PATIENT INFORMATION DIRECTORY 2020/2021 - Hospital ...
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PATIENT INFORMATION DIRECTORY 2020/2021
Top Tips for Safe Health Care
What you need to know for yourself, your family or someone you care for.
1 Ask questions
You have the right to ask questions about your care.
2 Findgoodinformation
Not all information is reliable. Ask your doctor for guidance.
3 Understandtherisksandbenefits
Find out about your tests and treatments before they happen.
4
Listallyourmedicines
Ask your doctor or pharmacist if you need more information about
the medicines you are taking.
5 Confirmdetailsofyouroperationbeforehand
Ask to be told who will be doing your procedure and what will happen to you.
6 Askaboutyourcareafterleavinghospital
Ask for a written outline of your treatment and what should happen after you get home.
7 Knowyourrights
You have a number of rights as a patient. Read our guide to find out what they are.
8 Understandprivacy
Your medical information is confidential. You can ask to see your medical record.
9 Givefeedback
Feedback helps health professionals spot when improvements can be made.
Downloadourfreebookletat:
www.safetyandquality.gov.au/toptips
PATIENT INFORMATION
Contents
Welcome 4 Coffee Shop 14
Vision, Purpose & Strategic Objectives 5 Consent 14
Vision 5 Consumer Participation 14
Purpose 5 Discharge Planner 15
Values 5 Donations 15
Services 6 Equipment Loan 15
Emergency Department 6 Falls Prevention 15
Medical Ward 6 Gifts of Food, Drinks & Sweets 15
Surgical Ward 6 Hospital Auxiliary 15
Urliup Assessment & Rehabilitation Unit 6 Infection Prevention & Control 16
Peri-Operative Unit & Day Surgery Unit 6 Media Contact 16
Murwillumbah Birth Centre (MBC) 7 Medications 16
Medical Imaging 7 Needle & Syringe Disposal & Acquisition 16
Pathology 7 Newspapers 16
Pharmacy 7 Parking 17
Physiotherapy 8 Patient Flow 17
Renal Unit 8 Personal Laundry 17
Social Work 8 Pink Ladies 17
Nutrition & Dietetics 8 Quality & Safety 17
Occupational Therapy 8 Security 18
Speech Pathology 8 Smoking 18
Cancer Care & Palliative Liaison 8 Teaching Facilities & Students 18
Outpatient Clinics 9 Telephones 18
Amputee Clinic 9 Toilets 19
Antenatal 9 Hospital Website 19
Cancer Care & Haematology Unit 9 Work Health & Safety (WHS) 19
Cardiac & Respiratory Program 9 Questions, Feedback, Comments,
Gynaecology 9 Suggestions & Complaints 19
Motor Neurone Disease (MND) Clinic 10 Discharge from Hospital 20
Paediatric Clinic 10 Transport 20
Physiotherapy 10 Hospital Fees & Health Insurance 20
Rehabilitation Clinics 10 Choosing Between Public &
Privacy & Confidentiality 10 Private Health Care 20
Collection 10 Being Admitted as a Private Patient 21
Use & Disclosure 12 Long Stay Patients 21
Access to Your Information 12 Supporting Services 22
Admission Information 12 Community & Allied Health Services 22
Meals 13 Aboriginal Health Unit 22
Patient Liaison Officer 13 Aged Care Assessment Team (ACAT) 23
Visiting Hours 13 Men’s Health Services 23
Valuables 13 Hospital in the Home (HITH) 23
General Information 14 Location Map –
Accommodation for Relatives 14 Murwillumbah Hospital,
Medical Centres & Pharmacies 24
Alcohol & Drugs 14
Medical Centres – Murwillumbah 24
Baby Change Area 14
Chemists – Murwillumbah 25
Chaplaincy Service 14
Local Community Services for
Clothing 14
Your Information 26
3
PATIENT INFORMATION
Welcome
Welcome to Murwillumbah District Hospital (MDH).
Murwillumbah District Hospital sits proudly in the heart of Bundjalung country under the
shadow of the sacred Wollumbin.
The hospital was established in 1903 and the current art deco hospital building was completed
and opened in 1939. Over the years, the hospital has undergone a variety of additions and
facility upgrades, which includes the establishment of a well-appointed rehabilitation unit, the
modernisation of the operating facilities and expansion of the emergency department.
The hospital serves the 20,000 locals and is a facility of the Tweed/Byron Health Services Group
within the Northern NSW Local Health District. The hospital has (an):
• Emergency Department • General Surgical/Medical Ward
• Operating Suite • Assessment and Rehabilitation Ward
• Day Surgery • Birthing Unit
• Post-Anaesthesia Care Unit • Outpatients Clinics
• Medical Ward
Our hospital is well supported by the local community and our very active and enthusiastic
volunteers from the Hospital Auxiliary, coffee shop and Pink Ladies.
Your care and comfort are of utmost importance to us. If you have any concerns, questions or
feedback, please do not hesitate to discuss these with our staff. We are committed to providing
you with quality health care services, and we make every effort to ensure that you are well
cared for during your stay with us.
This patient information directory will give you, your family, friends and carers useful
information about our services and your care whilst you are in hospital.
Darleen Berwick
Executive Officer/Director of Nursing
Murwillumbah District Hospital
Did you know that using your private health insurance whilst staying as an
inpatient at Murwillumbah District Hospital assists the hospital in maintaining a
high level of quality care to the community at no additional cost to you?
We waive your fund excess, meaning you will not have to pay your excess if you
are admitted as a private patient.
The Patient Liaison Officer will simplify the process by providing you with any
relevant forms that require your signature.
4
PATIENT INFORMATION
Vision, Purpose & Strategic Objectives
Vision
Better health and excellence in health care.
Purpose
To work together to promote better health across our diverse community and provide person-
centred, integrated care through a valued, skilled, motivated and sustainable workforce.
Our Strategic Priorities
• Provide high quality, safe, patient-centered care.
