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In-Patient Guide
A Guide to your stay at the North West Independent Hospital
Our highly qualified nursing staff look forward to meeting you and will endeavour to do their utmost to make your stay as comfortable as possible.
The Hospital is situated in a tranquil rural setting, which helps to create a pleasant, peaceful atmosphere.
We offer you a warm welcome to the North West Independent Hospital.
- Admission
- About Your Stay
- Children
- Meals
- Meal Times
- Personal Items
- Newspapers
- Telephone
- Safety
- Stationery
- Valuables
- Visitors
- Patient's Comments
- Discharge
- Charges
- Quality Assurance
- Maintaining Standards
- Complaints
- Fire Instructions
When you arrive at the Hospital you will be shown to your room by an Admissions Clerk. The Nurses will show you how to use the Nurse-Call System and other facilities provided. Any queries you have, please ask the Nurse.
Our admissions clerk will discuss with you how you are meeting the cost of your stay and will assist you to complete any necessary documentation.
Information About Your In-Patient Stay
All single and double rooms have full en suite facilities. Each has radio, colour TV and bedside telephone. Video facilities are available on request.
A Nurse Call System protects privacy whilst providing immediate contact with the nursing team.
The hospital boasts extensive landscaped gardens where you may, at your Consultant's discretion, take exercise or enjoy sitting in the fresh air. Tea or coffee may be ordered for you to enjoy in the central Courtyards.
Towels are provided in each patient bathroom. Hairdryers are available on request.
Battery operated electrical equipment, such as radios or personal radios may be used within the hospital. However, personal electrical goods must be checked by the hospital to ensure no interference with our systems.
If you are bringing your child for treatment in our hospital you may be glad to know special provisions have been made for their comfort and your peace of mind.
The nursing staff can provide toys, games and books for a wide range of ages. Children's videos can be made available on request.
Parents can stay with their children if they so wish and arrangements can be made to provide overnight accommodation in one of our Parent and Child Rooms at the time your booking is made.
Alternatively, if accommodation was not booked but you would like to stay, please speak to your Nurse who will make the necessary arrangements.
This should be addressed to you at the hospital. Our formal address and postcode is as follows:
Your Name
North West Independent Hospital
Church Hill House
Ballykelly
County Londonderry
BT49 9HS
An excellent catering service with a wide choice of menu is provided.
Our Catering Manager or a member of our catering team will visit you each day whilst you are in Hospital to discuss your diet and choice of menu.
Light meals, beverages and snacks are also available around the formal meal times, which can be ordered through nursing staff.
A special menu is also available for children.
A selection of beverages is available on request subject to your medical condition.
Meals are normally served between the following times:
Breakfast: 8.00am 8.30am Luncheon: 12noon 12.30pm Dinner: 5.00pm 5.30pm Supper: 8.00pm 9.00pm Or a beverage can be served at your request.
There are a number of items you may wish to bring with you and a few suggestions are set out below:
- Nightgown / Pyjamas
- Dressing Gown
- Slippers
- Toothbrush / Toothpaste
- Personal Toiletries
If you have letters to post, please ask for them to be handed to the main reception desk.
For children - a favourite toy or teddy bear can be a welcome comfort when away from home.
A newspaper(s) of your choice can be purchased and delivered to your room each morning, and will be charged to your Hospital account, if applicable.
The telephone in your room is for your personal use and calls are metered and charged to your account from the time of admission.
A payphone is available in the main reception area. If you do not wish to be disturbed or, on medical grounds it is recommended you rest, your calls will be transferred to the nursing staff who will ensure any messages are passed to you.
In the interests of patient safety, and in accordance with hospital policy the fire alarm may be tested during your stay. The nursing staff will advise you in advance of any planned testing during your stay.
Stationery will be provided on request.
The hospital cannot be held responsible for loss of, or damage to, property brought to the hospital.
We, therefore request that you do not bring articles of value with you on admission.
If you have been admitted as an emergency patient, please ask your relatives to take such items home and inform the nursing staff.
We have a locked cabinet for valuables while you are in Theatre. You will receive a receipt for any valuables locked in the cabinet. When you return from Theatre these items will be handed back into your possession.
Subject to your medical condition, telephone contact and personal visitors are most welcome at any time.
However, we do ask patients wishing to receive visitors after 9.30pm to inform the nursing staff during the day.
Visitors must report to the Nursing Station on arrival.
We would be very interested in all your comments in relation to all aspects of the service we have given to you. If any problems arise, please contact the Nurse in charge, Sister or Hospital Manager for a confidential discussion.
Your Consultant will liaise directly with you and the nursing staff before determining your date of discharge.
On discharge from the Hospital, a letter for your GP and if need be Community Services, will be arranged prior to discharge.
If you intend to use your medical insurance, you will need to inform your insurance company that you are to be admitted and confirm that the cost of your stay will be covered by your individual policy.
Your insurance company will then give an authorisation code or send you a claim form which will need to be completed and signed by your Consultant at the Hospital.
If the scheme is a company scheme operated by your employer, the claim form will need to be countersigned by the Company's / Group Secretary.
You should bring your claim form and current registration certificate with you when you are admitted. This should enable the Hospital's accounts and those of the Consultants (including Anaesthetist where appropriate) to be settled directly with your insurer.
The Hospital does operate a special Fixed Price Surgery Scheme whereby treatment for a range of selected procedures can be provided at guaranteed fixed prices.(contact administration on: 028 7776 3090)
The North West Independent Hospital is committed to the provision of the highest quality health care and as such each department measures performance against stringent standards and agreed targets.
We welcome the opportunity to improve our facilities and services wherever possible and it is to that end we circulate a brief questionnaire to each patient seeking comments.
The brief questionnaire will be given to your during your stay and we would value your answers and comments about the service you received.
Maintaining the Highest Standards
The hospital provides the highest standards of medical skill and nursing care to speed your recovery.
In order to maintain these standards staff training is constantly updated through a variety of courses in all aspects of clinical excellence and patient care.
These courses extend beyond the nurses to the all important staff behind the scenes in departments such as X-ray, pathology and administration.
Naturally, great care is taken to ensure that quality staff are recruited to sufficient numbers to ensure that the right amount of individual attention can be given to every patient.
A full complaints policy is available on request.
To enable us to assist you with any complaint please follow the proceedure below:
- Inform a Nurse in charge of the problem.
- Your complaint will receive immediate attention from the Sister / Hospital Manager.
- You will receive a response in writing within a resonable time limit.
- As we are constantly striving to enhance our standards, we would appreciate the opportunity to investigate and deal with any criticism or complaint. However if you are dissatisfied with the outcome of your complaint, you have the right to refer your complaint to the Registration and Inspection Unit at Tyrone and Fermanagh Hospital. (The full address is included on the copy of the Full Complaints Policy which is available on request).
Fire Instructions. On hearing the fire alarm:
- Leave the building by the nearest exit.
- Close all doors behind you.
- Report to the assembly point at the reception area.
- Do not take risks.
- Do not stop to collect personal belongings.
- Do not return to the building for any reason unless authorised.
- Do not use lifts.
Tel: 028 7776 3090
