Pennant Hills Day Surgery

361 Pennant Hills Road, Pennant Hills, NSW 2120

Preparing for your hospital visit

  • Patient admission forms and information booklet

    If you have any questions about your admission, please contact our hospital staff on 02 9481 0048, who can answer any questions you may have about your hospital visit.

    • Please return your admission forms at least 7 days prior to your admission. This gives us time to prepare for your hospital visit. If you have not received a copy of the admission form, you can complete it online by clicking on the button below.
    • A copy of our Patient Information booklet can be also be downloaded below.
  • Before Your procedure

    What you need to do:

    • You will need to arrange for a responsible adult to accompany you to the hospital, drive you home and stay with you for 24 hours after your procedure. If you fail to make this arrangement, your procedure may be cancelled. If you are having difficulty finding someone to be with you on the day, please discuss your options with our staff or your doctor.
    • It is important that you follow your doctor’s instructions regarding any special preparation, fasting instructions and medications prior to your procedure.
    • Please contact your doctor prior to your procedure if your health has deteriorated, as we may need to postpone your admission until you’re feeling better.
    • Please obtain an up-to-date list of your current medications from your General Practitioner or pharmacist, and bring this with you on the day of your procedure.

    For 24 hours after an anaesthetic, you will not be able to:

    • Drive a vehicle
    • Drink alcohol
    • Operate machinery
    • Make important decisions
    • Sign legal documents
    • Undertake any activities requiring co-ordination or a high level of alertness

    Please remember that motor vehicle insurance may not cover any accidents within 24 hours of an anaesthetic.

    Illness Before Your Procedure

    If you are unwell, or have a cold, flu or infection prior to your procedure, please contact your surgeon and our pre-admission staff. Your procedure may need to be postponed until you are well again.

  • What to bring

    On the day of your procedure, please make sure you bring along

    • Your Medicare card, and where relevant your Health Insurance membership card, Veterans’ Affairs card, and/or your Pensioner Concession card
    • Your Workers Compensation claims agent details and approval letter if required
    • Your credit card for any out of pocket expenses
    • Your mobile phone to check in and contact your carer
    • Any spectacles required, in their case
    • Advanced care plan and/or treatment-limiting orders
    • Any mobility or walking aid you use
    • Your CPAP machine if you use one
    • A list of medications you are currently taking (preferably typed), and any medications you may require during your stay
    • Any recent and relevant X-rays, scans and test results
    • Any relevant letters or reports from your doctor
    • Your Power of Attorney documentation (if applicable)

    It is also important to wear loose comfortable clothing, and it’s a good idea to bring some reading material with you.

  • What not to bring

    Provision for safe custody of valuables is limited, so please

    • leave all valuables at home, including jewellery
    • avoid bringing large amounts of cash

    It’s also important not to wear make-up, nail polish or perfume.

  • Fasting

    Before you undergo an anaesthetic, you will need to avoid eating or drinking anything for a specific period of time. It’s important for safety reasons that you follow the fasting instructions given to you by your doctor, as this protects your airways and lungs while you are asleep.

    We will give you a snack and fluids when you are in the recovery room after your procedure.

  • Medications

    Check with your doctor, anaesthetist or GP whether you should take your prescribed medications on the morning of your procedure. If so, you can take them with a sip of water if fasting.

    Please remember to bring a list of all your medications with you. Your GP or pharmacist can provide this to you.

    Pennant Hills Day Surgery is committed to safe use of medications. You can find more information on medication safety via the link below.

  • Smoking

    Please be advised that Pennant Hills Day Surgery is a smoke free environment. We recommend that you do not smoke on the day of your procedure. If you smoke, you may wish to discuss a nicotine replacement therapy with your doctor prior to your admission.

     

  • Getting here and parking

    Pennant Hills Day Surgery is located on the corner of Pennant Hills Road and George Street in Pennant Hills. We have a drop off and pick up zone in the carpark underneath the day surgery. Alternatively, there is on-street parking located on George Street.

    Entry to the carpark is from George Street only. Please note that there is no right hand turn into George Street from Pennant Hills Road. When travelling from the south, please turn right into The Crescent, approximately 200m before you reach the hospital.

