Women’s & Children’s Hospital Coming from Out of Town For people from outside Adelaide attending the Women’s and Children’s Hospital Out of Town Contents 1 Welcome 2 Public and private patients 2 2 3 3 Public patients Private patients Non-Medicare patients Single rooms 4 What you need to bring to hospital 5 Pharmacy 6 How am I getting home? 6 Accounts 7 Visiting someone in hospital 8 Accommodation 8 Some accommodation options 9 Accommodation for Aboriginal patients and families 9 Patient Assistance Transport Scheme (PATS) 10 Transport 10 Getting here 10 Getting around Adelaide 12 Adelaide Airport and commercial flights airlines 13 Adelaide City map 14 Parking 15 Hospital map 16 16 16 17 17 17 18 20 20 21 Facilities and shops 21 Long-term patients Baby care facilities Banking Disability access toilets Flowers and gifts Laundry Meals and snacks for visitors Post box Telephones Televisions 21 Butterfly Card 21 Internet access for families 22 Support services 22 23 24 24 25 25 25 Aboriginal Health Unit Chaplains, chapel and prayer room Child minding centre (creche) Access for people with disabilities Interpreter service School at the hospital Volunteers 26 Patient and consumer feedback 26 26 27 27 Who can provide feedback? How can I provide feedback? Consumer Feedback Coordinator What if I am not satisfied with the response to my complaint? 27 28 Privacy and confidentiality Consumers and community participation 28 Other useful resources Out of Town The Women’s and Children’s Hospital (WCH) receives many patients from rural and remote areas. We recognise that having to travel a long way from home for medical treatment or services can be stressful for you and your family, especially if you or your child has to stay at or close to the hospital for some time. It can also be lonely if your family or your partner cannot be with you. This booklet provides information you will need to come to the hospital and includes information about transport, accommodation, the Patient Assistance Transport Scheme (PATS) and other support services and facilities. We hope this information will help make your visit to the WCH a positive experience for you and your family. For additional information contact: Address: Telephone: Website: Women’s and Children’s Hospital 72 King William Road, North Adelaide SA 5006 (08) 8161 7000 www.wch.sa.gov.au Some staff carry pagers. If their pager number is given in this book, call the WCH switchboard on (08) 8161 7000 and ask them to page that number. Disclaimer While every effort has been made to ensure the material contained in this publication is up-to-date at the time of printing, the Women’s and Children’s Hospital accepts no responsibility for the accuracy or completeness of the material in the publication and expressly disclaims all liability for any loss or damage arising from reliance upon any information contained within it. page 1 Public and private patients You may choose to be a public or private patient at the WCH. Public patients Australian residents who decide to be a public patient are entitled to free treatment under Medicare. Your treatment will be carried out by doctors nominated by the hospital, under the direction of an appropriate specialist. After discharge your care will either be continued in a WCH outpatient clinic or you will be referred to your local general practitioner. Private patients If you choose to be treated as a private patient, you will be treated by a specialist of your choice, provided that the specialist has rights of private practice at the WCH and agrees to treat you as a private patient. Your specialist may be either a private practising WCH specialist or a visiting medical specialist. After discharge your care will be carried out in either a WCH outpatient clinic or the specialist’s private rooms, or you will be referred to your local general practitioner. Patients may be able to choose private admission even if they do not have private health insurance. Self-funded private patients will be liable to pay the following: >> the difference (the ‘gap’) between the Medicare benefit and any specialist’s charge >> the ‘gap’ for diagnostic services (e.g. medical imaging and laboratory), however some of these services may be bulk billed to Medicare ie no ‘gap’ >> hospital accommodation fees (bed charge) >> surgically implanted prostheses >> dental services. Essentially this means that you must meet all costs of the admission yourself except those covered by Medicare. For further information about being a private patient at the WCH please contact the Admissions Information Coordinator via telephone (08) 8161 6753 (office hours only). The Admissions Information Coordinator is able to discuss private admission from a financial perspective and give advice regarding the appropriate information patients should seek from their private health fund. page 2 Out of Town Non-Medicare patients If you are an overseas patient from a country where there is no Reciprocal Health Care Agreement, you are not eligible for Medicare benefits and you are responsible for payment of all fees and services. Non-Medicare patients are billed for all inpatient and outpatient services regardless if they choose public or private admission. If you are a visitor from a country with which Australia does have a Reciprocal