Message to a Loved One
Message to a Loved One
We know this is a difficult time for relatives who are unable to visit patients so we are doing everything we can to help you stay connected with your loved ones while they are in our care.
For relatives and patients that do not necessarily have access to their own device our new Family Liaison Service has set up the services below.
Virtual Visit
We are pleased to offer Virtual Visiting.
This is online visiting via a video call in partnership with the Attend Anywhere video platform, by appointment with the ward.
What do I need to have a Virtual Visit?
- Broadband internet access – we suggest that you use WiFi rather than 4G to ensure your connection is reliable.
- A desktop computer, laptop, smartphone or tablet with a microphone and camera.
- Web browser - either Google Chrome on a desktop, laptop or Android tablet or smartphone, or a Safari web browser on an Apple iMac, MacBook, iPad, or iPhone.
- A quiet location away from noise and distractions so that you can clearly hear during the Virtual Visit and have your visit in private.
How do I arrange a Virtual Visit?
If you would like to Virtually Visit a patient, please contact the ward to arrange a date and time.
You must ensure you have arranged an appointment with the ward before starting the call.
Where do I go to attend my prearranged Virtual Visit?
Once you have agreed an appointment date and time with the ward, please click here to enter the Wards Visitors Room.
Alternatively, you can access your Virtual Visit via our Attend Anywhere Video Appointment page, and then the big blue ‘Click here to start a video call’.
If accessing this way, you will be asked to select the relevant Waiting Area from a drop down list, which also includes specialty clinics. The waiting area for Virtual Visiting is Ward Visitors Room. Please do not enter the waiting room unless you have arranged a Virtual Visit with the ward.
How much does a Virtual Visit cost?
The Virtual Visit is free (except for your internet usage).
Is it secure?
Virtual Visits are secure; your privacy is protected. There is no need to create an account
No information you enter is stored.
How much internet data will I use?
You don’t use any data while waiting for a member of staff to join you. A Virtual Visit uses a similar amount of data to Skype® or FaceTime®.
Direct Communication
Our ward staff will support communication using the patient's own mobile phone/tablet/laptop - voice calls, WhatsApp, Facetime, social media etc. Devices can be dropped at the hospital and delivered to the patient via our contactless Patient Property Drop off Service.
Emails
You can email our dedicated email address: rsch.messagetoalovedone@nhs.net
- Your email must include the patient’s name, Date of Birth/address, ward if known and your relationship to the patient.
- Emails including personal messages or collated messages from family and friends, photographs and scanned pictures will be printed and photographs and pictures laminated and will be delivered to the ward.
- Please only include a maximum of two photos per message, and ensure they are attached as a JPEG.
- Ward staff will deliver to the patient and support them to read if required.
Telephone
You can call our dedicated telephone number: 01483 402 757 between 10am - 12pm Monday – Friday
- Your message to the patient will be transcribed using your own words
- Ward staff will deliver to the patient and support them to read if required
Royal Surrey hearts
Pairs of homemade hearts lovingly made and gifted by local knitters, crafters and charities have been distributed to all inpatient wards and departments. One heart can be given to the patient and the matching one to the relative which can be kept with them and held during this challenging time of being separated.
How do I arrange for my loved one to have a heart?
1. Patients:
Just ask on your Ward/Department and the staff will give you a heart and send the matching one in the post to your relative with a card on which you can write a message to your loved one
2. Relatives:
Just ask on the patient’s Ward/Department and with the patient’s consent the staff will give the patient a heart and send the matching one in the post to you with a card on which the patient can write a message to their loved one
If you are dropping off property for a patient via our contactless Patient Property Drop off Service there will be hearts available at the drop off point. You can put one in with the property to be delivered to the patient along with a card on which you can write a message to your loved one and you can take the matching heart home with you
3. Via our Family Liaison Service:
Contact our Family Liaison Service as below and they will arrange delivery of hearts for patients and relatives
Emails – You can email our dedicated email address: rsch.messagetoalovedone@nhs.net Your email must include the patient’s name, date of birth/address, ward if known and your relationship to the patient.
Telephone - You can call our dedicated telephone number: 01483 402757
Wards and Departments can obtain supplies of hearts and cards from the PALS office, located in the front hall on Level B.
Letters
You can write to our dedicated postal address:
Patient Name
Ward name
Message to a Loved One
Royal Surrey Hospital
Egerton Road
Surrey
GU2 7XX
- Your letter will be delivered to the ward.
- Ward staff will deliver to the patient and support them to read if required