Patient Info
Our Mission Statement
Goonawarra Day Hospital (GDH) is committed to providing the community and surrounding areas with safe, efficient, and high-quality day surgical care in a modern, patient-centred environment, ensuring the wellbeing and comfort of every patient we serve.
Our Vision
GDH proudly serves the local community with well-trained, motivated, friendly, and respectful surgeons, specialists, anaesthetists, nursing staff, and supporting administrative staff, offering THE BEST HEALTH SERVICES that are of low cost, with a flexible schedule, in a pleasing environment.
- Strategic Vision:
- GDH goal is to provide safety and quality day surgery service for the local and wider community.
- We are committed to providing a safe environment and quality service to the community.
- We are committed to providing opportunities for the education of staff in all aspects of day surgeries
Our Philosophy
We believe that:
- GDH is an integral part of the local community health service and as such we hope to correlate our activities with the other health services to provide optimum care for the patient and his family.
- The patient has the right to expect our best care and attention and the aim of our service is to be patient centred.
- Each patient should be treated as an individual who has rights, and is a member of a family unit, and also of the community.
- GDH is an essential service, and that through the training and continuance of learning, we can provide a service based on sound knowledge and experience.
- We have a duty to provide for the physical, psychological and social needs of each patient.
- We should preserve and promote human dignity.
- We should return the patient to his/her family and the community, restored to his/her maximum level of health and independence.
All our staff are individuals combining to provide optimum care for all our patients, and, as such, hope to attain personal satisfaction.
Our Core Values & Guiding Principles
Excellence
- We will pursue excellence in the delivery of health care.
- CHDS is committed to proving the community with excellent health services and patient care in a first class facility with highly qualified employees.
- Employees will be provided opportunities to excel through a commitment to continuing education.
Customer Service
- We will always maintain customer focus.
- Our goal is to better understand and address our customer needs in a courteous and compassionate manner. We will strive to meet or exceed customer expectations.
Productivity
- We will always strive to enhance productivity
- We will face the challenges of a rapidly changing health care environment with a continuing focus on enhancing practice while not sacrificing care standards.
- We embrace change & flexibility
- Change creates great opportunity
- We will maintain an open mind towards change and use it as an opportunity to find new and more effective ways to meet the challenges confronted.
Honesty & Trust
- Honesty and open communication will help to create a safe and efficient workplace.
- We will create and maintain a supportive environment which encourages open communication with patients and employees. This will create an environment which breeds strong trust and maximum efficiency.
Quality Endorsement
GDH is fully accredited against the National Safety and Quality Health Service Standards (NSQHS Standards – 2nd Edition).
What are the National Standards for Australian Hospitals?
The NSQHS Standards was endorsed by Australian Health Ministers in 2011 which provide a clear statement about the level of care consumers can expect from health service organisations. This is the essential accreditation arrangement under the Australian Health Service Safety and Quality Accreditation (AHSSQA) Scheme.
Accreditation improves the safety and quality at GDH. It is also a way of verifying the following:
- Quality actions are being taken
- System data is being used to inform activity
- Improvements are made in safety and quality continuously
To be eligible for an on-going accreditation award, a health service organisation may undergo:
- Periods of self-assessment
- Comprehensive assessment against the NSQHS 2nd ed Standards
- Interim or mid cycle assessment against some NSQHS 2nd ed Standards.
The eight NSQHS Standards are:
- Clinical Governance, which describes the clinical governance, and safety and quality systems that are required to maintain and improve the reliability, safety and quality of health care, and improve health outcomes for patients. We are committed to the continuous improvement of the safety and quality of our services, and ensuring that we provide safe and effective care. To achieve this, we implement a clinical governance framework that ensures that patients and consumers receive safe and high-quality health care
- Partnering with Consumers, which describes the systems and strategies to create a person-centred health system by including patients in shared decision making, to ensure that patients are partners in their own care, and that consumers are involved in the development and design of quality health care. We provide patient-centred care by including patients in shared decision making and involving patients in the development and design of our health care services. Our partnerships with patients relate to many aspects of their care including the planning, design, delivery, measurement and evaluation of systems and services.