Health Care Agreement, you may be eligible for treatment that is deemed immediately necessary for any health problem or injury whilst in Australia. Reciprocal Health Care Agreements do not cover pre-arranged or elective treatment. Overseas patients who are covered by the Reciprocal Health Care Agreement will not be covered if they choose private admission. Please contact the Admissions Information Coordinator via telephone (08) 8161 6753 (office hours only) for confirmation of your entitlements. Single rooms The WCH cannot guarantee a single room for private or public patients. Allocation of a single room is based primarily on medical need. page 3 What you need to bring to hospital If you are planning to come to the WCH for treatment for yourself or your child, contact the hospital on (08) 8161 7000 before leaving home to confirm your appointment. Make sure your allocated appointment allows you enough time to travel from your country location. If it is too early or too late in the day, you are welcome to ask if there are any more suitable times when you initially make your appointment. When you come to the hospital you will need to bring: >> Patient Assistance Transport Scheme (PATS) form or interstate equivalent (if appropriate) (see page nine for further information regarding PATS) >> Referral letter from your health care provider >> Details of appointment times and locations >> Instructions for preparing for in-hospital tests/treatment >> X-rays and/or test results >> All medications (including a list of current medications and doses) >> Previous medical history (including health care plans and baby/child’s blue book if applicable) >> Medicare card >> Healthcare/pensioner entitlement/concession cards >> Private health insurance card >> Access to money (e.g. bank or credit card). For further information about items to bring for overnight or longer stays refer to ‘There’s No Such Thing As A Silly Question’ and/or ‘Having Your Baby At The WCH’ (See ‘Other useful resources’ on page 28). page 4 Out of Town Pharmacy The hospital pharmacy is in the Kermode Street foyer and can dispense hospital prescriptions for patients. If you or your child are discharged from hospital and need medication to take home, you will need to pay for this medication. Payment can be made before leaving the hospital or through an account allowing you to pay later. Prescription charges and quantities of medications supplied are consistent with those in the community. As a country patient, it is important that you inform your doctor or ward pharmacist that you may need a greater quantity of medication to ensure that you do not have a break in supply. The hospital pharmacy can not supply medications without prescriptions or dispense medications for parents, siblings or carers of patients. These should be bought/dispensed at a community pharmacy – see below for a list of community pharmacies located near the hospital. Medicare, concession and pension cards need to be presented when you hand in your prescription. Pharmacy staff can also assist you with drug information and advice through the Drug Information Centre. Pharmacy hours 8.30am–5.00pm weekdays 9.00am–5.00pm weekends and public holidays Telephone: (08) 8161 7350 Fax: (08) 8161 6049 Email: [email protected] Drug Information Centre 8.30am–5.00pm weekdays Telephone: (08) 8161 7222 Other pharmacies located near the WCH White Chemplus Pharmacy 164 Melbourne Street, North Adelaide 5006 Telephone: (08) 8267 1000 National Pharmacies 56 O’Connell Street, North Adelaide 5006 Telephone: (08) 8239 0322 Jeff Ramsey Pharmacies Shop 22, 81 O’Connell Street, North Adelaide 5006 Telephone: (08) 8267 5457 page 5 How am I getting home? Patient discharge before 11.00am is now available at the WCH. The aim is to meet patients and their families needs, improve the flow of patients in the wards, emergency departments and bed availability. In most cases you will be able to be discharged before 11.00am. However, due to any number of reasons or circumstances, some patients may not be able to be discharged early in the day. Please discuss any concerns you have with your health care worker. Please note that you are responsible for organising your transport home. If you were transported to the WCH by the MedSTAR Kids, Royal Flying Doctor Service (RFDS) or road ambulance from a rural area, you may not necessarily be able to use this service to return home. The MedSTAR Kids, RFDS and road ambulances are emergency services and can only transport you home if medically required. Approval is required by the medical staff for use of these services and patients are often responsible for the cost. Please plan ahead and make private arrangements for your trip home if you are well enough to travel by car, bus, train or commercial flight. Some assistance is available and you may be eligible for financial reimbursement via a state funded Patient Assisted Transport Scheme (PATS) (see page nine for further information). Accounts Paying your account The WCH accepts: >> Cheques >> Money orders >> Credit cards (Visa, MasterCard, American Express and Diners Club). Payment may be posted to the WCH or paid in person at the cashier’s office in the Kermode Street foyer from 9.00am to 4.45pm Monday to Friday. Credit card payments may also be made