Information for patients
This leaflet can be made available in other formats including large print, CD and Braille and in languages other than English, upon request.
Who will we see on the ward?
When you first come into the ward you and your child will be shown around.
Your child will be given a named consultant who will manage their medical needs during their stay.
A doctor will see them each day while they are in hospital and will talk to you about their progress.
You and your child will meet lots of staff on the ward:
- Health care assistants (HCA)
- Hospital play specialists
- Ward clerks
- Ward hostesses
These staff are all here to help and support you and your child during their stay. Staff will come and see you as they change shifts each day and night so you know who they are.
Your child will have a named nurse each shift who is responsible for their care. They should introduce themselves to you and your child at the start of their shift.
All staff wear an identification badge which includes their name, job title and a photograph. Please do not hesitate to ask staff to show you their identification badge. All staff should introduce themselves to you.
You might also meet other people during your child’s stay such as physiotherapists, dieticians and theatre staff.
Please note: there may be times when staff need to speak to you or your child alone to check and update information in private.
What are the visiting times?
The Children’s Ward is open 7 days a week, Monday – Sunday, 24 hours a day including bank holidays. One parent or carer can stay with their child at all times (including overnight stay).
Parents or carers can visit at any time during your stay. All other visitors are welcome from 10.00am – 7.00pm; we ask that visitors are restricted to 2 at a time and they keep the noise levels down. If your visitors are under 16 they must have an adult with them at all times.
This ward caters for 0 – 16 year olds who are poorly and quiet time is needed. Please make sure that all children are supervised throughout the ward and that all visitors respect the privacy of patients. We ask they leave at a good time to make sure you and others have lots of rest.
What about my child’s safety and security on the ward?
A CCTV security system is in place so staff know who is coming in and out of the Children’s Ward. An intercom system is on the wall to the right of the main door.
To help keep everyone safe, you must:
- Ask your nurse if you can leave the ward.
- Not go into anyone else’s room. This can increase the spread of infections.
- Not share your food with anyone else on the ward. He or she may not be allowed to eat it or they could be allergic.
If you have any concerns, please speak to a member of staff.
Why does my child need to wear a name band?
All patients must wear a name band in line with Trust policy.
Your child must not take their name band off. If it becomes loose, damaged, or is too tight and uncomfortable you must tell a nurse straight away.
A nurse will check your child’s name band before they are given any medicine.
Their name band will also be checked if they go to any other department for treatment.
What happens if the fire alarm goes off?
The fire alarm is regularly tested; this sounds intermittent (goes on and off). You do not have to do anything.
When there is a real fire alarm the sound is continuous (stays on). The ward staff will lead you outside. Please go with them quickly, leaving your things behind.
Can I stay with my child?
One parent or carer can stay with their child on a camp bed which will be put down at night. In exceptional circumstances 2 parents will be allowed to stay overnight but this will be on the approval of the nurse in charge.
Please can patients who are not staying the night leave the ward at a reasonable time or when asked by staff.
Your child will be given a cot or bed in either a bay (a 2 or 4 bedded room) or a single room. This will depend on their medical needs.
Bed and cot sides are there for patient safety. If parents are leaving babies and children alone in the cot or bed you must make sure that all sides are secure to reduce accidents.
Ward staff will try and put young people of the same age and gender (male or female) together.
Spare bedding is available from the trolley and beds will be changed by ward staff when needed.
Please arrange for someone to collect your clothing and any items you will not need while you are in hospital as storage space on the ward is limited.
You should use the bedside cabinet to keep the bed area safe, clean and tidy.
Are there toilets and showers on the ward?
There are a number of toilets on the ward, some with disabled access. If needed, commodes and wheelchairs will be brought to your child. Bed pans and bottles can be used if they cannot leave their bed.
The ward has an assisted bathroom which has a walk in shower, bath, toilet and hoist. We also have 2 separate shower cubicles for general use. You should bring in your own toiletries to use.
Shower and toilet facilities are on the ward for parents/carers to use.
Towels and washing equipment, toothpaste and toothbrushes are available on request.
What food will my child be given and when?
Drinks, fresh fruit and light snacks are available during the day.
Meals are available to suit all needs including ethnic, cultural, religious and special diets. If your child has special dietary needs some foods may not be suitable. Please tell the ward staff who will contact the kitchen.
Staff will serve breakfast at your child’s bedside about 7.45am. A selection of cereals, jam and toast, milk and fruit juice will be available (this will also be available for the residence parent/carer).
At lunch time staff will offer a selection of sandwiches, yoghurts, crisps, fruit, biscuits and juice. These will arrive on the ward about 12 noon.
A member of staff will give your child and the resident parent a menu mid-afternoon to fill in and choose a hot meal for tea. This will be delivered to their bedside around 4.30pm.
