Patient information

Our patients are at the heart of everything we do and every decision we make. We are constantly upgrading and refurbishing our facilities to provide you with state of the art equipment, facilities and comfort. We aim to do everything we can to make your stay as comfortable, safe, and as restorative as possible.

COVID-19 and elective surgery.  What you need to know.

Things to know if you have an upcoming surgery at The Bays.  Please read this Patient Information fact sheet.


Before your stay
  • Contact your health fund/insurer to check your membership and that your procedure is covered by your policy. If an excess applies, it will be payable at the time of admission, along with any known out of pocket expenses. 
  • Complete the admission paperwork and return it to us one week before your admission.
    • If this is not possible, please contact us two days before your stay on (03) 5975 2009.
    • We will contact you on the working day prior to your admission to confirm your admission time and any out of pocket expenses.
  • If you are very frail or have any special needs please contact us prior to admission.
What to bring to hospital
Clinical information
  • Any admission paperwork not yet mailed to us
  • Any correspondence from your doctor
  • All relevant  scans or x-rays
  • An up to date list of all your medications from your doctor or pharmacist
  • All your current medications in their original packaging (including inhalers, patches, drops, herbal or complementary medicines)
Insurance information
  • Medicare card
  • Health Fund card
  • Pharmaceutical Safety Net card if you have one
  • Any correspondence from WorkCover or TAC, your insurer details and copy of the approval claim number if applicable
  • Veterans’ DVA card, Pensioner Concession card
  • Credit card/EFTPOS card or other preferred method of payment. Please note that we do not accept AMEX or Diners Card
Personal items
  • Pyjamas, nightdress, comfortable casual clothes, dressing gown, slippers or soft shoes
    •  Please note that we are unable to wash clothing for you.
  • Toiletries (for example soap and toothpaste)
  • Compression stockings if you have them
  • For children: a favourite toy or book
  • For babies: disposable nappies, breast milk or infant formula and two bottles
What not to bring

The Bays accepts no responsibility for patients’ valuables or property brought into the hospital. For your safety and security we ask you not to bring:

  • cash
  • hot water bottles or electric blankets
  • oil burners, incense or candles
  • jewellery.
When you arrive

Check-in at the hospital reception located at the Vale Street entrance. You will be introduced to a staff member who will start your admission process.

Preparing for your operation

Your doctor will provide you with information about your operation, including how to prepare and instructions on medications. (for example, you may need to stop taking blood thinning medications before surgery). If you have not been given any information or you have a question, contact your doctor.

If you are unwell in the days prior to your operation, please talk to your doctor as your surgery may need to be rescheduled. Please let us know if you are unable to attend the hospital on the day of your operation.

Pre admission service

Surgical patients may be contacted by one of our pre-admission nurses. This helps us to plan for your care and discharge home from hospital. If you are undergoing complex surgery you may be asked to visit the pre-admission clinic at the hospital.  A family member is welcome to come with you.

The pre admission service enables our nurses to provide a comprehensive assessment in preparation for your hospital visit, provide education and support to patients, families and carers and facilitates an effective and efficient process for all.

Referrals to our pre-admission service are available for any surgical patient that our surgeons think will benefit.

Our pre-admission clinic hours are 9.30am–5.00pm Monday to Friday, phone 03 5976 5210 or email:

Waiting for your surgery

There will be a planned delay between your admission time and your operation. This may be because of the anaesthetist’s schedule, or the number of operations on that day. Your surgeon will decide the order of patients and operations. Things that may affect your position on the operating list are:

  • if you are a diabetic (and unable to fast)
  • your age
  • other medical conditions you may have
  • the type of operation you are having.

There is a television in the waiting area, and we recommend that you bring a book or magazine to help you to pass the time.

Children admitted to The Bays

A parent or carer must stay with a child at all times during their stay.

We encourage parents and carers to be involved in the child’s care (including washing, feeding and entertaining them). This helps minimise their distress at being in a strange place. One person is allowed to stay overnight with a child patient. A recliner will be provided in the room.

Surgical admissions

To help us maintain safety, confidentiality, privacy and comfort in the surgical admissions area, patients can be accompanied by only one support person. 

If a child is being admitted, we ask that you stay with them before surgery and while they recover. Nursing staff will direct you to a waiting area while your child is in surgery. 

Day surgery patients will return to the day surgery unit to recover. When you are able to do so, staff will give you a drink and a light refreshment. We will give you information about your post operative care when you are well enough to go home. 

Please consider how you will get home after being discharged. Day surgery patients cannot drive or use public transport after their procedure.

We strongly advise that all patients have a family member or a friend stay with them at home for their initial 12–24 hours after discharge if they have had surgery.

Your discharge from hospital

Your doctor will check you and confirm that you are ready to be discharged. A nurse will complete your paperwork and advise you of any follow-up appointments or services you may require.

Discharge time is 9.30am. Please advise a nurse or receptionist when you are ready and a staff member will escort you to reception.

Someone must accompany you home and stay with you for 12-24 hours after your surgery. Day surgery patients cannot drive or use public transport after their procedure.

Before you leave:

  • make arrangements for your transport home
  • pick up all medications, x-rays and scans and any follow-up information provided
  • pack your bag and check your room for any personal belongings.
Ambulance cover

Ambulance cover is an aspect of your health insurance that varies from fund to fund. We recommend you check this prior to coming into hospital. Many funds restrict ambulance cover for non-urgent transportation (such as transportation home or to another healthcare provider). If an ambulance is required and you are not covered, fees will apply.

We advise that you join Ambulance Victoria to and ensure you have cover for emergency situations. 

Settling your account

Patients are required to pay their known expenses (in full) at the time of admission.

Additional costs such as newspapers, magazines, phone calls or visitors’ meals are to be paid on discharge.

During your stay you may need tests to give your doctor more information, or to help monitor your progress. Additional costs may apply for these services. The Bays engages local partner organisations for pathology, radiology and pharmacy. The organisations that provide these services will send you their bill directly.

If there are any late charges, such as prosthesis or unexpected theatre costs, we will post a final invoice to you.

The Bays accepts payment by cash, cheque, bank transfer, EFTPOS or credit card (Visa or Mastercard only, we do not accept AMEX or Diners Card). Please note that all card transactions incur a 1% surcharge to help cover bank charges.

Please contact hospital reception on 03 5975 2009 for details about making a direct bank transfer at least two days prior to admission.

Accessing your information

To access your information, complete the Request to Access a Patient Record form and submit to us.

For more information

If you have any questions about your stay please contact us.

The Bays Hospital
Phone 03 5975 2009

Pre-admission Service
Phone 03 5976 5210

If you have excessive pain or are concerned about your condition after you leave The Bays please contact your specialist, your GP or call the hospital directly on 03 5975 2009.