FAQs - Queen Square Private Inpatient Care
Where is the Nuffield Ward?
The Nuffield Ward Private Patients Unit is located on the 4th Floor of the Chandler Wing of the National Hospital for Neurology and Neurosurgery. The Hospital’s address is 23 Queen Square, London, WC1N 3BG.
Can I park in Queen Square?
There is a small amount of street parking available in Queen Square itself but spaces are limited. Please leave plenty of time if you would like to park on the Square in one of these space. Parking meters are located around the Square and please be aware that Queen Square is within the Central London Congestion Charging Zone.
Alternatively, several car parks are located in close proximity to Queen Square at The Brunswick Centre (approximately 5 minutes’ walk from Queen Square) and the Imperial Hotel (approximately 2 minutes walks from Queen Square). These car parks would be more suitable for longer stays.
How do I reach the hospital by public transport?
The nearest London Underground stations are Russell Square (Piccadilly Line) which is a five minute walk away, and Holborn (Piccadilly and Central Lines) which is a fifteen minute walk away.
What items should I bring with me onto the ward?
Please bring along any medication you are currently taking and/or a list of medications from your doctor. If you are required to fast prior to you admission or need to make specific preparations, you will be advised of this by your Consultant prior to your arrival. In order to make your stay more comfortable, we would advise that you might like to bring the following items with you:
- Pyjamas/night dress
- Dressing Gown
- Face cloth/Soap/Shower cap
- Writing material/stamps
- Travel Clock
- Medical documents including previous scans and test results
- Financial documents including insurance details
We would advise you NOT to bring large amounts of cash, valuables and jewellery into the ward as we cannot be held responsible for any loss or damage of personal items.
How can I fund my treatment?
If the costs of your hospital admission are to be settled by a medical insurance company or sponsor, you may still be required to settle an additional bill upon discharge for any extras e.g. telephone calls, medications to take home. On admission, you will be required to sign an ‘Undertaking to Pay’ form. This applies to all patients whether self-funding or sponsored by a health insurer.
The Hospital has direct settlement arrangements for inpatients and day cases with most British medical insurance companies. Please contact your insurance company prior to your admission to confirm that your policy covers your treatment at the National Hospital for Neurology and Neurosurgery. Your insurer will provide you with an authorisation code for your treatment which you should bring with you upon admission. Please note that should an account be rejected or not paid in full by your insurer, you will be liable for the settlement of unpaid bills.
On admission, your Consultant will provide you and the ward team with an approximate length of stay for your treatment. If your Consultant requires you to stay longer, you will need to inform your insurer and obtain an extension of your authorisation. We will endeavour to help you with this process, but if they decline to extend, you will be responsible for the fees for your continued care on the ward.
If the cost of your treatment and hospital stay are being paid by an Embassy or Company acting as a guarantor, please bring with you a letter from that organisation stating to whom and where the bill should be sent to. If you do not have a written guarantee prior to, or at the time of admission, you will be asked to pay a deposit until such a guarantee is available.
Own Account / Self-Funding
If you are responsible for your own account, you will be required to pay a deposit on admission, based upon the estimated length of stay and proposed treatment. Should the length of stay be extended, a further deposit will be required. Full settlement of any outstanding balance is required upon discharge. We accept payment by cash, credit and debit card. We do not accept American Express.
What happens when I arrive on the ward?
Please go the main reception desk located at the entrance of the National Hospital for Neurology and Neurosurgery. From here, you will be directed to the 4th floor of the Chandler Wing where you will be greeted and shown to your private room.
Admission to your room
You will be accompanied to your room and shown the various facilities including the telephone system, nurse call system, bed controls, television and Wi-Fi. All rooms have en-suite bathrooms with overhead shower. There is also a wardrobe and shelf space for your personal belongings.
As part of your admission procedure, your nurse will need to take details of your medical history, present condition, allergies/sensitivities and current medications. Routine investigations will also be organised by the resident medical officer.
Will my Consultant be available during my stay?
Your medical care is your Consultant’s responsibility and he/she will advise the hospital staff of any tests and treatment you require. 24 hour care is provided by the ward’s own resident medical officers, who will assist your Consultant as required. Your Consultant will discuss your operation or medical care with you and you will be asked to sign a consent form if you are having surgery. If you do not understand the form, please ask for an explanation. Consent may also need to be signed for various procedures other than surgery.
Any medications you may require will be prescribed by your Consultant and be issued by the Hospital’s pharmacist.
What other inpatient care is available during my stay?
As part of your stay on Nuffield Ward, you may require assessment by one or all of the following therapy professionals:
- Occupational Therapy
- Speech and Language Therapy
This may be a one-off session, or you may require further assessment and early treatment sessions during your stay. Some patients need additional inpatient rehabilitation or community therapy to optimise their level of function, in which case the therapists will assist in referral to services beyond Nuffield Ward.
