For Patients: Your stay at Linacre Private Hospital

Your stay at Linacre Private Hospital

We offer a range of private and shared rooms, each attractively decorated and equipped with private telephone, plasma television and ensuite facilities. Every effort will be made to accommodate your preference of room.  This may not always be possible on admission, however, we will ensure that your accommodation is appropriate for your clinical requirements, and we will transfer you to a room of your choice if and when one becomes available.

If you are acutely ill or have had major surgery, you may be cared for in our High Dependency Unit (HDU). This Unit is a separate dedicated four-bed area, which provides specialised facilities and care for the patient by highly skilled HDU staff. Cardiac Care Unit (CCU) is also available for patients with cardiac syptoms and illnesses.

The ward areas are under the supervision of the Nurse Unit Manager during weekdays and a Hospital Co-Ordinator (senior registered nurse manager) on evening, night and weekend shifts.

Car Parking

Linacre Private Hospital has limited on site car parking for medical staff and visitors. Short term facilities for pick up of patients is provided. There is available car parking on the neighbouring streets that have strict time regulated areas. All day parking on the streets located within a 5 minute walk from the hospital, either over the railway lines on Linacre Road or over Hampton Street near the beach.

Catering

Our Catering Department prepares a variety of high quality, fresh meals. Menus will be provided each morning from which you may select meals according to your taste and dietary requirements. Please notify us if you have any special dietary requirements.

Meals and refreshments are served at the following times:
Breakfast 7.30am - 8am
Morning Tea 10.30am - 11am
Lunch 12.30pm - 1pm
Afternoon tea 2.30pm - 3pm
Dinner 5.30pm - 6pm
Supper 7pm - 7.30pm

For patients who may need some assistance, the catering department will visit you daily to assist you with your menu selection.

Additional meals may be ordered for your partner or family at a fee. Please note that this charge will not be covered by your health fund and will appear on your account on discharge.

A parent staying with their child will not be charged for their meal.

Compliments / Complaints

We welcome compliments and feedback relating to your stay with us and we encourage all patients to complete the feedback form available in all ward areas. Completing this form enables us to evaluate and improve the services provided to our patients and visitors. These questionnaires are anonymous.

Regular patient satisfaction surveys are conducted independently of the Hospital by Press Ganey Associates. If you are surveyed, your inclusion in these surveys is voluntary. We would appreciate your assistance if you are asked to participate.

If you are concerned about your care or the Hospital’s services please contact the Nursing Unit Manager on the ward.

If you have a complaint or compliment that you would like to send please address it to either the Chief Executive Officer or the Director Clinical of Services.

Complaints/Compliments can be lodged by letter, by telephone, in person, via email or through our survey system.

We appreciate your feedback.

Consent for Treatment

As part of your Admissions to the hospital, you need to complete a “Consent for Treatment” form.  This verifies that you have had the nature and risks of the treatment/procedures/operations to be undertaken during your admission explained and that you have consented to the treatment/operations.  A separate consent form may be used to verify that you have had an explanation of the anaesthetic type, associated risks and alternatives and that you have consented to this.

You have the right to ask questions if you have any concerns regarding the procedure, understanding of the risks and alternatives.  Ask to speak with the nursing staff or your Doctor in order to express and have your concerns addressed.

Disability Services

All patients requiring extra care for disability services are catered for, however in certain circumstances prior notice of needs is advisable.

Emergency Procedures

Linacre Private Hospital has highly developed safety and emergency procedures. We are fully accredited with the Australian Council of Healthcare Standards (ACHS) and comply with all Workplace Health and Safety requirements. To ensure that all staff members are able to deal with an emergency, on-going and regular training drills are carried out to train staff in these procedures. Timing of these drills is not pre advised and staff on duty treat each Code as a natural occurrence. At all times during staff training you will hear a verbal announcement to advise that there is a testing procedure being conducted and again to advise when the test has been completed. Please feel free to familiarise yourself with the exit points closest to your room – they are easily identified by illuminated green signage marked “EXIT” throughout the corridors of the hospital.

The Hospital has highly developed safety and emergency procedures in which each staff member has a key role. In the unlikely event of an emergency, remain in/ by your bed until a staff member arrives to assist you.

Falls Prevention in Hospital

In order to maintain the safety of patients while in hospital, Linacre Private Hospital uses a number of falls prevention strategies. Patients may become more susceptible to falling during their stay in hospital for a range of reasons, including the unfamiliar surroundings, change of medication and surgery. During your admission, you will undergo a falls risk assessment to determine if you are at risk of falling and what may need to be done to decrease this risk. Please be sure to pack appropriate footwear when coming to hospital; patients are encouraged to wear closed, non-slip slippers. If you are at risk of falling please ask for nursing assistance when transferring or mobilizing around the room. We encourage families and friends to participate in the falls prevention process to ensure our patients’ safety.

