INPATIENT
INFORMATION
PATIENT VIsITINg HOuRs
11:00am - 1:30pm 3:00pm - 8:00pm
Burns unit 2:00pm - 8:00pm Intensive Care unit Midday - 8:00pm
gENERAl ENquIRIEs 9767 5000
Admissions Department - 9767 6855Ambulatory Care Appointment Centre - 9767 5333Patient Enquiries - 9767 6000Patient Representative - 9767 7488Private Patient liaison Officer - 9767 5654Interpreter service - 9828 6088
This hospital has been accredited continuously since 1978 by The Australian Council on Healthcare Standards
A facility of Sydney Local Health District funded by the New South Wales Ministry of Health
www.slhd.nsw.gov.au/concord
Hospital Road, Concord NSW 2139
CONTENTs Page
Welcome to Hospital .................................................................................... 1Mission statement ....................................................................................... 1standard of service ...................................................................................... 1About us .................................................................................................... 2Concord as a university Teaching Hospital ..................................................... 2Concord Centre for Mental Health .................................................................. 3Accessing the Hospital ................................................................................. 4• HospitalWebsite ................................................................................ 3• SecurityServices ................................................................................ 3• WhenYouArrive ................................................................................. 5• WhattoBring .................................................................................... 5• Medications ....................................................................................... 5• GettingReadytogoHome ................................................................... 6• DischargeLounge ............................................................................... 6• VisitingHours .................................................................................... 11• Pre-AdmissionClinic ........................................................................... 12• Consent ............................................................................................ 12• Pre-AdmissionforCountryPatients ........................................................ 12• WardAccommodation .......................................................................... 13• InabilitytoAdmit .............................................................................. 18• DisabilityAccessandServices .............................................................. 19
Patient Fees ................................................................................................ 7• BenefitsofbeingaPrivatePatient ........................................................ 7• SimplifiedBilling ................................................................................ 8• Self-InsuredPatients ........................................................................... 8• WorkersCompensation,ThirdPartyandPublicLiabilityCompensation......... 9• MedicarePatients ............................................................................... 9• OverseasPatients ............................................................................... 9• PharmaceuticalCosts .......................................................................... 10• MethodsofPayment ............................................................................ 10
general Information .................................................................................... 11• AccesstoyourPersonalHealthInformation ............................................ 28• AlliedHealthServices ......................................................................... 17• BedsideTelephone&TelevisionServices................................................. 13• Chaplains .......................................................................................... 17• CollectionandStorageofPersonalHealthInformation ............................. 27• ConcordHospitalEquipmentLoanPool(CHELP) ...................................... 17• ContactingthePatientRepresentative ................................................... 31• EnableNSW ........................................................................................ 19• Fire .................................................................................................. 13
CONTENTs Page general Information (cont....)• HealthServiceObligations ................................................................... 35• HospitalPharmacy .............................................................................. 17• Hostel .............................................................................................. 12• InabilitytoAdmit .............................................................................. 18• InternetCafe ..................................................................................... 16• InterpreterServices ............................................................................ 14-15• InterviewswithMedicalStaff ............................................................... 11• MealsandBeverages ........................................................................... 18• MobilePhones ................................................................................... 16• MyWishes ......................................................................................... 20• PatientInformationPrivacy ................................................................. 35-38• PrivacyandConfidentiality ................................................................... 28• PublicTelephoneandMail .................................................................... 16• RetailOutletsonCampus ..................................................................... 16• Smoking ............................................................................................ 13• Smoking&ElectiveSurgery .................................................................. 13• Valuables .......................................................................................... 11• VisitbyExServiceOrganisations(ESO) .................................................. 18• WasteMinimisationandSegregation ..................................................... 17• YourRightsandResponsibilitiesasaPatient .......................................... 23-30• YourAdmissionChecklist ..................................................................... 39-40
Thank You for Your support .......................................................................... 32• AChancetoHaveYourSay ................................................................... 34• ANZACHealth&ResearchInstitute ...................................................... 33• Bequests ........................................................................................... 32• GeneralDonations .............................................................................. 32• HospitalMagazine .............................................................................. 33• LionsNSWEyeBank ............................................................................ 33• PatientInformation ............................................................................ 34• Preventinfection–Whatyoucandotohelp? ......................................... 21-22• VolunteerServices .............................................................................. 32
Please Note: Correctattimeofprinting.Subjecttochangewithoutnotice.
- 1 -
WElCOME TO THE HOsPITAl
Welcome to Concord Repatriation General Hospital. We will do our best to make your time with us as pleasant as possible. This brochure is intended to answer a number of questions you may have about the hospital and the services we provide. There are also many people who are happy to answer any questions you have and give you directions around the hospital. Our aim is to provide you with best service possible. If you have suggestions about how we might improve the hospital or the services we provide, please tell us. You can do this directly with staff of the hospital, a letter, email, interview with the Patient Representative, or a note in the hospital suggestion box.
We trust your expectations of Concord Hospital will be met and I wish you well.
Dr Tim sinclair A/general Manager
MIssION sTATEMENT
Ensuringthecommunityhasequitableaccesstohighqualitypatient-centredcarethatis:
n Timely,evidence-based,culturallyappropriateandefficient
n Providedbyhighlyskilledstaffwhoarecommitted,accountableandvalued
n Supportedbyleadingedgeresearch,educationandtechnologies
SupportingthehealthcareofpopulationsinotherLocalHealthDistrictsStatesandTerritoriesacrossAustraliaandothercountriesthroughresearch,educationandtheprovisionoftertiaryandquaternaryreferralservices.
sTANDARD OF sERVICE
Weaimto:
n Enhancethehealthstatusofourcommunity
n Deliverqualityserviceandpersonalisedcare
n Evaluateperformanceagainststandards
Weareconstantlyseekingtoimproveourcareandservice.Weneedyoutotelluswhatyouthinkaboutourservice,whetherpositiveornegative.ShouldyouhaveanyimmediateconcernsyouarewelcometodiscussthemwiththePatientRepresentativeon (02)97677488orEmail:[email protected].
- 2 -
ABOuT us
ConcordRepatriationGeneralHospitalisateachinghospitaloftheUniversitiesofSydney,WesternSydney,Newcastle,NewSouthWales,MacquarieUniversity,UniversityofTasmaniaandCharlesSturtUniversity,formedical,nursing,pharmacyandalliedhealthtrainingacrossarangeofgeneralandspecialtyareas.
Weareatertiaryhospitalanddeliverabroadrangeofspecialtyandsubspecialtyservices.
ConcordHospitalhasacomprehensiveresearchprogramspanningthespectrumfrombasics,laboratory-basedresearchthroughtoappliedclinicalresearch,topopulation-basedstudies.AnimportantfeatureoftheresearchprogramatConcordHospitalisthemultidisciplinarynatureofmanyoftheresearchprojects.
WehavereceivedcontinuousaccreditationfromtheAustralianCouncilonHealthcareStandards.
Furtherinformation:www.slhd.nsw.gov.au/concord
CONCORD As A uNIVERsITY TEACHINg HOsPITAl
ExemplarypatientcareistheunderlyingthemebehindaUniversityteachinghospital.Itisalsoaplacewherelearningtobeagooddoctor,nurseorothermedicalprofessionaloccurs.OneofthemostvaluablepartsoftheSydneyMedicalProgramistheopportunityforstudentstolearnmedicine”atthebedside”.Thisinvolvesinteractingwithpatientsandobservingtheirfullrangeofemotionalandphysicalexperiences.
Universityteachinghospitalsattractthemosttalentedmedicalprofessionalsastheyofferanopportunitytodoresearch,suchasattheANZACInstituteatConcord.Weallbenefitfromhavingleadersintheirfieldscaringforpatientsandteachingstudents,doctors,nursesandthemanyotherspecialityfieldsthatconstituteateachinghospital.Inaddition,theopportunitytodoresearchandworkwithoutstandingphysiciansandsurgeonsattractssomeofthebestdoctorstothehospitalenhancingthequalityofourmedicalstaff.
TheUniversitiesappreciatethecontributionofourConcordpatientswhoreadilyagreetoparticipateinteachingsessions,examinationsandotheractivities.Whenyouareattendingthehospitalorcomeinasapatient,youmaybeapproachedtojoininwithourteachingprogram.Attimesitmaybedifficultandweunderstandthat,butwouldaskforyourhelpwhenitispossible.
Wealsorespectyourwishnottoassistintheseteachingsessions.
- 3 -
CONCORD CENTRE FOR MENTAl HEAlTH
TheConcordCentreforMentalHealthisamodernpurposebuiltfacilityforpatientswhorequirespecialistpsychiatricinpatientcare.Itisdedicatedtohelpingpeoplerecoverandintegratebackintothecommunity.
Specialtyservicesprovidedincludeadmissionandassessment,acuteandrehabilitationadultservices,servicesforolderpeopleandextendedadolescentcare.
TheCentreisopen24hoursaday,7daysaweekforadmissions.
Furtherinformation:www.slhd.nsw.gov.au
Hospital Website
InformationonConcordHospital(includingamap)isavailableatwww.slhd.nsw.gov.au/concord
security services
Wetreatallourclientswithrespect,dignityandconsideration.WeaskthatourpatientsandvisitorstreatallpeopletheymeetintheHealthDistrictwithrespectaswell.PeoplewhobehaveinanoffensiveoraggressivemannermaybeaskedtoleavetheHospital.
Moving around the grounds safely WhilstyouareanInpatientyouneedtoadvisetheNursingUnitManagerorNurseInChargewhenyouleave/returntotheward.Ifnot,youmaybereportedas‘missing’andsecuritywillconductasearchofthehospital.TheNSWPolicemayalsobeadvised.
Vehicle and car security Allroadswithinthegroundshavea10Kspeedlimit.
Access controls Manyareasofthehospitalhavecontrolledorrestrictedaccess.Youareaskedtoabidebytheseaccessrestrictions.
Personal belongings Donotleavepersonalitemsintheopenforalltosee.Ensurethatyouonlybringinitemsthatyouneed.
DONOTtellanyonewhereyoukeepyourbelongings.
Youarestronglyadvisednottobringvaluablesorlargesumsofmoneyintothehospital.Noresponsibilitywillbeacceptedbythehospitalforlossordamagetopersonalitemsretainedbythepatient.
Identification Badges Allhospitalstaffandauthorisedvisitorsmustwearanidentificationbadge.IfyouareapproachedbyanyonewithoutanidentificationbadgepleasealerttheUnitManagerimmediately.
