Guide to the Canberra Hospital

Call 1 131 450 for a free IT’S OK TO ASK Interpreter ACT Health acknowledges the traditional custodians of the land we walk upon today, the Ngunnawal people and respect their continuing culture and the contribution they make to the life of this city and surrounding region.

Accessibility The ACT Government is committed to making its information, services, events and venues as accessible as possible. If you have difficulty reading a standard printed document and would like to receive this publication in an alternative format such as large print, please phone 13 22 81 or email [email protected] If English is not your first language and you require the Translating and Interpreting Service (TIS), please call 13 14 50. If you are Deaf, or have a speech or hearing impairment and need the teletypewriter service, please phone 13 36 77 and ask for 13 22 81. For speak and listen users, please phone 1300 555 727 and ask for 13 22 81. For more information on these services visit http://www.relayservice.com.au

© Australian Capital Territory, Canberra, March 2015 This work is copyright. Apart from any use as permitted under the Copyright Act 1968, no part may be reproduced by any process without written permission from the Territory Records Office, Community and Infrastructure Services, Territory and Municipal Services, ACT Government, GPO Box 158, Canberra City ACT 2601. Enquiries about this publication should be directed to ACT Government Health Directorate, Communications and Marketing Unit, GPO Box 825 Canberra City ACT 2601 or email: [email protected] www.health.act.gov.au | www.act.gov.au Enquiries: Canberra 13ACT1 or 132281 | Publication No: STN39139

Feedback on this guide can be sent to: Standard 2 Committee, Building 6, Level 2 Canberra Hospital or email [email protected]

2 Call 131 450 IT’S OK TO ASK for a free Interpreter Contents Welcome to Canberra Hospital and Health Services 4 Unplanned arrival to hospital 4 Planning to come to Hospital 4 Before you leave home: 4 Bring with you: 5 Please don’t bring to hospital: 5 Arriving at the hospital? 6 Your Rights 6 Informed Consent 7 Good questions to ask 8 Privacy 8 Advanced care plans 9 Health Attorneys 10 Feedback and how to give it 10 Carer rights/issues 10 Staying Safe 11 What everyone needs to know 11 Call and Respond Early (CARE) Program for Patient Safety 11 Patient Identification 12 Medication Safety 12 Preventing infections 12 Preventing Falls 12 Preventing Pressure Injury (Bed Sores) 13 Preventing Blood Clots 13 Patient Lifting Equipment 14 Fire and Emergency 14 Safe sleeping for babies: 14 The Hospital - Who’s who? 14 Medical staff 14 Nursing and Midwifery Staff 14 Allied Health Staff 15 Non-Clinical Staff 16 Discharge Planning (When you leave) 17 After you go home 19 Key Contacts 20 Hospital Facilities 23 MY NOTES 24 DISCHARGE JOURNAL 25 INDEX TO GUIDE 26

Call 3 131 450 for a free IT’S OK TO ASK Interpreter Welcome to Canberra Hospital and Health Services. Coming to hospital can be a worrying time for many people. We will do our best to ensure your stay is as comfortable as possible and we are committed to providing high quality, patient centred care. Canberra Hospital is the region’s major public hospital, providing specialist and acute care to more than 500,000 people. Canberra Hospital is a tertiary level health facility, and a teaching hospital of the Australian National University (ANU) medical school and the University of Canberra. The ACT Health’s vision is good health for all, and our values are: • Care • Excellence • Collaboration • Integrity. We seek to demonstrate these values through our work with our patients, consumers, partners, the community and the team we work with. By doing so, we aim to provide healthcare and health related services throughout all areas that meet the needs and expectations of our community. Please use this information guide to assist you when receiving care overnight in this hospital. We welcome feedback on how things could be done better as this helps us to improve. Positive feedback is also welcome. For information on how to provide feedback please see Page 10. The visiting hours are from 06:00 am to 9:00 pm.Family member/caregiver of a child are encouraged to stay as are partners/family members of birthing mothers. Visiting hours in the Adult Mental Health Unit are based on their therapeutic program and differ from these. The Building 7 Withdrawal Unit have no visiting times.

Unplanned arrival to hospital Your hospital admission may not have been planned. You may have been admitted through the Emergency Department, from a clinic or transferred here from another hospital or doctors office. You will not have had the opportunity to do all the planning we will talk about in this guide. Please talk to your family and friends to assist in what needs to be done, and our staff are also here to assist. Please let us know if there are things you are unsure of or need some help to organise. So take the time now to read the section on coming to hospital or if you are not feeling up to it, have your family do this for you.

Planning to come to Hospital If you are coming to hospital as a planned admission you should receive a letter letting you know what you need to do and the date and time of your admission. If you or your family need an interpreter, please tell staff as soon as you can.

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If you are a carer for someone, and need help to find a substitute carer you can contact Carers ACT on 1800242636 to discuss options.

Before you leave home: • Organise care of your pets • Organise someone to collect your mail or contact Australia Post to have them hold your mail (a fee is charged) • Pay bills • Pre-cook and freeze meals for when you leave hospital and go home • Arrange for cleaning and gardening (or have someone do it for you). • Cancel any regular deliveries, such as the newspaper • If you have any existing care providers coming to your home, let them know your plans. 4 Call 131 450 IT’S OK TO ASK for a free Interpreter Bring with you: • Your admission letter if you have one • All your medications in their packets including tablets/capsules, mixtures, inhalers/puffers, injections, patches, creams/ ointments, vitamins, herbal or alternative medicines and over the counter medications. If you use a CPAP machine, bring that too and make sure your name is on it. • All your Xrays, CT scans, Ultrasound scans and MRIs relating to your CURRENT condition • Medicare Card • Details for any of the following if they apply to you: –– Health Care Fund –– Veterans Affairs –– Workers Compensation Claim/Third Party Insurance or claim information –– If you are a non Australian resident you will need your passport, visa, insurance and proof of address • Name and address of your General Practitioner (GP) or General Practice that you attend • Name and phone numbers for your next of kin or carer • The original of your Enduring Power of Attorney (EPA) or Statement of Choices (if you have one). Ask staff to photocopy this and place it in your medical records. • If you have guardianship documents please bring these as well • Glasses and hearing aids if you use them, and a container labelled with your name to store them in • A container for your dentures if you have them, labelled with your name. • Mobility aid if you use one • Toiletries • Night Wear, dressing gown and footwear with non slip soles if you are staying overnight. If you take aspirin, anti-inflammatory drugs or other blood thinners check with your doctor if you need to stop taking them. If you require any specialist equipment while in hospital, please let us know so we can organise this. Examples can include pressure care mattresses, communication devices and weight rated equipment. Please advise staff when you arrive if you wish to bring your own food into the hospital or if you have special dietary needs.

Please don’t bring to hospital: • Valuables • too much clothing • alcohol • tobacco products. The hospital does not accept liability if they are lost or damaged, and there is limited storage by each bed. The hospital is SMOKE FREE. Smoking is not allowed in any hospital building or on the hospital grounds. Free nicotine patches are available while you are in hospital; please ask staff if you need them. The QUIT LINE is 131848.

