GOING TO HOSPITAL Going to hospital

Transcription

1 GOING TO HOSPITAL A guide for patients, carers and relatives 2

2 WELCOME Contents Welcome to NHS Lothian... 1 Our promise to you... 2 Our hospitals... 3 Community hospitals and treatment centres... 3 Before you come to hospital... 4 Additional support needs... 4 Advocacy services... 5 Carers, friends and relatives... 5 Car parking discounts... 5 Car parking for people with Blue Badges... 5 Car parking and public transport... 6 Keeping your appointment... 6 Waiting times... 6 Refreshments... 6 Outpatient information... 7 Arriving at the clinic... 7 Waiting to be seen... 7 Seeing the doctor or other healthcare professional... 7 After your visit... 8 Inpatient information... 9 Arriving at the ward... 9 Benefits when going into hospital... 9 Communicating and understanding... 9 Contact with carers, relatives and friends Medicines Money and valuables What else to bring with you Your care team On the ward Leaving hospital Moving on from hospital Visitors Emergency and out of hours services Accident and Emergency services Minor Injuries Clinic General information Additional support needs Ambulances CHI number Comments, compliments and suggestions. you said, we did Complaints Confidentiality and information about you Deep Vein Thrombosis and Pulmonary Embolism Drugs and alcohol Fire precautions Hospital Social Workers Infection control Information Centres Library services Living Wills and Advanced Statements Making a difference Making a donation Mobile phones Moving and lifting you safely NHS inform Organ Donor Register Research Smoking ban Spiritual care Students Travel expenses Violence and aggression Volunteering in NHS Lothian Mental Welfare Commission for Scotland Patient Advice and Support Service (PASS) Scottish Public Services Ombudsman

3 Welcome to NHS Lothian Our promise to you We understand that illness is worrying for patients, carers and their families and it can affect family life, work and social life. With this in mind we promise we will work with you and your carer to provide and plan the best possible care and treatment by: Welcome to NHS Lothian This booklet has been written by staff and patients to help you prepare for your visit to hospital and to help ease any worries that you may have. Wherever you receive care, either in hospital or in the community, we aim to make it of the highest possible standard. This booklet provides: Information for people attending our clinics. as outpatients Information for people staying one or more days. or nights in a hospital bed, or attending for a. short procedure General information which we hope will be helpful. to all patients, carers, relatives and visitors Links to our website and other key websites which. will provide more detailed information. If you have any further questions, contact any member. of our staff who will be happy to help you. Recognising your needs and being fair to all no matter your age, gender, race, ethnicity, religion and belief, disability, sexual orientation or social circumstances Listening to, and trying to understand, your hopes and fears, and those of your family and carers Sharing accurate, honest information with you about what we do know and what we don t know Helping you, wherever possible, to make informed choices and shared decisions about what treatment you agree to receive Making sure that information regarding your treatment is explained and discussed fully with you and encouraging you to ask questions if you are unsure about any aspects of your care Making sure that you are physically comfortable and free from pain, as far as is possible Helping you manage your illness or condition Providing information for you and your family about. how to help with your recovery, especially when. you return home Expecting you to treat our staff with the same consideration and respect we give to you Involving you as an equal partner at all times. 1 2

4 Welcome to NHS Lothian Our hospitals Hospitals in NHS Lothian are listed below with the main switchboard number. However, as we receive many calls, please contact the ward and clinic using the direct number on your hospital letter or appointment card. Royal Infirmary of Edinburgh Western General Hospital Royal Victoria Hospital St John s Hospital Liberton Hospital Princess Alexandra Eye Pavilion The Lauriston Building Royal Hospital for Sick Children Royal Edinburgh and Associated Services Community hospitals and treatment centres Astley Ainslie Hospital, Edinburgh Belhaven Hospital, Dunbar Chalmers Sexual Health Centre Corstorphine Hospital, Edinburgh Edenhall Hospital, Musselburgh Edington Cottage Hospital, North Berwick Ellen s Glen House, Edinburgh Ferryfield House, Edinburgh or Findlay House, Edinburgh Herdmanflat Hospital, Haddington Leith Community Treatment Centre Maple Villa, Craigshill Midlothian Community Hospital Bonnyrigg Roodlands Hospital, Haddington St Michaels Hospital, Linlithgow Tippethill Hospital, Armadale Before you come to hospital You and your peace of mind are important to us, so think carefully about what you want to tell and ask the doctor or healthcare staff you are seeing. You might find it helpful to write your thoughts down on paper and bring your notes with you. You may also find it helpful to bring someone with you to take notes or help you remember what you want to say. It s okay to ask, so please prepare questions before your appointment. Don t be afraid to ask if you don t understand something. We want you to play an active part in your care and treatment. Additional support needs You may have additional support needs such as: Difficulty with communication or sensory impairment English is not your first language and you need. an interpreter Mobility issues or difficulty with travelling Special equipment Special diet Specific religious or cultural requirements. If so, please contact the staff on the clinic or ward. before your visit or stay so that we can make any necessary arrangements. 3 4

