Download Westmead Hospital Patient Information Directory

Westmead Hospital 2015:West Mead. 2005 3/03/16 11:12 AM Page 1
Patient Information Directory
Westmead Hospital
Cnr Darcy & Hawkesbury Roads, Westmead NSW 2145
Website: wslhd.health.nsw.gov.au/Westmead-Hospital
THIS DIRECTORY IS THE PROPERTY OF THE HOSPITAL
PLEASE DO NOT REMOVE
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PAT I E N T I N F O R M AT I O N
WELCOME TO WESTMEAD HOSPITAL
Westmead Hospital is committed to improving the health of residents in Western Sydney.
As a leading teaching hospital, we are committed to preparing future health care leaders
with the best clinical learning experience.
It is an exciting time for Western Sydney Local Health District with major building works
underway to meet the health care needs of the growing population in Western Sydney.
Innovation and investment in Health improves the wellbeing and quality of life for
patients, their carers and friends. Westmead Hospital works with many other agencies on
projects that can benefit the whole community.
Through teaching, investing in infrastructure and innovation in health, Westmead Hospital
is committed to delivering world class patient care now and into the future.
This book has been designed to help patients, carers and families. We understand that a
hospital stay can be unsettling. Staff at Westmead Hospital are dedicated to working with
you to provide you with the best possible care and treatment. If you have questions about
your care or need further information please talk to our staff and they will be happy to
help.
Should you wish to comment on your experiences at Westmead Hospital, contact the staff
member in charge of your ward or area. If they cannot help, go to
www.wslhd.health.nsw.gov.au/Westmead-Hospital and click on Contact Us or write to:
Office of the General Manager Westmead and Auburn Hospitals, Western Sydney Local
Health District, PO Box 533, Wentworthville NSW 2145.
Hospital Switch:
9845 5555
Andrew Newton
General Manager Westmead Hospital
General Manager Auburn Hospital
Reviewed by the WSLHD Partnering with Patients and Carer Experience Team
W E S T M E A D H O S P I TA L
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PAT I E N T I N F O R M AT I O N
OUR VALUES
- CORE values
- Your Rights and Responsibilities
6
HOW TO GET HERE
- Train
- Bus
- Car
- Parking Concessions
6
PATIENT ENQUIRIES
- Cashiers Office
- Patient Buggy
- Smoking Free Policy
- Volunteer Services
8
OUTPATIENT
Clinics
- Hospital In The Home (HITH)
- What To Bring
- Referrals To Clinic
10
- How Much Will It cost
- What To Expect
INPATIENT
Emergency
- Ambulance
- Triage
- Ward Transfer
14
PLANNED ADMISSIONS AND ELECTIVE
SURGERY
- What To Bring
- How Much Will It Cost
- Wards
- Meals
- Visitors Times
- Ward or Hospital Transfer
- Discharge Unit
14
CENTRE FOR ORAL HEALTH
- Dental Services
18
OTHER FACILITIES & SERVICES
- Aboriginal Liaison Officer
- Acute Pain Management
- Chaplains / Pastoral Services
- Disability Services
- Entertainment – Movies / TV Rental
- Fitness Gym
19
W E S T M E A D H O S P I TA L
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-
Imaging / Scans / Pathology Results
Inpatient Pharmacy
Interpreter Services
Medical / Patient Information Records
Mental Health Services
Retail Services
Patient Advice and Liaison Service
Physiotherapy Services
Security
Sexual Health Services
Social Work Services
RESEARCH AND DEVELOPMENT
- Westmead Medical Research Foundation
- Westmead Millennium Institute
For Medical Research
- Western Sydney Primary Health Network
25
EDUCATION / TEACHING HOSPITAL
Medical and Nursing Students
26
COMMUNITY SERVICES
26
- Connecting Care
- Midwifery Home Visiting
- Women’s Health and Maternity Services
- Post-Acute Community Services
- Community Health
- Child and Family Services
- Complex, Aged and Chronic Care Services
- Sexual Assault Services
- Child Protection Counselling Services
- Youth Health Services
PROGRAMS & INITIATIVES
29
- Between The Flags Program
- Carers Program
- Falls Prevention
- Hand Hygiene
- REACH
- Skin Integrity and Pressure Injury Prevention
ADVERTISING DISCLAIMER
Westmead Hospital is grateful to the advertisers
who have made this directory possible. An
advertisement in the directory, however, does not
imply an endorsement by the hospital.
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PAT I E N T I N F O R M AT I O N
MAP
W E S T M E A D H O S P I TA L
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PAT I E N T I N F O R M AT I O N
OUR VALUES
Core Values
Westmead Hospital is committed to the following
values:
Collaboration
There is three drop off zones at Westmead
Hospital. Check which one is the closest to where
you need to go:
• Main Entrance nearest car park P1 Main visitor
car park - Cnr Darcy & Hawkesbury Rd
• University Clinic Entrance nearest car park P3
Car Park near emergency - Hawkesbury Rd ($8
flat fee on entry – gold coins only)
Openness
Respect
Empowerment
Your Rights and Responsibilities
Westmead Hospital takes your rights and
responsibilities seriously.
Everyone seeking or receiving healthcare in
Australia has certain rights and responsibilities.
They include the right to access, safety, respect,
communication, participation, privacy and to
comment on their care.
Patients, carers and visitors also have a
responsibility to respect our staff, volunteers,
other patients and visitors. We ask that you
participate in your care by being open and honest
and let us know when you don’t understand
something.
For more information, ask for “Your Rights and
Responsibilities” brochure.
HOW TO GET HERE
• Oral/Dental Health Entrance nearest car park
P7 Oral Health visitor car park - Darcy Rd.
Use the map (page 5) to plan which entrance you
need and which will be the nearest car park for
you to use.
Ticket parking fees:
• 0-30 mins: free
• 30 mins-1 hour: $5
• 1-2 hours: $8
• 2-3 hours: $11
• 3-4 hours: $13
• 4-5 hours: $15
• 5+ hours: $17
Pay stations are located outside the hospital main
entrance and the Dental Hospital Main entrance.
Parking Concessions
Train
Westmead is the nearest station. Lifts,
ramps and emergency points available 24/7.
The station is a 250m walk from the hospital.
Bus
705, 708, 711, T60, T61, T62, T63, T64,
T65, T66 are bus services which stop
outside Westmead Hospital.
