Patient information
Mackay Base Hospital Mackay Hospital and Health Service 2019-2020
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We are committed to improving health outcomes for Aboriginal and Torres Strait Islander people. We commit to providing services which are culturally respectful and responsive to the needs of our Aboriginal and Torres Strait Islander communities through our organisation’s core values of Collaboration, Trust, Respect and Teamwork.
We promise to: Our commitment will be demonstrated by: • Value family and community Actively involving Aboriginal and Torres Strait Islander people in decisions relating to the provision of health • Work together towards achieving the best services and their own health care. possible outcomes. Building a workforce that is respectful of Aboriginal • Empower individuals to take control of their and Torres Strait Islander cultural beliefs and values. healthcare Increasing our Aboriginal and Torres Strait Islander • Promote positive relationships between workforce across our whole health service. patients and health professionals Supporting all of the Closing the Gap initiatives. • Provide a culturally appropriate and sensitive service delivery Providing services that are framed by the principles of reconciliation as outlined in the Aboriginal and Torres • Incorporate a culturally respectful and Strait Islander Cultural Capability Framework. welcoming environment Valuing Aboriginal and Torres Strait Islander • Work together to improve patient care leadership within our organisation.
• Involve Aboriginal and Torres Strait Islander Working collaboratively with our Traditional consumers and community in the decision- Custodians, their representatives and the wider making process. Aboriginal and Torres Strait Islander community.
Mackay Hospital and Health Service acknowledges the Traditional Custodians of the land and waters of all areas within the Hospital and Health Service geographical boundaries. We pay respect to the Aboriginal and Torres Strait Islander Elders past, present and those yet to come on whose land we provide health services as we make tracks towards Closing the Gap.
Artwork produced for Queensland Health by Gilimbaa Contents Acknowledgement of Traditional Smoking 28 Custodians 4 Public Transport 28 Interpreter Service 4 Parking 28 Welcome from the Chief Executive 5 Telephones 28 Welcome to the Mackay Base Hospital 6 ATM 28 Contact Us 6 General Information 29 Hospital Maps 7 Accreditation and Quality Management 29 About Us 8 Nurses Call System 29 Our Values 8 Children in Hospital 29 Sarina Hospital 10 Leaving the Ward Area 29 Visiting Hours 10 Transfer to Other Facilities 30 Visitors 10 Patient Travel Subsidy Scheme (PTSS) 30 Staff 11 Accommodation for Relatives 30 Your Stay at the Mackay Base Hospital 11 The Integrated Electronic Medical Record Pre-admission Clinic 11 (IEMR) at Mackay Base Hospital 30 Admission 11 Medical Information 31 How to Prepare for your Operation 11 Patient Accounts 32 Bed Allocations and Single Rooms 12 Medical Team/Teaching of Health Personal Effects 12 Professionals 32 Day Surgery Unit 12 MIRI 33 Arriving on the Ward 14 The Hospital Fire Safety/ Emergency Procedures 33 Discharge Planning 14 Support Services 33 Your Care and Safety 14 Independent Patient Rights Adviser (IPRA) 33 Handover 14 Aboriginal and Torres Strait Islander Patient Identification 14 Liaison Officers 34 Infection Prevention 14 Palliative Care Information Services 34 Multi-resistant Organism Screening 16 Social Work 34 Medication Safety 17 Dietitian 34 Changes in your Health 17 Occupational Therapy 34 Helping You to NOT Fall Over 17 Speech Pathology 36 Preventing Pressure Injuries 19 Physiotherapy 36 Your Rights and Responsibilities 20 Pharmacy 36 Consumer Feedback, Complaints and Oral Health 36 Compliments 23 Telehealth 37 Ryan’s Rule 23 Other Services 37 During Your Stay 23 Community Health Services 38 Mackay Hospital Foundation 23 Aboriginal and Torres Strait Islander Meal Times 24 Health Worker Network 38 Home Base Café 24 Aged Care and Home Care Services 38 Vending Machines 24 BreastScreen Queensland 39 Chaplains and Pastoral Care Workers 26 Child, Youth and Family Health 39 The Sanctuary (multi-faith space) 26 Community Mental Health and Alcohol Television/Electronic Equipment 26 and Other Drugs (AODS) 40 Laundry 26 Sexual Health and Sexual Assault Mail 26 Services 40 Zero Tolerance to Violence 26 Sexual Assault Services 41 Disclaimer 41 No Alcohol Policy 28 3 Acknowledgement of Traditional Custodians The Mackay Hospital and Health Service (Mackay HHS) respectfully acknowledges the Traditional Custodians of the lands and seas on which we work and live. We pay our respects to elders, past, present and future. Mackay HHS is committed to honouring Indigenous Peoples’ unique cultural and spiritual relationships to the land, water and seas and their rich contribution to society. The Mackay HHS ‘Statement of Reconciliation’ is our commitment to reducing inequalities between Aboriginal and Torres Strait Islanders and other Australians in health outcomes in line with the Australian Government’s Closing the Gap initiative. Interpreter Service Effective communication between patients and staff is important. Interpreter services are available and will be organised by the nurse caring for you. All information is confidential. Please speak with a member of staff for further information about our interpreter services. We also have Auslan Connections which provides specialist interpreting services to the deaf and hard of hearing community.
4 Welcome from the Chief Executive Dear patients, families and friends. Welcome to the Mackay Hospital and Health Service (Mackay HHS). While you’re in our care it is our aim to make your stay as comfortable as possible. Our vision is to deliver Queensland’s best rural and regional health care. We are committed to doing this by providing the highest quality patient care in a friendly, compassionate setting. Patient safety is a priority for our organisation and our wonderful staff do an excellent job in delivering high-quality care across all services and facilities. We are here for you, to support you and your family, to help you get well and get healthy. When caring for you, each one of our staff members will introduce themselves and make you feel welcome. Everything we do is to provide you with the best quality, safest, evidence-based, most efficient health care we can. We consider it a privilege to care for you and your family. If you have any questions or concerns about your care, I encourage you to discuss them with your treating nurse, doctor or other health professional. They may be able to resolve your issues immediately. Alternatively, you can contact our Consumer Liaison Office on (07) 4885 7690. Finally, Mackay HHS is committed to preventing hospital infections. To help us prevent the spread of germs and infections, we ask all our visitors and staff to please use the hand hygiene foam before entering and leaving the hospital wards and after patient contact. On behalf of the whole team, I wish you a fast recovery. Please let a member of our staff know if there is anything we can do to make your stay as comfortable as possible.
Jo Whitehead Chief Executive, Mackay Hospital and Health Service
5 Welcome to the Mackay Base Hospital
Contact Us For all enquiries, please phone the hospital directly with the details of the ward or department that you wish to speak to and the switch staff will assist you. Mackay Base Hospital Sarina Hospital Bridge Road, Mackay QLD 4740 Hospital Street, Sarina QLD 4737 Telephone: (07) 4885 6000 Telephone: (07) 4943 8777 Facsimile: (07) 4885 6408 Facsimile: (07) 4943 8739 www.mackay.health.qld.gov.au Email: [email protected]
6 Hospital Maps
Child Advocacy K J Unit Education and Mental Health H B B Research Centre Biomedical (BTS) Equipment Services (P ELS) Women’s Child and Birth Centre Adole scent Health Unit Unit
Birth Suite Sta only F Rehabilitation G1 Loading Dock E1 G Unit Women, Children A A A and Adolescent Surgical Unit Special Care Clinics Theatres L H Level 0 Nursery Supply Support A Lifts
Public Lifts Travel Transit Admissions Lounge Cashier F1 Main Entrance Intensive Care Unit E E Sta The Sanctuary Day Surgery Cardiac Care Unit only Short Stay Unit Pharmacy Q M Pathology Blood Collection Specialist Public Lifts Outpatient
BRIDGE ROAD you are here Support A Clinics J EMERGENCY Medical Imaging Mental Health C D Level 1 Allied Health
Dental A Lifts
Ambulances only A1 Administration A1 Reception K O ces Oncology Day Unit Education and Research Centre N Red Cross Blood Bank Public Car A1 Park Renal Services Sta Parking
Public Parking Areas
BRIDGE ROAD
G2
E2 P3 P2 Clinical F2 Measurements Unit Medical Unit
P4 Public Lifts
Level 2
A Lifts
A2 O ces
Authorised access only P6
P2 Open to public
P3, P4, P6 Open to public or staff after 8:00am Monday to Friday
7 About Us The Mackay Hospital and Health Service (Mackay HHS) is a contemporary organisation with more than 2,000 employees, providing extensive health services in a range of regional, community and rural settings, to a population of around 120,000 people. The Mackay HHS is made up of eight hospitals and five community health facilities which are; The Mackay Base Hospital, Bowen Hospital, Clermont Hospital, Collinsville Hospital, Dysart Hospital, Glenden Primary Health Care Centre, Mackay Community Health, Middlemount Community Health, Moranbah Hospital, Proserpine Hospital, Sarina Hospital, Whitsunday Community Health and Carlyle Street Community Health Centre, Mackay. We are passionate about our community and the health of the people living in it. Our purpose is simple. We want to provide outstanding healthcare services to you through our people and partners. The Mackay Base Hospital is the referral hospital for our region, one of the most modern healthcare facilities in Queensland. A state-of-the-art facility, equipped with leading edge technology to assist us in providing the highest level of care to you. Our organisation has strong links to its communities through our Consumer Advisory Partners, Family Advisory Partners and the Community Reference Groups. These groups allow the Mackay HHS to actively involve patients, their families and carers, and the community in decision making processes which shape the service, treatment and care we provide.
