Questions and answers

We’ll send you a letter to confirm when you should arrive for your stay at one of our hospitals.

This will include details such as the date you’ll be admitted to hospital, information on which of our London hospitals you’ll be having your operation or medical treatment at, and where you need to go on arrival. It will also include details of who to contact if you have any further questions.

Please follow the instructions in the letter. Sometimes hospital patients are admitted to a different ward from the one stated in the letter, so please check which hospital ward you’ll be on before telling any visitors.

It’s a good idea to bring the following items with you so you can be comfortable during your stay and hospital staff have the most up-to-date information about you.

Before leaving home, check that you have:

• your hospital admission letter
• all the medicines you take
• details of any community services you use, such as district nurses or social workers (this is to help us organise for your return home from hospital)
• comfortable daytime clothes
• night clothes
• slippers
• brush or comb
• toiletries
• glasses, hearing aids, dentures and walking aids, if you use them

Towels and disposable flannels will be provided.

Some patients like to bring tissues, ear plugs, a sleeping mask, writing paper, books, pens, electronic devices and loose change for newspapers. These can be very useful if you’re going to spend some time in the hospital ward.

Hospitals will not accept responsibility or liability for any lost or damaged patients’ property, under any circumstances, unless it’s been handed in and signed for by a member of hospital staff. We strongly advise you do not bring the following items to our hospital wards:

• valuables — jewellery, chequebooks or credit cards
• large amounts of money
• clothes other than those listed above
• alcohol or tobacco products
• portable televisions or radios

If there’s an item you wish to keep safe and you need to leave the hospital ward for a test, please ask a nurse to take them. Our hospital staff will keep them somewhere safe.

Our hospitals provide patients with same-sex accommodation in accordance with NHS England and NHS Improvement guidance. This helps to ensure patient dignity and privacy is respected and makes staying in hospital more comfortable.

It’s extremely rare for us to ask men and women to share a hospital room or bay.

In exceptional circumstances where a patient’s need for specialist or urgent medical care overrides the priority for them to have same-sex hospital accommodation, staff will ensure the patient’s privacy and dignity are maintained.

To get ready for hospital discharge, discuss the care plan with the health team so that you are clear on what needs to be done.  Make sure that you understand any medications and how they need to be administered.  If there are follow-up appointments make sure that you make a note of them.  Find out if any home care has been arranged and get details of that if they are available.  Check to see if there are any dietary or activity restrictions that you need to think about.  Ask about transport home and make sure that you have the contact details of who you should contact if you have any questions or concerns.

Ask the doctor about the care plan, any medications, side effects, follow-up appointments, signs of complications, dietary and activity restrictions, home care requirements, wound care, pain management, necessary medical supplies, emergency contact information, and any changes in daily routine. Ensure that you have clear instructions for ongoing care and recovery.  It might be worth creating a checklist for yourself as it is easy to forget things during busy and stressful periods.

As a carer, you should expect a detailed review of the person you care for’s condition and their care plan, medication instructions, and follow-up appointments. You may receive training on wound care, dietary and activity guidelines, and signs of complications – if you are worried about any of this, it is important to ask before the discharge has happened. Coordination for home care or medical equipment and clear instructions for ongoing support and emergency contacts should also be provided.

Access to patient transport is based on medical need and we follow the Department of Health and Social Care’s (DHSC) eligibility guidance.  The DHSC eligibility criteria restrict transport to patients whose clinical condition means travelling by any other means would be detrimental to their recovery or existing condition, such as, but not limited to:

• patients who need to be transported on a stretcher
• some patients who use a wheelchair
• some patients receiving oxygen
• patients who require paramedic services
• patients who need the support of patient transport staff during the journey

Most hospitals have a transport assessment team.  Speak to them and they will be able to help.

As a carer, it is important that you understand the discharge instructions.  We know that they can sometimes feel complicated.  So, our advice is to:

Ask questions: Clarify anything that’s unclear.  If you are not sure, ask for a more straightforward explanation;
Take notes: Write down the key information so that you have it to refer to later;
Ask for written instructions: Ask for a printed copy of the discharge plan or any notes so that you can look at them again later;
Repeat back: This is a good exercise.  Repeat back to one of the health team what you think you have heard to make sure.  Start with “Just to be sure can I repeat back what I think you have said…”;
Contact information: Make sure you have noted down the contact details of who to speak to if you have any follow-up questions;
Involve others: If you can, don’t take everything on yourself.  Bring a family member or friend to help listen and remember details.

A discharge lounge is a designated area in a hospital where patients who are medically cleared for discharge can wait comfortably for their final paperwork, prescriptions, transportation, and other arrangements to be completed. It helps free up hospital beds while ensuring patients are ready for a smooth transition home.

An initial assessment is conducted by healthcare professionals to determine the patient’s readiness for discharge. This includes evaluating medical stability and any ongoing care needs.

Multidisciplinary Team (MDT) is a team of doctors, nurses, social workers, and therapists discuss the patient’s condition and plan for discharge.

A discharge plan is developed based on the assessment, outlining the care and support needed post-discharge. This may include medications, follow-up appointments, and home care services.

Communication with Community Services is coordination with community health services, such as district nurses or social care, to arrange necessary support.

Post-discharge support is follow-up appointments and home visits may be scheduled to monitor the patient’s recovery and address any issues.

They provide a point of contact for patients, their families and their carers.

That’s why our Patient Initiated Follow-up (PIFU) appointments allow you to arrange your own follow-up appointment, only when you need it, for example, if your symptoms worsen, flare-ups or change. This means you don’t need to attend hospital regularly. PIFU allows you to be in control of your care, reduces unnecessary hospital visits, reduces waiting times for other patients who may need appointments and reduces the hospitals’ carbon footprint by reducing unnecessary journeys made to our hospital.

How does PIFU work?

Your healthcare professional may recommend the PIFU pathway for you if it is safe for you to manage your own appointments. Once you are placed on the pathway, you will be able to contact the service directly to arrange a follow-up appointment only when you feel you need. You will be given a list of ‘trigger’ symptoms and signs to look out for that indicate you should make an appointment.

You will be advised how long you will be on the PIFU pathway. If you do not make an appointment within this specified time period, (maximum 12 months) you will be discharged from the service. If you need to be seen again after being discharged, you will need a new referral.

How do I book a follow-up appointment?

Booking a follow-up appointment is quick and easy. Your healthcare professional will give you a contact number or an email address to use. These details should be mentioned on your clinic letter. You should contact us using these contact details if you need a follow-up appointment.

When contacting us, you will need to provide the following information:

· Name

· Date of birth

· NHS/hospital number (please see your appointment letter)

· The clinic or service you need to book the appointment with

Please make sure to say you are on a PIFU pathway when you contact the service. Our admin team will book an appointment for you and send you text reminders beforehand. If you find you cannot attend your appointment, please tell us in advance, so we can give it to someone else who needs it.