A guide for patients - The Clatterbridge Cancer Centre NHS

A guide
for patients
A guide for patients and carers
Contents
Introduction................................... 1
Getting to the Centre................... 5
Attending The Clatterbridge
Cancer Centre.............................. 10
Chemotherapy patients.........................10
Radiotherapy patients...........................10
Infection control...................................10
Smoking...............................................12
Travel expenses.....................................12
Where to stay.......................................13
Services at the Centre................. 14
Chemotherapy......................................14
Radiotherapy........................................15
Medical Physics.....................................15
Brachytherapy.......................................15
Imaging................................................16
CReST...................................................17
Research...............................................19
Patient support services.............. 19
Palliative care........................................19
Psychological medicine service..............20
Macmillan Cancer Information
& Support Centre..................................20
Patient Advice and Liaison
Service (PALS)........................................20
Patient groups......................................21
Accommodation at Wirral site... 22
Delamere Day Case Unit........................22
Sulby ward............................................22
Teenage and Young Adult Unit.............23
Mersey ward.........................................23
Conway ward.......................................23
The Outpatients Department.................24
Information for inpatients.......... 25
Arrangements for weekend leave..........25
Personal possessions.............................26
Clothing................................................26
Meals....................................................26
Keeping in touch..................................27
Patient facilities........................... 28
Patients’ lounge....................................28
Patients’ library.....................................28
Spiritual care.........................................28
Quiet room...........................................28
Refreshments............................... 29
About your health records......... 30
Your healthcare record..........................30
Access to health records.......................30
Fair processing notice............................31
Copying clinical letters to patients.........32
General information................... 33
Health and safety..................................33
Volunteers............................................33
Donations.............................................33
Comments, concerns,
compliments and complaints.................34
Useful contacts............................ 35
1
Welcome to The Clatterbridge Cancer
Centre
We want you to feel as comfortable as possible during your
treatment at the Centre. This booklet gives you some basic
information about the services and facilities we offer here
and about health services in general.
We hope the booklet will answer some of the questions you
may have at this stage. Other information leaflets are also
available. Please remember, we are here to help and support
you, so if you have any questions that the leaflets do not
cover, please ask.
2
The Clatterbridge Cancer Centre, in Wirral is one of the largest
cancer centres in the UK, taking nearly 8,000 new patients each
year.
We treat our patients through our radiotherapy and chemotherapy
services. We have modern imaging services to detect problems,
check progress and plan treatment. Our nurses and other health
professionals provide supportive care to keep you comfortable and
help you and your family cope with your illness.
Our medical and nursing teams also visit the surrounding general
hospitals of Merseyside, Cheshire and the Isle of Man to deliver
specialist cancer services.
3
The Clatterbridge Cancer Centre in Liverpool
We have a radiotherapy treatment facility situated on the
Aintree University Hospital site which provides treatment for
patients with specific types of cancer who reside in Liverpool,
Sefton or Knowsley. Your doctor will discuss with you the
possibility of having your radiotherapy treatment at our
Liverpool site if this is suitable.
4
Our Vision
P To provide the best cancer care to the people we serve
Our values
P Putting people first P Achieving excellence P Passionate about what we do
P Always improving our care P Committed to our future NHS Constitution
The new NHS Constitution tells you about your legal rights and
sets out pledges that the NHS strives to deliver. We fully support
the Constitution and do all we can to uphold your rights and
fulfil the NHS pledges. If you feel we have not done so, please let
your nurse or radiographer know or ask to speak to the Patient
Experience Manager. You can find out more from www.dh.gov.uk
Patient survey
It is very important to us to know what our patients feel about the
service we provide. We will invite you to complete a short survey at
the end of your stay or treatment. We value what you tell us and
5
it helps us improve our services. If you are not given a form, please
ask your nurse or radiographer. The form will not ask you to give
your name.
Getting to the Centre
By ambulance
If you have difficulty getting to your appointment at either the
Wirral or Liverpool site, please contact the Transport Department
on 0151 334 1155 ext 4149, who may be able to arrange hospital
transport for you depending on your circumstances. We will need
at least two working days’ notice to do this and we encourage you
to use private or public transport when possible.