Call 5 131 450 for a free IT’S OK TO ASK Interpreter When preparing to come to hospital think about when you will be going home again. Some of the things to think about are: • How will I get home? Can you get help from family or friends or do you need other help? Speak to staff about your transport needs. • Will I need extra support from family/friends after I go home? You may need help with driving, shopping, transport, cleaning, showering etc. If you live alone you may want a family member or friend to stay with you when you first go home. • If you will need extra support at home, please let the treating team know as soon as possible. • If your admission is planned, talk to your GP or Specialist about the likely impact of any surgery or procedure and the expected length of stay in hospital. They will tell you what to expect and any limitations to daily activities, such as lifting, driving or remaining alone. Talk to your family and friends and let them know of any restrictions that your doctors are suggesting and ask if they are able to help. Accepting help is not always easy but often necessary after a hospital stay.

Arriving at the hospital When you arrive at the hospital please go to the area stated in your admission letter. This may vary depending on what you are coming for. Your family/friends can drop you at the main reception area (Building 1) before they park their car (see map on Page 28). • The Admission Office in the main foyer is open Monday to Friday from 7:00am to 4:00pm. • The Day Surgery Unit is on Level 3 of Building 12 and is open from 6:00am Monday to Friday • The Main Reception is open from 7:00am to 8:30pm and can direct you to the correct location when you arrive. Volunteers are often available to take you to the right place. • The doors to the hospital main building are locked from 9:00pm to 6:00am. During these hours you can enter the hospital through the Emergency Department entrance. If you are unsure or worried about anything or if there is anything you do not understand please ask. We are here to help but may not know your concerns unless you tell us. If you have any existing medical or health related appointment scheduled for while you are in hospital please let the staff know as they may be able to be rescheduled. Mobile phones can be used in many areas of the hospital, staff will let you know if you can’t use them. Meal times vary slightly in each ward area so please check with staff what times your meals will come. As many of the wards are specialised you may be moved from one ward to another during your stay.

Your Rights The Australian Charter of Healthcare Rights specifies the key rights of patients seeking and receiving health care. It entitles you to access, safety, respect, communication, participation, privacy and comment. We will give you a copy of the Australian Charter of Health Care Rights when you are admitted to hospital ward. If you have any questions please ask the staff. In order to ensure you receive the safest and highest quality care, it is important that you: 1. Tell medical staff about: –– Your medical history and any relevant family medical history –– Any multiresistent infections you may have –– Any medications you are using, including prescription and over the counter medications or complementary medications (such as vitamins, dietary supplements, etc) –– Any change in your condition or problems you have with your treatment –– Any special needs you have including dietary, cultural or religious needs. 2. Are courteous and respect the role of hospital staff 3. Follow treatment instructions or let staff know if you cannot or do not wish to do so 4. Advise staff if you do not wish students to be involved in your care.

6 Call 131 450 IT’S OK TO ASK for a free Interpreter In providing your care, health care professionals have a responsibility to: 1. Introduce themselves and what their role is 2. Listen to you attentively 3. Communicate with you in a way you can understand 4. Inform and educate you about your illness 5. Explain to you what you can expect from your treatment 6. Respect you and your wishes 7. Provide you with appropriate information 8. Gain your consent to treatment 9. Gain your consent to any research to be performed during the course of treatment 10. Provide you with full and timely information and allow time for you to make an informed decision about your treatment 11. Keep you fully informed about your clinical needs and explain any delays to your treatment. The Clinical Ethics Committee may assist patients, relatives and advocates in resolving concerns about ethical aspects of clinical practice. They play an advisory role and can be contacted on [email protected] or ask for more information from staff.

Informed Consent Consent is your agreement for a doctor or health professional to provide treatment, including any medical or surgical management, care, therapy, test or procedure. Informed Consent in health care means we will give you understandable and clear information, so you can make the right decision for you. You have the right to use an interpreter if English is not your first language. Interpreter services are free and can be provided in person or by telephone. It is strongly recommended that you use a professional interpreter rather than a family member or friend who may not be familiar with medical words. Informed consent means: 1. Your doctor or health professional will discuss your treatment options with you. Please ask questions if there is anything you do not understand. 2. It is your decision whether or not to undergo the procedure or treatment. 3. Your doctor or health professional obtains your consent or your refusal for each episode of treatment. 4. Your doctor or health professional will make a formal record of the agreed decision.

When will you be asked to give consent? With the exception of life saving , emergency situations, we will ask you to give your consent before undergoing any treatment or procedure, including: • Giving a blood specimen • Having a surgical operation. You will also be asked for consent to share medical information with your GP if you have provided their details There are three types of consent: • Written consent is where you sign a document (e.g. a consent form) to confirm your agreement to treatment or procedure, because the treatment or procedure carries significant risk. • Verbal consent is where you will orally state your agreement to a treatment or procedure which does not carry a significant risk. • Implied consent is where you indicate your agreement through your actions or by cooperating with the health practitioner’s instructions. For example when you: –– Extend your arm to provide a routine blood sample for testing –– Take and swallow medication that is provided, or –– Attend an appointment for the purpose of receiving information or advice regarding management of your condition.

Call 7 131 450 for a free IT’S OK TO ASK Interpreter Every patient has the right to be involved in all decisions about their health care. When making a decision about your ongoing treatment you should take into account the following: Your treatment options Most conditions will have more than one treatment option, and each option may have different risks and expected outcomes. It is important that you understand the advantages and disadvantages of each treatment option. When deciding which treatment option is best for you, you should consider your personal and family needs, the expected outcome of each option and any possible complications. Please remember you have the right to ask questions and obtain a second opinion from a health professional or doctor.

Risks of your treatment? It is important to remember that different procedures involve different risks and complications vary for each treatment. It is important that you are fully aware of the possible risks so you can make an informed decision whether or not to proceed with the recommended treatment.

Can you change your mind? Yes, you can decide not to proceed with the treatment for which you have consented at any time by advising your health practitioner.

Good questions to ask Medical treatment is often complex and you may receive information that you do not understand at a time when you may be distressed by your condition and diagnosis. If you have any concerns around your treatment or plan please speak to your medical team. Questions you should ask your health practitioner include:

1. Why do you think this procedure is right for me? 2. Is this procedure new or uncommon and what research evidence is there to support your recommendation? 3. How many times have you done this procedure? 4. What are the outcomes of the procedures you have done? 5. How quickly will I need to have this treatment? 6. What is likely to happen if I do nothing? 7. How long will it take to recover from the procedure or treatment? 8. Will I need to change my lifestyle? 9. What can I do to prepare for the procedure or treatment? 10. Will it cost me anything? 11. What else can you tell me that will help me to make an informed decision? 12. Can I have the time to discuss it with family and friends before I decide?

Privacy

Patient Enquiries Due to privacy restrictions staff are not able to discuss matters concerning specific patients with anyone except a member of the immediate family, unless appropriately authorised to do so. For general enquiries, we request that relatives and friends contact a member of the immediate family in the first instance. However, if the Hospital is the only contact that can be made, please ring Patient Enquiries on (02) 6244 2614 between 7:00am and 8:30pm or main switchboard on (02) 6244 2222.

