Windsor Private Hospital

Preparing for your hospital visit

• Patient admission form

  If you have any questions about your admission, please contact our hospital staff on 03 9520 9520, 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 this form, you can complete it online by clicking on the button below.

  Online Admission Form
• Before your surgery
  • It is important that you arrange for a responsible adult to accompany you to the hospital, drive you home and stay with you for 24 hours after your surgery. If you do not make this arrangement, your procedure may be cancelled. If you are having difficulty finding someone to be with you on the day, please let us know as soon as possible.
  • You are required to commence fasting at the time advised by your anaesthetist or by one of our nurses, who will call you in the week before your surgery. Fasting times will vary according to your needs and your anaesthetist’s preferences. Unless advised otherwise by your doctor, you may take your regularly prescribed medications with a small sip of water. It is important to remember that you cannot chew gum or eat lollies during your fasting period.
  • Please contact your doctor prior to your surgery if your health has deteriorated, as we may need to postpone the procedure until you’re feeling better.

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

  • Drive a vehicle or travel unaccompanied on public transport
  • Drink alcohol
  • Operate machinery
  • Make important decisions
  • Sign legal documents

  If you have any questions about your admission or preparing for your surgery, please contact us on (03) 9520 9520.

• Preparation at home

  On the day of your hospital visit

  • Shower or bathe at home. You may wear deodorant but do not use talcum powder, face creams, makeup, perfume, aftershave or nail polish
  • You may wear a wedding ring but please leave all other jewellery at home
  • All facial and body piercings must be removed
  • You should continue taking all your normal medications unless your doctor or the hospital nurse has instructed you otherwise
• What to bring to surgery
  • Your Medicare card, and where relevant, your Health Insurance membership card, Veterans’ Affairs card, Pensioner Concession card, and Pharmaceutical entitlements
  • Any medications you are currently taking in their original packaging
  • Any recent and relevant X-rays, scans and test results
  • Any compression garments requested by your surgeon
  • Power of Attorney, Enduring Guardianship and Advance Care Directive documentation (if applicable)

  You will also need to wear loose comfortable clothing.

• What not to bring to surgery
  • Please leave all valuables at home
  • Do not wear make-up, nail polish or jewellery
• Fasting

  Before you undergo an anaesthetic, you will need to avoid eating or drinking anything for a specific period of time in order to protect your airway and lungs while you are asleep. We will let you know during your pre-admission phone call when your fasting period will begin. Do not chew gum or eat lollies while fasting, and please follow your fasting instructions carefully to avoid having your procedure cancelled.

  We will provide light refreshments after your surgery when you are in the recovery room.

• Medications

  Please check with your doctor, anaesthetist or GP whether you should take your prescribed medications on the morning of your procedure. During your pre-admission phone call, the nurse will discuss your medications with you and confirm the advice you have been given. If you have not been given advice by your doctor regarding your medications, the nurse will instruct you to contact your doctor for instructions. It is a good idea to write these instructions down.

• Smoking

  Windsor Private Hospital is a smoke free zone. Please do not smoke on the day of your procedure. For more information please download the Australian and New Zealand College of Anaesthetists Smoking and anaesthesia fact sheet here.

• Getting here

  You will need a responsible adult to escort you to and from the hospital on the day of your procedure. Free all day on street parking is available in Lewisham Road and Wrexham Road behind The Avenue, with easy access to the hospital via a laneway opposite Wrexham Road. Alternatively, 2 hour parking is available in The Avenue and there is a 15-minute drop off zone at the front of the hospital.

• Admission

  On your day of surgery, please arrive promptly at the time given to you. This allows for sufficient time for the different stages of our admission process. During the admission process, you will have access to our administrative team, our nursing team, your anaesthetist and surgeon should you have any questions.

  Remember: you’ll need to pay any out of pocket expenses at the time of your admission.

  When you arrive, please report to the reception desk where our staff will guide you through the admission process. We will confirm your name, date of birth, admitting details and doctor. These standard identification procedures will be repeated throughout your stay to ensure your safety. 

  Every effort will be made to ensure you are not kept waiting before your procedure, but there are times when other patients require longer periods in theatre than we anticipate. We will keep you informed if this is the case.

