Patient information Mackay Base Hospital 2021
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Patient information
Mackay Base Hospital
2021
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Yuwibara | Barada Barna | Wangan | Jagalingou | Yuibera
Wiri | Gia | Ngaro | Juru | Birriah | Koinmerburra | Jangga
We are committed to improving health outcomes for Aboriginal and Torres Strait Islander people.
We commit to providing services which are culturally respectful and responsive to the needs of
our Aboriginal and Torres Strait Islander communities through our organisation’s core values of
Collaboration, Trust, Respect and Teamwork.
We promise to: Our commitment will be
demonstrated by:
• Value family and community Actively involving Aboriginal and Torres Strait Islander
people in decisions relating to the provision of health
• Work together towards achieving the best services and their own health care.
possible outcomes.
Building a workforce that is respectful of Aboriginal
• Empower individuals to take control of their and Torres Strait Islander cultural beliefs and values.
healthcare
Increasing our Aboriginal and Torres Strait Islander
• Promote positive relationships between workforce across our whole health service.
patients and health professionals
Supporting all of the Closing the Gap initiatives.
• Provide a culturally appropriate and sensitive
service delivery Providing services that are framed by the principles of
reconciliation as outlined in the Aboriginal and Torres
• Incorporate a culturally respectful and Strait Islander Cultural Capability Framework.
welcoming environment
Valuing Aboriginal and Torres Strait Islander
• Work together to improve patient care leadership within our organisation.
• Involve Aboriginal and Torres Strait Islander Working collaboratively with our Traditional
consumers and community in the decision- Custodians, their representatives and the wider
making process. Aboriginal and Torres Strait Islander community.
Mackay Hospital and Health Service acknowledges the Traditional Custodians of the land and
waters of all areas within the Hospital and Health Service geographical boundaries. We pay
respect to the Aboriginal and Torres Strait Islander Elders past, present and those yet to come
on whose land we provide health services as we make tracks towards Closing the Gap.
Artwork produced for Queensland Health by Gilimbaa
Contents
Acknowledgement of Traditional Custodians 4 Zero Tolerance to Violence 24
Interpreter Service 4 No Alcohol Policy 24
Welcome from the Chief Executive 5 Smoking 24
Welcome to the Mackay Base Hospital 6 Public Transport 24
Contact Us 6 Parking 24
Mackay Base Hospital 6 Telephones 24
Hospital Map 7 General Information 25
About Us 8 Accreditation and Quality Management 25
Our Values 8 Nurses Call System 25
Changes to Visitation at Our Facilities Due to Children in Hospital 25
COVID-19 9 Leaving the Ward Area 26
Visiting Hours 9 Transfer to Other Facilities 26
Visitors 9 Patient Travel Subsidy Scheme (PTSS) 26
Staff 10 Accommodation for Relatives 26
Your Stay at the Mackay Base Hospital 10 The Integrated Electronic Medical Record
Pre-Admission Clinic 10 (IEMR) at Mackay Base Hospital 27
Admission 10 Medical Information 27
How to Prepare for Your Operation 11 Patient Accounts 28
Bed Allocations and Single Rooms 11 Medical Team/Teaching of Health Professionals 29
Personal Effects 11 MIRI 29
Day Surgery Unit 11 The Hospital Fire Safety/Emergency Procedures 29
Arriving on the Ward 12 Support Services 30
Discharge Planning 12 Independent Patient Rights Adviser (IPRA) 30
Your Care and Safety 12 Aboriginal and Torres Strait Islander Liaison
Handover 12 Officers 30
Patient Identification 14 Palliative Care Information Services 30
Infection Prevention 14 Social Work 30
Multi-Resistant Organism Screening 14 Dietitian 31
Medication Safety 15 Occupational Therapy 31
Changes in Your Health 15 Speech Pathology 31
Helping You to NOT Fall Over 17 Physiotherapy 31
Preventing Pressure Injuries/Bedsores 17 Pharmacy 31
Your Rights and Responsibilities 18 Oral Health 32
Consumer Feedback, Complaints and Telehealth 32
Compliments 19 Other Services 33
Ryan’s Rule 19 Community Health Services 33
During Your Stay 19 Aboriginal and Torres Strait Islander Health
Mackay Hospital Foundation 19 Worker Network 33
Gift Shop 21 Aged Care and Home Care Services 33
Children Services 21 BreastScreen Queensland 34
Meal Times 21 Child, Youth and Family Health 35
Home Base Café 23 Community Mental Health and Alcohol and
Vending Machines 23 Other Drugs (AODS) 36
Spiritual Carers 23 Sexual Health and Sexual Assault Services 36
The Sanctuary (Multi-Faith Space) 23 Sexual Assault Services 37
Televisions and Electronic Equipment 23 Disclaimer 37
Laundry 23 Local Community Services for Your Information 38
Mail 23
3
Acknowledgement of Traditional Custodians
The Mackay Hospital and Health Service (Mackay HHS) respectfully
acknowledges the Traditional Custodians of the lands and seas on which we
work and live. We pay our respects to elders, past, present and future. Mackay
HHS is committed to honouring First Nations Peoples unique cultural and
spiritual relationships to the land, water and seas and their rich contribution to
society.
The Mackay HHS ‘Statement of Reconciliation’ is our commitment to reducing
inequalities between Aboriginal and Torres Strait Islanders and other Australians
in health outcomes in line with the Australian Government’s Closing the Gap
initiative.
Interpreter Service
Effective communication between patients and staff is important. Interpreter
services are available and will be organised by the nurse caring for you. All
information is confidential. Please speak with a member of staff for further
information about our interpreter services. We also have Auslan Connections
which provides specialist interpreting services to the deaf and hard of hearing
community.
Information printed in this guide is subject to change without notice as we
continue to respond to the evolving COVID-19 restrictions and health advice.
Please speak with a member of our nursing staff if you have any questions.
4
Welcome from the Chief Executive
Dear patients, families and friends,
Welcome to the Mackay Base Hospital. This patient guide is designed to
introduce you to our hospital, our services and to answer any questions you may
have about your care and the hospital during your stay.
