ommitmentccountabilityespectxcellenceervice

our values

Better health for children, Excellence in child health care

our vision

cares

1

welcome to our hospitalThe Children’s Hospital at Westmead is a big placeand can be a little confusing when you first visit,especially if you are a child.

We understand that being away from home can be unsettling and we’ll do everything possible tomake it easier for you. The information in thisbooklet will help you and your family prepare for your visit and make your stay with us ascomfortable as possible.

If you need help at any time while you are in the Hospital, please don’t hesitate to ask any ofour staff who will be more than happy to help.

Chapter Page

How to use this booklet 5

More than just a Hospital 7

How to find us 8

Important issues 9

Compliments, suggestions

or complaints 10

A few extra things to remember 11

Using your private health insurance 12

Rights & responsibilities

for patients & families 13

Your child’s health care team 15

The medical team 16

The nursing team 17

Allied health professionals 18

Your child’s health care team

working together 19

What to tell your child about

coming to Hospital 21

Chapter Page

What you will need to bring 22

Admission to

The Children’s Hospital at Westmead 23

Surgery 25

Anaesthesia 26

Recovery ward 27

Life on the ward 29

Accommodation for parents 31

Activities for kids while in hospital 32

Discharge, when it’s time to go home 35

General Hospital information 37

Staff who are here to help 38

Hospital facilities 40

Places to eat 44

Important numbers 45

Interpreters table 46

Index 48

contents

4

how to use this booklet

5

At the back of the book is an index to help you find the information you are looking for. On eachward you will also find general information about the Hospital, as well as services in the localarea such as the post office, hairdresser and supermarket.

Sections of this booklet are colour-coded to help youquickly find what you need to know. Please keep itwith you during your child’s stay in Hospital, makenotes in it and keep it handy for future reference.

The PURPLE section (pages 14 – 19) has information about the roles of all the different staff who may be involved with the care of your child.

The GREEN section (pages 20 – 23) explains the processes BEFORE you come to hospital.

The ORANGE section (pages 24 – 27) has information about HAVING SURGERY AND HAVING AN ANAESTHETIC and explains 'fasting'.

The LIGHT BLUE section (pages 28 – 33) has information about being ADMITTED TO STAY overnight in Hospital and LIFE ON THE WARD.

The YELLOW section (pages 34– 35) is about being DISCHARGED FROM HOSPITAL and the things you need to know before going home.

The PINK section (pages 36 – 45) is all about the HOSPITAL’S FACILITIES.

The DARK BLUE section (pages 6 – 13) has important information that you will find useful, including your rights and responsibilities.

We’ve been looking after sick children andtheir families for over 120 years. We work inpartnership with you and your child toensure you receive the best possible qualityof care. The Hospital has a philosophy ofproviding family centred care. This meanswe work together with parents and familiesand understand that all families are different and have different needs.

It also acknowledges that parents, and thosepeople who support you, play an integralrole in looking after your child.

Our expertise and medical facilities arerecognised internationally as among thebest. We’ve created an environment whereentertainment, educational programs, art andgardens play a vital part in the healing process.

7more than just a hospital

more than just a hospitalThe Children’s Hospital at Westmead is aninternational leader in child health and the largestpaediatric teaching hospital in New South Wales.It provides much of the specialist care that isn’tavailable elsewhere in the State. The Hospital ishome to the National Children’s Liver TransplantUnit, the State’s Children’s Burns Unit and ourCardiology team performs the majority of theState’s heart surgery for children.

The Hospital is accessible by bus, train andcar. It is signposted from the M2 and M4motorways as well as from other majorroads such as James Ruse Drive and theGreat Western Highway. For information onbus, train, ferry and the Westbus shuttleservices timetables call the Transport Hotlineby telephoning 131 500.

There is more detailed information about finding the Hospital in the back of this booklet.

ParkingParent and visitor car-parking is located offHainsworth Street. A drop-off area is locatedat the main entrance of the Hospital andvolunteers are often available to look afteryour child while you park.

A parking fee applies for most visitors.Concessions are available to families whohave a health care card or pension card.Simply present your card to the SecurityOffice to arrange this. If you have a DisabledParking Authority from the RTA, yourparking is free of charge. There are disabledparking facilities available on Level 1 of thecar park. You will need to ‘buzz’ Securityfrom the boomgate intercom at the carparkand they will let you out. Any other parking

fee arrangements can be made through yourSocial Worker or the Patients’ Friend.

An escort from the Security Office is availableat the main entrance to the Hospital if youare returning to your car at night.

Wheelchair & Stroller AccessThe Hospital is accessible to people withwheelchairs and strollers. There is direct,level access from the visitors' car park to themain entrance. Ramps and lifts ensure easyaccess inside the Hospital.

how to find us

8

The Children's Hospital at Westmead is located at the corner of Hawkesbury Road and Hainsworth Street in Westmead, near Parramatta, in Sydney's west.

how to find us

9

Information about your child and family ishandled with utmost respect for your privacy.Details of your child's condition and treatmentwill be kept confidential. Our staff are boundby strict confidentiality requirements as acondition of their employment.

Generally we will not release the contents ofyour medical record without your consent.However, there are some occasions wherewe are required by law to release detailseven without your consent, for example,under subpoena from the Courts, as part ofa Medicare investigation, or in the event of anotifiable disease.

