PATIENT INFORMATION

Thank you for choosing Monash Heart Private (operated by Jessie McPherson Private Hospital) for your hospital care

It is our privilege to welcome you as our patient and guest.

We are dedicated to providing you and your family with the highest possible standard of care.

Jessie McPherson has a proud history – for over 90 years we have delivered the individual attention and comfort to those who wish to be cared for in a private hospital. We are committed to continuing this tradition of care.

We understand that coming to hospital can be an unsettling experience and we want your stay to be as comfortable as possible. The information in this section of the website will provide you with important information about your comfort and safety and will help answer questions you might have about your hospital stay.

We encourage you to be an active participant in your treatment. If you have any further questions or concerns, please contact our Bookings Office on (03) 9594 2555.

ADMISSION INFORMATION

Your admission to Monash Heart Private will be arranged by your doctor’s office.

If you are having a procedure, your doctor will discuss this with you and you must sign a consent form.

PRE-ADMISSION

You may be contacted by our Pre-admission Nurse to discuss your health history and information regarding your hospital stay. If you have any questions about your admission or discharge, please contact the Pre-admission Office on (03) 7511 1531 or (03) 7511 1532.

If you have any medical questions please contact your doctor’s office.

FEES

You will be contacted by our Bookings Office to discuss any out of pocket expenses that may relate to your admission. You can find further information on managing your account on the Financial Information page.

Doctors’ fees are separate to hospital fees. Please contact your doctor’s office for further information.

If you have any questions about managing your account, please contact the Bookings Office on (03) 9594 2555.

IMPORTANT: BOOKING PROCESS

It is crucial that you complete the digital booking process through the JMPH Patient Portal at least three working days prior to your admission. This allows us to ensure we are appropriately prepared to meet your care needs.

Your doctor will organise for you to receive an SMS with instructions on how to access the JMPH Patient Portal.

Please follow these instructions to complete the required information promptly. Ensure that all sections are filled out completely within the portal.

FASTING

Follow your doctor’s instructions regarding admission time, special preparation, fasting, and medications prior to surgery. If you are unclear about these instructions, please contact your doctor’s office or our Pre-admission Office at (03) 7511 1531 or (03) 7511 1532.

INTERPRETER SERVICES

If you require an interpreter during your admission, please let us know on your patient information registration form and one will be arranged for you.

 

WHAT TO BRING

We recommend that you label all your personal items with your full name. Most patients are admitted on the day of planned surgery and are advised to bring:

Personal items:

  • Comfortable nightwear, robe and slippers
  • Toiletries
  • Physical aids (glasses, hearing, walking)
  • Sleeping apparatus (eg. CPAP machine)
  • Something to read or watch

Medical items:

  • All current medication in original pharmacy containers
  • Current prescriptions
  • Relevant X-rays and/or scans
  • An up-to-date list of your current medications given to you by your doctor’s office, authorised by your general practitioner or pharmacist
  • Doctors’ letters

Insurance information:

  • Private Health insurance details
  • Medicare card
  • DVA card for Veterans
  • Ambulance cover details
  • Pensioners Concession card
  • Pharmaceutical Safety Net card
  • Letter of authorisation for treatment from WorkCover or TAC

VALUABLES

Do not bring any valuables (such as jewellery or large amounts of cash) with you. Whilst the hospital maintains security, we cannot be held liable or responsible for any lost or stolen items.

 

WHEN YOU ARRIVE

On the day of your admission, present to Monash Heart Private on Level 6 of The Victorian Heart Hospital.

You will be greeted by our administration staff who will complete your admission, including the settlement of your account.

Wear loose, comfortable clothing on the day of admission. Do not wear make-up, jewellery, or body piercings of any kind. All nail polish must be removed before your admission.

Find out how to get here and where to park on our contact us page.

INFORMATION FOR VISITORS

Your family and friends are welcome to visit you whilst you are in hospital. It is important for patients to rest and recuperate and as such, visiting hours are in place.

