Marie Curie Hospice, Newcastle Welcome To make your stay as comfortable as possible we have brought together useful information about our hospice in this folder. Please let us know if you think we should include any extra information. Contents Your room 2 Keeping in touch 2 Food and drink 2 Facilities 3 Services 4 Visitors facilities and services 5 Local amenities 6 Sources of health information and support 8 General information 8 Your safety 8 Keeping Infections at bay 9 Tell us what you think 10 About Marie Curie Cancer Care 11 Support us 12 Marie Curie Drive, Newcastle upon Tyne, NE4 6SS Phone: 0191 219 1000 Email: newcastle.hospice@mariecurie.org.uk Website: www.mariecurie.org.uk/newcastle
Your room Call bell The call bell will alert staff to let them know you need assistance. Press the control on your call pad. Light switch The switch for your bed light is on your call pad. Privacy Display the do not disturb sign on your door if you would like some privacy. Handrails There are handrails in the bathroom and toilet. Entertainment Televisions are available in all patient rooms. Keeping in touch Telephones We will bring a payphone to your bedside on request. There is also a payphone in the reception. Mobiles You can use your mobile phone. Please be considerate of other patients and visitors. Newspapers You can order newspapers through our patient services clerk each morning. Internet You can use our wireless connection laptop computer on the ward. A computer with internet access is also available in the patients lounge. You will need to sign in and out of the record book each time you use it. WiFi Wireless internet connection is available. Food and drink Meals are served in your room. Hot and cold beverages are available for patients throughout the day and on request. Breakfast Lunch Afternoon tea Evening meal 8-8.30am or when you wake 12 noon-12.30pm 3-3.30pm 5-5.30pm Special requests Our chef will be happy to visit you and discuss any special requests or dietary requirements. 2
Hospice shop Visitors may purchase drinks and snacks from our shop (if closed, ask a member of staff to arrange access) Facilities Lounge area for patients A lounge area with television and internet access is in the ward area. Multifaith space If you are looking for some peace and quiet this area offers a space to sit and reflect, alone or with family and friends. Relaxation space This room, situated in the day hospice, has sensory lighting, music and comfortable seating for patients and visitors to retreat to for peace and quiet. Garden You and your visitors are welcome to visit our landscaped gardens. Shopping Volunteers staff a small shop selling toiletries, cards and confectionary. Opening hours are limited. Library Please ask to see our library. Parking Limited parking is available in the hospice grounds. Please do not park on pavement areas as this causes significant problems for the ambulance, fire brigade and wheelchair access. Smoking We have a smoke-free policy for patients, staff and visitors. Visitors who wish to smoke must leave the hospice grounds. We ask visitors not to smoke outside our neighbouring properties. We have a small ventilated smoking room for in-patients only. This room is not a lounge area and patients are asked to leave the room as soon as they have finished smoking a cigarette. If a visitor accompanies a patient into the smoking room they must not smoke and they need to be aware of the associated risk of passive smoking. The smoking room is open at the following times: 6am - 7.30am 9.30am - 12 noon 2pm - 4.30pm 6.30pm - 8pm 9.30pm 11pm 3
We need to close the room for cleaning and during meals and medication rounds. Patients who are unable to get to the smoking room unaided may be accompanied by a relative or carer. Staff cannot accompany patients to the smoking room. We can prescribe nicotine replacement therapy for patients who are unable to get to the smoking room. Day service patients are not allowed to smoke in the hospice or its grounds. Laundry Please ask your relatives and friends to take your laundry home. There are no facilities for personal laundry within the hospice. Valuables Please do not bring valuables to the hospice, as we cannot accept responsibility for loss or damage. If you are admitted at short notice and you have valuables with you, please hand them to the nursing staff to be locked away until they can be taken home. Services Nurses A specific nurse will be responsible for your care throughout the day and night. Doctors Doctors are based at the hospice and they normally visit patients each day. If you would like to talk to a doctor, we will be happy to arrange this. Physiotherapy Physiotherapy can help you to move around and stay as active and independent as possible. This might involve strengthening your muscles to help you walk or exercises to reduce shortness of breath. We can also arrange walking aids and other equipment to help your rehabilitation. Occupational therapy Occupational therapy can help you maintain the most important aspects of your lifestyle. Your occupational therapist will find out what activities you consider important and work with you to find ways to achieve them or suggest adaptations to help you to get more from life. Social support and counselling service Individuals, couples and family groups can talk through worries and expectations with a trained counsellor. Our social workers will help you with any social, practical, emotional or psychological issues. Chaplaincy and spiritual support Our chaplain provides pastoral, emotional, spiritual and religious support to people of any faith or none. We can also arrange for someone of your own faith community to visit you. 4
