Patient Information Directory...Car Parking & Transport 10 Hudsons® Coffee 10 Public Toilets 10 Patient Rooms 11 ... impact on the individuals who choose our services. We will achieve

Patient Information DirectoryPLEASE LEAVE THIS FOR THE NEXT PATIENT.

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For further details see our website:www.johnfawknerprivatehospital.com.au

Admission Information

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ContentsWelcome to John Fawkner Private Hospital 3Our Mission 3Our STAR Values 3Acknowledgement of Country 4About Us 5Medical Services at John Fawkner Hospital Private Hospital 5Support Services 5Emergency Department 6What’s on Each Floor? 6Main Hospital 6Consulting Suites Building 6Telephone Numbers 6Customer Service 7Providing Feedback 7General Information 8Smoking Policy 8Alcohol Policy 8Security, Safety & Tolerance 8Aboriginal & Torres Strait Islander Health 8Pastoral Care 8Interpreter Service 8Consumer Consultants 8Information Brochures 8Patient Finder 9Australian Charter of Health Care Rights 9Adverse Events & Open Disclosure 9Rapid Response Team 9Information for Visitors 10Reception Hours 10Visiting Hours 10Car Parking & Transport 10Hudsons® Coffee 10Public Toilets 10Patient Rooms 11Nurse Call System 11Patient Care Board 11Televisions 11Telephones 11

Bathrooms 11Temperature Control 12Beds 12Valuables 12Personal Electrical Equipment 12Wi-Fi 12Flowers & Gifts 13During Your Stay 13Food Services 13Housekeeping 13Laundry 13Mail & Faxes 13Newspapers 13Community Agencies 14Discharge Planning 14Physiotherapist 14Social Worker 14Hospital in the Home 14Rehabilitation Programs 14Diagnostic Imaging 15Pathology 15Pharmacy & Medications 15Visiting Medical Officers 16Consent 16Students 16Bedside Handover 16Heat Packs 16Going Home 16Discharge Time 16Discharge Arrangements 16Transfers 17Financial Information 17Patient Accounts 17Patients with Private Health Insurance 17Patients Admitted Via the Emergency Department 17Patients with WorkCover or Third-Party Insurance 17Department of Veterans’ Affairs 17Local Community Services for Your Information 21

Welcome 4

About The Victoria Clinic 5

Our Values - S.T.A.R. 5

General Information 6Dress Code 6Driving 6Housekeeping 6Interpreter Service 6Laundry 6Linen And Towels 6Mail 6Meals 7Meal Times 7Kitchenette 7Medications 7Newspapers 7Noise 7Nurse Call System 7Smoking And Alcohol 8Social Media 8Televisions 8Telephones 8Valuables 8Visitors 9Visiting Hours 9Visitor Car Parking 9

Your Admission 9Accounts 9Admission Process 9Orientation To The Ward 10Care Planning AndDischarge Planning 10Bedside Handover –Partnering With Patients 10Leave 10Patients’ Rights And Responsibilities 11Patients’ Privacy And Confidentiality 11Complaints, Compliments And Suggestions 11

My Care 12Who Are The People On My Treatment Team? 12Individual Sessions 14

Inpatient Therapy Program 14Family And Carers 15

Safety And Quality 15Patient Agreement & Safety 15Patient Identification 15Sexual Safety 15Security 15Emergencies 15Prohibited & Restricted Items 16Personal Belongings And Room Search 17Electrical Equipment 17Deteriorating Condition 17Falls Prevention 17Infection Prevention And Control 17

What Happens After I LeaveThe Victoria Clinic? 18

Day Programs 18Outreach Program 18Referral Process For Day Programs And Outreach 18

Discharge 19The Discharge Process 19

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Welcome to John Fawkner Private Hospital John Fawkner Private Hospital 275 Moreland Rd, Coburg VIC 3058 Tel: (03) 9385 2500 Fax: (03) 9385 2170 www.johnfawknerprivatehospital.com.au

Our MissionAt John Fawkner Private Hospital we value our traditions of community, connection and compassion. We strive to enhance the reputation of the hospital by having a positive impact on the individuals who choose our services. We will achieve this through our ongoing commitment to continuous improvement, teamwork and patient-centred care.

Our STAR Values Service ExcellenceWe strive to provide the highest standard of healthcare. We look for new opportunities/ways to improve our care and service. We seek to understand and exceed expectations.

Teamwork & IntegrityOur workmates know they can rely on the team. We are open and honest in our communications. We embrace constructive feedback and recognise achievements. We earn each other’s respect and receive it in return.

AspirationWe look to the future, always ensuring that we have stable platforms from which to build continuous learning and creativity, which are integral to our jobs and the success of our company.We are proactive and innovative in response to new and emerging industry and community opportunities and needs.

