A guide for patients and relatives · 2019. 12. 20. · Coming to Hospital Booklet V13 December...

Coming to hospital

A guide for patients and

relatives

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Coming to Hospital Booklet V13 December 2019

Contents Contents ................................................................................................................................... 1 1. NHS Shetland ................................................................................................................... 2 2. Plan of Hospital ................................................................................................................ 2 3. Welcome .......................................................................................................................... 3 4. Our Promise to Patients ................................................................................................... 3 5. Before Coming to Hospital for an Out Patient Appointment ............................................. 5 6. Organising Your Appointment .......................................................................................... 5 7. Consent to Treatment ....................................................................................................... 6 8. Additional Needs .............................................................................................................. 6 9. Outpatient Information ...................................................................................................... 6 10. Arriving at the Clinic ......................................................................................................... 7 11. Seeing the Healthcare Team ............................................................................................ 7 12. After Your Visit ................................................................................................................. 8 13. Inpatient Information (including Day Surgery) .................................................................. 8 14. What to Bring with You ..................................................................................................... 9 15. Arriving In Hospital ......................................................................................................... 11 16. Your Care Team ............................................................................................................. 11 17. On The Ward .................................................................................................................. 11 18. Person Centred Visiting .................................................................................................. 12 19. Meals .............................................................................................................................. 13 20. Hospital Social Worker ................................................................................................... 15 21. Illegal Drugs and Alcohol ................................................................................................ 15 22. Smoking ......................................................................................................................... 15 23. Violence and Aggression ................................................................................................ 15 24. Fire Precautions ............................................................................................................. 15 25. Moving and Handling ...................................................................................................... 15 26. Infection Control .............................................................................................................. 16 27. Leaving Hospital ............................................................................................................. 16 General Information ................................................................................................................ 16 28. Interpreting and Translating ............................................................................................ 16 29. Spiritual Care .................................................................................................................. 16 30. Students ......................................................................................................................... 17 31. Research ........................................................................................................................ 17 32. Emergency Services ...................................................................................................... 18 33. NHS 24 and Out of Hours Services ................................................................................ 18 34. Ambulances .................................................................................................................... 18 35. Travel Arrangements and Expenses .............................................................................. 19 36. Comments, Suggestions and Complaints....................................................................... 20 37. Confidentiality ................................................................................................................. 20 38. Your Rights ..................................................................................................................... 22 39. Patient Focus Public Involvement .................................................................................. 22 40. Useful Information/Organisations ................................................................................... 23

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1. NHS Shetland NHS Shetland provides healthcare services to approximately 24,000 people living across the Shetland Islands. We provide a range of general hospital services at the Gilbert Bain Hospital in Lerwick. However, most NHS care is provided outwith the hospital in community-based settings such as GP practices and Health Centres, providing care closer to people’s homes. The Community Health and Social Care Team manages our primary care and community-based services (see page 22 for more information about Community Health and Social Care). Wherever you receive care, we are committed to treating you politely and with dignity and respect at all times, whilst providing you with person-centred services and care of the highest possible standard.

2. Plan of Hospital

Main Reception

Physiotherapy Occupational Therapy

Main Entrance

Outpatients

Dental

ECG

CT Scanner

Cafeteria

W C

Sanctuary

Medical Records

CDU

Theatres

Day Surgery

Medical Imaging A&E

Laboratory

Audiology

Ward 1 McMillan Nurses Renal

(Stairs & Lift)

Maternity Ward 3

(Stairs & Lift)

South Road

Follow the Green Dashed line to access all departments

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3. Welcome We understand that when you need to come to hospital it can be stressful, but our aim is to make your visit as pleasant as possible. This booklet has been produced to help you prepare for your visit to hospital and to help ease any worries you may have. It provides:

• Outpatient information (for patients with an appointment at one of our outpatient clinics)

• Inpatient information (for patients attending Day Surgery or staying one or

more nights in a hospital bed)

• General information which we hope will be helpful to all patients, relatives and visitors.

Patients and the public have the opportunity to help us shape and improve our services by providing feedback that we can act on. For more information on this see ‘Comments & Suggestions’ and ‘Patient Feedback and Complaints’ (page 19) and ‘Patient Focus Public Involvement’ (page 22). The booklet also provides a list of useful contacts so we suggest you keep it in your home as a handy reference guide. If you have any further questions, any member of our staff will be happy to help you.

4. Our Promise to Patients We understand that illness is worrying for patients and their loved ones. It affects not only a person’s mind and body, but also their family life and social life. With this in mind, we promise we will work with you to provide and plan the best possible care and treatment by:

• Recognising you as an individual with your own needs • Listening to and trying to understand your hopes and fears and those of your

family

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• Sharing honest information with you about what we do know and what we don’t know

• Helping you, wherever possible, to make informed choices and shared decisions about the treatment you agree to receive

• Making sure that you are physically comfortable and free from pain as far as possible

• Helping you manage your illness or condition • Providing information for you and your family about how to help with your

recovery, especially when you return home • Involving you as an equal partner at all times.

We are also committed to supporting patients and their families with additional needs whilst they are in hospital or attending the Outpatient Department. This includes ensuring that we have a person centred approach to support people with dementia whilst they are in hospital.

