Welcome to the Marie Curie Hospice, · We have vending machines in the restaurant where your...

Welcome to the Marie Curie Hospice,

Hampstead

We’ve put together this folder with information about

our hospice that you might find useful such as the

services we offer, how we can help and what you

can expect from us.

We want you to have a really comfortable stay with

us, and get the most out of what we can offer. So

just let us know if there’s anything that you need or

something we can do for you, your family and your

friends.

You can always speak to your nurse if you have any

questions or concerns about your care, or have any

thoughts or suggestions about our hospice.

We’re here to provide you, and those close to you, with our very best care

and support.

Jackie Laidlaw, Hospice Manager

Marie Curie Hospice, Hampstead

11 Lyndhurst Gardens, London, NW3 5NS

Reception: 020 7853 3400

Keats Ward: 020 7853 3416

Heath Ward: 020 7853 3418

Email: [email protected]

mariecurie.org.uk/hampstead

Hospice information for in-patient care Page 1

Contents Your room 2

Food and drink 5

Medication 6

Information for your visitors 7

Preventing infections and how you can help 9

How to reduce your risk of falling 11

Our services and how we can help 12

Sources of information and other support for you 15

General information 16

How we keep your information safe and confidential 17

Let us know what you think 18

A little about Marie Curie 19

How you can support our work 21

List of TV channels and radio stations 22


Your room

Your bed

As your bed is adjustable, our nursing

staff will explain to you how the bed’s

control buttons work.

We want you to be as comfortable as

possible, so let us know if you need

any extra blankets, duvets or pillows.

Call bell

Your room has a call bell which you can use when you want us to

know you need help.

To activate it, press the orange button on the handset by your bed and

one of our nurses will be with you shortly.

Light switches

Your room’s light switches are located by the door and on your

handset.

Handrails

We’ve installed handrails to help you move around the bathroom and

when you’re using the toilet. We also have handrails along the ward

corridors.

Wardrobe/bedside locker

To keep your room tidy, you can store your belongings such as

toiletries, nightwear, underwear, non-slip slippers and day clothes in

the wardrobe/bedside locker.

Towels and laundry

We’ll provide you with fresh towels as and when you need them. As we

don’t have laundry facilities at our hospice, please ask your relatives or

friends to take your laundry home.

In certain situations, we can arrange to have some of your items

washed. Please note that, because of infection control measures, we’ll

wash clothing items at 60 degrees centigrade. However, we’re not able

to be held responsible for any damage that may result from it.


Mobile phone

You can use your mobile phone in our hospice. We just ask that you’re

considerate of other people when talking on your phone, and that you

keep your phone on silent mode.

Newspapers

If your visitors are unable to bring you a newspaper, ask our staff if

you’d like their help to buy one for you.

TV and books

If your bedroom has a TV, please see page 22 for the TV channels

and radio stations guide. We also have a small selection of books in

our family rooms.

Internet access

We have Wi-Fi access in the hospice so you can use your own laptop,

phone or tablet. Please ask us for the access code.

Accessing the garden

You’re most welcome to use the garden it’s here for you to en oy. It

is fully accessible, so you can get there even if you’re using a

wheelchair, or are bed-bound.

Smoking

We have a smoke-free policy at the hospice. However we recognise

that some people may wish to smoke and we’ll try to make this possible

where reasonable. If you need nicotine replacement therapy, please ask

our nurse, pharmacist or doctor and they can discuss it with you.

For those wishing to smoke (including e-cigarettes), please follow the guidance below:

We don’t allow smoking inside, or in front of, the hospice at any time.

Our staff members are unable to accompany people who wish to smoke.

Please don’t use e-cigarettes if you’re using oxygen, or are close to

someone who’s using it, as it may ignite.

For people we care for at our hospice, smoking is allowed in

the smoking shelter inside the garden entrance between 9am and

9pm. As there’s limited space, we can only allow three people in the

shelter at any one time. The nurse-in-charge may agree for people to

smoke at other times, as long as this doesn’t cause a problem to

others or presents a health and safety risk.