over the phone. Please call the telephone number listed on your account. page 6 Out of Town Account enquiries Due to the volume of accounts, the WCH has two patient account billing departments. Depending on the services you have received, there may be instances when accounts are issued by both departments. If you have an enquiry about your account, please contact the department that has issued the account. The department will be listed on the bottom of your invoice. If your payment slip is directed to the Health Accounting Service contact: Telephone: (08) 8161 6428 Fax: (08) 8161 6052 If your payment slip is directed to the cashiers contact: Telephone: (08) 8161 7336 Fax: (08) 8161 6052 Visiting someone in hospital Visitors are very important for people in hospital and are most welcome at the WCH. Visiting hours vary according to the ward and the needs of individual patients. Visiting hours in the maternity section are from 1.00pm to 8.00pm daily. To find out about visiting hours for all other patients and for details of where you can find a patient, please telephone the hospital switchboard on (08) 8161 7000 or ask at the enquiry desk at the entrance to the Queen Victoria Building (women patients), or the enquiry desk near the Kermode Street entrance (for children and young people). Space must be available at the bedside at all times to allow staff safe access to patients and for emergency equipment. Please ensure that there are no more than three visitors at one time. In some instances there may be further restrictions on the number of visitors allowed. To help prevent the spread of infection we ask that people who are unwell or have any of the following infectious illnesses do not visit: >> Cough/cold or sore throat >> Shingles >> Flu like symptoms >> Tuberculosis >> An upset stomach >> Impetigo (school sores) >> Measles >> Whooping cough >> Mumps >> Skin infections (e.g. head lice, scabies). >> Chicken pox page 7 Accommodation The Women’s and Children’s Hospital (WCH) is located in North Adelaide, approximately one kilometre from the city centre (see Adelaide City map on page 13). For patients and visitors needing a place to stay, there are many off site accommodation choices close to the hospital. Limited on-site accommodation is also available. Aboriginal patients and their families may also choose from a number of Aboriginal hostels. Some accommodation options Ronald McDonald House Limited accommodation is available for country families at Ronald McDonald House. Referral to Ronald McDonald House accommodation is made by contacting the Social Work Department on (08) 8161 7381 or (08) 8161 7580. 271 Melbourne Street, North Adelaide 5006 Greenways Apartments Accommodation choices include studio apartments, family and three bedroom apartments. 45 King William Road, North Adelaide 5006 Telephone: (08) 8267 5903 or 1300 113 186 www.greenwayapartments.com South Australian Visitor and Travel Centre Other accommodation can be booked through the SA Visitor and Travel Centre, a 15 minute walk or a short bus ride from the hospital. 18 King William Street, Adelaide 5000 Telephone: 1300 655 276 www.southaustralia.com page 8 Out of Town Accommodation for Aboriginal patients and families Aboriginal patients and their families may wish to stay in accommodation run by Aboriginal Hostels Ltd. Mulganya Hostel 55 Dew Street Thebarton SA 5031 Telephone: (08) 8234 2488 Luprina Hostel 2 Clements Street Dudley Park SA 5008 Telephone: (08) 8269 5254 Nindee Hostel 2 Oban Street Beulah Park SA 5067 Telephone: (08) 8332 2352 Kanggawodli 2 Clements Street Dudley Park SA 5008 Telephone: (08) 8342 2250 Gladys Elphick 29 Second Avenue Klemzig SA 5087 Telephone: (08) 8261 6188 Kali Hostel 155 Cross Road Westbourne Park SA 5041 Telephone: (08) 8272 4288 Patient Assistance Transport Scheme (PATS) PATS provides part reimbursement to assist with travel and accommodation costs for clients who travel more than 100 kilometre (one way) from their permanent residence to the nearest medical specialist for treatment. An escort may be eligible for travel and relevant accommodation allowances if the need for an escort is medically endorsed. PATS application forms are available from doctors’ surgeries, hospital social workers and the local PATS offices. Adelaide: (08) 8226 7215 Berri: (08) 8580 2400 Mount Gambier: (08) 8721 1551 Port Augusta: Port Lincoln: Whyalla: (08) 8648 5623 (08) 8683 2266 (08) 8648 8533 Website: www.countryhealthsa.sa.gov.au/Services/PatientAssistanceTransportSchemePATS.aspx For further information on PATS and to check your eligibility call 1800 188 115 (free call). If you are eligible for this scheme please ask your local doctor to sign your PATS form prior to attending specialist services. A separate application form is required for each authorised return journey and original receipts and tickets must be supplied with the claim. Each state and territory has a similar system. If you live interstate please ask your health care professional to guide you to the local scheme. The WCH Social Workers and Aboriginal Liaison Officers are available to help you and your family if you need assistance with accommodation and/or the Patient Assistance Transport Scheme (PATS). Contact the Social Work Department on (08) 8161 7381 or (08) 8161 7580 or the