INFORMATION GUIDE LISMORE BASE 2020

This publication is the For your own copy of this guide, property of the Hospital please scan the code with your smartphone camera and a digital PLEASE DO NOT download will begin. REMOVE FROM ROOM Scan Me Top Tips for Safe Health Care

What you need to know for yourself, your family or someone you care for.

Ask questions 1 You have the right to ask questions about your care.

Findgoodinformation 2 Not all information is reliable. Ask your doctor for guidance.

Understandtherisksandbenefits 3 Find out about your tests and treatments before they happen. Listallyourmedicines Ask your doctor or pharmacist if you need more information about 4 the medicines you are taking.

Confirmdetailsofyouroperationbeforehand 5 Ask to be told who will be doing your procedure and what will happen to you.

Askaboutyourcareafterleavinghospital 6 Ask for a written outline of your treatment and what should happen after you get home.

Knowyourrights 7 You have a number of rights as a patient. Read our guide to find out what they are.

Understandprivacy 8 Your medical information is confidential. You can ask to see your medical record.

Givefeedback 9 Feedback helps health professionals spot when improvements can be made. Downloadourfreebookletat: www.safetyandquality.gov.au/toptips CONTENTS Welcome 4 4.2 Donations & Fundraising 15 1. General Information About 4.3 Fire & Emergency 16 Lismore Base Hospital 5 4.4 Infection Control & Hand Hygiene 16 1.1 Visiting Hours 5 4.5 Laundry 16 1.2 Telephone Enquiries Regarding 4.6 Mail 16 5 4.7 Mobile Phones & Photographs 16 1.3 Consent for Treatment 5 4.8 No Lift Policy 16 1.4 Communicating with Staff 5 4.9 Smoking 16 1.5 Staff Identification 6 4.10 Telephone Service 17 1.6 Confidentiality & Information Privacy 4.11 Television Service 17 Code of Practice 6 4.12 Valuables 17 1.7 Your Rights & Responsibilities 7 4.13 Compliments, Complaints, 1.8 Helping Our Research & Teaching 9 Concerns & Suggestions 17 1.9 Do You Have Special Needs? 9 5. Services on the Hospital Campus 18 1.10 Alcohol, Non-Prescribed & Illegal 5.1 Accommodation 18 Drugs 9 5.2 ATM Facilities 18 2. Being a Patient at Lismore Base Hospital 9 5.3 Fresh Plus Cafe & Coffee Shop 18 2.1 How Long Will You Stay? 9 5.4 Consumer Representatives 18 2.2 Choosing Between Public & Private 5.5 Gifts & Flowers 18 Health Care 10 5.6 Interpreter Service 19 2.3 Being Admitted as a Private Patient 10 5.7 Organ & Tissue Donation 19 2.4 Your Ward 11 5.8 Car Parking & Transport 19 2.5 Monitoring Your Medications 11 5.9 Power of Attorney 20 2.6 Patient, Family & Carer Escalation 5.10 Volunteers 20 (REACH) 12 5.11 Worship & Chaplaincy 20 2.7 Helping Yourself Recover 12 5.12 Justice of The Peace 21 2.8 Meals 12 5.13 Hospital in the Home (HITH) 21 2.9 Overseas Patients 13 6. Allied Health Services 21 2.10 Ambulance Services 13 6.1 Medical Imaging 21 3. Being Discharged from 6.2 Nutrition & Dietetics 21 Lismore Base Hospital 13 6.3 Speech Pathology 21 3.1 Discharge Planning 13 6.4 Aged Care Assessment 3.2 Discharge of Children 14 Team (ACAT) 22 3.3 Transfers to Other 14 6.5 Physiotherapy 22 3.4 When You Go Home 15 6.6 Social Work Department 22 3.5 Continuing Services 15 6.7 Occupational Therapy 22 3.6 General Practitioner 15 6.8 Sexual Health Clinic 23 3.7 Discharging Yourself Against 6.9 Cardiac Rehabilitation Program 23 Medical Advice 15 Local Community Services for Your 4. Other Services & Information 15 Information 23 4.1 Aboriginal Liaison Officer 15

3 PATIENT INFORMATION

Welcome

Welcome to the Lismore Base Hospital. Your care and comfort are our main concern and our staff will do all they can to make your stay as pleasant as possible. Being in hospital can be a worry, so we are providing you with this information to help you during your hospital admission.

The Lismore Base Hospital is part of the Northern NSW Local Health District. We are an accredited and the largest hospital within the Local Health District.

This guide is divided into six sections:

1. General information about the Lismore Base Hospital

2. Being a patient

3. Being discharged

4. Other services and information

5. Services on the hospital campus

6. Allied Health

4 PATIENT INFORMATION

1. General Information The only exceptions to this are: About Lismore Base • If it is an emergency; Hospital • If you are unconscious; • If you require treatment under the Mental 1.1 Visiting Hours Health Act (2009); or Your family, friends and carers are welcome • If you have an infectious disease (Public to visit you during your stay in hospital. Health Act 1991). Children must be supervised by an adult at all times. When visitors arrive, we ask that they By coming into hospital you have given identify themselves at the nurse’s station. general agreement for the treatment needed for your condition. You can change your General Visiting Hours mind at any time, so please discuss this with General visiting hours are 10.00am–8.00pm your doctor. at the discretion of the Nurse Unit Manager Operations, anaesthetics, blood transfusions and Nurse in Charge. and certain procedures require your specific Should your visitors need to visit outside consent. You will be asked to sign a consent these hours, please speak to the nursing form after the need for the procedure has staff. been explained to you.