Our Values
Our values are at the heart of ‘why we do, what we do’ and they define ‘the way we do things’. Our values are: Collaboration: through partnerships and cooperation we drive innovation; Trust: having confidence and belief in each other to be able to rely and depend on our actions; Respect: we show respect and compassion for the people we care for and work with and; Teamwork: we depend on and support one another individually and as a team.
8 LEADERSHIP Proudly servicing the local community for over 10 years
FOCUS Patients are the heart of everything we do
EXPERTISE Team of over 30 radiologists able to offer a wide range of sub specialty imaging services
CONVENIENCE Our practice is designed for easy access, free parking and short wait times
TEAMWORK Dedicated team of highly skilled professionals focused on providing excellent patient care
For Appointments Phone: 1300 197 297
X-Ray • Ultrasound • Obstetric Ultrasound • 4D Obstetric Ultrasound • Vascular Ultrasound Echocardiography • Mammography • CT • CT Coronary Angiography • SPECT-CT • Interventional Radiology • PRP Injections • MRI • Nuclear Medicine • Fluoroscopy • Bone Densitometry • Dental • Work Cover Imaging
6 Heaths Road, North Mackay 4740 | 07 4942 5222 www.mackayradiology.com.au
Part of the South Coast Radiology Group Sarina Hospital Some wards/units may only allow Sarina Hospital is located in the immediate family and have restricted Mackay HHS. This hospital is located visiting hours due to the nature of care in the regional township of Sarina being provided in that clinical area. At which is approximately 36 kilometres all times, care for our patients is our south of Mackay. primary focus. The Sarina Hospital has a total of 16 beds and provides acute Visitors and subacute services such as We welcome and encourage families, emergency (24-hour), palliative care, friends and carers of our patients to rehabilitation, respite, voluntary visit as they are an important part alcohol detoxification, pathology of the recovery process in hospital. specimen collection, social work and Visitors can help patients recover telehealth. faster, are an important source of There are also a number of visiting support and can also help reduce health services which include; child their anxiety and stress. However, it is health, mental health, alcohol and up to the person in hospital to decide other drugs, dental services and if they want visitors. Patients may audiology services. request no visitors at times, and this will be respected. Visiting Hours Visitors must also respect hospital The Mackay Base Hospital has policies and visiting hours. Many flexible visiting hours from 8.00am complex processes and procedures - 8.00pm seven-days a week. After happen in healthcare. There may be hours visiting times are 9.00pm - times when visitors may be asked 6.00am and only with approval by to leave an area for short periods of the respective units. The Women’s time as a result of care being provided Health Unit, Special Care Unit, and to the patient. If you are unsure the Child and Adolescent Unit after about the best time for visiting, we hours access is via the intercom encourage you to talk directly to staff located at the external door on Bridge on the ward. Road. All other units can be accessed We limit visitors to two people at through the Emergency Department. one time to make sure the patient Some wards may have quiet times does not become too tired and that established, when lights are dimmed the ward is not too busy. You may and visitors may be asked to leave the have to wait until other visitors leave ward for these times to allow patients before you can see the patient. Where time to rest. If you have permission possible, coordinate visits with others from the Nurse Unit Manager to stay such as family members. Visitors who with your loved one during quiet time, have colds or other infections should we ask you are mindful of noise during not visit until they are well. this time as patients need time to Wheelchairs can be loaned from recover. the Hospital Foundation at the information desk between 8.00am - 4.00pm, Monday to Friday. 10 Outside of these hours, please use If you are being treated for a condition the courtesy phone at the information for which you may recover damages desk to call an operational officer. from another party, you will be asked to supply all relevant details to the Staff hospital at the time of admission or All staff and volunteers wear hospital before discharge. identification badges that include Once you arrive in your designated their photograph, name and job title. ward or Day Surgery Unit, you will If you are concerned about the identity be issued with an identification of a visitor, please contact a staff band as part of your admission. The member. identification band will state your Your Stay at the Mackay Base name, date of birth and hospital identification number. Hospital You will be asked to confirm these Pre-admission Clinic details and state what procedure Opening hours 9.00am-4.30pm, you will be having multiple times by Monday to Thursday and 9.00am- different staff. This may be frustrating 3.00pm, Friday. Prior to surgery to repeat but this is a very important you may be required to attend a safety process. pre-admission clinic. The clinic is Under the National Health Care conducted for patients who are agreement between the booked for surgery and for some Commonwealth and State procedures. Most often you will be Governments, all patients admitted seen by the nursing staff, medical staff to public hospitals are to be given and anaesthetic staff. Consultation the choice to be treated as a public or with these people identifies any private patient. In response to this, health problems that need treating Queensland Health has developed a prior to surgery, any tests you may ‘patient election form’ that you will be require and allows for any discussions requested to complete before or on regarding instructions/education on admission. Please ask to speak to a the plan of your care. Patient Option Liaison Officer if you would like to discuss this further. Admission Opening hours 6.30am-3.15pm, How to Prepare for your Operation Monday to Friday. All admissions What you can do: come to the Admissions Office where • F ollow the preoperative instructions staff will check your contact details given to you and paperwork are up-to-date. You • T ell the doctors and nurses about will need your Medicare card and any any medication you take relevant concession cards such as • En sure all your details are correct pension or healthcare. You will also be asked for details of private health • T ell the nurses if you have any insurance if relevant. difficulty with mobility or will need special care when you are discharged home 11 • L et us know if you require a medical It is advised that valuables are not certificate brought to the hospital with you. • Arr ange special transport home, if Please do not bring large amounts of required money, jewellery or other valuables • Chec k and make sure you into hospital. Please leave these at understand all the information on home. the consent form before you sign it While our staff take every care, • Ask your doctor or nurse if you are the Mackay HHS does not accept not sure about anything. responsibility for any loss or damage that may occur to items you bring into Bed Allocations and Single Rooms hospital. The Mackay HHS hospitals have single and shared rooms which Day Surgery Unit accommodate both private and public The Day Surgery Unit caters for a range patients. Rooms are allocated on of patients and procedures only clinical need. Very ill or infectious requiring a short stay. The unit patients always have priority to single supports surgical activity and rooms. Your bed allocation may endoscopic procedures such as change during your stay. gastroscopies, colonoscopies and Personal Effects bronchoscopies. Unless otherwise advised, you will be discharged home You will need night attire, a dressing the same day or following day. gown, slippers, underwear and toiletries such as soap, shampoo, When you are well enough, a nurse a toothbrush and toothpaste, hair will discharge you according to your brush, razor and tissues. Patients doctor’s instructions and give you should bring their Medicare card, information regarding your post- pension and health benefit cards, operative care. You may have a little letter from your referring doctor discomfort at your operation site. The (if any), any medications you are nurse is the best person with whom to currently taking, relevant private raise any questions or concerns you or x-rays, spectacles and hearing aids. your carer may have. It is imperative If you have an enduring power of that you and your carer follow your attorney (medical treatment), or post-operative instructions. The advanced health directive, please Day Surgery Unit endeavours to call bring a copy. all patients the business day after discharge to check on your progress Where will I keep my personal and answer any questions you may belongings? have. Please be aware when we try If you are staying overnight you to call you, the hospital number will will have a bedside locker for your display as private. personal belongings. It is helpful if all of your belongings are labelled with your name.
