AYO U R A D M I S S I O N TO L O N D O N B R I D G E H O S P I TA L

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Thank you for choosing London Bridge Hospital. Our teams are at the cutting-edge of medicine, using the latest breakthroughs to transform lives in ways never before thought possible.

Even in these extremely challenging times, they have managed to keep delivering outstanding healthcare. London Bridge Hospital has been open throughout the pandemic, treating the most complex cases and delivering critical care.

This pack contains important information you need to think about before your admission and the steps you need to complete before you arrive. So please read it carefully.

While you’re with us, you’ll see all the measures you’d expect, to ensure your safety. What you might not see is the extraordinary work going on behind the scenes such as; floor to ceiling deep cleaning of patient bedrooms, meticulous disinfecting of doors and lift buttons and the rigorous coronavirus testing programme for all staff – including antibody tests.

We’re fortunate to have leading microbiologists on our team who guide our response to keeping you safe. And we constantly review all our infection prevention and social distancing measures to make sure our patients are in the most protected environments possible.

If you or your relatives and carers have any questions, or if you need anything during your stay, all you have to do is ask.

We look forward to welcoming you. With best wishes.

Janene Madden Chief Executive Officer London Bridge Hospital

W E L C O M E

C O N T E N T S

Preparing for your visit ............................................................ 5

What to bring ......................................................................... 8

Getting here .......................................................................... 10

During your stay .................................................................... 12

Leaving the hospital ............................................................... 14

54 P R E PA R I N G F O R YO U R V I S I T

INTRODUCTION GETTING HEREWHAT TO BRING LEAVING THE HOSPITALPREPARING FOR YOUR VISIT DURING YOUR STAY

To make sure your admission goes as smoothly as possible, there are a few things you’ll need to do before you arrive.

C O M P L E T E YO U R Q U E S T I O N N A I R E

We need some essential information from you, at least one week before you arrive. The pre-assessment questionnaire covers things like your medical history so we know about anything that might affect your stay.

It should take you around 10-15 minutes and can be completed online: preassessment.hcahealthcare.co.uk

After you’ve completed your questionnaire, one of our nurses will call you. They’ll explain the procedure and our screening requirements, as well as answer any questions you might have.

E AT I N G A N D D R I N K I N G B E F O R E YO U R P RO C E D U R E

We’ll give you instructions about how or what you can eat and drink before you arrive. If you don’t follow these, we may need to delay or cancel the procedure for your safety. Speak to your consultant or the pre-assessment team if you have questions.

G O F O R A S C R E E N I N G

We’re doing everything we can to make our facilities as safe as possible. To keep out new infections, we’ll screen you for COVID-19 and MRSA before your procedure. You can usually have both screenings during the same visit, but your pre-assessment nurse will explain your options if this isn’t the case.

Your tests will be at London Bridge Hospital’s Urgent Care Centre at 29 Tooley Street, SE1 2PR. You will need to visit 48 to 72 hours before your procedure. To help us keep the screening centre safe, please don’t arrive more than ten minutes early. Please travel alone in your own car (or with someone from your household if necessary), not on public transport. Remember to keep the car well ventilated.

If your COVID-19 result is negative, we will continue with your procedure as planned. If you have a positive COVID-19 result, we will need to postpone the procedure. Our team will call you to explain the next steps if you have a positive result.

If you’ve had an MRSA screening in the last six weeks, you won’t need another one. Your cover letter will confirm if you need the test.

We want you to feel as prepared as possible – so if you have any queries ahead of your admission please call our pre-assessment nurses on 020 7234 2078 or email: pre-assessment.lbh@hcahealthcare.co.uk

Vince Deleo Concierge

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C H E C K YO U R I N S U R A N C E O R PAY M E N T O P T I O N

If your insurance is paying for the procedure, you need to check with them that your treatment is covered. It’s important that you do this in advance of your visit. You’ll also need to confirm your authorisation number with them as you’ll be asked for this at your COVID-19 and MRSA screening and on the day of admission.

We’ll always try to make things as simple and stress-free as possible. We review your accounts daily and if necessary we’ll liaise with your insurers or third parties to keep them updated. Contact our pre-admissions team on 01745 881603 if you have any queries.

If you’re paying for the procedure yourself, you need to do this in full before you arrive. Speak to our self-pay team on 020 7234 2948 or email selfpaylbh@hcahealthcare.co.uk to confirm the cost or ask questions.

Should we need to request further funds during your treatment we’ll keep you fully informed.

If a third-party sponsor is paying the bill, we’ll need a letter of guarantee. Ask us for a cost estimate.

A D D I T I O N A L C H A RG E S

Don’t forget to check professional fees for consultants, anaesthetists and intensivists as these will be invoiced separately and not included within the hospital’s invoice. Similarly, if you are insured, certain expenses such as take home medication and physiotherapy aides are not routinely covered.

You’ll be given an invoice for any additional charges. We’ll ask you for your debit or credit card details

prior to or on admission and your card will only be charged if additional fees haven’t been paid within the specified time.

Card details will be held securely for 90 days and in compliance with PCI Data Security Standards.