Aboriginal Liaison Officers on (08) 8161 7036 or (08) 8161 6237. page 9 Transport The WCH is located at 72 King William Road, North Adelaide. There are car parks and entrances to the hospital on Kermode Street and the corner of Brougham Place and Sir Edwin Smith Avenue. Getting here From the city The WCH is a 15 minute walk from the city centre along King William Road. You can catch any of these buses heading north along King William Road (208, 222, 251,232 and G10). Arriving by coach If you travel by coach from the country or interstate, you will arrive at the Adelaide Bus Station in Franklin Street. There is a taxi rank at the bus station and it should take approximately 10 minutes to get to the hospital. From Adelaide Airport If you fly to Adelaide, you can catch the Skylink Airport Shuttle to the Mercure Grosvenor Hotel on North Terrace, this is approximately a 15 minute walk away from the hospital. There are also TransAdelaide bus services to catch from Sir Richard Williams Avenue, within the airport. Getting around Adelaide Timetable information Bus, train, tram and O-Bahn timetables are available from: >> Adelaide Railway Station on North Terrace, just west of King William Road (next to Adelaide Casino) >> Passenger Transport Information Centre on the corner of King William and Currie streets (Monday–Friday 8.00am–6.00pm, Saturday 9.00am–5.00pm and Sunday 11.00am–4.00pm) >> Kermode Street entrance foyer, WCH. Alternatively, for timetable information: >> Call the Passenger Transport Infoline on 1300 311 108 between 7.00am and 8.00pm. For the hearing impaired call (08) 8303 0844 between 7.00am–8.00pm or 1800 182 160 for regional consumer >> Call TransAdelaide on (08) 8218 2362 or access their website at www.adelaidemetro.com.au. page 10 Out of Town Where to buy your bus or train ticket Multi-trip tickets (10 trips) can be purchased at the hospital cafe. Single and multi-trip tickets can be purchased from the Adelaide Railway Station, Passenger Transport Information Centre, selected supermarkets, newsagencies and delicatessens. Single trip-tickets can be bought from the bus driver. Multi-trip tickets and single-trip tickets can be used on buses, trains, trams and the O-Bahn. Adelaide Connector Bus This free bus service connects North Adelaide and the city. It operates Monday to Thursday 8.00am–6.00pm, Fridays 8.00am–9.30pm and on weekends 10.00am–5.00pm. It travels down both O’Connell and Melbourne streets with bus stops on King William Road and Frome Road outside the WCH. Further timetable information is available from: >> Adelaide City Council Customer Centre: Telephone (08) 8203 7203 >> City of Adelaide website at www.adelaidecitycouncil.com/visit/getting-around.html >> Community Centre: 176 Tynte Street, North Adelaide: Telephone (08) 8267 6813. Bus stops Bus stops are located outside the King William Road entrance of the Good Friday Building and on Sir Edwin Smith Avenue adjacent to the Queen Victoria Building. Taxis There is a taxi rank outside the Kermode Street entrance of the hospital. There are free call taxi phones in the Kermode Street and Queen Victoria Building foyers. page 11 Adelaide Airport and commercial flights airlines Adelaide Airport is about six kilometres west of the city and approximately 20 minutes by car from the WCH. A taxi to the airport from the WCH will cost approximately $20.00. When booking your flight, please notify the airline if you require a wheelchair and a medical certificate may be required by the airline if you have had surgery. For more information or to make your airline booking telephone: Avalon Sharp Airlines 1300 556 694 (Business Hours) Broken Hill REX 13 17 13 Ceduna REX 13 17 13 Cooper Pedy REX 13 17 13 Kingscote REX 13 17 13 Leigh Creek Rossair (08) 8675 4320 Mildura REX 13 17 13 Mildura Sharp Airlines 1300 556 694 (Business Hours) Mt Gambier REX 13 17 13 Olympic Dam QantasLink 13 13 13 Port Augusta Sharp Airlines 1300 556 694 (Business Hours) Portland Sharp Airlines 1300 556 694 (Business Hours) Port Lincoln REX 13 17 13 Port Lincoln QantasLink 13 13 13 Whyalla REX 13 17 13 Or visit: www.regionalexpress.com.au www.qantas.com.au www.airsouth.com.au www.sharpairlines.com.au page 12 Out of Town Adelaide City map page 13 Parking The WCH has two public car parks, the Medical Centre Car Park which is situated in Kermode Street and the Rogerson Car Park which is accessed from Brougham Place. See the hospital map on page 15 for these locations. Medical Centre Car Park (hourly rate) Take a ticket from the ticket dispenser on the right hand entry lane near the boom gate. Before returning to your car, you will need to pay at the automated pay station which is situated just inside the pedestrian entry of the car park. Medical Centre Car Park (long-term parking) Weekly tickets can be purchased at the Transport Services Department Office in the Medical Centre Car Park situated in Kermode Street. Tickets can only be purchased during office hours (open weekdays between 8.30am–4.30pm excluding public holidays). The ticket is valid for seven days including the date of issue. You can exit and enter as often as you wish between 6.00am and 10.30pm Monday to Friday and 6.00am and 9.00pm Saturday and Sunday. If the car park is full, you will be required to wait in line until a space becomes available. You