1.2 Telephone Enquiries Regarding If you are unable to give consent and require Patients major or specialist treatment, your doctor will seek consent from the “person responsible” To assist with patient care, we request for you. This will be, in the order of priority, that non-urgent telephone enquiries be your: made after 9.00am each morning. Nursing and medical staff are only able to discuss • Guardian; confidential information with the patient or • Partner; their person responsible (with the appropriate • Unpaid carer; or permission). • Other relative or friend. 1.3 Consent for Treatment If none of the above are available, the Your informed consent is needed before any Guardianship Tribunal may be contacted. treatment begins. This means you will be given understandable and clear information 1.4 Communicating with Staff about your choices so you can make the right Good communication between you and staff decisions about your health and healthcare. will ensure that you get the best care. Consent is your agreement for a healthcare If you have any questions about your medical professional to provide you with treatment treatment or stay in hospital, please ask one and care, including any tests, medicines, of your healthcare team. treatments or procedures.

5 PATIENT INFORMATION

When you arrived in hospital you would have • We only collect information that is been seen by many staff and asked many relevant and necessary for your treatment questions. These questions are to make sure and to manage the health service. we have all the information we need to give • We will take all reasonable steps to ensure you the best possible health care. If you feel the information we collect about you is there is any other information we need to stored securely. know, please tell your doctor or nurse. • We are required by law to retain medical 1.5 Staff Identification records for certain periods of time depending on the type of record and All staff are required to wear identification facility. badges with their name, photograph and job title. Do not hesitate to ask the identity • We have appropriate systems and policies of anyone not wearing a badge. If a person in place to protect your information from without an identification badge approaches loss, unauthorised access and misuse. you and you are concerned, please alert a Any computer system we use where member of staff. your health information may be stored, is secure. 1.6 Confidentiality & Information Privacy Code of Practice • If you do not wish us to collect certain information about you, please tell us. We NSW Health is committed to safeguarding will discuss with you any consequences the privacy of patient information, and has this may have for your health care. implemented measures to comply with the Use & Disclosure Health Records and Information Privacy Act 2002. We will use or disclose your information for purposes directly related to your treatment, Our doctors, nurses and other staff are and in ways that you would reasonably bound by law, by NSW Health policy and expect for your ongoing care. This may by a strict code of conduct to maintain include the transfer of relevant information confidentiality of patient information. to: Collection of Information • Your nominated GP; • We collect your personal information so • The Ambulance Service; that we can provide you with treatment and advice. • Another treating health service or hospital; • Test results and further information collected while you are being treated are • A specialist for a referral; or kept with your medical record. • For blood tests, x-rays, and so on.

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Access to your Information You Have the Right To:

• You are entitled to request access to • Receive services that are based on need all personal information held by health and free from discrimination. service providers in NSW, including your • Receive treatment regardless of race, medical record. ethnicity, language, age, sexual preference • You will be asked to apply for access in or disability. writing and provide identification. • Be treated in privacy. • You may be charged a fee if you request • Be included in decisions about your care copies of your personal information or and choices about health care. medical record. • Request a health care interpreter if English • Access to your personal information may is not your first language. be declined in special circumstances, such as where giving access would put you or • Comment on care and have your concerns another person at risk of harm. addressed.

• If you believe the information we hold • Choose whether to be treated as a public about you is incorrect and an error has or private patient in a . been made, please let us know and we • Be informed of any costs of services. will correct the information. • Receive information on where treatment • If we believe the information is correct, is available, if not available locally. you may request for your view to be • Apply for a travel allowance if you need noted on the record. to travel more than 100km (one way) to • Requests for access to, or correction of receive treatment. your medical record should be addressed • Access qualified health personnel and to the Lismore Base Hospital Clinical receive competent care. Information Department. All personal health information collected whilst • Confidentiality of your health and you are attending the hospital is kept personal details. These will not be shared confidential unless the law or other ethical unless the law requires us to give the considerations require such information to information to some other person or be given to some person or authority. authority.

1.7 Your Rights & Responsibilities • Have the support of an Aboriginal Health Education worker or Liaison Officer if you As a patient, you have certain rights and are of Aboriginal or Torres Strait Island responsibilities within the health care system. descent.

7 PATIENT INFORMATION

• Receive person-centred care that is both You Are Responsible For: safe and of a high quality. If something • Treating other people, patients and staff goes wrong with your treatment or care with courtesy and respect. we will tell you as soon as possible. We will apologise, explain what happened, • Acting in line with our zero tolerance to tell you about the possible effects violence policy. If you do not observe this, and what we are doing to prevent it you will be asked to leave the premises happening again. or services provided in your home will be withdrawn. You should understand: • Letting us know if you are unhappy about • Who is caring for you. the way you are being treated. • Your condition, including results of tests • Answering any questions about your or procedures. health care honestly. This includes family • Treatment options available, including the history and any allergies you may have. proposed treatment, expected benefits, • Knowing your own medical history, when treatment would start, length of including medications taken. treatment. • Asking your healthcare worker questions. • Any information that may affect your If you do not understand the purpose decision such, as: of all tests, treatments and possible o Risks involved in proposed treatment. alternatives, ask us to explain these to you. o The likelihood of risks happening. • Cooperating with the treatment provided. o The consequences of having no treatment. • Letting us know if you are receiving any other health treatment. o Possible side effects. • Telling us if your religious or cultural o Possible complications. beliefs make it difficult for you to o Any significant outcome that may cooperate with the recommended affect your physical or mental treatment. wellbeing. • Keeping appointments, or letting us • How long it may take to recover. know if you are unable to attend an • Your expected date of discharge (going appointment. home) from the hospital, facility or • Providing a safe environment for health community care. care workers in your home. This should • When you can expect to go back to your be free from tobacco smoke, violence, usual work and activities. harassment, and unrestrained animals.

