Continuing the Mission of the Sisters of the Little Company of Mary. Patient Information

Transcription

1 Continuing the Mission of the Sisters of the Little Company of Mary Patient Information

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3 PATIENT INFORMATION WELCOME We welcome you to Calvary and trust that our efforts provide a more comfortable stay. Being in hospital requires some adjustment for both you and your family, and this booklet is designed to help you manage your new environment. You may have been admitted to Calvary Lenah Valley or Calvary St John s Hospital as one of the following: inpatient (when you stay in hospital overnight), day surgery/day procedure patient (you have an operation or procedure then go home the same day) or, emergency patient (you may have become ill suddenly or have had an accident). Calvary Health Care Tasmania Calvary is a Catholic not-for-profit private hospital with over 400 beds providing acute, sub-acute and outpatient services to the people of Tasmania. Spread across four hospitals covering both Northern and Southern Tasmania, and with nearly 1300 employees, Calvary is part of Little Company of Mary Health Care, a National Catholic Health Care organisation providing high quality valuesbased care and support for people who are sick, dying and in need. Calvary is guided by the Catholic Health Australia code of ethical standards. Little Company of Mary Health Care operates in New South Wales, Victoria, Tasmania, South Australia, the Northern Territory and the Australian Capital Territory. Services include public and private hospital care, acute and sub-acute care, and home, community, retirement and aged care services. 3

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5 PATIENT INFORMATION Hospitals Lenah Valley Campus 49 Augusta Road Lenah Valley TAS 7008 T: (03) F: (03) Specialities - Lenah Valley Hospital Accident & Emergency General Surgery Acute Medical Maternity & Women s Health Cardiac Services Neurosurgery Critical Care Orthopaedics Day Surgery Urology Endoscopy Vascular Surgery St John s Hospital 30 Cascade Road South Hobart TAS 7004 T: (03) F: (03) Specialties - St John s Hospital: Day Surgery Ophthalmology Ear, Nose and Throat Surgery Orthopaedics Pain Dental/faciomaxillary WHILST IN HOSPITAL Accident & Emergency Emergency services are only available on the Lenah Valley Hospital. Access to the Department is via Honora Avenue, Lenah Valley (open 24 hours a day, 7 days per week). Accident & Emergency fees: Emergency Attendance Fee: all attendances attract a Emergency Attendance Fee which is an out of pocket expense (some health funds may cover this fee). This fee may be discounted if returning for a review or if you are referred by your General Practitioner or Specialist with an accompanying letter Fees charged by Emergency Doctors are fully refundable through Medicare There may be additional out of pocket costs (if applicable): Medicines Fibreglass and plaster casts Pathology services billed separately through Hobart Pathology X-rays billed separately through MIA Tasmania Visiting Specialist consultations Oncology Gynaecology Palliative Care General Surgery Plastic Surgery Inpatient Rehabilitation Paediatrics 5