• Work alongside Aboriginal communities to deliver care that is appropriate, culturally
sensitive and specific to needs.
• Work in partnership to provide integrated care
• Value and empower our workforce in delivering high quality, safe and respectful health care.
• Strengthen accountability for financial, clinical, and corporate decisions and actions.
• Support and encourage a culture of innovation, leading the way in research and thus
improving clinical practice.
Values
Collaboration – Improving and sustaining performance depends on everyone in the system
•
working as a team.
Openness – Transparent performance improvement processes are essential to make sure the
•
facts are known and acknowledged, even if at times this may be uncomfortable.
• Respect – The role of everyone engaged in improving performance is valued.
• Empowerment – There must be trust on all sides and at all levels with responsible
delegation of authority and accountability.
5
PATIENT INFORMATION
Services Urliup Assessment &
Rehabilitation Unit
Emergency Department
Located on the ground floor, the unit
Located on the ground floor, the Emergency provides a rehabilitation program for up
Department operates 24 hours a day, seven to 20 clients. Services are provided by
days a week. The Emergency department an interdisciplinary team comprising of
provides high-quality emergency care for registered and enrolled nurses, allied health
all members of the public and is staffed by and medical officers. Rehabilitation programs
highly qualified nursing staff and medical are prescribed by allied health professionals
officers. and include physiotherapy, occupational
therapy, speech pathology, social workers,
Medical Ward dietitian and allied health assistants. The
Located on the Level 2, Medical Ward is a 19- medical needs of the clients in the unit
bed, acute medical unit. The ward provides are managed by a rehabilitation specialist,
general medical treatment, cardiac (heart) registrar and a part-time visiting medical
monitoring and palliative care. You will be officer.
admitted to the ward under the care of a The Assessment and Rehabilitation Unit
hospital doctor on call. Some patients in the run several outpatient clinics: Amputee
unit who require specialist services may be Clinic, Motor Neurone Disease Clinic and a
transferred to The Tweed Hospital (TTH) or General Rehabilitation Clinic. Please see the
another facility within the local health district Outpatient Clinic, section for details.
or within South East Queensland.
Peri-Operative Unit &
Surgical Ward Day Surgery Unit
Located on Level 1, Surgical Ward is a 12-bed Located on the Level 1, the theatre
unit and cares for elective general surgical, complex provides a wide range of elective
orthopaedic, ENT, urology, gynaecology and surgery including general, orthopaedic,
general medical patients. Surgical ward also ophthalmic, ear, nose and throat, urology,
acts as a receiving facility for patients at The gastroenterology, gynaecology, plastic and
Tweed Hospital (TTH) requiring an extended faciomaxillary surgery.
length of stay. Some patients in the unit who
The Day Surgery Unit admits, prepares,
require specialist services, may be transferred
and discharges patients. The unit has four
to The Tweed Hospital (TTH) or another
cubicles and four recliner chairs, and caters
facility within the local health district or
for short-stay surgery.
within South East Queensland.
The hospital doctor on call and visiting
specialist surgeons oversee the delivery of
patient care on the surgical ward.
6
PATIENT INFORMATION
Murwillumbah Birth Centre (MBC) The unit also provides additional support
to theatre, and provides a 24-hour, after
The Birth Centre is located on Level 2 and hours Emergency on-call radiology service.
staffed by midwives working in the Midwifery Additional after-hours emergency imaging,
Group Practice (MGP). such as ultrasound, CTs and MRI are provided
MGP is a model of care wherein each off-site at TTH. Private medical imaging
pregnant woman is allocated a primary services are also available and a referral from
midwife and a backup midwife, who work your doctor must be provided.
in partnership to provide continuity of care
throughout the pregnancy, labour and birth, Pathology
with early discharge (four hours post-birth). Located on the ground floor, NSW Health
It includes up to four weeks postnatal care Pathology provides a collection service,
in your home. The Murwillumbah MGP which is undertaken during daily ward
model cares for women with normal risk rounds to collect blood and other specimens
pregnancies who are well and plan to have a from inpatients. An outpatient pathology
normal labour and birth in the Birth Centre collection service is also available at the
at the Murwillumbah Hospital. Women can hospital between the hours of 7.30am–
nominate care by the midwife only or attend 3.00pm (Monday to Friday). Glucose tests
shared care with their general practitioner. are performed daily between 7.00am–
The MGP program offers all your pregnancy 12.00midday. Tests can be undertaken from
care in the Birth Unit and if any complication a referral from any pathology provider. For
arises, your primary midwife will liaise with an appointment and further information,
the Tweed Heads Hospital obstetric and/or telephone: (02) 6672 0263.
neonatal team, and referral where clinically
appropriate will be organised. If your Pharmacy
pregnancy requires transfer to The Tweed The pharmacy is located on the ground
Hospital after 37 weeks of pregnancy, your floor and supplies medications to inpatients.
primary midwife will, when possible, support Medications are also supplied to specialist
your labour and birth at the Birth Centre at clinic patients. Northern NSW Local Health
Tweed Heads Hospital. The option of water District does not dispense medications to
birth is also available for your labour and patients who are not admitted to hospital.
birth. MBC Phone: (02) 6672 0108
Please bring an updated list of your medicines
Medical Imaging (including those bought at supermarkets or
health food shops in their original, labelled
Located on the Ground Floor, this unit containers) to hospital with you. You will be
provides a service to inpatients and asked to give your medicines to nursing staff
outpatients. for safe keeping during your hospital stay.
Services provided include general radiology, This helps to make sure that you receive the
dental and cephalography, and computerised right medicine, at the right dose and at the
tomography, including CT angiography and right time while you are in hospital. It also
diagnostic ultrasound procedures. helps to identify any drug related problems.