     

     

     

  • English as a second language

    If you have difficulty with understanding English, please seek the support of a competent person to translate for you and assist with your visit to the hospital. Assistance is also available from the Translation and Interpretation Service (TIS) on 131 450.

    Links to a number of important documents in other languages and formats related to the safety of your hospital visit are available below, including the Australian Charter of Healthcare Rights, which describes what you, or someone you care for, can expect when receiving healthcare in Australia.

  • Internet Access (Wi-fi)

    Free wi-fi access is available for our patients. Please ask our friendly reception staff for the Guest Password of the day.

  • Emergency Procedures

    Our hospital is fitted with a modern fire and smoke detector system. In the unlikely event of an emergency, please do not panic. It is important that you remain near your bed or chair until you are instructed to leave by a fire officer of staff member. All of our staff are trained to handle emergency situations.

  • Admission

    When you arrive on the day of your procedure, our friendly reception staff will work with you to confirm your details and process your admission.  Remember: you’ll need to pay any out of pocket expenses at the time of your admission.

    When this is complete, one of our admission nurses will see you privately to review your medical history, allergies and other medical information. Our nurses call our patients through according to the order on the operating list, so please don’t worry if someone who has arrived later than you, is called through earlier.

    You will then be asked to change into hospital attire and escorted to the pre-operative area where you will be given any required medication and prepared for your procedure. When your doctor is ready for you, you will be accompanied into theatre by one of our nurses.

    Our staff will check your details regularly throughout, asking you a number of times to confirm your name, and the details of your procedure with you.

  • Billing & health insurance

    If you have private health insurance, we will check your level of cover and inform you of any excess amount that will be payable on the day prior to admission.

    Before you are admitted, any outstanding amount not covered by your health fund (co-payment or excess) will need to be paid. On the day, you can pay via credit card or EFTPOS. Please note we do not accept American Express or Diners Club.

    It’s a good idea to contact your private health fund to check any exclusions or restrictions on specific treatments. They can answer any questions, and advise you whether you have any excess or co-payment associated with your policy.

    If you do not have private health insurance, you will be required to pay the full amount for your day procedure admission. There is no rebate from Medicare for day surgery charges.

    You may also receive a separate account from your doctor and anaesthetist for their services.

    Third party claims

    If you are a Department of Veterans Affairs (DVA) patient, we will lodge a claim with the DVA for you. If your procedure is part of a WorkCover or Third Party claim, you will require written approval for admission from WorkCover or Third Party claimant.

    Questions to ask your private health insurer

    Before you have your procedure, we recommend you contact your private health insurer and check whether you are covered . We have provided a guide to the questions you should ask.

  • After your procedure

    After your procedure you will be brought into recovery, where your nurse will make you comfortable. Our recovery area is a restricted area for patients and staff only. In certain circumstances a family member may be granted access when additional care is required.

     You must have a responsible adult carer to collect you from Pennant Hills Day Surgery, and stay with you overnight and for at least 24 hours after an anaesthetic. We will call your carer after your procedure to let them know when you can be picked up.

    We’ll also give them your detailed discharge instructions. It is important you follow these instructions to ensure the best outcome from your procedure. Your doctor or anaesthetist may give you a prescription for any pain relief and/or antibiotics if required after your procedure.

    One of our nurses will call you on the next business day after your procedure to check how you are recovering. We recognise that you may have gone about your usual routine, and if we miss you, we will endeavour to leave a message. You are welcome to ring us if you have any questions and think you may have missed the call.

    If you are experiencing problems after your procedure, please contact your doctor.

    Preventing falls

    Coming into hospital increases the risk of falling or tripping as you are in an unfamiliar environment, may be nervous and may be given anaesthetic drugs. Most falls occur near the bed, or when using the toilet. Use your call bell and ring early if you require assistance with anything. Please wait for staff to attend you especially if you have been told you require assistance.

    Please take your time when getting up from sitting or lying down. Let staff know when you are feeling unwell, or unsteady on your feet, and make sure anything you use to support you is stable.

    If you have a walking aid, please bring it with you. Use your own walking aid and we’ll help you to keep it within reach.