Patient Rights Act The Patient Rights (Scotland) Act 2011 supports the Scottish Government’s vision for a high quality NHS that respects the rights of patients, their carers and all the people who deliver NHS services. The Act:

• Aims to improve patients’ experiences of using health services and to support them to become more involved in their health and healthcare

• Acknowledges the important role of carers • Encourages responsible use of NHS services and resources • Recognises that NHS staff and all providers of NHS services should be treated

with dignity and supported to do their jobs well. In addition to patient rights, the Act sets out how staff should be treated. All staff providing NHS services must:

• Be treated with dignity and respect • Have their views valued • Be supported by their employers to make improvements to the services they

provide.

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Equality and diversity We are committed to equality and diversity. This means that we recognise and value differences in people, whether they relate to age, disability, gender reassignment, pregnancy and maternity, race, religion and belief, sex and sexual orientation. We take pride in serving a diverse population and are committed to promoting a culture of diversity, equality of access and dignity and fairness in the services we provide.

5. Before Coming to Hospital for an Out Patient Appointment You and your peace of mind are important to us so think carefully about what you want to tell the doctor or any other healthcare professional you are seeing. You might find it helpful to write your thoughts down on paper and bring your notes with you. You may also find it helpful to bring someone with you to take notes or help you remember what you want to say. If you have any additional support needs (help organising transport, mobility, hearing impairment or need support to talk to the healthcare team), please let the administrative staff know about them when they book your appointment and we will make sure that they are taken into account when we organise your appointment or admission to hospital.

6. Organising Your Appointment To help us provide appointments as quickly as possible when we receive a request from your GP for an outpatient appointment, wherever possible we will contact you by telephone to arrange a convenient date and time. A letter confirming your appointment will then be sent to you by post. Please make sure your GP has your correct contact details and make sure you inform them if you are unavailable for a period of more than eight days (e.g. working or studying off island or on holiday). If you cannot keep your appointment please telephone the number on your appointment letter and let us know. Your call will give someone else the chance to be seen and will help us to keep waiting times to a minimum. We now follow NHS Scotland guidance in offering you a choice of dates for your appointment. This change is part of a programme introduced across NHS Scotland called ‘New Ways’, which aims to offer patients more choice and flexibility and reduce waiting times.

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It will only work with your help. Please attend agreed appointments or let us know as soon as possible if you can’t attend an appointment. If you don’t do this, you may have to wait longer to be seen or receive treatment and we will lose the opportunity to offer your appointment to someone else. Waiting times We have done much to cut waiting times for appointments and operations and are working hard to reduce them further. In line with this work, there may be circumstances when you are offered an appointment via video conferencing. You will be supported by staff at the Hospital to discuss your health needs with the clinical team based on the mainland e.g. in Aberdeen or Glasgow. We are also using video conferencing to link the Health Centres with the Gilbert Bain Hospital so that may mean do you not have to attend the Hospital as often. You may also need to travel to another Hospital on the mainland and you will receive an appointment from NHS Grampian and accompanying patient information. Information about booking Patient Travel is in section X. Car parking is limited at the Gilbert Bain Hospital. Where possible please use public transport or arrange to be dropped off by car at the main hospital entrance. There are parking spaces reserved for the disabled, close to the hospital at both the Gilbertson Road and Cairnfield Road entrances. Please do not use the disabled parking spaces unless you have a Blue Badge or have mobility problems. Please do not under any circumstances park your car in the ambulance bays outside the main entrance.

7. Consent to Treatment If you are being offered any procedure or treatment it is usually your decision whether or not you wish this to take place. Agreeing to a treatment or procedure is called ‘giving consent’ and if you need more information about this please ask your healthcare professional. There are leaflets with additional information available for some (but not all) procedures.

8. Additional Needs If you have additional needs such as difficulty with communication or any sensory impairment, or if you require translation services or special equipment, please contact staff in the clinic/ward you are coming to before you come to hospital, so that we can make the necessary arrangements.

9. Outpatient Information Most outpatient appointments are held in the general outpatient department opposite the main hospital reception area. Some children’s clinics are held in the children’s outpatients department. This will be clearly stated on your letter.

Local and visiting medical teams, specialist nurses and therapists all hold clinics in the outpatient department. You may be contacted by phone or asked to come to the outpatient department to have a comprehensive assessment before your operation by the ‘Pre-Operative Assessment Team’ to ensure that you are fit for surgery (e.g. reviewing/changing medications before your operation).

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When you come to hospital for an appointment please bring your medicines or a list of the medicines you are on at the moment and how/when you take them. This is helpful to make sure we have the most up to date information on your medicines. (Mary McF suggested this addition)

10. Arriving at the Clinic Our staff at the hospital main reception desk will be able to give you directions to your outpatient clinic. When you arrive at the clinic, go to the reception desk where the receptionist will welcome you, check any necessary details and direct you to the waiting area.

Friends and relatives You are welcome to bring a relative or friend with you on the day of your appointment. If you would like a relative or friend to be with you when you are being seen please let the nurse in charge know. Having someone with you when you see a member of staff can be helpful.

Waiting to be seen We will do our best to make sure you are seen at the time booked for your appointment; however staff can be delayed or called away because of emergencies elsewhere in the hospital. Clinics can also fall behind schedule if there are patients who need more time than expected. If they can, our staff will tell you why there is a delay and when you can expect to be seen. Prior to your consultation with a healthcare professional you may be called to have some health checks carried out, such as weight, blood pressure or other tests.

