Your stay in hospital

This information is here for you to refer to throughout your stay on the ward and we hope you find it useful. The information covers many areas but is split into categories so that you can find the topics that are important to you.

This information is not meant as a replacement for staff who are always ready to answer your questions and concerns.

If you have any questions after reading this, please do not hesitate to ask.

Welcome to Tees, Esk and Wear Valleys NHS Foundation Trust

Our trust aims to always deliver safe and effective care that meets individual needs and supports people towards wellbeing and recovery.

We recognise that being admitted to hospital can be a very distressing and frightening experience. We hope to work with you to understand what is important to you and how we can best meet your needs and offer the right support.

We aim to provide a safe, warm and therapeutic environment to aid your recovery and return home as quickly as possible. The ward staff are here to support you and your family, friends and carers. Staff members are available if you have any worries or concerns.

Recovery 

We understand that being in hospital can be difficult, but we are here to support you and help you to recover. In mental health services the term ‘recovery’ is used to describe the experiences and journeys of people as they work towards living a meaningful and satisfying life.

Recovery principles focus on the whole person for example, what makes that person thrive. Five key factors, known as CHIME, have been identified as being central to recovery and wellbeing.

CHIME factors

• Connectedness – the opportunity to feel connected to something or other people
• Hope – to feel hopeful for the future or that there can be better moments in what can be difficult times.
• Identity – maintaining or developing an identity beyond that of a mental health patient, a diagnosis or someone with a learning disability
• Meaning – having meaning in life such as opportunities, roles and things to enjoy. This also includes finding meaning in the distressing experiences some people face.
• Empowerment – having choice and control in your life and surrounding your care.

Supporting carers (Triangle of Care)

We are implementing best practice national guidelines from the ‘Triangle of Care’.

The Triangle of Care was developed by the Carers Trust to introduce key standards and recognise relatives and friends of patients (referred to as carers) as partners in care delivery. The initiative encourages patients, carers and professionals to work together to promote safety, recovery and wellbeing by providing carers with information, advice and support.

If you would like more information about the Triangle of Care, please ask a member of staff for a copy of the Carers Trust leaflet.

During your stay in our hospitals, you will be asked for the name of a relative or friend who you would like to be updated and involved in your care and treatment. If you do not want anyone to be involved, we use a common-sense confidentiality approach to supporting carers – meaning we will not disclose information about you, but we will listen to carers and offer general information about our service treatments and details of carer support organisations.

We have patient and carer information available about common sense confidentiality which explains our approach to sharing information. If you would like to see this, please ask a member of staff.

Coming into hospital

What can I expect?

Everybody’s experience when coming into hospital will be different. For some people it can be a very stressful experience, especially if it is the first time or if it was not your choice to come. When coming into hospital you can expect:

• to be shown around the ward by a nurse
• to be introduced to staff and shown where you can safely leave your belongings (any items of value can be given to staff for safe keeping or to relatives to take home)
• entry and departure from the ward to be controlled for the safety of our patients
• to always be treated with respect and dignity
• to feel safe on the ward
• to have a shared understanding of what your needs are and the options available to support them
• to be given information about different treatment options and supported to make choices about them
• to make shared decisions
• your records to be kept confidential
• relatives and loved ones to be kept informed of your progress, with your consent
• to have access to an advocate, if you need one
• to be given a leaflet about how your information is processed and shared as part of your care. Please see our ‘Privacy notice – a service user’s guide’ or ask your clinician for a paper copy.

Who’s who on the ward?

The ward can feel like a very busy place. There are lots of different professionals with individual roles that make up the multi-disciplinary team (MDT). Staff wear name badges and will introduce themselves to you. The people involved in your care may include:

• a modern matron
• a ward manager
• a clinical lead, ward sister or charge nurse
• a staff nurse
• an associate practitioner
• a practice development practitioner
• an occupational therapist and occupational therapist assistant
• a speech and language therapist
• peer workers
• trainee clinical staff
• healthcare assistants
• a psychologist and psychologist assistant
• doctors and junior doctors
• a psychiatrist
• a pharmacist
• chaplains
• volunteers
• housekeeping staff

Some wards have a photograph board to show you who everyone is.