Health Records All patients of Canberra Hospital and Health Services are clients of ACT Health and are registered on the ACT Health’s Patient Administration System (ACTPAS). ACTPAS holds information about you (name, gender, address and date of birth); records when you were seen at the hospital; details about your General Practitioner (name, address and phone numbers) and if you have authorised us to inform them when you are admitted and discharged from hospital. ACT Health will

8 Call 131 450 IT’S OK TO ASK for a free Interpreter maintain a complete record of your condition, and treatment provided by this facility, in accordance with The ACT Health Records (Privacy and Access) Act 1997. This record will be used to manage your care, monitor your progress and may also be used for quality assurance, training and funding purposes. Access to the record will be granted to your treating health professionals, both inside and outside the hospital. Any other access to your medical record, unless authorized by law, will require your written consent. As a member of your treating team, your nominated General Practitioner will receive a summary of your care, unless you indicate otherwise. Medical records remain the property of ACT Health. You may apply to the Medical Record Department to view and access your personal health records. A request may be lodged by contacting the department. Requests must be in writing and are subject to a fee. For enquiries regarding Health Records please phone (02) 6244 3240. ehealth records A Personally Controlled Ehealth Record (PCEHR) is an initiative of the Commonwealth Department of Health. If you require information or to register please go to www.ehealth.gov.au or telephone 1800 723 471.

Advanced care plans and thinking about what might happen if you are no longer able to consent to treatment Advance care planning is a series of steps you can take to help you plan for your future health care. The Respecting Patient Choices® (RPC) program helps healthcare professionals understand your wishes about future treatment. The people who care for you, including your family and friends, can be helped by having this information, particularly if you become seriously ill and are unable to make decisions for yourself. RPC facilitators and other health staff can help you think and talk about the healthcare treatment that you would and would not want. This gives you the opportunity to plan your care in advance and is called advance care planning. Once you have thought about these things and talked to your family about them, RPC facilitators can assist you to write down what is important to you. This document is called an Advance Care Plan (ACP). RPC facilitators are available in the hospital; please ask the staff to contact them for you. The Advance Care Plan in the ACT consists of an Enduring Power of Attorney and a Statement of Choices. You can choose to complete one or both of these documents. Once completed, signed and witnessed the original documents remain with you and you should ask the staff to take a copy of the document and file it in your medical records.For more information or to complete your advanced care plan call 6244 3344 or email [email protected]

Have you thought about Organ and Tissue Donation? Part of Advanced Care Planning and Respecting Patient Choices is making decisions around organ and tissue donation. By ‘having the chat that saves lives’, you can ensure that your family and friends know what your wishes are and can advocate your wishes if you are unable to. If you would like more information about organ and tissue donation either contact DonateLife ACT direct on 02 6244 2222, or ask the staff to contact DonateLife ACT for you.

Call 9 131 450 for a free IT’S OK TO ASK Interpreter Health Attorneys When a consumer is unable to consent to treatment themselves, because of impaired decision making ability, a Health Attorney can be formally appointed by a medical officer to give consent on the consumer’s behalf in situations where:

• The consumer hasn’t already legally appointed someone to have enduring power of attorney with regard to medical treatment, and • When a legal guardian has not been appointed for consent to medical treatment • Listed in order of priority, a Health Attorney can be a: –– Domestic Partner (i.e. spouse) –– Carer, not including carers employed to care for the consumer –– Close relative or friend. • A Health Attorney acts in the best interests of the consumer and represents the consumer’s views to give consent. The appointment needs to be recorded using the Health Attorney for Consent to Medical Treatment form. • Consent provided by the Health Attorney is valid for six months only and then needs to be reviewed.

Feedback and how to give it Health service staff are committed to continuous quality improvement and appreciate that comments, complaints and compliments from patients provide an excellent opportunity to understand their services from the patient’s perspective. You may want to comment on a positive experience or report an issue so that it can be followed up and acted upon to prevent similar situations occurring with other patients. The ACT Health consumer feedback program is called Listening & Learning. By listening to and learning from consumer feedback, it is possible for ACT Health staff to truly appreciate what consumers believe is quality and safe health care. In the first instance please discuss any issues you have with the staff wherever this is possible. Or you can provide a comment, compliment or complaint: • Directly through any staff member; • Through the Consumer Engagement Feedback Team on (02) 6207 7627 or; • Complete a Consumer and Carer Feedback form available in each area or; • Email [email protected] If you are not satisfied with the way your comment or complaint has been resolved by the hospital you can make a complaint to the: • Health Services Commissioner on (02) 6205 2222 or [email protected] • Public Advocate of the ACT on (02) 6207 0707 or [email protected]

Carer rights/issues

Carer’s role A carer is a person who provides unpaid care to someone else (e.g. a relative or friend) who depends on the carer for care and assistance with disability, ageing, physical or mental illness or substance misuse. For instance, assistance with dressing, lifting, showering, preparing meals, shopping, and providing transport, emotional support, security and love. Grandparents, kinship carers or foster carers who provide a caring role to children and young people are also included. Please let staff know the name of your carer. It will be recorded on your medical notes so that staff know who they are permitted to talk to about your health and treatment.

10 Call 131 450 IT’S OK TO ASK for a free Interpreter Carers’ Charter and what it means for consumers and the health service The ACT Carers’ Charter recognises the vital role that carers have in the lives of people they care for and the contribution that carers make in strengthening our community, and: • Provides a policy framework to guide the way government and community services meet the needs of carers in the ACT; and • Has an educational function, raising community awareness of carers in order to reduce any systemic barriers faced. The principles of the Charter are: 1. Carers are engaged in matters that affect them as carers. 2. Carers are valued and treated with respect and dignity. For further information about the Carer’s Charter visit www.dhcs.act.gov.au For carer support contact Carers ACT 1800 242 636

Staying Safe

What everyone needs to know The following 10 Tips can assist you to become more active in your health care. Be actively involved in your own health care. 1. Speak up if you have any questions or concerns. 2. Learn more about your condition or treatments by asking your doctor or nurse and by using other sources of information. 3. Keep a list of all the medicines you are taking 4. Make sure you understand the medicines you are taking. 5. Make sure you get the results of any test or procedure. 6. Talk to your doctor or other health professional about your options. 7. Make sure you understand what will happen if you need surgery or a procedure. 8. Make sure you, your doctor and your surgeon all agree on exactly what will be done during the operation or procedure. 9. Before you leave hospital, ask your doctor or other health professionals to explain the treatment plan you will use at home. Your safety is our priority. This section explains how you can help us to provide you with the safest and highest quality healthcare.

Call and Respond Early (CARE) Program for Patient Safety The CARE for Patient Safety Program is a way to call for immediate help when you are concerned about a patient’s medical condition while they are in hospital. Step 1: If you, your family or carer are concerned the patient’s medical condition is getting worse discuss your concerns with your nurse, midwife or doctor. Step 2: If you are still concerned then ask to speak to the nurse/midwife in charge of the shift. Step 3: If you are still concerned telephone 02 6244 3337. Speak to staff if you need to access a phone. The CARE for Patient Safety nurse will review and assist you.