    It is important to wear safe footwear, and we encourage you to wear supportive shoes, slippers or non-slip socks that fit you well. Scuffs or thongs are not appropriate and should not be worn. Please don’t walk in socks or surgical stockings without a non-slip sole.

    If you wear glasses, you should bring them with you on the day of your procedure. Make sure they are clean, and we will make sure they are within reach when you need them.

    When you get home, please take care when moving around. We encourage you to rest and let your carer assist you for the remainder of the day.

    If you do fall, please call and wait for help. Do not try to get up on your own.

    Pressure injuries

    Pressure injuries are also known as pressure ulcers or bed sores, and are damage to the skin caused by constant pressure or friction. They can occur when you are unable to move easily due to illness, injury or surgery. It is extremely unlikely that a pressure injury will occur during a day surgery admission, due to the short period of time you are in hospital.

    When you are recovering from your procedure at home, you should monitor yourself for pressure injuries and look for the following signs:

    • Redness or discolouration of the skin
    • Tenderness, pain or itching in affected areas
    • Blistering or broken skin
    Nausea

    This is less common with modern anaesthetics. If it does occur, it should only be temporary. If nausea persists, avoid food but maintain fluids. If it does not resolve within 24 hours, it is important that you contact your doctor.

    Sore throat

    This may occur due to your gastroscope, or to your anaesthetist assisting with your breathing. It usually disappears within 24 hours. Simple pain relief may help relieve this.

    Tender arm or hand at injection site

    This may occur due to irritation of the vein or slight bruising from the needle or the drugs injected, and can persist for several days. If your arm or hand look red or inflamed consult your doctor and notify Pennant Hills Day Surgery.

    Infection

    Everyone, including patients and visitors, has a role in preventing and reducing the risk of infection. There are a number of things you can do to reduce the risk of infection:

    • Make sure you wash your hands carefully with soap and water, or use an alcohol based hand rub. These are both readily available in the hospital, and it’s important to make sure they are ready at home.
    • Please don’t hesitate to ask a healthcare worker whether they have washed their hands
    • Remember to cover your nose and mouth with a tissue when you cough or sneeze, or use your elbow if you don’t have a tissue. Cleaning your hands afterwards is important.
    • If you have had an infection prior to your admission, please let your nurse know during your admission.

    Please notify the Director of Nursing at Pennant Hills Day Surgery should any redness, swelling, pain or discharge be noticed from your wound after your procedure – or if you visit a doctor and are prescribed antibiotics for an associated infection within 30 days of your procedure.

    Hand hygiene

    Patients and carers should wash their hands prior to attending wound care.

  • Privacy

    As a patient of Pennant Hills Day Surgery, your privacy and dignity will be maintained at all times. We hold medical records relating to your treatment, and the content of these records will only be divulged with your consent or where permitted or authorised by law.

    We are bound by the Australian Privacy Principles under the Privacy Amendment (Enhancing Privacy Protection) Act 2012, the Privacy Act 1988, and other laws that governs how hospitals handle your personal and health handle your personal information. For more information, please read our Patient Guide Booklet, and download the Australian Privacy Principles fact sheet.

  • Quality & Safety

    Pennant Hills Day Surgery strictly follows all statutory and relevant body guidelines and Australian Standards. We work hard to provide both a supportive environment and the highest level of care for our patients and staff.

    We work together under the management of our Medical Advisory Committee (MAC) and General Manager/Director of Nursing.

    Patient feedback and quality of care

    We never stop caring about patient care. That’s why we continually monitor and assess everything we do, so we can improve the quality of care we provide. Patient feedback plays a crucial role in maintaining and enhancing the quality of care provided at Pennant Hills Day Surgery. By actively listening to our patients, we gain valuable insights into their experiences, allowing us to make informed decisions about how to improve our services. Our quality outcomes are reviewed by our MAC before being made available for consumer feedback.

    We encourage patients to confidentially share their thoughts through a post-operative survey sent via email, while guests and visitors can easily provide feedback through our website. This continuous process of collecting and reviewing feedback ensures that we remain responsive to the needs and expectations of our patients, aligning with the National Safety and Quality Health Service (NSQHS) Standards.

