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Prince of Wales Hospital and
Community Health Services
Your Hospital Stay
An Information Guide For You
2019
PATIENT INFORMATION
Contents
Welcome 4 Section 3 22
About Prince of Wales Hospital & Going Home 22
Community Health Services 4 - Planning to Go Home 22
Acknowledgement of Country 5 - Staff Roles & Responsibilities 22
Contact Us 5 - When You Go Home 22
Visiting Hours 5 - Managing Your Medications 22
Improving the Health & Wellbeing of - Follow-Up Visits with Your Doctor 22
Our Communities 5
Section 4 23
- The Acute Services Building 5
Other Services & Information 23
- Deloitte Assist – Spinal Unit Voice-
- Valuables 23
Activated Nurse Call System 6
- Televisions 23
Section 1 9
- Telephones 23
- Rights & Responsibilities 9
- Mail 23
- Smoking 9
- Newspapers 23
- Providing Information 10
- Shops 23
- Consent for Treatment 10
- Automatic Teller Machine Banking 23
- Do You Have Any Special Needs? 12
- Chapel & Spiritual Services 23
- Interpreter Services 12
- Car Parking 24
- Aboriginal Hospital Liaison Service 12
- Family & Carer Accommodation 24
- Research 12
- Fire & Emergencies 24
Section 2 14
- Laundry 24
- While You Are in Hospital 14
- Organ & Tissue Donation 25
- Personal Items Needed in Hospital 14
- Advance Care Planning – Planning
- The Emergency Department (ED) 14
Ahead for Serious Illness or Injury 25
- Your Ward 14
- Compliments, Complaints,
- Carers & Families with Caring Concerns & Suggestions 25
Responsibilities 16
Section 5 26
- Food 16
- The Prince of Wales Hospital
- Clinical Handover 16 Foundation 26
- How to Use Medicines Safely in - Meet Ross Fowler & His Generous
Hospital 18 Family 26
- Help Us Prevent the Spread of - How Do Grateful Patients Make
Infection 18 All the Difference? 26
- If You Are Worried Your Condition is - How Can I Support the Patients
Getting Worse 21 & Staff? 27
- Being Admitted as a Private Patient 21
- Overseas Patients 21
3
PATIENT INFORMATION
Welcome LOPED WI
VE T
We understand spending time in hospital may be challenging. We hope this
DE
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information will help make your stay as comfortable as possible.
IES
PAT
If you have any questions after reading this information, please feel free to ask
IL
one of our staff. We also have more information on our Hospital website: N
IE
M
TS A
AND F
https://www.seslhd.health.nsw.gov.au/prince-of-wales-hospital
About Prince of Wales Hospital & Community Health
Services
Prince of Wales Hospital and Community Health Services (POWH) is based at the Randwick Hospitals’
Campus and is part of the South Eastern Sydney Local Health District. POWH is a major teaching
hospital. It provides excellence in healthcare to those living in South Eastern Sydney, as well as
specialist services to people from across New South Wales.
The hospital has a range of employees including medical, nursing, allied health, health research
professionals, administrative staff and clinical support staff. The hospital also has consumer and
community representatives and volunteers assisting with healthcare. The facility provides specialty
services in areas such as hyperbaric medicine, neuroscience, emergency medicine, spinal medicine
and cardiovascular care.
4
PATIENT INFORMATION
Acknowledgement of Visiting hours are designed to allow for rest
and to attend to patients’ personal care and
Country medical needs (e.g. therapy sessions, tests,
We acknowledge the traditional custodians on administering medication) in privacy.
whose land we stand. Prince of Wales Hospital
Please be reminded that most rooms are shared
is located on the lands of Bidjigal and Gadigal
and we ask you to be sensitive to the needs of
peoples of the Eora nation. We would like to
other patients.
pay our respects to the Elders past, present and
those of the future.
Improving the Health
Contact Us & Wellbeing of Our
Phone: (02) 9382 2222 Communities
Language other than English: Contact us The Acute Services Building
using the Translating and Interpreter Service
The NSW Government is investing $720 million
(TIS National) on: 131 450 (Available 24 hours a
to redevelop the Prince of Wales Hospital and
day, 7 days a week)
progress the vision of Randwick as a world-
Hearing/speech impaired: Contact us using leading Health and Education Precinct for
the National Relay Service by visiting: http:// healthcare, research, education and teaching,
www.relayservice.gov.au including a new Acute Services Building due for
Location: Prince of Wales Hospital is located completion in 2022.
between High Street, Barker Street and Avoca The new Acute Services Building (ASB)
Street in Randwick, in Sydney’s Eastern Suburbs. will provide a range of innovations and
Postal address: Prince of Wales Hospital, improvements that will greatly benefit patients,
Barker St, Randwick, NSW, 2031 staff and the community, and will support
comprehensive approaches for improving
Email: seslhd-generalmanager-powhsseh@
population health.
health.nsw.gov.au
The ASB will deliver the following:
Website: https://www.seslhd.health.nsw.gov.
au/prince-of-wales-hospital • A new adult Emergency Department (ED).
• An expanded Psychiatric Emergency Care
Visiting Hours Centre (PECC), adjacent to the ED.
Family, friends and carers are welcome to visit • An expanded Intensive Care Unit.
patients while they stay in our ward.
• Ten inpatient units (IPUs) that will replace
For the comfort and safety of patients, we ageing infrastructure with contemporary
recommend brief visits of no more than two facilities to support new models of care. The
people at a time, and please supervise children new IPUs will provide a higher proportion
at all times. of single rooms to improve the patient
Visiting hours in most wards are 10am– experience and outcomes.