- 4 -
ACCEssINg THE HOsPITAl
How to get to Concord Hospital ConcordHospitalislocatedonHospitalRoad,Concordandiswellservicedbypublictransport.
By Bus TwobusroutesprovideeasyaccesstoConcordHospitalfromStrathfieldStationatEvertonRd,StandD–NorthSide.
458RydetoBurwoodviaRhodes,ConcordHospital,ConcordWest,NorthStrathfieldandStrathfieldStation.This bus stop is near Gate 3 on Hospital Rd. (Wheelchairbus)
M41(Redbus)HurstvilletoMacquariePark.
459MacquarieUniversitytoStrathfieldviaConcord.This bus stop is on Concord Rd a short walk from the Hospital. (Wheelchairbus)
By Train FromtheCity,trainsruntoRhodesviatheNorthernLine.ConcordHospitalisapproximately1kmwalkfromRhodesTrainStation.
TrainsalsorunfrequentlytoBurwoodorStrathfield.Asabove,busesrunfrombothstations.
Note: Rhodes station has lifts for disabled passengers and there is a taxi tank available if bus transport from Rhodes to Concord Hospital is not appropriate.
By Car TheHospitalislocatedonHospitalRdwhichisoffConcordRd.
ThecarparkislocatedonHospitalRd.ParkingFeesapply.Disabledparkingisavailable.Theproceedsfromthisaredirectedtopatientcare.Yourassistanceinnotifyingyourvisitorsoftheseparkingarrangementswouldbeappreciated.
Concessional Rate Reducedparkingfeesareavailableforvisitorsofextendedstaypatientsiftheyhavecarercard/pensioncard.
Disabled Access Bothbusroutesprovidewheelchairaccess. Contact131500orwww.sydneybuses.info.comorwww.cityrail.info.comforspecificdetails.
Cars/Taxis can drop off disabled passengers at the: n MainEntrancefortheMultiBuildingandMedicalCentre(viaGate1HospitalRd).
n DischargeLoungeandaccesstowards10-19(viaGate2HospitalRd).
n AgedCareandRehabilitationBuilding12(enterdrivewaybetweenGate2and3).
n ConcordCentreforMentalHealth(viaGate3HospitalRoadandfollowtheroadtotheAdmissionscentre).
- 5 -
n DrugHealth,EyeClinicandPhysiotherapy(viaGate4NullawarraAve).
n DisabledParkingbaysareavailableacrossthecampusandinthehospitalcarpark.
shuttle service ThereisaShuttleServicethatoperatesonaloopthroughoutthehospitaltoassistpeoplewithreducedmobility.TheserviceisavailableMonday–Fridaybetweenthehoursof 9am–1pm.TheShuttleServiceprovidestransfersfromtheHospitalcarparktotheHospitalCampus.
PleaserefertotheMapontheHospitalWebsiteforthedesignatedstops.
When you Arrive
PleaseenterthehospitalthroughtheMainEntranceandproceedtotheMainInformationDesk,locatedintheMainFoyer.WheelchairsareavailableintheMainEntrance.
Volunteersareavailabletoassistyouwithdirectionsbetween6.30am–12.30pm(Mon–Fri).
What to Bring
Pleaseusethechecklistprovidedatthebackofthebooklet(Page39).
Pleasebringsleepwear,dressinggown,slippers,toiletries,tissuesandanyotherpersonalitemsyouneed.Itwouldbeappreciatedifyourpossessionswerelabelledwithyourname/details.
ItisessentialthatyoubringyourMEDICARECARDand/oryourVETERANS’AFFAIRSENTITLEMENTCARD,PENSIONCARD,PRIVATEHEALTHINSURANCEFUNDMEMBERSHIPBOOKORCARDandrelevantx-raysandscans.
Medications
Toassistthehospitalinidentifyingyourcurrentstateofhealth,youarerequestedtobringwithyouallthemedicationsandtreatmentsyouaretaking.
- 6 -
getting Ready to go Home
Pleaseensurethatyourarrangementsforcollectionand/ortransporthomeareorganisedbeforeyoucomeintohospital.You must leave the ward before 10am on the day of your discharge.
Thisisveryimportantfortworeasons:-
a) ThehospitalEmergencyDepartmentisnotdesignedforlongtermcareofsickpatients.Thesepatientsmustbetransferredtothemostappropriatewardfortreatmentasquicklyaspossible.
b) Wewanttoensurethatpatientsrequiringanoperationhaveabedavailabletothemsothattheirsurgeryisnotdelayed.
Discharge lounge
AsyouarerequiredtovacateyourBED before 10.00am.Pleasepre-arrangeforsomeonetoaccompanyyouhomeontheday.Ifyouareunabletobecollectedfromthewardbefore10.00amitwillbenecessarytotransferyoutoacomfortableDischargeLoungeonthelowergroundfloor(locatedatGate2,offHospitalRoad)towaitforyourtransporttoarrive.
FriendsorrelativescancollectyoufromtheDischargeLoungeonthelowergroundfloor(viagate2).
TheDischargeLoungeisoperationalMonday–Friday8.00am–4.30pm.(excludingPublicHolidays)
Note:TenminuteparkingzoneisavailableforpickuponlyandtheDischargeLoungeisopenfrom8.00am–4.30pm.
- 7 -
PATIENT FEEs
Do you have Private Health Cover? Asapatientofthishospitalyouareassuredoftheexcellentclinicalservicesandtechnicalsupportprovidedbyamajorteachinghospital.
UsingyourHealthInsuranceFundassiststhehospitaltoprovideenhancedservicestoallourpatients.
The Benefits of Being a Private Patient
3 ChoiceofSpecialist
3 FreedailyNewspaper
3 FreeParkingCard(HospitalRoadCarpark)
3 Simplifiedbilling
3 NoHealthInsuranceco-payments/excesspaymentsforhospitalaccommodation.
Your choice of specialist–EnjoypeaceofmindknowingthatyouhavedirectaccesstoyourownSpecialist.
Preferential access to single rooms–Youmayrequestasingleroomandyouwillbegivenpreferentialaccesstosinglerooms.Pleasenotethatsingleroomswillbeallocatedtopatientsbasedonclinicalneedandtheyarelimited.Ifapatient’sconditionwarrantsasingleroom,youwillberequiredtovacateyoursingleroomtoassistwiththisclinicalneed.ForenquiriesrelatingtosingleroomcostspleasecontactourPrivatePatientOfficer on97675654oremail:[email protected].
No out of pocket expenses–Ifyouuseyourprivatehealthinsurancehospitalcover,weguaranteeyouwillhavenooutofpocketexpensesforaccommodation, laboratory, diagnostic, physiotherapyorotherAlliedHealthservicesatConcordHospital.Ourguaranteeincludesbloodtests,x-raysandscans.(Chargesmayapplytosomeprostheses).Ourguaranteeexcludesyourprivatespecialistand/orAnaestheticfees.
Thehospitalmayalsowaiveanyhealthinsuranceco-payment/excesspaymentforhospitalaccommodationexpenses.
Private patient extras–Privatepatientsenjoydailynewspapersandfreeparking(HospitalRoadCarpark)duringtheirInpatientstay.ThiscanbeorganisedwiththePrivatePatientliaisonofficeron97675654oremail:[email protected].
- 8 -
simplified Billing – No more separate bills, No claim forms, No queues and No fuss!
TheSydneyLocalHealthDistrictServiceoffersaSimplifiedBillingServicefreeofcharge. IfyoucompleteaMedicareassignmentformwhenyouareadmittedtothehospital,wecanactonyourbehalfandmakeallclaimsforhospitalchargestoMedicareandyourHealthfundforyou.
YouwillreceiveONESTATEMENTwhichwillhaveanitemisedlistofalltheclaimsmadetoMedicareandyourfundonyourbehalf.
Your private specialist and/or Anaesthetist will bill you directly from their practice. A significant proportion of these accounts can be claimed from Medicare and your health insurance fund, however, there may be a gap payment required.
Enquiries should be directed to the Private Patient Officer on 9767 5654 between 9.00am – 3.00pm [Monday to Friday, excluding public holidays] or via email: [email protected]
Billing for Anaesthesia services
INFORMATION FOR PRIVATE PATIENTs ADMITTED FOR suRgERY AT CONCORD RgH
WhenyouareadmittedasaprivatepatientforsurgeryatConcord,yourAnaestheticwillbeprovidedbyaspecialistAnaesthetist.YoumayreceiveaseparateaccountforanaestheticservicesfromtheAnaesthetist’sprivatepractice,justasyoudofromyoursurgeon.
BillingpracticesmayvaryfromoneAnaesthetisttoanother.IfyouwishtodiscussthelikelycostsforyourAnaestheticpriortoyouradmission,pleasecalltheadmissionsofficeon97676855oremail:CRGHAdmissions@sswahs.nsw.gov.au.TheywillprovideyourdetailstotheAnaestheticDepartmentsothattheanaesthetistscheduledtoworkwithyoursurgeoncancontactyou.
PleasenotethatlastminutechangesinoperatingroomschedulesmayresultinachangeofAnaesthetistclosetothetimeofoperation,inwhichcaseyournewAnaesthetistwillendeavourtospeaktoyoueithertheeveningbeforeorthemorningofthesurgery.
self-Insured (Private uninsured) Patients
‘Self-Insured’–arepersonswithoutprivatehealthinsurance,whoarecoveredbyMedicare,andwishtobeadmittedintohospitalunderthedoctoroftheir choice.
IfyoudonothaveHealthInsuranceyouarestillentitledtobeadmittedasaPrivateSelf-insuredPatientandenjoythesamebenefitsasaPrivatePatientwhilstpayingacompetitiverateforyourhospitalaccommodation.
Thereisanupfront*paymentforaccommodation,withanoptionofasharedorsingleroom.ThereisnoMedicarerebateforthischarge.Specialistmedicalcharges(forexamplesurgeonoranaesthetist’sfees)arenotincluded.Youneedtodiscussthesecostswithyourdoctor.However,youcanclaimasignificantproportionofthesecostsfromMedicare.
- 9 -
Note:Ifyourexpectedlengthofstaychanges,youwillreceiveanamendedinvoicetofinalisepayment.
(*CurrentMinistryofHealthPublicHospitalaccommodationchargeperdayofstay)
What do I need to do? – Discussmedicalcostswithyourdoctorinadvance;
– ProduceavalidMedicarecardonadmission;
– PaytheaccommodationchargeattheHospitalCashier’sOfficeintheMainFoyeroftheHospitalanytimepriortoyouradmission(Presentreceiptatbookinginterview).
