Information for Patients and Visitors

Information for Patients and Visitors

Contents

Maps of hospital site and how to get to the hospital 20 13 13 8 9 17 26 28 19 8 27 26 28 29 10 22 30 31 9 18 20 16 11 32 34 18 21 13 15 24 19 21 19 34 2

Accommodation for relatives Allergies Arriving as an in-patient Arriving by bus Arriving by train Bedside entertainment Bereavement Big C Information Centre Canaries for the Community Car parking Cash machines Chaplaincy Children Closed circuit television cameras Community car schemes Complaints procedure Confidentiality and access to medical records Consent Cycle facilities Dayroom televisions Discharge arrangements Eating and drinking during illness Entrances and opening hours Fire precautions Hospital Arts Project Hospital Radio Norwich Hospital staff Identity bracelets Infection Control Information we need from patients Laundry Learning from experience Library (in-patients only) Making a donation

32 13 11 29 9 24 13 21 16 32 10 25 29 12 28 14 11 27 30 27 33 14 30 19 25 32 18 27 26 33 23 28 14 33 12 12 25

Medical equipment Medication Meet and Greet volunteers Mobile phones/computers Motorcycle parking NHS Numbers Nursing teams Patient Advice and Liaison Service (PALS) Patient catering Patient health and safety Patient transport Patients who miss appointments Payphones/postboxes Personal property/valuables Pets Protected mealtimes Reception desks Restaurants/coffee shops Safe and secure hospital Shops Sick notes Single sex wards Smoke Free policy Social workers Special needs Students Telephone calls Toilets/baby changing facilities Translation/interpretation facilities Travel claims Uniforms Vending machines Visiting on wards Volunteering at the hospital What to bring (in-patients only) What not to bring (in-patients only) Wheelchairs 3

The Norfolk and Norwich University Hospital is four miles from the centre of Norwich, close to the University of East Anglia (UEA). This is the main site of the Norfolk and Norwich University Hospitals NHS Foundation Trust. It is also a teaching hospital for health professionals studying at the UEA.

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How to get to the From the A47 via B1108 • Leave the A47 at the junction with the B1108 (signposted to Norwich, University and Hospital, Colney) and head towards Norwich.

• Turn right at the first set of traffic lights (signposted to the Norwich Research Park and Hospital).

• Go straight on to the second set of traffic lights and continue straight on to a roundabout.

• The entrances to the hospital are located at the roundabout.

From Norwich city centre via B1108 • Leave the city centre, following signs to the University and Hospital.

• Continue down the B1108 past the university which is on the left-hand side.

• At the second set of traffic lights turn left (signposted Norwich Research Park and Hospital) and follow the directions above from A47 via B1108.

From the A11/A47 • Leave the A11 and turn left at the first roundabout after the Thickthorn A47/A11 junction.

• Carry straight on at the first two roundabouts and then turn left at the third roundabout.

• Continue straight on and the hospital is located at the fourth roundabout.

From Norwich city centre via A11 • Leave the city centre following signs for A11 Thetford.

• Once on the A11 turn right at the Cringleford roundabout following signs for the hospital and then follow directions above from A47 via A11.

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Costessey

e hospital by car

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Getting here and around Arriving by bus Service from Costessey Park & Ride – At busy times the hospital car parks become full. Patients and visitors may wish to use the service 10 from Costessey Park and Ride which is adjacent to the Royal Norfolk Show Ground. The journey takes approximately 10 minutes and runs regularly throughout the day. The service operates from 7.10am - with the last bus leaving the hospital at 6.10pm weekdays.

For public transport enquiries call 0871 200 22 33 or visit the website www.travelineeastanglia.co.uk First Bus divides Norwich into five fare zones, and fares relate to the number of zones through which you travel. The hospital is located within zone 4. Many different ticket types are available. The hospital is served by First Bus routes 21/22, 12 and 24 and Konect buses 3/4 and 9.

Car parking Please note that parking at the NNUH cannot be guaranteed and you should try and use public transport wherever possible. Alternatively if your journey by car is absolutely essential then please make sure you allow enough time to find a car park space.

Car parking – Spaces for patients and visitors are signposted on the approach road to the hospital. There are directions to the entrances to the hospital from all the patient car parking areas. Stays under 30 minutes are free, simply put your ticket in the pay machine at the hospital exit and it will register “no charge”.

Paying for car parking – On driving into the car park you should collect a ticket at the barrier and take it with you into the hospital.

You will need to pay for your parking before you leave at one of the ticket machines which are in the hospital entrances. There are change machines available next to every pay machine with the exception of those on Level 2 in East and West Atriums and the Day Procedure Unit.

Long-stay parking – Out-patients whose visits last longer than three 8

Getting Here

hours should ask clinic or ward staff to validate their car parking tickets for a maximum charge of £2. (Note this concession only applies to patients and not to visitors) Relatives of critically/terminally ill in-patients who stay for long periods can also ask ward staff to validate their car parking ticket for a maximum charge of £2. Car parking charges are reduced to £2 for evenings (5.30pm onwards) and weekends.

Drop-off parking – Drivers can drop off patients in the dropoff/pick-up areas near the hospital entrances. There is no charge for drop-off parking as long as your visit lasts under half an hour.