1pm and 3pm–8pm. • An expanded Central Sterilising Service
Should you need to visit outside of these hours, Department.
please speak to the Nurse in Charge. • New Operating Theatres for the Randwick
Campus.
5
PATIENT INFORMATION
• A Medical Assessment Unit, providing for Deloitte Assist – Spinal Unit Voice-
rapid assessment of patients directly referred Activated Nurse Call System
from the community, including a state-of-
Deloitte Assist is an artificial-intelligence-
the-art Virtual Care Centre (VCC), which
enabled patient communication solution that
will:
allows patients to request assistance without
o Support the integration of health the need to press a button. Patients speak their
services in the community, e.g. request to the device and nurses are notified
Hospital in the Home (HITH), Post of the request via their smart devices. Artificial
Acute Care Services (PACS) and aged Intelligence prioritises these requests and routes
care facilities. them to the right resource.
o Provide oversight of hospital and Deloitte Assist was implemented over a four-
community functions. week period in the Spinal Unit at Prince of
Wales Hospital in April 2018 as part of a proof
o Enable early identification and
of concept trial. To date, 26 beds have Deloitte
intervention for patients with chronic
Assist installed and the feedback from patients
and complex conditions to support
and staff have largely been positive. The devices
community-based care.
have improved the patient experience on
• A new helipad to support all campus the ward and staff are engaged with finding
partners. innovative ways to use the solution to improve
• Teaching, education and research spaces their provision of care.
that are embedded within the clinical areas
to support collaborative clinical research and
innovation.
6
9382 2622 or 22622.
South Eastern Sydney
Local Health District
Prince of Wales Hospital
South Eastern Sydney
Local Health District
Prince of Wales Hospital
PATIENT INFORMATION
Section 1 Use of an Interpreter – you have the right
to use a professional interpreter if you need
Rights & Responsibilities help to communicate in English or if you are
NSW Health supports the Australian Charter of deaf. Our staff can also ask for an interpreter.
Healthcare Rights. These are: Interpreter services are free and confidential.
The staff can book an interpreter for you if you
Access – the right to receive health care
are in our hospital. If you are trying to contact
regardless of gender, marital status, disability,
us from outside our hospital and require an
culture, religious beliefs, sexual orientation, age
interpreter, please call the Translating and
or where you live in NSW.
Interpreting Service (TIS National) on 131 450.
Safety – the right to safe and high-quality Tell the operator what language you speak
care and we ask that you show this courtesy and the health professional or service you are
to others. We ask that you respect our policies calling. This is a free telephone interpreting
and practices, such as visiting hours, infection service for patients, family members or visitors,
control measures, smoke-free zones and and is available 24 hours a day, seven days a
limitations on the use of mobile phones around week.
medical equipment.
Smoking
Respect – the right to be treated with respect,
dignity and consideration. Smoking is only permitted in two
designated smoking areas – one
Communication – the right to be informed near the Barker St entrance and
about services, treatment and options in a clear the second on Princess Avenue. All patients,
and open way. carers, visitors and staff are expected to only
Participation – the right to be included in smoke in one of these two areas. If you cannot
decisions and choices about your health care. get to one of these areas, please speak with
You also have the right to decline services. If your doctor to organise nicotine replacement
you leave the hospital premises without our therapy, counselling or other support services
consent, you will be required to sign a form as while you are in hospital.
you are responsible for any resulting injury or
illness caused.
Privacy – the right to privacy and
confidentiality regarding personal information.
You have the right to speak to a health care
worker about the information in your medical
record. You can also request a copy of your
medical record.
Comment – the right to comment on care and
have your concerns addressed.
Throughout your visit, health care providers will
plan your treatment in partnership with you.
We will talk to you about when you will go
home and if we need to refer you to another
service.
9
PATIENT INFORMATION
Providing Information This helps our health services care for you and
We ask that you give us as much information as offer you services like our Aboriginal Hospital
possible about your health, including: allergies, Liaison Officer service.
medical conditions or disabilities. Please tell us
which medicines (including herbal medicine)
Consent for Treatment
or remedies you are using and whether you You must give consent before receiving
smoke, drink alcohol or use recreational drugs. treatment. Whoever is providing your treatment
must explain the treatment to you, the benefits
And tell us: and risks of having the treatment and any
• About any changes to your health and any alternatives. This is so that you can make an
reactions to your treatment. informed decision about whether you want to
go ahead with the treatment, and so that you
• If you are being treated for the same
can give your consent to going ahead with
problem by someone else.
the treatment. In most cases this will be verbal
• If you do not understand any of your tests consent, meaning you will verbally agree to the
or treatments. treatment.
• If you have any specific religious or cultural For some procedures, such as surgery, you
needs. will need to read a consent document and
• If you want to be treated as a private provide your signature to confirm that you are
patient. consenting to the treatment after it has all been
explained.
• If you have made a decision not to
follow treatment advice and not attend If you have difficulty understanding English
appointments. or are deaf, we must use an interpreter for
this discussion so that you clearly understand
Many people are involved in your care, and we the procedure and any risks involved, and you
need to make sure you are receiving the correct can give your consent to have the procedure
treatment. Just to be sure we will ask you a few or treatment. You have the right to withhold
times to tell us: consent. This means you are saying no to the
• Your name. treatment and will not receive treatment. If
you are unconscious or too ill to give consent
• Your date of birth.
yourself, a relative, carer or other person
• Why you are here. close to you will be asked to give consent
for any necessary treatment. If this person is
Please don’t be alarmed by these questions.
unavailable, the Guardianship Tribunal can give
This is how the staff make sure they are giving
consent. In a life-threatening emergency where
you the correct treatment. If you are admitted
you are too ill or unconscious, giving your
or receiving treatment as a day patient, you
consent is not required.
will be required to wear an arm band with your
personal details.
