WELCOME TOHEREFORD HOSPITALSNHS TRUSTPatient and visitor information

Hereford Hospitals NHS Trust

Hereford Hospitals NHS TrustCounty HospitalUnion WalkHerefordHR1 2ER01432 355444www.herefordhospital.nhs.uk

Welcome to Hereford Hospitals NHS TrustI hope that your stay in the hospital is a comfortable one and we will makeevery effort to look after your individual needs. If you have any specialrequirements please let us know and we will make every effort to make thesearrangements for you.

We would welcome your feedback on the service you receive and contained onthe final page of the booklet is a comments card. I would like to encourage youto complete this and place your response in one of our boxes located aroundthe hospital. This will enable us to respond continuously to your views andimprove the service we provide.

Martin WoodfordChief Executive

Privacy and dignityEveryone at Hereford Hospitals NHS Trust is committed to the delivery of highquality services, affording our patients the same privacy, dignity, respect andcompassion that we would want for ourselves, our family and friends.We recognise each person as an individual and understand that spending timein 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 inmaintaining your own level of independence in all aspects of your care.

At Hereford Hospitals NHS Trust, men and women will be cared for on eithersingle sex wards or on wards with singlerooms or four bedded bays of the samesex; each area will have separate toiletand washing facilities.However, in some wards, such asCoronary Care, Intensive Care and theMedical Admissions Unit, men andwomen will usually be nursed togetherbecause of the specialist skills andfacilities required; curtains are in placeand privacy and dignity will be respectedat all times.If you have any concerns, please talk toa member of the ward staff.

2 Date of revision: October 2009

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Getting thereBy BusThe Country Bus Station next to the hospital is the main station for busesarriving from outside the city. Some services link the hospital with the City BusStation (at Tesco) and there is a bus stop located on the road opposite the mainentrance.

By TrainThe main Hereford Railway Station is approximately half a mile from thehospital. Taxis are available outside the station.

For public transport information on all services in Herefordshire, you cantelephone the National Traveline on 0871 200 2233 or the Public TransportTeam at Herefordshire Council on 01432 260211.

By CarIf possible, ask somebody else to bring you. There is a ‘drop off point’ by themain entrance. If you bring your own car, parking is limited so please leave inplenty of time. If you need any assistance with car parking, please ask one ofour car park attendants.

Parking for the DisabledThere are a limited number of spaces for people with a disability available infront of the hospital.

Parking ChargesThe two main car parks are ‘pay on exit’, meaning that you only pay for theamount of time you have spent at the hospital. There are two areas of carparking that are ‘pay and display’ in front of the A&E Department and in frontof the Fred Bulmer Building. If at any time you have a problem with using thecar park there are attendants present during the day. Please press the helpbutton on the machines and they will assist you.

There are car parking concessions available for frequent visitors and informationsheets explaining this are available at reception points. Carers of inpatients andrelatives of terminally ill patients may also be offered concessions – pleaseenquire with the Ward Sister/Charge Nurse.

What to bring with youYou will need to bring several things with you to hospital, or have a friend orrelative bring them. The following list is a guide:

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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 itemsin with you, particularly large bagsor cases which may not fit into thelockers and in turn make the areamore difficult to clean.

You are advised to bring only essential items whilst you are in hospital as these arenot insured under any hospital policy and will remain your own responsibility if theyare lost. Arrangements can be made for small items to be kept in safe custody andthese should immediately be handed to the Ward Sister/nursing staff. A receiptmust be obtained.

Whilst we do everything possible to prevent the loss of patient property,although rare – this sometimes happens – Hereford Hospitals NHS Trustaccepts no responsibility for the loss of, or damage to, personal property ofany kind, in whatever way the loss or damage may occur, unless deposited forsafe custody and an acceptable hospital receipt is produced.

Hearing aids, spectacles, dentures and jewellery remain the responsibility of thepatient and whilst we will do everything possible to prevent losses we are notfinancially responsible if any of these items go missing. Patients are requested toinsure any items of value before coming into Hospital. Please make sure thatdentures, spectacles and hearing aids not in use are kept in appropriate containers.Wrapping these items in tissue paper is often mistaken for rubbish and removedfrom your bedside by our domestic staff.

Mobile telephones, portable televisions and personal stereo systems withoutheadphones must not be used in the hospital. Alcohol and recreational drugs arestrictly not allowed.

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The use of any personal electrical equipment is not allowed as an electrical faultmay cause further electrical problems within the hospital.

