Welcome

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 Hospital on the appointed day, please contact the admissions office as soon as possible on (03) 9871 3367.

 Working Together

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

Maroondah Hospital is staffed by a team of experienced health professionals, all dedicated to providing the best in quality patient 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; and
• 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 keeping down the volume on your television;
• observing visiting hours and limiting visitors where requested.

 Phone Numbers

Address

Davey Drive
Ringwood East 3135

PO Box 135
Ringwood East 3135

Public Transport

Bus service (National no. 367) operates from Ringwood, Ringwood East and Croydon Railway stations and stops outside the hospital.

 Admission Checklist

Items to bring with you to hospital

• 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
• Health insurance details (if you have private health insurance)
• Pensioner 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
• For children - a favourite article such as a toy, labelled with the child's name
• Personal electrical appliances, such as a radio (which must have earphones) must be labelled clearly with your name. When you are first admitted, you will need to arrange with nursing staff to have a hospital electrician check the appliance before use.
• Coins for telephone vouchers if you wish to have access to a telephone at the bedside.

If you are a patient in the emergency department, please arrange for a friend / relative to obtain the personal items as listed above.

 Confidentiality and Privacy

Information regarding your history and treatment at Maroondah 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)

Privacy Policy Privacy Booklet

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

 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 to 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.

 Enquiries

Please nominate two contact people (next of kin) to liaise with the Hospital to advise family and friends of your progress. These 2 contact people may contact the Hospital on 9871 3333 to make general enquiries about your progress or if your condition allows, calls will be put directly through to your bedside phone, should you choose to hire one. Alternatively, your family and friends can contact you directly on the Patient Enquiry Line on 9871 3100 using your 6-digit number, which is shown on your admission letter and your wrist tag.

 Visiting Hours

Visiting hours are from 4:00 p.m. - 8:00 p.m.

 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 your appointment, please advise the clinic as soon as possible on (03) 9871 3759. Failure to do so may result in your procedure being cancelled.

 Change in Health

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

 Cancellations

The Hospital will attempt 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.

  Admission Information Regarding Children

For a young child, an admission to Hospital may be a difficult time. Maroondah Hospital's policy is that any child 4 years of age and under must be accompanied by a parent, relative or guardian at all times. Although parents/relatives/guardians of children 4 years and older are not required to stay, the Hospital encourages them to spend as much time as possible with the child. Overnight facilities for parents/relatives/guardians are available.

Preparation 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 being admitted to the Hospital for an 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.

Smoking - If you are a smoker, it is recommended that you cease smoking at least 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 and a list of their names with you, 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)

Morning Surgery - Do not take evening diabetic medication on the day before your operation.
Afternoon Surgery - Take evening medication on the day before your operation. Do not take morning medication on the day of your operation.

Diabetic patients - Insulin Dependent
Consult with your doctor prior to your operation to discuss your insulin management.

 Once you have been admitted for surgery the following care applies:

• Pre-operative Preparation - Prior to your operation you may will be visited by an anaesthetist who will check your physical condition and ask relevant questions about your health. You will also be provided with a gown required to be worn during surgery unless otherwise specified.
  
  If it is necessary,
  - hair at the site of the operation may be clipped to reduce the risk of infection.
  - tests may be performed, however if these are necessary, a doctor or nurse will consult with you.
  
• Post-operative care - Following surgery, you remain in the Operating Suite for observation until your condition is stable. If you have had a general anaesthetic or have been heavily sedated it is quite normal for you to remember little of this time.
  
• Return to Your Ward - Once your condition is stable you will be transferred from the Operating Suite back to the ward. It is important that you remain in bed and have nothing to eat or drink until advised by your nurse.
  
• To prevent post-operative complications, your nurse or physiotherapist may ask you to cough and perform deep breathing exercises and leg movements on a regular basis.

 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 10:00 a.m.  In the Day Procedure Area, your doctor and nursing staff arrange discharge time.

  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.

 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 Maroondah In the Home Service (MITHS), the Post Acute Care Program and community-based services such as the Royal District Nursing Service. The most suitable service will be discussed with you prior to your discharge.

