Download Your stay at the Women`s - Parkville

YOUR STAY
AT THE WOMEN’S
Feedback
The Royal Women’s Hospital aims to develop
health information that is useful for women and
their families. We welcome your comments at
all times. If you have anything you wish to tell us
about this booklet please contact the Women’s at
[email protected].
You can also send comments to Women’s Consumer
Health Information, The Royal Women’s Hospital,
Locked Bag 300, Cnr Grattan St and Flemington Rd,
Parkville, Vic 3052
Disclaimer
The Royal Women’s Hospital does not accept any
liability to any person for the information or advice
(or use of such information or advice) which is provided
in this booklet or incorporated into it by reference.
We provide this information on the understanding that
all persons accessing it take responsibility for assessing
its relevance and accuracy.
Women are encouraged to discuss their health needs
(or their baby’s health needs) with a health practitioner.
If you have concerns about your health or your baby’s
health, you should seek advice from your health care
provider or if you require urgent care you should go to
the nearest emergency department.
© The Royal Women’s Hospital, January 2015
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THE WOMEN’S YOUR STAY
CONTENTS
WELCOME
5
GETTING TO THE WOMEN’S
6
FIND YOUR WAY AROUND THE WOMEN’S
8
YOUR STAY
10
Visiting hours
10
Need an interpreter?
10
Meals10
Personal belongings
11
Audio and visual recording
11
Your bedside console
12
Television12
Telephones and WiFi access
12
YOUR CARE
13
Why do we ask so many questions?
13
Tell us about your medicines
14
Preventing infection
15
If you need a blood transfusion
15
Are you or your baby becoming unwell?
16
Pain relief
17
Smart Move, Smart Lift
18
Preventing falls
19
Pressure injuries
20
Handover of your health information
21
SERVICES AT THE WOMEN’S 22
Aboriginal and Torres Strait Islander
women and families
22
Pastoral care, seating areas and quiet spaces
22
Child Care service
23
Ground floor services
23
WHEN YOU GO HOME
25
YOUR RIGHTS AND RESPONSIBILITIES
26
Informed consent
27
TELL US WHAT YOU THINK
28
NEED MORE INFORMATION?
31
THE WOMEN’S YOUR STAY
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THE WOMEN’S YOUR STAY
WELCOME TO THE WOMEN’S
We are committed to providing the highest standard of service and care
to all our patients. If you have any questions or concerns you should ask
your nurse or midwife for help.
About this booklet
This booklet is for women and the
parents of babies who are patients at
the Royal Women’s Hospital, Parkville.
The information aims to make sure you
are safe and well cared for during your
time with us.
For further information about your care
at the Women’s, or information about your
condition, visit: www.thewomens.org.au
You can also visit or telephone the
Women’s Health Information Centre,
which is on the Ground floor, near the
information desk. The centre is open
during normal business hours
(9.00am to 5.00pm Monday to Friday).
The telephone information line is
(03) 8345 3045 or 1800 442 007
(rural callers).
THE WOMEN’S YOUR STAY
5
GETTING TO THE WOMEN’S
The Women’s is at the corner of Grattan Street and Flemington Road in
Parkville (Melway Map 2B A7).
Wheelchair access is available at the
hospital’s main entrance on Grattan
Street (Ground Level) and the Women’s
Emergency Care entrance on Flemington
Road (Lower Ground entrance).
Visitor car parking
Limited underground car parking is
available at the Women’s main building,
accessed from the Flemington Road
car park entrance.
There are dedicated spaces for visitors
and patients and a small number
of short-term (30 minute) parking
spaces for pick-up and drop-off only
at the Lower Ground Level, also off
Flemington Road.
There are a number of parking bays set
aside for disabled visitors and patients
on level B1.
Lifts lead directly to the main reception,
outpatient services or private consulting
suites. There are bicycle racks at the
hospital’s main entrance (Grattan
Street) and the Emergency entrance
(Flemington Road).
Limited street meter parking is available
in streets surrounding the hospital.
Check signs for restrictions.
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THE WOMEN’S YOUR STAY
The car park is operated by
Wilsons Parking and is open
6.00am to 9.00pm daily.
For more information:
www.wilsonparking.com.au/park/3244_
Royal-Women
Public transport
The Women’s is well serviced by public
transport with tram and bus stops for
several routes within easy walking distance
of the hospital.
For information regarding train, tram and bus
routes and timetables call 1800 800 007 or visit
http://ptv.vic.gov.au/timetables
Taxis
There is a taxi rank in front of the hospital
in Grattan Street.