Access to your child’s medical record You are entitled to see your child's medicalrecord – just ask the Nursing Unit Manageron the ward where your child is staying. Ifyou would like to see your child’s fullmedical record, or would like a copy of it,contact the Medical Records Department byphone on (02) 9845 2356. This can easilybe arranged, but there is a small charge forany copies that you require.

Please feel free to discuss any questionsabout your child’s medical record with yourchild’s health care team.

Our Hospital has an important part to playin teaching the next generation of healthcare professionals. Our teaching is doneunder close supervision. We hope you willhelp us fulfil this role. If you choose to sayno to an examination of your child by astudent, your decision will be respected.

Privacy Teaching

important issues

important issues

10

We aim to give you and your child the best service possible. So that we can continue toimprove our services, we welcome comments about your Hospital experience. All suggestionsand complaints will be taken seriously, followed up and used to improve services in the future.One of the best ways for us to know what we are doing well and what needs improving is foryou to tell us.

There are a couple of easy ways for you to give us feedback about services.

compliments, suggestions or complaints

1. You can talk with the Nursing UnitManager on the ward where your childis staying, or speak with one of yourchild’s health care team.

2. You can use one of the suggestionboxes, located on each ward and inmany Hospital departments.

3. Contact The Service Improvement Unit, Address: The Service Improvement UnitThe Children’s Hospital at WestmeadLocked Bag 4001 Westmead NSW 2145

Phone: (02) 9845 3442Fax: (02) 9845 1007

E-mail: SIUSIU@chw.edu.au

4. If you’d like assistance with a problemthat remains unresolved, please contacteither the Patients’ Friend or the ClinicalRisk Manager. The Patients’ Friend hasan office on Level 2, right next door toKids Health, and can be contacted byphoning (02) 9845 3535 (or 53535from your bedside phone), or by pagingfrom a ward or the Enquiry Desk at thefront of the Hospital.

The Clinical Risk Manager can becontacted in the Service ImprovementUnit on (02) 9845 3442. Both can be reached by mail at The ServiceImprovement Unit through the addressdetails opposite.

5. The Clinical Risk Manager is the official recipient of formal complaints for the Hospital.

Compliments,

suggestions or

complaints

11

Respecting the privacy ofother families Just as Hospital staff respect the privacy of your family, we ask that you respect the privacy of other families at the Hospitalas too.

It is also very important that you providecare for your child only. If another childneeds assistance, please call a member ofthe nursing staff to assist them.

Smoking & alcohol In the interests of your child's health, and as aregulation of the NSW Department of Health,smoking is not allowed in any part of The Children's Hospital at Westmeadexcept for the designated sheltered area near the entrance of the Hospitalto which staff can direct you. There aresensitive smoke detectors in all thebuildings, which alert the fire brigade ifsmoke is detected.

Please do not bring alcohol or illegal drugsinto the Hospital.

FootwearFor health and safety reasons, we ask thatparents and visitors ensure that they wearfootwear while in the Hospital.

Mobile phonesAs a general rule, it is appreciated if youdo not use your mobile phone in the wardsas it may interfere with medical equipment.This is critical in some areas with lots ofmedical equipment, but not as much of a problem in others – if you would like to use your mobile phone, please asknursing staff first.

SecuritySecurity officers patrol The Children'sHospital at Westmead regularly. TheSecurity Office is located on Level 2,opposite the Emergency Department, and isstaffed 24 hours a day. This Hospital has anactive anti-crime program called “HospitalWatch”, but please observe normal safetyprecautions and do not leave your valuablesor handbags unattended.

Appropriate behaviour To ensure the safety and well being ofpatients, visitors and staff, any personusing abusive or threatening language or behaving in a threatening manner will be asked to leave the Hospital.

a few extra

things to remember

a few extra things to remember

12

If you pay into a private health fund andyour child is admitted as a private patient,both you and the Hospital will benefit.

The benefit for your child is that they can becared for by the doctor of your choice (if achoice exists). If the doctor you choose is aStaff Specialist, there will be no additionalcost above your regular insurance fees. Thisis also the case for many of the Hospital’sVisiting Medical Officers (please see thepurple section for definitions of thesemedical staff roles).

Although we try to give privately insuredpatients a single room where possible, wecannot guarantee this. There are a limitednumber of single rooms on most wards andthese are allocated according to the medicalneeds of the children.

When patients use their private healthinsurance, the money the Hospital receivesas a result is used to maintain the highstandard of care we provide. This caninclude purchasing additional medicalequipment and employing more staff.

Recent changes now ensure that parentshave minimal paperwork and out-of-pocketexpenses when using their private healthinsurance. If you’d like more informationabout private health insurance, pleasephone the Patient Liaison Officer on (02) 9845 3673.

Whenever your child is admitted to a publichospital you have the right to choose to be either a ‘private’ or a ‘public’ patient.

using your private

health insurance

private health insurance

13

rights & responsibilities

for patients & families

While at The Children’sHospital at Westmead you can expect:• To be treated with the utmost care,

consideration, courtesy and respect.

• To be included as an important part ofyour child’s health care team.

• To receive clear, concise andunderstandable information from staffabout your child’s care.

• To be properly introduced to eachmember of your child’s health care team.

• To be encouraged to ask questions and toreceive clear answers and full explanationsabout all aspects of your child’s care.

• To be treated with dignity at all times andto receive care that is individualised foryour child and family and takes accountof your individual cultural and social needs.

• To have access to all information about yourchild’s care, including their medical record.

• To have all aspects of your child’s care dealtwith in a private and confidential manner.

While you are a part of The Children’s Hospital at Westmead community we expect you to:• Show respect and consideration for our

staff, other patients and their families.

