General information

The Victoria Clinic's Intake Department works to ensure that the admission process is as easy as possible for our patients.

Equally important is helping potential patients and families to feel comfortable and knowledgeable about the hospitalisation process.

We encourage you to call and speak to one of our Intake Managers about the programs and services that are offered by The Victoria Clinic.

To begin the process, all you need to do is pick up the phone and call our Intake Department.

Someone is available 24 hours a day, 7 days a week to take your call on (03) 9526 0258.

You may find it helpful during your stay, to speak with individuals who have lived experience of mental illness and recovery.

Our Consumer Consultants have been patients of The Victoria Clinic (or other Healthscope sites), who proceed through external training specific to working with their peers in the mental health environment.

Their role is to provide you with support, advice and advocacy whilst ensuring that we can be responsive to your needs.

Please click HERE to read more about the role of the Consumer Consultants and how they can support you.


Discharge time from hospital is 10am daily. Please arrange for your carer to collect you from the hospital by 9.30am.

Alternatively, reception staff can arrange a taxi for you if required.

It is very likely that your bed has been booked for another patient so adherence to discharge times is critical.

Before you go

Before you leave hospital, make sure that you or your carer:

  • Know what further care you require at home
  • Collect medication that will be required
  • Know when and where your follow-up appointments are
  • Where relevant, outreach appointment is made
  • Finalise your account.

It is important that you report to reception before leaving the hospital to ensure that you are discharged from our system and to finalise your account.

In the majority of cases the hospital will claim directly to your health fund. You will be required to pay any amounts not covered by your health insurance fund and for claims that are rejected by health funds, at the time of discharge.

Feedback and patient satisfaction

The Victoria Clinic is committed to delivering the highest quality of health care in an environment that is constantly striving to exceed your expectations. Feedback systems are part of our quality improvement program and enhance our service by:

  • Identifying areas that need improvement
  • Providing opportunity to individually meet our patients needs
  • Giving our patients an opportunity to have their legitimate complaints considered within a clearly defined process.

Feedback can be made by discussing issues in person with the Nurse Unit Manager of the ward, the Customer Services Officer on (03) 9526 0252 or by completing the 'Contact Us' section of the website.

Upon receipt of your feedback our Customer Services Officer will contact you.


The Victoria Clinic offers a range of shared and private rooms.

Private rooms are subject to availability. If your preferred room is not available immediately, every effort will be made to move you to your desired accommodation as soon as possible.

Our facilities include:

  • Private and shared accommodation
  • En-suite bathrooms
  • Nurse call handsets at each bed
  • Personal televisions
  • Direct dial bedside phones
  • Free local calls.


The Victoria Clinic aims to provide you with a selection of appetising meals to provide the appropriate nourishment to aid recovery.

Special dietary requests can be met if required and a dietician is available upon referral from your doctor.

All meals will be freshly prepared in the hospitals kitchen. The meals are prepared in consulataion with the hospital dietician who is available to tend to any special dietary requirements.

During your hospital stay your doctor may request that you have a specific diet. This diet is related to your clinical condition and/or your stage of recovery, and is aimed to aid your path to a full recovery. For this reason any food brought to you by visitors should ony be consumed in consultation with your nursing staff.

Patient accounts

The hospital has a computerised patient information system and your account is maintained as your stay progresses. At the end of your stay with us you will need to see a discharge clerk at the hospitals main reception to finalise any outstanding charges you may have incurred during your stay.

Please note that medical, allied health, radiology, pathology and pharmacy will be billed separately by the relevant provider, after your stay.

Hospital fees

Hospital staff at the front office are available to discuss the hospital fee structure and patient accounts. They can be contacted on extension 9 Monday to Friday from 8.00am to 8.00pm.

Methods of payment accepted are credit card (fees apply), EFTPOS and cash only.

The Victoria Clinic does not accept personal cheques as payment.

Patients with private health insurance

The Victoria Clinic is recognised by all major health funds.