    One of the key metrics we use to gauge patient satisfaction is the Net Promoter Score (NPS). The NPS is a simple way to measure how happy our patients are with the care they receive. At Pennant Hills Day Surgery, patients are asked: “How likely are you to recommend our hospital to friends and family if they need similar care or treatment?”

    Patients answer this on a scale from 0 to 10, with:

    • 10 being ‘extremely likely’ and
    • 0 being ‘not likely at all’

    Scores of:

    • 9 or 10 are considered ‘promoters’ (very happy patients)
    • 7 or 8 are ‘passives’ (neutral), and
    • anything below 7 is a ‘detractor’ (unhappy patient)

    The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. According to global NPS standards, an NPS score above 70 is considered very high and shows the service is world-class. From July to September 2024, Pennant Hills Day Surgery achieved a Net Promoter Score of 89.

    Some of the more detailed results from patient feedback during this period revealed:

    • 99% of surveyed patients expressed satisfaction with the quality of care received
    • 97% praised our staff’s communication
    • 98% felt safe whilst in our care

    These results highlight the effectiveness of our efforts and provide us with a clear direction for further enhancing our services.

    Workforce checks

    To make sure we offer the highest possible standard of comfort and care, our specialist clinical staff have their credentials and abilities assessed annually.

    Clinical handover

    To make sure nothing is missed, our systems ensure seamless continuity in the event your care is transferred from one person to another. This includes discharge instructions to patients and/or carers.

    Infection prevention & control

    Pennant Hills Day Surgery follows strict infection control procedures. Our staff take every precaution to prevent infections and our antibiotic usage is monitored against best practice. As patients are discharged the same day, we try to get feedback from your specialist or GP if any infections occur. We encourage you to contact us directly if you have any concerns regarding this.

    Pennant Hills Day Surgery employs a variety of strategies to prevent infections. These include:

    • auditing how often and how well staff wash their hands using soap and water or hand sanitiser
    • using gloves and specialised sterile equipment
    • using specialised disinfectants when cleaning facilities
    • following national guidelines for high-level disinfection and sterilisation processes
    • placing hand sanitiser dispensers in public areas throughout our hospital so that they are readily accessible to staff, patients and visitors.

    What can you do to help prevent infection?

    At Pennant Hills Day Surgery, patients and visitors are part of the healthcare team. There are several things you can do to reduce the risk of infection for yourself and others:

    • Wash your hands carefully with soap and water or use hand sanitiser upon entering and leaving the hospital. This is the most important way you can prevent the spread of infection.
    • Cover your mouth and nose with a tissue when you cough or sneeze. Wash your hands afterwards – every time!
    • If you do not have a tissue available, cough or sneeze into your elbow, not into your hand.
    • As a patient, report any infection you have had, especially if you are still on antibiotics.
    • Make sure you take the full course of antibiotics you have been given, even if you are feeling better.
    • If you have a dressing for a wound, keep the skin around the dressing clean and dry. Let the healthcare worker looking after you know promptly if it becomes loose or wet.
    • Tell your healthcare worker if the area around any drips, tubes or drains inserted into your body becomes red, swollen or painful.
    • Let the healthcare worker looking after you know if the equipment has not been cleaned properly.
    • Stop smoking before any surgery or procedure, as smoking increases the risk of infection.

    Infection Prevention Results from July to September 2024

    During the period July to September 2024, Pennant Hills Day Surgery cared for 2112 patients and are pleased to report zero post-surgical infections. Our hospital will continue to review and improve the current strategies we have in place to minimise post-surgical infections.

    Hand hygiene

    Pennant Hills Day Surgery is committed to the Hand Hygiene Australia program. We conduct regular audits to ensure compliance throughout our facility.

    Hand Hygiene is another name for hand washing or cleaning. Good hand hygiene is an important part of infection control. Germs can survive on unwashed hands for over an hour, and we can unknowingly transmit bacteria and viruses to others.