7
PATIENT INFORMATION
Physiotherapy Occupational Therapy
The Physiotherapy Unit is located on the Occupational therapists provide assessment,
ground floor. Physiotherapy services are treatment and advice to inpatients who are
provided to you in consultation with your experiencing difficulties in completing daily
doctor and/or the Nurse Unit Manager on tasks. They can also advise on equipment
the ward. Physiotherapists provide education requirements and any home modifications
and assistance in improving your mobility, that you may need in order to support your
balance, strength and movement before independence.
and after surgery or following an injury or
illness. Physiotherapy is an important part of Speech Pathology
optimising your recovery and enables you to
A speech pathology service is available and
return home as soon as possible.
will be provided to you if requested by your
doctor and/or the Nurse Unit Manager on
Renal Unit
the ward. Speech pathologists assist stroke
The Renal Dialysis Unit is a five-chair patients to communicate and are vital in
unit that operates Monday to Saturday. assessing and managing patients with
The Murwillumbah Renal Unit works in swallowing difficulties.
collaboration with the Tweed Hospital renal
unit to offer services to the local community. Cancer Care & Palliative Liaison
A Cancer & Palliative Liaison Nurse offers
Social Work
support and information on cancer diagnosis,
Social work services support and assist treatment and discharge services that are
inpatients’ and their carers in dealing with available. Please ask nursing staff to arrange
emotional and social issues that may arise. a visit from the Cancer & Palliative Liaison
They also provide crisis intervention, grief and Nurse. This service also facilitates a cancer
loss counselling, information and advocacy, survivor support group that meets monthly at
and can link you to appropriate community Murwillumbah Community Health.
services and resources.
For further information, telephone:
(02) 6672 0252.
Nutrition & Dietetics
Dietetics provides a clinical nutrition service
assessing the nutritional needs of inpatients.
The dietitian helps to ensure that nutritional
needs are met through providing appropriate
diets and menus, taking into account an
individual’s clinical condition and their food
preferences. The dietitian also provides
education to patients on their individual
nutritional requirements.
8
PATIENT INFORMATION
Outpatient Clinics Pregnant women are requested to contact
the Antenatal Clinic between 12 and 16
Amputee Clinic weeks of pregnancy to book in.
This clinic offers a comprehensive Women wanting to birth at the
post-operative lower limb amputation Murwillumbah Birth Centre, please see the
management program to all NSW residents. ‘Murwillumbah Birth Centre’ section of this
The Amputee Clinic provides a continuum guide.
of care to lower limb amputees from the
Cancer Care & Haematology Unit
acute phase (immediately post amputation),
scripting of interim and definitive prosthesis, An Established Satellite Unit is based at the
fitting and retraining of trans-femoral and hospital and is operated by staff from TTH
trans-tibial amputees, as well as providing Unit. A referral from your doctor is required
ongoing prosthetic repair for clients to access this service. The Outpatient Clinic
experiencing problems with damage or wear currently operates on Mondays and patients
of prosthetic limbs. This clinic is attended by attending are consulted by our medical
a rehabilitation specialist, physiotherapists oncologist and advanced trainee. Our nursing
and a prosthetist. If you wish to attend, a staff are qualified oncology and haematology
referral is required from your doctor. nurses who strive to provide excellence in
care to patients, their families, friends and
Antenatal carers throughout their time in our Cancer
Antenatal care is provided throughout the Care and Haematology Unit.
pregnancy for women who have either a
Cardiac & Respiratory Program
normal risk pregnancy or complex pregnancy
and are planning to birth at The Tweed Outpatient Rehabilitation Programs, which
Hospital. include group exercise and education, as well
The models of care available include: as individual support (such as adult asthma,
smoking cessation and heart failure nurse
• Complex care – provided by an
clinics) are available for people with cardiac
obstetrician or obstetric registrar.
and respiratory conditions. Please ask your
• GP shared care – provided by both the nurse or doctor for more information.
GP and antenatal clinic staff for low risk
pregnancy. Gynaecology
• Midwife care – provided by antenatal The Gynaecology Clinic provides
clinic midwives for low risk pregnancy. investigation, management and treatment
of gynaecological conditions, contraception,
The Murwillumbah Antenatal Clinic works
postoperative and postnatal services.
in collaboration with the Antenatal Clinic at
the Tweed Hospital. A referral to this clinic is A referral to this clinic is required from your
required from your doctor. doctor or the TTH Women’s Care Unit.
9
PATIENT INFORMATION
The clinics at Murwillumbah and the Physiotherapy
Tweed Hospitals work collaboratively and
gynaecological surgery is undertaken at both MDH offer a physiotherapy outpatient
sites. Referrals for both sites are received service. A referral from your doctor is
and processed at the clinic at Murwillumbah. required. Phone: (02) 6672 0294.
The MDH clinic is open two mornings Referral assessed for clinical priority.
per week. After a referral is received, the
patient is contacted with an appointment Rehabilitation Clinics
time according to clinical need. For further
General rehabilitation clinics are provided
information, telephone: (02) 6672 0238.
twice a week (Mondays and Wednesdays)
Motor Neurone Disease (MND) and are run by a rehabilitation staff specialist.
Clinic Patients are referred from the inpatient ward
or a general practitioner. Therapy is provided
This is a multidisciplinary clinic run every by a physiotherapist, occupational therapist,
three months in the rehabilitation outpatient speech pathologist and social worker.
department. Patients who suffer from Assisted transport may be available
MND are referred to this clinic, usually by
their GP. The aim of this clinic is to provide
these patients with therapy, equipment and Privacy & Confidentiality
support to maintain their independence NSW Health is committed to safeguarding
and quality of life, as well as to allow them the privacy of patient information and has
to stay at home for as long as possible. The implemented measures to comply with its
MND team consist of a rehabilitation staff obligations under the Health Records and
specialist, MND advisor, palliative care CNS, Information Privacy Act 2002. Our doctors,
occupational therapist, physiotherapist, nurses and other staff are bound by law, by
speech pathologist and social worker. NSW Health Privacy Policy and by a strict
code of conduct to maintain confidentiality
Paediatric Clinic of patient information.
