Welcome to the Marie Curie Hospice, Hampstead

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2 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: Keats Ward: Heath Ward: hampstead.hospice@mariecurie.org.uk mariecurie.org.uk/hampstead

3 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 Hospice information for in-patient care Page 1

4 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. Hospice information for in-patient care Page 2

5 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. Hospice information for in-patient care Page 3

6 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. Hospice information for in-patient care Page 4

7 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. Hospice information for in-patient care Page 5

8 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. Hospice information for in-patient care Page 6

9 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. Hospice information for in-patient care Page 7

10 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: Local amenities Please ask at reception for details on local amenities such as a pharmacy, florist, restaurants and cafés. Hospice information for in-patient care Page 8

11 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 o o before you eat after going to the bathroom after blowing your nose, coughing or sneezing Hospice information for in-patient care Page 9

12 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. Hospice information for in-patient care Page 10

13 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. Hospice information for in-patient care Page 11

14 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 Clinical Nurse Specialist Sisters/ Charge Nurses Staff Nurses Healthcare Assistants Physiotherapists Occupational Therapists Practice Educators Maintenance Team Housekeeping Team Chefs Navy blue tunic with white piping Navy blue tunic with red piping Royal blue tunic with white piping Blue and white striped tunic Mauve and white tunic White tunic and navy trousers White tunic and green trousers Maroon tops and navy trousers Pale blue shirt and navy trousers Pale green tunic White tops and checked trousers Hospice information for in-patient care Page 12

15 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. Hospice information for in-patient care Page 13

16 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. Hospice information for in-patient care Page 14

17 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 Hospice information for in-patient care Page 15

18 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. Hospice information for in-patient care Page 16

19 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. Hospice information for in-patient care Page 17

20 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. us at: mystory@mariecurie.org.uk 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. Hospice information for in-patient care Page 18

21 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. Hospice information for in-patient care Page 19

22 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 (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. Hospice information for in-patient care Page 20

23 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 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. Hospice information for in-patient care Page 21

24 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 MORE 4 18 FILM4 10 RADIO CHANNELS CHANNEL NUMBER QVC 19 BBC RADIO MUSIC 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 BBC RADIO 5 SPORTS EXTRA 62 ITV4 26 BBC RADIO 6 50 ITV BBC RADIO 4 EXTRA 63 E4 28 BBC ASIAN NETWORK 65 E BBC WORLD SERVICE 61 5* 30 THE HITS RADIO 60 5 USA 31 KISSFRESH 59 ITV KISS 58 CREATE AND CRAFT 34 HEAT 57 MAGIC 56 QUEST 36 Q (Closed 2013) 55 CHANNEL SMOOTH RADIO 54 CHALLENGE 38 KERRANG! 53 FOOD NETWORK 39 TALK SPORT 52 CBBC 8 CAPITAL FM 51 PREMIER CHRISTIAN CBEEBIES 9 RADIO 64 CITV 40 ABSOLUTE RADIO 48 BBC NEWS 6 HEART 47 Hospice information for in-patient care Page 22