Ifyouhaveanyquestionsregardingtheseissues,pleasecontactthePrivatePatientLiaisonOfficeron97675654ortheAdmissionsDepartmenton97676855(Monday–Friday,09:00am–4:30pm,excludingPublicHolidays).
Pleaseensureyouinformstaffifthetreatmentyouarereceivingisinrelationtoacompensationclaim.
Workers Compensation, Third Party and Public liability Compensation
Ifyouareentitledtoclaimforcompensationordamagesinrespectofaninjury,illnessordisease,thehospitalrequires:-
(a)youremployer’sdetailsandcontactnumber,
(b)theInsuranceCompanyclaimnumberandcontactdetails.
CompensablepatientsarealsoaskedtomakeanelectionastowhethertheywishtobeaprivateorpublicpatientintheeventthattheirclaimisNOTsuccessful.
Pleaseensureyouinformstaffifthetreatmentyouarereceivingisinrelationtoacompensationclaim.
Medicare Patients
– areAustralianresidentsorothereligiblepeopleunderMedicare.
– aretreatedbyadoctor nominated by the hospital.
– areaccommodatedinasharedroom.
– willnotbechargedforaccommodation,diagnostic,medical,nursingorotherservicesprovided.
– do notreceivethedoctororspecialistoftheirchoice.
Overseas Patients
IfyouareavisitorfromoverseasandnotentitledtoaMedicareCard,pleasebringyourpassporttothehospitalandpayforyouraccommodation,laboratory,medicalandpharmaceuticalexpensespriortoyouradmissiondate.
Note:Additionalcostswillbebilledondischarge.
- 10 -
Reciprocal Health Care Agreements AustraliahasReciprocalHealthCareAgreementswithNewZealand,Ireland,theUnitedKingdom,theNetherlands,Sweden,Finland,Norway,Italy,MaltaandBelgium.Visitorsfromthesecountriesareentitledtopublichospitalcare(aspublicpatients).Passportproofoforiginisrequiredif their condition or injury requires treatment before their departure from Australia.
ReciprocalHealthCareAgreement–Highlyspecialiseddrugsonlyentitledtoonemonthatco-paymentprice,thenfullcostischarged.
Partial exception:VisitorsfromIrelandandNewZealandareonlyentitledtopublichospitalcare,andmustpresenttheirpassportsbeforetreatmentastheyarenotissuedwithMedicarecards.Visitorsareeligibleforthedurationoftheirstay.
Exception:VisitorsfromItalyandMaltaarecoveredforaperiodofsixmonthsonly. TheAgreementsdonotcovertreatmentasaprivatepatientinapublicorprivatehospital.People visiting Australia for the purpose of receiving health treatment are not covered under the Agreements.
IfyouhaveanyenquiriespleasecontactSydneyLocalHealthDistrictFinanceDepartmentontelephonenumber95153463.
Pharmaceutical Costs
OverseasInpatients(Medicareineligibles)arechargedthefullcostofMedicationsafterdischarge.OverseasOutpatientsarechargedpriortosupplybeinggiven(ThisincludesOverseasstudents).
MedicareeligiblepatientswhoareentitledtoPBSS100drugshavetopayacopaymentondischarge.IfyouneedasupplyofthesemedicationsthePharmacywillneedtoconfirmyourMedicareNumber,HealthCareCardandPharmaceuticalSafetyNetCard(ifapplicable).
Methods of Payment
YoumaypayaccountsattheHospitalCashier’sOffice,locatedontheGroundFlooroftheMainEntrance,bycash,bankcheque,travellerscheque(exactamountinAU$),MasterCard,Visa,AmericanExpress,DinersClub.EFTPOsisalsoavailableMon–Fribetweenthehoursof7:30am–4:45pm.
Enquiries–pleasecontact97676798or97677743(ConcordHospitalCashier).
PaymentbycreditcardwillbeacceptedoverthephonebyourSydneyLocalHealth DistrictFinanceDepartmentontelephone:95159176;Tollfree:1800801953(between07:30–04:30pmMondaytoFriday).
PleasequoteyourHospitalReferenceNumber(MedicalRecordNumber),Name,DateofAdmission,Specialist’sname,LengthofStayandtotalamountpayable.
YouwillbeissuedwithareceiptnumbertopresenttotheAdmissionsDepartmentstaffonthedayofyouradmission.
- 11 -
gENERAl INFORMATION
Valuables
Youshouldonlyneedtobringsufficientcashforpersonalitemssuchasnewspapersorcafeteriapurchases(unlessyouarerequiredtopayaccommodationfees).Youarestronglyadvisednottobringvaluablesorlargesumsofmoneyintothehospital.No responsibility will be accepted by the hospital for loss or damage to personal items retained by the patient.Personalitemsinclude:yourproperty,dentures,jewellery,equipment(walkingsticks,hearingaids,glasses)etc.Ifnecessary,valuablesandmoneycanbehandedtotheNursingManagerforsafekeepingwiththeCashier.ReceiptswillbeissuedformoneyorvaluablesdepositedatCashier,andcashandvaluablescanbecollectedattheCashier’sOfficeuponpresentationofyouroriginalreceipt.TheCashier’sOfficeisopenMonday–Friday,7:30am–5:00pm(excludingPublicHolidays)forthereturnofthevaluables.Pleasenote:Allelectricalequipmentbroughtintothehospitalmustbecheckedbyanelectricianatthehospitalpriortouse.
Interviews with Medical staff
Shouldoneofyourrelativeswishtotalktothedoctoronyourbehalf,theNursingUnit ManagerorNurseInChargewillbepleasedtoarrangeaninterviewatamutuallyconvenienttime.
Visiting Hours
Thevisiting hours of most wards are 11:00am – 1:30pm and 3:00pm – 8:00pm.
Insomecriticalcareareas(forexample,Burns,CoronaryCareandIntensiveCareUnits)childrenlessthan12yearsofagewillonlybepermittedtovisitatthediscretionoftheNursingUnitManagerorNurseInCharge.Toavoiddisturbancetootherpatients,visitorsshouldberestrictedtoTWO PER PATIENTatanyonetime.
VisitingHoursfor: BurnsUnit –2:00pm–8:00pm IntensiveCareUnit –12:00midday–8:00pm (maybeNegotiatedwiththeNursingUnitManager)
Allvisitorsarerequiredtousethehandwashingsinkoralcoholrub/geltocleantheirhandswhenenteringandleavingthewards.VisitorsshouldaskNursingstaffwhetherornotpersonalprotectioncautionsarerequiredbeforeenteringIsolationrooms.
Please note:Thehospitalislockeddownbetweenthehoursof8.30pm–5.30am.AccesscanonlybegrantedbySecurityServices,locatedattheMainGate.TheEmergencyDepartmentisaccessible24-hoursaday.
Flowersarenotusuallyallowedinwards5East,BurnsUnitorICU,pleasecontacttheNursingUnitManagertoconfirmbeforepurchasingflowers.
Visitorswithcolds,fluorgastroenteritisarerequestednottovisitthehospitalwhiletheyareunwell.
- 12 -
Pre-Admission Clinic
Inordertoprovideasmoothservice,allpatientsscheduledforsurgeryshouldattendthehospitalforabookinginterviewand/orPre-AdmissionClinic(PAC)assessmentPRIOR to theirdateofadmission.
IfyouhavenotbeennotifiedbythehospitalofyourappointmenttimetoattendPAC,pleasecontactAdmissionson97676855oremail:CRGHAdmission@sswahs.nsw.gov.auatleastoneweekpriortoyourscheduledadmissiondate.
Itisimportanttonotethatyouroperationwillnotproceedwithoutyoursignedconsent form.Ifyouhavenotalreadysignedyourconsentform,youhavetheopportunitytodosowhenyouattendthePre-AdmissionClinic.
Consent
YOu MusT sIgN YOuR CONsENT FORM PRIOR TO ADMIssION IN ORDER FOR YOuR suRgERY TO PROCEED.
Ifyourequirefurthersurgicalinformationbeforesigningyourconsentformpleasemakeanotherappointmentwithyourdoctorpriortothedateofyouradmission.
Country Patients
Pre-Admission Clinic Assessment IfyouareunabletoattendthePre-AdmissionClinicatConcordHospitalpleaseensureyourGeneralPractitioner(GP)completesthepre-operativetestsrequiredandforwardsresultsto thePACcliniconfaxnumber97679041.Thehospitalshouldhavesentaletterdetailingthe testsrequired.Ifnoletterisreceived,pleasecontactAdmissionson97676855orthewebsite.
Hostel (see below)
Isolated Patients Travel & Accommodation Assistance scheme (IPTAAs) FinancialassistanceisavailableforpeoplelivinginisolatedandremoteareasofNSWwhohavetotravelmorethan100kms(oneway)toaccessspecialisttreatment.TomakeaclaimpatientscanobtainanIPTAASapplicationformfromtheirreferringGeneralPractitioner.
Hostel
TheHospitalhasanon-sitehostelthatprovidesshortterm(3nights)accommodationforpatientswhoareselfcaring,independentand;
n Requiredtoremainoncampusforvariousreasons(eg.dressingeducationorDialysistreatment.)
n LiveoutsideoftheSydneymetropolitanareaandwhoarerequiredtobeadmittedto thehospitalby0700hoursthenextday.
n LiveoutsideoftheSydneymetropolitanareaandwhoarerequiredtoattendDoctorsappointmentswithinConcordHospitalcampus.
n Carersofcriticallyillpatients,wholiveoutsideoftheSydneymetropolitanareaandwho arerequiredtobefrequentlyavailabletosupportthepatientmayaccessaccommodation
- 13 -
foramaximumofthreenights.ThiswillprovidetimetoseekalternateaccommodationexternaltoConcordHospital.AlistofHotelsisavailablefromCommercialServicesSupportUnitoffice.Contactnumber97677163.Hostelaccommodationislimited.
Ward Accommodation
ConcordHospitalmultilevelbuildingprovidescontemporarywardaccommodationoversevenlevelswhichincludesingle,doubleandfour-bedrooms,eachwithitsownbathroom.Otherwardsprovidesingle,doubleandfourbedrooms.Samedaywardsprovidesharedaccommodation.
Bedside Telephone & Television services
Thewardshavetheseservicesavailableforyourconvenience.Tomakeatelephonecall,yourequirea“Phoneaway”card.ThesecardscanbepurchasedfrommostNewsAgencies.OntheHospitalgrounds,theycanbepurchasedfromtheNewsagentorCashier’sOffice.Amplifiersareavailableforinpatientphones.PleaseaskNursingstaffformoreinformation.