- Preventing and Controlling Healthcare- Associated Infection, which describes the systems and strategies to prevent infection, to manage infections effectively when they occur, and to limit the development of antimicrobial resistance through prudent use of antimicrobials, as part of effective antimicrobial stewardship. We have systems and strategies in place to reduce the risk of patients acquiring preventable healthcare-associated infections, effectively manage infections if they occur, and limit the development of antimicrobial resistance through prudent use of antimicrobials as part of antimicrobial stewardship.
- Medication Safety, which describes the systems and strategies to ensure that clinicians safely prescribe, dispense and administer appropriate medicines to informed patients, and monitor use of the medicines. Our medication safety strategies aim to prevent the occurrence of medicine-related incidents and improve the safety and quality of medication use. Our staff are trained in risk identification and incident management to support the safe use of medicines.
- Comprehensive Care, which describes the integrated screening, assessment and risk identification processes for developing an individualised care plan, to prevent and minimise the risks of harm in identified areas. Our adherence to the comprehensive care standard ensures that all patients receive coordinated delivery of health care that is aligned with the patient’s expressed goals and expectations. By delivering comprehensive care, our staff ensure that each patient’s individual care plan is clinically appropriate and minimises the risks of harm.
- Communicating for Safety, which describes the systems and strategies for effective communication between patients, carers and families, multidisciplinary teams and clinicians, and across the health service organisation. We recognise that communication is critical to the delivery of safe patient care. Our facility actively promote the effective communication between patients, carers and families, multidisciplinary teams and clinicians, and across the health service organisation. We ensure timely, purpose-driven and effective communication and documentation that supports continuous, coordinated and safe care for patients.
- Blood Management, which describes the systems and strategies for the safe, appropriate, efficient and effective care of patients’ own blood, as well as other supplies of blood and blood products. The actions in the Blood Management Standard are not applicable to Goonawarra Day Hospital as our facility does not use, receive, store, collect or transport any blood or blood products.
- Recognising and Responding to Acute Deterioration, which describes the systems and processes to respond effectively to patients when their physical, mental or cognitive condition deteriorates. We have procedures in place for recognising and responding to acute deterioration. This ensures our staff are able to respond promptly and effectively to patients if their their physical, mental or cognitive condition deteriorates.
Working in Partnership with Patients and Carers
At Goonawarra Day Hospital (GDH) we value the feedback and involvement of our patients and carers. Working together helps us continually improve the safety and quality of the care we provide.
Patient Feedback
When you are ready for discharge, the nurse in the recovery room will provide you with a patient survey form. We encourage you or your carer to complete the survey and return it to the nurse or send it back to us by post.
Your feedback is treated with strict confidentiality and may be provided anonymously. We welcome all feedback—both positive and constructive. Patient feedback is reviewed regularly and discussed at our Management Committee meetings to help guide service improvements.
A consumer feedback form is also available at any time. Please ask a member of our staff if you would like to complete one.
Consumer Participation
From time to time, GDH seeks input from members of our community to assist with service improvement. If you would like to volunteer your time or provide feedback as a consumer representative, please indicate this on the patient survey form. Your input is valued and treated respectfully.
Quality of Care Reporting
GDH produces a Quality of Care Report outlining our commitment to maintaining safe, high-quality care. The report includes information about:
- Our available services
- Our quality objectives and commitment
- Patient participation in care
- Patient feedback and service reviews
- Risk management activities
- Incident monitoring (such as falls, pressure injuries and medication safety)
- Infection prevention and control
- Internal audits
- Staff education and training
Monitoring Safety and Quality
To support continuous improvement, GDH collects and reviews clinical indicators, including:
- Failure to attend procedures
- Unplanned overnight admission
- Unplanned delay in discharge
- Cancellation after arrival due to health reasons
- Unplanned return to theatre
- Medication errors or adverse drug reactions
- Hospital-acquired infections
- Patient falls
Treatment Limiting Order
Additionally, please notify staff at booking if you have a current Treatment Limiting Order. You will also be scheduled for a pre-anaesthetic consultation with the anaesthetist to ensure your safety.