Hospital RadioHereford Hospital Radio can be found on Telecall Radio Channel 8. This is your RadioStation 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. Thesevolunteers are found most evenings collecting your requests from the wards, and thenpresent their programmes from our Studios at the County Hospital. If you would likea request please call on our request line 01432 364049.

Visiting timesVisitors are very welcome whilst you are in hospital. Visiting times vary per wardbut are typically 2.30pm – 5.00pm and 6.30pm – 8.00pm. Please check withindividual wards for further details.

We ask that visitors are limited to two at any one time, to help reduce the riskof infection and to limit disturbance to other patients. Children are welcomehowever numbers should also be restricted to two. Please also remind yourvisitors not to sit on beds but to use the chairs provided and to use the handgel provided when entering and leaving the ward.

Our wards have protected meal times to prevent any non-essential activity atthis time. Visiting is not permitted during this time unless relatives are assistingwith feeding. In certain circumstances we can arrange for members of yourfamily 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 theward 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.

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Your stay in hospital – help us fight infectionHereford Hospitals NHS Trust considers the prevention of infection a toppriority. All staff are committed to ensuring high quality standards aremaintained in both the environment where patients are cared for and in theclinical 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 yourhands’ before they have contact with you

• It is important that you do not touch any drips or tubes that enter yourbody and any wound dressings (or needles) as this may introduce infection

• If you experience symptoms of diarrhoea whilst in hospital it is veryimportant you tell a member of the medical or nursing staff

• If you have any concerns about the cleanliness of the environment orequipment, please let a member of staff know

• It is important that patients’ belongings are kept to a minimum to enablethe 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 exitto the ward

• Do not sit on the patient’s beds and always clean your hands with thealcohol gel if moving between patients on the same ward

• It is important that patients’ belongings are kept to a minimum around thebed space to enable the area to be kept clean. Visitors can support this byoffering to take items home

• Patients must only be brought in commercially prepared, wrapped, non-perishable food and fruit that can be peeled to minimise the risk of foodborne illness

• If you have any questions or concerns regarding infection prevention in thehospital please ask a member of staff.

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No smokingPlease note that Hereford Hospitals NHS Trust is anon-smoking site and smoking is not permitted onANY part of the hospital site or grounds

If you are taking patients’ clothing home for washing, then please do so on aregular basis. The hospital has no on-site washing facilities, therefore soiled linen will beplaced into a special bag that will dissolve in a household washing machine.If you have any concerns regarding the cleanliness of our hospital, then pleaseinform the nursing staff.

Meal timesOn the ward you will be served three meals a day at the following times:

Breakfast: 7.30am – 8.30amMidday meal: 12.00 noon – 1.00pmEvening meal: 5.00pm – 6.00pm

The menus offer several choices, and you will be asked to choose your meals forthe following day. If you have any special requirements, please tell the wardsteward, or ask your nurse if you need further advice. Sometimes, because ofan operation or as part of your treatment, you will not be allowed to eat ordrink. Your nurse will explain this to you.

Religious needs/spiritual supportThere is a multi-denominational chapel on the ground floor near to the mainreception area which is open from 7.00am – 8.00pm. We have a Church ofEngland 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.

InterpretingIf you require interpreting services, please speak to the ward staff who will beable to arrange this for you.

In the event of fireA 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 instructionsdisplayed throughout the hospital.

If you see a fire or smell smoke, please alert a member of staff immediately.

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Staff on the wardThere are many different staff members on the wards. All staff wear identitybadges but if you are not sure who they are, please ask them. If you cannot seetheir badge, ask them to show it to you. If your preference is to receivetreatment by a member of staff of the same sex please ask. We will do our bestto accommodate this, but it is not always possible.

Your DoctorThe person in charge of your medical care is the Consultant. His/her namemay be written above your bed. Together with other doctors who may visityou, the Consultant will discuss your condition and offer you appropriatetreatment options.

Your NurseYou will have a nurse who is responsible for your nursing care. He or she willintroduce themselves to you and will also have help from other nurses.

Ward Sister or Charge NurseThe ward sister or charge nurse manages the whole ward. You can ask to seethem if you have any concerns.

Head of NursingThe Head of Nursing is in charge of a group of wards and departments. He orshe 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.

EntertainmentMost beds have access to a personal telephone and TV. A leaflet on how to usethe system is available at your bedside.

To operate the TV and telephone you need to purchase a card from the vendingmachine. On leaving hospital, money remaining on the card can be refunded atthe vending machine.

