Frequently Asked Questions

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We hope you find this a useful resource. If you cannot find the answer to your question then please feel free to call us on 0141 201 1900 or email us at enquiries@ronaldmcdonaldhouse.co.uk. We’ll be more than happy to help in any way we can.

We have been told our child will need treatment at the Royal Hospital for Children, Glasgow / another West of Scotland hospital. Can we pre-book a room in the House?
The House does not take direct bookings and cannot process referrals in advance. All referrals come through to us from the hospital so please speak to your Nursing Staff/Ward Clerk when you arrive at the hospital.

Our child has been admitted to the Royal Hospital for Children, Glasgow / another West of Scotland hospital. How do we get a room at the House?
If you would like to be considered for a room in Ronald McDonald House Glasgow, you must ask the hospital staff to refer you to us. Once your child has been admitted to hospital, the Clerk on the ward can complete a referral form which is then sent to us. The House staff will contact the ward to advise whether a room is/or is not available for you on this occasion. If a room is available, a check-in appointment time will be given.

Are we guaranteed a room when we apply?
Unfortunately, due to the high demand for accommodation, and unpredictable nature of our families’ length of stay, we can’t guarantee that an application will be successful.

Will we have to pay for the room?
There is no charge to families to use our rooms. We do ask that you pay a £25 room deposit, which is refundable on leaving the House, provided the room has been left in a satisfactory condition and no charges have been incurred. Many families who stay with us choose to donate their deposit to the charity. This helps us to support more families.

When we first arrive at the House reception what happens?
This is where you will be greeted by a member of the House team and will be asked to complete a Registration form. You’ll find out about the facilities provided and will be informed of the House rules and Health & Safety requirements. This is followed by a tour of the facilities, after which you will be shown to your room.

What kind of facilities are there in the House?
We have laundry facilities, an open-plan kitchen-come-dining room, lounges, soft-play area, private parking (limited spaces) and a garden.
• In our kitchen we provide everything you need to cook a meal – ovens, microwaves, utensils, pots, pans, knives, forks etc, all you need to bring is the food and decide what you would like to cook.
• Each family is allocated their own lockable area in the fridges and freezers and dry storage space to store their food. We also have regular food deliveries and families are welcome to take what they need. Donated food is complimentary and will be left in the kitchen.
• Our 31 en-suite bedrooms can accommodate up to four people (2 adults and 2 children or 1 adult and 3 children) on two single beds with the option for additional fold-down beds/travel cots. Bedding is provided by the House. There is a phone (internal use only) so the staff on your child’s ward can contact you, or vice versa, at any time of day or night.
• Laundry machines (washers & dryers) may be used at a charge. Tokens can be purchased at Reception where we will also provide you with soap powder/liquitabs. An ironing board and iron are also provided in the Laundry.
• We have two lounges (ground and first floor) with tea/coffee-making facilities, where you can relax and watch television, or use the free Wi-Fi which is available throughout the House.
• There is also a library, useful for ‘home’-schooling children staying in the House with you or for ‘home’-working.

What are the basic rules of the House?
The one thing all of our families have in common is that they have a sick child in hospital. We want your stay here to be as comfortable as possible and many families use the House as a quiet haven from the stress of the hospital. It is important that the atmosphere in the House is as calm as possible and we ask for your co-operation and sensitivity towards others.
While you are staying here we do have some rules, and we will go through these in more detail when you check in. The main rules we stipulate are:
• Be respectful of all families and staff
• We operate a zero tolerance policy with regard to any form of verbal and/or physical aggression towards any individual, or to the property itself.
• No pets
• No smoking
• No alcohol or drugs are allowed on the premises (this includes being under the influence of either).

How long can we stay?
Families are welcome to stay with us for as long as their child is a patient at the hospital. This is subject to their compliance with the House rules.

Can my child’s siblings stay with us in the House?
Yes, however due to the size of the bedrooms and Health & Safety/Fire Safety considerations for this building, a max of 4 persons may stay in one room at any given time (1 adult and 3 children or 2 adults and 2 children).

Are there childcare facilities?
No, children under the age of 18 must be accompanied and under the direct supervision of a registered responsible adult at all times.

What happens to our room if we need to go home for a period but will return?
You may go home for 2 days within a 7 day period, without us needing to consider reallocating your room. We understand that you will need to go home from time to time, especially if you have been with us a while. For Health & Safety purposes you must keep staff informed of your intentions.

Do we have to clean our room ourselves?
Yes, families are responsible for keeping their bedroom, bathroom and any communal areas they use clean and tidy.

Are any meals provided in the House?
We currently do not provide meals. The kitchen facilities are available for use 23 hours a day (closed between 11am-12noon for deep cleaning).

Can we use the garden at the House?
Absolutely! The garden is available for use 7 days a week. There is no smoking in this area and children must be supervised at all times.

Can we park our car at the House?
The House does have limited free parking facilities (including 1 accessible car parking space), working on a first come, first served basis. Due to the shortage of spaces, we have restricted it to 1 car park space per family. Please note it cannot be guaranteed a space will be available at any given time. Please advise anyone visiting you that they will need to park in the visitor’s car park area of the hospital.

How far away is the entrance to the Wards at the Royal Hospital for Children, Glasgow?
The House is on the hospital campus and under a 10 minute walk from the Royal Hospital for Children, Glasgow.

Is there access to the House 24/7?
Yes, if you are a registered resident you will have your own set of keys (1 set of keys is issued per family) and are welcome to come and go to suit your own timetable.
Reception is open and staffed from 7am until 9pm Monday to Friday and 9am to 6pm Saturday and Sunday.
Outwith these times, Reception is staffed by security.

