the Inpatient Unit
You’ve found us
Welcome to Royal Trinity Hospice
We hope to do everything we can to make you comfortable during your time with us. We are here to help you in whatever way is right for you.
Our expert team can help to manage the impacts of your illness as well as any physical, emotional, spiritual or financial needs, symptoms or concerns you may have. You can pass time at Trinity as you feel you need to, be it in our beautiful grounds, in our Garden Room, or taking time out in your room privately.
We know at important times in life, the little and the big things can make a difference to you and those you care about. If there’s something we can do to bring reassurance, joy, or home comfort, please let us know. If there is a special day or anniversary you would like to celebrate, please ask.
We want your care to reflect your values, beliefs, and the way you live your life. Trinity is a place where everyone is welcome and the diversity of the people we care for is celebrated and respected. We care deeply about making sure your Trinity experience is unique to you.
If you have any questions or concerns, our team will be there to make sure you have all you need - for every moment.
Roxy Welsh Head of Inpatient Services
Isatta Sisay Director of Patient Services and Chief Nurse
Do you have private health insurance?
Royal Trinity Hospice is a charity, providing all care entirely for free to patients and their loved ones.
As an independent charity, we receive only a quarter of our funding from the government, so we rely on donations to raise more than £12 million needed every year for our services to continue.
Some health insurance companies donate to Trinity when their customer is referred here. They recognise that by being cared for by Trinity, their customers are saving the insurance company the cost of staying in a private hospital or NHS hospice suite. Insurance companies are not obliged to donate and how much they give will vary patient to patient.
Tell us if you have private health insurance and we might be able to claim.
What you need to do if you have private health insurance:
All we need is the name of your insurance company and a signed consent form, agreeing that we can write requesting a donation from them. We will handle all of the administration.
What information is given to the insurance company?
With your permission, we submit the following information:
Patient’s name
Patient’s full address
Patient’s main diagnosis e.g. Cancer, MND, Lung Disease
This information is provided as some companies determine donation levels based on the type of illness.
Your guide to Royal Trinity Hospice
Your room Page 5 - 7
Keeping you safe at Trinity, preventing falls Page 8 - 9
Wider surroundings of the hospice Page 11
Food Page 13
Medication Page 15
Visitors Page 17 - 21
Support for yourself, family and friends Page 23
Living Well Page 25
Infection prevention & control Page 29
Staff Page 31 - 33
Your wishes for the future Page 35
Your voice matters Page 37
Your personal information Page 39
Ways to support us Page 41
Leaving a gift in your Will Page 43
Useful information Page 44
Trinity map Page 45
We want to make sure we communicate with you and give you information in the way that you want to receive it. If you have any communication or information needs, or if English is not your first language and you would benefit from an interpreter, please let us know.
This pack was last updated in March 2026. All of the information was correct at the time of going to print, however some details may change over time. If you are unsure about any of the information in this pack, or how to access the support and services it outlines, please ask any member of the team.
Your room
A place to rest and receive our care
Whilst you are with us, your room will be your own private space, with an attached en-suite. You may be staying in our shared bay, which has several beds but ample space.
It’s important you feel comfortable and have familiar things around you. If you have brought personal possessions from home, please feel free to display these how you want to, including by using the magnetic white board opposite your bed. Let us know if you run out of magnets!
Your bed
Your bed is electronically adjustable, and you can request further duvets, blankets or pillows. We have a limited number of larger ‘cuddle beds’. Please ask us for more information.
Towels and laundry
We will provide you with fresh bed linen and towels. Our in-house Laundry team can also clean your clothes.
Toiletries
If you forget to bring your own from home, we can provide some items.
Calling for help
Please press the call bell if you need any assistance. Portable handsets are available for when you are outside of your room. Your nurse will show you and your visitors how to use these.
Making and receiving phone calls
Mobile phone use is allowed anywhere in the hospice and there are several plug points to charge your phone in your room.
Cordless phones are available if you don’t have access to a mobile phone, as well as tablets for video calls.
Entertainment
Each room has a wall-mounted TV which can be operated using a remote-control or keyboard. The radio is accessible through your TV. You can also play DVDs and CDs brought from home through the TV. There is one stand-alone DVD player on the ward. You are welcome to use your own personal tablets and laptops.