6 PATIENT INFORMATION Accommodation Patients Calvary has single and shared rooms, all with ensuite facilities, televisions and private telephones. Your preferred room allocation will be our priority but unfortunately we cannot guarantee that you will have the room of your choice. Rooms are allocated on clinical needs, however, we will endeavour to fulfil your request. If you are admitted to a Post Operative Care Unit you may be cared for in a mixed gender ward. The day surgery unit is also a mixed gender area for both pre and post surgery care. Family and friends There is a wide range of hotels in most price brackets close to each hospital campus. Discounted accommodation is available to patients and their families arriving from elsewhere in the state or interstate, or for patients needing somewhere to stay the night before surgery. If you need more information about local accommodation please contact our Booking Office, Telephone: (03) Calvary Community Benefit Calvary has an active community benefit program. Included in the program are The Community Council grants and Mary Potter Foundation. For more info on how you can make a difference contact our Executive Office. Chapel The Chapel is available 24 hours a day 7 days a week. Lenah Valley Hospital The Chapel is located on the 1st Floor near the stairs. Mass for Catholics is celebrated each Wednesday at noon and an Anglican Eucharist is celebrated every Thursday at 8.45 am. St John s Hospital The Chapel is located on the ground floor near the Kiosk. Catholic Mass is celebrated on 2nd and 4th Fridays at am and an Anglican Eucharist is celebrated every Wednesday at noon. Children Children requiring hospitalisation have special needs and we aim to make your child s stay at Calvary as pleasant as possible. Children are catered for on all units, as well as the designated children s area on Simpson Unit, St John s Hospital. A parent or adult support person is encouraged to stay with children overnight. However, children under the age of four admitted for an overnight stay must be accompanied. A special children s menu is available and you are welcome to bring in your child s personal toys. If children are visiting the hospital, parents are asked to ensure they are closely supervised at all times. Commendations, Complaints and Suggestions Our aim at Calvary is to provide our patients with the highest standard of compassionate patient centred care. Your opinions help us to evaluate and improve all of our services. Please let us know if you feel any aspect of our service could be improved. We value your input and welcome any comments or suggestions you may have. It is important you let us know as soon as possible if you wish to discuss any problems. A Patient Feedback Form will be located in your room, with spare copies in the foyer. The Patient Feedback Form gives you the opportunity to make commendations, complaints and suggestions about our services. We ask that you complete the form and either place it in the Patient Feedback box at our Front Reception, or post to us at the address below. During your 6

7 PATIENT INFORMATION stay you may be visited by one of our Volunteer Liaison Officers who will ask for your opinion of our services. Our Volunteer Liaison Officers are another way Calvary endeavours to respond to the needs of our patients. If you have any concerns about your care or treatment, these may be discussed with the Clinical Nurse Manager or expressed formally in writing to the Chief Executive Officer, or the Director of Clinical Services at: Calvary Health Care Tasmania GPO Box 1523 Hobart TAS 7001 We welcome and appreciate your comments and all comments will be treated confidentially. For more information see section on Rights and Responsibilities. Critical Care Services The Critical Care Unit, located on the Lenah Valley Hospital is equipped with the monitoring and emergency equipment necessary to care for seriously ill patients or for patients who require close observation following major surgery. Experienced critical care Nurses staff the Unit and are supported by a full time specialist Intensivist. Hospital Medical Officers (HMOs) are available to give support to nursing staff 24 hours a day. Visiting hours are flexible for immediate family, but may be restricted at the discretion of nursing or medical staff. Pre-admission The pre-admission clinic is a service offered to patients of Calvary Health Care Tasmania. The clinic is free of charge and is staffed by experienced Registered Nurses who will: complete any tests that your doctor may have ordered discuss discharge planning to help you plan for your return home talk to you about equipment you may need following surgery and when you return home discuss your expected length of stay in hospital answer any questions you may have about your hospital stay This means not only do you know what to expect whilst in hospital but ensures your admission on the day of your surgery is well planned, relaxed, and not rushed for you or the staff. Day Procedures Most day patients can be discharged within a few hours of their procedure (this depends on the type of surgery and your recovery). You must have a responsible adult to accompany you home and stay with you overnight. Your support person will be given a contact number to telephone to find out what time you can be discharged. Flowers Flowers, floral arrangements and gifts sent to you will be delivered to you by the Ward Clerk. Regrettably, we ask that visitors not send potted plants as these can contain infectious substances. Our volunteers provide a flower care service. Flowers are not permitted in the Critical Care or Post Operative Care Units but will be kept in another area nearby. talk to you about your care before and after surgery check your health history and complete other admission paperwork 7

