Vermont Private Hospital

Preparing for your hospital visit

• Patient admission forms and information brochures

  If you have any questions about your admission, please contact our hospital staff on 03 8547 1111, 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 download it by clicking on the button below.
  • A copy of our Patient Information brochure can be also be downloaded below.
  • More information regarding no gap joint surgery is available in the brochure below.

  Online Patient Admission Patient information brochure No Gap Joint Surgery
• Before your surgery

  What you need to do:

  • Please return your admission forms at least 7 days prior to your admission
  • Arrange for a responsible adult to accompany you home and stay with you for 24 hours after your surgery
  • Due to your anaesthetic, we are unable to discharge you without a responsible adult carer. If this is not possible, your procedure may be cancelled. If you are having difficulty arranging a carer, please contact the hospital as soon as possible

  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

  Illness before surgery

  If you become unwell prior to your admission, or your health has deteriorated, please contact your doctor as soon as possible. Your surgery may need to be postponed until you are well again.

• What to bring to surgery

  Day surgery

  • Your Medicare card, and where relevant your health insurance membership card, Department of Veterans’ Affairs card, and/or Pensioner Concession card
  • If you are coming from an aged care facility please bring the original copy of your medication chart
  • A list of medications you are currently taking from your GP or local pharmacist. Please also bring all current medications in their original packaging
  • Any recent and relevant X-rays, scans, test results and pacemaker card if applicable
  • Any mobility aids, hearing aids, reading glasses
  • Any advanced care plan and/or treatment-limiting orders
  • Your Power of Attorney documentation, Enduring Guardianship and Advance Care Directive documentation (if applicable)

  You will also need to wear loose comfortable clothing and flat shoes

  Overnight surgery

  • Your Medicare card, and where relevant your health insurance membership card, Department of Veterans’ Affairs card, and/or Pensioner Concession card
  • If you are coming from an aged care facility please bring the original copy of your medication chart
  • A list of medications you are currently taking from your GP or local pharmacist. Please also bring all current medications in their original packaging
  • Any recent and relevant X-rays, scans, test results and pacemaker card if applicable
  • Any mobility aids, hearing aids, reading glasses
  • Any advanced care plan and/or treatment-limiting orders
  • Your Power of Attorney documentation, Enduring Guardianship and Advance Care Directive documentation (if applicable
  • Night attire including robe and slippers and/or shoes
  • Toiletries (including toothbrush, toothpaste, lotion, deodorant, soap, shampoo, conditioner, hair brush or comb)
• What not to bring to surgery
  • Please leave all valuables at home
  • Please do not wear make-up, nail polish or jewellery
  • Please remove all piercings including earrings
• Children’s surgery

  Children’s surgery

  It’s natural to feel anxious if your child is undergoing surgery, and we will do everything we can to make your family comfortable and relaxed. It’s a good idea to bring:

  • Their favourite toy, story book or activity
  • A change of clothes and underwear

  We will invite one parent or carer into the recovery room to be with your child after surgery. Only you know who the right person is, so please consider this carefully.

• Fasting

  Before you undergo an anaesthetic, you will need to avoid eating or drinking anything for a specific period of time beforehand as this will protect your airway and lungs while you are asleep. During your pre-admission phone call, we will let you know when this fasting period should begin.

  You can have a very small amount of clear fluids (such as water) until two hours before surgery, but do not chew gum, eat lollies or have any milk-based drinks.

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

• Medications

  Check with your doctor, anaesthetist or GP whether you should take your prescribed medications on the morning of your procedure. You can take them with a sip of water if fasting. If you take medication for diabetes or anticoagulant therapy, your anaesthetist will contact you prior to your procedure to discuss your medication management.

• Smoking

  Please be advised that Vermont Private Hospital is a smoke free environment. Do not smoke on the day of your procedure.

• Getting here and parking

  There is free undercover parking underneath the Vermont South Medical Centre as well as outdoor parking surrounding the building. Once you have entered the building, please take the lift to Level 2.

