WELCOME Patient & Family Information Booklet - Partner with Us in your Care - Hermitage Medical Clinic
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Partner with Us in your Care
WELCOME
Patient & Family
Information Booklet
1
CONTENTS
Welcome to the Hermitage Medical Clinic 1
Mission Statement 1
Preparing for your stay 3
Admissions
What You Should Bring
Personal Property
Fasting
Caregiver Identifier 6
Your Rights 9
Patient Charter
Consent
Second Opinion
Financial Information 13
Health Insurance Details
For Your Safety 19
Culture of Safety
Fire Safety
Infection Control/Hand Hygiene
Medications
Allergies and Sensitivities
Falls Prevention -
Advice for Patients
Pain Management
National EWS
Partner with us in your care 24
Other Information 27
Catering
Public Telephones
Postage of Letters
Policy on Mobile Phones
Religious
Smoking Policy
Parking
Public Transport
Discharge 30
Discharge Date and Time
Convalescence
Discharge Planning
Patient Feedback 35
Patient Feedback
Complaints
Comment Card
WELCOME
TO THE
HERMITAGE
MEDICAL CLINIC
Thank you for choosing the Hermitage Medical Clinic to take
care of your outpatient and/or inpatient healthcare needs. All
our medical, nursing, administrative, catering and support staff
will strive to make your stay with us as comfortable as possible.
It is important to us that you understand all aspects of your care
so please feel free to ask any questions you may have about
your treatment or diagnosis. Our clinical staff are always happy
to answer any questions you may have.
Please take time to read this booklet which provides information
about your stay and details of the services and facilities provided
within the Hospital.
With my very best wishes
Sincerely
Eamonn Fitzgerald
Chief Executive
MISSION STATEMENT
Our mission is to provide excellence in care to all patients. The
philosophy of the Hermitage Medical Clinic is one of service and
an acknowledgement of the holistic needs of patients not just
from a clinical perspective for their presenting illness but also
from a psychological, emotional and spiritual perspective also.
The values that underpin our mission and philosophy include
dignity, compassion, advocacy, quality and respect.
There is a strong ethos of teamwork and the patient is at the
forefront of everything that we do and strive for at the Hermitage
Medical Clinic.
1
www.hermitageclinic.ie
2
PREPARING FOR YOUR STAY
PREPARING FOR
YOUR STAY
• What You Should Bring
• Personal Property
• Fasting
3
ADMISSIONS
On arrival please go to Reception, in the main atrium, and you will be directed to
the appropriate area for registration. Here you will be asked to verify some personal
details and your health insurance information (if applicable). Please bring any referral
letters, x-rays or CD’s as provided by your Consultant or GP. When appropriate, if a
child is being admitted, it is necessary for a parent or guardian to stay with them
until discharge.
WHAT YOU SHOULD BRING WITH YOU TO HOSPITAL
You should bring (tick as you pack them):
Medical information and / or X-rays (if applicable)
A list of your current medications
Night wear
Dressing gown
Sturdy Slippers
Toiletries, including toothbrush and toothpaste
Comb / hair brush
Razor (if applicable)
Spectacles, contact lenses, hearing aid and dentures Try, where possible, to
keep these in their protective containers when not in use to ensure that
they do not become mislaid.
Children are encouraged to bring one or two favourite toys, books or games.
4
It is advisable that all valuables, jewellery and excess clothing be left at home.
Please do not bring too much personal clothing as space is
limited. As the Hospital is unable to provide a personal laundry service, please make
suitable arrangements with your relatives or friends.
The hospital does not accept responsibility for lost items.
FASTING
Your Consultant will tell you if it is necessary for you to fast prior to your admission.
If you are unsure of the details please check with your Consultant.
5
www.hermitageclinic.ie
6
CAREGIVER IDENTIFIER
CAREGIVER
IDENTIFIER
7
CAREGIVER IDENTIFIER
At Hermitage Medical Clinic, we have a highly trained staff of health care professionals
working together to provide you quality care. Staff will wear a name badge and will
introduce themselves to you when they attend to you. Below is a guide to help you
clearly identify staff members by uniform that you may see throughout your stay.
CLINICAL STAFF
Clinical Nurse Manager I & II
& Radiology Services Manager & Deputy
Navy
Clinical Nurse Specialist
Navy with turquoise trim around sleeve and pocket
Registered Staff Nurse
White with navy and white piping on sleeves
Health Care Assistant
Blue & White striped
Catering
Purple Striped
Housekeeping Staff
Pink
Don’t hesitate to ask people
to identify themselves and
what they do.
