Patients and visitors

Patients and visitors

Patients and visitors

We know visiting hospital can sometimes be daunting, so we want to reassure you that as a patient of ours, we'll ask what you think, and give you all the information you need to help you play an active part in any decision making. You'll be treated in an environment where your comfort and privacy and dignity are respected.

We achieve some of the best clinical outcomes anywhere in the NHS, and we trust that you'll receive great care from our team of dedicated staff. If you’d like to give feedback or think there is something we can improve, please let us know. 

Visitor guidance and how we're continuing to look after each other

Visitor guidance and how we're continuing to look after each other

Visiting a relative or friend

The health, safety and wellbeing of our patients, communities and staff continues to be our top priority. As cases continue to rise in the community, we are maintaining all of the safety measures that we have had in place over the course of the pandemic after lockdown restrictions ease across England on 19 July 2021.

As part of measures to keep everyone safe, we are currently welcoming small numbers of visitors into our hospitals where possible. We are aware of how difficult it has been for families to visit their loved ones during the pandemic, and we appreciate your patience. We regularly review our visiting policies, and we hope to welcome you back into our hospitals when it is safe to do so.

For more information on the specific visitor guidance for each hospital, please visit: St Bartholomew's Hospital, Newham Hospital, Whipps Cross Hospital, Mile End Hospital and The Royal London Hospital and click on the orange Covid-19 drop down tab. Our teams can also offer support with facilitating virtual visits.

Your safety

Our hospitals are adapting so we can continue to care for patients safely while the coronavirus remains a threat to everyone’s health.

All staff and visitors must wear a surgical face mask (e.g. disposable, single-use masks which are composed of 3 layers), unless you have a medical exemption or are under 11 years old. Face coverings are not permitted. Please also use the hand gel available, and wash your hands more often and maintain social distancing. When you arrive at our hospitals you will be provided with a mask to wear at all times.

When you arrive, you will be asked some questions about why you're visiting the hospital and whether you have any symptoms.

We are caring for Covid-19 patients in separate areas of our hospitals, so the right infection control measures are in place for them and to protect you.

Many of the patients we are seeing with Covid-19 are healthy, young and unvaccinated  like 31 year old Quincy. Getting your Covid-19 vaccine remains the best thing you can do to protect yourself. Your GP or local council will have a range of options available or you can book an appointment at the NHS Covid-19 vaccination centre, The Street at Westfield via the National Booking System

We're here to care for you 

Our hospitals are very busy right now but please be assured that the NHS is open for business and it's safe for you to seek help when needed. Your first port of call should be NHS 111 unless it's a life-changing emergency - please use our A&E carefully

We are seeing an increase in Covid-19 admissions , but we have planned for it. As set out in our current operational plan, we are actively preparing for a third wave, however we are not expecting a repeat of the previous sharp peaks.

As part of this plan, we have reopened our 15th floor unit at The Royal London Hospital, dedicated to caring for patients with Covid-19 who require critical care. This is so we can separate our Covid and non-Covid pathways and protect our elective care activity, which we intend to keep running for as long as possible.

We understand many patients have been waiting a long time for elective care. We are prioritising seeing patients who need care the most or urgently, and are working hard to see as many patients as soon as we can. If your planned operation was cancelled, and would like an update on your care, please get in touch with your care team.

We have also restarted routine face-to-face outpatient appointments for patients who need to be seen in person. If you have been asked to attend hospital for your appointment, it is safe to do so. We continue to offer telephone and video consultations for patients who do not require a face-to-face appointment.

Contacting a loved one in our hospitals

Send a message to a loved one

We know that having a loved on admitted to hospital is distressing under normal circumstances, but it can be even more so when visiting is restricted. 

You can send messages and photos to your loved ones using our online form. All responses will be printed off and shared each day. 

Send a message to your loved one

Virtual visiting

Visitors are an important part of supporting our patients' wellbeing and rehabilitation. However, with the current restrictions in place, we've had to explore alternatives. We encourage the use of digital devices to help stay in contact with your loved ones and encourage our patients to have one available for the duration of their stay. 

As not all patients will have access to technology, we have a number of iPads which allow patients to communicate with their loved ones, using the StarLeaf app.

Virtual visiting: frequently asked questions

How does it work?

A patient or visitor can request a virtual visit by speaking to ward staff at Newham HospitalThe Royal London HospitalSt Bartholomew's Hospital and Whipps Cross Hospital. The ward teams will ask for the virtual visitor’s email and a time to set up the visit. The visitor will receive a video call from the iPad which will be with the patient. Alternatively, relatives/ loved ones can send recordings to the device that can be played to patients.

Can relatives virtually visit at any time?

Yes, as long as there is a staff member and a device available, a close relative can visit virtually at the most appropriate time.

How long does the virtual visit last for?

If the patient is unconscious, we would generally allow ten minutes for this. If the patient is conscious, we allow 20 minutes. Staff will use discretion around these timings.

What happens if the virtual call gets cut off prematurely?

We will try and reconnect but may ring you directly.