Please discuss your hospitalisation with your health fund if you are unsure what benefits may apply, or speak to our admissions or discharge clerk.

It is important to check the following with your health fund:

Your insurance covers the cost of any treatment and accommodation.

If you will need to pay an excess, your health fund may only pay for part of your stay.

You should also contact your health fund if:

  • You have been with the fund for less than a year
  • Your condition, or any symptoms of your condition existed before joining the fund
  • You have changed your level of cover or health fun.

If for any reason your health insurance fund rejects your hospital claim, you will be liable for the full cost of your hospitalisation.

If you require an interpreter, please contact your consultant psychiatrist or a nursing staff member.

A confidential record will be kept of your hospital stay and access to this information is limited to those professionals involved in your treatment.

The content of your record will be released only with your consent or where required by law.

If you wish to request a copy of your medical records please contact the Health Information Manager on (03) 9526 0200 or by completing the 'Contact Us' section of this website.

Upon receipt of your request the Health Information Manager will contact you.

It is our goal to provide the highest quality of healthcare to our clients.

In order to do so, we have established some guidelines for your stay. Please review the following guidelines for personal items permitted during your hospital admission:

  • Soap
  • Jacket or sweatshirt without strings
  • Comfortable, slip-on shoes or slippers
  • e-Cigarettes are strictly prohibited
  • No inappropriate shirt logos
  • Grooming supplies should be kept to a minimum with no alcohol content and be in plastic containers. No glass mirrors will be permitted
  • No electronic equipment, computer and smart device cords will be allowed, these devices will be recharged at the nurses' station
  • For safety reasons, all electrical appliances brought into hospital require testing by the maintenance department, prior to them being used within the hospital
  • Flowers, gifts and mail can be delivered to you room by staff.

You are also required to bring the following paperwork with you for admission:

  • Name and contact details of your next of kin and a second contact person
  • Name and contact details of your General Practitioner
  • Medicare Card
  • Department of Veteran's Affairs Cards
  • Private Health Insurance Membership Card
  • Safety Net Card
  • Pharmacy Entitlement Card
  • Drivers licence or accepted identification
  • Workcover or Transport Accident Commission insurance details
  • Any letters from your doctor
  • Relevant x-rays
  • Health history
  • All medication you are currently taking (in original packaging)
  • Cardiac card and /or book.

If you wish to speak to a minister of religion, The Victoria Clinic is in touch with the various denominations in the neighborhood, and are happy to be contacted.

Please speak to your nurse who can arrange pastoral care.

Private room with private ensuite or shared room with en-suite are available at The Victoria Clinic.

While we endeavour to facilitate requests for a private room, at times this is dependent on the medical/mental health needs of patients already in the hospital and occupancy levels.

Please discuss any accommodation issues which may arise with your nurse or the Nurse Unit Manager.

Room facilities

Your room is air-conditioned for your personal comfort. An adjustment controlis located in each room. A console located next to the bed contains controls for TV, lighting, radio and nurse call.

Outgoing calls

There is a telephone beside each bed.

To make a local call dial “0”, listen for the dial tone then dial the number. All local calls are free of charge.

For all other calls, phone cards may be used and are available for purchase at reception.

Incoming calls

All incoming calls to the hospital go through the main switchboard.

The number for relatives to contact the hospital is (03) 9526 0200. You will also receive the direct phone number to your room for relatives to call on admission.

If for any reason you wish not to receive calls, please notify the nursing staff. If a red light appears on the phone in your room, a message has been left for you.

To retrieve your message, pick up the handset, press 1 and follow the prompts.

It is strongly recommended that you do not bring jewellery or large amounts of money to the clinic as provisions for safe custody are limited.

The clinic takes every care, and regrettably cannot accept liability for any valuable items brought to the hospital. Therefore it is advisable that only a small amount of cash be held.

A bedside lockable drawer is provided for your convenience.

To get a key for the drawer, a $20 deposit is payable to reception. Please keep this drawer locked at all times and remember to remove the key, especially when your room is unattended.


Preparing for your stay



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