8YOUR RIGHTS
YOUR RIGHTS
• Patient Charter
• Consent
• Second Opinion
• Comments/Feedback
9PATIENT CHARTER
The Hermitage Medical Clinic provides care that
is respectful of the patient’s personal values
and beliefs and responds to requests related to
spiritual and religious beliefs. The patient’s right to
privacy and confidentiality of care and information
are respected; the HMC takes measures to protect
patient’s possessions from theft or loss. In the HMC
patients are protected from physical assault and
populations at risk are identified and protected
from additional vulnerabilities.
You need to understand
This philosophy of care is reflected in our Patient your care plan. Don’t hesitate
Charter displayed throughout the hospital and the to ask questions as many times
as you need to.
next page of this booklet.
We are committed to providing a caring
environment and the best in medical expertise for
our patients. In recognition of this commitment
we will strive to deliver high quality cost effective
healthcare in the communities we serve. We treat
all those we serve with compassion and kindness
and we aim to provide a high standard of
specialist care based on best clinical practice.
10What you can expect
Our services are organised in an appropriate & timely manner to ensure equity of access & clinical
needs.
We treat people with dignity, respect and compassion. We respect diversity of culture, beliefs & values
in line with clinical decision making.
We provide services with competence, skill and care in a safe environment,
delivered by trusted professionals.
We listen carefully & communicate openly and honestly & provide clear, comprehensive and under-
standable health information & advice.
We will provide clear and concise information and explain your plan of care. Should you require a sec-
ond opinion we will assist you to avail of this. Should you wish to decline or discontinue treatment your
Consultant will advise you of the risks, consequences and responsibilities.
We will do our best to ensure that you have privacy when you use our hospital services. We maintain
strict confidentiality of personal information
Our services promote health, prevent disease and support and empower those with chronic conditions
to selfmanage their condition.
We welcome your feedback about care and services, we will investigate your complaints and work to
address your concerns.
What you can do to help
Keep appointments & let us know if you cannot attend, let us know if you have any special
needs such as alternative methods of communication.
Treat staff and other patients with dignity, respect and consideration.
Support us to deliver safe and effective services, e.g. if you think that a member of a health-
care team has forgotten to wash their hands, give them a gentle reminder.
Help us to promote clear communication & information, if there is something that you do
not understand, let us know & we will explain better.
Ask questions and become more actively involved in decision making about your care.
Support hospital services to safeguard patient confidentiality and privacy
Learn more about what you can do to improve your health, ask your healthcare provider
for information about healthy living and about what support services are available in your
community, ask your healthcare professional to help you to set goals for improving your
health
Your feedback matters - tell us about your experience so that we can have your concerns
addressed. Please complete the patient satisfaction form.
VISITING ARRANGEMENTS
The hospital allows visiting arrangements to be flexible, consistent with the nature
of the patient’s illness and the needs of other patients.
11CONSENT
On admission to the Hermitage Medical Clinic you will be asked to give general consent
by reading and signing an Admission Consent Form. This means you are giving consent for:
n All routine diagnostic tests and procedures, including but not limited to, diagnostic
noninterventional radiology imaging studies (for example; x-rays, barium enemas,
CT scans and ultrasound), diagnostic blood work, feeding tubes and intravenous
tubes, and the administration and/or injection of pharmaceutical products and
medication. I acknowledge the fact that the Hermitage Medical Clinic has the
authority to dispose of or use tissue / specimens taken for laboratory pathology
examination for teaching and research purposes.
n Disclosing all or part of the patient’s record to the following: third parties for the
purposes of audit or accreditation activity, any entity which is or may be liable for all
or part of the Hermitage Medical Clinic or doctors charges, including but not limited
to hospital or medical services companies, insurance companies, billing consultants,
welfare funds or the patient’s employer; and others entitled to access by law or contract.
n Other health care personnel in training, who, unless requested otherwise, may
participate in the patients’ care as part of their education.
n Undertaking to pay any account in full due to the Hermitage Medical Clinic on admission.
IF YOU REQUIRE THE FOLLOWING
n Surgery, sedation, anaesthesia, chemotherapy, blood transfusion, interventional
radiology, interventional cardiology and other invasive procedures:
You will be asked to provide specific informed consent for the procedure and complete
the relevant Consent form with your consultant.
As part of the Informed Consent process, your consultant will explain planned
procedures to you, including risks, benefits and alternatives (when available). It is
important that you are satisfied with and understand the information you have been
given. The Hermitage Medical Clinic encourages all patients to actively participate in
their care plan and to ask any questions you may have regarding the risks and benefits
of the proposed treatment and any alternative treatments that are available. You should
be confident that you have all the information required to make an informed decision
regarding treatment. If you require additional information please do not hesitate to ask
your consultant, prior to providing consent, or speak to your nurse who can assist in
contacting your consultant.
