Hervey Bay Hospital - Queensland Health · 2019-07-18 · Hervey Bay Hospital. Patient Information...

Hervey Bay HospitalPatient Information 2019

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Wide Bay Hospital and Health Service

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ContentsAcknowledgement of Traditional Custodians .... 3

Interpreter service ........................................... 3

Welcome from the Chief Executive ................... 5

Our Directions and Commitments .....................6

Accreditation and Quality Management .........................................6

About Hervey Bay Hospital ............................... 6

Contact Us ........................................................6

General Information ......................................... 8

Visitors .............................................................8

Visiting Hours ...................................................8

Accommodation for Relatives ............................8

Information Desk ..............................................8

Parking ............................................................8

Public Transport ................................................9

Telephones .......................................................9

ATM .................................................................9

Hervey Bay Health Services Auxiliary - Trolley and Café Services ............................................9

Vending Machines ............................................9

Chaplains and Pastoral Care Workers ....................................................9

The Chapel (multi-faith space) ..........................10

Laundry ...........................................................10

Mail ..................................................................10

Zero Tolerance to Violence.................................10

Alcohol and Drugs.............................................10

Smoking ...........................................................10

Your Rights and Responsibilities ..................... 11

What are your Rights? .......................................11

What are your Responsibilities? .......................12

Advanced Health Planning ................................12

Consumer Feedback - Compliments, Suggestions and Complaints ................................................12

Choosing Health Care ...................................... 13

Public Health Care ............................................13

Private Health Care ...........................................13

Long Stay Patients ............................................13

About Your Stay ............................................... 13

Staff .................................................................13

Pre-admission Clinic .........................................13

Admission .......................................................13

How to Prepare for Your Operation ....................14

Day Surgery Unit ...............................................14

Arriving on the Ward .........................................15

Bed Allocations and Single Rooms ....................15

Personal Effects ................................................15

Nurses Call System ...........................................15

Meal Times .......................................................15

Children in Hospital ..........................................16

Medical Team/Teaching of Health Professionals ....................................................16

External Partners...............................................16

Discharge from Hospital ................................... 17

Discharge Planning ...........................................17

Discharge at Own Risk .......................................17

Transit Lounge ..................................................17

Transfer to Other Facilities .................................19

Your Care and Safety ....................................... 19

Fire Alarms/Emergency Evacuations ..................19

Leaving the Ward Area ......................................19

Patient Identification .......................................19

Informed Consent .............................................20

Infection Prevention ..........................................20

Clinical Handover .............................................20

Changes in Your health ....................................21

Ryan’s Rule ......................................................21

Medication Safety ............................................21

Preventing Falls ................................................22

Preventing Pressure Injuries (sometimes known as bedsores) ......................22

Blood and Blood Products ................................23

Allied Health .................................................... 23

Social Work .......................................................23

Dietitian ...........................................................23

Occupational Therapy .......................................23

Speech Pathology .............................................23

Physiotherapy ...................................................23

Psychology .......................................................24

Podiatry ............................................................24

Pharmacy .........................................................24

Other Patient Support Services ........................ 24

Independent Patient Rights Adviser (IPRA) ........................................24

Aboriginal and Torres Strait Islander Liaison Officers .................................................24

Nurse Navigators ..............................................25

Telehealth .........................................................25

Other Services ..................................................25

My Health Record ..............................................25

Medical Information .........................................26

Patient Accounts ...............................................27

Patient Travel Subsidy Scheme (PTSS) ...............27

Disclaimer ...................................................... 27

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Acknowledgement of Traditional CustodiansWide Bay Hospital and Health Service respectfully acknowledges the traditional custodians of each part of country in the Wide Bay Hospital and Health Service region, and we acknowledge Aboriginal and Torres Strait Islander people and their ancestors from other sacred lands.

We pay our respect to Elders past, present and emerging, of the land, air and waters we service; and declare our commitment to reducing inequalities between Indigenous and non-Indigenous health outcomes, in line with the Australian Government’s Closing the Gap initiative.

Interpreter serviceEffective communication between patients and staff is important. Interpreter services are available and will be organised by the nurse caring for you. All information is confidential. Please speak with a member of staff for further information about our interpreter services.


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Welcome from the Chief ExecutiveDear patients, families and friends,

Welcome to the Wide Bay Hospital and Health Service (WBHHS). While you’re in our care it is our aim to make your stay as comfortable as possible.

The WBHHS has more than 3,700 employees and delivers public hospital and health services to more than 214,000 people across the Wide Bay. The WBHHS is made up of three regional hospitals in Bundaberg, Hervey Bay and Maryborough and eight rural facilities in Biggenden, Childers, Eidsvold, Gayndah, Gin Gin, Monto, Mundubbera and Mount Perry. Outreach services are also provided to Agnes Water and the Discovery Coast area.

We are passionate about our Wide Bay community and the health of the people living in it.

We are committed to providing you with consistently high standards of personalised treatment and care in a safe environment and would like to make your stay a positive experience.

Our vision, Care Comes First … Through Patients’ Eyes captures our aim to support Wide Bay people to improve their lives by delivering patient-centred, high-quality health care, in a friendly, compassionate setting. Patient safety is a priority for our organisation and our wonderful staff do an excellent job in delivering high-quality care across all services and facilities.

We are here for you, to support you and your family, to help you get well and stay healthy. When caring for you, each one of our staff members will introduce themselves and make you feel welcome. We consider it a privilege to care for you and your family and will work in partnership with you to achieve the best possible health outcomes.