Caring for you is our priority and we are committed to providing comprehensive,
safe and high-quality healthcare.
Our staff do an excellent job in delivering friendly and compassionate care to
our patients at every stage of life. We are here for you, to support you and your
support networks on your healthcare journey.
Mackay HHS is committed to preventing hospital infections. To help us prevent
the spread of germs and infections we ask all of our visitors and staff to please
use the hand hygiene foam before entering and leaving the hospital wards and
after patient contact.
If you have any questions or concerns about your care, I encourage you to
discuss them with your treating nurse, doctor or other health professional.
On behalf of the whole team, I wish you a fast recovery. Please let a member of
our staff know if there is anything we can do to make your stay more comfortable.
Kind regards
Lisa Davies Jones
Mackay HHS Chief Executive
5
Welcome to the Mackay Base Hospital
Contact Us
For all enquiries, please phone the hospital directly with the details of the ward
or department that you wish to speak to, and the switch staff will assist you.
Mackay Base Hospital
Bridge Road, Mackay QLD 4740
Telephone: (07) 4885 6000
Facsimile: (07) 4885 6408
www.mackay.health.qld.gov.au
Email: mhhsengagement@health.qld.gov.au
6
Pioneer River
Mackay Base Hospital Map
N
Key
Parking Bus stop Entry points H Helicopter pad
H
Hospital Map
Lifts Gift shop Toilets Taxi
B B Café Multi-faith Accessible Vehicle entry
Women’s Child and
room toilets
Adolescent
ATM Bicycle parking
Health Unit
B Unit Drop off Change room
Stairs zone Hospital Foundation
Birth information kiosk
Centre
Blocks
F
A Block D Block H L M Block
A
Loading dock G A A Ground floor Ground floor Staff only
Orthopaedics Women’s, Children • Admissions • Dental
ward and Adolescent
H Clinics • Mackay Hospital
L Staff only Foundation
E Block J Block
Staff only • Pathology blood Ground floor
collection Ground floor
BRIDGE ROAD
• Mental health
• Special care nursery • Emergency department
Travel
Admissions • Specialist outpatient • Medical imaging
Main clinics • Pharmacy
Entrance • Travel • Short stay unit K Block
E E • Women’s, children’s • Cashier Ground floor
Staff only • Education and
and adolescent Level one
Q outpatient clinics research centre
M • Day surgery
• Library
Level one Level two
Staff only
Staff only
• Administration • Clinical
Specialist reception
A Outpatient
measurements unit
J Clinics • Oncology day unit • Medical records Q Block
• Renal services Ground floor
C • Aboriginal and Torres • The Sanctuary
EMERGENCY
D Strait Islander unit F Block multi-faith room
Ground floor • Gift shop
• Medical, stroke and • Café
B Block rehabilitation unit
Ground floor Level one
Emergency • Birth centre • Intensive care unit R Block
services only • Birth suite • Cardiac care unit Ground floor
• Child advocacy unit Level two • Community health
K • Women’s health unit • Medical unit and therapy services
• Child and adolescent
N unit
Public car park
G Block
C Block Level one
Staff parking Ground floor • Surgical unit
• Allied health • Mixed medical ward
Public car park opens 8am • Orthopaedics ward
R
7
About Us
The Mackay Hospital and Health Service (Mackay HHS) is a contemporary
organisation with more than 2,000 employees, providing extensive health
services in a range of regional, community and rural settings, to a population of
around 120,000 people. The Mackay HHS is made up of eight hospitals and five
community health facilities, which are:
• The Mackay Base Hospital • Middlemount Community Health
• Bowen Hospital • Moranbah Hospital
• Clermont Hospital • Proserpine Hospital
• Collinsville Hospital • Sarina Hospital
• Dysart Hospital • Whitsunday Community Health
• Glenden Primary Health Care Centre • Carlyle Street Community Health
• Mackay Community Health Centre, Mackay
We are passionate about our community and the health of the people living in it.
Our purpose is simple. We want to provide outstanding healthcare services to
you through our people and partners.
The Mackay Base Hospital is the referral hospital for our region, one of the most
modern healthcare facilities in Queensland. A state-of-the-art facility equipped
with leading edge technology to assist us in providing the highest level of care to
you.
Our organisation has strong links to its communities through our consumer
advisory partners, family advisory partners and the community reference groups.
These groups allow the Mackay HHS to actively involve patients, their families
and carers, and the community in decision making processes, which shape the
service, treatment and care we provide.
Our Values
Our values are at the heart of ‘why we
do, what we do’ and they define ‘the
way we do things’. Our values are:
• Collaboration: driving innovation through partnerships and cooperation;
Trust: having confidence and belief in each other to be able to rely and
•
depend on our actions;
Respect: showing respect and compassion for the people we care for and work
•
with; and
• Teamwork: depending on and supporting one another individually and as a
team.
8
Changes to Visitation at Our If you have permission from the Nurse
Facilities Due to COVID-19 Unit Manager to stay with your loved
The safety of our patients, visitors and one during quiet time, we ask that you
staff is our highest priority and we are mindful of noise during this time,
understand that visiting loved ones in as patients need time to recover.
hospital is important, just as much as Some wards/units may only allow
their health. immediate family and have restricted
To help prevent the spread of visiting hours due to the nature of care
COVID-19 and protect our patients, being provided in that clinical area. At
visitors and staff, we have measures in all times, care for our patients is our
place that are guided by Queensland primary focus.
Health’s Hospital Visitors Direction.