There are two paediatric clinics a week (on
Collection
Tuesdays and Thursdays) with a paediatrician
and paediatric registrar onsite. Referrals are • We collect your personal information so
accepted from GPs (12 months) and specialist that we can provide you with treatment
to specialist (3 months). and advice.
A referral from the Emergency Department • Test results and further information
will be accepted with initial appointment, collected while you are being treated are
however, a GP referral will be required for kept with your medical record.
further clinic appointments. To make an
• We only collect information that is
appointment for the paediatric clinic, please
relevant and necessary for your treatment
call (07) 5506 7212.
and to manage the health service.
10ARE YOU WORRIED ABOUT A RECENT CHANGE IN YOUR
CONDITION OR THAT OF YOUR LOVED ONE?
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Together we make a great team!PATIENT INFORMATION
• We will take all reasonable steps to ensure • Access to your personal information may
the information we collect about you is be declined in special circumstances, such
stored securely. as where giving access would put you or
another person at risk of harm.
• We are required by law to retain medical
records for certain periods of time, • If you believe the information we hold
depending on the type of record and the about you is incorrect and an error has
facility. been made, please inform the service
in writing and we will review the
• We have appropriate systems and policies
information.
in place to protect your information from
loss, unauthorised access and misuse. • If we believe the information is correct,
Any computer system we use where you may request for your view to be
your health information may be stored, is noted on the record.
secure.
• Requests for access to your medical
• If you do not wish for us to collect certain record, or to submit an addendum, are
information about you, you need to to be addressed to the MDH Clinical
tell us and we will discuss with you any Information Department.
consequences this may have for your
All personal health information collected
health care.
whilst you are attending the hospital is kept
confidential unless the law or other ethical
Use & Disclosure
considerations require such information to be
We will use or disclose your information for given to some person or authority.
purposes directly related to your treatment,
A copy of the Privacy Leaflet for Patients
and in ways that you would reasonably
and Clients is available upon your request.
expect for your ongoing care. This may
If you would like to read the requirements
include the transfer of relevant information
for safeguarding the privacy of your health
to your nominated doctor, to the ambulance
information, access the Information and
service, to another treating health service
Privacy Commission internet website: www.
or hospital, to a specialist for a referral, for
ipc.nsw.gov.au
pathology tests, x-rays and so on.
Admission Information
Access to Your Information
All necessary information regarding your
• You are entitled to request access to all
admission will have already been provided to
personal information, including your
you by the booking office and pre-admissions
medical record held by health service
clinic, either by phone interview or at your
providers in NSW.
appointment at the pre-admission clinic.
• You will be asked to apply for access in
The information you provided on the
writing and provide identification.
recommendation for admission form will
• You may be charged a fee if you request assist hospital staff to prepare you for your
copies of your personal information or stay in hospital.
medical record.
12PATIENT INFORMATION
Meals An inpatient election information sheet for
Medicare-eligible, or other eligible patient
The Food Services Department operates categories, will be provided to you and
between the hours of 6.00am and 7.30pm, will assist you to elect your patient type
seven days a week. during your stay. If you have private health
We are now offering a wider range of tasty insurance, the PLO will discuss with you
and nutritious meals and more personalised the benefits of using your private health
service. Most patients will receive a pictorial insurance during your stay. Any relevant
menu and will be able to choose from at forms that are required to be completed and
least 12 hot meals at lunch and dinner, along signed by you will also be provided.
with soups and desserts or freshly made
salads and sandwiches. Staff with mobile Visiting Hours
devices will take orders just hours before Visitors are welcome and recommended.
meal time, so that patients can select the Whilst we do not have set visiting hours,
meal that best suits their immediate feelings generally we request public limit their visits
of hunger and wellness. Patients who require between 10.00am and 8.00pm.
support at meal times will be recognised and
Visiting outside of these hours based on
provided with assistance.
compassionate grounds is possible with
A dietitian is available for advice on special consultation and approval by the Nurse Unit
dietary needs. Patients on special therapeutic Manager.
diets will be provided with meals that meet
their requirements, as recommended by their Valuables
health professionals (e.g. speech pathologist,
We strongly recommend that you do not
dietitian or medical officer).
bring valuables with you on your admission
Meal times are: to hospital.
Breakfast: 8.00am The hospital is unable to accept liability for,
Morning Tea: 10.00am damage to, or loss or theft of your personal
Lunch: 12.00pm property.
Afternoon Tea: 1.30pm Valuable items include: cash, cheques,
transaction cards, pension cards, jewellery,
Dinner: 4.45pm
keys, electronic and communication devices,
Supper: 6.40pm
or any personal property that is considered
personally valuable to you.
Patient Liaison Officer
If it is absolutely necessary for you to keep
The Patient Liaison Officer (PLO) will visit you valuables at the hospital, there is a process to
during your stay in hospital. The PLO will follow to have them stored securely. Please
check that your admission details are correct discuss and arrange safekeeping of valuables
and organise any changes if necessary. with the nursing staff.
Any changes will be recorded into the patient Please note: items such as spectacles, walking
administration system and will be passed on aids, false teeth, etc. need to be clearly
to the nursing staff on your ward. labelled with your name.
13PATIENT INFORMATION
General Information Coffee Shop
Accommodation for Relatives The hospital coffee shop was established in
2008 and the deck was built by members of
There is no onsite accommodation available the Rotary Club of Murwillumbah Central.
for relatives. Motel accommodation is The hospital coffee shop operates weekdays
available at your cost in Murwillumbah. between 9.00am and 3.00pm (excluding
public holidays) and offers a wide range of
Alcohol & Drugs delicious, home cooked food for visitors,
Hospital policy prohibits alcohol and staff and patients to enjoy on the outdoor
unauthorized drugs in the hospital or on the deck. All proceeds from the shop, which is
grounds. operated entirely by volunteers, go towards
the purchase of equipment for the MDH.