Mailing address
The Royal Women’s Hospital
Locked Bag 300
Grattan Street and Flemington Road
Parkville VIC 3052
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FIND YOUR WAY AROUND THE WOMEN’S PARKVILLE
LOWER GROUND
Emergency & Admissions
Women’s Health clinics & Pregnancy clinics
Car parking entrance
Pregnancy Day Care
Public toilets
Pauline Gandal Women’s Imaging Centre
Payphone
Pharmacy for hospital patients
GROUND
Reception
Women’s Health Information Centre
Sacred Space
Badjurr-Bulok Wilam
Women’s Counselling & Social Support
Retail & food precinct
Public toilets
Payphone
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LEVEL 1
THE WOMEN’S YOUR STAY
Physiotherapy
Nutrition & Dietetics
Consumer Advocate
Public toilets
Payphone
LEVEL 2
LEVEL 5
Reproductive Services
Women’s Health Wards
5 North and 5 South
Women’s private consulting suites
Complex Care
Frances Perry House
private consulting suites
Public toilets
Public toilets
Payphone
Payphone
LEVEL 3
LEVEL 6
Frances Perry House private hospital
Birth Centre
Day Surgery
Payphone
LEVEL 4
Maternity Wards
Newborn Intensive & Special Care
LEVEL 7
Women’s Research Precinct
Frances Perry House private hospital
University of Melbourne
Department of Obstetrics & Gynaecology
Public toilets
Breastfeeding Service
Hospital garden courtyard
Public toilets
Payphone
THE WOMEN’S YOUR STAY
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YOUR STAY
There are two discharge times each day:
»» Morning discharge: 9.30am
»» Maternity afternoon discharge:
from 3.30pm
Visiting hours
Visitors are welcome at the Women’s.
Maternity Wards
Visiting hours (general): 2.30pm to 8.00pm.
Visiting hours for partners:
8.00am to 8.30pm.
For the comfort, health and safety
of our patients, we ask visitors to respect
our visiting hours.
Gynaecology & Women’s Health Wards
If your family, friends or carers feel ill,
have an infection or have recently been
unwell, ask them not to visit until they
have fully recovered.
Visiting hours for partners: 8.00am to
8.30pm. Alternative visiting hours may
be negotiated with the nurse-in-charge in
special circumstances.
Newborn Intensive & Special Care
Visiting hours (general): 2.30pm to 8.00pm.
Visiting hours for parents are unrestricted.
We ask that no more than three people
(including the baby’s parents) are
at a baby’s bedside at any one time.
Family and friends (including children)
may visit babies in intensive or special care
according to the wishes of the parents.
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Written permission from the parents
is required for family members or friends
to visit in the absence of parents.
THE WOMEN’S YOUR STAY
Visiting hours (general): 2.30pm to 8.00pm.
Need an interpreter?
The Women’s encourages the use of
professional interpreters to ensure that
women whose first language is not
English are able to communicate with their
health professional. You can request an
interpreter, including an Auslan interpreter,
when you are arranging your stay on the
ward. You can also ask your midwife or
nurse if you would like an interpreter.
Enquiries
Audio and visual recording
The number for patient enquiries is
(03) 8345 3030.
You’re welcome to film or record in the
hospital when it is safe and appropriate
to do so. However, there are times when
taking photographs, filming or recording
can affect your care, breach the privacy
of other patients or breach the privacy of
Women’s staff members.
Visitors’ toilets
Visitors’ toilets are located in the lift
foyers on each floor or near the main
reception desk.
Meals
Patient meals are served at the following
approximate times:
»» Breakfast – 8.00am
»» Lunch – 12.30pm
»» Dinner – 6.30pm
Please tell the meal staff if you have any
allergies or specific dietary requirements.
Personal belongings
We advise that a minimum amount of
money be kept with you and that your
valuables should be taken home if
possible. If you would like to purchase
newspapers or other small items while
you’re in hospital, small notes and
change are appreciated by the volunteers
who sell them. Please keep any valuable
items with you at all times or locked
securely in the your safe in your room.
You don’t need permission to photograph,
film or record yourself or a loved one
while in the hospital as long as you
don’t photograph, film or record a member
of staff or any other patient or visitor.
This includes capturing the voice or image
of anyone nearby.
You can photograph, film or record
clinical care – such as the birth of a baby –
if you have permission of all staff members
involved in the clinical care.
You must stop photographing, filming or
recording at the request of clinical staff at
any time.
We ask that any material featuring
a member of the Women’s staff is not
posted online or on any form of social
media (Facebook, Instagram, Twitter etc.)
without their permission.
Ask a staff member if you are uncertain
when it is appropriate to take a photo, film
or record.
Please let the nurse or midwife know if you
have brought any electrical equipment with
you that you would like to use during your
stay with us.
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11
Your bedside console
To operate the TV:
Your bedside console has a number
of functions. It allows you to call the nurse
or midwife, control the TV and has a
speaker for the TV and radio. Your nurse
or midwife will explain how to use it and
other call devices located throughout
your room.