SECOND OPINION
We encourage you to ask questions and seek clarity on your care. Should you require a
second opinion we will assist you to avail of this.
COMMENTS & FEEDBACK
We welcome comments or suggestions that may help maintain or improve our
standards. Management guarantees that all complaints will be treated confidentially
and will be processed in a timely and efficient manner, in accordance with the
Compliments/Complaints policy. Complaints can also be made directly to Joint
Commission International (JCI) by email jciquality@jcrinc.com or by post:
Quality and Safety Monitoring Joint Commission International Accreditation1515
West 22nd Street, Suite 1300WOak Brook, IL 60523 USA
12FINANCIAL INFORMATION
FINANCIAL INFORMATION
Health Insurance Details
13HEALTH INSURANCE DETAILS
Before admission please check with your Insurance Company that your policy
covers you for accommodation and treatments that you require and if a policy
excess is payable
Patients are liable at the time of admission for any charges not covered by their
Insurance Company. Insurance Company excesses and patient shortfalls must be
paid on the day of admission. You may settle your account by cash, personal cheque
or the following credit / debit cards: Visa / Mastercard and Debit card. Where relevant,
Insurance Company claim forms must be completed and signed on admission by
each of the policy holders.
1. Inpatient Services:
1.1 VHI, Laya Healthcare, Irish Life Health and GloHealth Insurance Companies.
The hospital operates a direct settlement system with VHI, Laya Healthcare, Irish
Life Health Health and GloHealth for in-patient activity. It is important to note that
some private healthcare insurance plans have Excess Conditions which may require
a supplementary excess payment by the subscriber which is payable at the time of
your admission. This information or amounts due can be obtained from the relevant
insurance companies and Patient Accounts Department. On admission please bring
details of your insurance cover which should include your current membership
number and insurance plan along with any supplementary excess payment if
applicable.
1.2 ESB Medical Provident Fund, Garda Medical Aid, Prison Officers Medical Aid
and the Defence Forces.
The Hermitage Medical Clinic operates a direct settlement system with these
organisations. The Patient Accounts Department at the Hermitage Medical Clinic will
send the hospital invoice to ESB Medical Provident Fund, Garda Medical Aid, Prison
Officers Medical Aid and Defence Forces. Please note that for the Prison Officers
Medical Aid the policyholder must fully complete and sign the insurance form before
admission.
It is imperative that patients contact their Insurers prior to admission to the Hermitage
Medical Clinic, to clarify their coverage. On admission please bring details of your
insurance cover which should include your membership number and insurance plan
along with any supplementary excess payment if applicable.
2. Non-insured Patients
Non-Insured Patients are required to pay for treatment in full on the day of
admission. Please contact the Patient Accounts Department at (01) 6459802 /
9487 or insurance@hermitageclinic.ie for an estimate of your treatment cost prior
to admission. The estimate will cover hospital costs only. Professional fees for
Consultant Medical Staff are not included in the cost quoted by the Hospital and will
be issued to you separately by your Consultant.
143. Outpatient Services
Payment is due on the day the service is provided.
4. MRI, CT & PET / CT Scans
MRI Scans (Outpatients)
Insurance Companies Direct Payment
Settlement Due *
VHI** 3 (Consultant Referred) 3 (GP Referred)
Irish Life Health 3
Laya Healthcare 3
GloHealth 3
ESB 3
Garda Medical*** 3 (Oncology Only) 3
Defence Forces **** 3 (Sanction Letter)
Prison Officers Medical Aid 3
* Payment due at time of scan (claim under your outpatient scheme)
** Please note that MRI scans must be consultant referred with VHI cover to benefit from direct settlement.
***MRI scans covered for Oncology patients only
****A Sanction Letter must be obtained before direct settlement is agreed
Cardiac MRI (Outpatients)
Insurance Companies Direct Payment
Settlement Due *
VHI** 3 (Consultant Referred) 3 (GP Referred)
Irish Life Health 3 (Pre-Approval)
Laya Healthcare 3
GloHealth 3 (Pre-Approval)
ESB** 3 (Consultant Referred)
Garda Medical 3 (Pre-Approval)
Defence Forces *** 3 (Sanction Letter)
Prison Officers Medical Aid 3
* Payment due at time of scan (claim under your outpatient scheme)
