What to expect during your stay
Staying in hospital as an inpatient
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.
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
- over-the-counter medicines you've bought
- 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.
See our A-Z of wards to find information on the specific ward you will be staying on.
You'll usually be staying on a ward that specialises in the care of the condition or illness you have.
Sometimes you might be staying on a ward with a different specialty. You'll still be seen by your specialist medical team on their daily ward rounds.
These wards are made up of separate bays. We'll make sure that everyone in your bay is the same sex as you.
There might be male and female patients on the ward where you're staying. The toilets and bathrooms close to your bay are for the people in your bay only. You will not need to walk past patients of the opposite sex 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 spreading.
If you need a test or treatment in another part of the hospital, we will make sure that you are appropriately dressed, and your privacy and dignity are maintained at all times.
Eating well helps you to recover. We want you to benefit as much as possible from the foods that you eat.
We make all our meals using fresh ingredients in our hospital kitchens. We are proud to hold the Silver 'Food for Life' accreditation. This means all our meals are:
- free from additives
Mealtimes vary from ward to ward. Approximate times are:
- breakfast, 8am to 8.30am
- lunch, midday to 1pm
- dinner, 5pm to 6pm
Hot and cold drinks are available throughout the day. We offer mid-morning and mid-afternoon snacks.
We have a protected mealtime policy. Visitors can stay with you if you need their help to eat or drink. Any tests you need should take place before or after meals.
Please let us know if you need help at mealtimes.
If you miss a meal, a snack pack can be ordered for you. Please speak to your nurse or food service assistant about this.
Please speak to a nurse if you:
- have lost weight recently without trying
- feel that you are underweight
- have a poor appetite
They can refer you to one of our dietitians for assessment and advice.
You can choose your breakfast, lunch and dinner from our menus each day.
Our menus include:
- hot and cold items
- vegetarian and vegan options
- range of food from around the world
Please let our nursing staff or your food service assistant know if you have any:
- food allergies
- special dietary needs
- religious requirements
Allergen portal has allergy and nutrition information about our menus.
We cannot reheat food brought in for you. There are microwaves in our retail outlets that you can use. Any food brought in must be in a suitable container and labelled.
Your ward might have a day room where you can watch TV or sit with your visitors. Please ask your nurse for details.
We want you to be able to rest and sleep as well as possible during your stay. Prepare for rest and sleep as you would normally do. Make sure you have anything you might need during the night close at hand.
After 10pm, please keep noise to a minimum. Put any mobile devices on silent and use the headphones provided to listen to the TV or radio. Please also dim the screens of any electronic devices.
After 11pm, the main ward lights will be dimmed. If you need any help to go to the bathroom, please speak to a nurse.
Please ask your nursing team if there is anything you need to help you sleep, such as pain relief, or extra blankets or pillows.
Most wards do not have laundry facilities for patients. We ask you to send your personal washing home with relatives or friends.
Patients, visitors and staff are not allowed to smoke anywhere on our grounds.
If you smoke and are already using treatment, for example nicotine replacement therapy, please bring this to hospital with you.
If you would like help giving up smoking, please speak to your doctor, nurse, therapist or pharmacist. We can provide nicotine replacement therapy like patches, to help you with any withdrawal effects. Staff caring for you can then organise continuing support and treatment for you from your local NHS stop smoking service when you leave the hospital.
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've any questions about how to use it, please ask 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 other's protection. Please speak with nursing staff if you have any questions.
For more information, please ask for our information about hand hygiene.
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.
We have a television, radio and phone service at your hospital bed on most of our wards. Hospedia provide this service.
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: 0345 414 1234
- Email: [email protected]
The customer care team is available 24 hours a day, 7 days a week.
The bedside television service is available 24 hours a day.
It's a service you need to pay for. There's 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:
- TV box sets
- audio books
- Sky Sports and BT Sports
Content and prices are available at your bedside or you can call Hospedia's customer care team.
You can pay for the bedside television service by:
- calling 0345 414 1234 before your stay in hospital to pre-register and add credit
- using a debit or credit card at the bedside payment screen
Radio services are free.
Phone calls from the bedside telephone to UK landlines (01, 02, and 03) are free. Calls to mobile phones 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.
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).
If there is anything you need to know, don't understand or need help with, please ask our staff who are here to look after you.
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