What to expect

During your stay in our hospital, you and your visitors will meet a variety of hospital staff with a wide range of professional, social and cultural backgrounds. We expect our staff to treat you and your visitors with courtesy, consideration and without discrimination. Please treat our staff in the same way.

You will usually be cared for on a ward specialising in the treatment of the particular condition or illness you have.

A day on the ward will begin early, because many patients have to receive treatment or medication before any other activity.

Privacy
We are committed to safeguarding your comfort, privacy and religious and cultural needs at all times. Although most of our wards have both male and female patients, we will try our best to ensure you are cared for within a designated male or female area. Please speak to any member of nursing staff if you have questions or concerns.

Meals
Meals are provided free of charge. The standard of meals in our five hospitals was recently rated as 'excellent' or 'good'. You can find out more in Our standards.

Approximate mealtimes are as follows:
• Charing Cross, Hammersmith and Queen Charlotte’s & Chelsea Hospitals
Breakfast: 07.30 to 10.00
Lunch: 12.00 to 14.00
Dinner: 17.00 to 19.00
• Download a copy of the inpatient menu for Charing Cross and Hammersmith hospitals (PDF, 2.11MB, requires Adobe Acrobat Reader, free download)

• St Mary’s and Western Eye Hospitals
Breakfast: 08.00
Lunch: 13.00 (12.00 in children's wards)
Dinner: 18.00 (17.00 in children's wards)

All our hospitals can cater for a variety of dietary and cultural requirements, such as vegetarian, vegan, halal and kosher.

Telephone calls
• Charing Cross, Hammersmith and Queen Charlotte’s & Chelsea Hospital
Most wards have access to bedside telephones, provided by the Patientcall service. You need to purchase a card from a hospital vending machine to make calls. 

Outgoing calls to BT landlines cost 10p per minute at all times. Incoming calls from are available between 07.00 and 22.00, and cost between 20p and 25p per minute from BT landlines. Other costs vary. For more information please call Patientcall on 0871 666 4000.

• St Mary’s Hospital
Most wards have access to bedside telephones, provided by the Patientline service. You need to purchase a card from a hospital vending machine to make calls. 

Outgoing calls to BT landlines cost 10p per minute at all times, with a minimum charge of 10p. Incoming calls from BT landlines cost 39p per minute Monday to Friday from 18.00 to 08.00 and all weekend, and 49p per minute at all other times. Other costs vary. For more information please call Patientline on 0870 212 1234 or visit the Patientline website.

• Western Eye Hospital
There are payphones located just outside the hospital. Patients and visitors are also permitted to use mobile phones in the reception area only.

Television, radio and internet
• Charing Cross, Hammersmith and Queen Charlotte’s and Chelsea Hospital
Televisions are available in the patient common rooms. Computers with internet access are available in several public areas.

• St Mary’s Hospital
Most wards have access to bedside television, radio and internet facilities, provided by the Patientline service. You need to purchase a card from a hospital vending machine to use the service. 

Access to the television, radio and internet facilities costs between £2.90 and £3.50 per 24-hour period. The television and radio facilities are free for children aged 16 years and under. For more information please call Patientline on 0870 212 1234 or visit the Patientline website.

Each ward also has a colour television. Some of the beds that do not have the Patientline system have access to national and hospital radio stations.

• Western Eye Hospital
Staff have a limited number of radios and audio cassettes that patients can borrow during their stay.

Smoking and alcohol
Smoking is not permitted at any of our hospitals or in the grounds. If you smoke, we advise you to stop smoking a minimum of five days before your stay. Smoking greatly increases the risk of medical problems following your operation or treatment.

You can get free help and advice about giving up smoking from the NHS. Go to www.nhs.uk/gosmokefree or call the free NHS smoking helpline on 0800 169 0 169 (open seven days a week, 07.00 to 23.00).

Alcohol is not permitted at any of our hospitals. If a patient is found with alcohol or illegal drugs, we reserve the right to withhold treatment. For illegal drugs we will also immediately inform the police.