General Information
Welcome
Welcome to The Royal Victorian Eye and Ear Hospital.
No photos or videos
Please do not take photos or videos in this area.
Sex at birth and gender
Victorian health services are required to report a patient’s sex at birth and gender to the Department of Health from 1 July 2024. This information will help us to provide better and more inclusive healthcare to our community. All patients will now be asked the following two questions.
Questions 1- sex at birth.
What was your sex recorded at birth?
Options:
Question 2 – gender.
How do you describe your gender?
Options:
- Man, boy or male
- Woman, girl or female
- Non-binary
- Different term
- Prefer not to say.
Visit the Department of Health website for more information here.
Facemasks at the Eye and Ear
Facemasks are strongly recommended. Please sanitise your hands. Issued by the HRST team, June 2024. Due for revision in January 2025.
Important information to tell staff
Please tell staff if you need an interpreter, if you are deaf or hard of hearing or if you have low vision and can’t see the calling screens.
Unacceptable behaviour at the Eye and Ear
We are here to help, not be abused. The following behaviours are not acceptable towards our staff or others:
- swearing or threats
- shouting
- racist comments
- name calling
- abusive gestures or use of physical force.
If you are abusive or aggressive you may be asked to leave and reported to the Police. Our staff, patients and visitors have the right to be safe.
Parent’s room
Our parent’s room is located on Level 5 via the green lifts. Please let staff know if you are leaving to use the room.
Multifaith room
Our multifaith room is located on level 5 via the green lifts. Please let staff know if you are leaving to use the room.
Eye and Ear WiFi
Use our free guest Wi-Fi:
- Select ‘E+E Guest’ on your devices Wi-Fi settings.
- Read the Acceptable Use Policy.
- Click on accept if you agree to the policy.
No log in or password required.
Don’t be shy, identify!
Are you of Aboriginal and/or Torres Strait Islander Origin? We are asking the question “Are you of Aboriginal and/or Torres Strait Islander origin” to ensure we provide a culturally safe journey through our health service. Contact our Aboriginal health unit to see how we can help further support you. Mirring Ba Wirring: 03 9929 8422 or 03 9929 8159. You can also email at aboriginal.health@eyeandear.org.au.
Your Privacy
We respect and understand the need to maintain your privacy. Please know your personal information is handled carefully by our staff.
Advanced Care Directives
Plan for tomorrow – live for today. An Advanced Care Directive (ACD) is putting a plan in place so you are heard even if you are unable to speak for yourself.
Let staff know if you have an ACD (your legal document about future health decisions).
If you do not have an ACD, next time you’re at the GP, ask about setting one up.
Clearway Tow Away Zones
Read street signs carefully when parking your car in the street, clearways are strictly enforced. Victoria Parade and Albert Street are subject to Clearway Tow Away Zones.
Hospital Café
Café 1863 is located in the Atrium next to main Reception. If you arrive too early to check in, this is a great space to wait.
Medication and Pharmacy
Pharmacy is open Monday to Friday 9am-5:30pm on the Ground Floor next to the Blue Lifts.
- You may be prescribed medicine to use by the doctor. If you take medicines home, you will receive an invoice for the medicine cost in the mail.
- Tell reception of your Concession or Safety Net card details to ensure you are invoiced correctly.
- We participate in the PBS Co-Payment Measure. Please tell our pharmacist if you and/or your child are of Aboriginal or Torres Strait Islander origin.
Patient questions
Questions you may want to ask today about your medication:
- How long do I need to take medication for?
- Are there side effects?
- Are there other treatments available?
- When can I drive?
- Can I have a medical certificate?
Did you know?
The Royal Victorian Eye and Ear Hospital has been a world leader in providing exceptional care for over 160 years:
- In a typical year we care for 136,000 outpatients, over 14,000 inpatients and over 42,000 patients in our 24 hour Emergency Department.
- 5,744 cochlear implants were performed by the end of 2022-2023.
