Welcome guide

• Your check-in is at 2.00 pm. Check out is 10.00 am.
• Cancer Council SA and Greenhill Lodge are a smoke and vape-free facility.
• Motorised and electric mobility scooters are not permitted within the building.
• Everyone under the age of 18 years must always be accompanied and supervised by an adult. Please inform our staff at time of booking if you intend to bring children and who will be supervising them during your stay.
• Dining is available Monday to Friday (excluding public holidays). Ensure you order your meals before 4.00 pm on the day.
• Ensure you pack everything you need for a comfortable stay. See our tips on what to bring.

Reception

For reception, press the dedicated reception button (top right-hand corner of your room phone). This number is accessible 24-hours a day, seven days a week.

Reception is staffed 7.00 am – 10.00 pm, seven days a week, including all public holidays.

Our busiest times are during check-in and check-out between 10.00 am to 3.00 pm. To avoid waiting for assistance, please attend outside these times.

After hours, your call will be diverted to the onsite Night Duty Officer.

Reception can help you with:

• accommodation bookings
• referral to Social Workers
• luggage storage (on arrival and prior to departure only)
• hairdryers
• shopping service bookings.

Accommodation

You will be provided with a room key card upon arrival. This will provide access to:

• building
• external lift and stairwells
• waste refuse rooms
• your room
• room electricity – please insert your room card in the slot near the entrance door for power (always remove the card before leaving your room).

Please take care of your key card as lost keycards will incur a $5.00 replacement fee.

Building access

The entrance doors to the building will be locked between 5.30 pm and 7.00 am on weekdays and will remain locked over weekends and public holidays.

Please ensure you take your room key card with you to access the building during these times. An intercom is located at the entrance of the building to contact Reception if required.

Internet use

Free wireless internet connection is available to all guests. The WiFi login and password is located on your TV (see Menu > Connect > Guest WiFi).

Concierge service

Our Concierge Volunteers are the welcoming face of Cancer Council SA — working alongside Reception staff to enhance the quality of your stay with us.

Concierge Volunteers can usually be found on the ground floor and are available Monday to Friday, 9.00 am to 4.30 pm (except public holidays).

Our Concierge Volunteers can help you with:

• luggage /trolleys
• finding your way
• transport bookings
• meal bookings
• using equipment and appliances
• general enquiries. 

Guest car parking is available on the ground floor. Please enter via Greenhill Road on arrival. When using the car park:

• only one vehicle per room is permitted
• your room keycard will open the boom gate on Moar Street during your stay
• no keycard is required for exiting
• use of the car park is at your own risk and we ask you to consider removing any valuables from your vehicle
• trailers or campervans are not permitted in the car park
• 30 minute drop off parks are available as indicated on the map
• maximum vehicle heights are 2.3 metres for ground floor parking, and 2.2 metres for level 1 parking.

Free parking

If you are unable to find a park on the ground floor or level 1, free parking is available across Greenhill Road adjacent to the parklands.

Please note: This area gets busy during office hours, so it’s best to park your car in this area before 8.00 am or after 5.00 pm to secure a spot. Greenhill Road is a busy road, so consider using the pedestrian crossings to maintain your safety.

Drop off/pick up

Pick up and drop off parking is available in front of our accommodation facility at Greenhill Road between 10.00 am – 3.00 pm only. Clearway restrictions apply at all other times.

Please be mindful of the time spent in this zoned space to avoid fines, and ensure other guests can take advantage of our pick up and drop off parking area.

To help you prepare for your stay, refer to this list to make your experience more comfortable:  

• Clothes
• Medication
• Toiletries
• Mobility aids e.g. walker, wheelchair (mobility scooters are not permitted in the building)
• Medical equipment*
• Phone, tablet/iPad, and chargers*
• Proof of appointment
• Medicare and Concessions cards (if accessing PATS subsidy) 
• Laundry powder

*Please leave all other electrical/cooking appliances at home, as they can impact the electricity supply to rooms.