Patient Identification • Are you wearing a patient identification band? Normally this is worn on your wrist. Does it record your full and correct name and date of birth? If you do not have one or the information is wrong, please advise any member of the nursing staff. • It is very important to make sure we provide you with the correct medicine, treatment or procedure. We will ask you to say who you are, a number of times during your hospital stay, which will then be checked against the information on the ID band you are wearing. Call 11 131 450 for a free IT’S OK TO ASK Interpreter Clinical Handover (Team discussion about your care) Ask staff what time beside clinical handover occurs so that your and/or your carer/family can participate if you wish. Medication Safety It is important that you understand why you are taking your medications. Please ask us, if you have questions or concerns about any of your medications: • Are you allergic to anything – not just medication but also food or insects? If you have allergies you will be given a red identification band instead of a white one. • Tell your doctor, nurse and pharmacist of all medications you are taking at home - including any herbal or ‘health’ pills, drinks or supplements. • A pharmacist will visit you early in your admission to reconcile the medications you take at home and compare them to the ones you have been prescribed in hospital. • Do not take your own medication while you’re in hospital, the nurses will give you all your needed medications, as some may have changed. • Often medications have several different brand names, therefore the hospital recommends that staff use the generic name. Generally the pharmacy department will stock and supply only one brand. Because of this, the tablets that you take on a regular basis at home may look different to those that we give to you. If you have any concerns about the medications that we administer to you please ask the staff to identify the medication prior to you taking it. • If you wish Pharmacy staff can dispose of any of your medications you no longer require, for example, those which have been stopped by your doctor. • Make sure other medications you brought in with you are returned to you before you go home. • If you have provided us with the details of your GP we will inform them of your medications and any changes that have been made. If you would like a list of medications you are going home on and any changes in your medication regime please ask your pharmacist. Preventing infections We take cleanliness and infection prevention and control seriously. Please help us prevent hospital infections by: • Always wash your hands with soap and water after using the toilet. • Feel free to ask staff “have you washed your hands?” when they are attending to you. • If your room or bathroom is not clean please tell staff, as keeping hospitals clean is a team effort. • Have you ever been identified as having a multiresistant infection? Please let medical or nursing staff know, as special precautions may need to be used. • Ask your visitors to wash their hands or use the hand rub provided prior to, during their visit and on leaving the hospital. • Use the hand rub yourself if you are moving around the ward areas. • If your visitors are unwell with gastro or cold and flu symptoms, they should stay at home to prevent spreading any infection • If any food is brought in from home please check with staff about food safety. Preventing Falls Falls can happen in a hospital. People are more likely to fall if they are unwell, in an unfamiliar place, on medications such as sleeping tablets, not active or have poor balance, have low blood pressure, poor eyesight, or wear unsafe footwear or clothing You can help reduce your risk of falling by: • Asking for help as needed • Using your walking aids • Using your hearing aids (if you have them) • Wearing proper fitting shoes – DO NOT walk in socks or compression stockings • Being careful when wearing bi/multi focal glasses • Making sure your belongings are in easy reach • Taking your time when getting up from the chair or bed • Drinking plenty of fluids unless otherwise informed by staff

12 Call 131 450 IT’S OK TO ASK for a free Interpreter • Leave yourself plenty of time to get to the toilet and ask for assistance, staff will attend as quickly as possible; • Using your call bell if you require assistance • Discuss your medication changes with staff • Staff will do all they can to reduce your risk of falling by: –– Helping you stay active and use the right mobility aid –– Assessing your risk of falls regularly if your condition or environment changes –– Keeping your bed area clear of clutter –– Taking you to the toilet regularly if you cannot do this without assistance –– Developing a care plan with you and your carers/family according to your specific needs –– Arrange any referrals to other health professionals. • Carers - If your patient has any level of memory loss or confusion please let us know whether it is the usual or only since the patient has become unwell. Please let us know of the best ways you usually care for the patient or any important information you wish to hand over. If you have concerns about their safety please talk to staff. Preventing Pressure Injury (Bed Sores) Pressure injury – is an area of skin that is red, broken or blistered as a result of pressure. Friction and moisture can also cause pressure injuries to develop. Pressure injuries can be extremely painful and difficult to heal. Your risk of developing a pressure area increases as you age, if you are confined to a bed or chair, have a poor diet, chronic illness, smoke, or have poor control of bladder and bowels. While some pressure injuries may develop even with good care, there are many ways to reduce your risk. You can help reduce the risk by: • Changing your position frequently – ask for help if needed • Staying active • Reporting any pain, redness, tingling or numbness • Sitting up straight when sitting in the chair • Keeping your skin clean and dry • Using moisturiser to prevent dry skin, always rub gently so skin is not damaged • Reporting any discomfort from medical equipment attached to you • Having a good diet and drink plenty of fluids unless otherwise instructed • Staff will: –– Assist you if you need to change your position –– Arrange any special dressings and equipment you might need to reduce pressure –– Inspect your skin daily and whenever your condition changes while in hospital –– Manage any pressure injuries that may develop. Preventing Blood Clots Blood clots can occur for many reasons such as immobility, major trauma or surgery, orthopaedic surgery, acute and chronic conditions, ischaemic stroke, increasing age, obesity, smoking and active cancer. There are a number of ways to prevent blood clots You can help reduce your risks by: • Following any instructions given by your doctor prior to any procedure such as to stop smoking or a change to your medications • Keep moving as much as you can or as directed by staff caring for you • Having a good diet and drink plenty of fluids unless otherwise informed by staff • Wearing compression stockings if prescribed.

Call 13 131 450 for a free IT’S OK TO ASK Interpreter Patient Lifting Equipment Your ability to move in bed and to get in and out of bed may be reduced while in hospital. Your treatment team will provide you with clear directions on how much movement you will be required to do and how often. If you are unable to move yourself, you may be lifted or transferred by a mechanical patient lifter, or turned using special patient sliding sheets. These are safe procedures and they are aimed at decreasing the risk of injury to you and our staff members.

Fire and Emergency In the event of a fire or emergency, please follow the directions and instructions of staff. We need your cooperation and help. Fire wardens will be guiding staff – they are easily identified by a yellow or red hat.

Safe sleeping for babies: Canberra Hospital supports safe sleeping of babies: 1. Sleep baby on the back from birth, not on the tummy or side 2. Sleep baby with head and face uncovered 3. Keep baby smoke free before birth and after 4. Provide a safe sleeping environment night and day 5. Sleep baby in their own safe sleeping place in the same room as an adult caregiver for the first six to twelve months 6. Breastfeed baby.

The Hospital Team- Who’s who? Here is a list of some of the hospital team members you may meet. If a staff member is with you and you don’t know who they are or what their role is, please ask them to explain. All staff are required to wear ACT Health identification.

Medical staff: General Practitioners (GPs) - We recognise the integral role GPs play in the healthcare of patients both prior to and following admission to hospital and are considered a member of your treating team. When you come to hospital you will be asked to consent for the sharing of medical information with your nominated GP. This means your GP can phone or visit you, with your consent, in person while you are in hospital. Your GP is permitted to read your notes and to provide information that may be useful to the hospital team. They cannot however change your treatment plan while in hospital or charge you a fee for the visit. If you change your mind while you are here about the sharing of information with the GP please let the staff know. If you don’t have a GP, the GP liaison unit at the hospital are happy to visit you and provide you with some options for after you go home and can help contact a GP practice on your behalf. Specialists/Consultants/Visiting Medical Officers (VMO) - They are the specialists doctors responsible for your care. They lead the team of other doctors. Registrars - These are doctors in training to become a specialist. Resident medical officers (RMO) - They are qualified doctors who are gaining more experience. Interns - These are junior doctors in their first year out of medical school.

