Information for visitors

Visiting
You are very welcome to visit a patient at any time which suits them – we do not have set visiting times. However there may be times when it is more appropriate for only family and close friends to visit so please check with staff or a family member before making the journey to Thorpe Hall.
 
Families and friends are able to stay with patients in their rooms overnight if they wish. We also have limited family accommodation, away from the patient rooms – please ask staff for more details.

On arrival
If the hospice reception is closed when you arrive please go through the automatic doors to the right of reception. Immediately on your left you will see an entry phone. Please press the bell and wait for a member of staff to let you in. If they are busy there may be a slight delay in answering the bell.

Each time you visit please sign in and out at the reception desk. This is for your safety and protection in case of a fire or other emergency.

If the fire alarm sounds, please make your way directly to reception, where staff will direct you to the assembly area on the gravel car park. Hospice staff will make arrangements to ensure patients are made safe and comfortable.

Facilities
There are a number of seating areas around the hospice and in the gardens for you to use. The visitors’ information hub in the hospice reception has access to online and written information which you may find helpful.

You are welcome to enjoy the beautiful gardens both around the patient rooms and within the wider Thorpe Hall grounds.

Calling patients and the hospice
You are welcome to telephone the hospice at any time. We are aware that the mobile signal in the building is a little patchy. If you would like to speak to a patient please call the hospice on 01733 225 900. A member of the team will give you a number for one of our cordless phones which we will then take to the patient. All areas have Wi-Fi access – look for ‘Public Sue Ryder’ to log on. 

Respecting staff
Sue Ryder operates a zero tolerance policy relating to any kind of verbal or physical abuse and visitors may be asked to leave if their behaviour causes disturbance to other patients and staff.

Shop
Our on-site shop sells good quality second-hand clothing and other items. You can support our shop by donating quality goods, giving some of your spare time as a volunteer or simply being a regular customer who bags some fantastic bargains.

Cards
A small selection of cards are available for purchase in the hospice reception.

Armed forces
Have you or an immediate member of the family been in the armed forces? If so, please make this known to our staff as we will be able to claim a contribution from the armed forces benevolent fund towards our costs.

Infection control
Please help us keep infections away from the hospice by using the alcohol gel when you arrive and leave. If you have an infection such as diarrhoea or vomiting please contact the hospice before you visit.

Smoking
Smoking is not permitted by law within the hospice buildings. There is a designated smoking area adjacent to the water garden between the Summer and Autumn corridors.

Confidentiality

Requests for information regarding any of our patients should be directed to the nursing or medical staff. Please remember that we must seek the consent of the patient before discussing their condition with you.
You may accidentally overhear a private conversation between patients and/or staff; please regard such conversations as confidential.

Refreshments
You are very welcome to make a drink for yourself and your family at the tea bar in the atrium with donations welcome. Alternatively there are vending machines providing sandwiches, crisps and sweets for you to purchase in the hospice reception. There are also small fridges in each patient’s room for drinks.
Please let a member of staff know if you want to leave anything for the patient in these or in the larger fridge in the atrium.

Coffee shop
Our coffee shop is open seven days a week offering tea, coffee, soft drinks, snacks and light lunches. Please check with the hospice receptionist for today’s opening times.

Flowers
Patients often appreciate gifts of plants and flowers. We have a large selection of vases available; please ask us if you need one.