Poppy Ward: Information for service users

Welcome to Poppy Ward

The purpose of this booklet is to provide you with information about our service during your stay. A leaflet for your family or carer is also available. We hope it will answer some questions you may have and provide some reassurance about issues that may concern you.

Poppy Ward is a 21 bed unit providing care for male and female services users who are, or may be, suffering with a mental health problem. The staff are committed to providing high quality care with a focus on recovery and involving you, and, if you wish, your family or carer, with your care and treatment.

Admission and your stay

When you are admitted, you will be introduced to the ward staff and advised who your Keyworker is and when they will next be on duty, although please approach any member of staff if you have any concerns or questions and they will help you or arrange for someone to meet with you. You will also be shown around the unit and be shown where your bedroom is. A key or access card will be provided so that you may secure your bedroom while in another area of the unit.

All the medications you have brought with you must be given to staff for safe keeping.

Your responsible clinician will be: Dr Jenkins. You will meet your consultant and their medical team as early as possible following your admission, whom you will see regularly. If you wish to be seen by the doctors at anytime, please speak to a member of staff.

On admission, you will have a physical examination, which will include checking your blood pressure, height and weight. You will also need to provide a urine specimen. This is to check signs to do with your physical health; you will be asked specifically if drugs are going to be tested for.

While you are in hospital, you can expect to be treated as an individual; your different needs will be taken into account irrespective of your gender, age, race, ethnicity, disability or sexual orientation. We recognise the importance of privacy and dignity and will do all we can to meet your needs in this respect, so please advise us of any special requirements (for example, dietary). We will listen to your views and concerns when making decisions about your care and will involve you as much as possible.

Staff do not always wear uniforms, but they can be identified by their identity badges and the staff photo board.

The staff core shift patterns and ward visiting times will be displayed on the information boards located in the social or dining areas as well as the daily menu and scheduled meal times. Drinks are available throughout the day. These information boards will also advise of all planned therapeutic and recreational activities that are available for you to participate in.

Expectations while on the ward

The following are mutual expectations that have been developed with service users and staff through the ‘Safe Wards’ initiative for while you are an inpatient. These include:

• The team will try to deal with requests in a timely and efficient way, reporting back on progress

• Staff are open and willing to hear suggestions from service users

• Everybody should try to look after themselves, keeping themselves clean and well dressed, staff are available to assist anyone who is unable to do so on their own

• Everybody should assist in keeping the ward clean and tidy

• Staff will always make an effort to try to accommodate leave requests and work with individuals to make alternative plans if their request cannot be met straight away

• We will all respect each others’ property

• Staff will keep everyone informed of ward activities by writing this on the activity board in the dining area including any changes in the daily programme

• Service users are asked to please be aware that their actions while off the ward (during leave) may have an impact on their treatment plan – especially with regards to the use of drugs and alcohol

• We will all respect one another’s differences. Offensive remarks of any kind aimed at a person’s religion, race, ethnicity, age, appearance or beliefs are unacceptable

• Violence of any kind, including threatening others, swearing or aggressive language, hitting or throwing things will not be tolerated. If you are feeling angry, politely ask to be left alone or walk away from the situation. But do try to provide an explanation when you feel calmer and able to do so

• Please be aware of the noise levels on the ward which may disturb others

• Refrain from playing loud music especially at night, and if you are using your mobile phone, politely leave the communal areas so as not to disturb others

• Offer support to each other but be aware that some people may want to be left alone, in which case, please do not be offended or get annoyed

• If others are watching TV, but you would like to watch a different programme, please politely ask before changing the channel.

 

Health, safety and ward procedures

Personal property

Trust procedures for dealing with your property will be explained on admission and you may be asked to sign a disclaimer.

Your personal belongings may be listed upon admission and any prohibited items will be removed; these include sharp objects (knives, razors, scissors etc.,) alcohol and drugs and any medications. We ask that personal belongings are kept to a minimum and things of significant value, sentimental or financial, are sent home with your family, friend or carer or handed to staff for storage under the area’s cash and valuables (C&V) procedures.

Any electrical items you bring have to be tested before you can use them unless these are new items with sealed plugs but there is a communal lounge containing a TV, DVD, video and music system.

You are encouraged to have your own, preferred toiletries brought in but in an emergency, basic items can be provided until you can obtain your own. Staff will advise you of laundry availability.

Mobile phones and cameras

Mobile phones can be used in designated areas, but the camera facility should not be used to take pictures of others (staff and service users) without their consent. If you do wish to take a photograph of someone, please speak to the staff first.

Cameras are not usually allowed on the units but if you wish to use one, please discuss this with your Keyworker.

A phone is available on the unit if you need to make a call but do not have access to a mobile phone.

Smoking

The Trust adopts a healthy living strategy and therefore service users are actively encouraged to discuss smoking cessation while under the care of the Trust. If you wish to give up smoking, advice and support can be obtained.

Smoking indoors in any area of the Trust is against the law. Visitors are asked to refrain from smoking for the short time they are on Trust premises.

