Trauma, Emergency & Acute Medicine

Emergency Department (ED) at Princess Royal University Hospital Information for patients This leaflet explains how the Emergency Department (ED) works and what to expect when you come in. Please keep this booklet with you at all times.

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All patients You will already have been assessed by a nurse and referred for care in the Emergency Department. To help you find your way around, this diagram shows your possible routes while in ED and Urgent Care Centre (UCC).

Take a seat in the UCC waiting area

Assessment by the Streaming Nurse in UCC

Fast track: A small number of patients in need of urgent care and attention will be transferred directly to Majors ED.

1 Register at ED reception

Take a seat in the main ED waiting area. You will be called for ‘Sub-acute’ or ‘Majors’ care by a doctor.

2 Take a seat in the main ED waiting area. You will be called to see the assessment nurse.

Take a seat in the Children’s ED play area. You will be called for further assessment. Please note: Children must be supervised by a parent, guardian or carer at all times.

How long will I have to wait to be seen? • We aim to see all patients as quickly as possible, but please understand this is a very busy Emergency Department • We will treat the most seriously ill patients first, which is why you may see other patients called before you, who have arrived after you.

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While you are waiting • If you are in pain and need pain relief please let the nurse know • Please do not eat or drink until you have seen the assessment nurse • Please do not smoke, the hospital is smoke-free • If you are waiting to be seen, please listen for your name to be called as the department can be very noisy • If you are seated in UCC listen out for your name as it may be called from the ED Reception.

Key areas within ED

Children’s ED Drinks / snacks vending machines

South Wing corridor to main hospital, x-ray, pharmacy, restaurant and café Sub-acute care Treatment for patients who can walk and take care of themselves.

Technical Assistant (blood tests) Assessment nurse

2 ED main waiting area

1 ED reception desk UCC main reception desk

Patient toilet Streaming nurse

UCC treatment area For minor illness and injury. This service is run by Greenbrook Healthcare

UCC waiting area

Main Entrance

Who do I contact with queries or concerns about my care? Ask to speak to the assessment nurse, or the nurse looking after you if you are in a cubicle. They will help you if you have any queries or concerns.

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Please ask if you would like a chaperone You can ask for a chaperone while you are being examined by the doctor or nurse. You can ask for a chaperone of the same sex.

Respect for staff Our staff are here to help you and will treat you with respect. We expect you to treat them with respect also. If you threaten them verbally or physically, our security officers will ask you to leave the ED. You could also be prosecuted and excluded from receiving healthcare at this Trust. We operate a zero-tolerance policy on violence and abuse

Looking after your valuables Please protect your personal belongings at all times. Please give any valuables to your family or friends to keep safe for you. If that is not possible, please ask a member of staff and we will lock them in the ED safe.

Trainee doctors and nurses We provide clinical training where our students get practical experience by treating patients under supervision. Please tell your doctor or nurse if you do not want students to be involved in your care. This will not affect your treatment.

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Discharge and patient feedback GP (home doctor) letter We will inform your GP of your visit.

Take home medication We may prescribe you medication that you can collect from our hospital pharmacy before you leave. If you run out of medication at home you should contact your GP in the first instance.

If you feel unwell or your problem gets worse after discharge: • Please contact your GP or call 111 for advice in the first instance • If you think you need urgent treatment, please come back to the ED • In a life-threatening situation call 999.

We need your feedback to help us improve We welcome your feedback on the service you received today. You can do this in two ways: • Fill in a Friends and Family Test feedback postcard and post it in one of the orange boxes located on the walls in the ED • Respond to the Friends and Family Test text or landline message that you will receive within 48 hours of being discharged from the ED. www.nhs.uk/friendsandfamily

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PALS The Patient Advice and Liaison Service (PALS) is a service that offers support, information and assistance to patients, relatives and visitors. They can also provide help and advice if you have a concern or complaint that staff have not been able to resolve for you. The PALS office is located at the front of the hospital and our staff will be happy to direct you. Tel: 01689 8632521 Email: [email protected] You can also contact us by using our online form at www.kch.nhs. uk/contact/pals If you would like the information in this leaflet in a different language or format, please contact PALS on 020 3299 1844.

Sharing your information We have teamed up with Guy’s and St Thomas’ Hospitals in a partnership known as King’s Health Partners Academic Health Sciences Centre. We are working together to give our patients the best possible care, so you might find we invite you for appointments at Guy’s or St Thomas’. To make sure everyone you meet always has the most up-to-date information about your health, we may share information about you between the hospitals. The Princess Royal University Hospital is smoke-free

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Notes on your care journey today This page is designed for you and / or members of our staff to note down any key pieces of information about your visit today. Please ask a member of staff to use this page if needed.

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ED Notes Please keep this booklet with you and hand to your doctor or nurse, so that they can, at a glance, understand the next steps in your care. To be completed by a member of the clinical team ONLY. Patient name:

Date of visit:

While you are waiting to be seen by a member of our clinical team you may need some of the following tests or investigations Pain relief:

Initials of staff member who completed test & time completed



ECG Blood tests:



Urine tests Pregnancy tests (Urine) Radiology

X-ray CT scan

Referred to specialty:

U/S Other:



Discharge Decision to admit

This booklet is for you to keep, to take home or dispose of. Please don’t leave it unattended. www.kch.nhs.uk PL699.1 August 2015

Corporate Comms: 1129 Review date August 2018