If you are staying overnight at Gold Coast University Hospital or Robina Hospital, you will be offered a choice from our menu. You can access our menus via the Patient Entertainment System.
Gold Coast Health hospital menus cater for an extensive range of special dietary and cultural needs.
We serve meals to our patients three times a day, plus morning and afternoon teas and supper.
If you are having an operation, you may not be able to eat or drink for several hours before the procedure. Nursing staff will speak with you about this in your pre-admission appointment.
Our commitment to caring for you
Whether you arrived at one of our public hospitals for emergency or planned treatment, our aim is to provide the best possible care for you.
Our medical and nursing staff must know if you are taking medications, both prescribed or purchased by yourself. Bring them to the ward with you. We also need to know if you’ve suffered allergies or bad reactions from previous medication.
New medications started during your stay:
- Will be supplied by the hospital for the time you are here
- If needed, an ongoing supply will be prescribed at discharge.
For existing medications:
- If your dosage changes, but medication remains same, your own medications may be relabelled with new instructions.
- If a medication that you usually take is discontinued during your stay and, with your consent, the medication will be properly disposed of.
Will my own medications be used during my stay?
In some cases, it may be best to use your own medications. These include:
- Where your regular medication is not related to the reason for your admission
- Where the hospital does not stock or supply these medications.
We advise you to speak with you doctor, pharmacist or nurse about your medications. You could ask:
- What is the medication supposed to do?
- How do I take the medication?
- How long do I keep taking it?
- Are there foods, drinks and other medications that I should avoid?
- What if I miss a dose?
- Are there any side effects and what should I do if they occur?
- What is the storage requirement for this medication?
Prescribed medicines information
You will be given information about medications prescribed for you or any changes that have been made.
A pharmacist may also provide you with written information, such as:
- A medications list of all your medications, and why and when you are taking them
- Consumer Medication Information (CMI) sheet provided by the manufacturer to help you understand your medication and how to take them.
Some medications can only be obtained through a hospital pharmacy. We recommend you check with a pharmacist before leaving the hospital. We will let you know if you can have it dispensed by your community pharmacy. This is often preferable as it ensures that your usual pharmacist knows about any new or changed medications.
Cost of medications
Medication supplied at discharge, or as an outpatient, will be charged for in most circumstances. You will be provided an invoice with your supply, which is payable directly to Gold Coast Health Pharmacies.
Special arrangements are in place for some patient groups. To find out if you are eligible, please speak to the pharmacist.
If you are a Medicare eligible patient, the medications supplied during your admission do not incur a fee.
For medications supplied at discharge, or as an outpatient, you will be charged an amount that is the same as the Pharmaceutical Benefits Scheme (PBS) co-payment for each item.
Non-Medicare patients (ineligible patients) will be charged the full price for all medications dispensed through the pharmacy. Health insurance may help to cover some of these costs.
Reciprocal healthcare agreement and international students
Special entitlements and costs apply to visitors from countries that have reciprocal healthcare agreements with Australia. These agreements may vary and you should ask a pharmacist about what costs will be applied in your own circumstances.
Similarly, special arrangements apply to international students, depending on which country they are from. Please enquire with the pharmacy.
Safety, security and personal property
We have a zero tolerance for abusive, threatening or violent behaviour towards everyone in our environment. Unacceptable behaviour will be addressed immediately and you may be asked to leave. The welfare of our patients, staff and visitors is our highest priority.
Security and personal belongings
Please be mindful of your valuables. We take no responsibility for any lost or damaged items belonging to patients, families or visitors.
When you’re admitted to hospital, a bracelet identification band will be placed on your wrist or ankle. You should:
- Check that the band details are correct
- Wear it at all times while you are in hospital.
Throughout your stay you will be asked many times about your identification details.
This is an important part of ensuring we are providing you with the correct medications and treatments.
Please feel free to remind staff to check your identification before you receive any medication or treatment.
Patient Entertainment System (PES)
You will be able to use a touch-screen electronic device known as a Patient Entertainment System in your room for entertainment, education and ordering. You can use it to:
- Order your meals
- Watch television
- Listen to the radio
- Watch a falls education video.
Public phone facilities for use by patients and visitors are available at our hospitals.
For the comfort of everyone, please be conscious of your surroundings when using your mobile phone inside hospital ward areas.
Mobile phones can interfere with the function of sensitive medical equipment, and we ask you to pay attention to signage around you and refrain from using your mobile when instructed.
Look for the signs Mobile phones MUST be turned OFF in this area.
Medical records and confidentiality
Medical records and confidentiality
We will keep confidential medical records of your condition and treatment including test results, x-rays and scans.
We’re committed to ensuring the privacy and confidentiality of your sensitive information is secure.
Accessing your medical record
You can speak to your health care team about:
- Applying for access to see your medical record. As a general rule, no information concerning you will be given to anyone else unless you give permission in writing.
