Your stay with us

On arrival and discharge, please make sure to report to our main reception.

We constantly measure our patients’ satisfaction with regard to the care and services they receive, and we seek ways to improve how we meet their expectations. As a patient or former patient, you may be asked to respond to a questionnaire designed to measure your level of satisfaction with our hospital facilities or services. We hope you will take the few minutes required to complete the survey. Your comments are important to us. Customer satisfaction is one of our top priorities.

Our amenities

Northpark Private Hospital is a modern facility. We have both private and shared rooms each with an ensuite. Our private and shared rooms have personal bedside televisions, with radio, telephones and nurse call facilities. Local calls are free of charge, and phone cards can be purchased for mobile or STD calls.

Patient Fees

Private health insurance is recommended. Northpark Private Hospital is recognised by all major health funds. Out of pocket costs, excess payments, border’s fees and other miscellaneous charges might apply, depending on the type and level of health insurance cover that you have purchased. We recommend that you check your cover with your health fund prior to treatment. Private payments are also accepted, and quotations can be obtained by contacting the Front Office Manager.

All out of pocket payments, including excesses, are required to be paid on admission to hospital. You may pay your account with cash, credit card, EFTPOS or bank cheque. We are unable to accept personal cheques.

Please ensure that you check out at the front desk when being discharged so that you can settle any outstanding amounts for medication, partner’s meals etc.

If you have been admitted under a claim through Workcover, TAC or Veteran’s Affairs, Northpark Private Hospital is required to have written approval prior to your admission.

Northpark Private Hospital’s front office staff will be pleased to answer any questions you may have in relation to cost on (03) 9467 6022.

Veterans

Northpark Private Hospital is very proud to acknowledge our Veterans.

Please identify yourself and staff will inform our Veteran’s Liaison Officer who is available to assist with any needs or enquiries. A visit from the RSL can be arranged if desired by you.

Each year Northpark Private Hospital conducts an ANZAC Day Service and all past Veteran patients are invited to attend the commemorative service.

Student Nurses and Allied Health Students

Each year Northpark Private Hospital selects a range of promising students for clinical training and experience in our facility.

You have the right to refuse to be cared for by a student and are asked to please make the nurse in charge aware of this as soon as possible on admission. All Students are clearly identified with their university / college name badge. A clinical teacher or supervisor will attend with each group and monitor individual students.

Our expectation is that a student will be introduced to you by their clinical teacher who has previously asked your permission to be attended by a student.

Staff Identification

All Northpark Private Hospital staff are required to wear an identification badge which indicates their name and title. There are various types and colours of uniforms worn by our staff depending on their role. From time to time external practitioners may attend to you (i.e. Physiotherapists, Pathology, Radiology etc.) Please do not hesitate to request a staff member’s name or ask questions about their qualifications or role. No offence will be taken, and we would much prefer that you feel safe and secure in our environment and not have any concern about who is caring for you.

Public Transport

Tram and bus stops are located on Plenty Road and provide reliable and convenient access to and from the hospital. Please ask the front desk to order a taxi for you should you require one.

Meals

There are a variety of meals and menu types available to suit individual needs (i.e. diabetic, vegetarian, food allergies and cultural requirements). Menus follow a two-week cycle and are designed to meet the needs of patients on a somewhat restricted diet due to bed rest and clinical conditions. Please speak to your nurse if you require a special diet.

In certain circumstances visitors / relatives may purchase a meal, please discuss this with a member of staff at reception. Light refreshments and snacks / coffee are available from the café located near the main foyer.

Patients must inform staff if their relatives are going to bring in meals that have not been prepared in the hospital. The hospital must abide by strict food safety guidelines in respect to the storage, handling and reheating of this food. There are also clinical reasons for notifying nursing staff about this food as dietary intake may be monitored as a very important aspect of your care.

Mail

Incoming mail is sorted and distributed each weekday. Mail for discharged patients will be readdressed and forwarded. Stamped mail may be handed to reception staff for posting.

Items recommended for your stay

The following items are required for your stay in hospital:

Soap
Toothbrush & toothpaste
comb/brush
shaving accessories
tissues and personal hygiene items including incontinence aids.
Dressing gown, nightwear and slippers (preferably with toes and heels enclosed for safety) or if you prefer, light clothing.
A small amount of money for newspapers, telephone calls and personal items.
A small number of personal items for those staying for a longer time.
A specific list of items required may be obtained from the Maternity and Mother/Baby Unit.