8 PATIENT INFORMATION Hairdresser Visits by a hairdresser can be arranged on request. Please ask nursing staff to arrange an appointment. Payment for hairdressing services is the responsibility of the patient. Health and Safety Calvary is committed to continuously improving the management and standards of workplace health and safety. This commitment also extends to all patients and visitors who enter and use the facilities at any Hospital. All employees and volunteers of Calvary have a duty of care to work safely, taking reasonable care to protect their own health and safety and that of their colleagues and patients. Any person entering the premises of Calvary is required to comply with all instructions in order to protect their health and safety whilst on any Calvary property. Hospital Medical Officers There are Hospital Medical Officers (HMOs) on duty 24 hours a day to support Accident & Emergency, the Critical Care Unit and Visiting Specialists, and are available for any hospital emergency at the Lenah Valley Hospital. Hospital Staff All staff members are required to wear photographic identification badges. All nursing and support staff wear a corporate uniform. Infection Control Hand Hygiene Hand Hygiene is the single most important factor in reducing hospital acquired infections. Our hands may look clean but many germs are invisible to our eyes and we unknowingly transmit germs on our hands to others and our environment. Please ask the nurse caring for you for a copy of the Hand Hygiene information brochure that gives you information on when you should clean your hands and how to use the Alcohol hand Rub or soap and water. Healthcare Associated Infections Everyone - healthcare workers, patients and visitors have a role in preventing and controlling healthcare associated infections. There are a number of things you can do to reduce the risk of infection, including: Washing your hands Asking healthcare workers if they have cleaned their hands Ask your visitors to clean their hands before and after visiting you Do not let your visitors touch dressings, drips or other equipment around the bed Ask your visitors to stay at home if they are unwell, have a cold or have been vomiting or had diarrhoea Report any infections you may have had and completing the full course of antibiotics you have been given Inform the healthcare worker that is looking after you if your dressing becomes loose or wet Tell the healthcare worker looking after you if the drips, lines, tubes or drains inserted into your body or the area around them becomes red, swollen or painful Let the healthcare worker looking after you know if your room or equipment hasn t been cleaned properly Stop smoking before any surgery as smoking increases the risk of infection Ask the nurse caring for you for a copy of the Healthcare Associated Infections Consumer factsheet for further information. 8

9 PATIENT INFORMATION Interpreter Please speak to the Unit Manager or Patient Administration if an interpreter is required. Kiosk There is a kiosk at each hospital. The kiosks offer a range of food, snacks, biscuits and cakes as well as magazines, papers and sundry items. Vending machines for soft drinks and snacks are also available. Kiosk opening times: Lenah Valley Hospital Mon - Fri Sat Sun St John s Hospital Mon - Fri Sat Sun Mail Calvary s postal address is: Calvary Health Care Tasmania GPO Box 1523 HOBART TAS am pm 9.00 am pm 9.00 am pm 9.00 am pm Closed Closed Your mail will be delivered to you, on your unit, Monday to Friday. Maintenance and Repairs If you find anything in your room that requires repair please ask one of our staff who will inform our maintenance department. Maternity Services The Maternity & Women s Health Unit offers personalised care from highly qualified midwives who have experience in all aspects of the birthing process. For further information on the maternity services available at Calvary or to make a booking, please contact the Maternity Unit Ward Clerk during office hours on (03) Meals Great care has been taken to provide our patients with an extensive, nutritious and varied menu. Special diets for medical, religious or personal reasons can be arranged in consultation with the nursing staff. Please advise the nursing staff if you have any special requirements or if you would like a hot breakfast. Additional meals can be requested for some visitors - please note a charge will apply and be added to your account. Facilities are also available for tea and coffee making. We do request that the pantry be left neat and tidy for the next user. Meal Times: Breakfast Morning Tea Lunch Afternoon Tea Dinner Evening Supper 7.30 pm Medicines 7.45 am to 8.15 am am to am pm to pm 2.30 pm to 2.45 pm 5.00 pm to 5.30 pm Medicines prescribed to you are your property, and should either be taken home with you on discharge, or if appropriate, we can arrange for them to be destroyed. Newspapers and Magazines Newspapers and magazines can be purchased from the kiosk located on each Hospital. 9

