University HospitalsCoventry and Warwickshire

NHS Trust

Proud of our international reputation for outstanding care

Leading research to save lives worldwide

Home to some of the most advanced technology in the NHS

Care. Achieve. Innovate.

Language Identification

English Translation: Point to your language. An interpreter will be called.

Advocacy and languageservicesWe serve one of the most diverse populations in the UK in respect oflanguage, culture, religion and ethnicity, and we seek to reflect this in theprovison of our services. No form of discrimination is tolerated within ourhospitals, and we have policies and initiatives in place to respect, supportand promote awareness of the diverse needs of patients, staff and visitors.

If you have any specific needs or requirements please discuss these withthe staff on your arrival.

Sign languageBritish sign language interpreters can be provided. Please contact theHealth Information Centre to arrange this service.

Large printIf you would like this guide in large print, please ask amember of staff.

Contentspage

Welcome 1Our Mission and Values 2Making your stay comfortable 3 Infection Control 4What you will need while in hospital 5Your arrival on the ward 6Your Care 7On the ward 8 - 9Reasons to not smoke 10 - 11Visiting arrangements 13Participate in a clinical trial 14Your discharge from hospital 15 - 17A-Z of hospital staff 19 - 21Spiritual and religious care 22Health Information Centre 23Your comments and complaints 24 - 25Get involved 26Our volunteer programme 27UHCW Charity 28University Hospital

Hospital site map 29Car Parking 30 - 31Wards 33 - 35Shops and Facilities 36 - 38Services provided 39

Hospital of St CrossSite Map 40Car Parking 41 - 42Wards 43Shops and Facilities 44Services provided 45

Our website 46Patient Menus Pa

tient

Bed

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Welcome from the Chief Executive

Andrew HardyChief Executive Officer

I am delighted to welcome you to UniversityHospitals Coventry and Warwickshire NHS Trust.

We are one of the largest hospital Trusts in thecountry treating more than 500,000 patients eachyear and we have a proud reputation for patientcare, clinical teaching and innovation.

Our infection rates for hospital acquired infectionsare amongst the lowest there are, our hospitalsboast some of the most modern equipmentavailable anywhere in the NHS and we continue toattract internationally renowned specialists to workin our hospitals.

We look forward to meeting your healthcare needs and sincerely hope thatyou will be completely satisfied with your care whilst staying with us.Should you have any reason for concern or have any unansweredquestions relating to your care, please do not hesitate to ask a member ofyour ward staff who will be only too happy to help you.

I hope you find this guide useful and informative. You will find menus forpatient meals towards the back of this guide along with a questionnaire.

I would be grateful if you could spare a few moments to complete thequestionnaire to let me know if we have met your expectations. Ward staffhave extra copies should you need one.

Thank you for choosing University Hospitals Coventry and WarwickshireNHS Trust for your healthcare.

Best Wishes

Our Mission and ValuesOur Mission is to Care, Achieve and Innovate:

• Deliver the best care for our patients

• Achieve excellence in education and training

• Innovate through research and learning

Our mission statement is based on expected values and behaviours that arecontained within the NHS Constitution. These values are a vital part inbuilding a culture to work compassionately, efficiently and effectively. Thisbegins with our valued staff, and is for the benefit of all to deliver the bestservice for you.

We care and respect for allWe treat our patients and each other with courtesy, compassion, respectand dignity.

We achieve excellence through prideWe ensure our patients experience consistently safe and high quality care,while we demonstrate integrity in our actions including using time, moneyand resources wisely.

We have freedom to innovateWe lead innovation by collaborating with partners on cutting edgeresearch and supporting staff to be leaders in their field.

Deliver the best carefor our patients

Patient care is at the centre ofour work, and we will focus on continually improving thequality of patient care and

patients’ experience.

Achieve excellence ineducation and training

We will support and inspirefuture generations of

healthcare professionals by instilling a culture ofachievement, education,

training and development.

Innovate throughresearch and learning

Through continuous innovation, we will strive to

lead in improving patient care,driven by clinical leadership,championing research and

collaborating with our partners.

CARE ACHIEVE INNOVATE

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A Positive Patient ExperienceEnsuring our patients’ experience at our hospitals is as positive as possible isa key priority at University Hospitals Coventry and Warwickshire NHS Trust.

We have introduced a series of initiatives to help us to improve the way ourpatients are treated.

patients. If you are concernedregarding the accommodationplease inform the staff who will tryto provide you with an alternative.

Patients’ Dress CodeWe actively encourage patients todress in loose fitting casual clothesduring the day. This helps topreserve dignity for our patients andvisitors. This also helps patients toprepare for their discharge.

For Patients WithDementiaActivity boxes which contain itemssuch as a pack of cards, dominoesand crayons and ‘flash’ cards to helpstimulate the patients and toencourage conversation and activityboxes are available from ward staff.

Preventing fallsIn the hospital, people can be at ahigher risk of falling down. Illness,surgery and medicines can makeyou weaker than usual or can affectyour balance or judgement. Medicalequipment and an unfamiliarenvironment can make it difficult tomove about easily. All inpatients arescreened for their risk of falling andprevention plans are put in place.

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Protecting MealtimesWe operate protected mealtimes inall of our adult wards. At set timesthroughout the day, all non-urgentclinical activity stops to help patientseat their meals in a calmatmosphere. The protectedmealtimes are:

Breakfast 8.00am to 9.00amLunch 11.30am to 1.00pmDinner 5.00pm to 6.00pm

Privacy and DignityThroughout your stay your privacy,dignity, religious and cultural beliefswill be respected. You will be caredfor in a single sex bay within a wardunless you require dependency care.These units are mixed sex, howeverevery effort will be made to respectyour privacy. Bathrooms and toiletsare designed to provide a range offacilities appropriate for your care,whilst offering the most privacypossible.

It is your right to be told prior toyour admission about theenvironment in which you will becared for. However, in an emergencythis is not always possible. Thisincludes the arrangement for theseparation of male and female

Infection ControlWe take cleanliness and infection control very seriously. Patients inhospitals can be at an increased risk of infection due to the nature of thetreatments they require. Many hospital infections can be avoided. Tocontrol hospital infections effectively we need the support and co-operation of patients and visitors, as well as staff.

Please wash your handsYou and your visitors can help us by always washing your hands with soapand water after the toilet. Before you enter or leave a ward, please washyour hands or apply alcohol gel rub from a dispenser. Simply rub the gelinto dry hands.

