Joondalup Health Campus is owned and operated by Ramsay Health Care which is the largest private hospital operator in Australia and one of the largest in the world.

We treat both public and private patients.

During your time here, you will be kept well-informed about all aspects of your care and we encourage you to ask us questions.

Our vision is growing with our community to provide excellent health care.

In line with our vision, the hospital will undergo a major expansion over the next few years.

This will include hundreds of new beds, an expanded emergency department, new theatres and, importantly, more parking.

We know that parking can be very challenging so our plans include the construction of several new multi-storey car parks.

As well as our physical expansion, we are continually looking at how to improve our provision of care. Patient safety is our number one priority. With this in mind, we have introduced a new patient safety initiative called ‘The Ramsay Rule’ – you can find more information about this in the following section titled ‘The Ramsay Rule’.

During your stay you’ll meet lots of staff including nurses, doctors, allied health workers, catering and housekeeping staff, and ward clerks

We are all here for you, so if you have a question or need anything please do not hesitate to ask us.

Here are some important things you may wish to know about your stay at Joondalup Health Campus.

As a patient you have rights and responsibilities.

The Australian Charter of Healthcare Rights describes the rights of everyone who uses the Australian health system.

These rights are essential to make sure that wherever and whenever care is provided, it is of the highest quality and it is safe.

Details on this are available on our website here.

We also have a brochure available in hard copy format – simply ask a member of staff at any point during your stay.

Your rights as a patient include:

Access - Your right to health care.

Safety – Your right to receive safe and high quality care.

Respect – Your right to be shown respect, dignity and consideration.

Communication - Your right to be informed about services, treatment, options and costs in a clear and open way.

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

Privacy - Your right to privacy and confidentiality of your personal information.

Comment – Your right to comment on your care and have your concerns addressed.

At Joondalup Health Campus we adopt a Zero Tolerance approach to aggression and violence. Threatening, abusive or physically violent behaviour will not be accepted under any circumstances and may result in police notification and possible legal action. If you – or your visitors - are in any way violent or aggressive towards staff, you may be asked to leave and we reserve the right to discharge you from our care.

You are also responsible for your possessions. Our rooms have limited safekeeping facilities and we do not accept liability for money or valuable items that may go missing. If you have brought your valuables to hospital we advise you to ask a friend or relative to take them home.

Your safety is our priority. You can help us to help you by following nine simple safety steps during your hospital stay.

1. Safe surgery

• Before you have your operation we will do a series of checks – tell us if you have any concerns or questions.
• Help us by checking that all of your details are correct.
• Tell us which part of the body we are operating on.
• Help us to check that the survey site is marked correctly.

2. Preventing falls

• A combination of being unwell, taking medicines and being in unfamiliar surroundings may put you at risk of a fall.
• Ensure you wear well-fitted shoes, slippers or non-slip socks during your stay.
• Take extra care in the bathroom.
• Use your usual walking aides.
• If you are visually impaired please ensure you have your visual aids with you at all times.
• If you need help, please tell us.

3. Pressure Injuries

• Pressure injuries can occur from spending long periods of time lying down in one position or from medical equipment pressing against your skin.
• To help prevent injuries, try to keep mobile, even in bed, and call us if you feel uncomfortable.
• We are happy to help you change position and provide a special mattress or cushion for support.

4. Preventing blood clots

• Lying in bed for long periods of time and undergoing surgery may increase your risk of developing a blood clot.
• To help prevent blood clots, ensure you wear your hospital stockings and move as often as you can.
• Try to do simple leg and ankle exercises. Please ask us to show you how.
• Drink fluids as recommended and take blood thinning medicine as advised.

5. Identification

• Before you are given any medication or undergo any procedures, staff will check your ID band.
• Please tell us if any of your personal information is wrong. This includes information on your ID band, your address, GP and next of kin details.
• It is important to tell us if you have any allergies as you may be required to wear a red ID band.

6. Preventing Infections

• Hand washing is an important step in preventing infections.
• Staff should always wash hands or use hand sanitiser gel before any contact with you.
• It’s perfectly ok for you to ask us if we have washed our hands – we won’t be offended.
• You can also help prevent infection by washing your hands or using hand gel before and after visiting the toilet and before all meals.
• Please also tell us if you have diarrhoea or vomiting.