By public transport (Wirral)
Bus and train services to the Centre often change. You can check
timetables using the following phone numbers and websites
before you travel.
For bus and train information for Wirral and Merseyside:
Merseytravel
0870 608 2608
www.merseytravel.gov.uk
6
For bus and train information for Chester and the surrounding
area:
Cheshire information
0845 140 2 666
www.cheshire.gov.uk/transport
By public transport (Liverpool)
Many bus routes travel close to the Hospital with stops in Lower
Lane and Longmoor Lane.
Merseytravel
0870 608 2 608
www.merseytravel.gov.uk
Rail users may travel to nearby Fazakerley Station which has
regular service connections to central Liverpool and Kirkby Station.
The Longmoor Lane entrance is approximately 100 yards from the
station.
7
By car (Wirral)
The Clatterbridge Cancer Centre in Wirral is just off junction 4 of
the M53. From junction 4, follow signs for Clatterbridge Hospital.
Once you enter the grounds of the hospital, go straight ahead
Clatterbridge Cancer Centre
atThe
the
small roundabout.
You will find The Clatterbridge Cancer
NHS
Foundation
Trust
Clatterbridge Road
Centre
at the far end of the hospital site.
Bebington
Wirral CH63 4JY
At the front of the Centre’s main entrance we have free car
Tel: 0151 334 1155
parking
for patients and visitors.
www.clatterbridgecc.nhs.uk
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at the far end of the hospital site.
At the front of the Centre’s main entrance we have free car parking for patients and visitors.
8
Clatterbridge Road, Bebington, Wirral, Merseyside CH63 4JY
Tel: 0151 334 1155
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9
By car (Liverpool)
Situated to the northeast of central Liverpool on the A506, close
to Junction 6 of the M57, the Aintree University Hospitals site is
easily accessible from the UK motorway network via the M6 and
M62.
At the front of The Clatterbridge Cancer Centre in Liverpool we
have free car parking for our patients and visitors accessed via the
barrier, please push the button as indicated and reception staff will
raise the barrier for you.
A506 - A59
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Situated to the northeast of central Liverpool on the A506, close to Junction 6 of the
M57, the Aintree University Hospitals site is easily accessible from the UK motorway
network via the M6 and M62.
At the front of The Clatterbridge Cancer Centre we have free car parking for our
patients and visitors accessed via the barrier, please push the button as indicated and
reception staff will raise the barrier for you.
10
Attending The Clatterbridge Cancer Centre
Chemotherapy patients
When you arrive at the Centre in Wirral, if you know which ward
you are being treated on please go directly to the ward. Otherwise,
please go to the reception area on Delamere Day Case Unit on the
first floor.
If you have any questions about your appointment times, please
ask the staff at the appointments office or telephone 0151 334
1155 ext 4124.
Radiotherapy patients
When you arrive at the Centre for your radiotherapy planning
please report to the arrival desk in the radiotherapy department,
where staff will direct you to the right place. If your doctor has
discussed with you the possibility of having your radiotherapy
treatment at our Liverpool site the planning process will still take
place at the Wirral site as we do not currently have a planning
facility at Liverpool.
If you have any questions about your appointment times, please
ask the staff at the appointments office or telephone 0151 334
1155 ext 5256/4909.
Infection control
We take infection control very seriously and aim to ensure that all
patients are cared for in a safe, clean environment. Staff, patients
11
and visitors all have a significant role in preventing infections. One
of the things we can all do to protect each other is practice high
standards of hand hygiene. We advise everyone to use the hand
hygiene rub on entering and on leaving wards or departments.
All wards are cleaned at least once every day and it is important
that clutter is kept to a minimum. To assist domestic staff keeping
the wards clean and dust free, please send home any unnecessary
suitcases, clothing and other personal possessions.
Several infection prevention and control information leaflets are
available on request and via the hospital website.