Complementary therapies A range of therapies is available to patients and carers: Acupuncture Aromatherapy Indian head massage Reflexology Reiki Relaxation If you would like information sheets outlining details of our therapies please ask a member of our team. Motor neurone disease (MND) service If you have MND you can benefit from a monthly support group. Carer support is also available and includes complementary therapies. Other services Hairdressers, opticians, chiropodists and dentists are not on site and should be booked in advance. Visitors facilities and services Visitors are welcome to use our lounge areas, multifaith space, relaxation space, gardens and family room. Visiting times Visiting times are flexible but we ask visitors to use their discretion so patients don t become over tired. Family room and children s facilities The family room has a range of games for children including a PlayStation, DVD and dolls house. Please supervise children at all times. Pets Pets may visit you. Please check with one of the care staff before arranging to bring a pet into the ward and supervise pets at all times. Toilets Visitors toilets are on the ground floor near reception. Visitors area There is a small visitors area near the reception. Food for visitors You can buy drinks and snacks in our hospice shop. If closed, ask a member of staff to arrange access. Sandwiches can be ordered from the patient services clerk in the in-patients unit for a small charge. Overnight stays We have some facilities for family members to stay overnight. Please discuss with a member of the team. 5
Practical, emotional and spiritual support Group sessions as well as one-to-one support are available for family, friends and carers of people in the hospice. Children and young people We offer one-to-one support and group support for children and young people as well as the adults who care for them. Parking Limited parking is available in the hospice grounds. Smoking We have a smoke-free policy for patients, staff and visitors. Visitors who wish to smoke must leave the hospice grounds. We ask visitors not to smoke outside our neighbouring properties. See page 3 for further information. Local amenities Banks Barclays 446, Westgate Road Newcastle upon Tyne Lloyds TSB 104 West Road, Milvain Newcastle upon Tyne ATM available ATM available Chemists Boots 140 West Road, Newcastle upon Tyne, NE4 9QB Clyde Chemists 136 Armstrong Road, Newcastle upon Tyne, NE4 8PR Elliott and Carter Pharmacies 295 Two Ball Lonnen, Newcastle upon Tyne, NE4 9RX Farah Chemists 44 Adelaide Terrace, Newcastle upon Tyne, NE4 8BL Lloyds Pharmacy 168 West Road, Newcastle upon Tyne, NE4 9QB Lloyds Pharmacy Prospect House Medical Centre, Prospect Place, Newcastle upon Tyne NE4 6QD Whitworths Chemists 132-136 Elswick Road, Newcastle upon Tyne, NE4 6SL Florists J Robinson 34 West Road, Newcastle upon Tyne, NE4 9PY 6
General store / newsagents Adelaide News 64 Adelaide Terrace, Newcastle upon Tyne, NE4 8BD Starline Newsagents 252-256 Elswick Road, Newcastle upon Tyne, NE4 6SN Today s News 424 Westgate Road, Newcastle upon Tyne, NE4 9BN Walkers Newsagency Ltd 9 West Road, Newcastle upon Tyne, NE4 9PT West End News 50 Crossley Terrace, Arthur s Hill, Newcastle upon Tyne, NE4 5NY Wingrove News 51 Hadrian Road, Newcastle upon Tyne, NE4 9HN Petrol Clumber Service Station Scotswood Road, Newcastle upon Tyne, NE4 7NN Jet Westgate Service Station Westgate Road, Newcastle upon Tyne, NE4 9PR St James Park Service Station Barrack Road, Newcastle upon Tyne, NE4 6BA Places of worship - Please see Yellow Pages. Post offices Benwell Post Office 61-63 Adelaide Terrace, Newcastle upon Tyne, NE4 8BN Benwell Grove Post Office 19 West Road, Newcastle upon Tyne, NE4 8AA Fenham Post Office 14-16 Fenham Road, Fenham, Newcastle upon Tyne, NE4 5AE Martins Post Office Cruddas Park Shopping Centre, Westmorland Rd, Newcastle upon Tyne NE4 Westgate Hill Post Office 245 Westgate Road, Newcastle upon Tyne, NE4 6AE Restaurants and fast food outlets - Please see Yellow Pages. Taxis LA Taxis Phone: 287 7777 Dixons Taxis Phone: 273 3339 Transport information Route 30 and 31 run through the city every 7-8 minutes. Stagecoach in Newcastle 0191 276 1411 or 0191 228 8900 9am-5pm Monday to Friday For specific bus times and journeys contact Traveline: Traveline 0871 200 2233 7am 8pm weekdays 8am-8pm weekends www.traveline.org.uk 7