Fire alarm

We test our fire alarm every Tuesday at 10am. If you hear the alarm at

any other time, please wait for instructions from our staff.

Valuables

As we’re unable to take responsibility for loss of or damage to your

valuables at our hospice, it’s best not to bring them with you.

If you do have valuable items with you, please ask our nursing staff to

lock them away while you’re staying with us.

Maintenance faults

If you notice any room or equipment faults, please let us know so we

can get them fixed.

Electrical items

If you bring any electrical items with you, our maintenance staff will

need to test them to ensure they are safe for use in the hospice.


Food and drink Our usual meal times Breakfast: From 8.45am, or when you wake up

Lunch: From 12.30pm

Evening meal: 5.30pm

We serve freshly prepared food,

all cooked by our in-house chef.

We always try to offer a wide

choice of dishes on our menu.

Our chef can also talk to you if

you have any special requests or

dietary needs.

While we may have our usual meal times, as above, you can still

request food at other times depending on when you want to eat.

There’s a menu book by your bedside. In addition to the daily

menu, you can order from our snack menu any time of the day.

If you have any food allergies, you can let our chef or one of our

nursing staff know. They’ll be able to advise you on the allergen

content in our menu items.

You can eat your meals in your room or in our lounge or caf .

Your visitors can also dine with you for a small charge ust order

their meals in advance with us.

If your relatives or friends wish to bring food for you, please

check with our staff. For health and safety reasons, we’ll need to

make sure the food your visitors bring for you can be stored and

eaten safely.

Refreshments and snacks

During the day, our hospice volunteers and housekeeping staff will

come round to provide you with hot drinks and make sure you have

drinking water in your room. They can also help you to order snack

food items whenever you’d like some.


Restaurant

Our hospice restaurant is open all day, everyday. We serve menu items on

request at any time between 8am and 6.30pm.

Breakfast: 8am to 10am

Lunch: 12pm to 2pm

Dinner: 5pm to 6.30pm, on request at the café counter

At other times of the day, until 6.30pm, light snacks and meals are

available.

We have vending machines in the restaurant where your visitors can buy hot and

cold drinks, and confectionary items.

Medication

Please make sure you have with you all the medication that you’re

currently taking, and do let your nurse know what they are.

Your named nurse will administer your regular medication as and

when you need to take them.

Our regular medication rounds begin at around:

9am

1pm

5pm

9pm

If you’d like to have your medication at a different time to our rounds

above, please talk to your nurse.

We can also provide you with any extra medication you need to help

with your symptoms, such as pain or nausea, so you’re as comfortable

as possible throughout your stay with us.


Information for your visitors Our hospice visiti ng hours are

flexible as we want your family

and friends to feel they’re

welcome to visit you at any time.

You may want to be mindful that

lots of visitors and late visits

might be tiring for you. Do tell us

if you’re expecting visitors

particularly early or late, or if you want some time on your own, so that

we can inform reception.

Your visitors can visit you in your room. You’re also welcome to use

the family room, one of the lounges, the quiet room, the restaurant or

our gardens.

Due to fire regulations, we can only allow up to eight visitors in your

room at any one time. And if you wish to leave the hospice to go out

for a short time, please let us know so we’re aware of where you are.

Children

We welcome visiting children at our hospice. We only ask that they are

supervised at all times while they are in the hospice.

However, we’re unable to allow children to stay overnight, on their

own, with you, as we’re unable to supervise them for you.

Pets

We know that pets can have a really

positive effect on people. So if you

have a pet you’d like to see, it may be

possible to bring it in.

Please check with us first before

making arrangements for your pet to

visit, and we’ll try to make it possible

for you to do so.

Smoking

We have a smoke-free policy inside our hospice building. For information on our designated smoking areas, see page 3.


Parking

Parking at the hospice is free – your visitor should let our reception staff know that they’ve parked in our car park when they sign in. If the hospice car park is full, parking spaces are available in the surrounding areas. There are local council charges for this. Please note that many of the local street parking spaces require a resident’s permit, so do check first before parking to avoid getting a fine. Staying over

Family members or a close friend is welcome to stay overnight with you in your room. Please let us know in advance so we can make the necessary arrangements. Although we have a limited number of visitor beds, we’ll try our best to

accommodate guests whenever possible.