If your child has missed a meal for any reason or is hungry please tell the ward staff.
A limited selection of baby milks and food is available, please ask a member of staff for further information.
You can bring your own food and drinks onto the ward but you must not share these with others.
What meals am I entitled to?
Resident parents/carers (an adult who stays overnight with a patient) are entitled to meals with their child. A discount slip can be provided to purchase meals from the canteen on request.
Tea and coffee is available for parents only and can be obtained from the parents’ kitchen. Extra care should be taken when carrying hot drinks. Please make use of the lids for cups and clean up in the event of spillages.
For safety reasons please do not take children into the kitchen.
A parents’ sitting room is situated opposite the kitchen and is a communal area.
What is there for my child to do on the ward?
The hospital play service is available to Children and Young People throughout their stay.
We aim to normalise the environment and guide all young patients through treatments and procedures by using play and activities appropriate to their stage of development.
A play area is situated to the side of the nurses’ station; please follow the sign to the playroom.
A responsible adult is requested to stay with patients and visiting children when using the play area.
The toy room has a variety of toys for different ages including a baby corner, a home corner, construction, role play/small world, games area and a selection of musical instruments.
The Arts and Crafts room has a number of activities set out on a daily basis by the Hospital Play Specialists to meet the requirements of the children.
At times this room will be closed due to demands on the Hospital Play Specialist.
Please ensure a responsible adult stays with the children and do not access the cupboards or drawers when the art room is in use.
There may be arts and crafts sessions during the day led by staff.
The Hub is open to anyone aged 11 years upwards. It can be used to watch television, play games and socialise or just “chill out”.
Most beds have a television fitted next to it. Some Freeview channels are available on the Children’s Ward from 7.00am – 8.00pm. Cards can be bought for extra hours of TV.
More information is on the leaflet on the TV set. If your TV set is not working properly please report to the TV provider using the hand set to dial operator. (These TV’s are not looked after by ward staff).
What equipment is available for my baby or young child?
High chairs and Bumbo seats are available on the ward. Please feel free to bring in your own pushchair if you feel you need it. Due to infection control reasons we do not keep any on the ward.
Will we be able to use our own computer, phone or games when on the ward?
No chargers, apart from the hospital owned equipment chargers, should be used within the hospital.
Mobile phones can be used on the ward in the corridor but must be sent home to be recharged. You will be asked to agree to an E-safety policy if you are using your mobile on the ward to make sure you and other patients are kept safe in hospital.
For privacy of you and others we ask that you do not use the camera or video on the mobile phone.
You can ask to use the phone at the nurses’ desk to make quick calls home.
Your own laptop, MP3 player, DVD player etc. can only be used in hospital if they have been tested by our electricians. See a member of staff if you want to use yours. Again these should be recharged at home.
Wi-Fi Spark is available for free throughout the hospital. You will need to register an email address and obtain a code for usage.
Please access further information by linking up to the ‘Wi-Fi Spark’ via your device.
Although every precaution is taken to safeguard your property while you are in hospital, you are asked not to bring large sums of money, jewelry or valuables in with you. We can only accept responsibility for items handed over for safekeeping. We will give you a receipt for these items.
North Tees and Hartlepool NHS Trust cannot accept any responsibility for loss or damage of personal property.
Can I smoke or vape while my child is in hospital?
No, it is illegal to smoke in public buildings. The hospital and grounds are smoke/vape free environments. If you wish to smoke or vape you are requested to leave the hospital grounds. This applies to staff, patients and visitors.
Security staff requests that visits outside the building on a night time are kept to a minimum. Due to security measures re-entry to the building might be difficult due to security staffing duties throughout the whole of the hospital.
What facilities are there available in hospital?
There are two cash machines. One can be found close to the main entrance opposite the Panacea Pharmacy and the other is close to the lifts.
The canteen offers a variety of cooked meals, salads, sandwiches, pastries, cakes and drinks for visitors and staff. Please see notice boards for daily specials.
Opening times are:
Monday to Friday 7:30am to 5:30pm
Weekends 8am to 5:30pm
A well-stocked shop is situated at the main entrance to the Hospital.
Opening times are:
Monday to Friday 8am to 7pm
Weekends 9am to 5pm
Bank Holidays 9am to 4pm
Costa Coffee Shop
A coffee shop is situated at the main entrance where drinks and snacks can be purchased.
Opening times are:
Monday to Friday 7am to 6pm
Weekends 9am to 5pm
Bank Holiday times may vary.
A coffee pod is situated just off the main corridor, close to the lifts, serving hot and cold drinks, sandwiches and snacks.
Opening times are:
Monday to Friday 08am to 6pm
Chapel and Chaplain
This is situated on the ground floor and can be used by all denominations and faiths. the chapel is open every day for times of quiet reflection and private prayer. The hospital has a Chaplain that can visit patients at their bedside. If you require their support please ask a member of staff for details for how to contact them.