may leave your car in the car park overnight. Rogerson Car Park (flat rate) The Rogerson Car Park (entry from Brougham Place via the Emergency Department roadway) is available (pay before you enter and automatic exit 24 hours) with maximum continuous parking for two days. Hours of operation: 6.30am–11.00pm, every day. Street parking Fifteen minute ‘Patient Loading Areas’ are located at both the main Kermode Street and Queen Victoria Building entrances. There are one and two hour parking spaces in the streets around the hospital. These are inspected regularly. To avoid a fine, try to allow sufficient time for your appointment. Disabled parking Disabled parking spaces are available in: >> Kermode Street, Brougham Street, Medical Centre Car Park, Rogerson Car Park. Emergency parking There is an emergency drop-off parking area outside the entry to the emergency departments. This area is for dropping off patients who require treatment from either of the emergency departments. Vehicles may only remain in this area for 15 minutes. Parking fines apply for vehicles that breach the conditions set down for the use of the areas. page 14 Out of Town Hospital map page 15 Facilities and shops Being comfortable in hospital does not only involve your medical care. The WCH has a number of services on site to help ensure your stay is comfortable. See the hospital map on page 15 for locations of these facilities, or ask a staff member for directions if you are unsure. Baby care facilities The WCH has quiet areas where you can breastfeed and change your baby’s nappy. These areas are located at: Breastfeeding and changing areas >> Women’s Outpatients – 1st floor, Queen Victoria Building >> Day of Surgery Admission Unit (DOSA) – 3rd floor, Good Friday Building >> Division of Medical Imaging – 2nd floor, Rogerson Building >> Paediatric Emergency >> Paediatric Outpatients >> Queen Victoria Building foyer – ground floor baby care room >> Kermode Street entrance – male and female toilets. Banking There is a Redi ATM in the Kermode Street foyer. It accepts most cards, but does not accept deposits. Bank branches and ATMs located on O’Connell Street in North Adelaide include: BankSA ANZ Commonwealth Bank NAB Other banks and credit unions are located in the city centre, a 15 minute walk or a short bus ride south of the hospital. page 16 Out of Town Disability access toilets These are located at: Disability access toilets >> Kermode Street foyer >> Women’s Outpatients – 1st floor, Queen Victoria Building >> Antenatal/Gynaecology Ward – 2nd floor, Queen Victoria Building >> Postnatal – 4th floor, Queen Victoria Building >> Paediatric Outpatients – 1st floor, Rogerson Building >> Medical Imaging – 2nd floor, Rogerson Building >> Nutrition and Food Services/Cranio Facial Unit – 1st floor, Rieger Building >> Laboratories – 4th, 5th and 8th floors, Rieger Building >> Paediatric Day Surgery – 3rd floor, Good Friday Building >> Hydrotherapy Pool – ground floor, Good Friday Building >> Finance – 1st floor, Angus Building. Flowers and gifts The WCH has two shops, Rainbows, located in the Kermode Street foyer and Vics Coffee Shop, located near the Queen Victoria Building entrance. Both shops sell flowers and gifts. There are several shops on O’Connell Street, North Adelaide that sell flowers and gifts. Rundle Mall shopping precinct is a 15 minute walk or a short bus ride south of the hospital. Laundry ‘Do it yourself’ laundry facilities are available in the parent accommodation area in the Samuel Way Building and in Chapel Street, North Adelaide. Same-day dry cleaning services are also available in O’Connell Street, North Adelaide. page 17 Meals and snacks for visitors The Café The Café on the second floor of the Gilbert Building serves a variety of nutritious hot and cold meals. The Café is open 7.30am–7.30pm every day. Hot meal service times are: Breakfast: Lunch: Dinner: 7.30am–9.30am 11.30am–2.15pm 5.00pm–7.00pm Tasty, prepared meals suitable for micro-waving include Indian, Thai, Italian, Greek and other international dishes. NIC NATH Café (outdoor café) Nic Nath Cafe is located on the Playdeck and also serves a variety of nutritious hot and cold meals. The café is open Monday to Friday 7.30am–4.00pm. Postage stamps, phone cards, newspapers and bus/train tickets may also be purchased from the café. Family members of long-term patients can receive a 10% discount at the cafés by using their Butterfly Card (See page 21 for details). Rainbows Shop Rainbows Shop is situated in the Kermode Street foyer. The shop sells a variety of food and drinks including sandwiches, snack foods and coffee. Flowers, gifts, magazines and toys are also available. Rainbows Shop is open: >> Monday to Friday 9.00am–5.00pm >> Weekends and some public holidays 9.30am–3.30pm. page 18 Out of Town Vics Coffee Shop Vics Coffee Shop is situated in the Queen Victoria Building foyer. The shop sells a variety of food and drinks including sandwiches, snacks and cappuccinos. It also sells flowers, toys, gifts, magazines, toiletries, baby clothing including newborn/premmie and other items for baby. Vics Coffee Shop is open: >> Monday to Friday 8.30am–5.30pm. Vending machines There are drink and confectionary vending machines outside many of the wards and in the Kermode Street foyer. Please note