When you come to hospital as a patient you
will also be asked, ‘Are you (is the person) of
Aboriginal or Torres Strait Islander origin?’
10An Activity of the Greek Orthodox Archdiocese of Australia
Your Life, Your Care, Your Choice...
Residential care and Dementia care services.
With 114 single or double rooms with ensuite bathrooms.
Receive the highest standards of care from our experienced staff members.
Continue enjoying your favourite activities and hobbies.
Choose from our variety of nutritious and seasonally prepared meals.
Enjoy our extensive lounges, heated pool and roof garden with ocean views.
On-site car parking for residents and visitors.
For further information or enquiries, please call us at (02) 9152 8300
57 - 63 St. Pauls street Randwick NSW 2031
www.stbasils.org.au St Basils NSW & ACTPATIENT INFORMATION
Do You Have Any Special Needs? For country-based patients, the Isolated Patients
Please let us know if you have special needs (for Travel and Accommodation Assistance Scheme
example, if you are hearing or sight impaired (IPTAAS) is a subsidy program that provides
or have special dietary or religious needs). We financial assistance to help with travel and
will do all we can to ensure that your needs are accommodation costs for people (and eligible
met. escorts) who need to travel long distances
to access specialist treatment not available
Interpreter Services locally. Patients travelling at least 100km each
way, or at least 200km per week, may be
Professional interpreters are available if
eligible to apply for IPTAAS subsidies. For more
you need help understanding or speaking
information, please speak with your social
English, or if you are deaf. You may have
worker.
a family member or friend present, but all
communication about your treatment should
Research
be through a professional interpreter. Please
ask our staff to organise an interpreter if you POWH is a teaching hospital in partnership with
need one. Interpreter services are free and the University of New South Wales. You may
confidential. AUSLAN interpreters are also be asked if students or health employees in
available. training may be present while you are receiving
care or treatment. This practice contributes to
Aboriginal Hospital Liaison Service the development of professional skills. You may
also be asked to participate in medical research.
Our Aboriginal Hospital Liaison Officer (AHLO)
You have the right to say no to these requests.
provides support to Aboriginal and Torres Strait
Your decision will not be put in your records
Islander patients and their families. Services
and will have no impact on your treatment or
include emotional, social and cultural support,
access to services in the future.
and advocacy and liaison with other staff on
behalf of patients and families. The AHLO also Brochures providing more information about
provides information about hospital and legal your rights and responsibilities are available
services, patient rights and responsibilities, and on the ward and are available in a range of
child care protection issues; plus referrals to languages.
Aboriginal and non-Aboriginal organisations.
The AHLO can help families to organise
financial benefits, accommodation and care,
and help at home.
You can telephone our AHLO directly on 9382
2332, or contact the hospital’s Social Work
Department on 9382 2355.
We also have the Barmbli room for family and
friends to gather. It can be found at the High St
entrance.
12PATIENT INFORMATION
Section 2 • Any prescribed medicines or other products
(e.g. tablets, creams, drops, ointments,
While You Are in Hospital inhalers, teas etc) you are currently taking.
When you arrive on your ward the doctors, • Any x-rays or scans the doctor asked you to
nurses and allied health team will discuss your bring.
care with you and your family. At this time and
• A change of clothes for when you go home.
throughout your hospital stay, they will talk to
you and your family about how and when, you • Please bring details of your insurance claim
will leave hospital. if your admission to hospital is being paid
for by workers compensation or third party
Depending on the progress of your recovery this
insurance.
date may change. If this happens the staff will
let you know. • Isolated Patients Travel and Accommodation
Assistance Scheme (IPTAAS) Form if you are
Knowing when we estimate you will go home
coming from a country area.
helps you and your family to plan transport and
any other support services you might need. If
The Emergency Department (ED)
you are unable to leave hospital by 9am on the
day you go home, it is likely that the hospital You may have been admitted to the hospital via
ward staff will take you to the Patient Discharge our Emergency Department. This is a very busy
Lounge. This will allow your bed to be prepared department that provides services to more than
for the next patient needing our services. The 50,000 people each year. Every person seeking
Patient Discharge Lounge is open Monday to emergency care is first seen by a specialist triage
Friday from 8am–5pm. Telephone (02) 9382 nurse, who has a responsibility for allocating
7950. how urgent your need is. The most urgent
patients are always seen first, so the time you
Personal Items Needed in Hospital may wait to see a doctor will vary according
to how urgent your medical needs are. Some
Some of the items you will need while you are
patients may be seen before you even though
in hospital include:
you have been waiting for a longer period of
• Toiletry items, such as a toothbrush and time.
toothpaste, soap, shampoo, a comb and
sanitary items. Your Ward
• Pyjamas, a dressing gown and non-slip Each ward specialises in specific conditions.
slippers. We try to give you a bed in the best ward for
your current condition. However, if it is busy,
• Glasses, dentures (with case or container)
you may be placed on a different ward. If
and other personal aids (e.g. walking aids,
this happens, you will still be looked after by
medical equipment such as your Continuous
doctors specialising in your current condition.
Positive Airway Pressure (CPAP) machine;
please label them). Every effort is made to place you in a room
with people of the same gender. If you are in a
• Medical insurance details.
mixed gender room, the staff will try to move
• Your Medicare card. you within 24 hours of your admission.