- 100% of Victoria’s public cochlear implants are performed at the Eye and Ear.
- In 2022-2023 we conducted 10,175 appointments using interpreters in over 80 different languages.
- 94% of patients rated their experience as very good.
- We have over 90 specialist clinics for the diagnosis, monitoring and treatment of vision and hearing disorders.
- We have over 60 Consumer Advisors and Volunteers providing support at the hospital.
Feedback at the Eye and Ear
Tell us what we did well and what we can do better. We want and value your feedback, we encourage you to contact us:
You Said, We did
Patient feedback often highlights areas for improvement. Below is an example of how patient feedback led to an improvement at the hospital:
You said: there was a lack of signage for our Emergency Department.
What we did: we installed additional wayfinding signs.
Please keep giving us your feedback you can: visit www.eyeandear.org.au, email feedback@eyeandear.org.au, or use a feedback form in clinic.
Family Violence
Family violence is a health issue. Family violence can impact physical and emotional wellbeing. If you feel unsafe going home, we can help you. Speak to one of our staff members or contact 1800 RESPECT.
Children are safe at the Eye and Ear
At the Eye and Ear we:
- Believe no child should be hurt.
- Believe all children have the right to feel safe.
- Include all children and make sure they are treated with respect.
- Work with children who speak different languages.
- Work with children of all ages and from different backgrounds.
- Treat all children equally.
- Want children to tell us how they feel and what they think.
Patient safety in focus
Visit our Quality Account page on our website here to learn more about how we are keeping you safe. It has videos and interviews from patients, consumers and staff, and details our annual Quality Performance Data.
Live further than 100k’s away?
You could be eligible for reimbursement of some transport costs to attend the hospital.
If you have your completed VPTAS form ask your doctor to sign it today.
Payments can take up to 6-8 weeks to receive. For more information contact 1300 737 073 or vptas@health.vic.gov.au.
My healthcare rights, how can I use the Charter?
The Australian Charter of Healthcare Rights describes what you can expect when receiving health care in Australia. What patients should know:
- I know that I have rights.
- I tell my healthcare provider what is important to me.
- I ask questions.
- I get information that I can understand.
- I can Include my carer, family and friends.
- We make decisions together.
Australian Commision on Safety and Quality in Health Care. For more information on the charter and how it can help you ask a member of staff or visit www.safetyandequality.gov.au/your-rights
Top tips for Safe Health Care
What you need to know for yourself, your family or someone you care for:
- Ask questions: you have the right to ask questions about your care.
- Find good information: not all information is reliable. Ask your doctor for guidance.
- Understand the risks and benefits: find out about your tests and treatments before they happen.
- List all your medicines: ask your doctor of pharmacist if you need more information about the medicines you are taking.
- Confirm details of your operation beforehand: ask to be told who will be doing your procedure and what will happen to you.
- Ask about your care after leaving hospital: ask for a written outline of your treatment and what should happen after you get home.
- Know your rights: you have a number of rights as a patient. Read our guide to find out what they are.
- Understand privacy: your medical information is confidential. You can ask to see your medical record.
- Give feedback: feedback helps health professionals spot when improvements can be made.
Download our free booklet at www.safetyand quality.gov.au/toptips from the Australian Commision on Safety and Quality in Healthcare.
Anaphylaxis facts in Australia
Anaphylaxis occurs when our immune system reacts to an allergen or allergy trigger.
Anaphylaxis is the most severe form of allergic reaction. It must be treated as a medical emergency, as it can be life threatening.
Facts:
- Four million Australians live with allergies, where their immune system reacts to substances that are harmless for most people. That’s one in five Australians.
- Food allergies effect up to two per cent of adults, six per cent of children and 10 per cent of infants.
- Common triggers for anaphylaxis:
- 1. Food such as nuts, milk, fish, shellfish and eggs.
- 2. Insect venoms such as wasp and bee stings.
- 3. Some medicines.
