Patient & Visitor Information

Attending Hospital

Everyone at Tameside and Glossop Integrated Care NHS Foundation Trust has an absolute commitment to the delivery of high quality services for our patients, and for their right to be treated with respect. To ensure staff are aware of your presence please register your arrival at the hospital either at the "Self Check In Kiosks" or at the main outpatient reception desk based in the ‘South Entrance’ If you are being admitted as an inpatient please follow any advice given in letters from the hospital that relates specifically to your admission e.g. where to report and at what time, whether you need to bring any samples, whether you need to refrain from food and drinks before coming in, and so on.

Attending Clinics

Communication and Confidentiality

All staff wear identification badges and should introduce themselves to you.

You will be given the name of your named nurse and the consultant whose care you are having treatment under.

Medical, nursing and other students may ask to be present whilst you are being examined or administered treatment. You are under no obligation to agree and your care and treatment will not be affected in any way, whatever you decide.

Our staff should provide you with all the information you need, however, if you are unsure about anything, please do not hesitate to ask any member of staff - an important part of everyone’s job is to keep you well informed.

In addition to verbal information and advice, our staff also have access to good quality printed leaflets and booklets, which may be of assistance to you.

There may be occasions when you or your relatives want to speak to one of the staff involved in your care, for example a doctor, therapist or specialist nurse. You may want to discuss future plans for your treatment, or talk about your treatment in more depth. The best way to do this is to ask the nurse in charge of the ward to make an appointment. They will agree with you which members of staff you need to see.

All the information we collect about you and your illness will be kept confidential by the health team looking after you. No information about you will be given to anyone else, including your relatives, without your permission.

The ward staff will normally ask that the number of people given information (either in person or via the phone) is limited to one or two individuals.

When you are discharged, we will send your GP information about your care and treatment in hospital. We will also send copies of this information to you with your agreement.

Sources of support and feedback

All of our staff are committed to providing the best possible care to you and your relatives. If you have any concerns about your care or treatment, or that of your relative, we need to know about them as soon as possible, so we can take action to improve the situation.

Positive comments about the care you or your relative have received are also very much welcomed, and provide a great morale booster for staff.

Please raise any comments, concerns, compliments or complaints with the nurse in charge of the ward in the first instance.

Visiting Times

Visiting times for our medical wards are 11am until 8pm everyday.

Our surgical wards have a rest period during the day between 1pm and 3pm. This allows our patients to get extra rest and help with recovery. 

What is a surgical ward?

If somebody has had or is waiting for surgery (operation), the are likely to be on a surgical ward. 

What's a medical ward?

A medical ward is where the patient has not had or is unlikely to have surgery. 

The Chaplaincy Department

Hospital chaplains offer spiritual care to people of all faiths and people of no faith.

Our diverse team has representation from a number of the major faiths and visit clinic areas regularly to talk and listen to patients, carers and staff.

Chaplains are available for urgent spiritual or religious need 24 hours a day, seven days a week.

There is usually a chaplain on site during normal office hours.

If you would like to speak to a chaplain, ask the ward staff to arrange this.

Chaplains will always respect your faith and your viewpoint. If you wish to see a chaplain from your own faith group, we will try to facilitate this.

In an emergency the on call chaplain will attend and may not be of the same faith as you.

To contact the team please either ask the ward staff or call the office on:0161 922 5333 (answering machine) or call the switchboard on 0161 922 6666

The Multi Faith Prayer Room

  

For those who wish to take time to pray and reflect, there are two multi-faith prayer rooms in the Ladysmith Building with resources there for different faith communities.

Based in the Ladysmith Building and open 24 hours for quiet, personal space and is available to all patients, staff, relatives and visitors.

No faith-specific symbols are kept on display, but resources / artefacts are available in the cupboards for the use of all as needed.

Religious services take place in the multi-faith prayer rooms in the Ladysmith Building.

Holy Communion

  • Sunday 2pm in the chapel, Holy Communion, Ecumenical Service (Church of England and Free Church)

Ask the staff to contact Chaplaincy if you wish to attend.

Friday Prayers

Jummah Salaah times

Winter:-

1:15pm Khutbah

1:30pm Jamaah

Summer:-

1:20pm Khutbah

1:30pm Jamaah

 

Overseas Visitors 

We understand that your visit to our hospital may be very stressful for you and we would like to make it as easy as possible when it comes to your understanding of the information that may be required by our staff to establish entitlement to NHS services.

Hospital treatment is free to people classed as ordinarily resident in the UK. Determining residency isn’t as straight forward as where you were born, payment of UK taxes, National Insurance contributions, being registered with a GP, having an NHS Number, or owning property in the UK. 