131500 http://www.transportnsw.info/
Car
There are a number of free disabled parking
spaces near public entrances of the hospital.
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Parking concession tickets are available from the
Cashiers Desk on Level 2, Block A, next to The
Arab Bank.
$40 multi entry card which allows 5 visits ($8 per
visit).
For patients staying over 21 days, concession
parking is available for families. $15 refundable
deposit and $3 per week. You will need a note
from the Ward Clerk quoting:
• Medical Record Number
• Date of admission
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PAT I E N T I N F O R M AT I O N
• Patient’s name and ward
Fees collected from hospital car park help to
improve patient services and car parking
maintenance.
Note: parking fees may change from date of
publication.
Patients of the Crown Princess Mary Cancer
Centre, Westmead may be able to access a
limited number of free parking spaces when
receiving chemotherapy or radiotherapy at the
Cancer Clinic. Please ask at Front Reception of
Crown Princess Mary Cancer Centre. A $25
refundable deposit will be required.
Westmead hospital is unable to accept
responsibility or liability for any theft or damage
to vehicles or personal property, however
incurred.
Parking rangers regularly patrol and issue fines for
illegal parking on hospital grounds.
Mailing of cheque, money order or credit card
details along with your remittance advice to:
Western Sydney Local Health District
PO BOX 119
WENTWORTHVILLE NSW 2145
Patient Buggy
Patients with limited mobility can travel on the inhouse patient buggy service. This is a free service
provided by hospital volunteers. To book a trip call
(by internal phone) at designated locations on
level 2 of the hospital for pick up. Please note:
transport of admitted patients on this service is
not permitted.
Operating hours are:
Westmead Hospital-ity Buggy stop located just
inside main Hospital entrance
Mon - Fri 8:00am - 4:00pm.
Smoke Free Policy
For your safety a hospital Security Officer can
accompany you to your vehicle in hospital
grounds at night. See the Security Office at the
Main Entrance.
PATIENT ENQUIRIES
You can visit the Patient Enquiry Desk in the main
entrance or call on 9845 5555. They can give you
directions to the ward or put you through to the
ward if you are calling by phone. No information
about the patient can be given out by staff.
Cashiers Office
The cashiers office is located on level 2 of ward
block A. Payments accepted is by cash, credit card
(Bankcard, Visa card, MasterCard, Diners and
Amex), Eftpos (no cash out).
Phone payments can also be made on:
9845 9693 or 9845 9689,
Mon – Fri 7:30am – 5:00pm
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Smoking is not permitted in hospital buildings or
on hospital grounds. Breathing in second-hand
tobacco smoke can increase the risk of heart
disease, lung cancer and other respiratory diseases
in adults and increase the likelihood of bronchitis,
pneumonia and asthma in children.
It is the responsibility all visitors and staff to
comply with the NSW Health Smoke-free
Environment Act 2000. From 6 July 2015
authorised inspectors may issue on the spot fines
to individuals who smoke on hospital grounds. To
find out more or report a breach visit
health.nsw.gov.au/smokefree. For advice contact
the Tobacco Information line on 1800 357 412.
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PAT I E N T I N F O R M AT I O N
Volunteer Services
Volunteers generously dedicate their time to
provide various services at Westmead hospital.
Volunteers provide essential support to patients,
their families and staff and are an integral part of
enhancing patient stay in hospital.
Some of the services include:
10:00am to 12:00pm. If a JP is required at other
times please contact the Voluntary Services
Manager on 9845 7361.
OUTPATIENT
An outpatient/non-admitted patient visit is one
which does not require the patient to stay
overnight.
Clinics
- Ward helpers
- Bedside visits
- Patient mail delivery
- Wash and dry light garments (on request)
- Fundraising confectionary trolley service
- Library trolley service to wards
- Support the patient guides desk
- Hospital guides delivery of pre-paid
newspapers and magazines daily
Clinics are located throughout the hospital and in
some community locations. Please check where
your clinic is located when you make your
appointment.
Below is a list of contact numbers for some of our
main clinics:
- Adolescent Medicine T: 9845 6788
- Allergy T: 9845 6796
- Audiology Clinic T: 9845 7479
- General administration support
- Cardiology T: 9845 6795
- Fundraising
- Clinical Immunology T: 9845 5004
- Support the gift boutique located on level 2
which offers a wide range of baby wear, hand
knits and toiletries.
- Cancer Clinic (Crown Princess Mary)
T: 9845 5200
- Chronic Pain Clinic T: 9845 7800
Trading hours are:
- Dermatology Clinic T: 9845 7149
Mon to Fri 9.30am to 4.00pm
- Diabetes & Endocrinology T: 9845 6352
Most Sat & Sun 12.00pm to 4.00pm
- Dietetics and Nutrition T: 9845 6638
Closed on Public Holidays.
- Eye Clinic T: 9845 6668
Westmead hospital is always in need of
volunteers. If you or your friends would like to
donate time to help provide support to patients,
their families and staff, or maybe join the
Fundraising Team to raise funds to purchase
medical equipment, please contact the Voluntary
Services Manager on 9845 7361.
A designated Justice of the Peace (JP) is available
Monday to Wednesday in the main foyer from
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- Haematology Enquiries T: 9845 6012
- Infectious Diseases T: 9845 6627
- Institute of Clinical Pathology & Medical
Research (ICPMR) T: 9845 7361
- Medical Physics T: 9845 6533
- Neurology T: 9845 6793
- Occupational Therapy T: 9845 6500
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PAT I E N T I N F O R M AT I O N
- Radiology T: 9845 6522
Please let clinic staff know of any changes to your
contact details including your Person Responsible
(Next of Kin) and Family Doctor (GP). This helps us
contact you easily and to be able to send results
to your family Doctor (GP).
- Renal Medicine T: 9845 6409
Referrals To Clinics
- Rheumatology T: 9845 8099
A GP referral is valid for 12 months.
- Speech Pathology T: 9845 6500
A specialist referral is valid for 3 months.
- Women & Childrens T: 9845 6005.
You must have current referral to attend clinics.
Hospital In The Home (HITH)
How Much Will A Clinic Visit Cost?
Hospital in the Home (HITH) is clinical care that
reduces the length of stay in hospital or in some
instances can avoid an admission altogether.