- Seeking access to documents not relating to you, under the Right to Information Act 2009 or the Information Privacy Act 2009. This includes applying to access your child’s records if the child is incapable of giving their consent in writing.
We need to prevent or limit the spread of infections both in our hospitals and community.
Patients may come into hospital with infections acquired in the community. In addition, some treatments may increase the risk of infection; for example, surgery or taking certain medicines may weaken your immune system.
What you can do
You can help prevent the spread of infections by:
- telling staff about your medical history, including any childhood illnesses such as chicken pox, measles, mumps and rubella, as well as any previous infections
- advising your nurse if you have been overseas in the past three weeks, if you have a cough or cold, diarrhoea or vomiting, open wounds or weeping skin sores
- advising your nurse if you have been in hospital overseas in the past year
- washing your hands regularly, particularly after visiting the toilet
- always keeping toiletries for your own use
- placing all hospital laundry in the linen baskets provided
- telling nursing staff about any poor hygiene in the ward or bathrooms
- not sitting on any other patient’s beds or allowing your visitors to sit on your bed.
Please do not visit a patient in hospital if you are sick with infections such as cold, flu, vomiting, diarrhoea and any childhood illnesses, e.g. chicken pox.
How we prevent infection
Hand washing is the most important way to stop the spread of infections.
All staff should wash their hands before and after caring for you and we encourage you to ask staff if they have washed their hands. As a patient or visitor to our hospital you can help stop the spread of infection by doing this.
Protective rooms and equipment
If you have an infection, you may need to be isolated in a single room.
Our staff will wash their hands before entering your room and may wear gloves, masks, apron or gowns and eye protection. If this is required, you and your family will be kept fully informed.
While you are in hospital, you may need to have routine swabs taken to look for infections; these may include swabs from the nose, groin, rectum or wound areas. Nursing staff will explain what is needed and why, and you will be advised of the results. If you would like more information on infection control, please ask your nurse.
Smoke free environment
We’re committed to providing a smoke-free environment for all patients, visitors and staff.
Our hospitals have a smoke-free policy. Smoking including the use of e-cigarettes is not permitted on our grounds or within five metres of the campus boundary. Please speak to your doctor, nurse or pharmacist if you experience cravings or find it difficult to cope without smoking.
What happens when I can’t smoke?
You may have symptoms of withdrawal from nicotine, the addictive drug in tobacco. It is easy to confuse these feelings with worries or stress about being in hospital.
Nicotine withdrawal can cause:
- cravings for cigarettes
- depressed mood
- increased appetite
- irritability, frustration, anger
- trouble sleeping
These symptoms are signs that the level of nicotine in your body is decreasing. They can start a few hours to a few days after smoking your last cigarette, but everyone is different. They peak two to three days after quitting and decrease over time.
How can I relieve cravings to smoke?
You can relieve cravings and discomfort by using one or both of these products:
- nicotine gum
- nicotine patch.
These products must be used correctly for best results—ask your ward pharmacist or nurse for instructions.
These products will:
- make you more comfortable - even if you don't plan to quit smoking
- double your chance of success, if you try to cut down or quit.
Care after death
Aboriginal and Torres Strait Islander Health
Jingeri! ‘Welcome’ in Yugambeh Aboriginal Language
Our team provides a range of care, programs and cultural support services specifically targeted to Aboriginal and Torres Strait Islander community members and visitors accessing the Gold Coast Hospital and Health Service (GCHHS). We work closely with our Gold Coast Health colleagues in providing culturally safe services, clinics, promotion and education activities.
Within the Hospital
- Aboriginal and Torres Strait Islander Hospital liaison service within Gold Coast University Hospital and Robina Hospital.
This service provides; hospital ward visits; advocacy; a cultural link between our clients, their families and hospital staff and referrals to support services. Our service provides visits to inpatients during business hours. If you don’t receive a visit, please ask your ward staff to contact our service on (07) 5687 3049.
Within the community
Clinical and Support Services
- Coordination and Administration services
- Dietitian/nutritionist and outreach services to Kalwun Health Service
- Chronic Disease team including Mungulli clinics, heart health screening clinics, yarning circles and education. Programs are conducted at a range of locations on the Gold Coast
- Child health workers work collaboratively with Community Child Health Nurses
- Yan-Coorara Mental Health Team who work alongside treating teams in providing advocacy and cultural capable care for our consumers.
Accessing the community health teams
- Coordination and Administration please contact (07) 5525 5630
- Dietitian / Nutritionist please contact (07) 5525 5630
- Chronic Disease programs please contact 1300 668 936 and ask to speak to the Aboriginal Torres Strait Islander Health workers
- Child Health Workers please contact (07) 5687 9183
- Yan-Coorara Mental health Team please contact (07) 5525 5718
- Alternatively your GP, Aboriginal Medical Service, friend or relative can refer you to our services. Friends and relatives must obtain your consent before contacting our services on your behalf.