that it may not be appropriate for you to have any food or drink prior to medical treatment. If you are not sure, you should ask a nurse or doctor prior to purchase. Delicatessens, hotels, cafes and restaurants If you are looking for a meal outside the hospital, there are many delicatessens, hotels, cafes and restaurants in North Adelaide. O’Connell Street and Melbourne Street offer a variety of eating options and are within walking distance. The free Adelaide Connector bus service travels along O’Connell Street and Melbourne Street. Supermarkets The closest supermarket is Foodland in North Adelaide Village (O’Connell Street). There is a seven-day supermarket a little further up O’Connell Street and another on Melbourne Street. There are also Woolworths supermarkets in the city (Rundle Mall). Samuel Way Building Families staying in the Samuel Way Building can use the cooking facilities available in the communal kitchen. page 19 Post box A post box is located on King William Street outside the hospital. The nearest Post Offices are in Melbourne Street and Tynte Street (off O’Connell Street) North Adelaide. Telephones Mobile phones Mobile phones must not be used in some areas of the hospital because they interfere with sensitive medical equipment. Please turn off your mobile phone in the hospital where you see this symbol. Pay phones Pay phones are located: >> Outside many of the wards >> At The Café entrance >> In the Paediatric (children’s) Emergency waiting area >> In the Kermode Street foyer >> In the Queen Victoria Building foyer >> In the Samuel Way Building accommodation area. Phone cards can be purchased from: >> The Café, second floor, Gilbert Building >> Rainbows Kiosk and Vics Coffee Shop. Taxi phones Taxi phones are located in the Kermode Street foyer and the Queen Victoria Building foyer. Patient phones Antenatal/Gynaecology Ward and Postnatal Ward beds each have a bedside phone. There is a connection fee and local calls are charged. Calls must be paid for on discharge. page 20 Out of Town Televisions Televisions are available for both women and children staying at the hospital. Women’s wards Televisions are available for you to hire during your stay in the hospital. Payment is required prior to connection at the women’s reception desk. You may select from standard broadcast channels and a variety of radio stations offered through the in-house television service. Further information may be obtained upon admission. Children’s wards All children staying in the wards have access to a television free of charge. Children can choose to watch regular television channels or Fox Kids. Videos and Nintendo games may be available. Long-term patients Butterfly Card Long-term patients (both women and children) and their families can be issued with a Butterfly Card, entitling them to 10% discount on food and drinks purchased from the WCH cafes, and purchases from the Health Information Centre. Please note that this does not include Rainbows and Vics Coffee Shop. Patients and families entitled to the Butterfly Card include those who: >> Are expected to stay for more than one week >> Have frequent admissions, outpatient, and day patient or therapy bookings over 12 months >> Have five or more outpatient, day patient or therapy bookings in a 30 day period. Ask your nurse/midwife or a member of your health care team to organise a card for you. Internet access for families To help families stay in touch with family and friends or access information on the internet, internet access is available through the Savings and Loans computer on level two, Queen Victoria Building, behind the lifts. Wireless internet is available in four hot-spots around the hospital. Prominent wi-fi stickers are placed at all hot-spots and feature instructions on how to setup wi-fi on technology. Wi-fi hot-spots are located at Women’s Outpatients, The Café, The Playdeck and Paediatric Day Surgery. page 21 Support services We have a range of support services to help you while you are at the hospital. Please do not hesitate to ask a member of our staff if you need assistance. Aboriginal Health Unit The Aboriginal Health Unit has developed partnerships with other health providers and is an advocate for Aboriginal Health in South Australia. The WCH has Aboriginal liaison officers who support Aboriginal inpatients and their families with the aim of ensuring their medical, practical and cultural needs are met while in hospital. The unit also offers a place for Aboriginal people to gather whilst visiting the WCH. Staff of the unit aim to act as a cultural broker to staff, families and the wider community of the WCH. Aboriginal liaison officers can assist Aboriginal and Torres Strait Islander patients and families with: >> Food >> Transport >> Orientation to the hospital >> Community contact >> Warm clothing >> Discharge planning. >> Accommodation How to access the service Referrals can be made to the Aboriginal Health Service by: >> WCH nursing, medical, allied health or other staff >> Other Aboriginal health services/workers >> Other major hospitals. Contact details 8.30am–4.30pm weekdays Emergency after-hours assistance is available. Please ring the hospital switchboard and they will page the on call person. Telephone: (08) 8161 7036 or (08) 8161 6237 Telephone: (08) 