Can our friends and family visit us during our stay?
Yes, we welcome a limited number of visitors per family at any one time. Please ensure that they sign-in and –out of the building using visitors’ book, receive their visitors’ badge and leave the House by 9pm.
Due to security reasons, visitors will not be permitted to wait in the House if the registered family they intend to visit are not present.

Who do we speak to if we have any problems during our stay?
We have a dedicated team of staff who are here seven days per week. Our reception is open Monday – Friday between 7am – 9pm and during the weekends 9am – 6pm. We are here to help you and if we are unable to answer any questions you have, we will always try to point you in the right direction to get the information you’re looking for. When we are not available our friendly security team are always happy to help too.

How many people can stay in a room in the House?
Only the primary carer(s) of the child, and the carer(s)’ immediate family may occupy a room. Our rooms sleep a maximum of four people (2 adults and 2 children or 1 adult and 3 children). Due to the demand for accommodation with us, we are unable to offer more than one room per family.

If we don’t have a room allocated in the House and our child is an inpatient can we still use the facilities?
We do not have a day centre, so unfortunately the facilities in the House are only available for registered families.

Can you tell me what facilities there are for disabled family members staying in the House?
Helping families who are staying with us is always our highest priority. Please advise the Ward Clerk who is dealing with your accommodation referral of your requirements so we can confirm with them whether what we have in place is suitable for your needs. If you have forgotten to advise the Ward Clerk you must make the member of staff conducting your check-in appointment aware of your requirements. If we are unable to safely accommodate you then we will unfortunately have to withdraw the offer of accommodation.
For individuals with mobility requirements we have bedrooms which have specially equipped wet room bathrooms – these rooms will offer some very helpful adaptations but the rooms are not equipped to be universally accessible, which for instance means that there is no overhead hoisting available, or electric rise and fall beds.
Some of the beds in our accessible rooms are of the type that may be compatible with a mobile hoist but each person’s requirements for hoisting are different, and there is limited “transfer” room. You therefore should initially assume that hoisting will not be available, but there may be options so we will discuss your needs with you.
Access around the House for wheelchair users for instance is generally good, with flat access in most places. There is an accessible WC in the ground floor communal area with rails and grab handles but only front or one side transfer space.

We are not UK residents, can we stay in the House?
Yes, if your child is being treated in an NHS hospital in the West of Scotland you can be referred to stay in the House.

Can we stay with you more than once?
Yes, we often accommodate repeat families.

What happens when the time comes for us to leave the House?
Once your child is discharged from hospital, we ask that you leave your room in the same condition you found it. You can familiarise yourself with the check-out procedure during your stay as it is displayed on the back of your bedroom door.
Please inform us as early as possible on the day you are leaving (preferably no later than noon) so we have time to prepare the room for the next family.

Can we talk to someone about supporting the House by fundraising for you?
Yes, we would welcome your support and we have a dedicated Fundraising Team who would love to hear from you, please email fundraising@ronaldmcdonaldhouse.co.uk to start your fundraising journey.

Are you an independent charity?
Yes, Ronald McDonald House Glasgow is an independent charity registered in Scotland (SC023199). We are a separate charity to Ronald McDonald House Charities (RMHC) UK.

What is your relationship with Ronald McDonald House Charities (RMHC) UK?
In 1996 the Glasgow House was one of the first Ronald McDonald Houses to be built in the UK. At this time the Houses were built as independent Houses meaning they were not part of the Ronald McDonald House Charity (RMHC) organisation, but we operate under licence to them (therefore we are recognised as a global brand and have the use of the name).

What is your relationship with McDonald’s Restaurants?
McDonald’s Restaurants employees regularly support the House via employee fundraising. We also have McDonald’s Restaurant representatives on our board of trustees. However, we receive no direct funding from McDonald’s Restaurants, as a company, nor by the McDonald’s collection tins and 5p bag charges in stores (as is commonly misunderstood).

What is your relationship with the Royal Hospital for Children, Glasgow and other West of Scotland hospitals? Do you receive any funding from them?
Ronald McDonald House Glasgow sits in the grounds of the new Queen Elizabeth University Hospital and the Royal Hospital for Children, Glasgow campus. We do not receive any funding from the NHS although the ground the House sits on was gifted to the charity on a long lease.

Can we purchase any Ronald McDonald House Glasgow merchandise from you?
Yes, we have t-shirts, hoodies, tote bags, pens and wrist bands for sale at our Reception desk, or you can call us on 0141 201 1900.

Can we use your logo and other promotional material if we are fundraising for the House?
Yes, we are happy for you to use our logo, however we ask you contact our Fundraising Team to discuss your plans of use and to obtain permission. We can also discuss the use of other promotional materials with you. Please contact the Fundraising Team on 0141 201 1900 or email fundraising@ronaldmcdonaldhouse.co.uk

We want to make a direct donation to the House during our stay, how can we do this?
You can visit our Reception desk during your stay and the staff will be delighted to accept your donation and issue a receipt. If you wanted to make a donation during your stay but didn’t have time and have now left the House, please get in touch with the Fundraising Team 0141 201 1900 or email us at fundraising@ronaldmcdonaldhouse.co.uk
There is our donation page on the website too:
www.ronaldmcdonaldhouse.co.uk/donate

Can we give you our email or other contact details to receive news updates about the House?
We would love to keep you updated with everything going on at the House. Please join our Mailing List by scrolling to the bottom of the home page (www.ronaldmcdonaldhouse.co.uk) on our website and input your email address into the space provided to receive our Newsletter.
We do not produce a paper version of our newsletter.

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