ResponsibilityWe are accountable to our colleagues, our patients and doctors, our company and our shareholders. Our decisions are made with a balanced focus on financial security and service excellence.Accredited by the Australian Council on Healthcare Standards*, our aim is to make your stay with us as comfortable as possible and to assist in every way we can with your care and treatment.* For more information please visit http://www.achs.org.au/

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Acknowledgement of CountryAs part of Healthscope’s reconciliation journey, in 2018 we adopted an Acknowledgement of Country Policy as one way in which Healthscope can pay respect to Australia’s First Peoples, as well as to pay respect to the continuing connection that the Traditional Owners have with the land on which our businesses operate across Australia.

Please take the time to read through this directory, as it has been developed to ensure your admission and stay is comfortable and your discharge from hospital leaves you satisfied and informed.Should you have any queries, please ask any staff member.

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About UsJohn Fawkner Private Hospital is now a fully accredited, 186-bed, major acute medical and surgical hospital. We provide a 24-hour Emergency Department, supported by a 12-bed Critical Care Complex and 24-hour, on-site medical cover. Our dedicated team provide a high standard of healthcare, and we pride ourselves on making you feel at home, giving you personal attention and, most importantly, listening to and responding to your needs.You can visit the ‘My Healthscope’ web page for information about accreditation, quality and safety. Or visit our John Fawkner Private Hospital web page for more information.• www.healthscopehospitals.com.au/

quality/my-healthscope/johnfawkner• www.johnfawknerprivatehospital.com.

au/

Medical Services at John Fawkner Private Hospital• 24-Hour Emergency Department• Five operating theatres• One endoscopy procedure room • 12-bed Critical Care Complex• Cardiology • Catheter Laboratory• Colorectal Investigations and Surgery • Ear, Nose and Throat Surgery

(including paediatric)• Gastroenterology• General Medicine• General Surgery• Gynaecology• Hepatobiliary Surgery• Interventional Medicine

• Neurology• Neurosurgery • Oncology• Ophthalmology• Oral and Maxillofacial Surgery• Orthopaedic Surgery • Pain Medicine• Plastic and Reconstructive Surgery• Respiratory Medicine• Thoracic Surgery• Urology• Vascular and Endovascular Surgery • Weight Loss Surgery

Support Services• Cancer Support Groups• Diabetes Services• Diagnostic Imaging (radiology)• Dietitian• Discharge Planning• Department of Veterans’ Affairs Liaison

Nurse• Hospital in the Home• Occupational Therapy• Orthotics and Prosthetics• Pathology• Pharmacy• Physiotherapy• Radiotherapy• Pre-Admission Clinic• Stomal Therapy Management• Speech Therapy• Wound Management

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Emergency DepartmentOpen 24 hours a day, seven days a week, 365 days a year. Our Emergency Department is staffed by qualified and experienced medical and nursing staff. Patients may access our Emergency Department by telephoning an ambulance and ask to be taken to John Fawkner Private Hospital. Patients are required to pay an Emergency Department fee on presentation. Details of the applicable or indicative fees are available upon request. If applicable, the doctor consultation and miscellaneous fees will be bulk-billed to Medicare on discharge.

What’s on Each Floor?Main Hospital Lower Ground Floor:I-MED Radiology, Food Services

Level 1:Main Hospital Reception, Patient Administration, Clinical Administration, Pharmacy, Hudsons Coffee, Day Procedure/Day of Surgery Admission (DOSA) Unit, 1W Moreland Ward, Emergency Department, Respiratory Services

Level 2:Greenwood Ward

Level 3:Merlynston Ward, CSSD

Level 4:Pascoe Ward

Level 5:Operating Theatres.

Consulting Suites BuildingGround Floor:Executive Administration, Finance Department/Patient Accounts, Day Infusion Centre, Mobile Intensive Care Ambulance (MICA), Supply Department

Level 1:Consulting Suites, Hospital in the Home

Level 2:Dorevitch Pathology.

Telephone NumbersTo call an external number, dial ‘0’ and then the number you want to call.To call an internal hospital number, dial the last three digits (extension number) of the telephone numbers below. * (Not available as an internal extension).

Main Hospital Reception (03) 9385 2500

Facsimile (03) 9385 2170*

Account Enquiries(03) 9385 2383

Customer Service Assistant1300 760 466*

Critical Care Complex(03) 9385 2800

Day Infusion Centre(03) 9385 2358

Day Procedure/DOSA Unit(03) 9385 2100

Emergency Department(03) 9385 2266

Greenwood Ward (03) 9385 2200

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Merlynston Ward(03) 9385 2300

Moreland Ward (03) 9385 2600

Pascoe Ward(03) 9385 2400

Quality Manager(03) 9385 2541

Consumer Consultants(03) 9385 2541

Customer Service Meeting your needs is a priority for our team. We are continually striving to improve our service and to better meet our customers’ expectations. During the year we hold a number of patient forum morning teas as a way for patients to provide feedback on their experience, and during your stay you may be invited to participate. All staff members participate in customer service and patient-centred care training modules.

Providing FeedbackWe are committed to delivering the highest quality of healthcare in an environment that is constantly striving to meet, and even exceed, your expectations. Feedback systems are part of our quality improvement program and enhance our service by:• Providing feedback to staff on the

services they deliver;• Identifying areas that need

improvement;• Providing opportunity to individually

meet our patients’ needs; and• Giving our patients an opportunity

to have their legitimate complaints considered within a clearly defined process.