8161 7000, pager 18130 Lower ground floor, Good Friday Building. page 22 Out of Town Chaplains, chapel and prayer room A team of chaplains provide pastoral and spiritual care for patients and their families. If you would like to be visited by a chaplain, the ward staff will arrange it for you. The WCH chaplains can contact a variety of religious traditions and support networks including Buddhist, Christian, Jewish and Muslim faiths. The Pastoral Care Department has a full time coordinating chaplain, appointed by the Heads of Churches. The chaplain is happy to be called on in an emergency if your own minister of religion is not available. Chapel The hospital chapel is available for personal or group reflection, meditation and prayer. It is also used for worship, baptisms and blessings. The chapel is currently located on the third floor of the Gilbert Building. Prayer room A Masjid, or Muslim prayer room, is available for use on the fifth floor of the Samuel Way Building in Room 503. The room is kept unlocked and members of the hospital community are welcome to use it at any time. Hours There is a chaplain on call at all times. Please ring the hospital switchboard and they will page the on call person. page 23 Child minding centre (creche) The hospital has a free child minding service for: >> Siblings of inpatients and outpatients (paediatric wards and nurseries) >> Children whose mother is attending Women’s Outpatient clinics. Three qualified staff members run the creche and are assisted by a team of trained volunteers. All crèche staff and volunteers have undergone police checks. The creche accepts children up to 10 years of age. Please provide food and drinks, and any changes of clothing (including nappies) your child may need. The creche can provide water, but no other food or drinks. Please clearly label any clothes, toys and other items you intend to leave with your child. How to access the service The creche is a ‘drop in’ centre – no booking is necessary. Children may be left in the creche only while parents/caregivers are in attendance at the hospital. Hours Monday to Friday from 8.00am–4.00pm Children must be collected by 4.00pm Location The centre is located on the ground floor of the Good Friday Building. Phone Telephone (08) 8161 6394 Access for people with disabilities Many people with disabilities experience problems accessing health services. While physical access is an obvious barrier, communication and attitudinal barriers may have an even greater impact. The WCH is committed to the elimination of discrimination on the basis of disability. Building accessibility All entrances to the hospital buildings are disability friendly except for the Samuel Way Building entrance near the supply delivery area. The closest alternative access route to the Samuel Way Building is via the Brougham Place entrance. There are lifts throughout the hospital that provide access to all public areas. page 24 Out of Town Hearing impaired Please ask a hospital staff member if you are hearing impaired and require the assistance of a deaf signing service. The hospital switchboard has a teletypewriter (TTY) that inpatients can use. Visually impaired Guide dogs are welcome at the WCH however there are certain areas in which guide dogs are not allowed due to hygiene and infection control reasons. Please check with a hospital staff member before entering wards. Interpreter service All hospitals use interpreting services for people when English is not their first language or they are hearing impaired. If you require this service, please ask a hospital staff member. School at the hospital The hospital Schooling Service is a statewide service that is staffed and resourced by the Department of Education and Children’s Services (DECS) and located at the WCH. It is a school that accepts children, free of charge, from government and non-government, interstate and overseas schools. Schooling is provided for school age children who are in the schoolroom and on the wards, and are: >> In hospital frequently >> Expected to be in hospital for more than three days >> Outpatients unable to attend their own school >> The brothers or sisters of country inpatients. How to register for the school You can ask one of our staff to assist with this. Alternatively, you can telephone or visit the school room for a referral. The school is located on the ground floor, Good Friday Building. Just follow the signs from the Kermode Street entrance. The telephone number for the school is (08) 8161 7262. Volunteers Approximately 175 regular volunteers support the work of the hospital in 60 wards and departments. In addition, the 160 volunteer members of the Shops Division manage and staff the two WCH shops, Vic’s Coffee Shop and Rainbows Kiosk. They provide an essential service to WCH staff, patients and families. page 25 Patient and consumer feedback We welcome feedback from our patients, families and visitors. While we are pleased to hear compliments and praise, we also want to know if you have concerns about any of our services. We rely on you to tell us when things go wrong as this will help us correct or improve any shortcomings with our services. Because we value your feedback we try to promote a ‘complaint friendly’ philosophy among our staff. If you make a complaint, you