• A small amount of money to buy If you have any concerns regarding your room
newspapers, snacks and other day-to-day placement, you may speak to the Nursing Unit
items. Manager or Nurse in Charge at any time.
14PATIENT INFORMATION
Carers & Families with Caring Also let them know if you need help to open
Responsibilities food packages or to eat your meals.
Prince of Wales Hospital will value and engage Your family or friends may bring in food or
with carers as partners in care. If the person you drinks for you, but please check with your
care for is in hospital: doctor, nurse or dietitian in case you need a
special diet as part of your treatment.
• Ask to speak to a social worker or to
nursing staff if you need help with caring for Meal times vary from ward to ward but
someone or accessing services. usually occur within the following hours:
• What is the expected date they will leave Breakfast 7.30am–8.30am
hospital, and will transport be provided? Lunch 11.45am–12.30pm
You may also need to speak to a social worker Dinner 4.45pm–5.30pm
if you are a carer, have been unexpectedly
You may also be asked to not eat or drink
admitted to hospital and have concerns the
before a procedure or test. Staff will let you
person you usually care for does not have
know the time you should stop eating or
sufficient support.
drinking. It is very important that you follow
Under privacy legislation, the person you care any instructions you are given.
for will generally need to give permission for
Alcohol and non-prescribed drugs are not
health service staff to talk to you about their
permitted anywhere on the hospital campus.
condition and care. It is important that the
hospital or health service has the right contact
Clinical Handover
person recorded in the patient’s file.
Clinical handover is the transfer of your care
Misunderstandings may be avoided if one from one clinical team to another. Clinical
agreed person, such as the carer, is the contact handovers can vary in a number of ways,
person and can pass on information to family as including the:
appropriate.
• S ituation – at shift change, when patients
For more information on the Carer Support are transferred within and between
Program, please go to https://www.seslhd. hospital/s, during patient admission, referral
health.nsw.gov.au/services-clinics/directory/ to services or discharge home or to another
priority-populations/carers-program facility.
Food • Method – face-to-face, by telephone, aided
by electronic handover tools.
Each morning you will be given a menu to
complete. The menu is for dinner that night, • Venue – at the patient’s bedside, in a
and breakfast and lunch for the next day. If you common staff area, at a hospital reception
need any help to fill this out, a dietetic assistant or clinic reception.
can help you.
During your hospital stay and in each ward/unit
If you have any special dietary needs, for of your stay there are set shift change times.
example, if you are diabetic, coeliac, vegetarian
Usually at 7am–7.30am, 1.30–2.30pm and
or have specific religious needs, please inform
9.30–10pm, seven days per week.
nursing staff or the person who delivers the
menus.
16Your Specialist
Compounding Chemist
offering...
■ Full prescription service and advice with
friendly, personal service.
■ Dosette packaging and home medication
reviews.
■ A large range of surgical supplies, baby
needs and vitamins.
■ We are a member of Diabetes Australia and
can supply your requirements.
Randwick Plaza
130 Belmore Rd, Randwick 2031
Phone: 9398 5969
Fax: 9398 7654
Hours:
Mon, Tues & Wed 8.30am – 6.00pm
Thurs 8.30am – 7.30pm
Fri 8.30am – 6.30pm
Sat 8.30am – 5.00pm
Sun 9.30am – 4.30pm
Jackie Cole ChemistPATIENT INFORMATION
The type of issues discussed at shift change or Hand hygiene is a new term to describe
transfer include, your current clinical situation, washing or cleaning your hands with alcohol-
medical history, assessments and test results, based hand rub.
and any recommendations/changes to your care
How Can We Prevent Infection?
plan and discharge plan.
Hand hygiene is the best way to help prevent
We invite you and your family to participate infection. Hand hygiene products (such as
and partner with us in the clinical handover alcohol-based hand rub and soap and water)
process, and also inform us if you wish to not are available throughout all our clinical areas,
be included at any time. such as patient rooms, wards, and out-patient
As the patient, nominated family member areas.
or carer your wishes will be acknowledged It is very important that anyone visiting you
and supported regarding your care goals cleans their hands with the alcohol rub or soap
and preferences through your admission/ and water before visiting you and when they
presentation/illness. leave.
How to Use Medicines Safely in How Do You Use Alcohol-Based Hand Rub?
Hospital • Put the alcohol-based hand rub (one or two
While you are in hospital you must only take or pumps) on your palms and rub your hands
use medicines that have been given to you by together.
the hospital staff. • Cover all of your hands, including your
While it might seem easier or helpful to handle fingers and thumbs – front and back – and
your own medicines, this is how accidents can rub your hands together until they feel dry
happen. Allowing us to manage your medicines before touching anything else.
during your stay helps us keep you safe. • This should take around 20 seconds.
Infection Precaution Rooms
Help Us Prevent the Spread of
Infection If you have an infection we may move you to
a room on your own. We will let you and your
Infection Prevention and Control family know before this happens and explain
Patients, visitors and staff have a major role what this means. If you are in an infection
in infection prevention and control. You may precaution room, staff need to clean their
have come to hospital with an infection. You hands before entering your room. Depending
may also have an increased risk of getting an on the nature of your infection, staff may
infection if you have had surgery, if you are also need to wear gloves, plastic gowns, eye
taking medicines that weaken your immune protection and a mask when entering your
system or if you stay in hospital for a long time. room.
Hand Hygiene
Even if your hands look clean they can still be
carrying germs. One of the best ways to reduce
the spread of infections is to wash or clean your
hands.
