What does this mean?

Before being discharged from hospital, we will collaborate with you, your next of kin, and with other relevant health and community service providers to ensure that we understand your current and ongoing healthcare needs. What does this look like:

Your nominated medical officer or GP will receive a discharge report that explains your hospital admission.

You will receive information about ongoing medical treatment, medication and any appointments made related to follow-up of hospital admission.

Your will receive information about community services, if required.

How the discharged is arranged?

On admission to the hospital we will ask for consent to share information with relevant community services and other healthcare providers.

We hold discharge planning meetings that bring together representatives from hospital and community services.

If necessary, we can also organise a meeting with you and your family and the relevant members from the healthcare services.

Frequently asked question prior to discharge

When can I return to work?

When can I play sport?

When can I drive?

Will you give me a written summary of my care to give to my doctor?

Who will follow up on my care and when will I see them?

How long do I have to take this medicine?

Do I require physiotherapy or other rehabilitation services?

Can I get a medical certificate?

Visitor Information

The following restrictions are now currently in place:

Visiting hours are between 10am – 8pm

All visitors must follow the directions given to them by hospital staff

Private Health Insurance

We encourage you to support Heathcote Health by using your private health insurance.
By choosing to use your private health insurance you will be entitled to the following benefits:

• no ‘out of pocket’ expenses for accommodation
• excess and co-payments that apply to your insurance policy while an admitted inpatient at Heathcote Health will be covered

Using your private health insurance will actively support us to:

• Maintain facilities
• Purchase new equipment
• Recruit more staff
• Improve patient services.

For more information phone Heathcote Health Administration team on (03) 5431 0900.

Patient Privacy & Confidentiality

Information Release

Heathcote Health complies with all applicable Victorian legislation relating to confidentiality and privacy regarding information about your health and other personal details. Additionally, Heathcote Health has strict policies and protocols with respect to the collection, use, disclosure and storage of patient information. Only authorised personnel have access to your information.

Information we collect

Information is collected during your (or your child’s) visit to hospital or when you have care or services provided in the Nursing Home or at one of our community services. This information is retained as part of your record and is updated at each visit or service provision.

How information is handled and protected

All patient information is protected under the Victorian Information Privacy Act 2000. This Act sets the standards for the way in which Victorian government organisation and statutory bodies collect and handle your personal information. This information is held within the Hospital, Residential Aged Care Unit and Community Services in a variety of electronic and paper forms, the majority of which comprise medical and personal records.

Information is not transferred to other individuals or health agencies without the individual’s consent.

To ensure continuity of care and reduce duplication, we ask that you give us consent to transfer relevant information to other services within Heathcote Health or to other external health agencies as part of the referral process. You may withdraw your consent at any time.

Accessing your medical records

Getting access to your medical record

If you have any questions regarding privacy, please contact

You can also make your complaint by using one of the feedback options found here.

Health Care Rights & Responsibilities

Charter of Health Care Rights

In August 2019, the Australian Commission on Safety and Quality in Health Care  (ACSQHC) published the second edition of the Australian Charter of Healthcare Rights (the Charter).

The Charter is available in 19 community languages, as an Auslan video , in Easy English , and in braille. For further information please visit this link The Charter translations | Australian Commission on Safety and Quality in Health Care

You can find some helpful ACSQHC animations and posters regarding the Charter below.

If you have concerns or questions about your care: Contact Us

Visit Department of Health

Contact the Health Service Commissioner

Aged Care Rights & Responsibilities

Aged Care Rights & Responsibilities

In July 2019, the Aged Care Quality and Safety Commission (ACQSC) introduced as part of the new Aged Care Quality Standards; the Charter of Aged Care Rights (the Charter). The Charter of Aged Care Rights sets out the rights of all people receiving Government-subsidised aged care services. The Charter applies to all individuals accessing Heathcote Health’s aged care services, including residential aged care residents and community services clients. The Charter makes it easy to understand what quality care looks like. It also gives clear expectations about the services supplied by Heathcote Health as an aged care provider.

The Charter of Aged Care Rights is available in 18 Community languages. For more information please visit this link: Charter of Aged Care Rights A5 booklet | Aged Care Quality and Safety Commission

You can find some helpful ACQSC animation and poster regarding the Charter od Aged Care Right below

The Older Persons Advocacy Network (OPAN) also has resources to help individuals accessing aged care services to understand the Charter.

If you have any concerns or questions about your care:

Contact Us

Visit and/ or contact: Aged Care Quality and Safety Commission

Freedom of Information

Under the Freedom of Information Act 1982 (FOI Act 1982), you have the right to access your health record held at Heathcote Health, including records held at Hospital, Residential Aged Care Unit and Community Services.

How to apply?

Your request must be submitted in writing – either in the form of a letter or a completed FOI Form. Please note that requests cannot be processed without some form of identification such as current Passport, driving licence etc.

All requests should be addressed to:
FOI Officer
Heathcote Health
39 Hospital Street
Heathcote Vic 3523

Or via email with subject line – Attention: FOI Officer email address: HHSAdmin@heathcotehealth.org

You can also contact the FOI Officer through the hospitals main switch 03 5431 0900.

Aboriginal & Torres Strait Islander Health

At Heathcote Health we collaborate with the local Aboriginal community to determine how we can better support Aboriginal or Torres Strait Islander people in accessing our services, staying comfortable while here and transitioning to culturally safe and appropriate services beyond their hospital care.

We ensure that you are supported and have accurate information and access to our health and community services.

If you are an Aboriginal or a Torres Strait Islander, we will offer support appropriate for your situation and can help you by:

• Assisting you in navigating the health and community sector
• Instilling an awareness about the importance of follow-up appointments and programs
• Providing advice about transport options when you need to attend appointments
• Working with existing services to assist with your specific health needs
• Actively promoting culturally appropriate care at Heathcote Health for Aboriginal or Torres Strait Islander people.

Useful websites for Aboriginal & Torres Strait Islander Peoples