VisitorsPlease ask your relatives not to visit if they are suffering or recovering fromany infectious illnesses such as diarrhoea, vomiting, coughs, colds or flu.

MRSA screeningWe carry out MRSA screening on all relevant patients admitted to ourhospitals for non-emergency, planned operations. This helps to protect youand others.

Our staffIf you have any concerns about the hand hygiene practices of a member ofstaff, please discuss it with them.

Leaflets on MRSA, C Diff, EBSL, Isolation Nursing and What are we doingto prevent Infection? are available on the wards and from the HealthInformation Centre in the main entrance at University Hospital.

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What you will need whilstin hospitalTo make your stay morecomfortable you should have thefollowing personal items with you:

• Casual loose fitting clothes forthe day.

• Hairbrush, comb and shampoo.

• Toothpaste, toothbrush, denture pot, denture cleaner.

• Soap, face wash, shower gel, moisturiser etc.

• Towels, face cloth, sponge.

• Deodorant.

• Hand wipes, tissues etc.

• Shaving equipment.

• Sanitary care.

• Change of nightwear and underwear, slippers and dressing gown.

Please do not keep the followingitems with you whilst in hospital:

• Too many items of clothing. There is limited space on the wards and you will have difficulty storing large amounts of clothing. Please ask a friend or relative to take home any suitcases or big bags after you arrive.

• Alcohol, illegal drugs, cigarettes or tobacco. The hospital has a no smoking policy which must be adhered to at all times.

• Perishable food items other than fruit.

• Please do not bring any valuables with you.

We will not accept liability for lossor damage to any article kept inyour possession.

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Your arrival on the wardHospital wards can seem very daunting and confusing when you firstarrive. Please let us know if there is anything you don’t understand or anyway we can help.

When you arrive on the ward, a nurse will help settle you in. Together youcan discuss and plan the care you will need. This is a good opportunity totell the nurse about any worries or concerns you may have about your stayor treatment. You will be told or shown where things are and whathappens on the ward.

Your contact detailsAs many of your family and friends will be concerned about you whilst inhospital, we suggest that you nominate one person who can talk to theward staff about you and then update your family and friends.

Patient ConfidentialityAll NHS employees have a legal duty to keep your records confidential. AtUHCW, confidentiality about your treatment is a top priority for us.

Whilst you are in hospital, your rights to patient confidentiality will berespected and you will have the right to choose who information aboutyour condition is given to.

Unless you give us permission to share information, we will not pass onany information to your friends and relatives, particularly by telephone.Please tell us who you have nominated for us to speak to about your care.

When it is not possible to gain your permission, your treatment andcondition will be only discussed with your next of kin or the person youhave identified as the person to contact.

If the ward staff feel that it is necessary to refer you to social services, thiswill be discussed with you and your permission sought. We only shareessential information with other agencies.

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Seeing your doctor or consultantYou are on a ward where your specific requirements and needs can be bestcared for. The nurse will tell you who your medical team is and you willmeet your doctors and/or consultant soon after your arrival on the ward.

There will normally be at least one of your doctors on the ward between9am and 5pm Mondays to Fridays, and they will generally visit you eachday. However, they do have other commitments outside the ward such asOutpatient Clinics. If you do want to be certain of speaking with them, aska nurse or the ward clerk to arrange this for you.

Outside of these hours, your own doctor may not be available. Pleasespeak to the nurses who are always there to help too.

Your family can make an appointment to see the doctor or totelephone at a particular time if visiting is difficult. Pleaseremember that our doctors will discuss your condition with yourfamily or other individual, designated by you, only if you havegiven your permission.

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Your Care

On the WardMealtimesDuring your hospital stay we will provide you with three meals a day. We canalso provide lunch box snacks if you have missed a meal.

Breakfast 8.00am to 9.00amLunch 11.30am to 1.00pmDinner 5.00pm to 6.00pm

We offer hot drinks and snacks throughout the day. If your meal is unsuitable,please let your nurse know so we can offer an alternative where possible. Youwill find your patient menus in this Patient Bedside Folder.

Special DietsWe offer special diets, vegetarian, Halal, Kosher and diabetic meals. We canalso offer a dietician service if your doctor or nurse feels that you need adviceon your diet.

GiftsGifts are often welcomed, but please bear the following in mind:You may have restrictions on what you can eat or drink. You can check with amember of staff on your ward. Alcohol is not permitted.You will only have small, non-locking storage available to store yourpossessions, so valuable gifts are not recommended.

Flowers on the wardFlowers are not allowed in some wards. Your visitors should check with amember of staff on your ward before bringing in flowers. Potted plants are notpermitted.

Visitors’ behaviourVisitors should remain quiet on the wards to avoid disturbing other patients.Visitors are likely to meet a variety of hospital staff with a wide range ofprofessional, social and cultural backgrounds. We expect our staff to treat youand your visitors with courtesy, consideration and without discrimination.Please treat our staff in the same way.

Mobile phonesMobile phones should not be used on the wards. Mobiles can causedisturbance to some hospital equipment, and loud ringtones or conversationscan disturb patients.

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A smoke-free environmentIn line with NHS national policy all of our hospital sites, including the carparking areas, are now smoke free. Smoking is not permitted anywhere on thehospital site. Patients and visitors found smoking will be asked to stopimmediately. If you would like support to stop smoking then please contactNHS Smokefree, an NHS smoking helpline on 0800 022 4 332.

Your next of kinYou may wish to nominate a next of kin to act as your advocate (supporter)whilst you are in hospital. This can be whoever you wish but ideally, you shoulddiscuss this first with the person you intend to nominate.

Interpreting serviceA face to face and telephone interpreting service is available in our hospitals,and we are also able to provide written translations. This includes people whouse British Sign Language (BSL) or those who require written information inBraille. There are also a number of staff who are able to interpret a variety oflanguages. If English is not your first language or you need a BSL interpreter,please ask the staff to access this service for you.

Refreshments for visitorsWe do not offer refreshments for visitors to the ward. Both of our hospitalshave cafes where your visitors can buy hot and cold drinks, snacks and meals.

MedicationsThe medications given to you will be an important part of your care. They willbe given to you at set times of the day. Please use this opportunity to ask anyquestions you have about the medicines you have been prescribed.