• Be well informed about your child’s careand share accurate information with yourchild’s health care team.

• Let us know of any special needs your family has, so that we can try to meet them.

• Take care of your personal property,respect Hospital property and follow theimportant rules that exist about smokingand alcohol use.

• Voice any concerns you have about thecare your child and family are receiving atThe Children’s Hospital at Westmead.

• Help us identify where we can improveour services to you.

At The Children’s Hospital at Westmead we arecommitted to family centred care. An importantpart of this philosophy is to support the rights and responsibilities of patients and their families.

rights and responsibilities

Your child’s Health Care Team

your child’s

health care team

There are three main groups of health careworkers; nurses, doctors and allied healthprofessionals. Depending on your child’sneeds, the health care team may vary fromjust one or two individuals to many stafffrom various different departments.

In this section, we have provided a little bit of information on the roles andresponsibilities of each member of yourchild’s health care team.

There are also many other staff memberswho provide support services that are vital tothe day-to-day running of the Hospital, eg;ward clerks, cleaning staff and food servicesstaff, to name just a few. Please feel free toask any staff member what their positionand role is within the Hospital.

Your child’s health care team consists of many different health professionals who work together with you to providethe best care possible for your child and support foryour family. Most of our teams are multi-disciplinary.This means there is a range of staff, with lots ofdifferent skills, all working together.

15

ConsultantsDepending on your child’s health problem,the health care team will have a medical orsurgical focus, or a combination of both.Most of our Consultants are Paediatricians,who specialise in treating children. SomeConsultants are specialists in a particular areaof medicine, e.g. renal medicine (related to thekidneys and bladder) or opthalmology (eyes).

Members of the medical or surgical staffmight have the title of Professor or AssociateProfessor. This relates to their connectionwith the University and their responsibility forteaching students.

Some consultants are known as StaffSpecialists and other consultants are knownas Visiting Medical Officers (VMOs). Thisdifference relates only to the type of workcontract they have with the Hospital and saysnothing about their level of skill or experience.Staff Specialists are employed by the Hospitalon a full time basis. Visiting Medical Officerswork part-time at the Hospital and usually alsohave a private practice outside the Hospital.They may also work at other hospitals.

All consultants are responsible for teachingand supervising our junior doctors. In most

cases, junior doctors and the nursing staffwill provide most of your child’s day-to-daycontact and care.

The Hospital employs a large number ofjunior doctors who are training to becomeconsultants in their chosen field. Because we specialise in treating children, we do notemploy doctors in their first two years aftergraduating. Junior doctors work under thesupervision of a consultant. Depending ontheir level of experience, junior doctors mayhave different titles such as:

FellowFellows have completed a number of yearsas a Registrar and are close to the end oftheir training to become a Consultant.

RegistrarRegistrars are doctors who have completedtheir Resident years and are training tobecome either Paediatricians or Surgeons.

ResidentResidents are the most junior members ofthe medical team. They have practisedmedicine under close supervision in an adulthospital for at least two years before workingat this Hospital.

the medical team

There are usually a number of doctors who provide care for your child. You will find the name of the Consultant (Senior Doctor) in charge of your child’s medical team written above yourchild’s bed. The Consultant is the person who has theoverall responsibility for your child’s medical care.

the medical team

16

Nurse Unit Manager (NUM) A NUM is a Registered Nurse who managesa ward, including overseeing the nursingstaff. If you have any problems that you arenot able to discuss with the nurse lookingafter your child, the NUM is a good personto speak to.

Clinical Nurse Consultant (CNC)A CNC is a Registered Nurse who leads andconsults in a particular area of care acrossthe Hospital and is available to advise andsupport families, other nursing staff andmedical staff. CNC’s have a role in co-ordinating your child’s care.

Nurse Practitioner (NP)A NP is a Registered Nurse who is an expertin a specific area of care (like Diabetes).The NP independently provides and orderstreatment and collaborates with varioushealthcare teams, providing expertise,advice and support to children, their families and staff at the Hospital.

Clinical Nurse Specialist (CNS) A CNS is a Registered Nurse who works ona ward and specialises in a particular areaof care for that ward alone. They may alsoprovide advice and support families andother staff within that ward and speciality.

Registered Nurse (RN) A RN is a nurse who has completed anursing degree. Many RN’s have specialisedtraining in particular areas of nursing care.RN’s provide most of the day-to-day care ofyour child and provide support for your family.

Enrolled Nurse (EN) An EN is a nurse who has completed a two-year enrolled nursing course and who provides care and support for your child and family at the bedside.

the nursing team

the nursing team

17

AudiologistAudiologists specialise in assessing hearing.

DietitianDietitians provide the nutritional care,education and counselling for children whorequire dietary assessment, special formula,or changes in their diet because of theirmedical condition.

Occupational Therapist (OT)OT’s work with children and adolescents tohelp them become independent in dailytasks at home and school, and help familiesprovide care at home.

OrthoptistOrthoptists specialise in treating eye andvision disorders.

OrthotistOrthotists specialise in providing equipment(such as splints, braces and supportdevices) to help manage or correctmovement problems.

PharmacistPharmacists provide the medications thathelp to treat your child’s medical condition.

Physiotherapist (Physio)Physio’s work with children and their familiesto establish, restore and maintain optimumphysical function, independence and fitness.

Play TherapistPlay Therapists provide play experiencesand coping strategies to help children adjustto their illness and hospitalisation.

