We understand it can be confusing or disorientating to have people you don’t know visiting your home to provide care and support. Here’s what you can expect from our nurse or healthcare assistant when they visit.
When they arrive
All our nurses and healthcare assistants wear a Marie Curie uniform and name badge.
Here’s what they’ll do when they arrive at your home:
-
The nurse or healthcare assistant will identify themselves by showing you their Marie Curie identity card. If the nurse or healthcare assistant visiting you doesn’t show their Marie Curie identity card or wear their name badge, please ask them to do so. If in doubt, please call us (find the phone number for your area below).
-
The nurse or healthcare assistant will introduce themselves to you, and any members of your family and friends, during their visit. They’ll ask if you have any particular likes or dislikes that they need to know about and how you, and the people close to you, would like to be addressed. They’ll also need to know where they can wash their hands and where the bathroom is.
-
The nurse or healthcare assistant will need to call our central nursing office to let them know that they’ve arrived safely at your home. They’ll use their mobile phone to do so, but if they’re having problems or if you live in an area without network coverage, they may ask to use your phone – they’ll ring a free phone number so you won’t be charged for the call. They may also ask to use your internet (Wi-Fi) if their device has poor 4G signal.
During an overnight visit
During an overnight visit, the nurse or healthcare assistant may need to:
- walk around from time to time to stay alert – if it’s safe to leave you alone, they may leave the room for a few minutes now and again
- leave the room to make a hot drink or visit the bathroom, when it’s safe for them to do so
- use a tablet, such as an iPad, for record-keeping, but only if this does not disturb you.
Our nurses and healthcare assistants are not allowed to:
- watch TV or DVDs, or listen to music, unless you or your family are doing so in your room
- listen to music using headphones
- smoke or sleep while on duty.
If you have any questions about our nursing service, you can phone us (find the phone number for your area below).
Will I have the same nurse or healthcare assistant for each visit?
If you’re getting care from us over a period of time, we’ll try to make sure you’re cared for by as few different Marie Curie Nurses or Healthcare Assistants as possible.
It may not always be possible to have the same nurse or healthcare assistant to care for you, as it depends on the shifts they are working and the demand for our services.
Our nursing team works closely with your district or community nurse, so they’ll have all the information that they need about your care and situation. This should mean that you won’t need to repeat information about your care and condition all the time – just what you feel they need to know on that day.
Can my family or friends be involved in my care?
Your family and friends who usually care for you may want to continue to be involved with your care while our nurse or healthcare assistant is in your home.
For example, if there’s a change in your condition, they may want the nurse or healthcare assistant to wake them up during the night or ring them if they’ve left the house. This is absolutely fine, and the nurse or healthcare assistant can check this with you when they arrive at your home.
If our nurse or healthcare assistant is providing care to you overnight, do let them know if there’s anyone who would like to be woken up in the morning, and what support is needed before the nurse or healthcare assistant leaves – such as helping you get washed or dressed.
Giving us your feedback
We value your comments and suggestions on any aspect of the care and support that we’ve provided for you and the people close to you, so we hope you’ll get in touch to let us know what you think. If you have recent experience of our care, here’s how you can share your feedback with us:
- Complete an online survey (see link below).
- Email us at comments@mariecurie.org.uk.
- Call our free Support Line on 0800 090 2309.
Who to contact
Once you’re having Marie Cure Hospice Care at Home, you may have questions about the visits or support we can provide.
If you have a specific medical problem, please contact your GP first. When you ring us, we might also put you in contact with another organisation if they are better placed to help you.
England
- London – 0203 370 2208 (open Monday to Friday, 8am to 10pm; Saturday and Sunday, 10am to 10pm)
- Midlands and the East of England – 0121 752 9305 (open 7 days a week, 8am to 10pm) or out of hours on 0333 222 0042 (open 7 days a week, 10pm to 8am)
- North West – 0151 541 7808 (open Monday to Friday, 8am to 5pm)
- South East – 0188 377 2232 (open Monday to Friday, 8am to 6pm)
- South West – 0188 421 4105 (open Monday to Friday, 8am to 6pm).
- Yorkshire and the North East – 0191 500 8956 (open 7 days a week, 8am to 10pm)
Scotland
- 0141 473 1785 (open Monday to Friday, 8am to 6pm)
Wales
- 0292 267 9740 (open every day, 7am to 11pm)
Northern Ireland
- 0289 433 1868 (open every day, 8am to 10pm)
If you are not sure which number you should call, you can call our free Support Line on 0800 090 2309. They can take your details and direct you to the right number – check the opening hours.