Titles include:
Infection Prevention and Control - A guide for patients
Infection Prevention and Control - A guide for visitors
MRSA Screening - Information for patients
MRSA - Information for patients and visitors
Clostridium difficile - Information for patients and visitors
Viral Gastroenteritis - Information for patients and visitors
The infection control team work with all hospital staff to try to
minimise the risks of infection and will listen confidentially to any
comments or concerns. If you would like to contact an infection
control nurse, you may write to us, telephone us or ask a member
of staff to arrange a meeting.
12
Smoking
We operate a strict no-smoking policy throughout our buildings
and grounds. If you would like support in giving up smoking,
contact Fagends on 0800 195 2131.
Travel expenses
If you are a patient receiving any of the following benefits and
you are not using hospital transport, you may be entitled to claim
help towards travelling expenses from your home to hospital for
appointments and treatment:
• Income Support
• Working Tax Credit with certificate
• Income-based Jobseeker’s Allowance
• Child Tax Credit with certificate
• Low Income Certificate HCR or HC3
• Pension Credit
Please ask us for a pink travel claim form at the start of your
course of treatment and take this, with proof of benefits, to the
Travel Claims Office on the ground floor in the main reception area
of our Wirral site.
If you are attending our Liverpool site, the staff there will offer
advice and give you the form to complete. If you are not receiving
any of the above benefits but are on a low income, you may still
be entitled to help.
13
Staff in the Travel Claims Office will offer advice and give you
forms to complete, you can call in person or telephone
0151 482 4901.
Where to stay
Information for relatives or patients who may need overnight
accommodation in Wirral is available from the Macmillan Cancer
Information & Support Centre. This information is provided by the
Wirral Tourist Information Centre so we are not responsible for its
accuracy.
We have a small overnight room available at our Wirral site for
family or friends who want to stay near a very sick relative. Please
ask the nurse if you would like to use it.
14
Services at the Centre
Chemotherapy
At the Wirral site we have two areas dedicated to the needs of
chemotherapy patients: Sulby ward is for patients who need to
stay in hospital for one night or more and Delamere Day Case Unit
is for patients receiving their chemotherapy as an outpatient.
Our doctors and nurses also manage eight satellite chemotherapy
clinics at other hospitals across Merseyside and Cheshire. These
are:
• The Linda McCartney Centre at The Royal Liverpool Hospital
• The Countess of Chester Hospital
• Southport Hospital
• Halton Hospital
• The Marina Dalglish Centre at Aintree University Hospitals
• Broadgreen Hospital
• The Liverpool Women’s Hospital
• St Helens Hospital
All of our nurses working in the chemotherapy service are highly
skilled in giving chemotherapy drugs. They will give you verbal and
written information on your chemotherapy treatment. If you don’t
understand anything or would like further information, please ask
them.
15
Radiotherapy
The Trust has one of the largest radiotherapy departments in the
country. Treatment is delivered on two sites. At the Wirral site
we currently have two skin units and nine treatment machines
called linear accelerators. For patients who have difficulties with
their radiotherapy or are too ill to go home, we have two wards
dedicated to their care – Mersey and Conway. At the Liverpool site
we have three linear accelerator treatment machines.
The staff who help the doctor in planning and delivering the
radiotherapy are therapy radiographers. They will give you verbal
and written information on your radiotherapy treatment. If you
don’t understand anything or would like further information,
please ask them.
Medical Physics
Medical physicists are employed to ensure that the radiation dose
prescribed by the doctor is accurately delivered. They also help
with the design of complex treatment plans.
Brachytherapy
Brachytherapy treatment delivers radiotherapy internally. If you
are having this treatment, we’ll explain the treatment to you fully
beforehand.
16
Imaging
We have our own well-equipped imaging department, which
includes:
•X-ray
•Ultrasound
• Computed Tomography (CT)
• Nuclear medicine
• Magnetic Resonance Imaging (MRI)
There is also a mobile PET/CT unit situated on the grounds of
The Clatterbridge Cancer Centre, located next to the Imaging
Department. You may need to visit one or more of these
departments before or during your treatment. Each imaging
machine gives different information about the stage of your
disease. The diagnostic radiographers and doctors specialise in
providing cancer-imaging services.