18Staying safe with your medicines
Important information for patients and carers
! While you are in hospital you must
Hospital staff will need a way to confirm your
medicine details, perhaps by going through
only take or use medicines that have your medicine boxes and bottles with you, or by
been given to you by the hospital staff. asking your permission to speak to your local
While it might seem easier or helpful to doctor or pharmacist.
handle your own medicines, this is how
accidents can happen! Allowing us to Please do not be concerned if you are asked
manage your medicines during your stay about your medicines more than once during
helps us keep you safe. your stay often we just need to check that the
information we have recorded is correct. If you
medicines you
When you are admitted to hospital: usually take, or you suspect that the medicines
As part of your admission
to hospital, one or more one of our doctors, nurses or pharmacists.
members of hospital staff
will ask you questions
During your stay in hospital:
about your medicines. It We may make changes to
is very important that we the medicines you take.
have an accurate and Your hospital doctors
complete list of all the should always include
medicines that you use. you in these decisions
and provide you with
When you are asked about your medicines try information about your ?
to think about the different types of medicines treatment options. STAFF YOU
that you might use. Consider tablets, mixtures,
creams, inhalers, eye drops, patches, Our hospital staff can get very busy at times,
injections, and any other items you can think
of. Vitamins and herbal treatments should be about your medicines to get missed. You can
included, as well as any medicines you might help us by asking lots of questions about your
buy without a prescription or that you use only medicines, including what the plan is for these
occasionally. Please let us know if any of your
medicines have recently changed and be written information about a particular medicine,
honest about how well you follow the please ask for a CMI (Consumer Medicines
instructions (including how often you might Information). Your ward may also have a
miss doses). pharmacist that you can ask to speak to.Before you leave the hospital: Keeping an up-to-date list of medicines
When you are leaving is one of the BEST things a person can
hospital you should be My medicines do to stay safe with their medicines.
given a clear explanation Continue taking:
Think about how many different health
of any changes that have
professionals you interact with local
been made to your New medicines: doctors (GPs), specialist doctors, hospital
medicines. Most patients
doctors, pharmacists, dentists, paramedics,
should also be provided Dose changes:
and other care providers. All of these
with an updated list of Stop taking: people need to know what medicines you
medicines in a format
currently take in order to help you make
they can understand.
good and safe decisions about your care.
If you do not receive information about your Patients should always keep an up-to-date
medicines at the time of discharge, or you are list of their medicines. A basic list would
unsure about how to take your medicines include the name, strength and dosage
when you leave hospital, please let a member instructions for each medicine, and the date
of staff know immediately.
idea to also include why you are taking
Managing your medicines at home: each medicine, when you started it, and for
It is important to us that our patients feel how long you are supposed to take it.
confident in managing their medicines after
they leave hospital. One of the best ways to The MedicineWise App
check your confidence is to think about each If you (or your carer) have
medicine and ask the following questions: a smart phone or tablet
Do I know the name of this medicine? device, we strongly
recommend using the
Do I know what strength I use? MedicineWise app to help
Do I know what dose I take and when? you keep track of medicines
Do I know what I am using it for? and other health information. It is very easy
to add medicines to your list and you can
Do I know how long I am going to be on set reminders for when your doses are
this medicine?
due. You can even email a copy of your
Do I know if this medicine has side medicine list to yourself, your family, and
effects? your health professionals.
If you need help with some of these The MedicineWise app is completely FREE
questions, you can ask to speak to a doctor, and contains no advertising. It may be
nurse or pharmacist. If you have already left downloaded from Google Play or the App
hospital, you can ask your local doctor or Store (ask a friend if you need help with
community pharmacist. You can also call setting this up!)
1300 MEDICINE (1300 633 424) for general
information about any medicines (available Staying safe with your medicines (Information for patients and carers)
Monday to Friday, 9:00am to 5:00pm). SESLHD Quality Use of Medicines Committee, February 2018
© South Eastern Sydney Local Health DistrictPATIENT INFORMATION
How to Handrub?
RUB HANDS FOR HAND HYGIENE! WASH HANDS WHEN VISIBLY SOILED
Duration of the entire procedure: 20-30 seconds
1a 1b 2
Apply a palmful of the product in a cupped hand, covering all surfaces; Rub hands palm to palm;
3 4 5
Right palm over left dorsum with Palm to palm with fingers interlaced; Backs of fingers to opposing palms
interlaced fingers and vice versa; with fingers interlocked;
6 7 8
Rotational rubbing of left thumb Rotational rubbing, backwards and Once dry, your hands are safe.
clasped in right palm and vice versa; forwards with clasped fingers of right
hand in left palm and vice versa;
All reasonable precautions have been taken by the World Health Organization to verify the information contained in this document. However, the published material is being distributed without warranty of any kind,
either expressed or implied. The responsibility for the interpretation and use of the material lies with the reader. In no event shall the World Health Organization be liable for damages arising from its use.
WHO acknowledges the Hôpitaux Universitaires de Genève (HUG), in particular the members of the Infection Control Programme, for their active participation in developing this material.
May 2009
Reference:
Hand Hygiene Australia. http://www.hha.org.au/hha-nhhi.aspx
Infection Control, Metro South Health, Queensland Government, Australia.
World Health Organisation (WHO)
21PATIENT INFORMATION
How to Handwash?