H O W TO PAY

We accept a number of different payment methods. If you’re due a refund, we can only pay you back using the same method. If you paid in cash, we can only provide a refund by cheque.

• Debit/credit card – Call 020 7034 4640 (option 1), and quote the hospital number on your admission letter.

• Online – Pay securely on our website at: hcahealthcareuk.co.uk/online-payments

• Cash – We only accept pounds sterling.

• Cheque – Please make sure it arrives at least 10 days before your admission.

• Banker’s draft – This needs to be payable before or on the date of your admission.

• Bank transfer – Please bring proof of payment with you. Our bank account details are:

Barclays Bank plc St John’s Wood and Swiss Cottage Branch PO Box 2764, London NW3 6JD

Sort code: 20-74-71 Account number: 80933279 International swift code: BARCGB22 IBAN Number: GB56 BARC 2074 7180933279

INTRODUCTION GETTING HEREWHAT TO BRING LEAVING THE HOSPITALPREPARING FOR YOUR VISIT DURING YOUR STAY

P R E PA R I N G F O R YO U R V I S I T

W H AT TO D O B E F O R E YO U A R R I V E

Complete your online pre-assessment questionnaire

Follow the isolation guidance before your procedure

Go for a COVID-19 and MRSA screening at our Urgent Care Centre

Check payment details – either confirm you’re covered under insurance, or pay for your procedure in full

Read the terms and conditions on the back of your Admission/Registration form

Follow any instructions about eating and drinking before your procedure

Confirm your authorisation number, if your insurance is paying. You’ll be asked for this at your COVID-19 and MRSA screening and on admission day

Pack everything you’ll need for your stay

Plan your journey to the hospital, which must be in your own vehicle

Explain to family and friends that they can only visit virtually (we can arrange a secure video call and provide you with a tablet)

Make arrangements for someone to escort you home after your stay

Kathryn Hornby – Chief Nursing Officer (right)

Abegail Nebres – Staff Nurse (left)

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INTRODUCTION GETTING HEREWHAT TO BRING LEAVING THE HOSPITALPREPARING FOR YOUR VISIT DURING YOUR STAY

From porters to catering staff, nurses to consultants, everyone here at London Bridge Hospital is dedicated to making your experience as comfortable as possible. And there are some things you can do too – whether that’s choosing a good novel or remembering to pack your slippers.

M E D I C AT I O N

Please bring any tablets, inhalers and medications you need in the original packaging (not a dosette box). We’ll need to check them when you arrive and store them for you. We’ll return them at the end of your stay.

C LOT H I N G

Loose and comfortable is best. You’ll also need a pair of closed-back, flat-soled shoes, trainers or slippers.

G L A S S E S O R C O N TA C T S

Don’t forget your cases and solutions. If you wear contacts, you’ll need to take them out for your procedure.

O V E R N I G H T B A G

Including nightwear and anything extra you may need to sleep comfortably. You’ll have a dressing gown available in your room. We provide basic toiletries, but if there’s something in particular you’d like, feel free to bring it with you.

E N T E RTA I N M E N T

Don’t forget to bring something to do while you’re recovering, for example, a laptop, books, magazines or puzzles. There’s WiFi throughout the hospital.

W H AT N OT TO B R I N G

Some things are best left at home. We don’t allow cigarettes, e-cigarettes, candles, burners or incense on site.

If you must bring something valuable with you, don’t forget to check your insurance covers it – while we provide a small safe in your room, we can’t accept any liability for your personal items.

For your procedure you need to remove any jewellery (except a wedding band), piercings, make-up and false nails.

“ Every member of the staff was sincere and professional in their dispensing of care. All staff – from nursing to catering to cleaning – opened their engagement with a smile. I have never experienced more attentive nursing, combined with a real knowledge of urological conditions.”

A few words from one of our patients

Private Care at Guy’s patient bedroom

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INTRODUCTION GETTING HEREWHAT TO BRING LEAVING THE HOSPITALPREPARING FOR YOUR VISIT DURING YOUR STAY

Being in central London means we’re extremely well connected. But it also means there’s a chance of traffic, so we think it pays to plan ahead.

Your arrival time is mentioned in the cover letter included with this pack. Please bring the letter with you. If you have any questions about your arrival time, please ask your consultant or call our business office on 020 7234 2274.

O N A R R I VA L

You’ll be coming to one of two sites: the main reception at London Bridge Hospital by the river, or Private Care at Guy’s on Great Maze Pond road. You’ll find the reception to Private Care at Guy’s on floor ‘H’. Your letter will tell you which site you should come to.

PA R K I N G

We don’t have parking on site (except for your COVID-19 and MRSA screening – see the next section), but there is a drop off and pick up area outside. The closest 24-hour parking is NCP Snowfields, Kipling Street, SE1 3RU.

Don’t forget the congestion charge applies. Visit cclondon.com for more information. If your vehicle doesn’t meet the Ultra Low Emission Zone standards (which apply 24 hours a day, every day), you’ll also need to pay the daily fee.

PA R K I N G F O R S C R E E N I N G

Our Urgent Care Centre has designated parking which you can use during your COVID-19 and MRSA screening. When you arrive, our porters will be there to show you where to go.

