The information contained on this page is designed to help you prepare for your stay with us. It tells you what you need to bring on admission, outlines all hospital services, notifies you of your rights and responsibilities and explains the Victorian Public Hospital Election Procedures.

Once you have been notified of your booking, please confirm your admission details with the hospital.

If you have changed your name, address or telephone number, or you are unable to enter the hospital on the appointed day, please contact the admissions office as soon as possible on (03) 5962 4300.

We see your health care as a co-operative and collaborative effort between you, the patient and our staff. By working together we can achieve the best results possible. This information book outlines your rights and responsibilities - what you can expect from your hospital visit and what we expect from you.

Healesville hospital is staffed by a team of experienced health professionals. All dedicated to providing the best in quality care. As a patient you can make a valuable contribution to your care and treatment by:

• informing us of your medical history and that of your family
• answering any questions about your health honestly
• attending follow-up appointments or advising those concerned if you are unable to do so.

You can also help the hospital by:

• showing fellow patients consideration, for example by using headphones with your television
• observing visiting hours and limiting visitors where requested, and keeping children who are visiting within your room and quiet.

Confidentiality and Privacy

Information regarding your history and treatment at Healesville will be handled confidentially. Information from your record may be made available to health professionals involved in your care, but will not be released to others without your consent, unless legally required. You are entitled to request access to your medical record under the Freedom of Information Act 1982. (Fees and charges are payable under the Act).

After discharge, you may receive correspondence to provide information regarding special projects within the hospital. This correspondence may request financial support of these projects. If you do not wish to receive this material please contact the Eastern Health Donation Registry on 9895 3397.

Our staff are committed to respecting your confidentiality and preserving your privacy. We will keep your personal information secure and protected from unauthorised access or improper use, and we will only disclose information about you if it is authorised by you or mandated by law.

All our services comply with the relevant information and privacy legislation.

If you would like a copy of our Privacy Policy please ask a member of staff or visit our privacy webpage.

Enduring Power of Attorney / Refusal of Treatment

If you have a Medical Enduring Power of Attorney and / or you have completed a Refusal of Treatment Certificate and wish them to be applied at this hospital, you will need to bring the relevant documentation to the hospital to ensure the appropriate notation is made in your Medical Record.

If you wish to establish your Medical Enduring Power of Attorney whilst you are in hospital, your nurse can contact a social worker to assist you.

Preparation for Admission

What to Bring / What to Leave At Home

Items to Bring With You

• Your admission letter, if one was sent to you
• Doctor's letter and any x-rays
• Your Medicare card
• Details of medical enduring power of attorney - Certified Copy
• Health insurance details (if you have private health insurance)
• Pension card
• Telephone numbers for 2 contact people
• Any medication you are taking (in the original container)
• A list of any allergies
• A list of special dietary needs
• Suitable comfortable clothing, including nightwear
• Slippers and toiletries (such as comb, toothbrush, etc.)
• Facial razor
• Coins for telephone

Please avoid bringing large sums of money and any jewellery or valuables.

Enquiries

Please nominate two contact people (next of kin) to liaise with the hospital to advise family and friends of your progress. These two contact people may contact the hospital on 5962 4300 to make general enquiries about your progress.

Pre-Admission Clinic

Prior to your admission to the hospital you may be required to attend the Pre-admission Clinic for assessment. If you are required, an appointment will be advised via telephone or letter. If you are unable to keep an appointment, please advise the clinic as soon as possible on (03) 5962 4300. Failure to do so may result in your procedure being cancelled.

Day Stay Patients - Pre-admission Clinic by telephone.

Change in Health

If your medical condition has changed in any way since you were last seen at Healesville, please see your local doctor for an assessment. If you have any concerns, please ask your local doctor to ring and speak to the treating Medical Officer who will be responsible for your care.

Cancellations

The hospital will endeavour to honour all bookings however, elective admissions may be cancelled in order to accommodate patients requiring more urgent surgery, or for circumstances beyond the hospital's control.

Preparing for Surgery

Your Anaesthetic

Please advise your Anaesthetist, before the operation if you have any:

• loose teeth, dental caps, crowns or any other special dental work
• stiffness or fixation of any joints or limbs
• allergies or sensitivities to food or drugs

Prior to Admission for Surgery

Prior to being admitted to the hospital for your operation, the following points apply to your care:

Fasting

You will be advised prior to your operation when you must stop eating and drinking (as part of the preparation for your surgery). This includes sucking lollies or chewing gum. Usually if your operation is in the morning, you must not eat or drink anything from midnight before the operation. If your operation is in the afternoon you may have a glass or cup of fluid and toast for breakfast before 7a.m. on the day of the operation and then nothing more to eat or drink. Special instructions may apply to children and these will accompany the booking letter. This will be advised at pre-admission clinic.

Smoking

If you are a smoker, it is recommended that you cease smoking 24 hours prior to undergoing surgery.

