Information for

Patients and Visitors

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ContentsMaps of hospital site and how to get to the hospital

20 Accommodation for relatives13 Allergies13 Arriving as an in-patient8 Arriving by bus9 Arriving by train17 Bedside entertainment26 Bereavement28 Big C Information Centre 19 Canaries for the Community8 Car parking27 Cash machines26 Chaplaincy28 Children29 Closed circuit television cameras10 Community car schemes22 Complaints procedure30 Confidentiality and access to medical records31 Consent9 Cycle facilities18 Dayroom televisions20 Discharge arrangements16 Eating and drinking during illness11 Entrances and opening hours32 Fire precautions34 Hospital Arts Project 18 Hospital Radio Norwich21 Hospital staff13 Identity bracelets15 Infection Control24 Information we need from patients19 Laundry21 Learning from experience19 Library (in-patients only)34 Making a donation

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32 Medical equipment13 Medication11 Meet and Greet volunteers29 Mobile phones/computers9 Motorcycle parking24 NHS Numbers13 Nursing teams21 Patient Advice and Liaison Service (PALS)16 Patient catering32 Patient health and safety10 Patient transport25 Patients who miss appointments29 Payphones/postboxes12 Personal property/valuables28 Pets14 Protected mealtimes11 Reception desks27 Restaurants/coffee shops30 Safe and secure hospital27 Shops33 Sick notes14 Single sex wards30 Smoke Free policy19 Social workers25 Special needs32 Students18 Telephone calls27 Toilets/baby changing facilities26 Translation/interpretation facilities33 Travel claims23 Uniforms28 Vending machines14 Visiting on wards33 Volunteering at the hospital12 What to bring (in-patients only)12 What not to bring (in-patients only)25 Wheelchairs

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The Norfolk andNorwich UniversityHospital is four milesfrom the centre ofNorwich, close to theUniversity of East Anglia(UEA). This is the mainsite of the Norfolk andNorwich UniversityHospitals NHSFoundation Trust. It isalso a teaching hospitalfor health professionalsstudying at the UEA.

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From the A47 via B1108• Leave the A47 at the junction with the

B1108 (signposted to Norwich, University and Hospital, Colney) and head towards Norwich.

• Turn right at the first set of traffic lights (signposted to the Norwich Research Park and Hospital).

• Go straight on to the second set of traffic lights and continue straight on to a roundabout.

• The entrances to the hospital are located at the roundabout.

From Norwich city centre via B1108• Leave the city centre, following signs to

the University and Hospital.• Continue down the B1108 past the

university which is on the left-hand side.• At the second set of traffic lights turn left

(signposted Norwich Research Park and Hospital) and follow the directions above from A47 via B1108.

From the A11/A47• Leave the A11 and turn left at the first

roundabout after the Thickthorn A47/A11junction.

• Carry straight on at the first two roundabouts and then turn left at the third roundabout.

• Continue straight on and the hospital is located at the fourth roundabout.

From Norwich city centre via A11• Leave the city centre following signs for

A11 Thetford.• Once on the A11 turn right at the

Cringleford roundabout following signs for the hospital and then follow directions above from A47 via A11.

Costessey

How to get to the

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e hospital by car

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Getting here and aroundArriving by busService from Costessey Park & Ride – At busy times the hospital carparks become full. Patients and visitors may wish to use the service10 from Costessey Park and Ride which is adjacent to the RoyalNorfolk Show Ground. The journey takes approximately 10 minutesand runs regularly throughout the day. The service operates from7.10am - with the last bus leaving the hospital at 6.10pm weekdays.For public transport enquiries call 0871 200 22 33 or visit thewebsite www.travelineeastanglia.co.ukFirst Bus divides Norwich into five fare zones, and fares relate to thenumber of zones through which you travel. The hospital is locatedwithin zone 4. Many different ticket types are available. The hospitalis served by First Bus routes 21/22, 12 and 24 and Konect buses 3/4and 9.

Car parkingPlease note that parking at the NNUH cannot be guaranteedand you should try and use public transport whereverpossible. Alternatively if your journey by car is absolutelyessential then please make sure you allow enough time tofind a car park space.

Car parking – Spaces for patients and visitors are signposted on theapproach road to the hospital. There are directions to the entrancesto the hospital from all the patient car parking areas. Stays under30 minutes are free, simply put your ticket in the pay machine atthe hospital exit and it will register “no charge”. Paying for car parking – On driving into the car park you shouldcollect a ticket at the barrier and take it with you into the hospital.You will need to pay for your parking before you leave at one of theticket machines which are in the hospital entrances. There arechange machines available next to every pay machine with theexception of those on Level 2 in East and West Atriums and the DayProcedure Unit.Long-stay parking – Out-patients whose visits last longer than three

hours should ask clinic or ward staff to validate their car parkingtickets for a maximum charge of £2. (Note this concession onlyapplies to patients and not to visitors) Relatives ofcritically/terminally ill in-patients who stay for long periods can alsoask ward staff to validate their car parking ticket for a maximumcharge of £2. Car parking charges are reduced to £2 for evenings(5.30pm onwards) and weekends.Drop-off parking – Drivers can drop off patients in the drop-off/pick-up areas near the hospital entrances. There is no chargefor drop-off parking as long as your visit lasts under half an hour.Disabled parking –There is no parking charge for disabled driversand the hospital has more than 80 disabled parking bays. Many arenext to the entrances but further disabled spaces can be found ineach car park. If you need assistance when you arrive at thehospital please ask at a reception desk.