Our service provides training to staff and community members.
- Cultural Practice Program (CPP) training for Gold Coast Hospital and Health Service staff
- Aboriginal and Torres Strait Islander Mental Health First Aid Training for Aboriginal and Torres Strait Islander community members.
The Aboriginal and Torres Strait Islander Health Service is a member of the Karulbo (means ‘All Together’ in Yugambeh Aboriginal Language) Aboriginal and Torres Strait Islander Health Partnership, in close collaboration with Kalwun Health Service, Krurungal Welfare Service, the Elders Advisory Council along with a number of network partners within the Health, Education, Employment and other sectors across the Gold Coast.
Gold Coast Hospital and Health Service will provide an interpreter at no cost to Queensland Health clients/patients/consumers who are not proficient in English or are Deaf or Hard of Hearing.
Interpreters may be engaged in person, over the telephone or via video conferencing facilities depending on the availability of a suitably qualified interpreter and appointment type.
Information in your language
Translated information is available in:
- عربي (Arabic)
- Bosanki (Bosnian)
- پارسی (Farsi/Persian)
- 日本語 (Japanese)
- 한국어 (Korean)
- 简体中文 (Chinese Simplified) | 繁體中文 (Chinese Traditional)
- српски (Serbian)
- Español (Spanish)
- ไทย (Thai)
- Tiếng Việt (Vietnamese)
Am I eligible for an interpreter?
All Queensland Health clients/patients/consumers are eligible for an interpreter whether you have a Medicare card or not.
A professional interpreter will be engaged to ensure information that is communicated to you is through a trained, bilingual person, who is guided by the code of ethics, respects the confidentiality of the person, is impartial and accountable.
Family members may attend an appointment with you, however, can be used only in very limited instances where an interpreter is not available. Family or friends are usually not able to accurately translate complex medical information.
How do I request an interpreter for my appointment?
Queensland Health staff can book interpreters on behalf of clients/patients/consumers via the Interpreter Booking Management System. If you require an interpreter, please inform the staff when confirming your appointment. When you attend your appointment, you can notify the staff you require an interpreter by:
- Advising the staff member
- Point to your language on the “Language Identification Card”
- Show your “I need an interpreter card” to the health staff if you have one
Queensland Health implements the Queensland Government Language Services Policy to ensure staff act on the obligation to provide effective, efficient and inclusive services through appropriate use of interpreters for people that are not proficient in English. To ensure staff are confident they are effectively communicating with you, they may organise an interpreter if they identify a need for one to assist with your appointment.
How do I contact the hospital when I require an interpreter?
If you need to talk to Health Staff over the phone about your appointment, Queensland Health provide a free interpreter service through Translating and Interpreter Services (TIS). Please follow these steps:
- Dial 131 450
- Say the language you require an interpreter for to the operator. The operator will connect you with an interpreter
- Advise the interpreter the number you wish to call or who you wish to speak to
- Talk to the staff member in your respective language to discuss your appointment
If you are deaf, hard of hearing or speech impaired please contact us through the National Relay Service:
- TTY users call 133 677, then ask for 13 QGOV (13 74 68).
- SMS relay users, call 0423 677 767 and ask for 13 QGOV (13 74 68)
- Speak-and-listen (speech-to-speech relay) users call 1300 555 727, then ask for 13 QGOV (13 74 68).
- Internet relay users, connect to the National Relay Service External Link, then ask for 13 QGOV (13 74 68).
- Video relay users, choose the available video relay contact on Skype and ask for 13 QGOV (13 74 68).
The Patient Travel Subsidy Scheme provides financial help for people who have to travel more than 50km for specialist medical services that are not available locally. This can include assistance with travel and accommodation costs for you and your family member or carer.
How to access
An application form must be completed and forwarded to the hospital nearest to your place of residence. This hospital will be responsible for all aspects of your travel and should be your first point of contact for enquiries.
Services covered by the scheme must be recommended by a medical practitioner as being necessary for the health of the patient.
For more information, ask staff for a brochure or contact our Patient Services team on 1300 744 284.
The Organ and Tissue Authority (OTA) works with states and territories, clinicians and the community sector to deliver the Australian Government’s national reform programme to improve organ and tissue donation and transplantation outcomes in Australia.
When a patient meets the criteria for organ donation a process unfolds that involves the families and friends of the patient, the medical teams, nursing staff, the social workers and organ donor coordinators.
Information and how to donate:
The Donate Life website has information that outlines the criteria for organ donation.
Spiritual Carers and Chaplains offer spiritual care to patients and their families from five different faith groups and 12 different Christian denominations offering compassionate, sensitive and respectful spiritual care to people of all faiths.