Wi-Fi Code
Please access the ‘Guest Wi-Fi’ which does not require a password. NB: this is an unsecure network.
Storage of drinks
Your room has a small cooler, that can be used to store drinks. We ask that you do not use this for food as this is a cooler and not a fridge. Staff will sometimes store some clinical items in the cupboard space above your cooler.
Communication, information and translation
It’s important to us that we can communicate with you in the way that you need us to. We will ask you if you or your carer has specific information and communication needs, or if you require an interpreter.
We have a range of equipment and resources to support different communication needs, please let us know what we can do for you.
Accessing the outdoors from your room
Each room has either a balcony or terrace where you will find a table, chairs and lighting. Your bed can easily be moved onto your balcony or our terrace if you wish.
You and your visitors are welcome to use our beautiful gardens at any time. You may wish to enjoy meals and drinks in the gardens. We can wheel your bed outdoors or provide a wheelchair if needed. Outdoor heaters are located on the terrace.
Our garden has two unfenced ponds and plants that can be hazardous if consumed. Please take care to ensure that any visiting children and pets are supervised.
Smoking
We maintain a no smoking policy throughout the hospice, including e-cigarettes. We recognise that some patients and visitors may wish to use the smoking hut (see map p45), which can be found in our gardens. Please do not smoke elsewhere in the gardens.
Keeping you safe at Trinity
Preventing falls
While you are at Trinity, we want to keep you safe. Falls are very common and the consequences can be serious. We do everything we can to prevent trips, slips and falls.
There are several things that can increase the risk of someone falling, such as: being over 65 sensory changes being on lots of medications having low blood pressure the environment around you.
When you arrive at Trinity, we will complete a risk assessment. If it is needed, we will set up a falls care plan to support you, your carers, and the staff team. Having a falls care plan does not mean we can completely prevent falls but it reduces the risk of falls and injury.
Our Physiotherapy and Occupational therapy team will visit you whilst you are here. Please tell them if you feel your mobility aid is no longer appropriate or your ability to move around has changed.
If you do fall, please be assured that we will be there to help you and assess any injuries, which will be treated immediately. After this, we will re-review your mobility and equipment needs.
Call, don’t fall
Please ask us for help if you need it. We are here to help you maintain your independence.
What you can do
There are several steps you can take to prevent falls:
Tell us if you have had a fall in the last year or if you feel worried about moving around.
If you feel dizzy, stop, sit down and call for help.
Make sure your call bell is always close to hand and ask for support when you want to move around.
Make sure your room is well-lit and clutter-free when moving around. We can help to clear items out of the way.
At nighttime, you can ask us to leave your reading light or bathroom light on to ensure you are safe when getting up at night.
Take care and try not to rush when standing up or reaching for items. If you’re getting up from lying down, sit on the edge of the bed for a while and move your ankles around.
Let us know if your vision has changed. If you have them, wear your glasses as you normally would, and ensure they are clean.
Wear proper footwear with good gripping soles that fit well, or slipper socks (we can provide these for you).
Wear comfortable clothes with no loose ties e.g. dressing gown cords.
A lot of our furniture has wheels. Don’t use the furniture in the hospicesuch as bed tables - to help you stand up.
If you have one, use your walking aid, and keep it close. If you have bought your own aid, we will help ensure the rubber grips are in good order.
In the bathroom, use the fixed rails when getting on or off the toilet. Be extra careful if the floor is wet. Use the shower chair and any handrails around you if you need them.
Let us know if you have any continence issues so we can make a plan to make sure you can safely get to a toilet.
Let us know if there are any hazards (e.g spillages) in your room.
How family, friends and visitors can help
Please tell us if:
You feel your relative may be at risk of falling
Your relative has had a fall in the last twelve months
Your relative is not their usual self or has complained of feeling unsteady or dizzy
Your relative has any problems with their memory, a known diagnosis of dementia or a new delirium
If you are leaving after a visit, please make sure the call bell is to hand and their room is free of clutter.
In the wider surroundings of the hospice
Garden Room
The Garden Room is our non-denominational community space for reflection, prayer, meditation and spiritual activities. You are welcome to light a candle or make use of our spiritual and religious resources. You can arrange access to the Garden Room through your nurse, who will also be able to arrange for you to talk to one of our Spiritual Care team. The Garden Room is accessible 24 hours a day.