Toilets and shower

Toilets for visitors are located at either end of the ward. If you’re a visitor staying over at the hospice, please ask our staff if you’d like to use the shower. Transport links to the hospice

The nearest tube stations are Belsize Park on the Northern line (0.5 miles) and Finchley Road on the Jubilee/Metropolitan lines (0.6 miles).

Hampstead Heath train station is 0.6 miles away.

Buses 46, 268, C11, 168 and 24 stop near the hospice.

Prime Cars minicabs: 020 7485 2000

Local amenities

Please ask at reception for details on local amenities such as a

pharmacy, florist, restaurants and cafés.


Preventing infections and how

you can help

o Some of the more common infections include the common

cold, flu, pneumonia and bronchitis.

o If you already have an infection, such as a cold or flu, our

nursing staff will discuss any additional requirements with

your visitors. This is to make sure your infection is not

spread to them and outside of the hospice.

o If your friend or relative is unwell, ask them, if it’s possible,

to wait until they’re well again before visiting you.

Why you’re more at risk of an infection

When you have an illness or long-term health condition, you’re at greater

risk of an infection. Some treatments can also weaken your immune system,

making you less able to fight infections.

As even a minor infection can have a serious effect if your body is less able to

fight it, please tell your nurse if you experience any changes in your body that

could be symptoms of an infection.

These changes may include feeling hot, shaky, shivery or unwell; changes in a

cough or a new cough; a mouth sore or sore throat; shortness of breath or nasal

congestion; diarrhoea or vomiting; or any new onset of pain.

Things you can do to reduce your risk of an infection

Wash your hands it’s one of the most effective ways of

reducing the spread of infection. Use soap and water, or an

alcohol-based hand cleanser.

Always wash your hands:

o before you eat

o after going to the bathroom

o after blowing your nose, coughing or sneezing


Ask your visitors to clean their hands before entering the

ward. Alcohol-based hand sanitisers are available at the

entrance to the wards and various locations throughout the

hospice. You can also find one by your bed, for people to use

when they enter and leave your room.

If you have a wound or device in your limbs or body (such as a

drip or catheter), please avoid touching it. If you need to touch it,

make sure you wash your hands before and after doing so.

Don’t share any equipment with other people who are unwell

unless it’s cleaned before and after use.

Wash daily and don’t share towels with anyone.

Change your nightdress or pyjamas regularly.

Cover your mouth with a tissue when coughing.

Use a clean tissue, and not a handkerchief, when you have a

runny nose or need to sneeze, then dispose of it straight away

and wash your hands.

Use a mouthwash.


How to reduce your risk of falling People we care for at our hospice are at a greater risk of a fall. That’s because

they’re often weaker or frail from their illness, or have poorer balance or

problems with their mobility.

We always make sure that our hospice environment is safe for people to move

around in by reducing any potential risks that may cause people to fall over.

When you’re admitted to the hospice, we’ll assess whether you’re at risk of falling

so we can reduce any potential risks. This may involve using equipment such as

a specialist bed or walking aid, or reviewing your medication to understand the

side effects it may have on you.

What you can do to reduce your risk of falling

If you’d like any assistance in your room or need to get up during the night,

please use the call bell to ask for help from our staff.

If you need to use the toilet frequently, especially during the night, let us

know so we can make arrangements in advance to help you.

Always stand up from your bed or chair slowly and gently. If you’re using a

walking aid, always keep it within your reach. If you wear glasses or use a

hearing aid, do keep them on too.

Avoid walking on a wet, slippery floor.

Don’t put on nightwear or clothes which are too long or big for you, as the

extra fabric may cause you to trip. It’s also not advisable to walk around

with only your socks on – always wear non-slip, well-fitting shoes or

slippers if you need to get up and about.

Keep the area around your bed tidy and encourage your visitors to put

away the chairs they were using at the end of their visit, before they leave.

