Your stay - King Edward VII

1 Patient informationYour stay12 ContentsKing Edward VII s Hospital welcomes you 4 Welcome from Chief Executive 4 Welcome from Matron 4 About this booklet 5 Confidentiality and data protection 5 Personal consideration and respect 6 A safe and secure environment for all 6 Patient luggage 6 Hand hygiene 6 MRSA screening 6 In case of fire 6 Smoking 7 Mobile telephones 7 Visitors 7 Children and vulnerable adults 7 Security 7 Maintenance work 7 Staying safe in your room 10 Preventing Accidents 10 Electrical supply and equipment 10 Hot water 10 Faults 10 Room and ward facilities 11 Nurse Call system 11 Valuables 11 Personal telephone 11 To make a call 11 Television and radio 11 WiFi internet 11 Your bed 11 TV chanel guide 13 Radio channel guide 14 Air conditioning 16 Heating 16 Room cleaning 16 Mail and faxes 16 Food storage 16 Meals and room service 17 Meal times 17 Dietary requirements and food allergies 17 Room service 17 Hospital services 20 Library 20 Newspapers 20 Religious visits 20 Hairdresser 20 Dry cleaning/laundry 20 Porter service 20 Interpreters 20 Chaperones 20 Other services 20 Supporting your recovery 22 Nursing staff 22 Medication rounds 22 Occupational therapy 22 Matron s office 22 Pain relief 22 Moving safely 22 Physiotherapy and hydrotherapy 22 Leaving hospital 23 Discharge planning 23 Discharge time 23 Your belongings 23 Your personal account 23 Our staff fund 23 Ambulances and taxis 23 Take home mediaction 23 Tell us about your experience 26 Patient feedback 26 Complaints 26 Our charitable aims 28 How to support us 28 Become a friend 28 Remember us in your Will 28 Help fund a project or a part of the hospital 28 Recommend us 28 Additional information about King Edward VII s Hospital 29 Registered provider and registered manager 29 care Quality

2 Commission 2934 We aim to provide you with an exceptional level of treatment and care , and all the support you need to recover. We hope that your stay with us is as comfortable and stress-free as possible. King Edward VII s Hospital welcomes youChief Executive Andrew Robertson Matron Caroline Cassels5 About this bookletThis booklet provides information about your stay and tells you about the facilities in your room, your ward and the Hospital as a whole. It also outlines the regulations and procedures that help make our Hospital a safe, secure and pleasant environment for patients, staff and visitors. We hope that it will help familiarise you with your surroundings and answer any questions you may have about your stay. If there is anything else you would like to know, please do not hesitate to ask your nurse or any member of staff. Confidentiality and data protectionIf you do not want anyone to know you are in the Hospital, please tell the receptionist and the nurse in charge of your ward when you also respect the privacy of other patient data and medical records are held in complete confidence and we fully comply with the Data Protection Act 1998 to protect your privacy.

3 The confidentiality of patient information is of paramount importance to the Hospital and our staff. We are required to protect your privacy by processing your personal data, including information about your medical condition in accordance with the Data Protection Act 1998. That means we will only use your information in order to:1. care for and treat you whilst you are a patient of the Hospital and following discharge including to maintain your medical Provide information to your consultant and other medical professionals responsible for your care and Comply with our legal obligations to report information to statutory and accreditation Provide information to your insurer or anyone else responsible for paying your treatment Provide anonymised information for health-related research, statistical analysis and quality we use third parties to carry out diagnostic tests or treatments, for example specialist laboratories. We remain in control of how those third parties process your information and we ensure its confidentially at all have the right to object to your confidential information being used for purposes other than for your care and treatment.

4 Please ensure that you inform a member of staff during your registration process on Personal consideration and respectOur staff will address you by your full title, unless you prefer to be addressed in a different staff you meet will be wearing a name badge with their full name and you wish, you can discuss health related matters with a member of staff of the same will respect your privacy, dignity, and religious and cultural beliefs at all are entitled to have a chaperone present during any examination or procedure. A safe and secure environment for allPatient luggageIn the interests of health and safety, please ensure that your luggage does not weigh more than 20kg and is not too big to be easily carried and transported. Our porters have the right to refuse to assist you with overweight or oversized luggage. gage. Hand hygieneWe are proud of our reputation for cleanliness and infection control, and make every effort to minimise the risk of infection.