Telephones are available in your room for your convenience to make calls to local, interstate, and ISD destinations. Please note: 1300 numbers are not available.

In case of an emergency, please use your mobile phone. Our in-room phone system relies on NBN and the internet, and connection cannot always be guaranteed.

In an emergency

Dial 000 if you require an ambulance or police.

Non-urgent assistance

Police: 13 14 44
RAA roadside assistance: 13 11 11

After hours medical assistance

13SICK National Home Doctor Service: 13 74 25
Health Direct: 1800 022 222
Midnight Pharmacy: 08 8232 4445

Fire alarms

Fire alarm and evacuation instructions are located in every guest room and on each floor. We ask that you please familiarise yourself with them.

If instructed to evacuate, exit via the nearest stairwell and make your way to the evacuation area on the footpath at 198 Greenhill Road.

Night Duty Officer

For additional security and peace of mind, a Night Duty Officer is available between the hours of 10.00 pm and 7.00 am, seven days a week.

Call 8291 4200 or press the dedicated Reception button on the room phone if you need assistance after hours.

Cancer Council SA has a range of onsite support services available to guests and carers.

Social work support

Cancer Council SA provides support services for guests and carers staying at Greenhill Lodge.

A Social Worker is available to discuss practical issues, provide information about services or just to talk about some of the emotions a cancer experience can bring.

You can contact the Social Worker by asking our Reception staff or Concierge Volunteer to make an appointment for you.

Cancer Council 13 11 20 Information and Support Service

Our team of qualified health professionals are here to support you on 13 11 20, and can help you with cancer information, emotional support and connect you with services that can help. Cancer Council 13 11 20 is available Monday to Friday from 9.00 am to 5.00 pm.

Please note, our 13 11 20 health professionals do not provide medical attention. Please dial 000 if you require an ambulance.

Remember, our qualified health professionals are also only a phone call away if you need support when you return home after treatment.

Morning and afternoon teas

Our team of dedicated Activity Volunteers are available to help make your stay a little more enjoyable, including a relaxed opportunity to meet with other guests.

Utilising the Guest Lounge, activity rooms and dining spaces across the building, our Connection Volunteers will host one morning tea and one afternoon tea each week:

• Tuesday, 2.30 pm to 3.30 pm
• Thursday, 10.30 am to 11.30 am

Please refer to the noticeboard in the Guest Lounge for upcoming activities.

We offer a free, volunteer-run bus service between Cancer Council SA and four major treatment centres. This service is available Monday to Friday.

Our drivers travel to:

• Royal Adelaide Hospital - 7.30 am – 5.00 pm (last pick up at Royal Adelaide Hospital is 4.30 pm).
• GenesisCare Adelaide, South Terrace – Guests need to book for transport to the treatment centre at Reception or with one of our Concierge volunteers. For a return trip, please text our driver for pick up.
• GenesisCare Tennyson Centre, Kurralta Park – from 9.15 am and as required.
• GenesisCare Bedford Park (Flinders Private Hospital) – from 1.15 pm and as required.

Can I bring my carer?

Priority is given to guests requiring treatment, although carers are welcome to use the service if space permits. If you are a carer and the bus is full, please consider offering to catch the next bus to allow all patients to get to their appointments on time.

Availability

This is a pre-booked service. Please request a seat from either the Concierge Volunteers or Reception staff as soon as you have confirmation of your appointment.

As a volunteer-run service, there may be occasions when the service is unavailable and therefore guests/carers will be required to make their own way to treatment.

Alternative arrangements

If you have concerns about getting to appointments, please speak to our Social Workers who can assist you with identifying other options available. Taxi butlers are located in our transport lounge - press the button to order a taxi. 

Guest kitchens

There is a communal kitchen on each accommodation floor.

Guests may access kitchens at all times. They are shared facilities so please clean up after food preparation and cooking and make ready for the next guest to use. This includes placing all used and dirty dishes in the dishwashers provided.