When making an appointment check to see what
the costs will be. Most services are billed directly
to Medicare but some services may incur a fee. If
the Specialist Doctor’s charges are above the
Medicare schedule fee or the service is not
- Parramatta Chest Clinic T: 9843 3110
- Pathology (results & enquiries) T: 9845 6600
- Podiatry T: 9845 6918
A range of clinical conditions can be effectively
and safely managed without a person needing to
stay in hospital. There is evidence that certain
conditions can be well managed through this type
of care:
• cellulitis
• pneumonia
• deep vein thrombosis
• chronic obstructive pulmonary disease (COPD)
• urinary tract infections.
The care received through a Hospital in the Home
service is comparable with the care received in a
hospital.
Ask a staff member for further information.
What To Bring With You To A Clinic
Appointment?
- Doctors referral letter
- Valid Medicare / DVA card
- Identification
- Health care concession card
- Previous medical correspondence
- Pathology or medical scans
- Medication list.
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covered by Medicare, then you will need to pay
the difference. This is called an Out of Pocket
Expense. If you have Private Health Insurance you
may be able to claim this Out of Pocket Expense
depending on your policy. To find out the cost of
service contact the clinic.
If you are a Medicare ineligible patient all costs
must be paid prior to clinic visit (see section
Cashiers Office for payment options).
Patients with Department of Veterans Affair (DVA)
cards is similar in the billing process as Medicare
patients, however, DVA card holders are covered
under a broader range of services (i.e.
pharmaceuticals and wound dressings) than the
general public. Visit http://www.dva.gov.au/
If you are visiting the clinic to meet the medical
requirements for the Defence Force you will need
to provide a referral from your GP to be billable
under Medicare. A referral from the Medical
Officer Defence unit has no provider number and
cannot be used to claim through Medicare.
Westmead Hospital 2015:West Mead. 2005 3/03/16 11:12 AM Page 13
Westmead
Rehabilitation Hospital
Recent Surgery
Muscle Weakness
Medical Conditions
Work Related Injuries
Physiotherapy
Occupational Therapy
Reconditioning
Hydrotherapy
The FINEST Specialist Team
in Sydney will give you
SUPERIOR results
in REHABILITATION!
7 Coleman Street,
Merrylands NSW 2160
(02) 88 333 555
Westmead Hospital 2015:West Mead. 2005 3/03/16 11:12 AM Page 14
PAT I E N T I N F O R M AT I O N
You can also find out what services are subsidised
by the Medicare Benefits Schedule on
http://mbsonline.gov.au/
What To Expect At You Clinic Appointment
Your first visit will usually include a full assessment
of your condition by your Medical Health Team.
You will be asked about symptoms, tests and
treatment you have already had.
Make sure you have all the items with you listed
in ‘what to bring with you to a Clinic
appointment’.
Before your appointment, it is a good idea to
write down questions you have for your Medical
Health Team.
We encourage patients, family and carers to be
involved in decisions about their care. Please
provide as much information as you can on
previous medical reports, pathology results /
scans, your current medication list, any known
allergies or hereditary disorders, for the Specialist
or medical team to better understand your health
background.
Questions you may want to ask your team:
• What is the condition I have?
• How will my condition be treated?
• Are there different treatment options?
• Will there be out of pocket costs to me?
Ask any questions which will help you to
understand your medical condition and treatment.
The Specialist or medical team may perform tests,
scans, biopsies depending on your assessment.
You will get the results of the tests and the
assessment at your next Clinic appointment. This
information can also be sent to your family
Doctor (GP).
W E S T M E A D H O S P I TA L
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INPATIENT
Emergency
Westmead Emergency department provides acute
medical care to patients that present to hospital
requiring immediate medical treatment. Patients
may present to the Emergency by Ambulance or
by presenting to the emergency department by
their own means.
Ambulance
NSW Ambulance provides transport and rapid
response medical care while the patient is taken
to the nearest hospital. Fees do apply for calling
an Ambulance (some exemptions apply). For more
information check the website on
http://www.ambulance.nsw.gov.au
Medicare does not cover the cost of calling an
Ambulance. Check your health insurance Policy
for Ambulance cover.
Triage
When presenting to Emergency, the Triage team
will immediately assess your condition and
prioritise your treatment according to clinical
need.
Ward Transfer
Once treated by the emergency team, if further
medical treatment is required you may be
transferred to a ward specialising in your primary
medical condition. If no further treatment is
required then the emergency team may discharge
you from the hospital.
PLANNED ADMISSIONS AND ELECTIVE
SURGERY
Unlike an emergency visit, planned admissions
and elective surgery is scheduled in advance. The
treatment is needed, however, deemed not life
threatening and does not need to be performed
immediately.
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PAT I E N T I N F O R M AT I O N
What To Bring?
How Much Will It Cost?
On the day of your admission you will need to
complete administration forms. Nursing staff will
review your patient notes and confirm your
identity and treatment/surgery you will be having.
Examples of what to bring include:
The cost of service will depend on your eligibility
or nominated billing type.
Medical Checklist:
- Medicare Card
- Health insurance details or evidence of current
fund membership
- Overseas Student Health cover OSHC (if
required)
- A list of your medications or treatments you
are currently receiving
- Relevant pathology results and scans
- Equipment which you need to aid mobility or
communication.
Personal Checklist:
- Current Medications
- Comfortable clothing (including pyjamas and
slippers), shoes
- Soap, toothbrush, toothpaste, hairbrush
- Money if you wish to buy newspapers, use the
phones or purchase from the retail stores on
level 2
- Storage space on the wards is limited so please
do not bring too much with you
- Do not take valuables or large sums of money
with you, as Westmead Hospital does not
accept responsibility for any lost belongings.
Remember to plan arrangements with your carer,
family or friends to take you home after being
discharged from hospital. If you do not have any
arrangements, please talk to your treating Medical
team.
Ineligible Medicare patients such as overseas
patients will be charged at the full rate of service.
Patients will need to make their own
arrangements to finalise their account (i.e.
Overseas patients will need to provide Overseas
Student Health Cover details or pay first and claim
later).
Eligible Medicare (no charge) patients are covered
for services billable under Medicare. There is no
charge for the medical treatment or Surgery,
however, preference is assessed based on clinical
need, meaning patients with non-life threatening
conditions may need to wait for
treatment/surgery. Also note that public patients
under Medicare (no charge) are seen by the next
available Specialist nominated by the Hospital and
may change during your hospital stay. The quality
of the service provided for Private compared to
Public admission is the same.
