Overview
The Complex Care program is a short term care coordination service provided by multidisciplinary clinicians. The program supports people over 18 years of age with chronic disease and/ or complex needs to better understand and manage their health and social needs. The program provides goal-orientated strategies for clients to self-manage their health including education specific to the client’s medical condition.
Getting here
Find us at:
Werribee Mercy Hospital
300 Princes Highway
Werribee Victoria 3030
For more information on getting here, visit Continuing Care Centre or find out more about Werribee Mercy Hospital.
Location details
Catherine McAuley Building, ground floor, Continuing Care Centre
On-site signage and indicators
Look for the Continuing Care Centre, Health Independence Program signs on-site.
How can people get access?
The Complex Care program can be accessed from the ground floor of the Catherine McAuley Centre which is known as the Continuing Care Centre.
The closest car park to the Catherine McAuley Centre is at the front of the hospital. Enter the car park from Hoppers Lane.
Parking
Parking is available at the Werribee Mercy Hospital site. A pick-up and drop-off zone at the main entrance is also available.
The nearest car park is the main entrance car park which is accessed via the main hospital entrance on Hoppers Lane. Parking spaces are limited in the main entrance car park.
If the main entrance car park is full, additional parking is available in the multi-storey car park at the back of the hospital. This car park can be accessed from the Princes Highway, after the Emergency Department entrance.
Parking costs are available on the main hospital information page.
Accessible parking is available in the main entrance car park for patients and visitors who hold a valid disability parking permit. Accessible parking is also available near entrances to the Emergency Department, Outpatient Clinic and Maternity Unit.
Patient bus service
The Werribee Mercy Hospital bus service is a free service to help you get around our hospital. The bus transports patients and visitors between the following locations:
- Multi-storey car park
- Hospital main entrance
- Gabrielle Jennings Centre (palliative care inpatient service)
- Outpatient Clinics
The bus operates seven days a week from 8.00am – 8.00pm.
If you need the bus service, please call (03) 8754 3000 to arrange transport.
Your appointment
What to bring
We encourage you to bring your carer or support person with you to your appointment if you have one.
Please bring your advance care directive if you have one.
Please see the Health Independence Program for further information of what to bring.
What to expect on the day
More information
Team Composition
Nurses, Allied Health professionals
Additional support
Following your assessment, a treatment program is developed with you based on your personal goals.
Opportunities to be involved in research
We regularly participate in research projects. You can find out more about these projects at your first appointment, including how your participation may benefit other people and improve the care we provide. Your participation in research is optional.
Who to call if you have concerns afterwards
Please contact your GP if you have any concerns about your health.
For health professionals
Referrals to this service are assessed against clincial prioritisation criteria. Please utilise HealthPathways to assist in making the referral. Referrals which do not meet the minimum referral requirements will be declined.
Our referral instructions and templates page explains how to refer to Mercy Health and provides you with the latest referral forms. Please use Health Independence Program referral template when referring to HIP services.
The Complex Care program is a short term care coordination service provided by multidisciplinary clinicians who supports people over 18 years of age with chronic disease and/ or complex needs to better understand and manage their health and social needs. The program provides goal-orientated strategies to self-manage their health including education specific to the client’s medical condition.
How to prepare the patient
Please advise your client that it takes eight days to process a complete referral. Your referral will be acknowledged by fax and we will advise you of the referral outcome. Your client will be contacted by the intake unit (either by phone or letter) advising of either an appointment or allocation to the waiting list.
If your client’s condition changes before they see the therapist, they should either contact their GP or go to an Emergency Department.
What/when you should refer to us
Adults who have:
- moderate to severe chronic disease
- significant complex and psychosocial needs
- frequently present to ED due to complex social, functional, psychological or environmental needs, and;
- require short term care coordination.
What/when you should not refer to us
- paediatric referrals younger than 16 years old
- request for psychology or neuropsychology
Contacts
Emergecny contacts
NURSE-ON-CALL
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Phone numbers:
NURSE-ON-CALL
1300 60 60 24
24 hours a day, 7 days a week
- Website: NURSE-ON-CALL - health.vic
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About:
NURSE-ON-CALL is a phone service that provides immediate, expert health advice from a registered nurse.
If you think your situation is an emergency, you should always call 000 or go to an emergency department at a hospital.