8 PATIENT INFORMATION

Every person working in or using Interpreters are available to help staff Lismore Base Hospital – staff, patients communicate with patients, families and and visitors – has a right to personal carers. This service is confidential and safety. Threatening, abusive or physically provided free of charge. violent behaviour will not be accepted from anyone under any circumstances. 1.10 Alcohol, Non-Prescribed & Illegal Drugs 1.8 Helping Our Research & We need to know if you use any drugs as Teaching this can affect your treatment and recovery. Lismore Base Hospital is a teaching and The use of these is seen as a medical matter research hospital. You may be asked to and is treated confidentially. If you believe participate in research projects or student you may have the potential for withdrawal or education. You can choose not to do this are interested in receiving drug and alcohol and your decision will not affect your care. counselling, please let your nurse or doctor However, any participation you can offer know. Patients, family or friends bringing will help improve health services provided to illegal drugs onto the premises will be other patients in the future. referred to NSW Police.

An important role of our hospital is the teaching of medical, nursing and other health 2. Being a Patient at care students at the bedside by specialists. As Lismore Base Hospital a patient, you may be asked to discuss details of your illness with students and be examined 2.1 How Long Will You Stay? by them. Advances in medical technology mean that We realise that you may feel shy or a little your stay in hospital will probably be much awkward with the students, but we hope shorter than it would have been ten years you realise the importance of their training ago. Many procedures that would have and feel able to co-operate. If at any time, previously meant an overnight stay are now however, you do not wish to be seen by done as a ‘day only’ procedure or during an the students, please let the Nursing Unit outpatient visit. In general, this means people Manager or Department Manager know so spend less time in the hospital. The doctors we can respect your wishes. and nurses will discuss your care with you 1.9 Do You Have Special Needs? while you are in the ward. Please let the staff know if you have special Your health care team will be able to tell needs, for example, if you are hearing or you your Estimated Date of Discharge. This sight impaired or have special dietary needs. is the date when it is expected you will be We will do all we can to ensure that your well enough to return home. Some people needs are met. recover more slowly than others, so this is why the date is estimated.

9 PATIENT INFORMATION

If there are any delays in preparing you to Lismore Base Hospital has electronic access leave hospital, the staff will let you know to most health funds for the purpose of your Estimated Date of Discharge has eligibility checks and is able to provide a changed. printed copy of your entitlements and costs.

2.2 Choosing Between Public & How You Benefit: Private Health Care As a private patient, you can enjoy the following benefits: Every Australian resident has the right to choose to be treated as either a private or • You may choose to be treated by a public patient. The exceptions to this are: doctor(s) of your choice, including the doctor on call, provided your chosen • If you are receiving treatment in an doctor holds private practice rights with insurance matter, for example: if you have this hospital. Your chosen doctor may call been involved in a Motor Vehicle Accident other doctors into consultation to assist or injured at work. with your care. • If you hold a Department of Veterans’ • Excess for care and stay is Affairs Card. waived. • If you are an Overseas Visitor and not o You will not have any out-of-pocket from a reciprocal agreed country. expenses for hospital generated • Self-funded private paying patient. accounts for accommodation, • Australian Defence Force cardholder. prosthesis, pathology and radiology.

It is very important that you tell the • Where a private single room is available, admissions staff whether you choose to this may be offered to you if you have be admitted as a private or public patient. single room health cover. Patients who are Patient Liaison Officers are available to very ill will be given priority for a single discuss the benefits of each option and help room. you to choose the one which suits you best. • Post-discharge care will usually be carried out by your chosen doctor in his/her 2.3 Being Admitted as a Private private rooms. Patient • Waiver of television hire charges. If you are a potential private patient, the Patient Liaison Officer will discuss this issue • A simple billing process. Our staff will with you and seek your consent to be submit a claim form for you. You need to admitted as a private patient. If you have sign the form before submission. any questions or concerns, please call the • Private health fund checks to ensure you Patient Liaison Officer ([02] 6620 2153) who are fully covered for your admission to is available seven days a week. Please ask hospital, and no gaps to pay. the Patient Support Officer on your ward to arrange for them to come and see you.

10 PATIENT INFORMATION

How the Hospital Benefits Single rooms are allocated on a medical needs basis. If a single room is not required • It is our aim to provide all patients with for a patient for a medical reason, it may the highest possible standard of care. To be made available to private patients who do this we need to constantly update our will be charged for the accommodation. It equipment and keep staff well trained is important to note that you may be asked • The hospital receives funds when patients to move if a patient requires the room for a elect to use their private health insurance medical reason.

