Your Stay at Hillcrest Rockhampton Private Hospital

For your comfort and convenience (A-Z):

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Accommodation

The Red Cross rooms are available for overnight and emergency accommodation. The hostel is located at the end of Voss Street.

Banks, Cafes, Gift Shops

Hillcrest is located approx. 2 kms from several shopping centres.

Catering Services

The Menu Monitor is available to assist with menu selection and discuss personal meal requirements. The hospital provides freshly prepared meals.

Visitors can access meals and sandwiches for a small fee; please ask staff about this service. Vending machines providing for drinks and snacks are located in the foyer.

Compliments / Complaints

We welcome compliments and feedback relating to your stay with us and we encourage all patients to complete the feedback form that is located at your bedside. This enables us to evaluate and improve our services to our patients. These questionnaires are anonymous, however, if you wish to write a specific and signed letter, you may address to the CEO and your points will be acknowledged and dealt with appropriately.

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 services please do not hesitate to contact the Nursing Unit Manager on the ward, the Director of Clinical Services or the Chief Executive Officer. Complaints can be received by writing a letter, by telephone, in person or through our survey system.

If your concerns are not resolved to your satisfaction, you can contact the Health Quality Complaints Commission or the ombudsman.

Department of Veterans Affairs

DVA requests all patients with ‘white’ cards to call 1800 555 254 prior to admission.

Discharge

Discharge time is 10.00am or as arranged by your Doctor. All patients are requested to call at the Reception Desk prior to leaving the Hospital.

Before you leave please ensure you have all your personal items (including those that have been left in Patient Trust), all medications, your x-rays and follow up instructions.

Emergency Procedures

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 by your bed until a staff member arrives to assist you.

Falls Prevention In Hospital

In Australian hospitals, approximately 38% of patient incidents involve a fall. In order to maintain the safety of patients while in hospital Hillcrest Rockhampton 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 may 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 mobilising around the room. We encourage families and friends to participate in the falls prevention process to ensure our patients’ safety. We also suggested that you read the Falls Prevention Information brochure which is available in each ward.

Going Home

Your doctor should already have told you how long you can expect to stay. Your discharge will be planned with you by your doctor and the nursing staff. Discharge time is 10.00am.

On 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 after care.

If you have had a general anaesthetic or sedation 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.

Hairdresser

Available on request.

Hospital Facility

There are single and shared rooms. Every effort is made to accommodate you in a room of your choice. If your preference is not available at the time of your admission, this will be met as soon as possible.

For a child who is to undergo a procedure / operation, parents are encouraged to stay.

Identification On Staff

All staff wear name badges as a means of identification and internal security. The badges show the staff member’s name and position.

Infection Control

The management and staff of Hillcrest Rockhampton Private Hospital are committed to providing all patients with the highest quality care by promoting infection control. Hand washing, high standards of housekeeping, the use of sterile techniques and equipment, are just a small part of the efforts our staff make to ensure your speedy recovery and to reduce risk of infection. However, patients also have a vital role to play in reducing risk of infection to themselves and other patients. Here are a few very simple guidelines. Please take a moment to read them.

• Always wash your hands when leaving your room.
• Personal hygiene is very important. Soap is readily available so that you can thoroughly wash your hands after each visit to the toilet.
• Nursing staff can supply you with soap for showering if you don’t have any of your own. Always keep such toiletries for your sole use.
• Please place all hospital laundry, such as pyjamas and towels in the linen trolleys provided.
• 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. The Hospital’s Infection Control Coordinator is also available to answer any of your queries.

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

Interpreters

Available on request.

Laundry

Please make arrangements for your personal laundering. If this is not possible, a service is provided from an external laundry service for a small charge.

Lost Property

Personal belongings inadvertently left after discharge will be forwarded to the lost property box. Staff will endeavour to label any item with your name and you will be contacted to collect the items.

Mail, Fax

Patients can send and receive mail and faxes. Stamps are sold at Reception. After you leave, any mail will be forwarded to your home address. Please indicate the patient’s name and ward title (if known) as well as the name and address when writing to inpatients. You will find the hospital’s name, address and phone numbers at the beginning of this profile.

Meals

Vending machines are located in the foyer, though visitors can join patients for a meal at a small cost. Please ask Reception staff for the menu.

Medical Staff

The doctor who admits you is responsible for your medical care whilst you are in Hillcrest Rockhampton Private Hospital. Any questions that you have regarding your treatment should be directed to him or her.

Methods Of Payment

We accept the following forms of payment:

• Cash
• Bank cheque
• Credit card (Visa or MasterCard)
• EFTPOS (we regret only direct payments, not cash withdrawals, are possible)

Please telephone our Patient Accounts Department on (07) 4932 1321 if you have any account queries.

Mobile Phones

When you are admitted please ask our staff if mobiles can be used in your room. Mobiles may be used in all public areas including the coffee shop. Hillcrest Rockhampton Private Hospital does not accept any responsibility for loss or damage to your mobile phone.

