Patient FAQs

Browse our frequently asked questions below.

Access to the Emergency Department is from Myers Street. The entrance to the Emergency Department is directly ahead and you can drop off a patient at the door.

No, you do not need private health insurance.

Private health insurance and Medicare do not cover the out-of-pocket fee.

Our Emergency Department is a private emergency facility and an out-of-pocket fee of $250 applies to most visits. We bill Medicare directly for doctors’ procedures and consultations.

Please note:

  • Private health insurance and Medicare do not cover the out-of-pocket fee.
  • Department of Veterans’ Affairs will cover the Emergency Department fees if you are a gold card holder.
  • We request payment of all costs, including the Medicare portion of your visit prior to leaving. Payment can be made via credit card or EFTPOS.

Fees for services such as x-rays, pathology (blood tests) and walking aids, usually incur additional out-of-pocket costs. The service provider will send you an additional account for these services.

You may be able to claim some fees for diagnostic services (blood tests and x-rays) from Medicare.

On arrival at our Emergency Department, you will see a specialist emergency nurse, called the triage nurse, who will determine the severity of your condition. 

Patient treatment is provided in order of medical priority, not in order of arrival. The most severe and life-threatening cases must and will be seen first. 

Our top doctors and specialists can be found through the find a specialist tool.

General wards:

3.00pm to 8.00pm


3.00pm to 5.00pm and 6.30pm to 8.00pm. 

Patients can have two visitors per day for up to two hours.
Patient and visitor parking is available in our underground car park at $4 per hour. Please visit our getting here and parking page for more information.

We recommend you check with the ward nurse manager before bringing flowers and gifts to your loved ones in hospital.

Flowers cannot be taken to patients in intensive care, critical care and coronary care units as they pose an infection control risk. Potted plants are not allowed in patient rooms.

Your doctor will outline any special instructions you should follow before your surgery, particularly regarding fasting and medications.

You may be asked to fast, which means to abstain from eating and drinking for a set period, before your surgery. This is a precautionary measure.

You should bring the following items with you when you are admitted to hospital. Your doctor will let you know if you need to bring any other items.

  • Your Medicare card and concession cards such as the Safety Net Card and Department of Veterans’ Affairs Card
  • Your health fund details
  • Name and address of your general practitioner
  • Emergency contact details of your next of kin
  • Any x-rays or scans related to your condition
  • Any current medications you are taking, including natural remedies and supplements
  • A list of allergies to food, medications, latex, dyes and dressings
  • Details of your employer and the date, time and place of accident if your surgery or procedure is covered by Workers’ Compensation or the Motor Vehicle Injury Trust
  • Pyjamas or nightgowns, dressing gown and slippers (non-slip sole)
  • Personal toiletries
  • A small amount of money for items such as newspapers and magazines
  • Bring your personal items in a small bag (hand luggage) that can fit into limited storage space provided in patient rooms.

Please do not bring jewellery, valuables or excess cash to hospital. While care is taken with your personal belongings, facilities for safekeeping are limited and we cannot take responsibility for any loss or damage.

Congratulations on your pregnancy. We are dedicated to offering you and your family exceptional care – from pregnancy to birth and into the early parenting of your precious new baby.

If you wish to deliver your baby at one of our hospitals, ask your general practitioner (GP) for a referral to one of our obstetricians. You can search for our obstetricians through find a specialist.

Your obstetrician sets their own charges, please ask your doctor for an estimate of costs involved.

We also recommend you speak to your private health insurance to confirm your eligibility, level of cover and liability for any excesses, co-payments or other out of pocket expenses.

If you do not have health insurance, you will be required to pay the estimated costs of your hospital bed fees and operating theatre fees six weeks’ prior to your delivery date. 

Yes, our maternity services provide a range of parent education, breastfeeding and postnatal classes as well as tours. Please speak to the maternity unit about costs and timings of classes and tours. 

Yes we offer interpreter and translator services. Please speak to our caregivers during your pre-admission appointment regarding your requirements.

