WELCOME TO HEREFORD HOSPITALS NHS TRUST. Patient and visitor information. Hereford Hospitals NHS Trust

Transcription

1 Hereford Hospitals NHS Trust WELCOME TO HEREFORD HOSPITALS NHS TRUST Patient and visitor information Hereford Hospitals NHS Trust County Hospital Union Walk Hereford HR1 2ER

2 Welcome to Hereford Hospitals NHS Trust I hope that your stay in the hospital is a comfortable one and we will make every effort to look after your individual needs. If you have any special requirements please let us know and we will make every effort to make these arrangements for you. We would welcome your feedback on the service you receive and contained on the final page of the booklet is a comments card. I would like to encourage you to complete this and place your response in one of our boxes located around the hospital. This will enable us to respond continuously to your views and improve the service we provide. Martin Woodford Chief Executive Privacy and dignity Everyone at Hereford Hospitals NHS Trust is committed to the delivery of high quality services, affording our patients the same privacy, dignity, respect and compassion that we would want for ourselves, our family and friends. We recognise each person as an individual and understand that spending time in hospital can be stressful; our intention is not to add to that stress. We aim to respect your wishes in any way that we can and assist you in maintaining your own level of independence in all aspects of your care. At Hereford Hospitals NHS Trust, men and women will be cared for on either single sex wards or on wards with single rooms or four bedded bays of the same sex; each area will have separate toilet and washing facilities. However, in some wards, such as Coronary Care, Intensive Care and the Medical Admissions Unit, men and women will usually be nursed together because of the specialist skills and facilities required; curtains are in place and privacy and dignity will be respected at all times. If you have any concerns, please talk to a member of the ward staff. 2 Date of revision: October 2009

3 Getting there By Bus The Country Bus Station next to the hospital is the main station for buses arriving from outside the city. Some services link the hospital with the City Bus Station (at Tesco) and there is a bus stop located on the road opposite the main entrance. By Train The main Hereford Railway Station is approximately half a mile from the hospital. Taxis are available outside the station. For public transport information on all services in Herefordshire, you can telephone the National Traveline on or the Public Transport Team at Herefordshire Council on By Car If possible, ask somebody else to bring you. There is a drop off point by the main entrance. If you bring your own car, parking is limited so please leave in plenty of time. If you need any assistance with car parking, please ask one of our car park attendants. Parking for the Disabled There are a limited number of spaces for people with a disability available in front of the hospital. Parking Charges The two main car parks are pay on exit, meaning that you only pay for the amount of time you have spent at the hospital. There are two areas of car parking that are pay and display in front of the A&E Department and in front of the Fred Bulmer Building. If at any time you have a problem with using the car park there are attendants present during the day. Please press the help button on the machines and they will assist you. There are car parking concessions available for frequent visitors and information sheets explaining this are available at reception points. Carers of inpatients and relatives of terminally ill patients may also be offered concessions please enquire with the Ward Sister/Charge Nurse. 3

4 What to bring with you You will need to bring several things with you to hospital, or have a friend or relative bring them. The following list is a guide: Do bring Any medicines or tablets you are taking Pyjamas or night-dress Dressing gown and slippers Daywear tracksuit or comfortable clothes Toothbrush and toothpaste Soap and deodorant Shaving equipment if appropriate Sanitary products if appropriate A book or magazines Spectacles if you need them Small change for newspapers or bedside TV and telephone Underwear Bath towel and a flannel or sponge Tissues Bottle of squash (jugs of water provided) Walking aid frame, stick, crutches if you need them Don t bring Large amounts of money Valuables such as jewellery Television or radio Alcohol Please don t bring too many items in with you, particularly large bags or cases which may not fit into the lockers and in turn make the area more difficult to clean. You are advised to bring only essential items whilst you are in hospital as these are not insured under any hospital policy and will remain your own responsibility if they are lost. Arrangements can be made for small items to be kept in safe custody and these should immediately be handed to the Ward Sister/nursing staff. A receipt must be obtained. Whilst we do everything possible to prevent the loss of patient property, although rare this sometimes happens Hereford Hospitals NHS Trust accepts no responsibility for the loss of, or damage to, personal property of any kind, in whatever way the loss or damage may occur, unless deposited for safe custody and an acceptable hospital receipt is produced. Hearing aids, spectacles, dentures and jewellery remain the responsibility of the patient and whilst we will do everything possible to prevent losses we are not financially responsible if any of these items go missing. Patients are requested to insure any items of value before coming into Hospital. Please make sure that dentures, spectacles and hearing aids not in use are kept in appropriate containers. Wrapping these items in tissue paper is often mistaken for rubbish and removed from your bedside by our domestic staff. Mobile telephones, portable televisions and personal stereo systems without headphones must not be used in the hospital. Alcohol and recreational drugs are strictly not allowed. 4