Getting here by trainThe nearest train station to the hospital is Norwich Station. Taxisare available from outside the station or the First Bus routes 12 and24 run from near the train station to and from the NNUH.

For further information on train times and fares call National RailEnquiries on 08457 48 49 50.

Cycle facilitiesThere is a cycle path around the hospital and extensive cycleparking in the plaza area near to the East and West Out-patiententrances, plus a smaller number of cycle spaces outside the In-patient and Colney Centre entrances. There is no charge forparking bicycles.

Motorcycle parkingThere are 80 parking spaces provided for motorcycles on eitherside of the staff car park E. These spaces are not covered but thereare secure bars to chain motorcycles to. There is no charge forparking motorcycles.

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Community Car SchemesCommunity and voluntary car schemes supplement public transportservices by targeting passengers who have particular difficulty usingconventional public transport, such as buses and trains. Theseschemes also operate in rural areas where public transport servicesare not as frequent. Although there is a charge for using the service,it can be cheaper than using a taxi.

The service can be booked in advance to pick you up at an exacttime. Some schemes specialise in transport to medical appointmentswhile others will undertake journeys for a variety of reasons.Community car schemes help those people who:• are elderly• have impaired mobility• are unable to use own or public transport• live in rural communities.

Transport Plus covers most of Norfolk but there are a number oflocal schemes which can be found on the NNUH website underpatient transport or by contacting the Travel Office at the NNUH.

Patient TransportIn certain circumstances the NHS can provide free patient transportif you have a medical need and have no other access to private orpublic transport. In order to get patient transport you will need tospeak to staff in the department you are attending. Non-EmergencyPatient Transport Services (NEPTS) are restricted to those patientswho have a clear medical need that prevents them from using publicor community-based transport.

The hospital will carry out a medical assessment to determinepatients eligibility for NEPTS.

NEPTS only covers journeys to and from hospital. It does not covertravel to your GP, dentist or optician.

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Patients are advised to use this service only when absolutelynecessary for a medical need, for example, someone who cannotwalk without assistance or someone requiring oxygen en-route. Thisservice is for patients only – family members are expected to maketheir own way to the hospital

Entrances and opening hoursThe hospital's In-patient West and Centre Block entrance on Level 1is the only entrance open 24 hours a day (with the exception of theA&E entrance). West and East Out-patients entrances on Level 2 areopen from 6.45am to 8.00pm. East and West Atrium entrances onLevel 2 and the East Atrium on Level 1 are open from 6.00am to11.00pm. The Jenny Lind Children's Department entrance is openfrom 6.45am until 10.00pm and the Colney Centre entrance from6.45am to 11.00pm.

Reception desksAt each of the In-patient and Out-patient hospital entrances you willfind a Reception Desk where a member of staff or volunteer will beable to help and direct you to the area of the hospital you arevisiting. They will also be able to look up on the Hospital computersystem which Ward your friend or relative may have been moved to.The wards and departments are signposted from the entrances andmain hospital corridors. The reception desks are manned fromMonday to Friday 8.30am - 4.00pm (East and West Outpatients),7.00am - 6.00pm (East In-patients) and there is someone on WestIn-patients 24 hours a day every day. Disabled (Blue badge holders)are able to have their car park ticket validated for no charge at thesedesks during these times.

Meet and Greet volunteersWhen you arrive at the hospital you may also see one of our Meetand Greet volunteers. They are there to help you find thedepartment you need. You can recognise them by their redwaistcoats/jackets.

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Information for In-patientsThis section contains useful information for anyone coming tothe hospital as an in-patient. Each ward has its own routineand staff will be happy to answer any questions you have orto discuss your concerns.

What to bring (checklist)We suggest you bring:• Two sets of nightwear• Soft shoes or slippers • Spectacles (if normally worn) • Hearing Aids (if normally worn) • Washing and toiletry items (including toothbrush and

toothpaste)• Tissues• Sanitary towels (if required)• Electric razor or razor and shaving soap• Hand wipes• Books / magazines• Any specialist equipment e.g. powered wheelchairs (battery

charging facilities will be available)Please do not bring:• Talcum Powder• Valuables / large amounts of cash• Alcohol• TVs or portable radios/sound systems• Mobile telephones• Large suitcases

Personal property/valuablesThe hospital cannot accept any responsibility for personalbelongings or valuables. If you do bring any valuable items intohospital please let a nurse know. You should give any large amountsof cash or valuable items to a nurse who will give you a receipt andensure that they are kept safe while you are in hospital.

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MedicationPlease bring with you any medicines, tablets or inhalers that youare taking, including any which have not been prescribed by yourdoctor. Please show them to the staff when you arrive on theward so we can check your medication history.

AllergiesIf you have or suspect you have any type of allergy, for example anallergy to latex, please inform a member of ward staff before youreceive any treatment.

Arriving as an in-patientTake the exit from the hospital roundabout, signposted to Wards.You can be dropped off right outside the hospital entrance. Pleasego to the reception desk inside the In-patients East and CentreBlock entrance, Level 1. You will then be given directions orescorted directly to the ward. Try to arrange for a friend or relativeto come with you to take away any belongings or valuables thatyou do not need to keep with you in hospital. On arrival at thehospital your name, personal details and details of your next of kinwill be checked. Please make sure you bring this information withyou.