Named nurse

You will be allocated a named nurse on admission who will support you throughout your stay and plan your recovery with you.

Your named nurse, with your permission, will answer any questions that your carers ask relating to your treatment and progress.

When your named nurse is off duty, you will be allocated a contact nurse. This is the nurse you can go to if you have any problems or concerns. Discussing your problems and treatment with your named nurse, or the nurse allocated to you in their absence, ensures continuity of care.

If at any time you feel you are unable to build up a satisfactory relationship with your named nurse, for whatever reason, please discuss the issues with the ward manager or deputy. You can go to any member of the nursing staff with your questions or concerns.

If at any point throughout your admission you wish to meet with your consultant or any other member of the ward team, please inform staff and they will try to arrange this for you.

Consultant psychiatrist/approved clinician

While you are a patient on the ward, a consultant psychiatrist or approved clinician will be responsible for your care. They are present on the ward most days and work closely with members of the ward team.

If at any point you wish to have a second opinion by another doctor, please discuss this with a member of staff on the ward.

Staff members will introduce themselves to you when they are involved in your care. If you are not sure who a person is, please ask.

What support and treatment can I expect on the ward?

On your first day of admission, you will meet with staff and discuss why you have been admitted into hospital. You will be offered a physical examination to identify any physical health needs you may have so that we can provide appropriate care.

Within three working days there will be a formulation meeting. This is your opportunity to meet with staff to identify what your needs are and to plan your care and treatment. With your permission, we will invite a family member or loved one to attend this meeting.

As part of the formulation meeting, leave from the ward should be discussed. This will be decided on an individual basis and will depend upon risk. Your care team should discuss this with you. You may be given the opportunity to have supported leave, home visits and overnight leave during your stay. This may increase over time.

The care team meet to discuss your care and how it is going on a daily basis.

You may be offered different treatment options whilst on the ward including:

• medication
• psychological assessment
• interventions or support
• occupational therapy
• various activities

Where required you will have access to evidence-based treatment interventions that are both autism-informed and the provision of both reasonably adjusted and adapted interventions.

Staff will be happy to discuss treatment options with you and written information about different treatments and the side-effects are available. If you have concerns about medication or side effects, you can discuss this with our pharmacists.

Staff are available to listen and offer support at any time during your stay on the ward.

At the appropriate time, a meeting with you and your family will be held to plan your transfer out of hospital and aftercare. We hope to support a smooth transition home and to make sure you have appropriate support following your transfer.

To help us monitor your recovery you will be asked to complete a short survey called a patient reported outcome measure. This assesses your mental wellbeing at a given point. It can help you and your care team monitor your progress and can show how helpful services have been in promoting your recovery.

Following your discharge from hospital, you will be offered a follow up visit by one of our nurses. A discharge/transfer summary will also be sent to your GP informing them about your admission.

What you may need while you are on the ward

We recommend you bring a few changes of clothing, some nightwear and toiletries with you to the ward. You may also want to bring your mobile phone, tablet, small computer and a small amount of cash as well.

You will be provided with a safe for your valuables to be kept in, however, please bear in mind that the trust does not accept responsibility for any loss or damage to these items whilst on the ward.

Our wards can provide the following:

• clean bedding and towels
• sanitary products
• laundry facilities
• tea and coffee making facilities
• food for mealtimes

What you cannot keep on the ward

The following items are prohibited on our trust premises:

• cigarettes, lighters, lighter fuel/gas and matches – smoking is not permitted anywhere on our trust grounds. Smoking cessation, including nicotine replacement therapy, is available for patients who want to give up smoking while in hospital. The use of e-cigarettes is allowed. Please speak to a member of staff for advice.
• alcohol and illicit substances are not allowed
• razors – if needed, these can be provided by the nursing staff

We do not advise you bring large amounts of cash or credit cards with you, please ask your family, friends or carers to take these or hand them into ward staff for safe keeping.

