General Patient/ Visitor Information

It is our policy to promptly address any concerns or problems you may have during your stay. If you are unhappy about any aspect of your stay, we strongly encourage you to discuss the matter with the ward’s Nursing/Midwifery Unit Manager. Any complaints or comments you make will be treated confidentially and will not change in any way the care that is given to you now, or in the future.  

You may also like to contact the hospital’s Clinical Practice Improvement Unit by phoning the Complaints Officer on (02) 9382 6822 between 8.00am and 4.30pm, Monday to Friday, or by emailing SESLHD-RHWfeedback@health.nsw.gov.au. There is also an opportunity to tell your story by accessing ‘Patient Opinion’ on the hospital website. All matters will be held in the strictest confidence.  

What is REACH?

We know you know yourself or the person you care for best.

REACH is an easy-to-use system to raise concerns if you notice a worrying change in your condition or that of your loved one.

Who can use REACH?

REACH can be used by patients currently admitted to our hospital and, by their family members or carers.

How does it work?

You may RECOGNISE a worrying change in your condition or that of your loved one.

We encourage you to ENGAGE with your nurse or doctor and tell them your concerns.

If you remain concerned or if the condition is getting worse, then ACT.

Ask to speak to the Nurse/Midwife in Charge and request a medical assessment called a "Clinical Review".

This should occur within 30 minutes.

If you are still worried make a REACH CALL.

The REACH phone number is displayed at the bedside: Ext 2222.

You can use the bedside phone or ask for a ward phone.

Your call will be answered by a senior staff member then HELP will be on its way.

Making the call

Tell the operator:

• Who you are – a patient, family member or carer.
• That you need a REACH call.
• The name of the ward.
• The bed number you, or the person you care for, is in.

Will I offend staff if I make a REACH call?

No. We want patients, family members and carers to be involved and help us create the best experience for you or the person you care for during your hospital stay.

In the event of an emergency, such as a fire or explosion, please follow the procedures below:  

• Do not panic; our staff are trained to deal with emergency situations.  
• Contact a staff member on the ward.  
• If it is safe to do so, return to your room and stay beside your bed.  
• Do not gather your personal belongings.  
• Do not use the lifts.  
• Wait for instructions from our staff and follow their requests in an orderly fashion, carefully and promptly.  

Surgical site infections are a major source of postoperative illness. Showers are found to reduce skin bacteria. Two showers are advised, one the night before surgery and the second, preferably within two hours of the procedure. Use clean towels and clothes after each shower.  

Handwashing/hand hygiene is the single most important measure in preventing and controlling infections.  

Remember to wash your hands often and you have the right to ask health care workers to perform hand hygiene before and after they attend to you.  

 We will keep a confidential record of your condition and treatment. To access your medical records, simply phone the Randwick Campus Medical Records staff on (02) 9382 6550. A small administration fee will be charged.  

A My Health Record has been created for every person with a Medicare or Department of Veterans’ Affairs card, unless you have chosen not to have one. Legislation has been passed where Australians can opt in or opt out of My Health Record at any time in their life.

Having a My Health Record means important health information – including allergies, medical conditions and treatments, medicine details and scan reports – can be accessed through one system. For more information, click here.

Your doctor will order any medication you will need during your stay at The Royal and this is provided by the hospital. The medication will be given to you and monitored by our staff. Please advise our staff of any medication you have taken at the time of your admission.  

When you leave the hospital your doctor will write a prescription for any additional medication. You may visit the chemist on the campus or one closer to your home.  

Our hospital has a campus security service that operates 24 hours a day. Officers regularly patrol all buildings and hospital grounds. A security officer will investigate any security breach, reports of theft, fire, or triggered duress alarms.  

Campus Security Services will contact the appropriate external support, such as the police, where necessary. 

Please note that the hospital does not accept any responsibility for the theft or damage of personal property. 

All staff are required to wear photographic identity badges, which include their name, photograph and job title. Do not hesitate to ask the identity of anyone not wearing a badge. If a person without an identity badge approaches you and you are concerned, please alert a member of the staff. 

In accordance with health regulations and for the comfort and health of babies, patients, staff and visitors, smoking is not permitted on the hospital grounds, walkways, entrances and car parks. You must leave the hospital campus to smoke or use the designated smoking areas. 

Our hospital cares about the privacy of the women we care for, and we also care about the privacy of your family, other patients and our staff. Feeling comfortable and respected is important for everyone.

Our staff can help you capture the special first moments with your babies, in a way that is appropriate, safe and respectful.

Please ask a staff member if you are uncertain when it is appropriate to take a photo, film or record – we are here to help and answer your questions.

Personal use

Women, their families and friends are welcome to photograph, film or record at the hospital for personal use but there may be times when taking photographs, filming or recording is not appropriate so we may ask you to stop. This is so we can provide women and babies the best possible care and support.

If you want to photograph, film or record, we need to get approval from our staff members, and other patients or visitors if they can be seen or heard in your photos, videos or recordings (this includes streaming or broadcasting on applications such as Skype or Facetime).

This means they need to fill out a written consent form that includes their signature and the date. We do this to protect the privacy of everyone in the hospital, and to align with NSW Health Policies and processes that are also there to protect everyone.

All our staff have the right to say no to being photographed, filmed or recorded and we may ask you to stop if they have not given permission or it is not safe to be photographing, filming or recording. These rules apply to any clinical care you receive. not just at the time of your baby's birth.

Social Media

No photographs, video footage or recordings taken during your stay at the hospital can be posted/published online or on any form of social media without permission (including but not limited to YouTube, LinkedIn, Facebook, Instagram, X, TikTok, Snapchat, personal blogs).

You cannot post/publish:

• other patients or staff who have not consented or agreed to be included
• names of staff, including their identification badges
• any visible patient information, for example a health chart or notes on a computer screen
• photography, filming or recording of consultations.

You must receive written consent from anyone in your photos, video footage or recordings before you post any images on online or on social media.

Non-personal use

We know that you may want to bring a professional photographer to your birth. Please discuss this with our staff prior to your birth so we can help with your request.

Any professional photography, video footage or recordings used for non-personal use, commercial use or for financial gain requires written consent from anyone that can be seen in your photos, video footage or recordings. This includes content posted/published on social media for financial gain.

If you have any questions about photography, filming or recordings please speak to your Midwife or Community Maternity Midwifery Unit Manager. It is best to start this discussion with staff at one of your antenatal visits, not once labour has begun.