Contents...West Hertfordshire Hospitals NHS Trust Bedside folder Contents... Welcome from the Chief Nurse Your bedside guide Sections: Arriving on the ward Staff uniforms On the ward

West Hertfordshire Hospitals NHS Trust – Bedside folder

Contents...

Welcome from the Chief Nurse

Your bedside guide

Sections:Arriving on the ward

Staff uniforms

On the ward

Getting to hospital

Going home

How can you help

Support

Terms you may hear in a hospital setting

Other agencies that may help you, yourcarers and visitors

Compliments and complaints

3

West Hertfordshire Hospitals NHS Trust – Bedside folderWest Hertfordshire Hospitals NHS Trust – Bedside folder

www.westhertshospitals.nhs.uk

facebook.com/WestHertsNHS

@whhtmidwives

Tracey CarterChief Nurse

5

Patient, carer andvisitor bedside guide...The Trust is committed to promoting an

ffats llA .ytisrevid seulav taht tnemnorivneare responsible for ensuring that all patients and

dna ylriaf dna yllauqe detaert era srerac rieht fo sdnuorg eht no tsniaga detanimircsid ton

age, disability, gender re-assignment, marriage and civil partnership, pregnancy and maternity, race, religion and belief, sex, sexual orientation

esingocer eW .nosaer elbafiitsujnu rehto yna rothe need to work in partnership with and seek guidance from other agencies and services to ensure that special needs are met in the application of this guide.

4

We wish to thank the advertisers and sponsors, without whom this publication would not have been possible.

However, the Trust does not endorse any of the products or services they provide.

Welcome from the Chief NurseComing into hospital can be a worrying and anunsettling time, so I hope that the information inthis patient, carer and visitor bedside guide will beof help to you.

This guide has been designed after consulting ourpatients, carers and staff, to provide you with thesupport, advice and general information about ourhospitals and services.

We want your stay to be as pleasant as possiblefor you, your carers, family and friends. If youhave any questions regarding any aspect of yourhospital admission or care, then please ask amember of staff.

We are proud of our Trust, its staff and our corevalues of Commitment, Care, and Quality toprovide the very best care every day.

We are working hard across our hospitals to makeit easier for you to access and use our services. Wewould welcome feedback from you during or afteryour stay. It is important for us to listen and involvepatients, carers and the public from all differentbackgrounds so that we can continue to developand deliver our vision ‘of the very best care forevery patient, everyday’.


What you needfrom home...To make your stay in hospital more comfortable, please consider bringing personal items such as any prescribed medicines including creams and over the counter homeopathic remedies, toiletries, slippers (with non-slip soles), dressing gown and a change of comfortable loose fitting clothes in with you or if you have arrived without personal items ask a friend, relative or carer to bring them in after your admission.

Please do not bring in large amounts of cash or jewellery. The Trust cannot accept responsibility for loss or damage to your personal property and disclaimer notices are on every ward.

Should you need to bring valuables into hospital with you, hand them immediately to the Ward Manager / Ward Sister or Charge Nurse who will give you an official receipt and ensure safe custody. Cash and jewellery will be taken to the Patient Affairs Office and will be deposited in their safe. Nursing staff will ensure that they will be handed back to you prior to your hospital discharge.

76


Arriving on the ward...Arriving on the ward through whichever route can be daunting and confusing. Occasionally, it may be necessary to move you from one ward to another.

Whilst each ward may have its own routine, the ward staff are there to advise and help you during your stay. They will show you where things are and explain your care. If you have any concerns, please tell them. General information would apply whichever hospital or ward you are in.

You will be asked for general information bythe ward staff such as:

• name• address• GP address• ethnicity• religion• next of kin contact details.

Please ensure that you have all of this information including mobile telephone numbers and home numbers for your next of kin. You will also be asked to wear an identification bracelet.

Nurses and other frontline NHS staff are being asked to tell their patients their name, as part of a campaign launched by a doctor on the popular social media website Twitter.

The ‘#hello my name is’ campaign was started by Dr Kate Granger after she became frustrated with the number of staff who failed to introduce themselves to her when she was an inpatient with post-operative sepsis.

The simple words of ‘hello my name is’ can change the whole atmosphere of a conversation. It is a very small, yet extremely powerful way of breaking down the barriers between ourselves and our patients, who may be feeling vulnerable, as it automatically makes them feel safe, looked after and cared for.

Please do not hesitate to ask for the name of the member of staff looking after you during your stay at West Hertfordshire Hospitals NHS Trust.