11. Seeing the Healthcare Team Remember to tell the person you are seeing if you are going to any other clinic, or receiving any other treatment. The team caring for you is usually led by a consultant (a senior specialist doctor) who is supported by a range of other doctors and healthcare professionals, such as nurses, occupational therapists, physiotherapists, dieticians and speech and language therapists. The person you see will discuss any findings with you, explain what happens next and answer any questions you may have. If you are not sure about something, please ask

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again or ask the nurse in charge for more information. It is very important that you understand the meaning of any examination, treatment or operation. Staff will be happy to answer all your questions. How long your visit lasts will depend on the reason for your appointment. You may need to have some tests, such as an x-ray, which could mean visiting another department. You may be referred to other professionals at the clinic, such as a physiotherapist or dietician. Refreshments Drinks, snacks and hot meals are available from the cafeteria, which is situated on the ground floor and is open from 8am to 2 pm Mon-Fri and 9am- 2pm Sat and Sun, the cafeteria is accessible 24/7, to enable access to vending machines that can be used from the cafeteria is closed.

12. After Your Visit Staff may ask to see you again in the clinic, in which case another appointment will be arranged for you. If you need to be admitted into hospital for more treatment, either as an inpatient or for day surgery, you should be told when this is likely to happen. Many patients do not need another appointment and can be referred back to their GP for any further treatment. After your visit, we will send a full report to your GP giving details of any more treatment or tests you may need. If your treatment is to start immediately, the clinic may give you a letter to take to your GP or may contact your GP directly.

13. Inpatient Information (including Day Surgery) You and your medicines If you are currently taking any medicines, please bring all of them with you. (Do not forget the things you may not think of as medicine such as the oral contraceptive, inhalers, creams and supplements). They will be kept in a locker at the side of your bed. Bringing your own medicines means they are not wasted, you keep taking what you are used to and also we will know what else we can safely give you. Please make sure you take your medicines home with you when you leave unless they have been stopped during your stay. If you have a card with details of any current treatment (such as a steroid card), please bring it with you and show it to the nurse in charge. If you are started on a new medicine while in hospital, you will usually be given at least 7 days supply from the hospital pharmacy to take home. It is likely that you will see a pharmacist at some point during your stay. Please feel free to ask them any questions you may have about your medicines. If you are bringing a child to Day Surgery please feel free to bring 1 set of pyjamas for them to wear. It could be dangerous for you to take any medicines that the doctors are unaware of or that visitors might bring you. Always tell the nurse in charge if medicines are brought to you during your stay.

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14. What to Bring with You Storage space is limited, so if you are being admitted to hospital as an inpatient, please just bring the basics, such as two sets of nightclothes, dressing gown and flat, well fitting footwear. You will also need to bring toiletries but hair dryers are provided. We also encourage all patients to bring a set of comfortable clothes and to get dressed whilst you are in hospital. We also encourage patients to maintain as normal a routine as possible and use the day room to read or undertake activities and walk around the ward. This will help you to maintain muscle strength and reduce the likelihood of getting complications e.g. pressure sores or thrombosis in your veins. If you are bringing in any mains powered electrical equipment then please ensure that it has a sealed plug and is in good repair (no cracks to the wiring or plug). If it is anything other than a phone or laptop charger or hair dryer/hair straightness then ask the nurse in charge to request an electrical test from the Estates Department before you use it. Mobile phones can be used in the hospital but please show consideration for other patients and have your ring tone set to vibrate. Laundry services are not routinely available and we advise you to ask a member of your family or a friend to take home any clothes that need to be washed on a regular basis. Money and valuables Please leave valuables and jewellery at home and only bring a small amount of money into hospital with you to cover day-to-day needs such as phone calls (there are no public phones on the ward). NHS Shetland cannot be held responsible for loss of any valuables or personal possessions (including clothes, spectacles, hearing aids and mobile phones) that you bring into hospital. Radio and television are available on all wards. You may find it useful to bring a battery operated radio with headphones with you. Access to the internet Free Wi-Fi is available in most areas of the Gilbert Bain Hospital through the NHSGuest network. Work is ongoing to improve Wi-Fi coverage but some areas do not currently have a signal. Patients and visitors are welcome to use this network where available, but are asked to bear in mind the comfort and privacy of others in the hospital. To protect privacy and dignity, no one is permitted to make unauthorised pictures, videos or audio recordings in the hospital that feature other service users, visitors or staff. No unauthorised pictures, videos or audio recordings, or comments identifying individuals should ever be posted on any Social Media. Hospital staff will be able to advise if you have any concerns in this regard. Mail is delivered to the wards from Monday to Saturday and letters are collected regularly for posting. Disability benefits, sickness benefit and pensions If you receive a Disability Living Allowance or Attendance Allowance your allowance will only be suspended if you stay in hospital for more than twenty eight days. This suspension can reduce other benefits. We suggest you contact the Welfare Rights Service for advice at Citizens Advice Bureau on 01595 694696.