Please be advised visiting hours and Visitors
policies will change in accordance We welcome and encourage families,
with the Queensland Health Hospital friends and carers of our patients to
and Aged Care Facilities Visitors visit as they are an important part
Direction. We encourage you to visit of the recovery process in hospital.
the QH webpage for latest details or Visitors can help patients recover
call the hospital switch prior to visiting faster, are an important source of
Ph: (07) 4885 6000 support and can also help reduce
their anxiety and stress. However, it is
https://www.health.qld.gov.au/
up to the person in hospital to decide
system-governance/legislation/
if they want visitors. Patients may
cho-public-health-directions-under-
request no visitors at times, and this
expanded-public-health-act-powers/
will be respected.
hospital-visitors-direction
Visitors must also respect hospital
Visiting Hours policies and visiting hours. Many
The Mackay Base Hospital has complex processes and procedures
flexible visiting hours from 8.00am happen in healthcare. There may be
– 8.00pm seven days a week. After- times when visitors may be asked
hours visiting times are 9.00pm – to leave an area for short periods of
6.00am and only with approval by time as a result of care being provided
the respective units. The Women’s to the patient. If you are unsure
Health Unit, Special Care Unit, and about the best time for visiting, we
the Child and Adolescent Unit after- encourage you to talk directly to staff
hours access is via the intercom on the ward.
located at the external door on Bridge We limit visitors to two people at
Road. All other units can be accessed one time to make sure the patient
through the Emergency Department. does not become too tired and that
Some wards may have quiet times the ward is not too busy. You may
established, when lights are dimmed, have to wait until other visitors leave
and visitors may be asked to leave the before you can see the patient. Where
ward for these times to allow patients possible, coordinate visits with others
time to rest. such as family members. 9
Visitors who have colds or other Admission
infections should not visit until they Opening Hours
are well. 6.30am – 3.15pm, Monday to Friday.
Wheelchairs can be loaned from All admissions come to the
the Hospital Foundation at the Admissions Office where staff will
information desk between 8.00am check your contact details and
and 4.00pm, Monday to Friday. paperwork are up to date. You will
need your Medicare card and any
Outside of these hours, please use
relevant concession cards such as a
the courtesy phone at the information
pension or healthcare card. You will
desk to call an operational officer. also be asked for details of private
Staff health insurance if relevant.
All staff and volunteers wear hospital If you are being treated for a condition
identification badges that include for which you may recover damages
their photograph, name and job title. from another party, you will be asked
If you are concerned about the identity to supply all relevant details to the
of a visitor, please contact a staff hospital at the time of admission or
member. before discharge.
Once you arrive in your designated
Your Stay at the Mackay Base ward or Day Surgery Unit, you will
Hospital be issued with an identification
band as part of your admission. The
Pre-Admission Clinic identification band will state your
Opening Hours name, date of birth and hospital
identification number.
9.00am – 4.30pm, Monday to
Thursday and You will be asked to confirm these
9.00am – 3.00pm, Friday. details and state what procedure
you will be having multiple times by
Prior to surgery, you may be required different staff. This may be frustrating
to attend a pre-admission clinic. to repeat but this is a very important
The clinic is conducted for patients safety process.
who are booked for surgery and for
some procedures. Most often you Under the National Health
will be seen by the nursing staff, Care agreement between the
medical staff and anaesthetic staff. Commonwealth and state
Consulting with these people will governments, all patients admitted
help identify any health problems to public hospitals are to be given
that need treating prior to surgery and the choice to be treated as a public or
any tests you may require, and also private patient. In response to this,
allows for any discussions regarding Queensland Health has developed a
instructions/education on the plan of ‘patient election form’ that you will be
your care. requested to complete before or on
admission.
10Please ask to speak to a Patient Patients should bring their Medicare
Option Liaison Officer if you would like card, pension and health benefit
to discuss this further. cards, letter from your referring
doctor (if any), any medications you
How to Prepare for Your Operation are currently taking, relevant private
What you can do: x-rays, spectacles and hearing aids.
• Follow the preoperative instructions If you have an enduring power of
given to you. attorney (medical treatment), or
advanced health directive, please
• Tell the doctors and nurses about bring a copy.
any medication you take.
Where will I keep my personal
• Ensure all your details are correct. belongings?
• Tell the nurses if you have any If you are staying overnight, you
difficulty with mobility or will will have a bedside locker for your
need special care when you are personal belongings. It is helpful if all
discharged home. of your belongings are labelled with
your name.
• Let us know if you require a medical
certificate. It is advised that valuables are not
brought to the hospital with you.
• Arrange special transport home, if
required. Please do not bring large amounts of
money, jewellery or other valuables
• Check and make sure you
into hospital. Please leave these at
understand all the information on
home.
the consent form before you sign it.
While our staff take every care,
• Ask your doctor or nurse if you are
the Mackay HHS does not accept
not sure about anything.
responsibility for any loss or damage
that may occur to items you bring into
Bed Allocations and Single Rooms
hospital.
The Mackay HHS hospitals have
single and shared rooms, which Day Surgery Unit
accommodate both private and public
The Day Surgery Unit caters for a
patients. Rooms are allocated on
range of patients and procedures
clinical need. Very ill or infectious
only requiring a short stay. The
patients always have priority to single
unit supports surgical activity and
rooms. Your bed allocation may
endoscopic procedures such as
change during your stay.
gastroscopies, colonoscopies and
bronchoscopies. Unless otherwise
Personal Effects
advised, you will be discharged home
You will need night attire, a dressing the same day or the following day.
gown, slippers, underwear and
toiletries such as soap, shampoo, a
toothbrush and toothpaste, hairbrush,
razor and tissues.
11When you are well enough, a nurse It is advisable to have your transport
will discharge you according to your home organised for a 10.00am
doctor’s instructions and give you discharge.
information regarding your post- When applicable, home care for
operative care. You may have a little patients can be organised for those
discomfort at your operation site. The patients who require assistance
nurse is the best person with whom to after discharge. Please discuss any
raise any questions or concerns you or concerns you may have with the staff
your carer may have. It is imperative looking after you. Please remember to
that you and your carer follow your collect private x-rays and medications
post-operative instructions. The that you brought into hospital.
Day Surgery Unit endeavours to call
all patients the business day after If you are unsure of your current
discharge to check on your progress discharge medications or any other
and answer any questions you may details regarding your discharge,
have. Please be aware when we try please ask the nursing/medical or
to call you, the hospital number will pharmacy staff prior to leaving. Also,
display as private. please be aware of any follow-up
appointments you need to make, or
Arriving on the Ward that have been made for you.