7. Your Medicines

• We want to ensure you know how to take your medicines and what you are taking them for. If you have any concerns or questions, please ask your doctor or nurse.
• Please also tell us if you have an allergy and ask us about any possible side-effects from your medicine.
• Keep an up-to-date list of any medicines you’re taking and bring this to hospital with you. You may also wish to bring your actual medicines with you for verification.

8. Any Concerns

We are here to help you. Please talk to us if you have any worries or concerns about your treatment, or what will happen when you leave hospital.

9. Leaving Hospital

Before you leave make sure you:

• Have your discharge letter and paperwork.
• Have you medicines or script and they have been explained to you.
• Have all your x-rays and personal belongings.
• Know who to contact if you have any questions or concerns.
• Know the time of your next appointment.

In 2017 we introduced an extra layer of safety called The Ramsay Rule. This is about keeping you safe by working with you and your family.

The Ramsay Rule is a three step-process which you can follow if you, your carer or a member of your family are concerned.

For example, if you have concerns about

• a change in your condition
• a sense that your condition is getting worse, or
• a feeling that your concerns have not been followed up.

Step 1 Talk to your nurse, doctor or midwife about your concerns. If you are not satisfied that your concerns have been addressed, you can activate…

Step 2 Ask to talk to the Nurse Manager of your ward. If you are still concerned then you, your carer or family member can activate The Ramsay Rule at step 3…

Step 3 Phone 9400 9400 and say that you are “Activating The Ramsay Rule”. A senior member of staff will then visit you personally to address your concerns.

Of course, if you need urgent medical attention, press the yellow staff assist button, located near your bedside.

Our aim is to provide excellent health care which means involving you in all decisions about your treatment.

It also means ensuring you feel empowered at every stage of your journey.

If we don’t meet your expectations we want to know about it so that we can improve our service to you.

You can provide general feedback to us in a number of ways:

• In the first instance, we encourage you to speak to any member of staff in person or request to speak to the nurse manager of your ward.
• You can also provide confidential feedback using our Feedback Form, which is available online here, or in hard copy in your room or by asking any member of staff.
• If you feel your concerns have not been addressed, you can contact our Consumer Liaison team on 9400 9672. If you’re calling while you are in hospital, simply use the phone in your room and dial 9672.

During your stay with us, may notice that there are several staff shift changes over the course of each day. At these times, the nursing staff will conduct a clinical handover at your bedside. This is to ensure the next member of the nursing team is fully aware of your condition and care needs. We encourage you to actively participate in this discussion and feel free to ask any questions at any point.

We acknowledge the important contribution that carers make. Please tell us if you are a carer or have a carer.

If at any time you need spiritual or emotional support, please ask to speak to our Pastoral Care team who are on call 24 hours a day. The team can provide either faith-based or non-religious support and comfort. We also have a Prayer and Reflection room located on the ground floor of the public hospital.

Our catering staff will visit you daily to take your meal order, using our automated menu system, Chefmax. The nutritious and appetising meals we serve are an important aspect of your recovery. Your dietary requirements, including any allergies, should have been recorded upon admission. If you have any concerns, or wish to make any changes, please let us know.

During your stay, you might come across our dedicated team of volunteers who visit wards daily selling confectionery, offering complimentary library services and help with directions.

Visitors are welcome every day however visiting hours do differ from ward to ward.

Please check with any member of staff on your ward and they can tell you when your family, friends and loved ones can visit. You can also find our more information here.

Parents are very welcome to stay with their children on the Telethon Children’s Ward 24-hours a day. Each room has a day bed for parents and a desk if you need to work whilst your child is with us.

To make local calls from your room telephone, press 0 before dialling the required number.

Calls to numbers outside the local area code should be made through switchboard, which you can reach by dialling 9.

Your doctor or nurse will let you know when they expect you will be going home.

On the day you are going home, you will be required to vacate your room by 10am. If your lift home has not arrived by 10am, you can wait in our Discharge Lounge, where you will continue to be cared for by our staff.

For your safety and wellbeing we encourage you to organise for a family member or friend to help take you home.