As part of the preparation process for your admission, we would advise you to check you insurance cover for inpatient rehabilitation and community therapy. Should your insurance not cover this type of care, you may be eligible for NHS services once you leave Nuffield Ward. It is important to note that it is your responsibility to establish what therapy intervention your insurance policy will cover. In most cases, your insurance will cover therapy of this kind in at least the early stages of your stay on Nuffield Ward.
If you require treatment by the therapy team, this will be performed in liaison with your Consultant and be carried out in the department or in your room as appropriate.
Can I receive telephone calls on the ward?
Yes, you will be able to receive calls from friends and family, who will need to telephone the Nuffield Ward Reception on 020 344 83231. Please note that mobile telephone may interfere with patient life support and drug monitoring equipment and should be switched off whilst in the hospital.
What are the catering facilities?
There is a varied menu on the ward which includes vegetarian dishes and all meals are served to you in your room. If you prefer a snack or light meal, there is an alternative menu which can be obtained from the catering staff on the ward. Please let the nursing and catering staff know if you have any special dietary requirements or food allergies.
Meals are served at the following times:
- Breakfast 7.30am – 8.30am
- Lunch 12.30pm – 2.00pm
- Dinner 6.00pm – 7.00pm
Your visitors may like to purchase drinks, snacks, sandwiches and pastries from the Hospital’s restaurant which is located in the lower ground floor of the Queen Mary Wing. The restaurant is open from 08.00am to 5.00pm, Monday to Friday.
Can my friends and family visit me on the ward?
Visitors are very welcome on the ward although we ask that children are accompanied at all times. For reasons of security, please ask your visitors to report to the main reception desk located at the entrance of Nuffield Ward. They should then see the nursing staff prior to going into your room.
Visiting hours are kept as open and flexible as possible, consistent with your need for rest and quiet. We normally ask visitors to leave the ward by 9.00pm. Visiting may be restricted by the Sister or Nurse in charge, your Consultant, or at your own request.
Can I smoke?
Smoking is not permitted anywhere in the Hospital and we are grateful for your cooperation in helping us promote positive heath.
Can I bring my own electrical equipment?
Some electrical appliances may interfere with essential medical equipment and need to comply with Hospital safety regulations. If you bring your own appliances, they will need to be checked by a staff member.
Voltage is 240v for shavers, hair dryers etc. Sockets are 3-pin square except for shaver sockets which are 2 pin. In the interest of safety, we request that electric blankets and hot water bottles are not brought into the Hospital.
What happens when I go home?
Your Consultant and nursing staff will decide your discharge date and time with you. If you require medication to take home it will be prescribed for you and supplied by the Hospital pharmacy. Prior to discharge, a follow-up appointment will usually be made to see your Consultant. If you require home-nursing, the nursing staff will help to arrange this.
We request that you make arrangements to vacate your room by 11.00am on the day of discharge. After this time, you may be charged for another night’s accommodation. However, we do understand that there may sometimes be an unavoidable delay in leaving. If your treatment has been covered by insurance, please ensure that your Consultant signs your claim form before you leave. A member of the Patient Account staff may visit you prior to your departure to settle your account. Any charges that have not reached your account when your bill is prepared will be sent to you afterwards.
How can I travel home?
We recommend you arrange for a family member or friend to collect you from the hospital, particularly if you have had a general anaesthetic within the previous 24 hours. If you need a taxi or private ambulance, the nursing or administration staff will be happy to arrange this for you.
How can I make a comment or complaint?
If you have any comments or complaints about our service, the ward staff on Nuffield Ward will be able to provide immediate assistance, or you may ask to speak to the registered manager.
We also have a formal complaints procedure which is as follows:
• All complaints are dealt with in a confidential manner and are fully investigated.
• All complaints will ordinarily be acknowledged within 2 working days, with a detailed reply within 20 working days if we are not able to address the problem immediately.
• If your complaint is of a serious nature and it takes longer to resolve, we will update you on the progress regularly.
Patients can also complain directly to the National Hospital’s Patient Advice and Liaison Service (PALS).
Queen Square Private Consulting Rooms
23 Queen Square
Tel: 020 3448 8948
Fax: 020 3448 8994
Queen Square Private Patients Unit: Nuffield
National Hospital for Neurology and Neurosurgery
Tel: 020 3448 3983
Tel: 020 3448 3300
Fax: 020 3448 3571
Queen Square Imaging Centre
8-11 Queen Square
Tel: 020 7833 2513
Fax: 020 7837 8074
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Queen Square Private Healthcare is a trading name of QS Enterprises Ltd. Our company is registered in England and Wales No. 1850377 and VAT No. GB 117 1520 51
Registered Office: QS Enterprises Ltd, 8-11 Queen Square, London, WC1N 3AR