Identity bracelets In the interest of your safety you will be asked to wear an identitybracelet during your hospital stay. Please check that your detailson this are correct. You should not remove the bracelet until youare discharged from the hospital.

Nursing teamsThe nursing staff work in teams that look after different groups ofpatients on the wards. At the start of every shift you can expectthe nurses who will be looking after you to come and introducethemselves.

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Single sex wardsAll of the wards have separate single sex bays and individual rooms.All toilets and bathrooms are single, lockable rooms. Single sextoilets are provided on every ward. While we always try to respectour patients' preferences for single sex accommodation, there maybe occasions when it is not possible, for example on the IntensiveCare and Coronary Care.

Visiting on wardsPredominantly visiting hours are from 2.00pm to 4.00pm and6.00pm to 8.00pm with some agreed exceptions or byarrangement/agreement with the nurse in charge. Details of visitingtimes and any ward restrictions (e.g. no flowers) are displayed at theentrance to the ward. Please telephone the ward before visiting tocheck on visiting hours and restrictions. We also ask that no morethan two visitors be at each patient's bedside at any one time andthat relatives always check with ward staff about visiting patients onthe day of their operation. Visitors are requested to wash theirhands or use the alcohol gel when entering and leaving the ward.Please do not sit on the beds. If you are feeling ill yourself or havejust been ill it is not advisable to visit as you may pick up a furtherinfection if your immune system is weak or you may give your illnessto the patient and this may hinder their recovery. Please ensure youwash you hands after using the toilets. Please see “Good VisitingGuide” on the back of this booklet.

Protected mealtimesSome wards operate a protected mealtime system. This enablespatients to be in an environment which is relaxing and willencourage and support them to eat well during their period ofillness. This in turn will help to facilitate a good recovery. Theprotected mealtime will be a period of one hour when other staffand visitors will not be allowed on the ward, except for an urgent oremergency situation. For those patients who are nil by mouth or areunable to eat for whatever reason, they will also have theopportunity to have some quality time away from interruptions.

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Infection controlSome patients come into hospital with infections or infectiousdiseases and others may, due to the nature of their medicalcondition or type of investigation/operation, be more at risk ofgetting an infection. It is the hospital's policy to screen somepatients for the presence of bacteria before surgery so that wecan try to prevent infection. If an infection is found we may needto nurse you in a single room until you are better.You can help reduce the spread of infection by: • Making sure you and your visitors wash or gel your hands

regularly, when entering and leaving the ward, after going to the toilet and before eating

• Avoid touching your wounds, drips, drains or catheters but if you do so by accident, then wash your hands

• If you are unable to get to a handwash basin independently, please ask the staff to assist you

• Ask relatives to sit on a chair, not your bed• Any staff wishing to examine you should have clean hands;

they will either wash and dry them at the sink or use the alcohol gel in dispensers. If you are not sure if they have donethis you can ask them. Sometimes staff need to wear gloves and other protective clothing to protect them from contamination but this is rarely necessary for visitors

• Ask any friends and family who are unwell themselves to postpone their visit until they are better

• Check with nursing staff if you wish to bring in fresh food, asit will need to be labelled and stored correctly.

If you are unhappy with practices you see in the hospital orcleanliness we urge you to discuss this with hospital staff at thetime in order that problems can be quickly rectified with thoseconcerned. More information about infection control can befound on the Trust website.

Patient cateringThis hospital aims to provide food that is nutritionally suitable for allour patients. Patients in hospital are served three meals (with achoice of hot or cold dishes) and seven drinks a day at a time agreedby the staff on each ward. Patients who miss a meal will beprovided with a snack box and drink when requested.

We cater for patients who require diets for medical, religious orcultural reasons. Please inform the ward staff as soon as possible sothis can be arranged.

We strive to uphold the principles of healthy food choices , and thesupply of special diets for medical reasons. We cannot provide fordiets that go against best practice. However, if you are following adiet that has not been recommended by a healthcare professionalthe hospital menus should cater for the majority of your needs. Youwill also find an extensive range of alternative meals available atreasonable prices in the restaurants onsite.

Eating and drinking during illnessIt is not unusual for people to lose their appetite when they areunwell. This may be due to the illness itself, the treatment or thereason may be psychological.

Eating and drinking whilst in hospital is important as it will help:• Fight infection• Maintain weight• Promote healing• Speed recoveryIt is best to try to eat little and often when the appetite is poor.

Most patients find their appetite improves/returns to normal oncethey are back in their usual routine at home. If they are in hospitalonly for a short while, their poor appetite should not cause any long-term problems.

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Every patient is screened on admission to hospital to see if they areat risk of becoming malnourished. If there is concern about apatient's appetite their food intake will be monitored and they willbe encouraged to eat higher calorie/protein foods. They will also beoffered snacks and milky drinks between meals and help witheating, if required.

Other ways to help increase a patient's food intake:• It may be useful to bring in their preferred foods (please check

with nursing staff prior to doing this).• If patients are well enough they could be taken to the hospital

restaurant or café for a meal.• Ask to speak with the Ward Caterer about the availability of

preferred foods.• Bring in snacks for between meals that can be kept by the side

of the bed such as fruit, biscuits, sweets, chocolate, crisps, pots of longlife custard or rice pudding.