Turn the TV on using the blue button on
your remote control.
Please be considerate of fellow patients
when you are watching or listening to
the TV or radio.
Nurse/midwife call system
Channel up/down
(green/red)
TV on/off (blue)
Volume up/down
(grey)
Television
You have free access to the Women’s
Educational Channel (41) on your
TV; a fee is charged for access to all
other channels.
On Channel 42 is information about the
television system and channels as well
as information about the hospital.
To gain access to all TV channels,
collect a form from your ward’s main
reception desk and present it with the fee
payable at the Cashiers Office (Ground
floor) between 7.00am and 4.30pm or
after hours at Admissions in Emergency
(Ground floor).
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THE WOMEN’S YOUR STAY
(green and red) to change the channel.
»» Use the left and right arrows (grey)
to adjust the volume.
»» Care of the mother and baby programs,
and other health related shows, are free
and available on the Education Channel
– Channel 41.
Telephones and WiFi access
Nurse/midwife
call (green)
Over bed light
(yellow)
»» Use the up and down arrows
You can receive outside calls directly
to your bedside phone. Callers can ring
patient enquiries on (03) 8345 3030, let the
operator know they would like to speak
to a patient and give your name. The
operator will then transfer the call to you.
To make outside calls on your bedside
phone you will need a phone card.
These can be bought at the Cashiers
Office (Ground floor) or at Admissions
in Emergency (Lower Ground floor)
after hours.
Payphones are also available in the
Ground floor foyer and on the Lower
Ground floor, and on levels 2, 3, 4 and 5.
You are able to use your mobile phone
while you are in the hospital, although
please maintain a distance of one metre
from any medical equipment. Please be
considerate of others when using your
mobile phone or tablet.
Limited WiFi access is available for patients
and visitors.
YOUR CARE
Why do we ask
so many questions?
The Women’s is committed to ensuring
your safety. To assist with this, we need
to know who you are. To make sure you
or your baby are safe and receiving the
correct treatment, procedures/tests and
medications, we will check your identity
many times.
On each occasion, we will check you or
your baby’s:
»» full name
»» address
»» date of birth.
Then we will check this against your:
»» medical record
»» Unit Record (UR) number, which is your
own unique identifying number within
the Women’s
»» written consent form (if applicable)
»» patient identification bands (wrist bands)
What you can do
»» Ensure staff check you or your baby’s
identity and any allergies you may
have before you or your baby are given
any medicines.
»» Let us know if any of you or your baby’s
personal details on the consent form are
incorrect or have changed.
»» Make sure you know who you or your
baby’s nurse/midwife is for each shift.
All staff should be wearing an
identification badge. If you are not
sure who someone is, please ask.
»» Ask to see and read your consent form
before your treatment/procedure.
»» Make sure the surgery, procedure or
treatment you or your baby are having
is explained to you and is what your
agreed to. If there is a mistake, please
point this out and ask for a new consent
form to be completed and signed.
»» If something does not look right, or you
hear something that is wrong, please let
us know immediately.
if you are wearing them
»» prescription or medication chart.
THE WOMEN’S YOUR STAY
13
Tell us about
your medicines
Some things you can do to help manage
your medicines:
»» Bring all of your medicines to hospital
Medicines are an important part of your
treatment. When you’re admitted to hospital
we will ask you what medicines you take.
Knowing about your medicines will help us
make the right decisions about your health.
It can also help us to prevent mistakes.
Over-the-counter medicines, vitamins and
natural therapies are just as important to
mention as prescription medicines. Please
tell us what you take and what works for
you – your experience is important.
Tell us if you are using:
»» tablets from a pharmacist or supermarket
»» liquid medicine like cough syrup
»» natural therapies like herbs and tinctures
»» vitamins
»» medicated creams/patches
»» puffers/inhalers
»» eye drops
»» any other drugs or substances.
with you.
»» Keep an up-to-date list of your
medicines and show it to staff when
you’re admitted.
»» Ask for an updated list of your
medicines before you go home.
This list will be helpful for your local
doctor and pharmacist.
»» Tell us if you’ve had allergies or bad
reactions to medicines in the past.
»» While you’re in hospital, don’t be afraid
to ask what medicines you’re receiving
and why.
Your hospital pharmacist will review your
medicine chart on a regular basis and
work with your doctors to ensure medicines
prescribed are appropriate and safe
to use. If you are discharged and require
medicines, you will receive information
about that medicine.
Pharmacy hours: Monday to Friday
8.30am to 5.00pm.
Invoices for discharge medicines can be
paid at the Cashiers Office, Ground floor.
Please show staff your current
Medicare card, plus any other
concession cards, e.g. pension
or health care card, DVA card,
Safety Net entitlement card from
your local pharmacy.