WASH HANDS WHEN VISIBLY SOILED! OTHERWISE, USE HANDRUB
Duration of the entire procedure: 40-60 seconds
0 1 2
Wet hands with water; Apply enough soap to cover Rub hands palm to palm;
all hand surfaces;
3 4 5
Right palm over left dorsum with Palm to palm with fingers interlaced; Backs of fingers to opposing palms
interlaced fingers and vice versa; with fingers interlocked;
6 7 8
Rotational rubbing of left thumb Rotational rubbing, backwards and Rinse hands with water;
clasped in right palm and vice versa; forwards with clasped fingers of right
hand in left palm and vice versa;
9 10 11
Dry hands thoroughly Use towel to turn off faucet; Your hands are now safe.
with a single use towel;
All reasonable precautions have been taken by the World Health Organization to verify the information contained in this document. However, the published material is being distributed without warranty of any kind,
either expressed or implied. The responsibility for the interpretation and use of the material lies with the reader. In no event shall the World Health Organization be liable for damages arising from its use.
WHO acknowledges the Hôpitaux Universitaires de Genève (HUG), in particular the members of the Infection Control Programme, for their active participation in developing this material.
May 2009
Reference:
Hand Hygiene Australia. http://www.hha.org.au/hha-nhhi.aspx
Infection Control, Metro South Health, Queensland Government, Australia.
World Health Organisation (WHO)
22PATIENT INFORMATION
What Can You Do to Reduce the Spread of Brochures providing more information about
Infection? preventing pressure injuries are available on the
• Tell staff if you have been overseas in the ward in a range of languages.
last 12 months, if you have vomiting or Please ask your nurse for further information
diarrhoea, open wounds or weeping skin about preventing and managing pressure
sores. injuries while you are at hospital and before
• Wash your hands with an alcohol-based your discharge.
hand rub or soap and water regularly, and
especially after using the toilet, changing If You Are Worried Your Condition
a nappy, blowing your nose, sneezing or is Getting Worse
coughing. When you are in our Hospital, please tell us
if you are worried about a change in your
• Please do not sit on other patients’ beds and
condition. If you are a visitor and notice a
please ask your visitors not to sit on your
change in the condition of the person who is
bed.
sick and in our care, please also tell us.
• Tell our staff if you have had a recent rash or
To share your concerns with us, please speak
an infection.
to a nurse or doctor and explain what you
• When your hands are visibly dirty, wash your are worried about. If you remain worried, we
hands with soap and water. have a phone number you can call from your
• When you enter and leave the hospital own phone: 9382 2622, or from the hospital
or clinic area, clean your hands with an bedside phone: extension number 22622.
alcohol-based hand rub. You may see posters in our hospital with this
Do not visit people in hospital if you are sick information on them. This is called our REACH
with a contagious illness such as a cold or program.
flu, vomiting, diarrhoea, or chickenpox. If you We ask you to REACH out to us with your
are not certain about whether you should be concerns because you and your visitors might
visiting someone in hospital, please ask one of notice changes in your condition before we do.
our staff. Together we can care for you.
Preventing Pressure Injuries Being Admitted as a Private
A pressure injury, also referred to as a pressure Patient
ulcer or bed sore, is an injury to the skin caused By choosing to use your private health
by unrelieved pressure, and may occur when insurance, both you and the hospital benefit.
you are unable to move due to illness, injury or
Personal benefits for you include: waiving any
surgery.
excess applicable to your policy; doctor of
To prevent pressure injury, staff will be doing choice and a single room – if one is available.
risk assessments during your admission and
By choosing to be a private patient you help us
throughout your stay, and working with you
to maintain accessible, high quality services. If
to manage the risk of pressure injuries with
you have private health insurance, the Patient
different interventions, such as encouraging
Liaison Officers will discuss this with you and
mobility/re-positioning or using a special
seek your consent to be admitted as a private
mattress and/or a cushion.
patient.
23PATIENT INFORMATION
If you have any questions or concerns about Effective planning ensures that you will not
using your private health insurance, you can have to stay in hospital any longer than you
contact the Patient Liaison Officers directly on need to.
9382 3952, or ask the clerk on your ward to
Social workers are available to help both you
arrange for them to visit you. For patients who
and your family with planning for when you
are members of the Department of Veteran
leave hospital. They also provide counselling
Affairs, the Patient Liaison Officers can be
services. If you would like to see a social worker,
contacted to assist with any paperwork.
ask someone from your health care team.
Overseas Patients When You Go Home
If you have been admitted to hospital and you
The time we discharge people from the ward is
permanently live overseas, you may have to pay
before 9am. If you need to wait for someone
for all services provided unless you have travel
to collect you, you may be transferred to the
insurance. Please provide your insurance details
Patient Discharge Lounge (PDL), which is open
to the administration staff. You will also need
Monday to Friday from 8am to 5.30pm.
to provide your passport number and a copy
of your visa, as your visa status will determine The Patient Discharge Lounge is also a place to
what you need to pay to stay in hospital. wait for your medicines, discharge letters and
equipment, and a place for staff to talk to you
before you go home.
Section 3
Remember to take any x-rays or medicines you
Going Home brought to hospital with you.
Planning to Go Home Managing Your Medications
It is important that we start to plan for when
Someone from your health care team, a doctor,
you go home early in your hospital stay. This is
pharmacist or nurse will review your medicines
to ensure you are as prepared as possible and
when you first come to hospital, while you are
any additional requirements are organised. In
in hospital and before you go home. If you
some instances, discharge planning may occur
would like to see a pharmacist, ask your nurse
before you even arrive ,when you are booked
to organise this. When you leave hospital you
to come into hospital. If you are likely to have
will be given a letter to take to your local doctor
any special needs to help you go home safely,
(GP). This is written by your hospital doctor and
please talk to your healthcare team.
describes your progress and treatment while
you were in hospital. It will include a list of your
Staff Roles & Responsibilities
current medicines.