Please talk to a Patient Relationship Officer or member of the Nursing Team about visiting hours. Consideration of other patients is also important and we ask that visitors keep noise levels to a minimum so as not to disturb others.

DAY PATIENTS

Having a day procedure means you will not be required to stay overnight. There could be some waiting time, so it is advisable to bring something to watch or read. Our staff will do their best to keep you informed of any delays if they arise.

It is essential for a family member or friend to collect you on discharge and to stay with you overnight to ensure your safety, as sedation, anaesthetics and pain relief can cause drowsiness or impaired thinking. You must not drive for 24 hours following an anaesthetic.

After discharge, a nurse may contact you by phone to check on your progress and answer any questions.

 

DURING YOUR STAY

ROOM ACCOMMODATION

Monash Heart Private is situated on level six of the Victorian Heart Hospital, all patient rooms are private and boast great views of the south east of Melbourne. All rooms have a private en suite and complimentary toiletry pack.

MENU

The Monash Heart Private in-patient menu has an excellent variety of choices to ensure you are well catered for during your stay.

You will be able to make meal choices through the Patient Entertainment System on the in-room TV. There is also an option to scan a QR code and meet with a kitchen representative for additional assistance if required.

TELEPHONES

Each patient bed area is provided with a telephone and local calls are provided free of charge. International, interstate and mobile call charges will be included in your final account. To make a   phone call, dial ‘0’ then enter the telephone number.

Mobile phones are permitted within the hospital, however we ask that you be courteous when using mobile phones. Mobile phone usage may be restricted in certain areas such as birth suites, theatre and the Intensive Care Unit.

TELEVISIONS

Each patient room is equipped with a television with all the free-to-air channels, including music/radio channels.

INTERNET ACCESS (WI-FI)

The hospital provides free Wi-Fi for patients and families.

PATIENT IDENTIFICATION

On admission to hospital a staff member will apply a patient identification (ID) band to your arm or leg.

If you have an allergy to any food, medication or other substance you will need to notify our staff, and you will have a red ID band applied to alert staff of your allergy.

Throughout your hospital stay you will be asked to repeat your name and date of birth regularly as this helps staff to identify the correct patient.

Whilst this can seem unnecessary at times, it is an important part of ensuring you are provided with safe care.

CLINICAL HANDOVER

At Monash Heart Private we endeavour to involve our patients in clinical handover as much as possible. This process will often take place in your room and involve your input, to keep you informed of your current status, progress and plans for your care.

 

PATIENT SAFETY

Please familiarise yourself with the following information on patient safety.

AVOIDING FALLS

Stay safe and prevent yourself from falling by observing the following:

  • Call, don’t fall!
    • Ask for help when you are having difficulty – staff are always available if you need help getting about. Use the call bell.
  • Environment
    • Familiarise yourself with your room, the bathroom, furniture and lighting. Take care when moving around.
  • Vision
    • Remember to bring and wear your glasses.
  • Medication
    • Your medications may affect your balance or vision. Discuss any concerns with the pharmacist, doctor or nurse.
  • Keep active
    • Walk carefully, take your time and watch for any obstacles. Use your usual walking aids and always tell us if you are feeling dizzy or if you are worried about walking on your own.
  • Footwear
    • Bring and wear low heeled, non-slip footwear that fits well. If you are wearing compression stockings always wear your slippers.

IF YOU’RE WORRIED TALK TO US

Stay safe and speak up if you or your family have questions or concerns by observing the following:

Speak with a doctor or nurse and state that you are worried and you think something might be wrong. They will listen to your concerns and explain the day’s treatment plan and aims of care.

If you feel that your concern has not been resolved ask for the nurse in charge and explain what is worrying you. The nurse in charge will listen to you and your concerns will be addressed.

If you remain worried call (03) 9594 5167 at any time. A senior member of the hospital team will respond to your concerns. This is the Hospital Coordinator

HAND HYGIENE – JUST ASK!