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THE WOMEN’S YOUR STAY
Preventing
infection
If you need
a blood transfusion
Any patient admitted to hospital may
have a risk of getting an infection, either
through invasive procedures or because
of their illness. Hospital staff employ
many strategies to reduce this risk.
A blood transfusion is the transfer of blood
from one person to another. In rare cases
you may need a transfusion while you’re
in hospital because of your condition or
because of the treatment you are receiving.
Patients and visitors also have a role in
preventing infection in hospitals.
Before consenting to a blood transfusion,
ask why you need a transfusion and
what the benefits and risks are for you.
If you don’t understand why a blood
transfusion is necessary, don’t be afraid
to ask questions or for more information.
The best way to prevent infection is to
perform ‘hand hygiene’. You can clean
your hands with soap and water if they
are dirty or soiled or use an alcohol-based
hand rub on visibly clean hands.
Clean your hands:
»» after going to the toilet
»» before touching food or eating
»» after sneezing, coughing or disposing
Australia has an extremely safe blood
supply. All donated blood is tested for
blood-borne diseases like HIV, hepatitis
and syphilis. The risk of contracting any
type of infection from a blood transfusion
is very low.
»» before and after touching a dressing.
Most people who receive a blood
transfusion do not experience any side
effects and any reaction is usually mild.
The most common reactions to a blood
transfusion are:
Please ask your visitors or carers:
»» fever
»» not to visit if they feel unwell or have
»» rash
of tissues
»» before touching your eyes, nose
or mouth
a cold, have a rash or have been
vomiting or had diarrhoea
»» itching.
»» to use the alcohol-based hand rub when
they first come in and when they leave
»» to follow any special precautions.
Sometimes visitors may be asked to
wear a mask or gown. This may be
a precaution for them or for you
»» not to touch your dressings, drips
or other equipment around your bed.
Our staff are happy to be asked
‘Have you cleaned your hands?’
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15
Very rarely, severe reactions can be
life-threatening. Remember to tell your
doctor if you have ever had a reaction
to a blood transfusion.
So that your blood transfusion can
be given as safely as possible there are
strict procedures staff must take before
every transfusion.
»» Every time you have blood taken for
matching you will be asked for your first
name, family name and date of birth.
»» Your armband will also be checked.
»» Before your transfusion, staff will
check your identity again, as well as
the unit of blood.
Are you or your baby
becoming unwell?
If you feel that you are becoming unwell
or you notice your baby is getting sick,
tell a member of staff immediately or
ring the nurse/midwife call bell.
If there is no response within 10 minutes
and you are still feeling unwell or
concerned about you or your baby’s health,
phone 2020 on your bedside phone.
A senior staff member will respond and
assess you.
If you are a visitor and you notice
a patient’s health is getting worse
– please tell a member of staff.
Urgently tell the nurse, midwife
or doctor if your baby:
»» stops breathing or goes blue
»» has a fit/convulsion/seizure
»» cannot be woken
»» is not taking any notice of loud
noises, a bright light shone in their
eyes or a gentle pinch on the arm.
Inform the nurse, midwife or doctor
if your baby:
»» In the first 24 hours of life:
-- has not fed for more than 6 hours
-- has not had a wet and/or dirty nappy
-- has yellow-looking skin
»» Arm, leg and body movements
get very fast and your baby appears
very restless
»» Body, head, neck, arms and legs
appear floppy
»» Breathing is really fast and making
grunting noises
»» Cry is unusual (e.g. weak, high-pitched,
moaning or painful cry)
»» Poo (stool/faeces) has any blood in it
»» Skin seems very pale or is turning yellow
»» Tummy (stomach) or the bottom of
their chest draws in with each breath
»» Vomiting a lot
»» Vomit is not clear or not milk or
lemon-coloured.
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THE WOMEN’S YOUR STAY
Pain relief
Severe pain after surgery or the birth
of a child was once something people
thought they had to put up with. With the
availability of new methods of pain relief,
it is recognised that good pain control
can help you:
»» be more comfortable while you heal
»» recover more quickly and perhaps leave
hospital sooner.
Letting your nurse, midwife or doctor know
when you have pain will allow them to work
out what is causing your pain and choose
the best form of pain relief.
How painful is it?
There are several methods that can be
used for rating or describing your pain:
»» scoring your pain between 1 and 10.
No pain is scored as 0 and the worst
pain you could ever imagine is 10
It is very important to us that your pain
is well controlled.
»» rating your pain as either no pain, mild
Who is involved?
»» describing the type of pain you have.
A range of health care professionals
may work with you to control your pain.
They include nurses, midwives, doctors,
pharmacists and physiotherapists.
The Women’s also has an Acute Pain
Service (APS) staffed by a team of
nurses, midwives and anaesthetists with
specialised knowledge and experience in
the treatment of acute pain.