If you are being admitted as an
emergency admission, you will Your Care and Safety
be collected from the Emergency
Department and taken to your bed Handover
by ward/unit nursing staff. Details of At least once each day,
the ward layout and services will be staff will handover from
explained at this time. Your admitting one shift to another
nurse will assess your needs and at your bedside rather than in the
commence your care. nurses’ station. They will check your
medication charts, your plan of care,
Discharge Planning and any other information which
Discharge planning commences early is relevant such as management of
in your admission process to ensure wounds or pain.
the return to your home environment You are an important part of this daily
is well organised. Your Estimated handover and staff will chat with you
Day of Discharge (EDD) should be about your progress with reaching
identified to you and your family on your goals. It is very important that
your admission. Plans for transport you tell staff about any issues or
home should be organised for around concerns you have so that they can be
this date. If there are any changes addressed as soon as possible.
to your EDD your treating team will
discuss them with you. On the agreed
day of discharge from hospital your
departure should occur by 10.00am.
12Mackay Hospital and Health Service
RESPECT the CHECK
Patient Identification and Procedure Matching
We want to make sure you get the right treatment so we will:
• Have you wear an ID band
• Repetitively check your ID band and ask your
- First and last name
- Date of birth
• Check your ID band every time we need to
- Give medication
- Collect a specimen
- Before treatment or procedure
• Regularly ask what your allergies are if you have a red band identifying
allergies
Tell the nurse immediately if you don’t have an ID band or
if it is damaged
Checking is essential for your carePatient Identification Hand hygiene is the single most
Your identification helps important factor in reducing hospital
us to give you the right acquired infections.
care, especially when All healthcare workers should always
giving out medications perform hand hygiene in front of you.
and other treatments. You will have If you have any concerns, feel free to
an identification band placed on remind them.
your wrist when you are admitted.
Please check to make sure that the Alcohol-based hand rub is located
information on your band is correct. in all patient care areas and in high
traffic areas at the Mackay Base
Staff members should check your Hospital.
identification before giving any
treatment, medications or other care. Multi-Resistant Organism
Screening
Infection Prevention
An Infection Prevention What are multi-resistant organisms
Clinical Nurse Consultant (MROs)?
oversees infection control Every human has bacteria (bugs)
issues across Mackay HHS living on their skin. These bacteria
to ensure optimal patient outcomes usually don’t cause us any harm.
are achieved and maintained through MROs are bugs that have developed
compliance with standardised policies resistance to antibiotics. This means
and procedures. that some of the antibiotics available
are no longer effective in killing these
When we are fit and healthy, we can bacteria.
usually defend ourselves against
many germs. Often our natural This makes infections with these
defences are weakened when we bacteria more difficult to treat.
are not well, or after an operation. However, there are still antibiotics that
It is very important that everyone, can treat these infections.
including patients, their families and Whilst you are a patient in Mackay
carers clean their hands: Base Hospital you might be asked to
• Before and after entering a undergo screening for MROs. MROs
patient’s room or visiting someone are found in specimens that are sent
in the hospital to the laboratory, e.g. samples of your
blood, urine and swabs taken from
• After going to the toilet your nose, rectum (bottom) or wound.
• After blowing your nose, coughing Examples of MRO are:
or sneezing
• MRSA (Methicillin-resistant
• Before, during and after preparing Staphylococcus Aureus)
food
• VRE (Vancomycin-resistant
• Before eating Enterococci)
• When your hands are visibly dirty.
14• ESBL - (Extended Spectrum Beta- This includes herbal, naturopathic and
Lactam) Producing Klebsiella over-the-counter medications. They
pneumonia will be returned to you on discharge.
• MRAB (Multi-Resistant While in hospital, all your medications
Acinetobacter Baumannii) will be locked in the top drawer of
• CRE (Carbapenem-Resistant your bedside locker. Medications will
Enterobacteriaceae) be administered by hospital staff to
ensure appropriate dosing and to
Many patients admitted to hospital minimise the occurrence of adverse
will be screened for MROs. This means drug reactions.
all patients who are transferred from
another hospital, including overseas It is of the utmost importance that no
hospitals, and all patients admitted medications are taken by you without
to the Intensive Care Unit. Many of the the consent of your doctor or the
hospital wards also conduct routine nursing staff.
screening of patients on admission. You are encouraged to ask the doctor
This is to monitor for any new cases of for information about your condition,
MROs. as well as who will be involved in your
Screening for MROs involves taking treatment and when you can expect to
a swab just inside the nose and see them.
rectum, and a swab of any wounds.
Changes in Your Health
The screening swabs are collected
by nurses or doctors, they are not Our staff are trained to take
painful, and only take a moment to observations and to notice
collect. changes in your health,
which could indicate that something
Medication Safety is not quite right.
It is important that the However, you know yourself best and
team knows about any you can help staff by letting them
medications you are know immediately if:
taking or were taking • You don’t feel well, however minor
prior to admission. This includes it may seem to you;
medications prescribed by your own
doctor or bought over the counter from • You think there has been a change
a chemist or health food store and in your condition; and/or
includes any herbal or homoeopathic • You think that part of your care has
preparations. been missed (e.g. medications
We will also need to know of any missed).