** Please note that Cardiac MRI’s must be Consultant referred with VHI and ESB cover to benefit from
direct settlement
*** A Sanction letter must be obtained before direct settlement is agreed.
15CT Scans (Outpatients)
Insurance Companies Direct Payment
Settlement Due *
VHI** 3 (Oncology Only) 3
Irish Life Health 3
Laya Healthcare 3
GloHealth 3
ESB 3
Garda Medical 3 (Oncology Only) 3
Defence Forces *** 3 (Sanction Letter)
Prison Officers Medical Aid 3
* Payment Due at Time of Scan (claim under your outpatient Scheme) CT Cardiac not covered
** CT scans covered for Oncology patients only
*** A sanction letter must be obtained before direct settlement is agreed
Cardiac CT (Outpatients)
Insurance Companies Direct Payment
Settlement Due *
VHI 3
Irish Life Health 3 (Pre Approval)
Laya Healthcare 3
GloHealth 3 (Pre Approval)
ESB 3 (Consultant Referral)
Garda Medical 3
Defence Forces ** 3 (Sanction Letter)
Prison Officers Medical Aid 3
* Payment Due at Time of Scan (claim under your outpatient Scheme)
** A Sanction Letter must be obtained before direct settlement is agreed
PET / CT (Outpatients)
Insurance Companies Direct Payment
Settlement Due *
VHI 3 (Pre Approval)
Irish Life Health 3 (Pre Approval)
Laya Healthcare 3
GloHealth 3 (Pre Approval)
ESB 3 (Pre Approval)
Garda Medical 3 (Pre Approval)
Defence Forces ** 3 (Sanction Letter)
Prison Officers Medical Aid 3 (Pre Approval)
* Payment due at time of scan (claim under your outpatient scheme)
** A Sanction Letter must be obtained before direct settlement is agreed
Please note that pre-approval if required by your insurance company is compulsory prior to booking for
all PET / CTs. If pre-approval is not obtained at the time of scan, the patient must settle their account at
the time of scan.
16MRI Scans (Inpatients)
Insurance Companies Direct Payment
Settlement Due
VHI 3
Irish Life Health 3
Laya Healthcare 3
GloHealth 3
ESB 3
Garda Medical 3
Defence Forces 3
Prison Officers Medical Aid 3
CT Scans (Inpatients)
Insurance Companies Direct Payment
Settlement Due
VHI 3
Irish Life Health 3
Laya Healthcare 3
GloHealth 3
ESB 3
Garda Medical 3
Defence Forces 3
Prison Officers Medical Aid 3
PET / CT (Inpatients)
Insurance Companies Direct Payment
Settlement Due
VHI 3 (Pre Approval)
Irish Life Health 3 (Pre Approval)
Laya Healthcare 3
GloHealth 3 (Pre Approval)
ESB 3 (Pre Approval)
Garda Medical 3 (Pre Approval)
Defence Forces 3 (Sanction Letter)
Prison Officers Medical Aid 3 (Pre Approval)
*Please note that pre-approval is compulsory prior to booking for all PET/CTs.
17TAX RELIEF
Certain medical costs are tax deductible. Please refer to www.revenue.ie or contact
your local tax office for more information.
ACCOMMODATION
Please note we will endeavour to provide you with accommodation relevant to your
insurance cover but unfortunately this is not always possible.
18FOR YOUR SAFETY
FOR YOUR SAFETY
• Culture of Safety
• Fire Safety
• Infection Control/ Hand Hygiene
• Medication Safety
• Allergies and Sensitivities
• Falls Prevention - Advice for Patients
• Pain Management
• National EWS
19CULTURE OF SAFETY
At Hermitage Medical Clinic we are committed to a culture
of safety which helps us keep our patients, staff and
visitors safe.
Part of that involves identification. You will notice that you
are being asked to identify yourself when you are being If you leave your room
given medication, undergoing tests or procedures and for anything
even when you are being served your meals. We do this other than a test
for patient safety and to ensure there are no errors in the or procedure,
delivery of your care. please let the
nurse know
We also ask that you speak up if you are concerned about where you will be.
anything or if you notice something differs from your
normal routine.
INFECTION CONTROL / HAND HYGIENE
Hermitage Medical Clinic has policies and procedures in place to manage infection
prevention and control within the Hospital. All our infection control policies and
working principles are based on national and international best practice guidelines.
We regularly conduct clinical audits to ensure the best practice guidelines are being
followed throughout the Hospital. The control of infection is everybody’s business.
Please wash your hands regularly and make optimal use of the hand hygiene units
situated at the entrance to each ward. Patients and their relatives / carers / visitors
are informed that they can ask staff if they have performed hand hygiene before
attending to them and also request staff to practice hand hygiene.