You are also important in the management
of your pain. Only you know what you
are feeling and so you are the best
person to decide if you need more pain
relieving medicines.
pain, moderate pain, severe pain
Some words for pain include sharp;
hot; stinging; cramping; dull; burning;
tingly; numb; shooting; stabbing;
aching; throbbing.
Methods of pain relief
There are a variety of ways you may be
given pain relief:
»» Tablets or capsules are the most
common way of giving pain medicine
and should be effective within 15 to 45
minutes after swallowing.
»» Injections can be used to give
strong pain medicines, and are
sometimes used during labour and
in special instances.
»» Patient controlled analgesia (PCA)
allows you to have control over your
own pain relief. When you feel
uncomfortable you press a button that
is attached to a PCA pump. The pump
injects a small dose of the medicine
into an intravenous (IV) cannula inserted
in your vein. You should press the PCA
button when your pain starts to become
uncomfortable; do not wait for the pain
to become severe.
THE WOMEN’S YOUR STAY
17
It’s very important that you tell the nurse/
midwife or doctor if you have taken your
pain medicine and the pain does not go
away. At different times during the day
you may require more pain medicine to
provide adequate pain relief; for example,
when performing your physiotherapy
exercises or showering. If you have had
all the pain medicines that have been
prescribed and you are still feeling sore,
then you should ask to be seen by your
doctor. If you have been seen by your
doctor and you are still in pain, you can
ask to be seen by someone from the Acute
Pain Service (APS).
Smart Move, Smart Lift
To help with your recovery after surgery
or giving birth, staff will encourage you to
move regularly and as soon as possible.
In hospital, if you need help moving, we
will use a program called Smart Move,
Smart Lift to ensure staff are safe and
avoid risk of injury. There may be specialist
equipment that is used to assist you with
your movement. The staff will explain the
workings of any equipment that is required
to assist you to move.
»» Epidural analgesia and patient
controlled epidural analgesia
(PCEA) are pain medicines given
through a small tube placed in your
back. They are often a mixture of local
anaesthetic and an opioid. Epidural
analgesia can be used to treat pain
following surgery and for pain relief
during labour. The function of a PCEA
is similar to that of PCA.
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THE WOMEN’S YOUR STAY
During your stay in hospital, a nurse or
midwife will regularly assess your ability
to sit in bed, stand and walk. Sometimes
a physiotherapist will complete the
assessment. The assessment will be
included in your clinical notes.
Preventing
falls
As a patient you have a higher risk of falls.
Falling is more likely when you:
»» are unwell
»» have low blood pressure
»» are taking certain medicines
»» are pregnant
»» have just given birth
»» have had a general, epidural
or spinal anaesthetic
»» have had an operation
»» have been in bed for awhile
»» are in an unfamiliar place
»» have poor eyesight.
There are a number of ways to avoid falls:
»» Always wear supportive, flat, non-slip
shoes or slippers (don’t walk in socks
or stockings).
»» Bring your eyeglasses, walking aids
and appropriate footwear to the hospital
and use them when walking.
»» Get to know the room and area you
are in.
»» Let staff know if there are things on the
floor in your way, or if a spill occurs.
»» Make sure you can reach your call
button easily.
The following information is particularly for
patients who have recently given birth, had
an epidural or spinal anaesthetic, must
spend long periods in bed, or have lost a
lot of blood.
»» Check with your nurse or midwife before
getting out of bed.
»» Ask staff to help you when you get out
of bed.
»» When you have a shower, use a shower
chair to sit on.
»» After an epidural or a spinal anaesthetic,
wait until you have full leg sensation and
strength before trying to stand or walk.
»» Let staff know if you are feeling unsteady
on your feet.
How to prevent your baby from falling:
»» Put your baby to sleep on their back in
their cot next to your bed.
»» Keep a constant eye on your baby when
they are on a surface such as a change
table or bed.
»» Put your baby in their cot if you are
sleepy or you have taken strong
medication for pain relief. If you fall
asleep holding your baby they can fall
from your arms.
Advice for family or visitors:
»» If your relative or friend is confused,
stay with them as much as possible.
»» Let a staff member know when
you leave.
»» At night, turn your light on before getting
out of bed.
»» Take your time getting up from a chair
or out of bed.
THE WOMEN’S YOUR STAY
19
Pressure
injuries
Even though getting moving is sometimes
difficult, a few simple actions can save you
a lot of pain:
A pressure injury, also known as a bed
sore or ulcer, can form when you spend
a long time sitting or lying in the same
position. The risk of a pressure injury
increases if you have to stay in bed or
a chair, have limited sensation or
circulation, or you’re not eating well.
Having an epidural may also increase
the risk of a pressure injury.