Medical team on the ward All hospital staff wear an ID card that shows their name, position and photograph. Nursing staff and other healthcare professionals such as radiographers and healthcare assistants have distinctive uniforms. Doctors, Clinical Nurse Specialists, Bed Managers, Discharge Planning Nurses, Social Workers and Administration Staff are amongst the many staff that you may see on the ward who wear their own clothes but shouldstill visibly show hospital identification. Please feel free to challenge our staff when unsure of their identity.

98


Staff uniforms...Healthcare Care Assistant (HCA)Sky blue / white trim tunic or dress, navy trousers.A HCA works under the supervision of the Sister / Charge Nurse or Staff Nurse and helpswith your personal care.

Specialist Healthcare Assistant (SHA)Sky blue / red trim tunic or dress, navy trousers.A SHA helps to support Specialist Nurses and patients with specific conditions.

Assistant PractitionerSky blue / navy trim tunic or dress, navy trousers.Assistant Practitioner performs the same duties as a HCA and will have undertaken further courses and training.

Staff NursesMetro blue / white trim tunic or dress, navy trousers.A registered nurse who looks after you during your stay in hospital.

Junior Sister – Charge NurseRoyal blue / white trim tunic or dress, navy trousers.A registered nurse who works on the ward or department and supports the Senior Sister in running the ward.

Senior Sister – Charge NurseNavy blue / white trim tunic or dress, navy trousers.A registered nurse who works on the wardor department and has overall responsibility for managing it.

MatronRed / navy trim tunic or dress, navy trousers.A Senior Nurse who is responsible for the coordination of the quality of care across a group of wards.

Specialist NurseNavy blue / red trim tunic or dress, navy trousers.A Specialist Nurse has specialist knowledge in an area of nursing and supports people with specific conditions.

HousekeeperLilac / white trim tunic or dress, navy trousers.A housekeeper assists with your care and contributes to house-keeping and administrative duties.

PhlebotomistWhite tunic or dress, navy trousers.The Phlebotomist is responsible for the taking of blood samples.

1110


Corporate NurseCharcoal pinstripe / white trimtunic or dress, black trousers.• Chief Nurse• Deputy Directors of Nursing• Heads of Nursing and Nurses involved in strategic Trust projects• Senior Nurses.

Occupational TherapistWhite tunic with green trim on sleeve andcollar or white polo shirt, green trousers.An OT helps you become more independent in activities such as washing, dressing and help plan your discharge home.Occupational Therapy AssistantBottle green tunic or polo shirt and bottlegreen trousers.

PhysiotherapistWhite tunic with navy trim on sleeve andcollar or white polo shirt, navy trousers.A Physiotherapist assesses you if you have had an operation or if you need assistance with moving and walking.

Physiotherapy AssistantSky blue tunic with navy trim and blue trousers.

Male tunicMale staff wear a tunic the same colour as the female staff depending on post.

Smart scrubsYou may see some staff wearing smart scrubs, the scrubs correspond exactly with the staff tunics, for example: Staff Nurses will wear a metro blue / white trim scrub top.

Other staff you may see on the wardStudent Nurses from the University of Hertfordshire will wear a blue tunic with dark blue piping with navy trousers. The University of Hertfordshire name is embroidered on their tunic.

Ward clerkThe ward clerks wear a teal coloured shirt orblouse.

Radiographers wear a white tunic with burgundy piping and black trousers.

Domestic assistant male staff wear blue polo shirts, navy trousers and female staff wear stripy blue tunics, navy trousers.

Porters wear light blue shirts with navy trousers.

Doctors and Consultants wear their own clothes as do the following staff:• Social workers• Pharmacists• Dieticians• Speech and language therapists• Pain nurses• Stoma care nurses• Palliative care nurses• Health liaison team

1312


14

On the ward...Property and valuablesPlease do not bring in or keep with you large amounts of cash or jewellery. The Trust cannot accept responsibility for any loss or damage while you are in our care.

Whilst we encourage you not to bring in valuables to hospital, we appreciate that many of our patients may wish to have their mobile phones, laptops and iPads / iPods with them. These items will be listed in a Patients’ property book, which you will be asked to sign and you will be provided with a copy for your records.

Any valuable items that you wish to have deposited with the hospital for safe keeping will need to be handed over to a member of staff and you must obtain a receipt as prove otherwise the Trust cannot accept responsibility.

Visiting timesVisiting times vary across the Trust. Most wards will have a rest period when visitors are requested not to visit and these times will be displayed on the ward entrance doors. Details of visiting times can be found on the ward or see the ward information leaflet.