Our waiting times for appointments are short and we can provide
some services on the day we receive the request. We will send the
results directly to your consultant.
17
CReST
The Cancer Rehabilitation and Support Team (CReST) is a group of
multi-professional staff offering comprehensive care and support.
The team is led by the Assistant Director of Nursing: Rehabilitation,
and includes the following members of staff:
• Clinical Nurse Specialists:
Macmillan CNS head and neck cancer
Macmillan CNS breast cancer
Macmillan CNS gynaecological cancer
Macmillan CNS palliative care
Macmillan Clinical Specialist lymphoedema
CNS colorectal cancer
CNS lung cancer
CNS palliative care
CNS upper gastrointestinal cancer
CNS urological cancer
CNS neurological cancer
CNS IV & Interventional procedures
•Counsellor
• Oncology Dietitians
• Macmillan Cancer Information and Support Manager
• Macmillan Occupational Therapists
18
• Macmillan Healthcare Assistants
• Macmillan Welfare Benefits Advisor
• Oncology Physiotherapists
• Oncology Social Worker
• Speech and Language Therapist
•Chaplain
• CLIC Sargent Clinical Psychologist for teenage and young adults
• Teenage Cancer Trust lead nurse for teenage and young adults
• Teenage and young adult multidisciplinary team coordinator
• CLIC Sargent Social Worker for teenage and young adults
• Palliative and Supportive Care Team Coordinator
• Nutrition Nurse Practitioner
• Radiotherapy Liaison and Support Practitioner
• CReST Coordinator
Your nurse, doctor or radiographer may refer you to a member of
the CReST team if they think you will benefit. Alternatively, if you
would like further advice from any of the CReST team, please ask
your nurse or doctor to refer you.
19
Research
Clinical trials are cancer research studies that involve people. Their
main purpose is to find a better way to prevent, diagnose or treat
a disease and they form part of a long, careful research process.
If you take part in a clinical trial you will receive drugs or
procedures that have already been researched successfully. Some
trials involve new drugs or procedures and some look at drugs
or procedures that have already been approved in the UK. If we
invite you to take part in a clinical trial, a doctor will discuss it with
you beforehand. We will also give you written information to take
home, and encourage you to discuss it with your family and your
GP. It is important that you understand exactly what you have to
do, and have all your questions answered, before you agree to
take part. Taking part in research is voluntary; you have every right
to decline or withdraw at any time without this affecting your
future treatment or care.
Patient support services
Palliative care
This service is offered by a team who have training in cancer
treatment and care, and who have special expertise in dealing with
the needs of people with cancer in the later stages of the illness.
The team is there to help improve quality of life. If you need to
contact the team, please talk to your nurse, doctor or therapy
radiographer.
20
Psychological medicine service
The diagnosis and treatment of cancer causes great emotional
stress for most patients and families. Some people adapt well
to these stresses with the help of family, friends and support
groups. Some people may benefit from further support or specific
treatments such as self-help, counselling or medication.
We have two consultants in psychological medicine who can
advise on psychological and drug treatments. For further
information please talk to your nurse, doctor or therapy
radiographer.
Macmillan Cancer Information & Support Centre
There are Macmillan Centres at both sites providing information
and support for anyone affected by cancer. You don’t need an
appointment, so please drop in for a chat in a friendly and relaxed
atmosphere. At both sites the centre is in the front foyer and is
accessible Monday to Friday 9am-5pm.
Patient Advice and Liaison Service (PALS)
PALS provides confidential, on-the-spot advice and support,
helping you to sort out any concerns you may have about the care
we provide. PALS can:
• advise and support patients, their families and carers
• listen to your concerns, suggestions or questions
• help sort out problems quickly on your behalf
21
• provide information on NHS services
• advise you how to pursue a complaint
We can act on your behalf when handling patient and family
concerns. We liaise with staff, managers and, where appropriate,
relevant organisations, to sort out problems promptly.