You can get pressure injuries anywhere
on your body but you are more likely
to get them in places where you are bonier
and have very little padding, for example:
»» Move, move, move
-- Whether you are lying in bed
or sitting in a chair, keeping
active and changing your position
frequently is the best way of
avoiding a pressure injury.
-- If you are unable to move yourself,
the staff will help you change your
position regularly.
-- Special equipment such as air
mattresses, cushions and booties
may be used to reduce the pressure
in particular places.
»» Look after your skin
Back
of head
Shoulder ElbowButtocks
Heel
Diagram courtesy of Clinical Excellence Commission,
State of New South Wales Pressure Injury Prevention
Early signs that you are getting a bed
sore or pressure injury are:
»» constant redness
»» broken or blistered skin
»» tingling and/or numbness.
If you notice any signs of pressure
injury, tell your doctor, nurse or
midwife immediately.
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THE WOMEN’S YOUR STAY
-- Keep your skin and bedding dry.
Let staff know if your clothes or
bedding are damp.
-- Tell staff if you have any tenderness
or soreness over a bony area or if
you notice any reddened, blistered
or broken skin.
-- Avoid massaging your skin over
bony parts of the body.
-- Use a mild soap and moisturise
dry skin.
»» Eat a healthy and nutritious diet.
Handover of your
health information
If information or instructions are unclear or
confusing you can ask:
»» for the information to be written down
During your stay at the Women’s
a number of different staff including
doctors, midwives, nurses, pharmacists
and allied health professionals are likely
to be involved in your care. All these staff
have access to your health information.
This is called clinical handover.
for you
»» to have the information repeated when
you have a family member or carer
present and they can also ask questions
»» for an interpreter if English is your
second language.
This sharing is required so that:
You have the right to:
»» if there is an emergency your health
»» access your medical record
information can be quickly accessed
»» staff can give you appropriate treatment.
You are an important part of this process
and you will be involved in the handover
of your care at your bedside. Family and
partners are welcome to participate as
well, but if you would prefer them not to
be present, please let staff know on your
arrival or before handover. If you would
prefer not to have your care discussed at
the bedside, please let the staff know.
»» know what information is in your
medical record.
Information about your stay and treatment
is also provided to your local doctor to
continue your healthcare.
If anything discussed is incorrect or
you don’t understand, please let us
know and ask us to explain.
THE WOMEN’S YOUR STAY
21
SERVICES AT THE WOMEN’S
ABORIGINAL AND TORRES STRAIT ISLANDER
WOMEN AND FAMILIES
Badjurr-Bulok Wilam (meaning ‘Home
of many women’ in the Woiwurrung
language of the Wurundjeri Peoples)
provides a drop-in place for women who
identify themselves as Aboriginal and/
or Torres Strait Islander and their families.
Non-indigenous women with indigenous
partners are also encouraged to access
Badjurr-bulok Wilam for support.
This may include support to access the
hospital’s services, information, referral
to services and practical assistance.
Badjurr-Bulok Wilam provides a resting
place for Aboriginal and Torres Strait
Islander women and families attending
the Women’s, where women and families
can sit, yarn and have a cuppa with the
Aboriginal and Torres Strait Islander
Hospital Liaison Officers (ATSIHLO).
Badjurr-Bulok Wilam is right next to
the main entrance of the hospital
(Ground level).
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THE WOMEN’S YOUR STAY
PASTORAL CARE, SEATING
AREAS AND QUIET SPACES
Pastoral Care and Spirituality Services
(PCSS) at the Women’s is a free
confidential service, offering emotional
and spiritual support to all patients,
their family and friends, and staff at the
hospital. Representatives from various
traditions may be available upon request.
Please ask a pastoral care worker which
representatives are available, as they do
change from time to time.
The PCSS team can be contacted
Monday to Friday 9.00am–5.00pm.
Seating areas: We offer a number of
comfortable seating areas around the
atrium and right next to the main entrance
of the hospital (Ground floor).
Breastfeeding rooms: The Women’s
is a baby-friendly hospital and women
are encouraged to breastfeed wherever
they feel comfortable. There are also
breastfeeding rooms available for visitors
and patients near the Pregnancy Clinics
on Level 1.
Internal garden courtyard: We have
a garden courtyard for patients and
visitors, allowing for a break and some
fresh air away from the wards and
nurseries (Level 4).
Sacred Space: We offer a multi-faith
Sacred Space for patients and families
to use for reflection and prayer as well
as the lighting of candles and incense.
There are sacred texts as well as a prayer
journal for recording thoughts. We hold an
annual memorial service here each year,
for families and staff who wish to come
together (Ground floor).
Women’s Health Information Centre:
Our Women’s Health Information Centre
offers you access to a qualified nurse
or midwife to discuss any of your health
questions as well as a specialist library
full of useful health information. It is a
free and confidential service for patients
and visitors, located just next to the main
entrance of the hospital (Ground floor).