12
Mackay Hospital and Health Service
RESPECT the CHECK Patient Identification and Procedure Matching
We want to make sure you get the right treatment so we will: • Have you wear an ID band • Repetitively check your ID band and ask your - First and last name - Date of birth • Check your ID band every time we need to - Give medication - Collect a specimen - Before treatment or procedure • Regularly ask what your allergies are if you have a red band identifying allergies
Tell the nurse immediately if you don’t have an ID band or if it is damaged Checking is essential for your care Arriving on the Ward Your Care and Safety If you are being admitted as an emergency admission, you will Handover be collected from the Emergency At least once each day, Department and taken to your bed staff will handover from by ward/unit nursing staff. Details of one shift to another at the ward layout and services will be your bedside rather than explained at this time. Your admitting in the nurses’ station. They will check nurse will assess your needs and your medication charts, your plan of commence your care. care, and any other information which is relevant such as management of Discharge Planning wounds or pain. Discharge planning commences early in your admission process to ensure You are an important part of this daily the return to your home environment handover and staff will chat with you is well organised. Your Estimated about your progress with reaching Day of Discharge (EDD) should be your goals. It is very important that identified to you and your family on you tell staff about any issues or your admission. Plans for transport concerns you have so that they can be home should be organised for around addressed as soon as possible. this date. If there are any changes Patient Identification to your EDD your treating team will You don't have to leave town discuss them with you. On the agreed Your identification helps day of discharge from hospital your us to give you the right departure should occur by 10.00am. care, especially when for world-class cancer care giving out medications It is advisable to have your transport Affordable, exceptional care is on your doorstep. home organised for a 10.00am and other treatments. You will have discharge. an identification band placed on your wrist when you are admitted. When applicable, home care for Please check to make sure that the • No wait list patients can be organised for those information on your band is correct. • Affordable treatment patients who require assistance Staff members should check your • No private health insurance required for radiation therapy after discharge. Please discuss any • IconPay available – no large upfront costs, weekly manageable fixed payments concerns you may have with the staff identification before giving any treatment, medications or other care. • Experienced, local doctors looking after you. Please remember to • Tele-health services available collect private x-rays and medications Infection Prevention • Free on-site parking that you brought into hospital. • The latest radiation therapy technology and techniques for all cancer types An Infection Prevention • Chemotherapy, immunotherapy and treatment for blood disorders If you are unsure of your current Clinical Nurse Consultant discharge medications or any other oversees infection control details regarding your discharge, Speak to our friendly administration team for more information or how to issues across Mackay HHS obtain a referral. please ask the nursing/medical or to ensure optimal patient outcomes pharmacy staff prior to leaving. Also, are achieved and maintained through please be aware of any follow-up compliance with standardised policies 148 Sams Road | Mackay QLD appointments you need to make, or and procedures. 07 4961 3200 that have been made for you. [email protected] iconcancercentre.com.au 14 You don't have to leave town for world-class cancer care Affordable, exceptional care is on your doorstep.
• No wait list • Affordable treatment • No private health insurance required for radiation therapy • IconPay available – no large upfront costs, weekly manageable fixed payments • Experienced, local doctors • Tele-health services available • Free on-site parking • The latest radiation therapy technology and techniques for all cancer types • Chemotherapy, immunotherapy and treatment for blood disorders
Speak to our friendly administration team for more information or how to obtain a referral.
148 Sams Road | Mackay QLD 07 4961 3200 [email protected] iconcancercentre.com.au When we are fit and healthy we can This makes infections with these usually defend ourselves against bacteria more difficult to treat. many germs. Often our natural However, there are still antibiotics that defences are weakened when we can treat these infections. are not well, or after an operation. Whilst you are a patient in Mackay It is very important that everyone, HHS you might be asked to undergo including patients, their families and screening for MROs. MROs are found carers clean their hands: in specimens that are sent to the • B efore and after entering a patient laboratory, i.e. samples of your blood, room or visiting someone in the urine and swabs taken from your hospital nose, rectum (bottom) or wound. • After going to the toilet Examples of MRO are: • Af ter blowing your nose, coughing • MRS A (Methicillin resistant or sneezing Staphylococcus aureus) • B efore, during and after preparing • VRE (Vancomycin resistant food Enterococci) • Before eating • E SBL - (Extended spectrum Beta • When your hands are visibly dirty. Lactam) Producing Klebsiella pneumonia Hand hygiene is the single most important factor in reducing hospital • MRAB (Multi-resistant acquired infections. Acinetobacter baumannii) All healthcare workers should always • CRE (Carbapenem resistant perform hand hygiene in front of you. enterobacteriacea). If you have any concerns, feel free to Many patients admitted to hospital remind them. will be screened for MROs. This Alcohol based hand rub is located includes all patients who are in all patient care areas and in high transferred from another hospital traffic areas at the Mackay Base including overseas hospitals, and all Hospital. patients admitted to the Intensive Care Unit. Many of the hospital wards Multi-resistant Organism also conduct routine screening of Screening patients on admission. This is to monitor for any new cases of MROs. What are Multi-resistant Organisms (MROs)? Screening for MROs involves taking Every human has bacteria (bugs) a swab just inside the nose and living on their skin. These bacteria rectum, and a swab of any wounds. usually don’t cause us any harm. The screening swabs are collected MROs are bugs that have developed by nurses or doctors, they are not resistance to antibiotics. This means painful, and only take a moment to that some of the antibiotics available collect. are no longer effective in killing these 16 bacteria. Medication Safety Changes in your Health It is important that the Our staff are trained to take team knows about any observations and to notice medications you are changes in your health taking or were taking which could indicate that prior to admission. This includes something is not quite right. medications prescribed by your own However, you know yourself best and doctor or bought over-the-counter you can help staff by letting them from a chemist or health food know immediately if: store, and includes any herbal or • Y ou don’t feel well, however minor homoeopathic preparations. it may seem to you We will also need to know of any • Y ou think there has been a change allergies you may have to antibiotics, in your condition medications or foods. • Y ou think that part of your care has You should give ALL your medications been missed (e.g. medications to nursing staff when you come missed). into the hospital so they can be Any patient or carer can activate a properly stored. This includes herbal, rapid response. Please ask nursing naturopathic and over-the-counter staff for further information. If medications. They will be returned to something is not quite right, then the you on discharge. sooner we know about it the quicker While in hospital, all your medications we can do something about it. will be locked in the top drawer of your bedside locker. Medications will Helping You to NOT Fall be administered by hospital staff to Over ensure appropriate dosing and to The reasons for falls minimise the occurrence of adverse are that you are in an drug reactions. unfamiliar place, you may It is of the utmost importance that no suffer dizziness from medication, you medications are taken by you without may not have your normal socks and the consent of your doctor or the shoes to walk around in, you may not nursing staff. be able to see properly in the dark. You are encouraged to ask the doctor If you have had an operation or have for information about your condition, an injury to your hip, leg or knee you as well as who will be involved in your may not be as steady on your feet as treatment and when you can expect to you usually are. see them. Falls can cause serious injuries, so please help us to help you to NOT fall over by: • A lways using the call bell to ring for help if needed before you move, especially if you are concerned about falling or have fallen before 17 AUSTRALIAN CHARTER OF HEALTHCARE RIGHTS
The Australian Charter of Healthcare Rights describes the rights of patients and other people using the Australian health system. These rights are essential to make sure that, wherever and whenever care is provided, it is of high quality and is safe. The Charter recognises that people receiving care and people providing care all have important parts to play in achieving healthcare rights. The Charter allows patients, consumers, families, carers and services providing health care to share an understanding of the rights of people receiving health care. This helps everyone to work together towards a safe and high quality health system. A genuine partnership between patients, consumers and providers is important so that everyone achieves the best possible outcomes.