Only two visitors are allowed per patient, please do not sit on the beds as chairs are available. Please keep to visiting times, unless previously arranged with the Nurse in Charge. Small children may visit but please obtain permission from the Nurse in Charge before you arrive.

15


Mobile phonesUse of mobile phones and devices within our hospitals:

Mobile phones are allowed on the ward, but we would ask that you keep them on silent and be careful not to disturb others.

Unauthorised photography, filming or recording is not permitted on hospital premises at any time.

Do not take any pictures, videos or recordings of staff or other people unless you have their personal consent.

Everyone has a legal right to confidentiality, privacy and dignity. It is unlawful to do this without their knowledge and it could mean you are breaching the Human Rights Act.

Patient information ward leafletsPatient information ward leaflets are provided by ward staff such as nurses, healthcare assistants and volunteers. Just ask if you need help understanding the leaflet or would like the information provided in another format such as audio, large print or Braille.

The patient information ward leaflets provide information such as visiting times, protected meal times, ward phone number and the names of the staffing nurses looking after you.

Your dignityThe Trust aims to provide single sex bays, but sometimes patients may be placed in mixed sex bays for clinical need until a bed becomes available in a single sex bay.

Medicines, creams and dressingsPlease give the nurse any medicines or tablets that you are taking. If you are on Warfarin please also provide any medical notes you may have.

Ward roundsWhen doctors and nurses are on their ward rounds, usually in the mornings, they will plan your treatment. We will invite you to share your opinions, discuss your treatment and ask questions during these rounds.

Drug roundsStaff give out medication at regular intervals, usually before meal times and last thing at night. Please ask if you feel you need other medication between drug rounds. In the interests of safety, please do not interrupt the nurses during drug rounds unless it is an emergency.

Pain reliefPain-relieving treatments are readily available. Some are given at mealtimes, others only when asked for. Please say if you are not getting enough treatment for pain, so that the prescription can be improved.

16 17


Intentional roundingIntentional rounding is a structured approach whereby nurses carry out checks on patients at set times to assess and manage the patients fundamental care needs.

These checks are usually carried out at one or two hourly intervals depending on your clinical condition and specific care needs.

You will be visited by a nurse to check on your health status and general well being, monitor your comfort and pain, assist in changing your position and toileting and ensure that you have easy access to personal items and fluids.

These interventions and interactions are then documented on your ‘Intentional rounding’ form.

Infection controlDuring your stay in hospital, good hand hygiene from staff, patients, carers and visitors are actively encouraged. It is important that the hygienic hand rub, situated by the ward entrance, is used by everyone, prior to entering and leaving the ward. Hands must be washed using soap and water after using the toilet and hand wipes are supplied in order that hands can be cleaned before and after each meal.

Hand wipes will automatically be placed on your meal time tray. Please feel free to ask staff if their hands are clean if you have not seen them wash or gel their hands prior to caring for you.

Meals timesWe will provide you with three meals a day, drinks are served at meal times and also at other times during the day. Please advise the ward staff on admission of any particular dietary requirements or cultural requirements you may have. Special diets which can be freely selected on the menu are diabetic, soft puree, higher energy, higher protein and healthy eating choices and any dietary requirements for cultural or religious needs. Meal cards are placed at your bedside, which display the menu that will be offered for that day. Please ask our staff to help you complete the cards if you need to.

There is also provision for Kosher, Halal, African- Caribbean, vegan and vegetarian diets. Please also advise the staff if you require a gluten free diet or if you suffer from a nut allergy. If you are hungry or if you miss a meal, please let a member of your nursing staff know as food is available 24 hours a day.

We operate protected meal times in order to allow our patients to enjoy their meals in comfort, please encourage your visitors to avoid visiting at these times, unless they are helping you with your meal. The ward staff will advise you on what this time is, as it may vary across wards and hospital sites.

Snack boxes and hot drinksSnack boxes are available to patients during the day and evening. Hot drinks are also served at breakfast, mid-morning, afternoon and early evening. Please ask a member of staff for details.

18 19


SleepIt can sometimes be difficult to sleep well in hospital when patients are being treated 24 hours a day. Ward staff make every effort to keep noise to a minimum at night. If you have any problems, please speak to one of the nurses who can offer you ear plugs or sleeping tablets to help.

SmokingThe Trust operates a strict no smoking policy and smoking is not allowed in the buildings or surrounding grounds. This also includes electronic cigarettes also known as e-cigarettes. If you are finding it difficult not to smoke during your stay, please speak to a member of staff who will be able to provide you with support, such as nicotine patches.