Replace dishes from your room with clean dishes from the kitchen.

Do not store food items in the kitchen including the refrigerator, as all items are removed daily. Please use your room refrigerator.

Guest recreation rooms

There is a recreation room on each accommodation floor.

The rooms are accessible daily from 7.00 am – 10.00 pm. Air conditioning requires manual operation on entry to recreation rooms and will automatically turn off after two hours.

Each level has a different recreation room:

• Level 2 – Kids’ space
• Level 3 – Gymnasium
• Level 4 – Library
• Level 5 – Sports room

They are shared facilities so please tidy up after use. If using the gym equipment, please use the antibacterial surface wipes provided to wipe down before and after use. Always follow gym equipment instructions for your safety.

Guest laundry

There is a guest laundry on each level of the accommodation floors. They are located behind the lifts (refer to the map for location).

Each laundry is open from 7.00 am – 10.00 pm daily. Ironing facilities are available in the laundry but please do not remove the iron.

Outdoor clothes lines are located on all laundry balconies.

Guest lounge

The guest lounge is located on the ground floor next to Reception. It’s a meeting space where you can relax, take your visitors, help yourself to complimentary tea and coffee and enjoy the piano.

The team from Cater Care serve delicious, home cooked meals for our guests Monday to Friday, at 5.30 pm and 6.30 pm. The restaurant is closed on weekends and public holidays.

Dinner is served in our dining room, through the Guest Lounge on the ground floor. Take-away is available.

Ordering a meal

Pre-order your meals prior to 4.00 pm at Reception or with the Concierge Volunteers. Meals must be paid for at the time of ordering.

Allergies and dietaries

Guests are to inform the chef if they have any special dietary requirements or allergies on the meal order form.

Alcohol

Alcoholic beverages can be purchased by guests from the Dining Room during dinner service for consumption in the Dining Room only.

Alcohol consumption is to be kept to a minimum. Please do not take any alcohol into the common areas, (including Guest Lounge, guest kitchens and recreation rooms).

Getting to the shops

Subject to availability and demand, volunteers provide a free shopping service to The Parade, Norwood every Tuesday, 10.00 am to 11.30 am and Thursday, 1.00 pm to 2.30 pm.

The Parade includes retail shops, post office, banks, supermarkets and chemists.

To request a shopping trip, please speak with a Concierge Volunteer or our Reception staff the day before you wish to shop.

Local supermarkets

The following supermarkets are nearby but not included in the shopping service:

Coles

• 77 Rundle Mall, Adelaide
• 21-39 Grote Street, Adelaide

Foodland

• 177 Glen Osmond Road, Frewville

IGA

• 232 Hutt Street, Adelaide
• 33 Gilbert Street, Adelaide

Woolworths

• Arkaba Shopping Centre, 180 Glen Osmond Road, Fullarton
• 204 Unley Road, Unley

Food delivery apps

• Menulog – www.menulog.com.au
• Uber Eats – www.ubereats.com/au
• DoorDash – www.doordash.com

Vending machine

Located in the Dining Room, all guests have 24/7 access to our vending machine with a range of items to purchase including:

• mini travel packs (e.g. dental, personal hygiene, toiletries)
• assorted drinks (including milk)
• light meals
• cereals
• savoury and sweet snacks.

Energise Cafe

Energise Café is located on the ground floor of Greenhill Lodge and is open Monday to Friday for light meals, snacks and beverages. Check cafe signage for opening times. 

Your room

Our aim is to make you feel like our welcomed guest by providing a clean and tidy home away from home. We would be grateful if you could leave our home the same way as you found it.

Bathroom

All bathroom essentials (e.g. soap, tissues, toilet paper) are provided and replenished weekly where needed. Every room has a shower chair, raised toilet and a single, wall-mounted handrail for your convenience.

Beverages

Complimentary tea and coffee are available in your room and a 200 ml milk will be provided on your arrival. Tea and coffee will be replenished during weekly cleans.