Common Cause Cafe
Our fantastic cafe, Common Cause, is open Monday-Friday from 8am to 4pm and Saturday mornings (with a reduced menu), and offers a range of hot and cold drinks, freshly made snacks, pastries and cakes.
The cafe is open to the public but you and your guests are welcome to use it at any time either to take items away or enjoy them in the cafe.
Events
The hospice is open all year round and occasionally we use our gardens to host events. These are infrequent, well-managed and typically end early evening (before 10pm).
Whilst infrequent, these events are essential for fundraising and raising awareness of our work as well as providing us with opportunities to celebrate our staff and volunteers.
Keeping you safe
Fire alarms and evacuation
Our fire alarms are tested on Wednesdays at 10am. You don’t need to evacuate for a fire alarm test.
For patients, if you hear the fire alarm outside of the Wednesday 10am test time, please stay where you are – a member of staff will let you know if you need to do anything.
Security
All Trinity staff and volunteers wear identification badges. We use CCTV to monitor some areas to provide security for patients, visitors and staff. There is no CCTV in any of our patient rooms or treatment rooms and access to CCTV footage is strictly limited. You can find out more in our Privacy Policy, which can be accessed on our website or you can request a copy of our leaflet “How we use your personal information”.
Personal belongings
We are unable to take responsibility for any personal belongings you bring to our inpatient unit and encourage you to leave valuables at home. If you do want to bring valuables with you, we suggest you ask for them to be stored in our safe, which is accessible Monday-Friday between 9am to 5pm
Food and drink
Catering at Royal Trinity Hospice
We have an excellent on-site Catering team with all meals freshly prepared at Trinity by our Chefs.
Service is very flexible, however general times are:
Breakfast 8.30 – 10am
Lunch 12.30 – 2pm
Evening meal 5pm onwards
You will find a menu in your room and a member of the Catering team or a volunteer will come to take your order each day. If you change your mind later in the day, that’s not a problem, just let a member of staff know.
Please let us know any time you would like something to eat and drink and we will be able to help. Even if the kitchen is closed, food is still available as our Catering team prepares a range of dishes in advance that can be served by the Nursing staff. If you need adaptations or have special requirements, we have a range of tools or options to help with eating and drinking.
Specific dietary needs
If you have special dietary requirements or follow a specific diet based on your religion or beliefs, please let us know and we will be happy to accommodate your needs. Please ask any member of staff or the hospice dietitian for more information.
Please let us know about any requirements, preferences, or allergens you may have.
Alcohol
Alcohol can be consumed, but please check with your nurse first in case it influences any medication you are taking.
If you would like an alcoholic drink and it is safe for you to consume it, we have a range of drinks that we can offer you.
Special occasions
If you would like to celebrate a birthday, anniversary or special occasion we can provide a special tea and cake.
Our team has done it all – Christmas in July, weddings, children’s birthday parties and afternoon tea on the balcony. If you have an idea or request, please ask and we will do our best to make it happen!
Drinks
Hot and cold drinks are available throughout the day in our coffee lounges on both floors of the inpatient unit.
Medication
Medication rounds
There are typically four rounds during the day, with staff seeing people one by one. The approximate times are:
Morning 9am
Lunch 1pm
Early evening 5pm
Night 9pm
Please don’t worry if we come to you a little before or after these times, we will be working our way round all the patients and we will get to you.
Self-administration
Some patients choose to continue taking their own medicines rather than having a nurse administer them. We are happy to support this and the team can guide you. If you choose to do this please speak to a member of staff.
Visitors
Your friends and family are welcome to come and see you at Trinity at any time. They will need to sign-in and out at the main reception each time they visit.
Visiting times
There are no fixed visiting times. We are open throughout the day and evenings. If possible, please let staff know in advance if your visitors are planning to come after 10pm and/or intending to stay over.
After 10pm our main gates are closed, but there is an entry phone to our reception which is monitored 24 hours a day.
Staying overnight
Your visitors can stay overnight, and we can provide a trundle bed for them to stay in your room if you would like them to. We can accommodate two overnight visitors per person and have a limited number of overnight pull-out guest beds.
Large group visits
We do not put a limit on the number of visitors, but we do ask that your visitors respect the privacy of other patients and their visitors too.