Call for the cost of a local call from anywhere in Victoria for health advice 24 hours a day (calls from mobile phones may be charged at a higher rate).
NURSE-ON-CALL puts you directly in touch with a registered nurse for caring, professional health advice around the clock. You may need us when:
– you or someone you’re caring for is feeling unwell
– you are not sure if you should seek medical help
– you’re away from home or situated a long way from medical help
– you simply want advice or information about health services in your area.What happens when I call for advice?
Step 1 – a registered nurse will answer your call and collect some basic details.Step 2 – the nurse will then ask you a series of questions about your symptoms and other issues relating to your health.
Step 3 – at the end of the call the nurse may suggest ways you can care for yourself, advise you to contact a GP or, in the event that your condition is very serious, transfer the call to 000. Note that nurses do not provide a full diagnosis of your symptoms.
NURSE-ON-CALL uses the most up-to-date health information available, giving you and your family the highest quality advice. All information you provide remains confidential and records are fully secure.
Mental Health Triage
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Phone numbers:
Mental Health Triage
1300 657 259
24 hours, 7 days a week
- Website: Mercy Mental Health Triage
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About:
If you are experiencing mental distress or you are seeking treatment for a mental health problem, please phone the triage line
For emergencies requiring immediate assistance, call 000.
You may need to leave a message on an answering service and the triage worker will return your call as soon as possible.
Emergency Department
- Website: Emergency Department
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Address:
300 Princes Highway
Werribee Victoria 3030
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About:
The Werribee Mercy Hospital Emergency Department provides urgent assessment and treatment for people of all ages, and for all conditions.
For non-urgent conditions, there are general practitioners (GPs) located near the hospital who are available until late in the evening.
If you are unsure about your condition, or you are concerned about a family member, come to the Emergency Department.
For patients
Health Independence Program
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Phone numbers:
Health Independence Program
03 8754 3800
- Phone number: 03 8754 3281
- Email address: [email protected]
- Website: Health Independence Program (HIP)
- Opening hours: Monday–Friday, 8am–4.30pm
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About:
We consult face-to-face, over the phone or via email during business hours. After hours, you can leave a message on our answering machine or send an email.
Better Health Channel
- Website: betterhealth.vic.gov.au
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About:
We provide health and medical information to improve the health and wellbeing of people and the communities they live in. This information is:
- quality-assured and reliable
- up-to-date
- locally relevant
- easy to understand.
The information on our site aims to help people understand and manage their health and medical conditions. It does not replace care provided by medical practitioners and other qualified health professionals.
We are fully funded by the Victorian Government, with no commercial advertising or corporate sponsorship.
Diabetes Australia
- Website: www.diabetesaustralia.com.au
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About:
Provides information on diabetes for patients, families and health professionals.
Heart Foundation Australia
- Website: www.heartfoundation.org.au
-
About:
Provides information on heart health for patients, families and health professionals.
Stroke Foundation
- Website: strokefoundation.org.au
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About:
Education and resources about stroke.
Asthma Australia
- Website: www.asthmaaustralia.org.au
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About:
Education and resources about asthma.
Lung Foundation
- Website: lungfoundation.com.au
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About:
Education and resources about lung health.
For health professionals
HealthPathways Melbourne
- Email address: [email protected]
- Website: HealthPathways Melbourne
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About:
HealthPathways Melbourne provides clinicians with a single website to access clinical and referral pathways, and resources. Pathways are created by local GPs, working in partnership with specialists, nurses, allied health and other health professionals.
Mercy Health recommends clinicians to access HealthPathways Melbourne for guidance in assessing, managing and referring for patient conditions (login required).
Referrals to outpatient clinics at Mercy Health will be triaged against clinical information and investigations based on these guidelines.
Referrals that do not meet the required clinical information and investigations will not be accepted.
HealthPathways Melbourne is available for free to health professionals working in the North Western Melbourne and Eastern Melbourne Primary Health Network catchments.
Email HealthPathways to request access or if you need to confirm your username and password.
Donate to the Mercy Health Foundation
The Mercy Health Foundation supports programs to improve the health and wellbeing of those in need. Your donation makes a difference in hospitals, nurseries, aged care homes, and the general community.
Providing feedback
We value feedback from the people we care for, including from your families, friends, carers, and our broader community. Find out how to register a concern, complaint or compliment, or make a suggestion for improvement at Mercy Health.
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