#

Patient information: Windsor Road Clinic

On behalf of all the team at the Windsor Road Clinic we extend you a warm welcome. We hope that you enjoy your stay with us. All the team are here to help and support you during your stay.

Should you have any questions regarding your admission please phone:

02 9686 0815
The Windsor Road Clinic intake officer
07:00am—3:00pm Monday to Friday


For the Windsor Road Clinic your hospital admission will be arranged through the clinics liaison officer who will be in contact with your allocated doctor. The liaison officer will keep in contact with you via phone to ensure you are ready for your admission.

On the day of your admission, please go to the main reception desk, located close to the main entrance of the hospital on level 1. After your admission has been registered by our reception team you will be taken to the Clinic on Level 2. In this area you will be greeted by your admitting nurse and an admission assessment will be undertaken.

You will be reviewed by a CMO (career medical officer) and your medications will be charted. Your consultant will review you within 24 hours of admission and discuss your specific plan of care with you.

All patients are required to sign a Patient Agreement on admission outlining the rules and expectations.

Physical examination

It is a requirement of The Windsor Road Clinic that you have a physical examination by our GP within 48hours of admission. This is not a legal requirement but one that we believe to be ‘best practice’.


Room, Bag & Physical Search

Everyone admitted is required to have a bag search upon admission & there may be times when roomsare also searched. We are experienced in dealing with this professionally and in as short a time aspossible. It happens rarely but sometimes we have to conduct a physical search if we suspect that apatient is concealing illicit drugs, prescription medications or alcohol. We have protocols and guidelines tofollow to protect your privacy should a physical search be required.

We offer a range of private and shared rooms, all with ensuites and a private telephone. Whilst every effort will be made to accommodate you in the type of room you prefer, this may not always be possible.

Rooms are allocated to patients with consideration given to their level of clinical need. It is likely that you will be given a single room when you are first admitted and then later in your stay be asked to move, possibly into a shared room, once you are more settled.

The reason we ask you to change rooms is that when someone is first admitted they can be agitated or distressed and have symptoms that may mean a single room is a priority.


We do not allow razors into the clinic for issues of safety. There are no exceptions to this rule. If you have brought in razors then they will need to be taken away by a friend or family member. No S4 medications (such as Valium, Codeine etc) or ‘blister packs’ should be brought into the Clinic but other medications are fine. Please notify the Admissions Officer upon arrival of what medications you have brought in with you as these need to be handed in to the nursing staff and kept in the medication room.

It is strongly recommended that you do not bring anything of value including jewellery or large amounts of money to the Clinic. These items should be given to your family/friends for safekeeping as soon as possible.

The Clinic will only accept responsibility for your valuables if they are signed over to be held for safekeeping in the Clinic’s safe. The valuables will be kept overnight or over the weekend.

The Windsor Road Clinic accepts the following forms of payment:

  • Bank cheques (personal cheques are not acceptable)
  • Credit Cards (Bankcard, MasterCard, Visa)
  • EFTPOS
  • Cash

For residents who do not have health insurance, a cost-per-day will be established prior to admission.

For these residents payment is due one week in advance of each week of the patient’s admission and the account is balanced on discharge. If you have any concerns regarding the finalisation of your account please speak to the Admissions Officer.

For your personal safety and in line with the Clinic’s Occupational Health and Safety Policy, we ask that the following be strictly adhered to:

  • Smoking is only permitted in the designated area within the hospital and if you are granted leave by your treating psychiatrist
  • No naked flames are allowed inside the Clinic for safety reasons. This includes the burning of incenses, tea lights in oil burners or electronic cigarettes.
  • All meals are to be consumed in the Dining Room. If you are unable to attend the Dining Room for your meal a tray will be provided. This will be at the discretion of your doctor and nursing staff. You are not permitted to obtain a tray for another resident or patient
  • Under no circumstances are knives, forks or other crockery to be taken out of the Dining Room
  • Your bedroom should be kept tidy and the floor clear of belongings

Any dietary requirements upon admission should be passed onto the Admissions Officer who will inform the Catering staff.