Baby Change Area
Consent
There is a baby changing facility located in
the female public toilet on the ground floor, MDH is obliged by law to obtain the written
near main reception. There is another baby consent of anyone who is to have an
changing facility located on the second invasive procedure, such as an operation. No
floor, in the toilets outside the Outpatient procedure can be performed on a patient
Department, which is available for men and without the valid, informed consent of the
women. To access this, please take the lift in patient or person responsible (who must be
the main foyer. competent to give consent on the patient’s
behalf). Consent is obtained by medical staff
Breast feeding is welcome anywhere in MDH. who must ensure that legal requirements are
met.
Chaplaincy Service
If you do not fully understand the nature of
If you would like a visit from your minister,
your operation or illness, ask to speak to your
priest or rabbi, please speak to the nurse in
doctor to receive information on the likely
charge of your ward to arrange.
cause of your illness, the expected treatment
and risks.
Clothing
A bedside locker is provided for patient’s Consumer Participation
personal clothing and other items. Please do
MDH encourages a stronger, more active role
not bring any valuables or large amounts of
for patients, consumers, carers and families
money to hospital with you. Whilst all care is
at all levels of the health system.
provided, no responsibility will be taken for
loss or damage to personal items. Importantly, we strongly encourage patients
to partner in their own care and share in the
decision making process, and the provision
of feedback regarding the care and services
delivered.
14PATIENT INFORMATION
The general public can also actively 1. Use your call bell and ring if you require
participate in planning, design, delivery, assistance, and please wait for staff.
measuring and evaluation of systems and
2. Sit down to shower, and use the grab
services by choosing to sit on our Consumer
rails.
Advisory Committee (CAG).
3. Familiarize yourself with your room,
If you are interested and wish to be involved
surrounds and bathroom.
on the CAG, please write to the Executive
Officer/Director of Nursing. 4. ake your time when getting up from a
seated or lying position.
Discharge Planner 5. Use your walking aid.
The discharge planner is part of the allied 6. Wear safe footwear (e.g. non-slip shoes).
health team, which assists patients and their Do not walk in socks or surgical stockings.
families with complex discharge needs.
7. Wear your glasses.
The discharge planner can advise and assist
8. At night, use the light on your call button
with referrals to outpatient appointments,
before getting out of bed.
home support services and negotiating with
care providers. For further information, visit:
http://www.cec.health.nsw.gov.au/keep-
Donations
patients-safe/Falls-prevention/for-patients-
Donations may be made to MDH for specific carers-and-families
items of equipment or to general funds. They
may also be left in the form of a bequest. Gifts of Food, Drinks & Sweets
All donations of two dollars or more are
Family, friends, carers and visitors are asked
tax deductible. No matter how small the
to consult with a registered nurse in the ward
donation, they are always welcome and
before giving patients any items of food or
appreciated.
drink.
Please contact the Nursing Unit Manager,
Deputy Director of Nursing or EO/DON Hospital Auxiliary
regarding donations of specific equipment.
The Hospital Auxiliary was established in
1926 and provides an essential service to
Equipment Loan
MDH.
The hospital has a small pool of equipment
The Auxiliary’s aim is to raise funds towards
that is available to patients for short-term
the care and benefit of the patients and
loan after discharge from hospital. A deposit
towards the improvement of patient facilities
is required for equipment.
within the hospital. Donations are welcome
and can be made directly to the Auxiliary.
Falls Prevention
New volunteers are always welcome.
There are many things that you can do while
in hospital to minimise your risk of falling
whist in hospital.
15PATIENT INFORMATION
Infection Prevention & Control Media Contact
Controlling the spread of infection is very Under NSW Ministry of Health regulations,
important. Hand hygiene, either by washing any arrangement made with a journalist
at a sink for at least 15 seconds, or using wishing to speak with, interview, or
the alcohol-based hand rub, is the single photograph a patient in a public hospital,
most important process in reducing hospital must be referred in advance to the Northern
acquired infections. NSW Local Health District Media Office on
(02) 6620 2141.
Patients and visitors can assist in keeping this
hospital safe by attending to hand hygiene The privacy and wishes of our patients are
regularly, particularly on arrival and leaving. paramount. It is important that media not
Our hands may look clean, but germs are impinge on patient’s or staff rights, and not
invisible to the eye, so attend to hand affect the hospital’s provision of clinical care.
hygiene regularly. Alcohol rubs are provided
across the hospital and all patients and Medications
visitors are encouraged to use them.
The hospital is responsible for providing all of
If you are in doubt, ask the staff member your medications during your hospitalisation.
attending to your care if they have attended
It is recommended that you bring a current
to hand hygiene.
list of medicines that you are taking to
We also ask all patients and visitors to hospital with you.
observe coughing and sneezing etiquette
Please hand all medications to the staff upon
to cover their nose/mouth with a tissue, or
admission for safe keeping.
coughing and sneezing into their elbow.
We will aim to send all your ‘own’
If spitting is necessary, please spit into a
medications home with a person nominated
tissue and dispose of the tissue in the nearest
by you once admitted. While in hospital, it is
rubbish bin, then attend to hand hygiene.
important that you only take those medicines
that are prescribed and given to you by
nursing staff.
Needle & Syringe Disposal &
Acquisition
A vending machine dispensing needles and
syringes and a disposal unit is located outside
on the wall facing the hospital car park
(charges apply).
Newspapers
Newspapers are available for purchase from
reception located on the ground floor.
16disabled parking
PATIENT INFORMATION
Parking NNSW Local Health District holds contracts
with the (ACHS) for their facilities to undergo
There is limited parking available within accreditation against the eight (8) National
hospital grounds. Entry to the car park is via Safety and Quality Health Service (NSQHS)
the Ewing Street there are allocated short- Standards on a regular basis, as nominated
term drop off and pick up, parents with by the council.
prams and disabled parking spaces located at
the rear of the hospital. The NSQHS standards aim to:
• Protect the public from harm.