If you have any questions or concerns about your care, I encourage you to discuss them with your treating nurse, doctor or other health professional. They may be able to resolve your issues immediately. Alternatively, you can contact our Clinical Governance Support Unit on 4184 1824 or email: [email protected]

Finally, WBHHS is committed to preventing hospital infections. To help us prevent the spread of germs and infections, we ask all our visitors and staff to please use the hand hygiene gels before entering and leaving the hospital wards and after patient contact.

Adrian PenningtonChief Executive, Wide Bay Hospital and Health Service


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Our Directions and CommitmentsOur directions and values are at the heart of ‘why we do, what we do’ and they define ‘the way we do things’. Our directions and commitments are:

Enhance holistic care: We will put patients, carers and consumers at the centre of all we do

Deliver more care locally: We will provide high-quality, innovative services for our region

Plan today for future infrastructure: We will develop our health infrastructure to meet our region’s needs

Develop and support our staff: We will invest in and nurture our staff

Excellence through innovation: We will improve our services through strategic partnerships, innovation and efficient use of resources.

Accreditation and Quality ManagementAll facilities in the WBHHS are accredited by the Australian Council of Healthcare Standards against the National Safety and Quality Health Service Standards. This means that our commitment to provide the highest safe, quality care is maintained to nationally recognised standards.

WBHHS has entered an Australian-first pilot Short-Notice Accreditation Assessment Process to reinforce our ‘Quality Care Everyday’ philosophy. The health service maintains a culture of continuous quality improvement, and staff are committed to ensuring quality and safety of the services you receive.

During your stay you may be asked to provide feedback on the services we provide. Although you are not obligated to respond, the WBHHS values feedback and will assist us to improve service delivery and patient care.

About Hervey Bay HospitalHervey Bay and Maryborough hospitals work in close partnership to deliver high quality healthcare to the people of Fraser Coast.

Hervey Bay Hospital was established on its current site in 1997, and has rapidly grown to be a major provider of health services in the Wide Bay region. It provides a wide range of acute and specialist services, as well as community, allied health, oral health, cancer care and other support services. Hervey Bay Hospital has benefited from substantial investment in infrastructure upgrades in recent years, and is equipped with leading-edge technology and highly qualified staff to provide you with the best possible care.

Contact UsFor all enquiries, please phone the hospital directly with the details of the ward or department that you wish to speak to and the Switchboard staff will assist you.

Hervey Bay Hospital Cnr Nissen and Urraween St, Hervey Bay Qld 4655

PO Box 592, Hervey Bay

Telephone: (07) 4325 6666

www.health.qld.gov.au/widebay/facility-herveybay

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General Information

VisitorsWe welcome and encourage families, carers and friends to visit their loved ones in hospital. Visitors can help patients recover faster, are an important source of support and can also help reduce their anxiety and stress. However, it is up to the person in hospital to decide if they want visitors. Patients may request no visitors at times, and this will be respected and supported by our staff.

Many complex processes and procedures happen in healthcare. There may be times when visitors are asked to leave an area for short periods of time because of care being provided to the patient. If you are unsure about the best time for visiting, we encourage you to talk directly to staff on the ward.

Visitors who have colds or other infections should not visit until they are well.

Visiting HoursHervey Bay Hospital has flexible visiting hours from:

• 10.30am - 8.30pm seven-days a week.

Some wards may have quiet or restricted times established, when lights are dimmed and visitors are asked to leave the ward at these times to allow patients time to rest, recuperate or receive treatment. If you have permission from the Nurse Unit Manager to stay with your loved one during quiet/ restricted time, we ask you are mindful of noise during this time.

Some wards/units may also limit visitor numbers for short periods of time or suggest immediate family only to visit. At all times, the patient’s best interest is our priority and staff requests are to be respected.

Accommodation for RelativesShort term accommodation may be available for relatives at the Rotary House which is located near the hospital cafeteria and allocation is based on need and availability.

The Hospital Social Worker or the after-hours Nurse Manager can assist with enquiries; there may be a minimal cost associated.

Information DeskThe information desk is located in the foyer of the Main Entrance. The information desk is staffed by our Hospital Volunteers, Monday to Friday 9.00am – 12noon, who are able to assist visitors with directions, information and the use of a wheelchair.

All Volunteers will wear a WBHHS photo ID tag and a name badge.

Parking Street parking is very limited; however there is ample free parking on the hospital grounds - follow the parking signage.

Parking is also available at the Oral Health and Cancer Care building across the road from the hospital.

The hospital does not accept liability for loss or damage to vehicles or their contents.

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Public TransportA public bus stop is located on Nissen Street near the hospital entrance.

There are taxi phones located in the Medical Imaging Department, Pharmacy waiting room; Fast Track waiting room and Emergency waiting room in the new Emergency department.

TelephonesPublic phones are located in the new Emergency Building and in the Medical Ward corridor of the main hospital building. Please ask the staff if you need directions to access phones.

We request that your mobile phone is kept on ‘silent mode’ to ensure it doesn’t disturb other patients or interrupt hospital routine or procedures.

Mobile phone use within the hospital may be restricted upon the advice of staff, based on the care needs of yourself and other patients around you.

We ask that all mobile calls cease between 9.00pm and 8.00am in consideration of other patients.

At times, you may be asked to turn your phone off and you must comply with this request.

Staff and other patients are not to be photographed or filmed.

ATM An ATM is available near the vending machine in the entrance to the new Emergency Department.

Hervey Bay Health Services Auxiliary - Trolley and Café Services At the far end of the hospital there is a cafe and coffee shop open to staff, patients and visitors. A wide range of cold and hot snacks, meals and drinks are sold. Eftpos is available. The Cafe is open 7 days a week, 8.30am - 5.45pm and the coffee shop opens 7.30am - 3.00pm.