Nursing and Midwifery Staff Clinical Nurse/Midwife Consultant (CNC/CMC) - is the nurse or midwife in charge of the ward or unit. The name of the CNC/CMC will be displayed near the staff station. Registered Nurse - (RN) is a nurse who is qualified to degree level in the practice of nursing and registered with the Nurses and Midwives Board of Australia as a REGISTERED nurse. An RN can make decisions about your care and works together with doctors, nurses and other health professionals to achieve the best possible health outcomes for you. There is always a nurse or midwife in charge of the unit on duty. 14 Call 131 450 IT’S OK TO ASK for a free Interpreter Enrolled Nurse - (EN) – is a nurse who is qualified to diploma level who works under the supervision of a registered nurse and is registered with the Nurses and Midwives Board of Australia as an ENROLLED nurse. Assistant in Nursing (AIN) – is an unregistered health worker who assists nurses in their work by providing patients with simple, straightforward assistance with activities of daily living. Midwife – works in partnership with women to give the necessary support, care and advice during pregnancy, labour and the post partum period, to conduct births and to provide care for mothers and babies. There is always a nurse or midwife in charge of the unit on duty. Discharge planners - registered nurses who will assist in organising ongoing nursing care if needed when you go home from hospital.

Allied Health Staff Physiotherapists - treat patients with a wide variety of medical and post operative conditions. They provide assessment, treatment and education to patients, their families and carers. Social Workers - offers counselling around crises or reactions to illness or treatment. They may also help coordinate community services to help patients upon discharge. Social workers are available to assist if patients are experiencing anxiety, grief, relationship problems, or need help with practical issues such as accommodation and income issues. Psychologists - patients may see a Psychologist for different reasons while in hospital. Some Psychologists are able to assist with issues such as anxiety disorders (panic attacks, trauma, fear of falling), depression and depressive illness, difficulties with anger management, sleep problems and chronic pain. Other types of Psychologists are able to assist patients and families by understanding the patients current thinking skills (e.g. memory or concentration), including any changes in these, and discussing strategies to use strengths and learn ways to reduce the impact that changes have on everyday tasks. Occupational Therapists - aim to get you back to what you were doing when you came to hospital. We do this by providing therapy and teaching you practical ways of adjusting to your condition and enabling you to complete your everyday needs. We also prescribe equipment and home modifications aimed at making things easier and safer for you at home. Pharmacists - every patient admitted will be seen by a pharmacist at least once in their admission. They check medications you take at home with the medications you are prescribed during your admission. Pharmacists also review each of your medications, provide information for all your medicines and tell you of changes to the medication and organise medicines for discharge when you go home. Speech Pathologists - aims to assist people to swallow food and fluid safely and manage difficulties with speech, language and voice. Dietitians - assess and advise some patients of their food needs. They will discuss with you any food changes you may require during your stay in hospital and arrange follow up after your discharge if required. There are several other groups of allied health staff that some patients may see, we have provided you with information on the more common ones that will play a part in your treatment. If you feel you need to see an allied health professional please discuss this with nursing or medical staff. Students - Canberra Hospital is a teaching and research hospital so you are likely to encounter various students, such as nursing, medical and allied health students, during your stay. Students will have an active supervisor. Chronic Disease Management Staff- This team may contact you during or after your discharge if you have some particular chronic diseases. They can assist you with managing your chronic disease.

Call 15 131 450 for a free IT’S OK TO ASK Interpreter Non-Clinical Staff Ward clerks – they assist the wards with admissions and administrative matters. They may ask you or your family to clarify or provide extra information required by the hospital and can help with general information for you and your family members. Wards person - assists in moving patients either in the ward areas or when you are being taken for tests or procedures to another location. Ward Assistants - will come in each day to clean your tables and empty your rubbish bins and well as assisting the nurses with other duties. Food Services Staff and menu monitors - will deliver your meals and take away your trays. If you need help with your meal, please let your nurse know. Menu monitors assist in the daily management, ordering, checking of meal compliance with correct meals and timing. They can assist with other meal issues. Cleaning Staff - will clean your room and bathroom. You can expect to see them at least once a day.

Pastoral Care Pastoral Care - is available to ensure that you have support for your personal and spiritual wellbeing during your stay as a patient. Our chaplains and pastoral carers come from a variety of faith groups and religious backgrounds and will come around to introduce themselves and have a friendly chat. They do not push “religion” but are trained to provide a listening ear and emotional or spiritual support to patients, family, and staff throughout the Canberra Hospital. If you prefer not to have visits just let them know. Pastoral care from a particular faith or religious group can also be requested through a nurse or by phone contact through the switch of the hospital. Bedside communion, other special rituals, sacred reading material, or special prayers are available to anyone. A quiet room (chapel) specifically designed for private prayer and worship, can be used by anyone from any background or religion as a sacred space. It is located in Building 3, Level 2 and open 24 hours a day. Specific denominational religious services, non-sectarian meditation sessions and ecumenical services are held there regularly and you can check the schedule by ringing Pastoral Care at 6244 3849.

Aboriginal and Torres Strait Islander Liaison Service The Aboriginal and Torres Strait Islander Liaison Officers ensure that Aboriginal and Torres Strait Islander community from the ACT and Regional NSW are able to access mainstream health care services. The Aboriginal and Torres Strait Islander Liaison Officers can provide: • Emotional, social and cultural support to patients and their families • Liaison with external services for patients and their families • Liaison and advocacy between Aboriginal and Torres Strait Islander patients and their families and medical team and other staff at Canberra Hospital • Information about hospital services and the linkage between the Hospital and other Indigenous Community resources.

16 Call 131 450 IT’S OK TO ASK for a free Interpreter If you need to see an Aboriginal and Torres Strait Islander Liaison Officer, please speak with staff or contact the service directly on (02) 6244 2316. The Wamburrang Room is an Aboriginal and Torres Strait Islander family resource room and is available for Aboriginal and Torres Strait Islander patients and their families as a ‘respite` and meeting area. This room can be used for large family meetings with Hospital staff or as a “drop in area” where you can make a cuppa and run into other members of the community. This room is located behind the Cardiology reception desk on Level 3, Building 1.

Volunteers ACT Health has over 400 volunteers across many different programs. During your stay in hospital you may meet these wonderful helpers. All volunteers are required to wear identification and certain programs may have specific identification via a brightly coloured vest or polo shirt. If you are interested in volunteering for ACT Health, please contact the Volunteer Office: (02) 617 45272 Monday to Friday 8:00am to 4:00pm or email: [email protected]

Veterans’ Liaison Services Dedicated Veterans’ Liaison Officers are available to assist Veterans, ex-servicemen and women, war widows/ widowers and their families. They are part of your health team that are involved with your care and discharge planning while a patient at our hospital. We can assist with DVA Community Referrals, transport and a follow-up post discharge. If you need to talk to the Veterans’ Liaison Officer please speak with the staff or call (02) 62443696. Our Office hours are Monday to Friday (except Public Holidays) - 8:00a.m. to 4:00p.m.

Veterans’ Lounge The Veterans’ Lounge is located at the front door to the hospital’s main foyer and adjacent to the Emergency Department, for use by vererans and their families. The Veterans’ Lounge is available if you need a change from your hospital bed or to visit with family and friends. Tea and coffee making facilities are available. A wheelchair is available if needed to move about the hospital. If there are other health related providers you would like involved in your care please discuss this with the nurse in charge and your medical team.