Medications

It is advisable that you discuss your medications with your doctor before your operation. If you are taking medications, please bring the tablets in the original packaging, so that the drugs may be identified. Medication for epilepsy, blood pressure or asthma (including sprays), which you normally take in the morning should still be taken (unless otherwise specified by your doctor) but with only the smallest amount of water, on the morning of the operation.

Diabetic Patients - Oral Medications (non-insulin dependent)

Please discuss with the doctor who manages your Diabetes prior to your procedure, and advise the Pre-admission Clinic nurse.

Diabetic Patients - Insulin Dependent

Consult with your doctor prior to your operation to discuss your insulin management.

After Admission for Surgery

After you have been admitted to hospital for your operation, the following will occur -

Preparation before your operation

An anaesthetist may check your physical condition and ask you some questions about your health. You will be given a gown to change into and wear to the operating room. It may be necessary for you to have the hair at the site of your operation clipped to lessen the risk of infection.

Care after your operation

After your operation you will remain in the recovery room until the anaesthetist is happy with your condition. If you have had an anaesthetic or have been sedated it is quite normal that you may not remember very much of what happens during this time. Once you return to the ward it is important that you stay in bed and do not eat or drink until your nurse advises that it is safe to do so.

To prevent complications after your operation your nurse or physiotherapist may ask you to do some regular coughing and deep breathing exercises and some leg exercises.

Discharge Information

What You Should Expect

• to be involved in the planning and preparation for your discharge;
• to receive timely notification of your planned transfer or discharge and adequate instruction before leaving;
• that appropriate arrangements will be made for your ongoing care;
• that relevant information on your medical condition and hospital stay will be forwarded to your general practitioner or specialist and other community health workers involved in your care, unless you specifically advise that this should not happen.

Your discharge time will be determined by your clinical condition. Discharge time in the general wards is 10a.m. In the Day Procedure Area, your doctor and nursing staff will arrange discharge time in consultation with you.

Prior to discharge, please ensure that your nurse has provided you with final discharge instructions regarding ongoing care and/or appointments, medical certificates, medication and details of community services that may have been arranged for you. You may also need to make arrangements for payment of accounts and collection of valuables during office hours.

Prior to leaving the hospital you may be transferred to the lounge for a short period of time until you are ready for discharge.

Discharge Following Same Day Surgery

If you had an anaesthetic or sedation, it is advised that you do not drive and/or operate machinery for twenty-four (24) hours post surgery. Drugs used for anaesthetic and sedation purposes may interfere with concentration and cause drowsiness for some hours. To enable you to arrange transport to your home, you will be given an approximate discharge time. Please ensure that you arrange this transport before you come into the hospital.

Continued Care Following Discharge

You may require continuation of care following discharge. The hospital offers several services, including the Post Acute Care Program and community-based services such as the District Nursing Service. The most suitable service will be discussed with you prior to your discharge.

General Hospital Information

Car Parking

There is no charge for car parking.

Interpreters

The hospital has access to professionally accredited interpreters in most languages. Accredited translators are also available for the hearing impaired. If you require these services please notify the Admission Office on 5962 4300.

Transcultural Services

Vending Machines

A snack and drinks machine is available.

Mail

All mail is delivered to the ward on weekdays.

Mobile Phones

Please note that the use of mobile phones is not encouraged within the hospital.

Pastoral Care

Chaplains and members of Pastoral Care are available to patients, their families and friends as part of the health care team, if requested.

Perishable food from visitors

If visitors bring perishable food into the hospital for you, please advise your nurse. The food is to be labelled with the following information: patient's name, date food prepared and date food brought into the hospital. It will then be refrigerated in the kitchen.

Perishable food that is not eaten within 24 hours of being brought into the hospital will be discarded. These measures are to ensure that the hospital complies with its food safety program. (Whilst all care is taken, we will not be responsible for any crockery and cutlery that is brought in with food).

Personal Laundry

The hospital does not have the facilities to launder personal items of clothing.

Safe

The hospital provides, on request, access to a secure safe for valuables and will only accept responsibility for any cash or valuables if secured in the safe and a receipt issued.

Valuables and cash can be placed in a hospital safe at any time during the day, however, can only be removed between the hours of 8.30a.m. and 5.00p.m., Monday to Friday, excluding Public Holidays.

Smoking

Healesville and District hospital has a no smoking policy.

Telephones

Please bring an adequate supply of coins for the public telephone located in the patient lounge of the hospital.
(Please also see "Mobile Phones").

Televisions

A television set, available for use is located at each bed in the ward. Please do not bring your own television in to the hospital. There is a small charge for use of the television and headphones.

Accommodation

Please note that single rooms are allocated according to medical need. Private health insurance does not guarantee a private room in a public hospital.

Medical Certificate

If you require a medical certificate, please notify your doctor well before your time of discharge.

Research and Education

Research and student education are important elements in maintaining and improving the standard of health care and health care services. Your co-operation would be highly valued, although there is no obligation on you to take part in these activities.