Fortelevisionrentalcosts,pleasecontact1800063829(freecall).
Incourtesytoothers,pleaseadviseyourcallersthattheyshouldnotcallafter9.30pmtoyourbedsidephoneontheward.
smoking
Smoking in the Hospital and grounds
Forhealthandsafetyreasons,smokingisnotallowedinanybuildingoronthegroundsofthehospital.Thisincludesliftfoyers,corridorsandpassageways,walkwaysandramps,verandahs,tunnels,loadingdocksandgrassedareasandroadswithinthehospital.
Shouldyouexperiencedifficultiesnotsmokingforthedurationofyouradmissionstayatthishospital,youarerequestedtodiscussyourconcernsandoptionswithyourdoctor.
smoking and Elective surgery
Smokingincreasestheriskofseriousheart,lungandwoundinfectioncomplicationsafterSurgery.Insomecircumstances,smokingincreasestherisksogreatlythatsurgerymustbedeferred.WestronglyadvisethatyoudiscussthiswithyoursurgeonorGPwellbeforethedateofplannedsurgery.Quitsmokingadvicecanbeobtainedfromthehospital(phone97678320)oryoucanalsocalltheQuitLine137848.Formaximumbenefit,werecommendyouceasesmokingatleast6weekspriortosurgery.
Fire
Intheunlikelyeventofafire,hospitalpatientsandtheirvisitorsshouldremainintheirwardandawaitinstructions.Yourwardstaffarespeciallytrainedtodealwiththeseemergenciesanditisimportantforyourownsafety,thatyoudonotleavethewarduntilyouareaskedtodosobytheNursingUnitManager.
- 14 -
INTERPRETER sERVICEs
Youhavetherighttoafree,qualifiedandconfidentialInterpreter.Itishospitalpolicytousequalifiedinterpreterstocommunicatemedical,socialoranyotherproblemsyoumayexperience.IfyourequiretheInterpreterServicetoassistyouwhenyouarebeingadmitted,youshouldcompletetherelevantsectionofthePatientRegistrationformorifyouneedassistancecompletingtheform,pleasetelephone98286088.
Thishospitaloffersatwentyfourhourinterpreterservice.Ifyouwouldlikeaninterpreter,pleaseadvisethestaffwhenyouareinhospital.
خدمات ترجمه 24 ساعته در این بیمارستان ارائه می شود. اگر مترجم می خواهید لطفاً وقتی در بیمارستان هستید به کارمندان بگویید.
Այս հիւանդանոցը 24 ժամ թարգմանութեան սպասարկութիւն ունի: Եթէ թարգման մը ուզէք, խնդրեմ լուր տուէք աշխատակազմին երբ հիւանադանոցն էք:
FARSI
ARMENIAN
خدمات ترجمه 24 ساعته در این بیمارستان ارائه می شود. اگر مترجم می خواهید لطفاً وقتی در بیمارستان هستید به کارمندان بگویید.
Այս հիւանդանոցը 24 ժամ թարգմանութեան սպասարկութիւն ունի: Եթէ թարգման մը ուզէք, խնդրեմ լուր տուէք աշխատակազմին երբ հիւանադանոցն էք:
FARSI
ARMENIAN
- 15 -
INTERPRETER sERVICEs
- 16 -
Public Telephones and Mail
Thereareanumberofpublictelephonesavailablethroughoutthehospital.Pleaseaskwardstafffordirectionstothenearesttelephone.PublicphonesrequireaPhoneCard.Anymailaddressedtoyoushouldhaveyourfamilyandgivennamesclearlyprinted.Allpublictelephonesarewheelchairheightaccessibleandarelocatedinthemainfoyer,emergencydepartmentandthehospitalcafeteria.
Mobile Phones
Mobilephonesmaybeusedinopenareas,butnotwithintwometresofanypatient.Whenusedclosetomedicaldevicesmobilephonesareknowntointerferewiththecorrectfunctioningofthesedevices.
Internet Cafe
PatientsandvisitorscanusetheInternetCafeontheGreen,locatedontheLowerGroundFloor[Bldg6].Cost$2.00*for20minutes.
*Please Note: Correctattimeofprinting.Subjecttochangewithoutnotice.
Retail Outlets on Campus
Chemist Locatedinbuilding2(neartheMedico’sCafé). Telephone:97678444 Hours:Monday–Friday(8.30am–6.30pm)
Saturday–(9.00am–1.00pm) Sunday–Closed
Newsagent Locatedonthelowergroundfloorbetweenbuilding6&7(Cafeteriaentrance). Telephone:97677306 Hours:Monday–Friday(7.00am–7.00pm)
Saturday–(7.00am–6.30pm) Sunday–(8.00am–3.00pm)
Florist Locatedonthegroundfloorofbuilding5(MainBuilding)–MainFoyer. Telephone:97675808 Hours:Monday–Friday(9.00am–6.00pm)
Saturday&Sunday–(10.00am–5.00pm)
Food Seepage18–MealsandBeverages.
- 17 -
Waste Minimisation and segregation
TheHospital’swastemanagementfocusisonwasteminimisation,correctsegregationandrecyclingwherefeasible.Pleaseassistusbyplacingyourwasteintheappropriatebinandreusing/recyclingwhereeverpossible.
Allied Health services
ThehospitalprovidesAlliedHealthServicestoassistyouinyourtreatmentwhileinhospitalandaccesstocommunitytreatmentorserviceswhenyouaredischarged.AlliedHealthServicesincludePhysiotherapy,NutritionandDietetics,OccupationalTherapy,Podiatry,Psychology,SocialWorkandSpeechPathology.ShouldyourequireanAlliedHealthconsultation,talktoyourdoctorortheNursingstaff.ReferralarrangementsdifferbetweentheAlliedHealthServices.
Hospital Pharmacy
LocatedontheGroundfloor.Hours9.30am–4.30pm.
Concord Hospital Equipment loan Pool (CHElP)
LocatedinBuilding21,thisservicelendsequipmentonashorttermbasis(upto12weeks)forthosepatientsrequiringaidsfordailyliving(e.g.bathingaids,walkingaids)afterdischargefromhospital.Thehospital’sOccupationalTherapistsandPhysiotherapistsmustarrangetheloanwhileyouareaninpatient.TheLoanPoolisopen8am–4.30pm,Monday–Friday,excludingPublicholidays.Enquiries:97677919.
Chaplains
ChaplainsandLayPastoralCareVisitorsattendthehospitalwardsonaregularbasis.Full-timeAnglicanandCatholicChaplainsareavailableoncall24hoursaday.PleasespeaktoamemberofthenursingstaffifyouwishtoseeaChaplainatanytime.TheChaplainsareabletoarrangeforavisitfromrepresentativesofotherfaithgroupswhenrequested.Theyarehappytoprovidealisteningear,sympatheticcompany,andspiritualsupportwhereappropriate,whetherornotpatientsseethemselvesaspeopleoffaith.TheChaplainsarealsoabletoassistpeopleneedingaJusticeofthePeace.
Youarenotrequiredtoprovideinformationonyourreligiouspreferencewhenyouareadmittedtohospital.However,thisinformationwillenableChaplainstoprovideappropriateassistance.
Thehospital’sEcumenicalChapelislocatedbetweenthemainmulti-storybuildingandWard11,andisopenatalltimesforthosewhowishtouseitasaplaceforquietprayerandreflection.Regularservicesandmeetingstakeplacethere,andtheseareadvertisedontheChapelnoticeboards.TherearealsoanumberofquietroomsinthehospitalwhichmaybeusedforprayerbythoseunabletousetheChapel.(DetailsavailableattheMainInformationDesk.)
- 18 -
Visits by Ex service Organisations (EsO)
Ex-serviceorganisationssuchasRSL,WarWidowsGuildandBattalionAssociationsmakeregularvisitstoVeteransandWarWidowswhentheyareinhospital.
IfyouareaveteranorwarwidowandwishtodeclinesuchvisitsbyESOsyouwillneedtoadvisetheAdmittingOfficeronthedayofadmission.
Meals and Beverages
Thehospitalprovidesachoiceofmeals,however,yourdoctormayplaceyouonaspecialdietaspartofyourtreatment.Ifyouhaveanyspecialmealrequirementsfordietaryorreligiousreasons,pleasediscussthemwiththeNursingUnitManager.Morningtea,afternoonteaandsupperarealsoprovided. DieticianAssistantsareavailabletohelpwithyourmealselections.
VisitorsmaypurchasemealsandsnacksfromtheCafeterialocatedonthelowergroundfloornexttotheNewsagencyaswellasfromMedico’sCoffeeShoplocatedintheMedicalCentre.
n CaféontheGreen(cafeteria)isopen7daysaweekfrom6.30amto7.00pm.Hotfood–Breakfast6.30to9am,Lunch11amto2pmandDinner4pmto7pm.Snackbarfrom9.30amto2.30pm(Monday-Friday).Servinghotmeals,hamburgers,hotandcoldsnacks,sandwiches,rollsandwraps,sushi,colddrinks,coffeeandtea,cakes.
n Medico’sCoffeeShopisopenMondaytoFridayfrom7.00amto3.45pm–servingcaféstylemealsforbreakfastandlunch,madetoordersandwichesandfoccacia,cakesandslices,coffee,teas,colddrinks.Note:Kitchenandsandwichbarcloseat2.00pm.
n CoffeeCart–MadetoorderCoffeetogo,tea,colddrinks,aselectionofmuffins,pastriesandbiscuits–locatedinthemainfoyernexttotheFlorist–openMondaytoFriday7amto3.00pm.
n JuiceBar–Madetoorderfreshjuicesandsmoothies,aselectionofsandwiches,wraps,saladsandquiches,colddrinks–locatedinlowergroundfloorwalkway,nexttotheconferencerooms–MondaytoFriday7.30amto2.30pm.
n TheBakery–Bakingfresh–aselectionofbreadrolls,scones,danishpastries,croissant,gourmetminipizza,savourypies–locatedonthelowergroundfloorwalkwaynexttotheJuiceBar.MondaytoFriday7.30am–2.30pm.
VendingMachinesarelocatedaroundthefacility. NBDuringChristmasandPublicHolidaysthehoursofoperationmayvary.
Inability to Admit
Thehospitalwillmakeeveryendeavourtoadmityouontheproposedadmissiondate.