Stay safe and prevent infection by washing your hands often and well. This also includes family and friends, nurses and doctors.

During your stay, please help us fight the spread of infection. It’s okay to ask a staff member to clean their hands before attending to you.

THE IMPORTANCE OF MOVING MOVE! MOVE! MOVE!

Stay safe and maintain safe movement whilst you are in hospital. We encourage movement to reduce the risk of developing pressure injuries. A pressure injury is an area of skin that has been damaged due to unrelieved and prolonged pressure.

  • Keep active, regularly change how you sit or lie, even small body shifts help.
  • Avoid sitting up in bed for long periods, this puts pressure on your tailbone.
  • Ease sore spots with an air mattress, cushions, pillows or booties.
  • Staff will help if you cannot manage these things yourself.

 

LEAVING HOSPITAL

Planning your discharge is an important part of your care and commences prior to admission.

Depending on your needs, you may require a referral to:

  • Physiotherapy
  • Dietetics
  • Occupational therapy
  • Social work

Our staff will arrange the best possible plan for discharge, which may include home nursing, home support services or respite, depending on your clinical need and health funding.

Planned discharge time is 9.30am

TRANSPORT HOME

You will need to arrange your own transportation home. This should be finalised the day before discharge. If you have any transport concerns, please discuss with the staff looking after you.

DISCHARGE INSTRUCTIONS

It is important that you understand your discharge instructions. Your nurse will coordinate your discharge and will provide you with written discharge instructions.

BEFORE LEAVING YOUR ROOM:

  • Pack your belongings and check your room to be sure nothing is left behind.
  • Collect your x-rays and any aids that you require for home.
  • Speak with the pharmacist or your doctor if you have any questions about your medications.

 

PATIENT FEEDBACK

We are committed to providing the best level of care to all our patients. We want to hear about your stay as this provides us with valuable insight into our service and helps to improve the patient experience.

If you or your family have concerns during your stay, please speak with your nurse and/or the Nurse Manager as we want to resolve any concerns as they arise. Please complete a feedback form which is included in your discharge pack. If you have a compliment or wish to acknowledge a staff member who has provided exceptional care you can do so on the feedback form.

You can also provide feedback through this website monashheartprivate.org/your-feedback

Monash Heart Private (operated by Jessie McPherson Private Hospital) also partners with third-party providers of patient experience measurement to survey patients after discharge. You may receive these in the mail. The survey collects de-identified information to monitor and measure patient satisfaction.

CONSUMER REPRESENTATIVES

We are seeking individuals who would like to help guide the planning of our healthcare organisation into the future. This helps us to create a health service that is responsive to patient, carer and consumer input and needs.

You can contribute in a way that suits your interest and time, from sharing your story, to being part of an advisory committee.

You can register your interest with the Jessie McPherson Executive Office by calling (03) 9594 2978, or emailing JMPHConsumerParticipation@monashhealth.org

 

PRIVACY

Monash Heart Private (Operated by Jessie McPherson Private Hospital) is committed to ensuring that your personal information is protected and professionally managed in accordance with the Privacy Act 1988.

Information is collected throughout your hospital stay to help with your care and treatment. It is important that we keep this information accurate and up-to-date. If your details change whilst in hospital, please let a staff member know.

PATIENT RIGHTS AND RESPONSIBILITIES

Staff, patients, families and carers all have important roles to play in achieving healthcare rights. It is important to understand what these rights are so that everyone can work together to ensure that wherever and whenever care is provided it is of high quality and it is safe.

The following list outlines your rights as our patient in accordance with the Australian Charter of Healthcare Rights.

Your rights as a patient:

A high standard of health care: to participate in decisions regarding your care; have access to a wide range of services; to make a complaint or provide a compliment without affecting your stay.

Services which respect your culture and communication needs: to access professional medical interpreters; services are provided in a culturally sensitive way.

Receive only care or treatment for which you have provided consent: to decide if students may participate in your health care as part of their training; to decide whether to participate in a research project.