You can expect:

• A full explanation of any research or treatment of an experimental nature in which you may be asked to be involved.
• That you may be asked to be examined or interviewed by health care students.
• That you will be given the opportunity to consent to be involved in a research or education activity or refuse to participate in such an activity.
• And that you can withdraw consent to participate at any time.

Concerns During Your Stay

You are entitled to express any concerns or problems you have about any aspect of your stay in hospital without fear of being disadvantaged by communicating your concerns.

Should you experience any difficulties with our services, you are encouraged to discuss the issue/s with the staff or Nurse Unit Manager, who will try to resolve your concern, or alternatively you may contact the Patient Complaints Officer, who will investigate your concern and help resolve any complaint.

You can contact the Patient Complaints Officer (office hours are 9a.m. to 5p.m., Monday to Friday) by either:

• Asking a nurse, doctor or hospital enquiry desk for a complaint form
• Telephoning the Patient Complaints Officer on 5962 4300
• Writing to the Patients Complaints Officer
  Healesville Hospital
  PO Box 1247
  Healesville VIC 3777

The Health Services Commissioner

The primary purpose of the Office of the Health Services Commissioner is to investigate and resolve complaints by health care consumers against health care providers. You may chose to involve the Health Services Commissioner if the hospital does not resolve any problems to your satisfaction. You can contact the Health Services Commission Complaint line on phone number 8601 5200.

Victorian Public Hospitals Election Procedures

The Medicare Agreement between the Commonwealth and State governments requires that YOU (or your agent) ELECT to be treated as a PUBLIC (non-chargeable) or PRIVATE (chargeable) patient upon admission to this hospital. YOU (or your agent), having made an INFORMED election to be treated as a PUBLIC or PRIVATE patient upon admission to this hospital, cannot change your initial election status except for the following "unforseen" circumstances.

i) A change in medical circumstances, i.e. Patients who are admitted for a particular procedure but are found to have co-morbidities not evident at admission, or develop complications.

ii) A change in social circumstances, i.e. change in income status resulting in an inability to pay (loss of job, or bankruptcy).

A Public Patient

• will be treated by doctors nominated by the hospital;
• cannot chose a specific doctor to provide his / her medical treatment; and
• will not be charged for medical or hospital services.

You CANNOT choose to be a PUBLIC PATIENT if you elect:

• to be treated by a doctor of your own choice; or
• to occupy a bed in a single room

A Private Patient

• will be treated by his /her nominated doctor(s) provided that the doctor(s) has the right to practise at the hospital; and
• will be RESPONSIBLE FOR THE PAYMENT of the hospital accommodation fees and charges for all medical services
• is not guaranteed a single private room in a public hospital.

  Priority is based on medical need first, and thereafter on bed availability.

  Private Patients Not Claiming Private Health Insurance Benefits Must Pay The Full Fee Before Admission

Private Health Insurance

• DOES NOT stop you from electing to be a public patient.
• WILL COVER full cost of shared ward accommodation but may not fully cover costs (depending on level of cover) if single room accommodation is chosen or you have an excess to pay.
• Medicare will cover 75% of the Commonwealth Medical Benefits Schedule fee for the medical services provided to private patients while in hospital and private health insurance will cover the remaining 25% of the fee.
• Where a doctor charges a fee which exceeds the Commonwealth Medical Benefits Schedule fee, the patient will be responsible for paying the difference between the fee charged by the doctor and the Schedule fee.
• It is your responsibility to discuss hospital charges and entitlements with your health insurance company. Private patients without health insurance are required to pay all fees before admission. Please contact the Patient Administration Officer on 5962 4300 prior to your admission to discuss your payment or any queries regarding your account. Payment may be in the form of cash or cheque.

Medicare covers 75% of these fees and the remaining 25% is covered by private health insurance, unless the schedule excludes particular services. This may not apply to private patients whose admission has been arranged through the doctor's private rooms.

Please note that the majority of doctors at Healesville Hospital have advised that private patients will be charged the CMBS Schedule fee for all medical services provided.

Long Stay Patients

Under the terms of the Commonwealth legislation, patients hospitalised for more than 35 days who do not need acute medical treatment must be classified as "nursing home type patients".

Such patients are required to pay a daily contribution which is set by the Commonwealth Government that is not covered by Medicare or Private Health Insurance.

Compensable Patients

If you are entitled to, or may be entitled to compensation, damages or other benefits in respect of the injury, illness or disease for which you are receiving hospital care and medical treatment, all fees and charges may be met by your compensation. This includes, for example the Accident Compensation Act 1985 (Vic), Transport Accident Act 1986 (Vic), Criminal Injuries Compensation Act 1983 (Vic), Safety Rehabilitation and Compensation Act 1988 (Cth), or a claim for damages at Common Law.

Veterans' Affairs Patients

Veterans' Affairs patients are those for whom the Department of Veterans' Affairs has agreed to accept responsibility for hospital charges for the condition for which you are being admitted.
If you are admitted as a Compensable or Veterans' Affairs patient you are still required to nominate public or private status in the event of your claim for compensation being denied.

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