Hospital Entry Policy

All visitors aged 18 and over:

• must wear an a surgical mask* provided by Northeast Health
• if unable to wear a mask, you must show proof of vaccination (two doses) OR have a negative result from a rapid antigen test (RAT) taken on the day of the visit. Northeast Health will provide the RAT.

All visitors aged 8 to 17:

• must wear a surgical mask* provided by Northeast Health

Visiting patients and accompanying adult clients:

• Two (2) visitors per visiting session, during visiting hours if patient is not in isolation and physical distancing can be maintained.

Maternity Services & Clinics

• One (1) nominated parent/guardian, partner or support person. This visitor is not restricted to the visiting hours.
• One (1) additional adult visitor can visit during visiting hours, if patient is not in isolation and 1.5 metres physical distancing of can be maintained.

Paediatric & Special Care Nursery patients (under 18 years):

• Two (2) parents, guardians or carers per patient where physical distancing requirements can be maintained. Not restricted to visiting hours.
• Child visitors to the Paediatric Ward may be restricted in line with COVID precautions and/or if 1.5 metres physical distancing of cannot be maintained.
• No child visitors permitted in Special Care Nursery.

Outpatient, community services and day stay:

• Two (2) support persons for all clients. Support persons may be excluded from exam rooms if 1.5 metres physical distancing of cannot be maintained.

End-of-life visits:

• Patients/residents are unrestricted, unless COVID precautions and/or if 1.5 metres physical distancing cannot be maintained.
• There are no time limits and no daily limit on visits.

Visiting hours:  11.00am – 2:00pm AND 4:00pm – 7:00pm

*Unless an exemption applies, in which case a face shield will be provided.
Exemptions to the above may be given as approved according to NHW Visitor Policy on prompt.
An exemption letter will be provided to present to the concierge to enter the hospital.

Entry policy updated on 24/02/2023

Emergency Department Entry Policy

If the Emergency Department is extremely busy and 1.5 metres physical distancing is unable to be maintained, visitors in the waiting room may be asked to leave to accommodate other patients.

All visitors aged 18 and over:

• Must wear a surgical mask* provided by Northeast Health
• If unable to tolerate a mask, must show proof of vaccination (two doses) OR have a negative result from a rapid antigen test (RAT) taken on the day of the visit. Northeast Health can provide a RAT for this purpose

All visitors aged 8 to 17:

• Must wear a surgical mask* provided by Northeast Health

Adult patients:

• Following approval, two (2) visitors per patient if patient is not in isolation and 1.5 metres physical distancing can be maintained.

Paediatric patients (under 18 years):

• Two (2) parents, guardians or carers per patient.

Dependent, mental health, dementia or delirium patients:

• Two (2) support persons per patient with appropriate education around infectious risks if patient in isolation.

*Unless an exemption applies, in which case a face shield will be provided.

Exemptions to the above may be given as approved by Nurse In Charge or senior doctor for critically ill patients, end-of-life care or complex disability.

It is often not possible to wait with patients on ambulance trolleys awaiting cubicles, particularly in isolation. We will do our best to keep you informed and updated about off load time.

If you have any concerns please speak to the screening staff or ask to speak to the Nurse In Charge.

Entry policy updated on 24/02/2023

Community Care Centre Entry Policy

All clients, patients and support persons aged 18 and over:

• Must wear a surgical mask* provided by Northeast Health
• If unable to wear a mask, you must demonstrate proof of vaccination OR demonstrate a negative result from a rapid antigen test (RAT) taken on the day of the visit. Northeast Health Wangaratta can provide the RAT upon request.

All clients, patients and support persons aged 8 to 17:

• Must wear a surgical mask* provided by Northeast Health

Adult clients and patients:

• Two (2) support person for all clients.
• Dependents of adult clients and patients may attend.
• Support persons may be excluded from exam rooms if 1.5 metres physical distancing of cannot be maintained.

Paediatric clients and patients (under 18 years):

• Two (2) parents, guardians or carers per patient.

*Unless an exemption applies, in which case a face shield will be provided.

Exemptions to the above may be given as approved by the service manager for critically ill patients, end-of-life care or complex disability.