To provide feedback about your healthcare experience (compliments and/or complaints), you can:• Speak with the nurse looking after you;• Speak directly to the Nurse in Charge

of your ward;• Ask to speak to a Consumer Consultant

Representative (volunteer);• Ask to speak to the Hospital

Coordinator (available 24/7);• Ask to speak with the Quality Manager; • Ask to speak with, or comment in

writing to, the Director of Nursing; or• submit online feedback at http://www.

johnfawknerprivatehospital.com.au/contact-us

If you have provided feedback and are dissatisfied with the response, you can contact:• The Hospital General Manager on (03)

9385 2511;• The Healthscope Corporate Office on

(03) 9926 7500; or• The Health Complaints Commissioner

on 1300 582 113 (www.hcc.vic.gov.au).For complaints about health insurance, contact the Private Health Insurance Ombudsman: Toll Free 1300 737 299 or www.privatehealth.gov.au/contactus.htm

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General InformationSmoking Policy To protect the health of patients, visitors and staff, smoking is not permitted in any building or outdoor area within the boundaries of the hospital campus. If you require assistance on how to stop smoking, we recommend that you contact your GP, treating specialist, or call Quitline on 13 78 48.

Alcohol PolicyVisitors or patients are not permitted to bring alcohol into the hospital. Alcohol can have significant adverse effects when combined with medications. For more information, refer to ‘Food Services’ on page 16.

Security, Safety & ToleranceWe understand the right for patients to feel safe and secure at all times and pride ourselves on providing a caring and safe environment. Our staff also have the right to feel safe and secure in their workplace. Aggression towards staff will not be tolerated.All patient medications will be locked and secured on admission to ensure medication safety guidelines are adhered to. If you have any questions about this procedure, please speak with your nurse.All minors/dependants must be with an appropriate, responsible adult at all times.For privacy reasons, we respectfully ask that photographs of staff are not taken or broadcast without their expressed permission.

Aboriginal & Torres Strait Islander HealthAn Aboriginal Hospital Liaison Officer (AHLO) is available to assist with any specific needs you may have whilst in hospital.

We encourage you to let your nurse know if you have any requirements or wish to speak to our AHLO.

Pastoral CareAs this is a very personal and individual consideration, we encourage you to advise us of any requirements that you have. We can contact your preferred pastoral care worker to request that they visit or contact you, if desired. You should discuss your requirements with the Nurse in Charge of your ward.

Interpreter Service Telephone and Central Health Interpreter Services are available on request. Please speak to the Nurse in Charge if you wish to use these services.

Consumer ConsultantsWe have a number of volunteer consumer consultants from our local community, who engage with our patients and other customers to identify ways to improve the service we provide.With your consent, a consumer consultant may contact you to discuss your experience in the hospital. This will include sharing your thoughts on your care, service delivery and access to facilities. Alternatively, if you wish to speak with a consumer consultant, please advise the Nurse in Charge on your ward who will arrange this for you. With the information you provide us we will continue to measure our service and evaluate our systems of care to ensure safe and effective delivery of our healthcare services.

Information BrochuresPatient information brochures are available at each bedside. These include:• Falls Prevention;• Infection Prevention and Control;

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• Pressure Injury Prevention;• Privacy Policy;• Rights and Responsibilities; and• VTE Prevention (reducing the risk of

blood clots).It is important that you read these brochures and ask a staff member if you require further information or have any questions. Some of these brochures are available in other languages. We also have a range of other information brochures to inform you about your specific condition or procedure. The nursing staff will provide you with these and any other information that you require during your stay.

Patient FinderShortly after admission, our patients are sent a text message (to a valid mobile phone number listed on their patient admission form) with a secure link to our Patient Finder app, which they can forward on to all relevant family and friends. By simply clicking on the link contained in the SMS, Patient Finder will open, and authorised persons will be able to track the status and location of their loved one throughout their stay at John Fawkner Private Hospital.The app provides all relevant patient location details including theatre status, ward, room number, phone extension, visiting hours and visiting status. If a patient changes wards or rooms, their location details are automatically updated (excludes Day Infusion and Emergency Department patients).

Australian Charter of Health Care RightsOur hospital commits to the rights listed in the Australian Charter of Healthcare Rights. These are: access, safety, respect, communication, participation, privacy and comment.

Adverse Events & Open DisclosureWhat is Open Disclosure?Open Disclosure is open discussion about any incident that happened during care which caused harm to a patient, with the patient, their family, carers or other support person.Further information can be obtained from the Health Services Commissioner website, by speaking to the Nurse in Charge, or by requesting an information brochure.The Health Services Commission provides an external service for patients and families dissatisfied with the service.

Office of the Health Services Commissioner Complaints & InformationTelephone: 1300 582 113 Website: www.hcc.vic.gov.auor write to: Health Services

Commissioner Level 26, 570 Bourke Street, Melbourne Vic 3000

Australian Open Disclosure Framework: Better communication, a better way to care, Australian Commission on Quality and Safety in Healthcare.