10 PATIENT INFORMATION Nurse Call Bell Nurse call bells are located on the handset by the bed. Call bells are also fitted in all ensuites. Pastoral Care Calvary has a strong commitment to caring for the emotional, social and spiritual wellbeing of patients. All patients have emotional and spiritual needs. Your emotional and spiritual needs are important to us. Pastoral Carers visit each unit daily and are available for the support of patients and their families 24 hours a day, 7 days a week. Chaplains and representatives of many faith traditions visit regularly. To arrange a visit please ask the pastoral care or nursing staff. Holy Communion is available for those patients who request it. Please ask via our Pastoral Care Staff. Pathology Service During your hospital stay, pathology tests may be carried out at the request of your doctor for which the pathology company will bill you. Most of our pathology services are provided by Hobart Pathology. If you have any account queries please contact Hobart Pathology Accounts, Telephone: (03) Personal items The Hospital is unable to accept responsibility for your personal possessions, such as jewellery, cash, or electrical equipment including laptop computers and video cameras. To prevent loss of belongings bring only essential items that you need for your stay. We suggest that you clearly label your belongings with your full name. If you wear dentures, please ask the nursing staff to supply you with a labelled denture cup for storage. We recommend that you do not wrap dentures in tissues or place them under a pillow as your dentures may get lost or damaged. Pharmacy Services Augusta Road Capital Chemist provides pharmacy services at Calvary. Medications that are supplied by Augusta Road Capital Chemist during your admission and which you were taking prior to your admission to Calvary may not be covered by your private health insurance. If you have any account queries please contact Augusta Road Capital Chemist, Telephone: (03) Quality and Safety Data Calvary regularly provides quality and safety data to our patients and community members. This information is displayed on boards next to our kiosk. Radiology and Imaging Service Regional Imaging Limited provides a range of diagnostic services to both the Lenah Valley and St John s Hospitals. The comprehensive range includes MRI, Multi-slice CT, Nuclear Medicine, Ultrasound, X-Ray, Diagnostic Mammography and the latest interventional procedures. These procedures are available to both inpatients and outpatients and you will be billed separately for these examinations. If you have any queries regarding your account please contact RIL s Accounts Department on (03) If you are admitted via the Accident & Emergency Department, or inadvertently bring valuables with you, we advise that you arrange for them to be taken home as soon as possible. 10

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12 PATIENT INFORMATION Rights and Responsibilities Based on our values of hospitality, healing, stewardship and respect, the management and staff of Calvary support this Charter of the Rights and Responsibilities of the Person Receiving Care. It recognises, protects and promotes the rights of each person receiving care, the partnership with health care providers, and ensures that personal dignity and autonomy are upheld at all times. YOU HAVE THE RIGHT to Be informed about our facilities and services Quality care Receive care in a safe setting Have an explanation of the likely cost of your treatment / care and any out of pocket expenses Know all your treatment / care options and to participate in decisions about your treatment/care (informed consent) Be treated with respect and not be discriminated against Be communicated with effectively, honestly and with courtesy Personal and information privacy Open disclosure should an adverse event occur Receive advice on how to make a complaint YOUR RESPONSIBILITIES are to Answer questions about your health honestly and completely Comply with prescribed treatments or inform your health professional if you do not intend to do so Be courteous, considerate and respectful towards others Respect the privacy of others Fulfil your financial obligations Raise concerns if you are unhappy with our services YOU HAVE THE RIGHT TO COMMENT ABOUT YOUR HEALTH CARE IF YOU HAVE A COMPLAINT OR ANY CONCERN ABOUT OUR SERVICE Talk to the person in charge or any health worker at the time of the problem You can write to, phone or see the person in charge at any time during your care or afterwards If you are not satisfied with the results of your complaint you can contact the Chief Executive Officer If you have not been able to resolve the problem, you can write to the appropriate State or Federal independent complaints organisations: The Health Complaints Commissioner Ground Floor, 99 Bathurst St HOBART TAS 7000 Phone: (local call) health.complaints@justice.tas.gov.au Medical Council of Tasmania Phone: (03) (For complaints against Medical Practitioners) Private Health Insurance Ombudsman Phone: (free call) (For matters relating to health insurance) BE ASSURED THAT Calvary Health Care wants to resolve your concerns to your satisfaction You can expect any complaint to be dealt with quickly and fairly Your complaint will not adversely affect the service you receive Your complaint will be handled with complete confidentiality 12

