What to expect during your stay

Settling in

Our staff will do their best to show you around the ward and help answer any questions you might have.

They'll explain how to use the call bells by your bedside, and in the bathrooms and toilets, if you need assistance.

You'll wear a hospital identity bracelet with your name on it. This allows all staff to quickly identify you. If you have an allergy, this bracelet will be red. This is for your safety, so please wear it at all times.

Storing your personal belongings

There is a small cupboard beside your bed where you can store a few of your personal belongings. We do not recommend using it for valuables as there is no lock. We ask you to leave valuables at home if possible. If you've brought valuables with you, please ask a relative to take them home for you. Please tell your nurse if you have any concerns.

We cannot take responsibility for your valuables unless you put them in the hospital's secure facilities. Speak to your nurse if you need help.

Your medicines

Please give all the medicines you've brought in with you to the nurse. They will tell you where and how they'll be stored.

Please let us know if you're allergic to any medicines.

It is important that you tell the doctor and ward pharmacist about any medicines you're taking. This includes:

• prescription medicines
• medicines you buy from a pharmacy or shop
• alternative medicines, such as herbal remedies

Your medicines will be moved with you if you need to change wards. Talk to your nurse if you want to administer your own medicines during your stay.

Please ask your clinical team any questions about your medicines. Your welcome pack includes a leaflet called questions about your medicines.

There's also more information on the your medicines in hospital page.

Your accommodation

See our A-Z of wards to find information on the specific ward you will be staying on.

You usually stay on a ward that specialises in the care of the condition or illness you have.

Sometimes you might stay on a ward with a different specialty. You'll still be seen by your specialist medical team on their daily ward rounds.

Our wards are made up of separate male and female gendered bays. If you have any questions about staying in a bay or on the ward, please talk to a member of staff caring for you.

The toilets and bathrooms close to your bay are for the people in your bay only. You will not need to walk past patients in a different bay to reach your bathroom and toilet facilities.

We have a limited number of side rooms that accommodate 1 person only. These rooms might be used for a number of reasons, for example, to prevent infection from spreading.

If you need a test or treatment in another part of the hospital, we will make sure that you are appropriately dressed. Your privacy and dignity will be maintained at all times.

Infection control, help us to protect you

We might give you a bottle of special skin wash to use in the bath or shower during your stay. This is to reduce the risk of infection. If you have any questions about how to use it, please ask the staff caring for you.

You'll be screened for certain infections when you are admitted and if needed during your stay. If you have an infection, you might be asked to isolate in a side room or have a trolley at your bedside, for extra precautions to protect other patients.

Thoroughly cleaning hands is one of the most effective ways to prevent the spread of infection. You can help by taking these steps:

• Clean your hands before meals. If you are not near a hand wash basin, please use the hand sanitiser or hand wipes at your bedside.
• Clean your hands with soap and water after going to the toilet.
• Encourage your visitors to clean their hands when they enter and leave the ward, and ask them not to visit you if they are ill

All staff should clean their hands before any contact with you or the environment.

If you are worried that a staff member has not cleaned their hands, you have a right to ask that they do so. If you find this difficult, please talk to the ward sister or nurse in charge.

You might be asked to wear personal protective equipment (PPE), such as a face mask. This is for your own and others' protection. Please speak with the nursing staff if you have any questions.

Read more about infection prevention and hand hygiene.

Decisions about your care

Your clinical team will talk to you about your condition and options for treatment. Most people respond well to treatment.

Some people think about:

• treatments they would not want
• where they would prefer to be cared for

Please tell us if this is the case and consider sharing this with your close family or friends.

Religious and spiritual care

Our spiritual care team is available for anyone would like someone to talk to.

Ask a member of staff to call the spiritual health care team if you would like more information or call 020 7188 5588.

Television, radio and phones

We have a television, radio and phone service at your hospital bed on most of our wards. This service is provided by WiFi SPARK.

Contact

If you're calling from your hospital bedside phone, please select the 'operator' feature on screen. It's free to speak to an advisor.

• Phone: 034 5414 1234

The customer care team is available 24 hours a day, 7 days a week.

Television

The bedside television service is available 24 hours a day.

It's a service you need to pay for. There are different packages available.

Channels 1 to 5 are free from 6am to midday daily. You do not need to register.

You can pay for a range of 'on demand' services. These include:

• movies
• TV box sets
• audio books
• Sky Sports and BT Sports

Content and prices are available at your bedside or you can phone the customer care team.

You can pay for the bedside television service by:

• calling 034 5414 1234 and providing your name, date of birth, bedside location and bedside telephone number
• using a debit or credit card at the bedside payment screen

Radio

Hospital radio and BBC Radio 1 to 4 is free.

Phone calls

Phone calls from the bedside telephone to UK landlines (01, 02, and 03) are free. Calls to mobile (07 and 08) numbers are free for 2 minutes.

Calls to your bedside telephone cost 13p per minute, plus any standard network charges.

Mobile phones should not be used in some areas of our hospitals. They may interfere with medical equipment or disturb other patients. Where you can use them, please keep them on silent and think of other patients.

Wi-Fi

Free access to the internet is available for all patients, visitors and carers. To connect, search for the NHS WiFi network on your device.

Please note that some internet content is blocked. Our free WiFi should not be used for viewing TV programmes or making phone and video calls (including FaceTime and Skype).