Extra help and services you may need

Carers

We recognise the importance of working in partnership with carers so that they receive the support they need to help you. Speak to the nurse in charge if you have a carer or if you are a carer. 

Dementia support

Being in hospital can be difficult for patients with dementia and so we have a dedicated dementia team made up of five specialist nurses who provide additional support, advice, information and bespoke nutritional support for people with dementia and their families. Anyone can refer an inpatient to the dementia team, including carers, family members or patients themselves. The team is available from 09.00 to 17.00 to provide information, support and advice about the care of people with dementia in our hospitals. Call 079 9054 0358 or email imperial.dementia@nhs.net.

Interpreting and sign language

If you need an interpreter during your stay, please ask a member of staff on the ward and tell them which language and dialect you need. A video call or telephone interpreter can then be arranged for you. 

Patients who have learning disabilities

We advise all patients with learning disabilities to bring a carer on the day of your admission to help us understand your needs and preferences. Please also bring your hospital passport if you have one. To contact the learning disability team please email: imperial.inclusion.vulnerability@nhs.net 

Disabled access

Many of our buildings have disabled access and disabled accessible toilet facilities. Please view the maps/location information for each of our sites for more information. If you require a wheelchair, we will book a porter to come and collect you when you arrive at our hospital reception.  

Information in other formats

If you need information in other formats such as easy read, please email imperial.accessible.information@nhs.net or ask your nurse to email them for you. 

Care Information Exchange

The Care Information Exchange is our secure online patient portal. You can use the portal to view your blood tests, scan results and your appointment dates, among other things. It is available to any patient at this Trust with an NHS number. To find out more or to register for an account please visit: www.careinformationexchange-nwl.nhs.uk

Spiritual and pastoral care

We have chapels and prayer rooms at Charing Cross, Hammersmith and St Mary’s hospitals. 

During times of illness, uncertainty and change, many draw deeply from their own faith tradition, whilst others simply want a listening ear. Chaplains work as part of the wider healthcare teams across our hospitals. Our team includes Anglican, Catholic, Jewish and Muslim chaplains. 

We can also help put you in touch with your own faith leader. The team is available from 09.00 to 17.00, Monday to Friday. If you would like to arrange for the chaplain to visit you, please speak to a member of the ward team or call the spiritual and pastoral care service directly:

• Charing Cross Hospital: 020 3311 1056
• Hammersmith and Queen Charlotte’s & Chelsea hospitals: 020 3313 4574
• St Mary’s Hospital: 020 3312 1508. 

The chaplaincy team also provide a 24/7 emergency service for end-of-life situations or for people who are experiencing extreme distress. If you feel like your need is urgent, please talk to a member of the ward team and they will contact the on-call chaplain.

Comments, concerns and complaints

If you have any suggestions or comments about your stay, please either speak to a member of ward staff or contact the patient advice and liaison service (PALS) on 020 3313 0088 (Charing Cross, Hammersmith and Queen Charlotte’s & Chelsea hospitals), or 020 3312 7777 (St Mary’s and Western Eye hospitals). You can also email PALS at imperial.pals@nhs.net

The PALS team will listen to your concerns, suggestions or queries and are often able to help solve problems on your behalf. Alternatively, if you wish to make a formal complaint, contact our complaints department: 

Complaints department Fourth floor, Salton House St Mary’s Hospital Praed Street London W2 1NY Email: ICHC-tr.Complaints@nhs.net Telephone: 020 3312 1337/1349.