• 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 the day 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’ll let you and your carer know if there are any delays and how your expected discharge time might be affected. It’s a good idea to bring a book or something to keep you occupied just in case.

• Interpreter Services

  Please see the following links for interpreter and other services should you require them.

  • VITS Language- vits.com.au
  • TIS National- https://www.tisnational.gov.au/Interpreters
  • ONCALL Interpreters and Translators- oncallinterpreters.com/
  • All Graduates- allgraduates.com.aucom.au
• Overnight stays

  Visitors for overnight patients are welcome between 3pm and 8pm. If friends and relatives are unable to visit during these times, please talk to the nursing staff about arranging a suitable alternative.

  We offer a suite of private rooms, and our facilities include:

  • Ensuite bathrooms
  • Nurse call handset at each bed
  • Personal televisions
  • Direct dial bedside phones
  • Free local calls
  • Free WiFi access

  Accommodation for visitors and families

  For visitors and families of patients staying overnight or travelling from outside Melbourne, we have arranged for special rates at accommodation nearby:

  Quest Apartments Burwood East
  315 Burwood Highway
  Burwood East VIC 3151

  Canterbury International Hotel
  326-330 Canterbury Road
  Forest Hill VIC 3131

  Please mention you are a patient at Vermont Private Hospital to access specially negotiated rates.

  At Vermont Private Hospital your health is our priority, so we provide you with a selection of appetising meals, ensuring the appropriate nourishment to aid recovery.

  Please let staff know of any dietary requirements on your patient admission form and this will be confirmed during your pre-admission phone call.

• After your surgery

  You must have a responsible adult to collect you from Vermont Private Hospital, and stay with you for 24 hours. This support person must be able to obtain medical assistance if required. We will let your carer know your approximate discharge time, and give them your discharge instructions.

  If you are having difficulty organising your own carer, there are overnight care services available. We suggest contacting Prestige Inhome Care or Home Instead to arrange a carer who can take you home and stay with you overnight.

  It is important you follow your discharge instructions to ensure the best outcome from your procedure. Your anaesthetist will give you a prescription for any pain relief and/or antibiotics required after surgery. These may be required soon after being discharged, so please pick this medication up on your way home.

  Please also take the time to read the section below, which provides you with important information to consider after your surgery.

  Deep Vein Thrombosis (DVT)

  Deep vein thrombosis (DVT) is a condition which can occur after surgery, due to a blood clot forming in the veins of the leg. There is an increased risk of developing DVT after surgery due to inactivity during and after your procedure. This is because whilst lying down, you are unable to generate the muscle movement necessary to continuously pump blood to your heart.

  More information on DVT and prevention after surgery can be downloaded here.

  Hand hygiene

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

  Infection

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

  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.

  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.

  You can download a fact sheet on preventing falls after your surgery here.

  Preventing pressure injuries

  Pressure injuries can occur when you are unable to move for a period of time and present as a wound or reddened area of skin. To prevent a pressure injury whilst in hospital it is important to regularly change position in bed and walk or move around as much as possible.

  We assess all of our overnight patients on admission and throughout their stay to identify those patients who are at risk of getting a pressure injury.  We then provide these patients with a range of pressure injury prevention and management strategies whilst in hospital and when they go home.

  Information on avoiding pressure injuries is available for download here.

  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 look red or inflamed consult your doctor and notify Vermont Private Hospital.

  Concerns after discharge

  One of our nurses will call you a few days after your surgery to check how you are recovering. You should also ensure you have a post-operative appointment with your surgeon.

  If you or your carer has any concerns after discharge please direct them to your doctor or general practitioner – and take your discharge summary so that they know the details of your surgery.

  If your situation is urgent, please go to your nearest emergency department or dial 000.

• Billing and private health insurance

  Vermont Private Hospital has contracts with all private health funds. If you have private health insurance, we will check your level of cover and inform you by telephone of any excess amount or additional charges you will need to pay.

