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GOING TO HOSPITAL
Going to hospital
A guide for patients, carers and relatives
2
WELCOME
Contents
Welcome to NHS Lothian............................................................. 1
Our promise to you.................................................................. 2
Our hospitals........................................................................... 3
Community hospitals and treatment centres............................ 3
Before you come to hospital.................................................... 4
Additional support needs......................................................... 4
Advocacy services................................................................... 5
Carers, friends and relatives..................................................... 5
Car parking discounts.............................................................. 5
Car parking for people with Blue Badges................................. 5
Car parking and public transport............................................. 6
Keeping your appointment....................................................... 6
Waiting times........................................................................... 6
Refreshments.......................................................................... 6
Outpatient information............................................................... 7
Arriving at the clinic.................................................................. 7
Waiting to be seen................................................................... 7
Seeing the doctor or other healthcare professional.................. 7
After your visit.......................................................................... 8
Inpatient information................................................................. 9
Arriving at the ward.................................................................. 9
Benefits when going into hospital............................................ 9
Communicating and understanding......................................... 9
Contact with carers, relatives and friends............................... 10
Medicines.............................................................................. 10
Money and valuables............................................................. 11
What else to bring with you................................................... 11
Your care team...................................................................... 11
On the ward............................................................................ 12
Leaving hospital..................................................................... 13
Moving on from hospital........................................................ 13
Visitors.................................................................................. 13
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Emergency and out of hours services......................................... 14
Accident and Emergency services......................................... 14
Minor Injuries Clinic................................................................ 14
General information................................................................. 15
Additional support needs....................................................... 15
Ambulances.......................................................................... 16
CHI number........................................................................... 16
Comments, compliments and suggestions .
– you said, we did.................................................................. 17
Complaints............................................................................ 17
Confidentiality and information about you.............................. 18
Deep Vein Thrombosis and Pulmonary Embolism.................. 20
Drugs and alcohol................................................................. 20
Fire precautions..................................................................... 20
Hospital Social Workers......................................................... 20
Infection control..................................................................... 21
Information Centres............................................................... 21
Library services...................................................................... 22
Living Wills and Advanced Statements.................................. 22
Making a difference............................................................... 22
Making a donation................................................................. 22
Mobile phones....................................................................... 23
Moving and lifting you safely.................................................. 23
NHS inform............................................................................ 23
Organ Donor Register............................................................ 23
Research............................................................................... 24
Smoking ban......................................................................... 25
Spiritual care.......................................................................... 25
Students................................................................................ 26
Travel expenses..................................................................... 26
Violence and aggression........................................................ 27
Volunteering in NHS Lothian.................................................. 27
Mental Welfare Commission for Scotland............................... 27
Patient Advice and Support Service (PASS)........................... 28
Scottish Public Services Ombudsman................................... 28
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Going to hospital
Welcome to NHS Lothian
Our promise to you
We understand that illness is worrying for patients, carers
and their families and it can affect family life, work and
social life. With this in mind we promise we will work with
you and your carer to provide and plan the best possible
care and treatment by:
Welcome to NHS Lothian
This booklet has been written by staff and patients
to help you prepare for your visit to hospital and to
help ease any worries that you may have. Wherever
you receive care, either in hospital or in the community,
we aim to make it of the highest possible standard.
This booklet provides:
• Information for people attending our clinics .
as outpatients
• Information for people staying one or more days .
or nights in a hospital bed, or attending for a .
short procedure
• General information which we hope will be helpful .
to all patients, carers, relatives and visitors
• Links to our website and other key websites which .
will provide more detailed information.
If you have any further questions, contact any member .
of our staff who will be happy to help you.
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• Recognising your needs and being fair to all no matter
your age, gender, race, ethnicity, religion and belief,
disability, sexual orientation or social circumstances
• Listening to, and trying to understand, your hopes and
fears, and those of your family and carers
• Sharing accurate, honest information with you about
what we do know and what we don’t know
• Helping you, wherever possible, to make informed
choices and shared decisions about what treatment
you agree to receive
• Making sure that information regarding your treatment
is explained and discussed fully with you and
encouraging you to ask questions if you are unsure
about any aspects of your care
• Making sure that you are physically comfortable and
free from pain, as far as is possible
• Helping you manage your illness or condition
• Providing information for you and your family about .
how to help with your recovery, especially when .
you return home
• Expecting you to treat our staff with the same
consideration and respect we give to you
• Involving you as an equal partner at all times.