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If you need a medical certificate (now known as a Fit Note) ask the nurse in charge and send the completed form to your employer or the Department of Work and Pensions (DWP) within three days of going into hospital. You may lose your sickness benefit if you do not do this on time. Please remember to take a note of the date this was sent to the DWP, the date on the certificate and date the certificate expires. If you are receiving a pension or benefit please remember to bring into hospital a note of your pension number, national insurance number and a note of the benefits you receive. Contact with relatives and friends We will ask you for the name and phone number of a family member or friend who we can contact for you if necessary and that is willing to liaise with other family members during your stay in hospital, so please bring those details with you. Friends and relatives may want to find out how you are while you are in hospital. As our staff can be very busy, it would be helpful if just one person could telephone for all your friends and family and share the message. It is best if they telephone after 11.00 am. Children in hospital Every effort will be made to accommodate children in a single room. Parents and carers are welcome to stay in the hospital with their child and to participate in their care as much as they wish or are able to. Children and young people are free to bring in their own toys or games to use whilst on the ward as well as a mobile phone to keep in touch with friends and family. NHS Shetland employs a Children’s Nurse at the Gilbert Bain Hospital.

Adults with incapacity The Adults with Incapacity (Scotland) Act 2000 is a law to help you when you are unable to decide things for yourself. An information booklet is available from the nurse in charge, describing how this can help you and your family with making decisions on things such as money, where you live and medical treatment. If you have a Welfare Power of Attorney in place it is important that this is brought to the attention of the nurse in charge of the ward on admission.

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15. Arriving In Hospital When you arrive please report to staff at the main reception who will direct you to the relevant ward/area. If assistance is required the receptionist will be happy to arrange this for you.

16. Your Care Team A consultant (a senior specialist doctor) will lead the team caring for you, supported by a range of other healthcare professionals. On admission you will be allocated a named nurse who will be responsible for coordinating your care with you.

All staff wear NHS Shetland name badges and information about who is in charge of the ward that day is displayed prominently in departments. If at any time you are unsure about anyone’s identity, please ask. If you have a questions about your care, please speak ask to speak to the nurse in charge of the shift that day.

17. On The Ward We are committed to treating patients with dignity and respect. We make every effort to give you as much privacy as possible on our wards, which are arranged so that men and women are cared for in separate bays.

Communicating and understanding It is important that you understand any tests or treatment you need, so that you can give or refuse consent for these to take place. You have the right to understand what your care involves and actively make be part of the decision making process. We will explain any tests or treatment you need and will answer any questions you may have. If you have any problems whilst on the ward you should speak to the Senior Nurse in charge.

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If you need help, including interpretation or translation services, please tell the ward staff. Once all of your questions have been answered to your satisfaction, we will ask you to sign a consent form. In line with the Age of Capacity (Scotland) Act 1991, people under 16 thought capable of making an informed decision are entitled to give or refuse consent for certain treatments, tests or operations. Independent advocacy services can help you get information, understand the options open to you and make your views and wishes known. We can direct you to Advocacy Shetland (see page 23). Promoting access to services Our aim is to make all our hospital environments as dementia-friendly as possible so we have signage in place along with contrasting floor colouring in most areas. If you or your relative has dementia it is important that we are aware of this. It is very helpful if you tell staff about your preferences when you come into hospital so we can try to adhere to your normal routine as much as possible. If you or your carers have any concerns about being confused or forgetful, either before or during your stay in hospital, you can ask the nurse in charge. We also aim to promote full access to all hospital services for people with learning disabilities. For further information, advice or support please contact the Learning Disabilities Nurse on 01595 743330. Living wills If you have a living will, please make sure that your doctor knows what your living will says, make sure you tell your consultant or the nurse in charge and ask for a copy to be added to your hospital notes.

18. Person Centred Visiting Visitors are very welcome and we would encourage you to include your relatives or friends in supporting you whilst you are in hospital. We have a policy of person centred visiting which means we will ask you on admission, who can visit you and if there are any restrictions on when you would want to see friends and family. Patients can have visitors at anytime but in order to ensure patients get time to rest, we ask that visitors leave at around 8pm. Visitors can stay in the relatives room overnight and on the Maternity Unit there are facilities for partners to stay. If you would like visitors before midday, we would ask that is discussed with the nurse in charge to agree where best to see your visitor. This is because most people are attending to their personal care and getting dressed as well as discussing their progress with the care team. We will make sure there is somewhere private for you to speak to your visitor and at the same time, ensure the other patients on the ward have privacy and time to rest and recover whilst in hospital. Animals are not allowed in the hospital, apart from guide dogs, other support animals or registered therapeutic pets. Please discuss any exceptional circumstances with the nurse in charge.

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Facilities for overnight accommodation In special circumstances overnight accommodation may be provided for relatives or friends. Please discuss your requirements with the nurse in charge of the ward.

19. Meals Providing good nutrition is a key aspect of healthcare. It is an essential part of the healing process. Adequate protein in the diet, for example, will assist with wound healing. Eating well increases strength and reduces fatigue and you should also ensure that you have enough fluids to maintain good hydration. This can, for example, reduce falls especially in older people. Meals are freshly prepared on the premises and are served three times a day: 7am to 8am Breakfast Breakfast is a choice of cereal or porridge and toast or rolls, tea or coffee. 12 noon to 1pm Lunch Lunch includes a choice from three hot main course dishes, including a vegetarian option. There is also a choice of two puddings. 5pm to 6pm Dinner Dinner includes a choice of soup and sandwiches, a hot meal or a baked potato with a choice of fillings.