Interpreter Services

To assist with communication, phone interpreters can be arranged for non-English speaking patients and/or their carers. A fee may be charged to patients for this service. Please notify your nurse if this service is required.

Informed Consent

By coming to the hospital, you have implied consent to treatment by the hospital staff. Certain procedures such as operations, the administration of anaesthetics and some tests require your specific consent in writing. If you have not already signed a consent form for an operation or procedure prior to your admission, you will be asked to do so on admission to the ward.

It is important that you understand what is involved before you give consent. If necessary, an interpreter can be arranged if you do not understand what you are being asked to sign. If you have any queries do not hesitate to ask your doctor.

Patient Valuables

Patients are asked to leave valuables at home. If you inadvertently arrive with jewellery, large amounts of money or any other valuables, please ask family members to take them home. If this is not possible, please let the Unit Manager of your ward know so that valuables can be recorded and secured.

Pastoral Care

Ministers of religion are available and will visit you upon request. Requests can be made to nursing staff.

Children - Information for Parents

Northpark Private Hospital provides a very caring service for small children who require minor surgical procedures. Our service is designed to ensure that both the needs of children and their parents are considered during this stressful time.

A tour of the hospital (prior to the day of admission) can be arranged if you believe that your child would benefit from it. Not all children benefit from visiting, but some do like the sense of involvement and control that it can bring. We work very hard to make these visits a pleasant experience for children and endeavour to have them meet the staff whose friendly faces they will see again on the day of admission. Please speak to the Front Office Manager if you would like to arrange a visit.

A specific nurse will be assigned to the care of your child on admission. When it is time for your child to go to theatre, you will be able to accompany the nurse and go to theatre with your child. When your child awakes in the recovery area you can be present so that they see you as they awake. Tea and coffee facilities are available for your convenience. A recliner chair will be provided for your comfort if your child requires an overnight stay. Often, a small child sleeps in a cot, and this will free up the bed in their room for your use. You are welcome to use the ensuite to freshen up and we will do our best to make you comfortable during your stay with us. A parent staying with a child under 12 attracts no cost, however additionally family members may be charged meal or accommodation fees. Please speak to the Front Office Manager to clarify this situation. Discharge time is before 10am unless otherwise advised. Discharge medications or a script (as ordered) will be given to you prior to leaving. We would be pleased if you would complete a satisfaction survey prior to discharge to let us know if our efforts met your expectations.

Operation and Procedure Times

One of our most frequently answered questions is “what time is my operation”. It is difficult for our staff to provide an accurate time. This is due to the fact that the order of patients on an operating list and procedure times are decided by the surgeon and hospital based on clinical need. If emergencies arise, these times and orders can change. We will do our best to indicate an approximate time and will advise you of any delays should they occur.

Admission Processes

On admission to your ward, the following process can be expected:

The ward support staff will:

orientate you to your room and bathroom facilities and inform your nurse of your admission.

Your nurse will:

take your observations and a medical health summary
obtain information for your safety risk assessment
discuss discharge plans
document and store your current medications
document and store if necessary the valuables you have brought into hospital if not able to be given to relatives to take home
prepare you for your operation if so required
inform your doctor of your admission as necessary
discuss any special dietary requirements

There are other processes that are specific to certain areas such as Maternity, Mother/Baby Unit, Psychiatric Unit and the Medical / Surgical Unit.

Medical / carer certificates are completed by your doctor. Please let us know as soon as possible if you will require a certificate.

Motels

Northpark Private Hospital provides care for many patients from rural areas. From time to time relatives will require local accommodation whilst their loved one is in hospital. The closest motels are as follows:

The Parkside Motel is located at 1045 Plenty Road, Bundoora
Ph: (03) 9467 3344.

Best Western Mill Park Motor Inn is located at 14 The Link Mill Park
Ph: (03) 9407 9500.

Mobile Telephones

Mobile telephones must not be used in the facility. They can interfere with patient monitoring equipment. A public telephone is located in the main foyer. Calls from inpatient telephone to mobile phones attract a charge which must be paid on discharge. A telephone card can be purchased from the main reception desk.

Electrical Items

It is not recommended that patients bring in electrical items, for example hair dryers, electric shavers and radios.

If there is an electrical item that you will require during your stay, our Maintenance Department are required to check the equipment prior to usage.