To speak to the Patient Experience Manager you can:
•telephone 0151 482 7927
•email [email protected]
• ask a member of staff to contact the PALS office for you
• call into the Macmillan Cancer Information & Support Centre
and ask them to contact the Patient Experience Manager for
you
Patient groups
Patient and public involvement
We welcome the involvement of patients and the public. You can
become involved in various ways, either through the Patients’
Council or as a volunteer. Please contact the PALS office for further
information on 0151 482 7927.
Pets As Therapy (PAT)
PAT is a national charity where volunteers take their pets into
hospitals for patients to handle. PAT benefits some 100,000
patients and residents across the UK.
22
Research shows that contact with animals brings many therapeutic
benefits, particularly for children and older people, as it helps to
normalise situations that can be anything but normal for patients.
At the Centre we have our very own PAT dog, Bryn, who visits
with his owner Sue Yates.
Accommodation at our Wirral site
Delamere Day Case Unit
Delamere Day Case Unit is a dedicated chemotherapy unit for
patients whose treatment can be given as a day case. This facility
is operated between 8:30am to 6:30pm Monday to Friday, with
specific times and days being allocated for different medical
consultants.
Sulby ward
This ward is the inpatient chemotherapy ward. Sulby ward cares
for patients having chemotherapy who need to stay in hospital
for one night or more. Patients may also need to stay here if they
develop side-effects linked with treatment. Some patients on Sulby
ward may be having radiotherapy treatment as well.
Visiting times: 1–5.30pm and 6.30–8.30pm
Meal times: 12–1pm and 5.30–6.30pm
Ward telephone number: 0151 482 7837
23
Teenage and Young Adult Unit
The four-bedded Teenage and Young Adult Unit (TYA) is located
on Sulby ward and is a relaxed, professional and welcoming
environment which was created with input from young people
and professionals and benefits cancer patients between the ages
of 16 and 24 years. The unit consists of four individual side rooms
and a social space which allows young people and their families to
interact with each other.
Mersey ward
Mersey ward cares for patients receiving radiotherapy (external
beam and brachytherapy) plus those who develop treatment
side effects. Some patients on the ward may also be receiving
chemotherapy with their radiotherapy treatment.
Visiting times: 1–5.30pm and 6.30–8.30pm
Meal times: 12–1pm and 5.30–6.30pm
Ward telephone number: 0151 482 7834
Conway ward
Conway ward cares for patients receiving radiotherapy and some
chemotherapy treatments, as well as those who develop treatment
side effects.
Visiting times: 1–5.30pm and 6.30–8.30pm
Meal times: 12–1pm and 5.30–6.30pm
Ward telephone number: 0151 482 7832
24
All inpatients are allowed to leave the hospital premises during
the day with consent. For your safety, it is important that you
inform the ward nurses where you are going and when you
have returned. All our wards comply with the NHS single-sex
accommodation requirements.
Anyone enquiring about you should ask for the ward by name or
dial the ward directly. We cannot give any confidential information
over the phone. It helps us if you can arrange for only one named
relative to contact the ward for information about you.
The Outpatient Department
Our outpatient department hosts an increasing number of
different types of clinics. One of its uses is to see a variety of
new patients. Other clinics include follow up appointments as
well as specialist clinics including joint clinics with surgeons. The
outpatient department is open Monday-Friday and all clinics have
a consultant led team of doctors and trained nurses. Most clinics
are busy but we use a pager system allowing you to leave the
department should you wish when we know a wait is likely e.g.
waiting for blood test results.
We will offer you information and support. We can also arrange
for you to see our specialist support staff if necessary. In addition
we can refer you to external services if required e.g. district nurses,
physiotherapy.
25
What should I bring with me?
Please bring details of any current medication e.g. list of repeat
prescriptions
How long will I wait to be seen?
We try to ensure that you are seen at your appointment time.
However, some clinics have to allow for a range of procedures. The
time you spend with your doctor or nurse clinician will depend on
your needs. There can be delays, but staff will keep you informed
of the clinic’s progress.