About Spiritual Care
- Support for patient and families
- Spiritual, emotional and pastoral support
- Grief, loss and bereavement support
- Sacraments and other rituals
- Scripture, prayer and meditation
- Special memorial services.
Spiritual care centres and sacred space
The Spiritual Care Centres at Gold Coast University Hospital and Robina Hospital include sacred spaces, which offer a quiet space for people of all faiths or none at all, a chapel and prayer room/mats from which to draw spiritual nurture, energy and life.
GCUH Gubbai Sacred Space and Chapel (D.G 299)
The following services are available at GCUH Gubbai Sacred Space and Chapel.
|Guided mindfulness meditation||Spiritual Care Services are offering guided mindfulness meditation every Tuesday at GCUH, Gubbai Sacred Space, D.G 299. Sessions will be facilitated by our Buddhist Spiritual Carers. Open to staff, beginners or anyone wanting to refresh, renew or recentre.|
|Christian Prayer Service||12.30pm||You're welcome to attend the weekly service at 12.30pm in the GCUH Gubbai Sacred Space D.G 299.|
|Rosary and Catholic Mass services||10am||Rosary and Catholic Mass begins at 10am in the GCUH Gubbai Sacred Space D.G 299, followed by Mass at 10:30 am. All are welcome to join in. For more information contact the Catholic Hospital Chaplain Fr Stephen on 5510 2222.|
|Islamic prayer time||1-2pm||All are welcome to attend Islamic prayer time at the Gubbai Sacred Space D.G 299 every Friday from 1-2pm.|
Robina Hospital Sacred Space and Chapel
The following services are available at Robina Hospital Sacred Space and Chapel.
|Baha’i Spiritual Reflection||11-11.30 am||Baha’i Spiritual Reflection is on every Monday from 11-11.30 am. A Chaplain’s recorded message will be shown on the patient’s TV screen.|
|Catholic prayer and reflection at Robina Chapel||12.30pm till 1pm||Holy Rosary Prayer and Reflection will take place in the Robina Chapel every Monday at 12.30pm till 1pm. All are welcome to join in.|
|Prayer and reflection at Robina Chapel||12.30pm till 1.30pm||A time of quiet Prayer and Reflection is offered every Tuesday in the Robina Chapel from 12.30pm till 1.30pm. All are welcome to join in.|
|Spiritual Reflection||9-9.30 am||Spiritual Reflection is on every Thursday from 9-9.30 am in the Robina Chapel. All are welcome to attend.|
|Seventh-Day Adventist services at Robina Chapel||11-11.30am||Songs of Praise and Words of Inspiration will take place in the Robina Chapel every Sunday from 11am till 11.30am. Come along and be inspired.|
Although the hospital and health service staff are diligent with patients personal property, sometimes items can be misplaced, so please be mindful of your own valuables.
Gold Coast Health takes no responsibility for any lost or damaged items belonging to patients or their families or visitors.
The administrator will take your details, hospital visit date and time so that the item can be returned if located.
Healthier you provides access to information on a range of different health topics and provides connection to free and low cost programs and services that can help you maintain health and well being.
If you have a Medicare card, you can be treated as a public patient in a Gold Coast Health hospital, at no charge, by a doctor appointed by the hospital. You can choose to be treated as a public patient even if you are privately insured.
However, many specialist hospital services require a referral from your general practitioner before we can make an appointment for you.
Private health insurance
If you have private health insurance, you can choose to be treated at one of our hospitals as a private patient.
If you do not have a Medicare card or you are not covered by a Reciprocal Health Care Agreement, you will be billed for the cost of all treatment at our hospitals. More information about these costs is available on the Information for patients without a Medicare card fact sheet.
Free dental treatment is available to:
- Adults who have a current Pension, Healthcare or Seniors card.
- all children between the ages of 4 through to year 10
- students in year 11 and 12 who have a current Centrelink, Healthcare or Pension card
- 0-3 year olds whose parents have a current Centrelink, Healthcare or Pension card
- 2-17 year olds who are eligible for the Child Dental Benefits Schedule.
- Read more about Oral Health Service eligibility.
When the hospital pharmacy supplies you with medication, you will be charged in the same way that you pay for prescriptions at your community pharmacy.
An invoice will be included with your new supplies or sent to your home address. Please advise staff if you have a concession card or if your home address has changed.
If you have a Medicare card, some of your medications may be subsidised the Australian Government’s Pharmaceutical Benefits Scheme. This means you will only have to pay for part of the cost of the medication.
How to get a referral
To get a referral, first speak to your GP about your health care concerns. Your GP will determine if you need specialist treatment and arrange any medicines or tests that are required.
Your GP will then send a written referral letter to a specialist doctor at one of our hospitals.
Depending on the urgency of your condition, you may be placed a wait list for your first “outpatient” appointment with a specialist doctor. After your appointment you may also be placed on an elective surgery wait list.