Patient Flow
• Improve the quality of health service
The MDH, TTH and BCH work collaboratively provision.
and, at times, patients are transferred from
• Provide a quality assurance mechanism
one hospital to another based on clinical
that tests whether relevant systems are in
need and bed availability. Should you need to
place.
be transferred, this will be discussed with you
at the time. • Ensure that minimum standards of safety
and quality are met.
Personal Laundry
• Provide a quality improvement mechanism
This should be arranged with your family, that allows health services to realise
friends or carer. For patients who are unable aspirational or developmental goals.
to make these arrangements, please inform The eight NSQHS standards are:
the staff and alternative arrangements may
be made. 1. Clinical governance for safety and quality
in health service organisations,
Pink Ladies 2. Partnering with consumers,
The Pink Ladies is a volunteer service and 3. Preventing and controlling healthcare-
was established at MDH over 30 years ago. associated infections,
Pink Ladies are present on the wards on
4. Medication safety,
weekdays (excluding public holidays) and
provide a volunteer service to the patients 5. Comprehensive care,
on the wards. The Pink Ladies can assist by 6. Communicating for safety,
finding you reading materials, talking to you,
arranging your flowers and assisting at meal 7. Blood management, and
times, amongst many other jobs. 8. Recognising and responding to acute
deterioration
Quality & Safety
For further information about quality
MDH strives to continually maintain and and safety, please refer to the Australian
improve the performance, quality and safety Commission on Safety and Quality in Health
of health care services to consumers, and is Care website link:
currently accredited by the Australian Council
https://www.safetyandquality.gov.au/
on Healthcare Standards.
standards/nsqhs-standards
17PATIENT INFORMATION
Security UCRH provides on-site teaching for medical
students from The University of Wollongong,
The hospital’s security officers often perform Bond University, The University of Sydney
a security walk around the hospital’s exterior and The University of Western Sydney. Senior
and interior. The front entrance to the medical students from The University of
hospital is locked at 8.00pm and is opened at Wollongong spend a year on rural placement
6.00am each morning. and Bond, Sydney and Western Sydney
University students spend short periods of
Smoking
time in the wards, outpatient clinics and in
Smoking is prohibited in hospital general practices.
buildings and on hospital grounds. Teaching includes tutorials, lectures,
All health service facilities are smoke- video conferences, clinical workshops
free environments in accordance with and simulation scenarios in our excellent
NSW Ministry of Health policy. Nicotine Education Centre, where we have a Clinical
replacement therapy is available for Unit for Skills & Simulation (CUSS) and
inpatients. control room, lecture theatre, computer
room, library, education room and breakout
Teaching Facilities & Students
rooms.
MDH is proud to be affiliated with UCRH,
The aim is to give students an excellent
which has a modern teaching facility located
placement experience, to support them well
within the grounds.
during placement, to introduce them to the
MDH and University Centre for Rural Health beautiful Tweed Valley and our community
(UCRH) host students from 15 universities and to encourage them to return as local
and various disciplines for clinical placement. workforce when they graduate or post-
These include medical, general nursing, internship. The program is showing good
midwifery, physiotherapy, occupational return rates.
therapy, speech pathology, pharmacy,
dietetics, social work and radiography. Telephones
We are also proud to support the local high Please restrict general calls to the hospital
schools in placing work experience students. to speak with patients from 10.00am, if
Students attend inpatient, outpatient and possible, to enable staff to attend to morning
community placements. You may have the patient care and doctors’ rounds.
pleasure of meeting some of our enthusiastic There is a direct-dial telephone for a taxi
students during your stay. service provided in the main reception area
The UCRH provides coordination of on the ground floor. Please speak to the
placements, student orientation and general Ward Clerk or Nurse in Charge if you need to
support during placements and this includes make an urgent phone call.
extracurricular activities (multi-disciplinary To minimise disruption to our hardworking
education and social). staff, please nominate one family member as
the primary contact for your visit and provide
updates to other family members if needed.
18PATIENT INFORMATION
Toilets Questions, Feedback,
For health reasons, visitors are not to use the Comments, Suggestions &
patient toilets (including ensuites). Complaints
Visitors’ toilets are located on ground floor In order to further improve our services and
near Reception. care delivery, it is very important that we hear
from you.
Hospital Website
There are a number of ways in which you
Information about services at MDH can be can convey your views, make suggestions or
located on the Northern NSW local health express concerns, including:
district website by accessing the following
• Speaking directly to the staff.
link:
• Completing a consumer feedback form.
http://nnswlhd.health.nsw.gov.au
• Writing a letter.
Work Health & Safety (WHS)
• Speaking with one of the following if you
WHS is of ultimate importance to this have concerns or complaints about your
hospital. Maintaining a safe work treatment, care or hospital stay:
environment requires everyone’s continuous - The Nurse Unit Manager,
cooperation.
- The Nurse Manager,
Whether you are a patient, visitor, or staff
member, we are all individually responsible to - Deputy Director of Nursing, and/or
protect our own health and safety, and the - The Executive Officer/Director of
health and safety of others. Nursing.
- Writing a complaint and forwarding
it to the Complaints Manager, the
Northern NSW Local Health District
or the Health Care Complaints
Commission.
https://www.hccc.nsw.gov.au/
The staff at MDH are keen to ensure your
needs are met and you are satisfied with our
care. We would appreciate it if you let us
know of any concern at the time, so we can
assist you as soon as possible.
19PATIENT INFORMATION
Discharge from Hospital Hospital Fees & Health
If you have been provided with a scheduled Insurance
date for admission, you can begin planning
for your discharge before coming into
Choosing Between Public &
hospital.