Information for inpatients
Arrangements for weekend leave
You may be able to go home after treatment on Friday, returning
on Monday by 9am. We cannot promise an early appointment on
Friday and you must arrange your own transport.
The only exception to this is for patients living in the Gwynedd
area, where the ambulance service can provide transport for
weekend leave.
If you become unwell at the weekend, you should phone your
ward and talk to a qualified nurse. If necessary, we can re-admit
you.
26
Personal possessions
There are lockers and wardrobes on each ward, however, these are
not secure, so we advise that valuables or money are not brought
to the hospital. If large amounts of money must be brought into
the Centre, please talk to a member of staff who will arrange for
our finance department to store cash in a safe for a few days. If
you ask us to look after more than £50 in cash or if you ask us
to look after your money for more than a couple of days, we will
put the money in a bank and give you a cheque or postal order in
return when you leave.
Any electrical appliances you bring into the hospital, including
mobile-phone chargers, must be checked by our hospital
electricians before you use them.
Clothing
We encourage you to dress in your usual clothes during the day. If
you are having radiotherapy, please follow the advice on clothing
in our ‘Radiotherapy’ booklet, available from your nurse or
radiographer.
Meals
We cater for all special diets so please discuss any dietary
requirements with your nurse. If necessary, we can arrange an
appointment for you with a dietician. We also operate a limited
24-hour catering service in case you miss a meal, for example
because of your treatment time or your admission time.
27
If your visitors bring in any extra snacks for you please let the
ward staff know if anything needs to be refrigerated. Never keep
perishable food in your locker.
We ask all visitors, including doctors, to leave the ward during meal
times. The WRVS operate a shop and cafe in the main reception
from 8am-5pm Monday to Friday, and 10am-3pm Saturday and
Sunday. They also operate a tea bar (near to the radiotherapy
department) 9am-6pm Monday to Friday. The trolley shop visits
the wards every morning for patients who are unable to get to the
WRVS shop. Please pay with small change if possible. Unfortunately
the WRVS shop can no longer accept Isle of Man tender.
Hot meals for your visitors are available from Firtrees restaurant,
which is open daily from 8am-5pm on the main Clatterbridge
Hospital site. Ask the staff for directions.
Keeping in touch
Telephones and mail
If you would like to make a telephone call, there are public
telephones in the entrance foyer. Patients and visitors may use
mobile phones in the WRVS café. Patients can use their phones on
the ward (at the discretion of the ward manager). Please respect
other patients’ right to peace and quiet by having your phones
on silent/vibrate and not speaking loudly when other patients are
sleeping. Picture taking is strictly forbidden.
There is a post box in the entrance foyer that is emptied at 2.30pm
daily, Monday to Friday. All incoming mail is delivered to the wards
daily.
28
Email a patient
If you would like to send an email to an inpatient, you can do this
via our website – www.clatterbridgecc.nhs.uk
Please note that this service is not confidential but printed out by
the PALS office and taken directly to the patient.
Patient facilities
Patients’ lounge
The patients’ lounge on the first floor is a place to relax. Activities
in the lounge include craft classes, relaxation classes and church
services. We post a timetable of activities next to the lounge door.
Patients’ library
Within the patient lounge we have a general library you can use
providing novels, talking books and access to computers.
Spiritual care
Representatives of different faiths visit the wards regularly. We
hold services in the patients’ lounge or can arrange for Holy
Communion on the ward. There is a chapel in the hospital grounds
where you can attend Sunday service.
Quiet room
The Centre has a designated quiet room. The room is set aside
for patients, visitors and staff wanting to spend time in spiritual
reflection, prayer or just quiet time with their thoughts.
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Refreshments
Wirral
Shop
The WRVS shop is in the main foyer and sells soft drinks,
newspapers, magazines, stamps, sweets, snacks and groceries.
Monday to Friday 8am - 5.30pm
Saturday and Sunday 10am - 1pm
The WRVS coffee shop (main entrance)
The coffee shop sells a selection of hot and cold food.