If you have any concerns please speak to the screening staff or ask to speak to the service manager.

Entry policy updated on 24/02/2023

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

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

Victorian Healthcare Experience Survey (VHES)

Help us improve healthcare for all Victorians

If you have recently been a patient at Northeast Health Wangaratta, you may receive an invitation to participate in the Victorian Healthcare Experience Survey (VHES). Your feedback will help us improve healthcare for all Victorians. Tell us about the care you received so we know what we are doing well and what we need to change. Please note that ALL responses are anonymous.

If you would like to speak directly with Northeast Health, please contact our Consumer Experience Team on (03) 5722 5202.

About the Victorian Healthcare Experience Survey (VHES)

The VHES program collects and analyses the experience of recent users of Victoria’s public health system.

The VHES program has three identified objectives.

• Provide meaningful, useful, accessible and timely information on patient experience to health services and government audiences to stimulate quality and safety improvements.
• Provide meaningful, useful and trusted information, as well as actionable insights on the relationship between processes of care and experience of different patients, to our audiences.
• Collect and share patient-reported experience across the healthcare system to improve transparency and accountability.

The survey is conducted by Ipsos, an independent contractor, on behalf of the Victorian Agency for Health Information (VAHI), a division of the Department of Health (the department).

Participants are invited to participate in the survey via email or SMS invitation and are able to complete the questionnaire online. Alternatively, patients may call the 1800 helpline listed on their invitation and complete a telephone interview.

For further information about the VHES please email: vhes@vahi.vic.gov.au

VHES Information.pdf

Privacy and Consent FAQ.pdf

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.

We are committed to providing a high-quality service to all community members. Some of the things we can do if you are culturally and/or linguistically diverse are:

Provide interpreters
Please let our team know what language and dialect required. We will do our best to organize a qualified interpreter. Please not there is no cost to consumers for interpreters.

Food
If you have cultural needs for food, please let our team know. We can provide vegetarian and halal meals.

End of life care
Our team will work with families to ensure, where possible, cultural protocols are adhered to. Please let our team know if there is anything specific in your culture related to end of life care.

Connection to religious groups
We have a large network of religious leaders know are able to visit patients at NHW. If you would like a visit from a specific religion please let our team know or reach out to our Pastoral and Spiritual Care Team.

To contact the Diversity and Inclusion team at NHW please email diversity@nhw.org.au

Northeast Health Wangaratta is committed to providing accessible, safe and inclusive care for all people who identify as living with a disability.

Disability Support is a free service for patients, carers and families.

Anyone can make a referral to our service. You do not need to be referred by a health professional.

Find out more about Disability Support at NHW.

NHW says NO to family violence

Family violence is a serious health concern and can significantly affect a person's health and wellbeing. It is a complex issue and can affect anyone of any age. We have a crucial role in the health and safety of our community and are often the initial contact point for people who have experienced or are experiencing family violence. Our health professionals are trained to identify the warning signs, respond sensitively and respectfully, and connect those affected by family violence to the services and the support they need. So if you or someone you know is in our care and experiencing family violence, our staff are here to help.

Our Commitment

Northeast Health Wangaratta is committed to strengthening our response to family violence by:
TRAINING our staff to better identify and respond to family violence.
SUPPORTING our staff and community members through early intervention that addresses the underlying causes of family violence.
ENGAGING with our staff and community members to develop resources, policies and pathways to better respond to family violence.
PARTNERING with other local services to stop family violence

For more information visit our page on Family Violence

What matters to you matters to us. How to stay safe during your hospital stay.pdf

At Northeast Health we have 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 housekeeping, 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 the 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

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 obstetric patients

or 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.

If you require an interpreter, please tell our staff so that we can organise one for you.

Valuing Diversity

At Northeast Health we are working towards Rainbow Tick Accreditation, which means we are aiming to improve accessibility, safety and inclusion for the LGBTQIA+ community, and allies, and that they feel valued and respected (whether or not they disclose).