Breakfast (8am weekdays), lunch (12pm) and dinner (5pm) are served in the dining room located on the other side of the courtyard. All meals are to be consumed in the Dining room and meal trays are not to be removed from the dining room by residents. In exceptional circumstances meals can be provided to you in your room but this is at the discretion of nursing staff.

The refrigerator in the Servery is for residents and items such as milk. Residents who would like to use the refrigerator are required to label their food or drink with their name and date on it.

Any items not labelled are required to be disposed of. Labels and a pen can be found on the tea and coffee area.

The Courtyard is a very social area and we ask that you be aware of the following:

  1. The Courtyard is open from 7.00am to 6.30pm
  2. There is no-smoking in the courtyard.
  3. There should be no conversations about illicit/illegal drugs, drug paraphernalia or drug stories either inthe courtyard. Often people are admitted because they have a drug problem and part of what we aim to do is to provide a therapeutic environment where residents or patients can have conversations about other things than drug use. These simple conversations often need to be re-learnt

4. Similarly, discussions about what prescription medications you are on are not encouraged. People are on many different medications for many different reasons and it causes unhelpful complications if you decide that what another resident or patient is prescribed may suit you. Any issues regarding medication should always be discussed with your Consultant Psychiatrist

5. Swearing can be offensive to some people so please be aware of this issue when talking with others

6. Please tidy up after yourself. Do not expect other people to clean up what you have used yourself. If you fail to do so, this may be taken up with you by a member of staff

7. Relationships between residents/patients is not allowed. We understand that people can become close during admission but please remember that you are here to work on your own issues. If you become too close to others then their issues can cloud your own. Be very mindful of this.

8. Business transactions between residents/patients are not allowed for the same reasons.

Residents are responsible for maintaining a personal dress standard that is in keeping with the total therapeutic community and is not distracting or offensive to others. Dress should be comfortable, casual and in good taste.

To maintain a therapeutic environment and to avoid distractions a resident/patient may be asked to change by the staff if attire is questionable. Residents are discouraged from attending the Dining Room in night attire. The following rules must be adhered to:

  • No revealing tops (e.g. singlets) or bottoms (e.g. short skirts, hot pants etc)
  • No clothing with inappropriate wording or pictures & no provocative language
  • Proper undergarments must be worn by both men and women
  • Footwear must be worn at all times unless in your room
  • Appropriate outdoor attire must be worn when outside
  • Hoodies are not to be worn at group

Interpreting Services

Interpreting services can be arranged for residents and family members if required. Nursing staff will be able to assist you with this.

Television

All rooms are provided with a television. Larger televisions and DVD players are also available in the patient lounges for communal use.

Mail

Your personal mail will be delivered promptly to you and the reception staff will arrange postage of letters, cards etc.

Faxes
Residents who wish to forward or receive faxes should contact Reception (9) during office hours, and nursing staff after hours. A small fee may be charged for sending faxes.


Mobile phones
These are for personal use only and the use of mobiles must not be a disturbance to other residents. Audio and/or visual recordings using mobile phones or other technology are prohibited for reasons of patient and staff privacy.

Some residents will be required to hand in their mobile phone for some or all of the admission.

Telephones

All our residents have a telephone by their bed. Local calls are free of charge. You need to dial (0) for an outside line before dialing the number.


As a healthcare facility, we endorse a smoke free environment. Therefore, Hospital policy prohibits smoking within the hospital buildings and front entrance area. Patients wishing to smoke will need to refer to the smoking times published within the unit and ensure appropriate leave has been granting by their psychiatrist.

On admission, the Group Therapy Program will be explained to you. A copy of the Program is also displayed near the Nurses’ Station. The Program is conducted by our fully qualified and experienced multi-disciplinary staff and is structured to assist you with your needs.

As part of your treatment full attendance at the Program is mandatory. Patients may only be excused from group participation following consultation with their treating consultant psychiatrist. This must be documented in the medical notes. The daily program is listed on the whiteboard or noticeboard opposite the servery. Residents should check this board each morning for the day’s activities.

Group Attendance

Group therapy attendance and participation is an important part of treatment. All residents are expected to attend the relevant group program as determined by their Psychiatrist and the Allied Health Team.