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Going to hospital
Welcome to NHS Lothian
Our hospitals
Hospitals in NHS Lothian are listed below with the main
switchboard number. However, as we receive many calls,
please contact the ward and clinic using the direct number
on your hospital letter or appointment card.
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Royal Infirmary of Edinburgh – 0131 536 1000
Western General Hospital – 0131 537 1000
Royal Victoria Hospital – 0131 537 1000
St John’s Hospital – 01506 523 000
Liberton Hospital – 0131 536 7800
Princess Alexandra Eye Pavilion – 0131 536 1000
The Lauriston Building – 0131 536 1000
Royal Hospital for Sick Children – 0131 536 0000
Royal Edinburgh and Associated Services .
– 0131 537 6000
Community hospitals and treatment centres
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Astley Ainslie Hospital, Edinburgh – 0131 537 9000
Belhaven Hospital, Dunbar – 01368 862 246
Chalmers Sexual Health Centre – 0131 536 1070
Corstorphine Hospital, Edinburgh – 0131 459 7200
Edenhall Hospital, Musselburgh – 0131 536 8000
Edington Cottage Hospital, North Berwick .
– 01620 897 040
Ellen’s Glen House, Edinburgh – 0131 664 8542
Ferryfield House, Edinburgh – 0131 537 6246 or .
315 3517
Findlay House, Edinburgh – 0131 454 2200
Herdmanflat Hospital, Haddington – 0131 536 8300
Leith Community Treatment Centre – 0131 536 6225
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• Maple Villa, Craigshill – 01506 777 622
• Midlothian Community Hospital – Bonnyrigg .
0131 454 1001
• Roodlands Hospital, Haddington – 0131 536 8300
• St Michaels Hospital, Linlithgow – 01506 842 053
• Tippethill Hospital, Armadale – 01501 745 917
Before you come to hospital
You and your peace of mind are important to us,
so think carefully about what you want to tell and ask the
doctor or healthcare staff you are seeing. You might find it
helpful to write your thoughts down on paper and bring
your notes with you. You may also find it helpful to bring
someone with you to take notes or help you remember
what you want to say. It’s okay to ask, so please prepare
questions before your appointment. Don’t be afraid to ask
if you don’t understand something. We want you to play
an active part in your care and treatment.
Additional support needs
You may have additional support needs such as:
• Difficulty with communication or sensory impairment
• English is not your first language and you need .
an interpreter
• Mobility issues or difficulty with travelling
• Special equipment
• Special diet
• Specific religious or cultural requirements.
If so, please contact the staff on the clinic or ward .
before your visit or stay so that we can make any
necessary arrangements.
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Going to hospital
Welcome to NHS Lothian
Advocacy services
Car parking and public transport
You may require the services of an advocate to help .
you get information, understand the options open to you
and make your views and wishes known. A variety of
advocacy services are provided throughout Lothian and
these can be found in the NHS inform services directory at
www.nhsinform.co.uk or call 0800 22 44 88 (8am-10pm).
Car parking spaces are limited at some of the hospitals.
Please use public transport if possible, or arrange to be
dropped off at the hospital in a drop off zone. Please do
not park in any of the drop off zones.
Carers, friends and relatives
You are welcome to bring a carer, relative or friend to .
the hospital with you. If you would like them to be with .
you during the consultation please let the Nurse in Charge
at the clinic know. If you are a carer who provides unpaid
care to family, partners or friends and want to find .
out about carers organisations in your area contact .
www.nhsinform.co.uk or call 0800 22 44 88 (8am-10pm).
Car parking discounts
Parking is free at most hospitals, apart from the Royal
Infirmary of Edinburgh (RIE). There may be occasions
when patients and relatives attending the RIE more
frequently are able to receive discounts. For more details
contact the Nurse in Charge or the Department Manager.
Car parking for people with Blue Badges
There are accessible parking spaces in front of hospital
and community centre buildings or as close to them as
possible. You cannot park in these spaces unless you
have a blue badge.
For public transport information contact Traveline Scotland
on 0871 200 2233 or go to www.traveline.info
Keeping your appointment
A missed appointment is a wasted appointment. If you
have accepted an appointment, make sure you can keep
it. If the appointment is not suitable or you cannot keep it,
please change it by contacting the number on your
appointment letter. If you do not turn up for your appointment
we will let you and your GP know. You will then have to
assess if you still need to go to hospital. If you do need
another appointment your total waiting time will be longer
because you did not go to your first appointment.