allergies you may have to antibiotics, Any patient or carer can activate a
medications or foods. rapid response. Please ask nursing
You should give ALL your medications staff for further information. If
to nursing staff when you come into something is not quite right, then the
the hospital so they can be properly sooner we know about it the quicker
stored. we can do something about it. 15My healthcare rights
This is the I have a right to:
second
edition of the Access
Australian Healthcareservicesandtreatmentthatmeetsmyneeds
Charter
of Healthcare Safety
Rights. Receivesafeandhighqualityhealthcarethatmeetsnationalstandards
Becaredforinanenvironmentthatissafeandmakesmefeelsafe
These rights apply
to all people in all
places where health
Respect
care is provided Betreatedasanindividual,andwithdignityandrespect
in Australia. Havemyculture,identity,beliefsandchoicesrecognisedandrespected
The Charter
describes what you,
Partnership
or someone you care Askquestionsandbeinvolvedinopenandhonestcommunication
for, can expect when Makedecisionswithmyhealthcareprovider,totheextentthatI
receiving health care. chooseandamableto
IncludethepeoplethatIwantinplanninganddecision-making
Information
Clearinformationaboutmycondition,thepossiblebenefitsandrisks
ofdifferenttestsandtreatments,soIcangivemyinformedconsent
Receiveinformationaboutservices,waitingtimesandcosts
Begivenassistance,whenIneedit,tohelpmetounderstandand
usehealthinformation
Accessmyhealthinformation
Betoldifsomethinghasgonewrongduringmyhealthcare,howit
happened,howitmayaffectmeandwhatisbeingdonetomake
caresafe
Privacy
Havemypersonalprivacyrespected
Haveinformationaboutmeandmyhealthkeptsecureandconfidential
Give feedback
Providefeedbackormakeacomplaintwithoutitaffectingtheway
thatIamtreated
PUBLISHED JULY 2019
Havemyconcernsaddressedinatransparentandtimelyway
Sharemyexperienceandparticipatetoimprovethequalityofcare
andhealthservices
For more information
ask a member of staff or visit
safetyandquality.gov.au/your-rightsHelping You to NOT Fall • Giving yourself time to regain your
Over balance when moving from lying
The reasons for falls to sitting and sitting to standing
are that you are in an before you walk.
unfamiliar place, you may suffer • Never standing or trying to walk if
dizziness from medication, you may you are feeling dizzy or unwell.
not have your normal socks and shoes
to walk around in or you may not be • Never sitting on the edge of the bed
able to see properly in the dark. if you are likely to slide off.
If you have had an operation or have
an injury to your hip, leg or knee you
may not be as steady on your feet as
you usually are.
Falls can cause serious injuries, so
please help us to help you to NOT fall
over by:
• Always using the call bell to ring for
help if needed before you move,
especially if you are concerned Preventing Pressure
about falling or have fallen before. Injuries/Bedsores
• Always turning on the light when When you spend time
getting up during the night so sitting or lying still, your
that you can see clearly and avoid body can develop a sore
tripping over. spot known as a pressure injury.
• Always using your normal walking These injuries can affect the muscle
aid (walking frame, walking stick). and bone if not identified and treated.
• Always wearing secure, flat, non- Anybody can develop a pressure
slip shoes with an enclosed back injury; however, you can decrease the
when you are walking around. possibility if you:
• Always wearing your hearing aids • Move – change your lying and
during the day. sitting position as often as
possible, even a small change can
• Always wearing your glasses if you help. Staff will help you change
need them to see clearly when position if needed.
walking.
• Let staff know if tubing from
• Always making sure your bed is at oxygen over the ears, nasogastric
knee height and that your feet are tubes and drainage bags from
flat on the floor when sitting on the indwelling catheters or wound
side of the bed before standing. sites are causing pressure/redness
• Never walking in just your socks. on the skin, these areas need
to be checked and preventative
• Never climbing over bed rails. dressings applied. 17• Make sure you keep your skin as • Give a compliment or make a
dry as possible. complaint.
• Make sure you eat well and drink • Have your personal information
plenty of fluids. kept private and confidential.
• Keep weight off bony parts of your • Submit a formal request to see your
body (e.g. heels and tail bone). medical record.
• Let staff know immediately if you • Decide if you want to take part
develop a sore spot where you’ve in medical research and clinical
been sitting or lying. training.
What are your responsibilities?
Your Rights and Responsibilities
We want to make sure you get the best
What are your rights? possible care. To do this, please do a
You have the right to: few things, such as:
• Free hospital and community- • Give staff as much information
based services as a public patient, as you can about your health and
if you have a current Medicare card. any beliefs that may affect your
This does not apply to Oral Health treatment.
(dental) services. Please refer to • Tell staff if you are taking any
the Oral Health section in this medicine, recreational drugs or
booklet for eligibility. natural remedies.
• Be treated with respect, dignity and • Tell staff if someone else is treating
consideration regardless of your you for the same condition.
age, gender, sexual preference,
religion and culture. • Ask questions and talk to your
family if you want to, before
• A free interpreter. making any decisions about your
• Information so you can choose to healthcare.
be a public or private patient. • Follow staff instructions for your
• Treatment based on the hospital’s treatment and care.
assessment of how sick you are. • Tell staff about any problems
• Take part in decisions about your you are having because of your
healthcare. treatment or the treatment that you
need.
• Information that is easy to
understand about your treatment, • Be on time for appointments and
including risks and other choices. let your health service know if you
want to cancel, or if you change
• Give your permission before being
your contact details.
treated if you are able.
• Talk to your local doctor if your
• A second opinion.
condition changes while you are on
a waiting list for treatment.
18• Treat all people you meet in the When Ryan’s parents were worried,
health service (staff, volunteers, he was getting worse they didn’t feel
patients/clients) with the respect their concerns were acted upon in
and consideration we all deserve. time.
• Respect the confidentiality and Ryan’s Rule has been developed to
privacy of others. provide patients of any age, families
and carers with another way to get
Consumer Feedback, Complaints help.
and Compliments Ryan’s Rule is not for reporting
Our staff are committed to delivering complaints. For further information,
a patient-centered model of care, see the factsheet in this booklet on
which is built on the foundations of page 20.
meaningful relationships with our
patients, family members and their During Your Stay
significant others.
Mackay Hospital Foundation
We value your feedback and
encourage you to discuss any Trolley service
concerns or comments, positive or The Mackay Hospital Foundation,
negative, relating to your admission together with their volunteers, operate
or visit at any of our facilities with a trolley service that visits patients’
your treating doctor, or the nurse unit rooms and waiting areas each
manager in your ward/unit. Our goal, morning, Monday to Friday.
where possible, is to try to resolve
It stocks items for purchase such as
issues at the initial point of contact.
newspapers, magazines, snacks,
Alternatively, to provide your feedback
drinks, sandwiches and other
visit http://www.mackay.health.qld.
convenience items.
gov.au/getinvolved/your-feedback/
The volunteers also distribute
Or you can contact the Consumer
magazines throughout areas of
Feedback Coordinator on (07) 4885
the hospital, including patient
7690 from Monday to Friday between
rooms, common areas and waiting
the hours of 9.00am and 4.00pm.
rooms. This is a free service utilizing
You can also contact the Office of the
donations from the community.