Psychologist, ClinicalPsychologist & ClinicalNeuropsychologistPsychologists offer patients and families a wide range of services for psychological,behavioural, and psychosocial issues.

Social WorkerSocial Workers provide emotional andpractical support to help children andfamilies cope with the effects of illness and hospitalisation.

Speech PathologistSpeech Pathologists diagnose communicationand feeding problems and work with familiesto overcome difficulties in these areas.

allied heath professionals18

There are many different health professionals who are referred to as Allied Health Professionals.Some of them are described below:

allied health professionals

What to tell your child about

coming to Hospital

Parents often ask how to talk to their childabout being in hospital. We’ve found these

things to be helpful:

• Be clear and honest.

your child’s health care

team working together

Your child’s Health Care Team 19

• Tell your child, in simple words, as muchas you can about their illness or theirneed for an operation and what willhappen when they are in hospital.

• Answer your child's questions, includingany about pain, as truthfully as you can.If the questions are difficult, a member of your health care team can help you to explain.

• There are many helpful books you canread with your child to prepare for yourhospital visit. There are also picture booksavailable for younger children. Visit yourlocal bookshop, library or our Kids HealthBookshop on Level 2 or phone KidsHealth on (02) 9845 3585.

When to tell your child aboutcoming to hospitalTell older children several weeks before.They may need to imagine what it will belike and think about how to cope.

Tell three or four-year-old children a fewdays before they are admitted. They mayenjoy using their imagination to play atbeing in hospital.

Younger children do not understand whattime is - a day seems as long, or as short,as a week. There is no need to say anythinguntil just before it is time to leave for theHospital.

getting ready 21

what to tell your

child about coming

to hospital

what to bring22

Getting readyIt is really important to confirm yourchild’s booking. To do so you must returnthe information sheets or reply slip whichhave been sent to you, as soon as possible,so we can make all the necessaryarrangements for your child’s arrival.

The Booking Office will contact you byphone to confirm your arrival date two daysprior to your child's admission.

If your child is being admitted on the sameday that they will be having surgery, a nursewill phone you the night before your child'ssurgery, between 3pm - 6pm, to advise youof what time you need to arrive at theHospital and your child's fasting times. It isvery important that you follow theseinstructions on fasting (which is when yourchild has to stop eating and drinking).

Your child’s operation may have to becancelled if instructions on fasting are notcarefully followed.

If your child is being admitted the day beforethey will be having surgery, then pleasephone the Booking Office on (02) 98452300, from 10.30am to 11.30am on theday that you are to be admitted, to confirmthere is a bed available. If you live morethan four hours drive away from theHospital, a staff member from the Booking

Office will telephone you two days beforeyour admission date to confirm your booking.

If your child is unwell and you’re not surewhether or not to come to hospital for yourchild’s surgery, please phone the BookingOffice on (02) 9845 2300 for advice. Yourchild’s surgery may need to be rebooked foranother date if they are unwell.

When you arrive at the Hospital, please goto the Enquiries Desk and a staff member orvolunteer will direct you.

Before your child has surgeryIf your child is having surgery you will berequired to fill in a Health Questionnaire.This questionnaire will be reviewed by thepre-admission nurse at the Hospital todetermine if your child needs to attend thePre-Admission Testing Service (PATS) Clinic.

If your child needs to attend the PATS Clinicyou will be notified by phone or letter.

The PATS Clinic allows doctors, ananaesthetist and the pre-admission nurse toassess your child's health and to conductany tests that are needed before surgery. Itis also another opportunity for you to askquestions about your child’s surgery andpost-operative care.

admission to The Children’s Hospital at Westmead

admission to The

Children’s Hospital

at Westmead

23

ConsentWe will ask you to sign a consent form afterthe doctor explains the operation to you. Weneed this consent before the operation cantake place. If you need an interpreter, pleaselet a staff member know.

It is important that you fully understand thesurgery your child will have and the plan fortheir care after the surgery, so please ask asmany questions as you like.

FastingBefore surgery your child will have to fast,which means not eating or drinking for acertain amount of time. This is a veryimportant part of preparing for surgery.

Why is fasting important?It is essential for anyone having surgery tohave an empty stomach. If not, there is arisk that they may vomit and food or fluidscould go into their lungs. Fasting usuallymeans no food or milk for at least six hoursbefore anaesthesia. Infants may be fedbreast milk up to four hours beforeanaesthesia and all children may drinkwater, up until two hours beforeanaesthesia. The nursing staff will adviseyou of the exact fasting times for your child.These times will be adjusted according tothe time of day your child is scheduled tohave surgery.

surgery

surgeryYour child will be admitted to a ward or to aspecial area to get ready for their operation. Theycan play or rest in their pyjamas until the doctor isready. Feel free to ask questions at any time.

25

No foods or milk after:

No breast milk after:

May have clear fluids until:

Need to be at the Hospital by:

You should write here the times you have been told for your child to fast:

How long can I stay with my child?Parents are encouraged to accompany theirchildren to the Operating Theatre. In mostcases, if you would like to, parents can bewith their child while they 'go to sleep'. Thereare however some instances where this is notrecommended, such as with very youngbabies and in an emergency situation. Theanaesthetist will advise you if this is the case.

