Your care in hospital
We are committed to working with you and your family to develop the right plan for your care. We want you to feel comfortable and cared for during your stay with us. It is your right as a patient to take part in all decisions about your care.
We welcome your involvement by:
- asking questions about anything you don’t understand
- letting us know what is important to you in your care
- giving us feedback on how we can provide better care for you. All staff are part of your care team and are here to help.
If you are of Aboriginal and/or Torres Strait Islander descent we have indigenous officers to support you and your family.
Help us to help you
Be involved in your care and recovery during your stay.
Be involved and know about your care by asking staff:
- Why am I in hospital? You and your doctor should agree on exactly what will happen to you while you are in hospital.
- How should I expect to feel after a treatment or procedure? Your doctor will tell you what is involved in your treatment or procedure, what to expect and how long it will last.
- Who will be taking care of me? You have a right to see the identification badge of any staff member and student attending to you.
- When will I go home? Before you leave hospital, ask staff to explain the treatment plan you will use at home. Let staff know your treatment goals, preferences and needs.
Talking to your healthcare team ensures you and your family are taking part in all decisions about your treatment.
- Ask for more information. It can help to write down questions to ask staff.
- Voice concerns about your care – no matter how small. Don’t hesitate to point out something that seems wrong.
- Tell staff of any special care needs, allergies or disabilities you have.
- If you don’t understand speak to the:
- Nurse or doctor caring for you.
- Nurse in charge of the shift.
- If you still have concerns, ask to speak to staff from the liaison team on (07) 3883 7618.
- Ask for an interpreter if you need help to communicate your needs.
- Ask a trusted family member or friend to be with you for extra support or advice. They can help process information and speak up if you don’t understand.
- Let your family know your wishes if you’re unable to make decisions about your health. Make sure your family member or friend knows how you feel about resuscitation and life support. There are resources available to help you create an Advanced Care Plan:
Your identity is important at hospital.
You will be given an wrist band to wear to help staff identify you. Before any treatment, your identification band will be checked and your name and date of birth will be confirmed. This is to make sure you’re the right person receiving the right treatment.
Tell staff immediately if your band is damaged or falls off. Please let staff know if you think they have confused you with another person.
It is important you understand and ask questions about your treatment before you give permission to continue. Agreeing to a procedure or treatment is called ‘consent’. If you change your mind, you can withdraw your consent at any time.
If you cannot make decisions about your treatment due to serious illness, a Power of Attorney enables you to appoint someone to provide consent on your behalf. Please include the contact details of those with Power of Attorney (including a copy of the relevant Power of Attorney documentation) at your first hospital appointment.
In the case of an emergency, every effort will be made to contact your next-of-kin, guardian, or the person with Power of Attorney. Minors require consent from a parent, guardian, nominated next-of-kin or significant adult.
Clean hands help prevent infection.
To reduce the risk and spread of infections, we ask you, your visitors and staff to keep their hands clean. You can also remind healthcare workers who have direct contact with you to wash their hands.
It is okay to use the hand gel or the basins to clean hands. Please ask your family and friends not to visit if they are sick. Find out how you can protect yourself and your loved ones by hand washing for hygiene.
Keep track of all the medicines you are taking.
- Tell us what medications you usually take. Sometimes mixing medications can be dangerous. Staff need to know what medicines you take at home to make the right decisions about your health. Bring to hospital a list of medicines you are currently taking that includes all over-the-counter medications, home remedies, and herbal medications including tea, vitamins and weight gain or loss products such as shakes, pills or bars.
- Let us know of any allergies and type of reaction or side affects you have.
- Ask about the reason for all of your medications and potential side effects. Read information given about your medication and how/when to take them.
- Ask about medicines when leaving hospital. You or your carer should be given an up-to-date medicine list when you are discharged from hospital.
- If a tablet looks unfamiliar to you, don’t take it unless you know what it is.
Here is more information to avoid mistakes that can happen with your medicine.
- Eat well
- Move regularly to help circulation
- Stay engaged in things that interest you
If you, your family or carer are alarmed that your condition is worsening and your concerns are not being heard, there is an avenue for you to seek further help.
Follow the below steps to get the help you need.
Step 1
Talk to a nurse or doctor about your concerns.
Step 2
Talk to a nurse in charge of the shift.
Step 3
Request a ‘Ryan’s Rule’ Clinical Review by calling 13 HEALTH (13 43 25 84) or ask a nurse and they will call on your behalf. You will be asked for the following information:
- hospital name
- patient’s name
- ward, bed number (if known)
- contact phone number
You will be transferred through to a senior staff member who will arrange an urgent clinical review.
Ryan’s Rule is not for reporting general complaints. For complaints, contact the Consumer Liaison Service via email or phone:
Phone: (07) 3883 7618
Email: CAB_CLO@health.qld.gov.au
