ABOUT YOUR STAY

Lakeview Private Hospital brings together the best medical professionals and the latest technical equipment to provide care of the highest quality − all set in a beautiful, modern environment. Our patients are our first priority and we are committed to delivering excellence in patient care through the philosophy of Patients First. This booklet has been prepared to provide you with everything you need to know as a patient at Lakeview Private Hospital. Please read it carefully and feel free to contact our admissions staff on 02 8624 5000 if you have any questions.

BOOKING IN

As soon as your doctor advises that your surgery will take place at Lakeview Private Hospital, please complete all the forms in this pack and return them at least fourteen days prior to your admission. Please return forms in person or by post to 17-19 Solent Circuit, Norwest 2153, fax to 02 8711 0577 or email admissions@lakeviewprivate.com.au. You must submit these forms so that we can reserve your place on the operating list.

RECEPTION HOURS

Mon - Fri 7:30am - 8:00pm
Sat - Sun 12:00pm - 8:00pm

VISITING HOURS

Day Surgery Unit: No visitor access
Surgical: 10:00am - 12:30pm daily, 3:00pm - 8:00pm daily
Rehab: 10:00am - 8:00pm daily

We ask visitors to check your individual therapy schedule prior to visiting. Unless visitors are to be trained in assisting the patient with their therapy or ongoing needs, we request that visits take place outside the therapy times.

COST & PAYMENT INFORMATION

Privately Insured Patients should confirm with their health fund prior to admission the following:

• Does my policy cover me for this procedure? Please be informed procedure item numbers should be given to the health fund to check if the policy will cover the hospital cost. (Procedure item numbers to be obtained from the Admitting Surgeon).
• Do I have excess or co-payments to be paid on my policy on admission for a day stay or overnight stay?
• If I stay longer than one night, am I required to pay additional co-payments for the extra nights?
• Does my policy exclude treatments such as cosmetic procedures, orthopaedic or any other exclusions on my policy?
• If any prosthetic or disposable items are to be used in surgery, will my health fund policy cover these items?

Please be informed that if you have been a member of your health fund for less than 12 months, your fund may not accept liability for the cost of this admission.

If you are not insured, you will be given an estimation prior to admission. This payment or any health fund gaps must be paid upon admission. Payment can be made using cash, bank cheque (in the name of 'Lakeview Private Hospital'), eftpos and most credit cards. During your time in hospital you may require the services of pathology, radiology, physiotherapy, ambulance, pharmacy and doctors involved in your care. In this case you will receive a separate account from the care provider.

PRE-ADMISSION CLINIC

Your doctor may require you to attend the Pre-admission Clinic prior to your surgery. If so, please make an appointment by phoning 02 8624 5000 between 8:30am and 3:30pm Monday to Friday and ask for the Pre-admissions Clinic. At your appointment, you will have the opportunity to ask questions about your surgery, recovery or rehabilitation.

YOUR ARRIVAL TIME

On the week day prior to your admission, a staff member from Lakeview Private Hospital will call you between 1:00pm and 7:00pm to advise you of your admission time and fasting details. If we have not contacted you by 6:30pm on the day prior to your admission (or the Friday prior if your surgery is on a Monday) please contact Lakeview Private Hospital on 02 8624 5000. Operating lists have to be carefully arranged in the appropriate order, and this information will not be available until then.

FASTING

Fasting means you must not take any food or fluids. Do not chew gum or smoke. This is vital for safety. You will be told for how long you must fast before your operation. Do not fast longer than this, as you may become very hungry and dehydrated. Brushing your teeth is encouraged. If the patient is a child, please ask Lakeview Private Hospital for specific instructions well before admission, as fasting times vary with age and the procedure.

YOUR OWN MEDICATIONS

Normally you should take all your medications at the usual time on the day of admission with water. However, there are some exceptions, including oral hypoglycaemics (tablets for diabetes) and insulin. Aspirin, clopidigrel (Plavix, Iscover) and other blood thinners are sometimes best stopped pre-operatively and you should ask your doctor about this. Bring your medications with you in their original boxes.

WHAT TO BRING

• Medications you are currently taking in their original containers, clearly labelled.
• X−rays and pathology test results requested by your doctor.
• Original Pre-admission forms (if not previously handed in).
• Overnight bag if required to stay overnight or in rehabilitation. If possible, arrange for a relative/friend to bring your overnight bag to you after your surgery.

VALUABLES

We recommend that you do not bring any unnecessary money, ATM Card or valuables with you as the hospital cannot accept responsibility for them. We ask that you remove all jewellery, makeup and nail polish before your arrival. Piercings will usually be taped but the decision to remove them will be made by the anaesthetist on the day. Wedding rings can be taped if you do not wish to remove them. Lakeview Private Hospital takes no responsibility for your mobile phone. These need to be switched off in Day Surgery and pre-operatively. There is a phone available at each bedside in the wards. Any valuables that you do bring will be at your own risk. Lakeview Private Hospital takes no responsibility.

ON THE DAY OF ADMISSION

Please arrive on time. (We suggest you don't arrive too early as it will prolong the waiting time for you). On arrival, please register in the Admission area. Once you have completed your paperwork and paid any outstanding amounts, you will be directed to the appropriate area. Newspapers are provided, but some reading material of your choice may be useful. We recommend you shower and wear comfortable, loose clothes and shoes. No deodorant or perfume to be worn.

DELAYS

Due to the nature of operations, occasionally delays are unavoidable. In the event of a delay, every effort will be made to ensure that you are not inconvenienced − if possible we will inform you of any delays before you leave home so you can delay your departure.