Sources of health information and support A range of Marie Curie Cancer Care information leaflets is available. The leaflets cover subjects such as breathlessness, fatigue and loss of appetite. For more information, ask a member of the team. Macmillan / Cancerbackup information leaflets on managing all aspects of cancer are available in the reception. You can access online information about illness, palliative care and support services using our computer. Please ask one of the team if you or one of your family or friends would like to use this service. Visit our website: www.mariecurie.org.uk/patientsandcarers General information Advanced life support We do not have the specialist equipment to offer advanced life support. If you have any questions about this please ask your doctor or nurse. Accessing your medical records You are legally entitled to read your medical records. Should you decide to do this please put your request in writing to the hospice manager at the address on the front page. Confidentiality Any information you share with staff will be protected by our duty of confidentiality. Our staff work within their professional codes of conduct and the Data Protection Act. Your safety Fire alarm We test the fire alarm on Thursdays at 11am. If you hear a continuous alarm please wait for instructions. Visitors should leave the building. Faults Please report faults with equipment or room fittings to a member of the team. 8
Keeping infections at bay advice for patients It is important that you understand your role in the prevention of infections. Even minor infections can have a serious impact on people whose ability to fight infection has been reduced because of illness. Washing your hands Infections can pass from one person to another very easily. The single most important thing you can do to help reduce the spread of infection is to wash your hands. This is especially important: after visiting the toilet, even if you have not used it; before eating your meals; and, before and after contact with other patients, friends and relatives. Other ways to keep infections at bay Other things you can do to reduce your risk of getting or spreading infections: Have a daily wash, shower or bath. Change your nightdress or pyjamas regularly. Avoid touching any wound or device in your limbs or body cavities, for example, a drip or catheter. If you do need to touch, make sure you wash your hands afterwards. Remind staff to wash their hands or use a cleansing hand rub. Ask your visitors to wash their hands before entering the ward. Use a tissue when you have a runny nose or need to sneeze and cover your mouth when coughing. Keep your bed area tidy so that cleaning staff can reach all surfaces to remove dust and dirt easily. You could ask staff or relatives to help you. Ask your relatives and friends not to visit you in large groups. Also ask them not to visit if they have a cold, flu or any other infectious disease. Do not share equipment with other patients unless it is cleaned before and after use. Ask staff to check that any food your relatives bring into the hospice for you is safe and can be stored safely. For health and safety reasons, some foods are not suitable for reheating. 9
Tell us what you think We value your comments and suggestions on any aspect of your care. Your views will help us to improve the services we provide. A feedback questionnaire is available from the reception area. Please complete and return to the address provided. Complaints We hope you are happy with your care. Should you find it necessary to make a complaint please follow the steps below. Step 1 Try to talk through the matter with your nurse or write to the area manager at the address on the front page. He or she will try to resolve the problem quickly for you. Step 2 If you are not satisfied with the outcome of step 1, please put your complaint in writing to: Thomas Hughes-Hallett Chief Executive Marie Curie Cancer Care 89 Albert Embankment London SE1 7TP We will send you a written acknowledgment within two working days of receipt of your complaint and we aim to give a thorough response within 20 working days. Some complaints may take longer to investigate. Step 3 If you are unhappy about the way Marie Curie Cancer Care handles your complaint you may wish to contact: The Parliamentary and Health Service Ombudsman Millbank Tower Millbank, London SW1P 4QP Email: phso.enquiries@ombudsman.org.uk Phone: 0345 015 4033 The care we provide is regulated by the: Care Quality Commission St Nicholas Building, St Nicholas St, Newcastle upon Tyne, NE1 1NB Phone: 03000 616161 enquiries@cqc.org.uk www.cqc.org.uk 10