GROUND FLOOR SERVICES AT THE WOMEN’S
»» ATM and Commonwealth Bank
»» Australia Post
»» Chemist
»» Cafés: Zouki cafeteria and Isabella Café
»» Clothes: Regina Boutique sells men’s,
women’s and baby clothes and jewellery
»» Convenience store: Newspapers,
magazines, gifts, snack food and
confectionery
»» Florist: With Flowers
»» Gifts: The Chocolate Box. Gifts are also
sold occasionally at the Volunteer desk
»» Hairdresser and beauty salon: ID Salon
CHILD CARE SERVICE
The Women’s Child Care Centre at Parkville
offers occasional care to patients’ children.
The Centre provides care for children
aged 12 weeks to 7 years and operates
Monday to Friday 9.00am to 5.00pm.
It is located on the Ground Floor of the
Women’s at Parkville.
Occasional care places are available
for two hours and bookings are usually
required. Longer care can sometimes
be arranged by discussion with the
child care coordinator. A fee is charged for
the service.
To arrange child care please call the
Centre on (03) 8345 2098.
THE WOMEN’S YOUR STAY
23
24
THE WOMEN’S YOUR STAY
WHEN YOU GO HOME
Before you leave the hospital, make sure
you have:
»» any medicines you brought to hospital
»» any medicines that the doctor
has prescribed
»» any X-rays that you may have brought in
»» an appointment to return to the clinic
for a check-up, (usually in six weeks
unless the doctor wants to see you
earlier). If an appointment is not made
at the time of your discharge, it will be
sent out to you in the mail.
»» a medical certificate if you need one.
Some women will also be given a letter for
their GP.
If you have had an operation
The time it takes to recover from a major
operation is different for each person.
We expect that it will take between six
and eight weeks.
Be aware of signs of infection
The following symptoms may be a sign
of infection:
»» sudden hot flushes or sweating
Relevant information about your medical
condition will be forwarded to your GP
or specialist and to community health
workers and service providers involved
in your care, unless you tell us that this
should not happen.
If there is anything you feel you will need
help with when you leave hospital, please
discuss it with staff as soon as possible.
For example:
»» community services
»» medication information and
pharmacy advice
»» follow-up appointments
»» special instructions.
If you usually receive community services
at home, please make sure health service
staff know you receive this help.
If you are going home with a baby
If your baby seems sick or you are
concerned something is wrong:
»» Call the Maternal and Child Health Line
on 13 22 29.
»» Call 24-hour Nurse-on-Call on
1300 60 60 24.
»» high temperatures above 38ºC
»» See your local doctor (GP).
»» sudden onset of pain that is not relieved
»» Attend a hospital emergency
by over-the-counter painkillers.
If you experience any of these symptoms,
or there are any other aspects of your
health you are worried about, please
see your local doctor or come to the
Emergency Department at the Women’s.
department.
For urgent assistance, call 000.
THE WOMEN’S YOUR STAY
25
YOUR RIGHTS AND RESPONSIBILITIES
Your rights
»» participate in making decisions about
As a patient at the Women’s you have
the right to:
»» refuse treatment and services offered
»» make a complaint
»» be treated with respect and dignity
»» receive treatment and care in a
safe environment
»» privacy and confidentiality for your
personal and health information,
except where the law permits this
to be disclosed
»» ask questions about your condition
and treatment options or seek a
second opinion
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THE WOMEN’S YOUR STAY
your treatment or care
to you
»» be accompanied by a support person
where possible
»» ask for an interpreter
»» receive a culturally sensitive service
»» choose to receive care as a public
or private patient
»» see your health records and ask
for information to be corrected if it
is wrong.
Your responsibilities
You are also responsible for your behaviour
and some aspects of your care.
Try to:
»» tell everybody involved in your care
what your expectations are
»» tell staff if you have a problem
»» understand your treatment and ask
questions if you don’t
»» give staff accurate information about
your health and your present treatment
»» tell hospital staff if your
condition changes
You can only give informed consent if you
fully understand why you or your baby are
having the treatment or the procedure;
what is involved; and you understand the
risks of any treatment or procedure. You
also understand the risks of not having the
procedure and what the alternatives are.
Your doctor or medical team will
recommend the best treatment for you
based on their expertise and knowledge.
You have the right to ask questions, to
ask for a second opinion and to refuse
treatment if you wish. But you also have
a responsibility to learn as much as
you can about your condition and the
treatment being offered.
»» be considerate of staff and other
»» If you don’t understand anything your
»» come to your appointments, or tell staff
»» Ask for written information that you
For further information ask for a copy
of the Australian Charter of Healthcare
Rights or go to:
www.health.vic.gov.au/patientcharter
»» Repeat back to the doctor, nurse or
patients and ask your visitors to do
the same
if you need to change an appointment.