Health Ombudsman (OHO) on 133
646, or visit www.oho.qld.gov.au Information desk
with any concerns about your health The information desk is located in
service provision. the foyer of the main entrance area.
Volunteers are available to assist
Ryan’s Rule visitors with directions, information
Ryan Saunders was nearly three and the use of a wheelchair.
years old when he tragically died in The information desk is staffed
hospital. His death was found to be, Monday to Friday, 8.00am – 4.00pm.
in all likelihood, preventable. Staff did Also available is a selection of books
not know Ryan as well as his Mum and for sale.
Dad knew him. 19Queensland Health
Ryan’s Rule
for all patients, families and carers
Use Ryan’s Rule to get help when you are concerned about a patient in
hospital who is getting worse, not doing as well as expected, or not improving.
Who can call: patients, families or carers.
Follow these steps to raise your concerns.
Step 1
Talk to a nurse or doctor about your concerns.
If you are not satisfied with the response.
v0.04 - 11/2013 We acknowledge ACT Government Health CARE resources. Photograph source: HMMU, RBWH, Metro North Hospital and Health Service.
Step 2
Talk to the nurse in charge of the shift.
If you are not satisfied with the response.
Step 3
Phone 13 Health (13 43 25 84)
or ask a nurse and they will call on your behalf.
Request a Ryan’s Rule Clinical Review and
provide the following information:
• hospital name
• patient’s name
• ward, bed number (if known)
• your contact number.
A Ryan’s Rule nurse or doctor will review the
patient and assist.
If you have feedback or a complaint,
please speak with the nurse in charge or
ask for a feedback form.
For more information,
speak with your nurse.
Great state. Great opportunityThe Mackay Hospital Foundation Children Services
offer volunteer assistance to The Mackay Hospital Foundation
Mackay Base Hospital for a Volunteers have a playgroup located
variety of roles, including patient within the Children’s Ward. Activities
assistance, distribution of items and are open to patients within the
administration. Children and Adolescence Unit and
All volunteers will wear a purple BOQ their siblings.
Buddy shirt with the Mackay Hospital
Foundation logo, a Mackay HHS Meal Times
photo ID tag and a Mackay Hospital Meal hours are as follows:
Foundation name badge. Breakfast 7.10am – 8.00am
If you would like to become involved Morning Tea 10.00am – 10.45am
with the Mackay Hospital Foundation,
either as a volunteer or to make a Lunch 11.25am – 12.20pm
donation, please see our volunteers at Afternoon Tea 2.30pm – 3.30pm
the information desk.
Dinner 4.55pm – 6.00pm
Gift Shop Supper 6.45pm – 7.30pm
The Gift Shop is located on the ground Menu forms are provided during the
floor, opposite Home Base Café, breakfast meal services and must
and is managed by Mackay Hospital be completed daily to ensure that
Foundation volunteers. It stocks items you receive your meal preferences.
such as flowers, cards, gifts, snack If your menu form is not completed,
foods, cold drinks, newspapers, then you will receive a standard meal.
magazines and other convenience Sandwiches are provided if you are
items. The Gift Shop is open Monday absent during any of the meal services
to Friday 8.30am – 4.30pm and due to having a consultation or
Saturday 10.00am – 1.00pm. procedure.
The food menu is designed to
provide a selection of foods to meet
diversified tastes. If your diet has to
be modified due to your illness, your
clinical team will discuss this with
you. The hospital dietitian will be
available to provide the necessary
instructions so that you may continue
your special diet at home, if required.
21It’s your hospital, your charity of choice.
The Mackay Hospital Foundation is a local independent community-driven non-profit charity supporting the
Mackay Base Hospital and all other local hospitals in the Mackay Hospital and Health Service region.
There are many ways you can get involved:
Donations and money boxes
All donations of $2 or more are tax deductible. For further information please visit
www.mackayhospitalfoundation.com.au
Giving the gift of time or
Become one of our volunteers who provide Contact the Volunteer and Administration Coordinator
valuable services to the community, offering a
helping hand in many areas of the hospital. Phone: 07 4885 5915
Email: mhf@health.qld.gov.au
Bequests
Leaving a legacy in your will is a reflection on
how you wish to be remembered.Home Base Café Requests for special occasion
Home Base café is located on the bookings, such as naming
ground floor of the hospital next to the ceremonies, must be approved by
gift shop. the Community Engagement Team.
To seek approval, please email
Opening hours are Monday – Friday,
mhhsengagement@health.qld.gov.au
6.30am – 4.00pm and Saturday
6.30am – 2.00pm. Home Base Café is Televisions and Electronic
closed on Sundays.
Equipment
Vending Machines Personal televisions, small radios
For your convenience, there are and MP3 players are allowed in
vending machines located in the single-patient wards. However, in
Travel Lounge and outside of Medical shared wards, please use an ear piece
Imaging. attachment to ensure other patients
are not disturbed.
They sell a range of snack foods, as
well as hot and cold drinks. Televisions are allowed in the general
wards. However, if you are a mobile
Spiritual Carers patient, we encourage you to use the
television lounge.
Mackay Base Hospital relies on the
services of visiting clergy/spiritual Laundry
advisors who are not employed by the
service, nor are they a volunteer in the The Mackay HHS hospitals do not
service. They visit the hospital only provide a laundry service for personal
at the request of the patient or upon belongings. Please bring enough
staff request. The Sanctuary is also clothing for your hospital stay or
available for times of quiet reflection. arrange for your family to launder and
return items to you.
