Specialist care in hospitals

Specialist care in hospitals is an important link between hospital and community and provide access to:

• medical, nursing, midwifery and allied health professionals for assessment, diagnosis and treatment
• ongoing specialist management of chronic and complex conditions in collaboration with community healthcare professionals
• pre- and post- admitted care (including surgery)
• maternity care
• related diagnostic services, such as pathology and imaging.

Specialist care services are for people who are not currently admitted to hospital.

There are different specialist care clinics to help you with specific health problems, conditions or services. Expert teams, including medical, surgical, nursing, midwifery and allied health professionals provide specialised services.

Types of specialist medical, nursing and allied health care

The range of specialist care provided at a hospital is determined by local health care needs. To find out more about your local specialist care, please contact your local hospital or local doctor.

Referrals for a specialist care

Patients are referred to specialist care by general practitioners, specialists and other community-based healthcare providers, as well as clinicians in emergency departments, inpatient units and other areas of the hospital.

Once the hospital has accepted your referral, the clinic staff will book your appointment, based on the information the referring doctor has provided about your condition, including how urgent it is. You may receive an appointment date straightaway or be placed on a waiting list to receive an appointment later. The hospital will contact you and your referrer with information about the outcome of your referral.

Your referral to specialist care may not be valid indefinitely, and the specialist care staff may ask you to go back to your local doctor or referring specialist to get your referral renewed if it has expired.

Waiting times for a specialist care appointment

Waiting times for appointments vary across specialties and hospitals. You can read an information sheet about wait lists (available in 22 community languages) in the Specialist clinics communication toolkit.

While you are waiting for your specialist care appointment, the hospital might contact you to check if you still need it. This is a normal process. They might contact you in different ways, such as by Phone, letter or text message (SMS). You might also receive a text message through VicKey asking to complete a short survey about your appointment or procedure.

For more information or further support, please contact your hospital.
If you are concerned about managing your condition while you wait for an appointment, you may wish to speak to the doctor who referred you and discuss the options available to you. They may be able to suggest treatments to assist you while you are waiting for a specialist care appointment.

Your local doctor is usually the best person to manage your health until you are seen at the hospital. Contact them if you are concerned about your condition and they will advise the clinic staff if your condition is deteriorating. In an emergency, you should dial 000 for an ambulance or go to an emergency department.

Arranging your appointment

You will receive a text, letter or telephone call from the specialist care clinic offering you an appointment. You may also receive other messages relating to your appointment. For example, some doctors may request that you have special tests completed prior to your appointment, such as x-rays or blood tests.

Many clinics for specialist care are open Monday to Friday from 8.30 am to 4.30 pm and are closed on public holidays. Some clinics may run on a specific day and time of the week.

It is important that you text, telephone or write to the hospital you have been referred to if you change your address or telephone number so that they can still contact you.

You may also receive other information from the hospital, including:

• Clinic phone number – a telephone number to call if you have any questions about your appointment.
• Patient identification number – depending on the hospital you have been referred to, you may receive a designated patient number. When you call the hospital, you may be asked to quote this number. This helps staff view your appointment history and answer your questions.
• A map – you may be provided with a map outlining transport options, parking, and where to find the clinic.
• Patient’s rights and responsibilities information – this will explain your rights and responsibilities as a patient attending a specialist care appointment. It will include details about the privacy and confidentiality of your health information.
• Telehealth – how you can arrange a telehealth appointment.
• Interpreter information – will include information about the interpreter service and a number to call if you would like to arrange an interpreter. Staff will then book an interpreter for you. Please check your letter for a timeframe for making interpreter bookings as they can be difficult to book at short notice. There is no charge to you for using an interpreter.
• Cultural support – information about how to access the hospital’s language or disability support and how to access liaison services to support Culturally and Linguistically Diverse (CALD) patients and Aboriginal liaison officers.

You can read an information sheet about new appointments and telehealth appointments (available in 22 community languages) in the Specialist clinics communication toolkit.

Appointments for people with special needs

Hospital clinics will accommodate patients with special needs when attending their specialist care appointments. If you are hearing or visually impaired, need an interpreter, require access liaison services to support culturally and linguistically diverse (CALD) patients and Aboriginal liaison officers, or that you want a carer, family member, or supporter to attend the appointment with you, it is important that you notify the clinic prior to your appointment so that assistance can be arranged for you.

Arranging a telehealth appointment

Telehealth (also known as virtual care) allows consumers and patients to access health care closer to home or in the home. Telehealth can involve both phone and video consultations. It allows patients to safely and conveniently access remote healthcare in place of a face-to-face care if clinically appropriate.

Telehealth is provided by most Victorian public health services. To discuss whether this option is available and right for you, contact your clinician, health care provider or local health service.

You may choose to have family members, carers or friends attend the telehealth appointment with you.

To learn more about telehealth as an option see What is telehealth.

Changing or cancelling your appointment

If you need to change your appointment, contact the hospital as soon as possible. Staff will be able to move your appointment to a date or time that is more suitable for you, although this might mean a longer wait.

If you miss appointments without notifying the hospital, you may have to start over by getting a new referral from your local doctor.

If you no longer need your appointment, please contact the hospital to let them know. This helps free up the appointment for another patient.