Fire proceduresWhen you hear a fire alarm, follow the instructions from the staff and please do not panic! You will be told if it is a test or fire alarm and staff are trained in fire and evacuation procedures. Please do not leave the ward without informing a member of the nursing staff.

PostAny letters being sent to you should have your full name and the name of the ward. Post is delivered and collected once a day. Please make sure before leaving that the ward staff have a forwarding address for you.

EntertainmentSome wards have televisions for hire and additional radios. You are welcome to bring in an MP3 player with earphones but it is your own responsibility to keep this safe. There is a telephone on every ward.

FlowersFor safety reasons cut flowers that need a vase are not allowed on the ward. Flowers in an oasis block or in a sealed water bag are allowed on most wards but please check with the nursing staff.

Guide dogsGuide dogs may accompany visitors but please check with the staff before entering the ward.

The role of the Trust in helping carersThe Trust recognises the vital role carers play in ensuring the health and well being of those they care for. The Trust is committed to ensuring a partnership approach to working with carers is adopted in which the role of carers, along with their expertise and understanding of the patients’ needs, are recognised and taken into account when planning patient care, treatment and discharge.

The Trust can provide the following for carers:

• Reduced car parking fees• Carers are entitled to staff discount on food and beverage• Discount retail deals across Hertfordshire: requires a carers passport• Advice and support on obtaining any of the above can be accessed by a ward member of staff.

20 21


Retail outletsWatford General Hospital

• League of Friends tea bar Level 2, Main Block, Outpatients 8am to 3.30pm

• League of Friends tea bar Vicarage Road, Main Hospital entrance 7am to 3.30pm

• Spice of Life Restaurant Opposite Main Reception

• WHSmiths Main Reception, Level 2, Main Block. WHSmiths offer a cash back facility - weekdays 7am to 7pm, weekends 10am to 4pm

Hemel Hempstead Hospital

• Deli Marche Cafe Second Floor, Verulam Wing: Sells snacks, tea, coffee and newspapers. Monday to Friday 8am to 4pm, closed on weekends.

St Albans City Hospital

Catering in the main reception area of Gloucester Wing; Monday to Friday, 8am to 5pm, closed on weekends.

22 23

Quality of lifeQuality of lifelife

For information on any of our homes or our care services: www.quantumcare.co.uk

LUTON

HODDESDON

Hertfordshire

A1(M)

M25

M1

LETCHWORTHGARDEN CITY

DUNSTABLE

Find it, at one of our 26 Homes in the Hertfordshire areaTel: 01707 393293email: [email protected]

• Residential, Respite and Day Care• Accredited providers of

Specialist Dementia Care • Competitive fee rates, not for profit

A friendly, stimulating atmosphereProviding the human warmth to help you enjoy life in a comfortable, homely environment

Well trained, caring staffWe choose dedicated staff for whom caring is not just a job, but a vocation

A convenient, central locationAll our homes are located in the heart of the local community

What makes an ideal care home?


Preventing falls in a hospital settingPeople admitted to hospital are at risk of falling due to effects of illness or treatment. Falls can lead to a longer stay in hospital and on occasions can result in serious injury.

Patients, carers and visitors are encouraged to advise staff of any fragility or mobility problems that the patient may have.

To help reduce the likelihood of falling please:

• Discuss any concerns about falls with the nursing / medical team.

• Bring in footwear that is in good condition, well fitted and has a non slip sole.

• Avoid used flip flops and open back footwear.• Wait for the staff to attend to you, if you have

activated your call bell and need assistance.• Take time to read the falls prevention leaflet

that is available on the ward.

Being in hospital does not mean we can completely prevent falls, but West Hertfordshire Hospitals NHS Trust is dedicated to reducing the number of patient falls and minimise any injury that may occur as a result.

Preventing pressure ulcersin a hospital settingWhilst you are in hospital your risk of developing a pressure ulcer increases. Any person can be at risk; however some people are at higher risk than others. A pressure ulcer risk assessment will be carried out with you within six hours of when you are admitted which will be used to identify the risk of developing a pressure ulcer. If it is felt that you may be at risk, plans will be put in place to reduce the risk, which may include:

• Pressure relieving cushions and / or mattresses.• Regular review of your skin and any changes

in your health.• Advice on how often you need to move or be

moved.• A schedule of when you should be moved.• Placing you in a correct seating or lying

position.• A review of your dietary requirements.• Discussions of what your concerns or needs

are and what you can do to help reduce your risk of developing skin damage.

• A pressure ulcer prevention leaflet should be given to you to help provide more information on preventing pressure damage.