Onoccasions,thehospitalneedstoaccommodateanunexpectedincreaseinitsemergencyworkanditisnotalwayspossibletoadmitallelectivepatients.Assoonasaproblembecomesapparent,thehospitalwilltelephoneyoutodiscussthesituationwithyou.
- 19 -
DIsABIlITY ACCEss AND sERVICEs
Pleaseadvisepre-admissionclinicorwardstaffifyouwillrequireequipmentduringyourhospitalstaysothismaybeorganisedpriortoyoubeingadmitted.
Staffalsoneedtobeadvisedifyouarebringingyourownequipmentorguidedog.
TheHospitalhasaClinicalstaffmemberwhocanassistpeoplewithdisabilitieswherenormalhospitalproceduresforaccessandcareplanningdonotmeettheirneeds.ContactthePatientRepresentativeon97677488andtheywillputyouincontactwiththe rightperson.
Disabled Parking
ThereareanumberofparkingareasforpeoplewithdisabilitiesthroughoutthehospitalandintheHospitalRoadcarpark.PleasevisitthemainSecurityOfficeforamap,visitthehospitalwebsiteorphone97676223.
Accessible Toilets
Toiletsforpeoplewithdisabilitiesareoneverylevelofthemainbuilding.ToiletsonLevels1,3,5and7suitthosethatrequireleftsideaccess.Levels5,2,4and6suitindividualswhorequirerightsideaccess.IntheMedicalCentrethetoiletforpeoplewithdisabilitiesislocatedonLevel2.ToiletsarealsolocatedintheAgedCareandRehabilitationPrecinctbetweenbuilding12andbuilding16.
EnableNsW
EnableNSW(previouslyPADP)
EnableNSWisastatewidegovernmentserviceprovidingequipment(self-care,mobilityaidsetc),homeoxygen,continenceproducts,EnteralNutritionandrespiratoryconsumablestoeligibleresidents.Ahealthprofessionalmustbeinvolvedtoassessandprescibeequipment.AnApplicationFormmustbecompletedbytheconsumer,aswellasanEquipmentRequestFormbytheprescriber.Consumerenquiries(includingrepairsandmaintenance)canbemadetotheEnableNSWServiceCentre([email protected]).
Public Telephones
AwheelchairheighttelephoneisavailableintheEmergencyDepartment,Mainfoyerandinthehospitalcafeteria.
Telephoneamplifier(forhearingimpaired):CanbeborrowedfromBuilding4switch,Building73ACommercialServicesandBuilding3ExecutiveUnit.
ATTY(teletypewriter)phoneisavailableintheMainFoyerofthehospital
- 20 -
MY WIsHEs
What is Advance Care Planning? AdvanceCarePlanning(ACP)istheprocessofthinkingaboutandcommunicatingwithpeopleclosetoyouabouthowyouwouldliketobetreatedinthefutureifyoucannotspeakforyourselfatthetime.Thismayhappenifyouhadaprogressiveconditionlikedementiaorbecametooilltocommunicate.ACPisrelevantforeveryone,butparticularlyforpeoplewithprogressive,life-limitingconditions.Healthstaffneedtoinvolvebothyouand,whereappropriate,yourcarer(s)indecisionsaboutcareandtreatment.Thisappliestoyourhospitalstay,follow-upplansforcommunityservicesandyourGPontransferofcare.
What are the benefits? n Futuredecisionsbyotherswillbetterreflectyourwishes.
n Ithelpsyouraisesensitiveissuesaboutfuturecarewithyourlovedones.
n Peoplemakingdecisionsforyouwillbeclearaboutwhatyourwisheswouldbe.
n Itreducesthelikelihoodofconfusionorconflictattimeofdifficultdecision-making.
What does ACP involve? n Makingsurethereissomeonewhoisclearlyidentifiedasasubstitutedecisionmakerforyouiftheneedarises.
n HavingopenandfrankdiscussionsaboutyourconditionandprognosiswithyourGPandanyspecialistswhoarecaringforyou.
n Talkingtotheperson(s)whomayultimatelybemakingdecisionsforyouaboutyourvaluesandwishesregardingthetypeofcareandinterventionsyouwouldwantforyourselftowardtheend-of-life.
n Continuingthesediscussionsovertimeasyourwishesmaychangeasyourhealthandlifestylechanges.
n ConsideringdocumentingyourvaluesandwishesinawrittenadvancecareplanandmakingsureyougivecopiestoyourGPandtoanyonewhomaybecalledontomakedecisionsonyourbehalfinthefuture.
How can I get further information? n TalktoyourGP.TellthemthereisinformationaimedatGPsontheMyWisheswebsite–www.mywishes.org.au
n Talktootherhealthcarestaffwhomaybeinvolvedinyourongoingcareorfacilitystaffifyou,orapersonyouarecaringfor,isinanursinghomeorhostel.
n ConsulttheMyWisheswebsiteforarangeoffurtherinformationaboutadvancecareplanning.
What if a person can no longer make their own decisions? n Theperson’ssubstitutedecision-maker(s)canconsideranddocumentthevaluesandwishestheybelievethepersonwouldhaveexpressedthemselvesiftheywereableto.
n Havingtheseconsideredanddocumentedwillmakeiteasierifimportantdecisionshavetobemadeabouttheperson’scaretowardtheend-of-life.
For further information go to: www.mywishes.org.au
- 21 -
WHAT YOu CAN DO TO HElP PREVENT INFECTION
Thepreventionandcontrolofinfectionsiseveryone’sresponsibilityincludingstaff,doctors,patientsandvisitors.
Somepatientshaveahigherriskofinfectionduetotheirunderlyingconditionorpreexistinginfections.Clinicalstaffwilltakeeverymeasuretominimisetheriskofinfectiondevelopingorspreading.ConcordHospitaliscommittedtoprovidinghighqualitycareinasafeandcleanenvironment.
Before Admission Reduceyourownriskby:
quit smoking:Trytoquitoratleastreducethenumberofcigarettesyousmoke,assmokingcanslowdownthehealingprocess.
Weight loss:Peoplewhoareoverweighthaveanincreasedriskofinfection.Eatingabalanced,healthydietandexercisemayhelpyoureduceyourweightforsurgery.
n Ifyoudodevelopaninfectionbeforeadmission(skin,dental,respiratory,bladderorbowel)seeyourdoctorforareviewastheymayneedtospeaktoyoursurgeon.
n Completeyourhealth history,assomecircumstancesmayrequireadditionalprecautionsorpre-admissionscreening,forexample,historyofMRSAorplannedjointreplacement.Donotworrythisjusthelpsusplanyourcareduringyourstay.
During your stay Handhygieneisimportant:
n Washyourhandsaftergoingtothebathroomandbeforeeating.
n Don’tbeafraidtoaskforhelpofyouneedassistancewithhandhygieneorgoingtothebathroom.
n Our staff are professional and do not mind being politely questioned or reminded about hand hygiene.
n Ifyouhaveanintravenousdrip,itwillhaveacleardressingoverthearea.Donottouchtheareaifthedressingbecomeslooseortheareabecomesredorpainful–tellyournurseandtheywillcheckitforyou.
n Donottouchyourwoundoranyotherdevicessuchasdrip,cathetersordrains.Tellyournursepromptlyifitbecomesloose.
n Youcanexpectyourhospitalenvironmenttobekeptcleanandtidy.Keepingthetablesandlockerunclutteredwillassistthecleaningstafftoaccessallsurfaces.
- 22 -
What visitors can do to help prevent infections? n Avoidcomingtothehospitaliftheyarefeelingunwell.
n Ifvisitorshavesufferedfromanyformofgastro(vomiting/diarrhoea),theyshouldnotvisitfor48hoursaftersymptomshaveceased.
n Childrenthatareunwellorjustrecoveringfromanillnessshouldnotbeboughttothehospital.
n Visitors are required to use the hand washing sink or alcohol rub/gel to clean their hands when entering and leaving the wards.
n Visitorsshouldnottouchtherelative/friend’swoundsordevices,egdrips.
n Visitorsshouldnotsitonthebedsorusethepatientsbathrooms.Pleaseaskstaffwherethenearestpublictoiletislocated.
Any questions?
Ifyouhaveanyconcernsyoucanalwaystalktothenurseincharge,theNursingUnitManagerorthePatientRepresentative.
- 23 -
YOuR RIgHTs AND REsPONsIBIlITIEs As A PATIENT
EveryoneseekingorreceivinghealthcareinAustraliahascertainrightsandresponsibilities.Theyincludetherighttoaccess,safety,respect,communication,participation,privacyandtocommentontheircare.
ThissectionprovidesinformationonhowtheserightsareachievedintheNSWpublichealthsystemandtheresponsibilitiesthatcomewiththem.
Everyonehasanimportantroletoplayinachievinghealthcarerightsandcontributingtosafe,highqualitycare.
Genuinepartnershipsbetweenthosereceivingcareandthoseprovidingitleadtothebestpossibleoutcomes.
Access
You have a right to health care
InNSW,thepublichealthsystemoffershighqualityservicesforarangeofhealthcareneeds.Youwillbegivenaccesstoservicesonthebasisofamedicalassessmentofyourconditionandtheurgencyofyourneedfortreatment.
Healthcareservicesareopentoeveryoneregardlessofgender,maritalstatus,disability,culture,religiousbeliefs,sexualorientation,ageorwheretheyliveinNSW.Ifthecarerequiredisnotavailablelocallyyouwillbetransferred.
UnderMedicaresomeoftheseservicesarefreeorsubsidised.
Emergencies
Intheeventofamedicalemergency,ringTripleZero(000)andaskforanambulance.TreatmentisfreeatpublichospitalstopermanentAustralianresidents.
Highlyqualifiedhealthcareprofessionalswilldeterminetheurgencyandseriousnessofyourconditionandthetypeoftreatmentyourequire.Patientsaretreatedaccordingtowhoisthesickestandneedsthemostimmediateattention,notonthebasisofwhoarrivesfirst.
VisitorstoAustralia,whorequireimmediateandnecessarytreatment,maybeentitledtoMedicarecoverunderReciprocalHealthCareAgreementswiththeircountry.ForinformationaboutMedicareeligibilitygoto:www.medicare.gov.auorring132011.
- 24 -
Non-urgent health care
Ifyouhaveaminorillnessorinjuryyoushouldvisitageneralpractitioneroran after-hoursmedicalcentre.
Ifyoucan’tgettoadoctororafterhoursmedicalcentreyoucanringhealthdirect Australia,a24-hourtelephonehealthadviceline1800022222.ARegisteredNurseprovidesexperthealthadvice.