Monday to Friday 8am - 5.30pm
Saturday and Sunday 10am - 1pm
WRVS tea bar
The tea bar serves hot and cold drinks and healthy snacks.
Monday to Thursday 9am - 5.30pm
Friday 9am - 4pm
Liverpool
The WRVS coffee shop sells cold snacks and hot and cold drinks.
Monday to Thursday 9am - 5.30pm
Friday 9am - 4pm
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About your health records
Your healthcare record
Everyone registered with the NHS in England and Wales has a
unique NHS number. Your NHS number helps healthcare staff to
find your health records. Each NHS number has 10 digits, shown
like this: 450 557 7104 (this is an example number only).
The NHS number will eventually replace local identifiers such as
hospital numbers whenever hospitals and other organisations
communicate with each other. We therefore encourage you
to use your NHS number whenever you contact us or attend
for consultations, tests or treatment. For more about your NHS
number, please contact NHS Choices at www.nhs.uk
Access to health records
The hospital has a medical records library that contains the notes
of all patients who are seen and treated here. Your record is
securely held once your treatment is completed. Records are held
in accordance with the Data Protection Act 1998.
During your treatment you may wish to read your medical record.
We recommend that you do this with a healthcare professional,
who can explain unfamiliar terms to you. You may also ask us
to correct any mistakes in your personal details. A healthcare
professional will make these alterations or make a record of the
details you think are wrong.
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If you wish to have a copy of your medical record for your
personal use, please apply in writing to the Administration Services
Manager, who will send you a request form to complete. After you
return this form, we will process your request and should send you
your copy medical record within 40 days. We charge £10 for each
copy.
Very rarely, we may deny or limit access if we think that revealing
certain information may cause you or the person applying for
access serious physical or mental harm. We may also withhold
information where a third party is involved, as we must consider
their right to privacy.
Where a relative wishes to see a patient’s record, either with the
patient’s consent or after they have died they must apply in writing
as above to the Administration Services Manager. Please note it
is a criminal offence to make untrue statements to get access to
personal information you are not entitled to.
Fair processing notice
We work in partnership with the National Patient Safety Agency
(NPSA) by reporting patient safety incidents to them through the
national Reporting and Learning System (RLS). Information we
pass to the NPSA enables it to learn from patient safety incidents
and carry out its role in the management of healthcare services
in England and Wales. The RLS works on an anonymous basis;
however, it may sometimes receive personal data about patients,
staff or visitors. Where the NPSA recognises this, it will delete the
32
data, as it does not intend to hold information that could identify
anyone. For further information visit the NPSA website at
www.npsa.nhs.uk
Copying clinical letters to patients
In line with the NHS Constitution we believe patients should have
the right to receive copies of clinicians’ letters about them. You
can discuss this in more detail during your consultation with the
doctor. Only the patient or, in the case of a child, a parent or
guardian can request a copy of letters, and you can change your
mind at any time.
We will send you copies of letters our doctors and healthcare
professionals have sent your GP, other hospital doctors or outside
agencies following your appointment, if you request this. You will
not receive test results such as blood tests.
For further information please ring the Macmillan Cancer
Information & Support help line on 0151 482 7722 or the PALS
helpline on 0151 482 7927.
Asking for a second opinion
There are two ways you can request a second opinion, you can
ask your GP or you can ask your current consultant or specialist to
refer you. People often worry that this will upset the specialist or
that they will be seen as a bad patient. However, many doctors,
consultants or other specialists will be happy to refer you for a
second opinion if it will be helpful.
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General information
Health and safety
The safety and well-being of our patients, visitors and staff is
our prime concern. If you have any suggestions or comments
regarding any environmental or safety issues please contact the
PALS helpline on 0151 482 7927.
Volunteers
The Centre has a team of volunteers who provide valuable help
around the hospital. We are always pleased to hear from people
who may be interested in joining the team of volunteers. For
further information, telephone 0151 334 1155 ext 4864.
Support The Clatterbridge Cancer Charity
The Clatterbridge Cancer Charity is the only charity directly raising
money for our patients and their families.