    All our staff are required to frequently wash their hands with soap and water or with waterless hand sanitiser. Both are equally effective. We follow the World Health Organisation’s guidelines for hand hygiene, which specify the following times when healthcare staff must wash their hands:

    • before touching a patient
    • after touching a patient
    • before a procedure
    • after a procedure
    • after touching a patient’s belongings or surroundings

    At Pennant Hills Day Surgery, we use auditors who are accredited by Hand Hygiene Australia to record whether hand hygiene has been performed correctly at our hospital.

    Learn more about this program here.

    Falls within the hospital

    Patient falls are a leading cause of hospital-acquired injury and often prolong or complicate hospital stays. Patients may experience a fall because they are weakened by a medical condition or after an accident or surgery.

    At Pennant Hills Day Surgery, we are committed to providing a safe environment for all patients. Between July and September 2024, we provided care for a total of 2112 patients, during which a one patient fall was reported.

    Pressure injuries

    Commonly known as bed sores, pressure injuries are areas of skin damage caused by prolonged pressure. They can range in severity from an area of reddened skin to ulcers with underlying tissue damage.

    Pressure injuries can sometimes occur when a patient remains in one position for a long period. Certain people are at increased risk of developing pressure injuries, such as the elderly, people who are bed-bound or have poor mobility, and people with chronic conditions like diabetes. These are most common on hips, tail bones, heels or other bony areas of the body.

    We have a range of approaches to treat and prevent pressure injuries, and our target is always to have zero pressure injuries.

    Unexpected Returns to Theatre

    An unexpected return to the operating theatre is a serious event that may occur if complications arise after surgery. This can happen for various reasons, including infections, bleeding, or other unforeseen issues. At Pennant Hills Day Surgery, we have processes in place to mitigate this risk and deliver a high standard of care. From July to September 2024, we cared for many patients and are pleased to report zero patients returned to theatre. Our hospital remains dedicated to reviewing and improving our strategies to minimise returns to theatre.

    Medication Safety

    Safe medication management is important to us at Pennant Hills Day Surgery. There are many systems in use throughout the hospital to support and promote safety in supplying and administering medications and monitoring their effects.

    Staff at Pennant Hills Day Surgery follow strict guidelines to ensure that all medications are administered appropriately and accurately. We adhere to the 7 Rights of Medication Administration:

    • The Right Person
    • The Right Documentation and Clinical Context
    • The Right Drug
    • The Right Dose
    • The Right Date/Time
    • The Right Route
    • The Right to Uninterrupted Medication Administration

    Should errors in medication administration occur, they are captured in our hospital’s incident reporting system and investigated. We are pleased to confirm there were zero medication errors at our hospital for the last reporting period.

    Consumer Involvement

    We want to hear from you!

    With patients like you at the centre of our care model, we welcome your participation in reviewing our Quality & Safety reports. Please provide feedback on how we can continue to improve.

    Contact our General Manager/Director of Nursing at don@phdaysurgery.com.au

    Open Disclosure

    At Pennant Hills Day Surgery, we are dedicated to ensuring transparency and trust through our Open Disclosure process. Open Disclosure involves clear and honest communication about any incidents that might cause concern during your treatment. It’s important to know that most issues in healthcare that don’t go as planned are minor and are often identified and addressed before they impact you.

    In cases where something small doesn’t go to plan, your doctor or nurse will inform you about what happened and how it was managed, just as they would discuss other aspects of your care. If a more serious incident occurs, we will inform you as soon as possible and arrange an Open Disclosure meeting to thoroughly discuss the situation. This process includes explaining what went wrong, why it happened, expressing our regret, and providing the necessary support.

    Our goal is to keep you fully informed and supported, addressing any concerns and working with you to improve our services. If you believe a serious incident has occurred that has not been acknowledged, please speak with your doctor, nurse or other healthcare staff, as we value your feedback in enhancing our care.

    Please click the links below for additional information.

     

  • Violence and Aggression

    At Pennant Hills Day Surgery patients have the right to receive health care in a therapeutic environment free from risk to their personal safety. Staff have the right to work in an environment free from violence. Pennant Hills Day Surgery has a zero tolerance response to all types of violence.

  • Complaints, concerns and feedback

    We welcome feedback from our patients, and their families and carers as your opinions and observations are important to continually improving our service. Our goal is to provide you with excellent quality of service and care throughout your stay.