Waiting times
We have a responsibility to present the best possible
options that are available to ensure that you can be seen
within your waiting time guarantee. This may mean that
you will be offered an appointment for treatment at a
hospital that is not the one that is closest to where you live
and may be at a hospital outside NHS Lothian, for example
at the Golden Jubilee National Hospital at Clydebank.
Refreshments
Drinks and food are available to purchase within most .
of our hospitals.
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Going to hospital
Outpatient information
Outpatient information
Arriving at the clinic
Our staff or volunteers at hospital main reception areas will
be able to direct you to your outpatient clinic. When you
arrive at the clinic, the receptionist will welcome you, check
any necessary details and direct you to the waiting area.
Waiting to be seen
We will try our best to make sure that you are seen at your
appointment time. However, staff may be delayed or called
away because of emergencies elsewhere in the hospital.
Clinics can also fall behind schedule if there are patients
who need more time than expected. Our nursing staff will
tell you why there is a delay and give you an indication of
how long it might be, if they can.
Depending on the clinic and the reason for your appointment,
you may be seen by a nurse first, who will carry out tests
such as checking your blood pressure. You may also have
blood tests or x-rays and may have to wait for the results
before you are seen.
Seeing the doctor or other healthcare professional
Remember to tell the person you are seeing if you are
going to any other clinic or receiving any other treatment.
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The team caring for you is usually led by a consultant, a
senior specialist doctor. They are supported by a range of
other doctors and healthcare professionals, such as
nurses, occupational therapists, physiotherapists, dietitians
and speech and language therapists. The person you see
will discuss any results with you, explain what happens
next and answer any questions you may have. If you are
still not sure about something please ask again or ask the
Nurse in Charge for more information. It’s okay to ask.
It is very important that you understand why you are being
examined, and the medicines, treatment or operations that
are proposed. Staff are happy to answer all your questions.
How long your visit lasts will depend on your treatment.
You may need to have some tests, such as x-rays, which
could mean visiting another department. Or you may be
referred to other professionals at the clinic, such as a
physiotherapist or dietitian.
After your visit
If staff need to see you again, another appointment will .
be made for you. Many patients do not need another
appointment and can be referred back to their GP for any
further treatment. If you need to be admitted into hospital
for more treatment as an inpatient or for day surgery, you
should be told when this is likely to happen.
After your visit we will send a full report to your GP giving
details of any more treatment or tests you may need. .
Your GP should receive this information within two weeks
of your visit. However, it may take longer if you have had
complicated treatment or tests.
If your treatment is to start immediately, the clinic may give
you a letter to take to your GP, or staff may contact your
GP directly.
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GOING TO HOSPITAL
Inpatient information
If you need additional support or help, including interpretation
or British Sign Language services, please tell the ward staff.
If children under the age of 16 are thought to be capable
of making an informed decision, they are entitled to give .
or refuse permission for certain treatments, tests or
operations under the Age of Capacity (Scotland) Act 1991.
Further information is available from www.sclc.org.uk
or call 0800 328 8970
Inpatient information
Contact with carers, relatives and friends
Arriving at the ward
When you arrive on the ward a nurse will welcome you
and take you to your bed. The nurse will ask you for
information, which will help us to make sure we
understand your needs – we call this your care plan.
We will ask you for the name and phone number of a carer,
family member or friend whom we can contact for you, .
if necessary, so please bring those details with you. .
Family and friends may want to enquire after you whilst .
in hospital and it is best if just one person could phone .
for all of your family and friends.
Benefits when going into hospital
Medicines
Going into hospital may affect any benefits you receive, .
if you stay in hospital for four weeks or more. If you require
a medical certificate, ask the Nurse in Charge and send
this to your employer or local benefits agency within three
days of going into hospital. Please inform the benefits
agency or ask someone to contact them for any other advice.
If you are currently taking any medicines, please bring
them all with you. If you have a card with details of any
current treatment, such as a steroid or warfarin card,
please bring it with you to show the Nurse in Charge.
Communicating and understanding
Good communication is important as you need to
understand what is happening to you at all times. It is
important that you understand any tests or treatment you
need, so that you can give your permission for these to
take place. You have a right to understand what your care
involves. We will explain any tests or treatment you need
and may ask you to sign a consent form.