Please inform the group facilitator prior to the group commencing if you need to leave the group early for other appointments.

Please be aware that no mobile phones are allowed in groups

Group Guidelines

The Group Guidelines are necessary for the smooth functioning of group therapy. The guidelines will be regularly discussed in groups. Please do not hesitate to have any of the guidelines clarified by the group facilitator.

It is important that all personal issues discussed in group are not discussed outside of the group. For group therapy to be effective it is important that all group members feel comfortable and supported when sharing in confidence. The general rule for group is: ‘whom you see here, what you hear here, stays here.’

Confidentiality

Confidentiality will be respected at all times by the group facilitator, however information discussed in group will have a bearing on the person’s recovery process and may need to be discussed with appropriate members of the clinical team. If you have any queries please discuss this with the group facilitator.

Punctuality

It is extremely disruptive to the group process if members arrive late to group. Part of a person’s program may include planning, time management and being considerate to others. Aim on being 5 minutes early to group so that you can mentally prepare yourself for the group session. If you are late for a group you may be refused entry.

We aim to get you home safe and well and this requires good discharge planning which should start early in your admission. This is a planned process and enables you to think ahead about the support you might need.

Nursing staff will assist in arranging appointments in relation to your care during your stay and on discharge. It is your responsibility to keep these appointments and to notify the appropriate Health Care professional if you are unable to attend. Where possible please ensure that these appointments do not coincide with group therapy programs at the Clinic.

Discharge time is usually between 10am and 11am

Please make arrangements with your family or carer to take you home during this time. Should you require a taxi please ask at Reception. Check as you leave that you have collected all your possessions including: personal belongings, medications, x-rays, referrals, electrical appliances and valuables.

If you experience any problems upon your return home, please contact your treating psychiatrist, your GP or the nearest Accident & Emergency department. For general enquiries contact the Windsor Road Clinic nursing staff.

Is attendance at group required?

Yes, group attendance is mandatory, your psychiatrist will discuss with you, your expected participation in the treatment program.

How often will I see my psychiatrist?

Between 2-3 times per week.

Do I have to take my medications?

It is important that you follow your psychiatrist’s advice regarding the medication treatment. If you experience side effects and / or have objections regarding your medication please discuss with your psychiatrist as soon as possible.

Why do I have to wear day clothes?

As part of your treatment you will be encouraged to undertake your daily activities as a person in the community would. Unless there is a valid reason we do not encourage patients leaving their bedrooms wearing night clothes during the day time. Having good habits, developing a good routine and structure are essential components of your wellbeing.

Can I consume alcohol or illicit substances whilst I am an inpatient?

NO. According to The Hills Private Hospital policy we have no option, but to organise your discharge from the hospital immediately.

Why will staff check my belongings from time to time?

We take our duty of care to you, as well as other residents very seriously. To ensure your safety and the safety of others including staff and fellow patients it is our responsibility to ensure that no contraband items, including weapons are brought onto the ward.

Who do I tell if I am feeling distressed or unsafe?

The Registered Nurse or allied health professional that are available and working on the floor at the time.

How do I attend the day centre program after discharge?

Please ensure your treating psychiatrist refers you to the program. We encourage our patients to take part in group therapy after discharge.

Can I drive as an inpatient?

No. It is against the hospital policy to handle any form of vehicle/machinery whilst you are an inpatient. Parking of cars onsite whilst an inpatient is prohibited.

What do I do if I have a concerns or complaints?

Please approach the nurse in charge of the shift and speak to him/her. You may also wish to raise your concerns in writing. Any complaints are forwarded to the department manager or the hospital's Quality Manager.

Please Note:- It is not appropriate to raise these during group time.

Can I see my regular treating psychiatrist / allied health professional whilst I am an inpatient?

Your treating psychiatrist at the Windsor Road Clinic will take over your care during your inpatient stay. Unless authorised by your treating psychiatrist at Windsor Road Clinic. We do not encourage you to continue seeing your regular psychiatrist.

Our Assistance

... ... ... ... ...