Bentley Hospital Patient Information Guide

Royal Perth Bentley Group

Welcome to Bentley Hospital 1 Patient rights 3 During your stay 4

Whattoexpectfromourstaffontheward 4 Patientidentification:rightperson,rightplace,

rightprocedure 5 Findingyourwayaroundourhospital 5 AboriginalHealthliaisonservice 5 Interpreterservices 5 Choosingwisely

–Understandyourtreatmentoptions 5 Patient enquiries 6 Visitingtimes 6 Smoking 7 Alcoholanddrugs 7 Amenities 7

Kioskopeninghours 7 Vendingmachines 8 Patiententertainment 8 Telephones 8 Mobiledevices 8 Cameras 9 Meal times 9

Contents

Hairdresser 9 Pastoral Care Services (Chaplaincy) 10 Medical students 10 Youth, Adult and Older Adult Mental Health 10 Feedback, compliments, complaints 11

Patient Opinion 12 Transport information for your visitors 13 Returning home 13

Dischargetime10am 13 CarersWA 14 Bentley Hospital Community Services 15

MentalHealth 15 ConsumerAdvisoryGroup 15 BentleyHospitalVolunteerServices 15 Bentley Hospital site map 18

Welcome to Bentley HospitalDuringyourstaywewouldlikeyoutounderstandeveryaspectof your care and be as comfortable as possible.

Thisbookletprovidesimportantinformationandwillhelpyoufeelsupportedduringyourstay.Itletsyouknowwhattoexpect,importantquestionstoaskyourtreatingteam,howtobeinvolvedinyourcare,aswellaswhatservicesandamenitiesareavailableforyouandyourvisitors.

Ourstaffareheretohelpandarecommittedtoprovidingyoutheverybestsafe,highqualityhealthcare.Iencourageyoutospeaktoyourtreatingteamshouldyouhaveanyspecialrequirements or need any further information about your stay.

BentleyHospitalisapartoftheRoyalPerthBentleyGroup,andisrenownedforcontributingtoinnovationandexcellenceinmaternity,mentalhealthservicesandpatientcare.AsapartnerofChoosingWiselyAustralia,wearecommittedtoreducingunnecessaryteststhatmaytakeplace,andeducatingyouonhowtohaveanopenconversationwithyourdoctoraboutyourtreatment plan.

As a part of our ambition to become Australia’s Safest HealthcareGroup,weaimto:

Deliver what matters mosttoourcommunitywithskill and compassion.

Provideconsistent high quality care that patients wouldrecommendtotheirfamilyandfriends.

Distinguishourselvesastheemployerofchoicewho

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fosters a culture of continuous improvementamong staff.

Be a leader in clinical excellence that translates to no patient harm.

Wealwaysliketohearaboutyourhospitalexperience,sopleasereachouttouswithyourfeedback.

Iwishyouwellinyourrecovery.

Dr Aresh Anwar Executive DirectorRoyal Perth Bentley Group

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PatientrightsAllpatientsandotherpeopleusingWesternAustralianpublichospitals,includingconsumers,familiesandcarershavearighttoreceivethehighestpossiblestandardofphysicalandmentalhealthregardlessofage,genderorculturalbackground.

What you can expect from Royal Perth Bentley Group (RPBG).

AllpatientsatRPBGhavethefundamentalrightto:

Access–servicesthatwilladdressyourhealthcare needs.

Safety–receivesafeandhighqualitytreatmentbasedon yourindividualhealthneeds.

Respect–beshownrespect,dignityandconsideration foryourprivacyandpersonalorculturalneeds.

Communication–beinformedaboutservices, treatment,optionsandcostsinaclearandopenway.

Participation – be included in decisions and choices about your care.

Privacy–privacyandconfidentialityofyourpersonal information.

Comment–compliment,commentorcomplainabout thehealthcareyoureceive,andtobegiveninformation abouthowtolodgeacomplaint,withoutcompromising your health care.

Formoreinformationandsupportaboutpatientrightsand

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responsibilitiespleasespeakwithyourwardstaff.

DuringyourstayBentleyHospitaliscommittedtoprovidingthehigheststandardofserviceandcaretoallofourpatients.Weexpectourstaffbeconsiderate,courteousandrespectfultoourpatientsandtheircarer’s,aswellastoeachother.