Services that don’t need a referral
You do not need a GP referral to access:
- any emergency treatment
- urgent mental health care
- sexual health clinics
- dental health care (provided you meet eligibility criteria).
General practitioners can find referral criteria on all of our services and specialties on the Refer your patient section of our website.
Using your private health insurance
If you are eligible for Medicare and hold private health insurance when you are admitted to one of our hospitals, you can elect to be treated as a private patient.
By electing to be a private patient you can choose your specialist doctor and their treating team. If the specialist of your choice is unavailable you can choose to be treated by another specialist who is on call at the time of your admission.
You may also be entitled to receive:
- no out-of-pocket expenses for accommodation fees, theatre fee, diagnostic services, prostheses, pathology and medications
- a discounted excess or co-payment depending on your type and length of admission
- a single room if available (this will be provided where possible—single rooms are allocated on a clinical needs basis).
Supporting our hospitals
Hospital funding and resources are limited. Each time you use your private health insurance at one of our hospitals, you are helping us:
- purchase new equipment
- maintain and develop accommodation and facilities
- improve and expand patient services
- increase resources
- fund medical research.
Our Patient Options Liaison Officers (POLOs) can answer any questions you have before you choose to be treated as a private patient.
You can speak to your hospital’s POLO about issues such as:
- financial concerns
- investigating and confirming what your private health insurance will cover
- completing paperwork
- liaising with your health fund.
If you would like to get in touch with your local POLO, please speak to the ward staff.
What to bring
Whether you're staying overnight or just a day patient, you will need to bring:
- your appointment letter or prescription book
- Medicare card
- concession cards such as Healthcare card or Veterans Affairs card
- test results
- any medications or tablets you are currently using
- something to do while you wait such as a book, magazine, knitting, etc.
What to bring for day surgery
If you are coming to hospital for day surgery, please also bring:
- as few personal belongings as possible that will be placed in a small locker before your procedure and can be collected before discharge
- reading glasses
- any medication used daily.
What to bring for an overnight or longer stay
If you are staying overnight, please also bring:
- any medicine or tablets you are currently using
- night wear and dressing gown
- appropriate footwear
- toiletries—toothbrush, toothpaste, hairbrush, comb, soap and feminine products
- personal shaving gear
- handkerchiefs or tissues
- a big bag enough to fit all your belongings in (including the clothes and footwear you will be wearing on the day).
Your appointment (outpatients)
When you come to hospital for a day visit, you are known as an “outpatient”.
You will usually see a specialist doctor and/or a range of other health professionals. You may also have an X-ray or other tests. In most cases, you’ll be referred by your general practitioner (GP).
- Making an appointment
- When you arrive
- After your appointment
- Outpatient Department FAQs
To make an appointment with us:
- Our booking centre will contact you to make an appointment via:
- text message if you have a mobile phone
- phone call to your home phone number
- letter if you don’t have a contact number.
- Once you receive our communication, you are expected to call our booking centre to make an appointment.
- You will then receive a letter with the appointment details at your home address; you will need to bring this letter with you to your appointment.
- We will send you an appointment reminder via text message the day before your appointment.
We recommend you arrive at the outpatient clinic approximately 15 minutes before your appointment time.
When you arrive, you will need to use a check-in kiosk:
- You will scan your appointment letter at the check-in kiosk and you will receive a ticket.
- Your ticket includes your appointment number and the area where your appointment will be held.
- If extra information is required, the ticket will ask you to proceed to concierge, while keeping your place in the queue.
After checking in, our patient queueing system shows you how to get to your waiting area and room for treatment, it’s important to check the screen for your number.
If you need assistance checking in or finding the waiting area, our volunteers in blue uniforms will be happy to assist.
We recommend that you set aside at least two hours for your appointment. This may change depending on the clinic—please check with the clinic reception. Sometimes delays can occur. Be assured that appointments are individualised and patients are seen in order of their appointment times.
Usually there are multiple clinics running at the same time. For this reason, you may notice that other patients are called in ahead of you. This can occur because different clinics take different times to see patients.
If you need a medical certificate for work, please ask your doctor during your appointment.
At the end of your appointment, please ensure you check out at reception. If you require another appointment the receptionist will book your review appointment if required.
If your doctor decides you require surgery, you may be added to the elective surgery wait list. We will send you a letter to confirm you are on the elective surgery wait list.
It is important to for us to have your most up-to-date contact details. Please contact us on 1300 744 284 if any of your details have changed.
If you are booked in for an operation, you may be asked to attend a pre-admission clinic one to two weeks prior to your operation.
The pre-admission clinic will do a thorough assessment of your health and your current and past medical history. You will also be given information about what to expect up to and following your surgery.
What to bring
You will need to bring:
- Your appointment letter
- Medicare card
- concession cards such as Healthcare card or Veterans Affairs card
- any forms that you have been asked to fill in
- a list of any medicines you are taking regularly.