Any suspicious activities will be reported to the police. If you see anyone acting suspiciously or discover any items you think may be drug related on the premises – please tell a member of staff.

Possessions, valuables and money

For your safety, staff will ask you to hand in any items that may be harmful to you or others on the ward. For example, sharp objects, glass articles and electrical chargers.

Staff may be required to look through your belongings should they have reason to believe that you have items in your possession that could be a danger to yourself or others.

If you have any medication, please give this to the nurse who will store it for you or dispose of it.
If there is no one else to look after your valuables, please give them to a member of staff who will arrange safe keeping. Our trust cannot accept responsibility for loss or damage to your personal property unless it is handed in and a receipt is obtained for it.

We would strongly advise that you do not exchange property, items and/or belongings and loan any money to others. Please talk to staff if you have any concerns.

Practical help

If you have practical things that need to be managed whilst you are in hospital, such as looking after any pets, paying bills or benefits, please speak to a member of staff on the ward who can support you in getting these sorted.

Shared code of conduct

To make sure the ward is a safe environment for everybody we ask that:

• staff, patients and carers always treat each other with the same respect, dignity and consideration that they would expect – violence and aggression will not be tolerated
• people respect each other’s privacy and do not go into other people’s bedrooms without permission
• everyone treats the ward environment with respect, keeping the ward as clean and tidy as possible – damage to property will not be tolerated
• people are considerate of others when using TV and music systems
• mobile phones or other devices are not used for photography or recording in any form
• you inform a member of staff when you wish to leave the ward and when you have returned

If someone is behaving in a way that is making you feel unsafe, please confide in a member of staff or an advocate.

Ward environment

Same sex accommodation

The vast majority of patients who are admitted to any of our hospitals will be cared for in a ward where they will have their own bedroom, many with en-suite washing and toilet facilities.

In the small number of wards where there is more than one bed in a bedroom, patients will only share the room where they sleep with members of the same sex. Same sex toilets and bathrooms will be close to their bed area and clearly signed. This means that any mixed sex accommodation is virtually eliminated.

Male and female patients may share day areas such as lounges, activity rooms and kitchens. Where there is a need for patients to pass through an area designated for the opposite sex, staff will accompany them to make sure everyone feels comfortable.

In some exceptional circumstances you may find that upon your return from a period(s) of leave you may have been moved to a different bedroom than the one you left.

Mealtimes

Meals are served in the dining room and if you have any special dietary needs due to medication, health, religion or cultural beliefs then please inform a member of staff. There could be a risk to you if food brought into hospital is not stored or handled responsibly. Please discuss arrangements for bringing food onto the ward with our ward staff.

Activities

To keep occupied on the ward, many people bring in their favourite past times such as music, books, games, puzzles, musical instruments or craft materials.

Our wards often have spaces for crafts or other activities. The TV lounges allow you to play DVDs and keep up with your favourite TV shows.

Many hospitals are equipped with gyms, libraries, cooking facilities, gardens and public café facilities. Staff will try to support you in accessing these or other activities you would like to try.

Staying in touch

We understand the importance of relationships and how they can support you on your way to recovery. During your stay in hospital, we would like to support you in staying in touch with your relatives and friends.

Mobile phones are allowed on the ward; however, signal strength can be weak. If you do not have a mobile phone or can’t get signal, there is a ward phone you can use to contact your carers.

Some of our wards also have an internet abled personal computer (PC). Staff may be able to arrange use of the PC for you, however, please be aware that the phone and PC are shared between all patients on the ward.

Visiting

Your named nurse will advise you of the ward visiting times.

We recognise that visiting times may not always be suitable for your carers. Please discuss this with staff who will try to find alternatives and negotiate other visiting times. If you wish to have your visit in private, please talk to staff and they can help arrange this.

To reduce the risk of infection we ask that carers refrain from visiting if they have suffered from or been exposed to sickness (vomiting) and/or diarrhoea in the last 48 hours.