5 Welcome to NHS Lothian Advocacy services You may require the services of an advocate to help. you get information, understand the options open to you and make your views and wishes known. A variety of advocacy services are provided throughout Lothian and these can be found in the NHS inform services directory at or call (8am-10pm). Carers, friends and relatives You are welcome to bring a carer, relative or friend to. the hospital with you. If you would like them to be with. you during the consultation please let the Nurse in Charge at the clinic know. If you are a carer who provides unpaid care to family, partners or friends and want to find. out about carers organisations in your area contact. or call (8am-10pm). Car parking discounts Parking is free at most hospitals, apart from the Royal Infirmary of Edinburgh (RIE). There may be occasions when patients and relatives attending the RIE more frequently are able to receive discounts. For more details contact the Nurse in Charge or the Department Manager. Car parking for people with Blue Badges There are accessible parking spaces in front of hospital and community centre buildings or as close to them as possible. You cannot park in these spaces unless you have a blue badge. Car parking and public transport Car parking spaces are limited at some of the hospitals. Please use public transport if possible, or arrange to be dropped off at the hospital in a drop off zone. Please do not park in any of the drop off zones. For public transport information contact Traveline Scotland on or go to Keeping your appointment A missed appointment is a wasted appointment. If you have accepted an appointment, make sure you can keep it. If the appointment is not suitable or you cannot keep it, please change it by contacting the number on your appointment letter. If you do not turn up for your appointment we will let you and your GP know. You will then have to assess if you still need to go to hospital. If you do need another appointment your total waiting time will be longer because you did not go to your first appointment. Waiting times We have a responsibility to present the best possible options that are available to ensure that you can be seen within your waiting time guarantee. This may mean that you will be offered an appointment for treatment at a hospital that is not the one that is closest to where you live and may be at a hospital outside NHS Lothian, for example at the Golden Jubilee National Hospital at Clydebank. Refreshments Drinks and food are available to purchase within most. of our hospitals. 5 6

6 Outpatient information Outpatient information Arriving at the clinic Our staff or volunteers at hospital main reception areas will be able to direct you to your outpatient clinic. When you arrive at the clinic, the receptionist will welcome you, check any necessary details and direct you to the waiting area. Waiting to be seen We will try our best to make sure that you are seen at your appointment time. However, staff may be delayed or called away because of emergencies elsewhere in the hospital. Clinics can also fall behind schedule if there are patients who need more time than expected. Our nursing staff will tell you why there is a delay and give you an indication of how long it might be, if they can. Depending on the clinic and the reason for your appointment, you may be seen by a nurse first, who will carry out tests such as checking your blood pressure. You may also have blood tests or x-rays and may have to wait for the results before you are seen. Seeing the doctor or other healthcare professional Remember to tell the person you are seeing if you are going to any other clinic or receiving any other treatment. The team caring for you is usually led by a consultant, a senior specialist doctor. They are supported by a range of other doctors and healthcare professionals, such as nurses, occupational therapists, physiotherapists, dietitians and speech and language therapists. The person you see will discuss any results with you, explain what happens next and answer any questions you may have. If you are still not sure about something please ask again or ask the Nurse in Charge for more information. It s okay to ask. It is very important that you understand why you are being examined, and the medicines, treatment or operations that are proposed. Staff are happy to answer all your questions. How long your visit lasts will depend on your treatment. You may need to have some tests, such as x-rays, which could mean visiting another department. Or you may be referred to other professionals at the clinic, such as a physiotherapist or dietitian. After your visit If staff need to see you again, another appointment will. be made for you. Many patients do not need another appointment and can be referred back to their GP for any further treatment. If you need to be admitted into hospital for more treatment as an inpatient or for day surgery, you should be told when this is likely to happen. After your visit we will send a full report to your GP giving details of any more treatment or tests you may need.. Your GP should receive this information within two weeks of your visit. However, it may take longer if you have had complicated treatment or tests. If your treatment is to start immediately, the clinic may give you a letter to take to your GP, or staff may contact your GP directly. 7 8