13 Hobart Pathology is proud to support Calvary Healthcare Dedicated Pathologists and Staff committed to service excellence, providing pathology services from our state-of-the-art laboratory for Doctors and their Patients. Laboratory located at 2-4 Kirksway Place Hobart, Tasmania 7000 Ph Fax

14 PATIENT INFORMATION YOU HAVE THE RIGHT TO AN ADVOCATE An advocate is someone who can work and speak on your behalf at your direction. It is your right to obtain an advocate. Smoking It is recommended that you reduce or stop smoking (if possible at least 2-3 weeks) before your surgery. If you need help to stop please let your GP know prior to admission or call the Quitline on Please talk to your admitting Doctor if you require nicotine replacement treatment during your stay in hospital. However, a designated smoking area is available for use between the hours of 6.00 am and 9.00 pm. Please ask staff for directions. Smoking outside these hours is not permitted. Assistance with transfer from the ward to the designated smoking area should be sought from family members and/or friends as it is preferred that staff do not provide assistance. Telephones Each bed is supplied with a personal telephone for your convenience, with direct access to local, mobile and STD calls. For all calls dial 0 first. Calls to mobile telephones and STD/ISD calls will be charged to your account and are payable on discharge. Payphones are located in the foyer of each Hospital. Television and Radio In addition to free to air channels a corporate Austar service is available free of charge on the Lenah Valley and St John s Hospitals, with the exception of the Day Surgery Unit. Therapeutic Heat Devices The use of hot water bottles and heat packs is not permitted due to the risk of burns. Gel packs, the preferred form of heat therapy, will be supplied by Calvary. Transport Car Parking Limited free on-site parking is available at each hospital and in adjacent streets (please note council restrictions may apply). Emergency car parking is available for patients attending the Accident & Emergency Department on the Lenah Valley Hospital. Public Transport Bus routes Lenah Valley If you are travelling to the Lenah Valley Hospital by bus the following bus routes pass directly outside the front entrance (Bus Stop 17) Bus route 6, 7, 8, 9, 10 27, X6 St Johns - If you are travelling to the St Johns Hospital by bus the following bus routes pass directly outside the front entrance (Bus stop 13) Bus route 44, 46, 47, 49 Taxi Complimentary taxi telephones are located in the foyer of each Hospital. Visiting Hours Please be aware that the following is a guide only and visiting may be restricted due to patient needs and ward activity. If children are visiting the hospital, parents are asked to ensure they are closely supervised at all times. General Wards: am 1.00 pm and 3.00 pm pm. 14

15 PATIENT INFORMATION Maternity Unit: Rest Period is 1.00 pm 3.00 pm and visitors are restricted. Critical Care Unit: Visiting is available at all hours to immediate family, but may be restricted at the discretion of the nursing staff or doctors. All other visitors are asked to telephone prior to visiting. Rest Period is between 1.00 pm and 3.00 pm. Volunteers Calvary has a wonderful team of over a hundred volunteers who give freely of their time to enhance the service to patients, their families and friends. Volunteers provide invaluable support to hospital staff and the community. Volunteers may come into your room to offer you magazines, tend to your flowers, talk to you about your feedback form or to assist in other ways. Our team of friendly volunteers are here to help they can provide a useful connection between you and hospital staff, provide non-clinical support or just sit and have a chat. Our volunteers complement the efforts of professional staff and can be identified by their blue shirt and identification badge. What you may need whilst in hospital Please note that space is limited for the storage of clothing and personal effects. A list of your allergies. For your safety, please tell your nurse if you are allergic to any specific medications, dressings or foods A small amount of money for newspapers, magazines, postage stamps etc Books, magazines etc Current Medications, in their original packaging. Nurses by law are unable to dispense from dosette boxes. Any currently prescribed drugs, which are not brought in at the time of admission, can be supplied by the hospital but this will be at additional cost to you (for additional information about discharge medications see When You Leave Us, on page 16 in this booklet) Doctor s letters Electric razor Hairdryer Health Care Card, if you are eligible for health care assistance MAIB - full details will be required Medicare Card Pension numbers Pharmaceuticals Benefit Card/Safety Net Entitlement Cards Physical aids eg. hearing aids, walking frame/stick, crutches Private health insurance fund details Repeat prescriptions (especially authority prescriptions) Sleepwear, dressing gown, slippers Telephone numbers of your family/friends Toiletries Toys, games, or hand held computer games Tracksuit or comfortable clothes Watch or clock Workers Compensation - full details will be required Writing materials Veterans Gold Card, if applicable X-rays 15