Infection Prevention and Control:
At Goonawarra Day Hospital (GDH), infection prevention and control is a top priority. To help us provide a safe environment for patients, visitors, and staff, please inform our team at the time of booking if:
- You are currently suffering from a viral illness or any infectious disease that requires special precautions.
- You have been in contact in the past month with someone who had an infectious disease.
- You have been exposed to infectious diseases such as COVID-19, chickenpox, measles, or similar.
GDH has a robust Infection Control Program designed to:
- Provide a safe working environment
- Minimise the risk of sharps injuries or exposure to body fluids
- Prevent the transmission of infections between people
Our facility and staff are regularly audited to ensure compliance with National Infection Prevention and Control Guidelines. The GDH Infection Control Management Plan is maintained and reviewed annually.
Hand Hygiene
GDH participates in the **Hand Hygiene Australia program and conducts regular hand hygiene audits to ensure compliance with national infection prevention standards.
Open Disclosure:
What is open disclosure?
Open disclosure is the process of open communication with a patient, and or their family/support person, following an adverse or unexpected event that may or may not result in harm to the patient.
The open disclosure process
The Open Disclosure Process will commence after the detection of a clinical incident. Members of the clinical team must ensure that steps are taken to immediately prevent or reduce the occurrence of further suffering and harm to the patient. After any such steps have been initiated, the following measures should be implemented.
Investigation of a clinical incident
A clinical incident may signal a serious breakdown in health care systems and require thorough investigation and response. Any clinical incidents identified by GDH must be appropriately investigated to determine what happened and, where possible, to reduce the risk of a similar clinical incident happening again.
Members of the clinical team are required to participate in any investigation that may arise from a clinical incident.
Members of the clinical team are required to participate in any investigation that may arise from a clinical incident.
Undertaking the investigation process under legal privilege
If an investigation into a clinical incident is carried out at the request of GDH’s legal advisers, the communications generated during the investigation, including the investigation report, may be subject to legal professional privilege. If a document or record is subject to legal professional privilege, that document or record is protected from disclosure unless legal professional privilege is waived.
At any time if you have any questions or concerns in relation to our Safety and Quality you may also contact the Director of Nursing. We are here to assist you so please do not hesitate to ask for assistance at any time.
Quality Policy, our Commitment to Quality
The following statement represents the Quality Policy of Goonawarra Day Hospital (GDH).
Our Commitment
GDH staff and Management are committed to:
- Providing the best available care to our patients
- Providing the best available service to our doctors
- Delivering a competitive, affordable, and safe healthcare service to our community
Planned Outcomes
We are committed to continuously complying with our Management System, which is based on:
- ISO 9001:2015 – International Standard for Quality Management
- National Safety & Quality Health Services Standards (2nd edition)
We are also committed to continuous improvement by:
- Reviewing our practices against established world’s best practice
- Conducting internal systems reviews
- Promoting ongoing education for staff
Our planning processes are transparent and involve all team members. These processes result in a set of objectives that are reviewed and updated at least annually.
Responsibilities of Team Members
It is important that all team members:
- Are aware of the requirements of our management system
- Identify, report, and record all problems, incidents, complaints, or areas for improvement
- Comply with both the intent and content of our management system
By following these principles, GDH will achieve its targets and planned outcomes.
For questions or comments regarding this policy or its implementation, please contact the CEO or Director of Nursing (DON).
Patient Rights and Responsibilities
At Goonawarra Day Hospital (GDH) we are committed to providing safe, respectful and high-quality care for every patient.
Our approach reflects the principles outlined in the Australian Charter of Healthcare Rights, which describes the rights of patients receiving healthcare in Australia.
Patient Rights:
- To receive quality health care from appropriately qualified and experienced staff and to receive continuity of care when attending GDH
- To receive health care that does not discriminate, particularly on the basis of race, religion, gender, health insurance status, mental status, socioeconomic background or age.
