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Please read this booklet or asksomeone to read it to you.We can arrange languagetranslation if you do not speakEnglish. We can also arrangeBritish Sign Language interpretation.Please ask us on (01392) 402093.DariGujaratiUrduChineseFarsiIf you need thisinformation in large textplease call us:(01392) 402071.2

ContentsBefore you arrive...............................4Getting to the hospital.....................5What to bring....................................8Cancellations....................................9Where were you?.............................9What not to bring...........................10Patient identification bands..........10We commit to:................................11What we ask of you........................12Health Information Centre............15Data protection..............................15Who you might see.........................16Food.................................................18Religion & spirituality.......................19Visitors, privacy & dignity...............20For you and your visitors.................21Leaving hospital..............................233

We want to make your stay asstraightforward as possible. This booklettells you how we try to do this. If youhave any questions or difficulties, pleasespeak with a member of staff.Before you arrivePlease tell us before you arrive if you have anyspecial needs, for example, if:you are disabled/have mobility problems;you eat a special diet;you use special equipment, such as a hoistor a support chair;you prefer to have written information inlarge print;you want us to translate information into alanguage other than English;you want us to provide information throughBritish Sign Language.Please tell us about any special needs by callingthe ward you are coming to. The number is listedin the letter we sent with this booklet.Don’t forget to cancel deliveries such asnewspapers or milk and to make arrangementsfor your pets.Please tell us as soon as possible if you cannotmake the date we have given you by calling thenumber in the letter we sent with this booklet.If you receive a pension or State benefit pleasetell the Benefits Agency that you are cominginto hospital. You can find their number in the BTphone book.4

Getting to the hospitalIt can sometimes be difficult to find a car parkingspace at our hospital. For this reason we suggestthat if possible you and your visitors use our Park& Ride service or public transport.PARK & RIDEOur Dartline PR3 Park & Ride bus is quick andinexpensive. It runs to the RD&E from Digby (nearTesco, the railway station and junction 30 of theM5). See map overleaf. There are signs alongsome of the main roads into Exeter pointing tothe RD&E Park & Ride.The Park & Ride leaves Digby on the hour andevery ten minutes Monday to Friday 9am - 6pm.Parking is free and security staff look after the carpark, which is locked at 7.30pm. The bus is free ifyou have a Devonwide bus pass.BY BUSStagecoach buses H1 and H2 run to the RD&Eevery 15 minutes from Exeter High Street and StDavid’s station from around 7am - 9pm Monday- Saturday. Limited Sunday service. They also runto the RD&E from the Broadfields area.Stagecoach buses from Exmouth, Dawlish,Torbay, Teignmouth and Plymouth stop close tothe hospital on Barrack Road.First Southern National bus X53, from Weymouth,Seaton, Beer and Sidford, stops close to thehospital on Barrack Road. Turner’s Tours bus 374from Chumleigh, Lapford, Morchard Bishop andCrediton stops close to the hospital on BarrackRoad.Call Traveline on 0870 608 2608 or visitwww.traveline.org.uk for bus times.5

Getting to the hospitalBY TRAINExeter Central and Exeter St David’s are aboutthree miles away. Stagecoach buses H1 and H2run to the RD&E from Exeter St David’s and fromthe High Street. They also stop at Central Station.BY CARFollow signposts to the hospital from most of themain routes into Exeter. Follow signposts in thehospital grounds to our car parks. Car parking isby pay & display, so please bring change. Seepage 8 for details.Disabled permit holders can park free of chargein any pay & display car park. In addition, thereare a number of designated disabled badgeholderspaces at the entrance to most buildingsaround the site. There is a main disabled parkingarea signposted at the Barrack Road entrance.6

NHS TRANSPORTNHS transport is only available if you have amedical need that means you cannot use otherforms of transport. This is provided by SouthWestern Ambulance Service. During 2006 we willbe helping to develop a system of ‘supportedtravel’ which means that cars may be availableto help you get to the hospital, although therewill be a charge for this.Unfortunately living a long way from the RD&Eor being on a low income does not mean thatyou will be provided with free transport. Thoseon a low income may be able to get assistance.Please ask your ward team about this, orvisit our general office(01392 402382) in themain entrance. This isopen Monday toThursday 8.30am - 5pm/Friday 8.30am - 4.30pm.Why not use our Park& Ride? It’s quick, easyand cheaper thanhospital parking.7