Rapid Response TeamOne of the patient safety systems that we have in place is the Rapid Response Team. The purpose of this team is to provide additional assistance to patients, families and healthcare staff to recognise and respond to clinical deterioration. You may hear these calls for assistance over the public address system as either ‘MET Call’ or ‘Code Blue’.Consumers of healthcare play a key role in detecting and communicating changes and concerns to the healthcare team.

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To improve patient outcomes, it is important that early warning signs are recognised. This allows for early intervention, which can improve healthcare outcomes.We encourage our patients, families and carers to express their concerns in the following way:If you are concerned that a patient is experiencing a worrisome or acute clinical change, please use the patient call bell and/or bedside telephone to call for assistance. This information is provided on the patient care boards. All staff have received training in the recognition and response to clinical deterioration and will call for the Rapid Response Team if they are unable to alleviate your concerns.

Information for Visitors Reception HoursMain Hospital Reception HoursMonday to Friday 6.30am to 8.30pmSaturday 6.30am to 1.30pmSunday 7.00am to 1.30pmReception staff can be reached by dialling ‘9’ during these hours.

Consulting Suites Reception HoursMonday, Wednesday and Thursday 9.00am to 5.00pm Tuesday and Friday 9.00am to 9.00pm

(subject to doctor sessions)

Saturday 8.30am to 1.00pm (subject to doctor sessions)

Closed on public holidays.

Visiting HoursGeneral WardsVisiting hours are 2.00pm and 8.00pm daily.

Visitors can contact and speak with the Nurse in Charge of the ward if they require visiting outside of these hours.A quiet period extends from 12.30pm to 2.00pm. Please discourage visitors from attending or calling during this period.Each Patient Care Board has the patient room phone number listed. You should advise your family and visitors of the number to make it more expedient to put calls through to you.

Critical Care ComplexOnly two visitors can be accommodated for each patient. Visitors to this area must speak to a nurse before visiting a patient.

Car Parking & TransportFree, on-site parking, including disabled parking, is available on the east side of the hospital off Moreland Road.Buses run along Moreland Road and stop adjacent to the hospital.The Moreland train station, on the Upfield line, is a short walk from the hospital.The Sydney Road tram stops at the Moreland Road intersection, which is also a short walk from the hospital.

Hudsons® CoffeeRefreshments and reading materials, such as newspapers and magazines, can be purchased from Hudsons® Coffee, which is located on Level 1.Opening Hours: Monday to Friday 6.30am to 8.30pm Saturday to Sunday 8.00am to 8.00pm Public Holidays 8.00am to 8.00pm

Public ToiletsPublic toilets and baby change facilities are located on Level 1 near the main hospital reception.

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Patient RoomsWe offer a range of shared and private rooms. Whilst every effort is made to arrange your preferred accommodation on the ward, this may not be available at the time of your admission, or it may not be clinically appropriate. You are assured that we will make every effort to provide you with an appropriate room as soon as it becomes available. If you have concerns regarding noise levels in your room or ward area, you should notify the nurse caring for you for immediate explanation and assistance. All rooms feature:• A nurse call handset at each bed;• A patient care board;• A television above each bed; and• A telephone at each bed (local and

mobile calls are complimentary).

Nurse Call System Our model of care focuses on a multidisciplinary approach to achieving optimal quality patient care, communication and frequent patient/staff contact at the bedside. At each bedside console, and in each bathroom, there are call buttons that register your need for assistance to the nursing staff. Operation of the nurse call system will be shown to you on admission. If you require further assistance, please notify the nurse who is caring for you.

Patient Care BoardAt your bedside is your patient care board. It is there to advise you of the names of the staff that are delivering your care, to notify you of any intended procedures that you will undergo, and to keep you and your family up to date with the progress of your care. The board also details the ward name, room number and your bedside telephone number.

There is also an area that you or your family can record any questions that you wish to ask your doctor, as well as information on how to activate our Rapid Response Team, if required (see page 9). If you have any queries about the patient care board, please ask your nurse or ask to speak to the Nurse in Charge.

TelevisionsTelevisions are complimentary in all rooms as standard. Foxtel channels are also provided free of charge.The television control panel is in the Nurse Call Bell handset and contains on/off, volume and channel controls. The nurse looking after you will explain the use of this control. The audio for the handset comes through the handset and the volume is adjustable for the comfort of you and those around you.

TelephonesBedsideThere is a telephone located beside each bed and local and mobile calls from your bedside telephone are free of charge.To make a local call:1. Dial ‘0’ for an outside line.2. Dial the number you require.Interstate or international calls are not available from the bedside telephones.All telephones in the hospital have a direct dial facility so that callers can dial into your phone directly without having to go through the hospital’s busy switchboard. Your telephone number is written on your patient care board.If you require assistance with the phone system, please dial ‘9’ and the operator will assist you.