16 PATIENT INFORMATION What not to bring to hospital Electric blankets Hot water bottles Wheat packs Pets Valuables, including jewellery Your own television Personal property brought to the Hospital is kept solely at the individual s risk. While the Hospital will exercise care and respect of such property, the Hospital accepts no liability whatsoever for its loss or damage howsoever caused. PREPARING FOR DISCHARGE How long will I stay in Hospital? The number of days you spend in hospital depends on many factors including your general health, reason for your admission and age. Please ask your doctor or nurse for an expected discharge date. Planning for Discharge It is vital that you start planning your discharge from hospital as soon as possible to ensure that any services which you may require at or after discharge can be arranged in time. When planning your return home it is important to consider your needs for the following areas: transport arrangements to return home your ability to care for your personal needs (bathing, dressing etc) capacity to perform normal domestic duties (shopping, cooking, cleaning etc) capacity to care for another (children, spouse etc) special care needs (dressings, medications etc) equipment and home modifications You should ask your doctor and nursing staff to assist you in identifying what your restrictions and needs may be. You may consider asking family/friends for support in meeting these needs. Alternatively your nurse can refer you to Calvary s Case Management services. Case Management may be able to assist with the arrangements of alternative supports. When you leave us Discharge The discharge time at Calvary is am and we request that you make arrangements to leave the hospital at this time so that staff can prepare the room for incoming admissions. If you are unable to leave at the specified time, please advise the nursing staff and you will be able to wait in one of the hospital waiting areas. Discharge checklist Please ensure you take the following with you when discharged from hospital: personal belongings medications X-rays and scans flowers medical certificate (can be arranged with your doctor) Nursing Discharge Summary A staff member will escort you to Reception to complete your discharge. readiness to resume normal social/work activities 16

17 PATIENT INFORMATION Understanding your account Hospital accommodation and theatre costs are covered in the hospital charge. Nonhospital fees will be billed separately and may include: surgeon, anaesthetist, medical services, pathology, pharmacy, radiology/x-ray, physiotherapy, occupational therapy, other allied health professionals (where no agreement exists between Calvary and your health fund), mobile/std/isd telephone charges and equipment hire. Medicare refunds some of the non-hospital charges. Your health fund may also cover a further portion but you will be required to pay the balance. If you have any questions on these charges please check with Medicare and your health fund. Accounts are due on discharge and may be paid by: cash (Australian dollars) cheque credit card or EFTPOS THANK YOU FOR CHOOSING CALVARY HEALTH CARE TASMANIA How You Can Help Us Calvary Health Care has been part of the Tasmanian community for over 70 years. As a not-for-profit organisation it reinvests funds into equipment and infrastructure to its sites to ensure ongoing improvement of all key services. We would like to call upon your help to assist with funding equipment for our services, staff training grants and post graduate scholarships. Your kind donation will provide support to a wide range of services including our maternity and special care nursery, emergency department, acute medical and surgical units and palliative care. It will enable us to keep alive the vision of the Venerable Mary Potter. To make a gift of healing, please send your donation to the Chief Executive Officer. All donations over $2 are tax deductable. 17

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21 hmh hobart modern hypnosis Pain Relief and Recovery We specialise in helping you Recover quickly and feel better faster MEDICAL HYPNOSIS DONE RIGHT Pain relief and recovery Preparation before surgery Post-op recovery Behavioural Change (Stop smoking, lose weight) Stress, Anxiety, Phobia relief Grief relief PTSD Ph: Macquarie St. Hobart

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