What to expect
You can expect to see a range of health professionals at your pre-admission clinic appointment including:
- anaesthetist—a specialist doctor who gives anaesthetics. They will see you in the clinic and ask you about your health, any anaesthetics you have had in the past, and check your fitness to have an anaesthetic.
- resident medical officer—a member of the surgical team who will give you a thorough medical examination
- registered nurse—who will take several observational tests including your temperature, blood pressure, height and weight
- pharmacist—who will look at your current medicines and ask if you have had any allergic reactions to any medicines in the past.
Don’t be afraid to ask any of these staff questions relating to your operation or your recovery. They are here to help and will be happy to talk to you about any aspect of your treatment.
If you are unable to attend your appointment
If you are unable to attend your appointment for any reason, please contact us as soon as possible on the number printed on the front of your appointment letter. If you do not arrive for your appointment, you may be taken off the waiting list for the surgery/procedure if you do not advise our booking office.
Change of details
Please contact the main hospital phone number or the clinic if you have recently changed your address or contact details.
Staying overnight (inpatients)
When you stay at hospital overnight or if you are admitted for day surgery, you are known as an "inpatient".
Please go to the admissions desk or front reception when you arrive. To help us provide quality care, our staff will ask you about:
- your medical history
- your current address and phone number
- details of your GP or other treating health professionals
- up-to-date next of kin and contact person’s details
- your Medicare number
- details of private health cover
- any current Advance Health Directive or Enduring Power of Attorney (person who you authorise to make decisions about your health care, personal or financial matters if needed), and copies of these documents
- your need for an interpreter or Indigenous Health worker.
Our staff are here to ensure your stay in hospital is as comfortable as possible. Your treating team will provide you with continual updates about your clinical care and your expected date of discharge. If at any time you would like further clarification about your treatment or progress, we encourage you to talk to your doctor or nursing team.
Surgery and day surgery patients
If you are booked in for an operation, you may be asked to attend a pre-admission clinic one to two weeks prior to your operation.
You may be asked to stop eating and drinking before coming to hospital for surgery. This includes chewing gum, lollies, and water.
If you are a day surgery patient, please tell the person who will be taking you home (your escort) that they will receive a phone call when you are ready to be discharged. If your escort has no phone or will not be home, please tell nursing staff when you arrive.
We have two emergency departments that are open 24 hours a day, seven days a week:
You should always call Triple Zero (000) in a genuine health emergency.
We also have a dedicated Children's Emergency page for young people less than 16 years of age.
For non-urgent health advice, you can call 13 HEALTH (13 43 25 84).
When you arrive
When you arrive at the emergency department, please go straight to the reception counter. You will be “triaged” (categorised) by a qualified nurse who assesses the urgency of your condition. Patients are treated in order of priority; this ensures the sickest patients are seen first.
It is important to let the triage nurse know any of the following information:
- previous health problems
- current medications
- if you are pregnant or breastfeeding
- recent overseas travel
- housing or social concerns
- if your pain or symptoms become worse.
A doctor or nurse will see you as soon as they are able. At any time, they may have to step away to treat a life-threatening condition. This will not affect your care, though it may mean a longer stay with us.
Options for non-urgent conditions include:
- a general practitioner - some of whom bulk bill
- 13 HEALTH (13 43 25 84) for non-urgent health advice from a qualified nurse.
Do you need an interpreter?
We can provide a free interpreter service for patients at our emergency departments.
It is our policy to use fully accredited professional interpreters for all medical appointments. Family or friends are usually not able to accurately translate complex medical information.
If you would like an interpreter, please let us know as soon as you arrive.
Gold Coast University Hospital Emergency Department
The Emergency Department (ED) at Gold Coast University Hospital is classified as a Level 6 Tertiary Facility under the Clinical Services Capability Framework as developed by the Queensland Department of Health.
The ED has a total of 83 treatment spaces made up by:
- Triage area
- Resuscitation pod
- Acute treatment area (CDU)
- Minor injuries and fast track
- Children’s emergency unit (for patients under 16 years of age)
- Short Stay Unit
- Emergency Psychiatry Service (EPS).
Robina Hospital Emergency Department
Robina Emergency Department is a mixed emergency department that sees adults and children.
We have wheelchairs available for patients and visitors at both the Gold Coast University Hospital (GCUH) and Robina Hospital. The wheelchairs are located at the volunteer desks, in the main entrance of both hospitals.
We also offer mobility assistance from the GCUH level one carpark and patient transfer unit. To get help, use the intercom outside the lifts on level one to for assistance with access to the hospital or at the transfer lounge.
The intercom has a sign “Press this button for wheelchair assistance to the main hospital”.
Gold Coast Health offers concessional parking for eligible patients and primary carers at Gold Coast University Hospital (GCUH) and Robina Hospital.
