Royal Perth Hospital Patient information Guide

rph.health.wa.gov.au W h e r e t r a d i t i o n p l u s i n n o v a t i o n e q u a l s e x c e l l e n c e

Welcome to Royal Perth Hospital 1 Patient rights 3 During your stay 4

Whattoexpectfromourstaffontheward 4 Patientidentification:rightperson,rightplace,

rightprocedure 5 Findingyourwayaroundourhospital 5

AboriginalHealthLiaisonService 5 Interpreter services 6 Choosingwisely

– Understand your treatment options 6 Patient enquiries 6 Visitingtimes 7 Smoking 7 Alcoholanddrugs 8 Amenities 8

Vendingmachines 8 Patiententertainment 8 Telephones 9 Mobile devices 9 Cameras 9 Meal times 9 Pastoral Care Services (Chaplaincy) 10

Contents

Medical students 10 Feedback, compliments, complaints 11

Patient opinion 11 Transport information for your visitors 12

Public transport 12 Paidparking 13 Returning home 13

Dischargetime10am 13 CarersWA 14 Royal Perth Hospital Community Services 15

ConsumerAdvisory 15 RoyalPerthHospitalVolunteerServices 15 Royal Perth Hospital site map 18

Welcome to Royal Perth HospitalDuringyourstaywewouldlikeyoutounderstandeveryaspectof your care and be as comfortable as possible.

Thisbookletprovidesimportantinformationandwillhelpyoufeelsupportedduringyourstay.Itletsyouknowwhattoexpect,importantquestionstoaskyourtreatingteam,howtobeinvolvedinyourcare,aswellaswhatservicesandamenities are available for you and your visitors.

Ourstaffareheretohelpandarecommittedtoprovidingyoutheverybestsafe,highqualityhealthcare.Iencourageyoutospeaktoyourtreatingteamshouldyouhaveanyspecialrequirements or need any further information about your stay.

Royal Perth Hospital is a part of the Royal Perth Bentley Group,andisrenownedforcontributingtoinnovationandexcellence in medical research and patient care. As a partner ofChoosingWiselyAustralia,wearecommittedtoreducingunnecessaryteststhatmaytakeplace,andeducatingyouonhowtohaveanopenconversationwithyourdoctoraboutyour treatment plan.

AsapartofourambitiontobecomeAustralia’sSafestHealthcareGroup,weaimto: Deliver what matters mosttoourcommunitywith

skillandcompassion. Provide consistent high quality care that patients

wouldrecommendtotheirfamilyandfriends. Distinguishourselvesastheemployerofchoicewho

fosters a culture of continuous improvement amongstaff.

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Be a leader in clinical excellence that translates to no patient harm.

Wealwaysliketohearaboutyourhospitalexperience,sopleasereachouttouswithyourfeedback.

Iwishyouwellinyourrecovery.

Dr Aresh Anwar Executive DirectorRoyal Perth Bentley Group

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PatientrightsAllpatientsandotherpeopleusingWesternAustralianpublichospitals,includingconsumers,familiesandcarershavearighttoreceivethehighestpossiblestandardofphysicalandmentalhealthregardlessofage,genderorculturalbackground.

What you can expect from Royal Perth Bentley Group (RPBG).

AllpatientsatRPBGhavethefundamentalrightto:

Access–servicesthatwilladdressyourhealthcare needs.

Safety–receivesafeandhighqualitytreatmentbased on your individual health needs

Respect–tobeshownrespect,dignityand consideration for your privacy and personal or cultural needs

Communication–beinformedaboutservices, treatment,optionsandcostsinaclearandopenway.

Participation – be included in decisions and choices about your care

Comment–compliment,commentorcomplain aboutthehealthcareyoureceive,andtobegiven informationabouthowtolodgeacomplaint,without compromisingyourhealthcare.

Formoreinformationandsupportaboutpatientrightsandresponsibilitiespleasespeakwithyourwardstaff.

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DuringyourstayRoyalPerthHospital(RPH)iscommittedtoprovidingthehigheststandardofserviceandcaretoallofourpatients.Weexpectourstaffbeconsiderate,courteousandrespectfultoourpatientsandtheircarer’s,aswellastoeachother.