Be aware, sometimes pressure ulcers may occur even if you are doing everything you can to avoid them. Pressure ulcers can get better if you have the right treatment and you look after yourself.

Please ask a member of staff if you have any questions or if you think you are developing apressure ulcer.

24 25


Preventing hospital acquired blood clotsWhilst you are in hospital your risk of developing a blood clot increases. This can be for many reasons which include; reduced mobility, dehydration and surgery. Prevention methods are prescribed by the team to help reduce your chance of developing a blood clot. On rarer occasions, some patients will have received the appropriate prevention and unfortunately still develop a blood clot.

Blood thinners: You may receive this by injection into your tummy during your stay and sometimes when you go home as well.

Stockings: You will be shown how to wear these (these are the green ones). Please wear them all day and during the night whilst in hospital. Do not roll them down or pull them up over your foot. If they feel uncomfortable, please inform the nurse looking after you.

There are a few things you can do to help yourself:

• Keep moving or walking and get out of bed as soon as possible as you can after an operation.

• Ask your nurse or physiotherapist for more information.

• Ask your doctor or nurse ‘What is being done to reduce my risk of developing a clot?’

Drink plenty of fluids to keep hydrated.

Please also read the leaflet entitled ‘Preventing blood clots in a hospital setting’ that was givento you by your nurse on admission.

Getting to hospital...

Car parking and concessionsParking charges apply 24 hours, Monday to Sunday. Tickets expire at midnight on day of purchase:

Hours Price

Up to 30 minutes (in designated bays) Free

Up to 1 hour £2.00

1 to 2 hours £4.00

2 to 3 hours £6.00

3 to 4 hours £7.50

4 to 6 hours £12.00

6 to 24 hours £15.00

Disabled badge holders may park for free in designated disabled bays and in the visitors car park with the blue badge clearly on display.

Concessionary parking procedure is available for visitors, patients and students and this covers Watford General, Hemel Hempstead and St Albans City Hospitals. A reduced parking rate is in place for patients, carers and visitors who are attending any ward or department on a frequent or long term basis and to relatives who are activelyparticipating in the care of a patient who is staying on a hospital ward.

Please ask a member of staff for details.

2726


Pay car park by phoneYou can now pay for your parking at Watford General Hospital online, via the PayByPhone application or over the phone after a short registration process. To do this, visit the PayByPhone website at www.paybyphone.co.uk, or call 0330 400 7275. The Watford General Hospital site code is: 8490.

Concessionary parking permitsThe ward / department can complete a concessionary parking permit form to allow your main visitor to park at a concessionary rate. When the form is completed your visitor will need to hand the form in at the main reception desk who will issue a permit.

Opening hoursMonday to Friday: 8.30am to 5.30pmSaturday and Sunday: 1.30pm to 5.30pm

If you experience any problem outside these hours please speak to a car park attendant situated in the main reception area.

Fares reimbursementSome patients are eligible due to their benefit entitlements to claim for travel costs to and from the hospital. Claims can be made through the Patient Affairs Office in person or by post.

You must provide proof of the following:• Appointment letter and confirmation of

attendance.• Current proof of benefit car park ticket.• Bus / train ticket.

Taxis are not paid unless a doctor confirms in writing that a patient is notfit to drive or travel by bus / train due to their health condition.

28

Public transportOur services are based over three sites with Watford being the main site within the Trust.

Please take time to check any correspondence you receive about which of our three hospital sites your appointment or visit is going to be on.

Arriva Buses: Bus services and timetables offeredby Arriva buses.

London Midland Trains: Information about trainservices to Watford and Hemel Hempstead (London Euston to Northampton).

Southern Trains: Information about train services to Watford and Hemel Hempstead (East Croydon to Milton Keynes).

Thameslink and Great Northern: Information about train services to St Albans.

Intalink: For Hertfordshire travel information.

Traveline: Public Transport Information Herts County Council Public Transport.

Herts County Council Public Transport

Walking to the hospitalYou may prefer to travel to your hospital visit on foot. Each of our hospital sites has suggested walking routes that are suitable for wheelchair users and visitors with buggies and pushchairs.

29


Travel information kiosksInformation kiosks with public transport timetables are located in the main reception, level 2, main block and in the Spice of Life Restaurant.

For further travel information visit:

• www.hertslink.org/travellink• www.intalink.org.uk/• www.traveline.info/index.htm

Voluntary transport schemeThis service is provided by volunteers who live in the St Albans, Hemel Hempstead and Watford hospital areas.