Due to food hygiene rules and regulations please avoid bringing anyfood that needs to be kept in a refrigerator or any food that wouldneed to be reheated.

Bedside entertainment Most in-patients have access to the Hospedia (formerly Patientline)bedside entertainment system, which includes pay-to-use television,a telephone and free access to radio. The following services areavailable through the entertainment system: Radio All available stations are free for all patients at all timesTelephone• Patients do not pay for incoming telephone calls. However

incoming calls do cost the caller 49p per minute at peak times (Monday to Friday 8.00am to 6.00pm) and 39p off peak (Evenings and weekends)

• Patients making outgoing calls to another landline are charged 10p a minute unless using one of the entertainment bundles (then all outgoing calls to 01, 02 and 03 numbers are free and

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calls to all mobile networks cost 25p per minute when one of theTV bundles is activated) All other times call charges are 60p per minute to all networks.

• Free messaging service to inform friends and loved ones of contact details

• Free personal answer phone facility Television• Various packages including free 01,02 and 03 calls designed

around the duration of your stay ask your Hospedia representative for details.

• Free TV between 7.00am - 9.00pm on children's wards only (Games can be purchased for £1.00 for 24 hrs)

• Free Hospedia information channel • 20 TV channels GamesGames are free once TV is purchased on all other wards

Payment optionsVending machines are sited on most wards, and in the west and eastatriums servicing all wards, or via Hospedia staff. Patients can uploadcredit by credit /debit card at their bedside.

Hospital Radio, Norwich (HRN)HRN is a voluntary organisation which exists purely for patients inNorwich hospitals. HRN broadcasts free on Channel 1, 24 hours perday, through the Hospedia system. Just register, it is not necessaryto purchase a card. HRN can be reached on 01603 612686.

You are also welcome to use a personal stereo with headphones ifyou wish and there are televisions showing the five terrestrialchannels in the ward day-rooms, for which there is no charge.

Dayroom televisions Patients and visitors on wards also have free access to the fiveterrestrial television channels which can be found on dayroom TVs.

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Telephone callsAll patients have access to their own Hospedia telephones to makeand receive calls at their bedside. Telephone cards to use this servicecan be purchased from dispensers at ward entrances. Friends andrelatives may call the ward telephone number to find out how youare and leave a message for the nursing staff to pass on however itis helpful if you have only one person contacting the ward ratherthan lots of people asking for the same information. The wardtelephone is not available for patients to make calls.

Canaries for the CommunityDuring the football season, Duncan MacInnes, a volunteer withNorwich City Football Club (NCFC), visits the hospital once a weekto show patients the latest NCFC highlights on a laptop computer.If you would like this free service, please call Duncan on 01603431059 or speak to a ward volunteer.

Laundry The hospital cannot do any personal laundry. Please ensure thatyou bring into hospital any clothing you are likely to need for yourstay. Please ask your visitors to take any laundry home.

LibraryThe Norfolk County Library and Information Service provides acomprehensive selection of large print, small print and audio books.Volunteers from the St John's Library Service bring the trolleys toyour bedside. They not only help you to choose your books but willalso have time to listen and talk. The trolley service visits the wardsregularly.

Social workers Social workers are based in the hospital and can give advice, supportor practical help. Please ask the nurse looking after you to arrangefor a member of the social services team to visit you.

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Discharge arrangementsThe nursing staff on your ward will discuss and agree with you plansfor your discharge from hospital and any continuing care needs youmay have. If you feel concerned about your discharge from hospital,please discuss this with a member of the ward team.

The British Red Cross "Home From Hospital Scheme" can sometimesprovide a service for patients over the age of 60 once they go home.The service is free, with trained volunteers offering support, adviceand practical help such as settling you back at home immediatelyafter discharge, shopping, preparing light meals and collectingprescriptions. Information regarding this service is available by yourbedside.

Accommodation for relativesInformation about local hotels and guesthouses is available fromreception desks East and West In-patients, Level 1. Alternativelycontact the Norwich Tourist Information Centre on 01603 666071during office hours or 01603 761082 out of hours.

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How we can help youIf you have any problems or concerns whilst in hospital thefollowing people can help.

Hospital staffOur staff are here to help you and if you have any questions orconcerns please feel free to raise them. Each ward has anexperienced sister or charge nurse who is responsible for the wardand you should raise any issues with them in the first instance.

The hospital employs Modern Matrons who are experienced nurseswith the power to help deal with any problems facing patients andfamilies.

Patient Advice and Liaison Service (PALS)PALS is a confidential service available in every hospital, NHS Trustand GP practice. PALS may be contacted if the staff you deal withare unable to help with your questions or concerns, or if you simplyfeel more comfortable speaking to somebody else. PALS can:• Help to answer your questions about the hospital or your care• Listen to your suggestions for improving services • Respond to your concerns and problems • Advise and support you if things go wrong• Help the hospital to learn from patient experiences.You can contact our hospital PALS team by calling 01603 289036or by asking a member of staff to get in touch with PALS for you.

Learning from experienceWe always try to give the very best care and we understand that inany large organisation, despite the very best efforts, sometimesthings go wrong and mistakes are made.

We do have a very well-developed system for reporting andinvestigating patient safety incidents, and for putting in place thelessons we have learned. If you, or someone close to you, suffersharm as the result of an incident there a number of things that willhappen.