Leaving the wardPlease tell a member of staff if you leave your ward - even for a short time.

HairdressingWe understand that if you are in hospital for any length of time, you mightwant to have your hair cut. Unfortunately, the hospital does not provide ahairdressing service. This is due to small hair cuttings which could be left on apatient’s clothes or body and then transferred into the patient’s bed, this couldbecome unhygienic and uncomfortable.

The hospital takes pride in its hygiene and infection control practice andtherefore, we suggest that when you know about your discharge date, speakto a relative, carer or friend to help you make an appointment with a localhairdresser in your community when you’re back at home.

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Reasons to not smokewhile in hospitalSmoke FreeOur buildings and grounds, including car parks are smoke free, This meansthat smoking is not permitted anywhere on site. As a hospital Trust weprotect our patients, visitors, staff, buildings and equipment from thedangers and consequences of second-hand smoke. The many patients whotake the opportunity to quit are very appreciative of a smoke free site.When managing cravings it can be discouraging to see others smoking.

Smoking can adversely affect healing and surgerySmoking…

• delays wound healing;

• interferes with the metabolism of most drugs;

• increases the risk of post-operative complications;

• increases the chances of a longer stay in hospital.

Research shows that the longer you abstain from smoking before surgery,the less likelihood there is of complications or delays. Remember it takesapproximately 24 hours for the carbon monoxide of a cigarette to leavethe body - reducing levels of oxygen and energy. Even if you aren’t yetready to quit - you are strongly advised to stop smoking whilst at hospital(and for as long as you can after returning home).

Every cigarette damages the body - but the benefitsof quitting are hugeSmokers are prone to illness, disease, aging skin, reduced fertility, reducedself-esteem, low energy levels, disturbed sleep and poor appetite.However, the rewards of quitting are quickly realised - improved breathing,higher energy levels, more self-confidence, reduced risks and more money.Smoking can also cloud areas in life that need proper attention such assources of stress or anxiety, or other ways to find comfort or relaxation.When you make use of the opportunity to stop smoking in hospital, youcan remind yourself of how it feels to be in control again, without the falseinfluence of cigarettes or chemical addiction.

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Resources to help you stop

Inpatient 1 to 1 adviceThere are a variety of NHS Stop Smoking Services in Coventry available foryou to discuss your smoking habit with. You can explore your true motivesfor smoking, discuss concerns you have about quitting, discover the truenature of nicotine addiction and learn some useful behavioural andpsychological techniques. You can also choose to be referred to thecommunity services to receive support when you go home. Simply ask yournurse to call 0800 051 1310.

Nicotine Replacement TherapyNRT works by delivering nicotine to keep the brain satisfied and cravings atbay. It is a much safer way of receiving nicotine without the 4000+chemicals, 50+ carcinogens and tar of cigarettes. This then allows you tofocus on the behavioural side of smoking.

Local Community ServicesRemember that the NHS Stop Smoking Services are available to help youbefore and after hospital, providing a range of resources. To find outwhere your local centre is or to receive informal advice, call free-phone0800 1690169.

Health Information CentreThe Health Information Centre located by the main entrance at UniversityHospital contains a range of information about smoking, as well as anyother health area you would like to learn more about.

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Visiting Times Our hospital wards are busy areas. They are a place of work for our doctorsand nurses and a place of rest and recuperation for our patients. Pleaseensure that your visitors only come to visit you during official visiting times.

These are:

Monday to Friday: 6.30pm to 8pm and Saturday and Sunday: 2pm to 4pm and 6.30pm to 8pm.

They will not be allowed onto a ward outside of visiting times other than inthe most exceptional circumstances.

Visiting hours for the maternity wards and critical care vary from thestandard visiting hours. Please check with staff.

Number of visitorsRest is often an essential part of your recovery. We ask that no more thantwo people visit you at any one time.

ChildrenChildren can only visit with the prior permission of the ward manager.They should be accompanied at all times by a responsible adult.

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Participate in a clinical trialResearchResearch is an essential part of healthcare development. We need to carryout research to develop new treatments and to help us decide which is thebest available treatment or care for our patients.

As a patient, you may be asked to take part in research. Taking part inresearch can involve filling in a questionnaire to trying a new treatment oroperation.

If you are asked to take part in a research project, the project will be fullyexplained to you. All your questions will be answered. This should help youto make an informed choice about whether or not to take part. Whateveryou decide, your decision will always be respected.

If you do not wish to take part in any research project you can refuse. Youwill always continue to receive the best care we are able to offer.

Contact DetailsIf you have any questions about research, please speak to your doctor orcontact:

Mrs Ceri JonesResearch and Development Services Manager, on 02476 966196 or

Miss Natasha Wileman Assistant Research and Development Services Manager, on 02476 966167

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Your discharge fromhospital Preparing for hospitaldischarge‘Going Home’ is planned as soon asyou come into hospital, or evenbefore you arrive if your admissionis planned. You will not bedischarged from hospital until themedical team treating you hasdecided that you are well enoughto leave.

Once your discharge has beenagreed, staff will work togetherwith other agencies to assess yourhealth and social needs inpreparation for you beingdischarged from hospital. If youknow of anything that may preventyou going home please let yournurse know as early as possible.

Your Discharge CheckListPlease include your family, carersand friends when you are makingyour discharge arrangements withyour nurse, and please talk to themabout your decision as soon aspossible.

These are the things you shouldtalk about:

• Is transport arranged for whenI am ready to go home?

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• Will the house be warm enough when I come home?

• Do people know I am coming home?

• Have I got sufficient food in the house?

• Do I need to arrange to get some shopping delivered?

• Is the key available to gain access to the house?

• Can someone bring in my clothes to go home in the day before discharge?

Further Assessments80% of patients discharged fromhospital do not require or are noteligible for further assessmentsfrom external health or social careagencies in order to support a safedischarge home.

If you do need a further period ofassessment, rehabilitation orrecovery following your stay inhospital, with your consent we willarrange for one of the local healthor social care agencies to carry outan assessment to determine whatshort term support you will requireto achieve your full potential ondischarge from hospital. We worktogether with a number of health

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and social care teams in Coventryand Warwickshire who provide awide range of services in thecommunity. The main threeagencies are:

1. Intermediate Care Service (ICS )

ICS will enable you to be discharged from hospital by providing short-term intensive rehabilitation and personal care.This can include nursing care, physiotherapy and occupational therapy. The ICS team will decide with you if your care needs and continuing rehabilitation can be carried out in your own home or in a short term bedded facility. The services provided by ICS can be for a period of up to six weeks.

