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Welcome
Information about your stay
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Patients information
This booklet is intended to help you have a comfortable
stay at Luton and Dunstable University Hospital NHS
Foundation Trust (L&D).

Interpreters
If you need an interpreter or advice then please ask your nurse, or you can phone
the PALS desk, Monday to Friday, 9am - 5pm on 01582 497990. If you need an
advocate (someone she can speak on your behalf) then the PALS staff can arrange
for a member of staff from an independent advocacy service to assist you.

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OUR COMMITMENT TO YOU

You can expect:
• To have clear explanations about your care, treatment and medical condition,
and to be involved in making decisions about your care.
• To be cared for by professional, caring and friendly staff, in a safe and clean
environment.
• To be given an identity band with your details on it, and for staff to check it
before they give you medication, treatment, investigations or surgery.
• To be treated with respect and dignity at all times. All our staff are committed
to ensuring patients’ rights, dignity and cultural values are respected.
If you are not satisfied with any aspect of your care then please tell us.

Your Privacy and Dignity

The L&D is committed to ensuring you receive all your rights as a patient under the
NHS Consitution. Please let us know if you have any special needs.

PATIENT EXPERIENCE
We hope you will be happy with the care you receive at the Luton and
Dunstable University Hospital. We are always trying to improve our services and
welcome any comments from our patients and visitors.
If you have any concerns or complaints or compliments about your care, please
speak to the ward sister or matron. We would also ask that you complete our
Patient Feedback questionnaire which is available in our ward areas.
Patient Advice and Liaison Service
PALS is a confidential service that provides help for
patients, carers, friends and family. If you have a
problem that you have not been able to rectify, we can
help you resolve it. You can find us at the Main Entrance
of the hospital within the Patient Experience Centre.
Phone us on 01582 497990. You may get an answering
machine if the team is busy. Please leave a message and
we will return your call as soon as we can.
Email us at [email protected]
We are not open at weekends and bank holidays and so
will contact you on our return with the aim to answer
your enquiry within 2 working days.

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Spiritual care
The chaplaincy service has a team of chaplains of different faith groups who
offer help with attaining peace of mind and spirit. A member of the chaplain’s
team visits each ward at least once a week and a chaplain is available at all times.
They can also contact leaders of other faiths if you wish. Please ask your nurse for
more details or phone 01582 497370. There is a hospital chapel with a multi-faith
room attached, for everyone to use. There is also a multifaith room on the ground
floor of the surgical block.

Patients with a disability

If you have any concerns regarding your stay in hospital, please speak to the nurse in
charge of your ward to make sure that our staff are aware of your needs.

Smoking
Smoking is not allowed anywhere in the hospital or hospital grounds, except in
the smoking shelters. To find their location, please see the map on page 12.

WHAT YOU MAY NEED WHILST IN HOSPITAL

• An admission letter (if pre-planned) and details of your next of kin, closest
friend relative or carer.
• Any medication that you use and a list of any allergies you may have.
• Clothes - night dresses or pyjamas; dressing gown and slippers; daywear
(comfortable clothes) and underwear.
• Toiletries
• Money - a small amount for telephone, television, internet services, newspapers
or other purchases.
• Any walking or hearing aids - glasses, contact lenses or dentures (please bring
cases with your name on and cleaning equipment for these items).
• You may also bring - squash, iPod, magazine, books, puzzles, laptop, diary, pen,
paper, stamps, bottled water, electronic games (please keep these on silent mode
so as not to disturb other patients).

You do not need

• Large amounts of food
• Valuables - jewellery, cash cards or large sums of money cannot be locked in your
bedside locker. Some valuables can be stored in the hospital safe in an emergency
and must be signed for. Cash over £100 will be returned to you as a cheque.
You will be asked to sign an indemnity form as the hospital cannot accept
responsibility for your personal property.

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ARRIVING ON THE WARD

On arrival to the ward you will
be greeted by a member of the
ward team, they will check your
details and explain the ward
routine to you.

You will be given a wrist band with

your name on it, which you must
wear at all times, this is a vital part
of our safety checks to make sure
you are always given the correct
treatments or medicines. Let the
ward staff know if you have any
outpatient appointments you will
miss whilst you are in hospital.

Each ward has its own routine, and

the staff will be happy to answer any
questions you may have or discuss
any concerns. Our wards are
managed by a Senior Sister.

You will be given the name of a

nurse who will be responsible for
your nursing care along with other nursing staff who will look after you.
You will see a range of other staff on the ward including Healthcare Assistants,
Housekeepers, Students, Discharge Officers, Pharmacists, Social Workers and
some Volunteers.

You will have a small locker by your bed for clothes and personal items. Please do
not store valuables in the locker as the Trust can not be responsible for them.