The service is available to West Hertfordshire patients provided they:

• Do not qualify for ambulance transport.• Cannot manage on public transport.• Cannot afford to travel by taxi.• Do not have a relative or friend who can help.

The service can only be arranged by hospital departments or by GP surgeries. Please give as much notice as possible (ideally one week or more) so our volunteers can make arrangements. Our team of volunteer drivers give their time freely but a charge is made for fuel. This equates to a fee of around 80p a mile. A minimum journey charge of £8 is made and this rises depending on the mileage involved.

Patients are advised in advance of the exact fee and our drivers will issue patients with receipts.

30 31


Going home...

Discharge homeIf you have been prescribed any medications / dressings during your stay in hospital, we will give you any supply to take home. No charge will be made for this. Should you need to continue this medication your GP will be advised so that they can issue any further prescriptions.

Please remember to collect any medication that you brought into hospital with you to take home Please ask the ward staff for any medical certificates you may need before leaving the ward. Please ask the ward Pharmacist if you have any questions about your medication.

The Patient loungeOn the day of discharge you will be transferred to the Patient lounge where you will wait in comfort for your final arrangements to be made. The Patient lounge now offers a home from home environment offering hot meals, snacks, drinks, newspapers and television in a climate controlled area. It is important to note that final arrangements for discharge can take up to six hours however the Patient lounge is staffed by registered nurses to ensure continuity in your care whilst you are waiting. Should you wish to go home and return for your medication later in the day, please inform the nurse on duty in the Patient lounge.

32

Before you leave the hospital:

• Give the ward staff a forwarding address for any post.

• Collect your discharge letter for your GP.• Make sure that you have any medication that

you may need .• Collect any medical certificates you may need.• Ask for any valuables deposited with Patient

Affairs.• Make sure that you are clear about any care

you may need after you have been discharged.

Choice policyIf your discharge assessment identifies that you require treatment elsewhere or support and your first choice is not available, you will be asked to move to a temporary option that is available whilst you wait for your preferred choice.

This applies to:• IMC (Community rehabilitation).• Nursing and residential homes.• Packages of care.• Equipment and home modification.

33


Medicines and wound dressingsIf you have been prescribed any medications / dressings during your stay in hospital, we will give you any supply to take home. No charge will be made for this. Should you need to continue this medication your GP will be advised so that they can issue any further prescriptions.

Please remember to collect any medication that you brought into hospital with you to take home.

Please ask the ward staff for any medical certificates you may need before leaving the ward.

Please ask the ward Pharmacist if you have any questions about your medication.

Medical certificatesBefore leaving please ask the ward staff for any medical certificates you may need.

Personal propertyPlease make sure that you get back any valuablesyou gave to the staff to keep safe.

Medical equipmentWhen you have finished with any medical equipment given to you to use at home, for example, crutches or zimmer frames, please return them to the ward where you were discharged.

Any equipment from the OccupationalTherapy Department should be returned to:

Hertfordshire Equipment ServiceMount Pleasant LaneHatfield, Hertfordshire AL9 5NRTel: 01707 281796

How can you help...

Volunteering in the TrustVolunteers in the NHS are individuals who choose to freely commit their time and energy to support the work of the service, without receiving any financial benefit beyond reimbursement of expenses. They bring tremendous value to the NHS, working in a variety of roles that enhance the services to patients that paid staff provide, and also assist the NHS in improving and developing services.

The Trust fully recognises the importance of volunteers and is committed to the development of voluntary work by supporting and promoting these individuals.

The minimum age for volunteering in the NHS is 16, (depending on the type of volunteering undertaken; however there is no upper limit, providing the individual is in good health.

Gifts and donationsThe Trust is a registered charity and any donations are very welcome. Donated can be made to a specific department or to the Trust to be used in any areas where it is needed. To make a donation, you can either take cash or cheque (made out to West Hertfordshire Hospitals NHS Trust) to the Patient Affairs Department in the main reception, level 2, main block. Alternatively you can contact the Charitable Funds office on 01923 436 759.

3534


Support...Patient Advice and Liaison Services (PALS) and ComplaintsThe Patient Advice and Liaison Service (PALS) is available to patients who wish to raise any issues or concerns regarding their stay in hospital.

Please talk to the ward staff if you have any issues and concerns, and if that does not resolve the problem, please ask them to contact the PALS staff who would be happy to visit you, your relative or carer on the ward. You can also visit the department in person where you can speak to the PALS team in confidence. Even if you have been discharged from hospital, you can still make the Trust aware of any issues you wish to raise.