The Sanctuary (Multi-Faith Space)
Mail
Mackay Base Hospital offers a quiet
space for patients or visitors who Mail sent to you will be delivered to
may wish to have some time away the hospital mail room and collected
from the ward in an area of peace and by the Ward Clerk as time allows. If
spirituality, where everyone can feel you are expecting mail, please advise
safe and comfortable to engage with the Ward Clerk. If you have mail to
their spirituality or religion. send, hand it to relatives or friends, or
to a member of staff who will deliver it
The room is known as the Sanctuary to the hospital mail room for collection
and is located on the ground floor of by Australia Post, provided it has a
the hospital beside the lifts, next to stamp attached. Any mail without a
Medical Imaging. It’s open 24 hours a stamp will need to be returned to you
day. for a stamp to be attached. Stamps
Please make sure the room is returned can be purchased from the hospital
to its original state after use. gift shop on the ground floor.
23Zero Tolerance to Violence The patches and gum will reduce
Queensland Health has a ‘Zero any withdrawal symptoms, such as
Tolerance to Violence’ policy. This cravings, irritability and anxiety. If you
policy states that no person in the choose to continue to smoke, please
hospital or the healthcare system walk to Bridge Road off the hospital
should be exposed to verbal or grounds to do so.
physical aggression. Where there is
a criminal offence, security/police Public Transport
will be called if necessary. All staff, A public bus stop is located on Bridge
patients and visitors are encouraged Road at the front of the hospital. A
to report breaches of the policy. free taxi phone is located next to the
foyer of the hospital, by the Hospital
No Alcohol Policy Foundation Volunteers desk.
Consumption of alcohol on the
hospital premises is strictly Parking
prohibited. Areas available for public parking are
signed as such. The hospital does not
Smoking accept liability for loss or damage to
Smoking is not permitted on vehicles or their contents.
Queensland Health property. It is
against the law to smoke at public Telephones
and private health facilities. The ban There is a public telephone located
extends to five metres beyond the on Bridge Road opposite the hospital.
boundary of the hospital grounds. Please ask the staff if you need
Smoking is prohibited in the hospital directions to access it.
buildings and hospital grounds. Mobile phone use is permitted at
Smoking is not permitted in the Bridge times when it does not disrupt your
Road bus stop. On the spot fines care or the care of others. We request
apply. Disregarding smoking policies that your mobile phone is kept on
can have serious consequences. silent mode to ensure it doesn’t
If you see or smell cigarette smoke, disturb other patients or interrupt
please report it to nursing or other hospital routine or procedures. Mobile
staff on the ward, who will take the phone use within the hospital may
appropriate action. be restricted upon the advice of staff,
based on the care needs of yourself
If you are a patient coming into the and other patients around you.
hospital and you smoke, your smoking
will be assessed and you will be We ask that all mobile calls cease
offered nicotine replacement therapy between 9.00pm and 8.00am in
(nicotine patches or gum) to help you consideration of other patients. At
not smoke during your hospital stay. times, you may be asked to turn
your phone off and you must comply
with this request. Staff are not to be
photographed or filmed.
24General Information Children in Hospital
Children miss their families and home
Accreditation and Quality environment, so we encourage their
Management immediate family to spend as much
The Mackay HHS is accredited by time as possible with their child
the Australian Council on Healthcare during their hospital stay. You can
Standards against the National Safety play a positive role at this time by
and Quality Health Service Standards. supporting your child and assisting
This means that our commitment the clinical team with various
to providing the highest quality routines involving your child. Certain
care is maintained to a nationally restrictions may be necessary so that
recognised standard. In maintaining the nurse can effectively carry out
accreditation, we are required to treatment prescribed by the doctor.
continually monitor and evaluate Your cooperation is appreciated in
the quality of our service delivery these circumstances, but there are
to ensure we can provide excellent otherwise no restrictions on visiting
healthcare into the future. times for parents.
The health service strives to ensure Children visiting the hospital are to be
there is a culture of continuous quality under the supervision of an adult at
improvement, with staff committed all times. One adult member of your
to continually improving the quality, family is welcome to stay overnight
standard and safety of the services with your child and will be provided
you receive. with a sofa chair beside your child’s
bed. Parents and carers have access
During your stay, you may be asked to tea and coffee in the parent’s
to provide feedback on the service lounge. In special circumstances,
we provide. Although you are not parents and carers will be provided
obligated to respond, the Mackay with meals. Please be sure to advise
HHS values feedback and will use it to the nursing staff if there is anything
improve service delivery and patient you need to make your child’s hospital
care. stay more comfortable.
Nurses Call System
Should you require anything, do not
hesitate to call on the nursing staff.
The nurses’ call button is on the
bedside handset. It is only necessary
to press the button once, as the call
registers in the nurses’ station until it
is switched off at your bed.
25Leaving the Ward Area • The patient, family or carer will
Please notify the attending nurse accept the first available placement
before leaving the ward area, as the while remaining on the list at the
nurse is directly responsible for your preferred facility for transfer at a
safety whilst in the hospital’s care. later date.
Transfer to Other Facilities Patient Travel Subsidy Scheme
At times, it may be necessary to (PTSS)
transfer you to another health If you live in rural and remote areas
facility, including Sarina, Proserpine, and have to travel more than 50km
Moranbah, Clermont, Bowen, from your local hospital to be treated
Collinsville or Dysart. This may even for specialist medical services that
be necessary if you do not reside in are not available locally, you may
these communities. At times, Mackay be eligible for the Patient Travel
Base Hospital requires access to beds Subsidy Scheme (PTSS). This can
for acute care of patients and you may include assistance with travel and
be transferred to facilitate this. accommodation costs for you and
Other reasons that may make your your escort.
transfer necessary: The Patient Travel Office is located
• If you are a patient awaiting at the front entrance of the Mackay
residential aged care. Base Hospital and is open 8.00am –
4.00pm, Monday to Friday. Staff are
• If you are well enough but are available to help with Patient Travel
unable to go home and live enquiries outside these hours by
independently or with family. calling the switch phone number (07)
• If you do not require acute care 4885 6000.
and are well enough to transfer as For more information regarding the
part of your treatment plan and Patient Travel Subsidy Scheme, visit
discharge process. our website www.mackay.health.qld.