5 The use of any personal electrical equipment is not allowed as an electrical fault may cause further electrical problems within the hospital. Hospital Radio Hereford Hospital Radio can be found on Telecall Radio Channel 8. This is your Radio Station and broadcasts 24 hours a day with a wide selection of music, information, local and national news all presented by a small team of local volunteers. These volunteers are found most evenings collecting your requests from the wards, and then present their programmes from our Studios at the County Hospital. If you would like a request please call on our request line Visiting times Visitors are very welcome whilst you are in hospital. Visiting times vary per ward but are typically 2.30pm 5.00pm and 6.30pm 8.00pm. Please check with individual wards for further details. We ask that visitors are limited to two at any one time, to help reduce the risk of infection and to limit disturbance to other patients. Children are welcome however numbers should also be restricted to two. Please also remind your visitors not to sit on beds but to use the chairs provided and to use the hand gel provided when entering and leaving the ward. Our wards have protected meal times to prevent any non-essential activity at this time. Visiting is not permitted during this time unless relatives are assisting with feeding. In certain circumstances we can arrange for members of your family to stay in the hospital. Please talk to a member of the ward staff. Facilities A variety of facilities are available for you and your visitors, including: A shop in the main entrance, selling newspapers, magazines, cards, gifts, confectionery and snacks. Cashback facility with purchases from the shop Postbox in main reception where post is collected twice a day. The last post is at 5.30pm. If you are unable to get to the post box please tell the ward staff who will be able to help Restaurants on the ground and first floor Toilets on the main corridor of each floor Vending machines on main corridors and within Spires restaurant. 5

6 Your stay in hospital help us fight infection Hereford Hospitals NHS Trust considers the prevention of infection a top priority. All staff are committed to ensuring high quality standards are maintained in both the environment where patients are cared for and in the clinical practices performed. All admissions to HHT are screened for MRSA. Information for Patients It is very important that all staff clean their hands before touchng the patient, we encourage patients to ask staff have you you cleaned your hands before they have contact with you It is important that you do not touch any drips or tubes that enter your body and any wound dressings (or needles) as this may introduce infection If you experience symptoms of diarrhoea whilst in hospital it is very important you tell a member of the medical or nursing staff If you have any concerns about the cleanliness of the environment or equipment, please let a member of staff know It is important that patients belongings are kept to a minimum to enable the bed space to be effectively cleaned, please bring in only essential items, eg change of night clothes, wash bag. Information for Visitors Do not visit if you are unwell, ie have symptoms of diarrhoea and/or vomiting or a cold and for 48 hours after the symptoms have stopped Always clean your hands with the alcohol gel provided on entry and on exit to the ward Do not sit on the patient s beds and always clean your hands with the alcohol gel if moving between patients on the same ward It is important that patients belongings are kept to a minimum around the bed space to enable the area to be kept clean. Visitors can support this by offering to take items home Patients must only be brought in commercially prepared, wrapped, nonperishable food and fruit that can be peeled to minimise the risk of food borne illness If you have any questions or concerns regarding infection prevention in the hospital please ask a member of staff. 6