The PALS office at Watford hospital is near the main reception in the Princess Michael of Kent building, operating a drop in service between 10am to 4pm. The PALS office can be contacted via email at [email protected] or by phone, on 01923 217 198.

Out of hours:

Please leave a telephone message or send an email and you will receive a response to your enquiry the next working day. In an emergency, ask for the on-call manager via hospital’s main telephone number 01923 244 366.

Should your relatives / carers / friends wish to raise concerns on your behalf, the PALS team would need to have your written consent. This is to protect patient confidentiality. PALS also welcome calls via the Text Relay service - prefix all numbers with 18001.

36

Spiritual and Pastoral Care teamThe Spiritual and Pastoral Care team is available to all who want care, including members of all churches and religions, those with a private faith and those who want confidential and non-judgmental support while in hospital. The team is available to support people in times of suffering and uncertainty.

The Chaplains are normally on site through the day from Sunday to Friday and will visit within 24 hours when a request is made. They seek to visit within the hour if there is an urgent need. It is normal practice to call Chaplains during working hours, when they are readily available on site.

The team is available on-call at all other times for emergencies.

For Anointing and prayer (Sacrament of the Sick)in a critical situation only, a Roman Catholic priest can be paged at any time through the hospital switchboard, a request should be made to the ward staff for a call to be made.

For general support, prayer or Holy Communion,please contact the Trust’s Roman Catholic Chaplain on 01923 217 994 or through the ward staff.

37


Patient and Public Involvement explainedThe Trust is always looking for ways to improve its services and the best way to do this is to listen to our service users, carers or members of the public who visit our three hospital sites.

When discharged home if you would like to support the Trust on any of the following improvements ie:

• Planning services the Trust is responsible for.• Developing and considering proposals for changes in the way those services are

provided.• Decisions to be made that effect how those services operate.

Please contact the Trust’s Lead for Patient and Public Involvement who can discuss this further with you (01923 217 803).

The Patients’ PanelThe Patients’ Panel speaks on behalf of patients, their carers and families. They are ‘critical friends’ of the Trust and work Trust wide to ensure that the contribution they make to patient and public involvement is as representative of as many patients and carers as possible.

The Patients’ Panel works closely with other volunteers in the hospital and within the local health and social care area of West Hertfordshire and the wider community that the hospital serves.

Please ask a member of staff if you would like aPatients’ Panel member to visit you.

38

Patient experienceWest Hertfordshire Hospitals NHS Trust is committed to providing high quality, patient focused healthcare that meets the needs of a diverse population ensuring national standards of excellence are achieved. It is widely recognised that there are many positive influences to improving patient experience. By adopting an organisation-wide approach to care we can better meet your needs thereby significantly improving your overall experience and satisfaction throughout your stay in our Trust.

National and local patient surveysPatient feedback in the Trust is key to ensuring continual development and improvement. Understanding what you, the patient, think about your care, treatment and overall experience is crucial to improving the quality of care being delivered by our staff. One way of obtaining this feedback is by asking patients, their carers, family members and friends to take part the NHS Friends and Family Test.

Patient Affairs officeThe Patient Affairs office is located in the main foyer, level 2 of the Princess Michael of Kent Wing on the Watford General Hospital site. If you wish to contact them on any of the following services please note that their opening hours are from Monday to Friday 9am to 4pm, or they can be reached on 01923 217 114. Alternatively please speak to a member of ward staff who can speak to them on your behalf.

39


The NHS Friends and Family Test (FFT)The NHS Friends and Family Test (FFT) was created to help service providers and commissioners understand whether patients are happy with the service provided, or where improvements are needed. It is a quick and anonymous way to giveyour views after receiving care or treatment across the NHS.

When you complete your treatment or are discharged from our service, you will be invited to complete the FFT. You may be asked while you are still on the premises, or you may be contacted within the 48 hours that follow.

You can rank your answer from extremely likely to extremely unlikely. You will also have the opportunity to explain your ranking by adding comments, and you may be asked some follow up questions. This is important, because the Trust can only make changes if they know exactly what is or isn’t working.

You may ask a member of staff how this information is used.

Wills and Power of AttorneyStaff may be able to witness your Will or Power of Attorney, if you require this service and need further information please contact the office.

40

Terms you may hear in a hospital setting...

Organ and tissue donationIf you would like to sign up or receive further information please call the Organ Donor line on 0300 123 23 23 and if you are hard of hearing the Mincom number is 0845 730 0106 or visit thefollowing website:www.organdonation.nhs.uk/register-to-donate/

Mental Capacity ActThe Mental Capacity Act (MCA) empowers people to make decisions for themselves wherever possible, and protects people who lack capacity by providing a flexible framework that places individuals at the very heart of the decision making process about their care and treatment. It only applies to individuals aged 16 years and over.