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The NHS’s commitment to youWhen you are in hospital, you can expect:

• To have a clear explanation of your condition and the treatment optionsavailable to you

• To be asked for your written fully-informed consent to any operation orprocedure

• 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 NHSIn return, the Trust asks you to:

• Provide us with the necessary information about your condition, symptomsor 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 careWe are a teaching hospital, which means that on occasions your doctor may beaccompanied by student doctors, nurses, midwives or therapists. Although weask for your co-operation in the teaching of student doctors, you are entitled toask that they do not visit you. Please talk to your doctor or nurse about this.

We sometimes conduct clinical trials, which are important for developingtreatment in the future. These may involve some extra tests or extra visits to thehospital. If your doctor asks you to take part in these, you are entitled to sayno. Talk to your nurse if you want to discuss this further or have any concerns.

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Confidentiality and the Data Protection Act 1988We ask you for information about yourself so that you can receive proper careand treatment. We keep this information safely, together with details of yourcare. You may be receiving care from other people as well as the NHS. So thatwe can all work together for your benefit, we may need to share someinformation about you. We only ever use or pass on information about you ifpeople have a genuine need for it in your and everyone’s interests. Whenever we can, we shall remove details which identify you. EVERYONEWORKING FOR THE NHS HAS A LEGAL DUTY TO KEEP INFORMATION ABOUTYOU CONFIDENTIAL. Anyone who receives information from us is also under alegal 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 heldabout you on computer and in certain manual records. This is known as “rightof subject access”. It applies to your health records. If you want to see themyou should make a formal request to the Health Records Department. You canalso 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 someof the details in your health records may be limited in your own interest or forother reasons.

If you would like to know more about how we use your information or if, forany reason, you do not wish your information used in any of the waysdescribed, please speak to the health professionals concerned with your care orthe Data Protection Officer or Caldicott Guardian of the Trust who can becontacted through the PALS Service.

A Caldicott Guardian is a senior person responsible for protecting theconfidentiality of patient and service-user information and enabling appropriateinformation-sharing. The Guardian plays a key role in ensuring that the NHS,Councils with Social Sevices responsibilities and partner organisations satisfy thehighest practicable standards for handling patient identifiable information.

Getting Help – Patient Advice and Liaison – PALSIf you have any problems or queries whilst you are in hospital, please talk to theward staff. If you wish to speak with a doctor or the consultant in charge ofyour 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 speakto 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 withthe Voluntary Services Department on 01432 372 970.

If you wish to make a complaint this must be done in writing. The letter shouldbe addressed to:Chief ExecutiveHereford Hospitals NHS TrustThe County HospitalUnion WalkHereford HR1 2ER

If you want help or advice on making a complaint, please contact PALS on01432 372 986 or the Complaints Department on 01432 364 191.

Voluntary ServicesVolunteers 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 timechatting. They also operate a library service. Volunteers wear green tabardsand if you wish a volunteer to visit you, please ask the ward staff. A mobile hairdresser is also available – please contact Voluntary Services tobook an appointment on 01432 372970.

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Leaving hospitalWe will talk to you about arranging your discharge. Please make sure you haveorganised for someone to take you home, as we cannot normally providetransport. If this is difficult for you, please talk to the ward staff. If you have anyconcerns about your condition once you’ve left hospital, please contact your GPor 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 periodof rehabilitation before returning home. This is usually provided in either one ofthe community hospitals in Herefordshire or the surrounding areas, or theintermediate care unit in Hereford called Hillside. More information regardingthis will be provided by the ward team.

There are a number of organisations in the community that are available tohelp you once you leave hospital. Please ask your ward staff or contact PALS forfurther information.

Gifts and LegaciesIf you wish to make a donation to the ward or hospital, please ask staff on theward for advice, or contact Trust Headquarters on 01432 372 928.

Comments CardWhat did we do well?

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 provideyour 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

Sodexho provides a range of services with the County Hospitalthat includes the delivery of all patient meals, beverages, a

restaurant (Spires), a front entrance café (Tempo), a front entranceretail 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 5.30pmover the weekend. The shop offers a wide selection of items including newspapers,magazines, confectionery and snacks, sandwiches, beverages, gift ideas and chancerequirements.

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 offersa wide range of quality beverages and hot and cold snacks.

Spires Restaurant is located on the first flooropposite the pharmacy. Opening hours are from 9.00amto 2.30pm Monday to Friday. This restaurant offers anexcellent selection of freshly made hot and cold mealsthroughout the day at fantastic prices. The restaurantarea provides a friendly, quiet retreat during busy days.

Vending Machines are located in a number of areasthroughout the hospital with an ‘out of hours’ centralvending area within the foyer in the Spires Restaurant,boasting a large number of healthier option items, andmany products from local suppliers.