20 The Avenue, Windsor, VIC 3181

Preparing for your hospital visit

  • 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.

  • 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.

  • 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.

    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 the services we provide.  The MAC conducts peer-reviewed activities and we publish information about clinical performance, health outcomes and patient satisfaction.

    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 throughout, including when your care is transferred to you or your carer at discharge.

    Infection control – We aim to prevent and limit the spread of infection through evidence-based clinical practice guidelines.

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

    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 button below for more information on Open Disclosure.

  • 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 Choef 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

Frequently asked questions

We will answer any specific questions you have during your pre-operative call the day before your procedure. Here are some answers to common queries.

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

    Not if you don’t want to. We allow time for the pre-admissions process when we set your time, and your surgery will go ahead once the admissions process is complete and your surgeon is ready

  • How long will I be at the hospital for?

    Typically, three to four hours from the time of your admission, depending on the type of surgery and your surgeon’s instructions.

  • Is there parking at Windsor Private Hospital?

    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.

  • 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 medication 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 you and your designated carer before you are discharged, 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 surgery. 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 and acrylic nails can interfere with this.

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

    The account you paid to your doctor was for their services only, and is separate to the 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 see my doctor after the procedure?

    Typically yes, your doctor will visit you during recovery. However, you may not always remember this because of the medications you can be given.

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

    Yes! Our lovely nurses will bring you refreshments while you are in recovery. Please let us know of any food allergies or intolerances during your pre admissions phone call.

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

    Yes. The nurses will call your carer 30-45 minutes prior to your discharge.

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

    If your next procedure is within three months of your first, we can re-use your existing admissions form. However, we will ask you to double-check the information provided is still current.

20 The Avenue, Windsor, VIC 3181

03 9520 9520

email

Mon to Fri 8.30am – 5.00pm
Overnight Visitors: 6.00pm – 8.00pm
Overnight Patients Next Day Discharge: 8.30am

Free all day parking available close by

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