ThisbookletwillprovideyouwithimportantinformationtohelpyoufeelcomfortableandsupportedduringyourtimeatRPH.

Pleaseaskamemberofstaffifyourequireanyfurtherinformation.

What to expect from our staff on the wardPlease advise your Admission’s nurse if you have any special needs,suchashearingorvisionimpairments,dietaryrequirements,oranyotherdisability.

Itisimportantthatyoudiscusswithusifyou,yourfamilymember,orsomeoneyoucareforhasadisabilityasthereareservicesavailablethatwecanoffertoprovideyouwiththehighestqualityhealthcareavailable.

You can also contact the Social Work Department on 9224 2711 for more information.

Ifyouhaveacarerisitimportantyoutellussothatwecanincludetheminyourcareanddischargeplanning.

Foryoursafetywealsoaskthatyouinformthenursingstaffbeforeleavingthewardatanytime.Werequestthatyoudonotleavethehospitalpremiseswithoutthepermissionofyourdoctor.

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Patient identification: right person, right place, right procedureTheplasticidentification(ID)bandyoureceiveduringyouradmissionmustbewornatalltimesduringyourhospitalstay.

Youcanexpectourstafftocheckyourdetailsregularly;thisincludesyourIDband,fullname,dateofbirthandotheridentifyinginformation.Thoughthismayseemfrustratingandrepetitiveitwillensureweareprovidingthecorrecttreatmentand care on every occasion.

Finding your way around our hospital PleasevisittheconciergelocatedattheVictoriaStreetentrancefordirectionsonhowtofindspecificareas.

Interactiveway-findingkiosksthatprovidepublicaccesstoanelectronic map system can be found near entrances and our friendlyvolunteerswillalsobeavailabletohelpyoufindyourway.

Aboriginal Health Liaison ServiceAboriginalHealthLiaisonOfficerscanassistyouwithanyconcernsthatyoumayhaveduringyourstayatRPH.Theysupportyourculturalneedsandofferguidancetoensurethatyou are as comfortable as possible at our hospital.

Aboriginal Health Liaison Office (AHLO)Telephone:92242711Location:Level3,SouthBlock,(VictoriaSquareentrance,nexttotheenquiriesdesk).

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Interpreter servicesInterpreterservicesareavailableifEnglishisnotyourfirstlanguage.Professionalinterpretersareavailabletoassistonsite or over the telephone.

Askyournurseformoreinformationonhowtoaccessinterpreter services.

Choosing Wisely – understand your treatment options ChoosingWiselyAustraliaiscommittedtoreducingunnecessarytestsandprocedurestakingplaceinhospitals.Asachampionorganisationofthisinitiative,weencourageyoutoaskyourtreatingteamthefollowingquestions,tohelpmakeaninformed decision about your treatment options.

1. DoIreallyneedthistest,treatmentorprocedure?

2. Whataretherisks?

3. Aretheresimpler,saferoptions?

4. WhathappensifIdon’tdoanything?

5. Howlongwillittakemetorecover?

Patient enquiriesDetailsaboutyourconditionwillbeprovidedbyhospitalstafftoyour nominated next of kin only.Youwillbeaskedtoupdateyournextofkindetailsoneachadmission.

Friendsorrelativesshouldcontactyournextofkindirectlyforinformationspecifictoyourcondition.

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Visiting times Familyandfriendsarewelcometovisit.Generally,visitinghoursat RPH are from 8am to 8pm daily. A rest period across most wardsoccursbetween1pm – 2pmdailywhenvisitorswillnotbepermitted.Forthecomfortofallpatientswerequestthatyou limit the number of visitors to a maximum of three at any one time.

Visitinghoursandrestperiodsonindividualwardsdovarycheckwithwardstaffforfurtherinformation.

Someareashaverestrictedvisitinghours,theseincludethe:

Intensive Care Unit (ICU)–checkwiththenursingstaffaboutthespecificvisitinghoursforICUpatients.

State Trauma Unit – a rest period for all patients occurs between1pm–3pm,novisitorsareallowedduringthistime.