Visitors are not permitted to smoke on the ward, in any trust buildings or on our grounds.

We would ask that your visitors do not bring any sharp items or objects, including razors, glass articles or equivalent onto the ward whilst visiting. Alcohol and illicit substances are not permitted.

Please talk to staff if you have any concerns and/or if you are asked to bring any items onto the ward.

Child visiting

Our trust supports helpful and positive contact between children/young people and their parents and carers.

We operate a child visiting policy which applies to all children under the age of 18 years.

All visits by children must be pre-arranged with ward staff to ensure the visit can occur. A responsible adult must accompany the child when visiting. Child visiting will take place in an allocated room to allow privacy for all parties.

Fire alarms

Ward staff test the fire alarms once every week. If the fire alarms are activated at any other time, staff will direct you to a safe area within the hospital.

Listening to and learning from patients and carers

We continually strive to improve our services and would be pleased to receive your comments. All feedback is important to us whether it is about what we did well, what we could do better or any other type of feedback.

Do you have concerns or complaints?

We know that sometimes we don’t always get it right. If you have a concern or wish to make a complaint, please bring it to someone’s attention as soon as possible to help us identify areas where we can improve our services.

If you have concerns or complaints about a service, you can:

• tell a member of staff
• call our complaints team – freephone 0800 052 0219
• email [email protected]

Please do not be afraid to say what you think. If you bring your feedback to our attention, it will not affect your future treatment or care. We have a policy for dealing with concerns openly. We welcome all feedback, and we will do everything possible to find a solution.

If you would prefer to contact the team in writing:

Complaints Department
Flatts Lane Centre
Flatts Lane
Normanby
Middlesbrough
TS6 0SZ

For further information about the trust’s complaints service please visit our complaints webpage. You can also ask your named nurse for a printed copy.

Access to an interpreter

Every patient whose first language is not English or who may have communication needs has the right to access a professional interpreter.

Professional interpreters should also explain relevant information about treatment and care to carers and family members whose preferred language is not English.

Ward staff will make arrangements for translation and sign language interpreters if necessary.

Chaplaincy service

Our chaplains provide religious, spiritual and pastoral needs for patients, carers and staff throughout the whole trust. Chaplains will not impose their own beliefs on anyone but rather help people through their own questions to come to their own conclusions. Chaplains are happy to see anyone who wishes to talk to them, whatever they wish to talk about.

Religiously the chaplaincy department is multi-faith and aims to provide for religious needs whatever a person’s faith. They can pray with people, bring communion and hear confessions.

They have materials of all the major world faiths, prayer mats, Korans and can point you in the direction of Makkah. They also have links with faith leaders from all communities and can put you in touch with leaders of churches, mosques and temples.

Access to information about you

Our trust is registered under the Data Protection Act 1998 to store and use personal information. We ask for information about you so you can receive proper care and treatment. We keep this information together with details of your care, because it may be needed if we see you again.

Everyone working in the NHS has a legal duty to keep information about you confidential. You can request the personal information we hold about you. To access your personal information, write to:

Data Protection and Privacy Officer
Information Governance Department
Tarncroft
Lanchester Road Hospital
Durham
DH1 5RD

Useful telephone numbers

NHS 111: call 111 and select the mental health option (2)

Care Quality Commission (CQC): 03000 616161

FRANK (drugs advice): 0300 123 6600

Samaritans: 08457 909090

Family Lives: 0808 800 2222

Citizens Advice Bureau: 08444 111 444

Citizens Advice Bureau

The Citizens Advice Bureau is a generalist advice agency and so is able to advise on a wide range of subjects such as: education, employment, benefit entitlement, money matters, disability support and consumer issues. They can provide:

• alternative options
• someone to speak on your behalf
• a representative at tribunals.

Equality and diversity

• We recognise and address the varying needs and wishes of different social groups
• We maximise the inclusion and participation of patients and carers, and their freedom to exercise choice
• We aim to ensure a positive experience for all individuals from all groups within the community