Disabled parking –There is no parking charge for disabled drivers and the hospital has more than 80 disabled parking bays. Many are next to the entrances but further disabled spaces can be found in each car park. If you need assistance when you arrive at the hospital please ask at a reception desk.

Getting here by train The nearest train station to the hospital is Norwich Station. Taxis are available from outside the station or the First Bus routes 12 and 24 run from near the train station to and from the NNUH. For further information on train times and fares call National Rail Enquiries on 08457 48 49 50.

Cycle facilities There is a cycle path around the hospital and extensive cycle parking in the plaza area near to the East and West Out-patient entrances, plus a smaller number of cycle spaces outside the Inpatient and Colney Centre entrances. There is no charge for parking bicycles.

Motorcycle parking There are 80 parking spaces provided for motorcycles on either side of the staff car park E. These spaces are not covered but there are secure bars to chain motorcycles to. There is no charge for parking motorcycles.

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Community Car Schemes Community and voluntary car schemes supplement public transport services by targeting passengers who have particular difficulty using conventional public transport, such as buses and trains. These schemes also operate in rural areas where public transport services are not as frequent. Although there is a charge for using the service, it can be cheaper than using a taxi.

The service can be booked in advance to pick you up at an exact time. Some schemes specialise in transport to medical appointments while others will undertake journeys for a variety of reasons.

Community car schemes help those people who: • are elderly • have impaired mobility • are unable to use own or public transport • live in rural communities.

Transport Plus covers most of Norfolk but there are a number of local schemes which can be found on the NNUH website under patient transport or by contacting the Travel Office at the NNUH. Patient Transport In certain circumstances the NHS can provide free patient transport if you have a medical need and have no other access to private or public transport. In order to get patient transport you will need to speak to staff in the department you are attending. Non-Emergency Patient Transport Services (NEPTS) are restricted to those patients who have a clear medical need that prevents them from using public or community-based transport.

The hospital will carry out a medical assessment to determine patients eligibility for NEPTS. NEPTS only covers journeys to and from hospital. It does not cover travel to your GP, dentist or optician.

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Patients are advised to use this service only when absolutely necessary for a medical need, for example, someone who cannot walk without assistance or someone requiring oxygen en-route. This service is for patients only – family members are expected to make their own way to the hospital Entrances and opening hours The hospital's In-patient West and Centre Block entrance on Level 1 is the only entrance open 24 hours a day (with the exception of the A&E entrance). West and East Out-patients entrances on Level 2 are open from 6.45am to 8.00pm. East and West Atrium entrances on Level 2 and the East Atrium on Level 1 are open from 6.00am to 11.00pm. The Jenny Lind Children's Department entrance is open from 6.45am until 10.00pm and the Colney Centre entrance from 6.45am to 11.00pm.

Reception desks At each of the In-patient and Out-patient hospital entrances you will find a Reception Desk where a member of staff or volunteer will be able to help and direct you to the area of the hospital you are visiting. They will also be able to look up on the Hospital computer system which Ward your friend or relative may have been moved to.

The wards and departments are signposted from the entrances and main hospital corridors. The reception desks are manned from Monday to Friday 8.30am - 4.00pm (East and West Outpatients), 7.00am - 6.00pm (East In-patients) and there is someone on West In-patients 24 hours a day every day. Disabled (Blue badge holders) are able to have their car park ticket validated for no charge at these desks during these times.

Meet and Greet volunteers When you arrive at the hospital you may also see one of our Meet and Greet volunteers. They are there to help you find the department you need. You can recognise them by their red waistcoats/jackets.

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Information for In-patients This section contains useful information for anyone coming to the hospital as an in-patient. Each ward has its own routine and staff will be happy to answer any questions you have or to discuss your concerns.

What to bring (checklist) We suggest you bring: • Two sets of nightwear • Soft shoes or slippers • Spectacles (if normally worn) • Hearing Aids (if normally worn) • Washing and toiletry items (including toothbrush and toothpaste) • Tissues • Sanitary towels (if required) • Electric razor or razor and shaving soap • Hand wipes • Books / magazines • Any specialist equipment e.g. powered wheelchairs (battery charging facilities will be available) Please do not bring: • Talcum Powder • Valuables / large amounts of cash • Alcohol • TVs or portable radios/sound systems • Mobile telephones • Large suitcases Personal property/valuables The hospital cannot accept any responsibility for personal belongings or valuables. If you do bring any valuable items into hospital please let a nurse know. You should give any large amounts of cash or valuable items to a nurse who will give you a receipt and ensure that they are kept safe while you are in hospital.

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Medication Please bring with you any medicines, tablets or inhalers that you are taking, including any which have not been prescribed by your doctor. Please show them to the staff when you arrive on the ward so we can check your medication history.

Allergies If you have or suspect you have any type of allergy, for example an allergy to latex, please inform a member of ward staff before you receive any treatment.

Information for In-patients

Arriving as an in-patient Take the exit from the hospital roundabout, signposted to Wards.