LGBTQIA+ refers to lesbian, gay, bisexual, trans and gender diverse, queer, intersex and asexual individuals, with the ‘+’ acknowledging that the acronym doesn’t include the entire range of sex, sexuality and gender diversity within the community.

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

• Access to services to meet your healthcare needs,
• Receive safe and high-quality health services,
• Respect is shown to you and your culture, beliefs, values and personal characteristics,
• Receive open, timely and appropriate communication about your healthcare in a way you can understand, and
• Participate alongside medical professionals to make decisions about your own care.

What the staff at NHW will do:

• Treat you with respect and dignity,
• Ensure your details are kept confidential,
• Not make assumptions,
• Only ask about sexual orientation, gender identity or intersex status when relevant to your care,
• Only ask about surgical history, physical health and medication when clinically relevant, and ask for your permission when documenting this,
• Ask who it is ok to share your personal information with (for example, when referrals are made, handover to other staff members),
• Speak up against discrimination, homophobia, biphobia, transphobia and intersexism, and
• Value and celebrate diversity.

How you can help:

• Be respectful of LGBTQIA+ staff, and use their pronouns,
• Please be patient with new staff developing their inclusive language skills,
• Be respectful of other patients and families who identify as LGBTIQA+ and help to ensure everyone feels safe,
• If you witness others in the hospital using discriminatory language, please report the incident to a staff member if safe to do so, otherwise please use the complaints information below.

Building on our organisational values of caring, excellence, respect, integrity and fairness, we’re committed to improving and working towards inclusive practice for LGBTQIA+ patients, carers, visitors and staff.

What we want you to know:

• We will accept and respect your gender identity and will use the pronouns you tell us.
• We will do our best to make sure any referrals we make on your behalf are to services or organisations that are LGBTQIA+ friendly.
• No one at NHW is allowed to make homophobic, transphobic, biphobic or intersexist comments, or discriminate against you in any way.
• A staff member will intervene if they see or hear you being treated unfairly and will check that you’re ok.
• If you experience anything that makes you uncomfortable – you can make a complaint that will be investigated.

How do I give feedback? Providing you with safe, high-quality health care service is very important to us. We value any feedback about our service, whether it be a suggestion, a complaint or a compliment. You can:

• Speak with a staff member
• Phone (03) 5722 5202
• Email feedback@nhw.org.au
• Write to:
  Manager Consumer Experience
  Northeast Health Wangaratta
  PO Box 386, Wangaratta VIC 3676

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.

The main visitor cark park is located opposite the hospital in Green Street with an additional car park for staff and visitors in Docker Street, opposite the Thomas Hogan Centre. Limited street parking is also available near Northeast Health Wangaratta.

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- permits 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 be accessed by calling 131 008 for the cost of a local call.

The Pastoral & Spiritual Care team at Northeast Health Wangaratta gives emotional and spiritual support to residents, patients, families, staff and volunteers. The service is available to everyone, regardless of faith, tradition, religion or beliefs.

Our staff offer companionship and support. We listen to you in a way that allows you to explore and express your hopes and concerns while drawing on your own spiritual and personal resources.

Any patient or client attending Northeast Health for any reason has the right to privacy under the Health Services Act 1988 (as amended 2001) and the Health Records Act 2001.

The brochure called What happens to information about me? outlines 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 5776.

Access to Health Information

Requests for medical information for continuing care

If you require medical information to be sent to a health professional for continuing care, ask the health professional to make an official request in writing (on letterhead) so that we can ensure the correct information is provided. This information is provided at no charge. Such requests can be faxed to Health Information Services on 03 5721 3020.

Requests for X-rays or scans

If you require copies of your own x-rays or scans only, contact the Medical Imaging Department directly, Monday to Friday 8.30am to 5.00pm on telephone 03 5722 5011. The Medical Imaging Department may charge separately for this.

Requests for the x-rays or scans of another person must be through the Freedom of Information process – see below ‘Requests to obtain copies of medical information’.

Requests to obtain copies of medical information

You have the right to request access to your medical record and personal information held by NHW in accordance with the Freedom of Information Act 1982 (Vic) (FOI Act) and the Health Records Act 2001 (Vic).

