Patients and visitors information guide

This guide explains the services provided and what to expect while in a Western NSW LHD hospital.

Registered nurse with patient

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Our team is here to provide you with excellent care. If you have any questions about how the hospital operates, or are worried about your care, please ask to talk to the nurse in charge or you can search this guide.

Your care and wellbeing is the most important thing to us. All health services and staff in our District are committed to our patient pledge.

Our pledge to our patients

We will always:

  • Provide safe care.
  • Treat patients and each other with courtesy and respect.
  • Set high expectations for our own behaviour.
  • Be accountable for our own actions.
  • Talk to patients and carers about their care and individual needs.
  • Acknowledge patients and introduce ourselves and our roles.
  • Explain their care and inform about any delays and waiting times.
  • Check on patients at least hourly and more frequently when required.
  • Ask about pain levels and talk about pain management options.
  • Wash our hands before and after providing care.
  • Change our patient's position to reduce pressure injury risk for high-risk patients.
  • Assist patients with mobility as required and actively reduce the risk of falls.
  • Consider how to deliver culturally-competent care to Aboriginal and non-English speaking patients and their carers.
  • Provide handover care at the bedside and involve patients and carers when possible.
  • Prepare our patients for discharge and follow up to check all is well.
  • Take the time to listen to concerns of patients and carers and respond appropriately.
  • Seek help if we confront difficulties we cannot manage.
  • Document the care we provide in our patient's healthcare record.
  • Work collaboratively as a team to improve outcomes for our patients.
  • Advocate on behalf of our patients as if they are a member of our own family.
     
Acknowledgment to Country
WNSWLHD Aboriginal banner 01

Western NSW Local Health District respectfully acknowledges the Traditional Owners of the Country throughout Western NSW, and their continuing connection to land, water and community. 

We pay our respect to Traditional Custodians, our Elders both past and present and acknowledge the Aboriginal people of the nations that we have the privilege to live and work on.

We share and celebrate the rich history of Aboriginal culture, and recognise the diverse and proud Aboriginal nations across our District. 

6:05

I'm going to hospital

Find out what to expect when you're a patient being treated at a Western NSW Local Health District hospital.

Read transcript
Video transcript

I'm going to hospital

Welcome to our health service. Your health  and well-being is our number one priority.   

We provide safe, high-quality care  and will treat you as an individual,  whose culture, beliefs and choices  are recognised and respected.   

We will work with you to include the people you  want involved in your care and create the best  experience and outcome for you during your stay.

We want you to know that it is Ok to ask questions  and keep asking, until you understand what's  happening and what you need to do. We will be  honest and open in our communication. Ask for  an interpreter if you need one and let us know  if you have sight or hearing impairments  that may affect your stay in hospital.   

Staff will ask you some of the same questions  several times. These might include your name,  date of birth and if you have allergies. This  isn't because we don't remember. It's a part  of our safety checks. So, let us know if any  information is incorrect. We’ll ask you, if you  identify as Aboriginal or Torres Strait Islander  so we can provide culturally appropriate care.  Please tell us if you would like to  speak with an Aboriginal health worker.   

There are patient care boards  next to each patient bed,  to help improve communication between the  health care team, patients, and their families.   

Together we use the patient care board to  identify your care plan, goals and preferences.  Patients and their families are encouraged  to write on the care board. This can include  any questions or concerns you might have and  important information such as special events  and phone numbers. Respecting your privacy and  information is important to us. So, we will  only write information you're happy to share.

You will notice that staff will check on you  about each hour. They will ask questions  to make sure you're safe, comfortable,  and have everything you need.

There are a number  of things you can help us with during your stay.   

Moving around is important to help prevent blood  clots, but when you're unwell, you may not feel as  steady or as strong as usual. There are things you  can do to keep yourself safe from falling. Please  call a nurse, if you need help to get out of bed  or to reach something safely. If you are walking,  wear well-fitting shoes or slippers that have good  grip. We have non-slip socks we can give to you.   

If you use a walker or walking stick, make sure  you have it with you when you go for a walk.  Follow the instructions from nurses or doctors  about when and where it is safe for you to walk.   

If you stay in the same position for a long  time, you will be at risk of developing  a pressure injury. Changing the way you  sit or lie often can help prevent this.   

Handwashing is one of the best ways to  prevent the spread of germs in hospital.   

Wash your hands before and after you go to the  bathroom and before eating. Remind your visitors  and nurses to wash their hands too. Ask your  visitors not to visit you if they are unwell.   

Understanding why you take medications is  important. If you are not sure ask the doctor,  pharmacist or nurse to explain to you what  medications you're on and why you may need them.   

If you notice a worrying change in your  condition or have a serious concern,  please talk to us or ask your  family or carer to do this for you.  

You can ask staff for a clinical review at any  time. If you are still worried or feel your  concerns have not been heard, you can make a REACH  call. This call goes to a team who can provide an  independent review and help with your concerns. Please tell us about any specific food  requirements that we need to be aware  of. Food can impact your treatment,  so always check with the healthcare team  before bringing food into the hospital.   

All health facilities are smoke-free, and  no one is permitted to smoke on the grounds.   If you are a smoker staff will discuss  options for nicotine replacement with you.   

We have zero tolerance for violence  and aggression. Our staff, visitors  and patients all have the right to be cared for  in places that are safe and free from violence.  

The hospital has 24/7 camera surveillance  to ensure everyone's safety.   

When it is time for you to go home, the  doctor or nurse will talk to you about   how you can continue your recovery. This is a  very important time for you to ask questions.   We will also provide you with a written discharge  summary and include your family or carer. It is   important to let staff know early in your stay if  you will have difficulty getting yourself home.   

If you have private health insurance, you can  choose to be treated as a private patient.   Using your private health insurance benefit  your local hospital and the community.   

We always want your feedback. It's the best  way for us to know how we can improve. Before   or after you leave, you may be asked to complete  some questions about your stay. This is also an   opportunity to give us a compliment or make a  complaint and remember we're here to help you.   

If you have any questions or would like  further information, please talk to us. 

[On-screen text]

Western NSW Local Health District

Adapted from a video developed by Coonamble Health Council.

Interpreter service

Patients, their families and carers are able to access free, confidential and professional interpreters (including Auslan for the deaf) when they use public health services.

You do not need to contact the NSW Health Care Interpreter Services to book an interpreter, your health care provider is able to do this for you. However, if you wish to find out more about this service, visit the Health Care Interpreter Service website for services provided to Western NSW Local Health District.

Patient rights and responsibilities

Healthcare safety in hospital

A to Z information

Type: Guide
Author: Western NSW Local Health District
Publication Date: 27 May 2023

Tagged in

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