What to do if you have had a fall

Please let a nurse or doctor know immediately. They’ll check that you’re

not hurt and provide you with any treatment that you need.

We’ll also discuss with you how we can reduce your risk of a fall in the

future while making sure you can still be as independent as possible.


Our services and how we can help Our hospice provides specialist care and support in a friendly,

welcoming environment. We’re here to help you live as well as you can

with your illness, giving you the best possible quality of life.

We can help in many different ways to

meet whatever your specific needs are

– from relieving pain and improving

your ability to move around, to giving

you and the people you care about

emotional, practical or spiritual support.

All our services are free of charge to

you and the people you care about.

Our hospice team

Our doctors, chaplain, social workers and volunteers don’t wear uniforms.

However, many of our staff members do, and you can identify who they are by

the type of uniform they’re wearing:

Ward Nurse Manager Navy blue tunic with white piping

Clinical Nurse Specialist Navy blue tunic with red piping

Sisters/ Charge Nurses Royal blue tunic with white piping

Staff Nurses Blue and white striped tunic

Healthcare Assistants Mauve and white tunic

Physiotherapists White tunic and navy trousers

Occupational Therapists White tunic and green trousers

Practice Educators Maroon tops and navy trousers

Maintenance Team Pale blue shirt and navy trousers

Housekeeping Team Pale green tunic

Chefs White tops and checked trousers


Who are we and what do we do?

Nurses: Our dedicated nursing team

is responsible for your care, during the

day and at night.

Doctors: Our doctors are based at

the hospice and they’ll see you on a

daily basis.

Physiotherapist: Physiotherapy can

help you to move around and stay as

active and independent as possible.

This type of therapy may involve strengthening your muscles to help

you to walk, or exercises to reduce shortness of breath.

Our physiotherapist can also arrange walking aids and other

equipment to help you get around.

Occupational therapist: Occupational therapy can help you to

maintain and manage everyday activities.

Our occupational therapist will find out which activities are important to

you, and work with you to find ways to achieve or adapt them

according to your physical ability.

Social and psychological support: Our counsellors offer emotional

and psychological support – they’re someone you can talk to about whatever’s

on your mind, such as your illness, concerns and feelings.

Our social workers can also give emotional support and practical advice to

you, your family and your friends, including information on services and benefits

that can help you and your situation.

Chaplaincy and spiritual support: Our chaplain provides pastoral,

emotional, spiritual and religious support to people of any faith, or

none. We’re also happy to arrange for someone from your own faith to

visit you, if you’d like us to do so.

We have a quiet room that you can use for prayer or reflection.


Complementary therapies: We offer a

range of therapies that can improve your

sense of wellbeing.

These therapies include aromatherapy,

reflexology, Indian head massage, gentle

and remedial massage, and relaxation.

Please ask us if you’d like us to book a

session for you.

Advice on nutrition: We have a dietician who can discuss any

concerns or questions you have about what you eat and your dietary

needs. Ask our nursing staff if you want to book a session with our

dietician.

Other services: We can book an appointment for you with our visiting

hairdresser.

Services for your family and those caring for you

Drop-in support for carers: If the person who cares for you

needs someone to talk to, they can drop by the hospice to speak

to a member of our staff no appointment is needed.

Bereavement support: Our counsellors offer one-to-one

emotional support to family members (including children and

young people) and the person who’s caring for you.

For information about other Marie Curie services, please ask us or

read more about them on page 19.


Sources of information and other

support for you Useful publications We have a range of Marie Curie information booklets at the hospice that you might find helpful. They cover health and wellbeing topics such as eating well, managing fatigue, exercise and mouth care. We also have booklets that focus on the emotional and practical aspects of your illness and support for you and your loved ones. These publications are available at our hospice information point located in the reception area, or just ask one of our staff for an information booklet if you’re interested in a particular topic. You can also find more resources on our website at mariecurie.org.uk/help On our website, you’ll find:

information about our services and how we help

practical information and film guides to help you and the people

who care about you

useful links to other organisations that can help

an online community where you can share your experiences and

find more support from other people in a similar situation to you


General information Advanced life support

We don’t have the specialist equipment to provide advanced life

support for anyone whose heart stops suddenly (for example, in a

cardiac arrest). If you have any questions or concerns, please ask your

doctor or nurse.