7 Inpatient information GOING TO HOSPITAL If you need additional support or help, including interpretation or British Sign Language services, please tell the ward staff. Inpatient information Arriving at the ward When you arrive on the ward a nurse will welcome you and take you to your bed. The nurse will ask you for information, which will help us to make sure we understand your needs we call this your care plan. Benefits when going into hospital Going into hospital may affect any benefits you receive,. if you stay in hospital for four weeks or more. If you require a medical certificate, ask the Nurse in Charge and send this to your employer or local benefits agency within three days of going into hospital. Please inform the benefits agency or ask someone to contact them for any other advice. Communicating and understanding Good communication is important as you need to understand what is happening to you at all times. It is important that you understand any tests or treatment you need, so that you can give your permission for these to take place. You have a right to understand what your care involves. We will explain any tests or treatment you need and may ask you to sign a consent form. If you have questions about your treatment, a member. of staff will be happy to answer them. It s okay to ask. If children under the age of 16 are thought to be capable of making an informed decision, they are entitled to give. or refuse permission for certain treatments, tests or operations under the Age of Capacity (Scotland) Act Further information is available from or call Contact with carers, relatives and friends We will ask you for the name and phone number of a carer, family member or friend whom we can contact for you,. if necessary, so please bring those details with you.. Family and friends may want to enquire after you whilst. in hospital and it is best if just one person could phone. for all of your family and friends. Medicines If you are currently taking any medicines, please bring them all with you. If you have a card with details of any current treatment, such as a steroid or warfarin card, please bring it with you to show the Nurse in Charge. Your medicines may be kept in a special locker at the side of your bed or in the drug trolley. Bringing your own medicines means they are not wasted and that you keep taking what you are used to. If you are given new medicine or dressings, you will. usually get at least a seven-day supply from the hospital pharmacy on your discharge, so you will not need to visit your GP immediately. It could be dangerous for you to take any medicines that visitors might bring you. Always tell the Nurse in Charge. if medicines are brought to you during your stay. 9 10

8 Inpatient information Money and valuables Please leave valuables at home and only bring a small amount of money into hospital with you to cover day-to-day needs such as newspapers or phone calls. We cannot be held responsible for any valuables you bring into hospital that are not handed in for safekeeping. What else to bring with you Storage space is limited, so please just bring the basics, such as night clothes, dressing gown and slippers, soap, toothbrush, toothpaste, comb or hairbrush, deodorant, and shaving kit. There are shaving points on each ward and adaptor plugs available. For safety reasons we must check all electrical equipment brought into hospital before you can use it. Please inform ward staff to arrange this. If you are able to wear day clothes during your stay, ward staff will let you know. Laundry services are not available and we ask members of the family or a friend to take home clothes that need to be washed. Your care team The team caring for you is led by a consultant, a specialist doctor. They are supported by other doctors, nurses. and health care professionals, such as occupational. therapists, physiotherapists, dietitians, and speech and language therapists. On the ward Ward routine is designed to help care for patients in the best way possible and for smooth running of services.. It includes things such as timing of ward rounds, meal times, bathing facilities and visiting hours. If you are not told about ward routines when you arrive, please ask. Mail is delivered to your ward from Monday to Saturday and letters are collected regularly for posting. Meals of breakfast, lunch and supper are provided each day for patients on wards. Meal times vary at different hospitals. We will ask you to choose what you would like to eat. If you have special dietary needs or simply do not like the choice on the menu, please let the nurse know.. If you need help with eating or to reach a drink please. tell us. We have a catering booklet which gives more information; please ask the Nurse in Charge for a copy. Radio and televisions are available on most wards. In some hospitals, a screen called Hospedia is available at each bed. This has a phone line, access to the Internet, , games, television and radio. There is a charge for some of these services. To reduce disruption to other patients you can only use personal sound systems with headphones. Hospital Radios broadcast in all of our hospitals