Please tell staff if:

• You have an allergy.
• You need someone to deal with your social security benefit, pensions or
allowances.
• You will need help from Social Services when you leave hospital.
• You need a medical certificate.
• Your personal details have changed.
• You are taking any medicines

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STAFF IDENTIFICATION
All staff should wear an ID badge to help you identify them.
Senior Nursing team (black uniform)
A team of very senior nurses, led by the Chief Nurse who support the Matrons
across the Trust in ensuring that our patients and their carers receive high quality
and safe care at all times.

Matrons (burgundy with grey trim)

They provide strong visible clinical leadership to a number of wards and
departments, they support ward sisters.

Ward Sisters/Charge Nurse (navy blue with red belt/epaulettes)

Are responsible for the ward where you are receiving your care.

Registered Nurses (blue and white striped dress/tunic)

On admission to the ward you will be allocated a named nurse who will be looking
after you each shift. His/her name will be above your bed.

Health Care Assistant

Provide direct care under the supervision of a registered nurse.

Doctors
The name of your consultant is shown above your bed. He/she will visit you regularly.
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CONCERNS YOU MAY HAVE

Infection control
Infection Control is very important, and we have a high standard of cleanliness; our
staff are trained to follow infection control guidelines at all times.
Same sex accommodation and privacy
When you are admitted it is possible that there will be both men and women patients
on the ward but they will not share your sleeping area. You may have to cross a ward
corridor to reach your bathroom, but you will not have to walk through opposite sex
areas. Safeguarding your privacy and dignity is a priority for all our staff. If you are
unhappy please speak to your nurse.
Who will be responsible for my care?
Your consultant. You might not see him/her every day, a doctor on their team will
visit you. Please ask your nurse about the times of the doctor’s ward rounds.
Will I be told about my treatment?
We want you to be fully informed about your care, your treatment, procedures, test
results etc. Any information about your treatment is kept strictly confidential. Apart
from your GP, we will not pass it on to anyone outside the hospital unless you give
us permission.
Consenting to treatment
You will be asked to sign a consent form before having an operation, investigation
or some treatments. Please make sure you understand what is involved, any risks,
benefits and alternatives before you sign. You also need to understand the pros and
cons of what may happen if you do not have the treatment or investigation.
You have the right to refuse any treatment or tests.
If you are unable to give your consent, your medical team will act in your best interests.
Enquiries
Families, friends and carers are welcome to telephone the ward to ask about your
progress. For reasons of confidentiality we cannot give medical information over the
phone, but we can say how you are getting on.

YOUR HEALTH RECORD

Everyone working in the NHS has a legal duty to keep your health record
confidential under the Data Protection Act (DPA) 1998. If you want more details
about this, please ask for the separate leaflet.

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MEALTIMES
Breakfast 8.15am Lunch 12pm - 1pm Supper 5pm - 6pm

FOOD
Eating and drinking is extremely important in enhancing recovery times. Please tell
your nurse if you have any special dietary requirements.

You have a choice of main meals from a menu each day including: halal, kosher,
special diet, vegan, vegetarian; Caribbean; gluten free, pureed or soft meals.
Low fat and low salt diets are all catered for. If you need a special diet, please let the
staff know when you are admitted to the ward.

You will be asked to complete a menu every day; help will be provided if required
and a dietician is available to give advice.

CAFES, RESTAURANTS AND SHOPS

There are a range of refreshment areas and shopping facilities throughout the hospital
for patients, visitors and staff.

TROLLEY SERVICE
We have a limited trolley service run by volunteers, which visits the ward.

HOSPEDIA
At the side of some of our beds is Hospedia Entertainment Systems with TV,
radio and telephone links. Payment cards can be purchased from yellow vending
machines located around the hospital. Please ask a member of staff for the nearest
machine. Please consider others by using the headphones at all times.

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Visitor information
VISITING TIMES
Our visiting times are 2pm – 8pm
(Please note that the hospital adheres to protected mealtimes as below)

Protected Mealtimes
Because patients can find eating difficult when they are unwell the hospital has
introduced the 'protected mealtimes' scheme.
12 - 1pm 5 - 6pm
During protected mealtimes wards are closed to visitors and no routine procedures
or investigations take place.
In some areas, we welcome relatives to come into the ward if they are assisting with
the patient’s meal. Please discuss this with ward staff.