If you have questions about your treatment, a member .
of staff will be happy to answer them. It’s okay to ask.
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Your medicines may be kept in a special locker at the side
of your bed or in the drug trolley. Bringing your own medicines
means they are not wasted and that you keep taking what
you are used to.
If you are given new medicine or dressings, you will .
usually get at least a seven-day supply from the hospital
pharmacy on your discharge, so you will not need to visit
your GP immediately.
It could be dangerous for you to take any medicines that
visitors might bring you. Always tell the Nurse in Charge .
if medicines are brought to you during your stay.
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Going to hospital
Inpatient information
Money and valuables
Please leave valuables at home and only bring a small
amount of money into hospital with you to cover day-to-day
needs such as newspapers or phone calls. We cannot be
held responsible for any valuables you bring into hospital
that are not handed in for safekeeping.
What else to bring with you
Storage space is limited, so please just bring the basics,
such as night clothes, dressing gown and slippers, soap,
toothbrush, toothpaste, comb or hairbrush, deodorant,
and shaving kit. There are shaving points on each ward
and adaptor plugs available. For safety reasons we must
check all electrical equipment brought into hospital before
you can use it. Please inform ward staff to arrange this.
If you are able to wear day clothes during your stay, ward
staff will let you know. Laundry services are not available
and we ask members of the family or a friend to take
home clothes that need to be washed.
Your care team
The team caring for you is led by a consultant, a specialist
doctor. They are supported by other doctors, nurses .
and health care professionals, such as occupational .
therapists, physiotherapists, dietitians, and speech and
language therapists.
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On the ward
Ward routine is designed to help care for patients in the
best way possible and for smooth running of services. .
It includes things such as timing of ward rounds, meal
times, bathing facilities and visiting hours. If you are not
told about ward routines when you arrive, please ask.
Mail is delivered to your ward from Monday to Saturday
and letters are collected regularly for posting.
Meals of breakfast, lunch and supper are provided each
day for patients on wards. Meal times vary at different
hospitals. We will ask you to choose what you would like
to eat. If you have special dietary needs or simply do not
like the choice on the menu, please let the nurse know. .
If you need help with eating or to reach a drink please .
tell us. We have a catering booklet which gives more
information; please ask the Nurse in Charge for a copy.
Radio and televisions are available on most wards. In some
hospitals, a screen called Hospedia is available at each
bed. This has a phone line, access to the Internet, e-mail,
games, television and radio. There is a charge for some of
these services. To reduce disruption to other patients you
can only use personal sound systems with headphones.
Hospital Radios broadcast in all of our hospitals.
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Going to hospital
On the ward
Leaving hospital
You may already have an expected date of discharge from
when you attended the pre-admission clinic. If not, you
should receive one within 24 hours of admission. We will
involve you and your carer in the discussions and plans for
your discharge, taking account of any care needs you may
have once you leave hospital. This important date and the
plans will be reviewed daily. You may be discharged in the
morning and asked to wait in the discharge lounge until
you have your medicines and discharge letter and to allow
you to make transport arrangements to take you home. .
A letter will also be sent to your GP confirming details of
your admission and discharge.
Moving on from hospital
If you are unable to return home after your hospital
treatment is completed, you may have to consider
alternatives such as sheltered accommodation or a care
home. This is a major change in anyone’s life and we offer
help and support throughout the process. For further
information about this please speak to a member of staff .
on the ward.
Visitors
Visitors are very welcome. Visiting times vary and ward
staff can tell you what the arrangements are. If visiting
times are a problem because of personal circumstances .
or travel difficulties, the Nurse in Charge can agree other
arrangements. Please do not visit if you have a cold
or if you are feeling unwell. Animals are not allowed in
hospital, apart from guide dogs, other support animals or
registered therapeutic pets.
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Emergency and Out
of Hours Services
Accident and Emergency services
Accident and Emergency (A&E) teams at the Royal
Infirmary of Edinburgh, St John’s Hospital, and the Royal
Hospital for Sick Children treat patients with serious
illnesses or injuries. You should not go to A&E just
because your GP cannot see you as soon as you would
like or because your GP surgery or health centre is closed.
NHS Lothian’s Out of Hours Service provides treatment
and advice at nights, weekends and public holidays, including
access to doctors out of hours. You can access Lothian’s
Out of Hours Service through NHS 24 on 08454 24 24 24.
If you think you need an emergency ambulance call 999.