When you are admitted to hospital you will be asked if you have any dietary requests or requirements which our catering department will aim to accommodate. Please speak to our caregivers on admission to discuss your specific requirements.
Your doctor will let you know what time you should come to hospital. On arrival you may need to wait in a patient lounge or in your room before having your surgery or procedure. We do everything possible to minimise your waiting times and keep you informed about any unforeseen delays.
Hospital discharge time is at 10am. We aim to help you leave hospital as soon as you are ready so you can return to your daily activities. Please speak to our caregivers on admission or on the ward to find out more.
We have a mixture of single and shared rooms at our facilities. While we make every effort to provide your room preference based on your level of health cover, single rooms cannot be guaranteed and are allocated on clinical need.

Yes, you can access the hospital WiFi if you are a patient or visitor. 

To access the hospital WiFi:

  • Connect to the ‘Guest’ wireless network
  • Enter your details and accept the terms and conditions
  • Click the ‘hotspot’ login.
No. We do not have an ATM at the hospital, however, there are a number of banks and ATMs located in Market Square Shopping Centre (Cnr Malop St and Moorabool St) approximately 500m away.
Patient pick up and drop off bays are available. Please go to our getting here and parking page for more information.

We ask that you bring only one support person with you to hospital. This person can accompany you while you wait to be admitted and in your room prior to surgery.

While you are undergoing surgery and recovering, your support person is welcome to return home or wait at the hospital. We will contact them when you are ready to be discharged or ready for visitors if you are staying overnight.

Our accounts department is ready to answer any questions you may have about your bill:

Email: [email protected]

Tel: 1300 556 089

Fax: (08) 9261 3498


Before you come to hospital, we recommend you speak to your private health insurance to confirm your eligibility, level of cover and liability for any excesses, co-payments or other out-of-pocket expenses.

It is important to know some services and costs may not be covered by your health insurance, especially if your treatment involves allied health care, such as physiotherapy and pharmacy. 

If you do not have health insurance, you will be required to pay the estimated costs of your hospital bed fees, operating theatre fees and prosthetic fees (if applicable) at the time of admission. 

After you are discharged, you may also receive additional accounts which you will need to pay direct, including:

  • surgeon/ specialist physician
  • anaesthetist
  • pharmacy
  • physiotherapy, occupational therapy and dietary services (please check with your health fund if they provide a rebate)
  • radiology and pathology
  • hire of aids
  • clinical care provided at home.

Once you have received your hospital invoice, you can request to pay your hospital charges in instalments. Please speak to our accounts department to arrange payment.

Email: [email protected]

Tel: 1300 556 089

Fax: (08) 9261 3498

Please call our hospital admissions to discuss your options if you can’t afford to pay your health insurance excess or the hospital estimated charges upfront.

You are usually admitted to hospital on the day of your procedure. This ensures you can remain in your own home and attend to your daily activities as normal.

It also ensures we can direct our care to those who are sick and recovering in hospital after a surgery or procedure.

If clinically necessary, your doctor may request you to be admitted before your surgery or procedure so we can monitor you and complete regular observations such as blood pressure, oxygen levels and temperature.

Yes, in some circumstances you may be able to accompany a patient or stay overnight (board) with a patient, subject to their consent.

A boarder may receive overnight accommodation and/or food from the hospital. There is a fee for all hospital boarders to cover the costs of overnight accommodation, bed linen and meals provided by the hospital.

Boarders are permitted at the hospital’s discretion and it may be necessary to restrict the number of boarders in a ward at any time for health and safety reasons.

Please speak to the hospital admissions department for more information and to find out if you can stay as a boarder.

No, we welcome people from all cultural, religious and social backgrounds. Our focus is on providing high quality care in a welcoming environment for all.

An admission form outlines important information about you and your surgery and helps us prepare for your admission to hospital.

It also includes your consent to your procedure or surgery and must be signed by you or your guardian.

Forms need to be completed before you come to hospital.

If you cannot return the form within 24 hours, please contact our admissions department.

We manage all personal information in accordance with the Privacy Act 1988 (Commonwealth) and all relevant State legislation.

If you wish to access your personal information, contact the privacy officer or health information manager at the relevant hospital or service. We do not charge an application fee, but you may be charged administration, photocopying or counter fees.