Linen

Linen is provided for your convenience. If additional linen is required, please speak to Reception staff.

Room servicing

For stays of seven days or more, rooms will be serviced weekly including linen change. These cleans are essential and cannot be refused.

Please do not move furniture around the room and ensure your room is tidy prior to a weekly clean.

Television

Please refer to the remote control instructions provided in your arrival pack. All free-to-air channels are available.

Waste removal

Waste/rubbish rooms with designated bins for rubbish disposal and sharps containers are located on each floor next to the lifts. Please use your room key card for access.

Electrical appliances and personal devices

Mobile phones, laptops, tablets, iPads, chargers, and medical equipment are permitted. To prevent the risk of fire, please ensure personal devices are only charged when you are present in the room.

For safety reasons, please leave all non-medical electrical appliances at home (e.g. toasters, coffee machines, cooking devices, sewing machines, fans and heaters), as these can impact the electricity supply to the rooms.

You will be asked to surrender or remove unauthorised personal electrical items. If surrendered, the items will be returned to you on your departure from Greenhill Lodge.

Preparing food

Please use the kitchen facilities for food preparation and cooking. There is to be no cooking in guest rooms and microwave ovens are provided in every room for reheating only.

Respect the community environment 

Being away from home while undergoing treatment is stressful, and we acknowledge living in a small room and sharing spaces can be challenging.

We thank you in advance for your cooperation in respectfully sharing communal areas such as kitchens and laundries and keeping noise levels low at night, and in particular, television and radio volumes.

Concerning behaviour

If you have concerns about the behaviour of other guests during your stay, please speak with Reception staff so this can be addressed.

If you are approached about an issue, we ask you to work with us to ensure the safety and comfort of all guests. Greenhill Lodge is here to support everyone impacted by a cancer diagnosis. Anti-social behaviour may result in you being asked to leave and potentially impact future access.

Payment of room accounts

If you are eligible for a travel subsidy scheme and wish to claim your accommodation through Cancer Council SA, you will need to provide the relevant completed form (signed by your medical professional) to Reception staff as soon as possible after arrival and prior to departure. This process will minimise the risk of upfront costs to you. If you have any difficulties completing forms, please speak to Reception staff or Social Workers who can assist.

For any bookings under four nights, payment for accommodation will be required up front on arrival. A receipt will be provided.

No smoking at Greenhill Lodge

Cancer Council SA is a smoke-free organisation. We have a duty of care to safeguard the health and wellbeing of our guests, clients, staff and volunteers.

Smoking and vaping is banned in and around all areas of Cancer Council SA. If you are observed to be smoking on or within 10 meters of Cancer Council SA property, you will be asked to cease by a staff member. Failure to comply may result in you being asked to leave, and place limits on future access. 

Smoke detectors are fitted throughout the building, and you may be charged if alarms are triggered or cleaning is required.

If you do smoke, we encourage you to take advantage of the Quitline counsellors at 13 7848. Research shows that those who smoke double their chances of successfully quitting smoking with the help of Quitline counsellors. Please ask a Social Worker for further details.

Pets 

Pets are not permitted except for accredited assistance therapy dogs. Please inform Cancer Council SA if you have an assistance therapy dog at the time of making your accommodation booking. You will be asked to provide evidence of their therapy assistance registration.

Cancer Council SA will endeavour to make your stay as comfortable as possible. Should you have any concerns about your experience or ideas for improvement, please let us know by selecting any of the following options:

• Survey: You receive a survey to your email 24 to 48 hours after your stay with us.
• In person: Speak to our Reception staff or Social Workers who will pass on your feedback directly to management.
• Feedback form: You can request a feedback form at Reception for any guest to fill out.
• Email: Send your feedback to stay@cancersa.org.au with the subject line ‘Senior Manager Accommodation Services’.
• Written formal complaint or compliment: Please address and mail your complaint or compliment to:
  
  Senior Manager Accommodation Services                                               
  PO Box 929
  UNLEY BC SA 5061