What to bringany medicines, tablets or inhalers that youtake, including prescriptions, medicines thatyou have bought or alternative medicines,such as herbal remedies. (It is vital thatwe know about all of your medication);nightwear, dressing gown and slippers;comfortable daywear and underwear;tissues (tissues are more hygienic thanhandkerchiefs) and wet wipes;a toothbrush, toothpaste, soap, deodorantand any other toiletries such as shavingequipment;bath towel and a flannel or sponge if required;sanitary products such as tampons if required;something to read;any aid that you would normally use - forexample, spectacles, walking frame, stick,crutches, wheelchair, prosthesis;bottle of squash, if you want;private insurance details if appropriate;items of religious or spiritual importance;change for newspapers, BT payphone or ourbedside TV and phone service, Patientline(see page 21);change for car parking. You pay for twohours, four hours or a full day. It costs £5.60for a full day and tickets are available fromthe ticket machines in the car parks. You canalso buy a week’s permit from the generaloffice in the main entrance (for openinghours see page 7). Please call (01392) 402358for details of our car parking and pay &display charges.8

CancellationsWe are a busy hospital and see well over 50,000emergency patients each year. This is on topof our planned work and we have to see ouremergency patients as a priority.This can mean that on very rare occasions wehave to cancel some of our planned work. Weare very reluctant to cancel a patient’s dateto come into hospital because we know howmuch stress this can cause. We work very hardto ensure this is something we have to do only inexceptional circumstances.But if we do have to cancel your admission dateplease accept our apologies. We will rearrangeyour new date as soon as possible.Where were you?Each year, around 800 people miss their inpatientappointment at the RD&E.Please do not be one of them: keeping yourappointment will mean that you get thetreatment you need. It will also help us providea more efficient service for patients. Missedappointments add to waiting times and cost theNHS £millions each year.If you really can’t make it please let us know sothat we can re-allocate your appointment tosomeone else andarrange a newtime for you.Write your timein here as areminder toyourself.My hospitalappointment:9

What not to bringPlease do not bring:large amounts of money;jewellery, valuable items or anything withstrong sentimental value;television or radio;alcohol or tobacco.If you have to bring valuables please ask a nurseto store them safely for you. Please ensure thatyou get a receipt for your valuables. We are sorrybut we cannot accept responsibility for loss ordamage to items that you did not give to us forsafe-keeping.Patient identification bandsTwo identification bands will be placed on youwhen you are admitted to hospital. The bandswill be placed on both arms or on an arm anda leg. This is to ensure that we are safely able toidentify you even if one of the bands is removedfor any reason.The band contains details such as your nameand hospital number. Nurses and doctors canthen easily identify you before carrying out allprocedures such as giving medicine or takingyou into theatre.It is important to make sure that you have anidentification band on at all times during yourstay in hospital. If you do not have a band on orit becomes unreadable or uncomfortable pleaseask a nurse to give you a new one.10

We commit to:offer you a clear explanation of yourcondition. We can arrange languagetranslation if you do not speak English or havehearing problems;discuss with you treatments and procedureswe recommend and carry out;describe the potential benefits and risks oftreatment and discuss any alternatives;ask you for your fully-informed consent to anyoperation, procedure or treatment;keep the information in your recordsconfidential, in line with the Data ProtectionAct 1998;give you the opportunity to see your patientrecords if you wish, in line with the DataProtection Act 1998;work with other organisations involved in yourcare and share information about you only foryour benefit and as necessary, removingidentifying details where we can;always treat you with dignity and respect;keep your relatives or carers informed of yourprogress, if you wish;welcome comments about our service anddeal with your concerns or complaints asquickly as possible (see page14).CLEANLINESS We pay close attention tocleanliness and infection control standards. Wewere one of the UK’s first hospitals to implementa campaign to improve hand hygiene. Alcoholgel is available on all beds and easily accessedin other departments. This gel is particularlyeffective at killing germs on hands. Generalcleanliness standards are also a priority and areregularly monitored and improved.11

What we ask of yougive us all the necessary information aboutyour condition, symptoms and medication;treat our staff with respect;help to feed yourself, keep mobile and lookafter personal hygiene as far as you can;organise your transport home if possible.Please speak with a member of the wardteam if this is difficult;tell us as soon as you can if you cannot comeon the date we give you;arrange with your family or friends to take careof your personal laundry, if possible.HELP US TO COMBAT INFECTIONtell us if you or any of your family has haddiarrhoea or vomiting in the 48 hours beforeadmission;tell a member of the ward team if your ward,bathroom or equipment is unclean. Discuss allconcerns with the matron;do not sit on other patients’ beds;remind staff if they appear not to havecleaned their hands before touching you;always wash your own hands after using thetoilet facilities and before eating;if you have a wound or a drain or drip, try toavoid touching it. If a dressing is loose or soiledtell one of the nursing staff;ask your family and friends not to visit if theyare unwell. In particular, if they have haddiarrhoea or vomiting they should not visituntil they have been well for 48 hours;remind visitors to also clean their hands beforeand after visiting you, and not to sit on yourbed or any other bed.12