Volunteers

Every day, we rely on a team of dedicated

volunteers who help out at the hospice by offering

their time, skills and enthusiasm. You may see them

at our reception desk, helping out at meal times or

serving refreshments to the people we care for and

their visitors.

All our volunteers are bound by the same professional and

organisational standards as Marie Curie employees, and they’ll be

happy to assist you within their agreed roles.

Keeping people safe from harm

We provide a safe and caring environment for everyone who uses our

services. We do our best to safeguard adults and children we care for

this means protecting them from harm, abuse, neglect or exploitation.

It’s our policy to respond immediately if we suspect that someone’s

health, wellbeing or human rights are at risk.

Taking part in research projects We want to make sure that we’re providing the best possible care and support to people living with a terminal illness. We carry out research to help us understand people’s needs, and how we can best meet those needs. From time to time, there will be opportunities for people we care for to be involved in research studies. If you’re interested in our research projects, we can provide you with more information on how you can get involved.


How we keep your information safe and confidential

We use your health records as a guide to help us plan and provide you

with the highest quality of care.

When you are referred to our hospice, we get information about you

from your NHS healthcare team – your district nurse, GP or consultant

– or directly from you.

Our commitment to you

The Data Protection Act 1998 and the NHS Confidentiality Code of

Practice set out the way we use your personal information. We have a

number of processes that we follow to ensure the information we have

about you is safe and secure with us.

Sometimes we may need to share information about you with other

agencies or individuals so that we can work together for your benefit.

We’ll always ask for your consent to share information about you

where the law requires us to. Anyone who receives information about

you from us is also under an obligation to keep it confidential and

secure.

We’ll also respect any instructions you give us not to share your

information, although this might affect your care.

If you wish to request your health records

The Data Protection Act 1998 allows you, or a representative such as a

family member, to ask for any information we hold about you and your

care. This is known as a subject access request.

You can ask us if you, or your representative, would like a copy of your

health records. We’ll find out what you need and provide you with a

subject access request form to complete so you can make your request.

It may take up to 40 days for us to provide your health records to you.


Let us know what you think We hope you’re happy with the care and support that you’ve been

getting from us.

We really value comments and suggestions on any aspect of the

services that we provide at our hospice. We want people to tell us

where we’re getting things right, and what we can improve on.

We regularly display people’s feedback on noticeboards around our

hospice, along with changes we’ve made as a result.

As you've experienced care at our hospice, we’d love to hear what you

think too so that we can make things even better for everyone.

Here’s how you can give us your feedback:

You could complete our hospice survey using an iPad that’s

available from one of our hospice volunteers, or use our survey

form – you can find one in your room or just ask us for a copy.

You can also find an online survey on our website at

mariecurie.org.uk/telluswhatyouthink

Tell us your story: If you’re particularly pleased with the care and

support you have received from us, and want to share your positive

experience with others, we’d really like to hear from you.

Email us at: [email protected]

Write to us: My story - Communications team

Marie Curie, 6th floor, 89 Albert Embankment, London SE1 7TP

How to make a complaint: While we’ll always try to do our best to meet

your needs and support your loved ones too, we know that sometimes

things can go wrong.

If you wish to make a complaint, please ask a staff member or refer to

our leaflet, Tell us what you think, for guidance – it’s available at our

information points in the reception and on the ward.


A little about Marie Curie We’re here for people living with any

terminal illness, and their families. We

offer expert care, guidance and support to

help them get the most from the time they

have left.

All our services are provided to people

free of charge.

Marie Curie Hospices

Our Hampstead hospice is one of nine hospices that we have in the UK.

All our hospices offer the reassurance of specialist care and support, in a

friendly, welcoming environment, for people and their loved ones whether

you’re staying in the hospice, or ust coming in for the day.

Our hospices are located in Belfast, Bradford, Cardiff and the Vale (Penarth),

Edinburgh, Glasgow, Hampstead (London), Liverpool, Newcastle and the West

Midlands (Solihull).