If large numbers of people wish to visit you, we may suggest that maximum groups of six people visit at any one time, or a visiting timetable is drawn up. This will help us ensure the ward is not overly crowded or noisy, particularly at night.
Young visitors
Children and young people are very welcome, and those under the age of 18 will need to be supervised at all times within our building and in the grounds. On the far side of the garden there is a small children’s play area which children are welcome to use, under adult supervision. Please note, our garden contains hazards including two unfenced ponds, plants that could be harmful if consumed and bee hives. Children must be accompanied at all times and remain the responsibility of their parent or guardian.
Bringing pets
During the daytime you are welcome to bring in well-behaved pets, provided they are supervised within the building and throughout the grounds on a lead. If you are in a shared room, please check first with a member of the Nursing team before arranging a visit from your furry friends!
Keeping your family and friends updated when they are unable to visit you
Our ward staff are available 24 hours a day to let your family and friends know how you are (with your consent). Your friends and family can telephone the hospice on 020 7787 1000 and ask to be put through to the inpatient unit to talk to a member of staff. We can also set up a video call for you with them, please ask if you would like our help with this.
Refreshments
Complimentary tea and coffee are available in our coffee stations on both wards. You will also get a visit from a team of volunteers who run a tea trolley service a few times a week. They are always happy to stay for a cuppa and a chat if you would like some company.
Our Cafe, Common Cause, sells a selection of fresh pastries, sandwiches and toasties, as well as home-made cakes and delicious artisan coffee. It is open Monday-Friday, 8am to 4pm and from 8.30am-1pm on Saturdays.
There is also a vending machine (card payments only) near the entrance to the inpatient unit..
Meals for visitors
Meals can be ordered for up to two visitors per patient, however patients are typically served first. There is a small charge for meals prepared by our Chef, which can be paid for in Common Cause, either with cash or card. Please be aware that we typically have one Chef onsite catering for everyone. Visitors can bring in their own food too, or order a local takeaway to eat in.
Visitors’ toilets
Toilets are on both floors of the inpatient unit. Baby changing facilities can be found on the ground floor, all wheelchair accessible and not requiring a rador key.
Mobiles and internet access
Free wireless internet access is available for your visitors and they can use their mobile phone in the building and gardens while visiting Trinity.
We are respectful towards each other
Royal Trinity Hospice is proud of the unique qualities that make every member of our diverse and skilled team who they are.
We expect them to be treated with respect at all times. You also have a right to be treated with respect at all times by our staff and volunteers. Any member of the team can direct you to our complaints procedure if you feel this is not happening.
We will not tolerate racist, discriminatory, aggressive, threatening, abusive, offensive, or intimidating words or actions. Where necessary, we will contact the police and/or follow an exclusion procedure.
We understand that heightened emotional circumstances can be incredibly stressful for both visitors and patients, but please remember that our team are people too and they are here to help. Thank you.
Parking
We have very limited parking here (five spaces), available for visitors on a first come, first served basis. There are Pay & Display bays on roads around the hospice, visitors will need to check the local parking restrictions.
Nearest public transport points
Trinity is a ten-minute walk from Clapham Common tube station, (the quickest route is via Rookery Road) which is zone 2 on the Northern line
NB: this underground station does not have lift access.
The London Overground can be accessed from Clapham High Street. The Number 35 or 37 bus goes to Clapham Junction station, taking around 15 minutes.
Flowers
Visitors may want to bring you flowers, which we welcome. Vases are available in all shapes and sizes, just ask a member of the team for help.
Support for yourself, your family and friends
Please speak with your hospice doctor, nurse or clinician to arrange any of the support outlined on this page. Alternatively you can email rth.referrals@nhs.net
Support for you
The Patient and Family Support team, (PAFS), can provide emotional support and counselling. Counselling can support your psychological and emotional needs and is typically delivered:
In a range of ways, either in the hospice, via video link or telephone.
Over 8 weeks following an initial telephone assessment.
Consistently, with sessions at the same designated time each week.
Patients discharged from the inpatient unit, can access our free Living Well programme as an outpatient. Please ask a member of our staff for a copy of our Living Well leaflet to find out more.
Welfare advice and support
Our Welfare Rights Advisor offers advice on the financial support available for patients and carers. This covers areas such as; concessionary travel, Blue Badge applications, housing support, financial support/signposting and applications for benefits and services or debt management.