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• We will do all we can to treat and correct any physical harm which may have resulted from the incident

• We will tell the patient and relatives (as appropriate) what has happened and what is being done, and we will offer support through the Patient Advice and Liaison team

• We will report the incident to the relevant authorities• We will investigate to find out what went wrong• We will do our best to allocate responsibility fairly• We will offer staff support throughout an investigation• We will report back to the patient, or his or her family, the

outcome of the investigation and the actions we plan to improve safety in the future

• We will share the lessons learnt with the rest of the NHS to helpimprove patient safety everywhere.

We will do the above as openly and as promptly as we can. Webelieve that only by open investigation and discussion of patientsafety incidents can we identify what causes them and preventfuture harm. We know that it is important to continue to improve.The more we can learn from incidents the better and safer care we,and the rest of the NHS, can deliver in the future.

Complaints procedure We welcome any comments you have about our facilities andservices. An information leaflet "Help us to help you" is available onthe wards and at reception desks.

If you do have any comments or complaints, we want to knowabout them so we can take action. Please talk to the nurse in chargeof your ward or the departmental manager if you have a complaintor suggestion. If that fails to resolve the problem please write to:

Chief ExecutiveNorfolk and Norwich University HospitalColney LaneNorwichNR4 7UY

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UniformsThe roles our staff carry out are easily recognised by the uniformsthey wear. Below is a guide to the different uniforms worn byour staff.

Ward Manager/Matron

Staff Nurse HealthcareAssistant

InfectionControl

Ward HouseKeeper

Radiographer RadiologyAssistant

OccupationalTherapist (OT)

OT Assistant

Physiotherapist PhysiotherapyAssistant

DieteticAssistant

General hospital information

Your NHS NumberEveryone registered with the NHS in England and Wales has theirown NHS number. It is a unique national patient identifier, used tohelp us to match you to your health records. Each NHS number is aunique 10-digit number which is printed on any writtencommunication you receive from us. Patients do not need to knowtheir NHS Number to receive NHS care, however if you do know yournumber when you come into hospital it can help those treating you.

Information we need from patientsFor both in-patients and out-patients we need to check personaldetails such as name, address, date of birth and family doctor, andour reception staff also need to ask all patients the followingquestions:

• You will be asked where you have lived for the past 12 months andcan you show that you have the right to live here* – This is becausehospital treatment is free to people who live in the UK. If you do notlive here all the time then you may be required to pay for anytreatment you might need. This is regardless of whether you are aBritish citizen or have lived or worked here in the past. *Evidenceincludes passport, visa, council tax or utility bill, bank statement etc.

The Overseas Visitors Liaison Officer from the hospital will decidewhether, in accordance with the regulations, you should pay fortreatment. You may be asked to provide evidence to support anyclaim to free treatment.

• Ethnic origin – We are also required to ask for your ethnic origin.All patients are asked this question and you should choose thegroup which you most closely identify with. (NB: British includesEnglish, Northern Irish, Scottish, Welsh)

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We need to ask all patients this question so we can make sure weprovide a service for the whole community and to identify healthneeds among all ethnic groups. Once this information has beencollected from you at the first visit, it is recorded on the system andyou should not be asked for it again.

Patients who miss appointmentsSometimes patients fail to tell us they will not be coming to theirappointments. The cost at this hospital of appointments that aremissed without warning comes to £1.5 million every year. Ifpatients cancel their out-patient appointments or in-patientadmissions twice, or miss an appointment once without giving anynotice, they may be taken off the waiting list and returned to thecare of their GP.

Special needsIf you have any special needs please let us know. Staff will behappy to discuss any of your needs with you before you come tohospital. • Each ward has bathrooms and toilets which have been designed

for use by individuals using wheelchairs. • Toilets for disabled people and wheelchair users are available

throughout the hospital and are identified by the wheelchair symbol.

• The main reception areas and the reception desk in the Ear, Nose and Throat department are fitted with an induction loop to assist people with hearing impairment.

WheelchairsWheelchairs can be found in the main In-patient and Out-patiententrances. If one is not available, please ask a member of receptionstaff for assistance. Patients and visitors are requested to ensurethe prompt return of wheelchairs. Some wheelchairs require a £1coin which is refunded when the wheelchair is returned to itscollection point.

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Translation/interpretation facilities The hospital subscribes to an interpreting and translation service,which provides 24 hour telephone access to trained interpreters. Thehospital pays for these services and there is no cost to patients.

If you need an interpreter, please let the ward or out-patientdepartment know which service you need (this includes British SignLanguage and lip-speakers for the deaf).

ChaplaincyChaplains work in the hospital to provide pastoral, spiritual andreligious care for people of all faiths and backgrounds, either directlyor by contacting an appropriate minister of religion. You can askhospital staff to arrange for a Chaplain to visit or you can call 01603287470 and leave a message.

There is a Chaplain on call through the switchboard 24 hours perday. The hospital chapel (Level 1, Centre Block) is always open andis available to all for private prayer or just a time of quiet. Anyoneof any faith can use the chapel. There is also a multi-faith prayerroom available.

Communion services are held in the chapel at 12.00 midday onWednesdays and 10.30am on Sunday morning; prayers for thehospital are also said each weekday at 9.00am.

