Patient Services

We understand that each individual's health journey is unique, and our team is committed to ensuring that you receive personalised support tailored to your needs.

Here you will find information on the following:

Patient Areas

Dhelkaya Health comprises two campuses with services catering to diverse healthcare needs. The Castlemaine Campus includes The Connolly Unit, The Geroe Unit, Operating Theatres, the Urgent Care Centre and Maternity Services. The Maldon Campus comprises a Minor Injuries and Illnesses Clinic and the George Ray Ward, which comprises four beds for medical, palliative care, and transitional care program admissions.

Admission And Discharge

For admission, treatment, or diagnostic services at Dhelkaya Health, a referral from a medical practitioner or surgeon with admitting rights is required. Discharge from the hospital typically involves sending a summary letter to the local doctor, health care provider, or referring service.

Patient care

At Dhelkaya Health, patient engagement is emphasised through the R.E.A.C.H. communication process, allowing individuals or their loved ones to express concerns about unaddressed patient issues. The acronym stands for Recognize, Engage, Act, Call, and Help, guiding individuals through raising concerns with healthcare staff.
The hospital encourages family involvement in patient care, offering opportunities for participation in case conferences. This section covers essential aspects such as procedure consent, fall prevention, handovers between shifts, transportation options, pet therapy, nutrition, infection prevention, and medication management.

Patient Facilities

Dhelkaya Health provides various amenities for patients' comfort and convenience, including a hairdressing service, laundry services, information on flowers and plants, entertainment, and an onsite cafe.

Patient health information

When you engage with any service provided by Dhelkaya Health, a health record is created for you. The record contains essential identification, contact details, billing information, and details about your condition and treatment. This record is updated with each visit and stored securely in computer systems and paper records. The information ensures comprehensive care by giving health professionals a complete view of your medical history. You can access your health information in most circumstances.

Feedback And Complaints

Dhelkaya Health welcomes your feedback on our care and services. We take all feedback seriously, and your details will remain confidential. If you have immediate concerns or suggestions, please speak to a staff member immediately to resolve matters as soon as possible. Compliments, complaints and suggestions help us improve.
Feedback forms can be completed online and are available from Reception, unit staff or by calling (03) 5471 3679. If you feel that your concern was not appropriately addressed, please complete a feedback form by clicking the 'Contact Us' button below so the issue can be formally investigated. If you need help providing feedback, phone (03) 5471 3679. You may also discuss your concern with Dhelkaya Health’s Executive Director of Clinical and Aged Care Services.

If your formal complaint is not resolved to your satisfaction, please use the button below to contact the Victorian Health Complaints Commissioner.

Accounts and charges

After receiving treatment at Dhelkaya Health, you may encounter out-of-pocket expenses for some services. Charges for community services, like District Nursing, may apply, but fees can be waived or reduced in cases of financial hardship. The team at Dhelkaya Health can assist with information regarding payments, insurance, and any out-of-pocket expenses.