Discharge Planning (When you leave) • Your nurse, doctor or allied health professional will discuss with you how long you should expect to be in hospital. If you don’t know, then please ask. • If you think you will need help when you go home, please raise this with your nurse or social worker who can assist you. • You will need to organise your own transport home. Please advise your nurse if you need help with these arrangements. An information sheet on transport options is available and can be provided on request. • We try to have everyone ready for discharge from hospital by 10:00am. Many patients are transferred to the Discharge Lounge to await transport home and any paperwork and medications will be finalised there. • Please make sure your next of kin or carer is aware of your expected discharge date and time. • If your carers have any questions or concerns regarding your discharge and ongoing care, please ask them to speak with the nurse looking after you.

Call 17 131 450 for a free IT’S OK TO ASK Interpreter • Discharge Checklist (See also “Smart Discharge” form on p.25) □ Transport home arranged □ There will be someone to assist me at home (if needed) □ There is food available at home □ Medical certificate requested (for yourself and/or carer) and received (general and/or Centrelink) □ Discharge medications received □ Valuables and Medications left with staff on admission have been returned □ Copy of discharge report received □ Copy received of any Allied Health discharge reports or details about services arranged □ Any written instructions if needed □ Private x-rays received □ CD copy of your images (Xrays, scans etc) taken during your admission, particularly if regular follow up □ Details of follow up appointments received for nursing, medical or allied health follow-up □ Discharge papers signed □ Provided all information, such as Medicare numbers that have been asked for □ I understand what care I need when I go home □ I understand who I need to contact if I have any problems at home • Discharge planning is the link between treatment received in hospital and care provided in the community. Discharge planning should begin before you come to hospital for a planned admission, or soon after an unplanned or emergency admission to hospital. • If your admission was unplanned, we suggest you also talk to your doctor and treating team about what to expect upon discharge. Ask family and friends if they are able to help. Think about your discharge plans early in your admission: how you plan to get home on discharge and what type of help you might need. Your views and concerns are very important and your discharge plan needs to address all issues you raise. Make sure you tell the staff of any problems. • If you think you might need any extra services, ask to see a social worker. The social worker may be able to refer you for temporary or long term supports at home. If you think you might require further rehabilitation, respite care or other care before going home, please talk to staff early in your care so these options can be explored with you and possible service providers. • Your GP will be advised of the treatment provided in hospital and ongoing care plans. You will routinely be given 3 days supply of prescribed medications. As you will need to see your GP as soon as possible after discharge to ensure the continuing supply of your medications it is suggested that as soon as you know you are due for discharge you contact your GP to arrange an appointment. If you can’t see your GP with 3 days after leaving the hospital, tell hospital staff. They will give you enough extra medicine for up to 7 days.

Discharge Lounge We aim to have you ready for discharge from the ward by 10:00 a.m, however sometimes there are delays before you can leave the hospital. The discharge lounge is provided for patients who are ready for discharge but waiting for transport, test results, medications or any other discharge documents. It is a comfortable area to wait with access to toilets and has Registered Nurses present. The discharge lounge is located on Level 2 (main level) near the pharmacy department.

18 Call 131 450 IT’S OK TO ASK for a free Interpreter After you go home After you have been discharged from hospital, it will still be important to make sure you are able to stay well. If your condition has changed, you may also need to access ongoing treatment or support.

Outpatient Medical Appointments To access the Outpatient Clinics you may need to have a referral from a GP or a consultant that may have seen you in the Emergency Department or hospital ward. An appointment is either arranged for you before you leave the ward or you will be contacted by a booking administration clerk who will arrange an appointment to suit you. If your appointment is more than 2 weeks away you will receive a reminder notice in the mail. Please make sure you are aware of follow up plans which are included in your discharge report. When you present to an Outpatient appointment please be sure to have your Medicare card to give to the receptionist upon arrival. If you require any further Outpatient appointments, the consultant or registrar will inform you on the day of your outpatient appointment and a follow up appointment can be scheduled as you leave the department.

Talking to your GP After you go home, you will need to make a follow-up appointment with your GP to make sure your recovery is on track. Your GP should have already received a discharge summary from the hospital. This is a good time to talk to your GP about any new treatments you may need and whether they are likely to interfere with any ongoing treatments and prescriptions you were already taking before coming to hospital.

Prescriptions You can also talk to your pharmacist if you have any questions about medications and their side-effects. It is important to tell your pharmacist about every medication you are receiving.

If you’re worried or your condition changes If you’re worried that something has gone wrong or your condition is getting worse, there are a number of ways that you can seek help or advice. The best option is for you to contact your regular GP, as they will already have a good understanding of your condition and medical history. If you are unable to get an appointment soon enough, you may be able to speak to them on the phone. If you can’t get an appointment with your GP or you want to seek advice immediately, you can try these options:

Canberra Afterhours Locum Medical Service (CALMS) - 1300 422 567 CALMS is operated by Canberra General Practitioners and is located at the Canberra Hospital and Calvary Hospital. The opening hours are from 8:00pm to 11:00pm on weekdays, and 10:00am to 11:00pm on weekends and public holidays. There is also a CALMS clinic located in the Tuggeranong Community Health Centre. It is open only on weekends and public holidays from 2:30pm to 5:30pm. You will be expected to pay for the service on attendance. There is a reduced fee for pensioners and health care card holders. You can claim a medicare rebate for the service.

Healthdirect Australia – 1800 022 222 Healthdirect Australia is a nationwide free phone service (from landlines) that lets you talk to a Registered Nurse. If necessary, the nurse can then connect you with a doctor for further advice. Healthdirect can help you decide what you need to do next. An ambulance will be called if the service thinks you are in need of immediate assistance.

The Walk-In Centres – Tuggeranong and Belconnen The Walk-in Centre provides fast, free one-off advice and treatment for people with minor illness and injury. The Walk-In Centre also provides advice for common illnesses, treatment of cuts, sprains and abrasions, sickness certificates and information about other health care services available to you in the ACT. The service is from early morning to evening, every day of the year, including Christmas Day and New Year’s Day. http://health.act.gov.au/c/health?a=sp&did=11076574

Call 19 131 450 for a free IT’S OK TO ASK Interpreter No appointment is necessary. Children under 2 years and people with complex or serious conditions should see their GP.

Crisis Assessment and Treatment Team (CATT) - 02 6205 1065 or 1800 629 354 If you are experiencing a mental health crisis, the CATT will be able to help determine the best course of action. The CATT is a seven day 24 hour outreach service. Their role is to provide a highly accessible and responsive acute mental health assessment and treatment service in the most appropriate setting.

Emergency Department - 000 If your condition is serious and you need immediate care, the best option is to either call an ambulance (000) or have someone take you to The Canberra Hospital’s Emergency Department.

ACT Health Community Based Services ACT Health offers a wide range of community based services. Services are provided by community nurses, physiotherapists, podiatrists, occupational therapists, dietitians, social workers and allied health assistants. The majority of these services are provided free of charge. If your service is likely to incur a cost this would be discussed as part of your treatment plan. Staff will be able to help organise your referral to the relevant community based service before you leave the hospital. You can also phone Community Health Intake on 02 6207 9977 (8:00am – 6:00pm Monday to Friday) for further information and for appointment bookings. Some service eligibility criteria apply and the Community Health Intake will provide advice on these.