- Anaphylaxis signs and symptoms can vary and include:
- 1. Respiratory.
- 2. Cardiovascular.
- 3. Skin.
- 4. Gastrointestinal.
- Anaphylaxis presentations rose 51 per cent in the five years to 2019-2020.
- One in four Emergency Department Patients don’t receive timely adrenaline injections.
Five steps to stay safe after anaphylaxis:
- Know the signs and symptoms: they differ for everyone.
- Manage your allergy and avoid triggers: to prevent future episodes.
- Have an ASCIA Action Plan: so you or others can act fast in an emergency.
- Always keep your adrenaline injector close by: and know how to use it.
- Follow up with your GP and specialist: to know how to best manage your allergy.
Talk to your healthcare professional if you have questions. Find out more at: www.safetyandquality.gov.au/allergy-safe
REACH out for help
If something isn’t right:
- Talk to your nurse or doctor.
- Talk to a nurse in charge.
- Dial 03 9929 8444, say you are making a REACH call.
Hands up for hand hygiene
Hand hygiene is in your hands. Cleaning hands regularly is a simple and effective way for everyone to reduce the risk of spreading germs. Practice good hand hygiene by hand washing or using the hand sanitisers located throughout the hospital. Put your hands up for hand hygiene and stop the spread of germs.
Consent to treatment, it’s your choice
Before you receive any type of medical treatment, test or procedure your clinician will ask you to give your consent. If for some reason you are unable to give consent or are under 16, a relative/carer may do so on your behalf. This can be done in writing or in person. Your clinician should explain things to you in a way you can understand. Interpreters are available if needed.
Some questions you may want to ask are:
- What condition do I have?
- What treatment are you suggesting?
- Are there any risks with the proposed treatment procedure?
- Is there any alternative treatment?
- What will happen if I don’t do anything?
- What drugs will I be given and what will they do?
- Will they have any side effects?
- What do I need to do when I go home from hospital?
We are partners in your healthcare. If you have further questions regarding consent please speak to your clinician. A detailed explanation of consent can be found on our website.
Donate today
Grateful for your treatment today? You may wish to consider donating to the Eye and Ear. As Australia’s only specialist eye, ear, nose and throat hospital, we have been caring for the community since 1863, and there’s much still to do.
Donations enable the Eye and Ear to:
- Purchase medical equipment.
- Upgrade hospital facilities and infrastructure.
- Improve the care experience of patients and their families.
- Fund groundbreaking research to prevent vision and hearing loss.
You can donate online via our website at www.donate.eyeandear.org.au or in person at the hospital’s cashier.
Providing quality care to our patients
The Eye and Ear is pleased to announce we’ve successfully completed our National Safety and Quality Health Service (NSQHS) Standards accreditation.
This accreditation assessed the hospital against the eight NSQHS Standards and demonstrates our capability to deliver high-quality care to our patients.
Eight National Standards – keeping you safe
At the Eye and Ear we are accredited so you can be confident that you are receiving quality and safe healthcare. Here are the eight national standards:
- Clinical Governance: there are systems in place to keep our care safe, reliable and high quality for our patients.
- Partnering with Consumers: patients are involved with their care and give input on how our systems are designed and delivered.
- Preventing and Controlling Infection: we work hard to reduce the chances of patients and staff getting preventable infections.
- Medication Safety: medication mistakes are reduced by making sure we prescribe and give medicines correctly.
- Comprehensive care: systems are designed and monitored to deliver care safely and manage the risk of patient harm.
- Communicating for Safety: we have effective ways to communicate and keep records for patients, their carers, clinicians and the health service.
- Blood Management: patients’ blood and any blood products they receive are safe and appropriate.
- Recognising and Responding to Acute Deterioration: we quickly recognise when a patient’s condition is getting worse and take action.
How to apply eye drops
Struggling with your eye drops? Read our dedicated ‘How to Apply Eye Drops’ fact sheet here.