• The fees received from privately insured Each bed has a call button that registers your patients provide additional funds for need for assistance from the nursing staff. Lismore Base Hospital Please press the button once only and a • This assists us to continually improve our nurse will come to you as soon as possible. services to you. 2.5 Monitoring Your Medications 2.4 Your Ward When you are admitted into hospital you Different wards may have different routines will be asked what medicines you are taking. and systems. A member of staff will explain Please make sure you have a full list of ALL your ward layout and routine to you. your medicines, even those bought from supermarkets or health food shops. At the start of each nursing shift, the nurses who look after you will introduce themselves Please let staff know if you have brought to you. Your plan of care will be discussed your own medicines to hospital. When you with you on a daily basis or as it changes. are admitted the nurse will remove them for You will notice a care (white)board near your safe keeping during your hospital stay. Your room or bed. Make sure you ask your nurse medicines will be returned to you before you or doctor if you are unsure about your plan are discharged. of care or any details on your care board. If you have had any previous unexpected Patients are accommodated in single, double reactions to medications or dressings etc., or four-bed rooms. Some rooms are mixed it is very important to tell the hospital gender. In the mixed gender rooms male doctor, pharmacist and nurse so that this and female patients are roomed together. can be recorded on your medication chart. Most often this is to enable efficient use While you are in hospital you will be given of technology and allow staff to provide a medicines from the hospital stock. Remember specialised service to patients. that these might be another brand and appear different to your own tablets. If you are not comfortable in a mixed gender room, every effort will be made to You must not take your own medicines accommodate you in a single gender room. while you are in hospital unless this has been authorised by your doctor.

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Hospital pharmacists work in most ward 2.7 Helping Yourself Recover areas together with medical and nursing Our knowledge about the best ways to help staff. The pharmacist will talk to you about people get well improves all the time. For your medicines during your stay and can example, we now know that people both answer any questions, especially if changes recover and heal more quickly if they resume have been made. Your pharmacist can also their normal activities as soon as possible. give you an updated medicines list when you With this in mind, staff will encourage you to are discharged. They can send a copy to your resume your usual routines such as walking doctor and community pharmacy if necessary. and showering as soon as possible. If you are unsure about your medications, please ask to speak to the pharmacist. 2.8 Meals 2.6 Patient, Family & Carer The Food Services Department operates Escalation (REACH) between 6.00am and 8.00pm, seven days a week. REACH is an easy-to-use system that helps patients, their family and carer(s) to raise We are now offering a wider range of tasty their concerns with staff if you notice a and nutritious meals and more personalised worrying change in your condition or that service. of your loved one. We encourage you to Most patients will receive a pictorial menu first raise your concerns directly with your and will be able to choose from at least 12 nurse or doctor. If you remain worried after hot meals at lunch and dinner, along with speaking with your nurse or doctor, REACH soups and desserts or freshly made salads provides you with more options to escalate and sandwiches. your concerns further. REACH stands for Recognise, Engage, Act, Call, and Help is on Staff with mobile devices will take orders just its way. hours before meal time so patients can select the meal that best suits their immediate You may RECOGNISE a worrying change in feelings of hunger and wellness. A dietitian is your condition or that of your loved one. We available for advice on special dietary needs. encourage you to ENGAGE with your nurse or doctor and tell them your concerns. If Patients on special therapeutic diets will you remain concerned, or if the condition is be provided with meals that meet their getting worse, then ACT. Ask to speak to the requirements as recommended by their Nurse in Charge and request a clinical review. health professionals (eg. speech pathologist, This should occur within 30 minutes. If you dietitian or medical officer). are still worried, make a REACH CALL. Patients who require support at meal The REACH phone number is displayed at times will be recognised and provided with the bedside. You can use the bedside phone, assistance. your mobile phone or ask for a ward phone. Your call will be answered by a senior staff member then HELP will be on its way.

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Meal Times 2.9 Overseas Patients Breakfast: 7.25am If you have been admitted to hospital and Morning Tea: 9.40am you permanently reside overseas, you will Lunch: 12.00pm need to speak to the Patient Liaison Officer to clarify your health cover. This will not Afternoon Tea: 1.15pm affect your care or the treatment provided. Dinner: 5.00pm 2.10 Ambulance Services Supper: 6.50pm Medicare does not cover the cost of Refreshments are available at the Coffee ambulance services. Shop from 7.00am to 2.00pm, Monday to Friday; 7.00am to 5.00pm, Saturday There are a number of insurance options and Sunday (subject to change on public available. For further information, please holidays). contact your private health fund or the Ambulance Service of New South Wales, toll Please direct any enquiries or concerns about free, on 1300 655 200. your meals to the Food Services Manager, who can be contacted through a Food In certain circumstances, Compulsory Third Services staff member. Party (CTP) or Workers Compensation insurance may cover ambulance services. You may also be asked not to eat or drink For further information, please contact your before a procedure or test. This is called ‘Nil insurance company or your employer. by mouth’. Staff will let you know the time you should stop eating or drinking. It is very important that you follow this instruction. If 3. Being Discharged from you do not, it may affect your procedure or Lismore Base Hospital test and may increase your length of stay in hospital. 3.1 Discharge Planning Permission may be obtained for family or Sometimes, your illness means that you have friends to assist you at meal times. to make changes to the way you look after Your family may bring you food, as long as yourself. For example, you may require: you have checked with the nurse that this is • Daily wound care ok for your condition or treatment and you are not nil by mouth for a test or procedure. • New medications It is important to us that you eat well while in • Daily nurse visits hospital. We try to limit tests, procedures and • Assistance with bathing other activity around meal times. • Assistance with shopping and housework

• Therapy visits.