Minor Injuries Clinic
The Minor Injuries Clinic at the Western General Hospital,
Edinburgh, treats a wide range of injuries, including minor
cuts, wound infections and stings, minor burns, suspected
sprains and small bone breaks. Staff treat adults and children
over one year old. This walk-in service is open from 8am
– 9pm every day of the year. Phone 0131 537 1330/ 1331.
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Going to hospital
General information
If you have hearing difficulties, you can use the text phone
number to contact the main switchboards. Portable text
phones are available in the departments of audiology and
paediatric audiology; ward staff can provide these for you.
If you or a visitor has specific additional support needs,
please contact the department you are going to by phoning
the number printed on your appointment card or letter.
Ambulances
General information
Additional support needs
We do our best to meet the needs of people with additional
support needs.
Professional interpreting and translating services are
available. Please inform staff of your language requirements,
either before you come to hospital or when you are in hospital.
Our learning disabilities liaison nursing service aims to
promote access to all hospital services for people with
learning disabilities. For further information, advice or
support please contact the service before coming to
hospital or as soon as possible after arrival.
Ambulance transport is only available for medical reasons.
If you need non-emergency patient transport for a hospital
appointment please contact our ambulance booking line
on 0131 447 0434, Monday to Friday, 9.30am – 4.30pm.
You will be asked a few questions to see if you are eligible
for patient transport and to ensure that the correct
transport is booked.
Please contact the ambulance booking line as soon as
possible after you receive your appointment time. GPs do
not arrange ambulance transport. Relatives and carers will
only be allowed in the ambulance if there is a medical need.
CHI number
• For the Royal Infirmary and Western General .
Phone 0131 537 4220
• For St John’s or the Royal Hospital for Sick Children
Phone 01506 433 386
Every patient registered with a GP in Scotland has a
unique Community Health Index (CHI) number. Using .
the CHI number means that we can accurately identify
patients at every stage of their care – no matter who is
treating them or where they are being treated.
Pay phones are placed so that wheelchair users can
access them. Wards and departments have pay phones
adapted for use by people wearing hearing aids. Reception
desks are fitted with equipment to allow people with
hearing loss to have clear conversations with our staff.
The CHI number is used on your wrist band, all clinical
communications, including patient appointment, referral
and clinic letters. Please make a note of your CHI number
so that you can quote the number if asked for it by .
NHS staff.
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Going to hospital
General information
Comments, compliments and suggestions
– you said, we did
We welcome all forms of feedback about our staff and
services. Your compliments and concerns help us to .
make improvements on the services we provide. We also
carry out patient surveys and you may be asked to
complete one of these.
You can tell us what you think by:
• speaking to a member of staff
• filling in comments cards or books, or suggestion .
boxes which are available in some areas
• using the tear off slip in this booklet and sending it.
directly to NHS Lothian or going to our website and
click on “your rights” at www.nhslothian.scot.nhs.uk
Complaints
If you are unhappy about something it is best to get it
sorted out as soon as possible. Please contact the Nurse
in Charge or Department Manager on the ward or in the
clinic, or if you prefer please call the central complaints team.
If you wish to raise a formal complaint or provide feedback
to NHS Lothian the complaints team will be happy to help
you. They can be contacted by telephone on 0131 536 3370;
by email at [email protected]
or by writing to Complaints Department, Waverley Gate,
2-4 Waterloo Place, Edinburgh EH1 3EG. An information
leaflet is available on How to Make a Complaint from
Health Rights Information Scotland on www.hris.org.uk
call 0141 226 5261 or www.nhslothian.scot.uk.
For independent advice and support see page 28.
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Confidentiality and information about you
As part of your care, NHS Lothian needs to record .
details of your medical history, personal life and treatment.
Our staff need this information to care for you properly.
They will share relevant information with other NHS staff
involved in your care as this makes caring for you safer,
easier and faster. This information may be kept in paper .
or computerised systems.
When your information is held on computer it is easier for
NHS staff looking after you to get information about you
quickly so that you can be given the best possible care.
The NHS Lothian Caldicott Guardian oversees how we use
information and enforce patients’ rights to confidentiality.
All NHS staff must work to a strict code of confidentiality.
Your information will not be available to, or shared with,
NHS staff or students who are not looking after you
directly and do not need to know it. This is known as the
‘need to know’ principle. It forms part of all healthcare
professionals’ code of confidentiality.
