Staff Handbook

Staff Handbook

Your one-stop shop for smoothing the way when it comes to everything you need to know to make your life easier with all things admin. Resolve those pesky issues either by phone, or by using either our own or Imperial’s intranets.

Sign-post pointing in six directions - what, who, how, where, when, why?

Something missing or out of date? Please email



Below are the official site addresses for Imperial hospitals where CRN NWL has offices, along with switchboard numbers.

Whichever address you use, make sure you include:
Clinical Research Network North West London (or CRN NWL) OR your department, plus any room details, floor and building.

  • Charing Cross Hospital, Fulham Palace Road, London W6 8RF
    • Switchboard: 020 3311 1234
  • Hammersmith Hospital, Du Cane Road, London W12 0HS
    • Switchboard: 020 3313 1000
  • St Mary’s Hospital, Praed Street, London W2 1NY
    • Switchboard: 020 3312 6666

Calling in from outside? Dial 020 331 plus the 5-figure extension number.

Please check with your line manager whether or not there is a slightly different address and phone number for your department.

Annual leave and time-off-in-lieu (TOIL)

Your line manager will confirm your annual leave entitlement and take you through the process of using e-rostering (Imperial’s online system).

The procedure is that all annual leave or time-off-in-lieu should be discussed with your line manager, face-to-face or by email, then requested via e-rostering. Your line manager will approve the time on e-rostering and you will receive an email confirmation of the dates booked in your account.

The Trust’s e-rostering includes Bank Holidays in your total tally of leave in a given financial year (1st April-31st March). You can view your leave booked to date on e-rostering, and see how much time you have left. CRN NWL also uses it to manage leave entitlement and the recording of sickness leave. (As we are office-based, CRN NWL does not use the roster function on this system.)

Review related SOPs

The link for book annual leave , visit e-rostering on the Trust’s intranet and click on the link called Employee Online and Medics Online (there is a separate link for line managers in the same place).

Branding/our identity

There are guidelines you must follow when creating digital and printed materials – what logos, fonts, colours and types of images you must use to maintain a strong profile for CRN NWL. To refresh your memory, click here.


In line with Trust policy, CRN NWL uses DHL for all courier work. Visit the Transport page on the Trust intranet and look for Courier Bookings for contact details.


Your emails

You should have both a CRN NWL email address on Google – – and an NHS mail email address –

For your Google email, make sure that you fully complete your profile on the CRN Google Directory so that the correct details can be pulled in to your email signature. Amendments to email signatures should be done in your Directory profile.

It’s helpful to use your address when dealing with Trust departments.

CRN NWL Team Emails

Generic mailbox:

Communications Team:
Primary Care Team:
Strategic Workforce Resource Requests:

Study Support Service INTERNAL: for all studies

Study Support Service EXTERNAL – 2 email addresses

Business Intelligence team:

Emergency contacts

Your line manager will have run through these during your CRN NWL induction, and you should make sure you know them. Here’s a reminder:

St Mary’s Hospital and Western Eye Hospital – a single number for everything
Emergency/Security/Fire: x2222
Always state the location and nature of the emergency

Hammersmith, Charing Cross and Queen Charlotte & Chelsea hospitals – 2 numbers
Security/Fire: x3333
Emergency team: x2222
Always state the location and nature of the emergency


All expenses should be agreed with your line manager in advance.

Expenses should be claimed via Imperial’s intranet. You will need to set up an account on Easy Expenses. There is a section on this page where you can apply for an account, along with full information on claiming expenses (recommended reading before setting up your account!). The page also includes user guidelines and videos for setting up and using the platform.

First Aid

Each department has a first aid box. Please ask your line manager to show you where it is and where to find the name of your first aider.

If you are interested in being a First Aider for CRN NWL, please contact our Health and Safety Lead

Hot desks for CRN NWL staff

Hammersmith – 3rd Floor, South Administration Building

– James Lind Room (formerly Research Facilitators’ office) – 10 hot desks

– Alexander Fleming Room (formerly Comms & BI office) – 3 hot desks

Charing Cross, 2nd Floor, East Wing

– Meeting Room – 4 hot desks (NB note re availability in the booking sheet).

St Mary’s

November 2022: the availability of hot desks at St Mary’s is under review.


Without booking there is no guarantee you will have access to a hot desk.

There are a few rules for using hot desks. Please:

  • only book for confirmed days in the office
  • ensure that you leave the desk tidy so that it is ready for the next user! (No food or food wrapping, used crockery, papers etc that you no longer require.)
  • don’t plan to use the desks allocated to certain individuals without prior agreement from the individual concerned

To book:
Workspace booking sheet for Hammersmith and Charing Cross
Workspace booking sheet for St Mary’s

Both booking sheets include links to the other booking sheet to facilitate checking availability on any given day.

Imperial Policies

If you need a reminder of our host organisation’s policies, please see below for some of the most frequently used links.

Bullying and Harassment policy November 2022: link to be updated
Disciplinary policy
Grievance policy November 2022: link to be updated
Stress at work policy
Whistleblowing policy

Other Imperial policies

IT Support


For getting help with the various functions of Gmail and cheat sheets, visit the guide to Google Workspace.