2. Social Services

Once you have completed your recovery from your acute phase of illness you may be assessed as needing further help to enable you to return home. Many people arrange the care they need themselves, by getting help from friends or family and some involve voluntary agencies. Social Care may be asked to assess your needs to determine the level of service you require. The assessment also includes a financial assessment as you maybe required to contribute towards the cost of your care if

you meet the eligibility criteria. Your social worker will explain all of this to you in advance of assessing your needs.

3. Continuing Health Adult Assessment Team (CHAAT)

It may be you have a life changing event that requires you to have on going nursing support which cannot be met bycore community nursing services(more than four visits a day). If this is identified by the multidisciplinary team they will refer your case to the continuing health care team (CHAAT) for assessment.The CHAAT team will identify if you meet their criteria for fully or part funded health care and if so will arrange the care out of hospital with you, your family and possibly the Social Care team.

Moving to a Care HomeIf after assessment, and discussionwith you and your family/carer, it isdecided that you need to move to aCare home, your Social worker willbe available to help you or yourfamily/carer find a suitableplacement. However, if there is notan immediate vacancy in the homeof your first choice, it will benecessary for you to move to aninterim placement while you waitfor your first choice to becomeavailable, your social worker willprovide your family with a list of

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suitable care homes withimmediate vacancies so that youcan make an informed secondchoice for the interim period. Thisenables us to continue to provideessential services for people whoneed to be admitted to hospital foracute treatment, and you will beable to continue your recovery in amore appropriate care setting.

District Nurse ServiceIf you require treatment after yourdischarge, such as the removal ofstitches or change of dressings, youshould make an appointment withthe Practice Nurse at your local GP’ssurgery. If you are unable to get tothe surgery, please let staff knowbefore you leave hospital and thestaff will arrange for a DistrictNurse to visit you at home.

Medicines to Take HomeWhen you go home you may begiven up to four weeks medicationand the nurses on the ward willexplain these to you. If you havebrought any medication in with youthese can be returned to you.

Your GP will receive a lettercontaining information about yourhospital stay and your prescribedmedication. Further repeatprescriptions should be obtainedfrom your GP’s surgery and youshould make arrangements to seeyour GP before your prescriptionruns out.

TransportYou will need to make your owntravel arrangements when leavinghospital unless you have a medicalproblem that prevents you fromusing a car, taxi or public transport.If you are unable to make your owntravel arrangements please informthe hospital staff when you areadmitted or as soon as possible.

What if a plan cannot beagreed?On rare occasions discharge planscannot be agreed, in thesecircumstances while your well beingand safety remains our priority, youcannot stay in hospital when youracute treatment has come to anend. We will, therefore, facilitate afull process of consultation in linewith the choice directive(Department of Health 2003),however, if we cannot resolve thedispute during consultation wereserve the right to serve notice todischarge you to the mostappropriate safe setting while thedispute is resolved.

Teaching HospitalsUHCW is a university teaching NHS Trust and both of our hospitals are atraining centre for the next generation of doctors, nurses, midwives andother healthcare staff. An essential part of staff training is working withpatients. To help them learn the skills they need, student nurses or studentmidwives will carry out some aspects of your care under the supervision ofa qualified nurse or midwife.

Medical students accompany the doctor on ward rounds and may wish toexamine you or talk to you about your medical condition.

Student radiographers, pharmacists, physiotherapists or occupationaltherapists may accompany their qualified colleagues to the ward and assistwith their duties. The students appreciate your co-operation, but you areunder no obligation to have them observing your care.

If you do not wish to have students present, please tell a member of staff.

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A-Z of Hospital staff

Foundation year 1 doctor(preregistration house officers) arebased on the ward and will see youregularly. They carry out tests andprescribe treatment under thedirection of your consultant.

Healthcare cleaning assistants areavailable 24 hours a day to ensurethe cleanliness of the hospital ismaintained.

Maintenance staff are responsiblefor the repair, servicing and upkeepof buildings and equipment tosupport patient treatment and care.

Matrons are very experiencednurses or midwives and make surethe environment is clean and safe.They are also here to provide youwith assistance, support andinformation. They wear black pinstripe uniforms so you can easilyrecognise them. If you do not see amatron but would like to speak toone, please ask a member of theward team to contact one for you.

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A-Z of Hospital staff Many different staff will visit your ward for a variety of reasons. You maynot see all of them whilst you are in hospital but they are all working tomake your stay as comfortable as possible. Not all staff wear traditionaluniforms but all wear identity name badges - always ask if you do not seea badge.

Associate specialists are seniordoctors who are responsible to anamed consultant. They often runtheir own clinics and make clinicaldecisions as delegated by theirconsultants.

Clinical pharmacists ensure that youget the maximum benefit from themedicines that are prescribed foryou. If you are a patient on a wardyour pharmacist may take amedications history from you,prescribe medicines and advise youon the use of the medicinesincluding any that you will betaking home on discharge.

Consultants are the mostexperienced doctors in the hospital.They are ultimately responsible forthe treatment you receive.

Consultant nurses and specialistnurses may be involved in your caregiving extra advice and supportabout specific conditions; forexample pain relief, wound careand diabetes.

Dieticians advise on your diet andorder special meals if appropriate.

Midwives are responsible forproviding midwifery care to amother and baby during theantenatal, intranatal and postnatalperiods.

Occupational therapists assess andplan your treatment with a view tohelping you manage daily activities.This may include providingadaptations at your home.

Pharmacy technicians will talk toyou about the medicines you weretaking before you came intohospital and will make sure thatany medicines you need whilst inthe hospital are on the ward.

Phlebotomists take blood fromevery patient admitted to hospital.The blood is analysed by biomedicalscientists.

Physiotherapists help you on theward or in the therapy departmentwith your breathing and mobility.

Porters take you to and from thevarious places you go fortreatment.

Radiographers take X-rays andscans. Occasionally these can takeplace on the ward using mobileequipment.

Registered (or staff) nurses, led by asister or charge nurse, assess, planand deliver the nursing care youneed.

Senior house officers (SHOs) aredoctors in training who work onthe wards most days.

Social workers can provide servicesor advice to patients who may needhelp on leaving hospital if they, ortheir carer, think they will find itdifficult to manage.