It is possible to obtain copies of information, view information or request an amendment to information that is incomplete, incorrect, out of date or misleading.

You can also request access to the medical information of another person, with their written consent.

Find out more about Health Information - Privacy, Confidentiality & Access

Download Freedom of Information Application Form

We understand that coming to hospital can be very overwhelming and we will do all we can to make your stay with us as pleasant and comfortable as possible.

You will be contacted approximately two days prior to your admission to hospital. This call is a great opportunity to ask any questions that you may have in relation to your procedure and to confirm any instructions you have received about what you need to do to prepare for an operation or procedure (including any limitations on eating, drinking and smoking before).

What you should bring to the hospital

Information and Documents

• Medicare card
• Healthcare card/pension card, if applicable
• Private health card, DVA card, if applicable
• Work Cover / TAC details, if applicable
• Referral letters
• X-rays or test results
• Contact details of two family members or friends who can be contacted if necessary
• Advance Care Directive*
• Medical Treatment Decision Maker*
• DHHS Guardianship documentation*

* Please supply the original or a certified copy

Medications

• All medications in original packaging. Include inhalers, patches, eye drops, vitamins, insulin
• Allergy information

Personal Aids

• Eye-glasses
• Hearing aids
• Walking aids
• CPAP machines

Personal Items

• Nightwear – with loose fitting arms or legs to allow for bandages, IV lines, etc.
• Dressing gown
• Personal hygiene items - Toothbrush and paste, soap, comb, deodorant, shampoo and shaving kit.
• Casual clothes - Loose fitting comfortable clothes
• Non-slip Slippers/shoes that are easy to put on /off
• Reading material
• Mobile phone and charger
• laptop/tablet and charger
• Credit Card to hire TV

Please only bring a small bag similar in size to airline carry-on baggage for your clothing and personal items as storage is limited.

Valuables

Please make sure that valuables and large amounts of money are left at home. If you do need to bring them to the 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 the hospital, all valuables will be returned to you.

Note: Northeast Health 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.

On the day of your procedure

• Shower before arriving at hospital / with pre-op washes if this has been provided for your surgery.
• Wear clean comfortable clothes
• DO NOT APPLY
  • Makeup
  • Skin lotions/ oils/ powder
  • Hair Products
  • Deodorant
• REMOVE
  • All Jewellery including body piercings
  • Nail polish, ALL artificial/ gel nails etc
• DO NOT BRING
  • Jewellery
  • Sentimental items
  • Excessive money

Updated: March 2023

Safe Patient Care (Nurse to Patient and Midwife to Patient Ratios) Act 2015 sets the minimum staff to patient ratios so that everyone can get safe, quality care no matter where they go. Below is the nurse to patient and midwife to patient ratios at Northeast Health Wangaratta.

Intensive Care Unit

Maternity Ward

Thomas Hogan Rehabilitation Centre

Northeast Health Wangaratta (NHW) is proud to be a member of the Victorian Network of Smoke-free Healthcare Services and 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.

Each bed has its own remote-controlled television. These TVs are provided by an external service called HTR, with a daily cost to the patient. An HTR representative visits each day to collect payment and connect TVs. Connections can also be made by calling 1800 063 829 or online www.hosteltv.com.au using a credit card.

Closed Captions are available.
Please call 1800 063 829 or speak to an HTR representative to activate Closed Captions on your TV.

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

Visiting hours and restrictions are subject to change at short notice.

Please see https://www.northeasthealth.org.au/covid-19/ for current visitor information. 

Your guide to surgery at Northeast Health Wangaratta.pdf is designed to provide you with important information about the time before, during and after your surgery at Northeast Health Wangaratta (NHW).

Please take the time, together with your family, to read this guide and talk about this information. If you have any questions please ask your surgeon or hospital staff.

As a patient/client of Northeast Health, 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 Northeast Health, 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

View My Healthcare Rights.pdf

We encourage you to support Northeast Health Wangaratta by using your private health insurance.

By choosing to use your private health insurance 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 and co-payments that apply to your insurance policy while an admitted inpatient at Northeast Health will be covered
• free TV rental
• free daily newspaper from Monday to Friday.

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.