About Marie Curie Cancer Care Making a real difference Marie Curie Cancer Care is a long-established and well-respected charity committed to making a real difference to the lives of people with cancer and other life-limiting illnesses. Our work centres on the following key activities: Hospices The charity funds nine hospices across the UK offering specialist care in a relaxed and comfortable environment. The expertise of Marie Curie Cancer Care s specialist staff reaches beyond the hospice into the community linking with GPs and social services departments. Hospice day service programmes and home visits mean that people can remain at home for as long as possible if they wish. The Marie Curie Hospices Summary Statement of Purpose We aim to promote the best quality of life and death according to the wishes of the individual person. We aim to meet the overall needs of the individual person. Our services include physical, emotional and spiritual care for patients together with support for the people who are close to them. We aim to meet the needs of people from all cultures and communities. Each hospice employs a team of health and social care professionals, including medical and nursing staff specially trained in pain and symptom control; occupational therapists, physiotherapists, chaplains and social workers. For a full copy of our Statement of Purpose please ask your nurse. Marie Curie Nursing Service Marie Curie Nurses make it possible for people who are seriously ill with cancer and other life-limiting illnesses to stay in the comfort of their own home at the end of their lives rather than go into hospital or a hospice. Our nurses generally work through the night allowing families and carers to rest, knowing their loved ones are in safe hands. Marie Curie Nursing Service has over 2000 nurses covering 95 per cent of the UK from remote villages to the big cities. This service is free to patients irrespective of their circumstances. Find out more about this service, phone Marie Curie direct: 0800 634 4520 (Freephone). Research We conduct palliative care research to find better ways of caring for terminally ill people. We also fund scientific teams investigating the causes and treatment of cancer. 11
Support us The services Marie Curie Cancer Care provides are always free but we can only continue to do this through the generosity of our supporters. Our team of fundraisers here at the hospice is always delighted to discuss ways of raising money. Ask any member of staff to direct you to our fundraising office. Fundraising It costs 408 to care for a patient in one of our hospices for one day. Read on to find out how your support could help us make a real difference. Donations There are many ways to make a donation. You can make a one-off donation or set up a monthly direct debit from your bank account. If you are a UK taxpayer you can add an extra 28 per cent to your donation at no extra cost through the Gift Aid scheme. Find out more about donating: Talk to the hospice fundraiser. Phone 0800 716 146 (Freephone) www.mariecurie.org.uk/donate Wills Last year we received gifts worth more than 20 million from people s wills. Thanks to their generosity we are able to meet today s challenges. Learn more about Marie Curie Cancer Care legacies: Talk to the hospice fundraiser. Phone 0800 716 146 (Freephone) www.mariecurie.org.uk/wills Events Run, trek, swim or cycle, our supporters do it at home and abroad. Whether taking part in memory of a loved one or as a personal challenge they make a real difference. Events range from exhilarating abseiling and overseas adventure activities, to sponsored walks, tea parties and bridge tournaments. There is something to suit everyone. Take part in events in your area or abroad: Talk to the hospice fundraiser. Phone 0800 716 146 (Freephone) www.mariecurie.org.uk/events Volunteers Volunteers are critical to the success of this hospice. They help provide patient transport, office support, work in local hospice shops, and even offer complementary therapies. Volunteers also take part in a variety of fundraising activities. Our annual Great Daffodil Appeal in March relies on its volunteer street collectors. Each individual can make an enormous difference. Find out more about volunteering: Phone 0800 716 146 (Freephone) www.mariecurie.org.uk/volunteers 12
Supporting the choice to die at home campaign Marie Curie Cancer Care believes everyone should have the right to choose where they are cared for if they have a terminal illness. Research shows most people want to be cared for in the familiar and comfortable surroundings of their own home. A significant minority would choose to be cared for in a hospice or nursing home. However, more than 50 per cent of cancer patients receive end-of-life care in hospital the place they would least want to be. The charity is campaigning across the UK for more choice around place of care. To add your voice to the campaign or to find out more: www.campaign.mariecurie.org.uk campaign@mariecurie.org.uk Your local Marie Curie Hospice shop Our local Marie Curie Cancer Care shop is located at: 100 West Road Newcastle upon Tyne Updated November 2009 13