Patients with hospital insurance may choose to be
admitted as a Private patient in a public hospital.
There are many benefits with nominating your
health insurance rather than electing Medicare
billing. Examples include:
- Choice of Specialist for treatment, procedures
and operations (providing the Specialist has
private practice rights or admitting rights with
this hospital). As a private patient you may
request to change the allocated doctor to one
of your choice
- For continued care your nominated Specialist
can be your treating doctor throughout your
time in hospital
- Some health insurance plans cover Ambulance,
Prosthesis and accommodation fees
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PAT I E N T I N F O R M AT I O N
- Choice to have elective surgery earlier
Other Billing Categories
- Access to a single room if one is available.
Single rooms are charged at a higher rate and
it is recommended that you check with your
health insurance provider. (Note that single
rooms may be allocated to other patients
based on clinical needs. If a patient’s
condition warrants a single room you may be
required to move from your single room to
assist with this clinical need)
Other billing categories include:
- Access to our Simplified Billing service where
the hospital processes all your accounts
through Medicare and your health fund on
your behalf
- Waiving of health fund excess for patient
admitted via the Emergency Department
- Free television hire
- Free cafe voucher (1 per day) for use at food
outlets within the hospital
- Medicare and your health fund will cover
100% of medical fees if your doctor charges
the schedule fee or participates in a Gap
Cover Scheme with your health fund.
By electing your private health insurance for your
treatment, Westmead hospital is able to recover
additional funds from the insurer which
contributes towards purchasing medical
equipment and provide training to staff.
Should you have any questions regarding any
out of pocket expenses, please ask to speak to
your doctor, your health insurance provider or
our Private Patient Officer (PPO) on 9845 9168.
If the office is unattended, contact Westmead
switchboard to page the Private Patient Officer.
Private Patient Officer:
Mon - Fri 7:30am-5:00pm T: 9845 9168
Sat - Sun 7:30am-4:00pm T: 9845 5109
W E S T M E A D H O S P I TA L
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- Insurance / Workers compensation claims
- Motor vehicle accident
- Department of Veterans Affairs
- CAFAT
- Reciprocal agreement
If your hospital visit is for consultation / testing /
treatment to support a claim process you may
need to fill out different forms. Notify hospital
staff early on to ensure timeliness of the
report/result for your application.
If you hold a Gold Repatriation Health Care, you
can be treated as a private patient for all
conditions.
If you hold a White Repatriation Health Card,
you can be treated as a private patient for
conditions DVA have accepted as service related.
Our Private Patient Officer can contact DVA to
confirm what hospital care you are covered for.
If your hospital stay exceeds 35 days in total and
you are not deemed to require acute care your
billing type will change after the 35 days to
‘Nursing Home Type Patient’. From this day there
will be a daily fee rate not covered by Medicare.
The rate is $52.05-53.55 per day.
For additional information on your choices
during your stay in hospital visit
http://www.health.nsw.gov.au/Hospitals/Going_
To_hospital/Documents/your-choices.pdf
Wards
If additional care is required after your
emergency, surgery treatment or outpatient visit,
you may be admitted into a ward under the care
of your treating specialist. There you will be
allocated a bed and be routinely monitored by
the Medical team. To make your stay
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PAT I E N T I N F O R M AT I O N
comfortable the amenities and services provided
in wards include:
- Radio and music is available on patient
handsets
- Television is available in patient lounges
- Bedside television sets are available in some
wards for rental (by private operator)
Visitor Times
Family and friends are welcome to visit you during
the visiting hours. Your ward will let you know on
arrival the visiting hours or you can call the ward
before arrival.
General Wards:
- 12:00pm – 2:00pm (daily)
- Free TV access to Patient Information channel
37
- 4:00pm – 8:00pm (daily).
- Newspapers and magazines are sold in the
wards daily
- 8:00am – 8:00pm (daily).
- Trolley service run by volunteers selling
toiletries, confectionery, stationery, etc.
- 10:00am – 7:00pm (daily).
- Bedside telephones are available in some single
rooms at a nominal charge through the ward
clerk
- Public coin/card operated telephones are
located close to the ward area
- All meals and beverages
- Shower and toilet facilities.
Meals
All meals are provided during your stay in hospital
wards. Meal plans are created with the Nutrition
and Dietetics unit to cater for special dietary
requirements of all patients. Staff will aim to
deliver meals during the service times below:
Breakfast:
7:30am – 8:30am
Lunch:
12:00pm – 13:00pm
Dinner:
5:00pm – 6:00pm
Morning tea, afternoon tea and supper are also
provided.
If visitors have brought in food please check with
staff before giving to a patient in case there is a
special diet or food restriction for the patient’s
treatment or condition.
Maternity & Gynaecology Wards:
Intensive Care Unit (T: 9845 9345)
Some complex or critical units will have limited or
restricted access. Please contact the unit prior to
visiting.
Visitors seeing patients in hospital we ask that
you:
- Keep noise level low so not to disturb other
patients
- Please understand that staff may ask you to
leave the area if they need to provide care to
the patient
- Respect that some wards have rest times for
patients and avoid visiting during those times
- Have no more than 3 visitors at the bedside at
any one time
- Nominate or choose one person who, with the
permission of the patient or carer, provides
updates to family and friends and advises the
suitable times to visit
- Talk with staff if there are exceptional
circumstances which require visiting outside
normal hours
- Whilst visiting we ask that you treat all
patients, visitors, staff and volunteers, with
respect and courtesy.
W E S T M E A D H O S P I TA L
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PAT I E N T I N F O R M AT I O N
Ward or Hospital Transfer
A Ward transfer is when your treating Specialist
decides to transfer your care to another treating
specialty for continued care. This is an example of
Multi-disciplinary care where a patient may have
more than one underlying medical condition.
Hospital Transfer is when the type of treatment /
service can only be provided at another hospital.
Your Medical Team will arrange for Patient
Transport and admission to the other hospital.
Discharge Unit
If your health condition has improved and you are
well enough to leave hospital your doctor and
nursing staff will arrange for your discharge.
Usually discharges are arranged before 11am.
Please talk to your Medical team for options if
you are not able to make your own arrangements
to go home.