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We will work with you, your family and carers • Organise someone to help look after you to plan how to continue your care after you when you get home leave hospital. Your General Practitioner (GP) • Book follow-up appointments. will play a role in monitoring your recovery. If you are concerned about whether you If you feel you need assistance at home or can manage at home, ask the ward nurse have special needs, please discuss this with to arrange an appointment with the social your nurse as soon as possible. Referrals worker. to other health professionals may also be required. If you require alternative care arrangements, such as a nursing home or hostel, it will be Good planning for your discharge can mean important for your carers to start enquiries a shorter stay in hospital. Within 24 hours of early. The social worker and nursing staff will your admission to a general ward you will be assist you with these enquiries. allocated an Estimated Date of Transfer or Discharge. The Estimated Date of Discharge Please let a member of staff know if you is based on the average stay for patients think there may be problems preventing you with your condition and is a guide only. Its from going home. purpose is to help your care team streamline 3.2 Discharge of Children your stay in hospital so that you can be discharged or transferred at the right time. Children will not be discharged into the Please ask your doctor or nurse what your custody of anyone other than their parents or Estimated Date of Discharge is. guardians, unless written arrangements have been made by their parents or guardian with The Estimated Date of Discharge will the Nursing Unit Manager. help you and your carers prepare for your discharge. It is important to ensure that you 3.3 Transfers to Other Hospitals have adequate support when you return home. Please also consider transport home as If you need to be transferred to another this is not a service provided by the hospital. facility during your hospitalisation, this will If you are awaiting transport home, you may be arranged by hospital staff in consultation be transferred to the Discharge Transit Unit with you and your family. When you no on the day of discharge. longer require specialised care at Lismore Base Hospital and the acute phase of your It’s important to know your Estimated Date illness is over, you could be transferred to of Discharge so you can prepare to return another one of our hospitals to complete home. You might need to: your convalescence. This will be discussed • Arrange transport home on that day with you and your family/carer prior to this occurring. • Make sure your family or other support services know when you will be home (e.g. Meals on Wheels)

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3.4 When You Go Home If you wish, a copy of your summary can be sent home with you. Please ensure that your On the day you go home, you should plan to general practitioner’s details are correct. leave the ward by 10.00am. Your assistance in leaving on time will help avoid delays for 3.7 Discharging Yourself Against people waiting to be admitted. You may be Medical Advice transferred to the Discharge Transit Unit prior to your discharge home. Leaving hospital against your doctor’s wishes may be dangerous to your health. It is expected that you will organise for Please think carefully before you make someone to pick you up from hospital or you your decision. If you do decide to discharge may choose to take a taxi or bus. Please let a yourself, against medical advice, you will be member of staff know as soon as you know asked to sign a form releasing the hospital of any problems preventing you from going from all responsibility. home. If after discharge, your condition causes Remember to take with you any x-rays you you concern, please don’t hesitate to seek brought in, medications or valuables. medical attention from your doctor or return to the for treatment. 3.5 Continuing Services Your health team may recommend 4. Other Services & continuing care from community nurses Information or other health professionals after your discharge. If necessary, you will be given 4.1 Aboriginal Liaison Officer follow-up outpatient appointments. Your The Aboriginal Liaison Officer acts as an health care team will advise you of their advocate and provides support for Aboriginal recommendations and organise any care that inpatients and their families. The Aboriginal is required. Liaison Officer can be contacted on (02) 6620 A nursing discharge summary will be 7556. sent home with you if you are referred to community nurses. 4.2 Donations & Fundraising

If you require a medical certificate for your Donations and fundraising activities are employer, please ask your doctor. greatly appreciated. If you would like to make a donation or bequest under a will, please 3.6 General Practitioner speak to the Nursing Unit Manager (NUM) on It is recommended that you visit your local your ward. doctor within three days of being discharged from hospital. The hospital will send your summary to your local doctor or specialists involved in your care, unless you specifically advise that this should not happen.

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4.3 Fire & Emergency 4.6 Mail Our staff are fully trained in emergency There is a mail delivery service to the wards procedures. In the event of an emergency, every weekday. The Patient Support Officer you should stay by your bed until instructed will post stamped letters for you. otherwise by a hospital staff member. Letters should be addressed as follows: In the case of fire, do not use the lifts. All Mr/Mrs/Ms (full name) that is required of you is to: remain calm; stay C/- Ward _____ within the ward until the Nurse-in-Charge Lismore Base Hospital guides patients to a safe area or fire escape PO Box 419 stairs. Lismore NSW 2480