As well as direct patient care, the NHS uses information .
for a wide range of other reasons. Using information in .
this way is extremely valuable and can improve healthcare
for everybody. We may use it to protect the health of the
general public, check that we run our services safely and
effectively, plan health services for the future and for teaching
and training. We will either ask your permission to do this
or remove information that can identify you personally
when we do this.
We may use some of your personal health information .
for research. This is when healthcare staff use information
to help them find the causes of disease, the effects of
treatment and for planning new treatments. It may include
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Going to hospital
General information
checking your care against best practice through
evaluations or audits on how well the service and treatment
you received achieved its objectives. In most circumstances
we use information that does not identify individuals. If this
research involves you personally, you may be asked for
your consent to be contacted or to participate.
It may be necessary to share information between a range
of agencies and local authority departments, such as
social work. If you agree, nominated individuals can also
be kept up to date with the progress of your treatment.
Sometimes we have a legal duty to provide information
about your health, for example, to report births and certain
infectious diseases.
You have the right to know how your personal health
information is used and you can ask a member of staff
providing your care.
If you wish to view or receive a copy of your health records,
please contact the Health Records Department in the
hospital you attended, or our Legal Services Manager .
on 0131 242 3042. They will explain how to access your
records and answer any queries you may have once you
have read your health records. If you think any of the
information in the record is wrong, incomplete or out of
date, you can ask to have the record reviewed.
You have the right to object to how we use certain
information about you. You can ask us to change or
restrict the way we use your information and will comply
with your wishes if possible. For further information on .
any of the details above contact 0131 465 5444 to
speak with the Information Governance Manager. .
You can access leaflets on www.nhsinform.co.uk
or call 0800 22 44 88 (8am-10pm).
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Deep Vein Thrombosis and
Pulmonary Embolism
All patients having an operation are at risk of having a
blood clot, called a deep vein thrombosis (DVT) or
pulmonary embolism (PE). All possible precautions are
taken in the hospital to stop this happening but patients
can help too by stopping or reducing smoking, losing
weight if overweight or obese, and keeping as fit and
active as possible before coming into hospital.
Drugs and alcohol
Consuming alcohol or illegal drugs in hospital is forbidden.
Please do not bring either into the hospital. If you do bring
illegal drugs, we will report you to the police. Any patient or
visitor found to be under the influence of drugs or alcohol
may be asked to leave the premises, if necessary by
involving the police.
Fire precautions
In the event of a fire alert, an alarm will sound continuously
in the fire zone and intermittently in nearby zones. Please
follow instructions given by hospital staff, who are regularly
trained in fire and evacuation procedures.
Hospital Social Workers
You and your relatives or carers may like to speak
confidentially with one of the hospital Social Workers who
are trained to help you with many of the practical or
personal problems you may have as a result of your illness
or your stay in hospital. The Nurse in Charge will be happy
to make a referral on your behalf.
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Going to hospital
General information
Infection control
Library services
We are doing our best to reduce the spread of Healthcare
Associated Infection (HAI), such as MRSA (Meticillin
Resistant Staphylococcus Aureus) and you can help us
with this. Infection can be spread from one person to
another by hand contact, so washing your hands thoroughly
is one of the best ways to prevent spread. We provide
hand gel at hospital ward entrances for staff, patients .
and visitors. You can also help by:
Many of our hospitals have patient libraries, which stock .
a wide variety of fiction and non-fiction books and audio
books. A library trolley service visits wards on certain
weekdays. Items such as magnifiers may be borrowed on
request. Please ask a member of staff for more details of
library services.
• Washing your hands
• Ask everyone who touches you to clean their hands!
• Not visiting someone in hospital if you have a cold or
are feeling unwell – especially if you have diarrhoea
• When visiting, don’t sit on the patient’s bed. Keep the
number of visitors to a minimum at any one time
• Never touch dressing, drips or other equipment around
the bed.
There are information leaflets regarding specific types of
infections and hand hygiene available at the information
centres or on the wards. www.nhslothian.scot.nhs.uk
Information Centres
Information Centres are situated within the Royal Infirmary
of Edinburgh, the Royal Edinburgh Hospital, St John’s
Hospital and the Western General Hospital. Further copies
of this booklet and all information leaflets referred to within
this booklet are available from these centres. They will .
also be able to provide you with contact details of local
groups and services. If you are unable to access any .
of the information in this booklet please contact us on
0131 242 7660.