Specialist registrars and staff gradesare experienced doctors whoprovide specialist care under thedirection of your consultant.

Speech and language therapistscan help you with any difficultiesyou may have with talking oreating and drinking.

Support workers help withtreatment and looking after yourcomfort and wellbeing. They willdeliver much of your care under thedirection of the registered nurseson the ward.

Volunteers help out with a numberof tasks on many of the wards,assisting the nursing staff with anumber of duties, dependent onthe ward they are on.

Ward clerks provide administrativeand clerical support to the ward. Ifyou need a medical certificate foryour employer or the BenefitsAgency, the ward clerk willarrange this.

Ward hostesses prepare andprovide drinks and meals forpatients.

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Spiritual CareWe offer care and support but you can choose the level and nature of thatsupport. It is freely available to all, whether you have a faith or not. Weprovide spiritual, emotional and religious care and we want you to keep intouch with who you are while you are in hospital.

Members of the Chaplaincy Team are drawn from the main faithcommunities here:

• Church of England/Anglican • Sikh• Free Churches • Muslim• Roman Catholic • Hindu

The Chaplains are employed by the NHS. You can expect to be treatedwith privacy, dignity and confidentiality by us at all times. We are assistedby ‘Lay Visitors’, trained volunteers, who also visit the wards.

The Christian Chaplains are available outside normal hours if there is anemergency.

Faith Centre and Places of WorshipThe Trust provides places of worship and prayer in both our Hospitals.

In University Hospital, the Faith Centre is in the West Wing on the groundfloor. There are separate Prayer Rooms for Christians, Sikhs, Hindus andMuslims as well as quiet spaces for people of other faiths or none.Washroom and wudu facilities are also provided. The Faith Centre is openat all times for quiet, relaxation and prayer.

At the Hospital of St Cross there is a Chapel which is well sign-posted anda Multi-Faith Prayer Room is located on Mulberry Street.

Times of Main ServicesSunday: 10.00am Holy Communion (CofE or Free Church) Faith Centre11.00am Catholic Mass Faith Centre2.15pm Ecumenical Service at St Cross Chapel

Friday:1.15pm Muslim Prayers Faith Centre

If you would like to see one of our team please ask your nurse to contact us.

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Health Information CentreThe Health Information Centre provides access to quality information on awide variety of conditions, treatments and procedures, NHS services andother health related issues.

Services include:• A wide range of health related books, leaflets and DVDs.

• Internet access to quality websites and health databases.

• A personal enquiry service by experienced staff to help you find the information you need.

• Details of national and local support groups.

• Access to computers for our visitors to search for health related information.

• A friendly, informal environment where you can make your enquiry, browse, or simply relax in our lounge area.

Our services are free and confidentialThe Centre is situated on the ground floor, in the main entrance to theUniversity Hospital. Opening times are: Monday to Friday 9.00am to5.00pm.

Enquiries can also be made in person, by telephone or by email:

Telephone: 024 7696 6051

email: health.information@uhcw.nhs.uk

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CommentsWe welcome both your comments and compliments on the service ourTrust provides. Please remember your views are valuable and assist us tomake improvements in patient care.

We aim to deliver the highest possible standard of care with the resourcesavailable to us. Please let us know if you are happy with the care youreceive as this provides a welcome boost to our staff.

If you have any concerns while you are in hospital please tell a member ofstaff about it straight away. Often these concerns can be sorted outimmediately. All our staff will receive any comments professionally andsympathetically and your care will not be affected in any way. If you feelthat your concern has not been resolved please ask to speak to the matronon duty. They will visit you and help solve any problems you areexperiencing.

Did we get it right?Please give give us your feedback on your stay with us by visiting ourwebsite www.uhcw.nhs.uk and completing our online Impressions survey.

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Whether you are a patient, relativeor carer, the Patient Advice andLiaison Service (PALS) is available toyou to raise your concerns or toobtain advice. PALS can provide youwith the following:

• Help you to sort out any concerns relating to our Trust as quickly as possible.

• Listen to what you have to sayabout the Health Service.

• Make sure the Trust finds out from you what works and what needs changing.

• Advice if you wish to make a complaint.

• Information about other NHS PALS in the locality.

Please contact them on 02476 966061 or 0800 028 4203

Anyone can get in touch with PALSfor information and advice and theservice is confidential. Openinghours are Monday to Friday 9.00amto 5.00pm. If you wish to meetwith an officer please call to makean appointment.

Please leave an answer machinemessage if no one is available totake your call and one of the PALS

Patient Advice and LiaisonService (PALS)

officers will get back to you as soonas possible. A PALS officer at theTrust will make a record of yourquery or concern and get back toyou quickly.

ComplaintsYour complaint should beaddressed to:

The Chief ExecutiveUniversity Hospitals Coventry andWarwickshire NHS Trust University HospitalClifford Bridge RoadCoventryWest MidlandsCV2 2DX

or emailed tocomplaints@uhcw.nhs.uk

Please ensure your name, addressand telephone number are includedin your letter of complaint.

If you feel you need someassistance with making yourcomplaint, the IndependentComplaints Advocacy Service (ICAS)can be reached on 0845 337 3056and they can support you throughthe process.

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Get Involved

Foundation Trusts are very muchpart of the NHS and provide free,quality healthcare based on need atthe point of care. However, theyhave some major advantages overthe way NHS Trusts are run, andmore than half of all Trusts inEngland are now Foundation Trusts.

We believe that the best way tofulfil our exciting plans for thehospital, our patients and our staffis to become a Foundation Trust.

We also believe it is the best wayfor many people with an interest inhealth services to become involvedin influencing them. Maybe thatincludes you?

As an NHS Foundation Trust, ourpatients, staff and members of thepublic can become members of theTrust. This means you can beinvolved in shaping the future ofyour healthcare services.

We would like to invite you tobecome a member, so thattogether we can shape the futureof healthcare services.

You can become a member by:

• Completing a membership form from one of the literature stands within the hospital.

• Requesting a membership form from our Foundation Trust Office on 02476 964747

• Filling in an online membership form on our Trust website uhcw.nhs.uk/foundationtrust

Your Health. Your Trust. Your Say.Be Involved - Be a Member

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Our Hospital Volunteers Our hospital volunteersVolunteers are a valued and essential part of the team at UniversityHospitals Coventry and Warwickshire NHS Trust. We have more than 600volunteers working across our hospitals with our staff to enhance patientservices and care. Volunteering is provided at University Hospital throughUniversity Hospitals Voluntary Services and University Hospitals Coventryand Warwickshire NHS Trust Charity. At the Hospital of St Crossvolunteering is provided through the Friends of the Hospital of St Crossand Rugby Hospital Radio.