ANAESTHESIA CONSULTATION

Your anaesthetist will visit you after admission, ask questions to ascertain your fitness for anaesthesia and decide what kind of anaesthetic would be best suited for you. This may be a general, local, nerve block, sedation or a combination of these anaesthetic techniques. Please feel free to ask any questions concerning your anaesthetic, planned post-operative pain relief or fees for the service.

YOUR SURGERY/EXAMINATION AND RECOVERY

You will be taken to theatre by the anaesthetic nurse, placed on a bed or operating table and the anaesthetic will commence. At the completion of your procedure, you will be taken to the recovery room where our nurses will monitor your recovery and administer any pain-relieving and/or other drugs ordered by the anaesthetist. You may not recall much of this stage. Once you are awake and recovering, you will be moved to a comfortable armchair to complete your recovery or if you are staying with us you will be transferred to the surgical ward. Everyone experiences and responds to pain differently. Our team is committed to ensuring you are comfortable during this time. Do not hesitate to speak with the team caring for you should you have any concerns.

DAY STAY DISCHARGE

While in the second stage of recovery, you will be observed by the nursing staff, seen by your doctor (if possible), and given instructions for after care and any follow-up visits. Sandwiches and drinks will be offered and arrangements made for your discharge.
You must have someone to escort you home. If you are a day patient, you must also have a carer with you overnight to ensure your safety at home.

INPATIENT DISCHARGE

Staff will prepare a discharge plan with you before you leave the hospital to ensure you understand your care needs at home. You must arrange for someone to escort you home. The preferred time of discharge is 10:00am.

FOLLOW-UP

Your doctor will be happy to help in any way they can. You will be given the appropriate numbers to call if required including an emergency (after hours) number.

PECUNIARY INTEREST

Lakeview Private Hospital is designed, built and owned by a group of doctors. Advice on pecuniary interest is displayed in the foyer of the hospital.

YOUR RIGHTS AND RESPONSIBILITIES

For most people, being a patient is unfamiliar and therefore it is important that you understand your rights and responsibilities.

YOU HAVE THE RIGHT:

• To be treated with courtesy and have your ethnic, cultural and religious beliefs respected.
• To be informed about facilities and services, costs, medications used, methods of treatment and referrals to other services.
• To confidentiality of personal information.
• To be involved in decisions about your care.
• To staff who identify themselves to you.
• To an explanation of treatment and its risks before giving consent.
• To advice on seeking a second medical opinion.
• To advice on care after discharge.
• To discharge yourself at any time even against the advice of your doctor or hospital staff. However, you must accept the associated risks and sign a form taking responsibility before you leave the hospital.
• To provide feedback about your care and have your concerns addressed in an appropriate manner.

YOU HAVE A RESPONSIBILITY:

• To answer questions about your health honestly and to comply with prescribed treatment.
• To tell staff about any regular medication you are taking.
• To abide by the hospital's non-smoking policy.
• To advise staff if visitors are worrying you.
• To show consideration for others patients.
• To treat your health care workers with respect and courtesy regardless of their cultural and ethnic background.
• To pay your fees to Lakeview Private Hospital and your doctor in a timely manner.
• To inform your health professional if you have an Advance Care Directive or Power of Attorney for any health or personal matter, or you are subject to a guardianship order.

If you have any questions regarding your stay with us, please feel free to contact our friendly admissions staff on 02 8624 5000.

PERSONAL INFORMATION AND PRIVACY

The privacy of your personal information is afforded the highest level of importance by Lakeview Private Hospital. We must comply with the Australian Privacy Principals (APP) under the Privacy Act 1988 (Cth) and other privacy laws that govern how private health services handle your personal information, including the disclosure of your information, security and storage of your information on and off site and how we respond to your request to access and change information. Possible uses of your personal information are listed on the consent form enclosed. You are under no obligation to consent to the use of your personal information for any of the indicated purposes. A full copy of the privacy policy is available at www.lakeviewprivate.com.au. If you have questions about the privacy of your information or if you have a complaint, please contact Lakeview Private Hospital on 02 8624 5000.

COMPLAINTS AND COMPLIMENTS

We welcome your feedback. A patient survey is available in your room/treatment area or you can ask our staff for a copy of this form. Complaints may be made directly to the General Manager on 02 8624 5000. All complaints are investigated and you can be assured your care will not be adversely affected. If you are not satisfied, complaints can be made to the Health Care Complaints Commission on toll free number 1800 043 159.

SMOKING

Lakeview Private Hospital has a no-smoking policy throughout the facility including the grounds. Together with your doctor, we will provide the option of Nicotine Replacement Therapy (NRT). If you choose to smoke while a patient, you do so at your own risk.

DIRECTIONS AND PARKING

Lakeview Private Hospital is located at 17-19 Solent Circuit, Norwest. Secure parking is available for a nominal fee. Do not drive yourself to Lakeview Private Hospital on the day of your surgery unless you have someone to drive you home.

FROM WINDSOR ROAD:

Turn onto Norwest Boulevard, go straight through the first roundabout then turn right into Solent Circuit. Follow through the roundabout and Lakeview Private Hospital is located on your left hand side.

FROM OLD WINDSOR ROAD/M7:

Turn onto/take exit to Norwest Boulevard, go straight through four roundabouts, then turn left into Solent Circuit, follow this through the roundabout and Lakeview Private Hospital is located on your left hand side. Please note that as Solent Circuit is a divided loop road, you will be unable to turn into the hospital if you are travelling on the other side of the road. You will need to continue to the roundabout in order to turn around.