BathroomsIf you do not have private facilities, bathrooms are available within close proximity to your room.

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Your nurse will provide directions and assistance.Handrails are attached to all bathroom walls. They should be used if you are unsteady, or have just had an operation, so that your safety is ensured. You may be advised to use, or may request, a shower chair if required. Showers are thermostatically controlled.Fresh towels are provided as necessary. A nurse call button is available in each bathroom and you should ask the nurse for assistance when attending the bathroom, if required.

Temperature Control The hospital has central air conditioning and the temperature is set at approximately 22°C. If you feel uncomfortable, you should notify your nurse who will investigate what action can be taken to address the situation.

BedsBeds are electronically operated and you will be provided with instructions on how to use them upon admission to your room.You can raise or lower the back of the bed to a sitting or reclining position, while you remain in the bed, using the simple control attached to the bed head.The height of the bed from the floor may be raised or lowered to make it easier for you to get in or out of bed.All beds are to remain in the lowest position possible to ensure patient safety.If you require further assistance, please advise your nurse who will be happy to assist you.

ValuablesIt is strongly recommended that you DO NOT bring valuables of any description to the hospital as the hospital does not accept liability/responsibility for their safekeeping.

Reading glasses, dentures and hearing aids should be kept in a safe place at all times; the nurses can assist you with this. A small amount of cash may be appropriate for the purchase of a newspaper or items from Hudsons® Coffee.

Personal Electrical EquipmentIn the interest of your safety, all electrical equipment (such as hairdryers, computers and electric shavers) must be checked by our Maintenance Department before being used in the hospital. You should advise your nurse or the ward clerk of such equipment prior to it being used and they will arrange for it to be tested.

Wi-FiA free internet service is available for our patients and their guests while in the hospital. To access, you should:1. Ensure that Wi-Fi is enabled on your

device.2. Select the Healthscope-Wifi network.3. Launch an internet search engine (e.g.

Safari/Google).4. You will be redirected to the

registration page.5. Click on the ‘Please click here to

connect to the network’ link.6. Scroll down and read the Terms and

Conditions.7. Tick if you agree to the Terms and

Conditions.8. Click on ‘Complete Registration’.9. Your device will be registered and you

can now browse the internet.If you experience any problems, please speak to your nurse.

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Flowers & GiftsIf required, flowers and gifts will be delivered to each patient’s room and vases are available on request.Plants in soil are a health risk in a hospital and are, regrettably, not permitted.Flowers are available for purchase at Hudsons® Coffee located on Level 1. Unfortunately, flowers cannot be kept in the Critical Care Complex. The nurses will arrange for any flowers received to be stored elsewhere while a patient is in the Critical Care Complex and until they are transferred to a ward.

During Your StayFood Services During your stay you will be offered a range of carefully prepared and nutritionally balanced meals to select from. A member of the Food Services team will visit you daily to discuss the menu choices, so you may choose your meals in advance. The team are here to help you make your choices, so please ask questions.The menu has a wide range of choices that are specific to your dietary needs. Please ensure you have notified your nurse of any allergies or dietary needs and our computer system will determine what meals are best for you to choose from. A ‘specials menu’ is available for our oncology patients. Our Food Services team will be able to offer you items outside the menu if you are not happy with the menu choices. Our dietitian is also available to assist you with special dietary needs.Wine and light ale are available to be enjoyed with your evening meal upon request and subject to your doctor’s prior approval.

Meal Times Breakfast 7.30am to 8.00amMorning Tea 10.00am to 10.30amLunch 12.00noon to 12.30pmAfternoon Tea 3.00pm to 3.30pmDinner 5.30pm to 6.00pmSupper 8.00pm to 8.30pm Meals for relatives or visitors are available for a fee, which is charged to your hospital account (there is no charge to parents of paediatric patients).

Housekeeping Your room will be cleaned daily and as otherwise required. If you have concerns about any aspect of the housekeeping service, you should notify your nurse or a member of the housekeeping team.

Laundry You should arrange with relatives or friends to attend to your laundry requirements, as personal laundry facilities are not available at the hospital.

Mail & FaxesMail is distributed to patient rooms by the ward clerk daily. Faxes may be sent to you via the hospital fax on (03) 9385 2170. Mail received after you leave hospital will be forwarded on to your home address.

NewspapersNewspapers and magazines are available for purchase daily at Hudsons® Coffee, located on Level 1. A mobile service trolley also visits all patient rooms between 11.30am and 12.15pm week days, offering inpatients the chance to purchase confectionery, newspapers and magazines.

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Community Agencies We are happy to arrange all referrals to community agencies. These include, but are not limited to, the following:• Cancer Support;• Continence Advisory Service;• District Nursing Service;• DVA Services;• Grief Counselling; • Living with Cancer; and• Palliative Care.

Discharge PlanningTo ensure that you make the best possible recovery in the shortest possible time when you return home, our hospital staff together with your family or carers, will help you plan for your discharge. Our Discharge Coordinator can assist you in coordinating any support services that you may need on your return home.

