Patient General Information

DURING YOUR STAY

Our aim is to make your stay and experience with us as comfortable and pleasant as possible.
Pre Admission
After you have seen the doctor at Ballarat Specialist Skin Cancer Centre and have been advised that you require surgery, you maybe contacted by admission staff to make your surgical appointment, collect health insurance details, advise your eligibility and out of pocket expenses, and confirm booking details.  Once your admission papers have been completed, a member of nursing staff may also contact you to follow-up any matters that may require clarification in relation to your stay.
If you are unable to sit in a chair for any length of time or have any special needs, please inform the administrative staff during your pre – admission phone call, so alternative arrangements can be made when you arrive at the centre.

On Admission
Please arrive at least 15 minutes prior to your scheduled surgery.  On arrival, please report to the front Reception Desk to commence your admission paperwork.  Any incomplete paper work and claim forms will be finalised at this time.
The nurse will meet you at Reception and take you through to the admissions area, where your medical history will be checked and your clinical admission completed.  If required, you will be asked to change into a gown in preparation for your procedure.  You will be escorted to theatre by the theatre nursing staff.
There are chairs, tables, newspapers, magazines and patient information available in the Ballarat Surgicentre Waiting Room and nursing staff will keep you informed of any progress or changes to your treatment plan.

Recovery
After your surgery, you will be walked to the recovery room by the theatre nurse and offered refreshments.  You can relax in our comfortable chairs until the nursing and medical staff are satisfied with your recovery from the surgical procedure performed.  This time may vary depending on the surgery performed.  Your escort will be contacted to advise when you are ready for discharge.  Your discharge and wound care instructions are discussed with you and your carer before you leave.

Patient Recommendations- Complaints Process

We recognize the customer right to make a complaint and welcome the opportunity to improve standards by actively identifying areas of concern in current performance. Should you wish to lodge a complaint or discuss recommendations, please contact the complaints officer:

Ms Maria Souflas

Complaints Manager

Email: ceo@ballaratsurgicentre.com.au

Phone: 03 5303 0190

 

If you are still not satisfied, please contact the:

Health Services Commissioner

Complaints and Information

Phone: 1300 582 113

Fax: (03) 9032 3111

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