Support and advice in hospital

A hospital stay can be stressful for patients and their loved ones. All Victorian hospitals offer services to people needing support in a range of areas to help them through what can be a difficult time.

Recognising when you need support

There may be signs that you need some extra support when:

• you are having trouble understanding hospital staff or getting your meaning across. This may be because English is not your preferred language, or because you have a disability that affects your ability to communicate
• you feel you are being mistreated by hospital staff or that your treatment preferences are not being respected
• you feel you are being discriminated against because of your cultural background or lifestyle choices
• you are feeling overwhelmed by your prognosis or the hospital experience
• you are feeling anxious about what you will do when it is time to leave hospital.

Patient liaison officers provide support and advice

All Victorian hospitals have a patient representative on staff, often called a patient liaison officer. It is their job to make sure the rights and interests of patients are met. This includes helping patients, their families, staff and management to resolve complaints.

You will usually receive information on how to contact your hospital’s patient liaison officer in the information pack you receive at your pre-admission appointment or when you arrive at hospital. Alternatively, your nurse will be able to help you to contact them.

Language services provide communication support

Effective communication with hospital staff can be difficult because the processes and terms used are often unfamiliar. This is made even more difficult for people for whom English is not their preferred language, and for people who have vision, hearing or speech impairments. Being unable to communicate effectively can be a serious, even life-threatening, situation.

Victorian hospitals offer access to professional interpreting services. Trained professional interpreters are impartial and deliver a confidential service. Interpreters are usually available to come to the hospital or to translate via telephone.

Interpreters are provided free of charge to anyone who prefers to communicate in a language other than English (this includes Auslan for patients with a hearing impairment). Sometimes, a hospital staff member will request an interpreter to make sure that communication with the patient is effective.

Check your pre-admission information pack for how to access language services, or ask a nurse.

Aboriginal hospital liaison officers

Aboriginal hospital liaison officers (AHLOs) provide support to patients and families with an Aboriginal or Torres Strait Islander background. They can also be the first point of contact for any concerns with your treatment or communication.

Consult your pre-admission pack or ask a nurse about making contact with your hospital’s AHLO.

Pastoral care workers provide spiritual care

Pastoral care workers provide spiritual care for patients, their families and hospital staff. Interfaith chaplains, and chaplains from various denominations often visit patients as part of their ongoing ministry, or in response to a specific request. Representatives from many faith traditions are usually available if you ask.

Many hospitals have interdenominational chapels on site for patients and families to use for quiet time, reflection and prayer. Some also offer a Muslim prayer room.

Many larger hospitals offer a variety of spiritual services in their chapels (or ‘shared spaces’) including:

• Buddhist meditation
• mindfulness sessions
• Ju’maa (Muslim prayers)
• Holy Communion on Sundays for Catholic patients.

Some patients and families use these services simply as a means of comfort during a difficult period while in hospital.

Ask your hospital’s pastoral care worker about what is available or what can be specially arranged.

Social workers

Hospital social workers provide help for patients with concerns about personal, practical or family matters. They can offer advice on a wide range of issues, including financial matters, getting legal help, accommodation, childcare, transport, home help, counselling and bereavement.

Hospital social workers are skilled at identifying and addressing the psychosocial impacts of illness and hospitalisation for patients and their families. They can also help patients and their families with the transition from hospital to home.

Services include:

• bereavement counselling
• care coordination
• community liaison
• crisis intervention
• discharge planning
• family support
• general counselling
• making referrals to out-of-hospital help.

Hospital social workers often run support groups in specialist (usually condition-specific) areas within the hospital. Ask the social work department about times and topics. They can also put you in touch with local support groups that you can attend after you leave hospital.

Where to get help

• Aboriginal hospital liaison officer
• Language services department
• Pastoral carer
• Patient liaison officer
• Social worker