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Patients & Visitors

We aim to provide high quality care in a safe and clean environment. Our staff are guided by our values of putting our patients first and making sure everyone is treated with dignity and respect at all times.

We offer single sex wards at Maidstone Hospital and Tunbridge Wells Hospital has single en-suite rooms on all wards. Single sex accommodation may be provided in single sex wards and single sex bays or rooms within mixed wards. Download our Declaration of Compliance.

In exceptional circumstances in which a patient needs urgent or specialist care in areas such as Accident and Emergency, Intensive Care Unit, Coronary Care Unit, Stroke Unit or recovery, mixing men and women may be unavoidable. We will work to resolve such situations as quickly as possible and will keep patients and their families informed about our actions. During these times, our priority will be to maintain patients’ privacy and dignity.

If you have any concerns about privacy and dignity, please speak to the ward sister/charge nurse in the first instance or the matron for the area. Alternatively, you can contact the Patient Advice and Liaison Service (PALS) on 01622 224960.

Our visiting hours are 8am to 8pm. Some wards may have different visiting hours so do check individual wards via the A-Z Wards. Please note: carers are welcome – there is a culture of supporting open visiting on all wards within the Trust, which includes consideration of overnight stays at the ward manager’s discretion. As part of the Trust’s Best Care Programme we are committed to supporting people with dementia and their carers. We work collaboratively with Involve Kent and Carers First.

Patient access to treatment

Read our policy on patient referral to treatment (RTT) access and waiting times. The policy encompasses procedures for managing patient access to RTT services from booking, notice requirements, patients’ choice and waiting list management for all stages of a referral to treatment, including discharge to primary care or other provider.

MTW makes every effort to ensure that referrals are handled efficiently and equitably, in line with national guidance, and to ensure that the patient’s best interests and wishes are at the forefront of the way the Trust operates.

New process for overseas visitors

MTW has implemented a new process for planned / routine care for overseas visitors from 1 June 2018. This will be a test for three months to learn about the process and what changes will be needed to succeed. On 23 October 2017 new government legislation came into effect which legally requires hospital Trusts to recover costs for treatment provided to patients who are not entitled to receive NHS care. You can find out more in our patient information leaflet.

The new policy will be applicable to all patients referred to the Trust for non-urgent treatment, and, following the guidance tools, they will need to comply with the following requirements to assess Ordinary Residence:

• Completion of a Pre – Attendance form
• Bring one form of photographic Identification to their outpatient appointment together with two further documents to evidence proof of UK residency in the last 12 months.

Please supply one of the following documents to prove your identity:

• Current signed passport
• Residence permit issued by UK Border Agency
• Valid UK photo card driving licence
• EU or Swiss National Identity card / MTW identity card
• Valid armed forces or police photo id card
• Photographic disabled blue badge
• Citizen card
• Bus Pass
Please supply two of the following documents as proof of address:

• Recent original utility bill such as gas, electric, water, landline (mobile not acceptable)
• Council tax bill for the current year
• Bank, building society or credit union statement/ passbook
• Recent mortgage / rent statement from a recognised lender
• Current council or housing association rent book
• The last 3 months of payslips “

The documents provided will need to be proof of address which must show your name, current address and be dated within the last six months to be accepted.

Reducing infections

We pride ourselves on having very low infection rates.

However, we need your help to make sure we keep infection rates down. Please help us protect our patients by making sure you use the gel provided in all areas of our hospitals to clean your hands. There are also wash hand basins close to every bed for everyone to use before and after they come into contact with patients.

Handy tips on how to prevent and reduce the spread of infections can be found on our visiting hours page.

Or you can read more about how we’re preventing infections in Our quality story.

Keeping safe while staying in our hospitals