Hervey Bay Auxiliary Volunteers, operate a trolley service which visits patients’ rooms and waiting areas each afternoon, Monday to Friday. It stocks items for purchase such as newspapers, magazines, chocolates, snacks, drinks, sandwiches and other convenience items.

The volunteers also distribute magazines and books throughout areas of the hospital, including patient rooms, common areas and waiting rooms. This is a free service funded by donations from the community.

Vending MachinesFor your convenience there are several vending machines that sell a range of snack foods and drinks located throughout the hospital.

Chaplains and Pastoral Care WorkersHervey Bay Hospital relies on the services of volunteer chaplains and visiting clergy who are not employed by the WBHHS. Please advise staff if you require assistance to meet your spiritual needs.


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The Chapel (multi-faith space)Hervey Bay Hospital offers a quiet space for patients or visitors who wish to have some time away from the ward, in an area of peace and quiet reflection. The Chapel is located in the main corridor of the hospital; for directions, please see main reception.

Please make sure the room is returned to its original state after use.

Laundry Hervey Bay Hospital does not provide a laundry service for personal belongings. Please bring enough clothing for your hospital stay or arrange for your family to launder and return items to you.

MailMail sent to you will be delivered to the hospital mail room and is collected regularly by staff. If you are expecting mail, please advise the Ward Clerk.

Zero Tolerance to ViolenceQueensland Health has a ‘Zero Tolerance to Violence’ policy. This policy states that no person in the hospital or the healthcare system should be exposed to verbal or physical aggression. All staff, patients and visitors are encouraged to report breaches of the policy.

Alcohol and DrugsPatients and visitors are not permitted to have alcohol or illegal drugs in their possession while in hospital. People suspected of holding illegal drugs will be referred to the Queensland Police Service.

SmokingIt is against the law to smoke at public and private health facilities and smoking is not permitted on any WBHHS property. The ban extends to five metres beyond the boundary of the hospital grounds. Disregard of smoking policies can have serious consequences and may incur an on-the-spot fine.

Smoking is not permitted at the Nissen Street bus stop.

Smokers are reminded to be considerate of the environment when disposing of butts.

If you are a patient coming into hospital and you smoke, your tobacco use will be assessed and you will be offered nicotine replacement therapy (patches or gum) to help you stop smoking during your hospital stay.

The patches and gum will reduce any withdrawal symptoms such as cravings, irritability and anxiety. If you choose to continue to smoke, please walk to areas off the hospital grounds to do so, and again, a reminder to dispose of butts in suitable bins.

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Your Rights and Responsibilities

What are your Rights?The Australian Charter of Healthcare Rights provides information about the rights of patients in the public health system. As a patient, you have the right to:

AccessA right to health care. You have a fundamental right to adequate and timely care. Sometimes, this may not be in the facility you first attend as not all services are necessarily available everywhere.

SafetyA right to safe and high-quality care. If you are unsure about what is happening to you or if you think something has been missed in your care, alert your health provider.

RespectA right to be shown respect, dignity and consideration. You are entitled to receive care in a way that is respectful of your culture, beliefs, values and characteristics like your age and gender.

CommunicationA right to be informed about services, treatment, options and costs in a clear and open way. Healthcare providers will tell you about the care you are receiving and help you understand what is happening to you.

ParticipationA right to be included in discussions and choices about care. You are encouraged to participate in decisions about your care.

PrivacyA right to privacy and confidentiality of provided information. You can see your records and ask for information to be corrected if it is wrong.

CommentA right to have comment on care and having concerns addressed. Healthcare providers want to solve problems quickly, but they need to be told about the problem first. If you have any suggestions about how services could be improved, please let staff know or complete a Feedback form.

For further information, please ask your nurse for a copy of the Australian Charter of Healthcare Rights brochure.


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What are your Responsibilities? We want to make sure you get the best possible care. To do this, please do a few things, such as;

• Give staff as much information as you can about your health and any beliefs that may affect your treatment

• Tell staff if you are taking any medicine, recreational drugs or natural remedies

• Tell staff if someone else is treating you for the same condition

• Ask questions and talk to your family if you want to, before making any decisions about your healthcare

• Follow staff instructions for your treatment and care

• Tell staff about any problems you are having because of your treatment or the treatment that you need

• Be on time for appointments and let your health service know if you want to cancel, or if you change your contact details

• Talk to your local doctor if your condition changes while you are on a waiting list for treatment

• Treat all people you meet in the health service (staff, volunteers, patients/clients) with the respect and consideration we all deserve

• Advise staff if you are leaving the unit you have been admitted to, even for a short time

• Respect the confidentiality and privacy of others.

Advanced Health PlanningAge, illness or accidents may at some time make it difficult for you to make decisions about your health care. Advanced health planning means thinking and making choices about your health wishes now, to guide future health decisions if you are not able to.

Ensure your wishes are discussed with your doctor, family and friends. Bring documents such as Advanced Health Directives or Enduring Power of Attorney with you to hospital.

Consumer Feedback - Compliments, Suggestions and ComplaintsOur staff is committed to delivering patient-centred, high-quality healthcare which is built on the foundations of meaningful relationships with our patients, their family members and significant others.

We value your feedback – compliments, suggestions and complaints. You are encouraged to discuss any concerns or issues relating to your visit at any of our facilities with your treating doctor, or the nurse unit manager in your ward/unit. Our goal, where possible, is to resolve issues at the initial point of contact. Alternatively, you can contact the Clinical Governance Support Unit on 4184 1824 from Monday to Friday between the hours of 8.00am - 4.00pm, to provide your feedback or visit https://www.health.qld.gov.au/widebay/consumer_feedback

Feedback forms are also available in each unit and at the Reception desk.