How will my child ‘go to sleep’?Children ‘go to sleep’ either with a maskreleasing pleasant smelling gas on their face, or with an injection into a vein.Anaesthetists have techniques to make this less scary for children.

anaesthesia26

Many parents have concerns about their childhaving anaesthetic. Anaesthetists are experiencedspecialised doctors, highly trained to look afterpatients during operations. The Anaesthetist willmake sure your child is asleep and will monitortheir breathing and circulation throughout theoperation. The Anaesthetist will also make sureyour child has minimal pain afterwards.

anaesthesia

recovery 27

recovery ward

What should I do while mychild is in the operatingtheatre?Take the opportunity to go and get somethingto eat and drink and perhaps take a strollaround the Hospital grounds. Please go tothe Recovery Ward Waiting Room on Level 3at the time advised by the theatre staff. Youwill be phoned in the Waiting Room whenyour child is ready to see you.

Don’t be concerned if the operation seems tobe going longer than estimated, as there aremany reasons why this can happen.

After surgery your child will be taken to theRecovery Ward.

Recovery WardThe Recovery Ward is the ‘waking up’ area.You can join your child there as soon asthey are awake. In the Recovery Ward, onlytwo adults are able to visit each child - otherchildren, such as brothers or sisters are notable to go into this area unless they areyoung babies who need to stay with theirparents. The nurses in the Recovery Wardare experienced at looking after patients asthey wake up and will make sure that yourchild is comfortable.

Most children recover from anaesthesiaquickly and without any problems. Howeversleepiness, nausea and vomiting arerelatively common.

When your child is ready, they will betransferred to a ward.

Every child's room has a view to a garden orcourtyard. Each child has their ownwardrobe and access to a shared bathroom.Parents and visitors are not permitted to usethe toilet facilities in childrens’ rooms butthere are toilets you can use on each ward.There is a parents’ lounge on each wardwhere you can make yourself a hot drinkand it also contains a fridge, microwave andtelevision for your use.

Patient MealsAll patients receive a menu to choose theirmeals from. There are Dietary Assistantsand Dietitians who are available to answerquestions or help with any special dietaryneeds.

A snack trolley for patients is located oneach ward.

Never give food or drink to your child ifthere is a 'Nil by Mouth' or 'NBM' notice onthe bed. This could be dangerous for yourchild. Please never give food or drink toany children other than your own.

Meals for ParentsMeals are not provided for parents on thewards. There are a variety of outlets at theHospital where snacks and meals can bepurchased from early morning to lateevening (for more details, see page 44). Youare welcome to bring food onto the wardand store it in the fridge in the parents'lounge area. Please remember to mark foodclearly with your name and the date. Avariety of snacks can be purchased from atrolley that the Volunteers bring to eachward, every weekday morning (except onPublic Holidays). The Volunteers’

Life on the ward 29

While on the ward we encourage you to be asinvolved as you wish to be in your child’s care. We call this philosophy Negotiated Care. We needyou to let us know what aspects of your child’scare you would like to be involved with (e.g.bathing, feeding, giving medications, etc), andwhat aspects you would like us to be responsiblefor. Any information you can give us about anyspecial needs that you or your child may have willhelp us provide you with the best care.

life on the ward

life on the ward30

Department operates this service for families in collaboration with the FoodServices Department and all profits go to the Volunteers’ Department for donation to the Hospital.

VisitingParents and carers may stay with their childat all times.

• Visiting hours for families and friends are10am to 12 noon and 2pm to 7.00pm.

• The children have a rest period afterlunch between 12.30pm and 2pm. Onlyparents and carers should stay with theirchild during this time.

• An adult should always accompanychildren who are visitors. If you don'twant to take your other children to theward, the Hospital offers child mindingfrom Monday to Friday, between 9.00amand 3pm and on weekends between10am and 2pm. There is a small feeinvolved, (see page 43 for more details).

• Sick children pick up infections veryeasily, so parents and visitors should onlyplay with their own children. If visitorshave a cold or another illness, please askthem not to visit. Some children areparticularly vulnerable to chicken pox,measles and other contagious illnesses.

If you think you have been in contact withany of these illnesses, please do not visitthe Hospital. If you are unsure pleasephone the Hospital.

• Special visiting rules apply in theRecovery Ward, the Intensive CareUnits, and in Variety, Clancy andCamperdown Wards.

Some children in these wards are moresusceptible to infections. This can be very dangerous for them, so please takeextra care. Individual ward informationsheets contain more detail on thesevisiting conditions.

Phones The bedside telephone is for incoming callsand also connects you with the StarlightExpress Room and Radio Bedrock. You canmake external calls from this phone using a'phoneaway' card, which can be purchasedfrom Bear Bite Eatery on Level 1 or the KidsPlus Chemist on Level 2. There are alsopublic telephones throughout the Hospital.

Please ask your friends and relatives toavoid ringing after 8pm so that children'ssleep is not disturbed.

accommodation for parents

accommodation

On the wardSingle sofa beds are provided free of chargeat each child's bedside, except in theIntensive Care Unit (ICU) and the NeonatalIntensive Care Unit (NICU). For theseparents, please see the Parents’ Hostelinformation. As space is limited, there isroom for only one parent to stay with eachchild on the ward.

Most wards have a parent bedroom (for oneor two people) which is allocated by theNursing Unit Manager based on the medicalneeds of the children in the ward (there is anightly fee charged).

Parent showers and toilets are provided on theward, just near the parent rooms. Please donot use the toilets provided for the children.

Other accommodation at the Hospital is limited.

Parents’ Hostel The Parents’ Hostel on Level 2 has a smallnumber of single rooms that can sleep up totwo adults. There is a fee per person per night.Priority is given to families with children inICU and NICU. Except for breastfed babies,we are not able to accommodate your otherchildren in the parent’s accommodation. Formore information contact the Parents’ Hostelon (02) 9845 2958.