Access to surgery
Ifyourtreatmentrequiressurgeryandisnoturgentyoumayneedtowait.Ifyouarewaitingtobetreatedinhospitalandareworried,contacttheWaitingTimesCoordinatorforyourhealthservice.Forcontactdetailsvisit:www.health.nsw.gov.au/hospitals/waitingtimesorringtheSurgeryAccessLineon1800053456.
Ambulance services
AmbulanceservicesarenotcoveredbyMedicare.Youareresponsibleforpayinganyfeesregardlessofwhetherornotyourequestedtheambulance.Forfurtherinformationaboutambulancefeesvisit:www.ambulance.nsw.gov.au
Youwillnotbechargedwithambulancefeesifyou
n HoldaPensioner,Veterans’AffairsorHealthCareCard.
n ArecoveredbyThirdPartyorWorkersCompensationinsurance.
n Needtobetransferredfrompublichospitaltopublichospitalforserviceorcare.
Public and Private health care
Youhavetherighttousepublicservicesasapublicorprivatepatient.Ifyouchoosetobetreatedasaprivatepatientyouareresponsibleforthecost.
SomeitemssuchasTVhire,particularprescriptiondrugsandappliances,arenotcoveredbyMedicareorPrivateinsurance.Contacttheadmissionsofficeatyourhospitaltofindout.
Inanemergencyyou,orthepeoplesupportingyou,willbetoldaboutthesecostsbythehospital’sadmissionsoffice.
safety
You have a right to safe and high quality health care
Youwillbegivenaccesstotheservicesyourequire.Yourtreatmentandcarewillbebasedonyourassessedneeds,regardlessofyourfinancialsituationorwhetheryouholdprivatehealthinsurance.
Ifyourequireurgentcaretopreventlossoflifeyouwillreceiveitimmediately.
Itisimportanttotellyourhealthcareprovideryourmedicalhistoryincludingallergiesandanymedicationstaken.
- 25 -
Open Disclosure
NSWHealthiscontinuallyreviewingthewaythingsaredonetoensurethesafestandhighestqualitycare.Wegatherinformationonanyincidentthatmightcompromisecareevenifitdidnotcauseharm.
Ifsomethinggoeswrongwithyourtreatmentorcarewewilltellyouaboutitassoonaspossible.Wewillapologise,explainwhathappened,tellyouaboutthepossibleeffectsandwhatwearedoingtopreventithappeningagain.
Toreadmoreabouthowwehandlehealthcareincidentsgoto: www.health.nsw.gov.au/policies/pd/2007/PD2007_040.html
Respect
You have the right to respect, dignity and consideration
Youwillbetreatedinamannerthatshowscourtesyandconsiderationforyourculture,beliefs,valuesandanypersonalcharacteristics,suchasgenderordisability.
Visitors
Yourrighttoreceivevisitorswillberespectedandyouwillbegivenprivacy.
Youhavetherighttohavevisitorswithguidedogs.
Respecting others
Youhavetherighttobetreatedwithrespectandweaskthatyoushowthiscourtesytoothers.Weaskpeopleseekingorreceivingcare,theirfamilies,supportpeopleandvisitorsto:
n Respectallpoliciesandpractices,suchasvisitinghours,infectioncontrolmeasures,smoke-freezonesandlimitationsontheuseofmobilephonesaroundmedicalequipment.
n Notdamageortakewithoutpermission,anyhealthserviceequipment,storesorproperty
n Notharass,abuse,threatenorputanypersonatriskofphysicalorpsychologicalharm.
NSWHealthhasazero-toleranceapproachtothreatening,abusiveorviolentbehaviourbyanyperson.Wewilltakeappropriateactiontoprotectpeopleandproperty.
ForacopyofNSWHealth’sZeroToleranceResponsetoViolenceintheNSWHealthWorkplacegoto:www.health.nsw.gov.au/policies/PD/2005/PD2005_315.html
- 26 -
Communication
You have the right to be informed about services, treatment, options and costs in a clear and open way
Healthcareproviderswillexplainyourcondition,theproposedtreatment,aswellastherisksandthealternatives.Theywillalsoaskquestionstomakesuretheyprovidethebestpossiblecare.Youcancontributebybeingopen,honestandaskingquestionswhenyoudonotunderstand.
Interpreter services
Youcanhaveaninterpreterifyouspeakanotherlanguage.Thisisafreeservice.Translationservicescanbeprovidedinpersonorbyphoneandareavailablesevendaysperweek.Askstafftoarrangeaninterpreterforyou.AUSLANInterpretersarealsoavailable.
support people
Youcanhavearelative,carerorothersupportpersontohelpyoucommunicatewithhealthprofessionalsbutyoumustagreetothatpersonbeinginvolvedinyouraffairs.
NSWHealthrecognisesthatsometimesyoursupportpersonmaybeunder18yearsofage.Werespecttheroleofyoungercarers.Theywillbeincludedinyourtreatmentandongoingcareandgiveninformationonwheretogetsupport.
Wealsorecognisethatpeoplewithdisabilitieshavearangeofsupportneeds.Inthiscase,familymembers,carersandothersupportpeoplemaybeaskedtoassistyouandthehealthcarestaff.Howevertheyarenotobligedtohelp.
Youwillalsobeaskedtoprovidethenameandcontactdetailsofthepersonwhocangiveconsentforproceduresifatanytimeyouaretooilltogivethatconsentyourself.
Providing information
Giveyourhealthcareproviderasmuchinformationaspossibleaboutyourhealth,includinganyallergies,medicalconditionsordisabilities.Tellthemifyouuseothermedicinesorremediesandwhetheryousmoke,usealcoholorotherrecreationaldrugs.
Tellyourhealthcareprovider:
n Aboutanychangestoyourconditionandanyreactionsduringtreatment.
n Ifyouarebeingtreatedforthesameproblembysomeoneelse.
n Ifyoudonotunderstandwhyyouhavebeenreferredfortestsortreatments.
n Ifreligiousorculturalbeliefsmakeitdifficulttohavetreatment.
n Ifyouwanttobetreatedasaprivatepatientandaskforanestimateofthecosts.
n Ifyouhavemadeadecisionnottofollowtreatmentadviceandnotattendappointments.
Youwillberegularlyaskedtoconfirmyourname,dateofbirthandotherdetailsbeforeanyprocedureorsurgeryandwheneveryouaretransferredtoanotherserviceforcare.Thisensuresthatyouarecorrectlybookedinfortherightprocedurebytherightpersonattherighttimethroughoutyourtreatment.
- 27 -
Participation
You have the right to be included in decisions and choices about care
Throughoutyourvisit,healthcareproviderswilldiscusstreatmentplanswithyou.Youareencouragedtotakepartintheseplans,includingtransferstootherservicesandyourdischargefromhospital.
Youareencouragedtoaskquestionsandtalkwithyourotherhealthcareprovidersandrelativesbeforemakingdecisions.
Youhavetheright,wherecircumstancespermit,tohavearelative,carerorothersupportpersonwithyouatalltimes.
10 Tips for Safer Health CarehasbeendevelopedbyNSWHealthtohelppatientstakearesponsibleroleindecisionsaffectingtheirhealthcare.
Thepamphletcanbedownloadedat:www.health.nsw.gov.au/quality/10tips
seeking a second opinion
Youhavetherighttoseekasecondopinionontreatmentthathasbeenrecommendedforyou.Dependingonthenatureofyourconditionthehealthservicewillprovideadviceontheavailabilityofanalternativemedicalpractitioner.
Consent
Youmustgiveconsentbeforereceivingtreatment.Inmostcasesthiswillbeverbalconsent.Writtenconsentisrequiredforsomeprocedures,suchassurgery.
Youhavetherighttowithholdconsent.Inthiscaseyouwillnotreceivetreatment.Inalife-threateningemergencywhereyouaretooillorunconscious,consentisnotrequired.
Consent by others
Childrenundertheageof14yearsmusthavetheconsentofaparentorguardian.
Childrenbetweentheagesof14to16yearsusuallygivetheirconsentjointlywiththeirparentsorguardians;howevertheycangivesoleconsentaslongastheyshowthattheyfullyunderstandtheproposedtreatment.
Ifyouareunconsciousortooilltogiveconsentyourself,arelative,carerorotherpersonclosetoyoucangiveconsentfortreatmentconsideredbyqualifiedhealthprofessionalstobeinyourbestinterests.
IfthispersonisunavailabletheGuardianshipTribunalcangiveconsent.Formoreinformationvisit:www.gt.nsw.gov.auorring:1800463928.
- 28 -
Research and education
Youmaybeaskedifstudentsorhealthemployeesintrainingcanbepresentwhileyouarereceivingcareortreatment.Thispracticecontributestothedevelopmentofprofessionalskills.Youmayalsobeaskedtoparticipateinmedicalresearch.
Youhavetherighttosaynototheserequests.Yourdecisionwillnotbeputinyourrecordsandwillhavenobearingonyourtreatmentoraccesstoservicesinthefuture.
Community involvement
NSWHealthseekstoinvolvethelocalcommunityintheplanninganddeliveryoflocalhealthservices.Ifyouwouldliketobeinvolvedcontacttheconsumerandcommunityparticipationofficeatyourlocalhealthservice.
Privacy and Confidentiality
You have a right to personal information being kept private and confidential
Yourmedicalinformationwillbekeptsecure.Theinformationmaybesharedwithotherhealthcareproviderstohelpmakedecisionsaboutyourtreatment.
Youhavetherightfortheconfidentialityofyourconditionandtreatmenttobemaintained.
The right to medical record information
Youhavetherighttospeaktoahealthcareworkerabouttheinformationcontainedinyourmedicalrecord.Youcanalsorequestacopyofyourmedicalrecord.
RequeststovieworobtainacopyofamedicalrecordaretobemadeinwritingtotheManager,MedicalRecordsDepartmentatthefacilitythatyouattended.
Otherpeople,suchasafamilymemberorlegalguardiancanviewyourmedicalrecordifauthorised.Forfurtherinformationgoto:www.health.nsw.gov.au/policies/pd/2005/PD2005_593.html
Breach of privacy
Sometimesyourdoctormaydecidethattheinformationcontainedinyourhealthrecordsmayadverselyaffectyourphysicalormentalwellbeing.Atothertimesthecontentsoftherecordmightbreachanotherperson’sprivacy.Inthesecasesyoumightbedeniedaccesstoyourrecords.
You,andotherswhoareauthorised,havetherighttotakethematterfurther.
UnderHealth Privacy Legislation (section 12.3)youcanaskforanindependentdoctortoreviewthecontentsofthemedicalrecordandmakearecommendation.