The money we raise allows us to make a real difference to people’s
lives, helping us to provide the very best experience we can to our
patients. Every year we rely on the generosity of people like you to
help us offer the most up to date treatment, support vital research,
treat our patients with world class equipment and provide life
changing support services that would otherwise be unavailable.
To find out how you can give your support or make a donation,
please call into our Charity Office or visit our website. Cheques can
be made payable to The Clatterbridge Cancer Charity:
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The Charity Office
The Clatterbridge Cancer Centre
Clatterbridge Road
Bebington
Wirral
CH63 4JY
www.clatterbridgecc.org.uk
0151 482 7948
Registered charity number 1051727
Comments, concerns, compliments and complaints
All staff at The Clatterbridge Cancer Centre try to provide the best
service for patients and visitors. If you have any ideas on how we
can improve our services, please discuss them with one of the
staff looking after you. Alternatively, you may write to the Patient
Experience Manager.
You have every right to complain if the service you receive falls
short of what you expect. If you want to make a complaint, ask to
speak to the Patient Advice and Liaison (PALS) officer or any other
member of staff. Or you can write to the Chief Executive at the
hospital.
You can also email: [email protected]
If you would like to speak to someone independent from the Trust,
you can contact ICAS (Independent Complaints Advisory Service) on
0845 120 3735.
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Useful contacts
Chemotherapy appointments desk
0151 334 1155
ext 4124
Radiotherapy appointments desk
0151 334 1155
ext 5256/4909
Sulby ward
0151 482 7837
Mersey ward
0151 482 7834
Conway ward
0151 482 7832
Patient Experience Manager
0151 482 7927
Volunteer Coordinator
0151 334 1155
ext 4864
Transport department at the Centre
0151 334 1155
ext 4149
Merseytravel
0151 236 7676
Cheshire travel information
01244 602 666
NHS non emergency urgent care
The Clatterbridge Cancer Centre in
Liverpool
111
0151 514 2800
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Macmillan Cancer Information & Support Centre
The Clatterbridge Cancer Centre in Wirral
Bebington, Wirral, CH63 4JY
Tel: 0151 482 7722
The Clatterbridge Cancer Centre in Liverpool
Lower Lane, Liverpool, L9 7BA
Tel: 0151 514 6411
Macmillan Cancer Support
89 Albert Embankment
London, SE1 7UQ
Tel: 0800 808 00 00
www.macmillan.org.uk
Other Macmillan Cancer Information & Support Centres
The Royal Liverpool University Hospital
0151 706 3720
Broadgreen Hospital
0151 600 1798
Halton General Hospital
01928 753 502
Countess of Chester Hospital
01244 364 948
Nobles Hospital, Isle of Man
01624 650 735
Aintree University Hospitals
0151 525 5980
St Helens Hospital
01744 646 985
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How we produce our information
All of our leaflets are produced by staff at The Clatterbridge Cancer
Centre and this information is not sponsored or influenced in any
way. Every effort is made to ensure that the information included in
this leaflet is accurate and complete and we hope that it will add to
any professional advice you have had. All our leaflets are evidence
based where appropriate and they are regularly reviewed and
updated. If you are concerned about your health in any way, you
should consult your healthcare team.
We rely on a number of sources to gather evidence for our
information. All of our information is in line with accepted national
or international guidelines where possible. Where no guidelines
exist, we rely on other reliable sources such as systematic reviews,
published clinical trials data or a consensus review of experts. We
also use medical textbooks, journals and government publications.
References for this leaflet can be obtained by telephoning
0151 482 7722.
If you need this leaflet in large print,
Braille, audio or different language,
please call 0151 482 7722.
If you have a comment, concern, compliment
or complaint, please call 0151 482 7927.
The Clatterbridge Cancer Centre NHS Foundation Trust
Clatterbridge Road, Bebington,
Wirral, CH63 4JY.
Issue date: 01/06/12
Issue no: 1.0
Tel: 0151 334 1155
Reference: LRAAFPEL
Web: www.clatterbridgecc.nhs.uk
Review date: 01/06/14

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