Ronald McDonald HouseThis facility is available for country familiesand families who need to stay at the Hospitalfor a long time. Priority is given to families ofchildren being treated for cancer. For moreinformation, contact the Ronald McDonaldHouse Manager on (02) 9845 0600.

Other AccommodationThere are some other accommodationoptions in surrounding suburbs. For moreinformation phone the Accommodation Co-ordinator on (02) 9845 2958 or theSocial Work Department on (02) 9845 2641.

31

The Accommodation Co-ordinator can tell youabout the type and cost of accommodationavailable for you while your child is in Hospital. Although there is no pre-booking arrangement for accommodation at the Hospital, you canphone the Accommodation Co-ordinator on (02) 9845 2958 to discuss the options prior toyour arrival.

A reimbursement scheme - The NSW Isolated Patients' Travel and Accommodation Scheme(IPTAAS) - for rural families living over 200kms from the Hospital, offers assistance with traveland accommodation expenses. Your G.P or a Social Worker or the Accommodation Co-ordinatorat the Hospital will be able to give you more information about IPTAAS.

Book BunkerOur Library has books for all ages, includingsome on CD-ROM. It is a great place foryour child to visit and stay a while. If yourchild is unable to leave the ward, just askthe nursing staff how to borrow books,videos and audiotapes.

Play ProgramsOur Play Therapists offer weekly groups forchildren 0–12 years of age.

TelevisionEvery bed has its own television that showsthe Starlight Channel and Radio BedRock. If you would like to watch commercialchannels there is a charge – please see your ward clerk to arrange this.

Youth Arts ProgramThe Youth Arts Program offers a range ofcreative arts, craft and leisure activities.

Activities for kids while in hospital

activities for kids while

in hospital

32

More information is available on each ward about the fun activities available at theHospital and in the surrounding areas.

Activities for kids while in hospital 33

Radio Bedrock and theStarlight Express RoomRadio Bed Rock and the Starlight ExpressRoom share a large entertainment area onLevel 2 of the hospital. We have videogames, mini cinema, piano, songs & movieson request and lots of art & craft. From ournew modern studios we broadcast twochannels of entertainment free to thepatients 24 hours a day.These channels canbe found on the TV at the end of your bed.Any patient can call the studio on our

patient request line "53577" from the phonebeside their bed to request a song or movieor enter one of the many competitions thatare run every day.

Keep your eye on the TV for new andexciting things that are happening in theroom. Radio Bed Rock / Starlight ExpressRoom is a special retreat for children and isa doctor-free zone!

Radio Bed Rock Hours6.00pm to 8.00pm Monday - Friday

Starlight Hours10.30am - 5.00pm Monday to Friday10.30am - 2.30pm Saturday/Sunday

If your child needs ongoing care, either asan outpatient or from our Clinical LiaisonNurses, Community Nurses or from yourfamily doctor, this will be arranged with youbefore you go home.

If you need to continue any treatment athome, you will be shown how to do this andbe given as much support as possible. Youcan contact one of the nurses who has beenlooking after your child on the ward forfurther support If necessary.

Before you go home, you will be given acopy of a summary of your child’s stay inHospital for your family doctor (GP). This iscalled a Discharge Summary. Sometimesthis is posted straight to your GP.

You should also receive a copy of theNursing Discharge Summary which willoutline any treatment instructions for home,as well as any follow up appointments yourchild needs. Staff will make sure you havebeen given all necessary phone numbersand contact details before going home.

Unless we have written permission, wecannot let a child go home with anybodyexcept a parent or legal guardian. If youcannot collect your child, please phone thenurse to say who will be coming instead. Thisperson must be an adult and needs to haveidentification and a letter signed by you givingthem permission to take the child home.

Usually children will remain in hospital thewhole time during their treatment. On someoccasions, even though your child is notready to be discharged, they can be allowedhome for short periods of time. Please feelfree to discuss this with your health care team.

If you leave without Hospital approval andagainst medical advice you will be asked toaccept responsibility for the consequences ofthat decision.

When it’s time to go home 35

discharge when it’s

time to go homeEveryone looks forward to going home and we hopeto make this as easy for you as possible. Your child’shealth care team will discuss with you when theythink your child will be ready to go home.

general hospital information 37

We understand that being away from home can be unsettling and we’ll do everything possible tomake this time easier for you. The information inthis section is all about Hospital services. There is also more information on every ward aboutservices in the local area.

Remember if you need help at any time while youare in the Hospital, please don’t hesitate to askany of our staff who will be more than happy tohelp. We also appreciate your comments on howwe could improve the service provided to yourchild and family at the Hospital.

general hospital

information

staff who are here to help38

Aboriginal Health Education Officer

Our Aboriginal Health EducationOfficer (AHEO), provides supportto Aboriginal families who cometo the Hospital.

CashierThe Cashier's office is on Level 2opposite the Main Entrance. Youcan pay most Hospital accountshere (EFTPOS is available).

ChaplainsThe Hospital has a 24-hourchaplaincy service to providesupport to all families regardless

of their religion and cultural background.There is also a Quiet Room on Level 2 forcontemplation and prayer.

Interpreter ServicesIndividual interpreters areavailable for face-to-face or phoneinterpreting 24 hours a day, seven

days a week. A sign language interpretercan also be arranged. The interpreter serviceis external to the Hospital, so as muchnotice as possible is helpful. The staff caringfor your child can organise this for you.