  If you are having elective cosmetic surgery, your surgeon will advise you on all fees.

  We recommend you contact your private health fund to check for any exclusions or restrictions on specific treatments. They can answer any questions, and may be able to upgrade your policy if needed.

  Before you are admitted, any outstanding amount not covered by your health fund (co-payment or excess) will need to be paid. We can take pre-payment by credit card over the phone during your pre-admission phone call if you prefer. We accept Visa, MasterCard, EFTPOS and bank cheques. Please note, we do not accept cash.

  If you do not have private health insurance, you will be required to pay the full amount for your admission. We will contact you before your admission to give you an estimate of costs.

  Please note you may also receive separate accounts for other service providers associated with your treatment, including your surgeon, anaesthetist, surgical assistant, pathology, radiology and allied health professional.

  If you incur any additional costs during your stay, these need to be paid prior to your discharge.

  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 will need to make the full payment (apart from ancillary charges) on admission – unless we have received written approval for 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.

  Am I covered?
• Privacy

  As a patient of Vermont 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 which you can download here, together with some more information on the Australian Privacy Principles.

  Privacy Policy Australian Privacy Principles Fact Sheet
• Quality & Safety

  Vermont Private Hospital 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 General Manager/Director of Nursing and Medical Advisory Committee (MAC).

  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 Vermont Private Hospital. 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 Vermont Private Hospital, 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 patients)

  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, Vermont Private Hospital achieved a Net Promoter Score of 84.

  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
  • 99% 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

  Vermont Private Hospital follows strict infection control procedures. Our staff take every precaution to prevent infections and our antibiotic usage is monitored against best practice. As most 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.

  Vermont Private Hospital 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 Vermont Private Hospital, 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 last reporting period, Vermont Private Hospital provided care to 1693 patients. Through the diligent efforts of our doctors, staff, patients and visitors, we are proud to report zero post-surgical infections during this time.

  Hand hygiene

  Vermont Private Hospital 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 Vermont Private Hospital, 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.

  During July to September 2024, our hospital cared for 1693 patients. While one patient experienced a fall during their stay, they weren’t harmed. Our hospital will continue to review and improve the current strategies we have in place to prevent patients from falling.

  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 Vermont Private Hospital, 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, none of whom returned to theatre unexpectedly.

  Medication Safety

  Safe medication management is important to us at Vermont Private Hospital. 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 Vermont Private Hospital 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 delighted to report there were no 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 reception@vermontprivate.com.au

  Open Disclosure

  At Vermont Private Hospital, 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 on the button below for more information on Open Disclosure.

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

  Vermont 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
• Patients Rights and Responsibilities

  We want to make sure you are aware of your rights while you are staying with us, and are committed to providing you access in line with the Australian Charter of Healthcare Rights. Please click here for more information

• Complaints, concerns and feedback

  Your opinion is important to us therefore all patients are given the opportunity to provide feedback, both formally and informally. This feedback is treated with the utmost confidentiality and may be provided anonymously. We conduct bi annual Patient Satisfaction Surveys but you are invited to provide feedback at any time.

  All feedback is de-identified and reviewed at our Medical Advisory Committee and Board of Directors meetings.

  We value your thoughts and suggestions. Should you wish to:

  • offer a comment on your experience at Vermont Private Hospital
  • be involved in our safety & quality program by reviewing our safety and quality activities
  • contribute to our publications or surveys

  Please feel welcome to complete a patient feedback form, available from reception, or alternatively you may email out Chief Executive Officer/Director of Nursing, Nicole Hall on NHall@vermontprivate.com.au.

  As a demonstration of our commitment to partnering with our consumers, Vermont Private Hospital has implemented the role of Quality & Consumer Advocate, Erin Bromley.

  If you have any suggestions for improvement or feedback, please contact Erin on reception@vermontprivate.com.au.

  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