A pamphlet outlining available services (including rehabilitation, community services and alternative accommodation) may be obtained by contacting the Social Work Department on 9871 3511.

 Outpatient Clinic

Following discharge, you may be asked to attend an Outpatient Clinic appointment. Your consultant or one of the Hospital Medical Officers at this clinic will review you during this appointment.

 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. A medical certificate can also be requested at your next outpatient appointment.

 Pharmacy

Maroondah Hospital provides a pharmacy service, each ward has a designated pharmacist whose role includes reviewing patient's medication chart and attending to any medication related matters.
On admission, your pharmacist will store all your medications that you have brought to the hospital with you. Prior to discharge, your pharmacist will review and discuss your medication needs to ensure you have the correct medication on discharge.
The pharmacy has printed material on many medications available on request. If you have any queries please speak with your pharmacist.

 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 your consent to participate at any time.

 Cafeteria

Snacks and hot meals are available from the Hospital cafeteria on the Lower Ground Floor.

 Car Parking

Car parking is available in several areas, including the multi-level car park for which a small fee is charged at the point of entry (coin machine - $3). Failure to observe parking restrictions on the Hospital grounds and surrounding streets may result in a parking infringement notice being issued by the local council.

 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 9871 3367.

Transcultural Services

 Kiosk

The kiosk sells snacks, sweets, gifts and personal items. It is operated by the Hospital Kiosk Auxiliary and all profits go to the Hospital. Please remember to consult your nurse if you should be fasting.

Hospital Kiosk Volunteers visit Wards with a trolley from which patients may purchase snacks, toiletries, etc. All profits go to the Hospital.

 Mail

All mail is delivered to the ward on weekdays

 Mobile Phones

Please note that the use of mobile phones and other transceivers is restricted in the Hospital, as they interfere with vital equipment. DO NOT USE THESE DEVICES IN OR NEAR ANY PATIENT CARE AREAS. Signs are placed around the Hospital where mobile telephones and radio transceivers cannot be used.

 Pastoral Care

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

The multi-denominational Hospital chapel is situated on the Lower Ground Floor and is available for use by you and your family and friends at any time. Prayer services are held Tuesday and Friday mornings at 9:30a.m., you are welcome to attend.

 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. Perishable food that is not eaten within 24 hours of being brought into the Hospital will be discarded. The above 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 non-disposable 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

Maroondah Hospital has a no smoking policy.

 Telephones

A telephone available for rental is located beside each bed in the general, medical and surgical wards. The phones can be used by purchasing a voucher from the vending machines available on each level. Please bring an adequate supply of coins for the machine as change is not available. An explanatory pamphlet will be provided on the day of your admission. Public telephones are located in the main foyer of the Hospital and in the waiting area of the Emergency Department. (Please also see "Mobile Phones")

 Televisions

A television set, available for rental is located at each bed in the medical and surgical wards. A representative calls every Monday to Saturday, between 1:00p.m. and 5:00p.m., or you may leave a message on telephone extension 3483.

  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. You may contact the Patient Complaints Officer, who will investigate your concern and help resolve any complaint made against the Hospital.

You can contact the Patient Complaints Officer (office hours are 9:00a.m. to 5:00p.m., Monday to Friday) by either:

• Asking a nurse, doctor or Hospital enquiry desk to page the Patient Complaints Officer;
• Telephoning the Patient Complaints Officer on 9871 3333; or
• Writing to the Chief Executive Officer, Maroondah Hospital, PO Box 135, Ringwood East, 3135.

 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 choose 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.

 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 "unforeseen" circumstances

i) A change in medical circumstances, ie. 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, ie. 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 PUBLIC PATIENT if you elect:

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

 Long Stay Public 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 that is not covered by Medicare or private Health Insurance.

 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, charges for all medical services and prosthesis and dental fee
• 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
  
  If you have private health insurance, the hospital will advise all relevant charges. 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 9871 3362 prior to your admission to discuss your payment or any queries regarding your account. Payment may be in the form of cash, EFT or credit card (Bankcard, Mastercard or Visa only). No personal or company cheques will be accepted.

 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 and 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.

  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.

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