STEPS THAT WE TAKE TO PREVENT INFECTION
WITHIN THE HMC ARE AS FOLLOWS
n Hand hygiene facilities available for all
persons entering and leaving the hospital
n A high standard of environmental cleaning
n Patients with infections will require
isolation (being nursed in a single room) to
prevent infection spreading from person to
person.
n Ongoing education in the prevention and Prevent infection by washing
control of infection is given to doctors, your hands or using hand
nurses and other healthcare professionals sanitizer often. And
by the Infection Control Team don’t hesitate to remind your
n Information leaflets for patients and care team members
visitors are available in the hospital to do the same.
n We screen high risk patients for resistant
organisms that can cause illness
20IN ADDITION VISITORS DO PLAY THEIR PART
AND WE ASK THE FOLLOWING OF THEM
n To avoid close contact if you are sick, have a fever or other symptoms of a
contagious illness for example a cough, runny nose, vomiting, or diarrhoea.
We request that you do not visit the hospital until the symptoms have
subsided for 48 hours. (This includes children)
n Not to sit on beds but to use the chairs provided
n Not to use the patients bathroom facilities, instead to use the public
bathroom facilities on each floor
n To practice good hand hygiene when visiting the hospital
FIRE SAFETY
HMC operates a Fire Safety Management Plan and staff members are trained in
fire safety. Instructions are displayed throughout the Hospital and fire fighting
equipment (fire extinguishers) are located in all Departments. If the Fire alarm
is activated and you are bed bound, do not try to get out of bed, we will request
patients remain in their rooms until instructed by staff. All ambulatory visitors
must leave the building via the nearest marked exit route. Lifts must not be used.
Non ambulatory visitors should make themselves known to a nurse or other staff
member locally.
If you suspect a fire has occurred, please notify a member of staff immediately or
activate the nearest fire alarm break glass unit. In addition the hospital operates
a dedicated 24 hour monitered alarm alert telephone extension number 4444
accessible from all internal telephone extensions.
MEDICATION SAFETY
Please bring all your prescribed medications
in their original containers and a copy of
your current prescription with you. It is
imperative that you tell your nurse or doctor
what medication (even non prescription
medication) you are currently taking. This is Always ask about
to ensure your own safety. Please give all your any medicine you
medication to your admitting nurse for safe don’t recognize
keeping. These will be returned to you on your before you take it.
discharge day. If you are taking any High Tech
Medicines please bring a supply to cover the
duration of your stay in hospital.
21Important Information About Antibiotics
Antibiotics are medicines that treat or prevent infections caused by bacteria and
some other germs. Your Doctor may start you on antibiotics if they believe you have
an infection caused by a bacteria. You may also need an antibiotic to prevent an
infection after you have surgery or if your immune system doesn’t work well.
Some things your Doctor considers before prescribing an antibiotic include:
n the type of infection
n the type of bacteria
n how well your liver and kidneys work
n other medications you are taking
n any antibiotic allergies you may have
n potential side effects
Talk with your health care team to find out why you are receiving antibiotics and
how you should take them.
ALLERGIES AND SENSITIVITIES
If you have any allergy or sensitivity to any type of product such as food, medicine,
contrast dyes, tapes or any other products, please advise your admitting clinician
(doctor or nurse) on initial consultation. Patients will be asked to wear a red allergy
bracelet to highlight their specific allergy.
PAIN MANAGEMENT
Patients admitted to the HMC may experience pain related to their presenting
problem or as a result of surgery/interventions. To make sure you have good
pain relief nursing and medical staff will regularly assess your pain using a pain
assessment tool and discuss management options available to you. We have a more
detailed leaflet which you can avail of by speaking to the nursing or medical staff
that are caring for you or your family.
NATIONAL EARLY WARNING SYSTEM
The HMC uses the National Early Warning system (NEWS) to monitor you while you
are an inpatient in the hospital, the scoring system can assist in decision making in
relation to your care by interpreting and scoring vital signs including your heart rate
, blood pressure and temperature. The scoring system was introduced across the
country in 2013 through the Health Services Executive for the early detection and
escalation of deterioration in patient conditions and as patient safety is central to
the delivery of care within the HMC we can provide you with safe care by use of the
NEWS. If you have any questions or concerns regarding yours or your relatives care
please speak to the nurse or doctor looking after you.
22FALLS PREVENTION -
ADVICE FOR PATIENTS WHILE IN HOSPITAL
We assess all patients for risk of falling in order to implement measures to prevent falls
if possible. It is important that the nursing staff know if you have a history of falls, faints,
trips, slips, dizziness or light– headedness prior to or during your admission time.