SMOKE-FREE AT THE RD&EPlease do not smoke anywhere in the buildingor in our courtyard gardens. The RD&E grounds,buildings and car parks are totally smoke-free.We are very keen to help people in their effortsto stop smoking. Why not call the NHS smokingadvice service on 0845 111 1142 or see your GPbefore coming into hospital. The benefits beginthe minute you stop smoking. If you need advicewhile in hospital, please talk to your nurse. Pleasedo not embarrass our staff by asking them to takeyou outside to smoke.GIVE US YOUR FEEDBACKYour views about our services are important to us.We want you to feel as comfortable as possiblewith the treatment we give you. We welcomecomments that will help us improve services. Thismight be something that went well or a concernabout the care given.If you have any questions or concerns aboutyour treatment, whilst you are in hospital orafter you have gone home, then please discussthese with the doctor or nurse looking after you.Alternatively you can talk to the senior matron(ask a member of the ward team to contactthem for you) and/or the Patient Advice & LiaisonService (PALS).PALSPALS can offer you confidential advice,information and support about the RD&E. Theycan help you sort out your concerns and theycan guide you through the NHS services.The team can work with other organisations tohelp deal with your concerns.13

They can also feed your comments back intothe system, helping us see things from your pointof view. PALS is based at the Health InformationCentre (see page15) although PALS staff are alsohappy to see patients anywhere in the RD&E.PALS is available Monday to Friday from 9.30am- 4.30pm. To contact the service:visit our Health information Centre;telephone (01392) 402093 or call extension2093 from an internal hospital phone;e-mail: pals@rdehc-tr.swest.nhs.ukMAKING A COMPLAINTWe will always work hard to resolve yourconcerns as quickly as possible and to yoursatisfaction. But if we cannot you may wish tomake a formal complaint. We investigate allcomplaints and we will advise you of the resultsof our investigation.We aim to respond in a positive way and canreassure you that making a complaint will notaffect the quality of any of your treatment.Please make a formal complaint in writing to:Chief ExecutiveRoyal Devon and Exeter NHS Foundation TrustBarrack RoadExeterEX2 5DWIf you want help writing your complaint, or anyassistance, please contact our ComplaintsManager on (01392)403915. Please ask amember of the wardstaff for our leafletshowing how we dealwith complaints.We are also verykeen to hear fromyou when thingshave gone well.14

Health Information CentreGood-quality patient information is an importantpart of your experience of our services. OurHealth Information Centre can help you find theadvice and information you need on:health and illness;healthy living;living with disabilities;treatment options;support groups.The centre is friendly, relaxed and informal.Our team can offer information on most healthmatters in leaflets, booklets and factsheets. Ifyou need information in large print, Braille orlanguages other than English please tell them.The Health Information Centre is located in themain entrance to Wonford Hospital and is openMonday to Friday 9.30am - 4.30pm. Pleasevisit the centre, write to the team (HIC, RD&EWonford, Barrack Road, Exeter, EX2 5DW), orcall on (01392) 402071. You can email them onhealth.information@rdehc-tr.swest.nhs.uk. Theservice is free and confidential.Data protectionIf you want more details about how we manageinformation about you or about your rightsunder the Data Protection Act 1998 and theFreedom of Information Act 2000, please callour data protection office on (01392) 402261.In accordance with good clinical practice,information derived from your care will be usedto audit practice in our hospital. This can leadto improved performance and care of patients.All information used in this way is anonymousand does not contain personally identifiableinformation.15