- 29 -
Ifaccessisstilldeniedyoucanrequestmoreseniormanagersinthehealthdistricttoconductaninternalreview.
ForfurtherinformationspeaktothePrivacyContactOfficerinyourhealthdistrictorgoto:www.health.nsw.gov.au/policies/gl/2006/gl2006_007.html
TheNSWPrivacyCommissionercanalsoinvestigatecomplaintsaboutprivacy.Formoreinformationgoto:www.lawlink.nsw.gov.au/privacynsw
IfyouarenotsatisfiedwiththeoutcomeofaninternalreviewyouhavetherighttoapplytotheAdministrativeDecisionsTribunal.Formoreinformationgoto: www.lawlink.nsw.gov.au/adt
special circumstances where medical information may be disclosed
Aspectsofmedicalinformationcanbereleasedinspecialcircumstances.Theseinclude:
n Notifyinginfectiousdiseases
n Notifyingsuspectedchildabuse
n Wherethereisaseriousthreattoaperson’shealthorwelfare
n Findingamissingperson
n Wherethereisacourtorderorwhenoffenceshavebeencommittedandtheinformationisnecessaryforlawenforcement.
Aspectsofpersonalhealthinformationmayalsobedisclosedforresearchprojects.InthiscasetheuseofpatientinformationmustcomplywithstrictprotocolsandbeapprovedbyaHumanResearchandEthicsCommittee.
AprivacyleafletcontainingmoreinformationisavailableinEnglishandotherlanguagesat:www.health.nsw.gov.au/policies/pd/2005/PD2005_593.html
Comments, Compliments and Complaints
You have the right to comment on care and have your concerns addressed
NSWHealthwantstohearyourcommentsonhealthcare.Itisimportanttoknowwhenthingsrequireimprovementandwhentheyaregoingwell.
Compliments
Complimentsprovideaclearindicationofwhatyouseekinhighqualitycare.Theyalsoboostmoraleandencouragehealthemployees.Healthdistrictsmakesurecomplimentsarepassedon.
- 30 -
Complaints
Itisbesttoresolvecomplaintswithyourhealthcareproviderinthefirstinstance.Trytoremaincalmandbeasclearaspossibleaboutwhathappenedandhowyouwouldlikeitresolved.
Itisagoodideatokeepanoteofthetimeanddateofthediscussion,whatwasdiscussedandwhatagreementsmighthavebeenreached.
Alternativelyyoucancontactthehealthmanagerorpatientsupportofficerduringbusinesshours.Outofthesehoursyoucancontacttheseniornurseonduty.Thesepeoplewillensureyourcomplaintistreatedconfidentiallyaswellas:
n Answerquestionsaboutservices,policiesandprocedures
n Helpyouidentifyconcerns
n Assistwithanyspecificneedsyouhaveinhospital
n Keepyouinformedaboutthecomplaintprocessandoutcome.
Ifyouarenotsatisfiedwiththeoutcomeyoucancontactyourhealthservice.
Health Care Complaints Commission (HCCC)
TheHCCCisindependentofthepublichealthsystem.AnyonecanlodgeacomplaintwiththeHCCC.Complaintsmustbeinwritingandthereareofficerswhocanassistyou. Visit:www.hccc.nsw.gov.au
TheHCCChasaTelephoneInterpreterService.Ring131450.
MoreinformationisavailableattheYour Health Care Concernswebsite. Goto:www.health.nsw.gov.au/hospitals/healthcare
- 31 -
CONTACTINg THE PATIENT REPREsENTATIVE
TheManagementandStaffofConcordRepatriationGeneralHospitalarecommittedtomeetingyourneedsandrespectingyourrights.Ifyouhaveanyconcernsaboutourserviceyoushould:
1. TellyourDoctorortheNursingUnitManager[NUM]whomaybeabletoassistyouwithanydifficultiesasandwhentheyarise.
2. IfyourproblemisnotresolvedpleasecontactthePatientRepresentativeeitherverballyorinwriting.ThePatientRepresentativewillraisethematterwiththeappropriatestaffmembersandadviseyouoftheoutcomeinatimelymanner.
ThePatientRepresentativeisavailabletoallpatients,theirrelativesandfriendsandcan:
n Adviseyouofservicesavailable.
n Assistyouwithanyconcernsanddifficultieswhichyoumayhave.
n Ifyourproblemisstillunresolvedatthisstage,thePatientRepresentativewillfurtheradviseyouaboutthebestcourseofaction.
ThePatientRepresentativecanbecontacted:
Hours of service:
9.00am–5.00pmMondaytoFriday[exceptPublicHolidays] Telephone: 97677488 Afterhours: 97675000 Email: [email protected] Fax: 97677874
Ifyouarenothappywiththisoutcome,youmaycontact: 1. AreaComplaintsOfficer,ClinicalGovernanceUnit98285958, Monday-Friday9am-5pm.
Oryoumayputyourconcerninwritingto: 2. ChiefExecutive: SydneySouthWestAreaHealthService LockedMailBag7017 Liverpool,BC1871
3. TheHealthCareComplaintsCommissionisanindependentbodythatreceivesandassessescomplaintsaboutHealthCarepractitionersandHealthCareServices. ContacttheHealthCareComplaintsCommission: Level13,323CastlereaghStreet,SydneyNSW2000 Hoursofbusiness:9am-5pm,Monday-Friday Postaddress:LockedBag18,StrawberryHillsNSW2012
Telephone:92197444 TollFree: 1800043159 Facsimile: 92814585 Email: [email protected] Website: www.hccc.nsw.gov.au
- 32 -
THANK YOu FOR YOuR suPPORT
Volunteer services
Volunteersareanintegralpartofthehospital.Ourdedicatedandgrowingbandofvolunteers“FriendsofConcord,”havecontinuedtoenhancecarethroughmanyactivities.Theyinclude:–
– assistingpatientsduringmealtimes
– readingtopatients
– knittingactivitieswithpatients
– singalongactivities
– fundraisingthroughrafflesandmarketdays
– escortingpatientsonthedayoftheiradmission
ForfurtherinformationaboutvolunteeringatConcordHospital,pleasecontactourDirectorMarketingandCommunityRelationsManagerontelephone:97678488duringbusinesshours.
general Donations
Thesupportthehospitalreceivesisverymuchappreciatedasitassistswiththepurchaseofmuchneededequipmentforthehospital.Theseextrafundsarealsovitalinmaintainingtheexcellentstandardofourmedicalresearchandassistingwiththecontinuousupgradingofourfacilitiesandservices.
ContributionscanbesenttoReplyPaid30,GeneralManager,ConcordRepatriationGeneralHospital,ConcordNSW2139.Ifyouprovideyournameandaddresswithyourdonation,areceiptwillbeforwardedtoyou.Alldonationsover$2.00aretaxdeductible.
Bequests
ManypeoplehavedemonstratedthoughtfulnessandgenerositybyincludingabequesttoConcordRepatriationGeneralHospitalintheirwill.Thesebequestshavesupportedresearchandenhancingthehospital’sfinetraditionofmedicalresearch.Aconsultationwithyourlegaladviserissuggestedifabequesttothehospitalisbeingconsidered.
Ifyouhaveanyenquiriesinrelationtodonationsorbequests,pleasecontactourDirectorMarketingandCommunityRelationsontelephone97676038.
- 33 -
ANZAC Health & Medical Research Institute
TheANZACHealthandMedicalResearchInstitutehasbeenestablishedatConcordHospital.TheANZACInstituteundertakesresearchintodisordersoflifestyleandageing.
TheANZACInstituterecognisesthecontributionthatthenation’sVeteransandWarWidowshavemadeincreatingthesocietywehavetodayandprovidesalastingmemorialtotheANZACtradition.
AlsoimportantlytheInstituteprovidesatangiblecommitmenttoimprovingthecommunity’shealthstandardsforthefuture.
Hospital Magazine
ConcordHospitalproducesitsownnewsletter.Ifyouwishtokeepincontactwiththehospitalandreadaboutthelatestdevelopments,contacttheMarketing&FundraisingDepartmenton97676038foracopyofthenewsletterandrequesttobeplacedonourmailinglist.
WehopethatthishelpsyouinyourassociationwithConcordHospital.Ifyouhaveanyquestions,pleaseaskthewardstaffforassistance.
lions NsW Eye Bank
ThishospitalsupportsandparticipatesintheLionsNSWEyeBankCornealTransplantProgramme.
Acornea,successfullytransplanted,isagiftofanimprovedlifeforsomeoneelse.Anyonecanbecomeadonoraftertheirdeathbyendorsingtheirdriver’slicences,signingauniformdonorcardorbysigningasimplestatementindicatingyourwishandhavingthisstatementwitnessed.
Youshoulddiscusswithyourfamilyyourdesireforyoureyeand/orotherorganstobeusedfortransplantationtoensuretheirco-operationincarryingoutyourwish.
DonorCardsandInformationLeafletsareavailablefromthehospitalstafforbycontactingtheLionsNSWEyeBankontelephone(02)93827288.
- 34 -
Patient Information
ConcordHospitalhasanactiveprogramofkeepingformerpatientsup-to-datewithnewinformationandfundraisingactivities.Thelistofnamesandaddressesofpatientsinterestedinreceivingthisinformationisusedforthisandnootherpurpose.
Ifyouchangeyourmindatanytime,youcanhaveyourdetailsaddedortakenoffthislistbyadvisingtheMarketing&FundraisingDepton97676038.
A Chance to Have Your say
Weencourageyoutocompletethe“AChancetoHaveYourSay”surveywhichislocatedinyourbedsidelockeroraskthewardstaffforacopy.Yourcommentsandsuggestionsareimportanttousandwillhelptoimproveyourcareandservice.
Ifyouhaveanyimmediateconcernspleasediscussthemwiththenursingstaffinyourward.Shouldyouprefer,thePatientRepresentativeOfficer,maybecontactedon 97677488orEmail:[email protected].
- 35 -
PRIVACY OF PATIENT INFORMATION
Health service Obligations
UndertheHealthRecordsandInformationPrivacy(HRIP)Act2002,SydneyLocalHealthDistrict(SLHD)iscommittedtosafeguardingtheprivacyofpatientinformation,andhasimplementedmeasurestocomplywiththeseobligations.Ourstaffareboundbylaw,byNSWHealthPrivacyPolicyandbystrictcodeofconducttomaintainconfidentialityofpatientinformation.