• Billing & health insurance

  Windsor Private Hospital has arrangements in place with most private health insurance funds. We will provide you with an Informed Financial Consent Form, which outlines the cost of your procedure. If you have private health insurance, it is important to check your level of cover and any exclusions or restrictions on specific treatments. Your private health fund can answer any questions, and may be able to upgrade your policy if needed.

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

  If you have any out of pocket expenses (co-payment or excess) we will call you at least one day before your admission to let you know the amount payable. You will need to pay any outstanding amount not covered by your health fund before you are admitted.

  Payments can be made prior to admission by credit card over the phone or by direct transfer into our bank account.  On the day on admission you can pay via credit card, EFTPOS, cash. Personal cheques are only accepted 14 days prior to admission. Please note we do not accept Diners Club.

  Please note: Depending on the type of surgery you are having, you may also receive a separate account from the doctors involved in your treatment (surgeon, anaesthetist and surgical assistant).

  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 surgery is part of a WorkCover or Third Party (TAC) claim, you may need to make the full payment (apart from ancillary charges) on admission – unless we have received written approval for your admission from WorkCover or TAC.

  Questions to ask your private health insurer

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

  Are you covered?
• After your surgery

  You must have a responsible adult to collect you from Windsor Private Hospital, and stay with you for the first 24 hours post discharge. When you are in recovery we will contact your carer with an estimated discharge time, with at least 30 to 45 minutes notice. Prior to your discharge we’ll also give you detailed instructions, which include the date and time of your post-operative appointment with your surgeon.

  It is important you follow these instructions to ensure the best outcome from your procedure. Your doctor or anaesthetist will give you a prescription for any pain relief and/or other medication required after surgery.

  The major effects of your anaesthetic or sedation will wear off quickly, however minor effects on memory, balance and muscle function may persist for some hours. These effects vary from person to person, and it is important to rest after your procedure so you can recover from them.

  If you require urgent medical attention, please call an ambulance on TRIPLE ZERO (000).

  Preventing falls

  After your procedure and anaesthetic you may be at risk of falling or tripping. Take care when moving around, and we encourage you to rest and let your carer assist you for the remainder of the day.

  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 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 looks red or inflamed consult your doctor as soon as possible.

  Infection

  If you notice any redness, swelling, pain or discharge from your wound, please notify your doctor immediately.

  Hand hygiene

  We advise patients and carers to wash hands prior to attending wound care or administering eye drops (as per doctor’s instructions).

• Privacy

  As a patient of Windsor Private Hospital 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 will handle your personal information in accordance with the Nexus Privacy Policy and the Privacy Act 1988 (Cth) (including the Australian Privacy Principles under that Act) and other applicable laws. For more information, read our Patient Information & Pre-Admission Booklet, and download the Australian Privacy Principles fact sheet.

  Privacy Policy Australian Privacy Principles Fact Sheet
• Quality & Safety

  Windsor Private Hospital adheres to all statutory and relevant body guidelines and Australian Standards, and our management systems aim to provide the highest level of care to our patients in a safe and supportive environment.

  You can find more information on the resources available to support safe and high quality healthcare on the Australian Commission on Safety and Quality in Healthcare website.

  We work as a team under the management of the Board of Directors, Medical Advisory Committee (MAC), Chief Executive Officer and Director of Nursing, with the following programs in place:

  Quality management – We continually monitor, assess and improve the quality of patient care. Our quality outcomes are reviewed by the Medical Advisory Committee and are made available for consumer feedback.

  Risk management – We proactively work to mitigate risks to provide the safest possible environment for patients, visitors and staff.

  Workforce checks – Our dedicated specialist clinical staff have their credentials checked annually, and are assessed to ensure they can perform their roles so that you receive the highest standard of care and comfort.

  Clinical handover – If your care is transferred from one person to another, our systems ensure there is effective continuity. This includes your involvement in your discharge instructions as a patient or carer.

  Infection control – Windsor Private Hospital aims to prevent and limit the spread of infection that can occur during and post hospital admission through evidence-based clinical practice guidelines.

  Windsor Private Hospital has had no reportable infections in the last 12 months against a national benchmark of less than 2%.