Clear information about your condition and its management: to receive prompt, meaningful responses to questions or concerns you raise about your health care; to be informed about diagnosis and treatment risks, benefits and alternatives; to access your records under the Freedom of Information Act 1982; to feel confident to discuss any issues in relation to your treatment or hospital experience with your health care workers.

Dignity and respect in your care: consideration of your individual needs; to receive services in a manner which is neither discriminatory nor judgemental; to be introduced to all staff who assist with your care; to know the name, identity and the function of key staff involved in your care.

Privacy and confidentiality: respect for your privacy and to have your health information treated as confidential; secure storage and maintenance of your health records; compliance by Monash Heart Private (Operated by Jessie McPherson Private Hospital) with the requirements of privacy legislation.

A safe environment: services provided in an environment that is accessible, clean, safe and secure.

A second opinion: to request and receive a second opinion about your health care.

The support of a person of your choice in discussions about your care: a support person to attend meetings and discussions with staff; to appoint in advance, someone to make health care decisions for you if and when you become unable to do so.

To leave the hospital against the advice of your doctor at your own risk.

For more detailed information, please feel free to download a copy of the charter here.

FINANCIAL INFORMATION

Monash Heart Private (operated by Jessie McPherson Private Hospital) will provide you with an estimate of costs for your stay. Your informed financial consent is required prior to admission.

You are responsible for the full cost of the hospital stay if your health fund does not cover your admission or if you are self-funded.

The information in this section covers:

  • Private Health Insurance
  • Self-funded (uninsured)
  • WorkSafe and TAC
  • Veterans’ Affairs
  • Overseas Health Insurance

PRIVATE HEALTH INSURANCE

Monash Heart Private (operated by Jessie McPherson Private Hospital) has contracts with all private health insurance funds.

Patients with private health insurance are required to contact their fund prior to admission to ensure they are covered. There are many policies which have restrictions and some patients may be surprised to find that they are not fully covered for the treatment they require.

When contacting your health fund you will need to know the item number/s if you are having a procedure, if you are not having a procedure you will need to know the admitting diagnosis. Your doctor will be able to provide this information.

You will need to check the following information in relation to your policy:

  • Exclusions and restrictions
    • Specific treatments and/or services that are not covered or only partially covered by your policy.
  • Waiting periods/benefit limitation periods
    • If your policy commenced less than 12 months ago or if you have changed your level of cover in the past 12 months your condition requiring admission might be deemed as pre-existing.
  • Financial
    • Your premium needs to be up to date for your entire hospital stay.

 

To help avoid any misunderstanding we recommend the following:

Check any out of pocket charges (including any excess and co-payments) that will apply by confirming your level of cover with:

  • Your Health Fund
  • Your Doctor
  • Monash Heart Private Booking Office

 

You may receive accounts from other providers which are not included in the hospital fees, these may include:

  • Doctors, Surgeons, Anaesthetists, Physicians, other medical practitioners.
  • Pathology, Radiology, Pharmacy etc.

 

SELF-FUNDED (UNINSURED)

If you are not privately insured, you will be required to pay the estimated costs of your hospital stay prior to or on admission.

The estimate we will provide is based on information provided by your doctor prior to your admission. Every effort will be made to provide an accurate estimate of expenses, however, additional costs may be incurred during your hospital stay.

Post discharge, we will issue an invoice with any outstanding amounts which you will be required to settle.

 

WORKSAFE OR TAC

WorkSafe or TAC authorisation is required prior to your admission and treatment. Your doctor will be required to provide this information to the hospital.

Where approval has been given, your account will be forwarded to the employer/insurer for payment. Each admission relating to the claim requires separate approval. There will be a fee payable for a private room if it is by your request.

If your claim is not yet determined your account will be treated as self-funded and you will be responsible for payment of the estimated costs prior to or on admission.