Thissectionexplainsthecollectionofyourinformation,thepurposesforwhichitisusedanddisclosedandhowyoucanaccessthisinformation.
Thisinformationincludesyourpersonaldetailsandinformationrelatingtothehealthservicesprovidedtoyou.
Introduction
Thissectionexplainshowandwhywecollectpersonalinformationaboutyou,howyoucanaccessyourinformationandhowyourinformationmaybeusedwithintheHealthDistrictordisclosedtootherparties.
n Thereare15HealthPrivacyPrinciplesandstaffmustcomplywithallprinciples.
n Thekeyprinciplesaredescribedinthissection.
n Specialisedservices,includingbutnotlimitedto,cancerservices,palliativecareandmentalhealthmayhaveadditionalordifferentpatientexpectationsorneedstoaddressregardinginformationsharing.
n Personalhealthinformationandcarer’sinformationofHomeandCommunityClients(HACC)isdisclosedforstatutoryreportingtoStateandCommonwealthgovernmentagencies.ThisincludesforexampleMedicaredetails,notifiablediseasesandbirthsanddeaths.
Access to your information
YouareentitledtorequestaccesstoallpersonalinformationincludingyourmedicalrecordsheldbySLHD.Normallyyouwillbeaskedtoapplyforthisaccessinwritingandtoprovideidentification.Theremaybeafeeinvolvedifyourequestcopiesofyourpersonalinformationormedicalrecord.Accesstoyourpersonalinformationmaybedeclinedinspecialcircumstancesif,forexample,givingaccesswouldputyouoranotherpersonatriskofharm.
Ifyoubelieveanyinformationheldaboutyouisincorrect,incomplete,misleadingor out-of-datepleaseletusknowasyouhavetherighttorequestacorrection.UponreceivingyourrequesttheHealthDistrictwillupdateormakeprovisiontoallowyoutoaddanotationtoyourmedicalrecord.
Toassistusinmaintainingaccuraterecordspleaseadviseyourhealthcareproviderorrelevantadministrativestaffif,forexample,youchangeyouraddressorGPcontactdetails.
- 36 -
Collection of Health Information
PersonalinformationiscollectedwheneveryouattendoneoftheSLHDhospitalsasaninpatient,outpatientoremergencypatient,orifyouvisitorreceiveanyservicefromoneofourcommunityhealthservices.WhenyoufirstattendaSLHDfacilityapersonalhealthrecordiscreatedforyou.Yourrecordisgivenamedicalrecordnumberor‘MRN’(auniquepatientidentifier)whichenablesallyourhealthinformationtobecorrectlyidentifiedandsecurelyfiled.
Theinformationcollectedfromyouincludesgeneralpersonalinformationsuchasyourname,address,dateofbirth,religionandinsurancedetails.Italsoincludeshealthinformationsuchaspresentandpastillnesses,testresults,operationsperformed,medicationsandotherrelatedclinicalinformation.Wemayalsocollectinformationfromotherhealthprofessionalswhohavetreatedyouandinanemergencywemayneedtocollectinformationfromafamilymember,friend,carerorotherpersontoenableustoprovideyouwiththebestcare,treatmentandadvice.Weonlycollectinformationthatisrelevantandnecessaryforyourtreatmentandforhealthservicemanagementpurposes.
security of Information
InformationaboutyouisstoredinamedicalrecordpaperfileandelectronicallyintheSLHDcomputersystem.Thismayincludeinformationaboutusageofdrugsandalcohol,episodesofmentalhealth,incidenceofdomesticviolenceetc.
TheelectronicinformationislinkedthroughoutallSLHDfacilities.Someinformationmayalsobeheldintheformofanimageincludingx-rayorphotograph,orasanaudioorvideorecording.
Allreasonablestepsaretakentoensuretheinformationwecollectaboutyouisstoredsecurely.Wearerequiredbylawtoretainmedicalrecordsforcertainperiodsoftime.
InaccordancewiththeHRIPAct,appropriatesystemsandpoliciesareinplacetoprotectyourinformationfromloss,unauthorisedaccessandmisuse.
Ifyoudonotwishcertaininformationaboutyoutobecollectedandrecorded,youshouldtellyourtreatingdoctor/clinicianandhe/shewilldiscusswithyoutheconsequencesthismayhaveforyourhealthcare.
use and Disclosure
Yourclinicalinformationwillbeusedordisclosedbyyourhealthcareteamtoprovidetreatmentandongoingcare.Inaddition,itmaybeusedordisclosedforotherrelatedpurposes(e.g.sendingyouaremindertoattendanappointment);andinwaysthatwouldbereasonablyexpectedforyourcareandwellbeing.
Thismayinclude,forexample,thetransferofinformationtoyourGP,toanothertreatinghealthservice,AmbulanceServiceofNSWorhospital,referraltoahealthprofessional,pathologytests,X-raysandsoon.
- 37 -
Yourpersonalhealthinformationmayalsobeusedordisclosedforthefollowingotherrelatedpurposes:
n ToprovidecertaininformationtoStateandCommonwealthgovernmentagenciestocomplywithcertainlaws(e.g.reportingnotifiablediseasesandbirthsanddeaths)orforstatutoryreporting;
n Tocomplywithasubpoena,summonsorsearchwarrantifyourpersonalinformationisrequiredasevidenceincourt.
n Forbilling(Medicare,privatehealthfunds,DepartmentofVeterans’Affairs)orformanaginglegalclaims;
n ForpurposesrelatedtotheoperationoftheNSWHealthservice,forexamplefunding,planningandtoconductsafetyandqualityimprovementinitiatives;
n Inaccordancewiththestatutoryguidelinesissuedunderprivacylaw,forresearchpurposesapprovedbyaSLHDHumanResearchEthicsCommittee;forstaffandstudenttrainingpurposes;orforplanning,financialormanagementpurposes.
n Wherelawfulandpractical,individualscanrequestcertainsectionsoftheirmedicalrecordtobewithheldfromprofessionals/agencies.Ifthisisthecase,speaktoyourtreatinghealthprofessionalorClinicalInformation/MedicalRecordsDepartment;
n Wemayuseyourinformationtocontactyouregardingpatient/clientsatisfactionsurveysthathelpustoevaluateandimproveourservices.
n Tootherhealthservicesandauthorisedpartiestohelppreventaseriousandimminentthreattosomeone’slife,healthorwelfare,suchasinanemergency.
n Itshouldbenotedthatwhenthesafetyofothersisinvolved,legalregulationoverridestheprinciplesofconfidentiality.InsituationswherereportstotheDepartmentofCommunityServicesandNSWPolicearenecessary,theconsentofthepatient/clientisnotrequired.
n Tootherhealthservicesorlawenforcementagencies,suchasthePolice,ifyouprovideuswithinformationrelatingtoaseriouscrime,includingassault,domesticviolence,childabuse,andsoon.
n Topastoralcareworkers,includinghospitalchaplains,providingspiritualandpastoralcare.
n Exchangeinformationthatpromotesachildoryoungperson’ssafety,welfareorwellbeingbetweenprescribedbodies(governmentandnon-governmentagencies),includingthepolice,schoolsandresidentialcareproviders
Shouldyouwishyourreligiontobewithheldfromthechaplaincyservicepleaseadvisethehealthcareprovider.
- 38 -
Contact us Ifyouhavequestionsoracomplaintabouttheprivacyofyourpersonalinformation,pleasecontactyournearestSLHDhospitalorcommunityhealthcentre.
sydney local Health District Facilities BalmainHospital CanterburyHospital CommunityHealthServices ConcordRepatriationGeneralHospital ConcordCentreforMentalHealth KaritaneHospital RoyalPrinceAlfredHospital SydneyDentalHospital ThomasWalkerHospital(Rivendell) TresillianFamilyHealthCare
Furtherinformationincludingthissectionindifferentlanguagesisavailableat: www.health.nsw.gov.au/utilities/privacy/resources.asp
Reference:
– HealthRecordsInformationPrivacyAct2002
– NSWHealthPrivacyManualVersion2
– PrivacyandPersonalInformationProtectionAct1998(PPIPAct)
Other privacy laws and related legislation:
– HealthAdministrationAct1982
– MentalHealthAct2007
– PublicHealthAct1991
– CommonwealthPrivacyAct1988
– FreedomofInformationAct1989
– StateRecordsAct1998
– ChildrenandYoungPersons(CareandProtection)Act1998
- 39 -
YOuR ADMIssION CHECKlIsT
(BE WEll PREPARED)For your use to:
1. Ensurethatyouhavepackedallthatyourequireforyourstayinhospital.
2. GuideyourdiscussionswiththePreadmissionClinic,theAdmissionsDepartment,yourdoctorandwardstaff.
3. Prepareforthedayyouaregoinghome.
Ihavemy:-
o MedicareCard
o PrivateHealthInsuranceCard
o Ihavearrangedmypick-up/transporthomefor10am
Arrangedwith _____________________________________
ContactNumber _____________________________________
o Moneyfornewspaper (freeforprivatepatients).
o Toiletries (e.g.shampoo,conditioner,soap,tissues,razors,shavingcream,toothbrushandtoothpaste).
o Pyjamas,slippers,dressinggown
o Disabledservice/resourceneeds (ring97676855todiscussneeds)
o Parkingmoneyrequired
o Cash/creditcard/BANKchequeforupfrontpayments.
o Removedvaluablejewellery. (OnlybringMINIMALcash) (seepage11)
- 40 -
o Ihaveallmymedications.
o Ihaveaphonecardtousethebedsidephone. (availableatnewsagents)
o IknowtheprogramsavailableandhowmuchIneedtorentthebedsideTV. (ring1800063829forquotes)
o Ineedaninterpreter. (seepages14-15)
o Ihaveallmytestresults/scans/X-raysetc.
o IneedtostayinthePatientHostelbeforemyadmission. (seepage12)
o Iamconcernedaboutwithdrawalfromcigarettes/alcohol/drugswhileIaminhospital. (seepage13)
o Iwantvisitsfrom:
o TheChaplain(seepage17)
o Ex-ServicemanRepresentative (seepage18)
o Iwanttodiscussbeingadonor. (seepage33)
o Iwanttomakea:
o donation
o bequest (seepage32)
o IaminterestedinbecomingaConcordHospitalVolunteer (seepage32)
o Iwanttoreceivetheregularhospitalmagazine (seepage33)
- 41 -
NOTES
- 42 -
NOTES
- 43 -
NOTES
Insertionsorchangespleaseemail:[email protected] Phone:(02)97676424
CompiledbyPatientServicesandInformationDepartment
RevisedNovember2013