BereavementThe Bereavement Office is open Monday to Friday 9.30am to4.00pm. Bereavement advisers are available to provide initialsupport and help to families and friends of patients who have diedin the hospital. Further information is available in the BereavementBooklet, given to relatives when a patient dies, or on the Trustwebsite.

To collect the death certificate please telephone 01603 287165 or287166 to make an appointment. The local Registrar's office is in

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Norwich city centre. Call 01603 767600 to make an appointment.

We are sensitive to different cultural needs so please make staffaware of any specific requirements you may have.

Toilets/baby-changing facilitiesThe hospital has toilets in all the public areas. Some are single roomswhich can be used by either men or women. Toilets designed for thedisabled carry the disabled sign but they can also be used by theable-bodied and by both sexes. There are also baby-changing roomsin a number of locations, ask at one of our main receptions fordirections to the nearest one.

ShopsWRVS shop - located on Level 1 of the East Atrium (open 8.00amto 8.00pm weekdays and 12 noon to 6.00pm at weekends, sevendays a week). Amigo - located outside the entrance to West Out-patients (open8.00am to 8.00pm weekdays and 9.00am to 6.00pm at theweekend). Both these shops sell a wide range of convenience items whichinclude toiletries, fruit, newspapers and magazines. Stock Shop, a women's fashion shop, located on Level 2 of theWest Atrium behind Amigo, open 9.00am to 5.30pm Monday toFriday and 12 noon to 5.30pm on Saturdays.

Cash MachinesThe hospital has two cash dispensing machines, one located onLevel 2 of the East Atrium, and another within the Amigo shop. Themachines are provided by the Nationwide Building Society andaccepts most bank cards.

Restaurant/Coffee shopsThe main hospital restaurant is in the West Atrium and serves hotand cold meals and drinks from 7.00am to 2.30am, seven days aweek.

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There are coffee shops in each of the East and West Out-patientreception areas which are open between 9.00am and 5.00pm onweekdays only. There is also a large coffee shop Deli-Food 2 Go onthe hospital plaza (open 7.00am to 7.00pm Monday to Friday andfrom 9.00am to 5.00pm at the weekends).

Vending machinesThere are a number of vending machines in waiting and receptionareas throughout the hospital which supply both cold and hot drinksas well as snacks.

ChildrenWe ask that all parents and guardians ensure their children aresupervised at all times. There is an outdoor children's playgroundnext to the Jenny Lind Children's Department on Level 2 (Westblock). It has safety flooring and is designed for children under theage of 10.

PetsWith the exception of guide dogs for the blind and hearing dogs forthe deaf, pets are not allowed inside the hospital for hygienereasons.

Big C Cancer Information and Support CentreOur Big C Cancer Information and Support Centre is open topatients, families and carers and provides support for those affectedby cancer.

It is open Monday to Friday, 9.30am to 4.30pm and on the firstWednesday of the month until 7.00pm. It is essentially a drop incentre for people to call in as and when they wish, to talk to staff,gather information, and access services such as complementarytherapies, relaxation group, Citizens Advice sessions, counselling,wig fitting, Look Good Feel Better sessions, scarf tying workshopsand our Wellbeing Programme.

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The Big C Centre is adjacent to the Colney Centre, near to the mainhospital roundabout. Staff can visit you on the ward if you areunable to get to the Centre. They can be contacted on 01603286112 or 286113 (there is a voicemail facility for out of hours) oremail cancer.information@nnuh.nhs.uk.

Closed circuit television cameras (CCTV)For your safety and security we have CCTV cameras operating in thehospital buildings and grounds. These are closely monitored bysecurity staff.

Mobile phones/computersMobile phones can give out signals that interfere with medicalequipment. We ask all patients and visitors to only use mobiles inpublic areas of the hospital and not in wards or clinical areas wheremobiles should be switched off at all times.Computers/laptops – In order to protect the hospital's computersystems from viruses and to keep patient information private, wecannot allow patients' or visitors' laptops or computers to beconnected to the hospital's systems. However access to the internetcan be obtained through Hospedia.

Payphones/postboxesThe hospital has a total of 44 public payphones in all the mainreception/waiting areas of the hospital. These also provide freephone access to a local taxi service. There are also payphones in allday rooms.

There are two Royal Mail postboxes on the hospital site - one outsidethe West Out-patient entrance and one on Level 2 of the EastAtrium.

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Smoke Free policyWe have a Smoke Free policy that does not permit smokinganywhere on our premises; including buildings, grounds or vehicles.The policy applies to staff, contractors, visitors and patients and wasadopted in order to:• Protect and improve the health of patients, visitors, staff

and contractors• Protect both smokers and non-smokers from the danger to

their health of exposure to environmental tobacco smoke• Set a health improvement example to other employers and

workforces.The Trust considers that, as a health organisation, we have aresponsibility to encourage good health and to help tackle majorcauses of ill health. Anyone who would like help to give up smokingcan call Norfolk's NHS Cignificant service on 0800 0854 113.

Safe and secure hospitalOur staff come to work to care for others, not to become victims ofviolence, threatening behaviour, physical, verbal, racial abuse ordiscrimination. Any patient or visitor who treats any member ofstaff in this way will be removed from the premises and may besubject to police/hospital prosecution.