Patients may use computers but there is no provision for Internet access. There is no responsibility accepted by the hospital for loss or damage to your personal computer.

Hairdressing Services

A hairdressing service is available to patients at their own cost. The hairdresser visits routinely once a fortnight or by appointment. Please ask a member of staff if you would like to arrange a visit from the hairdresser.

Infection Control

Northpark Private Hospital has a comprehensive Infection Control Management Plan and, as required, this is submitted annually to the Department of Human Services.

Discharge Procedure

According to your recovery, your doctor will inform the nursing staff when you are ready to be discharged. They will help you make necessary personal arrangements.

Discharge time is prior to 10.00am.

You will be asked to stop at Front Reception on the way out to ensure all accounts are settled on the day of discharge.

Before discharge please remember to:

Collect medication brought in to the hospital, as well as any new medications commenced during your stay.
Take home all x-rays/videos
Collect details of doctors appointments and /or letters
Discharge information / instructions

If you have any transport problems, please advise the staff caring for you as soon as possible.

Doctor’s Rounds

Your doctor will visit you at various times during your hospital stay. It is therefore recommended that any questions you may have for your doctor be noted prior to their visit. It’s best to write these questions down so you don’t forget.

Complaints and Compliments

We enjoy receiving compliments about the service we provide in all departments at Northpark Private Hospital.

Likewise, it is also very important to us that we hear of any concerns or complaints that you want to make about the service you have received.

A complaint provides us a chance to reflect on our service and an opportunity to improve the care that we provide in the future.

Please be assured that there are no repercussions whatsoever if you make a complaint. The complaint is not stored in a patient file and is kept with the Patient Liaison Officer.

There are many ways to express your concern or complaint and they are:

In person:

to your nurse or nurse in charge of the shift
to the Unit Manger of your ward
to the Patient Liaison Officer
to the General Manager

In writing:

Request a Patient satisfaction survey
Letter to the General Manager or Director of Nursing

Allergies

To protect your safety, please advise medical and nursing staff if you are allergic to specific drugs, medication or any items including:

Prescription medications
Non prescription medications
Complimentary, natural and off the shelf therapies
Tapes, dressing, plaster or bandaids
Food
Latex