There is information available on the ward to tell you how to order a meal and what to do if you miss a meal. You will be given a menu to choose your meals. The nursing staff will help you to complete the menu and ensure your dietary needs are met. Vegan, halal, kosher and gluten free meals are available on request. Small portions can be requested. Meals are generally served at the bedside. Patients may use the cafeteria situated in the Gilbert Bain Hospital, but should check with the nurse in charge if they are leaving the ward. If you require special equipment or utensils to help you eat you can be referred to an occupational therapist who will make sure you have the equipment that you need. If you cannot feed yourself, relatives or friends are encouraged to come to the ward to help you and nursing staff are also there to assist you. The wards keep fruit, bread and biscuits for snacks.

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There is a comments section on the back of all patient menus for you to let us know what you think about the food in hospital. Managed Mealtime Policy NHS Shetland operates a managed mealtime policy, which means that at mealtimes all non-essential work stops to allow patients to enjoy their food. Visitors are welcome during mealtimes to help support you to eat your meal. Bringing food into hospital We have a duty to ensure that any additional foods brought into the hospital are suitable for you and do not cause you any harm. This will help to prevent or reduce the risk of infection, food poisoning, allergic reactions or interaction with prescribed medications. Any food that is brought to you must be suited to your dietary needs; please check with the staff if you are not sure. Foods which are suitable to bring into hospital are generally foods which do not need to be refrigerated or reheated. Items that are acceptable are: • fresh fruit • bottled or canned (non-alcoholic) drinks • pre-wrapped cakes or biscuits. Foods NOT suitable to be brought into hospital are any item of food that needs to be heated or refrigerated such as: • pies, pasties, sausage rolls • takeaway meals • cheese • eggs or egg products (e.g. scotch eggs) • raw meat and fish • fresh or artificial cream products (e.g. custards, yoghurts, mousse)

Mouth care Your oral health can impact on your general health and wellbeing therefore it is important to maintain a good oral hygiene routine while you are in hospital. A clean, fresh mouth will help you feel better as you recover. Remember to bring your toothbrush and toothpaste, or denture brush and pot into hospital with you. Brush your teeth each morning and last thing at night before retiring. Any dentures should be removed and cleaned after meals and cleaned and stored in a clean pot of water overnight. If you feel you cannot manage your mouth care on your own, please ask a member of ward staff for assistance. Frequent sugary foods and drinks can lead to tooth decay, so it is best to save these for mealtimes only. How often these are consumed is more important than the amount consumed. Choose between meal snacks and drinks that are low in fat, sugar and salt. Healthy Eating Policy The NHS Shetland Healthy Eating Policy (2013) aims to promote healthy eating and to make healthy eating an easy option on Board premises. It applies to patients, staff and all service users. The policy is reviewed and updated regularly. Feedback from

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patients forms part of the review. If you want to know more about the healthy eating policy go to the NHS Shetland website. For more information on a healthy lifestyle please visit www.healthyshetland.com

20. Hospital Social Worker Social workers are trained to help you with many of the practical problems you may have as a result of your illness and ongoing care requirements following discharge from hospital. If you or your relatives wish to speak with a social worker the nurse in charge will be happy to make a referral to the Social Work department on your behalf.

21. Illegal Drugs and Alcohol If you bring illegal drugs into hospital we may report you to the police. Any patient or visitor found to be under the influence of illegal drugs or alcohol may be asked to leave the premises, if necessary by involving the police.

22. Smoking Since March 2006 it has been illegal to smoke in public places in Scotland. Smoking is not permitted at any time either within the hospital or its grounds, including doorways, entrances and car parks. This also includes the use of e-cigarettes. If you do smoke on the grounds then a member of staff will ask you to leave. Non-compliance can result in the possibility of being fined £50. If you need help to stop smoking, free advice is available from the following places: Your local Pharmacy Your local Health Centre Smokeline: 0800 84 84 84. www.canstopsmoking.com For details of support to stop smoking contact the Health Improvement Team on 01595 807494 or through the hospital switchboard.

23. Violence and Aggression Our staff have the right to work without fear of assault or abuse. They are dedicated to providing patients with the highest standards of care and expect to be treated politely and with respect. We will not tolerate any verbal or physical abuse against staff, volunteers, patients or visitors. We will take appropriate action in any situation where violent or aggressive behaviour is shown towards people or property.

24. Fire Precautions In the event of a fire alert an alarm will sound continuously in the fire zone and intermittently in nearby zones. Please follow instructions given by our hospital staff who are regularly trained in fire and evacuation procedures and who will provide any assistance needed. The fire alarms are tested every Friday at 9am.

25. Moving and Handling On some occasions it may be necessary, with your co-operation and agreement to use equipment such as slings and hoists to help us move you safely. Using equipment to move you avoids the risk of injury to yourself or to staff.