Support for your friends and family
We offer emotional support and counselling to people close to our patients, at any stage. Our Carer’s Clinic is a confidential space for carers to receive support for their own emotional needs, as well as raise any questions about end of life care they may have.
We support anyone affected by the death of a patient in our care, with no time limit on this support. We write to families who are known to us approximately eight weeks after a bereavement to introduce ourselves and the services we offer. This support may be in the form of organised groups and activities, remembrance services and counselling.
We also welcome self-referral from the families and friends of patients, at any time. They can email rth.referrals@nhs.net to begin the process
Spiritual needs
The Spiritual Care team offers pastoral, religious and spiritual support to all. A member of the team will introduce themselves to you during your admission.
We are kindly supported by our local faith communities - including Buddhist, Christian, Hindu, Jewish, Muslim and Sikh leaders and places of worship. Faith leaders can visit you at the hospice, at your request.
You are very welcome to request a visit from the Spiritual Care team or ask visitors to bring from home any items you use to practise your faith.
Living Well
Living Well is our programme of group and 1:1 activities. They are attended by both patients living at home and those staying in the hospice.
You can see the regular programme of activities below. Please speak to a member of the team if you are interested in attending and they will make arrangements.
Living Well calendar at a glance
Therapies team
Our Therapies team is made up of Physiotherapy, Occupational Therapy, Complementary Therapy and Dietetics. The therapists can support you to maintain your independence and help you to do the things that matter to you, managing the practicalities of day-to-day life, your needs, your symptoms and your mobility.
On admission to Trinity, the Nursing team will notify the Therapies team of your arrival and dependent on your needs, a therapist will come and see you to assess and discuss how we can help you.
Occupational Therapists (OT) can help you engage in your day-to-day life as independently as possible. They can do this through the provision of equipment, recommendation of care, and helping you to create a symptom management plan for issues such as fatigue and pain.
Physiotherapists (PT) can help you to maximise your movement and function through exercise, mobility training and appropriate equipment. They can also teach you self-management techniques to manage symptoms such as breathlessness and pain to enable you to feel more in control.
Complementary Therapists (CT) can help reduce physical and emotional symptoms such as anxiety, insomnia, constipation, nausea, and improve wellbeing and quality of life. Complementary therapies for patients on the inpatient unit include reiki, reflexology, massage, and aromatherapy.
Dietetic service (DS) will assess your nutritional needs at the beginning of your admission. Our dietitian will support you if you are having difficulty eating and drinking, or have concerns about weight loss or poor appetite, or if you are being fed via a tube or nutritional supplement drinks. The dietitian will work with you to make the most of the food that you are able to eat, and support you to manage specific nutritional problems or concerns, working closely alongside our in-house Catering team.
Volunteer Therapy Dogs
We have a small team of therapy dogs who visit the inpatient unit with their owners on a weekly basis. The dogs have been temperament assessed by a recognised body and visit to provide comfort and enrichment to patients and their families.
Patients comfortable with dogs can request a visit, please let a member of the team know if a visit would be welcomed, or equally if you would not like to see them.
Infection prevention & control
Keeping our hospice clean and infection-free is a top priority for the benefit of our staff, patients and all visitors.
What you can expect from our staff
Our staff will clean their hands before and after seeing you and will wear gloves and aprons when delivering some types of care, which they will change before going to see another patient. All our equipment is single use only or will be cleaned before use with each patient.
Ways you can help reduce the risk of spreading infection:
Wash your hands or use an antibacterial hand gel after coming into contact with someone else, after visiting the toilet, and after eating and drinking. If able to, regularly showering or requesting a bed wash or handwash aided by our staff (wipes are also available).
Advise your nurse if you have a sore throat, cough, loose stools or pain passing urine.
Wear a fresh set of clothes and slippers / something on your feet when getting out of bed.
Ways your visitors can help reduce spreading infection:
Wearing a face mask where indicated. Wash hands and use the antibacterial pump points.
Avoid sharing cups, cutlery and utensils.
Your team at Royal Trinity Hospice Staff
At Trinity our team is highly skilled and experienced in specialist palliative care. You will find them to be caring, approachable, and friendly too. You can see the pictures and names of staff working each day on our digital screens.