7 If you are taking patients clothing home for washing, then please do so on a regular basis. The hospital has no on-site washing facilities, therefore soiled linen will be placed into a special bag that will dissolve in a household washing machine. If you have any concerns regarding the cleanliness of our hospital, then please inform the nursing staff. Meal times On the ward you will be served three meals a day at the following times: Breakfast: 7.30am 8.30am Midday meal: noon 1.00pm Evening meal: 5.00pm 6.00pm The menus offer several choices, and you will be asked to choose your meals for the following day. If you have any special requirements, please tell the ward steward, or ask your nurse if you need further advice. Sometimes, because of an operation or as part of your treatment, you will not be allowed to eat or drink. Your nurse will explain this to you. Religious needs/spiritual support There is a multi-denominational chapel on the ground floor near to the main reception area which is open from 7.00am 8.00pm. We have a Church of England Chaplain and religious leaders representing other faiths available. Please let the ward staff know if you wish to see a religious leader. There is also a prayer room/quiet room available. Interpreting If you require interpreting services, please speak to the ward staff who will be able to arrange this for you. In the event of fire A fire in the hospital is extremely rare. If a fire alarm sounds the ward staff, who are well trained, will know what to do. Please read the fire instructions displayed throughout the hospital. If you see a fire or smell smoke, please alert a member of staff immediately. No smoking Please note that Hereford Hospitals NHS Trust is a non-smoking site and smoking is not permitted on ANY part of the hospital site or grounds 7

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9 Staff on the ward There are many different staff members on the wards. All staff wear identity badges but if you are not sure who they are, please ask them. If you cannot see their badge, ask them to show it to you. If your preference is to receive treatment by a member of staff of the same sex please ask. We will do our best to accommodate this, but it is not always possible. Your Doctor The person in charge of your medical care is the Consultant. His/her name may be written above your bed. Together with other doctors who may visit you, the Consultant will discuss your condition and offer you appropriate treatment options. Your Nurse You will have a nurse who is responsible for your nursing care. He or she will introduce themselves to you and will also have help from other nurses. Ward Sister or Charge Nurse The ward sister or charge nurse manages the whole ward. You can ask to see them if you have any concerns. Head of Nursing The Head of Nursing is in charge of a group of wards and departments. He or she can deal with a problem if the ward staff are unable to do so. You will see other members of the ward team such as pharmacists, therapists, catering staff who will bring your meals, cleaning staff, care assistants, volunteers and ward clerks. Entertainment Most beds have access to a personal telephone and TV. A leaflet on how to use the system is available at your bedside. To operate the TV and telephone you need to purchase a card from the vending machine. On leaving hospital, money remaining on the card can be refunded at the vending machine. 10

10 The NHS s commitment to you When you are in hospital, you can expect: To have a clear explanation of your condition and the treatment options available to you To be asked for your written fully-informed consent to any operation or procedure To be sure that the information in your records will remain confidential To be treated with respect and dignity at all times To be informed about different aspects of your treatment and which procedure(s) is being carried out To keep relatives or carers informed of your progress, if you wish. Your commitment to the NHS In return, the Trust asks you to: Provide us with the necessary information about your condition, symptoms or medication in order to provide appropriate care Treat our staff with the same respect you expect from them Help, as far as you are able, in feeding yourself, keeping mobile and seeing to your personal hygiene needs Arrange for your transport home, if possible Arrange with your family or friends to take care of your personal laundry, if possible To raise issues or concerns with staff at the earliest opportunity. Information about your care We are a teaching hospital, which means that on occasions your doctor may be accompanied by student doctors, nurses, midwives or therapists. Although we ask for your co-operation in the teaching of student doctors, you are entitled to ask that they do not visit you. Please talk to your doctor or nurse about this. We sometimes conduct clinical trials, which are important for developing treatment in the future. These may involve some extra tests or extra visits to the hospital. If your doctor asks you to take part in these, you are entitled to say no. Talk to your nurse if you want to discuss this further or have any concerns. 11

11 Confidentiality and the Data Protection Act 1988 We ask you for information about yourself so that you can receive proper care and treatment. We keep this information safely, together with details of your care. You may be receiving care from other people as well as the NHS. So that we can all work together for your benefit, we may need to share some information about you. We only ever use or pass on information about you if people have a genuine need for it in your and everyone s interests. Whenever we can, we shall remove details which identify you. EVERYONE WORKING FOR THE NHS HAS A LEGAL DUTY TO KEEP INFORMATION ABOUT YOU CONFIDENTIAL. Anyone who receives information from us is also under a legal duty to keep it confidential. Your information may also be used to help us: Look after the health of the general public Pay your GP, dentist and hospital for the care they provide Review the care we provide and ensure it is of the highest standard Investigate complaints and untoward incidents Prepare statistics on NHS performance The Data Protection Act 1998 allows you to find out what information is held about you on computer and in certain manual records. This is known as right of subject access. It applies to your health records. If you want to see them you should make a formal request to the Health Records Department. You can also obtain a copy of your records, but a charge will usually be made for this. You should also be aware that in certain circumstances your right to see some of the details in your health records may be limited in your own interest or for other reasons. If you would like to know more about how we use your information or if, for any reason, you do not wish your information used in any of the ways described, please speak to the health professionals concerned with your care or the Data Protection Officer or Caldicott Guardian of the Trust who can be contacted through the PALS Service. A Caldicott Guardian is a senior person responsible for protecting the confidentiality of patient and service-user information and enabling appropriate information-sharing. The Guardian plays a key role in ensuring that the NHS, Councils with Social Sevices responsibilities and partner organisations satisfy the highest practicable standards for handling patient identifiable information. 12