- To expect consideration of any special dietary needs
- To obtain complete and current information on your care and treatment in a language that you understand.
- To receive information about choices and options for your care and treatment including advantages, disadvantages, risks, benefits and alternatives to these treatments.
- To be given adequate opportunity to have any information clarified or any questions answered
- To be treated with courtesy and respect and have your privacy and cultural background respected by staff as well as having access to an interpreter if required.
- To expect that a safe and secure environment is maintained whilst receiving the services, including physical and emotional support.
- To be secure in the knowledge that information concerning your condition and care is treated as confidential and only used by staff who are involved in your care, unless you direct us otherwise.
- To have your health care discussed where others could not overhear it.
- To be given the opportunity to participate in decisions affecting your health care, where relevant.
- To know the identity and professional status of all attending GDH and to refuse the presence of other people during the delivery of the treatment.
- To expect staff to routinely introduce themselves to you.
- To seek a second opinion on your condition or treatment / care plan.
- Where applicable, to know in advance the charges for the services provided to you.
- To give your informed consent before the services are provided; to refuse the care or treatment options provided to you by the staff, after being fully informed of the consequences of that decision.
- To discuss any concerns, questions, provide feedback or make complaints about issues related to the services provided to you, the processes involved with the service provision and any treatment undergone at GDH
- To continue to receive appropriate alternative care if any decision to refuse treatment is made.
- To expect that expert/professional decisions to be made on your behalf and in your best interest after discussion with next of kin, partner, carer, guardian or medical agent, should you be unable to speak.
Patients Responsibilities
- To participate and cooperate with an agreed treatment and care program or inform staff of your intention not to comply.
- To be considerate of staff and other patients, treating them with courtesy and respect.
- To provide the relevant information about your health, to assist the staff involved in your care, including the possibility of infectious diseases.
- To inform staff if you are covered by any special benefits/ schemes.
- To contribute to a safe and comfortable environment in relation to noise, alcohol, smoking and illicit drugs.
- Consider your ability to meet your financial obligations to pay any accounts and fees for which you are responsible.
- To advise GDH if you are unable to keep an appointment within at least 24 hours’ notice.
(Australian Charter of Healthcare Rights in Victoria in 25 community languages: http://www.health.vic.gov.au/patientcharter/charter.htm)
Patient Privacy and Confidentiality
GDH is committed to the protection of personal privacy of our patients, staff and other clients. Our personal privacy policy adheres to the Australian Privacy Principles (APPs) of the Health Records Act 2001 and the Commonwealth National Privacy Principles (NPPs) of The Privacy (Private Sector Amendment) Act 2000.
The Australian Privacy Principles can be obtained through the website of the office of the Australian Information Commissioner (https://www.oaic.gov.au/privacy-law/privacy-act/australian-privacy-principles). Multilingual Department of Human Services privacy policy brochures can be downloaded from:
The Australian Privacy Principles can be obtained through the website of the office of the Australian Information Commissioner (https://www.oaic.gov.au/privacy-law/privacy-act/australian-privacy-principles). Multilingual Department of Human Services privacy policy brochures can be downloaded from:
Your health information may include:
- Personal identification details
- Medical history and treatment information
- Test results and clinical notes
- Information required for billing and health fund claims
This information is collected to assist our doctors, nurses and healthcare professionals in providing you with safe and appropriate care.
Your information will only be shared:
- With healthcare professionals involved in your care
- With your referring doctor or specialist
- When required by law
- With your consent
We take reasonable steps to ensure your information is secure, accurate and confidential.
If you would like access to your health information or have concerns about privacy, please speak with a member of our staff.
Who else has access to patient information?
There are a number of services outside GDH that might be involved in your care once you leave here. These services may include:
- Your general practitioner (GP)
- Community nursing services
- Hostels, nursing homes, rehabilitation services, etc
Information about you needs to be given to community agencies so that services can be organized. Information including diagnosis, treatment and medication may be sent to your referring doctor or GP to facilitate ongoing care.