Private Health Care
Arrangement of transport, assistance at According to the existing Medicare
home, and modifications to the home and arrangements, every Australian resident
respite are just some of the things you can (except those who are receiving treatment
start to arrange ahead of time. in an insurance matter) has the right to elect
to be treated as either a chargeable (private)
If you foresee problems at home during or
or non-chargeable (public) patient. It is very
after your hospital stay, you should discuss
important that you tell the admissions staff
these with your doctor or nursing staff.
whether you choose to be admitted as a
There are programs available to you on private or public patient.
discharge that will assist and support your
Patient Liaison Officers are available to
transition back to the community and reduce
discuss the benefits of each option and help
the risk of you returning to hospital.
you to choose the one that suits you best.
For example, transitional aged care services,
Did you know that using your private health
community nursing, age-related care services,
insurance whilst staying as an inpatient at
and community packages.
Murwillumbah District Hospital assists the
hospital in maintaining a high level of quality
Transport
care to the community at no additional cost
Where possible, you should arrange your to you?
own transport home. If this is not possible,
We waive your fund excess; meaning you
inform the nursing staff, who will assist you
will not have to pay your excess if you are
with alternative arrangements at your cost.
admitted as a private patient.
If you are transferring to another hospital or
health facility, transport arrangements will be The Patient Liaison Officer will simplify the
made by the ward staff and your family/carer process by providing you with any relevant
will be informed. forms that require your signature.
If you are having day surgery, you will need
to arrange for someone to drive you home
after your operation. (This is a requirement
by law after anaesthetics). If you require
assistance arranging transport home after
day surgery, speak to the pre-admissions
staff.
20PATIENT INFORMATION
Being Admitted as a Private How the hospital benefits:
Patient • It is our aim to provide all patients with
If you are a potential private patient, the the highest possible standard of care. To
Patient Liaison Officer visits the ward daily do this we need to constantly update our
and will discuss this issue with you and seek equipment and keep staff well trained.
your consent to be admitted as a private • The hospital receives funds when patients
patient. MDH has electronic access to most elect to use their private health insurance.
health funds for the purpose of eligibility
• The fees received from privately insured
checks and is able to provide a printed
patients provide additional funds for
copy of your entitlements. Any excess fee is
MDH.
waived by MDH and there is no gap to pay.
• This assists us to continually improve our
As a private patient, you can enjoy the
services to you.
following benefits:
• You may choose to be treated by the Long Stay Patients
doctor(s) of your choice, which includes
When you are a patient in this or any other
the Doctor on Call, provided your chosen
hospital (public or private) for longer than
doctor holds private practice rights with
35 days (without a break of more than seven
this hospital. Your chosen doctor may call
days), then a determination must be made
other doctors into consultation to assist
by your doctor as to whether you still require
with your care.
acute treatment. If your doctor decides that
• Waiver of any excess fees. you do not require acute care, then you may
• Where a private single room is available, be classified as a ‘nursing home type’ patient.
this may be offered to you. An accommodation charge will apply if you
• Post-discharge care will usually be carried are changed to a nursing home type patient.
out by your chosen doctor in his/her These charges are referred to as your patient
private rooms. contribution, and are not claimable through
health insurance or veterans affairs. For more
• A simple billing process. Our staff will information, please ask to speak to the Nurse
submit a claim form for you, which Unit Manager.
will need to be signed by you prior to
submission to your health fund.
• Private health fund checks to ensure you
are fully covered for your admission to
hospital, and no gaps to pay.
21PATIENT INFORMATION
Supporting Services For further information about all community
and allied health services and centre locations
Community & Allied Health within the Northern NSW Local Health
Services District, visit our website by accessing the
following link:
Community & Allied Health provides a wide
range of accessible health care services to http://nnswlhd.health.nsw.gov.au/about/
people of all ages. The services at Community community-health/
Health link in with some of the allied health
Aboriginal Health Unit
services at the hospital.
For example, you may have received Aboriginal Health is responsible for ensuring
treatment from a speech pathologist whilst the delivery of culturally appropriate medical
you were an inpatient in hospital. If you need services and health education and promotion
to continue this treatment after discharge, programs to Aboriginal and Torres Strait
you have the option of being referred to Islander people throughout the Northern
community health services. NSW Local Health District area.
Your nurse or your doctor may refer you to Aboriginal Health delivers a variety of health
a community or allied health service to assist promotion activities and health education
with your ongoing care after discharge. as well as supporting Aboriginal and Torres
Below is a list of some of the services that Strait Islander people with identification and
maybe available. For more information about management of chronic diseases. Included
these services and how to access them, within Aboriginal Health is the Aboriginal
please talk to your nursing staff. Family Health Program that has strategies
that focus on responding to family violence
• Child and family health
in Aboriginal Communities throughout
• Community nursing/palliative care nursing NNSW LHD. Aboriginal Health also partners
• Diabetes education with government and non-government
organisations to support the delivery
• Dietetics
of culturally effective health, social and
• Occupational therapy emotional wellbeing programs.
• Social worker Our Aboriginal Health Liaison officer for
• Speech pathology Murwillumbah District Hospital is Ragina
• Women’s health Rogers. If you Identify as Aboriginal or Torres
Strait Islander, please ask your nurse to
• Hospital in the home
contact Ragina on your behalf.
22PATIENT INFORMATION
Aged Care Assessment Team Hospital in the Home (HITH)
(ACAT)
Hospital in the Home (HITH) is clinical care
The ACAT provides assessment, information, that reduces the length of stay in hospital or,
advice and assistance to frail older people in some instances, can avoid an admission
who want to remain at home with support, altogether. A range of clinical conditions can
or who are considering living in an aged care be effectively and safely managed without a
facility. People who are not aged are eligible person needing to stay in hospital. There is
for aged care services in some circumstances. evidence that certain conditions can be well
managed through this type of care, including:
The Aged Care Assessment Team
comprehensively assesses frail-aged people, • Cellulitis
taking into account the restorative, physical,
• Pneumonia
medical, psychological, cultural and social
dimensions of their care needs and their • Deep vein thrombosis
eligibility for Commonwealth subsidised aged • Chronic obstructive pulmonary disease
care (for example, residential care, residential (copd)
respite care, home care packages and
• Urinary tract infections
transitional care).