Parking Eye is the company that takes care of all car parking at the University Hospital of North Tees. Please see payment board for full details.
The bus terminal is situated at the front of the hospital with a list of various destinations and timetables. Times may vary or change due to bank holidays and other unforeseen circumstances.
What will happen when my child is ready to go home?
Your child’s doctor will talk to you and your child about their treatment during their stay and will tell you about any medicine you will need to take home. If you have any questions please ask the doctor or nurse.
Before you leave the ward you will be given a letter to keep.
The ward will send a copy to your child’s GP and Health Visitor or School Nurse so they know why you have been in hospital and how to help you in the future if more treatment is needed.
It sometimes takes a while to get the medicines from pharmacy because they are dealing with lots of prescriptions for the whole hospital.
Please be patient and we will get the letter and medicines to you as soon as possible so you can go home with your child.
How can I let you know about my child’s stay
Questionnaires are available so you can give us your thoughts and ideas. If you have any comments to make please share them, we are always open to suggestions of improvement.
Paper copies of all our questionnaires are stored in the wall mounted holder next to the letterbox in the playroom corridor. Please help yourself if you would like to give feedback and you have not received one from staff.
Find us at:
What if I am not happy about something?
We hope you and your child have a good stay.
If you feel worried or upset while you are with us, please talk to your nurse or another member of ward staff so we can help.
If you want to speak to someone in charge, please ask to speak to the Ward Matron or Team Lead who will try to sort out your problem.
What else do I need to know?
Alcohol and illegal substances are not allowed on hospital premises. The police will be notified if staff suspect illegal substances are being used.
What should visitors be aware of?
Visitors are asked to consider the rights and privacy of all patients.
Visitors please note:
- Anyone making too much noise may upset other patients and may be asked to leave.
- You may need to leave a bedside or ward if ward staff ask you to.
- Hospital property should be respected and not abused or damaged.
- You should not visit patients if you have signs of an infection, for example, a cold, sore throat, tummy bug or you are generally unwell.
- You should clean your hands with soap and water or alcohol gel every time you enter or leave a ward.
- You should not sit on the bed during visits.
- Visitors have a right to be treated with courtesy and respect rom all hospital staff; we ask that staff be treated in the same way.
- harassment of staff working in the NHS by patients or visitors is both a civil and criminal offence.
We believe all those who work in, or provide services to the NHS have a right to do so without fear of violence or abuse.
The NHS is nationally committed to tackling physical and non-physical violence in the workplace and had adopted a national approach to deal with acts of violence on members of staff.
We will not tolerate violence and aggression, including verbal and racial abuse towards staff.
You are advised it is an offence to cause a nuisance or disturbance to NHS staff on hospital premises (Section 119 of the Criminal Justice and Immigration Act 2008).
This legislation also permits the police and authorised NHS staff to use reasonable force to remove you, if necessary.
Visitors using offensive, violet or abusive behaviour will be removed from the premesis.
Incidents of violence will be reported to the police and the NHS Protect Legal Protection Unit with a view to this Trust supporting criminal or civil proceedings or other sanctions. Any legal costs incurred will be sought from yourself.
Comments, concerns, compliments or complaints
Patient Experience Team (PET)
We are continually trying to improve the services we provide. We want to know what we’re doing well or if there’s anything which we can improve, that’s why the Patient Experience Team (PET) is here to help. Our Patient Experience Team is here to try to resolve your concerns as quickly as possible. The office is based on the ground floor at the University Hospital of North Tees if you wish to discuss concerns in person. If you would like to contact or request a copy of our PET leaflet, please contact:
Telephone: 01642 624719
Freephone: 0800 092 0084
Opening hours: Monday to Friday, 9:30am to 4:00pm
Email: [email protected]
Out of hours
Out of hours if you wish to speak to a senior member of Trust staff, please contact the hospital switchboard who will bleep the appropriate person.
Telephone: 01642 617617
Data protection and use of patient information
The Trust has developed Data Protection policies in accordance with Data Protection Legislation (UK General Data Protection Regulations and Data Protection Act 2018) and the Freedom of Information Act 2000. All of our staff respect these policies and confidentiality is adhered to at all times.
If you require further information on how we process your information please see our Privacy Notices.
Telephone: 01642 383551
Email: [email protected]Privacy Notices
This leaflet has been produced in partnership with patients and carers. All patient leaflets are regularly reviewed, and any suggestions you have as to how it may be improved are extremely valuable. Please write to the Clinical Governance team, North Tees and Hartlepool NHS Foundation Trust, University Hospital of North Tees, TS19 8PE or:
Email: [email protected]
Leaflet reference: PIL1130
Date for Review: September 2026