Parking

There is a 5 minute parking zone at the Main Entrance to the Hospital, this is a set down and collection point for patients.

There is car parking accessible via Talford Lane behind the hospital building and street parking at the front of the hospital on Talford Street.

Disabled parking is available at the rear of the hospital via Talford Lane.

Pastoral Care

Clergy of all denominations visit the hospital regularly and are available on request.

Pathology

Pathology is located onsite and provides a 24-hour service to hospital inpatients as well as outpatient services. If you have a pathology service performed whilst you are in hospital, a separate account may be sent to you which can be claimed from Medicare and your health fund.

Patient Record

A patient record will be kept of your illness and treatment. This will be confidential and access being limited only to the healthcare professionals directly involved in your treatment. Your patient record will remain in the property of the hospital. The contents of your patient record will be divulged only with your written consent, or where required by the law. You may request to review your patient record at any time.

Please contact the Nurse Unit Manager to organise this.

Privacy

All hospitals in the Ramsay Health Care Group comply with the Commonwealth Privacy Act and all other state/territory legislative requirements in relation to the management of personal information. Our patients can feel safe in the knowledge that we safeguard their personal health information ensuring that confidentiality is respected and information is stored securely.

If you have any further enquiries in relation to our Privacy Policy or our health information management practices please refer to the Privacy Policy included in the Pre-Admission Forms booklet.

Public Transport

A local bus service stops at the Post Office at the end of Voss Street.

Taxis are able to drop patients to either the front or rear entrances. A free phone is available in the foyer for departing patients and visitors.

Hillcrest is centrally located to airport, coach terminals and railway station.

Quality Improvement

The hospital utilises sophisticated levels of quality measurement and reviews to ensure all aspects of your care are of a high standard.

Additionally Hillcrest Rockhampton Private Hospital has full accreditation with the Australian Council of Healthcare Standards (ACHS).

Radiology

Located within the Hospital, provides a highly sophisticated service to inpatients of Hillcrest Rockhampton Private Hospital. These services include CT scanning, ultrasound and mammography.

R.E.A.C.H. Program

Download and see our R.E.A.C.H. program for more information.

Smoking

In accordance with the Department of Health Policy, smoking is not permitted in the hospital. Designated areas for smoking are available outside the hospital. (Staff will direct you to these areas). It is recommended that you do not smoke before and after your procedure.

Read more about Smoke Free Campus.

Special Needs

So we meet your special needs e.g. physical disabilities, hearing or visually impairments, special dietary requirements, please advise Hillcrest Rockhampton Private Hospital prior to your hospitalisation.

Taxi

Able to drop patients to either front or rear entrances.
A free phone is available in the foyer for department patients and visitors

Telephones & Newspapers

Telephones are available beside each bed. Outside callers can call the reception phone number on 07 49 321 321 and ask for the patient they wish to contact. The patient may also give their direct phone number to maintain regular contact without going through the reception each time.

A complimentary newspaper will be delivered to your room each morning.

Television

There is a television next to every bed.

Valuables

In the hospital, bedside lockers and a cupboard are provided for each patient to store toiletries and personal belongings. Patients are strongly advised not to wear jewellery and to leave other valuables at home. The hospital will not accept liability for loss of valuables unless officially lodged for safekeeping with the hospital.

Visiting Hours

Patient’s Visitors are encouraged to attend the hospital within the hours of 10am to 2pm, and 4pm to 8pm.

Volunteers

The hospital has a team of volunteers, who visit daily (Monday to Friday) to tend to your flowers and offer support and assistance or just the opportunity to have a chat with someone.

Ward Organisation

The ward areas are under the supervision of the Nurse Unit Manager during weekdays and an After Hours Co-ordinator on evening, night and weekend shifts. Any problems that may occur should be raised with the Nurse Unit Manager during that time or they will visit a patient when requested.

Wireless Broadband

Patients can bring their laptops to hospital and access WiFi@Ramsay Patient Wireless Internet.

Your Surgery

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

• Nail polish (fingers or toes)
• Make up
• Hairpins
• Wigs
• Jewellery
• Contact lenses / glasses
• Hearing aids
• Prosthesis

Planning for discharge

Once you are over the acute phase of your surgery or illness, it is expected that you will continue your recovery at home. Before you come to Hospital, you will need to consider how you will manage daily living activities like:

• meals
• personal care
• shopping
• home care

If you have concerns about how you will manage after discharge, contact your GP.

Discharge is on or before 10.00am, as rooms are scheduled for re-use after 10.00am.

On the morning of your discharge, a staff member from Main Reception will visit you at your bedside to finalise payment of your account.

At time of discharge please ensure that you collect any x-rays, medications or valuables in trust before leaving the Hospital.

Please do not hesitate to contact the Chief Executive Officer, Director of Clinical Services or Nursing Unit Manager if you need any further assistance.

All the best for a speedy recovery.