Who you might seeYou will see many different members of staff onthe ward. If you’re not sure who they are pleaseask them. All staff should be wearing namebadges. If you can’t see the badge, ask themto show it to you. Our staff will not be offended ifyou ask them to identify themselves.YOUR CONSULTANTThe doctor in charge of your medical care iscalled the consultant. They will discuss yourcondition with you and offer you the bestavailable treatment. They will have a team ofdoctors and nurses working with them and amember of this team will see you every day.If you want to know the name of your consultantplease ask a member of the ward team. We arehappy to be there with you when the consultantsees you.YOUR NURSEYou will have a nurse who is responsible for yournursing care. They will also have help from theward team. If you want to know your nurse’sname please ask any team member.MATRONThe matron manages the whole ward and issupported by the ward managers. Please askthem if you have concerns.SENIOR MATRONOur senior matrons are senior nurses and eachis in charge of a group of wards. Their job is toensure that you receive high-quality care andthat you are as comfortable as possible. Theycan help to solve a problem if the ward staffcan’t.16

HOUSEKEEPING STAFFOur housekeeping staff make sure your ward isclean and that you get your meals, drinks andrefreshments. If you have any worries aboutthese things please ask any member of thehousekeeping staff.STUDENTSThe RD&E is a teaching hospital so studentdoctors might accompany your doctor. We alsohave other staff in training including studentnurses, physiotherapists, occupational therapistsand so on.Students improve their clinical skills by workingunder the supervision of experienced staff and byhaving direct contact with patients.We might ask you to agree to be seen by astudent doctor or other students and so helpimprove their clinical skills. Please be reassuredthat you can say no and this will not affect thecare you receive.Your doctor or a member of the clinical teammight also ask you to take part in a clinicaltrial or research study. These are important fordeveloping treatments for the future. Again,please be reassured that you can say no and thiswill not affect the care you receive.If you have any concerns or questions pleasespeak with your doctor or nurse. Students will notbe making any decisions about your treatment.OTHER STAFF YOU MIGHT SEE* physiotherapists * pharmacists* occupational therapists* dietitians * care assistants * ward clerks* medical photographers17

FoodWe serve three daily meals on our wards andhave now introduced protected mealtimes.People eat better when they are not disturbed soduring mealtimes wards are kept quiet, creatinga calm environment for eating.Bedside menus are provided to help you decidewhat meals to choose from a range of options.If you have any special requirements or can’tsee anything that suits, please tell a nurse orhousekeeper. Please tell us if you eat a particulardiet because of your religion or culture.Snacks and hot drinks are available 24 hours aday. Please ask your nurse or a housekeeper ifyou want further advice. Sometimes, becauseof an operation or as part of your treament, youwill not be allowed to eat or drink. Your nurse willexplain this to you.OTHER PLACES TO EATOur Oasis restaurant is located on level 2 atWonford Hospital near the hospital chapel. Itis open daily from 7.30am - 8.30pm and servesbreakfast (7.30am - 11am), lunch (11.45am- 2.15pm) afternoon snacks (2.15pm - 5pm) anddinner (5.45pm - 8.30pm).Our Fine Fillings sandwich bar is open Monday toFriday 8am - 4pm in the hospital’s main entrance.We also have two snack bars:Waterside, located just off the main entrance(Monday to Friday 9.30am - 4.30pm);Princess Elizabeth Orthopaedic Centreoutpatient area (Monday to Thursday9.30am - 4.30pm (Friday 3pm).There are also a number of food and drinkvending machines around the hospital.18

Religion and spiritualityIllness and injury can have an impact on yourwhole life, not just your body. And it can behard to talk about your anxieties or fears withthe people you are closest to. We are keen tohelp by supporting the full range and variety ofspiritual and religious needs of our patients, theircarers and staff.Our chaplaincy team consists of chaplains fromthe main Christian denominations, supported bya team of trained volunteers. We also welcomerepresentatives and leaders of other faiths intothe hospital to support patients, carers and staff.If you would like a hospital chaplain to visit,please inform your nurse.The hospital chapel is situated on level 2 atWonford Hospital near the Oasis Restaurant.It is open 24 hours a day, seven days a week.Patients, visitors and staff are welcome to use itas a place for reflection and prayer.For details of our chaplaincy service please call(01392) 402024 or call the hospital switchboardon (01392) 411611 and ask them to contact thechaplaincy. You can also leave a message atthe chaplaincy office next to the hospital chapel.You can ask your own pastor, minister, priest orother religious or spiritual leader to contact us onyour behalf.CHAPEL SERVICES* Tuesday 7pm prayer, scripture readingand reflection;* Wednesday 4pm Roman Catholic Mass;* Sunday 10.30am usually communionservice for all denominations.Patients unable to attend services canlisten to them from their bedside onhospital radio channel 6 (on Patientline itis free of charge).19

