Welcome Information for your stay
Everything you need to know to help you feel informed and supported during your stay.
Welcome We know coming into hospital can be a worrying time. Our team is here to support you during your stay and help you recover. Scan the QR code to view a welcome message from our Chief Nursing Officer and Chief Medical Officer. Need this document in a different format? Please speak to the ward team for a full version of this pack.
Contents
How to scan a QR code
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Welcome
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Your care
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Items you may need and everyday information
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Help and support, our hospital charity and how to get involved with research
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Visitors and carers and recognition for our people
Tap the popup Wait until a small notification or web link appears on your screen (it may pop up as a banner or a yellow dialogue box).
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Staying in hospital
Tap the notification to open the link.
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Leaving the hospital
You do not need to download a separate app.
Open your camera Tap your phone's camera app as you would to take a photo. Point at the code Hold your phone and point the camera at the QR code. You don't need to press the capture button.
Your feedback matters Your feedback helps us to make continuous improvements to patient care and experiences. Please take the time to complete the short survey by scanning the QR code with your phone camera and share your views. Thank you.
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Your care When you arrive We’ll welcome you, show you to your bed and explain the ward routine. Please wear your identification wristband at all times. We will discuss if you: Have allergies Take regular or current medicines Have valuables or money that need storing Need a medical certificate May miss any appointments Need support after you leave hospital
Your care team You'll meet the nurse looking after you at the start of each shift, along with other members of the team involved in your care. All staff wear identification badges. If you need help, have any concerns or something doesn't feel right, don’t put up with it; tell us.
Uniforms Our NHS uniforms are part of a national programme designed to make it easier for patients and visitors to identify different staff roles. The standardised uniforms support staff comfort, inclusion and sustainability, while helping the NHS reduce costs through a more efficient national approach. Together, these changes support a better experience for patients, visitors and colleagues. Scan the QR code to view our full list of uniforms.
Your privacy and dignity We respect your privacy and dignity at all times. Separate facilities are provided where wards have both male and female patients.
What matters to you about your care? Our Fundamentals of Care standards describe the care every patient should expect. Scan the QR code or read more on our website: www.pah.nhs.uk/patients-visitors/foc
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Items you may need Valuable items
Any medicines you currently take Any medical equipment you currently use Clothes and underwear/socks Night clothes/dressing gown Slippers (well-fitting) Toiletries/personal care Dentures Toothbrush Toothpaste/denture cleaner Glasses/contact lenses Hearing aid and batteries Walking aids Mobile phone and charger iPad/tablet, book or headphones Earplugs and eye mask
Your personal belongings will be stored away for you in your small bedside locker. Please avoid bringing valuables where possible. Ask family or friends to take any valuables you have at the time of admission to hospital home for safekeeping.
Everyday information Meals and drinks
Wi-Fi
You can choose meals from our ward menu. Snacks, drinks, sandwiches and other cold food are also available. Please tell us about any dietary, religious or cultural requirements.
Free NHS Wi-Fi is available for patients and visitors.
Safety and security
Smoke-free hospital
The ward is secure and monitored by hospital security. Please tell staff if you leave the ward.
Chaplaincy Our chaplaincy team offers spiritual, religious and pastoral support to people of all faiths and none, at the bedside or in our sanctuary. To access this service, please ask a member of the ward team.
Select ‘NHS WIFI’ in your device settings and accept the terms and conditions to connect.
Smoking and vaping are not permitted anywhere on hospital grounds. Support to stop smoking is available please speak to a member of staff.
Harlow Hospital Radio You can listen to Harlow Hospital Radio (HHR) by streaming it online via the HHR web player on their website: www.harlowhospitalradio.com
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We want you to have an outstanding experience every time you come to our hospital; however, we acknowledge that we don’t always get things right. That’s why our PALS team is here to help. The team works with you to find positive ways to solve your problems. When possible, they will try to resolve the problem on the spot with the help and support of teams across the hospital.
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Patient Advice and Liaison Service (PALS)
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Help and support
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If you’re worried that you or a loved one has a deteriorating health condition, the Martha’s Rule specialist clinical team are here to help. Step 1: Ask to speak to the Nurse in Charge or Doctor of the department you are in. Step 2: If you are still worried after advice from the team, ring the Martha’s Rule service on 01279 973938 anytime.
The team are your first point of contact if you have any feedback, queries or concerns about services provided by the hospital.
Step 3: The Martha’s Rule team will review the situation and provide support.