Kids Health – Child HealthPromotion Unit

Kids Health is an informationresource centre and bookshop onLevel 2 of the Hospital, and is

open Monday to Friday 9am – 4pm. It offersa wide range of books, computer-basedinformation, videos and pamphlets. The staffat Kids Health can also provide contactdetails for a wide range of support groupsand information on rare disorders. You cancontact Kids Health on (02) 9845 3585.

staff who are here to help

staff who are here to help 39

Patients’ FriendThe Patients' Friend liaisesbetween the patient, the familyand the Hospital to provide

support and information about Hospitalprocedures, services and facilities. ThePatients' Friend is located on Level 2, next toKids Health, and can be contacted by phoneon (02) 9845 3535 or on extension 53535from your bedside phone.

VolunteersIt may be possible for a volunteerto stay with your child if you needto leave for a limited time. Please

ask nursing staff for more details.

The Volunteers’ Shop offers a wonderfulselection of gifts, many of which are hand-made. You can also purchase our mascot,the Bandaged Bear, and other officialHospital merchandise here. The shop isopen Monday to Friday 9am to 4pm andSaturday and Sunday 10am to 3pm. Theshop closes on Christmas Eve and re-opensat the beginning of February each year.

Ward GranniesThe Ward Grandparent Scheme isa service available for long-termpatients through the Social Work

Department. A trained volunteer can staywith your child three or four days per weekwhen family and friends are not able to bewith your child, or when you need a break.

Banking ServicesA 24-hour Multicard ATM is located onLevel 2, opposite the Volunteers Shop.

EFTPOS (with cash-out facility) is availableat Kids Plus Chemist.

EFPTOS (with no cash-out facility) isavailable at the Cashier.

BreastfeedingThe Hospital recognises the importance ofbreastfeeding your baby and we have aspecial room for mothers, which hasequipment that you can use to express. The Hospital also has staff who specialise insupporting breastfeeding. Ask your NursingUnit Manager if you would like to meet oneof them.

Change Tables and Feeding RoomsThere are baby change and feeding roomson Level 2 and Level 3.

Facilities to change older children are in theChildren’s Assessment Centre on Level 3and in the change room around the cornerfrom the Volunteers’ Shop on Level 2.

Change Machine Turn your notes into $1 coins at the changemachine located on Level 2 opposite theEmergency Department.

Chemist ShopKids Plus Chemist is open from 8.30am to5.30pm Monday to Friday. It offers a fullpharmacy service, gifts, personal items,stamps and ‘phoneaway cards’. It is locatednext to the Volunteers Shop on Level 2 andthe phone number is (02) 9689 2999 orextension 50551 from within the Hospital.

Hospital Facilities40

hospital facilities

EquipmentIf your child requires the use of specialisedequipment (eg for seating or bathing) pleaselet your Nursing Unit Manager know.

Electrical EquipmentIn the interests of safety, the MaintenanceDepartment must check all electricalequipment, such as TV’s, videos, infusionpumps, etc, brought into the Hospital beforebeing used. Please check with the staff onthe ward for more information.

Grounds & GardensThe Hospital has several outside areas,including the Chinese Garden and Children’sGarden. Please check with your nursebefore you take your child from the ward.Please ensure your child wears sunscreenand a hat if outside for any length of time.

Please respect the Hospital grounds and‘do the right thing’ with any rubbish. Pleasealso observe our no smoking policy whileoutside, except in the designated area.

Hearing DifficultiesFor people with hearing difficulties, theHospital has a TTY (telephone typewriter)located in the Switch Room on Level 2 anda sign language interpreter can be arrangedas required. Communication equipment forpatients can be borrowed from theOccupational Therapy Department. Pleaseask the staff caring for your child.

Hospital Facilities 41

Hospital PharmacyThe Hospital Pharmacy (which is separateto the Kids Plus Chemist) dispenses hospitalprescribed medications for inpatients andsome outpatients. The Hospital Pharmacyon Level 2 (near the Parents’ Hostel) is openMonday to Friday from 9am –4.30pm.Please be patient when filling a scriptthrough our Pharmacy. The Pharmacysupplies medications for children in theHospital as well as for some of thoseattending outpatient clinics and childrenleaving to go home. It is best to allow plentyof time to pick up your final script beforegoing home.

Hospital SchoolThe Department of Education and Traininghas a school in the Hospital for childrenexpected to be hospitalised for more than aweek. Contact the School Administration on(02) 9845 2813 for more information.

Internet TerminalThere are two Internet terminals, onesituated on the ground floor opposite theBear Bite Eatery and one in the front foyer ofthe Hospital outside Security. There is asmall fee charged to use these terminals.

LaundryA coin-operated laundry is available forparents to use. It is located on Level 1 at thefar end of the corridor. You will need $1 coinsfor the washing and drying machines, and$2 coins for the washing powder dispenser.

Hospital Facilities42

Local FacilitiesThere are many local retail outlets andservices around The Children's Hospital atWestmead. Parramatta is a major centrewhich is close by and has many governmentdepartments, major stores, speciality shops,restaurants, coffee shops, cinemas andleisure facilities available. There is moreinformation about local facilities on each ward.

Lost PropertyPlease report any lost property to theSecurity Office opposite the EmergencyDepartment.

