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Patient journey

Welcome

It is our priority to make sure that any patient’s journey through the Horder Centre is as relaxing and comfortable as possible.

Reception

Our fantastic receptionists, ready to greet you on your arrivalYour initial visit will start at reception where you can expect a warm and friendly greeting. Reception staff will check your identification and reason for your visit. If you are an outpatient you may well be free to visit our coffee shop until your appointment time is reached.

At the Horder Centre we use a system whereby your name is entered onto the computer and then the staff from the relevant department can call you through using an audible alert. This will be explained to you on your arrival. This allows you to wait anywhere within the coffee shop or reception areas.

Horder Centre coffee shop

Coffee shop

The coffee shop offers hot drinks, including freshly ground coffee and pots of tea, with a delicious choice of cakes freshly made on site. There is a variety of food available throughout the day including freshly made sandwiches, sausage or bacon rolls, baked potatoes and afternoon cream teas.

Outpatients

Just a short distance away from reception is the main Outpatient area. It is here that you will be checked in to meet with one of our Consultant Specialists or a member of our multi-disciplinary team.

Our Consultant Specialists are here to advise you on any treatment options that may be open to you. Further tests or examinations may be needed before any decisions can be made. These tests could be carried out on the same day or a further appointment may be necessary. Alternatively we may need to arrange further investigations via your GP.

Treatment options may include a course of physiotherapy, joint injections, medication, surgery or a further follow up consultation in a few months' time. The decision for treatment will be a joint one made by you and your specialist. The outcome of your decision will be shared with your GP.

If surgery is agreed as the best course of treatment, the risks and benefits will be outlined to you during your consultation and your written consent will be gained for the procedure. We will talk to you about the length of stay needed for your procedure which could vary from a day, an overnight stay or a longer period of time.

You will have been asked to complete a medical questionnaire to bring with you to your consultation. This will be reviewed by one of our health care professionals who will assess your general medical condition and any specific needs you may have. We may also need to check your blood pressure, pulse and temperature, and a record of your height and weight will be taken and swabs taken to check for MRSA.

Depending on your general medical condition and the procedure you are preparing for, you may then receive an appointment to undergo further pre admission screening prior to your surgery date. This may take the form of a telephone appointment, a review with a nurse or an appointment with a nurse and anaesthetist.

At this time certain written information will be given to you. This will include a copy of your consent form, information about the procedure, information on protection against blood clots or about giving up smoking.

Horder Centre pre-admission room

Pre-admission

Pre-admission takes place in the Day Services Unit. This may only require a telephone call to you from the department. If that is the case the nurse who calls you will go through your medical questionnaire and any questions or concerns you may have about the procedure. If you are required to attend for a pre-admission appointment it is likely that you will have tests to assess your general fitness which may include; a trace of your heart rate (ECG) and routine blood tests. Due to your medical history it may be necessary for you to also see an anaesthetist during this visit.

The pre-admission process is not only about ascertaining your general health, but it is also to discuss your whole patient journey to fully prepare you. We will discuss everything through to your operation and discharge. This will include management of any pain relief, the type of anaesthesia available, any specific therapy exercises and/or specialised equipment required.

As long as all your results are within normal limits we will then be ready to confirm your operation date. On occasions this may need to be delayed due to further investigations needed, if this is the case our  team will keep you informed as to what is happening and what you can expect.

Day Services Unit

It is normal practice for all patients to be admitted through our Day Services Unit. To give you familiarity, this is staffed by the same clinicians who will have done your pre-assessment. All the relevant staff will see you prior to your operation such as; the Consultant Surgeon, the Anaesthetist, the nursing and therapy staff. Any risk assessments will be reviewed such as whether you are at risk of blood clots.

You will be encouraged to stay in your own clothes for as long as possible and be free to walk around until the time of your surgery is imminent when you may be required to change into a hospital gown and dressing gown. Your property will be kept safe in either a locker in the unit or if there is a plan for you to stay overnight, it will be taken to your room on Dufferin ward. Any medications that you bring in will also be stored safely until you return from theatre.

Unless you are unable to do so you are encouraged to walk to theatre, accompanied by one of our theatre porters.

Day case

If you are here for a day case procedure, after your operation you will return to a cubicle in the Day Services Unit, where you can recover prior to discharge. You may stay in the cubicle to have refreshments or if you are well enough you may move to the discharge lounge prior to leaving the department.

The nursing and therapy staff will ensure that you have everything you need prior to discharge, including sick certificates, pain killers, any specific post operative instructions and, if appropriate, an outpatient appointment. You will also receive a discharge summary which will inform you of what has occurred during your stay.

Even though you are only having day surgery it is advisable for you to be accompanied when you leave us by a friend or family member. Please remember that you should not drive after any type of anaesthetic as it could invalidate your insurance.

Horder Centre inpatient bedroom

Inpatient stay

If you need to stay overnight or for any longer length of stay, after surgery you will be transferred to your own room on Dufferin ward. Your possessions will already be in place in your room. On arrival in the room you will be met by the ward nurse, who will monitor you carefully over the next few hours. The nurse will ensure that you have access to a nurse call bell and any personal items that you require immediately.

Your mobilisation and recovery will continue from here. Members of the multi-disciplinary team such as physiotherapist and occupational therapists, the resident medical officer (doctor) and nursing teams will work together to aid your journey.

On a daily basis you may visit the inpatient gym for group physiotherapy sessions.

Following your episode of care, your discharge from hospital will be discussed and reviewed with you, ensuring that all aspects or concerns you may have are considered.

Sometimes it may be necessary to extend your stay for medical reasons. At other times further treatment may be arranged, such as more physiotherapy, before you go home.

On discharge you will receive written information, any appropriate medication and an outpatient follow up appointment with your specialist. Sometimes an appointment will be made for you to have any stitches removed at your GP surgery or a district nurse may come to your own home to assess your wound.

A summary of your care received at the Horder Centre will be sent to your GP.

Transport

It is advisable that you arrange transport to and from the hospital with a friend or family member to accompany you. We do offer limited hospital transport to those in need; please contact our customer services team to discuss your situation.

The Patients’ Charter

Download our patients' charter here

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