Guiding Principles These three principles describe What can I expect from the Australian health system? how this Charter applies in the Australian health system. MY RIGHTS WHAT THIS MEANS Everyone has the right to be able 1 to access health care and this Access right is essential for the Charter to be I have a right to health care. I can access services to address my meaningful. healthcare needs. The Australian Government Safety 2 commits to international I have a right to receive safe and I receive safe and high quality agreements about human rights which high quality care. health services, provided with recognise everyone’s right to have the professional care, skill and highest possible standard of physical competence. and mental health. Respect I have a right to be shown The care provided shows Australia is a society made up of respect, dignity and respect to me and my culture, 3 people with different cultures consideration. beliefs, values and personal and ways of life, and the Charter characteristics. acknowledges and respects these differences. Communication I have a right to be informed I receive open, timely and about services, treatment, appropriate communication options and costs in a clear and about my health care in a way I open way. can understand. Participation I have a right to be included in I may join in making decisions decisions and choices about my and choices about my care and care. about health service planning. Privacy I have a right to privacy and My personal privacy is confidentiality of my personal maintained and proper handling information. of my personal health and other information is assured. Comment For further information please visit I have a right to comment on my I can comment on or complain www.safetyandquality.gov.au care and to have my concerns about my care and have my addressed. concerns dealt with properly and promptly. • A lways turning on the light when Preventing Pressure getting up during night so that you Injuries (sometimes can see clearly and avoid tripping known as bedsores) over When you spend time • A lways using your normal walking sitting or lying still your aid (walking frame, walking stick) body can develop a sore spot known as a pressure injury. These injuries • A lways wearing secure, flat, non- can affect the muscle and bone if not slip shoes with an enclosed back identified and treated. when you are walking around Anybody can develop a pressure • A lways wearing your hearing aids injury; however, you can decrease the during the day possibility if you: • A lways wearing your glasses if you • Mo ve – change your lying and need them to see clearly when sitting position as often as walking possible, even a small change can • A lways making sure your bed is at help. Staff will help you change knee height and that your feet are position if needed flat on the floor when sitting on the • L et staff know if tubing from side of the bed before standing oxygen over the ears, nasogastric • Never walking in just your socks tubes and drainage bags from • Never climbing over bed rails indwelling catheters or wound sites are causing pressure/redness • Giv ing yourself time to regain your on the skin, these areas need balance when moving from lying to be checked and preventative to sitting and sitting to standing dressings applied. before you walk • M ake sure you keep your skin as • Nev er standing or trying to walk if dry as possible you are feeling dizzy or unwell • M ake sure you eat well and drink • Nev er sitting on the edge of the bed plenty of fluids if you are likely to slide off. • K eep weight off bony parts of your body, e.g. heels, tail bone • L et staff know immediately if you develop a sore spot where you’ve been sitting or lying.
19 Your Rights and Responsibilities What are your responsibilities? What are your rights? We want to make sure you get the best You have the right to: possible care. To do this, please do a few things, such as: • Fr ee hospital and community- based services as a public patient, • Giv e staff as much information if you have a current Medicare card. as you can about your health and This does not apply to Oral Health any beliefs that may affect your (dental) services. Please refer to treatment the Oral Health section in this • T ell staff if you are taking any booklet for eligibility medicine, recreational drugs or • B e treated with respect, dignity and natural remedies consideration regardless of your • T ell staff if someone else is treating age, gender, sexual preference, you for the same condition religion and culture • Ask questions and talk to your • A free interpreter family if you want to, before • Inf ormation so you can choose to making any decisions about your be a public or private patient healthcare • T reatment based on the hospital’s • F ollow staff instructions for your assessment of how sick you are treatment and care • T ake part in decisions about your • T ell staff about any problems healthcare you are having because of your treatment or the treatment that you • Inf ormation that is easy to need understand about your treatment including risks and other choices • B e on time for appointments and let your health service know if you • Giv e your permission before being want to cancel, or if you change treated if you are able your contact details • A second opinion • T alk to your local doctor if your • Giv e a compliment or make a condition changes while you are on complaint a waiting list for treatment • Hav e your personal information • T reat all people you meet in the kept private and confidential health service (staff, volunteers, patients/clients) with the respect • S ubmit a formal request to see your and consideration we all deserve medical record • R espect the confidentiality and • D ecide if you want to take part privacy of others. in medical research and clinical training.
20 Queensland Health Ryan’s Rule for all patients, families and carers Use Ryan’s Rule to get help when you are concerned about a patient in hospital who is getting worse, not doing as well as expected, or not improving. Who can call: patients, families or carers.
Follow these steps to raise your concerns.
Step 1 Talk to a nurse or doctor about your concerns.
If you are not satisfied with the response.
Step 2 Talk to the nurse in charge of the shift.
If you are not satisfied with the response.
Step 3 Phone 13 Health (13 43 25 84) or ask a nurse and they will call on your behalf. Request a Ryan’s Rule Clinical Review and provide the following information: • hospital name • patient’s name • ward, bed number (if known) • your contact number. A Ryan’s Rule nurse or doctor will review the patient and assist.
If you have feedback or a complaint, please speak with the nurse in charge or ask for a feedback form. For more information,
v0.04 - 11/2013 We acknowledge ACT Government Health CARE resources. Photograph source: HMMU, RBWH, Metro North Hospital and Health Service. and Health North Metro Hospital HMMU, RBWH, source: Photograph resources. CARE Health Government ACT acknowledge We - 11/2013 v0.04 speak with your nurse.
Great state. Great opportunity It’s your hospital, your charity of choice.
The Mackay Hospital Foundation is a local independent community-driven non-profit charity supporting the Mackay Base Hospital and all other local hospitals in the Mackay Hospital and Health Service region.
There are many ways you can get involved:
Donations and money boxes All donations of $2 or more are tax deductible. For further information please visit www.mackayhospitalfoundation.com.au Giving the gift of time or Become one of our volunteers who provide Contact the Volunteer and Administration Coordinator valuable services to the community, offering a helping hand in many areas of the hospital. Phone: 07 4885 5915 Email: [email protected] Bequests Leaving a legacy in your will is a reflection on how you wish to be remembered. Consumer Feedback, Complaints Ryan’s Rule is not for reporting and Compliments complaints. For further information, Our staff are committed to delivering see the factsheet in this booklet on a patient-centered model of care page 21. which is built on the foundations of meaningful relationships with our During Your Stay patients, family members and their significant others. Mackay Hospital Foundation We value your feedback and Trolley Service encourage you to discuss any The Mackay Hospital Foundation, concerns or comments, positive or together with their volunteers, operate negative, relating to your admission a trolley service which visits patients or visit at any of our facilities with rooms and waiting areas each your treating doctor, or the nurse unit morning, Monday to Friday. manager in your ward/unit. Our goal, It stocks items for purchase such as where possible, is to try and resolve newspapers, magazines, chocolates, issues at the initial point of contact. snacks, drinks, sandwiches and other Alternatively, to provide your feedback convenience items. visit http://www.mackay.health.qld. gov.au/getinvolved/your-feedback/ The volunteers also distribute or you can contact the Consumer magazines throughout areas of the Liaison Office on (07) 4885 7690 hospital including patient rooms, from Monday to Friday between the common areas and waiting rooms. hours of 9.00am - 4.00pm. You can This is a free service utilizing also contact the Office of the Health donations from the community. Ombudsman (OHO) on 133 646 or Information Desk visit www.oho.qld.gov.au with any The information desk is located in concerns about your health service the foyer of the main entrance area. provision. Volunteers are available to assist visitors with directions, information Ryan’s Rule and the use of a wheelchair. Ryan Saunders was nearly three The information desk is staffed years old when he tragically died in Monday to Friday 8.00am - 4.00pm. hospital. His death was found to be, Also available is a selection of books in all likelihood, preventable. Staff for sale. did not know Ryan as well as what his Mum and Dad knew him. When Ryan’s The Mackay Hospital Foundation offer parents were worried he was getting volunteer assistance to Mackay Base worse they didn’t feel their concerns Hospital for a variety of roles including were acted upon in time. patient assistance, distribution of items and administration. Ryan’s Rule has been developed to provide patients of any age, families and carers with another way to get help. 23 All volunteers will wear a purple BOQ Meal Times Buddy shirt with the Mackay Hospital Meal hours are as follows: Foundation logo, a Mackay HHS Breakfast 7.10am - 8.00am photo ID tag and a Mackay Hospital Foundation name badge. Morning Tea 10.00am - 10.45am If you would like to become involved Lunch 11.25am - 12.20pm with the Mackay Hospital Foundation Afternoon Tea 2.30pm - 3.30pm either as a volunteer or to make a donation, please see our volunteers at Dinner 4.55pm - 6.00pm the information desk. If you are absent at meal times due to Gift Shop having a consultation or procedure, The Gift Shop is located on the ground sandwiches will be provided. You will floor opposite Home Base Café be required to complete your menu and managed by Mackay Hospital card daily. The menu card will be Foundation volunteers and stocks delivered to you with breakfast. If your items such as flowers, cards, gifts, menu card is not completed then you snack foods, cold drinks, newspapers, will receive a standard meal. magazines and other convenience The food menu is designed to items. The Gift Shop is open Monday provide a selection of foods to meet to Friday 8.30am - 4.30pm and diversified tastes. If your diet has to Saturday 10.00am - 1.00pm. be modified due to your illness, your Children Services doctor will discuss this with you. The The Mackay Hospital Foundation hospital dietitian will be available to Volunteers have a playgroup located provide the necessary instructions so within the Children’s Ward. Activities that you may continue your special are open to patients within the diet at home, if required. Children and Adolescence Unit and their siblings. Home Base Café Home Base café is located on the ground floor of the hospital next to the gift shop. Opening hours are Monday to Friday 6.30am - 4.00pm.