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ST OLAF HOUSE

HCA UK AT THE SHARDFloors 4, 5 and 6

PRIVATE CARE AT GUY’SOn top of Guy’s Cancer Centre (Floor H)

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NCP CAR PARK

SOUTHWARK CATHEDRAL

LONDON BRIDGE HOSPITALMain inpatient location

ONE WAY

King’s College & Guy’s campus

Lower station concourse

Upper station concourse

Navigating London Bridge Hospital

AREAS

DIRECTIONS

Escalator

Road

Walkway

London Bridge Hospital entrances

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INTRODUCTION GETTING HEREWHAT TO BRING LEAVING THE HOSPITALPREPARING FOR YOUR VISIT DURING YOUR STAY

From nutritious meals to WiFi throughout the building, we’ve made sure you won’t want for anything.

And of course, if there’s something else you need, don’t hesitate to ask.

On your arrival, we’ll check your temperature and provide a face mask. You must wear your mask

everywhere in the hospital except when you’re alone in your room.

We’ll then show you to the day case area, or your room if you’re staying longer. We’ll explain the facilities

and go through the registration form.

D U R I N G YO U R STAY

Once you’ve settled in, a nurse will do some routine checks, including:

• Checking identification and issuing your

wrist band

• Confirming the type and time of your procedure

• Confirming the consultant’s details

• Checking your observations including blood

pressure

It might seem like we’re asking a lot of questions, but we need to be 100% certain we have your details correct.

Don’t forget to keep your identification band on throughout your stay. Please always wear your face mask except when you’re alone in your room.

YO U R M E A L C H O I C E S

We believe good food is a vital part of your recovery. You deserve a restaurant-quality experience, so we’ve created a varied selection for you to choose from each day.

You’ll find a menu in your room when you arrive and our catering staff will come to take your order. Full room service is available until 8pm – after this we can offer sandwiches and drinks.

We’ve made sure our menu caters for all dietary needs and allergies. If there’s anything at all we can do for you, please let us know.

“ The team have not only loved and cared for me but they’ve loved and cared for my family. Nothing is a silly request, nothing is too much trouble and most importantly, they allowed me to create a place of sanctuary where I could recover.”

Sam Levy

V I S I TO R S

To keep our hospital as safe as possible, we do not allow any visitors, except in extenuating circumstances.

However, we know how important it is to keep in touch with friends and family so we’re offering a virtual visitors service. We’ll organise a secure video call and deliver an iPad, already set up, to your room. Dial ‘0’ from your hospital phone, or email contact@hcahealthcare.co.uk to arrange the virtual visit ahead of your admission. You’ll need the contact details of your loved ones to hand.

K E E P I N G C O N N E C T E D

You can use your phone throughout the hospital – we have full WiFi coverage.

Alain Mara – Hotel Services Manager

1 5L E AV I N G T H E H O S P I TA L

U S E F U L T E L E P H O N E N U M B E R SM a i n s w i tc h b o a rd : 0 2 0 74 07 3 1 0 0

Pa t i e n t a c c o u n t s : 0 2 0 72 3 4 2 9 9 6

L O N D O N B R I D G E H O S P I TA LS e c o n d f l o o r : 0 2 0 72 3 4 2 27 1

T h i rd f l o o r : 0 2 0 375 1 0 2 2 3

Fo u r t h f l o o r : 0 2 0 72 3 4 24 3 0

F i f t h f l o o r : 0 2 0 72 3 4 2 5 7 1

I n te n s i v e c a re u n i t : 0 2 0 72 3 4 2 3 5 6

D a y s u rg e r y u n i t : 0 2 0 72 3 4 2 5 8 1

P R I VAT E C A R E AT G U Y ’ SM a i n r e c e p t i o n H 0 : 0 2 0 39 0 5 4 0 0 0

C h e m o t h e ra p y D a y U n i t H 0 : 0 2 0 39 0 5 2 8 6 4

H 1 : 0 2 0 39 0 5 4 1 2 5 / 2 0

H 2 : 0 2 0 39 0 5 42 31

H 3 : 0 2 0 72 3 4 2 3 5 0

T H E S H A R DG ro u n d f l o o r r e c e p t i o n : 0 2 0 37 94 4 5 8 2

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While we’ll do everything to make your stay as comfortable as possible, we also know you want to get home.

Even before you arrive, we’ll start planning your discharge so you have everything you need to continue your recovery.

We recommend you have someone with you when you leave. If you’ve had an operation under IV sedation or general anaesthetic, you’ll need a responsible adult to take you home by car and care for you for the next 24 hours.

Depending on the type of surgery you’ve had, you and your household may need to isolate after your surgery. Your consultant will advise you on the recommended self-isolation guidance.

If you have any of the following symptoms after your procedure, please contact the hospital ward (telephone number on your discharge notes) or your consultant:

• Any COVID-19 symptoms

• Increased pain or swelling

• A temperature above 37.8 degrees Celsius

• Bleeding in the are you had surgery

• Difficulty passing urine

In an emergency, please visit your nearest emergency department and remember to take your discharge letter with you.

If you have any questions after you’ve left us, please call the number on your discharge information.

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