When a patient no longer requires gov.au
acute care at the Mackay Base
Hospital and cannot return to their Accommodation for Relatives
home or to family: Accommodation may be available
for relatives adjacent to the hospital
• An Aged Care Assessment Service
at Red Cross House, at a reasonable
(ACAS) assessment will be
price. Allocation is based on need. The
requested.
nurse unit manager of your ward can
• The patient’s family/carers will be assist with enquiries or, alternatively,
required to list the patients’ details you can contact the Red Cross House
with all residential aged care on (07) 4957 2310.
facilities within the Mackay HHS
area.
26The Integrated Electronic Medical Medical Information
Record (IEMR) at Mackay Base You have the right to determine who
Hospital should be informed by your doctor of
Mackay Base Hospital is proud to your condition. In order to protect your
be a leading healthcare innovator in privacy, medical information will not
regional hospitals. be released without your consent.
As a digital hospital, your healthcare Should you be unable to advise staff
team will use computers instead of of this, release of information is
paper files to document and access restricted to your designated next of
your medical information. Digital kin, who can then communicate to
bedside monitoring devices will other family and friends.
automatically upload your medical Following an operation, your relatives
information, such as blood pressure, should first enquire at the ward about
temperature and heart rate, directly to your condition and when you can be
your secure electronic medical record. visited.
Clinical staff will scan your patient
armband to ensure safety processes If further information is required, a
are maintained. member of the nursing staff will be
pleased to arrange for your relatives
As a digital hospital, we can: to speak with appropriate medical
• Provide better healthcare by staff. If you need a medical certificate,
improving access to information by please see the attending nurse or your
giving clinicians immediate access doctor.
to comprehensive, targeted plans You have a right to access your clinical
of care for your treatment. record and personal information held
• Multiple clinicians can access by Mackay HHS. Further information
records at one time to streamline about this process is below. To access
patient care. forms or for any queries, please
contact the Information Access Unit on
• Streamline services within the (07) 4885 7381.
hospital to facilitate discharge
planning. Applying for your own clinical records
Mackay HHS is supportive of patients
• Improve our medical research. wishing to access a copy of their
• Reduce our environmental clinical record. In most cases, patients
footprint. can usually access a copy of their
own clinical record by completing the
Your secure electronic medical record
‘Administration Access form’, proof
can only be viewed by authorised
of identification (such as a Driver’s
Queensland Health hospital staff.
License) is required.
27Applying for personal information If you choose to be a public patient,
Access to patient information that is generally hospital services will be
considered personal and is sensitive given free of charge. You may have to
in nature (e.g. mental health records pay a nominal fee for some services. If
and children’s records) is granted costs apply, they will be explained to
under the Information Privacy (IP) Act you.
2009.
If you choose to be a private patient
Patients are required to provide proof by using your private hospital
of their identity before any personal insurance, there are benefits for the
information can be released. patient (no out-of-pocket expenses
There is no application fee or for admissions of one or more nights),
processing charges for patients for the hospital and clinical staff by
wishing to view their own personal retaining revenue locally to enhance
information; however, there may be services. If you are admitted as a
an access charge. Please contact the private patient, you will need to give
Information Access Unit to discuss details of your health insurance during
these charges. the admission process and will be
asked to sign a health fund claim
Applying for someone else’s form.
personal information
If you wish to access the Single/private rooms are allocated
documentation of another person, on a clinical basis; however, if a
or access information on behalf of single room is available, the patient’s
another person, which does not request can be honored.
contain personal information, this All patients, both private and public,
may be done under the Right to who are still in hospital after 35
Information (RTI) Act 2009. There is days or who have had a number
an application fee for access to these of admissions without a discharge
documents, as well as processing and period of more than seven days, are
access charges. Please contact the assessed to see if they qualify as a
Information Access Unit to discuss Nursing Home Type-Patient (NHTP).
these charges. If the patient qualifies as an NHTP,
whether public or private, they will be
Patient Accounts charged a set accommodation fee.
Eligible Australian residents may
The cashier office operates Monday
choose to receive private or public
to Friday from 8.30am – 4.30pm. You
hospital services that can both be
can contact them on (07) 4885 5225.
delivered from Mackay Hospital and
They have payment options, including
Health Service facilities.
EFTPOS, direct debit and credit card.
Overseas visitors or ineligible patients
are those that do not hold Medicare
entitlements and are responsible
for fees and charges for hospital
treatment.
28Medical Team/Teaching of Health We achieve this through our strong
Professionals collaborations with a range of external
Your treatment and care remain our partners and leading, cutting-edge
primary concern. This hospital is also research and innovation, locally.
a teaching hospital, which means that As MIRI initiatives are all about
staff have two other important duties: improving patient experience, your
1. To train future health workers unique insights are integral to helping
us design the care that suits your
2. To assist in the advancement of needs.
healthcare knowledge through
research To help us do this, we may approach
you about participating in research
This is why health profession students projects or ask if you would like to
and recent graduates assist with be involved in the implementation or
your treatment and are taught at the research project reference groups that
bedside by specialist staff. You may relate to your care.
be asked to discuss details of your
illness and undergo examination by Further information about our work is
the students. We believe you will available by visiting www.miri.health.
appreciate the importance of this qld.gov.au or email miri@health.qld.
training and hope you give us full gov.au
cooperation if asked to assist in the
teaching process. The Hospital Fire Safety/
Emergency Procedures
However, should you prefer not to take
part in such teaching at any time, we Your safety is of paramount
shall respect your wishes. importance to us. In case of an
internal emergency, such as a
MIRI fire, our staff are trained to take
care of patients and visitors, and
may move you to a safe area. Your
prompt cooperation will help ensure
everyone’s safety. Remain calm,
How we are working to improve your follow directions provided by hospital
care staff and do not use lifts in the event
Patient-centred care is at the heart of a fire.
of everything we do, and through
Fire alarms are tested periodically, but
the Mackay Institute of Research and
you will be notified in these cases.
Innovation (MIRI), our staff are always
working to improve your experience. If you are unsure or have concerns,
please ask hospital staff in your area.
MIRI is an emerging translational
research and innovation centre
that works to improve your care
and the health of our communities
by implementing the latest clinical
knowledge into practice.
29You can also read