ThisbookletwillprovideyouwithimportantinformationtohelpyoufeelcomfortableandsupportedduringyourtimeatBentleyHospital (BH).

Pleaseaskamemberofstaffifyourequireanyfurtherinformation.

What to expect from our staff on the wardPleaseadviseyourAdmission’sNurseifyouhaveanyspecialneeds,suchashearingorvisionimpairments,dietaryrequirements,oranyotherdisability.

Itisimportantthatyoudiscusswithusifyou,yourfamilymember,orsomeoneyoucareforhasadisabilityasthereareservicesavailablethatwecanoffertoprovideyouwiththehighestqualityhealthcareavailable.

You can also contact the Social Work Department on 9416 3666 for more information.

Ifyouhaveacareritisimportantyoutellussothatwecanincludetheminyourcareanddischargeplanning.

Foryoursafetywealsoaskthatyouinformthenursingstaffbeforeleavingthewardatanytime.Werequestthatyoudo

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notleavethehospitalpremiseswithoutthepermissionofyourdoctor.

Patient identification: right person, right place, right procedureTheplasticidentificationbandyoureceiveduringyouradmissionmustbewornatalltimesduringyourhospitalstay.

Youcanexpectourstafftocheckyourdetailsregularly;thisincludesyourIDband,fullname,dateofbirthandotheridentifyinginformation.Thoughthismayseemfrustratingandrepetitiveitwillensureweareprovidingthecorrecttreatmentandcareoneveryoccasion.

Finding your way around our hospital PleasevisitthereceptiondesksatA, D E, and F block for directionsonhowtofindspecificareas.

Interactiveway-findingkiosksthatprovidepublicaccesstoanelectronic map system can be found at A, D and E blocks.

Interpreter servicesInterpreterservicesareavailableifEnglishisnotyourfirstlanguage.Professionalinterpretersareavailabletoassistonsiteoroverthetelephone.

Askyournurseformoreinformationonhowtoaccessinterpreterservices.

Choosing Wisely – understand your treatment options ChoosingWiselyAustraliaiscommittedtoreducingunnecessarytestsandprocedurestakingplaceinhospitals.As

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achampionorganisationofthisinitiative,weencourageyoutoaskyourtreatingteamthefollowingquestions,tohelpmakeaninformed decision about your treatment options.

1. DoIreallyneedthistest,treatmentofprocedure? 2. Whataretherisks? 3. Aretheresimpler,saferoptions? 4. WhathappensifIdon’tdoanything? 5. Howlongwillittakemetorecover?

Patient enquiriesDetailsaboutyourconditionwillbeprovidedbyhospitalstafftoyournominatednextofkinonly.Youwillbeaskedtoupdateyour next of kin details on each admission.

Friendsorrelativesshouldcontactyournextofkindirectlyforinformationspecifictoyourcondition.

Visiting times Familyandfriendsarewelcometovisit.Generally,visitinghoursare from 8am to 8pm daily. A rest period across most wards occurs between 12pm – 2pmdailywhenvisitorswillnotbepermitted.Forthecomfortofallpatientswerequestthatyoulimitthenumberofvisitorstoamaximumofthreeatanyone time.

Visitinghoursandrestperiodsonindividualwardsdovaryandmaybeadjustedatthediscretionofnursingstaff.

Pleasecheckwithwardstaffforfurtherinformationaboutthespecificvisitinghoursontheward.Ifyouexpectvisitorsoutsideofnormalvisitinghourspleasecall94163666.

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SmokingSmokingisnotpermittedatBH.Patients,staffandvisitorsarenotallowedtosmokewithinfivemetresofalldoorwaysandairvents;someexceptionsaremade for mental health patients.

Uponadmissionyouwillbeassessedfornicotinedependenceandmaybeofferednicotinereplacementtherapytomanagecravingsandotherphysicaleffectsofnicotinewithdrawal.

Pleaseadviseourstaffifyouareasmokersothattheycandiscussoptionswithyou.

Alcohol and drugsAlcoholanddrugsarenotpermittedinRoyalPerthBentleyGroup(RPBG),BHoronanyotherhealthservicecampus.

AmenitiesThereareanumberofservicesavailabletoyouandyourvisitorsduringyourhospitalstay,theseinclude:kiosks,dining,hairdresser and Pastoral Care.