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Choosing Health CareEligible Australian residents may choose to receive private or public hospital services that can both be delivered from a public hospital.

Overseas visitors from countries that have signed agreements with Australia are entitled to emergency public hospital services free of charge. Phone Medicare on 132 011 to find out if this applies to you.

Public Health CareIf you choose to be a public patient, generally hospital services are free of charge. However, you may have to pay a nominal fee for some services. If costs apply, they will be explained to you.

Private Health CareIf you have private health insurance, you may be eligible for private treatment at no cost. Our staff will assist you to record your choice using the Patient Election Form.

Long Stay PatientsThere is no cost for public patients while they require acute care. The standard acute care period is 35 days. This period can only be extended for a declared medical reason.

If there is no medical reason for acute medical care after this period, a daily fee, set by the Commonwealth Government, will be charged. Staff will discuss this with you or you can talk to a Social Worker.

About Your Stay

StaffOur staff are here to support you and care for you while you are a patient in our hospital. All staff and volunteers wear hospital identification badges that include their photograph, name and job title and they will introduce themselves as they care for you. If you are concerned about the identity of a visitor, please contact a staff member.

Pre-admission ClinicPrior to non-urgent surgery you may be required to attend a pre-admission clinic. The clinic is conducted for patients who are booked for surgery and for some diagnostic procedures. Most often you will be seen by the nursing staff, medical staff and anaesthetic staff. Consultation with them will identify any health problems that need treating prior to surgery; any tests you may require; allows for any discussions regarding instructions/education on the plan of your care and provides time for you to ask any questions about your procedure.

Admission All planned admissions come to the Central Admissions counter located in the Main Reception of the hospital. Staff will check your contact details and complete your admission paperwork. You will need your Medicare card and any relevant concession cards such as pension or healthcare.

You will also be asked for details of private health insurance if relevant.


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If you are being treated for a condition for which you may recover damages from another party, you will be asked to supply all relevant details to the hospital, at the time of admission or before discharge.

Once you arrive in your designated ward or Day Surgery Unit, you will be issued with an identification band as part of your admission. The identification band will state your name, date of birth and hospital identification number.

You will be asked to confirm these details and state what procedure you will be having multiple times by different staff. This may be frustrating to repeat but this is a very important safety process.

Under the National Healthcare Agreement between the Commonwealth and State Governments, all patients admitted to public hospitals are to be given the choice to be treated as a public or private patient. In response to this, Queensland Health has developed a ‘patient election form’ that you will be requested to complete before or on admission. Please ask to speak to a Patient Option Liaison Officer if you would like to discuss this further.

How to Prepare for Your OperationWhat you can do:

• Follow the preoperative instructions given to you

• Tell the doctors and nurses about any medication you take

• Ensure all your details are correct

• Tell the nurses if you have any difficulty with mobility or will need special care when you are discharged home

• Let us know if you require a medical certificate

• Arrange special transport home if required

• Check and make sure you understand all the information on the consent form before you sign it

• Ask your doctor or nurse if you are not sure about anything.

Day Surgery UnitThe Day Surgery Unit caters for a range of patients and procedures requiring same-day stay. The unit supports surgical activity and endoscopic procedures such as gastroscopies, colonoscopies and bronchoscopies. Unless otherwise advised, you will be discharged home the same day or following day.

When you are well enough, a nurse will discharge you according to your doctor’s instructions and give you information regarding your post-operative care. You may have a little discomfort at your operation site. The nurse is the best person with whom to raise any questions or concerns you or your carer may have. It is imperative that you and your carer follow your post-operative instructions.

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Arriving on the WardIf you are being admitted as an emergency admission, you will be collected from the Emergency Department and taken to your bed by ward/unit nursing staff. Details of the ward layout and services will be explained at this time. Your admitting nurse will assess your needs and commence your care.

Bed Allocations and Single RoomsHervey Bay Hospital has single and shared rooms which accommodate both private and public patients. Rooms are allocated based on clinical need and may be mixed gender. Very ill or infectious patients always have priority to single rooms. Your bed allocation may change during your stay.

Personal EffectsYou will need night attire, a dressing gown, slippers, underwear and toiletries such as soap, shampoo, a toothbrush and toothpaste, hair brush, razor and tissues.

Patients should bring their Medicare card, pension and health benefit cards, any medications you are currently taking, relevant private x-rays, glasses and hearing aids.

If you have an enduring power of attorney (medical treatment), or advanced health directive, please bring a copy.

If you are staying overnight you will have a bedside locker for your personal belongings. It is helpful if all your belongings are labelled with your name.

Please do not bring large amounts of money, jewellery or other valuables into the hospital. Please leave these at home. While our staff take every care, the WBHHS does not accept responsibility for any loss or damage that may occur to items you bring into hospital.

Nurses Call SystemShould you require anything, do not hesitate to call on the nursing staff. The nurses’ call button is on the bedside handset. It is only necessary to press the button once, as the call registers in the nurses’ station until it is switched off at your bed.

Meal TimesMeal times are as follows:

Breakfast from 7.30am

Morning Tea from 9.50am

Lunch from 12noon

Afternoon Tea from 2.00pm

Dinner from 5.30pm

If you are absent at meal times due to having an investigation or procedure, sandwiches can be provided. Each day you will need to fill in your menu card.

The food menu is designed to provide a selection of healthy food choices to flexibly meet your appetite and dietary needs.