will not be denied a service or have things made hard for you. Who can provide feedback? We accept feedback from anyone who has used our services, as well as from people not directly using the hospital’s services, such as visitors, community care workers or professional groups. Regardless of your connection with the hospital, or with our consumers, we value your constructive feedback. You are welcome to provide feedback on behalf of a consumer if they are hesitant or feel unable to do so for any reason. As a courtesy we ask that you first obtain their consent. We are committed to privacy and confidentiality, so we have to seek consent from the patient or their parent(s)/caregiver(s) before being able to respond to you. You are welcome to provide feedback anonymously, however we may not be able to investigate your concerns fully if we are not able to discuss them with you. How can I provide feedback? To ensure the fastest and most direct response we invite you to contact the unit, department or ward concerned. They are in the best position to provide up to date information concerning processes, waiting times or reasons for particular decisions. We recognise that some people find it difficult directly approaching the area they wish to complain about. We also recognise that the WCH is a large hospital, and you may have had contact with several different areas, even on one day. You may not recall the name of a unit, department, ward or staff member you had contact with. If you do not wish to contact the area directly, you are welcome to contact the Consumer Feedback Coordinator. You may provide your feedback by telephone, fax, letter or email, whatever is easiest for you. Details are listed below. page 26 Out of Town Consumer Feedback Coordinator Telephone: (08) 8161 6710 Pager: 4550 Fax: (08) 8161 6693 Email: [email protected] What if I am not satisfied with the response to my complaint? If you make a complaint directly to a ward or department and do not feel it has been dealt with appropriately, or feel you were not treated with dignity or respect, we invite you to contact the Consumer Feedback Coordinator. Alternatively, you have the right to contact the Health and Community Services Complaints Commissioner or the Office of the Minister for Health for further advice. Privacy and confidentiality The WCH respects the privacy of everyone who accesses our services and information. We adhere to SA Health’s Code of Fair Information Practice. We will take all reasonable steps to ensure that any information collected about our consumers: >> Is accurate and up to date >> Contains only details which are relevant >> Is only available to people who need it to treat and care for our consumers or who have responsibilities related to their treatment and care >> Is protected from misuse and unauthorised access by other people. Access to information Under the Freedom of Information Act 1991 you have the right to access the personal and health information concerning you. An application form is available from the Freedom of Information Office or the enquiry desk at the Kermode Street entrance. We can explain the process when you get an application form. For further information please contact the Freedom of Information Officer during office hours on (08) 8161 6127. page 27 Consumers and community participation The Children, Youth and Women’s Health Service (CYWHS), of which the WCH is part, is committed to working in partnership with consumers and the community, and involving them in service and program planning, implementation, delivery and evaluation. We believe that consumer participation in health care can lead to: >> Improved service quality and safety >> Improved health outcomes for individuals and groups >> Services that are responsive to the needs of consumers. CYWHS has a Consumer and Community Advisory Committee which meets every two months and advises the CYWHS Executive on a range of consumer issues. If you wish to become involved in improving services at the WCH, please contact the Manager, Community Engagement Unit on telephone (08) 8161 6835. Other useful resources >> There’s No Such Thing As A Silly Question: a practical guide for families living with a child with chronic illness, disability, mental illness or a life-threatening condition Website: www.wchfoundation.org.au >> Having Your Baby at the Women’s and Children’s Hospital, available from Women’s Outpatients, Women’s and Children’s Hospital. >> Before You Travel for Medical Care, Country Patient Journey Resource, 2010, Department of Health, Government of South Australia >> Contacts For When You Travel, Country Patient Journey Resource, 2010, Department of Health, Government of South Australia page 28 Out of Town Notes page 29 Notes For more information Women’s and Children’s Hospial 72 King William Road North Adelaide SA 5006 Phone (08) 8161 7000 Non-English speaking: for information in languages other than English, call the interpreting and Translating Centre and ask them to call The Department of Health. This service is available at no cost to you, contact (08) 8226 1990. http://www.gilf.gov.au/ © Department of Health, Government of South Australia. All rights reserved. Printed February 2011. Designed by Digital Media.
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