PhysiotherapistWhere physiotherapy services are required as part of your inpatient stay, the cost is covered in the bed fee at no extra charge to you.

Social WorkerSocial worker services are available upon request by notifying your nurse or the Nurse in Charge, who will make the necessary arrangements for you.

Hospital in the HomeOur Hospital in the Home program is a proven model of care which supports patient recovery in the familiar and comfortable surroundings of their home.We provide a home nursing service which allows you to remain admitted under the care of your specialist, but receive all necessary care in the home environment.

Our Hospital in the Home team are trained health professionals whose aim is to provide their patients with the highest possible level of service and quality care. Your specialist will identify whether or not this service is an option for you. Our staff will then assess your needs and develop a personalised home care plan, and inform you of any costs relating to your health fund cover.

Rehabilitation ProgramsDorset Rehabilitation Centre in Pascoe Vale provides a range of rehabilitation programs for our patients. • I ndividual multidisciplinary rehabilitation

for a range of adult presentations (including centre-based and home-based treatment);

• Arthritis Rehabilitation;• Better Balance (a holistic falls

prevention program);• Cardiac (post cardiac surgery and heart

failure program);• General Reconditioning Rehabilitation;• Hydrotherapy;• Neurological Rehabilitation (including

targeted post-stroke and Parkinson’s disease groups);

• Oncology Rehabilitation;• Orthopaedic Joint Replacement

Rehabilitation;• Pain Management Programs;• Pulmonary Rehabilitation;• Relaxation;• Reminiscence; and• Work Hardening.

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Diagnostic ImagingA comprehensive range of diagnostic imaging services are provided through our on-site provider, i-Med. Their services include:• Bone Densitometry;• CT;• MRI;• Ultrasound; and• X-Ray.If diagnostic imaging services are provided, you will be billed directly by the service provider and not the hospital. You may be able to claim for some or all of these expenses from Medicare and your health fund, depending on your level of cover.You are required to take your films (x-rays, MRI, CT and ultrasounds) home with you upon discharge, as they cannot be stored at the hospital.

PathologyA comprehensive range of pathology services are available through on-site and external pathology service providers. If pathology services are used, you will be billed directly by the provider and not the hospital. You may be able to claim some or all of these expenses from Medicare and your health fund depending on your level of cover.

Pharmacy & Medications You will be required to bring all medications that you are currently taking (in their original containers) with you on admission to the hospital.We require these to ensure that your treating doctor is aware of the medication that you are taking and that, where required, they can continue to be administered during your stay.

Prescriptions are supplied from the pharmacy on Level 1. Please supply any entitlement details on admission. You will receive an itemised account from the pharmacy for any medications not covered by your health fund or DVA on discharge. You should inform nursing staff about any medication you are currently taking and have brought with you. Medicines and drugs should never be taken without the knowledge of the nursing staff. Medications should be stored securely and dispensed by nursing staff, as per your medication chart.The cost of medications relating to your current admission are usually covered by the health fund for the duration of your stay in hospital. However, you will be advised if your fund does not cover this expense.You will be billed for medication not related to your current admission and any medications you are required to take on discharge from hospital. Personal medication will be returned upon discharge according to your current medication list.The hospital provides medications that relate to your diagnosis or the reason you are in hospital. Medication that you take routinely must be brought in with you. If a prescription is written to supply these while you are in hospital, a charge will be raised.You will be invoiced directly by the pharmacy and not the hospital if medications are not covered by your health fund or DVA. If you are unsure about your level of cover, please contact your health insurance fund for assistance.Medications purchased are your property and should either be taken home with you on discharge or destroyed if no longer required. Please make sure you ask for your medications on discharge.

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Visiting Medical OfficersYou will be admitted under your treating specialist, who will be a Visiting Medical Officer who elects to practice at our hospital and is responsible for your medical care while an inpatient. Your specialist will be able to advise you regarding any costs that are likely to be incurred in relation to their service. As they are independent practitioners and not employed by the hospital, accounts will be billed directly to you.

ConsentWe uphold your right as a patient to make decisions about your treatment.The administration of anaesthetics, the performance of an operation, blood transfusions and certain procedures all require specific consent. Before you give your consent for treatment, you should be confident that your doctor has explained the nature of the procedure, its effects, your expected recovery and follow-up care requirements.

StudentsWe provide clinical placement programs for a range of students in the healthcare industry. All students wear an identification badge and are always under the supervision of a qualified staff member. We are grateful for your support in educating our healthcare providers of the future. However, you are at liberty to decline any service offered by a student if you so desire.

Bedside HandoverPatient handover is conducted at the bedside. Handover is an inclusive process involving and engaging you and/or your carer. We encourage you to participate in your bedside handover, to keep you informed and also provide you with the opportunity to ask questions about your care and treatment.

It is also an opportunity for you to ask nursing staff about the day-to-day routine of the ward and your planned care for the day. If you prefer not to have a bedside handover you should notify the Nurse in Charge.

Heat PacksTo prevent burns and protect your skin integrity, we unfortunately cannot allow patients to use any heat packs that are brought in from home. Instead, we can provide you with a disposable heat pack, which is free of charge.