9 On the ward Leaving hospital You may already have an expected date of discharge from when you attended the pre-admission clinic. If not, you should receive one within 24 hours of admission. We will involve you and your carer in the discussions and plans for your discharge, taking account of any care needs you may have once you leave hospital. This important date and the plans will be reviewed daily. You may be discharged in the morning and asked to wait in the discharge lounge until you have your medicines and discharge letter and to allow you to make transport arrangements to take you home.. A letter will also be sent to your GP confirming details of your admission and discharge. Moving on from hospital If you are unable to return home after your hospital treatment is completed, you may have to consider alternatives such as sheltered accommodation or a care home. This is a major change in anyone s life and we offer help and support throughout the process. For further information about this please speak to a member of staff. on the ward. Visitors Visitors are very welcome. Visiting times vary and ward staff can tell you what the arrangements are. If visiting times are a problem because of personal circumstances. or travel difficulties, the Nurse in Charge can agree other arrangements. Please do not visit if you have a cold or if you are feeling unwell. Animals are not allowed in hospital, apart from guide dogs, other support animals or registered therapeutic pets. Emergency and Out of Hours Services Accident and Emergency services Accident and Emergency (A&E) teams at the Royal Infirmary of Edinburgh, St John s Hospital, and the Royal Hospital for Sick Children treat patients with serious illnesses or injuries. You should not go to A&E just because your GP cannot see you as soon as you would like or because your GP surgery or health centre is closed. NHS Lothian s Out of Hours Service provides treatment and advice at nights, weekends and public holidays, including access to doctors out of hours. You can access Lothian s Out of Hours Service through NHS 24 on If you think you need an emergency ambulance call 999. Minor Injuries Clinic The Minor Injuries Clinic at the Western General Hospital, Edinburgh, treats a wide range of injuries, including minor cuts, wound infections and stings, minor burns, suspected sprains and small bone breaks. Staff treat adults and children over one year old. This walk-in service is open from 8am 9pm every day of the year. Phone /

10 General information If you have hearing difficulties, you can use the text phone number to contact the main switchboards. Portable text phones are available in the departments of audiology and paediatric audiology; ward staff can provide these for you. If you or a visitor has specific additional support needs, please contact the department you are going to by phoning the number printed on your appointment card or letter. General information Additional support needs We do our best to meet the needs of people with additional support needs. Professional interpreting and translating services are available. Please inform staff of your language requirements, either before you come to hospital or when you are in hospital. Our learning disabilities liaison nursing service aims to promote access to all hospital services for people with learning disabilities. For further information, advice or support please contact the service before coming to hospital or as soon as possible after arrival. For the Royal Infirmary and Western General. Phone For St John s or the Royal Hospital for Sick Children Phone Pay phones are placed so that wheelchair users can access them. Wards and departments have pay phones adapted for use by people wearing hearing aids. Reception desks are fitted with equipment to allow people with hearing loss to have clear conversations with our staff. Ambulances Ambulance transport is only available for medical reasons. If you need non-emergency patient transport for a hospital appointment please contact our ambulance booking line on , Monday to Friday, 9.30am 4.30pm. You will be asked a few questions to see if you are eligible for patient transport and to ensure that the correct transport is booked. Please contact the ambulance booking line as soon as possible after you receive your appointment time. GPs do not arrange ambulance transport. Relatives and carers will only be allowed in the ambulance if there is a medical need. CHI number Every patient registered with a GP in Scotland has a unique Community Health Index (CHI) number. Using. the CHI number means that we can accurately identify patients at every stage of their care no matter who is treating them or where they are being treated. The CHI number is used on your wrist band, all clinical communications, including patient appointment, referral and clinic letters. Please make a note of your CHI number so that you can quote the number if asked for it by. NHS staff