Some of the people you may meet are:
Nursing team
Your nurses are your first point of contact if you have any queries or concerns. They are available on the ward 24 hours a day, 365 days a year. You may not always see the same nurse each day, but rest assured, all your nurses and healthcare assistants will be aware of your care plan and preferences. A senior nurse is in charge at all times. The Head of Inpatient Services oversees the entire inpatient unit Nursing team.
Our healthcare assistants will be able to help you with personal care and can relay your requirements to the registered nurses.
How do they help? Our Nursing team will get to know you. They will assess your symptoms as they change, providing you with treatment options that are both pharmacological and holistic. The nurses will talk to the whole multidisciplinary team to ensure your wishes and needs are met..
Medical team
Your Medical team includes Consultants, Speciality Doctors and doctors at various stages of their training.
How do they help? Whilst you may not see a Doctor every day, (or the same Doctor each time), the Medical team works closely with the Nursing team to ensure any symptoms you may be experiencing are dealt with quickly, as well as explaining the benefits and side effects of any medicines you are taking, including any new medicines you may need.
Our Medical team’s routine working hours are Monday - Friday 9am to 5pm and an on-call medical service operates out of hours.
Our doctors and Patient and Family Support team do not wear uniforms, but will always wear their Trinity badges.
Patient and Family Support team (PAFS)
The team is trained to understand and address the emotional, psychological and spiritual impact of the experiences you or your family maybe going through. We have trained counsellors, social workers, spiritual care and welfare benefits advisors, bereavement support and help for families and children. A member of the team will make themselves known to you shortly after your arrival and explain the support available.
How do they help? Helping you find the right person to talk to if you are concerned about practical, financial, emotional or spiritual issues. Examples could be the effects of your illness and treatment, difficulties with your home, work or social life and planning for the future.
Support is also available to your family and children through this team. For more information, see page 23.
Therapies team
Our Therapies team is made up of Physiotherapy, Occupational Therapy, Complementary Therapy and Dietetics, and can help you to manage your symptoms and your mobility, see page 27.
How do they help? Support to manage the difficult symptoms your illness may be causing such as pain, breathlessness, or fatigue. They can also advise on activities or equipment that may be helpful to maintain physical independence.
Facilities, Maintenance and Housekeeping teams
We have a large team of cleaners, porters, facilities, caterers and laundry team who work across all areas of Trinity.
How do they help? Maintaining our building and grounds safety, security and cleanliness. Our Catering team prepares all meals on-site each day using fresh ingredients for a range of diets.
Volunteers
Our volunteers’ time and commitment helps us run our services and deliver on our charitable aims.
How do they help? Volunteers can be found in all kinds of roles on site, helping in our Cafe, Common Cause, the garden, and the inpatient unit.
Other staff you may see
You may see other members of staff on our wards such as members of our Pharmacy team, students on placement, ward administrators or non-clinical staff. All Trinity staff are identifiable by their badge and all contribute to the smooth running of the hospice.
Your wishes for the future
For some people, talking about difficult decisions may be something they never feel ready to do. Being at the hospice may prompt new thinking about planning for your future, your health wishes and arrangements for your own death.
At Trinity our non-judgemental staff are here to listen and talk with you about your individual wishes for the future and the ways we can support you.
While many patients come into Trinity’s inpatient unit for a short stay before returning home, some people choose to come into Trinity to die. The Patient and Family Support team is available to visit you no matter the nature of your stay and they make regular visits to see patients.
Should you or your family be concerned about a dignified and culturally appropriate funeral and burial or cremation process, or when time may be a consideration, the hospice can help facilitate a swift burial or cremation according to your religious and cultural wishes.
Useful leaflets you may want to access when making decisions about your future care:
Advance decision to refuse treatment
Cardiopulmonary Resuscitation (CPR)
Corneal and tissue donation
Lasting Power of Attorney
Making a will (If you require help writing or amending your will, we can arrange this for you for free).
Next of kin
What matters to me: my wishes for my future care
Corneal and tissue donation
Have you thought about organ or tissue donation?
Donation of organs and tissue such as cornea can transform the lives of other people. Most people are not able to donate solid organs. However nearly all those who die from advanced illnesses, including cancer, can donate cornea or other tissues. A single cornea donation can restore sight to several people.