You can contact them at paht.pals@nhs.net or 01279 827211.
Scan the QR code for more information.
Our hospital charity Our charity supports our patients, people, and visitors across all our three sites by providing supplementary support that is beyond the scope of the NHS. With your support, they enhance patient care, purchase special equipment, improve facilities and invest in vital research that supports patients now and into the future. Every donation helps provide the best possible care and helps make a difference. To find out more, explore ways to get involved, or donate visit: pah.nhs.uk/charity or scan the QR code.
Get involved with research We are a research-active Trust with studies and clinical trials open to recruitment. During your hospital stay, a member of the research team might invite you to take part. Participation is voluntary. We’d love for you to get involved - find out more at www.pah.nhs.uk/about/research/ or scan the QR code.
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Visitors and carers Involving your family or friends Your family and friends can support your care and recovery. If you would like them involved in updates or discussions about your care, please let the ward team know.
Visiting times Visiting is generally from 11am to 8pm, seven days a week. Please scan the QR code or check our website for the latest guidance: www.pah.nhs.uk/patients-visitors/wards/ We offer unrestricted visiting for patients at the end of life and those who may need additional support.
Carers’ Passport If you support a relative or friend in hospital, our Carers’ Passport and lanyard can help you stay involved with their care. Updates on care plans (where appropriate) Access to concessions Unrestricted visiting when appropriate Blankets and pillows if you need to stay overnight To apply, please speak to the ward or department manager.
Sensory garden Patients and visitors are welcome to use our sensory garden, next to the Eye Unit (Building 8). It offers a peaceful space to relax and enjoy some fresh air. Please speak to your ward team to arrange your visit.
Recognition for our people DAISY Award® Nominate an exceptional nurse or midwife who has provided outstanding, compassionate care. Scan the QR code or visit www.pah.nhs.uk/DAISY to submit a nomination. Share a compliment Want to thank a member of staff or team? Whether it's a doctor, healthcare assistant, porter, volunteer or any other colleague, we'd love to hear about the difference they've made. Email paht.compliments@nhs.net or call 01279 827211 to share your compliment.
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Staying in hospital Prevent infection Clean your hands regularly. Avoid touching wounds or medical devices. Ask visitors to use hand gel. Visitors should not attend if they are unwell.
Personal care If you need help with washing, dressing or oral care, please ask a staff member.
Keep active Keeping active helps maintain your strength and supports your recovery. If it is safe to do so: Get dressed each day. Sit out of bed when possible. Take short walks. Keep your mind active with reading, music or puzzles.
Managing pain Please tell a staff member if you are in pain or uncomfortable. We will work with you to manage your pain and support your recovery. Remember, don’t put up with it; tell us.
Rest and sleep A good night's sleep is important for your recovery.
We will do our best to keep noise and disruption to a minimum, especially overnight.
You can help by keeping noise low, switching mobile phones and other devices to silent and wearing earphones.
Ear plugs and eye masks are available please ask a member of staff.
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Leaving the hospital Your expected discharge date We will talk to you about an expected date for leaving hospital and plan your discharge with you. This date is a guide and may change to make sure it is safe for you to leave. The timing will depend on several factors, including your clinical condition, the treatment or tests you need, your medicines, and whether any equipment, transport or additional support must be arranged. If another organisation is involved in meeting your care needs, such as community health or social care services, we may also need to confirm that the right support is in place. The ward team will keep you informed and explain any changes. Please speak to them if you or your family or carer have any questions or need help preparing for discharge.
After you leave hospital When you are ready to leave hospital, we will make sure you have the information you need to continue your recovery safely. Please read your discharge paperwork carefully for advice about your medicines, recovery and follow-up care. If you have any questions or are unsure about anything, please speak to the ward team, who will be happy to help you. You can also use the NHS App or My Alex Health patient portal (scan the QR code to read more) to view information about your hospital care, including your appointments, test results and discharge information. If you need a package of care after leaving hospital, your care provider will give you information about the support arranged.
Who to contact Questions about your recent hospital care: Please contact the ward using the number on your discharge paperwork. Social care issues after discharge: If you are a patient from Hertfordshire or Essex, the Transfer of Care team can support you with issues relating to your social care on 01279 827927. Ongoing or non-urgent concerns: Contact your GP for advice. Medical help needed now: Contact NHS 111 if you are unsure what to do. Emergency: Call 999 or go to A&E if you have a serious or life-threatening illness or injury.
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