Flowers and Mail

Flowers and mail are delivered directly to your room. If you have mail to post, please ask the nursing staff to take to reception and this will be arranged for you. If you need to receive mail via facsimile, please ask the sender to use the facsimile number (03) 9598 2667. The number to quote for international senders is +61 3 9598 2667. Mail can also be received via email. If you require this facility please use the following address: linacreinfo@ramsayhealth.com.au

Going Home / Discharge

Once you have recovered from the acute phase of your surgery or illness, it is usual for you to continue your recovery at home. The staff caring for you will keep you updated regarding your planned discharge date. If you foresee any problems returning to your usual residence please discuss the issues with the staff caring for you or ask to see the Nursing Unit Manager so that plans can be put in place for your return home.

Before your discharge the ward nurse will inform you when to make appointments for follow up, order any medications you are to take home and make any other arrangements necessary for your aftercare. On the day of your discharge it is expected that you will vacate your bed before 10am. If you ensure that the person collecting you is aware of this timeframe. If you have had a general anaesthetic or sedation within the past 24 hours you will need to be accompanied home by a responsible adult. You should not drive a car, operate machinery or domestic appliances, conduct important business or drink alcohol for at least 24 hours following your anaesthetic. Should you require a taxi service to transport you home, reception staff will be happy to assist you with this. Before you leave please ensure you have all your personal items, all medications, your x-rays and follow up instructions. If your discharge needs are complex, our discharge co-ordinator will visit you to provide assistance in co-ordinating the services you require.

Hairdresser

If you require a hairdresser during your stay please notify the nursing staff and this can be arranged. There is a cost associated with this service.

Identification of Patient

When you are admitted to hospital, white identification bands will be attached to your wrist and/or ankle.

If you have any allergies you will receive red identification bands.  The identification band is part of the process we use to ensure we identify the correct patient before any procedures and interventions.

During your stay staff will ask your name and other personal details frequently, this is to ensure that we provide the utmost safety and care towards you whilst you are a patient, we thank you for your patience with this repetitive occurence.

Identification on Staff

Staffs wear name badges as a means of identification and internal security. The badge shows the staff member’s name and position. If you cannot see a staff member’s identification badge you may ask them to show you.

Infection Control

Hand washing, high standards of housekeeping and the use of sterile techniques and equipment are essential in order to ensure your speedy recovery and to reduce the risk of infection. Patients play a vital role in reducing the risk of infection to themselves and other patients. Here are a few very simple guidelines.

• Personal hygiene is very important

• Always wash your hands when using the toilet facilities or when leaving your room

• Nursing staff can supply you with liquid soap for showering if you don’t have any of your own. Always keep such toiletries for your sole use

• Mention to nursing staff any concerns you may have regarding hygiene of the ward or bathrooms

• Please avoid sitting on the beds of other patients. Nursing staff are happy to provide you with a chair if required.

If you have any questions about infection control, the nursing staff will happily assist you.

Your co-operation in helping us to maintain a high standard of infection control is appreciated.

Interpreter Service

If the service of an interpreter is required, contact the Hospital prior to admission so that the necessary arrangements can be made. There may be a cost associated with the service.

Lost Property

Property remains the responsibility of patients. Whilst every attempt is taken to safe-guard property it is recommended that patients do not keep valuables with them in hospital.

Lounge Facilities

Patient and visitors lounges available on level one and in the reception area of the hospital for your convenience.

Manual Handling

The hospital has implemented a patient handling work practice fir staff that eliminates the lifting of patients full body weight when handling, transferring and mobilising patients.

Staff will assess your activity and mobility levels on an ongoing basis to ensure appropriate manual handling aids are available.

Medical Staff

The doctor who admits you is responsible for your medical care while you are in Linacre Private Hospital. Any questions that you have regarding your treatment should be directed to him/ her. To support Linacre Hospital, we have the services of Resident Medical doctors weekdays from 7pm to 7am and during the weekend.

Nurse Call System

Bedside handsets include a nurse call facility to enable you to contact your attending nurse at any time of the day or night. Press the middle green button to request a nurse to attend. Should you experience difficulty with operating the handset, please ask your attending nurse for instructions.

Pharmacy

A team of Pharmacists dispense medications under your doctor’s direction. To ensure no additional charges are applied, please bring into hospital all medications you are currently taking, in their original packaging. Linacre Private Hospital regards the safe use of drugs as a high priority. If you experience any adverse reactions to prescribed, over-the-counter or complementary medicines please contact the nursing staff immediately. Alternatively if you experience an adverse reaction after discharge please call ‘000’ if it is an emergency or present to your local Hospital Emergency Department. The Australian Government runs a consumer Adverse Medicine Events Line: Ph 1300 134 237 for the reporting of adverse reactions to medicines.