You can be dropped off right outside the hospital entrance. Please go to the reception desk inside the In-patients East and Centre Block entrance, Level 1. You will then be given directions or escorted directly to the ward. Try to arrange for a friend or relative to come with you to take away any belongings or valuables that you do not need to keep with you in hospital. On arrival at the hospital your name, personal details and details of your next of kin will be checked. Please make sure you bring this information with you.

Identity bracelets In the interest of your safety you will be asked to wear an identity bracelet during your hospital stay. Please check that your details on this are correct. You should not remove the bracelet until you are discharged from the hospital.

Nursing teams The nursing staff work in teams that look after different groups of patients on the wards. At the start of every shift you can expect the nurses who will be looking after you to come and introduce themselves.

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Single sex wards All of the wards have separate single sex bays and individual rooms.

All toilets and bathrooms are single, lockable rooms. Single sex toilets are provided on every ward. While we always try to respect our patients' preferences for single sex accommodation, there may be occasions when it is not possible, for example on the Intensive Care and Coronary Care.

Visiting on wards Predominantly visiting hours are from 2.00pm to 4.00pm and 6.00pm to 8.00pm with some agreed exceptions or by arrangement/agreement with the nurse in charge. Details of visiting times and any ward restrictions (e.g. no flowers) are displayed at the entrance to the ward. Please telephone the ward before visiting to check on visiting hours and restrictions. We also ask that no more than two visitors be at each patient's bedside at any one time and that relatives always check with ward staff about visiting patients on the day of their operation. Visitors are requested to wash their hands or use the alcohol gel when entering and leaving the ward.

Please do not sit on the beds. If you are feeling ill yourself or have just been ill it is not advisable to visit as you may pick up a further infection if your immune system is weak or you may give your illness to the patient and this may hinder their recovery. Please ensure you wash you hands after using the toilets. Please see “Good Visiting Guide� on the back of this booklet.

Protected mealtimes Some wards operate a protected mealtime system. This enables patients to be in an environment which is relaxing and will encourage and support them to eat well during their period of illness. This in turn will help to facilitate a good recovery. The protected mealtime will be a period of one hour when other staff and visitors will not be allowed on the ward, except for an urgent or emergency situation. For those patients who are nil by mouth or are unable to eat for whatever reason, they will also have the opportunity to have some quality time away from interruptions.

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Infection control Some patients come into hospital with infections or infectious diseases and others may, due to the nature of their medical condition or type of investigation/operation, be more at risk of getting an infection. It is the hospital's policy to screen some patients for the presence of bacteria before surgery so that we can try to prevent infection. If an infection is found we may need to nurse you in a single room until you are better.

You can help reduce the spread of infection by: • Making sure you and your visitors wash or gel your hands regularly, when entering and leaving the ward, after going to the toilet and before eating • Avoid touching your wounds, drips, drains or catheters but if you do so by accident, then wash your hands • If you are unable to get to a handwash basin independently, please ask the staff to assist you • Ask relatives to sit on a chair, not your bed • Any staff wishing to examine you should have clean hands; they will either wash and dry them at the sink or use the alcohol gel in dispensers. If you are not sure if they have done this you can ask them. Sometimes staff need to wear gloves and other protective clothing to protect them from contamination but this is rarely necessary for visitors • Ask any friends and family who are unwell themselves to postpone their visit until they are better • Check with nursing staff if you wish to bring in fresh food, as it will need to be labelled and stored correctly.

If you are unhappy with practices you see in the hospital or cleanliness we urge you to discuss this with hospital staff at the time in order that problems can be quickly rectified with those concerned. More information about infection control can be found on the Trust website.

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Patient catering This hospital aims to provide food that is nutritionally suitable for all our patients. Patients in hospital are served three meals (with a choice of hot or cold dishes) and seven drinks a day at a time agreed by the staff on each ward. Patients who miss a meal will be provided with a snack box and drink when requested.

We cater for patients who require diets for medical, religious or cultural reasons. Please inform the ward staff as soon as possible so this can be arranged.

We strive to uphold the principles of healthy food choices , and the supply of special diets for medical reasons. We cannot provide for diets that go against best practice. However, if you are following a diet that has not been recommended by a healthcare professional the hospital menus should cater for the majority of your needs. You will also find an extensive range of alternative meals available at reasonable prices in the restaurants onsite.

Eating and drinking during illness It is not unusual for people to lose their appetite when they are unwell. This may be due to the illness itself, the treatment or the reason may be psychological.

Eating and drinking whilst in hospital is important as it will help: • Fight infection • Maintain weight • Promote healing • Speed recovery It is best to try to eat little and often when the appetite is poor.

Most patients find their appetite improves/returns to normal once they are back in their usual routine at home. If they are in hospital only for a short while, their poor appetite should not cause any longterm problems.

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Every patient is screened on admission to hospital to see if they are at risk of becoming malnourished. If there is concern about a patient's appetite their food intake will be monitored and they will be encouraged to eat higher calorie/protein foods. They will also be offered snacks and milky drinks between meals and help with eating, if required.

Other ways to help increase a patient's food intake: • It may be useful to bring in their preferred foods (please check with nursing staff prior to doing this).

• If patients are well enough they could be taken to the hospital restaurant or café for a meal.

• Ask to speak with the Ward Caterer about the availability of preferred foods.