Kiosk opening hours ABlockkiosk: 10am – 4pm. Snacks,toiletries,stationeryandgiftsareavailablefor

purchase.

FBlockkiosk:9.30am–2.15pm,and1:30pmonthe thirdWednesdayofeverymonth.

Hotandcoldfood,drinks,snacksandlolliesare availableforpurchase.

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Vending machinesDrinks and snacks can be accessed 24 hours a day from vendingmachineslocatedinA,DandFBlocks.

Patient entertainmentAbedsideradioisprovidedfreeofcharge.

PrivatelyownedtelevisionsarepermittedonthewardsprovidingtheyaresafetycheckedbyBHElectricians.TelevisionsareavailableinsittingroomsandareavailableforhireinpatientroomsonWard1,2and3.

Notelevisionhireisavailableinmentalhealthwards.

TelephonesBedsidetelephonesareavailableandyoucanreceiveincomingcallsatnocost.Foroutgoingcallsphonecreditcanbepurchasedviathehandpieceusingyourcreditcard,orpre-paidpatient phone cards. These can be purchased from the hospital televisionrentalsrepresentativewhovisitsthewardsdaily.

Publictelephonesarelocatedin:

A Block – Ward 2 FBlock(Reception,Ward7and8) EBlockReception John Milne Centre.

Mobile devicesYouandyourvisitorsmayusemobilephonesanddevices,suchasiPadandtablets,butpleaserefrainfromdoingsoinpatientareas,orwhensignsindicatethatmobiledevicesarenottobeused.

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WiFiisnotavailableatourhospital,pleasebeawareyouwillberequiredtosupplyyourownmobileinternetdevice.

Forthecomfortofotherpatientsthesoundonradio,televisionandmobiledevicesshouldbekeptlow,orputonsilent.

CamerasThe use of cameras is strictly prohibited in some areas. You and yourvisitormustcomplywiththesignsdisplayed.

Whenusingcamerasinotherareasofthehospitalpleaseberespectful of others.

Ourstaffandyourfellowpatientshavearighttorefusetobephotographedorvideorecorded.

Meal timesOurmealsarepreparedonsitetocaterforalargenumberofdietary or cultural requirements. Ifyouhaveanyspecialdietaryneedspleaseletyournurseknow.Mealsareservedduringthefollowingtimes:Breakfast:8amLunch:12pm–1:30pmDinner:5pm–6pm.

Achoiceofhotandcolddrinksareavailableatmorningandafternoontea,andsupper.

HairdresserYouhaveaccesstotheservicesofahairdresseratyourowncost.ThehairdresserisavailableonTuesdayandThursdayinWard4.Speaktoyournursingstaffifyouwouldliketomakeabooking.

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PastoralCareServices(Chaplaincy)ThePastoralCareServiceisavailabletoyou,yourvisitorsorcarers.Theservicewhichcaterstoallspiritualandreligiousbeliefs is located adjacent to G Block and is open for personal meditationorreflectionduringtheday

AchurchserviceisheldintheBHChapelat9ameverySunday.

Chaplainsvisitthewardsonaregularbasisandpastoralcareisofferedtopatients,theirfamiliesandstaff.

PleaseletyounursingstaffknowifyouwouldliketoseeaPastoralCareOfficer

Pastoral Care Services Office Telephone:94163402

Medical studentsAsBHisateachinghospital,themedical,nursingandalliedhealthstafftreatingyoumayhavestudentsworkingwiththem.Itispossiblethatyouwillbeaskedtodiscussdetailsofyourconditionandundergoanexaminationbythestudents.

Youhavetherighttorefuseexaminationbystudentsatanytime.

Youth,AdultandOlderAdultMentalHealthWeprovidecommunityandclinicbasedoutpatientservicesthroughamultidisciplinaryteamofnurses,doctors,psychologists,occupationaltherapistsandsocialworkersinthreeprogramareasofadult,olderadultandsub-acute.

Allteamsofferassessment,clinicalinterventionsandadvice

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forconsumersandcarersofpeopleexperiencingmoderatetoseverementalhealthproblems.

Inadditiontoourcommunityteams,weprovideacuteinpatientservicesforadultsandolderadults.