Friends of the Hospital of St. CrossThe Friends of the Hospital of St. Cross is a registered charity founded in1955. The Friends have two aims; to provide voluntary support to thehospital and to raise funds to support the Hospital of St. Cross. If you would like to volunteer with the Friends of St Cross please telephone01788 663754 or by visit www.friendsofstcross.org.uk

Rugby Hospital RadioRugby Hospital Radio provides a 24 hour daily service, which includes awide range of music, comedy, drama and local news. If you would like tomake a request please phone our studio on 01788 663493 or dial free on*800 using your Hospedia handset.

University Hospitals Voluntary ServicesYou will see our volunteers in many different roles throughout UniversityHospital from taking the tea trolley around the wards to lay visitors whoprovide a listening ear to patients. Patients can also listen to CoventryHospital radio provided by the volunteers through their bedsideentertainment unit, free-of-charge.

How do I become a Volunteer?If you are interested in working as a volunteer at University Hospital, wewould be delighted to hear from you. Becoming a volunteer is simple, callthe Voluntary Services Department on 024 76965146 / 024 76965147 foran informal discussion about what you would like to do and for aninformation pack.

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Often patients and their familieswish to make a donation to thankus for their care, sometimeswishing to support a particularward. Such gifts are administeredby UHCW Charity.

UHCW Charity is the charity forboth hospitals within UniversityHospitals Coventry andWarwickshire Trust - UniversityHospital, Coventry and the Hospitalof St Cross, Rugby. By raising fundsUHCW Charity enhances patientcare and facilities, to ensure ourcommunity has the best possiblehealthcare, now and in the future.

For information about making adonation, to receive donationenvelopes or discuss the supportwe can give you with your ownfundraising, please contact theCharitable Fundraising Manager ontelephone number 02476 966913or visit www.uhcwcharity.org.uk

If you would like to make adonation please make chequespayable to UHCW NHS TrustCharity and send them to UHCWCharity, University Hospital, CliffordBridge Road, Coventry, CV2 2DX.Unless otherwise requested we usedonations where the need is most.

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Car parking atUniversity Hospital

Car parkingParking is 'Pay on Foot': please pay at the machines as you return to yourcar, and not at the barriers. Change is given and the charges are as below.

Please note that the machines do not accept credit cards.

'Pay on Foot' charges0 to 2 hours £3.00

2 to 4 hours £4.20

4 to 5 hours £5.40

5 to 6 hours £7.70

6 to 24 hours £10.00

* Car parking charges are subject to review.

Why we charge for car parkingWe believe NHS money should be spent on treating patients. If we didn'tcharge for parking, money intended for patient care would have to beused to provide and maintain parking facilities on our sites

Disabled parkingParking for Blue Badge holders is available in the car park immediatelyopposite the main entrance to University Hospital (charges apply) andopposite the entrance to the West Wing/ Women’s and Children's Hospitalentrances.

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Free parking and concessions for frequent patientsPatients who attend frequently, may qualify for concessions this includescancer patients attending for intravenous chemotherapy treatment, renaldialysis patients and parents of sick children who stay with their children inhospital overnight.

If an individual spends more than £150 on car parking charges within a sixmonth period, any charges above this cap will be reimbursed. In summarythis concession means that no-one will pay more than £150 on car parkingcharges within a six month period. Individuals simply need to keep their carparking receipts and once they exceed the £150 cap should go to theGeneral Office.

People who receive certain state benefits can reclaim parking costs. Seethe car parking banners in the hospitals or enquire at the ward or clinicconcerned.

To contact the General Office call 02476 966040

Security: will my car be safe?All car parking areas across the sites have street lighting, and are alsocovered by close-circuit television (CCTV) 24 hours a day. However,although the Trust will endeavour to ensure the safety of vehicles parkedon the site, vehicles and their contents are left at the owners' risk.

Car Parking RulesVehicles in breach of car parking rules, which are displayed in the carparks, may be subject to a Civil Penalty Notice and a fine.

Anyone found parking inappropriately or in a disabled space without aBlue Badge will be subject to a penalty notice.

For queries on car parking rules the appropriate place to enquire is theSecurity Office in the Main Reception area.

Taxi RankThere is a taxi rank outside the main entrance to University Hospital andfree telephones are available beside reception and also in west wingreception to call a taxi.

University HospitalClifford Bridge Road, Coventry CV2 2DX.

Main switchboard number: 02476 964000

Ward 1 RehabilitationWard 2 RheumatologyWard 3 Hospitality LoungeWard 10 Cardiology Ward 11 Cardiothoracic Ward 12 Observation/Assessment

Critical Care Ward 14 Adolescent Ward Ward 15 Infant's Ward Ward 16 Children's Ward Ward 16 Children's Outpatients

Department Ward 20 Gastroenterology & EndocrineWard 21 Gastroenterology & EndocrineWard 22 General Surgical Ward Ward 23 GynaecologyWard 24 Maternity (Ante natal)Ward 25 Maternity (Post natal) Ward 30 Cardiology and RespiratoryWard 31 Cardiology and Respiratory Ward 32 Head and neck surgery Ward 33 General Surgery & UrologyWard 34 Haematology Unit Ward 35 OncologyWard 40 Stroke and age related Ward 41 Stroke and age related Ward 42 Neurosciences

(Neurology and Rehab)Ward 43 Neurosciences (Neurosurgery)Ward 50 Renal Haemodialysis Unit Ward 52 Orthopaedics Ward 53 Orthopaedics

WARD DEPARTMENT TELEPHONE TELEPHONE

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02476 968218 02476 965738 02476 965837 02476 968217 02476 965742 02476 96574302476 965637 02476 965633 02476 965800 02476 968226 02476 966264 02476 966265 02476 966556 02476 966969 02476 967433 02476 967433 02476 967006 02476 96659502476 967224 02476 96822402476 966929

