Our Hospital - Your Stay

BEFORE COMING INTO HOSPITAL

About Your Account/Hospital Fees

Accommodation

The charge for your hospital accommodation is dependent on your room allocation. All rooms, both single and shared, have ensuite facilities. In the event of acute illness or major operative procedures it may be necessary to accommodate you in the High Dependency Unit or Critical Care Unit. You will be transferred back to room accommodation when your medical condition allows.

WHILE EVERY EFFORT WILL BE MADE TO ENSURE YOUR CHOICE OF ACCOMMODATION IS MET, THIS MAY NOT ALWAYS BE POSSIBLE.

Services provided by the Hospital which are included in the daily accommodation rate are: 24 hour nursing care, your room, bed, diet and nourishment as ordered, housekeeping, maintenance, medical records and most non-prescription medication

HOSPITAL CHARGES
Services provided in hospital not included in the accommodation rate and are chargeable include:

Operating Theatre/Labour Ward
Prosthesis, TED Stockings, Splints, Slings, Braces and take-home items
STD/ISD Telephone calls
Boarder charges (if applicable)

Miscellaneous Expenses

The following cannot be charged to your hospital account and are payable at the time the service is rendered

Pharmacy (where applicable - charged by pharmacy)
Calvary Coffee Shop and trolley purchases
Allied health services (eg. podiatry)

Payment Procedures

It is hospital policy that all known out-of-pocket charges (eg. excesses, co-payments etc) are to be paid on admission.
The hospital will claim your account from the fund on your behalf. On discharge you will be required to call at the Accounts Office to arrange for this claim to be made. You will also be required to pay any gap payment not covered by your fund for the accommodation, theatre, telephone and other expenses.

Important

Medicare does not contribute at all toward private hospital charges for accommodation, theatre fees, prosthesis, allied health treatments and pharmaceutical prescriptions
If you require an ECG, the hospital will claim charge for same from Medicare on your behalf. There will be no gap payment for this service
If you have had a Sleep Study, the hospital will claim the charge for the reading of your study from Medicare on your behalf. There will be no gap payment for this service. (Accommodation charges will be payable by your health insurer or yourself.)
Medicare pays 75% of the schedule fee for doctors and medical services, including Pathology tests and X-Rays while you are an inpatient. The Medicare “gap” is payable by your Health Fund. Any costs not refunded by Medicare or your health fund for these services are a matter between you and the doctor/provider.
All Third Party and Public Liability Accounts: 50% of estimate of charge to be paid on admission, balance on discharge.
For Workers Compensation Claims, Insurance Company authority must be obtained with a letter from the company accepting liability for accounts and forwarded to the hospital prior to admission. If the account is not paid by the Insurance Company within one month of discharge, patients are responsible for their account.

Boarder Relatives
Boarder Husbands / Partners: St Gerards Maternity Wing: the maternity unit has facilities in place to enable husbands / partners to board in the Unit. This facility may also be used by mothers of babies who may need to stay for an extended period in the Special Care Nursery.

The Boarder Fee charge is inclusive of meals, regardless of whether or not they are ordered. If partners wish to stay for meals, even though not boarding, this can be arranged. Meals should be ordered on the ward, and are to be paid for on patients discharge.

Whilst boarding, there are certain expectations that partners should be aware of.
It is important to remember that St Gerards Wing is a hospital ward and that every endeavour should be made to ensure that routines are not interrupted. This includes co-operating with hospital staff and in particular, Hotel Services staff during the cleaning routine by vacating the room if required.

Boarder Mothers Of Babies In Special Care Nursery
Mothers who wish to board at the hospital while their babies are being cared for in Special Care Nursery are usually accommodated within the St Gerards Unit. However, in times of high hospital activity, mothers may be required to stay in the hospital’s relative’s accommodation, either on site or adjacent to the hospital. The Boarder Fee charge is inclusive of meals.

Boarder Parents Of Children
Parents of children who wish to board at the hospital while their child is hospitalised are usually accommodated in the childs room on a fold-out bed. There are no charges incurred for ONE parent to board/be provided with meals.

Please contact Patient Services Staff (dial 9) or the Nurse Unit Manager on your ward for further information regarding charges/meals etc..

DURING YOUR HOSPITAL STAY

Who's Who In The Hospital
All employees wear an identification badge to help you get to know their names, their department and occupation.