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26. Infection Control Healthcare Associated Infection (HCAI) such as Methicillin-Resistant Staphylococcus Aureus (MRSA) mainly spreads from one person to another by hand contact so washing your hands thoroughly is one of the best ways to beat it. We provide alcohol hand gel at hospital ward entrances for staff, patients and visitors to use on entering and leaving the wards. You can also help by: Reminding friends and relatives not to visit if they have a cold or are feeling unwell (especially if they have diarrhoea). If a visitor, friend or relative has had vomiting or diarrhoea they should be symptom-free for 48 hours before visiting

• Asking visitors not to sit on your bed. Keep the number of visitors to a minimum at any one time

• Never touching dressings, drips or any other equipment around the bed • Washing your hands after going to the toilet • Not being afraid to remind staff to wash or disinfect their hands before and after

carrying out any examination or treatment.

27. Leaving Hospital Plans for your discharge will begin on your admission to hospital. We will involve you and your carer (where appropriate) in the discussions and plans for your discharge, taking into account any care needs you may have once you leave hospital. The ward staff will work with you, your family, and external agencies to make sure the transition to home is as problem-free as possible. On discharge, the hospital doctor will make any recommendations for the continuation of treatment at home. This information will be sent to your GP and any other professionals involved in your ongoing care. Before leaving hospital, please remember to take all your belongings with you and arrange for someone to meet you. If at all possible we would ask you and/ or relatives and friends to arrange to collect you from hospital. If this is not possible then a member of your care team will arrange transport to take you home. Sometimes this transport is provided by the hospital, if you have particular transport needs, or you may need to pay for it yourself. The nurse in charge will be able to tell you whether you are eligible for free transport home.

General Information

28. Interpreting and Translating Professional interpreting and translating services are available. Where possible, make sure staff know what your requirements are either before you come to hospital or when you are in hospital.

29. Spiritual Care The Spiritual Care Service offers pastoral and emotional support to patients, their families and carers through times of illness, change and loss. If you would like to talk to

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someone about your thoughts, feelings, fears or anxieties, the Spiritual Care Service offers a confidential, supportive listening ear. The service is open to everyone, of all faiths and none, whatever your needs or concerns.

If you would like a member of the Spiritual Care Service to visit you during your stay in hospital, please ask any member of your healthcare team to contact the service on your behalf. We also welcome the involvement of your faith community while you are being cared for in hospital. We will be glad to help you to contact members of your faith community. The Sanctuary The Sanctuary offers a comfortable and peaceful place for patients, visitors and staff to pause for quiet rest and reflection. The Sanctuary is located on the ground floor next to the cafeteria. If you wish, your faith contact can be informed of your admission to hospital. The nurse in charge will be able to arrange a visit (or a telephone call if your faith contact does not live in Shetland) at any time.

30. Students The Gilbert Bain Hospital has close links with Robert Gordon University in Aberdeen as well as with other training institutions across the UK and Internationally. The staff caring for you might be students who are undergoing supervised training. We will ask you if you agree to students being present during your care. By agreeing you will be helping us to train our future healthcare professionals. You have the right to decline to be treated by a student, and if you do we will respect your decision and your treatment will not be affected.

31. Research Research is essential for healthcare development. Our staff are sometimes involved in research projects that have been approved by the North of Scotland Research Ethics Committee (NRES). Our staff may ask you if we can include details of your care in a particular project. If you agree we will ask you to sign a consent form. We will keep your details strictly confidential. You have the right to refuse to be included in research studies. If you do

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refuse, we will respect your decision and your treatment will not be affected.

32. Emergency Services Accident and Emergency Service The Accident and Emergency (A&E) team at the Gilbert Bain Hospital treats emergencies or patients with serious injuries. We aim to assess all patients attending the department within 4 hours, but patients will be seen by order of clinical priority. A&E staff may also refer you to your GP or Pharmacist as this may be the most appropriate way of meeting your needs.

33. NHS 24 and Out of Hours Services NHS Shetland provides out of hours access to healthcare and treatment as well as advice at nights, weekends and public holidays when GPs surgeries are closed. The following GP surgeries provide their own out of hours cover:

• Hillswick • Unst • Whalsay • Yell

Patients should contact these GP surgeries in the usual way. The following GP surgeries use NHS24 to co-ordinate their out of hours cover:

• Bixter • Brae • Lerwick • Levenwick • Scalloway • Walls

NHS 24 can be contacted by dialing 111 There is also an emergency clinic provided by GPs and Advanced Nurse Practitioners (ANP) held in the Outpatients department at the Gilbert Bain Hospital on Saturdays between 10.00am -12.00noon. Please note that this clinic is for urgent care which cannot wait until your Health Centre opens again on Monday morning and the clinic can be accessed by calling NHS24 on 111. District Nursing Services provide nursing care for individuals who are predominantly confined to their own homes. If you need a follow up visit from the District Nurse, whether you are already known to the District Nursing service or not, you can access these services in the out of hours period by contacting NHS 24. If you require a District Nurse visit in normal working hours, please contact the Health Centre you are registered with and they will put you through to the District Nursing team.