Things to remember before discharge:
- Name of your treating Specialist
- Instructions by the Medical team
- Expected time and date of your discharge
- Detailed information on follow-up
appointment with a Specialist or other health
professional or Clinic after leaving hospital
- Medications on discharge, if any
- Carer’s instructions
- Medication instructions
- Dietary instructions
- Prescriptions (enough to last you until your
next consult?)
- Your personal belongings.
For your health and safety Westmead Hospital
discourages self-discharge from hospital. Please
speak to your Medical team prior to making this
decision. If you still wish to leave please complete
a hospital clearance form of your intent to selfW E S T M E A D H O S P I TA L
18
discharge. If your condition does not improve
after discharge please speak to your local GP or if
it is a medical emergency present to your local
Emergency Department.
CENTRE FOR ORAL HEALTH
Dental Services
Westmead Centre for Oral Health provides
general and specialist dental services to the
eligible population and is a teaching hospital of
the Faculty of Dentistry, University of Sydney. The
Centre is equipped with advanced patient care
facilities and operating suites.
For general dental treatment contact:
Centre for Oral Health Call Centre
9845 6766 or 1300 739 949
Mon - Fri 8:00am – 5:00pm.
Patients will be asked questions regarding their
treatment needs, and then will be prioritised for
treatment based on clinical need.
Patients with a current Centrelink entitlement
such as Health Care Card, Pensioner Concession
Card or Commonwealth Seniors Card may be
eligible for free general dental treatment (some
exclusions apply). All school children 17 years of
age and under are also eligible for free general
treatment (some exclusions apply e.g.
orthodontics).
For specialist dental treatment you will need a
valid referral letter from your local GP or
Specialist. Fees may be charged for some
specialist services, such as implants, even if an
entitlement card is held.
Medicare does not cover most dental services.
A private practice clinic is now available for
patients (fees apply). The clinic offers care by
specialists and general dentists in a modern,
convenient setting on level 2 of the Centre for
Oral Health building.
Westmead Hospital 2015:West Mead. 2005 3/03/16 11:12 AM Page 19
PAT I E N T I N F O R M AT I O N
OTHER FACILITIES & SERVICES
Aboriginal Liaison Officer
An Aboriginal Liaison Officer is available to help
Indigenous patients with support accessing health
services while in hospital. The Aboriginal Liaison
Officer can be contacted through the Social Work
Department on 9845 6699 or by hospital
switchboard 9845 5555.
Acute Pain Management
If your condition or treatment is causing you
excessive pain, inform your medical health team.
The team may involve the Acute Pain Service
(APS) who have specialist knowledge in pain
management and medicine and will help manage
your pain while you are in hospital and after
discharge.
to assist with communication for the hearing
impaired. Please ask a staff member to
organise a booking
- All Westmead Hospital departments have
wheelchair access either by lifts or by
wheelchair ramps
- Disabled parking is allocated at all main car
parks and near main entrances
- Community transport may be available for
eligible patients - ask your nursing unit
manager for assistance
- Large-print books and cassettes are available
from Voluntary Services.
If you require any additional assistance contact
your treating Medical team.
Chaplains/Pastoral Care Services
Entertainment - Movies
The Chapel or quiet area is a place of peace,
reflection and solace. The space is available to all
and is open 24 hours a day, 7 days a week. The
Chapel/quiet area is located on level 2, Ward
block A close to the Security Office.
While in hospital you can download Movies to
your personal phone device or tablet under 3
minutes using the free WIFI service offered by
Self-Serve Entertainment. How to use:
There is a chaplain on call 24 hours, 7 days a
week. Chaplains offer emotional and spiritual
support for you and your relatives. If you would
like someone to sit with you or pray with you, or
if you would like the sacraments or a scripture
reading, ask your nurse to contact a Chaplain.
The reception office is 9845 5083.
Disability Services
Westmead Hospital has a number of disability
services and programs to improve patient access,
promote inclusion and independence.
Services and programs available are:
- Volunteers at the patient enquiries desk can
escort patients or visitors to their destination
- Interpreter services can provide Australian Sign
Language (Auslan) (prior booking is required)
- To download go to the banner on level Ward 2
opposite Arab bank
- Connect phone or tablet to free Wi-Fi network
‘SELF_SERVE_ENTERTAINMENT’
- Type http://movies into your internet browser.
Entertainment - TV Rental
Inpatients can choose to rent the pay as you go
TV service. For more information on the services
available contact 9845 6384 or collect a brochure
from the ward. Note the service is provided by a
private operator and accounts are not managed
by Westmead Hospital.
Fitness Gym
The EFM fitness gym at Westmead Hospital is
available to staff and local residents. For more
information call: 0413 132 527
W E S T M E A D H O S P I TA L
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The Future of Aged Care
Clinical, Social and Cultural Innovation at it’s finest
New State of the Art 120-bed Residential Aged Care Facility
Since establishment in 1963, our commitment to
the needs of our residents and our unwavering
excellence in clinical services has established
Cabrini as one of the best in the industry.
Now in its fourth generation of the Harris Family,
Cabrini is a state-of-the-art elder centred, five star
hotel-style Aged Care Facility, steadfastly
delivering exceptional levels of clinical care
through digital based systems and Telehealth
initiatives for all aspects of health.
Traditionally, our Elders were once valued and
respected as strong and wise pillars of our society.
Acknowledged as the keepers of wisdom, it was
our Elders who taught us how to be.
Here at Cabrini, we place them back on their
pedestal.We recognize that these people, while in
many cases physically old, are still young in mind
and heart.The legacy they leave, are the
footprints of our future.
Our new Aged Care development in Westmead
is living proof of the collective dream motivating
the Harris family; to maintain a facility where
people can age with dignity, independence
and security intact.
The idea of providing a safe haven for elders from
all walks of life, all cultures and all backgrounds is
no longer just a vision; it has become a reality that
is still very much alive and kicking. As a family
business, we make it our business to be a family;
our 50-year legacy is testament to our vow in
caring for your loved ones as if they are our own.
William Harris,
Managing Director.
Westmead Hospital 2015:West Mead. 2005 3/03/16 11:12 AM Page 21
Cabrini nurtures its guests through the
stage of Elderhood, restoring the
precious balance between giving and
receiving across generations. It must be
borne in mind, that the residents of our
community have led full and meaningful
lives in their various walks of life, and
that they are our teachers, whose legacy
has a direct effect on our future.