4.4 Infection Control & Hand 4.7 Mobile Phones & Photographs Hygiene Please follow directions in relation to mobile Patients can assist in preventing the spread phone usage in clinical areas. of infection by washing their hands or using the hand rubs available. Visitors should be It is a breach of patient and staff privacy, encouraged to wash their hands on arrival to take photos of others without their and after visiting you in hospital. permission. Persons found to have taken photos or recorded other patients or staff We ask all patients and visitors with signs without their permission may be reported to or symptoms of a respiratory illness to NSW Police. cover their nose/mouth with a tissue when coughing or sneezing. We would prefer that 4.8 No Lift Policy visitors do not attend the hospital with flu- The health service has a ‘No Lift’ policy to like symptoms. ensure the safety of all staff and patients. If spitting is necessary, please spit into a Staff are required to use mechanical lifters tissue and dispose of the tissue in the nearest (hoists and slide sheets) when transferring or rubbish bin. Hand washing or rubs should moving patients. If you require any further take place after any of these activities. If in information regarding the ‘No Lift’ policy, doubt, ask the staff member attending your please ask the nurses looking after you. care if they have washed their hands. 4.9 Smoking 4.5 Laundry The Lismore Base Hospital has implemented The hospital does not have the facilities to the ‘NSW Health Smoke Free Health Care’ launder personal items of clothing. You are policy to protect the health of staff, patients responsible for the care and maintenance of and visitors from exposure to tobacco smoke. your own clothing. This means that you are not allowed to smoke inside the buildings, on the balconies, throughout the hospital or anywhere on the hospital grounds.

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4.10 Telephone Service You are responsible for any items you choose to keep with you on the ward. The telephones situated at the patient bedside are only able to receive calls. To be 4.13 Compliments, Complaints, connected to hospital switchboard, please Concerns & Suggestions dial 9 from the ward or (02) 6624 0200. There is a public telephone located on Level At Lismore Base Hospital we aim to provide 4 within the main entrance area of the the best health service possible. Feedback hospital. from patients, families and friends help us identify what is working well, as well 4.11 Television Service as areas for improvement. We appreciate Television services are available for hire (no compliments and take complaints seriously. charge for private patients). Connection To resolve your issues as quickly as possible, can be arranged by dialing extension 1800 we encourage you to ask to speak with the 063 829 or speaking to the ward staff. Nursing Unit Manager of your ward. There is Services included are free-to-air channels and a Nurse Manager available to assist you with selected paid television programs. Various care issues or concerns 24 hours per day. radio stations are supplied without a fee. Alternatively, you can request a hospital Your television service will remain connected feedback form from the Nursing Unit regardless of where you are transferred Manager of your ward. You can also write throughout the hospital. As the television to the General Manager or call the General service is provided by an external company, Manager’s office on the telephone number: Lismore Base Hospital is not responsible for (02) 6620 2354. the collection of fees. Written correspondence can be sent to: We regret that not all beds have a television General Manager accessible to them. We will attempt to place Lismore Base Hospital patients who want to access television service PO Box 419 in a bed where it can be accessed. Lismore NSW 2480 Television sets are to be turned off at or 11.00pm for the comfort of all patients. Chief Executive Northern NSW Local Health District 4.12 Valuables Locked Mail Bag 11 The hospital has the capacity to hold small Lismore NSW 2480 valuable items on your behalf, if specifically The Health Care Complaints Commission handed in for safe keeping. is independent of the public health system. They will be kept in the customer service Anyone can lodge a complaint with the office safe. You can access your items with HCCC. Complaints must be in writing and the assistance of ward staff between 8.00am there are officers who can assist you. They and 5.00pm, Monday to Friday; and 9.00am– can be contacted on 1800 043 159. 5.00pm on weekends.

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Any complaints or comments you make will Opening Times be treated confidentially and will not change • Level 2 Café: 7.00am–7.00pm, Monday in any way the care that is given to you now to Friday, and closed weekends. Phone: or in the future. (02) 6620 2316

• Coffee Shop: 7.00am–2.00pm Monday 5. Services on the Hospital to Friday, and 7.00am–5.00pm, Saturday Campus and Sunday. Phone: (02) 6620 2392 (subject to change on public holidays). 5.1 Accommodation 5.4 Consumer Representatives If your family or carers need help finding accommodation during your hospital stay, an Lismore Base Hospital has a Community accommodation directory is available through Advisory Group and community the Social Work Department. representatives participate in many service, quality and planning meetings. ‘Our House’ provides purpose-built accommodation (20 units) for patients Your Local Health District Board also has who are undergoing treatment at Lismore appointed community representatives. Base Hospital and their carers and family If you would like to learn more about the members. It is conveniently located in Hunter role of the community representatives, Street, directly across from the hospital. make contact with one, or enquire about Contact reception on (02) 6629 4350 or participating as a community representative, email [email protected] for all please call the Community Engagement accommodation enquiries. Manager on (02) 6624 0333.

5.2 ATM Facilities 5.5 Gifts & Flowers An automatic teller machine (ATM), which The United Hospital Auxiliary (UHA) gift shop, accepts most cards, is located on Level 4 in located on Level 4 at the front entry, sells a the Main Reception area of the hospital. range of magazines, puzzle books, gifts and flowers. 5.3 Fresh Plus Cafe & Coffee Shop The UHA also operates a hospital trolley, Fresh Plus has a Café on Level 2 and a coffee which circulates throughout most wards shop near the Main Reception area on Level Monday to Friday, selling magazines, snacks 4. In both locations they offer hot and cold and local newspapers. food and drinks, healthy snacks and fresh fruit for purchase. Fresh Plus also stocks a During some periods (for example, COVID-19 small selection of magazines, newspapers, restrictions and holiday periods), the UHA gift lines and basic toiletries for purchase. gift shop is closed and the trolley is non- operational.