Ourmentalhealthservicesareprovidedinadultandsub-acutecareforpeopleaged18to65yearsandinolderadultforpeopleover65years.

Youthtreatmentservicesarealsoprovidedforyoungpeopleaged16to17yearspresentingwithcomplexandacutementalhealth issues.

Whereapplicable,bedsareauthorisedundertheMental Health Act 2014withcarebeingprovidedbythemultidisciplinaryinpatient care teams and supported by community teams for dischargeplanning.

MentalhealthrehabilitationservicesforinpatientandcommunityrehabilitationareprovidedfromtheJohn Milne Centre on Ward 9.

Feedback,compliments,complaintsWewelcomeallpatientandvisitorfeedbacktohelpwithcontinuousimprovementofourservices,inthefirstinstanceyoucantalktowiththestaffmemberinvolvedortoaseniormemberofstaffinyourwardorarea.

The RPBG Consumer Engagement Unitisavailabletolisten,helpandassistyouinprovidingfeedback.Theycanprovidesupportandinformationaboutpatientrightsandresponsibilities.

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Allfeedback,complimentsandcomplaintsaretakenseriouslyandyourfeedbackcanbegiveninwriting,viaemail,overthephone,inperson,orthroughthePatientOpinionplatform.

Royal Perth Bentley Group Consumer Engagement UnitOpen Monday to Friday, 8am – 4pmPhone:92241637Email:RPBG.Feedback@health.wa.gov.au

Patient OpinionShare your experience with us and help us make our health service better! PatientOpinionisanonlineplatformwhichallowsyoutoprovidefeedbackaboutyourexperiencewithourhospitalorhealthservices.

Bysharingyourstoryourleadersandstaffcanlearnfromyourexperienceanddiscusswithyouhowithashelpedustoimproveourdeliveryofcareandservices,andifwegotitrightandyoureceivedamazingcarepleaseletusknow!

https://www.patientopinion.org.au/

SurveyYoumightreceiveasurveyinyourletterboxafterreturningfromhospital.Ifyoudo,pleasetakethetimetocompleteit.Youandyourfamily’sfeedbackmakesadifferenceandwillhelpustoprovidebettercare.

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TransportinformationforyourvisitorsPublic transport SeveralbusroutestravelalongAlbanyHighwaywithstopsclosetoMillsStreet.Busroute201fromCanningtonTrainStationalsostops outside BH four times per day.

Queens Park Station is the closest train station to BH and is approximatelya20minutewalk.

VisittheTransperthwebsitewww.transperth.wa.gov.au or call 136213forindividualpublictransportoptions.

Parking for you and your visitorsThereisfreepatientandvisitorparkingavailableonbothsidesofMillsStreet.AdditionalparkingisalsoavailablebehindAandBblockswhichisaccessibleviaChannonStreet.

ACROD Parking bays can be found in the car park outside A, B, D, E, M, and J Block.

ReturninghomeDischarge time 10am

Theofficialtimeofdischargefromthewardis10am.Yourfriendsandfamilycanassistyoubyorganisingtransportaheadoftime.

Beforeyourexpecteddeparturedate,youshouldbegintoconsiderthefollowingquestiontoensureyourreturnhomeiscomfortable and stress free.

DoIhavesomeonetopickmeup? DoIneedamedicalcertificateformyemployer?

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DoIhavemydischargeletter,medications,specialist equipmentandx-rayspreviouslybroughtin?

DoIneedfollow-upappointments? Do I require additional health support or rehabilitation

serviceswhenIreturnhome? HaveIreceivedinformationaboutmypost-hospitalcare?

CarersWACarersWAisanot-for-profitorganisationandthepeakbodyrepresentingcarersthatcareforsomeonewhohasadisability,chronicillness,mentalillnessorwhoiselderlyorfrail.

Servicesincludecounselling,educationandtraining,adviceandrepresentation,socialandpeersupport,theYoungCarerProgram,andthePreparetoCarehospitalprogram.

Ifyouareadmittedtohospital;pleaseadviseyournurseorsocialworkerassoonaspossible,ifyouareacarer.Theywillensurethepersonyoucareforisprovidedwithongoingsupport.