  Hand Hygiene – Windsor Private Hospital is committed to the Hand Hygiene Australia program and conducts regular audits to ensure compliance.

  Windsor Private Hospital reports a compliance rate of 86% against a national benchmark of 85.7%.

  You can find more information on this program here.

  Australian Breast Device Registry – Windsor Private Hospital actively encourages health practitioners to be involved in the Australian Breast Device Registry (ABDR).

  The ABDR is a Commonwealth Government Initiative established to monitor the safety and quality of procedures involving implantable breast devices.

  Monash University’s School of Public Health and Preventative Medicine is working in collaboration with the Australian Society of Plastic Surgeons (ASPS), Australasian College of Cosmetic Surgery (ACCS) and Breast Surgeons of Australian & New Zealand Inc. (BreastSurgANZ) to implement the Registry nationwide.

  The Registry will capture data on all Australian patients undergoing breast device surgery, that is, surgery with a breast implant or tissue expander. It will contribute to our understanding of the long-term safety of implanted breast devices and help to improve patient safety. Patients can choose to ‘opt-out’ of the registry if desired. If you do not want your device to be registered please notify your surgeon prior to surgery. You can find more information on this program here.

  Falls within the hospital – Windsor Private Hospital has a wide range of strategies in place to prevent patients from falls whilst in our care.

  Windsor Private Hospital has reported 0 falls in the last 12 months.

  Pressure injuries – Anyone who needs to be in a bed or chair for a long period of time is at risk of developing a pressure injury. Pressure Injuries are most common on bony parts of the body such as the hip, tail bone, or heel. At Windsor Private Hospital we use a range of approaches to prevent and treat pressure injuries.

  We have a target of 0% for pressure injuries, and have no reported incidents in the last 12 months.

  Consumer involvement – Patients are at the centre of our care model, and we welcome your participation in reviewing our Quality & Safety reports, and feedback on how we can continue to improve.

  Open Disclosure – The Windsor Private Hospital Governing Body (Board of Directors), Staff and Accredited Medical Practitioners (AMPs) support the practice and principles of Open Disclosure.

  Windsor Private Hospital has a clear and consistent approach to open communication and disclosure with consumers and their carers,  with a view to fairness, transparency and  accountability.

  Please click on the buttons below to download more information on Open Disclosure or to obtain a copy of our Open Disclosure policy.

  Nexus Quality and Safety Policy Open Disclosure fact sheet Open Disclosure Policy
• Our commitment to child safety

  Windsor Private Hospital is committed to the Child Safe Standards which came into effect on July 1, 2022.

  We want children to be safe, happy and empowered. We support and respect all children, and this is entrenched in the way we train our staff and volunteers.

  We are committed to the safety, participation and empowerment of all children.

  We have zero tolerance of child abuse, and all allegations and safety concerns will be treated very seriously, and consistent with our robust child safety policies and procedures.

  We have legal and moral obligations to contact authorities when we are worried about a child’s safety, which we follow rigorously.

  Our organisation is committed to preventing child abuse and identifying risks early and removing and reducing these risks.

  Our organisation has robust human resources and recruitment practices for all staff and volunteers.

  Our organisations are committed to regularly training and educating our staff and volunteers on child abuse risks.

  We support and respect all children, as well as our staff and volunteers.

  We are committed to the cultural safety of Aboriginal children, the cultural safety of children from a culturally and/or linguistically diverse backgrounds, and to providing a safe environment for children with a disability.

  We have specific policies, procedures and training in place that support our leadership team, staff and volunteers to achieve these commitments.

  If you believe a child is at immediate risk of abuse phone 000.

  Please contact our General Manager / Director of Nursing via the button below if you wish to view the full policy or if you have a question or complaint. You may also contact the Victorian ombudsman at the link below.

  Contact Us Victorian ombudsman
• Complaints, concerns and feedback

  We highly value your feedback, and encourage patients and carers to complete our Patient Questionnaire, sent via SMS or hard copy upon request.

  If there is any aspect of your care that you are not happy with, please contact the Chief Executive Office at ceo@windsorprivate.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 Complaints Commissioner

  Level 26, 570 Bourke Street
  Melbourne
  VIC   3000

  Phone: 1300 582 113

  Feedback form