    If you would like to provide feedback, or make a suggestion about how to improve our service, we ask you to please complete our Patient Satisfaction Survey. Your nurse will be able to provide you with a hard copy, or you can complete the online form which you can access using the button below.

    We appreciate your honest feedback, and assure you that your comments remain confidential and if preferred, your anonymity will be maintained.

    If there is any aspect of your care that you are not happy with, please contact our General Manager/Director of Nursing at don@phdaysurgery.com.au. We will promptly acknowledge and investigate any complaint, and communicate the outcome and any recommendations with you.

    If your complaint is unresolved, you can contact:

    Health Care Complaints Commission

    Locked Mail Bag 18

    Strawberry Hills
    NSW 2012

    Phone: 02 9219 7444

Frequently asked questions

If you have any specific questions about your procedure, please don’t hesitate to call the hospital any time prior to your day of admission. Here are some answers to common queries.

  • Do I need to arrive before my admission time to complete any paperwork?

    No – we allow for this when we calculate the time you need to arrive. If your admission time is 9am, please arrive at 9am.

  • How long will I be in hospital for?

    This depends on your procedure, but generally 2 to 3 hours from the time of your admission. We will let you know what to expect prior to your admission.

  • Is there parking at Pennant Hills Day Surgery?

    Pennant Hills Day Surgery is located on the corner of Pennant Hills Road and George Street in Pennant Hills. We have a drop off and pick up zone in the carpark underneath the day surgery. Alternatively, there is on-street parking located on George Street.

    Entry to the carpark is from George Street only. Please note that there is no right hand turn into George Street from Pennant Hills Road. When travelling from the south, please turn right into The Crescent, approximately 200m before you reach the hospital.

     

  • Why do I have to fast?

    It’s important not to eat or drink anything for a specified period of time before an anaesthetic for safety reasons, as this will protect your airway and lungs while you are asleep.

  • Why do I need a responsible adult to collect me?

    Because you are having an anaesthetic for your procedure, you need someone with you after you are discharged to make sure there are no unexpected complications from your procedure or anaesthetic. You are also not legally allowed to drive for 24 hours following an anaesthetic.

    Our nursing staff will meet with your designated carer before we send you home, and go through written instructions for your wellbeing when you go home. This includes advice about eating and drinking, pain relief, and when you can resume normal activities.

    If you do not have a designated carer to collect you, we may have to cancel your procedure. Please let us know if you have any concerns about this policy, and contact the hospital as soon as possible if you are having any difficulty finding a carer.

  • Why do I have to remove my jewellery and nail polish before surgery?

    This is for your own safety. There is a risk of surgical burns with metal jewellery, including piercings. If you wish to leave your wedding ring on, we will tape it.

    During surgery, your oxygen levels will be monitored with a probe placed on your finger and nail polish, shellac and acrylic nails can interfere with this.

  • Why do I have to pay an excess, I have already paid the account to the doctor?

    The account you paid to your doctor was for their services only, and is separate to your hospital fees. The excess you are required to pay to the hospital is the amount you elected to pay to reduce your Health Insurance premium costs. We’ve checked this with your health fund.

  • Will I have something to eat after my procedure, as I had to fast before it?

    Yes, your nurse will provide you with a light snack and a cup of tea, coffee or juice while you are in second stage recovery. Please let us know about any food allergies or intolerances during your admission process.

  • Will you call my relative or carer to collect me after my procedure?

    Of course. When your procedure is over, your nurse will call your carer and advise them what time you will be ready to go home. Please check with the hospital before giving your carer a time to collect you.

  • I am coming back in a month for another procedure. Do I have to fill out another Admission Form?

    If you have used the online patient portal to complete your admission forms, you are able to login and change the date of your procedure. We require you to check that the information you have provided is still current before resubmitting the forms.

    For those who have not used the online patient portal, if your next procedure is within three months of this one, we can re-use your existing admissions form. However, we will ask you to double-check that the information provided is still current.

     

361 Pennant Hills Road, Pennant Hills, NSW 2120

02 9481 0048

email

Visiting 6.45am – 5.45pm

Pick up and drop off zone in the carpark underneath the hospital with unlimited street parking nearby

Submit feedback