• Bring in snacks for between meals that can be kept by the side of the bed such as fruit, biscuits, sweets, chocolate, crisps, pots of longlife custard or rice pudding.

Due to food hygiene rules and regulations please avoid bringing any food that needs to be kept in a refrigerator or any food that would need to be reheated.

Bedside entertainment Most in-patients have access to the Hospedia (formerly Patientline) bedside entertainment system, which includes pay-to-use television, a telephone and free access to radio. The following services are available through the entertainment system: Radio All available stations are free for all patients at all times Telephone • Patients do not pay for incoming telephone calls. However incoming calls do cost the caller 49p per minute at peak times (Monday to Friday 8.00am to 6.00pm) and 39p off peak (Evenings and weekends) • Patients making outgoing calls to another landline are charged 10p a minute unless using one of the entertainment bundles (then all outgoing calls to 01, 02 and 03 numbers are free and 17

calls to all mobile networks cost 25p per minute when one of the TV bundles is activated) All other times call charges are 60p per minute to all networks.

• Free messaging service to inform friends and loved ones of contact details • Free personal answer phone facility Television • Various packages including free 01,02 and 03 calls designed around the duration of your stay ask your Hospedia representative for details.

• Free TV between 7.00am - 9.00pm on children's wards only (Games can be purchased for £1.00 for 24 hrs) • Free Hospedia information channel • 20 TV channels Games Games are free once TV is purchased on all other wards Payment options Vending machines are sited on most wards, and in the west and east atriums servicing all wards, or via Hospedia staff. Patients can upload credit by credit /debit card at their bedside.

Hospital Radio, Norwich (HRN) HRN is a voluntary organisation which exists purely for patients in Norwich hospitals. HRN broadcasts free on Channel 1, 24 hours per day, through the Hospedia system. Just register, it is not necessary to purchase a card. HRN can be reached on 01603 612686.

You are also welcome to use a personal stereo with headphones if you wish and there are televisions showing the five terrestrial channels in the ward day-rooms, for which there is no charge.

Dayroom televisions Patients and visitors on wards also have free access to the five terrestrial television channels which can be found on dayroom TVs.

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Telephone calls All patients have access to their own Hospedia telephones to make and receive calls at their bedside. Telephone cards to use this service can be purchased from dispensers at ward entrances. Friends and relatives may call the ward telephone number to find out how you are and leave a message for the nursing staff to pass on however it is helpful if you have only one person contacting the ward rather than lots of people asking for the same information. The ward telephone is not available for patients to make calls.

Canaries for the Community During the football season, Duncan MacInnes, a volunteer with Norwich City Football Club (NCFC), visits the hospital once a week to show patients the latest NCFC highlights on a laptop computer.

If you would like this free service, please call Duncan on 01603 431059 or speak to a ward volunteer.

Laundry The hospital cannot do any personal laundry. Please ensure that you bring into hospital any clothing you are likely to need for your stay. Please ask your visitors to take any laundry home.

Library The Norfolk County Library and Information Service provides a comprehensive selection of large print, small print and audio books.

Volunteers from the St John's Library Service bring the trolleys to your bedside. They not only help you to choose your books but will also have time to listen and talk. The trolley service visits the wards regularly.

Social workers Social workers are based in the hospital and can give advice, support or practical help. Please ask the nurse looking after you to arrange for a member of the social services team to visit you.

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Discharge arrangements The nursing staff on your ward will discuss and agree with you plans for your discharge from hospital and any continuing care needs you may have. If you feel concerned about your discharge from hospital, please discuss this with a member of the ward team.

The British Red Cross "Home From Hospital Scheme" can sometimes provide a service for patients over the age of 60 once they go home.

The service is free, with trained volunteers offering support, advice and practical help such as settling you back at home immediately after discharge, shopping, preparing light meals and collecting prescriptions. Information regarding this service is available by your bedside.

Accommodation for relatives Information about local hotels and guesthouses is available from reception desks East and West In-patients, Level 1. Alternatively contact the Norwich Tourist Information Centre on 01603 666071 during office hours or 01603 761082 out of hours.

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How we can help you If you have any problems or concerns whilst in hospital the following people can help.

Hospital staff Our staff are here to help you and if you have any questions or concerns please feel free to raise them. Each ward has an experienced sister or charge nurse who is responsible for the ward and you should raise any issues with them in the first instance.

The hospital employs Modern Matrons who are experienced nurses with the power to help deal with any problems facing patients and families.

Learning from experience We always try to give the very best care and we understand that in any large organisation, despite the very best efforts, sometimes things go wrong and mistakes are made.

We do have a very well-developed system for reporting and investigating patient safety incidents, and for putting in place the lessons we have learned. If you, or someone close to you, suffers harm as the result of an incident there a number of things that will happen.

How we can help you

Patient Advice and Liaison Service (PALS) PALS is a confidential service available in every hospital, NHS Trust and GP practice. PALS may be contacted if the staff you deal with are unable to help with your questions or concerns, or if you simply feel more comfortable speaking to somebody else. PALS can: • Help to answer your questions about the hospital or your care • Listen to your suggestions for improving services • Respond to your concerns and problems • Advise and support you if things go wrong • Help the hospital to learn from patient experiences.