Vending Machines For your convenience there are two vending machines, located in Emergency Department and outside of X-ray. They sell a range of snack foods and drinks.
24 Qscan Mackay
PET-CT • PSMA • Theranostics Ultrasound & Interventional Procedures Platelet Rich Plasma (PRP)
Dr Dalveer Singh Bulk billing all Medicare MBBS (Hons), FRANZCR, eligible PET-CT scans FAANMS Qscan Mackay On-site Radiologist
148 Sams Road
North Mackay, QLD 4740 P Sullivan Nicolaides Mon - Thurs: 8:00am - 5:00pm Pathology
Willetts Road Fri: 9:00am - 5:00pm Sams Road P: 07 4960 4940 | F: 07 3144 5623
Book online today qscan.com.au/bookings Chaplains and Pastoral Care Televisions are allowed in the general Workers wards. However, if you are a mobile Mackay Base Hospital relies on the patient, we encourage you to use the services of visiting clergy/spiritual television lounge. advisors who are not employed by the service, nor are they a volunteer in the Laundry service. They visit the hospital only The Mackay HHS hospitals do not at the request of the patient or upon provide a laundry service for personal staff request. The Sanctuary is also belongings. Please bring enough available for times of quiet reflection. clothing for your hospital stay or arrange for your family to launder and The Sanctuary (multi-faith space) return items to you. Mackay Base Hospital offers a quiet space for patients or visitors who Mail may wish to have some time away Mail sent to you will be delivered to from the ward in an area of peace and the hospital mail room and collected spirituality, where everyone can feel by the Ward Clerk as time allows. If safe and comfortable to engage with you are expecting mail, please advise their spirituality or religion. the Ward Clerk. If you have mail to send, hand it to relatives or friends, or The room is known as the Sanctuary to a member of staff who will deliver it and is located on the ground floor of to the hospital mail room for collection the hospital beside the lifts, next to by Australia Post, provided it has a Medical Imaging and is open 24 hours stamp attached. Any mail without a a day. stamp will need to be returned to you Please make sure the room is returned for a stamp to be attached. Stamps to its original state after use. can be purchased from the hospital Requests for special occasion gift shop on the ground floor. bookings, such as naming ceremonies must be approved by the Community Zero Tolerance to Violence Engagement Team. To seek approval, Queensland Health has a ‘Zero please email mhhsengagement@ Tolerance to Violence’ policy. This health.qld.gov.au policy states that no person in the hospital or the healthcare system Television/Electronic Equipment should be exposed to verbal or Personal televisions, small radios physical aggression. Where there is and MP3 players are allowed in single a criminal offence, security/police patient wards; however, in shared will be called if necessary. All staff, wards, please use an ear piece patients and visitors are encouraged attachment to ensure other patients to report breaches of the policy. are not disturbed.
26 QUEENSLAND X-RAY MACKAY Helping look after the health of our community since 1988
Services we provide to the Mackay community include: FIND US AT ▷Women’s Imaging including Obstetrics ▷MRI Fourways ▷Musculoskeletal and Sports Imaging 96 Nebo Road ▷ CT West Mackay ▷Ultrasound ▷Walk-in X-ray Mater Mackay ▷Nuclear Medicine 76 Willetts Road ▷3D Mammography / Breast Imaging North Mackay ▷Interventional Procedures ▷Bone Mineral Densitometry (BMD) ▷Dental Imaging
Call us to make a booking on 4965 6200
MackayAdvertisement_A4_FINAL.indd 1 3/12/2018 2:31:54 PM No Alcohol Policy Parking Consumption of alcohol on the Areas available for public parking are hospital premises is strictly signed as such. The hospital does not prohibited. accept liability for loss or damage to vehicles or their contents. Smoking Smoking is not permitted on Telephones Queensland Health property. It is There is a public telephone located against the law to smoke at public on Bridge Road opposite the hospital. and private health facilities. The ban Please ask the staff if you need extends to five metres beyond the directions to access it. boundary of the hospital grounds. Mobile phone use is permitted at Smoking is prohibited in the hospital times when it does not disrupt your buildings and hospital grounds. care or the care of others. We request Smoking is not permitted in the Bridge that your mobile phone is kept on Road bus stop. On the spot fines ‘silent mode’ to ensure it doesn’t apply. Disregard of smoking policies disturb other patients or interrupt can have serious consequences. hospital routine or procedures. Mobile phone use within the hospital may If you see or smell cigarette smoke, be restricted upon the advice of staff, please report it to nursing or other based on the care needs of yourself staff on the ward who will take the and other patients around you. appropriate action. We ask that all mobile calls cease If you are a patient coming into the between 9.00pm and 8.00am in hospital and you smoke, your smoking consideration of other patients. At will be assessed and you will be times, you may be asked to turn offered nicotine replacement therapy your phone off and you must comply (nicotine patches or gum) to help you with this request. Staff are not to be not smoke during your hospital stay. photographed or filmed. The patches and gum will reduce any withdrawal symptoms such as ATM cravings, irritability and anxiety. If you An ATM is available opposite the choose to continue to smoke, please Pharmacy. walk to Bridge Road off the hospital grounds to do so.
Public Transport A public bus stop is located on Bridge Road at the front of the hospital. A free taxi phone is located next to the foyer of the hospital, next to the Hospital Foundation Volunteers desk.
28 General Information Children in Hospital Children miss their families and home Accreditation and Quality environment, so we encourage their Management immediate family to spend as much The Mackay HHS is accredited by time as possible with their child the Australian Council of Healthcare during their hospital stay. You can Standards against the National Safety play a positive role at this time by and Quality Health Service Standards. supporting your child and assisting This means that our commitment the clinical team with various to providing the highest quality routines involving your child. Certain care is maintained to a nationally restrictions may be necessary so that recognised standard. In maintaining the nurse can effectively carry out accreditation, we are required to treatment prescribed by the doctor. continually monitor and evaluate Your cooperation is appreciated in the quality of our service delivery these circumstances, but there are to ensure we can provide excellent otherwise no restrictions on visiting healthcare into the future. times for parents. The health service strives to ensure Children visiting the hospital are to be there is a culture of continuous quality under the supervision of an adult at improvement with staff committed all times. One adult member of your to continually improving the quality, family is welcome to stay overnight standard and safety of the services with your child and will be provided you receive. with a sofa chair beside your child’s bed. Parents and carers have access During your stay you may be asked to tea and coffee in the parents to provide feedback on the service lounge. In special circumstances, we provide. Although you are not parents and carers will be provided obligated to respond, the Mackay HHS with meals. Please be sure to advise values feedback and will utilise it to the nursing staff if there is anything improve service delivery and patient you need to make your child’s hospital care. stay more comfortable.
