Visitors' Charter

What we promise to do and what we ask in return


We will.….

Please help us and.…….

Behaviour • Be polite and courteous to all patients and visitors.
• Ask anyone to leave the ward or department if they are abusive or aggressive towards others.
• Behave in a considerate and respectful way towards others at all times - we do not tolerate abusive or aggressive behaviour under any circumstances.
• Do not enter the Hospital if you are under the influence of drugs or alcohol, as you will be asked to leave the premises.
Communication and
• Explain things clearly to you and avoid medical jargon.
• Give you the information you need to help you and your child make informed choices.
• Talk to us and ask any questions you may have. 
• Tell us if you are worried about anything or if you need further information.
Visiting • Welcome visitors at any time during the day, until 8pm.
• Ask visitors other than parents or carers to leave after 8pm.
• Have a maximum of 2 visitors per bed space.
• Ensure visiting children are supervised at all times by an adult.
Infection control • Take infection prevention and control very seriously. Infection control policies and procedures are in place, which all staff must follow.
• Provide information policies about Infection Control.
• Do not visit with any symptoms of an infection, including high temperature, cold or flu-like symptoms, vomiting, diarrhoea or a skin rash.
• Do not use the parents’ room or ward kitchen if your child is being isolated. Please ask a member of staff for assistance.
• Keep side room or cubicle doors closed if your child is being cared for in isolation.
Hand hygiene • Ensure all members of staff maintain good hand hygiene.
• Provide alcohol hand gel and hand washing facilities.
• Use the hand gel provided when entering and leaving the ward or department.
• Let us know if a staff member has not cleaned their hands.
• Remind your child to clean their hands before meals and after using the toilet.
Personal belongings • Provide limited storage facilities around bed-spaces. • Keep any personal belongings, toys and clothes to a minimum, as we cannot take responsibility for your personal property and we need regular access for care.
Bedside cleanliness • Maintain a clean environment in all areas. • Keep bed-spaces tidy so that our domestic staff can keep them clean.
• Speak to the nurse in charge if you have any concerns about the level of cleanliness, or contact Hotel Services directly on 0121 333 8466.
Privacy • Respect patient privacy, dignity and modesty. 
• Fully draw curtains for examination, treatment or personal care.
• Keep the curtains around the bed open at all other times, so we can monitor children and young people.
Meals • Provide meals and drinks on wards for patients.
• Provide facilities around the Hospital for parents and visitors to buy snacks and meals.
• Make your own catering arrangements for yourselves and all visitors (including the patient’s brothers and sisters).
• Eat in the ward family room or in one of our catering facilities, not at the bedside.
Noise • Do our best to create a calm and restful environment to help patients recover. • Keep noise levels to a minimum, including the volume on all audio visual equipment, TVs and mobile phones.
• Ensure TVs are switched off at 9pm.
Electrical equipment • Test any electrical equipment you bring in as quickly as possible, to ensure that patients can use them and feel at home. • Do not use any electrical equipment on the ward until it has been checked by the Hospital electrician (please ask your Ward Manager).
Mobile phones • Display signs in areas of the Hospital where mobile phones must not be used. • Do not use mobile phones in these areas, as they may affect the equipment that is used to treat your child and others.
Safety and security • Ensure the security and safety of patients and visitors.
• All wear Trust identification passes at all times.
• Do not open the entrance door to the ward for people you do not know.
• Ensure shoes or slippers are worn on the ward at all times by patients and visitors.
• Ask staff to provide you with identification if this is not clear.

If you have any concerns or comments, please speak to the ward staff or contact PALS (Patient Advice and Liaison Service) on 0121 333 8403 / 8611

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