Membership and Public Engagement. Frequently Asked Questions

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1 Membership and Public Engagement Frequently Asked Questions Parking 1) Where can I park when visiting/attending the Central Site and Trafford Hospital sites? Central Site Grafton Street and Hathersage Road Multi-Storey car parks on site. Trafford on the surface level car park on site. 2) I am a Blue Badge holder and would like to know where to park when attending the Central Site and Trafford Hospital sites? Central Site When displaying a valid Blue Badge, holders can park in marked disabled bays in Grafton Street and Hathersage Road Multi-Storey car parks, on the Boulevard and outside the Old School of Physio. If there are no vacant disabled bays it is permissible to park in any available car parking space without charge. Trafford When displaying a valid Blue Badge it is permissible to park in any available car parking space without charge if there are no disabled car parking spaces available. 3) I have problems with my mobility but I am not a Blue Badge holder and would like to know the nearest car park to: - Central Site - Out-Patients Department: Grafton Street Multi-Storey car park. Central Site - Manchester Royal Infirmary: Grafton Street Multi-Storey car park. Central Site - Eye Hospital: Grafton Street and Hathersage Road Multi-Storey car parks (equivalent distance). 1

2 Central Site - St Mary s Hospital: Hathersage Road Multi-Storey car park. Central Site - Children s Hospital: Hathersage Road Multi-Storey car park. Trafford Hospitals: On the surface car parks. 4) I have mobility problems and may need help to get to my appointment are there wheel chairs available and is there anyone that can help me? Central Site - wheelchairs are available on the Central Site at both Multi-Storey car parks and at the entrance to each hospital. There is a 1.00 refundable deposit required for the use of the wheelchair. Portering assistance can be requested at each of the Hospital Receptions. Trafford - wheelchairs are available at the Main Reception and also situated at designated areas along the main corridors. Should you request assistance the Receptionist on the Main Information Desk can make a request with the Portering Supervisor on duty for a porter. 5) How much does car parking cost? Central Site - Up to 30 mins Free 30 mins 3 hours hours 6 hours hours 24 hours Weekly permit Monthly permit Trafford Free. 6) What do I do if I cannot find a parking space and will be late for my appointment? Central Site - car parking on the Central site is very heavily utilised and patients are advised to allow plenty of time to find parking or alternatively to use Public Transport or use the Park and Ride facility at Belle Vue. Trafford - there are no current issues with availability of spaces at Trafford. 7) What do I do if my parking ticket expires due to being delayed whilst waiting to be seen? Central Site - The only car park which operates a pay & display basis is outside Accident and Emergency. If this expires and a ticket is issued please contact the Security Office and the ticket 2

3 will be cancelled if it can be demonstrated that there were delays in treatment. Trafford no parking fees apply. 8) Is there any financial support I can get towards my parking costs? Trafford free Central Site - certain patient groups are not charged and discounted tickets are available for regular attenders. Parking is free for: Blue Badge holders valid Blue Badge must be displayed. Relatives of Intensive Care/High Dependency Unit Patients: o Staff complete a pro forma and advise relatives to take the form to Car Parks Administration and collect a free pass. Patients who visit our hospitals frequently (three or more times a week): o Staff complete a pro forma and advise relatives to take the form to Car Parks Administration and collect a free pass. Parking is provided at reduced rates for: Patient delays parking has been longer than 6 hours due to: o An Out-patient appointment has lasted longer due to tests/treatment o A&E waiting times o Delayed discharge o Attending the Elective Treatment Centre. Weekly/Monthly Car Park Permits: Weekly Monthly Money 1) Where is the nearest cash machine to Central Site and Trafford Hospitals? Central Site - there is a cash machine in the Children s Hospital atrium. Trafford - there is a cash machine adjacent to the Main Reception Desk. 3

4 Way Finding 1) How do I find my way to the following Hospitals/Departments? Central Site - Out-Patients Department: Please enter the hospital through the entrance marked MRI Outpatients. Central Site - Pharmacy: Please enter the hospital through the Manchester Royal Eye Hospital entrance. The Pharmacy is in the Royal Eye Hospital atrium. Central Site - Manchester Royal Infirmary: Please enter the hospital through the entrance marked MRI Entrance 1. Central Site - Eye Hospital: Please enter the entrance on the Boulevard (the road running through the Central site) marked Manchester Royal Eye Hospital. Central Site - St Mary s Hospital: Please enter the entrance on the Boulevard (the road running through the Central site) marked St Mary s Hospital. Central Site - Children s Hospital: Please enter the entrance on the Boulevard (the road running through the Central site) marked Royal Manchester Children s Hospital. Trafford Hospitals: The Main Entrance to the hospital is off Moorside Road, where the Main Reception can be found and signage to all areas. 2) Is there someone in the hospital that can show me the way? There are red-shirted Volunteers on duty at most times around the hospital sites. The Volunteers are available everyday between the hours of 9.00 am and 4.00 pm. All staff and receptionists can provide patients and visitors with directions to wards and departments. 4