SmokingSmokingisnotpermittedatRPH.Patients,staffandvisitorsarenotallowedtosmokewithinfivemetresofalldoorwaysandairvents;someexceptionsaremadeformentalhealthpatients.

Uponadmissionyouwillbeassessedfornicotinedependenceandmaybeofferednicotinereplacementtherapytomanagecravingsandotherphysicaleffectsofnicotinewithdrawal.

Pleaseadviseourstaffifyouareasmokersothattheycandiscussyouroptionswithyou.

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Alcohol and drugsAlcoholanddrugsarenotpermittedinRoyalPerthBentleyGroup,RPHoronanyotherhealthservicecampus.

AmenitiesThere are a number of services available to you and your visitors atourhospital.ThesecanbefoundintheLevel3,SouthBlockandinclude:cafés,dining,newsagent,ATM,andflowerandgiftshop.

Opening hoursVictoria’scoffeeshop:6:30am–7:30pmLittleVictoria’scoffeeshop:6:30am–7:30pmSnacks:7am–6pmSandwichdeli:9am–2pmCarvery:11:45am–2pmand4:30pm–7pm

Vending machinesDrinksandsnackscanbeaccessed24hoursadayfromvendingmachineslocatedontheLevel3,WellingtonStreetoverpass and at other locations around the hospital.

Patient entertainmentAbedsideradioisprovidedfreeofcharge.

Most patient rooms have televisions and the service is available onadailyorweeklyrentalbasisthroughanexternalcompany.Hirecanbearrangedthroughthehospitaltelevisionrentalrepresentativewhovisitsthewards.Rentalvendingmachinesareavailableonmostwardsandacceptcashorcreditcards.

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TelephonesBedsidetelephonesareavailableandyoucanreceiveincomingcallsatnocost.Foroutgoingcallsphonecreditcanbepurchasedviathehandpieceusingyourcreditcard,orpre-paidpatient phone cards. These can be purchased from the hospital televisionrentalsrepresentativewhovisitsthewardsdaily.

Mobile devicesYouandyourvisitorsmayusemobilephonesanddevices,suchasiPadandtablets,butpleaserefrainfromdoingsoinpatientareas,orwhensignsindicatethatmobiledevicesarenottobeused.

WiFiisnotavailableatourhospital,pleasebeawareyouwillberequiredtosupplyyourownmobileinternetdevice.

Forthecomfortofotherpatientsthesoundonradio,televisionandmobiledevicesshouldbekeptlow,orputonsilent.

CamerasThe use of cameras is strictly prohibited in some areas. You and yourvisitormustcomplywiththesignsdisplayed.

Whenusingcamerasinotherareasofthehospitalpleaseberespectful of others.

Ourstaffandyourfellowpatientshavearighttorefusetobephotographedorvideorecorded.

Meal timesOurmealsarepreparedonsitetocaterforalargenumberofdietary or cultural requirements.

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Ifyouhaveanyspecialdietaryneedspleaseletyournurseknow.Mealsareservedduringthefollowingtimes:

Breakfast:7am–7:30amLunch: 11:45am–12:15pmDinner:4:45pm–5:15pm.

Achoiceofhotandcolddrinksareavailableatmorningandafternoontea,andsupper.

PastoralCareServices(Chaplaincy)ThePastoralCareServiceisavailabletoyou,yourvisitorsorcarers.TheservicecaterstoallspiritualandreligiousbeliefsandislocatedonLevel3,BBlock(nearPhysiotherapy).AMuslimprayerroomislocatedonthegroundfloorofAinslieHouseonMurrayStreet.

Chaplainsvisitthewardsonaregularbasisandpastoralcareisofferedtopatients,theirfamiliesandstaff.

Pastoral Care Services office Telephone:92242482

Medical studentsAsRPHisateachinghospital,themedical,nursingandalliedhealthstafftreatingyoumayhavestudentsworkingwiththem.Itispossiblethatyouwillbeaskedtodiscussdetailsofyourconditionandundergoanexaminationbythestudents.

Youhavetherighttorefuseexaminationbystudentsatanytime.