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Healthscope Hospitals Medical Centres GP Clinics Skin Clinics Community Programs Human Pathology Advanced Pathology Veterinary Pathology Australia New Zealand Commercial Pathology Functional Pathology	Your stay with us On arrival and discharge, please make sure to report to our main reception. We constantly measure our patients’ satisfaction with regard to the care and services they receive, and we seek ways to improve how we meet their expectations. As a patient or former patient, you may be asked to respond to a questionnaire designed to measure your level of satisfaction with our hospital facilities or services. We hope you will take the few minutes required to complete the survey. Your comments are important to us. Customer satisfaction is one of our top priorities. Our amenities Northpark Private Hospital is a modern facility. We have both private and shared rooms each with an ensuite. Our private and shared rooms have personal bedside televisions, with radio, telephones and nurse call facilities. Local calls are free of charge, and phone cards can be purchased for mobile or STD calls. Patient Fees Private health insurance is recommended. Northpark Private Hospital is recognised by all major health funds. Out of pocket costs, excess payments, border’s fees and other miscellaneous charges might apply, depending on the type and level of health insurance cover that you have purchased. We recommend that you check your cover with your health fund prior to treatment. Private payments are also accepted, and quotations can be obtained by contacting the Front Office Manager. All out of pocket payments, including excesses, are required to be paid on admission to hospital. You may pay your account with cash, credit card, EFTPOS or bank cheque. We are unable to accept personal cheques. Please ensure that you check out at the front desk when being discharged so that you can settle any outstanding amounts for medication, partner’s meals etc. If you have been admitted under a claim through Workcover, TAC or Veteran’s Affairs, Northpark Private Hospital is required to have written approval prior to your admission. Northpark Private Hospital’s front office staff will be pleased to answer any questions you may have in relation to cost on (03) 9467 6022. Veterans Northpark Private Hospital is very proud to acknowledge our Veterans. Please identify yourself and staff will inform our Veteran’s Liaison Officer who is available to assist with any needs or enquiries. A visit from the RSL can be arranged if desired by you. Each year Northpark Private Hospital conducts an ANZAC Day Service and all past Veteran patients are invited to attend the commemorative service. Student Nurses and Allied Health Students Each year Northpark Private Hospital selects a range of promising students for clinical training and experience in our facility. You have the right to refuse to be cared for by a student and are asked to please make the nurse in charge aware of this as soon as possible on admission. All Students are clearly identified with their university / college name badge. A clinical teacher or supervisor will attend with each group and monitor individual students. Our expectation is that a student will be introduced to you by their clinical teacher who has previously asked your permission to be attended by a student. Staff Identification All Northpark Private Hospital staff are required to wear an identification badge which indicates their name and title. There are various types and colours of uniforms worn by our staff depending on their role. From time to time external practitioners may attend to you (i.e. Physiotherapists, Pathology, Radiology etc.) Please do not hesitate to request a staff member’s name or ask questions about their qualifications or role. No offence will be taken, and we would much prefer that you feel safe and secure in our environment and not have any concern about who is caring for you. Public Transport Tram and bus stops are located on Plenty Road and provide reliable and convenient access to and from the hospital. Please ask the front desk to order a taxi for you should you require one. Meals There are a variety of meals and menu types available to suit individual needs (i.e. diabetic, vegetarian, food allergies and cultural requirements). Menus follow a two-week cycle and are designed to meet the needs of patients on a somewhat restricted diet due to bed rest and clinical conditions. Please speak to your nurse if you require a special diet. In certain circumstances visitors / relatives may purchase a meal, please discuss this with a member of staff at reception. Light refreshments and snacks / coffee are available from the café located near the main foyer. Patients must inform staff if their relatives are going to bring in meals that have not been prepared in the hospital. The hospital must abide by strict food safety guidelines in respect to the storage, handling and reheating of this food. There are also clinical reasons for notifying nursing staff about this food as dietary intake may be monitored as a very important aspect of your care. Mail Incoming mail is sorted and distributed each weekday. Mail for discharged patients will be readdressed and forwarded. Stamped mail may be handed to reception staff for posting. Items recommended for your stay The following items are required for your stay in hospital: Soap Toothbrush & toothpaste comb/brush shaving accessories tissues and personal hygiene items including incontinence aids. Dressing gown, nightwear and slippers (preferably with toes and heels enclosed for safety) or if you prefer, light clothing. A small amount of money for newspapers, telephone calls and personal items. A small number of personal items for those staying for a longer time. A specific list of items required may be obtained from the Maternity and Mother/Baby Unit. Interpreter Services To assist with communication, phone interpreters can be arranged for non-English speaking patients and/or their carers. A fee may be charged to patients for this service. Please notify your nurse if this service is required. Informed Consent By coming to the hospital, you have implied consent to treatment by the hospital staff. Certain procedures such as operations, the administration of anaesthetics and some tests require your specific consent in writing. If you have not already signed a consent form for an operation or procedure prior to your admission, you will be asked to do so on admission to the ward. It is important that you understand what is involved before you give consent. If necessary, an interpreter can be arranged if you do not understand what you are being asked to sign. If you have any queries do not hesitate to ask your doctor. Patient Valuables Patients are asked to leave valuables at home. If you inadvertently arrive with jewellery, large amounts of money or any other valuables, please ask family members to take them home. If this is not possible, please let the Unit Manager of your ward know so that valuables can be recorded and secured. Pastoral Care Ministers of religion are available and will visit you upon