5 Out-Patient Clinics 1) What is the average waiting time for routine Out-Patient appointments? Routinely a waiting time is around 6 weeks, but in some cases it could be up to 13 weeks. 2) What is the average waiting time to be seen in an Out-Patient Clinic? The aim is to ensure no patient waits longer than 30 mins. 3) How will I know if an Out-Patient Clinic is running late? Information will be displayed within the Clinic or explained at check in. 4) What happens if my Out-Patient appointment is cancelled? Patients should be given written notification if the Clinic is cancelled up to a week in advance, otherwise telephone communication will be made. In-Patient Treatments 1) What is the average waiting time for routine In-Patient procedure? Routine waiting times are around 8 weeks, but in some cases it could be up to 26 weeks. 2) What is a Pre-Assessment Clinic? This is a Clinic to check that you are fit for surgery, and will be performed usually within 2 weeks of your planned admission. 3) What happens if my In-Patient procedure is cancelled? Patients should be given written notification if the procedure is cancelled up to a week in advance, otherwise telephone communication will be made. 4) What are the hospital visiting times that my family/friends can visit me whilst an in-patient? Visiting times can change depending on which hospital and ward you are visiting, so please contact the relevant ward/department before your visit. The staff on the ward will advise you how many visitors are allowed, what time visiting is and details of any restrictions for that ward. All the phone numbers can be found via our contact us webpage - or by contacting the Hospital Switchboard

6 Accident and Emergency (A&E) Department 1) I am not sure if I should attend Accident and Emergency (A&E) or my General Practitioner (GP)? You should contact your GP Surgery to ask advice, or use such tools as the Choose Well website - 2) What is the average waiting time to be seen routinely in A&E? The aim is to ensure 95% of patients are seen within 4 hours waiting times will vary according to clinical need. Medication/Prescriptions 1) Is there a Pharmacy in the Trust that I can get my prescription from? The Trust s Pharmacies can only dispense hospital prescriptions they cannot dispense prescriptions written by your General Practitioner (GP) or Dentist. If you need a hospital prescription dispensing at: Central Site - and you are an ADULT, you should take your prescription to the Lloyds Pharmacy located in the Manchester Royal Eye Hospital atrium. Central Site - for a CHILD, you should take the prescription to the Lloyds Pharmacy located in the Royal Manchester Children s Hospital. Trafford Hospitals - you should take your prescription to the Hospital Pharmacy Department. If you attend the hospitals at a time when these Pharmacies are closed and your medicine is urgent you should be given a type of prescription that you can have dispensed at a community pharmacy. When you see a Doctor in Out-patients please do not ask them to prescribe medicines you regularly get from your GP. 2) How much will a prescription cost me? From April 2014, if you are eligible to pay prescription charges the cost will be 8.05 for each item on your prescription. Some people are exempt from paying prescription charges. To qualify for free prescriptions you must be: Under to 18 and in full-time education 6

7 60 or over Pregnant or have had a baby in the previous 12 months and hold a valid maternity exemption certificate (MatEx) Have a specified medical condition and hold a valid medical exemption certificate (MedEx) Have a continuing physical disability which means you cannot go out without help from another person and hold a valid medical exemption certificate Hold a valid war pension exemption certificate and the prescription is for your accepted disability An NHS in-patient. You will also be exempt from prescription charges if you or your partner (including civil partners) are named on, or are entitled to an NHS tax credit exemption certificate or a valid HG2 certificate (full help with health costs), or you receive either: Income support Income-based Jobseeker's Allowance Income-related Employment and Support Allowance Pension Credit Guarantee Credit. Staff in the hospital pharmacies or in your local community pharmacy can give you advice. 3) What are the average waiting times for my discharge medications? Once Pharmacy has the prescription for your discharge medicines they can usually arrange for these to be dispensed within two hours. You need to be aware that once your Consultant has decided you are fit to be discharged, the hospital has to make a number of arrangements for you before you can leave. Pharmacy can only dispense your medicines once they have your prescription and this may not be written by the Doctor until sometime later once they have finished their ward rounds and seen other urgent patients. You need to ask the Nurse, Pharmacist or Pharmacy Technician on your ward the likely time your medicines will be ready before arranging for your relative or carer to collect you. 4) What do I do if I forget to hand in my prescription to the Hospital Pharmacy? The best approach would be for you to ring the Hospital Pharmacy Medicines Helpline on Some medicines such as antibiotics need to be started as soon as possible and other specialised medicines may only be available from the Hospital Pharmacy so it important you speak to a trained Pharmacist who will be able advise on the best way for you get your medicines. 7

8 The Medicines Helpline can also be used for any other questions you may have about the medicines prescribed for you by the Hospital. Contact/Communications 1) Who do I contact if I have a general hospital enquiry or I do not know the name of the doctor who is looking after me? Please phone the Hospital Switchboard on Please also refer to your appointment letter. 2) What do I do if I cannot get a response from Switchboard? The Hospital Switchboard operates a tiered queuing system and all calls to switchboard will be answered - your patience is appreciated. Food 1) Will I be given meals in the hospital during my in-patient stay? Yes, two full meals a day are provided to all in-patients subject to any clinical restrictions. 2) Is there anywhere that I can get refreshments and/or food in the hospital? There are a variety of cafes and restaurants located at both the Central and Trafford Sites. Central Site - there is also an M&S Simply Food, a Subway and two WH Smiths, a fruit stall in the Children s Hospital entrance and vending machines across the site. Trafford there is also a WRVS Shop and vending machines located across the site. 3) I am visiting a family member/friend and what to know the time that the food outlets close in the hospital? Central Site - there is a 24 hour cafe located in the Royal Eye Hospital atrium. Trafford - At Trafford the restaurant closes at 7.00 pm. 8