5 Hand hygiene is essential for everyone in the hospital. Please use the alcohol gel dispensers throughout the hospital to disinfect your hands, and remind your visitors to do the same. MRSA screeningYou will be screened for MRSA (methicillin-resistant staphylococcus aureusis) when you are admitted. During this quick and painless procedure a nurse will take a sample from each nostril using a cotton bud. If you have tested positive for MRSA in the past please tell your nurse when you arrive. MRSA is relatively uncommon, but can be present on the skin or in the nasal passages of healthy people. If it is not strictly monitored, isolated and controlled it can cause complications, for example with wound healing. Screening patients allows our Infection Control Team a specially trained nurse and consultant microbiologists to treat you before complications can one has ever acquired MRSA at King Edward VII s Hospital. If you have any questions about MRSA, your nurse or our infection control nurse will be happy to answer case of fireOur fire alarm has a continuous, pulsating and high pitched tone.

6 If it goes off, a nurse will come to your room to check whether you are there and make sure your window and door are shut and your visitors will be asked to leave. If you are in the corridor when the fire alarm sounds, please make your way back to your room so we can account for you. You will see a number of blue fire doors in the corridor shutting automatically. Please remain calm and wait in your room for further you discover or suspect a fire, please alert a nurse using the emergency call bell. We test the fire alarm every Wednesday at around is against the law to smoke on the hospital premises, and smoke alarms are fitted throughout. We will take action against anyone found smoking in the hospital. If you need advice on how to stop smoking, please speak to a nurse. Nicotine patches are available from our pharmacy. Mobile telephonesTo prevent interference with critical medical equipment and as a courtesy to other patients, please do not use your mobile phone in public areas of the hospital, except for the library.

7 As ringtones can disturb patients and distract staff, please also keep your phone on vibration mode at all times, and ask your visitors to do the same. VisitorsAll visitors must report to reception on are welcome between 10:00 and 21:00 but are asked to avoid the designated patients rest time (13:30 15:00). We may advise you to restrict your visitors should your treatment require you have any visitors who wish to stay overnight, this should be arranged in advance through your ward sister or admissions. We have five divan beds available, and a charge for an overnight stay including breakfast will be added to your final and vulnerable adultsAdults accompanying children and vulnerable adults are responsible for supervising them and ensuring their safety at all hospital cannot provide any supervision of this kind. SecurityWe have a zero-tolerance policy regarding any form of verbal or physical abuse, whether it involves patients, visitors or members of staff.

8 We will investigate any incident of this kind and take appropriate action. Maintenance workTo maintain our high standards of accommodation and care , it is important that we keep our building in excellent condition and provide the best, up-to-date facilities, which can lead to noise from building and maintenance work. While we try our best to keep this noise to a minimum, we apologise for any disturbance or inconvenience it 910 Staying safe in your room Preventing accidentsTo prevent accidents, we strongly advise you to wear suitable footwear/slippers when walking around your room and the hospital. With your consent, bed rails may also be used to ensure your supply and equipmentWe regularly check the electrical supply and equipment in your room to ensure it is safe. If you would like to use your own electrical equipment, please ask your nurse to have it checked prior to use. Hot waterTo comply with requirements for the safe storage of hot water, the temperature of the supply to your room has to be maintained at 41 43 C.

9 Please take care when using the hot water taps. FaultsPlease report any faults in your room to your and ward facilities Nurse call systemIf you need a nurse please use the bedside handset (see the diagram on the page opposite) or pull the orange cord in your bathroom. ValuablesIf you have any valuables with you, please use the safe in your room to keep them secure, especially when you are not there. You will find the instructions inside the safe. We are not responsible for the loss of any items left in your telephoneYou can use the phone in your room to make and receive calls. If you have difficulty hearing or are partially sighted, we can provide a telephone appropriate to your calls are itemised and charged (per unit plus VAT) to your personal account, to be settled when you leave. Please inform reception if you do not want to receive incoming calls. After surgery, unless you request otherwise, incoming calls will not be put through to your room until you feel ready to receive them.

10 Anyone wishing to know how you are should call the nurses station on your ward. If you are not receiving incoming calls, we will take messages on your a courtesy to other patients, we discourage incoming calls during patient rest time (13:30 15:00) and after 23:00. To make a callTo make an external call to anywhere in the UK, please press 9 before dialling the number you you wish to make an overseas call or need assistance from our switchboard, please press 0. Television and radioYou can operate the television and radio using the remote control handset in your room. Please use the diagram on the opposite page to help you. If you need further assistance, please ask your nurse. We have included a list of television and radio channels on page 13-14 of this you would like to use one of our video or DVD players, please ask reception. There is no charge for this. We do not stock DVDs or a courtesy to other patients, please keep your television or radio volume as low as possible.