Informed consent
doctor, nurse or midwife tells you, ask
them to explain again.
can use to discuss with your friends or
family, and that you can refer back to
when you are making decisions.
midwife what they have said to you.
This will help them know that you
understand what you have been told
about your treatment or your condition.
»» Visit or telephone the Women’s Health
Whenever you or your baby need to
have medical treatment you are normally
asked to give your consent. This may
be verbal consent or you may be asked
to sign a document.
Informed consent is when you
understand the full nature of what you
are agreeing to. This means that the
treatment or procedure, and associated
risks, have been explained in your
language (with an interpreter) and in a
way that you understand.
Information Centre, (03) 8345 3045 on
the Ground floor (near the Information
desk) if you need more information.
It can be difficult to feel ‘fully informed’
about procedures or treatments for
you or your baby. Some procedures are
very complex and difficult to understand.
Some information, however, may help
you to feel more comfortable or more
involved in decisions about you or your
baby’s care.
THE WOMEN’S YOUR STAY
27
TELL US WHAT YOU THINK
Compliments, complaints,
feedback, suggestions
What will happen when I make
a formal complaint?
We welcome your comments, both
positive and negative, about all aspects
of your care at the Women’s. This helps
us to continually improve our services by
letting us know what works well and what
might need to change to improve the
quality and safety of care.
The consumer advocate can offer you
support by:
We aim to provide women with the best
possible care at all times. If this is not your
experience, you have the right to express
your concerns or make a complaint.
Please discuss any complaints or
concerns that you have, no matter how
big or small, with the staff who are caring
for you.
Usually, matters can be resolved
immediately. If not, and you would like
further assistance, you, your partner
or your support person can contact the
consumer advocate.
The consumer advocate is available to
all public and private patients attending
the hospital.
»» confidentially discussing any concerns
that you have, which may include
issues with a service, staff member,
care or treatment
»» investigating your concerns
»» helping you to resolve a problem.
The consumer advocate may:
»» talk about your complaint with the
relevant staff or their manager
»» send you a letter of explanation and/or
apology from the hospital
»» arrange an appointment for you to
discuss your experience and concerns
with the staff involved
»» discuss with you actions that have
resulted from your complaint
»» inform you of what we have done to
minimise the chances of the same thing
happening again
»» suggest another service you can contact
if you are not satisfied with our help.
28
THE WOMEN’S YOUR STAY
THE WOMEN’S YOUR STAY
29
What will not happen when I make
a formal complaint?
What can I do if I am still
not happy?
If you make a complaint it is important to
understand that:
Problems are usually best addressed when
and where they happen. If you are not
happy with the result the Health Service
Commissioner is an independent agency
available to anyone who has a complaint
about a health service provider in Victoria.
»» The details of your complaint are not
included in your medical record.
»» It will not affect your care or treatment
in the hospital.
»» The issues are not discussed with
anybody except the relevant staff.
»» You will not be punished in any way or
made to feel unwelcome in the hospital.
»» The way your complaint is investigated
will always be discussed with you first.
Contacting the consumer advocate
You can contact the consumer advocate
while you are in hospital, or when you
go home. It may take weeks or months for
you to decide that you would like to make
a complaint or express your concerns.
The consumer advocate is available:
Monday to Friday, 9.00am to 5.00pm
Their office is located at:
The Royal Women’s Hospital
Level 1
Grattan Street & Flemington Road
Parkville, Victoria 3052
T: (03) 8345 2290 or (03) 8345 2291
E: [email protected]
You can also call the Women’s switchboard
on (03) 8345 2000 and ask them to page
the consumer advocate.
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THE WOMEN’S YOUR STAY
T: 1300 550 275 (toll free)
E: [email protected]
www.health.vic.gov.au/hsc
NEED MORE INFORMATION?
SPEAK TO YOUR MIDWIFE OR NURSE.
Health information
Women’s Health Information Centre
The Women’s offers a range of health
information in English and other
community languages. Information
is available on the Women’s website:
www.thewomens.org.au
The Centre is on the Ground floor of the
Women’s. A women’s health nurse/midwife
is available to talk to you about any healthrelated questions you may have or you
can browse the Centre’s library collection.
Become a member of the library to borrow
books and DVDs. There is also a range
of brochures and fact sheets in a number
of languages available free of charge.
You can also ask your midwife or nurse
if there is written information available
that will help you to know about your
condition or treatment.
Drop in, telephone or email the Centre.
Monday to Friday, 9.00am to 5.00 pm
T: 03 8345 3045 or
1800 442 007 (rural callers)
E: [email protected]
THE WOMEN’S YOUR STAY
31
D14-156 January 2015
Women’s health is important.
Read our health information
and share our stories.
Please visit: www.thewomens.org.au