Information for Patients & Visitors

Below is some important information for our patients and visitors. If you have any other questions then please ask a member of staff or contact reception on (03) 5722 5111 or email enquiries@nhw.hume.org.au

Northeast Health Wangaratta (NHW) is committed to providing a safe and healthy environment. As part of this it is NHW’s policy that smoking is not permitted on NHW campuses at any time. This includes all buildings and grounds/outdoor areas.

For more information read the NHW Smoke free Policy brochure.

We recognise individual patient needs and aim to cater for these by opening up visiting hours. We believe that open visitation plays an important role in the recovery, comfort and support of our patients.

At times we may need to limit visitation while patients are in therapy, or for other periods during the day, based on the patient’s needs. Please comply with any visitation restrictions recommended and communicated by the health care team.

For your convenience there is an ATM located in the front foyer of the hospital.

Our onsite cafe is located on the ground floor, off the main corridor. Light meals, snacks and drinks are a available along with newspapers, magazines and limited gift items.

Opening Times:
Monday – Friday: 8.00am-4.00pm
Saturday-Sunday: 9.00am-4.00pm

Limited car parking is available in surrounding streets and a staff/visitors car park is located in Docker Street, opposite the Thomas Hogan Centre. Short term parking for the drop off/collection of patients is available at the front of the hospital. Disabled car parking spaces are also available in this area- stickers must be displayed.

NHW is well serviced by buses, with a bus stop at the front of the hospital in Green Street. The train station is only a short walk away. All route information and timetables are available from the main desk in the front foyer, ground floor. Taxis can by accessed by calling 131 008 for the cost of a local call.

Supporting travellers by providing simple, practical travel-related support and aid that helps them travel independently and confidently. Trained volunteers can accompany regional travellers to and from their medical appointments in central Melbourne or Albury/Wodonga, giving them the confidence they need to keep their health appointments.

For more information please visit the website www.travellersaid.org.au

The hospital’s oldest and original building used as a kitchen and day stay ward, affectionately known as the “Rat House” has been beautifully restored and converted as the focal point of a serene Spiritual Sanctuary precinct.

The building is located in the centre of NHWs campus to create a ‘Spiritual Sanctuary and Respite Area’ for patients, families, visitors, volunteers and staff with a chapel, family respite room, kitchenette, Pastoral Care Coordinators office and store room, welcoming foyer and display area, serene courtyard, gazebo, water feature and gardens. The Spiritual Sanctuary is accessible at all times.

At Northeast Health we are committed to providing a safe workplace for its staff. There is zero tolerance towards violence and aggression. People who damage property, abuse, make threats or assault our staff will be reported to police for further action.

Safe working practices also include the full use of the No-Lift program. Our staff are fully trained and undergo annual testing in the safe use of equipment and correct patient handling techniques. Wherever heavy manual handling of patients needs to occur, an appropriate lifting device will be used.

At Northeast Health we have a strict precautions in place to help prevent the spread of infections or disease by patients, visitors and staff. Our policies ensure that all our equipment is maintained according to Australian Standards and Guidelines. Hand washing, high standards of house keeping, the use of sterile techniques and equipment are part of the efforts our staff make to ensure your speedy recovery and to reduce the risk of infection. Healthcare workers, whilst caring for patients, may wear gowns, gloves, mask and/or eye protection as part of standard precautionary measures implemented to minimise the risk of cross infection and protect the well-being of both patients and healthcare workers. Everyone can help break the chain of infection by taking a few basic precautions. Wash your Hands:
  • After personal hygiene (for example; using the toilet)
  • Before and after eating
  • Before and after touching your operation wound area or any dressing you may have
  • After using tissues when coughing or sneezing
  • After touching body fluids or waste
  • When leaving your room
Please inform nursing staff if you have any concerns regarding the cleanliness of the ward or bathrooms. Download consumer factsheets with information on healthcare associated infections; Vancomycin Resistant Enterococci (VRE) Methicillin Resistant Staphylococcus aureus (MRSA) Healthcare Associated Infections consumer factsheet Clostridium Difficile
  • Medicare Card/ Community Health Care Card
  • Health insurance details
  • Veterans Affairs details
  • Letters from your doctor
  • X-rays you have been asked to bring
  • Medicines/tablets you usually take at home- a written list is very helpful
  • Lists of allergies
  • Contact numbers for relatives/friends
  • Personal items (pyjamas/nightie, suitable footwear, dressing gown, personal hygiene items)

Valuables

It is policy that NHW will not be held responsible for lost valuables if they have not been placed in the hospital safe on admission. No responsibility will be taken for valuables left in your room.