If you would like to know more, please talk to a member of clinical staff or ask for our leaflet titled ‘Corneal and tissue donation’
You can always speak to a Doctor or our Spiritual Care Lead if you have religious or ethical concerns related to donating which you would like to discuss.
Your voice matters
Tell us how we are doing
We want to give you the best possible care during your time with us. If we are doing something partiularly well or not well enough, we want to know about it.
Take three
Take Three is our short feedback form which you can fill in (anonymously, if you like) online, by scanning the QR code here.
We look at submissions to Take Three very regularly and we see this as a “temperature check” of how we are doing, and aim to respond quickly to address all feedback, where we can.
Compliments, concerns and complaints
If you have any concerns or are unhappy about your care, we encourage you to first talk informally to one of our Ward Managers or to the Head of Inpatient Services. Please do not feel uncomfortable about sharing feedback - it is how we learn and improve.
If you feel you would like to raise a concern or complaint formally, please ask one of our nurses for our leaflet ‘What to do if you are unhappy with our service: concerns and complaints.’ which outlines our complaints process.
Copies can also be found in the leaflet holders around the hospice or on our website (search: complaints).
You can also write to or email our Chief Executive directly:
Contact our Chief Executive Emily Carter: Email ecarter@royaltrinityhospice.london
Write to:
30 Clapham Common North Side, London, SW4 0RN
Whether you choose to write or email, you can ask for any messages of thanks or recognition to be forwarded to a particular team or member of staff if you would like.
Sharing your story
Patients and their friends and families often want to ‘give back’ to Trinity or ask for information about how they can do this.
Working with our Communications team to share your experiences of our care to create a sensitively written or filmed account and/or photographs can be hugely helpful in raising awareness about our care and our charity to the wider community.
Telling stories helps us tell the communities we support more about who we are and why we are here. If you would like to talk to a member of our Communications team please ask the Nursing team to put you in touch.
Your personal information, privacy, safety, and security
Members of your Trinity care team may need to share your information with other organisations such as your GP, community nursing or healthcare provider, to provide you with effective care. We will ask for your consent to do this, and you have the right to ask us not to. If you choose to ask us not to, we will talk to you about the implications this may have for your care.
We will not routinely disclose any information about you without your express permission. However, there are circumstances where we must or can share information about you owing to a legal/statutory obligation. For further information on how we store your data and our privacy policy, please refer to the information displayed in each ward, or you can request to see a copy of our leaflet: ‘How we use your personal information.’
Trinity has two Caldicott Guardians who are responsible for keeping confidential information safe. Medical Director Dr Samantha Lund can be contacted on 020 7787 1000 or via email: slund@royaltrinityhospice.london
Communication
It is very important to us that you are as informed as you want to be about what is happening to you including plans for care and treatment.
Please ask any member of staff if you have questions and if they do not know the answer they will find somebody who does.
We are also happy to communicate with your family and friends and we will ask you if you are happy for us to share information about your care with different individuals. If you have any concerns about what might be shared please mention this to any member of the clinical team (nursing or medical) looking after you. You can ask that no information is shared and your wishes will be respected.
To help us to communicate in a timely and efficient way we may ask to have one contact for family and friends and if we feel that a family meeting may be helpful for any reason we will ask you and your family to meet at a time that is convenient for everyone.
Dr Samantha Lund Medical Director and Caldicott Guardian
We need to raise £13m a year to support our free care
About your hospice
Royal Trinity Hospice is the oldest hospice in the country, providing specialist palliative and end of life care to around 2,500 patients and their families each year. We are the local hospice for central and south west London, supporting people from all of Wandsworth and parts of Westminster, Hammersmith & Fulham, Kensington & Chelsea, Merton, Lambeth and Richmond upon Thames. We care for people wherever they call home, and at the hospice here at our main site on the edge of Clapham Common.
Find out more about Royal Trinity Hospice at www.royaltrinityhospice.london
Ways to support Trinity
We are a charity
Here at Trinity, all of our services are provided completely free of charge. We receive a small amount of funding from the NHS, however, we have to raise £13m each year to keep our doors open. And, as the demand for our care grows, so does the amount we need to raise.