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Feedback,compliments,complaintsOurstaffareavailabletolisten,helpandassistyouinprovidingfeedback.Theycanprovidesupportandinformationaboutpatientrightsandresponsibilities.

Wewelcomeallpatientandvisitorfeedbacktohelpwiththecontinuousimprovementofourservices.Inthefirstinstanceyouareencouragedtotalkwiththestaffmemberinvolvedortoaseniormemberofstaffinyourward/area.

Allfeedback,complimentsandcomplaintsaretakenseriouslyandifyourcomplaintcannotberesolvedatwardlevelyoucan contact the RPBG Consumer Engagement Unit. Your feedbackcanbegiveninwriting,viaemail,overthephone,inperson,orthroughthePatientOpinionplatform.

Royal Perth Bentley Group Consumer Engagement UnitOpen Monday to Friday, 8am – 4pmPhone:92241637Email:RPBG.Feedback@health.wa.gov.au Location:Level3,ABlock(nexttoVictoria’sCafé)

Patient OpinionShare your experience with us and help us make our health service better! PatientOpinionisanonlineplatformwhichallowsyoutoprovidefeedbackaboutyourexperiencewithourhospitalorhealthservice.

Bysharingyourstoryourleadersandstaffcanlearnfromyour

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experienceanddiscusswithyouhowithashelpedustoimproveourdeliveryofcareandservices,andifwegotitrightandyoureceivedamazingcarepleaseletusknow!

https://www.patientopinion.org.au/

SurveyYoumightreceiveasurveyinyourletterboxafterreturningfromhospital.Ifyoudo,pleasetakethetimetocompleteit.Youandyourfamiliesfeedbackmakesadifferenceandwillhelpustoprovide better care.

Transport information for your visitorsPublic transport TheclosesttrainstationtoourhospitalisMcIverStation,directaccessisavailablethroughtheNorthBlockWilsonsmulti-storeycarparkonMooreStreet.

Buses and Central Area Transit (CAT) bus stops are located directlyoutsidetheWellingtonStreetentranceonMurrayStreet,withYellowandRedCATservicesrunningevery5–15minutes.

During large scale events at the Optus Stadium closures will occur at McIver and Claisebrook Stations and will affect access to the hospital.DuringthistimereplacementbusseswilloperatebetweenEastPerthStationandPerthBusport.

VisittheTransperthwebsite www.transperth.wa.gov.au or call 13 62 13 for individual public transport options.

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Paid parking for your visitorsRoyal Perth Hospital does not manage carparking.PaidparkingisavailabletovisitorsandpatientsattheMcIverTrainStationWilsonsmulti-storeycarparkonMooreStreet.

VisitorsareencouragedtousethemeterparkingorticketparkingavailableatVictoriaSquare,GoderichStreet,LordStreetandWellingtonStreet.Pleasereadthepostedsignscarefullyastimelimitsapplyandsomeareasareclearwaysduringcertainperiods of the day.

FormoreinformationvisittheCityofPerthparkingwebsite.www.cityofperthparking.com.au.

ACROD parking bayscanbefoundonthegroundlevelandlevel3oftheWilsonsmulti-storeycarparkonMoorestreet.ThereisalsolimitedACRODparkingatVictoriaSquare.

ReturninghomeDischarge time 10amTheofficialtimeofdischargefromthewardis10am.Yourfriendsandfamilycanassistyoubyorganisingtransportaheadoftime.Onceyouarereadyfordischargeyoumaybetransferredtothetransitlounge,locatedLevel3,ABlocktowaitforyourfamily,carer or friend to collect you.

Beforeyourexpecteddeparturedate,youshouldbegintoconsiderthefollowingquestiontoensureyourreturnhomeiscomfortable and stress free.

DoIhavesomeonetopickmeup? DoIneedamedicalcertificateformyemployer?

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DoIhavesomeonetopickmeup?DoIhavemy dischargeletter,medications,specialistequipmentand x-rayspreviouslybroughtin?

DoIneedfollow-upappointments? Do I require additional health support or rehabilitation

serviceswhenIreturnhome? HaveIreceivedinformationaboutmypost-hospitalcare?