Key Contacts

Aboriginal and Torres Strait Islander Liaison Officer 6244 2316 Admissions Office 6244 2711 Auxiliary Shop 6244 2492 Call and Respond Early (CARE) Program for Patient Safety 6244 3337 Carers ACT 1800 242 636 GP Liaison Unit 6244 4183 Hospital Reception 6244 2614 Main Switchboard 6244 2222 Pastoral Care 6244 3849 Patient/Consumer Feedback and Engagement Team 6207 7627 Veterans’ Liaison Officer 6244 3696 Social Workers 6244 2316

How to get to Canberra Hospital Canberra Hospital is located in the Woden area of Canberra. The address is: Canberra Hospital Yamba Drive, Garran, ACT 2605 You can reach Canberra Hospital 24 hours a day, seven days a week on (02) 6244 2222 or email [email protected]

20 Call 131 450 IT’S OK TO ASK for a free Interpreter Hospital Facilities Transport There are variable timed parking places as well as all day parking – open 24 hours, 7 days a week. Please lock your Bus vehicles and secure your valuables. All areas of the car park Action buseshave routes to the hospital from various areas are covered by 24 hour electronic surveillance. If this car around Canberra. park is full there is also parking on Yamba Drive. The following services go to the hospital: Mobility Parking Routes: 3, 4, 5, 6, 23, 24, 76, 77, 267, 934 and 938. There Mobility parking bays are available at various locations for is also a bus leaving Woden Interchange travelling via the those with a mobility parking permit. Please refer to the hospital every 5–7 minutes. Canberra Hospital Campus Map on Page 28 for specific Go to www.action.act.gov.au or call 13 17 10 for more details. information. Motorcycle Parking Deane’s Buslines operate from Queanbeyan NSW, and have Motorcycle parking is on Levels 1 & 2 of the new multi a route to Woden – Route: 831. level car park and beneath Building 12. Please refer to the Go to www.deanesbuslines.com.au or call (02) 6299 3722 Canberra Hospital Campus Map on Page 28 for specific 8:00am -5:00pm Monday to Friday for more information. details. Transborder buses offer several including services to Bicycle Parking Canberra from Yass and the Snowy Mountains. Public bicycle parking is between buildings 1 and 10 and Go to www.transborder.com.au or call (02) 6299 3722 for between buildings 5 and 6. Please refer to the Canberra more information. Hospital Campus Map on the next page for specific details. Community transport Enquiries – ACT Health Parking Operations There are community transport options based on where Enquiries: 8:00am to 4:30pm Monday to Friday you live. Staff can assist in organising this. Phone: IPARK – 6174 7275 Email: [email protected] Taxi Accommodation/Overnight stays Three Cabpoints are located on campus: Cabpoint 11 - Capital Region Cancer Centre entrance Canberra Hospital Residences Cabpoint 12- Emergency Department entrance Accommodation is available to people from interstate who Cabpoint 13- Centenary Hospital for Women and are undergoing outpatient treatment at the Hospital, and Children’s Main entrance for relatives/carers of patients. People must be able to stay without medical support. Accommodation is subject A taxi rank is also located outside the Canberra Hospital to availability and eligibility. Residences provide hostel- Main Entrance on Hospital Road, and a free taxi phone is style accommodation with shared kitchen, living areas and available in the main foyer near to the reception desk. If you laundry facilities. order a taxi from the free taxi phone, the pick-up point is the emergency side of the main entrance, on Bateson Road. Residents have access to the staff cafeteria which is located in Building 2 above the Main Foyer. Getting to the hospital by car Contact Canberra Hospital Residential Accommodation The hospital is located about 15 minutes away from the City Services: (02) 6244 2358 between 08:00am and 5:00pm Centre, and 10 minutes from the Canberra Airport. daily or email: [email protected] Pick-up and set-down areas Canberra Hospital Foundation Canberra Hospital has set pick-up and set-down areas The Canberra Hospital Foundation located near the primary entrances to Canberra Hospital, coordinates fundraising activities for including Main Reception, Emergency Department, Womens ACT Health, including Canberra Hospital. & Children’s Hospital and Adult Mental Health Unit. The office is responsible for the receipt of donations and Parking proceeds from fundraising activities conducted by generous Canberra Hospital provides car parking supporters. for visitors, carers, patients and staff. The The office also conducts its own fundraising activities to main public parking area is the multi-storey raise funds for the ACT Health and Canberra Hospital. southern car park. To access the car park, The office is located in Building 23, Level 2, Canberra please enter via Bateson Road. Hospital. Ph: (02) 6244 3542.

Call 21 131 450 for a free IT’S OK TO ASK Interpreter Organ and tissue donation Medihotel Organ and tissue donation gives life, health and well The Medihotel is a free service provided by ACT Health and being to many people. is staffed 24/7 with clinical staff on site who can provide care to patients who require some medical support. The emotional and social benefits and economic savings achieved through transplantation are The maximum length of stay is 5 days and there are immeasurable. Our community thanks the wonderful eligibility criteria. individuals whose legacy was to donate, and the families The Medihotel consists of 8 bedrooms located on the who supported this decision. hospital campus. All the rooms are fitted with TV’s, ACT Organ and Tissue Donor Coordinators can offer support wardrobes, air conditioning and medical emergency alarms and accurate information. and have access to bathroom facilities, a communal kitchen, On-call coordinators can be contacted all hours, all days, lounge and courtyard. through the hospital switchboard on (02) 6244 2222. For further information please call 02 6174 7296 or email The ACT Organ and Tissue Coordinators are registered [email protected] critical care nurses. Ronald McDonald House Pot plants and flowers Our House is for families who live more than 50km away from Canberra Hospital and whose baby / child needs to To reduce infection, pot plants are not permitted in the undergo treatment at the hospital. We also accommodate hospital. Flowers are permitted in all areas except the women whose pregnancies are deemed as high risk, Intensive Care Unit. Other restrictions may sometimes and their families. This criteria also applies to outpatient apply. The Nursing Staff at Canberra Hospital will not be appointments. responsible for the care of patients’ flowers. For further information please contact (02) 6281 5894 Radio and television www.rmhc.org.au/canberra-act Patient televisions, including televised health service Duffy House information, education and radio channels (where available) are currently provided at no charge. Duffy House is a ‘home away from home’ for Cancer Outpatients who live more than 100km from Canberra Report any issues with your television set or handset to the Hospital through the NSW IPTAAS Scheme. ward staff. The House is just under 10 km from Canberra Hospital Telephones and provides a quiet area for Outpatients to rest between treatments. Public telephones are located throughout the Hospital. Limited patient telephones are available in selected The House includes six bedrooms, all with individual rooms, using the Telstra Phone Away system. $10 cards are ensuites, sitting rooms and will accommodate up to 12 available from the Hospital Auxiliary Shop. adults – six patients and six carers. This system allows you to make local, STD or international The residents share a lovely living area, laundry, BBQ area calls immediately. Please check with staff regarding the use and fully equipped kitchen. of mobile ‘phones Enquiries: Cafe Hoz has a charging station for mobile phones. Contact Residential Accommodation Services on 624 43258 Visiting Hours 8:00am to 5:00pm daily or email: [email protected] The visiting hours are from 6:00am to 9:00pm. Family member/caregiver of a child are encouraged to stay as Food - Patients and visitors are partners/family members of birthing mothers. Visiting Food Services provide a comprehensive menu for patients hours in the Adult Mental Health Unit are based on their of Canberra Hospital addressing nutritional requirements therapeutic program and differ from these. The Building 7 and food safety regulations. Please advise staff when you Withdrawal Unit have no visiting times. arrive if you wish to bring your own food into the hospital WiFi Available or if you have special dietary needs. Free Wifi (wireless internet) is available in many locations in See Cafe section for options to purchase food. the hospital. A short distance away are local shopping precincts; Garran Shops, Hughes Shops and Westfield Woden all located within walking distance or a short drive. Please refer to the Canberra Map for their locations.