It is only through the support of those closest to us that we can continue to provide our first-class palliative care. If you would like to support Trinity, below are a few ways you can help:
Make a donation – every donation helps us keep our care free for all those who need us.
Leave a gift in your Will – support Trinity with a legacy gift.
Private health insurance donation – if you have private health insurance, your insurers may be able to donate towards the cost of your care.
If you have any questions about supporting Trinity, our Fundraising team is here to help. Just ask a member of staff if you’d like to speak with one of our fundraisers.
Shop sustainably with us
Trinity has a network of over 20 charity shops which you can donate unwanted secondhand items of clothing and gifts to, or you can encourage friends and family to shop with us. There is a donation point outside the front door of the hospice which your visitors may wish to use.
Leaving a gift in your Will
Every year, thousands of people turn to Trinity for expert, compassionate care at the end of life. Remarkably, one in four of our patients is cared for thanks to the kindness of people who left a gift in their Will.
These special gifts help ensure that, even in the most difficult moments, no one is left without comfort, dignity and expert care. Gifts in Wills touch lives when it matters most.
Why your support means so much
To keep our services running both here at the hospice and in the community, we rely heavily on fundraising and donations. The support we receive from the NHS covers only a portion of our costs, so we must raise over £13 million every year to continue providing the care our patients and their families deserve.
Gifts in Wills are one of the most powerful ways to help. They ensure we can continue to provide outstanding care to every patient and their loved ones today, tomorrow, and for years to come.
Looking ahead: the need is growing
As more people live longer with complex conditions, the demand for our care is rising. By 2030, we expect to be supporting 40% more patients than we do today. At the same time, the cost of delivering our care is increasing by around £1.5 million each year.
Leaving a gift is easier than you might think
Writing a Will is the best way to make sure your wishes are honoured, and your loved ones are looked after. It’s also a powerful way to support the causes that matter most to you.
We offer two free and accessible ways to write your Will: A partnership with Farewill, so you can write your Will online or over the phone for free.
Access to the National Free Wills Network, connecting you with local solicitors
No matter the size, a gift in your Will to Royal Trinity Hospice can make a lasting difference for generations to come.
We’re here if you’d like to talk
If you’d like more information or a confidential chat, please ask a member of the team to let the Fundraising team know, or you can contact Samantha Reid, Head of Legacy Fundraising, directly: sareid@royaltrinityhospice.london 07740 438528
Really useful information
Royal Trinity Hospice has a wealth of knowledge and expertise about palliative care and the support we can give to our patients and their families. We’ve taken some of the most common areas people want to know about and created a catalogue of useful free leaflets. These can be found in any of the leaflet holders on the ground floor and inpatient unit and are also available on our website at www.royaltrinityhospice.london/information
Please let us know if you require a translator to access any of the leaflets or if you would benefit from a copy of the leaflet in another format or in large print.
• Advance decision to refuse treatment
• Blood transfusion
• Cardiopulmonary Resuscitation (CPR)
• Corneal and tissue donation
• Do you have private health insurance?
• Fluids at the end of life
• Frequently asked questions about our care
• Helping you understand and cope with breathlessness
• How we use your personal information
• Improve your wellbeing with Complementary Therapy
• Lasting Power of Attorney
• Living Well and Outpatient Services
• Making a will
• Managing fatigue
• McKinley T34 syringe pump
• Mesothelioma and asbestos related diseases
• Morphine and other strong opiods for pain
• Next of kin
• Spiritual care
• Supporting you through a bereavement
• Talking to a child about a life-limiting illness
• Transfer of Care
• Understanding clostridium difficile
• Understanding MRSA
• What happens when a person is dying
• What matters to me: my wishes for my future care
• What to do if you are unhappy with our service: concerns and complaints
• Your own medication
Scan this QR code for leaflets online
Royal Trinity Hospice
30 Clapham Common North Side
London SW4 0RN
Call 020 7787 1000
Email enquiries@royaltrinityhospice.london
www.royaltrinityhospice.london
RoyalTrinityHospice
@royaltrinityhospice
If you would like this information in a different format, such as large print or translated into another language, please ask one of the Nursing team to contact the Communications team for you.
This patient information pack was updated in March 2026 by the Communications team, Trinity staff and the help of volunteer contributors. If you have any information, you feel should be included in later reprints or edits, please email CommsTeam@royaltrinityhospice.london