You will be looked after by a health care team
that includes doctors, nurses and allied health When you leave hospital you may be given
staff (such as physiotherapists, occupational some medicines for your first few days at home.
therapists, dietitians, pharmacists, speech Sometimes, you will be given a prescription
pathologists and social workers). All hospital instead, which you will need to take to a
staff wear an identification badge. community pharmacy. If you only have a few
days’ supply it is important you visit your GP as
Your healthcare team, along with other key soon as possible to get a prescription for more.
people (such as your family, carer or general
practitioner [GP]) will be involved in planning
for when you go home.
24PATIENT INFORMATION
Most importantly, before you go home make Mobile telephone use is acceptable provided
sure you understand what medicines you you are courteous and respectful of others.
need to take and how to take them, as your Please do not take a photograph, video or
medicines may be different to the ones you record conversations without asking permission
were taking before you came to hospital. first.
Follow-Up Visits with Your Doctor Mail
As well as the doctor’s letter and your list of Mail can be delivered to you while you are in
medicines, you may be given the date and time hospital. Please speak with hospital staff to
for a follow-up appointment at the hospital or arrange this. If you would like to post any mail
with one of our doctors. during your hospital stay, there is an Australia
Post mail box on High Street, outside the main
You may be told that you need to follow-up
entrance of the hospital.
with your general practitioner only. If you need
a medical certificate, please ask the local doctor
Newspapers
(GP) looking after you to give you one.
Newspapers are available daily throughout the
hospital. Papers and magazines are available
Section 4 at the POWH Volunteer Garden Coffee Shop
on Level 1, as well as in the main foyer of the
Other Services & Information
Barker Street entrance. Volunteers visit the
Valuables wards each day to sell newspapers.
If possible, leave your valuables at home. If
you come into hospital unexpectedly and have
Shops
valuables with you, they can be temporarily The Volunteer Coffee Shop is located on Level
locked away for you. You can reclaim your 1 in the Clinical Sciences Building. It sells food,
valuables from 9am to 5pm at the cashier’s magazines, personal items and gifts. This coffee
office, located on Level 2 in the Parkes building. shop is run by volunteers and open to staff,
Please ask one of the nurses to help you with patients and the public.
this. On Level 0, in the Barker Street entrance you
will also find a florist, a chemist, a gift shop and
Televisions a café.
Each bed has access to a television. You will
need to pay to view commercial TV channels.
Telephones
If your family needs to contact you while in
hospital each bed has a bedside telephone.
They can reach you by calling (02) 9382 2222
and selecting option one and then option two.
Our patient enquiries team will direct the call.
Public telephones are available at each hospital
entrance.
25PATIENT INFORMATION
Automatic Teller Machine Banking Disabled car parking is available at the Barker
Automatic Teller Machine (ATMs) can be found Street and High Street entrances for limited
on Level 0 near the Barker Street entrance, and periods of time.
on Level 2 near the High Street entrance. Disabled parking is also available in Point
Parking and is located on level B1.
Chapel & Spiritual Services
Please be aware parking in restricted areas may
Chaplains are available to all patients and their
incur a parking fine. Please check with parking
families, whatever their religious background or
signs.
spiritual beliefs.
The Chaplaincy and Pastoral Care Service can Family & Carer Accommodation
arrange for pastoral care from any religious Your social worker or the staff at the enquiries
faith, tradition or denomination, during the counter can provide a list of accommodation
day and after hours. Please ask a staff member in the area. If you are travelling more than
if you would like a chaplain or a spiritual 100km away for treatment, your carer may
representative to visit you. be eligible for the Isolated Patients Travel and
The hospital has a multi-faith chapel for you Accommodation Assistance Scheme (IPTAAS).
and your family to use. This is located on Level See http://www.enable.health.nsw.gov.au/
0 of the Campus Centre, near the Barker St services/iptaas for more details.
entrance.
Fire & Emergencies
Car Parking Our staff are fully trained in emergency
Car parking is available 24 hours a day, seven procedures.
days a week. A private company, Point Parking, In the event of an emergency, you should stay
operates this service and fees apply. For more in or by your bed until told otherwise by one of
information, please telephone 9326 7233 or our staff. In the case of fire, do not use the lifts.
go to Point Parking: https://www.pointparking. Please remain calm and stay within the ward
com.au/parking-locations-details.php?site=59 until the nurse in charge guides you to the
Concession rates are now available for eligible closest evacuation area.
patients and their carers who require regular
or long term hospitalization, and/or treatment
Laundry
in a public hospital facility for parking in public The hospital has a limited laundry service run by
hospital car parks. the Prince of Wales Hospital Volunteer Service,
and is available specifically for patients that
For further information on concessional do not have support or assistance from family
parking: or friends, and long stay patients who do not
• Visit www.parking.health.nsw.gov.au or have the resources to assist with laundering of
download our app NSW Health hospital personal clothing. This service is not available
parking and directions on Google play or for soiled or infectious clothing. Please ask one
iTunes. of the nurses to help you with this.
• Visit our information counter at the Barker
Street entrance, 8.30am to 8.30pm Monday
to Sunday or after hours, visit the car park
office located on B1 of the car park.