11 General information Comments, compliments and suggestions you said, we did We welcome all forms of feedback about our staff and services. Your compliments and concerns help us to. make improvements on the services we provide. We also carry out patient surveys and you may be asked to complete one of these. You can tell us what you think by: speaking to a member of staff filling in comments cards or books, or suggestion. boxes which are available in some areas using the tear off slip in this booklet and sending it. directly to NHS Lothian or going to our website and click on your rights at Complaints If you are unhappy about something it is best to get it sorted out as soon as possible. Please contact the Nurse in Charge or Department Manager on the ward or in the clinic, or if you prefer please call the central complaints team. If you wish to raise a formal complaint or provide feedback to NHS Lothian the complaints team will be happy to help you. They can be contacted by telephone on ; by at complaints.team@nhslothian.scot.nhs.uk or by writing to Complaints Department, Waverley Gate, 2-4 Waterloo Place, Edinburgh EH1 3EG. An information leaflet is available on How to Make a Complaint from Health Rights Information Scotland on call or For independent advice and support see page 28. Confidentiality and information about you As part of your care, NHS Lothian needs to record. details of your medical history, personal life and treatment. Our staff need this information to care for you properly. They will share relevant information with other NHS staff involved in your care as this makes caring for you safer, easier and faster. This information may be kept in paper. or computerised systems. When your information is held on computer it is easier for NHS staff looking after you to get information about you quickly so that you can be given the best possible care. The NHS Lothian Caldicott Guardian oversees how we use information and enforce patients rights to confidentiality. All NHS staff must work to a strict code of confidentiality. Your information will not be available to, or shared with, NHS staff or students who are not looking after you directly and do not need to know it. This is known as the need to know principle. It forms part of all healthcare professionals code of confidentiality. As well as direct patient care, the NHS uses information. for a wide range of other reasons. Using information in. this way is extremely valuable and can improve healthcare for everybody. We may use it to protect the health of the general public, check that we run our services safely and effectively, plan health services for the future and for teaching and training. We will either ask your permission to do this or remove information that can identify you personally when we do this. We may use some of your personal health information. for research. This is when healthcare staff use information to help them find the causes of disease, the effects of treatment and for planning new treatments. It may include 17 18

12 General information checking your care against best practice through evaluations or audits on how well the service and treatment you received achieved its objectives. In most circumstances we use information that does not identify individuals. If this research involves you personally, you may be asked for your consent to be contacted or to participate. It may be necessary to share information between a range of agencies and local authority departments, such as social work. If you agree, nominated individuals can also be kept up to date with the progress of your treatment. Sometimes we have a legal duty to provide information about your health, for example, to report births and certain infectious diseases. You have the right to know how your personal health information is used and you can ask a member of staff providing your care. If you wish to view or receive a copy of your health records, please contact the Health Records Department in the hospital you attended, or our Legal Services Manager. on They will explain how to access your records and answer any queries you may have once you have read your health records. If you think any of the information in the record is wrong, incomplete or out of date, you can ask to have the record reviewed. You have the right to object to how we use certain information about you. You can ask us to change or restrict the way we use your information and will comply with your wishes if possible. For further information on. any of the details above contact to speak with the Information Governance Manager.. You can access leaflets on or call (8am-10pm). Deep Vein Thrombosis and Pulmonary Embolism All patients having an operation are at risk of having a blood clot, called a deep vein thrombosis (DVT) or pulmonary embolism (PE). All possible precautions are taken in the hospital to stop this happening but patients can help too by stopping or reducing smoking, losing weight if overweight or obese, and keeping as fit and active as possible before coming into hospital. Drugs and alcohol Consuming alcohol or illegal drugs in hospital is forbidden. Please do not bring either into the hospital. If you do bring illegal drugs, we will report you to the police. Any patient or visitor found to be under the influence of drugs or alcohol may be asked to leave the premises, if necessary by involving the police. Fire precautions In the event of a fire alert, an alarm will sound continuously in the fire zone and intermittently in nearby zones. Please follow instructions given by hospital staff, who are regularly trained in fire and evacuation procedures. Hospital Social Workers You and your relatives or carers may like to speak confidentially with one of the hospital Social Workers who are trained to help you with many of the practical or personal problems you may have as a result of your illness or your stay in hospital. The Nurse in Charge will be happy to make a referral on your behalf