Preparing for your appointment

Preparing for your appointment is the same for an appointment in person at a hospital and via telehealth. Before your appointment, make sure that you:

• obtain any test results needed
• make a list of any medication or supplements that you take
• write down any questions that you have for the doctor, nurse, or allied health staff.

On the day of your appointment, please bring:

• the appointment letter you received from the hospital
• any relevant test results including x-rays, scans (computed tomography (CT) scan or ultrasound) or blood tests
• a list of any current medication you are taking
• your Medicare card, your pension card (if you have one) and any other concession cards you hold
• your local doctor’s address and phone number
• any medication or dietary supplements you may require during your visit
• toys or books for children who are attending the clinic with you.

Transport assistance to a specialist clinic

Specialised transport assistance can be provided for people who have a clinical need. Please discuss with your referring doctor whether you require transport assistance, and the type of transport you need to take you to and from your appointment.

Victorian Patient Travel Assistance Scheme (VPTAS)

The Victorian Patient Travel Assistance Scheme(VPTAS) is a Victorian Government initiative that helps rural and remote Victorians with travel and accommodation costs when they need to travel more than 100 kilometres for healthcare.

Your local doctor or hospital can help you access VPTAS forms or you can get them from the VPTAS website. For further information or questions contact the VPTAS Office on 1300 737 073 or email vptas@dhhs.vic.gov.au.

Bringing someone with you to the specialist care appointment

You are welcome to bring a friend, relative, supporter or carer with you to the specialist clinic appointment both in person and via telehealth.

If you need someone to care for you at home, it is important that your carer comes with you to the appointment. If you are cared for in a nursing home, it is recommended that a member of the nursing home staff attends the appointment with you.

Car parking at specialist clinics

Patient set down/pick-up zones are usually situated close to the specialist care clinics. The hospital will be able to give you information about car parking and parking charges.

What do I need to do when I arrive at the specialist care appointment?

When you arrive for an in-person appointment, please go to the reception check-in desk. Staff will check your details and may ask to see your Medicare or pension card. They will then direct you to the waiting area for your clinic.

Some hospitals are introducing automated check-in systems. Please follow the directions in the letter you received about your specialist care appointment or ask the reception staff at the check-in desk.

If you have a telehealth appointment, your hospital will provide you with information about what you will need and instructions on how to connect to the call. It’s important that you find a private, quiet and comfortable space. It is also recommended you run pre-call test before your appointment to test your connection and make sure your sound and camera work.

How long will my appointment take?

For both telehealth and in person appointments, it is recommended that you allow up to two hours for your appointment. All patients are given a specific appointment time. There may be more than one patient with a particular appointment time because there will be more than one staff member working in the clinic at that time.

Although appointments are for a set time, delays can occur. The staff may be delayed by needing to discuss a complicated treatment or diagnosis with a patient, or they may be required urgently in other parts of the hospital. Should any such delays occur, you will be kept informed by the clinic staff. Another appointment can be arranged for you if you are unable to wait for your appointment.

Plan to arrive ten minutes before your allocated appointment to allow time to complete any necessary paperwork, especially at your first visit. For telehealth appointments it is a good idea to connect to the call ten minutes early to check the connection, sound and audio of your device. You will wait in a virtual waiting room until the clinician connects to the call.

Will I be seen by medical students?

Patients may be seen by a range of health care professionals, including students from allied health, nursing and medicine who are in different stages of their training. Public hospitals are teaching hospitals and it is intended that students interact with patients to increase their clinical knowledge. However, it is your right to refuse to be seen by a student.

Your doctor should introduce these staff to you. If you do not want additional staff present please let the doctor know. This will not affect your care in any way.

Asking questions during your appointment

If you don’t understand anything that is discussed with you during your appointment, ask for it to be explained to you again. You may ask the doctor, nurse, or allied health staff questions at any time.

Medical certificates

You should ask the doctor during your appointment for a medical certificate if you require one.

How many times will I need to attend the specialist care?

The number of appointments you will need will depend on the reason for your referral. Specialist care services are provided only for as long as you need the expert care or opinion of a hospital specialist. The doctor, nurse, or allied health staff you see in the clinic will discuss how many times you will need to attend.

You will be discharged back to the care of your local doctor (GP), or another community service, when you no longer need to attend the clinic. A letter will be sent to your referring local doctor or other healthcare professional about the care that you have received from the clinic and ongoing management if required.

What if I don’t have a GP?

All patients are encouraged to have a local doctor. Specialists deal with a specific aspect of your health for a limited time, while a local doctor will know about all of your health needs and is usually the first person you see when you want help or advice about a health condition.

Your local doctor will also help you to manage your health when you either no longer need specialist care or are in-between visits to a specialist. This can be very important in helping you stay well and making sure any new health problems or complications are diagnosed and treated as early as possible.

What should I do if I have concerns about the specialist care service?

You can give your opinion about the care or service you receive in any part of the hospital. This may be in the form of a compliment or a complaint.

Every Victorian public hospital has a patient representative, and their name and telephone number can be provided to you by the health service. This person is your contact if you have any concerns or compliments about the treatment you received at the hospital. The patient representative will work with you to find a resolution to any complaint, or, if necessary, investigate the matter further.