For your added safety the nurse may ask you to wear an orange arm band and provide
you with anti-slip socks if he/she deems it appropriate.
n After receiving an anaesthetic, sedation or having a procedure please call for
the nurse the first time you get out of bed and if you feel weak and dizzy.
n Ask the nurse for help going to and from the bathroom. This is very important
if you are unsteady. A nurse call bell is located at the bedside and in the
bathroom is a red cord.
n A member of the nursing staff may stay with you in the bathroom for your safety.
n If you take medication that causes you to go to the bathroom frequently, ask
for nursing assistance when you need to get up. Alternatively, consider using
a bedpan, commode or urinal/urine bottle.
n Make sure that you have any walking aids with you in hospital and that you
have your hearing aid or spectacles to hand if you need them.
n Walkers, crutches and sticks can provide support. Other items do not. Do not
lean on the bedside table, furniture, IV Pole or other items to steady yourself.
n Keep everything you need within easy reach and leave the call bell where you
can reach it.
n Avoid stretching or bending to reach things.
n Wear nonslip well fitting slippers or shoes - preferable footwear with backs
on them, not slip ons.
n Get up from your bed or chair slowly as some treatments and medications
may cause you to feel dizzy or sleepy.
n Tell the member of the nursing staff if you have any concerns about your safety.
Prevent falls by getting
up slowly. Before rising,
sit on the edge of your
bed for a few minutes.
23PARTNER WITH US IN YOUR CARE
PARTNER WITH US
IN YOUR CARE
24PARTNER WITH US IN YOUR CARE
The Hermitage Medical Clinic is committed to providing Patient & Family Centred
Care. This is care planned, delivered, managed, and continuously improved
in active partnership with patients and their families (or care partners as defined by
the patient) to ensure integration of their health and health care goals, preferences,
and values.
We ensure that all patients are seen at least hourly by a member of their healthcare
team. Intentional Rounding practice within Hermitage Medical Clinic will be the
regular checking of patients’ needs utilising the 4 P’s
· Pain (“How is your pain?”)
· Personal needs (“Would you like help getting to the bathroom?”)
· Position (“Are you comfortable?”)
· Possessions (Help with a drink, moving items to within reach)
We have also introduced communication boards in each patient room to streamline
the communication process between you and your healthcare team. We encourage
you to become actively involved in these initiatives and welcome any feedback you
have to help us improve.
SPEAK UP!
Speak Up is a collaborative effort between the Hermitage Medical Clinic and Joint
Commission International, to encourage you to help us prevent medical errors in the
delivery of your care.
S peak up if you have any questions. If you don’t understand, ask again.
P ay attention to the care you are receiving. Always make sure you are
getting the right treatments and medicines. Don’t assume anything.
E ducate yourself so you fully understand your diagnosis and treatment.
A sk a trusted family member or friend to be your advocate.
K now what medicines you take and why you take them. Medication errors are
among the most common health care mistake.
U se an accredited health care facility, like The Hermitage Medical Clinic, which
has completed a rigorous survey to ensure safety and quality.
P articipate in all decisions about your treatment plan. You are the center of
the health care team.
We depend on you and your loved ones to tell
us about how you’re feeling. Ask questions
as often as you need to. Write down concerns as
you think of them.
25www.hermitageclinic.ie
26OTHER INFORMATION
OTHER INFORMATION
• Catering
• Public Telephones
• Postage of Letters
• Policy on Mobile Phones
• Religious
• Smoking Policy
• Parking
• Public Transport
• Education
27CATERING
A menu with details of meal times will be available at your bedside where you can
order your preferences. Every effort is made to provide a variety of high quality food
to suit all tastes.
The meal times are as follows:
Breakfast ..................8am
Lunch........................12pm
Evening Meal ............5pm
Afternoon tea and coffee are also served.
The Catering Department cater for different dietary needs. These include Diabetic,
Semi-Solid & Soft Diet, Gluten Free, Vegetarian, Neutropenic and special Cultural
and Religious diets. Any food items brought into the hospital by family members
for patients must be disclosed to nursing staff so that the food can be assessed as
suitable for patient’s medical condition and needs, and if necessary educated as to
the nutritional needs of patients.
PUBLIC TELEPHONES
Public telephones are located in the main reception area.
POSTAGE OF LETTERS
There are facilities for the postage and delivery of mail while in the Hospital. The
Mailbox is in the reception area beside the public telephones.
WIFI
Patients and visitors can use their wireless laptop PCs in the hospital as high speed
internet access is also available.