Going Home Discharge TimeOur discharge time is between 9.00am and 10.00am daily. You should arrange to be collected at 10.00am unless notified otherwise by your doctor or the nursing staff. Alternatively, reception staff can arrange a taxi for you, if required, and deemed to be appropriate by your doctor.

Discharge ArrangementsBefore you leave hospital, you will be informed of:• Further care you require at home; • How to collect a supply (or

prescriptions) of your continuing medication from pharmacy;

• Any follow-up appointments; • Collecting any x-rays or imaging tests

performed; and• How to finalise your account.Your GP will receive a copy of the nursing discharge summary once you have been discharged and you will be required to take a copy of your medication profile with you to your next GP appointment.When you are discharged from the ward, a staff member will escort you to main reception to finalise any outstanding accounts.

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TransfersAs a Healthscope hospital, we work closely with other Healthscope hospitals to provide you with the best care possible. At times we may, subject to your and your doctor’s agreement, transfer you to another Healthscope facility as an extension of your care. On your transfer from our facility, we provide a comprehensive discharge summary of your care and treatment to both your GP and to the facility you are being transferred to.

Financial InformationPatient AccountsAn estimate of your hospital expenses is provided prior to admission. Please note that it is only possible to provide an estimate of the eventual costs, as the surgical or medical services may change during your stay. The extent of these changes depends on the type of procedure, the services provided to you during your stay and the level of health fund cover that you have.We have a computerised patient information system and your account is maintained as your stay progresses. In the majority of cases, we will claim directly to your health fund. However, you will be required to pay any amounts not covered by your health fund on admission and the balance at the time of discharge.It should be noted that any medical, allied health, radiology, pathology and pharmacy services will be billed separately by the relevant provider after your stay. Methods of payment accepted are credit card, EFTPOS, BPAY and cash payments only. Please note that a merchant service surcharge is applicable to all credit card payments. Unfortunately, we are unable to accept personal cheques as payment.

Patients with Private Health Insurance We have agreements with the majority of private health funds to cover the charges associated with your admission. Depending on your level of cover you may be required to pay an excess or co-payment. In addition, some health fund policies have restricted or excluded services. If you have any questions regarding your level of cover we strongly recommend that you contact your health fund or, alternatively, ask to speak to our pre-admission staff. It is important to know that, in the event that your health fund rejects your claim for reimbursement, we will seek to recover any amounts from you.

Patients Admitted Via the Emergency DepartmentIf you were admitted to hospital via the Emergency Department, all outstanding accounts are required to be settled on discharge.If you have been treated by a specialist, separate fees will apply. Your health fund does not cover any fees related to your Emergency Department treatment.

Patients with WorkCover or Third-Party Insurance If your admission is a result of a WorkCover, third party or public liability claim, the hospital will charge the relevant insurance company directly. Any claims that have not been pre-approved by the insurance company will be payable by you.

Department of Veterans’ AffairsOur hospital has a Tier 1 status with the Department of Veterans’ Affairs (DVA), and a dedicated DVA Liaison Officer is available to provide resources and support to Veterans admitted to the hospital.

This compendium has been reviewed by our consumer consultants.

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Top Tips for Safe Health Care

What you need to know for yourself, your family or someone you care for.

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Ask questionsYou have the right to ask questions about your care.

�Confirm�details�of�your�operation�beforehandAsk to be told who will be doing your procedure and what will happen to you.

Understand�the�risks�and�benefitsFind out about your tests and treatments before they happen.

Know�your�rightsYou have a number of rights as a patient. Read our guide to find out what they are.

Give�feedbackFeedback helps health professionals spot when improvements can be made.

Find�good�informationNot all information is reliable. Ask your doctor for guidance.

Ask�about�your�care�after�leaving�hospitalAsk for a written outline of your treatment and what should happen after you get home.

List�all�your�medicinesAsk your doctor or pharmacist if you need more information about the medicines you are taking.

Understand�privacy�Your medical information is confidential. You can ask to see your medical record.

www.safetyandquality.gov.au/toptipsDownload�our�free�booklet�at:�

It’s OK to ask if your nurse or doctor

has washed their hands

We care about your health

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Local Community Services for Your InformationThe following pages contain information on a curated range of local community services chosen to help you and your visitors during and after your stay.Though a service’s feature in the publication doesn’t imply an endorsement on behalf of the hospital, we want to thank these service providers for their support, without which this publication would not be possible. Please take the time to look through their services and consider their usefulness to you.

For more information visit iconcancercentre.com.au

Delivering the best possible cancer care

Icon Cancer Centre Moreland is a dedicated radiation oncology facility offering advanced radiation therapy techniques for the local community, closer to home. Our experienced team work closely together to provide a personalised approach to patient care in a friendly and supportive environment.