If your diet needs to be modified due to your illness or you have specific dietary requirements your doctor will discuss this with you. The hospital dietitian will be available to provide the necessary instructions so that you may continue your special diet at home if required.


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Children in HospitalOur staff will do their best to make you and your child welcome, but hospital is unfamiliar and can be daunting for a child, so we encourage the immediate family to spend as much time as possible with their child during their hospital stay. You can help by comforting, playing with and supporting your child. You are also welcome to assist the clinical team with various routines involving your child.

Certain restrictions may be necessary so that the nurse can effectively carry out treatment prescribed by the doctor. Your cooperation is appreciated in these circumstances but there are otherwise no restrictions on visiting times for parents.

Children visiting the hospital are to be under the supervision of an adult at all times.

One adult member of your family is welcome to stay overnight with your child and will be provided with a sofa chair beside your child’s bed. Parents and carers have access to tea and coffee in the parents’ lounge. In special circumstances, parents and carers will be provided with meals.

Please be sure to advise the nursing staff if there is anything you need to make your child’s hospital stay more comfortable.

Medical Team/Teaching of Health ProfessionalsYour treatment and care remains our primary concern. Hervey Bay Hospital is also a teaching hospital, which means that the staff have two other important duties:

1. To train future health workers (student doctors, nurses, allied health professionals and other health care workers).

2. To assist in the advancement of healthcare knowledge through research.

Therefore, health profession students and recent graduates assist with your treatment and are taught at the bedside by specialist staff. You may be asked to discuss details of your illness and undergo examination by the students.

We believe you will appreciate the importance of this training and hope you give us full cooperation if asked to assist in the teaching process. Please be assured that we will respect your wishes to not participate at any time.

External PartnersSome specialist services are provided for public patients through a public/private partnership. These include cardiology, ophthalmology, radiation oncology and paediatric ear, nose and throat surgery. Referral to these services does not incur a cost for public patients even though you may be treated in a private hospital.

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Discharge from Hospital

Discharge PlanningDischarge planning commences early in your admission process to ensure the return to your home environment is well organised. Your Estimated Day of Discharge (EDD) will be provided to you and your family on your admission. Plans for transport home can be organised for around this date. Any changes to your EDD will be discussed with you at the bedside handover and displayed on the Patient Board on the wall beside your bed. Usually, you will be discharged and able to leave the hospital by 10.00am, so plan to have your transport home organised for a timely discharge.

Please remember to collect your belongings, including any private x-rays and medications that you brought into hospital.

Home care can be organised for patients who have been clinically assessed to need help after discharge. Please discuss any concerns you may have with the staff looking after you.

If you are unsure of your current discharge medications or any other details regarding your discharge, please ask the nursing/medical or pharmacy staff prior to leaving. Also, please be aware of any follow-up appointments you need to make, or that have been made for you.

Discharge at Own RiskExcept in certain circumstances (e.g. serious Infectious disease or those who are detained under the Mental Health Act), every patient has the right to leave hospital when he/she chooses. This may be a serious step when taken against the advice of your doctor and requires great caution. Should you decide to leave against the advice of your doctor, you will be asked to sign a form disclaiming the hospital’s responsibility for your action.

However, if your condition does not improve or causes you concern, please do not hesitate to seek further medical advice or return to the hospital’s emergency department.

Transit LoungeThe Transit Lounge is located near the front foyer of the Hervey Bay Hospital. Sometimes, we may not be able to meet the 10.00am discharge timeframe so you may be asked to continue your wait in the Transit Lounge. This will enable another patient to be admitted to the ward you are leaving. The nurse in the Transit Lounge will ensure that you are comfortable, answer any outstanding questions you may have about your discharge arrangements, and will ensure all preparations and medications are provided.

Do you feel your rights are being respected? Are your family members supportive, or do they

create stress in your life?Are any of the following scenarios happening to you?

• Being told that you can’t make any decisions for yourself because you have had a diagnosis of dementia.

• Being pressured into entering a nursing home when you’re not ready.

• Being frightened to voice your needs/concerns.

• Carers or family members borrowing money and not paying you back.

• Adult children moving in with you and refusing to pay rent.

The Seniors Legal and Support Service offers a FREE service providing legal and social support to older people whose rights are being compromised.

0 6/16 Torquay Road, Pialba, Qld 4655

% 07 4124 6863% [email protected]

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Transfer to Other FacilitiesAt times, it may be necessary to transfer you to another health facility, including Maryborough Hospital or one of our rural facilities, even if you do not reside in these communities.

Maryborough Hospital specialises in rehabilitation with a full complement of allied health professionals and rehabilitation nurses.

At times, Hervey Bay Hospital requires access to beds for acutely unwell patients and you may need to be transferred for this to occur.

Other reasons that may make your transfer necessary are:

• If you are a patient awaiting residential aged care

• If you are well enough but are unable to go home and live independently or with family

• If you do not require acute care and are well enough to transfer as part of your treatment plan and discharge process.

When a patient no longer requires acute care at the Hervey Bay Hospital and cannot return to their home or to family:

• An Aged Care Assessment Service (ACAS) assessment will be requested

• The patient’s family/carers will be required to list the patients’ details with all residential aged care facilities within the Hervey Bay area

• The patient, family or carer will accept the first available placement while remaining on the list at the preferred facility for transfer later.

Your Care and Safety Safety and quality care is the top priority of all WBHHS staff and we are committed to ensuring best possible outcomes for our patients.

Fire Alarms/Emergency EvacuationsHervey Bay Hospital is fitted with an advanced fire and smoke detection system. In each ward, there is a fire evacuation plan.

If there is a fire or other alarm, patients will be guided by staff who have special training to respond to emergencies. In these situations, it is important to follow instructions.