 

VETERANS’ AFFAIRS

Accounts for gold card members will be forwarded to the Department of Veterans’ Affairs for payment. Any other DVA cardholders should contact the Bookings Office (see details below) to confirm your cover. If you request a private room, there will be a fee payable upon discharge.

 

OVERSEAS HEALTH INSURANCE

We only accept certain types of overseas health insurance, mainly those aligned with Australian health funds. For other overseas health insurance, including travel insurance, you will be required to pay for your admission as a Self-Funded (uninsured) patient – please refer to the Self-Funded section above. You may be able to claim a reimbursement from your overseas insurer.

If you have any further questions about your hospital account please call the Bookings Office between 8am-5pm Monday to Friday on (03) 9594 2555.

 

VISITOR INFORMATION

VISITING HOURS

Visiting hours are from 10 am to 8 pm unless specified otherwise.

GUIDELINES FOR VISITING

The following general guidelines apply to most areas within Jessie McPherson Private Hospital:

  • Two visitors are permitted at any one time (or as agreed with the nurse or midwife in charge of the ward per individual patient needs).
  • Visitors can visit for any length of time during visiting hours unless a patient’s clinical team advises otherwise.
  • Visiting hours will be from 10 am to 8 pm. Visits outside these times are by arrangement only.
  • Consumers have the right to determine who may visit them and when they want to receive visitors, including the option to request no visitors.
  • The number of children at the bedside may be limited according to local conditions as directed by the nurse or midwife in charge.
  • Our teams are aware that consumers from culturally and linguistically diverse backgrounds and/or with special needs may have different needs regarding visiting hours and the role of their support persons. We will do our best to be responsive and flexible to these needs, acknowledging the important role that family and carers play for some of our patients.
  • Where patients are unable to receive visitors in person, we encourage virtual visiting.
  • Surgical masks are required (unless N95 is required) in clinical areas.

SPECIALTY AREAS

In addition to the above, the following area-specific guidelines apply:

Birth Suite & Pregnancy Assessment Unit (PAU)

  • Two people may accompany a patient

Maternity Ward

  • ANTENATAL PATIENTS:
    • Partner/support person is welcome to visit anytime between 7am and 8pm.
  • POSTNATAL PATIENTS:
    • Partner/support person is welcome to remain throughout the postnatal stay.
  • BOTH ANTENATAL & POSTNATAL PATIENTS:
    • Patients may have two visitors per day (additional to partner/support person), between the hours of 10am and 8pm.
    • Siblings may visit if accompanied by an adult.

Parenting Sanctuary

  • There are no visitor restrictions in place for patients staying in the Jessie Parenting Sanctuary (Hotel Chadstone Melbourne, MGallery by Sofitel).

Special Care Nursery (SCN)

  • Parents are permitted to visit at any time between 7am and 8pm.

PRIVACY

Visitors must be respectful of the patient, other patients, visitors and employees.

There may be times when visitors will be asked to leave the patient to enable employees to attend to a patient’s care or to provide appropriate patient privacy. Visitors will be advised when they can return to the ward/unit.

VISITING SAFELY

Visitors are asked to sanitise their hands before and after spending time with a patient. Please use the hand sanitiser provided.

Visitors who feel unwell or who have experienced fever/chills, sore throat, cough, vomiting or diarrhoea in the previous 48 hours are asked not to visit until they are well.

VISITOR CAR PARKING

Onsite visitor car parking is available. Learn more here.

BEHAVIOURAL EXPECTATIONS

Patients, support persons, visitors and employees have the right to feel emotionally and physically safe, to be listened to, and to be treated with respect and dignity. It is a requirement that patients, support persons, visitors and employees behave in accordance with community and legal expectations.

The following behaviours are not acceptable and will not be tolerated:

  • Aggressive behaviour, harassment and intimidation
  • Threatening language towards patients, support person(s), visitors or staff
  • Physical attacks to people or property
  • Obscene, racist, sexist or demeaning language

Consideration should be given to keeping noise at a minimum, so please use radios, televisions, mobile phones, etc quietly.

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