Cabrini benefits from intergenerational
knowledge and experience in the Aged
Care sector, continuing to operate as a
family concern today. Our combined
understanding and perpetuate devotion
to excellence in clinical care and
compassion for the elderly has
established Cabrini as the leading Aged
Care provider in Western Sydney.
Providing a true quality of life for our
elders is about more than looking after
physical wellbeing. It’s the growing and
the loving, the laughter and the learning
that makes a life one worth living. Here at
Cabrini we are a family, living and loving
together. With dedication and compassion
and from one family to another, we invite
you to become a cherished member of the
Cabrini community.
Cabrini is currently taking enquiries
for future admissions. For information
regarding respite or permanent
care placement.
Please contact our front desk on
(02) 8836 9600
or via email: [email protected]
Alternatively, please visit
www.cabrinicare.com.au
Westmead Hospital 2015:West Mead. 2005 3/03/16 11:12 AM Page 22
PAT I E N T I N F O R M AT I O N
Imaging / Scans / Pathology Results
Mental Health services
For results on Imaging, scans or pathology
patients can contact;
WSLHD Mental Health Services support people
across their lifespan with a range of mental
illnesses and disorders. There are specialist services
relating to prevention through to early detection,
early intervention, triage, assessment, acute and
sub-acute care, and various levels of treatment
and ongoing support in the community. All
treatment is recovery orientated working in
partnership with the consumer and carer.
Radiology T: 9845 6525
Nuclear Medicine, PET, Ultrasound T: 9845 6533.
Hospital pathology results can only be requested
by your treating doctor.
Inpatient Pharmacy
Inpatient pharmacy dispenses medications while
you are in hospital. Eligible Medicare patients will
usually not have an out of pocket charge. Noneligible Medicare patients will need to pay
upfront. The Inpatient Pharmacy is located on
level 1 between AB and CD block.
Inpatient Pharmacy T: 9845 6013.
8:20am to 5:20pm daily.
Interpreter Services
Health Care Interpreter Services provide
interpreter services and translations for over 130
languages. Interpreters can be arranged for face
to face visits, over the phone translations or
transcript translations of medical reports or
results. If you require interpreter services advise
your treating clinic at the time of booking your
appointment.
Medical / Patient Information Records
Copies of your Medical records can be requested
by contacting the Patient Information Records.
Identification and an application form will need to
be submitted to access your records.
Patient Information Records T: 9845 6488.
Inpatient services include: Acute Adult, Child &
Adolescent Mental Health Services (CAMHS),
Specialist Mental Health Services for Older People
(SMHSOP), Non-Acute Rehabilitation, Short Stay
Units and Forensic Rehabilitation.
There are Community Mental Health Teams based
at Parramatta, Merrylands, Auburn, Dundas, Hills
and Blacktown. The inpatient units are based in
Westmead, Cumberland, Mt Druitt and Blacktown
Hospitals.
To discuss a potential referral call 1800 011 511.
Retail Services
Westmead Hospital has a retail precinct offering a
range of food and service outlets for your
convenience. Located on Level 2 extending from
the AB lifts through to the main entrance you will
find:
- Zouki Food Court
- Newsagent
- Australia Post Office
- Voluntary Services gift shop
- Hairdresser
- Florist
Administration pricing:
- Retail Pharmacy
$33 – first 80 pages ($16.50 for pensioners)
- Arab Bank Australia
- ATMs
$0.40c/page then after.
- Optometrist
- Public Telephones (main entrance, chapel and
emergency dept.)
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PAT I E N T I N F O R M AT I O N
Other Zouki retail outlets located throughout the
Hospital include:
- Coffee Box Coffee Shop (Outside Emergency)
- University Clinic Cafe on Level 2
- Allied Health Cafe on Level 1 E Block
- Dental Building Cafe on Ground Floor.
Patient Advice and Liaison Service
You have the right to comment on or complain
about your health care. If a concern arises for
you, please talk to either your treating team or
the Nursing Unit Manager of your ward or area
straight away. Usually issues can be discussed and
quickly resolved.
Be assured that:
- We want to resolve your concerns to your
satisfaction
- Any complaint will be dealt with quickly, fairly
and confidentially
- Your complaint will not adversely affect the
service you receive.
If your complaint cannot be resolved at ward
level, the Patient Advice and Liaison Service is
available to all patients, their relatives, carers and
friends.
The Patient Advice and Liaison Officer can be
contacted on 8890 7014 or via the main hospital
switchboard on 9845 5555, Monday to Friday
8.30am - 4.30pm. Email complaints and feedback
can be sent to [email protected].
Messages left after hours and on weekends will
be responded to as quickly as possible. For details
of patients' rights and responsibilities and how to
lodge complaints, please refer to the ‘Your
Healthcare: Rights and Responsibilities – a guide
for patients, carers and their families’ guide
available from your nursing staff, admissions
office or the Patient Advice and Liaison Service.
W E S T M E A D H O S P I TA L
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Physiotherapy
The Physiotherapy Department consists of over 40
staff members who specialise in the following
areas: cardiorespiratory physiotherapy (surgery,
intensive care, respiratory medicine), neurological
physiotherapy, amputees, geriatrics, orthopaedics,
musculoskeletal therapy, emergency
physiotherapy, hydrotherapy, cancer support,
women’s health, hand therapy and rehabilitation.
For appointments call 9845 6500.
Security
Security monitors respond to emergencies or
confrontation to ensure, visitors, patients, staff are
not harmed and processes and property on
hospital grounds are not compromised. Other
services provided by security include:
- Regular foot and vehicle patrols
- Accompany to hospital car park at night
- Lost and found
- Communication with external emergency
services
- Removing antisocial / aggressive / bullying
individuals. Westmead hospital has a zero
tolerance to aggressive behaviour.
The Security Office is open 24hrs every day
Level 2 (near Zouki food court)
T: 9845 7625 (Control)
T: 9845 6036 (Security Admin)
T: 9845 5999 (Emergency only).
Sexual Health Services
Sexual Health services at Parramatta Health Clinic
provide confidential testing, support, treatment
and management of sexually transmissible
infections (STIs) and HIV/AIDS.