The care received through a Hospital in the
Assessments are conducted in accordance
Home service is comparable with the care
with the Aged Care Act, the principles, and
received in a hospital. Some of the benefits
the Aged Care Assessment Program (ACAP)
for patients include:
guidelines.
• The ability to remain in the comfort of
Men’s Health Services your own home.
These services are available through the • Not having to adjust to the hospital’s
Tweed Hospital via referral from your local routine. You can eat your own food,
general practitioner. watch TV when you want and sleep in
your own bed.
• Reduced risk of adverse events from
hospital admission.
• Family and friends can visit when it suits
the patient rather than the hospital
routine.
23PATIENT INFORMATION
Location Map – Murwillumbah Hospital,
Medical Centres & Pharmacies
Medical Centres – Murwillumbah
Map Ref. 1 Queen Street Medical Centre, 12 Queen Street, Murwillumbah, 2484
Tel: (02) 6672 1244
Surgery Hours: Mon–Fri: 8.30am–5pm, Sat: Open from 8.30am
(Emergencies only)
Map Ref. 2 Main Street Medical Centre, 140 Main Street, Murwillumbah, 2484
Tel: (02) 6672 1200
Surgery Hours: Mon–Fri: 8.00am–5.00, Sat: 8.30am–11am
Map Ref. 3 Wollumbin Street Medical Centre, 36 Wollumbin Street, Murwillumbah, 2484
Tel: (02) 6672 1488
Surgery Hours: Mon–Fri: 9am–5pm
Map Ref. 4 King Street Medical Centre, 14 King Street, Murwillumbah, 2484
Tel: (02) 6672 4244
Surgery Hours: Mon–Fri: 8am–5pm, Sat: 8am–11am
24PATIENT INFORMATION
Chemists – Murwillumbah
Map Ref. A Priceline Pharmacy Murwillumbah, 72 Main Street, Murwillumbah, 2484
Tel: (02) 6672 1038
Hours: Mon–Fri: 8am–5.30pm, Sat: 8.30am–12noon, Sun: 9am–12noon
Services: Blood pressure checks, NDSS diabetic supplies.
Map Ref. B
Varela and Swift Pharmacy, 80 Main Street, Murwillumbah, 2484
Tel: (02) 6672 2388
Hours: Mon–Fri: 8am–5pm, Sat: 8.30am–12noon
Services: Blood pressure and glucose checks and medication checks, NDSS
diabetic supplies.
Map Ref. C
Murwillumbah Pharmacy, 108 Main Street, Murwillumbah, 2484
Tel: (02) 6672 1733
Hours: Mon–Fri: 8.30am–5pm, Sat: 8.30am–12noon. Sun and public holidays
closed
Services: Blood pressure checks, weight loss clinic, NDSS diabetic supplies.
Map Ref. D Soul Pattinson Chemist, Shop 14, Sunnyside Shopping Centre, Murwillumbah,
2484
Tel: (02) 6672 3323
Hours: Mon–Fri: 8.30am–6pm, Sat: 8.30am–3pm, Sun: 9.30am–1.30pm
Services: Naturopath services, NDSS diabetic supplies, medication checks and
review, blood pressure checks, Webster and sachet packing.
Map Ref. E Greg Mapp & Paul Hession Pharmacy, 14 King Street, Murwillumbah, 2484
Tel: (02) 6672 1394
Hours: Mon–Fri: 8am-5.30pm, Sat: 8.30am–12noon
Services: Hire and sale of surgical aids, crutches, wheelie walkers and
wheelchairs; natural therapies and herbal dispensary, NDSS diabetic supplies.
25PATIENT INFORMATION
Local Community Services for Your Information
The following pages contain information on a curated range of local community services
chosen to help you and your visitors during and after your stay.
Though a service’s feature in the publication doesn’t imply an endorsement on behalf of
the hospital, we want to thank these service providers for their support, without which
this publication would not be possible.
Please take the time to look through their services and consider their usefulness to you.
26The Murwillumbah Meals on Wheels Service
provides nutritious meals, soups and desserts
via a home delivery or a pick up service.
The target group for this service includes
people of all ages who are at risk of poor
nutrition due to an inability to cook, shop or
prepare adequate meals regularly.
This may lead to hospitalisations or early entrance
into care. Residents of Murwillumbah and surrounding
villages and rural areas are welcome to access our
service.
A social program helps to keep people connected by
volunteers helping with outings, trips to appointments,
shopping and includes some refreshments while out. A
small fee applies.
*Pictures not necessarily
actual meals supplied
To discuss menu and delivery options and further
information, please phone 02 6672 8866 or
email mbahmeals@bigpond.comTweed Community Services
Tweed Community Services provides programs to support eligible Tweed Shire residents
to live independently and safely in the community and in their own home.
Our programs include:
• My Aged Care support − helping older
Australians access information on services
and support available, assessing eligibility for
support, and providing referral and support for
access to service providers to meet specific
needs.
• Commonwealth Home Support Program
− providing older Australians with entry-level
support to help them maintain independence
and wellbeing in their own homes and
communities for longer.
• Brett Street Café Meals to Go − offering • National Disability Insurance Scheme (NDIS)
convenient, fresh, ready-to-heat meals at Support Coordination − providing support
affordable or subsidised costs to anyone who for those with NDIS plans to understand their
needs them. plan and connect with both formal and informal
supports to get the most out of their NDIS plan.
• Social Groups and Activities − providing
opportunities for older community members
to socialise, connect and get involved in the
community.
We understand and work with people to help them
find the right solutions and support services to
participate fully in life and in the community.
Our friendly team has more than 25 years’
experience and can help with advice on accessing
different services.
For more details on any of our services contact:
Tweed Community Services
(07) 5569 3110
www.tweed.nsw.gov.au/communityoptions
communityservices@tweed.nsw.gov.auYou can also read