02476 968233 02476 965561 02476 968232 02476 965773 02476 968231 02476 965757 02476 967007 02476 966587 02476 966577 02476 968229 02476 968228 02476 967315 02476 967675 02476 967678 02476 967842 02476 967844 02476 967789 02476 967831 02476 965378 02476 965380 02476 966114 02476 965390 02476 965528 02476 965531 02476 968328 02476 968324 02476 967817 02476 967816 02476 967798 02476 967802

02476 965330 02476 965231 02476 968256 02476 968257 02476 967738 02476 967737 02476 965311 02476 965309

Arden Cancer Centre

Audiology Reception

Breast Screening Unit

Cancer Backup

CT/MRI/ Xray Reception

Day Surgery Reception

Dermatology Reception

Diabetic Centre

Dietetic Department

Early Pregnancy Assessment Clinic

Emergency Department Reception

Eye Unit

Fracture Clinic

Gynae and Antenatal Clinic

Heart Failure Clinic

Labour Ward Reception

Macmillan and Palliative Care team

Main reception

Maternity Reception

Maxillo Facial

Mental Health Unit - Main Reception

Neurophysiology Reception

Nuclear Medicine

One Stop Clinic Endoscopy

Orthopaedic Outpatients Reception

Outpatient Rehab Reception

Outpatient Suite 1 Reception

Outpatient Suite 11 Reception

02476 967304

02476 966444

02476 967200

02476 966052

02476 967090

02476 966826

02476 966313

02476 966006

02476 966161

02476 967243

02476 966200

02476 966606 or 02476 965273

02476 966262

02476 967350

02476 966396

02476 967333 or 02476 967368

02476 965498 02476 965498

02476 968215 or 02476 968216

02476 967421

02476 966500 / 02476 966464 / 02476 966468

02476 968100

02476 965121

02476 968212

02476 966809 / 02476 966808

02476 966262 / 02476 966324

02476 965700

02476 966363 / 02476 966355

02476 966471

DEPARTMENT TELEPHONE

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Outpatient Suite 3 Reception

Outpatient Suite 4 Reception

Outpatient Suite 5 Reception Area

Outpatient Suite 6 Reception

Outpatient Suite 7 Reception Office

Children’s Emergency Dept. Reception

Patient Information Library

Pharmacy

Physiotherapy and OccupationalTherapy

Radiotherapy Reception

Special Baby Care Unit Reception

Untrasound Booking Office Reception

Vascular Investigation Unit

X-Ray Reception/Appointments

02476 966699 / 02476 966342

02476 966366

02476 966392

02476 966700

02476 966400 / 02476 966421

02476 966929

02476 966050

02476 966785

02476 966012

02476 966354

02476 966671

02476 967348

02476 968212

02476 966300 / 02476 968209

DEPARTMENT TELEPHONE

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The Mall area on the ground floor is where you will find the majority ofshops, cafes and restaurants. Other locations are listed below:

The Mall - Ground Floor, main entrance

ShopsGeneral Convenience Store which sells newspapers and books as well assnacks and personal care products.

Cafes and RestaurantsCafeteria with ‘deli’ and branded offers such as Costa Coffee can be foundon the ground floor.

Opening Times: Monday - Sunday 24 hours

Outpatients DepartmentCosta Coffee Bar (Outpatients Department)

Opening Times: Monday to Friday from 9.00am - 3.00pm

Women’s and Children’s UnitGeneral Convenience Store which sells newspapers and books as well assnacks and personal care products.

Java Café Offering a selection of hot and cold food and drinks.

Pharmacy The pharmacy is on the ground floor of the hospital, just past the mainentrance and is on the left.

Opening Times: Monday - Friday From 9.00am - 5.30pm

BankingThere is a cash point in WH Smith on the ground floor just inside the mainentrance to the hospital. This facility is not available 24 hours a day.

Shops and facilities for patientsand visitors at University Hospital

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General OfficeThe General Office provides the following key services to patients andvisitors:

• Refunds of patients’ travel and car parking expenses where patients are in receipt of qualifying benefits in line with national NHS policy (evidence of entitlement to benefits, attendance at hospital and receipts for expenses will be needed);

• Refunds of patients/visitors car parking charges in line with Trust policy;

• Safeguarding patients’ valuables whilst they are in hospital and have been unable to make alternative arrangements (patients are encouraged not to bring valuables into hospital)

• Custody of lost property.

The General office is on the ground floor in the main entrance, on theright just before the shops.

Opening Hours: Monday to Thursday 9.30am to 4.30pmFriday 9.30am - 4.00pm

Telephone: 02476 966040

Accommodation for relativesOur accommodation office can provide your relatives with a list ofaccommodation throughout the city.

Public TelephonesPay phones are operated by Hospedia. They can be found in most wardsand departments and in the main entrance, past main reception on theright before the lifts.

Mobile PhonesIf you would like to speak to your family and friends or would like them tocontact you please make use of the bedside phone available. Mobilephones should not be used in ward areas of the Trust. However they canbe used in public corridors.

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Bedside televisions, radios and telephonesTelephones and televisions with headsets have been installed by bedsidesthroughout the hospitals.

Through the bedside system, you have access to television channels, and aselection of radio channels including our own hospital radio station.

You can make and receive phone calls, and family and friends can alsoleave you messages.

The system is operated using a payment card, which can be purchased atpay stations located throughout the hospitals as well as by pressing thegreen button on the system itself.

Once you are registered, family and friends can call you at the bedside.

Children aged 16 and under do not pay for access to television.

General Acute ServicesAccident and EmergencyAcute MedicineAge Related Medicine andRehabilitationAnaestheticsAssisted ConceptionAudiologyCardiologyCritical CareDermatologyDiabetes and EndocrinologyEar, Nose and ThroatGastroenterologyGeneral MedicineGeneral SurgeryBrest SurgeryUpper Gastrointestinal SurgeryHepatobiliary and PancreaticSurgeryColorectal SurgeryGynaecologyHaematologyMaxillo Facial SurgeryNeurology and NeurophysiologyObstetricsOphthalmologyOptometryOrthodonticsOrthopticsPaediatricsPain ManagementPlastic SurgeryRenal MedicineReproductive MedicineRespiratory Medicine

RheumatologyOrthopaedics TraumaUrologyVascular SurgerySpecialised ServiceBone Marrow TransplantationInvasive CardiologyCardiothoracic SurgeryClinical PhysicsHaemophiliaNeonatal Intensive Care andSpecial CareNeuro ImagingNeurosurgeryOncology and RadiotherapyRenal Dialysis andTransplantationPlastic Surgery

Diagnostic and ClinicalSupport ServicesBiochemistryDieteticsEcho CardiographyEndoscopyHaematologyHistopathologyMedical Physics/NuclearMedicineMicrobiologyOccupational TherapyPharmacyPhysiotherapyRespiratory Function TestingUltrasoundVascular Investigation

Services provided atUniversity Hospital

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Car parking atHospital of St Cross

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Parking is 'Pay and Display': please pay at the machines and display ticketin your car. Change is not given at the machine but can be obtained fromthe General Office. The charges are as below.