Parramatta Health Clinic T: 9843 3124
Mon, Tue and Fri 9:00am – 4:00pm
Wed 10:00am – 4:00pm
Thu 4:00pm – 7:30pm (by appointment only).
Westmead Hospital 2015:West Mead. 2005 3/03/16 11:12 AM Page 25
PAT I E N T I N F O R M AT I O N
Jeffery House
Level 1, 162 Marsden St.
Social Work Services
Qualified social workers are available to support
patients and their carers during their hospital
admission or treatment, listen to concerns,
provide counselling, education, information and
advice to both inpatients and outpatients and
assist with planning patient discharge.
Social Work Department on Level 1 E Block
Mon – Fri 8:00am – 4:30pm
After hours call: 9845 6699.
Note: An afterhours and weekend on call service
is provided to Westmead Hospital patients for
crisis situations which cannot wait until the next
working day.
RESEARCH AND DEVELOPMENT
Westmead Hospital has a strong focus on and
investment in research to ensure the delivery of
world-class healthcare for its patients. The
hospital supports researchers, students and
support staff who pioneer research on a wide
range of human disorders and public health
issues, affecting both adults and children though
clinical trials and research.
Your participation in research studies or clinical
trials is a vital contribution to the advancement of
health care. Please ask your doctor about being
involved in research studies or clinical trials.
For more information about research at
Westmead Hospital please go to the web site
http://www.wslhd.health.nsw.gov.au/Research--Education.
Westmead Medical Research Foundation
My Westmead is a fundraising initiative of
Westmead Medical Research Foundation.
Funding raised goes towards continuing health
and research for Westmead Hospital and provides
state-of-the-art medical equipment to support
new research.
You can get involved in the My Westmead
program by; attending an event, hosting your
own fundraising event, asking for a presentation
for your community group or club, purchasing My
Westmead merchandise, placing a coin box at
your business counter, partnering with us to
sponsor the program or event, signing up for our
newsletter, volunteering, becoming a regular
donor or simply by making a donation.
To learn more or make a donation please visit
www.wmrf.org.au or contact us on:
T: 1800 369 037
E: [email protected]
P: PO Box 74 Westmead NSW 2145.
Westmead Millennium Institute for Medical
Research
Researchers at Westmead Hospital are working
with Westmead Millennium Institute (WMI) with a
‘Bench to Bedside’ approach to Medical Research.
WMI is located adjacent to the Westmead
Hospital and is one of the largest medical research
centres in Australia.
Western Sydney Primary Health Network
WentWest is the Primary Health Network (PHN)
provider for Western Sydney Local Health District.
The establishment of PHN is to increase the
efficiency and effectiveness of medical services for
patients, particularly those at risks of poor health
outcomes, and improving the coordination of care
to ensure patients receive the right care, in the
right place, at the right time. For more
information go to http://www.wentwest.com.au/.
W E S T M E A D H O S P I TA L
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PAT I E N T I N F O R M AT I O N
EDUCATION / TEACHING HOSPITAL
Medical and Nursing Students
Westmead Hospital is an active teaching hospital
for Medical, Nursing and other healthcare
specialties. Mentoring of students by senior
clinicians in a clinical setting is a part of the
practical experience to develop the next
generation of health care professionals.
During your visit to hospital you may be routinely
assessed by a student under the guidance of the
supervising clinician or asked for an invitation for
a student to join the conversation with the
Medical team on your care. This is an active and
important learning process that Westmead
Hospital encourages you to support. If you have
any questions speak to your Medical team.
COMMUNITY SERVICES
Connecting Care
Connecting Care in the Community, part of the
NSW Chronic Disease Management Program, is
an initiative of the NSW Ministry of Health that
aims to improve the health and wellbeing of
people with chronic health conditions.
This service is free and can help people 16 years
of age and over who have at least one of the
following diseases: Coronary Artery Disease,
Hypertension, Chronic Obstructive Pulmonary
Disease, Heart Failure and Diabetes.
The Connecting Care in the Community Program
provides care coordination services that can assist
and connect patients to the best care available by:
- Helping them to understand and receive the
services needed to manage their health
- Development of a shared care plan together
with the patient, family and carer, the patient’s
local doctor, medical specialists and other
treating health care professionals
W E S T M E A D H O S P I TA L
26
- Providing telephone advice and assistance
through the Connecting Care Contact Centre.
The Connecting Care in the Community Program
also offers health coaching, education and advice
about:
- Health conditions and medical terms
- Medicines and how to take them
- Healthy lifestyle changes
- Symptom Management.
Patients or Carers can ask their doctor, nurse and
allied health service provider for additional
information or may ring the Connecting Care
Contact Centre on 1800 113 644.
Midwifery Home Visiting
For women who live within the local health
district, there is a postnatal home visiting service
available within the first week following birth.
Access to this can be arranged by discussing with
the Medical team at the time of discharge.
Women’s Health and Maternity Services
Westmead Hospital offers a large range of
services for pregnancy and birth care, and all
gynaecological needs including contraception,
fertility and cancer surgery.
For access to the Women's Health Clinic for
Antenatal care (women residing in the
Parramatta, Holroyd and Baulkham Hills Local
Government Area's), a referral for antenatal care
is required from your GP. This can be emailed to:
WSLHD-WestmeadPregnancyBookings@health
.nsw.gov.au or faxed on 9845 5198.
All enquiries for Parent Education Classes can be
emailed to [email protected]
.gov.au.
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PAT I E N T I N F O R M AT I O N
Post-Acute Community Services
- Podiatry
Post-Acute Community Care (PACC) is a multidisciplinary team of health professionals who offer
home treatment, as an alternative to hospital
care, for the person who requires acute/postacute care and who may be treated safely and
effectively in the community, which may include
aged care facilities, workplaces and schools.
Note: service only takes referrals from inpatient
visits.
- Occupational Therapy
Post-Acute Community Care
Building 83 Cumberland Hospital
T: 8838 6333.
- Physiotherapy T: 9845 6500
- Dietetics
- Centre Based Aged Respite.
Sexual Assault Services
Sexual Assault Services (SAS) provide crisis and
ongoing counselling to victims of sexual assault
and their non-offending caregivers/family
members, court preparation, support and forensic
and medical examinations for victims of sexual
assault. SAS services are based in:
Sexual Assault Services (SAS)
Community Health
Services available are as listed below. For more
information or to make a referral contact the
Central Referral Service on 1800 600 681.