RESTAURANT DETAILS
The Restaurant is open for patients and visitors. Breakfast, lunches, dinners and
snacks are available daily.
The opening hours are:
Monday to Friday 7.30am - 7.45pm
Saturday, Sunday and Bank Hols 9.30am - 5pm
Outside of these hours there is a vending machine available on the 1st Floor beside
the Restaurant.
RELIGIOUS / PASTORAL CARE SERVICES
The Hospital Chapel is located near the Main Reception area. Our Chaplain is Fr.
Tomy George and can be contacted at 01 6459796. Arrangements can be made for
patients of all denominations to receive visits by their respective Clergy. Mass times
are: Mon, Wed, Fri & Sun at 11am.
28SMOKING POLICY
For a healthier environment Hermitage Medical Clinic and grounds is a non-smoking
area. Smoking is not permitted at entrances. Electronic Cigarettes are also prohibited.
We appreciate your support in complying with this legislation.
PARKING
There is a public car park located beside the Hospital which is open 24 hrs. The car
park paystation is located in the main reception area of the hospital. This machine
accepts cash, coins and credit cards and the charge is €2.50 an hour. Weekly /
Monthly tickets available from Reception upon request.
PUBLIC TRANSPORT
The following bus routes stop close to the Hermitage Medical Clinic:
Buses from Pearse St: 25, 26, 25A, 66, 66A, 66B, 67, 67A
O’Connell St: 40
Buses from Blanchardstown Centre: 239
Please note that the nearest bus stop for the Hermitage Medical Clinic (travelling West,
from the City Centre) is the Lucan Rd (Kings Hosp) bus stop. Please take the footbridge
to the other side of the road, take a left turn and after approximately 1km you will come
to a roundabout and the entrance to the Hermitage Medical Clinic is straight ahead.
The Liffey Valley slip road bus stop is the nearest stop to the Hermitage Medical Clinic
for those travelling from west Dublin. From this bus stop please walk straight down
this road until you come to a set of traffic lights, take a left and the entrance to the
Hermitage Medical Clinic is on your left.
EDUCATION
A wide range of patient information is available to meet your educational needs.
Please speak to a member of staff for further details.
LANGUAGE INTERPRETATION AND SERVICES FOR
THOSE WITH VISION OR HEARING IMPAIRMENTS.
We want to make sure that the exchange of information between you, your family
and your health care team is as clear as possible. That’s why we offer our patients
language or sign language interpreters.
29DISCHARGE
DISCHARGE
• Discharge Date and Time
• Convalescence
• Discharge Planning
• Discharge Checklist
30DISCHARGE DATE AND TIME
Your discharge date will be determined between you, your Consultant and nursing
staff who are responsible for your care during your stay. Please note that rooms must
be vacated no later than 10am on the day of discharge. Driving is not advisable for
24 hours following an anaesthetic. Please ensure you have transport home.
CONVALESCENCE
If you have been recommended convalescence by your Consultant or wish to
arrange it, please do so prior to admission.
DISCHARGE INSTRUCTIONS
Before you leave you will be provided with information relating to your medications,
appointments and discharge instructions as appropriate.
DISCHARGE PLANNING
Prior to coming into hospital, consider planning for your return home. Talk to your
family, Doctor or Discharge Planner. Areas to consider include personal care, home
safety and equipment needs, meal preparation, shopping and domestic help. Where
possible, it is important to make plans before you come into hospital.
When you arrive, talk to your admission nurse about your concerns and any discharge
needs so that planning can begin straight away. A Discharge Planner is available to
discuss issues, eligibility and facilitate discharge plans and can be accessed through
your Clinical Nurse Manager.
If you’re not sure about when to
take your medicines at home,
ask your nurse to review them
with you again. Be sure to write
down the information.
31DISCHARGE CHECKLIST
Have you transport to your home?
Is someone coming to collect you?
If you have a wound; what care is needed?
Have you stitches or clips that need to be removed?
Can you bathe and shower independently when you go home?
Do you have house keys, clothes, and is there food available?
Has the heating been turned on?
If you are already receiving care or services at home,
does the service provider know you have been discharged?
If there are any problems when discharged, whom do you contact?
Have you got your prescription?
Medication is not supplied by the hospital. Have you someone who
can get the medication for you?
What is the medication for, how often and for how long should you take it?
Have you got a letter for your doctor or public health nurse?
Do you need an out-patient appointment or follow up care?
When can you return to work and normal activities?
Do you need a medical certificate for your employer?
Have you got all your belongings?