WHEN VISITING...
• Please do not visit the hospital if you are sick yourself.
• Make sure that you wash your hands on entry and leaving the ward or use
the alcohol gel.
• No more than two visitors at any time around the bed unless otherwise
stated. Large groups of visitors are welcome to wait in the public areas of
the hospital and rotate the visitors present at the patient’s bedside.
• Any children visiting must be supervised all the time. Visiting is also at the
discretion of the Ward Sister.
• Please check with the nurse in charge before visiting a patient if you have a
medical condition which makes you vulnerable to infection, or a mild infection
such as a cold, or if you feel unwell.
• Please inform the ward or department staff if you notice the alcohol gel
dispensers are empty or not working.
Present for patients
Patients like to receive gifts while in hospital. Visitors can bring gifts such as fruit,
sweets, books and magazines, but it is important not to clutter the patient’s bed area.

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LUTON AND DUNSTABLE HOSPITAL CHARITABLE FUND

The Luton and Dunstable University Hospital Charitable Fund is an
independent registered charity that exists to support and enhance the
services of the Luton and Dunstable University Hospital. This Fund helps to buy
additional equipment, enhance facilities, supports medical research and provides the
extras that make being in hospital a more comfortable and less distressing
experience for you, our patients.

You can choose to support the Charity as a whole or one specific ward or
department. We are extremely grateful to everyone who has donated in the past
and helped us buy new state of the art equipment, comfort items and improve the
environment in which you and your family are cared for.

For more details or to make a donation please email [email protected] or

call 01582 718 043.

BEHAVIOUR TO L&D STAFF

We are committed to ensure the safety and security of staff and any person
with permission to be on the premises.

Any form of harassment, threat or actual violence faced by staff from patients, their
families or friends are unacceptable and will not be tolerated.

Patients and visitors are allowed to use mobile phones in the hospital in a courteous
and considerate manner to others. Under no circumstance should a patient or
visitor take a photograph or film anything in the hospital for personal, social media or
wider use. This is for the protection and security of all our patients, visitors and staff.

Security
We regard security as very important. Some areas can only be entered by a security
pass or by permission of the staff. Security personnel regularly patrol the hospital
and grounds.

YOUR HOSPITAL IN YOUR HANDS

As a patient or local resident you are entitled to become a voting member
of the Luton and Dunstable University Hospital and have your say in the way
we develop and improve our services.

To become a member go to www.ldh.nhs.uk or phone the membership

department on 01582 718333 (office hours) for an application form.

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Carers Lounge - A new service for family carers

St Mary’s Wing, Luton & Dunstable Hospital
The Lounge offers information and support to visiting carers of all ages, with
any challenges they may experience in relation to their caring role.
Carers can drop in between 11am—6pm
For more info contact 07471 038398 / 0300 111 1919
Or email [email protected]

CAR PARKING
Car parking can be found close to the hospital. Parking space is limited so
please allow extra time or consider using an alternative mode of transport
(eg public transport).

There are pick up/drop off points at the main hospital entrance or at St Mary’s car
park (10 minutes free to drop off/pick up).

Parking is free of charge for solo motorcycles. There are a number of bicycle parking
facilities throughout the site.

Some of our car parks operate a pay on exit system, others are pay and display
(Calnwood Road, maternity and breast screening).

Please note: The Dunstable Road car park is only accessible from the eastbound side
(heading towards Luton) of the dual carriageway. Pay & Display (P&D) is currently
used in the Calnwood Road, Maternity and Breast Screening visitor’s car parks.

PARKING CHARGES
The current charges for car parking at the hospital are:
Drop off Free Up to 5 hours £6
(designated drop-off points only)
Up to 6 hours £8
Up to 30 minutes £1 Up to 12 hours £10
Up to 2 hours £3 More than 12 hours £20
Up to 3 hours £4

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Parking (charges apply) S Smoking shelter Restaurant (1st floor)

Parking for disabled Bus stop Cafe (ground floor)

badge holders
Visitor bike rack A- U Outpatient Zones
Drop-off points Entrances Ward areas

Wards 31-34
(Maternity, Gynae)
Delivery Suite

RS TE
90 ME
11 M1
Wards 14-19
S G U

TION
St Mary’s
Therapies
E

JUNC
Wards 20-26
(Surgical &
Main Comet
A M B U L A N C E S O N LY

Childrens Wards)
Centre
CALNWOOD ROAD

Building

ROAD
Phlebotomy
(Blood tests) Wards 1-12
Medical

TA B L E
C D Block

B
DUNS
Main Reception
F A & PALS Office A505

H Fertility A&E
Centre S
ILES

LEWSEY ROAD LEWSEY ROAD

E 3 M
TA B L

Breast
DUNS

Screening
Centre

Owing to the site redevelopment there will be a number of changes to the

location of some wards and clinics. For the most up to date information
please ask a member of staff or visit our website www.ldh.nhs.uk

Lewsey Road, Luton, Bedford LU4 0DZ

Code: LDH/PAT INFO 1 2015 Review 2018