It is unacceptable for patients to refuse treatment, care or servicefrom a member of staff if this refusal is based on discrimination, forexample skin colour, race, religion or ethnic origin of the staffmember. Refusal to accept treatment from a member of staff onthese grounds may be seen as a refusal to accept medical care bythe Trust. If you suffer, or feel you suffer from discriminatorytreatment whilst you are in hospital, please contact a senior staffmember.

Confidentiality and access to medical recordsData Protection Act – Under the Data Protection Act, we have alegal duty to protect any information we collect from you. We willonly use your information for the purposes of providing your

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healthcare and for training and monitoring purposes. In the courseof your care we may need to share your information within the NHSand with partner organisations. We use leading technologies tosafeguard your data, and keep strict security standards to preventany unauthorised access to it.

Access to health records – All patients have the right to see theirown medical records. Write to the Health Records Manager, HealthRecords Library, Francis Centre, Units 20-28 Francis Way, BowthorpeIndustrial Estate, Norwich, NR4 9JA, or phone 01603 288725 or288858 to request their details. There are charges to get copies of your health records including anadministration fee, and any photocopying and postage costs up toa maximum of £50.

Freedom of Information Act – People are asked to view ourwebsite www.nnuh.nhs.uk for our Freedom of Information (FOI)Publication Scheme and an online FOI disclosure log which lists allthe FOI requests and responses we have had. Experience shows usthat many people make an information request without firstchecking to see if the information is already publicly available. Veryoften it is already available on the website and we recommend thatpeople check the website first before making a request.

If you want to make a request under the Freedom of InformationAct, it must be in writing to the Freedom of Information Officer, c/oCommunications, Norfolk and Norwich University Hospital, ColneyLane, Norwich, NR4 7UY, or email foi@nnuh.nhs.uk and we willrespond within 20 working days.

ConsentIf you are having an operation while you are in hospital your doctorwill discuss this with you and ask you to sign a consent form. If yourequire an anaesthetic you will also have the opportunity to discussthis with your anaesthetist. Please remember that the medical andnursing staff are happy to answer any questions that you may have.

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StudentsThis Trust trains a wide range of healthcare professionals includingmedical students from the University of East Anglia. It is importantthat they should see, talk to and examine real patients as part oftheir training. We depend on the goodwill of patients to make thispossible. We do not wish to intrude on your privacy without yourconsent but it is likely that one or more students may observe whilea member of staff talks to you, examines or treats you. If you do notwish the medical students to be present, you may tell the staff andthe students will leave the room.

Fire precautionsIn the event of an alarm sounding while you are in the hospitalplease follow the instructions given by staff.

Medical equipmentDuring your stay in hospital you may be connected to equipment aspart of your treatment. This should not be touched or interferedwith. In particular children or others should not be allowed to playwith the equipment. There is a risk of it switching off, changing thesettings or even damaging the equipment. Should the equipmentsound an alarm or you have any concerns on how it may beworking, please ask a nurse.

Patient health and safetyFor every patient we try to identify things that may affect your safetyor the safety of our staff. Staff may complete a care plan or otherpaperwork that may record that you need to be moved in aparticular way or need special equipment. These needs may have tobe communicated to other staff in the hospital when you movebetween wards and departments or when there is a change of staffcaring for you. We will always maintain confidentiality in thesematters.

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Travel claims If you are receiving certain benefits (such as Guarantee PensionCredit, Income Support, Job Seekers Allowance - income based,NHS Tax Credit Exemption Certificate, HC2 or HC3 Certificate forhelp with costs) you may be able to claim for your travellingexpenses and car park charges when coming to hospital fortreatment. The Department of Health leaflet HC11, Are you entitledto help with health costs? explains this in detail. You will need toproduce current proof of the benefit you receive, together withproof of your appointment. Please note the hospital is not authorised to pay:• Taxi fares or mileage for patients who have travelled by hospital

transport• If your benefit letter is dated more than three months from the

date of appointment• For hospital visits to in-patients or accompanying a patient, unless

under exceptional circumstances• Carers can only claim for reimbursement if supported by an

appropriate letter of authorisation.

Sick notesPatients who have been away from work ill for seven days or less donot need a sick note from a doctor. Your employer will want you tofill in a self-certification form for an illness that lasts for seven daysor less. That form may be your employer's own or it could be anInland Revenue form (SC2) that your employer will give you. Thatself-certification form needs to go back to your employer. If you areaway from work for more than seven days in a row while under thecare of a hospital doctor, you will need a sick note from that doctor.

Volunteering at the hospitalWe have voluntary helpers working throughout the hospital and weare always keen to recruit new people. Roles are available withinwards, clinics, administration and wayfinding. If you have three tofive hours to spare per week and would like to offer your servicesplease contact the Volunteers Office on 01603 286060.

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Making a donationDonations can be made to the NNUH by either sending cheques tothe Finance department or in person at the Patient Services officelocated on Level 2, East Block. Cheques should be made payable tothe Norfolk and Norwich University Hospitals NHS Foundation Trust.

The name of the relevant department or ward will be needed whenmaking donations to ensure they are allocated correctly.

Charitable donations are used to improve the care and facilities weoffer where NHS funding is not available. The Norfolk and NorwichUniversity Hospital NHS Trust Charitable Fund is a registered charity(No. 1048170).