When an alarm sounds, if it is safe to do so, return to your ward and remain near your bed. Lifts must not be used under any circumstances in an emergency.

Leaving the Ward AreaPlease notify the nurse who is looking after you before leaving the ward area, as the nurse is directly responsible for your safety whilst you are in the hospital’s care.

Patient Identification You will have an identification (ID) bracelet placed on your wrist when you are admitted. It has your name, date of birth and unique hospital reference number printed on it. Please check to make sure that the information on your band is correct and advise staff if your ID bracelet is damaged or lost. Having correct details on your ID band is an important patient safety requirement.


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Your ID bracelet helps us to give you the right care, especially when giving out medications and other treatments. Staff members will check your ID before giving any treatment, medications or other care by asking your full name, date of birth and address and will check the ID bracelet. They will also ask you if you have any allergies. You will be asked these questions many times during your stay and it’s important that you participate in this safety requirement.

Informed ConsentInformed consent is a two-way conversation between you and the health professionals treating you. Informed consent will occur before providing your care, procedure or therapy. It is important that you have sufficient information so that you understand and make an appropriate decision about the proposed treatment or procedure.

You will be provided with information about what is involved, the benefits, risks and alternatives of treatment, as well as discuss your personal circumstances, beliefs and priorities. Providing this information assists you to become more actively involved in your own health care decision making.

Prior to completing a consent form, you will be provided the opportunity to consider the benefits, risks and alternatives of the treatment. If you later change your mind, you can withdraw that consent, even if you have signed a form.

Infection PreventionHervey Bay Hospital has high standards when it comes to protecting our patients from infection. Hand hygiene is the single most important factor in reducing hospital acquired infections.

When we are fit and healthy we can usually defend ourselves against many germs. Often our natural defenses are weakened when we are not well, or after an operation. For your safety, it is very important that everyone, including patients, their families and carers clean their hands:

• Before and after entering a patient room or visiting someone in the hospital

• After going to the toilet

• After blowing your nose, coughing or sneezing

• Before, during and after preparing food

• Before eating

• When your hands are visually dirty.

All healthcare workers are expected to always perform hand hygiene in front of you. If you have any concerns, feel free to remind them.

Alcohol based hand rub is in all patient care areas and in high traffic areas at the Hervey Bay Hospital. Further information is available in a Hand Hygiene brochure.

Clinical Handover Clinical handover is the sharing of information about you (the patient), between on-duty staff and the staff who are coming on to take over your care.

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Performing the clinical handover at the bedside involves you in your care, plans for discharge and allows staff to discuss and ensure your care continues as planned. They will check your medication charts, your plan of care and any other information which is relevant, such as management of wounds or pain. Ask questions if you don’t understand the information they are discussing.

You are an important part of this handover and staff will chat with you about your progress to reaching your goals. It is very important that you tell staff about any issues or concerns you have so that they can be addressed as soon as possible.

If you do not wish to be involved or have your family/visitors present at clinical handover, please advise staff on duty and your decision will be respected. A brochure is available if you would like further information about clinical handover at the bedside.

Changes in Your health Our staff are trained to take observations and to notice changes in your health which could indicate that something is not quite right.

However, you know yourself best and you can help staff by letting them know immediately if;

• You don’t feel well, however insignificant it may seem

• You think there has been a change in your condition

• You think that part of your care has been missed (e.g. medications missed).

Any patient or carer can activate a rapid response. Please ask nursing staff for further information. If something is not quite right, then the sooner we know about it the quicker we can do something about it.

Ryan’s Rule Ryan Saunders was nearly three years old when he tragically died in hospital. His death was found to be, in all likelihood, preventable. Staff did not know Ryan as well as his Mum and Dad knew him. When Ryan’s parents were worried he was getting worse, they didn’t feel their concerns were acted upon in time.

Ryan’s Rule has been developed to provide patients of any age, families and carers, with another way to get help.

Step 1: Talk to a nurse or doctor about your concerns. If you are not satisfied with the response –

Step 2: Talk to the nurse who is in charge of the shift. If you are still not satisfied with the response –

Step 3: Phone 13 Health (13 43 25 84) or ask a nurse to call on your behalf and request a Ryan’s Rule Clinical Review.

Ryan’s Rule is not for reporting complaints. For further information, ask for a Ryan’s Rule brochure.

Medication Safety It is important that the team knows about any medications you are taking or were taking prior to admission. This includes medications prescribed by your own doctor or bought over-the-counter from a chemist or health food store, and includes any herbal or homoeopathic preparations.


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We will also need to know of any allergies you may have to antibiotics, medications or foods.

You should give ALL your medications to nursing staff when you come into the hospital so they can be properly stored, this includes herbal, naturopathic and over-the-counter medications. This will be returned to you on discharge.

While in hospital, all your medications will be locked in a medication cupboard near your bed. Medications will be administered by authorised hospital staff to ensure appropriate dosing and to minimise the occurrence of adverse drug reactions.

It is of the utmost importance, that no medications are taken by you without the consent of your doctor or the nursing staff. Ask staff for a brochure if you would like additional information.

Preventing FallsSome of the reasons for increased falls risks in hospital are that you are in an unfamiliar place, you may suffer dizziness from medication, you don’t have your normal socks and shoes to walk around in, or you can’t see properly in the dark. If you have had an operation or have an injury to your hip, leg or knee, you may not be as steady on your feet as you usually are.