request. Requests can be made to nursing staff. Children - Information for Parents Northpark Private Hospital provides a very caring service for small children who require minor surgical procedures. Our service is designed to ensure that both the needs of children and their parents are considered during this stressful time. A tour of the hospital (prior to the day of admission) can be arranged if you believe that your child would benefit from it. Not all children benefit from visiting, but some do like the sense of involvement and control that it can bring. We work very hard to make these visits a pleasant experience for children and endeavour to have them meet the staff whose friendly faces they will see again on the day of admission. Please speak to the Front Office Manager if you would like to arrange a visit. A specific nurse will be assigned to the care of your child on admission. When it is time for your child to go to theatre, you will be able to accompany the nurse and go to theatre with your child. When your child awakes in the recovery area you can be present so that they see you as they awake. Tea and coffee facilities are available for your convenience. A recliner chair will be provided for your comfort if your child requires an overnight stay. Often, a small child sleeps in a cot, and this will free up the bed in their room for your use. You are welcome to use the ensuite to freshen up and we will do our best to make you comfortable during your stay with us. A parent staying with a child under 12 attracts no cost, however additionally family members may be charged meal or accommodation fees. Please speak to the Front Office Manager to clarify this situation. Discharge time is before 10am unless otherwise advised. Discharge medications or a script (as ordered) will be given to you prior to leaving. We would be pleased if you would complete a satisfaction survey prior to discharge to let us know if our efforts met your expectations. Operation and Procedure Times One of our most frequently answered questions is “what time is my operation”. It is difficult for our staff to provide an accurate time. This is due to the fact that the order of patients on an operating list and procedure times are decided by the surgeon and hospital based on clinical need. If emergencies arise, these times and orders can change. We will do our best to indicate an approximate time and will advise you of any delays should they occur. Admission Processes On admission to your ward, the following process can be expected: The ward support staff will: orientate you to your room and bathroom facilities and inform your nurse of your admission. Your nurse will: take your observations and a medical health summary obtain information for your safety risk assessment discuss discharge plans document and store your current medications document and store if necessary the valuables you have brought into hospital if not able to be given to relatives to take home prepare you for your operation if so required inform your doctor of your admission as necessary discuss any special dietary requirements There are other processes that are specific to certain areas such as Maternity, Mother/Baby Unit, Psychiatric Unit and the Medical / Surgical Unit. Medical / carer certificates are completed by your doctor. Please let us know as soon as possible if you will require a certificate. Motels Northpark Private Hospital provides care for many patients from rural areas. From time to time relatives will require local accommodation whilst their loved one is in hospital. The closest motels are as follows: The Parkside Motel is located at 1045 Plenty Road, Bundoora Ph: (03) 9467 3344. Best Western Mill Park Motor Inn is located at 14 The Link Mill Park Ph: (03) 9407 9500. Mobile Telephones Mobile telephones must not be used in the facility. They can interfere with patient monitoring equipment. A public telephone is located in the main foyer. Calls from inpatient telephone to mobile phones attract a charge which must be paid on discharge. A telephone card can be purchased from the main reception desk. Electrical Items It is not recommended that patients bring in electrical items, for example hair dryers, electric shavers and radios. If there is an electrical item that you will require during your stay, our Maintenance Department are required to check the equipment prior to usage. Patients may use computers but there is no provision for Internet access. There is no responsibility accepted by the hospital for loss or damage to your personal computer. Hairdressing Services A hairdressing service is available to patients at their own cost. The hairdresser visits routinely once a fortnight or by appointment. Please ask a member of staff if you would like to arrange a visit from the hairdresser. Infection Control Northpark Private Hospital has a comprehensive Infection Control Management Plan and, as required, this is submitted annually to the Department of Human Services. Discharge Procedure According to your recovery, your doctor will inform the nursing staff when you are ready to be discharged. They will help you make necessary personal arrangements. Discharge time is prior to 10.00am. You will be asked to stop at Front Reception on the way out to ensure all accounts are settled on the day of discharge. Before discharge please remember to: Collect medication brought in to the hospital, as well as any new medications commenced during your stay. Take home all x-rays/videos Collect details of doctors appointments and /or letters Discharge information / instructions If you have any transport problems, please advise the staff caring for you as soon as possible. Doctor’s Rounds Your doctor will visit you at various times during your hospital stay. It is therefore recommended that any questions you may have for your doctor be noted prior to their visit. It’s best to write these questions down so you don’t forget. Complaints and Compliments We enjoy receiving compliments about the service we provide in all departments at Northpark Private Hospital. Likewise, it is also very important to us that we hear of any concerns or complaints that you want to make about the service you have received. A complaint provides us a chance to reflect on our service and an opportunity to improve the care that we provide in the future. Please be assured that there are no repercussions whatsoever if you make a complaint. The complaint is not stored in a patient file and is kept with the Patient Liaison Officer. There are many ways to express your concern or complaint and they are: In person: to your nurse or nurse in charge of the shift to the Unit Manger of your ward to the Patient Liaison Officer to the General Manager In writing: Request a Patient satisfaction survey Letter to the General Manager or Director of Nursing Allergies To protect your safety, please advise medical and nursing staff if you are allergic to specific drugs, medication or any items including: Prescription medications Non prescription medications Complimentary, natural and off the shelf therapies Tapes, dressing, plaster or bandaids Food Latex
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