Description of Service

In August of 2003 the Maroondah Hospital, a member of the Eastern Health Network commenced a new and exciting era of care to the community with the opening of a brand new Emergency Department.

The Emergency Department serves a bustling, growing community in the eastern suburbs. Presentations to the Emergency Department number in the thousands per month, including all manner of cardiac, respiratory and psychiatric emergencies, as well as road, domestic and industrial trauma.

Emergency Care at Maroondah is delivered with a team approach. Our team consists of Medical, Nursing, Clerical, Care Coordinators, Ward support and Security staff who aim to provide an efficient and supportive service to our patients during what is often a stressful time.

Doing everything for you and many other patients who visit the Emergency Department takes time. We recognize that when you are sick, injured or worried, every minute seems like an hour, but we do not want to rush the steps we take to diagnose and treat your particular problem.

  Triage

A specially trained emergency nurse called the Triage Nurse begins your treatment when you arrive in the department. The Triage Nurse's job is to determine the severity of the patient's problem by performing an initial assessment. In Australia we use the Australian Triage Scale. This allows us to decide which patient the doctor should assess first. This enables life-threatening conditions to be seen as an absolute high priority.

Triage Categories are:

Category 1 - Seen immediately
Category 2 - Seen within 10 minutes
Category 3 - Seen within 30 minutes
Category 4 - Seen within 1 hour
Category 5 - Seen within 2 hours

  Registration by the clerical staff

The clerical staff should be given up to date information. A relative or family friend may give this information if the patient is unable.

  The Waiting Time

If your problem is assessed to be less severe, you may be asked to wait in the waiting room. Here, the Triage Nurse can monitor your condition. The length of stay may depend on the number of more serious cases there are in the department. Just because the waiting room may appear quiet, this does not mean that the Emergency Department is not busy; in fact very often it is very busy. We understand that the waiting time can be frustrating, but we will do everything we can to keep your wait to a minimum and keep you as comfortable as possible. In addition, you can always ask the Triage Nurse any questions you may have and it is important to let the nurse know if you feel your condition has changed.

  Examination

As soon as there is a cubicle available you will be assessed by another Emergency Nurse and then await the doctor to assess you. The doctor will ask more detailed questions about your condition and may perform tasks too help diagnose your problem. As we are not familiar with your personal, medical history, you may be asked many questions, sometimes by different health care professionals so that we can help you in every possible way.

Please inform the staff of:

• Any medications you are taking
• Any allergies you may have
• Previous medical history
• If you are pregnant or have any special needs
• Any recent visits to foreign countries

  Can my family come in with me?

Having your family or significant others with you can make the stress of the Emergency Department a little easier. Family members and friends are welcome and we encourage their participation in your care. There are times when we may have to restrict the number of people who come in to the department as it can get a little congested during busy times. We may ask your friends and relatives to step outside during certain procedures. We would ask you to respect the privacy and be sensitive toward other patients.

  Treatment

After the Emergency Doctors and nurses have reviewed all your tests and examined you, they will explain the problem and the best treatment. If your problem can be readily treated in The Emergency Department then we will do so. We also may recommend treatment at home or by your local doctor, and provide you with ongoing care information. If your problem is more severe or requires special attention then we may recommend admission to hospital.

  Going Home

If possible, you will go home after treatment. On discharge you will be given information regarding follow up care, this may be in the form of:

• Instruction sheets
• Medications or a script
• Appointments for further tests
• Outpatients appointments
• A referral letter to your local doctor

Please ensure you have medical certificates, work cover or traffic accident certificates and any other information that you require before leaving the department.

  Admission

If we recommend admission to hospital, we are doing so because we believe it is the best course of action to help the patient. As your admission is an "unscheduled admission" it may take some time to make a bed available for you with in the hospital. Care in the Emergency Department will be ongoing until a bed becomes available.

  Food and drinks

Patients are asked not to eat and drink without discussion from the Triage Nurse. Meals for relatives and friends can be purchased at the kiosk on the ground floor or the cafeteria on the lower ground floor. There are also vending machines throughout the hospital with limited food and drink supply.

  Telephone enquiries

Telephone enquiries regarding patients can be made by calling the hospital on 9871 3333 and follow the prompts to press three which requests the Emergency Department. Please limit your calls as the line can be very busy.

  Safety and Security

Areas of the Emergency Department are under constant security surveillance, this is to provide security and safety for the patients, visitors and staff whilst in the department. There are also security guards employed by the department that you may see walking around.

  Code of Behaviour

The Maroondah Hospital Emergency Department has a "Code of Behaviour" to assist in creating a friendly environment for patients, visitors and staff.

No acts of:

• Physical violence
• Intimidation
• Swearing or verbal abuse toward another patient, visitor or staff member will be tolerated.
• Offenders may be referred to the police.

  Comments

If patients or relatives have any issues they wish to discuss regarding treatment or the Emergency Department please ask the nurse or doctor looking after the patient, or write to:

Maroondah Hospital
Davey Drive
Ringwood East, 3135