General information

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

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

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

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

Someone is available 24 hours a day, 7 days a week to take yourcall 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 hospitals), 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.

If you’d like to speak to a consumer consultant, please talk to your psychiatrist or nurse.

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 keeping 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
  • Collect all belongings held in the nurses’ station
  • 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.

In the week following your discharge you may be sent an online feedback form via email that you are welcome to complete.

Alternatively, feedback can be made by:

  • Discussing issues in person with the Nurse Unit Manager of the ward
  • Completing the 'Contact Us' section of the website
  • Completing a feedback form available at reception

Your feedback is reviewed by The Victoria Clinic, and you may be contacted to discuss it further.


The Victoria Clinic offers a range of private and shared 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
  • Ensuite bathrooms
  • Nurse call handsets at each bed and in each ensuite
  • Personal televisions
  • Upon request, direct-dial bedside phones


The Victoria Clinic aims to provide you with a selection of appetising and nourishing meals, which are freshly prepared in the hospital’s kitchen.

We can cater for a variety of diets. If you have any dietary requirements or restrictions, please inform nursing staff upon admission so we can update your file. There are dieticians available if you wish to seek their advice.

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 only 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 hospital’s 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 reception are available to discuss the hospital fee structure and patient accounts. They can be contacted on 03 9526 0200 or extension 9 Monday to Friday from 8.00am to 8.00pm.

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

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 Manager.

It is important to check if your health fund:

  • covers the cost of any treatment and accommodation.
  • requires you to pay an excess,
  • has any limitations on the length 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 fund.

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 let our Intake Manager know before admission, or 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:

Items that are prohibited

The following items can present a risk either to you or to other people. We request you do not bring them with you.

Sharp objects

  • Knives of any kind
  • Wire
  • Razor Blades
  • Cutlery
  • Needles, syringes


  • Hair straighteners, curling wands or hair clippers
  • Fans, heaters
  • Electric blankets
  • Personal irons*
  • Lights or lamps


  • Mirrors
  • Photo frames
  • Glass bottles, jars & cups
  • Vases


  • Alcohol
  • Illicit/ illegal drugs and paraphernalia
  • Non-prescribed medications

Other items

  • Plastic bags
  • Oil burners or candles
  • Vaporisers
  • E-cigarettes (we can offer nicotine patches as a replacement)
  • Coat hangers
  • Tools
  • Hot water bottles, heat packs of any kind
  • Helium balloons
  • Cans - soft drink & food cans
  • Linen bags with cords
  • Measuring & electrical tapes
  • Exercise equipment
  • No inappropriate shirt logos

Items that are controlled

These items can be considered for temporary use by you but will be stored in a secure area by staff when not in use.

  • Disposable razors
  • Scissors
  • Any cords over 30cm - phone chargers, ear phones, ear buds, head phones etc.
  • Cables
  • Hair dryer*
  • Shower caps
  • Electric Shaver
  • Washing powder
  • Nail polish remover
  • Perfume Bottles
  • Musical Instruments
  • Art and craft materials
  • Tubing
  • Hospital iron*
  • Pillow and doona
  • Umbrellas
  • Grooming supplies should be kept to a minimum with no alcohol content and be in plastic containers.

* The hospital has a hair dryer & iron.

Items that might be helpful for your stay:

  • Jacket or sweatshirt without strings
  • Comfortable, slip-on shoes or slippers (but no thongs)
  • Short charging cords for android phones and iPhones are available for purchase at reception (but will need to undergo testing before use)
  • Toiletries such as soap, body wash, toothbrush and toothpaste, roll on deodorant in plastic bottle
  • 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 your room by staff.
  • Active wear for the exercise classes, such as tracksuit pants, shorts, t-shirts and comfortable walking shoes. Having an umbrella can be helpful for wet weather on the group walk
  • Plastic or metallic water bottle (no glass)
  • $20 cash deposit for the room secure draw key you’re welcome to bring snacks, but we encourage you to not eat in your room

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). If you require additional supplies of your current medications, you will be charged for the by the pharmacy.
  • 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 neighbourhood, 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 ensuite 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/heated for your personal comfort. Controls are located in each room. A console located next to the bed contains controls for TV, lighting, radio and nurse call.

Outgoing calls

If you’d like a phone in your room you can request one from reception

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 you choose to have a landline phone in your room.

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 (the drawer can fit iPads, wallets, and some laptops 15 inch or smaller etc.)

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.



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