Our servicesWe offer:

• State-of-the-art technology designed with patient comfort front of mind – the first of its kind in Victoria

• Advanced radiation therapy techniques suitable for a wide range of cancer types

• Affordable care for all patients – no private health insurance required with up to 80-90% Medicare rebate on services provided

• No wait list – consultation and treatment in a timely manner• Access to allied health services

Icon Cancer Centre Moreland

Location Icon Cancer Centre Moreland is conveniently located at John Fawkner Private Hospital.

ParkingFree on-site parking is available for all patients undergoing treatment. The centre is also easily accessible via local bus, tram and train services.

Centre hoursMonday to Friday from 8.00am to 5.00pm.

If you have any questions relating to our services, please contact 03 4225 6000 or email [email protected] for more information.

Icon Cancer Centre MorelandJohn Fawkner Private Hospital275 Moreland RoadCoburg VIC 3058P 03 4225 6000 E [email protected]

BlueCross Glengowrie and MontereyGlenroy

1300 133 414 bluecross.com.au

BLUECROSS HELPS YOU GET THE MOST FROM LIFE

As one of Victoria’s most trusted aged care providers, BlueCross offers

personalised care in your home or one of our 34 residences. Either way, we’ll

keep you living your best you.

FUN NEVER GETS OLD

For someone with dementia, even something as simple as going for a walk can be a challenge.

That’s why Hope Aged Care Brunswick has a specially designed outdoor walkway, creating a relaxing experience with familiar

images and soothing music.

It’s just one example of how Hope Aged Care invests in helping their residents live a fulfilling and purposeful life.

Hope Aged Care - embracing life with commitment and care for over 30 years

www.hopeagedcare.com.au

Hope Brunswick34 Lux WayBrunswick, Victoria 3056Phone: (03) 9380 8028

Hope Gladstone Park14 South Circular DriveGladstone Park, Victoria 3043Phone: (03) 9338 0111

Hope Sunshine2 Killara StSunshine West, Victoria 3020Phone: (03) 9312 3111

Hope Swan Hill39 Acacia St, Swan HillPh: (03) 9380 8028

We offer permanent and respite residential care in eight fully accredited residences in Melbourne’s west and regional Victoria. Our Queens Park and Shepparton locations offer a popular co-located retirement living option.

At Doutta Galla we are committed to supporting you to live the best life you can.

AURRUM RESERVOIR

AURRUM BRUNSWICK

AURRUM PLENTY

www.aurrum.com.au

AURRUM BRUNSWICK 17 Egginton St, Brunswick West 3055

AURRUM PLENTY 321 Diamond Creek Rd, Plenty 3090

AURRUM RESERVOIR 1 Aberdeen St, Reservoir 3073

AURRUM HEALESVILLE 27 Smith St, Healesville 3777

• Clinical care excellence• Modern Care Homes & superior amenities

• Dietitian-approved seasonal menus & home-cooked meals • Extensive wellness & lifestyle programs

• Aurrum’s own leading Memory Support program (dementia care)

OUR AURRUM FAMILY CARING FOR YOUR FAMILY

AURRUM AGED CARE

reimagine what aged care could be likeRETHINK WHAT YOU THINK OF AGED CARE

At Regis, our highly-trained, caring staff use innovative programs and proven systems to support residents so they feel secure and comfortable, can stay connected with loved ones, and be confident about their care, to help them embrace life the way they want.

To know more, please go to regis.com.au or call us on 1300 998 100

HOSPITAL GUIDE.indd 1 7/05/20 3:48 PM

1300 783 435

unitingagewell.org

Care and support tailored just for you with Uniting AgeWell

4188

HPG

Call the Uniting AgeWell team today to find out how we can support youto live well with choice, independence and peace of mind as you age.

Community support and wellbeingRemain connected withsocial groups, health andtherapy programs, seniorsgym and carer services

Independent livingMaintain an independentlifestyle in one of our vibrant retirement livingcommunities

Help at home Get assistance with personal and clinical care,household chores, assistivetechnology and transport

Residential careSpecialist 24/7 care and support, dementia and palliative care, chaplaincysupport and worship services

Live wellwith choice and peaceof mind

Call The Asthma Foundation. We provideasthma advice, education, training counsellingand we are here to help you.

We have:

• a telephone HelpLine

• a wide range of brochures on different

aspects of asthma management

• a website with up-to-date and useful information

• a program of community education and

training sessions

1800 645 130CALL US SO WE CAN HELP YOU

Do you have asthma?

Do you know how tomanage it, so thatyou can lead a fulland active life?

Do you want moreinformation?

John Fawkner RadiologyJohn Fawkner Private Hospital,

275 Moreland Rd, CoburgT: 03 8378 6100

i-med.com.au

Providing you with comprehensive careduring and after your hospital stay

275 Moreland Road, Coburg VIC 3058

Phone: 03 9385 2500 | Fax: 03 9385 2170

www.johnfawknerprivatehospital.com.au

A Healthscope hospital.

ABN 85 006 405 152

07/2020

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Documents

Patient Information Directory...Car Parking & Transport 10 Hudsons® Coffee 10 Public Toilets 10 Patient Rooms 11 ... impact on the individuals who choose our services. We will achieve