12 Getting Help Patient Advice and Liaison PALS If you have any problems or queries whilst you are in hospital, please talk to the ward staff. If you wish to speak with a doctor or the consultant in charge of your care please ask a member of staff to arrange this for you. The Patient Advice and Liaison Service (PALS) are available if you wish to speak to someone not directly involved in your care. PALS are there to: Advise and support patients, their families and carers Provide information about NHS services Listen to your concerns and suggestions Help sort out problems quickly on your behalf. Volunteers are an important part of hospital life. They help in many ways, including: Guiding patients around the hospital Assisting patients at meal times Attending to patients flowers. If you would like to get involved, ask your ward staff to put you in touch with the Voluntary Services Department on If you wish to make a complaint this must be done in writing. The letter should be addressed to: Chief Executive Hereford Hospitals NHS Trust The County Hospital Union Walk Hereford HR1 2ER If you want help or advice on making a complaint, please contact PALS on or the Complaints Department on Voluntary Services Volunteers on the ward can help you with things such as using the phone, obtaining goods from the shop on your behalf or just to spend some time chatting. They also operate a library service. Volunteers wear green tabards and if you wish a volunteer to visit you, please ask the ward staff. A mobile hairdresser is also available please contact Voluntary Services to book an appointment on

13 Leaving hospital We will talk to you about arranging your discharge. Please make sure you have organised for someone to take you home, as we cannot normally provide transport. If this is difficult for you, please talk to the ward staff. If you have any concerns about your condition once you ve left hospital, please contact your GP or NHS Direct unless you have been given a number by the hospital. After an illness requiring a stay in hospital, some people need a further period of rehabilitation before returning home. This is usually provided in either one of the community hospitals in Herefordshire or the surrounding areas, or the intermediate care unit in Hereford called Hillside. More information regarding this will be provided by the ward team. There are a number of organisations in the community that are available to help you once you leave hospital. Please ask your ward staff or contact PALS for further information. Gifts and Legacies If you wish to make a donation to the ward or hospital, please ask staff on the ward for advice, or contact Trust Headquarters on What did we do well? Comments Card How could we make your stay better? It is not necessary to provide your name or any identification as this form can be completely anonymous. However, if you would like someone to contact you about your comments or any specific issue please provide your name and a contact number. Name: Contact: Ward: It is also helpful to us if you can provide us with the date that you wrote your comments Date: Please place in red suggestion box

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15 Sodexho provides a range of services with the County Hospital that includes the delivery of all patient meals, beverages, a restaurant (Spires), a front entrance café (Tempo), a front entrance retail shop (Go Shop) and vending services across the site providing cold snacks, confectionery and hot and cold beverages. Go Shop is situated on the left as you enter the hospital through the main entrance. Opening hours are from 7.30am to 8.00pm Monday to Friday and 8.00am to 5.30pm over the weekend. The shop offers a wide selection of items including newspapers, magazines, confectionery and snacks, sandwiches, beverages, gift ideas and chance requirements. Tempo is situated on the right as you enter the hospital through the main entrance. Opening hours are from 7.30am to 7.30pm, seven days per week. This café area offers a wide range of quality beverages and hot and cold snacks. Spires Restaurant is located on the first floor opposite the pharmacy. Opening hours are from 9.00am to 2.30pm Monday to Friday. This restaurant offers an excellent selection of freshly made hot and cold meals throughout the day at fantastic prices. The restaurant area provides a friendly, quiet retreat during busy days. Vending Machines are located in a number of areas throughout the hospital with an out of hours central vending area within the foyer in the Spires Restaurant, boasting a large number of healthier option items, and many products from local suppliers.