Hospital Arts Project (HAP)HAP is a charitable organisation founded in 1982 to provide aunique and stimulating environment for our patients, staff andvisitors. All the work undertaken by HAP is funded not by the NHSbut from charitable donations. Improving the environment foreveryone increases well-being and arts projects can take the form ofvisual art, sensory art and performance art. The role of HAP is tobrighten the environment and lives of all who come to our hospitals.

If you would like more information about HAP please call EmmaJarvis, hospital arts project co-ordinator, on 01603 28787 or visitwww.nnuh.nhs.uk/arts

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Patients' Rights and Responsibilities

Every patient and visitor has the right to:• Be treated with respect and courtesy. To have privacy,

confidentiality, dignity and personal/cultural beliefs respected• Be involved in your care at every stage and to receive clear,

understandable information from us• Know the name of the people treating/caring for you and their role

in your care• Be kept fully informed of waiting times, delays and cancellations.• Be accompanied to hospital by a friend or relative, if you so wish• Have the right to refuse treatment. The results of refusing treatment

will be made clear to you• Be informed of the hospital policies relevant to you• Provide feedback which helps us to improve the quality of care we

offer• Know what is being written about you at the time it is being written• Have access to your health records.

Every patient and visitor has a responsibility to:• Behave reasonably, treating staff with courtesy and respect• Provide full information about past or present illnesses and other

health matters which will help us to treat you• Confirm that you understand the treatment being provided and

course of action• Follow recommended treatment plans. Patients are responsible for

the consequences of refusing treatment or not following professional advice

• Be considerate by keeping noise down, not smoking, keeping visitors limited to two per bed, and abiding by hand hygiene practice

• Tell an appropriate member of staff if you cannot make an appointment - alternative arrangements can be made so other patients can attend

• Consider participating in education, training and research for the benefit of others.

Developed by the Patient Panel of the Norfolk and Norwich University Hospital NHS Trust, 2006.

Your hospitals need you

The Norfolk and Norwich University Hospitals NHS Foundation Trust,which runs hospitals in Norwich and Cromer is looking for membersto get involved to play an important role in helping us shape thehealth services we offer.

Being an NHS Foundation Trust means we are accountable to localpeople like you and we want to invite you to become a Member. It'sfree to join and open to anyone over the age of 12 who lives inNorfolk and Waveney.

Becoming a Member will mean that you can:

• Get involved in areas that interest you• Receive regular updates about our work• Receive invites to events for members about health topics• Vote in elections for Governors and stand for election as a

Governor

As a Governor you will be able to influence future strategies and theprovision of services.

We are proud of our hospitals but we know that they can be evenbetter with your help. All you need to do to help is join us as amember.

Please take a minute to fill in the membership application formopposite and return to:

Foundation Trust OfficeNorfolk and Norwich University Hospitals NHS Foundation TrustFREEPOST Plus RRJT-ERAK-YEKZColney Lane, NorwichNR4 7UY

For further information about Foundation Trusts either visitwww.nnuh.nhs.uk/Page/FT or telephone 01603 287200 for aninformation leaflet.

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Your hospitals need you

The Norfolk and Norwich University Hospitals NHS FoundationTrust, which runs hospitals in Norwich and Cromer, is looking formembers to get involved to play an important role in helping usshape the health services we offer local people.

Being an NHS Foundation Trust means we are accountable to localpeople like you and we want to invite you to become a Member.It's free to join and open to anyone over the age of 12 who lives inNorfolk and Waveney.

Becoming a Member will mean that you can:

• Get involved in areas that interest you• Receive regular updates about our work• Receive invites to events for members about health topics• Vote in elections for Governors and stand for election as a

Governor

As a Governor you will be able to influence future strategies andthe provision of services.

Membership Application Form

Please register me as a member of the Norfolk and NorwichUniversity Hospitals NHS Foundation Trust.

My details are:Title: Mr / Miss / Ms / Mrs / Dr / Other(delete as appropriate)

First Name.................................................................................

Last Name.................................................................................

Address.....................................................................................

.................................................................................................

.................................................................................................

Town / City................................................................................

County......................................................................................

Post Code.................................................................................

Telephone Number

Home.......................................................................................

Work.......................................................................................

Mobile.....................................................................................

Email.......................................................................................

How do you wish to be contacted?

(please tick one)

Email

Post

Telephone (via home/mobile or work)

Don’t Mind

Ensuring Representative Membership

This section allows us to ensure that our membership reflects thediversity of our community.

Are you: Male Female

Age Group: 12-15 16-18 19-35 36-50 51-65 66-80 81+

Date of birth........................................

Do you have a disability? Yes No

To which ethnic group do you belong?(please tick one)

White British White Irish White Other Black Caribbean Black African Black OtherAsian Indian Asian Bangladeshi Asian Pakistani Asian Other Mixed White & Black CaribbeanMixed White & Asian Mixed White & Black African Mixed Other Chinese Other Ethnic GroupUnknown Not stated

I declare that I am eligible and would like to register myinterest in becoming a member

Signed ................................................................................

Date ....................................................

Information contained in this booklet is correct attime of going to print

This leaflet is also available upon request in various formats and languages.

Contact Communications on 01603 289821

For all other enquiries please contactswitchboard on 01603 286286

Norfolk and Norwich University HospitalColney Lane

NorwichNR4 7UY

web: www.nnuh.nhs.ukemail: communications@nnuh.nhs.uk

Communications/v6/12/09