34. Ambulances Scheduled care: Ambulance transport for patients with a clinical need is provided through the Patient Transport Service. Patients can be considered for ambulance assistance if their medical condition is such that they require the skills or support of PTS staff on/after the journey and/or where it would be detrimental to their condition or recovery to travel by alternative means. Or where their medical condition impacts on their mobility to such an extent that they would be unable to access health care and/or it would be detrimental to their condition or recovery to travel by alternative means Transport requests should be made to 0300 123 1236, and the cancellation number is 0800 389 1333

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In an emergency, if someone is seriously injured or their life is at risk you should dial 999

35. Travel Arrangements and Expenses Travel Expenses Patients who have to travel 30 miles or more to hospital or have a sea journey of more than 5 miles can claim for fares paid in excess of £10 under the Highlands and Islands Travelling Expenses Scheme. Claim forms are available from the nurse in charge or the main reception. Patients in receipt of some benefits are not required to pay the first £10. A refund will be given when you present proof of your benefit at the Patient Travel Office, Gilbert Bain Hospital. For more information on benefits and your entitlements contact the Benefits Agency or the Citizen’s Advice Bureau (see page 20). RVS The RVS has volunteers who are able to offer transport to health centres, dental surgeries and the hospital for a small charge. Bookings should be made a few days in advance by telephoning 01595 743915 or by email: [email protected] Dial–a–ride Dial-a-ride services operate in addition to the mainline and feeder bus services in rural areas and are available to all members of the public. They may be able to provide transport to your local GP surgery. For more information on the services available in your area phone 01595 745745 or visit www.zettrans.org.uk Red Cross Cars The Red Cross can provide access to Healthcare Services (health centre, hospital, dentist and optician) for pensioners who do not have their own transport. This service is currently only available to people living in Lerwick. Bookings must be made the previous day by calling 07880 750445 between 4.00pm and 6.00pm (answerphone at other times). There is no charge for this service but donations are welcomed. Volunteers NHS Shetland supports volunteers within the organisation and the volunteering roles include

• Patient companion • Patient experience • Breast feeding peer support • Pastoral visitor • Activities volunteer

You have the right to decline interaction with a volunteer and if you do we will respect your decision.

mailto:[email protected]

http://www.zettrans.org.uk/

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36. Comments, Suggestions and Complaints Patient feedback and complaints We welcome your comments on our services. Your feedback, comments, concerns and complaints can help us to improve the services we provide. If you have been admitted to hospital we will ask you to complete a survey about your care before you are discharged. Other departments e.g. Physiotherapy, Outpatients, the Catering Team and Child Health also undertake regular patient surveys. We have two ‘feedback kiosks’ which are computer screens on pedestals and you will see them located in different places across the Hospital e.g. Outpatients, A&E or the Restaurant. We will change the feedback themes regularly so please have a look at the surveys on the kiosks and complete them if you have time. You can make your views known by completing a ‘Comments and Suggestions feedback’ slip which are available in all hospital wards, departments and health centres (please ask if you cannot find them). You can also contact the Corporate Services Department directly by phone on 01595 743069 or by email: [email protected] If you give us your contact details you will receive a personal reply to your feedback. You can also leave feedback through the national Patient Opinion website https://www.patientopinion.org.uk. Complaints If you wish to make a formal complaint, please ask staff for a copy of the leaflet ‘Feedback and Complaints’ which is available in all hospital wards, departments and health centres. The Corporate Services Manager will be happy to explain, in more detail how the complaints procedure works and can be contacted on 01595 743064, or by email - [email protected]. Formal complaints should be sent in writing to: Feedback & Complaints Officer NHS Board Headquarters Upper Floor, Montfield Burgh Road Lerwick Shetland ZE1 0LA Citizens Advice Bureau If you would like independent advice and support about making a complaint, you can contact the Patient Advice and Support Service which is part of the Citizen’s Advice Bureau, on 01595 694696.

37. Confidentiality The NHS must keep your personal health information confidential. This is your right and includes your name, address, date of birth and information about any care or treatment you have received. The information is kept in your medical record folder and/or on computer. Health records are stored securely in different parts of the NHS. Sharing your information Our staff need your personal health information to care for you properly. They will share


https://www.patientopinion.org.uk/


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information with other NHS staff involved in your care, this makes caring for you safer, easier and faster. Your case records will be viewed only by staff who are directly caring for you or staff who need to check that the NHS is providing good service. Administrative information such as waiting times, appointment dates and so on will be shared with other staff in order to plan for your visit, in order to be better prepared for any future occasion that you might visit the hospital, in order to plan our services and in order to enable the Scottish Health Service to plan healthcare nationally. No information is shared except on a “need-to-know” basis. Where it is necessary for your care and other needs, we will share some of your personal information with staff outside the NHS who work closely us, for example, in social work and education services. We will always let you know when we need to do this. If you agree, your relatives, friends and carers can also be kept up to date with the progress of your treatment. How we use information about your health Your records are used to: • Make sure the staff caring for you have accurate, up to date information to help

them decide the best possible care and treatment for you. • Share information about the treatment you need with other staff and organisations

which are caring for you to ensure you are properly looked after. • Make sure that your concerns can be properly looked into if you a query or

complaint • Make sure we have an accurate record if we have to review your care. • Prepare for any future episodes of care that you might have here in Shetland. • Allow effective transfer of your care to another hospital or treatment centre should

that prove necessary. • Notify the Scottish NHS about all the care that we give you in Shetland • Enable our staff to ensure that your care is delivered in a timely fashion. • Monitor and improve the quality of care received by patients generally • Make sure that treatments and services meet the needs of local communities - this

may include sharing information with other organisations • Support the training and education of staff. Like all NHS bodies, we have appointed a ‘Caldicott Guardian’ whose job it is to oversee how we use information and make sure that we respect patients’ rights to confidentiality. This person is the Medical Director. Tel: 01595 3060. E-mail: [email protected]. The person responsible for Data Protection in NHS Shetland is the Director of Finance. Tel: 01595 743060, E-mail [email protected] or you can write to NHS Shetland, Montfield Headquarters, Burgh Road, Lerwick, Shetland, ZE1 0LA. To comply with the General Data Protection Regulations NHS Shetland has published more detailed information about how we use your data in our Privacy Notice. This can be read on-line at www.shb.scot.nhs.uk/board/privacy.asp. You can request a paper copy of our Privacy Notice by calling 01595 743069.