13 General information Infection control We are doing our best to reduce the spread of Healthcare Associated Infection (HAI), such as MRSA (Meticillin Resistant Staphylococcus Aureus) and you can help us with this. Infection can be spread from one person to another by hand contact, so washing your hands thoroughly is one of the best ways to prevent spread. We provide hand gel at hospital ward entrances for staff, patients. and visitors. You can also help by: Washing your hands Ask everyone who touches you to clean their hands! Not visiting someone in hospital if you have a cold or are feeling unwell especially if you have diarrhoea When visiting, don t sit on the patient s bed. Keep the number of visitors to a minimum at any one time Never touch dressing, drips or other equipment around the bed. There are information leaflets regarding specific types of infections and hand hygiene available at the information centres or on the wards. Information Centres Information Centres are situated within the Royal Infirmary of Edinburgh, the Royal Edinburgh Hospital, St John s Hospital and the Western General Hospital. Further copies of this booklet and all information leaflets referred to within this booklet are available from these centres. They will. also be able to provide you with contact details of local groups and services. If you are unable to access any. of the information in this booklet please contact us on Library services Many of our hospitals have patient libraries, which stock. a wide variety of fiction and non-fiction books and audio books. A library trolley service visits wards on certain weekdays. Items such as magnifiers may be borrowed on request. Please ask a member of staff for more details of library services. Living Wills and Advanced Statements If you have a living will or advanced statement, please. tell your consultant or Nurse in Charge. Make sure your doctor knows what it says and ask for a copy to be added to your hospital notes. Also inform any other doctor who. is treating you. Making a difference Across NHS Lothian, there are opportunities for patients and the public to help further improve how we plan. our care and services. For information on how to get involved, participate or volunteer click on get involved. at Making a donation Donations to NHS hospitals in Lothian are welcomed. to the Edinburgh & Lothians Health Foundation.. This is a registered charity (SC007342) and separate. from government funding. While donations to specific areas and ward funds are greatly appreciated, it is the unrestricted gifts that allow the Foundation to support those areas of the hospitals and local community health programmes that need it most. If you would like more information on how to gift or donate, please click on. get involved at

14 General information Mobile phones Mobile phones may be used in some areas of our buildings, if the department manager agrees. Mobile phones must be used with consideration for others and should be set. to vibrate mode. Patients and relatives are advised to. use mobile phones outside clinical areas. For reasons of patient confidentiality, cameras and camera facilities on mobile phones must not be used in patient areas unless with special permission in areas such as maternity. Moving and lifting you safely To keep you comfortable and safe if you need help to move, staff may need to use special patient-handling equipment. This is because the law says our staff cannot be put at risk lifting patients. NHS inform NHS inform is a national health information service, providing access to quality assured information on illnesses, conditions, local services and support groups in Scotland. If you require information on any health issues or support services visit or call (8am 10pm) Organ Donor Register Organ donation depends entirely on the generosity of donors and their families who are willing to make this life-saving gift to others. Joining the register will only take a few minutes of your time. For more information and to join. the register phone or visit Research Research is essential for healthcare developments. Our staff are often involved in research projects that have been approved by the Lothian Ethics Committee. If NHS Lothian takes part in a study for research purposes, we may pass anonymised information from your medical records to the co-ordinating researchers. If this is the case, in accordance with the Data Protection Act 1998, this information will not be linked back to you in any way.. It will only be used for research which has been approved. by the Ethics Committee. We may also write to ask whether you would be willing to help with some research. You have the right to refuse to be included in research studies. If you wish to refuse permission then please contact the Director of Public Health on We will respect your decision and your treatment will not be affected. We may ask you if we can include details of your case. in a particular project, which our staff will explain to you.. If you agree to take part in a research project, we will ask you to sign a consent form. We will keep your details strictly confidential. Researchers are often looking for volunteers to take part. in a whole range of clinical studies, not all involving patients who are actually in hospital. If as a patient, relative, carer or a friend you want to volunteer for future studies, please register your name with us by phoning the Clinical Research Facility on