Nurses Call System Leaving the Ward Area Should you require anything, do not Please notify the attending nurse hesitate to call on the nursing staff. before leaving the ward area, as the The nurses’ call button is on the nurse is directly responsible for your bedside handset. It is only necessary safety whilst in the hospital’s care. to press the button once, as the call registers in the nurses’ station until it is switched off at your bed.
29 Transfer to Other Facilities Patient Travel Subsidy Scheme At times, it may be necessary to (PTSS) transfer you to another health If you live in rural and remote areas facility including Sarina, Proserpine, and have to travel more than 50km Moranbah, Clermont, Bowen, from your local hospital to be treated Collinsville and Dysart. This may even for specialist medical services that be necessary if you do not reside in are not available locally, you may these communities. At times, Mackay be eligible for the Patient Travel Base Hospital requires access to beds Subsidy Scheme (PTSS). This can for acute care of patients and you may include assistance with travel and be transferred to facilitate this. accommodation costs for you and Other reasons that may make your your escort. transfer necessary: The Patient Travel Office is located • If you are a patient awaiting at the front entrance of the Mackay residential aged care Base Hospital and is open 8.00am - 4.00pm Monday to Friday. Staff are • If you are well enough but are available to help with Patient Travel unable to go home and live enquiries outside these hours by independently or with family calling the switch phone number (07) • If you do not require acute care 4885 6000. and are well enough to transfer as For more information regarding the part of your treatment plan and Patient Travel Subsidy Scheme, visit discharge process. our website www.mackay.health.qld. When a patient no longer requires gov.au acute care at the Mackay Base Hospital and cannot return to their Accommodation for Relatives home or to family: Accommodation may be available • An Aged Care Assessment Service for relatives adjacent to the hospital (ACAS) assessment will be at Red Cross House, at a reasonable requested price. Allocation is based on need. The nurse unit manager of your ward can • The patient’s family/carers will be assist with enquiries or, alternatively, required to list the patients’ details you can contact the Red Cross House with all residential aged care on (07) 4957 2310. facilities within the Mackay HHS area The Integrated Electronic Medical • The patient, family or carer will Record (IEMR) at Mackay Base accept the first available placement Hospital while remaining on the list at the Mackay Base Hospital is proud to be a preferred facility for transfer at a leading healthcare innovator in later date. regional hospitals.
30 As a Digital Hospital, your healthcare Following an operation, your relatives team will use computers instead of should first enquire at the ward about paper files to document and access your condition and when you can be your medical information, digital visited. bedside If further information is required, a monitoring devices will automatically member of the nursing staff will be upload your medical information, pleased to arrange for your relatives such as blood pressure, temperature to speak with appropriate medical and heart rate directly to your secure staff. If you need a medical certificate, electronic medical record. Clinical please see the attending nurse or your staff will scan your patient armband doctor. to ensure safety processes are maintained. You have a right to access your clinical record and personal information held As a Digital Hospital we can: by Mackay HHS. Further information • Pr ovide better healthcare by about this process is below. To access improving access to information by forms or for any queries, please giving clinicians immediate access contact the Information Access Unit on to comprehensive targeted plans of (07) 4885 7381. care for your treatment Applying for your own clinical records • M ultiple clinicians can access Mackay HHS is supportive of patients records at one time to streamline wishing to access a copy of their patient care clinical record. In most cases, patients • Str eamline services within the can usually access a copy of their hospital to facilitate discharge own clinical record by completing the planning ‘Administration Access form’, proof of identification (such as a Driver’s • Improve our medical research License) is required. • R educe our environmental Applying for personal information footprint. Access to patient information which is Your secure electronic medical record considered ‘personal’ and is sensitive can only be viewed by authorised in nature (e.g. mental health records Queensland Health hospital staff. and children’s records) is granted under the Information Privacy (IP) Medical Information Act 2009. Patients are required to You have the right to determine who provide proof of their identity before should be informed by your doctor any personal information can be of your condition. In order to protect released. There is no application fee your privacy, medical information will or processing charges for patients not be released without your consent. wishing to view their own personal Should you be unable to advise information; however, there may be staff of this, release of information an ‘access charge’; please contact the is restricted to your designated next Information Access Unit to discuss of kin who can then communicate to these charges. other family and friends. 31 Applying for someone else’s Single/private rooms are allocated personal information on a clinical basis; however, if a If you wish to access the single room is available, the patient’s documentation of another person, request can be honored. or access information on behalf of All patients, both private and public, another person, which does not who are still in hospital after 35 contain personal information, this days or who have had a number may be done under the Right to of admissions without a discharge Information (RTI) Act 2009. There is period of more than 7 days, are an application fee for access to these assessed to see if they qualify as a documents, as well as processing and Nursing Home Type-Patient (NHTP). access charges; please contact the If the patient qualifies as an NHTP, Information Access Unit to discuss whether public or private, they will be these charges. charged a set accommodation fee. Patient Accounts The cashier office operates Monday to Friday from 8.30am - 4.30pm, on Eligible Australian residents may (07) 4885 5225 and has payment choose to receive private or public options; EFTPOS, direct debit details hospital services that can both be and credit card. delivered from Mackay Hospital and Health Service facilities. Medical Team/Teaching of Health Overseas visitors or ineligible patients Professionals are those that do not hold Medicare Your treatment and care remains our entitlements and are responsible primary concern. This hospital is also for fees and charges for hospital a teaching hospital, which means that treatment. staff have two other important duties: If you choose to be a public patient, generally hospital services will be 1. To train future health workers given free of charge. You may have to 2. To assist in the advancement of pay a nominal fee for some services. If healthcare knowledge through costs apply, they will be explained to research. you. This is why health profession students If you choose to be a private patient and recent graduates assist with by using your private hospital your treatment and are taught at the insurance, there are benefits for the bedside by specialist staff. You may patient (no out-of-pocket expenses be asked to discuss details of your for admissions of one or more nights), illness and undergo examination by for the hospital and clinical staff by the students. We believe you will retaining revenue locally to enhance appreciate the importance of this services. If you are admitted as a training and hope you give us full private patient, you will need to give cooperation if asked to assist in the details of your health insurance during teaching process. the admission process and will be asked to sign a health fund claim 32 form. However, should you prefer not to take The Hospital Fire Safety/ part in such teaching at any time, we Emergency Procedures shall respect your wishes. Your safety is of paramount importance to us. In case of an MIRI internal emergency such as a fire, our staff are trained to take care of patients and visitors and may move you to a safe area. Your How we are working to improve your prompt cooperation will help ensure care everyone’s safety. Remain calm, Patient-centred care is at the heart follow directions provided by hospital of everything we do, and through staff and do not use lifts in the event the Mackay Institute of Research and of a fire. Innovation (MIRI) our staff are always Fire alarms are tested periodically, but working to improve your experience. you will be notified in these cases. MIRI is an emerging translational If you are unsure or have concerns, research and innovation centre please ask hospital staff in your area. that works to improve your care and the health of our communities Support Services by implementing the latest clinical knowledge into practice. We achieve Independent Patient Rights this through our strong collaborations Adviser (IPRA) with a range of external partners and The IPRA provides advice and support leading cutting-edge research and to consumers accessing mental health innovation, locally. services, their family and support As MIRI initiatives are all about people in the Mackay region. The IPRA improving patient experience, your can help with explaining consumer/ unique insights are integral to helping family rights, communicating with the us design the care that suits your treating team, completing advanced needs. To help us do this, we may health directives for mental health, approach you about participating in appointing nominated support people research projects or ask if you would and applying for legal representation like to be involved in the for the mental health review tribunal. implementation or research project The Mackay IPRA can be contacted reference groups that relate to your on (07) 4885 7037 or by emailing care. [email protected] Further information about our work is available by visiting www.miri.health. qld.gov.au or email [email protected]. gov.au
33 Aboriginal and Torres Strait Palliative Care Information Islander Liaison Officers Services The Aboriginal and Torres Strait A palliative care service is available to Islander Hospital Liaison and patients and their families. Palliative Support Service provides culturally care is care that helps people live appropriate, non-clinical support to their life as fully and as comfortably Aboriginal and Torres Strait Islander as possible when living with a life- patients and their families during their limiting or terminal illness. We are stay at the Mackay Base Hospital. able to help facilitate and support The Hospital Liaison Service can: patients and their families when making decisions about their end • F acilitate communication between of life care. For further information, clinical staff, the patient and please speak to your attending health their family to help them better professional. understand their health condition, treatment and options Social Work • As sist the patient and their family Social workers are available to by providing information so they assist patients and family members can access relevant support in managing the psychological services during their hospital stay and social impact of illness and and on discharge from the hospital hospitalisation through counselling and support. • Pr ovide assistance and information to access the Patient Travel Subsidy There is a social worker available on Scheme (PTSS) each ward or unit.