Please make sure that valuables and large amounts of cash are left at home wherever possible. If you do need to bring them in to hospital for any reason, items will need to be listed on your admission form. Please ensure these items are then placed in the hospital safe. On discharge from hospital all valuables will be returned to you.

As a patient/client of NHW you have the right to:

  • Receive a prompt response in emergencies
  • Care from appropriately qualified health professionals
  • Expect a safe and secure environment
  • Be treated with respect, consideration and dignity
  • Confidentiality regarding all personal and medical details
  • Give your informed consent to, or refuse any treatment
  • Timely and understandable information about your condition
  • Access to an interpreter if necessary
  • Express your dissatisfaction or satisfaction with our service
  • Be actively involved in your care and treatment

As a patient/client of NHW we ask that you:

  • Are courteous and considerate to other patients and to treating staff
  • Provide, to the best of your knowledge, accurate information about your current and previous medical problems, medications, visits to hospital, insurance status, allergies and other matters relating to your state of health in order to help our staff care for you.
  • Inform staff if consent for treatment is withheld or withdrawn
  • Seek clarification if you do not understand any information or instructions given to you
  • To be actively involved in your care and treatment
  • Discuss any worries/ concerns with a relevant member of staff.
  • Comply with health advice and medical instructions
  • Respect hospital policies
  • Pay account promptly

Northeast Health Wangaratta is a public health facility. All patients utilising this facility for health care treatment must have a Medicare card. Those who are not eligible for Medicare benefits or have no Medicare card must organise payment for their treatment.

Medicare ineligible patients and maternity patients are responsible for organising health insurance cover or money to cover their health care costs.

Find out more information on;

Fees for Medicare ineligible patients

Fees for Medicare ineligible maternity patients

or phone the Patient Services team on (03) 5722 5254.

 

Northeast Health Wangaratta encourages you to support your local hospital by using your private health insurance.

By choosing to use your private health insurance at Northeast Health you will be entitled to the following benefits:

  • No ‘out of pocket’ expenses for accommodation, theatre, prostheses, radiology and pathology
  • Treatment provided by a consultant/surgeon/specialist
  • Excess payments and co-payments that apply to your insurance policy will be covered by Northeast Health
  • Free TV rental
  • Free telephone calls
  • Free daily newspaper from Monday to Friday.
  • Help us to help you

Using your private health insurance will actively support us to:

  • Maintain facilities
  • Purchase new equipment
  • Recruit more staff
  • Improve patient services.

For more information phone the Patient Services team on (03) 5722 5254.

If you have any operation or procedure performed, you will be required to sign a consent form. Before you sign a consent form it is important that you fully understand the procedure, treatment or operation.

If you are not sure about any aspect of the procedure, please ask for another explanation before you sign the form. Proposed surgery or treatments cannot proceed unless consent is given.

Any patient attending NHW for any reason has the right to privacy under the Health Services Act 1988 (as amended 2001) and the Health Records Act 2001. A brochure is available to patients and visitors to the hospital called ‘What happens to information about me?’ outlining what is done with the data and notes collected during your admission to hospital.

You will be asked to consent to information about your stay being sent to your local doctor. If you wish to change this at any time during your stay or afterwards then please contact the Privacy Officer on (03) 5722 5233.

For more information please refer to the brochure – What happens to information about me?

Download Freedom of Information Application Form

Pastoral care visitors are able to come and sit with you, or listen to your concerns and problems. You may not have faith or particular denomination, but may wish to talk to someone who comes from outside the hospital environment. You may request a visit by asking nursing staff who will arrange this for you. The hospital chapel is located in the Spiritual Sanctuary and is available at all times for anyone wanting some quiet time. Information about NHW Pastoral Care

If you provide your religious details on admission and consent to visits, be aware that your name will appear on a list that is given to pastoral care workers. You may receive a visit from a member of the church. If you do not consent to visits your name will not appear on the list.