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For details on how the NHS more generally handles your data the Information Commissioner provides guidance at https://ico.org.uk

38. Your Rights You have the right to know how your personal health information is used. See the section on sharing information (page 20) You have the right to see your health records and can request a copy. For hospital and GP records you should contact the Medical Records Department; they will explain how to access your record and can arrange to have any parts of the record that you do not understand explained to you. The NHS has a duty to ensure that information held about you is accurate, complete and up to date and must correct errors and shortfalls. If there is a disagreement on the accuracy you can ask to have your disagreement noted in your file. You have the right to object to our sharing your information. You can also ask us to change or restrict the way we use your information. We are obliged to agree if it is possible to do so. The Information Commissioners Office gives guidance on when you can and when you cannot object to your information being shared. If you do not wish for information to be shared then you need to inform us in writing and we will let you know whether we are able to support your request. Where we have a legal duty to provide information about health, for example, to report certain infectious diseases for public health reasons, this information must be provided. To obtain written information about your rights, visit the NHS Inform website at www.nhsinform.co.uk/rights/ Community Health and Social Care The Community Health and Social Care Team manages a wide range of community based health and care services including primary care, community nursing, care at home, residential care, mental health, learning disability services, social work, pharmacy and dental services. If you require help or assistance please contact the team using the contact details below: Community Health and Social Care Team Upper Floor, Montfield Burgh Road Lerwick Shetland ZE1 0LA Telephone: 01595 743697 Fax: 01595 695326

39. Patient Focus Public Involvement Patient Focus Public Involvement (PFPI) is about everyone working together to improve the way local health services are planned and delivered. This includes patients, carers, the public, NHS staff and local partners such as the local authority, voluntary and community groups. We want to provide patient and public centered services for the

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people of Shetland and develop a culture that is dedicated to seeing services through their eyes. The PFPI steering group develops and co-ordinates the PFPI principles for NHS Shetland and includes members of the general public. Public Partnership Forum A Public Partnership Forum (PPF) with a lay Chairman exists to help make sure that individuals have a greater say in how we plan and deliver health and care services both within the Community Health and Care directorate and NHS Shetland generally. The PPF consists of: PPF core group - an ‘active’ group of volunteers with a direct link to the CHSC who will further develop the PPF to ensure effective public participation in planning and delivering health and social care services. PPF network – a ‘database’ of individuals or groups who wish to get involved in a variety of ways from raising issues on existing services, commenting on consultation documents, to joining a planning group or giving information on a topic of particular interest e.g. mental health.

To find out more about PFPI or PPF phone the Community Nursing office on 01595 743339 or visit: www.shb.scot.nhs.uk and click on ‘Get involved’.

40. Useful Information/Organisations Scottish Health Council The Scottish Health Council helps to make sure that patients and the public have a say in the NHS by:

• supporting NHS Boards to share good practice, exchange ideas and develop new approaches on how to involve people in health services

• assessing and reporting on how well NHS Boards involve people in the development of services, and

• working with NHS staff and communities to improve how patients, carers and the public are involved in health services.

Contact: Scottish Health Council (Shetland Office) Staff Development Montfield Burgh Road Lerwick ZE1 OLA Email: [email protected] Phone 01595 741260 If your enquiry is about health rights call the NHS Inform Helpline on 0800 22 44 88. NHS Inform NHS inform provides a co-ordinated, single source of quality assured health and care information for the people of Scotland.

http://www.shb.scot.nhs.uk/


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Contact: By email: [email protected] If your enquiry is about health rights call the NHS Inform Helpline on 0800 22 44 88. Website: http://www.nhsinform.co.uk/ Advocacy Shetland Advocacy Shetland is a voluntary group that helps people to make their voices heard. Anyone who uses health and social care services in Shetland can use the service. It will help you have your opinions heard if you have problems dealing with organisations. Contact: Advocacy Shetland Market House 14 Market Street Lerwick Phone 01595 743929 or 743930 or Email: [email protected] Patient Travel If you have a hospital appointment then Patient Travel can help organise your travel to and from your appointment. Contact: Patient Travel Gilbert Bain Hospital South Road Lerwick ZE1 0TB Phone: 01595 743000

General Information 01595 743060 [email protected] Freedom of Information Requests 01595 743059 [email protected]

Spiritual Care Chaplain 01595743441 [email protected]

Comments and Suggestions 01595 743069 [email protected]

To make a Complaint or give feedback 01595 743064 [email protected]

Armed Forces Champion 01595 743697 [email protected]

This leaflet is also available in other languages and formats, including Braille, from Corporate Services, NHS Shetland, 01595 743064


http://www.nhsinform.co.uk/








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A guide for patients and relatives · 2019. 12. 20. · Coming to Hospital Booklet V13 December...

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