Inpatient communication

Your care team

Your care team is made up of nursing, allied health and medical professionals, including students as Barwon Health is a public teaching health service. Whilst you are in the hospital the nurse caring for you or the nurse-in-charge can assist you to communicate with the care team.

Multilingual information

To ensure you receive the high-quality care, you have the right to communicate in your preferred language (including Auslan). When we provide care to you can to ask for an interpreter. An interpreter can be provided at no cost to you (unless you are ineligible for Medicare). They may provide their services on site, via phone or video and telehealth. Professional interpreter services take time to arrange, so please let us know when you arrive if you require an interpreter.

Interpreters are professionals and confidentiality is part of their code of conduct. Barwon Health discourages the use of family members and friends interpreting but also understand on rare occasions this might be the case.

Patient communication board

A patient communication board is near your bed. You, your healthcare team, and family/carers can use the board to share information. Staff will regularly update the board and discuss any significant changes with you. The board does not replace conversations with healthcare professionals.

The patient communication board is just one way Barwon Health works with you to make sure you are informed about your care.

Information included on the board may be:

• Tests or appointments times
• Daily goals
• Your needs
• Reminders for your family/carer
• Questions from your family/carer

You, your family/carers are encouraged to add anything they would like to share with your healthcare team. We also encourage family/carers to leave questions and comments when they visit.

For example, questions like:

• Can you wash mum’s hair please?
• Dad has arthritis and has trouble filling in the menu. Could staff help him please?
• We can’t organise a lift home for mum. Could you please help us arrange transport?
• Please let us know when the dietitian will visit mum. We’d like to ask a few questions.

We respect your privacy. If you would rather not use the patient communication board, simply tell staff. Your healthcare team will note your request in your medical record and write ’NOT IN USE’ across the board.

Patient and Carer Escalation (PACE)

Are you concerned you are getting worse? Talk to us – Well will listen. When you arrive to a ward or clinical area, we will explain to you how you or your family and carers can advocate for your care. You should continue to ask for help (escalate) until you feel confident your care needs have been met.

My Going Home

When you are discharged, you may receive a document called My Going Home. This supports you to understand the next steps in your health journey. It may include follow up instructions or information about tests or appointments that will happen after you are discharged.

Discharge summary

The medical team caring for you will write a comprehensive summary of all the care the health care team provided while you were in hospital or under our care. This is sent to the General Practitioner (GP) you have nominated on your registration. You can access a copy of this from your GP or from your My Health Record unless you have opted out.

Certificate for work or Centrelink

You or your carer may be able to get a certificate for work or Centrelink. You may also able to get a certificate for any appointments that you may need to attend as a patient or carer.

Please ask the nurses when you are admitted or the doctor when you are in for your appointment.

Compliments and Complaints