22 Call 131 450 IT’S OK TO ASK for a free Interpreter Canberra Hospital Auxilliary Shops and visitors to the required department or service. They wear blue vest to identify them. The Hospital Auxiliary Shop is open 7 days a week except for Good Friday, Christmas Day Boxing Day and New Year’s Flower service Day. The Kiosk is a cash only operation and does not offer In some ward areas Volunteers help with placing patients’ EFTPOS or credit card facilities. flowers into vases. Hours of Operation: Monday to Friday 8:30am – 8:00pm Banks Saturday 9:30am – 4:30pm There is a St George ATM, and a RediTeller inside the Sunday 10:00am – 4:00 pm hospital, opposite Cafe Hoz in the Main Reception area of Public Holidays 10:00am – 2:00pm Building 2. Cafes Hole-in-the Wall Cafe Open 7:00am –7:00pm daily Located on level 2 above the main foyer near the staff cafeteria Hoz Express Open Monday-Friday: 7:00am–4:00pm.

Cafe Hoz Kiosk Trolley Open 8:00am–8:00pm, 365 days a year. Both these cafes are located near the main reception area. The kiosk trolley visits wards daily subject to volunteer availability. You can buy a range of items such as toiletries, To contact the Cafe Hoz, please call (02) 6244 3869. confectionery, magazines, and stamps. This is a cash Zouki Cafe only service. Located in the Centenary Hospital for Women and Children ATM on Level 2 above the main entrance. Open from 6:30am to There is a St George ATM, and a RediTeller inside the 8:00pm hospital, opposite Cafe Hoz in the Main Reception area of Building 2. Florist Newspaper trolley Pink Hibiscus The newspaper trolley operates on the wards Monday to Monday to Friday:9:00am–5:30pm Friday after 9:45am. If you require a special newspaper Saturday: 10:00am–4:00pm delivery please contact the kiosk on 6244 2492 Sunday: Closed Located in the main reception area. Library Trolley To contact Pink Hibiscus, please call (02) 6282 1456. The library trolley visits wards, subject to volunteer Hairdresser availability, usually Monday, Wednesday and Friday between 9:30am and 11:30am Inspired By Hair Patient Library Service Tuesday to Friday: 9:00am–5:00pm Saturday: 9:00am–1:00pm The Auxiliary Library is open to patients and staff on Tuesdays and Fridays between 9:00am–11:30am The library Late night Tuesday and Thursday by appointment only. is located in Building 3, Level 2 (opposite the Chaplain Located in the main reception area. To contact Inspired By Office). For further information on the patient library Hair, please call (02) 6281 1616. service please call (02) 6244 2216. Hospital Guide Service The Hospital Guide service operates from the Reception Desk in the Main Hospital foyer. The Guides provide directions to outpatients and visitors who may be unfamiliar with the layout of the Hospital and may escort outpatients

Call 23 131 450 for a free IT’S OK TO ASK Interpreter My Notes

24 Call 131 450 IT’S OK TO ASK for a free Interpreter This Discharge Journal belongs to: Be Smart Leave S.M.A.R.T.

SIGNS - I should look for and who I should call when I leave: ______

Medication notes: ______

Appointments I will go to: ______

Results for follow up: ______

Talk to me more about at least 3 things: ______Call 25 131 450 for a free IT’S OK TO ASK Interpreter INDEX TO GUIDE Page No.

Aboriginal and Torres Strait Islander Liaison Service 16 Accommodation 22 Advanced Care Planning 9 Allied Health staff 15 Assistant in Nursing 15 ATM 23 Bank 23 Newspaper trolley 23 Bicycles 21 Buses 21 Cafes 23 CARE Program 11 Carers 10 Chaplain 16 Chapel 16 Charter of Healthcare rights 6 Chronic Disease Management 15 Cleaning Staff 16 Clinical Midwife Consultant 15 Clinical Nurse Consultant 14 Coming into Hospital 4-6 Community Based Services 20 Complaints 10 Compliments 10 Consent 7 - 9 Consultants 14 Crisis Assessment and Treatment Team (CATT) 20 Dietitian 16 Disabled Parking 21 Discharge Checklist 18 Discharge Journal 25 Discharge Lounge 18 Discharge planning 16-18 Duffy House 22 Emergency Department 20 Enrolled Nurse 15 Feedback 10 Fire and Emergency 14 Florist 23 Flowers 23 Food 22 General Practitioner (GP)/GP Liaison Unit 5, 6, 8, 14, 18, 19 Hairdresser 23 Health Attorneys 9

26 Call 131 450 IT’S OK TO ASK for a free Interpreter Health Records 8 Healthdirect Australia 19 Hospital Guides 23 Hospital Team 15 - 17 Informed Consent 7 - 9 Interns 14 Key Contacts 20 Kiosk 23 Kiosk Trolley 23 Library Service 23 Library Trolley 23 Medical Staff 15 Medication Safety 12 Menu Monitors 16 Midwife 15 Motorcycles 21 Nursing and Midwifery staff 15 Occupational Therapist 16 Organ and Tissue Donation 9 Outpatient Appointments 19 Overnight Stays 22 Parking 21 Pastoral Care 16 Patient Enquiries 8 Patient Identification 11 Patient Lifting Equipment 14 Patients’ rights 6 Physiotherapists 15 Pot Plants 22 Prescriptions 19 Preventing Blood Clots 13 Preventing Falls 12 Preventing Infections 12 Preventing Pressure Injuries 8 Privacy 9 Psychologists 15 Radio 22 Registered Nurse 14 Registrars 14 Resident Medical Officer 14 Respecting Patient Choices 9 Ronald McDonald House 22 Social Worker 15 Speech Pathologist 15 Statement of Choices 9 Staying Safe 11-14 Call 27 131 450 for a free IT’S OK TO ASK Interpreter Students 16 Taxi 21 Telephones 22 Television 22 Transport 21 Veterans’ Liaison Officer 17 Veterans’ Lounge 17 Visiting Hours 22 VMOs 15 Wamburrang room 17 Ward Assistants 16 Ward Clerks 16 Wardperson 16 WiFi 22

28 Call 131 450 IT’S OK TO ASK for a free Interpreter Call 29 131 450 for a free IT’S OK TO ASK Interpreter 30 Call 131 450 IT’S OK TO ASK for a free Interpreter Call 31 131 450 for a free IT’S OK TO ASK Interpreter 32 Call 131 450 IT’S OK TO ASK for a free Interpreter