Pressure Ulcer Prevention

Pressure Ulcers are caused by unrelieved pressure, rubbing or friction that damages the skin and underlying tissues. Areas often affected are the buttocks, elbows and heels and bone prominences. Most pressure ulcers can be prevented or if present their progress halted. At Linacre Private Hospital we will endeavour to prevent pressure ulcers by:

• Caring for your skin by minimizing exposure to urine, stool, perspiration or wound drainage

• Limit pressure by changing patient's position frequently

• Use of pillows and wedges to keep knees and ankles off the mattress

• Utilising pressure reliving Mattresses

• Raising the foot of the bed to reduce sliding, if the head of the bed is elevated.

• Mobilisation – getting you out of bed and up walking as soon as possible

• Providing a well balanced diet.

Your role in pressure ulcer prevention is to:

• Be aware of the risk factors

• Be willing to assist the nurses with skin care and repositioning

• If able, adjust your position regularly

• Be aware that mobilisation is one of the most important factors in pressure ulcer prevention

• If able eat well and drink plenty of water.

Quality Improvement

The hospital utilises sophisticated levels of quality measure and reviews to ensure all aspects of your care are of a high standard. If you wish to view the Hospitals Quality Policy please direct all enquiries to the Hospital Executive Office.

Reception

Reception is staffed for your convenience between the following hours:
Monday to Friday 7am to 8pm
Saturday 8am to 5pm
Sunday 9am to 5pm

The hours may vary on some occasions and on public holidays. If you have any queries or requests outside of these hours please speak to your attending nurse.

Smoking

Linacre Private Hospital is a smoke free hospital.

Spiritual Needs

Your spiritual needs will be catered for through prior arrangement with the Nursing Unit Manager of your ward. Your own clergy man is welcome to visit you during your hospital stay.

Surgery

We advise the following cannot be worn into the operating theatre:

• Nail polish (fingers and toes)
• Make-up
• Contact Lenses
• Jewellery

Telephones

You can make and receive free local calls from the telephone by your bed by dialling ‘0’ and then the number you wish to phone. Mobile and STD telephone calls will be charged to your hospital account as they are not covered by your health fund. People may phone you directly . Please ask your nurse for your direct dial phone number.

Phone calls coming via the mail hospital number will be put through to your bedside telephone between 7am and 9pm. If you do not wish calls to be transferred through to you please advise a staff member who will notify switchboard of your request.

Television

The Hospital provides a plasma television set at your bedside at no additional charge. Your nurse-call handset operates the television. All the free-to-air channels and some foxtel channels are available. The handset by your bed allows you to easily choose a television program. When either of the channel selector buttons is pushed, the current channel is displayed on the television screen.

Valuables

Patients are strongly advised not to wear jewellery, to leave other valuables at home and not to bring large amounts of money into the hospital. If you have already been admitted and have not been aware of the hospital policy, please ask family members or friends in attendance to take care of these items on your behalf. The Hospital will not accept liability for loss or damage of valuables or personal belongings that you choose to keep in your room. Should you decide to take responsibility for personal items and you experience loss or damage during your stay, please ensure that it is reported to a staff member immediately.

Violence / Aggression

The Hospital’s staff and patients need to work and be cared for in a safe environment; one that is free from violence and aggression. Physical and non-physical violence towards staff and/or others in the facility will not be tolerated. Any such acts may lead to discharge, and may result in the Police being notified and legal action being taken.

Visitor Code of Conduct

Linacre Private Hospital has developed a Code of Conduct so that visitors understand that a certain level of behaviour is expected and hospital staff understand their rights in order to protect patients, staff and other visitors.

All visitors to Linacre have the following obligations to other visitors, patients, doctors and hospital staff:

• Keep noise to a minimum so as not to disturb others

• To comply with lawful requests by Medical Practitioners and Hospital Staff

• Not to smoke within the hospital and surrounds

• Not to consume alcohol on the premises – unless authorised by the Manager of the ward

• Respect the property of others and not to damage or misuse the property

• Be courteous and polite

• Show consideration and respect for the dignity and privacy of other patients

• To keep children under control at all times

• Comply with visiting times.

Where hospital staff believes visitors behaviour to be improper, staff may:

• Request visitors to behave in accordance with this Code of Conduct.

• Request visitors to leave the Hospital.

• Take all reasonable and necessary action to escort offenders from the Hospital premises and to ensure that they do not return to the Hospital. Linacre Private Hospital reserves its rights to take any action which may be necessary to prevent any disruption by any persons upon the Hospital premises.  By entering upon the premises all visitors accept this Code of Conduct.

Ward Organisation

The ward areas are under the supervision of the Nursing Unit Manager during weekdays and a senior Registered Nurse on evening, night and weekend shifts. Any concerns that may occur during your stay should be raised with the Nursing Unit Manager immediately.