15 General information Smoking ban Smoking is not allowed in our buildings or grounds. The ban on smoking in public places makes it illegal to smoke in any public place that is fully or substantially enclosed. This includes NHS buildings and areas on NHS property, such as covered walkways and doorway entrances. Anyone found smoking in an area covered by the ban faces a 50 fine. If you need help to stop smoking, free advice is available from SMOKELINE or from your local Pharmacist or GP. For details of stop smoking support, visit and click on the stop smoking section of the home page or visit. Spiritual care Hospital chaplains are available 24 hours a day to offer experienced, confidential and non-judgmental listening support to patients, carers, visitors and staff. They are open to people s beliefs and life situations, whatever they may be. They are also keen to help ensure that the faith practices and personal beliefs of people are respected. You can choose to receive or not to receive spiritual, religious and pastoral support. To respect your own freedom and life choices, you will not automatically be visited. However, if you feel at any time during your stay that the support described here could be helpful, please ask a member of staff to arrange a visit with one of our hospital chaplains. If you want to be visited by a representative of your own church or faith community, the hospital chaplains can make arrangements for you. Please tell ward staff if you would like to see or contact a chaplain for any reason, including support for private faith practice and details. of opportunities for worship. All our hospitals have a sanctuary or chapel, which are open to all people, whatever faith or philosophy of life. they may hold. They are provided for your prayer, private reflection, or simply as quiet places to take some personal time out away from busy wards and clinics. Students Teaching hospitals such as the Royal Infirmary of Edinburgh, St John s, the Western General and the Royal Hospital for Sick Children help to train students from all healthcare professions, including medicine. We have close links with the University of Edinburgh, Edinburgh Napier University and other training institutions. This means that the staff caring for you may include a small number of students. We will ask you if you agree to students being present during your care or playing a part in caring for you. By agreeing to this, you will be helping us train future healthcare professionals. But you have the right to refuse. If you do refuse, we will respect your decision and your treatment will not be affected. Travel expenses You may be eligible for travel costs to and from hospital. if you are receiving certain social security benefits or are. on a low income (HC2 certificate). You can contact your local benefits agency to find out if you are eligible at. Please keep all travel tickets as proof of your journey by public transport, as we cannot refund your fares without them (we do not normally refund taxi fares). You should bring details of any benefits you receive when you come to the hospital. The nurse in charge will give you a certificate 25 26

16 General information of attendance and give you more advice if necessary.. We do not pay travel expenses for anyone who goes to hospital with you, unless your doctor had told us that you need help. Violence and aggression Our staff have the right to work without fear of assault or abuse. They are dedicated to providing patients with the highest standards of care and expect to be treated politely and with respect. We will not tolerate any verbal or physical abuse against staff, volunteers, patients or visitors. We will take appropriate action in any situation where violent or aggressive behaviour is shown towards people or property. Volunteering in NHS Lothian Volunteering support services operate across NHS Lothian. Volunteers help patients and their families in many ways, from being there at times of stress to helping in information centres. Some of their activities also provide funds for extra equipment, comforts and facilities that benefit patients and their families. For more information on volunteering. go to our website and click on get involved at. Mental Welfare Commission for Scotland This is an independent organisation working to safeguard the rights and welfare of everyone with a mental illness, learning disability or other mental disorder. The Free Phone number (for service users and carers) is or phone / Fax: Visit the website at Or write to Thistle House, 91 Haymarket Terrace, Edinburgh EH12 5HE. Patient Advice and Support Service (PASS) Available to provide independent advice and support to people who wish to raise concerns or complaints and promote awareness of patient rights and responsibilities. Please contact the complaints team on who will give you the contact details of the PASS service. Scottish Public Services Ombudsman The Scottish Public Services Ombudsman (SPSO) provides an independent, impartial and free one-stopshop for individuals making complaints about organisations providing public services in Scotland. It normally considers complaints only after they have been through the formal complaints process of the organisation concerned. They do not normally look at complaints more than 12 months after you became aware of the matter you want to complain about. The SPSO is at 4 Melville Street, Edinburgh EH3 7NS or write to Freepost EH641, Edinburgh EH3 8HX. Phone / Fax: ask@spso.org.uk or visit the website at Lothian NHS Board oversees NHS healthcare services. in Lothian. The Board is based at Waverley Gate,. 2-4 Waterloo Place, Edinburgh EH1 3EG.. Telephone For more information on NHS Lothian, visit our website. at

17 To get this booklet in another language or format, please phone or If you require further copies of the booklet please phone NHS Lothian Waverley Gate, 2 4 Waterloo Place Edinburgh EH1 3EG Tel: Version 2 Printed January