Car parking charges£1.50 for up to 3 hours

£4 for 3-24 hours

Free parking from 6pm-7am in the week and all day at weekends

* Car parking charges are subject to review.

Why we charge for car parkingWe believe NHS money should be spent on treating patients. If we didn'tcharge for parking, money intended for patient care would have to beused to provide and maintain parking facilities on our sites.

Disabled parkingParking for Blue Badge holders is free whether the car is parked in adesignated disabled space or a normal car park space. There are a numberof designated spaces throughout the site.

Free parking and concessions for frequent patientsPatients who attend frequently, may qualify for concessions this includescancer patients attending for intravenous chemotherapy treatment andrenal dialysis patients. Patients should contact the General office inBrookfield House to confirm whether they qualify for concessionaryparking.

If an individual spends more than £150 on car parking charges within a sixmonth period, any charges above this cap will be reimbursed. In summarythis concession means that no-one will pay more than £150 on car parkingcharges within a six month period. Individuals simply need to keep their carparking tickets and once they exceed the £150 cap should go to Generaloffice on the lower ground floor, Brookfield House, Hospital of St Cross.

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People who receive certain state benefits can reclaim parking costs. Seethe car parking notices or enquire at the ward or clinic concerned.

To contact the General Office in Brookfield House call 01788 663214

Security: will my car be safe?All car parking areas across the sites now have street lighting. Securityofficers do patrol the site at regular intervals. However, although the Trustwill endeavour to ensure the safety of vehicles parked on the site, vehiclesand their contents are left at the owners' risk.

Car Parking RulesVehicles in breach of car parking rules, which are displayed in the carparks, may be subject to a Civil Penalty Notice and a fine.

Anyone found parking inappropriately or in a disabled space without aBlue Badge will be subject to a penalty notice

By bus from Rugby town centreGeoff Amos Coaches route number GA01 provides an hourly daytime busservice to the hospital from Monday to Saturday (except bank holidays).Bus stops are located in North Street and Rugby railway station.

A bus service runs between the University Hospital site to the Hospital of St Cross site operated by Travel De Courcey.

Ash Renal Unit

Birch Ward

Cedar Unit

Colorectal Helpline

Critical Care

Dermatology Unit

Diabetes Centre

Haematology / DVT

Hoskyn Ward

MRI Reception

Mulberry Day Unit

Mulberry Reception

Pharmacy

Oak Ward

Outpatients Reception

Rugby Day Surgery Unit

Willow Day Unit

X-ray

01788 663845

01788 663426 / 01788 663239

01788 663876 / 01788 663183

0800 7838042

01788 663280

01788 663480 / 01788 663249

01788 663477

01788 663022

01788 663245 / 01788 663306

01788 663820

01788 663237

01788 663527 / 01788 663238

01788 663521

01788 663812

01788 663753

01788 663328 / 01788 663264

01788 663328 / 01788 663264

01788 663260

DEPARTMENT TELEPHONE

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Hospital of St CrossBarby Road, Rugby, Warwickshire CV22 5PX

Main switchboard number: 01788 572831

The Friends of the Hospital of St Cross Tea BarAt the Hospital of St Cross, a Tea Bar is located in the Out-PatientsDepartment, which is organised by volunteers from the Friends of theHospital of St Cross. The opening hours are from Monday to Friday,between 9.30 am - 12.00 noon and 2.00 pm to 4.00 pm.

Trolley serviceA trolley service visits all wards and departments daily selling newspapers,confectionery and toiletries.

The Poplar Place Dining RoomIs open at meal times for hot and cold food options and at any other timefor drinks and snacks. Vending machines are available 24 hours.

General OfficeThe General Office is situated in Brookfield House and open from 8.30amtill 5.00pm Monday to Friday. Telephone: 01788 663214

Post Box A post box is not available on site however patients can given theirstamped out going post to staff who will ensure it is collected from wardsand departments with all the other post.

Cash Machines Not available on site. The nearest cash machine is in the town centre.

Accommodation for relativesDetails of local accommodation in the town can be obtained from theGeneral Office in Brookfield House.

Public TelephonesThere is a public telephone available in the Out Patients Department andadjacent to the Blood Taking Area in the Day Surgery entrance and in theentrance to the A&E Department.

Shops and facilities for patientsand visitors at Hospital of St Cross

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Hospital of St CrossBarby Road, Rugby, Warwickshire CV22 5PX

Main switchboard number: 01788 572831

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Ambulatory CareDay SurgeryOvernight Stay / 23 hour SurgeryOutpatients ServicesMagnetic Resonance Imaging (MRI)ScanningX-ray including UltrasoundScanningBone DensityLaboratory ServicesEndoscopySatellite Renal Dialysis Unit

ScreeningRetinal Screening CentreColorectal Cancer ScreeningCentreBreast Screening

Urgent Care CentreA&E DepartmentGP (Out of hours service)Walk In Centre

Acute MedicineInpatient Medical ServicesIntermediate CareInpatient Rehabilitation Service

Acute SurgeryInpatient Elective Surgery

RehabilitationServices based on the Hospitalof St Cross site, but provided byother organisations.

Myton HospiceMental Health UnitSocial ServicesRecompression Chamber

Services provided at theHospital of St Cross

Our website is a great way to keep you updated on new services anddevelopments at University Hospitals Coventry and Warwickshire NHSTrust.

We work continually to update our website to make sure you get theinformation you need in a variety of formats that suits you.

You can also join us an NHS Foundation Trust member, tell us about yourexperience in hospital from the comfort of your own home on our onlineImpressions survey or simply check for updates on our services.

Designed with your needs in mind, our website aims to provide you andyour visitors with a whole wealth of information about our hospitals in avariety of languages and formats.

Log on at www.uhcw.nhs.uk

Visit our website

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