Deprivation of Liberty SafeguardsArticle 5 of the Human Rights Act states that ‘everyone has the right to liberty and security of person. No one shall be deprived of his or her liberty (unless) in accordance with a procedure prescribed in law’. The Deprivation of Liberty Safeguards is the procedure prescribed in law when it is necessary to deprive someone of their liberty. This could be in a residential home or a hospital. These safeguards only apply to a patient who lacks capacity to consent to their care and treatment but needs to remain in hospital in order to keep them safe from harm.

41


Lasting Power of AttorneyA lasting power of attorney is a legal document that lets the person to which it relates to appoint one or more people (known as attorneys) to help that person with a decision or decide on their behalf in particular circumstances.

There are two types; the first relates to that person’s health and wellbeing and the second relates to that person’s property and financial affairs. The document can be produced to a member of healthcare staff who may have to seek to verify its contents and confirm whether it applies. If you think this document may assist you then you should contact a solicitor who will guide you through the process.

42

Other agencies that may help you,your carers and visitors...

Herts HelpsIf you need help and don’t know where to turn, if you have a question or a problem, you can contact HertsHelp on 0300 123 4044 from 8am to 6pm, Monday to Friday. They will listen to what you need and if you would like them to, telephone people and make arrangements on your behalf. Or they can put you in touch with organisations that can help. They will then call you to make sure that you have found the help you need.

Age UK HertfordshireAge UK Hertfordshire is an independent charitable organisation, which observes the values, principles and good practice of Age UK the federation and consequently has been granted a licence to use the well known name, Age UK, which is respected throughout the country, providing services and support to older people for over 50 years. Their staff and volunteers have a passion for helping older people get the best out of later life. To find out more about their services you can contact on their information and advice line 0300 345 3446.

Kissing it BetterIn conjunction with West Hertfordshire Hospitals NHS Trust, the healthcare charity Kissing it Better has created projects that aim to enhance the wellbeing of patients, carers and visitors. By offering gentle entertainment such as beauty therapists, singers, musicians and pat dogs. The aim of the charity is to help reduce pressure on staff and improve the overall patient experience.

43


Alzheimer’s SocietyThe Alzheimer’s Society believe passionately that life doesn’t end when dementia begins. They are here for anyone affected by dementia and do everything they can to keep people with dementia connected to their lives and the people who matter most.

For information and advice in the West Hertfordshire area, Age UK Hertfordshire can be contacted on 01707 378 365.

Healthwatch HertfordshireHealthwatch Hertfordshire is the independent consumer voice for health and social care in Hertfordshire. Healthwatch is committed to representing the views of Hertfordshire’s citizens.

We work with voluntary and community sector organisations to ensure the voices of service users and communities are heard and represented. To find out more about their services you can contact them on 01707 275 978.

Compliments andcomplaints...

If you are unhappy about any aspect of your care or treatment, please talk to the member of staff caring for you, who may be able to solve the problem straight away. If you would prefer to talkto somebody not directly involved in your care you may also contact the Patient Advice and Liaison Service (PALS).

Details of how to contact PALS are given in the section titled Patient Advice and Liaison Service (PALS) of this guide.

If you wish to put a complaint in writing pleaseaddress your letter to:

The Chief Executive’s officeWest Hertfordshire Hospitals NHS TrustWillow HouseVicarage RoadWatfordHertfordshireWD18 0HB

www.westhertshospitals.nhs.uk

facebook.com/WestHertsNHS

@whhtmidwives

4544

West Hertfordshire Hospitals NHS Trust

Patient, carer and visitor bedside guideWest Hertfordshire Hospitals NHS TrustVicarage RoadWatfordHertfordshireWD18 0HB

If you need this folder in another language,large print, Braille or audio version, please call01923 217 198 or email [email protected]

Authors

Department

Ratified / Review date

Version number

Medical Illustration

Lesley Lopez, Patient and Public Involvement LeadIntisar Abdul-Kader, Patient Information Co-ordinator

Patient and Public Involvement

July 2016 / July 2018

2

62329_©Medical Illustration WHHT__Bedside Folder. July16v2

Documents

Contents...West Hertfordshire Hospitals NHS Trust Bedside folder Contents... Welcome from the Chief Nurse Your bedside guide Sections: Arriving on the ward Staff uniforms On the ward