Westmead – Grevillea Cottage T: 9845 7940
Child and Family Services
Child Protection Counselling Services (CPCS)
provide therapeutic, counselling and casework
services to children, young people and their
families when physical abuse, emotional abuse,
neglect or exposure to domestic violence has
occurred within the family. Referrals can only be
made by Community Services. The CPCS is based
at Blacktown.
Child and Family services provide a range of
services to children, young people and their
families including:
- Counselling and Support
- Children’s Speech Pathology
- Children’s Occupational Therapy
- Child and Family Health Nursing service.
Complex, Aged and Chronic Care Services
Complex, Aged and Chronic Care services provide
a range of services to people of all ages with
chronic and complex health conditions including:
- Community Nursing Services
- Wound Management
- Palliative Care
- Continence Assessment
- Chronic Illness Management
W E S T M E A D H O S P I TA L
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Blacktown – Unit 1 Marcel Cr T: 9881 8700.
Child Protection Counselling Services
Child Protection Counselling Services (CPCS)
T: 9881 8787
Child Protection Helpline (24hr) T: 132 111 or
TTY users: 1800 212 936 (hearing impaired).
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PAT I E N T I N F O R M AT I O N
Youth Health Services
Youth Health provide a range of health services
for young people aged 12-24 years of age
including nursing, health care coordination,
counselling, referral, assessment, information,
support, health education and groups, a basic
needs program including showers, laundry, postal
drop and food, medical and dental clinics.
Services are provided from two sites including the:
Western Area Adolescent Team
Buran Cl Mt Druitt T: 9881 1230
[email protected]
High Street Youth Health Service
65 High St Parramatta T: 9687 2544
[email protected]
PROGRAMS & INITIATIVES
Between The Flags Program
Staff at Westmead Hospital are committed to
making sure patients are in a place of safety. The
Between the Flags Program provides a safety net
in all NSW public hospitals and healthcare
facilities that reduces the risks of patients
deteriorating unnoticed and ensures they receive
appropriate care in response if they do.
The Program uses the analogy of Surf Life Saving
Australia's Lifeguards and Life Savers who keep
people safe by ensuring they are under close
observation and respond rapidly, should
something go wrong.
Carers Program
A carer is a person who provides ongoing
personal care, support and assistance to any other
individual because that other person has a
disability that is permanent (or likely to be
permanent), has a medical condition, has a
mental illness or is frail and aged. Carers are
unpaid but may receive Government allowances
for their caring responsibilities.
We recognise and value the knowledge and
support carers give to the people they care for.
We welcome carers to be part of the patient’s
health care team.
Please let staff know if you are a carer or have a
carer. Tell staff the best contact details to note on
the patient records.
If you need an Interpreter please ask staff to book
one for you. Interpreters are available 24/7free of
charge.
Should you need further information about the
Carer Program please contact the Patient and
Carer Experience Officer on 9845 9925.
Falls Prevention
More than 1 in 3 people aged +65yrs fall at least
once a year and many fall often. Falls incidents
are high in hospitals.
The falls prevention program aims to reduce the
incidence and severity of falls and reduce the
social, psychological and economic impact of falls
among older people, families and carers.
For information flyers on falls prevention for
advice on a range of health conditions go to the
clinical excellence commission website:
http://www.cec.health.nsw.gov.au/programs/fallsprevention/falls-one-page-flyers.
Hand Hygiene
Hand Hygiene using soap and water or alcohol
based hand rub is currently the single most
effective intervention to reduce the risk of
hospital-acquired infections in Australian
hospitals. Your healthcare worker should always
perform hand hygiene in front of you; if you did
not see them and are worried please feel free to
remind them. Your visitors are encouraged to also
perform hand hygiene before and after visiting
you. We can all play a major role in stopping the
spread of infections to our family and friends.
W E S T M E A D H O S P I TA L
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PAT I E N T I N F O R M AT I O N
REACH
Skin Integrity and Pressure Injury Prevention
Recognise – concerning changes in the patient
Your Health Team are always concerned about the
condition of your skin. Your skin will often alert
us to changes in your body.
Engage – your nurse
Act – by asking for a Clinical Review
Help is on its way
Please pay attention to your skin and check all of
your body at least once a day. Pressure can cause
colour changes particularly on your tail bone,
buttocks, heels and elbows.
REACH is an initiative to encourage patients,
carers, family and friends to identify and escalate
concerns to their nurse about the patient while
they are in hospital. The REACH model a graded
approach to patient and family activation
escalation.
If you, your family, friends or carer notice any
colour changes, sensation changes or any other
changes to your skin please notify any member of
your Health Team or staff, so this can be looked
at and assessed. Pressure injury prevention is
essential to ongoing good health.
Call – 111 on ward phone ask for the REACH
team
W E S T M E A D H O S P I TA L
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Westmead Hospital 2015:West Mead. 2005 3/03/16 11:13 AM Page 35
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Westmead Hospital 2015:West Mead. 2005 3/03/16 11:13 AM Page 38
Absolute
Waterfront Apartments
A Community Transport Program
Designed for frail, older people, people with
disabilities, their carers and transport
disadvantaged residents servicing
Parramatta & Holroyd.
Community Wheels provide transport
services in Parramatta and Holroyd for
individuals and groups who are unable to
use existing means of public transport, thus
avoiding isolation and improving their
independence and well being. We transport
clients daily to medical appointments,
local day centres, shopping centres
and social outings.
Fully Furnished Apartments.
Studios, One, Two and Three
bedrooms apartments.
• Westmead - walk to Hospital
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• Other locations see website
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Office Address - Suite 15/103 George St
Parramatta NSW 2150
Unit 3E 6
BOUNDARY ROAD
NORTHMEAD 2152
Enquiries/Bookings:
(02) 8868 1400
Phone 02 8843 1300
Discounted room rates available for
those attending the medical precinct
• 24 hours reception
• Wireless broadband
• Foxtel
• AJ’s Café onsite
175 Hawkesbury Road
Westmead
NSW 2145
02 9635 1233
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An activity of Parramatta Mission
Westmead Hospital 2015:West Mead. 2005 3/03/16 11:13 AM Page 39
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Westmead Hospital, Westmead, NSW - Published December 2015/Review December 2016