Who is eligible?
You may be eligible for concessional parking if you meet any one of the following criteria:
- If you are a holder of a current Commonwealth:
- If you need to attend the hospital two or more times per week for specialist treatment. You will be eligible for a parking concession after seven days from your first attendance.
- If you need extended hospital admission. You will be eligible for a parking concession after seven days for the following services:
- Palliative Care End Stage
- Coronary Care Unit
- Intensive Care Unit / Children's Critical Care Unit
- Rehabilitation Support.
- If you are an ongoing Cancer, Haematology and Renal Dialysis treatment patient or a Newborn Intensive Care Unit carer. Concessional parking will be on application to the Social Worker or Nurse Unit Manager.
Please note: Concessional parking is not available for ad-hoc or infrequent visits to the hospital that do not meet at least one of the eligibility requirements.
How do you claim your discounted parking?
Please complete the application form and submit to the relevant Ward Clerk, Social Worker of the inpatient department or Nurse Unit Manager.
Once the application form has been approved, please present it at the following locations:
- GCUH – present at Front Reception to collect a single-use follow-on ticket. The follow-on ticket is then inserted after the parking ticket at the Auto Pay Station, located in the carpark, to receive the concession rate.
- Robina Hospital - present to the Parking Office or Front Reception for validation of the parking ticket. The parking ticket is then inserted at the Auto Pay Station, located at the exit to the hospital, to receive the concession rate.
What are the rates?
Advertised rates will apply for the first hour. The concession rate will reduce the total parking fee by $5 at Gold Coast University Hospital and by $2 at Robina Hospital.
How do I find out more?
For more information, please contact:
Gold Coast Health Parking Office
Tel: (07) 5629 1000
Patient pick up and drop off
Transport to and from home to hospital
You may organise private travel, or alternatively staff will help you call a taxi and you must pay your own transport costs.
Patients can be dropped off at our Transfer Units. There is 15 minute parking available at both our hospitals.
Weekends (including Public Holidays): 7.30 am - 4 pm
Our unit offers a comfortable and convenient environment for you after your discharge or if you’re waiting for:
- Transportation home
- Transportation to another hospital or healthcare facility
- Transportation to nursing homes
- Ambulatory care patient needing specialist care by their consultant
- Patients attending Outpatient appointments
- Patients requiring medical imaging procedures who require transportation.
Our unit staff will check discharge arrangements including medication and are available to answer any questions patients may have.
Hot and cold beverages will be provided for patients and limited catering will be available for patients at meal times.
Even if you came to hospital by ambulance, you can only leave the hospital by ambulance if it is medically recommended. Please plan ahead and make private arrangements for your trip home on the day of discharge. If you have concerns, approach your health care team to discuss.
Transfer to another hospital
If you need special health care that is unavailable locally, you may be transferred to a hospital or centre where the treatment can be provided.
If you require travel assistance, find out more on the travel assistance page.
Before you leave
Before you leave, you should obtain the following information from your doctor or the nurse in charge of your ward:
- any follow-up outpatient appointments
- arrangements for community support services
- continuing treatments
Before you leave you should also make sure that:
- you have all your personal belongings
- you have signed all claim forms and any fees due are paid
- you have given us your correct forwarding address
- you have obtained relevant medical certificates from the doctor
- all items held for you have been collected
- you know what medication you need to take, as well as any follow up services you need.
Discharge against medical advice
With few exceptions (as in the case of infectious diseases), you have the right to leave hospital when you choose. This may be a serious step when taken against the advice of your doctor, and could pose a threat to your wellbeing.
If you choose to be discharged under these circumstances, you will be asked to sign a ‘disclaimer’ form, and the responsibility for this action will rest with you. However, if your condition does not improve or if it causes you concern, you should not hesitate to seek further medical advice or to return to the hospital’s emergency department.
10 tips for safer healthcare
Australia has one of the best healthcare systems in the world. This means that when we need to visit a healthcare professional, we expect to receive the safest healthcare available.
For more information on how you can improve your healthcare:
Australian charter of healthcare rights
We fully support the Australian Charter of Healthcare Rights. The charter outlines the rights of patients and other people using the Australian health system.