RPH Social Work Department Phone:92242711Ifyouarecaringforafamilymemberorfriendwhohasbeenadmittedtothehospital,pleaseaskwardstaffforaPrepare to Careresourcepack.Ifyouarecurrentlycaringforsomeonewhois not a patient at the hospital you can still call Carers WA to registerforafreeCarerSupportKit.

For more information call 1300 CARERS(1300227377)orgoto www.carerswa.asn.au

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BentleyHospitalcommunityservicesWearecommittedtoinvolvingconsumersandcommunitygroupsinourserviceplanninganddeliverytoensurewebuildservicesthataresuitableforallmembersofourdiversecommunity.

Consumer Advisory AConsumerAdvisoryCommitteeandAboriginalConsumerAdvisoryGroupshavebeenestablishedtohelpusbetterunderstandthepatientexperience.Theyprovidesupportandguidanceonrelevantissuestoimprovethehospitalexperienceforpatients,consumers,theirfamiliesandtheircarers.

For further information contact the Director Consumer Engagement Unit on 9224 2312.

Mental Health Consumers Advisory GroupTheBentleyMentalHealthConsumerAdvisoryGroupactsasaconsultativegrouptopromoteandrepresentconsumerandcarerissues.ThegroupprovidesadviceandrecommendationstotheBentleyMentalHealthServiceonissuesaffectingconsumersandcarersusingtheservice.

Please contact the Program Manager Sub Acute Mental Health on 9334 3515 for further information.

Volunteers Voluntary Transport AssociationTheVoluntaryTransportteamisalifelineforpatientswhohavenootherwayofgettingtoourhospital.Theteampickupanddropoffpatientsatattendingoutpatientsclinicsorservices.

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Speaktoyounursingstafftofindoutifyouareeligibleforvoluntarytransportservices.

Forget me NotsThe‘ForgetMeNots’areadedicatedgroupoftrainedvolunteers,whooffercomfortandsupporttopatientswithcognitiveimpairment,specificallydementiaanddelirium.

Volunteersprovidepatientswithafriendlyface,emotionalsupportandpracticalassistanceatatimewhentheyneeditmost.Thisperson-centredcarecanreducepatients’anxietyanddistresslevelsinanunfamiliarenvironment,whichcanassistwithrecovery.

Furtherinformationabouttheprogramisavailableat www.bhs.health.wa.gov.auorbycontacting Elaine.Newman@health.wa.gov.au.

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Bentley Hospital18–56MillsStreet,Bentley,WA6012Email:RPBG.Feedback@health.wa.gov.au

www.BHS.health.wa.gov.au General enquiries 9416 3666

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Bentley Health Service site map

Royal Perth Bentley Group

L

to Albany Highway Mills Street Mills Street

Cha

nnon

Str

eet

LEGEND

Bus stop

Visitor parking

Australia Post box

Block nameA

B

C

D

E

F

G

H

J

K

L

M

N

BUILDING IDENTIFICATION

A Main hospital and maternity services

B Radiology and pathology

C Aged care and rehabilitation inpatients (ward 4 and 5)

D Aged care and rehabilitation outpatients

E Outpatient clinic

F Adult inpatient mental health

G Community outpatients

H John Milne Centre

J Ward 10 older adult mental health

K Service buildings

L Antenatal and obstetric clinic

M Touchstone Community CAMHS

N Bentley Adolescent Unit

P Bentley Family Clinic

Q Chapel

NORTH

Temporary

park

Government car compound

P

Q

Bentley Health Service site map

Royal Perth Bentley Group

L

to Albany Highway Mills Street Mills Street

Cha

nnon

Str

eet

LEGEND

Bus stop

Visitor parking

Australia Post box

Block nameA

B

C

D

E

F

G

H

J

K

L

M

N

BUILDING IDENTIFICATION

A Main hospital and maternity services

B Radiology and pathology

C Aged care and rehabilitation inpatients (ward 4 and 5)

D Aged care and rehabilitation outpatients

E Outpatient clinic

F Adult inpatient mental health

G Community outpatients

H John Milne Centre

J Ward 10 older adult mental health

K Service buildings

L Antenatal and obstetric clinic

M Touchstone Community CAMHS

N Bentley Adolescent Unit

P Bentley Family Clinic

Q Chapel

NORTH

Temporary

park

Government car compound

P

Q

20 RPH M14

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rph.health.wa.gov.au bhs.health.wa.gov.au

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