Patient transfers
In Western NSW Local Health District if you require a transfer from a rural hospital to another hospital or medical specialist the patient flow team can organise your transfer. Your treatment and care are important to us and we will update you with a transfer plan as soon as practical. Speak to you healthcare team at any stage if you have questions.
The service is offered to patients who don't require emergency ambulance services.
Arranging transport home is the patient's and family's responsibility. Support is available.
There are a number of steps involved in organising a transfer.
1
Booking the transfer
The healthcare team will book your transfer via the Patient Flow Portal.
You can ask if a caregiver or family member can come along during your transfer. If someone can come with you depends on your medical needs and other practical considerations. We will do our best to meet your needs.
2
Planning the transfer
The patient flow team receive request to transfer and prepares transfer arrangements in consultation with your healthcare team.
Several factors can affect your transfer, such as bed availability at the receiving hospital, emergencies, and ensuring the right transport for your needs.
Speak to you healthcare team if you have any questions. The healthcare team looking after you can access current transfer information on the Patient Flow Portal or electronic medical record.
We understand feeling unwell and transferring a long distance away from home can cause concerns. Friendly faces Helping Hands has resources to assist connecting country people to services.
3
Transfer is booked
A transport plan is documented in your electronic medical record by the patient flow team.
The referring healthcare team can contact the patient flow or view electronic health system to view bed and transport arrangements. The electronic health systems are called: eMR and Patient Flow Portal. Ask the nurse looking after you to check the progress of you transfer via the Patient Flow Portal.
When you transfer, the referring nurse will provide a clinical handover to the transport and receiving care teams so they have the necessary information and equipment to look after you.
You will be given approximate pick-up time. Please try to be ready at this time, ensure you have gone to the toilet and have you bag ready. Please note an estimated time of pick-up may change over time depending on competing priorities and resources available. We will make every effort to update you of changes.
Small luggage or bag is suitable.
Should your condition or circumstances change your nurse will contact the the patient flow team to re-assess transfer arrangements.
More information about what to do if you have concerns about your patient transfer.
4
Going home
Thank you for allowing us to be part of your care team.
We understand that illness and country people accessing specialist care in the city a long distance away from home can be a stressful time for families.The team looking after you in the transfer location should discuss your health care journey including plans to return closer to home. It is a good idea to remind the city team of the distance to your home, closest hospital and any practical support you require to assist your travel and accommodation needs.
Request support via Isolated Patient Travel and Accommodation Assistance Scheme (IPTAAS), Aboriginal health practitioner, social worker or nurse in charge.
Ask the healthcare team looking after you to complete IPTAAS documentation before you are discharged.
Transfer concerns
You can ask your healthcare team at any stage about your transfer. If you have concerns ask to speak to the Nurse Unit Manager.
If you're worried about a change in your condition or someone you're caring for, reach out to a doctor or nurse. If you're still worried, you can call the REACH team for an independent assessment.
REACH is a system that you, your family or carer can use if you notice a worrying change or have serious concerns in your condition.
You and your family know you better than anyone, so we want you to tell us, or ask a family or carer to tell us, if you notice a worrying change or a serious concern in your condition. At any time, you can ask the nurse or doctor for your condition and care to be reviewed. We call this a ‘clinical review’.
If you feel like your concerns haven’t been heard, or the condition is getting worse, you can make a REACH call. REACH calls go to a team that give an independent assessment of your condition and can help with your concerns.
In Western NSW Local Health District these are the REACH phone numbers to call:
- Bathurst Health Service – (02) 6330 5308
- Bloomfield Hospital, Orange – (02) 6369 3910
- Dubbo Health Service – 0417 083 199
- Orange Health Service – (02) 6369 3910
- All other hospitals and facilities – 1800 569 000
Sometimes, there can be a lot of information to process when you are in hospital especially when you are feeling unwell. Please feel free to ask any question to staff about where you are being transferred to or any other transfer details. Ensuring you have the right information to make informed decisions.
If you are concerned about your transfer plans, speak to the healthcare team. If you cannot access the information you need from hospital staff on duty please ask to speak to the local health manager.
Support to return home
Arranging transport home from the hospital is the patient’s and family's responsibility. Please make arrangements as soon as a date of discharge has been discussed. If travel forms are required to be completed, please assist by advising staff early.
Speak to a Nurse, Social Worker, Aboriginal Health Practitioner or other Health Worker if you need support to get home. The following services may be available to you.
IPTAAS
Isolated Patients Travel and Accommodation Scheme (IPTAAS) may be able to give you financial assistance with your travel and accommodation expenses if you need to travel long distances for specialist medical treatment that is not available locally.
Community transport
Community transport is a service that offers easy-to-access travel for people who have difficulties using public transport or do not have their own transportation. To be eligible, people must:
Have a mobility disability that prevents them using conventional transport systems.
Live in a more remote area of NSW without access to conventional transport systems.
Need to use community facilities/resources that are unavailable during conventional public transport operating hours.
Please make arrangements with your local provider as soon as a day/date of discharge has been discussed to ensure availability if you require it.
Angel Flight
Angel Flight is a charity that coordinates non-emergency flights to assist country people who are physically able to enter and exit a small aircraft, to access specialist medical treatment that would otherwise be unavailable to them because of vast distance and high travel costs.
All flights are free and may involve travel to medical facilities anywhere in Australia. A referral must be sent to Angel Flight with the authority of a registered health professional (for example, a medical practitioner, nurse or social worker) who is familiar with the passenger’s medical condition.
Depending on the locations involved, the Flight Coordinators require 5–10 working days’ notice for transport assistance. Contact Angel Flight by calling: 1300 726 567
Friendly Faces Helping Hands
Friendly Faces Helping Hands is for rural patients, their carers and families to access practical information and support when hospitalisation is required a long way from home, kin and country: help at your fingertips.
Find out more about Friendly Faces Helping Hands
Country Care Link
Country Care Link can support you if you are going to Sydney to attend health services or receive specialised treatment, the Country Care Link can organise for someone to drive you from the Sydney airport or train station to your medical appointment.
Find out more about Country Care Link
Mary's Story: Navigating Patient Transfers
This webpage was developed in consultation with Mary, a community member who had a challenging experience with her and her son's patient journey involving a metro to rural patient transfer. Together, we hope this resource can assist others in similar situations.
Mary's main tips for a smoother patient journey include:
- Speak to the health service early: Don't wait until the last minute to discuss your need for transport assistance. Early communication can make a significant difference in arranging suitable transportation options.
- Don't be afraid to ask questions: Whether it's about your treatment, transfer process, or available support services, asking questions can help you feel more informed and prepared.
We hope Mary's insights and this webpage can provide valuable guidance and support for those navigating their own patient journeys.