To be considered ordinarily resident, you must be living in the UK on a ‘lawful and properly settled basis for the time being’ – you may be asked to prove this.

The Department of Health Overseas Charging Regulations place the responsibility on individuals to prove entitlement to free NHS treatment. We would ask for your co-operation in providing the evidence requested, to avoid your liability for the cost of any treatment provided to you now or in the future.

Visitors from the EEA and Switzerland

If you are a visitor from the EEA, you will need to present a valid European Health Insurance Card (EHIC) or other healthcare documents (such as S2 or S1 forms) or you may be charged for your care.

If you don’t have a EHIC card you can apply for one from the country where you normally live through www.ehic.europa.eu and selecting your national flag.

It’s also possible to get a Provisional Replacement Certificate (PRC) if you don’t have your EHIC, this is an emergency document and will provide the same level of cover as the EHIC and is normally dated for the period of your visit to the country.  Please contact your national healthcare provider to request this document.

Visitors from the Rest of the World

If you are visiting England from a non-EEA country, you need to ensure you are covered for healthcare through personal medical insurance for the duration of your visit, even if you are a former UK resident. This is a requirement of your entry conditions to the country.

If you are coming for more than six months, you may need to pay the Immigration Health Surcharge as part of your visa application.  This means you will be receive treatment on the same basis as an ordinary resident of the country.

Should you need NHS treatment and you have not arranged insurance, or paid the health surcharge, you will be charged at 150% of the standard NHS rate, unless an exemption category applies to either you or the treatment.

Chargeable Patients

If we are unable to ascertain your entitlement to free NHS treatment, or find that you are a chargeable patient, you will be asked to make payment for your treatment costs.  This payment will be based on your initial clinical diagnosis and we will try to provide you with an idea of the cost in advance, please be aware that this can vary as the treatment progresses. 

Immediately necessary or urgent services, including maternity services – Clinically assessed immediate, urgent and maternity care will not be withheld on the basis of ability to pay even though you remain liable for the treatment cost. If you’re insured please see below.

Non-urgent or elective treatment – We are required by law to withhold treatment from chargeable  overseas visitors until the estimated full cost of the service has been paid.  This decision will be based on clinical opinion.

Insured Patients – Should your medical expenses be covered by travel or health insurance you may not need to pay at the time of your treatment but we will need to assess this based on the information available to us at the time of your attendance and after consultation with your insurance company.

Whilst we will provide you with an estimation of your treatment costs, we will assess the actual once you are discharged from our care and issue a final invoice as soon as possible after this. Please note that this may differ from the estimate provided as this will depend on your diagnosis and your treatment pathway.  Any overpayment will be refunded once the final invoice has been issued.

Non -Payment – We would ask that you settle your invoice as soon as possible after receiving it. If you have any financial difficulties please let us know so we can work with you to explore payment options; Unpaid invoices outstanding for 2 months may be referred to debt collection and in some circumstances if the debt is over £500 referred to the UK Border Agency; this may affect future applications to enter or remain in the UK.

Reciprocal Healthcare Agreements

The UK has reciprocal healthcare agreements with some non-European Economic Area (EEA) countries.

Within the reciprocal agreements there are a number of variations in the level of free treatment provided to visitors travelling to the UK. Generally, only immediate medical treatment* is to be provided free of charge, to allow the overseas visitor to return home for other needs i.e. follow up treatment or outpatient appointments.

Please ensure you check with the Overseas Visitors Team to ensure your financial responsibilities are clear and DO NOT ASSUME all your treatment will be covered. 

If you’re being treated under a reciprocal agreement and it is terminated during the course of your treatment then you will become liable for all further costs.

*Immediate treatment is defined as to save the patient’s life/prevent a condition from becoming immediately life-threatening or needed promptly to prevent permanent serious damage occurring

For more information on this please visit http://www.nhs.uk/NHSEngland/AboutNHSservices/uk-visitors/Pages/accessing-nhs-services.aspx

If you have any questions please contact our Overseas Visitors Team who will be happy to help at Overseas@tgh.nhs.uk  Tel: 0161 922 5807

 

Travel Expenses

If you receive certain benefits, you may be entitled to a refund of travel costs. Entitlement rules may be subject to change over time.

Eligible patients should visit Hartshead South Main Reception to make a claim and for more information. Please bring proof of eligibility.

*If you have mobility issues and require help, please contact 0161 922 4081 (Mon to Fri 9:00 am - 4:00 pm) or visit the enquiries desk at Hartshead South main entrance. For more information visit here.

NHS Number

Please be ready to supply your NHS number when contacting us. This is a 10-digit number and can be obtained from your GP Practice.