay” – a patient with an expected length of stay at the Hospital of 11 days or longer;

“Long Stay Concession” – a Long Stay patient who is also a current concession card holder, as recorded in the Hospital’s patient administration system;

“State Concession” – a patient who has been assigned concession status by the Hospital; and

 “Private” – a private health insurance patient, as recorded in the Hospital’s patient administration system.

 

(Note: If You are admitted to the Hospital as a Short Stay or Short Stay Concession patient and a subsequent clinical review determines that Your estimated length of stay will, (or is likely to) exceed 10 days, Your patient profile and corresponding subscription rate will be updated to reflect Your Long Stay / Long Stay Concession status, (as applicable). The adjustment to Your daily subscription rate will take effect on the commencement of the next 24-hour subscription cycle).

 

5.     The cost per day in Table 1 is for a 24-hour cycle commencing from the time You activate Your subscription.

 

6.     The PES operates on a pre-paid basis. Therefore, You must maintain a sufficient balance in Your PES account in order to access chargeable services offered as part of the Standard and Premium subscriptions.

 

7.     Once You have subscribed to Your preferred service, the PES will automatically deduct the daily subscription fee from Your account for the first 24 hour cycle. On the expiry of this initial period, the PES will automatically deduct a further fee for the subsequent 24-hour cycle. This process continues until either:

 

(a)   You are discharged from the Hospital;

(b)   You unsubscribe from any of the chargeable services and opt to reinstate the free subscription; or

(c)   You no longer have sufficient credit in Your PES account to pay for a further 24 hour subscription to Your preferred service. Your nominated subscription will automatically resume once You have topped up Your account with the minimum balance required for a further 24-hour period, as per the applicable daily rates in Table 1.

Changing Your Subscription

 

8.     You may change Your subscription at any time. If You upgrade to a service that provides more features than Your current service, You must pay any difference in the applicable subscription fee.

Downgrading Your Subscription

 

9.     You may downgrade Your subscription from:

 

(a)   Premium to Standard; or

(b)   from any of the chargeable subscriptions to the free service.

 

10.  If You choose to downgrade, Your original subscription will expire at the end of the 24-hour subscription period. Please note that You are not entitled to a refund of the difference in the daily charge between the higher-cost and lower-cost subscription.

 

11.  If You have selected Premium and You choose to unsubscribe, then once the 24-hour subscription cycle expires, Standard will continue as Your default subscription and You will be charged the full Standard rate, unless You specifically choose to reinstate the free service by also unsubscribing from Standard.

Adding Premium to a Standard Subscription

 

12.  If You have selected Standard and You subsequently decide to also subscribe to Premium, the PES will activate Premium content from the time of subscription, (current time) and begins its own 24-hour subscription cycle. You will have 2 active subscriptions – Standard and Premium. You do not need to wait until the 24-hour subscription cycle for Standard has expired before accessing Premium content.

 

13.  When the 24-hour subscription cycle expires for Standard, You will be re-charged the full Standard daily rate and the 24-hour subscription cycle restarts. When the 24-hour subscription cycle expires for Premium, You will be charged the difference in the daily rate between Standard and Premium and the 24-hour subscription cycle for Premium restarts.

 

14.  If there are insufficient funds in Your PES account at the time the 24-hour subscription cycle for Standard expires, Standard services will cease and Premium content only, will continue. Please note that if You do not top up Your account before the 24-hour subscription cycle for Premium expires, Premium services will also cease at the end of the subscription cycle.

Refunds

 

15.  You are entitled to request a refund at any time, (including for a period of up to 6 months from Your discharge date) provided You have a remaining positive PES account balance of $5 or more. Alternatively, You may opt to donate Your remaining PES account balance to the Hospital by selecting the “donate to” box in the PES Refund Request Form (“Refund Form”).

 

16.  Your PES account remains active for a period of up to 6 months from Your discharge date. During this time, any balance of $5 or more remains in Your account and will be reimbursed to You upon Our receipt of the completed Refund Form.