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Living Wills and Advanced Statements
If you have a living will or advanced statement, please .
tell your consultant or Nurse in Charge. Make sure your
doctor knows what it says and ask for a copy to be added
to your hospital notes. Also inform any other doctor who .
is treating you.
Making a difference
Across NHS Lothian, there are opportunities for patients
and the public to help further improve how we plan .
our care and services. For information on how to get
involved, participate or volunteer click on “get involved” .
at www.nhslothian.scot.nhs.uk
Making a donation
Donations to NHS hospitals in Lothian are welcomed .
to the Edinburgh & Lothians Health Foundation. .
This is a registered charity (SC007342) and separate .
from government funding. While donations to specific
areas and ward funds are greatly appreciated, it is the
unrestricted gifts that allow the Foundation to support
those areas of the hospitals and local community health
programmes that need it most. If you would like more
information on how to gift or donate, please click on .
“get involved” at www.nhslothian.scot.nhs.uk
22
Going to hospital
General information
Mobile phones
Research
Mobile phones may be used in some areas of our buildings,
if the department manager agrees. Mobile phones must
be used with consideration for others and should be set .
to vibrate mode. Patients and relatives are advised to .
use mobile phones outside clinical areas. For reasons of
patient confidentiality, cameras and camera facilities on
mobile phones must not be used in patient areas unless
with special permission in areas such as maternity.
Research is essential for healthcare developments. Our staff
are often involved in research projects that have been
approved by the Lothian Ethics Committee.
Moving and lifting you safely
To keep you comfortable and safe if you need help to
move, staff may need to use special patient-handling
equipment. This is because the law says our staff cannot
be put at risk lifting patients.
NHS inform
NHS inform is a national health information service, providing
access to quality assured information on illnesses, conditions,
local services and support groups in Scotland. If you
require information on any health issues or support
services visit www.nhsinform.co.uk or call 0800 22 44 88
(8am – 10pm)
Organ Donor Register
Organ donation depends entirely on the generosity of donors
and their families who are willing to make this life-saving
gift to others. Joining the register will only take a few
minutes of your time. For more information and to join .
the register phone 0300 123 23 23 or visit
www.uktransplant.org.uk
23
If NHS Lothian takes part in a study for research purposes,
we may pass anonymised information from your medical
records to the co-ordinating researchers. If this is the case,
in accordance with the Data Protection Act 1998, this
information will not be linked back to you in any way. .
It will only be used for research which has been approved .
by the Ethics Committee. We may also write to ask
whether you would be willing to help with some research.
You have the right to refuse to be included in research
studies. If you wish to refuse permission then please
contact the Director of Public Health on 0131 465 5817.
We will respect your decision and your treatment will not
be affected.
We may ask you if we can include details of your case .
in a particular project, which our staff will explain to you. .
If you agree to take part in a research project, we will ask
you to sign a consent form. We will keep your details
strictly confidential.
Researchers are often looking for volunteers to take part .
in a whole range of clinical studies, not all involving patients
who are actually in hospital. If – as a patient, relative, carer
or a friend – you want to volunteer for future studies,
please register your name with us by phoning the Clinical
Research Facility on 0131 537 2591.
24
Going to hospital
General information
Smoking ban
Smoking is not allowed in our buildings or grounds.
The ban on smoking in public places makes it illegal to
smoke in any public place that is fully or substantially
enclosed. This includes NHS buildings and areas on NHS
property, such as covered walkways and doorway entrances.
Anyone found smoking in an area covered by the
ban faces a £50 fine.
If you need help to stop smoking, free advice is available
from SMOKELINE – 0800 84 84 84 or from your local
Pharmacist or GP. For details of stop smoking support,
visit www.nhslothian.scot.nhs.uk and click on the
“stop smoking” section of the home page or visit .
www.nhsinform.co.uk
Spiritual care
Hospital chaplains are available 24 hours a day to offer
experienced, confidential and non-judgmental listening
support to patients, carers, visitors and staff. They are
open to people’s beliefs and life situations, whatever they
may be. They are also keen to help ensure that the faith
practices and personal beliefs of people are respected.
You can choose to receive or not to receive spiritual,
religious and pastoral support. To respect your own
freedom and life choices, you will not automatically be
visited. However, if you feel at any time during your stay
that the support described here could be helpful, please
ask a member of staff to arrange a visit with one of our
hospital chaplains.