Marie Curie Nurses

Our nurses work night and day, in people’s homes across the UK,

providing hands-on care and vital emotional support. They can help

you stay close to the people you care about most, in the place where

you’re most comfortable.

Marie Curie Helper

We know the little things can make a big

difference. That’s where our trained Helper

volunteers come in. They can visit you

regularly to have a chat over a cup of tea,

help you get to an appointment or just listen

when you need a friendly ear.

We’re currently setting up this service in the area, so if you’d like

support from a Helper volunteer, please ask our nursing staff for more

information.


Information and support

We help everyone affected by a terminal illness to get the information

and support they need, whether you have an illness yourself or you’re

a family member or friend.

Contact the Marie Curie Support Line on 0800 090 2309 (9am – 5pm,

Monday to Friday) to speak to a trained adviser or visit our website at

mariecurie.org.uk/help.

Our website is full of clear, practical information about living with a

terminal illness – the impact it has on day-to-day living, how to cope

with changes and manage different symptoms, planning ahead for the

future and looking after someone’s wellbeing and care needs.

We also provide useful links to other organisations that can help,

and we have an online community where people can come together to

share their experiences with others in a similar situation.

Marie Curie research

We’re a leader in research into better ways of caring for people with

terminal illnesses. We carry out research to help improve care and

support across our services, as well as those provided by others.

If you’re interested in taking part in a research project, please see

page 16 or let a member of staff know.


How you can support our work

Our services are always free to the people we care for. It costs us about £16,500 to run the Hampstead hospice for one day. And that’s around £6 million each year. As just half of our funding comes from the NHS, we rely a lot on people’s generous support to help us raise £7,767 every day so we can continue caring for people at our hospice. If you’re interested in supporting our work, there are many ways you, or your family and friends, can get involved. Our noticeboard in the reception area has lots of information that you can pick up about our local fundraising and volunteering opportunities. Or if you want to find out more about how you can help, have a chat with one of our fundraisers based here at the hospice or call them on 020 7853 3436. You can also find more information on our website: mariecurie.org.uk/getinvolved

We last updated this information folder in May 2015 with input from our hospice clinicians as well as

people who’ve looked after someone living with a terminal illness.


TV STATIONS

CHANNEL NUMBER TV STATIONS

CHANNEL NUMBER

BBC ONE 1 BBC PARLIAMENT 41

BBC TWO 2 SKY NEWS 7

ITV1 3 RT 42

CHANNEL 4 4 BBC RED BUTTON 44

CHANNEL 5 5

ITV2 11

BBC THREE 12

BBC FOUR 13

ITV3 14

PICK 15

YESTERDAY 16

CHANNEL 4+1 17

MORE 4 18

FILM4 10 RADIO CHANNELS

CHANNEL NUMBER

QVC 19 BBC RADIO 1 71

4MUSIC 20 BBC RADIO 1 XTRA 70

DAVE 21 BBC RADIO 2 69

REALLY 22 BBC RADIO 3 68

VIVA 23 BBC RADIO 4 67

IDEAL WORLD 24 BBC RADIO 5 LIVE 66

ITV4 26

BBC RADIO 5 SPORTS EXTRA 62

BBC RADIO 6 50

ITV2 +1 27 BBC RADIO 4 EXTRA 63

E4 28 BBC ASIAN NETWORK 65

E4+1 29 BBC WORLD SERVICE 61

5* 30 THE HITS RADIO 60

5 USA 31 KISSFRESH 59

ITV1 +1 33 KISS 58

CREATE AND CRAFT 34 HEAT 57

MAGIC 56

QUEST 36 Q (Closed 2013) 55

CHANNEL 5 +1 37 SMOOTH RADIO 54

CHALLENGE 38 KERRANG! 53

FOOD NETWORK 39 TALK SPORT 52

CBBC 8 CAPITAL FM 51

CBEEBIES 9 PREMIER CHRISTIAN RADIO 64

CITV 40 ABSOLUTE RADIO 48

BBC NEWS 6 HEART 47

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