 

17.  Physical copies of the Refund Form are available from the Main Hospital ground floor reception or from the State Rehabilitation Building, level 1 reception. An electronic copy of the Refund Form is also available for download from the Fiona Stanley Hospital website (go to http://www.fsh.health.wa.gov.au & For patients and visitors & Your hospital stay & A to Z during Your stay & PES account management and click on the link to the PES Refund Request Form).

 

18.  Upon completion, the Refund Form can be returned to either the Main Hospital or State Rehabilitation reception or it can be forwarded to the return address specified.

 

19.  If You are entitled to a refund, the refund payment will be made to You as follows:

 

(a)   if You topped up Your account by credit card or by a combination of methods (i.e. cash and/or debit card) that also includes credit card, the refund will be made to the same credit card using the BPAY information nominated by You on the Refund Form; or

(b)   if You topped up Your account by cash or by debit card, the refund will be made by bank deposit to the account nominated by You on the Refund Form.

 

20.  At the end of the 6-month period referred to in clause 16, You agree that any unclaimed positive account balance will automatically be paid into the Fiona Stanley Hospital operating account, to subsidise the provision of essential clinical services at the Hospital.

General

 

21.  In accessing and using the PES, You acknowledge and agree that:

 

(a)   access to the PES cockpit at Your bedside by Hospital clinical staff takes precedence over Your own use at all times;

(b)   We do not and cannot in any way supervise, edit or control the content and form of any information or data accessed through the PES internet;

(c)   although We have carefully selected the television and movie content to ensure a wide variety of program choices, We do not have the ability to censor programming and We accept no responsibility for any footage shown on PES programming which may be offensive or distressing to any patient;

(d)   the responsibility of appropriate viewing for minors rests solely with the parent or guardian of the minor;

(e)   We will not be held responsible in any way for any content or information accessed by You via the PES;

(f)    We provide no warranty or representation regarding the speed, interruption or failure of the PES internet. PES internet is provided on an “as is basis” and We reserve the right to alter the speed of the service and the priority given to different types of internet traffic transiting through the service at any time without prior notice to You;

(g)   We are not responsible for any interruptions to the PES including, without limitation, interruptions due to clinical intervention / interruption, acts of nature, power failure, satellite signal failure or any other cause;

(h)   You will comply with Our directions concerning Your access and use of the PES; and

(i)     You must immediately notify Hospital staff if Your PES card is lost or stolen or if You suspect Your card is / has been subject to unauthorised use.

(j)     If You believe a charge has been transacted on Your card which You did not authorise, You must notify Hospital staff as soon as the non-authorised transaction is discovered and provide information on the date and the amount of the transaction, together with any other information that is necessary to help Us investigate the claim.

Acceptable Use

 

22.  In accessing and using the PES, You acknowledge and agree that:

 

(a)   You will not act on or through the service so as to interfere with or disrupt internet / intranet users, service providers, their computers, software or hardware. Such actions include, but are not limited to:

(i)       circulation of any unsolicited publicity or advertising material;

(ii)      transmission of computer worms and viruses;

(iii)     using the PES internet or intranet to make an unauthorised access of any other computer or PES cockpit;

(iv)     sending harassing, obscene, indecent, offensive or threatening electronic mail;

(v)      forgery (or attempted forgery) of electronic mail messages; and

(vi)     the placement, transmission or storage of any defamatory material on the internet or intranet.

(b)   You will refrain from the bulk transmission of unsolicited electronic mail, (SPAM);

(c)   You will not access, nor permit any other party to access, the PES internet or intranet for any purpose or activity of an illegal, fraudulent or defamatory nature;

(d)   You will not reproduce, distribute, transmit, publish, copy, transfer or commercially exploit any information accessed through or received from the PES that would be an infringement of any copyright, patent, trademark, design or other intellectual property right; and

(e)   You will not use the PES, attempt to use the PES or allow the PES to be used in any way to engage in conduct or activities that We consider could adversely affect or prejudice Our reputation or brand or that of Fiona Stanley Hospital or the WA Department of Health.

 

23.  We reserve the right to immediately and, without prior notice to You, withdraw Your access to the PES if You misuse the service or fail to comply with Your obligations as to acceptable use and access, as specified in these Terms.