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.

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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:crghpatientrep@sswahs.nsw.gov.au.

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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.

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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.

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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).

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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.

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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.

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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:CRGHAdmissions@sswahs.nsw.gov.au.

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:CRGHAdmissions@sswahs.nsw.gov.auortheWardStaff.

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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: CRgHAdmissions@sswahs.nsw.gov.au

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.

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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.

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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.

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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.

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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

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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.

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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(1800362253orenable@hss.health.nsw.gov).

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

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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.

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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.

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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.

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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

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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: crghpatientrep@sswahs.nsw.gov.au 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: hccc@hccc.nsw.gov.au Website: www.hccc.nsw.gov.au

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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.

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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.

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Patient Information

ConcordHospitalhasanactiveprogramofkeepingformerpatientsup-to-datewithnewinformationandfundraisingactivities.Thelistofnamesandaddressesofpatientsinterestedinreceivingthisinformationisusedforthisandnootherpurpose.

Ifyouchangeyourmindatanytime,youcanhaveyourdetailsaddedortakenoffthislistbyadvisingtheMarketing&FundraisingDepton97676038.

A Chance to Have Your say

Weencourageyoutocompletethe“AChancetoHaveYourSay”surveywhichislocatedinyourbedsidelockeroraskthewardstaffforacopy.Yourcommentsandsuggestionsareimportanttousandwillhelptoimproveyourcareandservice.

Ifyouhaveanyimmediateconcernspleasediscussthemwiththenursingstaffinyourward.Shouldyouprefer,thePatientRepresentativeOfficer,maybecontactedon 97677488orEmail:crghpatientrep@sswahs.nsw.gov.au.

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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.

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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.

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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.

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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

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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)

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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)

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NOTES

- 42 -

NOTES

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NOTES

Insertionsorchangespleaseemail:CRGHAdmissions@sswahs.nsw.gov.auor Phone:(02)97676424

CompiledbyPatientServicesandInformationDepartment

RevisedNovember2013