• W ork with staff to improve their Dietitian cultural capability and knowledge to contribute to providing culturally Dietitians are available to assist appropriate patient care with meeting your nutritional needs while you are in hospital. A dietitian • Identif y eligible patients and will become involved in your care if provide access to the hospital you are unable to eat enough during based transport service. your stay, or if you have other special The Hospital Liaison and Support dietary requirements. A dietitian is Service has been specifically designed available on each ward or unit, and a to assist people who identify as being referral can be arranged through your of Aboriginal and/or Torres Strait nurse or doctor. Islander origin. Occupational Therapy This service is available between “Occupational therapy is a client- 8.00am - 8.00pm, Monday to Friday. centred health profession concerned Please contact one of the Hospital with promoting health and well being Liaisons on either; (07) 4885 5955, through occupation. The primary goal (07) 4885 5956, (07) 4885 5957 or of occupational therapy is to enable (07) 4885 5958. people to participate in their activites 34 of everyday life. Quest Mackay takes care of your accommodation Let us look after you. stress, so you can focus on the important things. l 4.5 Star Spacious Apartments You will feel right at home in a 4.5 star, fully self- contained spacious apartment. l Fully Self Contained
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MACKAY MACKAY ON GORDON Occupational therapists achieve this Pharmacy outcome by working with people and The pharmacy department dispenses communities to enhance their ability medications for inpatients and to engage in the occupations they specialised public hospital outpatient want to, need to, or are expected to prescriptions. In addition, our team of do, or by modifying the occupation clinical pharmacists visit wards and or the environment to better support departments on a daily basis. Most their occupational engagement.” hospital inpatients will receive a visit (World Federation of Occupational Therapists, from one of our clinical pharmacists. 2012). Clinical pharmacists work with Occupational Therapists work with medical and nursing staff to ensure people to help them achieve goals that your drug treatment is safe and and outcomes that are important to effective, and are there to answer any them and their lifestyle. questions you may have about your medication. If you feel you require an Occupational Therapy assessment, a referral can During your hospital admission there be arranged through your nurse unit is potential for your medications to manager or doctor. change. These changes may include new medications, changed doses Speech Pathology or stopping some of your regular A speech pathologist may become medications. involved in your care if you are Patients are encouraged to ask staff experiencing swallowing and/or about their medications if they have communication difficulties. The doctor any concerns or are unsure about or nursing staff will refer on your anything. If you feel confused with behalf. your discharge medications, talk to your ward pharmacist, doctor or Physiotherapy nurse. Most patients will be given a A physiotherapist may be involved in list of medications on discharge and your care if you are having difficulty the hospital pharmacy department with things such as breathing, moving will, with your permission, forward and walking, or following a major information to your GP and/or operation. community pharmacy. Physiotherapists also have specialist Oral Health involvement in intensive and coronary care, paediatrics, women’s health, Guidelines for oral health services and outpatient services including eligibility rehabilitation. Your nurse unit Adult eligibility criteria manager or doctor can arrange a For adults to be eligible for free public referral. oral health services they must: • Be Queensland residents; and • Be eligible for Medicare; and 36 • B e receiving benefits from one of Children that reside in states or the following concession cards: territories other than Queensland o Pensioner Concession Card but attend a Queensland school and issued by the Department of meet the other criteria listed above, Veterans’ Affairs; are eligible for free public oral health o Pensioner Concession Card services. issued by Centrelink; If you would like more information o Health Care Card; about both services, please phone o Commonwealth Seniors Health (07) 4885 6444. Card; or Telehealth o Queensland Seniors Card. The Mackay HHS provides Telehealth For eligible adults, eligibility is services for eligible patients, making extended to dependents named on it easier for patients to access their concession card. services by offering more Telehealth Adults that reside in states or appointments to people. territories other than Queensland who Using live video-link, patients now are eligible for Medicare and hold a have access to a wider variety of valid concession card, are eligible if specialists without the need to travel their closest public oral health facility to Mackay or tertiary centres, such as is in Queensland. All other adults Brisbane and Townsville. from interstate who are eligible for With the introduction of the Telehealth Medicare and hold a valid concession Portal (web based) and PEXIP (app card, are eligible for emergency care based), this now extends access to: only. • The Patient Community (on their Child eligibility criteria own devices from a location of their For children to be eligible for free choice) public oral health services they must: • General Practitioners (GPs) • B e Queensland residents or attend a Queensland school; and • R esidential Aged Care Facilities (RACFs). • Be eligible for Medicare; and • M eet at least one of the following For more information about Mackay criteria: HHS Telehealth services, contact the Virtual Health team on (07) 4885 o Be aged four years or older and 6783 or (07) 4885 7545. have not completed Year 10; or o Be eligible for the Medicare Other Services Child Dental Benefits The Mackay Hospital and Health Schedule; or Service offers a range of health o Hold, or be listed as a services both for inpatients and dependent on, a valid outpatients of the district’s eight Centrelink concession card. hospitals, extending well into the community. 37 For more information about any of the These health worker positions offer services listed here, or if you cannot primary healthcare services directly find the information that you are from the Community Health Centres looking for, please visit our website or, alternatively, home visits and http://www.mackay.health.qld.gov. telephone consults can be arranged. au/ or contact us on (07) 4885 6000. Access to Aboriginal and Torres Strait Islander Health Workers is available Community Health Services by contacting the Regional Indigenous Aboriginal and Torres Strait Operations Manager on (07) 4885 Islander Health Worker Network 6025. The Aboriginal and Torres Strait Aged Care and Home Care Services Islander Health Worker Network The Mackay HHS Community Based consists of a number of positions Support Services (CBSS) offer a range servicing patients throughout the of aged care services to support older Mackay Hospital and Health Service in people to live well in their own home, a Primary Health Care Setting. or enter an aged care residential Aboriginal and Torres Strait Islander facility. Health Workers are part of the CBSS services include: multidisciplinary team and are based in the following Community Health • Ag ed Care Assessment Team (ACAT) Services: who undertake assessments, provide information and support • Adult Mental Health to older people and their carers to • A lcohol and Other Drugs Service obtain a range of Commonwealth • Bowen Community Health funded services. Phone (07) 4885 7777. • Child and Youth Mental Health • C ommunity Health & Therapy • Child Youth and Family Health Services (CHATS) who offer • Potentially preventable Transition Care rehabilitation Hospitalisations Multi-Disciplinary packages of nursing, personal care Team - Sarina and allied health services to assist older people to return to living • Pr oserpine Hospital and safely at home after discharging Community Health from hospital. CHATS also offer • RIOPM Generalist Community a range of allied health and Health Team continence management services • Se xual Health and Sexual Assault to older people, as well as more Service. intensive rehabilitation programs for eligible consumers. Phone (07) 4885 7780.