- Healthcare services and treatment that meets my needs
- Receive safe and high quality health care that meets national standards
- Be cared for in an environment that is safe and makes me feel safe
- Be treated as an individual, and with dignity and respect
- Have my culture, identity, beliefs and choices recognised and respected
- Ask questions and be involved in open and honest communication
- Make decisions with my healthcare provider, to the extent that I choose and am able to Include the people that I want in planning and decision-making
- Clear information about my condition, the possible benefits and risks of different tests and treatments, so I can give my informed consent
- Receive information about services, waiting times and costs
- Be given assistance, when I need it, to help me to understand and use health information
- Access my health information
- Be told if something has gone wrong during my health care, how it happened, how it may affect me and what is being done to make care safe
- Have my personal privacy respected
- Have information about me and my health kept secure and confidential
- Provide feedback or make a complaint without it affecting the way that I am treated
- Have my concerns addressed in a transparent and timely way
- Share my experience and participate to improve the quality of care and health services
For more information ask a member of staff or visit safetyandquality.gov.au/your-rights
To help us to provide you the best possible care please:
- Tell us about your illnesses and hospital visits, symptoms, medications, allergies and other health-related matters
- Tell us about any religious or cultural beliefs and requirements
- Treat everyone that you meet at our facilities with care and respect
- Ask questions and talk to your family before making any decisions about your health care if relevant
- Follow staff instructions regarding your treatment and care
- Be aware that your care may need to be transferred to another hospital if required
- Be on time for appointments and let your health service know if you need to cancel or reschedule, and notify us if your contact details change
- Talk to your local doctor if your condition changes while on a waiting list for treatment
- Treat all people you meet in the health service (staff, volunteers patients/clients, their families and aged care residents), with care, dignity and consideration
- Respect the confidentiality and privacy of others.
Do you know how and when to call Ryan’s Rule?
Ryan's Rule is a three-step process to help patients, their families and carers raise concerns if they feel a patient’s condition is getting worse, or not improving as well as expected while they are in hospital.
The steps to follow are:
1. Discuss your concerns with your child's treating nurse or doctor.
2. If you are not satisfied with the response, then ask to speak to the nurse-in-charge of the shift.
3. If you are still concerned, call 13 Health (1343 2584) to call a Ryan's Rule.
Patients of any age admitted to any Queensland Health public hospital and in some cases hospital in the home services, can call Ryan’s Rule by following these three steps. Ryan’s Rule is not for general complaints. Please watch this latest video to learn more about this process.
We support and encourage you or your carer to participate during the clinical handover process, which occurs frequently during your stay.
Clinical handover formalises the transfer of professional accountability and responsibility for an aspect of care for a patient. The purpose of clinical handover is for hospital staff to share important information about your health and current health needs with those responsible for your on-going care.
Patient, family and carer involvement is an integral part of the clinical handover process. Your role as patient, family or carer is to assist where you can in providing information to hospital staff. By involving the consumer in the clinical handover process it has been proven to reduce the risk of clinical incidents occurring.
It has been identified that clinical handover is a high-risk area for patient safety. Our main aim is to keep you safe. Our communication process between clinicians and the consumer is a core component of quality patient care. The sharing of information between clinicians and consumer improves safety and quality of care and leads to better outcomes for patients.
Your role during Clinical Handover
During your clinical handover you or your carer are encouraged to tell our health team:
- How you are feeling
- Any concerns you may have about your care
- Any queries you have about your treatment and care plan.
- That you fully understand your care plan and progress.
If you are being transferred to another service, or to your home, it is important to share the information with future care providers.
Your safety and quality of care depends on an on-going partnership with you and your hospital care providers. Help us to care for you and get you home safely as soon as possible.
GP access to The Viewer
Queensland General Practitioners (GPs) have online access to patient information through Queensland Health’s read-only application, The Viewer.
Providing GPs with access to The Viewer (GPTV) is a key initiative of the Specialist Outpatient Strategy: Improving the patient journey by 2020 which aims to improve the patient journey.
What is The Viewer?
The Viewer provides consolidated clinical information about each patient who receives treatment or care at a Queensland Health facility.
The Viewer is a web-based application that displays key patient information from a number of Queensland Health clinical and administrative systems, such as pathology results, radiology results, medications, allergies and alerts, care plans, as well as discharge summaries.
Providing GPs in Queensland with access to their patient’s clinical information via The Viewer will:
- provide real-time and accurate access to medical information
- reduce duplication of diagnostic testing
- help ensure more consistent, timely and coordinated care.
GPs can now view your public hospital healthcare information online
General practitioners will be granted secure (read-only) online access to your healthcare information only once their personal and professional identity has been confirmed.
Providing general practitioners with secure online access to patient healthcare information from Queensland’s public hospitals will improve your treatment outcomes. Having access to more detailed recent information will enable your general practitioner to make better-informed medical decisions about your care.
Sharing your hospital records with your general practitioner will:
- ensure your general practitioner and the Queensland Health clinical staff involved in your care have timely access to your public healthcare information
- lessen your likelihood of being referred for duplicate tests or being re-admitted to hospital
- reduce your need to recall and describe details of your recent treatments when visiting your general practitioner.
What if I don’t want my general practitioner to see my public healthcare information online?
If you would prefer that your treating general practitioner did not have online access to your public healthcare information, you have the right to opt-out. You can do this by calling 13 HEALTH (13 43 25 84). Translation and interpreter services can be arranged to assist with the opt-out process.