Food Services
We are confident you will enjoy the variety of dishes available on our menu. The menu has been designed in consultation with a dietitian to provide food you will enjoy and ensures that you receive adequate nutrition to enable a speedy return to health. NSW Health has recognised that there are some foods that cause a risk to the health of particular patients. As Calvary Health Care Riverina is bound by the legislation in this regard, you may note the absence of some foods. We ask for your understanding in this matter. You will be given a menu each day for the following day's meals. If you have any problems our Menu Assistant or a member of the nursing staff will be more than happy to assist.

We realise that patients have special needs which may not always be covered by the menu and when necessary adjustments will be made. If your doctor orders a special diet for you the nursin staff will discuss this with you and our Menu Monitor is available to assist in planning your menu to meet those requirements.

We offer health choice meals and light diet meals. All healthy menu choices are suitable for patints with diabetes and on low fat diets.

Consultant Dietitian
Expert nutritional dietary assessment and advice is available from a private dietitian. Initial consultation and subsequent visits can be claimed through private health funds.

Medical Imaging (X-ray) Services
X-ray and medical imaging services are provided by a private practitioner. The medical imaging service bills patients independently of the hospital.

Medical Services
Your own private doctor is responsible for your medical care whilst you are a patient. Your hospital account does not cover any medical expenses.

For urgent care needs or if there is a sudden deterioration in your condition, there is a rsident medical officer on-site 24 hours per day.

Nursing Staff
Our experienced nursing staff are committed to providing a high standard of care to all patients 24 hours per day. There are various services available to you within the Nursing Division that you may need during your stay, such as palliative care, diabetes education, stomal therapy managment and wound care. Please ask the Nursing Staff about these.

An accredited Lactation Consultant is available for mothers experiencing breastfeeding problems.

Pathology Services
The pathology service is a private service. The pathology services charges patients directly and any accounts are a matter between the patient and the service.

Allied Health Services - Physiotherapy, Occupational Therapy, Podiatry, Dietetics, Remedial Massage, Counselling
Allied health requirements for the hospital are provided by private practitioners. these services bill patients independently of the Hospital and patients are advised to check with their health insurance fund prior to Hospital admission concerning rebates.

Confidentiality
Calvary Health Care Riverina is committed to protecting your personal information and we agree to comply with the National Privacy Principals (NPPs) set out in the Federal Private Act and administered by the Federal Privacy Commissioner. All information is confidential and is safeguarded accordingly.

Mobile Telephones
Patients and visitors are not permitted to use mobile telephones within the hospital. This policy does not apply to doctors.

Patient Transporter
The hospital has a patient transport vehicle which is used to transfer patients who may need to go to and from Wagga Wagga Base Hospital, for visits to physicians rooms etc. This service is provide free of charge.

Valuables
The hospital takes every care but does not accept responsibility for personal items, valuables or money retained by the patient. We recommend that you and your visitors do not leave valuables unattended.

LEAVING HOSPITAL

Discharge
Discharge time for all patients other than "Day Surgery" patients is 9.30 am. This time has been established to assist with the accommodation of incoming patients.

We realise hospitalisation and illness can interfere with your lifestyle and aim to assist you back into your normal routine. Planning for discharge begins on admission. The Pre-Admission Co-ordinator and ward nursing staff will help make any necessary personal arrangements. Remeber to take home all medication, x-rays, scans etc. and to confirm details of your next doctor's appointment if necessary.

On the morning of your departure you will be required to call at Reception where a member of the Patient Services staff will attend to your discharge. Financial clearance is required before departure from the hospital.

"Day Surgery" patients are reminded that you must have someone to drive you home after discharge as it is not recommended that any patient drive a vehicle for at least 24 hours after an anaesthetic.

Discharge Planner
Calvary Hospital has a Discharge Co-ordinator who is able to:

assess patient / family / carer discharge needs;
assist patient / family / carer plan for home management;
make appropriate referrals to community support agencies, e.g. meals on wheels, home help, home modification program, community nursing.
act as a resource person to patients/family/carers, hospital staff and the community.

Patients are encouraged to contact the Discharge Co-ordinator to discuss any issues relatin to their expected discharge needs. Please discuss with the nursing staff on your ward or contact reception.

Comments, Concerns, Suggestions
Should you have a question or problem which has not received attention, please request to see the Director of Nusing. Quality patient care and satisfaction is of the utmost importance ot us.

External Patient Satisfaction Surveys are conducted at various times annually by Press Ganey and Associates and our Health Insurance Providers (HCF, MBF etc). All survey forms are reviewed by the Hospital to ensure a continuing process of evaluation and quality assurance.

If you are a patient at any time outside our survey periods and you wish to comment on any matter, Feedback Forms are available on wards and can be requested from the Ward Clerks or you may contact the Patient Services Manager (via Reception - dial 9).

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