You can contact our hospital PALS team by calling 01603 289036 or by asking a member of staff to get in touch with PALS for you.

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• We will do all we can to treat and correct any physical harm which may have resulted from the incident • We will tell the patient and relatives (as appropriate) what has happened and what is being done, and we will offer support through the Patient Advice and Liaison team • We will report the incident to the relevant authorities • We will investigate to find out what went wrong • We will do our best to allocate responsibility fairly • We will offer staff support throughout an investigation • We will report back to the patient, or his or her family, the outcome of the investigation and the actions we plan to improve safety in the future • We will share the lessons learnt with the rest of the NHS to help improve patient safety everywhere.

We will do the above as openly and as promptly as we can. We believe that only by open investigation and discussion of patient safety incidents can we identify what causes them and prevent future harm. We know that it is important to continue to improve.

The more we can learn from incidents the better and safer care we, and the rest of the NHS, can deliver in the future.

Complaints procedure We welcome any comments you have about our facilities and services. An information leaflet "Help us to help you" is available on the wards and at reception desks.

If you do have any comments or complaints, we want to know about them so we can take action. Please talk to the nurse in charge of your ward or the departmental manager if you have a complaint or suggestion. If that fails to resolve the problem please write to: Chief Executive Norfolk and Norwich University Hospital Colney Lane Norwich NR4 7UY 22

Uniforms The roles our staff carry out are easily recognised by the uniforms they wear. Below is a guide to the different uniforms worn by our staff.

Ward Manager /Matron

Ward House Keeper

Radiographer

Staff Nurse

Healthcare Assistant

Infection Control

Physiotherapist

Physiotherapy Assistant

Dietetic Assistant

Radiology Assistant

Occupational Therapist (OT)

OT Assistant

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General hospital information Your NHS Number Everyone registered with the NHS in England and Wales has their own NHS number. It is a unique national patient identifier, used to help us to match you to your health records. Each NHS number is a unique 10-digit number which is printed on any written communication you receive from us. Patients do not need to know their NHS Number to receive NHS care, however if you do know your number when you come into hospital it can help those treating you.

Information we need from patients For both in-patients and out-patients we need to check personal details such as name, address, date of birth and family doctor, and our reception staff also need to ask all patients the following questions: • You will be asked where you have lived for the past 12 months and can you show that you have the right to live here* – This is because hospital treatment is free to people who live in the UK. If you do not live here all the time then you may be required to pay for any treatment you might need. This is regardless of whether you are a British citizen or have lived or worked here in the past. *Evidence includes passport, visa, council tax or utility bill, bank statement etc.

The Overseas Visitors Liaison Officer from the hospital will decide whether, in accordance with the regulations, you should pay for treatment. You may be asked to provide evidence to support any claim to free treatment.

• Ethnic origin – We are also required to ask for your ethnic origin.

All patients are asked this question and you should choose the group which you most closely identify with. (NB: British includes English, Northern Irish, Scottish, Welsh)

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We need to ask all patients this question so we can make sure we provide a service for the whole community and to identify health needs among all ethnic groups. Once this information has been collected from you at the first visit, it is recorded on the system and you should not be asked for it again.

Patients who miss appointments Sometimes patients fail to tell us they will not be coming to their appointments. The cost at this hospital of appointments that are missed without warning comes to £1.5 million every year. If patients cancel their out-patient appointments or in-patient admissions twice, or miss an appointment once without giving any notice, they may be taken off the waiting list and returned to the care of their GP. Special needs If you have any special needs please let us know. Staff will be happy to discuss any of your needs with you before you come to hospital.

• Each ward has bathrooms and toilets which have been designed for use by individuals using wheelchairs.

• Toilets for disabled people and wheelchair users are available throughout the hospital and are identified by the wheelchair symbol.

• The main reception areas and the reception desk in the Ear, Nose and Throat department are fitted with an induction loop to assist people with hearing impairment.

General hospital information

Wheelchairs Wheelchairs can be found in the main In-patient and Out-patient entrances. If one is not available, please ask a member of reception staff for assistance. Patients and visitors are requested to ensure the prompt return of wheelchairs. Some wheelchairs require a £1 coin which is refunded when the wheelchair is returned to its collection point.

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Translation/interpretation facilities The hospital subscribes to an interpreting and translation service, which provides 24 hour telephone access to trained interpreters. The hospital pays for these services and there is no cost to patients.

If you need an interpreter, please let the ward or out-patient department know which service you need (this includes British Sign Language and lip-speakers for the deaf).

Chaplaincy Chaplains work in the hospital to provide pastoral, spiritual and religious care for people of all faiths and backgrounds, either directly or by contacting an appropriate minister of religion. You can ask hospital staff to arrange for a Chaplain to visit or you can call 01603 287470 and leave a message.

There is a Chaplain on call through the switchboard 24 hours per day. The hospital chapel (Level 1, Centre Block) is always open and is available to all for private prayer or just a time of quiet. Anyone of any faith can use the chapel. There is also a multi-faith prayer room available.

Communion services are held in the chapel at 12.00 midday on Wednesdays and 10.30am on Sunday morning; prayers for the hospital are also said each weekday at 9.00am.