If you want to be visited by a representative of your own
church or faith community, the hospital chaplains can
make arrangements for you. Please tell ward staff if you
would like to see or contact a chaplain for any reason,
25
including support for private faith practice and details .
of opportunities for worship.
All our hospitals have a sanctuary or chapel, which are
open to all people, whatever faith or philosophy of life .
they may hold. They are provided for your prayer, private
reflection, or simply as quiet places to take some personal
time out away from busy wards and clinics.
Students
Teaching hospitals such as the Royal Infirmary of
Edinburgh, St John’s, the Western General and the Royal
Hospital for Sick Children help to train students from all
healthcare professions, including medicine. We have close
links with the University of Edinburgh, Edinburgh Napier
University and other training institutions.
This means that the staff caring for you may include a
small number of students. We will ask you if you agree to
students being present during your care or playing a part
in caring for you. By agreeing to this, you will be helping us
train future healthcare professionals. But you have the right
to refuse. If you do refuse, we will respect your decision
and your treatment will not be affected.
Travel expenses
You may be eligible for travel costs to and from hospital .
if you are receiving certain social security benefits or are .
on a low income (HC2 certificate). You can contact your
local benefits agency to find out if you are eligible at .
www.dwp.gov.uk
Please keep all travel tickets as proof of your journey by
public transport, as we cannot refund your fares without
them (we do not normally refund taxi fares). You should
bring details of any benefits you receive when you come to
the hospital. The nurse in charge will give you a certificate
26
Going to hospital
General information
of attendance and give you more advice if necessary. .
We do not pay travel expenses for anyone who goes to
hospital with you, unless your doctor had told us that you
need help.
Violence and aggression
Our staff have the right to work without fear of assault or
abuse. They are dedicated to providing patients with the
highest standards of care and expect to be treated politely
and with respect.
We will not tolerate any verbal or physical abuse against
staff, volunteers, patients or visitors. We will take
appropriate action in any situation where violent or
aggressive behaviour is shown towards people or property.
Volunteering in NHS Lothian
Volunteering support services operate across NHS Lothian.
Volunteers help patients and their families in many ways,
from being there at times of stress to helping in information
centres. Some of their activities also provide funds for
extra equipment, comforts and facilities that benefit patients
and their families. For more information on volunteering .
go to our website and click on “get involved” at .
www.nhslothian.scot.nhs.uk
Patient Advice and Support Service (PASS)
Available to provide independent advice and support to
people who wish to raise concerns or complaints and
promote awareness of patient rights and responsibilities.
Please contact the complaints team on 0131 536 3370
who will give you the contact details of the PASS service.
Scottish Public Services Ombudsman
The Scottish Public Services Ombudsman (SPSO)
provides an independent, impartial and free ‘one-stopshop’ for individuals making complaints about organisations
providing public services in Scotland. It normally considers
complaints only after they have been through the formal
complaints process of the organisation concerned. They do
not normally look at complaints more than 12 months after
you became aware of the matter you want to complain
about. The SPSO is at 4 Melville Street, Edinburgh EH3
7NS or write to Freepost EH641, Edinburgh EH3 8HX.
Phone 0800 377 7330 / Fax: 0800 377 7331 email
[email protected] or visit the website at www.spso.org.uk
.
.
Mental Welfare Commission for Scotland
This is an independent organisation working to safeguard
the rights and welfare of everyone with a mental illness,
learning disability or other mental disorder. The Free Phone
number (for service users and carers) is 0800 389 6809
or phone 0131 313 8777 / Fax: 0131 313 8778. Visit the
website at www.mwcscot.org.uk. Or write to Thistle
House, 91 Haymarket Terrace, Edinburgh EH12 5HE.
27
Lothian NHS Board oversees NHS healthcare services .
in Lothian. The Board is based at Waverley Gate, .
2-4 Waterloo Place, Edinburgh EH1 3EG. .
Telephone 0131 536 9000.
.
For more information on NHS Lothian, visit our website .
at www.nhslothian.scot.nhs.uk
28
To get this booklet in another language
or format, please phone 0131 242 7660 or
01506 523589. If you require further copies
of the booklet please phone 0131 242 7660.
NHS Lothian
Waverley Gate,
2 – 4 Waterloo Place
Edinburgh EH1 3EG
Tel: 0131 536 9000
www.nhslothian.scot.nhs.uk
Version 2
Printed January 2012
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