Falls can cause serious injuries, so please help us to help you to NOT fall over by:

• Always using the call bell to ring for help when needed before you move

• Always turning on the light at night so that you can see clearly and avoid tripping over

• Always using your normal walking aids (walking frame, walking stick)

• Always wearing flat, non-slip shoes with a proper back when you are walking around

• Always wearing your glasses and hearing aids when required

• Always making sure your bed is at knee height before getting out

• Never walking in just your socks

• Never climbing over bed rails

• Never standing or trying to walk if you are feeling dizzy

• Never sitting on the edge of the bed or somewhere you could slide off.

There is additional information in a Stay On Your Feet brochure.

Preventing Pressure Injuries (sometimes known as bedsores) When you spend time sitting or lying still your body can develop a sore area known as a Pressure Injury. These injuries can affect the muscle and bone if not identified and treated.

Anybody can develop a Pressure Injury. You can decrease the possibility if you:

• MOVE – change your lying and sitting position as often as possible, even a small change can help. Staff will help you change position if needed

• Make sure you keep your skin and bedding as dry as possible

• Make sure you eat well and drink plenty of fluids

• Keep weight off bony parts of your body, e.g. heels, tail bone

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• Let staff know immediately if you develop a sore spot where you’ve been sitting or lying.

A Pressure Injury Prevention brochure with more information is available.

Blood and Blood ProductsSome patients require blood transfusions as part of their treatment.

Blood and blood components are supplied by the Australian Red Cross Blood Service. The Red Cross has strict screening protocols for volunteers who donate blood.

If you are a Jehovah’s Witness or have an objection to receiving a blood transfusion, please tell your doctor. It is important that your wishes are recorded in your medical record and written on the hospital consent form.

If you would like further information when in hospital, please speak with your nurse.

Reducing your risk of blood clotsIf you are in hospital for a major operation or serious injury or illness, you are at increased risk of having a blood clot in your leg or your lung. Blood clots are prevented by using anti-clotting medication, mechanical devices to keep the blood moving, wearing compression stockings and by staying mobile and active as much as possible. Some of these measures may be continued after discharge and it important to follow your medical team’s instructions to reduce the risk of developing a clot.

Allied Health

Social WorkSocial workers are available to assist you and your family in managing the e motional and physical impact of illness and being in hospital through support and counselling. Referral can be arranged by your nurse or doctor.

DietitianOur nutrition and dietetics team will ensure you have meal plans specific for your illness. Referral to a dietitian will be arranged by your nurse or doctor if required.

Occupational TherapyOccupational therapists are available to help people achieve and maximise their level of independence in all areas of daily living, including self-care, domestic tasks, work, social interaction and community access. A referral can be arranged through your nurse unit manager or doctor.

Speech PathologyA speech pathologist will become involved in your care if you are experiencing swallowing and/or communication difficulties. The doctor or nursing staff will refer on your behalf.

PhysiotherapyA physiotherapist may be involved in your care following a major operation or if you are having difficulty with things such as breathing, moving or walking.

Physiotherapists also have specialist involvement in intensive and coronary care, paediatrics, women’s health and outpatient services including rehabilitation.


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Your nurse unit manager or doctor can arrange a referral.

PsychologyLet your doctor, nurse or social worker know if you are feeling very worried or concerned during your stay in hospital. You may be able to obtain support whilst in hospital or once you have gone home.

PodiatryA podiatrist may be involved in your treatment if you are at high risk of foot disease.

PharmacyThe pharmacy department dispenses medications for inpatients and specialised public hospital outpatient prescriptions. In addition, our team of clinical pharmacists visit wards and departments daily.

Clinical pharmacists work with medical and nursing staff to ensure that your drug treatment is safe and effective and they are there to answer any questions you may have about your medication.During your hospital admission there is potential for your medications to change. These changes may include new medications, changed doses or stopping some of your regular medications. You are encouraged to ask staff about your medications if you have any concerns or are unsure about anything. If you feel confused with your discharge medications, talk to your ward pharmacist, doctor or nurse.

Most patients will be given a list of medications on discharge and the hospital pharmacy department will, with your permission, forward information to your GP and/or community pharmacy.

Other Patient Support ServicesIndependent Patient Rights Adviser (IPRA)IPRA provides advice and support to consumers accessing mental health services, their family and support people in the Fraser Coast region. IPRA can help with explaining consumer/family rights, communicating with the treating team, completing advanced health directives for mental health, appointing nominated support people and applying for legal representation for the mental health review tribunal. IPRA can be contacted on: (07) 4184 1824; mobile: 0447 750 516 or by emailing: [email protected]

Aboriginal and Torres Strait Islander Liaison OfficersThe Aboriginal and Torres Strait Islander Hospital Liaison and Support Service provides culturally appropriate, non-clinical support to Aboriginal and Torres Strait Islander patients and their families during their stay at the Hervey Bay Hospital.

The Hospital Liaison and Support Service can: • Facilitate communication between

clinical staff, the patient and their family to help them better understand their health condition, treatment and options

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• Assist the patient and their family by providing information so they can access relevant support services during their hospital stay and on discharge from the hospital

• Provide assistance and information to access the Patient Travel Subsidy Scheme (PTSS)

• Work with staff to improve their cultural capability and knowledge to contribute to providing culturally appropriate patient care.

The Hospital Liaison and Support Service has been specifically designed to assist people who identify as being of Aboriginal and/or Torres Strait Islander origin.

This service is available between 8.00am - 8.00pm, Monday to Friday. Please contact one of the Hospital Liaison Officers on (07) 4325 6666 or ask staff to arrange access.

Nurse NavigatorsNurse Navigators are a team of registered nurses who provide a service for patients who have complex health conditions. These nurses are highly experienced and have a comprehensive understanding of the health system.