18 PATIENT INFORMATION

5.6 Interpreter Service To make your decision count, register as an organ and tissue donor today on www. A free confidential interpreter and sign donatelife.gov.au It only takes a minute. language service is provided to patients 24 hours a day, seven days a week. Please 5.8 Car Parking & Transport advise the nursing staff on admission if an interpreter is required. Interpreter service can Paid car parking is available in the multi- be contacted on 1300 131 450. storey hospital car park in Uralba St. Please pay at the Level 4 booth before exiting the 5.7 Organ & Tissue Donation car park. Concessional rates are available for pensioners either at the carpark office or There are almost 1,600 people in Australia on hospital customer services desk located at the the organ transplant waiting lists at any given front entry of the hospital. Paid time limited time. The Australian Organ Donor Register is on-street parking is available on Uralba and the only national register for people to record Hunter Streets. There is a five-minute drop- their decision about becoming an organ off and pick-up area at the hospital main and/or tissue donor for transplantation after entrance and another outside the Emergency death. Department. Recording your decision on the Australian All Northern Rivers Buslines town services go Organ Donor Register is voluntary and you past Lismore Base Hospital. These are route have complete choice over which organs or numbers 682, 683, 684 and 685. Northern tissue you wish to donate. You must be 16 Rivers Buslines can be contacted on (02) years or older to register. 6626 1499. For people with serious or life-threatening Ballina Buslines’ Lismore to Ballina and return illnesses, an organ and/or tissue transplant service, route 661, also goes past the Base could mean a second chance at life. By Hospital. They can be contacted on (02) 6686 choosing to record your donation decision on 3666. the donor register, you could save the lives of up to ten people and improve the lives of Taxis can be booked from anywhere in dozens more. Australia on 131 008. Taxis are available to patients and visitors in the drop-off and pick- Family consent is always needed before up area at the Main Entrance. donation can go ahead, so remember to discuss your decision with your family and If you cannot use conventional public those close to you. transport, one of the following organisations may be able to assist you. Some of these For further information and registration, you organisations rely wholly or in part on can call the Australian Organ Donor Registry volunteers. on 1800 777 203, or visit their website www.medicareaustralia.gov.au or visit your Community Transport Organisations can local Medicare office. assist with medical transport for the frail- aged and people with a disability. Call to check your eligibility.

19 PATIENT INFORMATION

You need to register with your local The NSW Health Isolated Patient Transport organisation and book your health transport Assistance Scheme offers financial assistance at least three days in advance. for patients and carers travelling more that Northern Rivers Community Transport 100km (one way). Your doctor or the hospital serves the Lismore, Richmond Valley and social workers can help if you wish to apply Kyogle local government areas. Their contact for this assistance. number is (02) 6628 6000. 5.9 Power of Attorney Residents of Byron and Ballina Shires should contact Tweed Byron and Ballina Community You may wish to consider authorising Transport on 1300 875 895. someone else to make decisions for you in the event of an illness preventing you making Richmond Valley Volunteer Health decisions for yourself. This is achieved by Transport works in the Richmond Valley, going through the process of assigning a Kyogle and Lismore areas. They can be Power of Attorney to a carer or friend. Please contacted on (02) 6662 7940. ask the ward staff to contact a social worker Mid Richmond Neighbourhood Centre if you would like to discuss this further. offers assistance with health transport for disadvantaged people living in the lower mid 5.10 Volunteers Richmond Valley. Contact them on We have a network of dedicated volunteers (02) 6682 4334. that work throughout the hospital supporting Alstonville residents who have difficulty patients and staff. The Lismore Base with transport may contact LiNC, a church- Hospital UHA works tirelessly to raise funds based network who can assist by providing to purchase vital equipment. If you are a volunteer to get them to hospital. They interested in learning more about becoming require notice of at least one week. Contact a volunteer, please contact the General LiNC on (02) 6628 6960. Manager on (02) 6620 2354. You would be The Health Transport Unit for Northern welcomed. NSW may be able to assist if you are unable to get to the hospital any other way. Their 5.11 Worship & Chaplaincy contact number is 1300 552 961. Chaplains from a wide range of religions *Be sure to let the admissions staff know and denominations visit the hospital. If you when you arrive if you’ll need help with would like a chaplain to visit you during your transport home. If you came with one of stay in hospital, please ask the ward staff. these organisations they can let them know The hospital has a multi-faith room on Level when you are expected to be discharged. 4, halfway along the hospital link-way for More Northern Rivers transport information patients, staff and visitors use. can be found on www.goingplaces.org.au

20 PATIENT INFORMATION

5.12 Justice of The Peace 6.2 Nutrition & Dietetics A justice of the peace is available on-site Contact Allied Health Reception on during business hours to witness documents. (02) 6620 2155. To access this service, please ask the ward The Nutrition and Dietetics Department staff. of Lismore Base Hospital provides clinical 5.13 Hospital in the Home (HITH) nutrition services, including: • Nutrition assessment Your health problem may suit being treated within the Hospital in the Home (HITH) • Implementation of therapeutic diets Program. Most stable patients who live in • Management and education for inpatients the Lismore and Ballina area may be suitable of Lismore Base Hospital for transfer to the HITH Program. Care is delivered in your home by an experienced • A limited service for general outpatients in nurse and/or physiotherapist. If you are the Lismore area interested in checking whether you are 6.3 Speech Pathology suitable for referral to the HITH Program, please ask your nurse or doctor. Contact Allied Health Reception on (02) 6620 2155. 6. Allied Health Services Speech pathologists are available for: • Management of communication and 6.1 Medical Imaging swallowing problems for inpatients.