Drugs and alcohol

Taking illicit substances or consuming alcohol while you are an inpatient may result in you being discharged or the police being contacted. If staff suspect that you may have been consuming alcohol or using illicit substances, they may request a urine specimen for analysis or ask to breathalyse you.

You should also not take any medications that are not prescribed for you in case these react badly with those you are prescribed.

Fire procedure

The fire alarms for this site are tested every Wednesday, prior to the test staff will advise you of the time of testing.

In the event of a continuous alarm sounding, this indicates a fire in the ward / area where you are and staff will direct you to a place of safety.

In the event of an intermittent alarm sounding, this indicates a fire in an adjacent ward or building and you are safe to remain where you are unless directed by staff. In the event of you discovering a fire, inform a member of staff immediately and do not attempt to tackle it yourself.

Reporting an incident

In the event of any emergencies / incidents, please inform a member of staff immediately.

Leaving the ward

All service users must inform a member of staff of where you are going and how long you will be for fire / safety reasons. If you are leaving the unit for a long period of leave, for example, one week, it is advisable to take all your belongings with you.

For those who are detained under the Mental Health Act, staff will explain the procedure for requesting and having leave away from the ward as the circumstances for each individual may vary.

Informal service users have the right to leave at any time and should approach the professional in charge if they wish to do so.

Medical certificates

Medical certificates, such as ‘fit notes’, can be discussed with your Keyworker. These will be sent directly to employers or the Department of Social Security for those in receipt of benefits. If you are currently working and do not wish your employer to know you are in hospital, your decision will be respected.

A certificate can be sent after your discharge if you wish. Fit notes can only be dated between your admission and discharge date. If you do not feel ready to return to work following discharge you should arrange to see your GP for a review.

 

Carer’s assessments

If you have someone who regularly looks after you that you may feel needs extra support, then this person may need or benefit from a Carer’s Assessment. The purpose of a Carer’s Assessment is for them to be able to discuss with staff the help they need with caring, plus help to maintain his / her health and to balance caring with his / her life, work and family commitments. Social services use the assessment to decide what help may be provided. Every carer is entitled to have an assessment, even if they do not want to receive help from social services or mental health services.

Confidentiality

You have the right to determine who has access to your health records. Access to health records will not be withheld from the Trust staff directly involved with your care, quality or monitoring of services; however, staff have the duty to ensure that your personal information remains confidential and is only disclosed to authorised persons.

You may be asked to complete a form to say who you do, or don’t, wish information to be shared with.

For further information about your health records and confidentiality, please speak to a member of staff who can provide you with the current Data Protection Act information leaflet. We will only disclose information without your consent when there is a significant risk that may cause harm to yourself or others if this information was not shared.

 

Customer Services

Our Customer Services staff provide confidential advice, information and support, helping you to answer any questions you may have about our services or mental health matters. They can also signpost you to other services which may be helpful to you. Our Customer Services staff can be contacted on Freephone 0800 279 7257 between 9am and 5pm, Monday to Friday or email: customer.service@nsft.nhs.uk.

 

Advocacy services

Should you require support or representation, an independent advocacy service can be contacted. This service is free of charge and offers support to service users for various issues, such as representation at a Tribunal, a Hospital Managers’ Hearing, helping with money concerns and advising on entitlement to benefits. You will find leaflets for local advocacy services in our Customer Services department or information areas within the department. If you are unsure which is suitable for your requirements, contact Customer Services who will provide you with the contact details for the appropriate service.

 

Compliments, suggestions and complaints

If you wish to pass on a compliment or make a suggestion, you can complete the ‘Help us to help you’ leaflet.

If you wish to complain about any aspect of your care, please discuss this with your Keyworker or other member of ward staff in the first instance so that they can try and resolve a complaint as quickly as possible.

If you feel that the complaint has not been resolved, you can complete the ‘Help us to help you’ leaflet or write to the Patient Safety and Complaints Lead at Hellesdon Hospital.

The leaflet is available from Customer Services and information areas and will give you advice on how to make your complaint heard. If you require assistance, a member of staff or an independent advocate can assist with this.

 

For further information please contact: Lucy Wall, The Ward Manager, Poppy Ward, Woodlands, Ipswich Hospital, Heath Road, Ipswich IP4 5PD, Tel: 01473 891760.

 

Customer Services

Customer Services provide confidential advice, information and support, helping you to answer any questions you have about our services or about any health matters.

If you would like this leaflet in large print, audio, Braille, alternative format or a different language, please contact Customer Services and we will do our best to help. Email: customer.service@nsft.nhs.uk or call Freephone: 0800 279 7257

Norfolk and Suffolk NHS Foundation Trust values and celebrates the diversity of all the communities we serve. We are fully committed to ensuring that all people have equality of opportunity to access our service, irrespective of their age, gender, ethnicity, race, disability, religion or belief, sexual orientation, marital or civil partnership or social and economic status.

Trust Headquarters: Hellesdon Hospital Drayton High Road Norwich NR6 5BE

Telephone: 01603 421421

Website: nsft.nhs.uk

Twitter: @NSFTtweets

Facebook: NSFTrust

© June 2017. Leaflet code 17/110. Review date May 2020. GFX:4680

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