Sometimes your referring doctor or GP will contact us for additional information about your treatment. In this situation, we routinely release information to the doctor whom you have specified or who is/will be caring for you. In an emergency situation we will release information about you to other hospitals or doctors to facilitate your care.
In some circumstances GDH is obliged by law to release personal information about you. This include Private Health Fund Claim, Administrative requirements for billing and debt collection, and other matters as required by law.
In some circumstances GDH is obliged by law to release personal information about you. This include Private Health Fund Claim, Administrative requirements for billing and debt collection, and other matters as required by law.
Storage and data protection
Personal information about patients is contained in hard copy documents stored and protected within the office on the day of admission. Information concerning patients is then stored electronically on our computer system which is maintained in a secure environment. Hard copy and electronic records are only accessible to personnel of the centre who require access to such personal information for the purpose of carrying out their duties. All personnel have signed Privacy and Confidentiality Agreements binding them to comply with the Australian Privacy Principles.
Access to records
Patients may request access to personal information by writing to the Office Supervisor. Persons entitled to access do not have to provide a reason for requesting access. The patient will be notified when their record will be available for personal viewing at the centre.
Applications should be made in writing. Verification will be made prior to response.
Office SupervisorGoonawarra Day Hospital7 Dornoch Drive,
Sunbury, VIC 3429Ph: 8746 9780
If a person believes that information held by GDH is incorrect, incomplete or inaccurate they may request amendment of that personal information. GDH will consider if the information requires amendment. If we do not agree that there is any ground for amendment it will, if the person seeking the amendment requires, place with that person’s personal information, a statement from that person as to why the information is not accurate or up to date.
If patients wish to obtain access to or wish to notify any changes to their details kept at GDH, they should contact the Office Supervisor for a copy of the protocol and the forms for carrying out these functions.
If patients wish to obtain access to or wish to notify any changes to their details kept at GDH, they should contact the Office Supervisor for a copy of the protocol and the forms for carrying out these functions.
GDH Complaints Policy
The staff at Goonawarra Day Hospital (GDH) recognises the right of customers to make a complaint. We welcome complaints as an opportunity to identify areas for improvement and to enhance the quality of care and service provided.
Our management team is committed to responding constructively to legitimate concerns raised by patients, their families, or friends. Lodging a complaint will not adversely affect the treatment of the patient.
How to Make a Complaint
A complaint can be made:
- In writing
- By telephone
- In person
A Complaint Form (F-QM00-02) can be requested from the Admin staff. Complaints may also be made anonymously; however, GDH may not be able to respond immediately to anonymous complaints.
Patients and families are encouraged to speak directly with staff. When a complaint is received by phone, staff must record the following:
- Complete a IIIR form
- Nature of the complaint
- Date of concern
- Complainant’s name, address, and phone number
- Action taken in response to the complaint
If the issue can be resolved at the staff level, GDH will endeavor to rectify it promptly. If it cannot be resolved immediately, the matter will be referred to the Complaints Officer for investigation and follow-up. Written feedback will be provided within two weeks.
If the complainant remains dissatisfied, external services, such as the Health Services Commissioner, may be contacted.
Grounds for Complaints
A complaint may be made about a health service provider who has:
- Failed to provide satisfactory care
- Failed to provide sufficient information or denied the patient’s right to choose
- Denied the patient’s respect, dignity, or privacy
- Been negligent or unprofessional
- Or any other issues relating to the health service provided
Health Service Providers at GDH
Health service providers include:
- Doctors, anaesthetists, specialists
- Nurses
- Reception and administration staff
- Cleaners
- Anyone else who provides a health service
Note: A provider named in a complaint may be any individual or organisation involved in the care of the patient.
Who can make a complaint:
• A patient or user of a health service• If the patient or user is unable to complain then: ○ A relative friend or guardian ○ A health service provider ○ Anyone with sufficient interest
Complaints Officer Contact
Director of NursingGoonawarra Day Hospital7 Dornoch Drive,
Sunbury, VIC 3429
Ph: 8746 9780