CarersWACarersWAisanot-for-profitorganisationandthepeakbodyrepresentingcarersthatcareforsomeonewhohasadisability,chronicillness,mentalillnessorwhoiselderlyorfrail.

Servicesincludecounselling,educationandtraining,adviceandrepresentation,socialandpeersupport,theYoungCarerProgram,andthePreparetoCarehospitalprogram.

If you are admitted to hospital please advise your nurse or social workerassoonaspossibleifyouareacarer.Theywillensurethepersonyoucareforisprovidedwithongoingsupport.

RPH Social Work Department Phone:92242711Ifyouarecaringforafamilymemberorfriendwhohasbeenadmittedtothehospital,pleaseaskyourwardstaffforaPrepare to Careresourcepack.IfyouarecurrentlycaringforsomeonewhoisnotapatientatthehospitalyoucanstillcallCarersWAtoregisterforafreeCarerSupportKit.

Formoreinformationcall1300CARERS(1300227377)orgotowww.carerswa.asn.au

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Royal Perth Hospital community servicesWearecommittedtoinvolvingconsumersandcommunitygroupsinourserviceplanninganddeliverytoensurewebuildservicesthat are suitable for all members of our diverse community.

Consumer Advisory AConsumerAdvisoryCommitteeandAboriginalConsumerAdvisory Groups have been established to help us better understand the consumer experience. They provide support and guidanceonrelevantissuestoimprovethehospitalexperienceforpatients,consumers,theirfamiliesandtheircarers’.

For further information contact the RPBG Director Consumer Engagementon92242312.

Volunteers Friends of Royal Perth HospitalThevolunteergroup,FriendsofRoyalPerthHospital,wassetupin1959andremainsanintegralpartofRoyalPerthHospital.TheFriendsoperatetheFriendsShop,locatedonLevel3,neartheVictoriaSquareentrance,aswellasthetrolleyservice,andmanyotherservicesforpatients,visitorsandstaff.

Voluntary Transport AssociationTheVoluntaryTransportteamisalifelineforpatientswhohavenootherwayofgettingtoourhospital.TheteampickupanddropoffpatientsatWellingtonStreetOutpatientClinic,andhelptransferpatients from their vehicle to their hospital appointment.

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Forget me NotsThe‘ForgetMeNots’areadedicatedgroupoftrainedvolunteers,whooffercomfortandsupporttopatientswithcognitiveimpairment,specificallydementiaanddelirium.

Volunteersprovidepatientswithafriendlyface,emotionalsupportandpracticalassistanceatatimewhentheyneeditmost.Thisperson-centredcarecanreducepatients’anxietyanddistresslevelsinanunfamiliarenvironment,whichcanassistwithrecovery.

Furtherinformationabouttheprogramisavailableat www.rph.wa.gov.auorbycontacting Elaine.Newman@health.wa.gov.au

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Royal Perth Hospital197WellingtonStreet,PerthWA6000Email:RPBG.Feedback@health.wa.gov.au

www.RPH.health.wa.gov.au General enquiries 9224 2244

Royal Perth Hospital site map

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Royal Perth Hospital site map

Cathedral

Moore StMoore St

Wittenoom St

Royal St

Lord St

tS d

r oL

Wellington St

Murray St

Pier St

Goderich St

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G2

G1

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E D

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J

HG1

G2

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L

B

K M N

P

ABlock Q

Block

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BlockR

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Royal Perth Hospital

W h e r e t r a d i t i o n p l u s i n n o v a t i o n e q u a l s e x c e l l e n c e © State of Western Australia, East Metropolitan Health Service 2017 RPH M170510001

rph.health.wa.gov.au

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rph.health.wa.gov.au healthywa.wa.gov.au

© CopyrighttothismaterialisvestedintheStateofWesternAustraliaunlessotherwiseindicated.Apartfromanyfairdealingforthepurposesofprivatestudy,research,criticismorreview,aspermittedundertheprovisionsoftheCopyrightAct1968,nopartmaybereproducedorre-usedforanypurposeswhatsoeverwithoutwrittenpermissionoftheStateofWesternAustralia.