Sibling CareThe Sibling Care Centre is located at thebottom of the ramp on Level 1, and canprovide child minding for the brothers andsisters of children who are in Hospital, theEmergency department or at a clinicappointment. The Centre is open seven daysa week Monday to Friday, 9am to 3pm and10am to 2pm most weekends. There is asmall fee, please pack lunch if your childwill be there over lunchtime. The Centrecloses on Christmas Eve and re-opens at the beginning of February each year. Forbookings please phone the Volunteer Serviceon (02) 9845 3840

Toilets & Disabled ToiletsToilet facilities, including those withdisabled access, are located on all levels of the Hospital.

Hospital Facilities 43

Bear Bite Eatery 7.00am – 8.00pm 7 days Level 1 at the bottom of the ramp

The Bear Bite Eatery sells a variety of hot foods, salads, sandwiches, sushi, drinks,cakes, confectionery, fruit, ice creams, snacks, some grocery items, newspapers, magazines and Telstra phone cards (including Phone Away cards).

Bear Brasserie Cafe 8.00am – 7.30pm Mon – Fri Level 2 at top of the ramp

The Bear Brasserie Cafe sells a variety of café style meals and beverages and is licensed.

Kids Corner Cafe 6.30am – 5.00pm Mon – Fri Hainsworth St near the Children's Medical Centre

The Kids Corner Cafe sells a variety of café style meals, sandwiches, confectionery,drinks and ice creams.

The Sandwich Shop 10.00am – 3.00pm Mon – Fri Level 2 just past Kids Health

The Sandwich Shop sells made to order and pre-packaged sandwiches, as well assushi and drinks with a small selection of snacks and fruit.

Starbucks 6.30am – 8.00pm Mon – Fri Level 2 near the Main Entrance8.30am – 4.00pm Weekends

Starbucks specialises in coffee and other beverages. They also have a selection ofsnacks and some Starbucks merchandise for sale.

The Volunteers’ Snack trolleyA variety of snacks and drinks can be purchased from the Volunteers Snack Trolleywhich visits all wards every weekday morning (except on Public Holidays). TheVolunteers’ operate this service for families, in collaboration with the Food ServicesDepartment, and all profits are donated back to the Hospital through the Volunteers

Vending MachinesSnacks, drinks and other items such as toiletries and change are available fromvending machines located throughout the Hospital.

places to eat44

places to eat

No. from outside Extension Page

Accommodation Coordinator (02) 9845 2958 52958 31

Book Bunker (02) 9845 0808 50212 32

Booking Office (02) 9845 2300 52300 23

Clinical Risk Manager (complaints) (02) 9845 3442 53442 10

Finance (accounts) (02) 9845 3166 53166 38

Interpreter Services (02) 9840 3456 (until 11pm) 38

Kids Health (02) 9845 3585 53585 or 53588 38

Patient Enquiries (02) 9845 3777 53777

Patients’ Friend (02) 9845 3535 53535 10 & 39

Patient Liaison Officer (02) 9845 3673 53673 12

Public Relations (02) 9845 3364 53364

Radio Bedrock (02) 9845 3571 53571 33

Service Improvement Coordinator (02) 9845 3442 53442 10

Sibling Care (02) 9845 3838 53838 30 & 43

Social Work (02) 9845 2641 52641 or 52642 19 & 33

Starlight Room (02) 9845 3601 53601 33

Volunteers (02) 9845 3841 53841 39

important numbers 45

Here are some numbers that you might findhelpful. We have listed both the number to ring ifyou are calling from outside the Hospital, as wellas the extension you can call from your child’sbedside phone on the ward.

important numbers

46

intepreters tableIf English is not your first language or you have difficulty understanding English, we can arrange an interpreter for you.

47

section heading48

Subject Page

Aboriginal Health Education Officer 38

Accommodation for parents 31

Activities for kids 32-33

Alcohol and drugs 11

Anaesthesia 26

Appropriate behaviour 11

Banks 40

Book Bunker 32

Booking your child in 23

Breastfeeding Room 40

Cashier 38

Change Machines 40

Chaplains 38

Chemist 40

Consent 25

Disabled Access 8

Discharge 35

EFTPOS 40

Fasting 25

Giving a compliment 10

Hospital Facilities 40-43

Subject Page

Hospital School 42

Internet 42

Interpreters 38

Kids Health 38

Laundry 42

Lost Property 43

Making a complaint 10

Meals for children who are in Hospital 29

Mobile phones 11

Parking 8

Patient and family rights and responsibilities 13

Patients’ Friend 10 & 38

PATS Clinic 23

Phones 30

Play Programs 32

Privacy 9

Radio Bedrock 33

Roles of health professionals 15-19

Security 11

Sibling Care 43

Subject Page

Smoking 11

Staff who are here to help 38-39

Surgery 25

Teaching 9

The Health Questionnaire 23

The Starlight Express Room 33

TV 32

Using your private health insurance 12

Visiting 30

Volunteers 38

Ward Grannies 38

What to bring to hospital when your child is tobe admitted 22

What to tell your child about coming to Hospital 21

Where to eat for families 44

Where to wait while your child is in surgery 27

Your child’s medical record 9

Youth Arts Program 33

index

Special thanks to:• The parent information group, particularly Dave, Sally & Marian.• Emmanuel Angelicas for the donation of Photographic Services.• Beth Boag of BEPA Design for all illustrations.

major section heading

Corner Hawkesbury Road and Hainsworth Street

Locked Bag 4001Westmead NSW 2145Sydney Australia

DX 8213 Parramatta

Tel +61 2 9845 0000Fax +61 2 9845 3489

www.chw.edu.au