26PATIENT INFORMATION
Organ & Tissue Donation Like making a will and appointing a power of
There are almost 1400 people in Australia on attorney or enduring power of attorney for
organ transplant waiting lists at any given time. financial matters, advance care planning may
By registering to become an organ donor you simply be a part of planning for the future.
could be making the greatest gift one human Enduring Power of Attorney authority only
being can give another – the gift of life. The applies to financial decisions. It does not extend
Australian Organ Donor Register is Australia’s to making health care decisions on behalf of
only national organ and tissue register and someone else.
serves as a lifeline to the people on those
Did you know that you can appoint someone
waiting lists.
to manage your health and lifestyle decisions,
Anyone can choose to donate their organs and should you lose the ability to do this for
tissue. Your registration with the Australian yourself? This person is called an “Enduring
Organ Donor Register is a legally valid consent Guardian”.
(or objection) for organ and tissue donation.
Research has shown that health outcomes
For further information and registration, you
for people and their families improve when
can call the Australian Organ Donor Registry on
they are able to talk through their concerns,
1800 777 203 or visit https://donatelife.gov.au/.
decisions, preferences and choices with health
Most importantly tell your family/carer of your
professionals.
decision.
For information on how to plan ahead, visit
Advance Care Planning – Planning www.planningaheadtools.com.au
Ahead for Serious Illness or Injury The Prince of Wales Hospital Advance Care
Advance Care Planning is a way for you to talk Planning (ACP) Service can provide information
with your family, carer and your doctor about to people living in the local area. Referrals are
the type of medical care you would want to made via the Northern Network Access and
receive if you became seriously ill or injured and Referral Centre by calling (02) 9369 0400. An
were unable to speak for yourself. Talking about ACP Nurse Consultant can work with you and
your health condition early aims to help you, your health care team.
your family/carer and your doctor to understand
what treatments you might want to receive in
the future.
Discussing your wishes before you become ill
gives you and your family/carer the opportunity
to talk about your values, experiences, fears
and preferences for end of life care. You do
not have to have a terminal illness for advance
care planning to be relevant for you. Advance
Care Planning can occur as part of general
discussions about health with your family,
friends, carers and health professionals.
27PATIENT INFORMATION
Compliments, Complaints, Section 5
Concerns & Suggestions
At the Prince of Wales Hospital we aim to
The Prince of Wales Hospital
provide you with the best health service Foundation
possible. We are the charity of the Prince of Wales
Hospital.
We welcome feedback from our patients and
their families and friends so we can better We support our hospital by raising vital funds
understand what is working well and where we for major projects, equipment, research,
can improve. education, health promotion and patient care.
Thanks to the generosity of those who support
You can make a compliment, complaint or
this hospital, we have been providing vital
suggestion, in a number of ways:
support to the hospital since 2004.
• Provide your feedback to the Nursing Unit
Manager of your ward or service area. You Meet Ross Fowler & His Generous
can provide feedback face to face or via Family
email or letter. This is the third time in three years that Ross
• Provide your feedback to our Fowler and his family have provided a very
Hospital’s Consumer Feedback generous gift to Parkes 8, in memory of Ross’
Manager by telephoning (02) wife Kathy who was a patient here at Prince
9382 2755, emailing SESLHD- of Wales Hospital. They helped purchase three
NorthernSectorConsumerFeedback@health. vital signs monitors that have been named after
nsw.gov.au or writing a letter to: Consumer Ross and Kathy’s three children Stuart, Elicia
Feedback Manager, Level 3, Executive Unit, and Matthew. The Prince of Wales Hospital staff
High St Building, Prince of Wales Hospital, were delighted to let Ross and his family know
Randwick, NSW 2031. how their generous gift was so important for
the care of their patients and they shared the
• Alternatively, you may wish to use Patient
fond memories of Kathy, who herself had been
Opinion, a website where patients, friends
a nurse.
and family can publish their experiences of
Prince of Wales Hospital. Patient Opinion is
a not-for-profit organisation that exists to
help improve health services by enabling
open and transparent dialogue between
patients and health service providers. https://
www.patientopinion.org.au/
28PATIENT INFORMATION
How Do Grateful Patients Make Some may also wish to offer a donation as a
All the Difference? gift as a tribute for a family member or friend,
and it is also easy to arrange to make a planned
Each week the Prince of Wales Hospital
gift or a gift in a will.
Foundation meets patients and their loved
ones who have had a positive experience at Any support – small or large – is a big help to
the Prince of Wales Hospital. Patients share your hospital.
their stories of how very grateful they are to
So, if you are considering giving a donation
have such expertise, quality care and resources
or gift in kind or support for a department
here at Prince of Wales Hospital. Many wish
or area of healthcare of your choice – please
to give a gift of thanks to their caregivers and
ask your nursing staff or caregivers to contact
so the Grateful Patient Program, run by the
the foundation office, or please visit the
Foundation, enables donations to be given to
foundation’s friendly staff in the Prince of Wales
the department or area of heath care of their
Hospital Foundation office so we can assist you.
choice.
To find out more, call us from your bedside
How Can I Support the Patients & phone, extension 24 263, to discuss your
Staff? interests or visit us at our office, which is
There are many ways you can say thanks to located at the Prince of Wales Hospital, Barker
your caregivers at the Prince of Wales Hospital. Street, Level 0, Randwick NSW 2031 (opposite
If you would like to support your hospital, you the chemist shop). For more information, please
can make a donation, come to our events, buy visit our website at www.powhf.org.au or
our raffle and lottery tickets, host an event email us at info@powhf.org.au for information,
yourself and keep across our activities by events and general enquiries.
subscribing to our social media and newsletters. Thank you for your interest in our work!
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