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.

• 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 Privacy Policy below or visit the Australian Privacy Principles website.

  Privacy Policy Australian Privacy Principles Website
• Quality & Safety

  Windsor 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 Windsor 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 Windsor 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 patient)

  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, Windsor Private Hospital achieved a Net Promoter Score of 81.

  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
  • 99% praised our staff’s communication
  • 98% 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

  Windsor 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.

  Windsor 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 Windsor 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 period from July to September 2024, Windsor Private Hospital provided care to 624 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

  Windsor Private 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

  Learn more about 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 Australia & 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

  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.

  At Windsor Private, we are committed to providing a safe environment for all patients. Between July to September 2024, we cared for 624 patients, and we are proud to report that there were zero patient falls during this period—a reflection of the robust and proactive measures we have in place that support patient safety.

  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 Windsor Private Hospital, we have thorough processes in place to prevent these occurrences and deliver the highest standard of care for our patients. From July to September 2024, we cared for a significant number of patients, none of whom needed to return to theatre after surgery.

  Medication Safety

  Safe medication management is important to us at Windsor 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 Windsor Private 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 pleased to confirm there were zero 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 enquiries@windsorprivate.com.au

  Open Disclosure

  At Windsor 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 below to learn more about 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