Bereavement The Bereavement Office is open Monday to Friday 9.30am to 4.00pm. Bereavement advisers are available to provide initial support and help to families and friends of patients who have died in the hospital. Further information is available in the Bereavement Booklet, given to relatives when a patient dies, or on the Trust website.

To collect the death certificate please telephone 01603 287165 or 287166 to make an appointment. The local Registrar's office is in 26

Norwich city centre. Call 01603 767600 to make an appointment.

We are sensitive to different cultural needs so please make staff aware of any specific requirements you may have.

Toilets/baby-changing facilities The hospital has toilets in all the public areas. Some are single rooms which can be used by either men or women. Toilets designed for the disabled carry the disabled sign but they can also be used by the able-bodied and by both sexes. There are also baby-changing rooms in a number of locations, ask at one of our main receptions for directions to the nearest one.

Shops WRVS shop - located on Level 1 of the East Atrium (open 8.00am to 8.00pm weekdays and 12 noon to 6.00pm at weekends, seven days a week).

Amigo - located outside the entrance to West Out-patients (open 8.00am to 8.00pm weekdays and 9.00am to 6.00pm at the weekend).

Both these shops sell a wide range of convenience items which include toiletries, fruit, newspapers and magazines.

Stock Shop, a women's fashion shop, located on Level 2 of the West Atrium behind Amigo, open 9.00am to 5.30pm Monday to Friday and 12 noon to 5.30pm on Saturdays.

Cash Machines The hospital has two cash dispensing machines, one located on Level 2 of the East Atrium, and another within the Amigo shop. The machines are provided by the Nationwide Building Society and accepts most bank cards.

Restaurant/Coffee shops The main hospital restaurant is in the West Atrium and serves hot and cold meals and drinks from 7.00am to 2.30am, seven days a week.

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There are coffee shops in each of the East and West Out-patient reception areas which are open between 9.00am and 5.00pm on weekdays only. There is also a large coffee shop Deli-Food 2 Go on the hospital plaza (open 7.00am to 7.00pm Monday to Friday and from 9.00am to 5.00pm at the weekends).

Vending machines There are a number of vending machines in waiting and reception areas throughout the hospital which supply both cold and hot drinks as well as snacks.

Children We ask that all parents and guardians ensure their children are supervised at all times. There is an outdoor children's playground next to the Jenny Lind Children's Department on Level 2 (West block). It has safety flooring and is designed for children under the age of 10.

Pets With the exception of guide dogs for the blind and hearing dogs for the deaf, pets are not allowed inside the hospital for hygiene reasons.

Big C Cancer Information and Support Centre Our Big C Cancer Information and Support Centre is open to patients, families and carers and provides support for those affected by cancer.

It is open Monday to Friday, 9.30am to 4.30pm and on the first Wednesday of the month until 7.00pm. It is essentially a drop in centre for people to call in as and when they wish, to talk to staff, gather information, and access services such as complementary therapies, relaxation group, Citizens Advice sessions, counselling, wig fitting, Look Good Feel Better sessions, scarf tying workshops and our Wellbeing Programme.

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The Big C Centre is adjacent to the Colney Centre, near to the main hospital roundabout. Staff can visit you on the ward if you are unable to get to the Centre. They can be contacted on 01603 286112 or 286113 (there is a voicemail facility for out of hours) or email cancer.information@nnuh.nhs.uk.

Closed circuit television cameras (CCTV) For your safety and security we have CCTV cameras operating in the hospital buildings and grounds. These are closely monitored by security staff.

Mobile phones/computers Mobile phones can give out signals that interfere with medical equipment. We ask all patients and visitors to only use mobiles in public areas of the hospital and not in wards or clinical areas where mobiles should be switched off at all times.

Computers/laptops – In order to protect the hospital's computer systems from viruses and to keep patient information private, we cannot allow patients' or visitors' laptops or computers to be connected to the hospital's systems. However access to the internet can be obtained through Hospedia.

Payphones/postboxes The hospital has a total of 44 public payphones in all the main reception/waiting areas of the hospital. These also provide free phone access to a local taxi service. There are also payphones in all day rooms.

There are two Royal Mail postboxes on the hospital site - one outside the West Out-patient entrance and one on Level 2 of the East Atrium.

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Smoke Free policy We have a Smoke Free policy that does not permit smoking anywhere on our premises; including buildings, grounds or vehicles.

The policy applies to staff, contractors, visitors and patients and was adopted in order to: • Protect and improve the health of patients, visitors, staff and contractors • Protect both smokers and non-smokers from the danger to their health of exposure to environmental tobacco smoke • Set a health improvement example to other employers and workforces.

The Trust considers that, as a health organisation, we have a responsibility to encourage good health and to help tackle major causes of ill health. Anyone who would like help to give up smoking can call Norfolk's NHS Cignificant service on 0800 0854 113.

Safe and secure hospital Our staff come to work to care for others, not to become victims of violence, threatening behaviour, physical, verbal, racial abuse or discrimination. Any patient or visitor who treats any member of staff in this way will be removed from the premises and may be subject to police/hospital prosecution.