38 • M ackay District Home Care Services Child, Youth and Family Health provide practical assistance to The Mackay Child Youth and Family older people at home such as help Health Unit provides a free community with cleaning, shopping, self-care based service, by professionals who (e.g. bathing, dressing, grooming), work in partnership with families to transport to appointments, in- help provide a positive outcome in home visiting and in-home respite the growth and development of their for carers. Phone (07) 4852 3340. children from birth to adulthood. BreastScreen Queensland Services offered include: • W ell baby clinics are where we assess baby’s growth, development and provide parenting support; parents and guardians are welcome to drop-in or make an appointment Located in Wellington Street, • C linics are provided in the city Mackay BreastScreen Queensland centre and outlying suburbs is a population-based, public health (Walkerston, Bucasia, Andergrove, program that offers free breast cancer Sarina) and Libraries at the city screening and follow-up assessment centre, Mt Pleasant and Mirani services. Having regular, two yearly • F amily care program provides breastscreens is the most effective ongoing home visiting for those way to detect breast cancer early or families requiring extra support reassure you that your breast health is okay. • M ums and Bubs home visiting program Our screening program is specifically designed to target women 50 to 74 • Home visiting for multiple births, years as this is the age group most at premature babies and referrals risk of developing breast cancer. from hospitals However, our program also accepts • Lactation appointments women aged 40 and 75 years and • He aring clinic for children four over. years of age and all school aged No Doctor’s Referral is required and children women with breast implants can also • Four-year-old health checks have a mammogram. To book your free mammogram, please ring 13 20 • Immunisation clinic weekly 50 or book online anytime at www. • Sc hool immunisation program for breastscreen.qld.gov.au high school students For more information about • P arenting information groups BreastScreen Queensland, Mackay, available for zero to five months log onto the above website or contact and five months to twelve months BreastScreen Mackay on (07) 4968 of age 3813. 39 • Da y Stay for babies with sleep and They deliver mental health crisis settling issues up to twelve months assistance and support 24/7 via of age 1300 MH CALL (1300 64 2255) • P ositive Parenting Programs (PPP) • A lcohol and Other Drugs Service which gives families practical (AODS) - The intake officer in the advice on positive approaches to AODS service near you provides parenting, including behavioural a single-entry point into alcohol difficulties and other drug services. Our • Indig enous health worker available professional team can offer; for Indigenous clients, including; assessment, counselling, support transportation, home visiting via and referral for people concerned appointments about their own or someone else’s use of alcohol and other drugs, • Sc hool-based youth health nurses 8.30am-4pm Monday to Friday. within the state high schools offer health promotion activities Mackay: (07) 4968 3858 and individual consultations with Proserpine: (07) 48139540 students Moranbah: (07) 49414680. • P aediatrician is available for 24 hour Drug and Alcohol Information consultation via referral. is available via FREECALL 1800 177 Mackay Child, Youth and Family 833. Health Unit is situated at: Carlyle Mental Health & AOD Services are Community Centre, 40 Carlyle Street. available throughout the Mackay Phone (07) 4885 7750. District, with facilities located in Mackay, Proserpine and Moranbah. Community Mental Health and Alcohol and Other Drugs (AODS) Some services are outreached into Community Mental Health and AODS the region’s other community service provide treatment and support for providers for ease of access. people of all ages in the community Sexual Health and Sexual Assault with mental illness and substance use/addiction, with a focus on Services recovery to maintain wellness. The Mackay Sexual Health and Sexual Assault Service is a free and Treatment and support is available for strictly confidential service that is a variety of mental health and AODS committed to providing supportive, concerns across multiple services non-judgmental, quality clinical and such as: counselling services. • A cute Care Team (ACT) – Provides Our Services include: a single-entry point into mental health crisis and treatment services • Sc reening, testing and treatment across the Mackay, Whitsunday for sexually transmissible and Hinterland region. infections
40 • HIV rapid testing (results in 20 Sexual Assault Services minutes) Sexual Assault Services are available • HIV post-exposure prophylaxis (PEP) to men and women 16 years and over, who have ever experienced sexual • HIV pre-exposure prophylaxis (PrEP) assault at any time in their lives. • M anagement of HIV and Hepatitis B Our Services include: and C infections • Crisis counselling • Pregnancy testing • Indiv idual counselling and group • C ontraception including emergency programs contraception • Telephone counselling and support • Pap smears • T elehealth outreach service for • Transgender care clients in rural and remote locations • Sexual dysfunction • Information and referral. • Genital skin condition All counselling services are free and • Free condoms and lube confidential. • T raining, education and health Mackay Community Health, promotion programs 12 - 14 Nelson Street, Mackay 4740, Telephone (07) 4968 3919. • C onsultations and pathology are Medicare bulk-billed with consent Opening Times: Monday to Friday 8.00am - 4.30pm. Psychological support, assessment, intervention and advocacy: Disclaimer • R ecent/historical child sexual Mackay Base Hospital is grateful to the assault 16yrs and older advertisers who made this handbook • P eople who support SA survivors possible. However, an advertisement (parents/partners) in this handbook does not imply an endorsement by the Mackay Hospital • Transgender and Health Service, or Queensland • Sexual dysfunction Health. The information contained in • Trauma therapy this document applies primarily to the Mackay Base Hospital; however, may • Adju stment (STI/HIV diagnosis, also apply to other facilities within the MTOP) Mackay Hospital and Health Service. • Se xual and Reproductive Health Information in each facility may vary. Counselling. Any information that you require can be obtained by contacting the reception at each facility.
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Mackay Regional Financial and Migrant Settlement Program Wellbeing Programme ● (Financial Counselling and Financial Multicultural Community Located at Education) Program (World Café, Prep Ready Kids, ● English Classes) George Street Neighbourhood Centre Family Support Program ● 4 George Street, Mackay ● Safer Pathways for Culturally Good Beginnings Home Based Linguistically Diverse (CALD) Family Support Program Women Program Shakespeare Child and Family Centre ● ● 43 Shakespeare Street, South Mackay Integrated Family Support HUB Community Recovery Program (Playgroups, music therapy, ● information sessions) Seniors Friendship Group [email protected] ● ● PO Box 4112 Emergency Relief Program Volunteer Hub Mackay, Qld 4740
Office Hours: Monday to Friday 8:30 am to 3 pm
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1. Check your Blood Pressure 4. Maintain Normal Weight High blood pressure often gives no warning signs and it is If you or your children are too fat the chances of developing necessary to have it checked regularly by your doctor. High health problems are increased. Ask your doctor for a blood pressure sharply increases the risk of heart attack, sensible weight reducing diet or get the Heart Foundation's stroke and other conditions if it goes undetected and publication "Guide to Losing Weight." Bad food habits untreat-ed. With proper medical treatment this disease formed in childhood are hard to break in later life, so it is can be brought under control in most cases. important your children follow a healthy eating pattern. 2. Don't Smoke Smoking greatly increases your risk of heart attack. It is 5. Improve Physical Activity never too late to stop, as evidence shows that damage can Exercise should be fun not a chore. Choose a physical be very quickly reversed. Do not smoke cigarettes and activity you enjoy, make it a family affair, walk the dog, dis-courage your family and friends from smoking. cycle around the park, swim, play tennis, take the family for a sail. Exercise regularly, your doctor can tell you what kind 3. Reduce Blood Fats of activities will suit your age and physical condition. A high level of blood fats (cholesterol and/or triglycerides) increases the risk of heart attack. With 6. Have Regular Check-ups moderated changes in your diet, your blood fats can be Regular check-ups enable your doctor to detect and treat reduced to a safer level. This means reducing total fat intake, conditions that can lead to heart attack and other forms of particularly saturated fats, and cholesterol in rich foods. A heart and circulatory disease. balanced diet is necessary for good health. Ask your doctor for advice or contact the National Heart Foundation in your Heart Foundation State for information on nutritional guidelines for you and National Heart Foundation of Australia your family.
Six Ways to Beat Heart Attack 1. Check your Blood Pressure High blood pressure often gives no warning signs and it is Proudly serving local necessary to have it checked regularly by your doctor. 2. Don't Smoke families for more Smoking greatly increases your risk of heart attack. than 130 years 3. Reduce Blood Fats A high level of blood fats (cholesterol and/or triglycerides) increases the risk of heart attack. 4. Maintain Normal Weight If you or your children are too fat the chances of developing health problems are increased. 5. Improve Physical Activity Exercise should be fun not a chore. Choose a physical activity you enjoy, make it a family affair, walk the dog, cycle around the park, swim, play tennis, take the family for a sail. Exercise regularly, your doctor can tell you what kind of activities will suit your age and physical condition. 6. Have Regular Check-ups 189 Alfred Street, Mackay QLD 4740 Regular check-ups enable your doctor to detect and treat conditions that can lead to heart attack and other forms of Phone 07 4957 3248 heart and circulatory disease. www.mackayfunerals.com.au Heart Foundation National Heart Foundation of Australia