Contact Medical Imaging reception on (02) • Outpatients with head and neck cancer 6620 2456. (including laryngectomy), tracheostomy Lismore Base Hospital provides the following and dysphagia, via the Lismore Base Medical Imaging services: Hospital Speech Pathology Outpatient Clinic. • X-ray • CT • Video Fluoroscopic Swallow Studies. • Ultrasound • Assessment and monitoring via the Adult • MRI LBH Multidisciplinary PEG Clinic. • PET/CT • Angiography/screening room procedures

Selected outpatient services are available during regular business hours. There are 24hr acute services for hospital patients. For more information or a booking, contact Medical Imaging reception on (02) 6620 2456.

21 PATIENT INFORMATION

6.4 Aged Care Assessment Team • Promote the psychosocial wellbeing of (ACAT) patients, their family/carers and significant others. Contact ACAT on (02) 6620 6222. • Maximise the coping ability of patients ACAT provides assessment for elderly clients following acute and chronic illness in their homes and, if required, in hospital and the subsequent changes to health and residential aged care facilities. functioning. The team also offers support to those elderly • Facilitate the patients and family access who wish to remain at home by informing to intra and inter hospital transfers, them of appropriate services that would providing support and information in most suit their needs. ACAT also provides relation to accommodation and travel assessment and approval for entry into reimbursement processes, thereby, residential aged care facilities, as well as carer eliminating the stressors associated with information about supports, such as in- the costs of health services delivery to home and residential respite. ACAT clinicians individuals and families. have an expert knowledge of services both government-funded and private, and are • Maximise the potential of patients who often aware of what is most readily available. are unable to return to their former lifestyle as a result of illness. 6.5 Physiotherapy • Maximise the coping ability of patients Contact Allied Health Reception on following surgical intervention involving a (02) 6620 2155. loss of body image and/or a loss of health The Lismore Base Hospital Physiotherapy functioning. Department provides acute inpatient services, • Facilitate and promote appropriate access seven days per week. It also participates to community resources. in limited outpatient clinics, such as the Paediatric Inpatient Follow-Up Clinic, Fracture 6.7 Occupational Therapy Clinic and Hand Clinic, for which a referral is Occupational therapists provide assessment required. and treatment services to adults and children who are experiencing difficulties with normal, 6.6 Social Work Department everyday activities post injury or illness due Contact Allied Health Reception on to changes in their physical or cognitive (02) 6620 2155. function. Occupational therapists can assist The Lismore Base Hospital social work team in improving functional independence can assist and enable individuals, families and safety following discharge through and groups to adjust to the changes in their skill development, prescription of assistive health, personal and family situations to:: equipment, home modifications (rails etc.), and referral to community-based services.

22 PATIENT INFORMATION

6.8 Sexual Health Clinic Local Community Services Contact SHAIDS on (02) 6620 2980. for Your Information

Provides a confidential service supporting The following pages contain information on clients with sexual health disease and issues a curated range of local community services relating from this condition. chosen to help you and your visitors during and after your stay. 6.9 Cardiac Rehabilitation Program Though a service’s feature in the publication Provides education and group exercise doesn’t imply an endorsement on behalf of program for patients with cardiac disease. the hospital, we want to thank these service If you are interested in being referred to the providers for their support, without which Program, ask your doctor or nurse. this publication would not be possible.

Please take the time to look through their services and consider their usefulness to you.

23 NSW HEALTH PATHOLOGY COLLECTION CENTRES

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NSW Health Pathology is your public pathology provider offering bulk billing services to patients.

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NSW NSW Health Pathology provides in-patient pathology services for all public hospitals located in Northern NSW.

NSW Health Pathology is dedicated to the provision of high quality and innovative diagnostic, consultative and educational services for patients and clinicians.

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NSW Health Pathology is your public pathology provider offering bulk billing services to

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Ballina Ph.: 6620 6270 Ballina District Hospital Fax.: 6620 6288 Fox Street, 8.00am – 12.00pm (Mon – Fri) Closed Saturday

Grafton Ph.: 6641 8780 Grafton Base Hospital Fax: 6640 2466 Arthur Street, 8.00am – 5.00pm (Mon – Fri) 8.30am – 11.00am Saturdays

Grafton Ph.: 6641 8780 O Plus Health Medical Centre 52-74 Fitzroy Street 8.00am – 4.30pm

Lismore Ph.: 6620 2900 Lismore Base Hospital Fax: 6620 7249 60 Hunter Street, 8.00am – 5.00pm (Mon – Fri)

Lismore Ph.: 6621 5206 Suite 8 Conway Plaza Fax: 6622 1639 Carrington St 7:30am – 4:00pm (Mon – Fri) 8.00am – 12:00pm Saturday

Maclean Ph.: 6640 0163 Maclean District Hospital Fax: 6645 5187 21 Union Street, 8.00am – 3.00pm (Mon – Fri) Closed Saturday

Murwillumbah Ph.: 6672 0263 Murwillumbah District Hospital Fax: 6672 0216 Ewing Street, 7.30am – 3.00pm (Mon – Fri) Closed Saturday

Tweed Heads Ph.: 07 5506 7425 The Tweed Hospital Fax.: 07 5506 7822 Florence Street, 7.00am – 5.00pm (Mon – Fri) 7.30am – 3.00pm Sat/Sun/Pub Hols

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