It is unacceptable for patients to refuse treatment, care or service from a member of staff if this refusal is based on discrimination, for example skin colour, race, religion or ethnic origin of the staff member. Refusal to accept treatment from a member of staff on these grounds may be seen as a refusal to accept medical care by the Trust. If you suffer, or feel you suffer from discriminatory treatment whilst you are in hospital, please contact a senior staff member.

Confidentiality and access to medical records Data Protection Act – Under the Data Protection Act, we have a legal duty to protect any information we collect from you. We will only use your information for the purposes of providing your 30

healthcare and for training and monitoring purposes. In the course of your care we may need to share your information within the NHS and with partner organisations. We use leading technologies to safeguard your data, and keep strict security standards to prevent any unauthorised access to it.

Access to health records – All patients have the right to see their own medical records. Write to the Health Records Manager, Health Records Library, Francis Centre, Units 20-28 Francis Way, Bowthorpe Industrial Estate, Norwich, NR4 9JA, or phone 01603 288725 or 288858 to request their details.

There are charges to get copies of your health records including an administration fee, and any photocopying and postage costs up to a maximum of £50.

Freedom of Information Act – People are asked to view our website www.nnuh.nhs.uk for our Freedom of Information (FOI) Publication Scheme and an online FOI disclosure log which lists all the FOI requests and responses we have had. Experience shows us that many people make an information request without first checking to see if the information is already publicly available. Very often it is already available on the website and we recommend that people check the website first before making a request.

If you want to make a request under the Freedom of Information Act, it must be in writing to the Freedom of Information Officer, c/o Communications, Norfolk and Norwich University Hospital, Colney Lane, Norwich, NR4 7UY, or email foi@nnuh.nhs.uk and we will respond within 20 working days.

Consent If you are having an operation while you are in hospital your doctor will discuss this with you and ask you to sign a consent form. If you require an anaesthetic you will also have the opportunity to discuss this with your anaesthetist. Please remember that the medical and nursing staff are happy to answer any questions that you may have.

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Students This Trust trains a wide range of healthcare professionals including medical students from the University of East Anglia. It is important that they should see, talk to and examine real patients as part of their training. We depend on the goodwill of patients to make this possible. We do not wish to intrude on your privacy without your consent but it is likely that one or more students may observe while a member of staff talks to you, examines or treats you. If you do not wish the medical students to be present, you may tell the staff and the students will leave the room.

Fire precautions In the event of an alarm sounding while you are in the hospital please follow the instructions given by staff.

Medical equipment During your stay in hospital you may be connected to equipment as part of your treatment. This should not be touched or interfered with. In particular children or others should not be allowed to play with the equipment. There is a risk of it switching off, changing the settings or even damaging the equipment. Should the equipment sound an alarm or you have any concerns on how it may be working, please ask a nurse.

Patient health and safety For every patient we try to identify things that may affect your safety or the safety of our staff. Staff may complete a care plan or other paperwork that may record that you need to be moved in a particular way or need special equipment. These needs may have to be communicated to other staff in the hospital when you move between wards and departments or when there is a change of staff caring for you. We will always maintain confidentiality in these matters.

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Travel claims If you are receiving certain benefits (such as Guarantee Pension Credit, Income Support, Job Seekers Allowance - income based, NHS Tax Credit Exemption Certificate, HC2 or HC3 Certificate for help with costs) you may be able to claim for your travelling expenses and car park charges when coming to hospital for treatment. The Department of Health leaflet HC11, Are you entitled to help with health costs? explains this in detail. You will need to produce current proof of the benefit you receive, together with proof of your appointment.

Please note the hospital is not authorised to pay: • Taxi fares or mileage for patients who have travelled by hospital transport • If your benefit letter is dated more than three months from the date of appointment • For hospital visits to in-patients or accompanying a patient, unless under exceptional circumstances • Carers can only claim for reimbursement if supported by an appropriate letter of authorisation.

Sick notes Patients who have been away from work ill for seven days or less do not need a sick note from a doctor. Your employer will want you to fill in a self-certification form for an illness that lasts for seven days or less. That form may be your employer's own or it could be an Inland Revenue form (SC2) that your employer will give you. That self-certification form needs to go back to your employer. If you are away from work for more than seven days in a row while under the care of a hospital doctor, you will need a sick note from that doctor.

Volunteering at the hospital We have voluntary helpers working throughout the hospital and we are always keen to recruit new people. Roles are available within wards, clinics, administration and wayfinding. If you have three to five hours to spare per week and would like to offer your services please contact the Volunteers Office on 01603 286060.

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Making a donation Donations can be made to the NNUH by either sending cheques to the Finance department or in person at the Patient Services office located on Level 2, East Block. Cheques should be made payable to the Norfolk and Norwich University Hospitals NHS Foundation Trust.

The name of the relevant department or ward will be needed when making donations to ensure they are allocated correctly.

Charitable donations are used to improve the care and facilities we offer where NHS funding is not available. The Norfolk and Norwich University Hospital NHS Trust Charitable Fund is a registered charity (No. 1048170).