Use the space provided to jot down
any other important information
you might need. We wish you
a speedy recovery.
32MEDICAL RECORDS: MY CHART
To request a copy of your medical records, please send a letter or email to
the address below along with a copy of photo identification. In your request
you should:
n give any details that will help to identify you and find your medical
records – for example a Name, Date of Birth, Medical Records Number or
any previous address; and
n be clear about which details you are looking for if you only want certain
information. This will help us process your request more quickly
Medical Records Department
Hermitage Medical Clinic
Old Lucan Road
Dublin 20
or medicalrecords@hermitageclinic.ie
PATIENT FEEDBACK
We hope your stay in Hermitage Medical Clinic has been as comfortable as
possible. Hospital staff are always pleased to hear any appreciative comments
and these will be passed on to the staff concerned. If however, you feel
improvements can be made, please do not hesitate to let us know. A Patient
Satisfaction Survey is available for all patients and attached to the back of this
booklet.
33NOTES
34CONFIDENTIAL
PATIENT COMMENT CARD
Having you stay with us at the Hermitage Medical Clinic was our pleasure. Please
take the time to help us make this a comfortable, professional and efficient hospital
by completing this comment card.
Ward: Room No: Date:
1. The Staff showed care and compassion towards you
Strongly Agree Neither Agree Nor Disagree Strongly
Agree Disagree Disagree
n n n n n
2. Staff communicated the plans for your care
Strongly Agree Neither Agree Nor Disagree Strongly
Agree Disagree Disagree
n n n n n
3. How would you rate the level of information supplied upon your admission?
Poor Satisfactory Good Very Good Excellent
n n n n n
4. How would you rate the care provided by your doctor?
Poor Satisfactory Good Very Good Excellent
n n n n n
5. The staff washed their hands before and after your treatment
Strongly Agree Neither Agree Nor Disagree Strongly
Agree Disagree Disagree
n n n n n
6. The catering service was appropriate and timely
Strongly Agree Neither Agree Nor Disagree Strongly
Agree Disagree Disagree
n n n n n
7. I was provided with a good quality and choice of food
Strongly Agree Neither Agree Nor Disagree Strongly
Agree Disagree Disagree
n n n n n
8. My privacy was respected and dignity maintained at all times
Strongly Agree Neither Agree Nor Disagree Strongly
Agree Disagree Disagree
n n n n n
359. Using any number from 0 to 10, where 0 is the worst hospital possible
and 10 is the best hospital possible, what number would you use to rate
this hospital during your stay?
Worst Best
0 1 2 3 4 5 6 7 8 9 10
Circle the appropriate number
10. Would you recommend the Hermitage Medical Clinic to your
friends and family?
Not at all Mainly Not It depends Mainly Yes Definitely
n n n n n
Please outline any aspect of your stay that was disappointing.
Please outline any aspect of your stay that exceeded your expectations.
Please tick if you would like to be contacted regarding comments raised. n
Name:
Address:
Tel: Email:
Thank you for taking the time to complete this survey www.hermitageclinic.ie
Please be aware that if you choose to complete the details in this form, your name and responses may be
stored in a database for the purpose of tracking the responses in our system. If you choose to complete the
details above, this will be considered as an explicit authorization from you that such information may be
stored for the purposes indicated.
Version Number: HMC/QA/SUR/002
36NOTES
37USEFUL NUMBERS
Main Reception .................................................01 – 645 9000
Accounts (Patients) .........................................01 – 645 9250
Admissions ..........................................................01 – 645 9009
Cardiology ...........................................................01 – 645 9450
CyberKnife Centre ...........................................01 – 645 9045
Daycare .................................................................01 – 645 9036
Radiology (X-Ray) ............................................01 – 645 9042/43
Emergency Department ...............................01 – 645 9016
Intensive Care Unit (HDU) ...........................01 – 645 9038/39
Oncology (Daycare) ........................................01 – 645 9792
Orthopaedic Assessment Clinic ...............01 – 645 9733
Pharmacy .............................................................01 – 645 9114
Physiotherapy Department ........................01 – 645 9012
Respiratory Function Laboratory .............01 – 645 9853
Radiotherapy & CyberKnife Dept ...........01 – 645 9045
St. John’s Ward ..................................................01 – 645 9330
St. Luke’s Ward ..................................................01 – 645 9320
St. Mark’s Ward .................................................01 – 645 9310
Hermitage Medical Clinic, Old Lucan Road, Dublin 20
www.hermitageclinic.ie
Date of publication: 01/03/2017 | Date of Revision 01/03/2019 | Version Number: HMC / General / PI / 006
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