Visitors, privacy & dignityYour visitors are very welcome during your staywith us but please tell them not to visit if they areunwell. In particular, if they have had diarrhoeaor vomiting they should not visit until they havebeen well for 48 hours. Please remind them toclean their hands prior to visiting.Visiting times are between 2.30pm and 8pmdaily in almost all wards, although IntensiveCare and the children’s wards operate a moreflexible system. Visiting times helps us to maintaina cleaner hospital and keep our wards quieterduring patients’ mealtimes (see page18). If theward’s visiting arrangements don’t suit your familyand friends please speak with a member of theward team about this.Please keep the number of visitors to two at atime so as not to disturb other patients.In certain circumstances, we can arrange formembers of your family to stay in the hospital.Please talk to a member of the ward team.Men and women are usually cared forseparately. Sometimes there may be wards forboth sexes, but men and women will be caredfor in separate areas. However, men and womenmay be nursed together in areas like IntensiveCare where special facilities are needed. If youhave any concerns or questions about this pleasetalk to a member of the ward team.If you wish to be cared for by a member ofstaff of the same sex as you, please talk to amember of the ward team. We will try to takefull account of your religious and spiritual needs(please see page 19).20

For you and your visitorsThe hospital has facilities to benefit you andyour visitors. These include shops with gifts,flowers, magazines, sweets and books in themain entrance; a cashpoint machine; courtyardgarden; pay phones.POSTThere is a postbox in the main hospital entrance.Post is collected at 5.30pm but if you are unableto get to the postbox, please speak to a memberof the ward team. If your family or friends wantto send you mail please ask them to addressitems to you by the name you give us, not by anickname, and include the name of the wardyou are staying on. The address is Barrack Road,Exeter, EX2 5DW.LAUNDRYWe cannot take care of your personal laundry.Please ask a friend or relative to bring cleanclothing for you. If this is difficult, please talk toa member of staff.PATIENTLINEEach hospital bed has its own telephone, TV andradio service, provided by a company calledPatientline. To use the service you buy a cardfrom a vending machine on your ward or in themain entrance next to the shop. Please ask award team member for help.You can use Patientline to phone outside thehospital. You can receive incoming calls throughPatientline, but this is a premium rate service.Please call 0800 959 3100 for details of the costof Patientline. Alternatively visit www.patientline.co.uk.You can listen to our hospital radio, Isca Radio,free of charge.21

SECURITYWe work in partnership with the Devon andCornwall police to provide security in thehospital. Please talk to a member of the wardteam if you have any concerns about yourpersonal security. They may be able to arrangefor you to talk directly with the police officerbased in the hospital.Please do not bring valuables into the hospitalbecause we can’t guarantee their safe-keeping.If you do have to bring valuables please ask anurse to store them safely for you. Please ensureyou get a receipt for your valuables. We are sorrybut we cannot accept responsibility for loss ordamage to items that were not handed to us forsafe-keeping.IF THERE’S A FIREIf there’s a fire please follow the instructions ourward staff give you. If you see a fire or smellsmoke, please tell a staff member immediately.GETTING INVOLVEDWe want local people to help us plan ourservices and influence the way we develop inthe future. You can do this by:becoming a member of the RD&E NHSFoundation Trust (NHSFT);playing a part in our Patient and PublicInvolvement (PPI) arrangements;telling our PALS service (see page13) what youthink about us;becoming a volunteer. Volunteers help inmany ways; fundraising, guiding patientsaround the hospital and ward trolley rounds.For more information about the NHSFT, the PPI orbecoming a volunteer please contact our HealthInformation Centre (see page15) or phone(01392) 403977.22

Leaving hospitalWe will talk to you aboutarranging your leaving date.Please make sure you havesomeone to take you home,as we cannot normallyprovide transport. If this isdifficult, please talk to amember of the ward team.After the doctor says youcan leave, the ward teamwill work hard to make surethis process goes assmoothly as possible.Sometimes we move apatient to a local community hospital for furthercare and treatment. If your doctor advises this foryou we will discuss this with you and your family.If we have to deal with lots of emergencies wesometimes ask patients to transfer earlier to acommunity hospital. Again we will discuss thiswith you and your family.If we arrange to move you to another hospitalwe will talk with you about this and ensure thatyou are always looked after properly.TAXISIf you are happy to pay for a taxi to take youhome then please ask one of the ward team tohelp you book this.GIFTS & LEGACIESIf you wish to make a donation to the ward or tothe hospital, please ask your nurse to put you intouch with our charitable funds team. You cantelephone them on (01392) 403761.23