Hospital Arts Project (HAP) HAP is a charitable organisation founded in 1982 to provide a unique and stimulating environment for our patients, staff and visitors. All the work undertaken by HAP is funded not by the NHS but from charitable donations. Improving the environment for everyone increases well-being and arts projects can take the form of visual art, sensory art and performance art. The role of HAP is to brighten the environment and lives of all who come to our hospitals.

If you would like more information about HAP please call Emma Jarvis, hospital arts project co-ordinator, on 01603 28787 or visit www.nnuh.nhs.uk/arts

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Patients' Rights and Responsibilities Every patient and visitor has the right to: • Be treated with respect and courtesy. To have privacy, confidentiality, dignity and personal/cultural beliefs respected • Be involved in your care at every stage and to receive clear, understandable information from us • Know the name of the people treating/caring for you and their role in your care • Be kept fully informed of waiting times, delays and cancellations.

• Be accompanied to hospital by a friend or relative, if you so wish • Have the right to refuse treatment. The results of refusing treatment will be made clear to you • Be informed of the hospital policies relevant to you • Provide feedback which helps us to improve the quality of care we offer • Know what is being written about you at the time it is being written • Have access to your health records.

Every patient and visitor has a responsibility to: • Behave reasonably, treating staff with courtesy and respect • Provide full information about past or present illnesses and other health matters which will help us to treat you • Confirm that you understand the treatment being provided and course of action • Follow recommended treatment plans. Patients are responsible for the consequences of refusing treatment or not following professional advice • Be considerate by keeping noise down, not smoking, keeping visitors limited to two per bed, and abiding by hand hygiene practice • Tell an appropriate member of staff if you cannot make an appointment - alternative arrangements can be made so other patients can attend • Consider participating in education, training and research for the benefit of others.

Developed by the Patient Panel of the Norfolk and Norwich University Hospital NHS Trust, 2006.

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Your hospitals need you The Norfolk and Norwich University Hospitals NHS Foundation Trust, which runs hospitals in Norwich and Cromer is looking for members to get involved to play an important role in helping us shape the health services we offer.

Being an NHS Foundation Trust means we are accountable to local people like you and we want to invite you to become a Member. It's free to join and open to anyone over the age of 12 who lives in Norfolk and Waveney.

Becoming a Member will mean that you can: • • • •

Get involved in areas that interest you Receive regular updates about our work Receive invites to events for members about health topics Vote in elections for Governors and stand for election as a Governor

As a Governor you will be able to influence future strategies and the provision of services.

We are proud of our hospitals but we know that they can be even better with your help. All you need to do to help is join us as a member.

Please take a minute to fill in the membership application form opposite and return to: Foundation Trust Office Norfolk and Norwich University Hospitals NHS Foundation Trust FREEPOST Plus RRJT-ERAK-YEKZ Colney Lane, Norwich NR4 7UY For further information about Foundation Trusts either visit www.nnuh.nhs.uk/Page/FT or telephone 01603 287200 for an information leaflet.

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Your hospitals need Application you Membership Form The Norfolk and Norwich University Hospitals NHS Foundation Please register as a member of theand Norfolk andisNorwich Trust, which runsme hospitals in Norwich Cromer, looking for University Hospitals NHS Foundation Trust. members to get involved to play an important role in helping us shape the health services we offer local people.

My details are: Being Foundation Title: an MrNHS / Miss / Ms / MrsTrust / Dr means / Otherwe are accountable to local people you and we want to invite you to become a Member. (deletelike as appropriate) It's free to join and open to anyone over the age of 12 who lives in First Name.................................................................................

Norfolk and Waveney.

Last Name.................................................................................

Becoming a Member will mean that you can: Address.....................................................................................

• Get involved in areas that interest you .................................................................................................

• Receive regular updates about our work •.................................................................................................

Receive invites to events for members about health topics •Town Vote/ in elections for Governors and stand for election as a City................................................................................

Governor County......................................................................................

As a Governor you will be able to influence future strategies and Post Code................................................................................. the provision of services.

Telephone Number Home.......................................................................................

Work.......................................................................................

Mobile.....................................................................................

Email.......................................................................................

How do you wish to be contacted? (please tick one) Email Post Telephone (via home/mobile or work) Don’t Mind 37

Ensuring Representative Membership This section allows us to ensure that our membership reflects the diversity of our community.

Are you:

Male

Age Group: 19-35 66-80

12-15 36-50 81+

Female 16-18 51-65

Date of birth........................................

Do you have a disability?

Yes

No

To which ethnic group do you belong? (please tick one)

White British White Irish White Other Black Caribbean Black African Black Other Asian Indian Asian Bangladeshi Asian Pakistani Asian Other Mixed White & Black Caribbean Mixed White & Asian Mixed White & Black African Mixed Other Chinese Other Ethnic Group Unknown Not stated I declare that I am eligible and would like to register my interest in becoming a member Signed ................................................................................

Date

....................................................

Information contained in this booklet is correct at time of going to print This leaflet is also available upon request in various formats and languages.

Contact Communications on 01603 289821

For all other enquiries please contact switchboard on 01603 286286 Norfolk and Norwich University Hospital Colney Lane Norwich NR4 7UY web: www.nnuh.nhs.uk email: communications@nnuh.nhs.uk

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