Nurse Navigators support and work across primary care, acute care and in close partnership with multiple health specialists and health service stakeholders to ensure patients receive the appropriate and timely care needed.

The treating team will identify if you qualify for this service and assign a Nurse Navigator to connect with you.

TelehealthThe WBHHS is committed to making more services accessible locally and supports the use of Telehealth in clinically appropriate situations.

Using live videoconferencing, patients can receive care from a wider variety of specialists and have more complex treatment, such as chemotherapy, closer to home, reducing travel to Hervey Bay or tertiary centres, such as Brisbane.

We encourage all patients to ask their specialist during their appointment if their follow-up visits could be conducted via telehealth.

Other ServicesHervey Bay Hospital offers a wide range of health services both for inpatients and outpatients, extending into community and other ambulatory services.

For more information about any of the services, or if you cannot find the information that you are looking for, please visit our website http://www.health.qld.gov.au/widebay/ or contact Hervey Bay Hospital on (07) 4325 6666.

My Health RecordMy Health Record is an Australian Government initiative available to all Australians. It is a secure on-line summary of an individual’s health information, including a patient’s health summary, medication prescribing and dispensing history, pathology reports, diagnostic imaging reports and discharge summaries.

My Health Record can be accessed and contributed to by the healthcare providers involved in an individual’s care.


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From January 2019, every Australian will get a My Health Record unless they choose not to.

Further information is available https://www.myhealthrecord.gov.au or on the helpline 1800 723 471.

Medical Information You have the right to determine who should be informed by your doctor of your condition. In order to protect your privacy, medical information will not be released without your consent. Should you be unable to advise staff of this, the provision of information about you is restricted to your designated next of kin who can then communicate to other family and friends. Following an operation, your relatives should first enquire at the ward about your condition and when you can be visited.

If further information is required, a member of the nursing staff will be pleased to arrange for your relatives to speak with appropriate medical staff. If you need a medical certificate, please see the attending nurse or your doctor prior to discharge.

You have a right to access your clinical record and personal information held by WBHHS. (Whilst your treatment record contains your personal information it remains the property of the WBHHS). Further information about this process is below. To access forms or for any queries, please contact the Health Information Services on (07) 4325 6666.

Applying for your own clinical records WBHHS is supportive of patients wishing to access a copy of their clinical record.

In most cases, patients can usually access a copy of their own clinical record by completing the ‘Administration Access Form’, proof of identification (such as a Driver’s License) is required.

Applying for personal information Access to patient information which is considered ‘personal’ and is sensitive in nature (e.g. mental health records and children’s records) may be granted under the Information Privacy Act 2009 (IP Act).

Patients are required to complete the appropriate application form and provide proof of their identity before any personal information can be released. There is no application fee or processing charges for patients wishing to access their own personal information; however, there may be an ‘access charge’; please contact the Right to Information/Information Privacy Decision Maker to discuss these charges by phoning (07) 4325 6666.

Applying for someone else’s personal information If you wish to access the documentation of another person, or access information on behalf of another person, which does not contain your personal information, you may be able to make an access application under the Right to Information Act 2009 (RTI Act). There is a mandatory application fee for access applications relating to these documents, as well as processing and access charges.

Please contact the Right to Information/Information Privacy Decision Maker to discuss these charges by phoning (07) 4325 6666.

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Patient AccountsEligible Australian residents may choose to receive private or public hospital services that can both be delivered from the Hervey Bay Hospital.

Overseas visitors or ineligible patients are those that do not hold Medicare entitlements and are responsible for fees and charges for hospital treatment.

If you choose to be a public patient, generally hospital services will be given free of charge. However, you may have to pay a nominal fee for some services. If costs apply, they will be explained to you.

If you choose to be a private patient by using your private hospital insurance, there are benefits for the patient (no out-of-pocket expenses for admissions of one or more nights), for the hospital and clinical staff by retaining revenue locally to enhance services.

If you are admitted as a private patient, you will need to give details of your health insurance during the admission process and will be asked to sign a health fund claim form.

Single/private rooms are allocated on a clinical basis; however, if a single room is available, the patient’s request can be honoured.

All patients, both private and public, who are still in hospital after 35 days or who have had several admissions without a discharge period of more than seven days, are assessed to see if they qualify as a Nursing Home Type-Patient (NHTP). If the patient qualifies as a NHTP, whether public or private, they will be charged a set accommodation fee.

The cashier office operates during business hours and accepts payment via EFTPOS, direct debit details and credit card.

Patient Travel Subsidy Scheme (PTSS)If you live in rural and remote areas, and must travel more than 50km from your local public hospital for specialist medical services that are not available locally, you may be eligible for the Patient Travel Subsidy Scheme (PTSS). This can include assistance with travel and accommodation costs for you and a family member or carer.

The Patient Travel Office is located at the Reception area of the Hervey Bay Hospital and is open 9.00am - 4.00pm Monday to Friday, or can be contacted on (07) 4325 6607. For more information regarding the Patient Travel Subsidy Scheme, visit our website https://www.qld.gov.au/health/services/travel/subsidies

Disclaimer Hervey Bay Hospital is grateful to the advertisers who made this handbook possible. However, an advertisement in this handbook does not imply an endorsement by the Wide Bay Hospital and Health Service, or Queensland Health. The information contained in this document applies primarily to the Hervey Bay Hospital, however, may also apply to other facilities within the Wide Bay Hospital and Health Service. Information in each facility may vary. Any information that you require can be obtained by contacting the reception at each facility.

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Hervey Bay Hospital - Queensland Health · 2019-07-18 · Hervey Bay Hospital. Patient Information...

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