For helpdesk support, click on the ‘Support’ logo on the NIHR hub to raise a ticket.

For training and general advice:

All other IT issues

Contact the Trust’s ICT Service Desk via phone or online:
– either call on x15555 + option 2
– or visit the ICT Service Desk on the Trust’s intranet to raise a ticket

NB When contacting the ICT Service Desk, you need your device asset number (NHS label with bar code) and your space ID.

Lone working on-site

You manager will have covered this during your induction, but please re-visit the SOP for On-site lone working.

Maintenance, cleaning, porters and waste


Looking after the buildings, fixtures and fittings we use is the responsibility of all staff. So, if you notice a leaky tap, a door that doesn’t close properly or anything else that is driving you mad, please report it to the Estates and Facilities team. This link takes you to the Trust’s intranet, where you can click on the helpdesk link and complete a form. You will be asked for a space ID on the form.

Please make a note of the reference number you are given for the job and follow up with Estates to ensure the job is completed.

Make sure that you update our Estates Tracker, our central record of Estates jobs we order. It can be found at S:\NIHR – Clinical Research Network\Estates Tracker.


Call the Estates and Facilities helpdesk on x35588 if you need something moved.

Cleaning and general waste

Bins are emptied regularly when hospital staff come to your department to clean. Please ensure you separate your waste so that whatever can be recycled is put in the relevant bin. Other bins are provided for domestic waste and desk waste and you should ensure food items are put in the domestic waste bins only.

For more information on waste streams: Trust waste policy

Confidential waste

Ask your manager or a colleague where this is kept in your work area. Bags or bins for confidential waste are provided and removed regularly. Sometimes it is necessary to prompt when the waste needs to be removed, especially if the waste containers are kept in a space with a coded lock. Ring the Estates and Facilities helpdesk on x35588.


If you need a map of one of Imperial’s hospital sites, click on the relevant link below to download a pdf.

Charing Cross Hospital
Hammersmith Hospital
Queen Charlotte’s and Chelsea Hospital
St Mary’s Hospital
Western Eye Hospital

Meeting Rooms, hospitality/catering

INTERNAL meeting spaces

If you need to book an internal room have a look at our Meeting Room Info. This spreadsheet lists rooms we can use across Imperial hospital and college sites. It provides details of room capacity, layout, A/V equipment along with contact details for booking rooms and hospitality/catering. (In some instances, the contact for room booking and catering is the same.) CRN NWL’s own meeting rooms are included and there is no room hire charge for most of the rooms. Imperial also has access to two meeting rooms at Chelsea & Westminster, again with no room hire charge.

The spreadsheet also includes information about W12 Conferences, a Trust-owned conference centre at Hammersmith Hospital. CRN NWL staff members can book space at the reduced Trust rate (room hire only) and ‘W12’ has its own catering service.

EXTERNAL meeting rooms – Trust policy!

The Trust is very strict about using Agiito to book external space for any events, including meetings and training. If you can’t find a suitable internal room, you must check whether or not W12 Conferences can accommodate your event and book there. If W12 can’t help, they will give you a reference number to pass on to Agiito.

Catering and Hospitality at Imperial

PLEASE READ the above information about INTERNAL meeting rooms first if you are not already familiar with it.

Catering and hospitality for meetings and events at Imperial is provided by the following teams, depending on whether or not you have booked a Trust or a College Room. Contact details for these teams are in Meeting Rooms Info.

Trust rooms
ICHT Hospitality Team (different emails and phone numbers for each site).
Update November 2022: Catering/hospitality is not available at St Mary’s.

College rooms
Medical Rooms and Catering team
Update November 2022: Catering/hospitality is not available at St Mary’s.

MS Teams

CRN NWL uses Google hangouts or Zoom for video conferencing.

However, MS Teams is the Trust’s go-to software for virtual communications. You will therefore need to learn how to participate in meetings on the platform, possibly set them up/run them. The Trust’s intranet has a page which gives an overview of MS Teams and provides links to training resources: Microsoft Teams Support.

MS Teams should load automatically when you log on. If it doesn’t, contact Imperial’s IT service desk.


  • Core Team Connect is the monthly newsletter for CRN NWL core team members. You will be signed up when you join.
  • CRN Connect is the weekly staff update from the CRN Coordinating Centre. You will need to subscribe here.
  • Research Matters is our monthly, public-facing newsletter which is also sent to CRN NWL staff. You will be signed up to the mailing list when you join.
  • You will also receive regular newsletters and updates from the Trust in your NHS email. Any emergency updates will also be sent to this address. Please be sure to check your NHS email regularly.

Office calendar

You will need access to CRN NWL’s office calendar if you wish to book the main CRN Meeting Room on the 1st floor at Hammersmith Hospital and/or book the use of our conference call numbers.
To be given access, contact and include the name of your line manager and your team.


To see how our team is structured and who your team mates are, click here. For future reference, the organogram can be found on this intranet at About Us/Who’s who at the CRN.


CRN NWL works on clinical research with eight NHS Trusts across North West London and the Integrated Care System for the region.

List of our research partners

Phones and contact numbers

Imperial’s telephones are operated by Thamesnet, which manages all of the trust’s phone systems, including mobile phones. Contact Thamesnet for any issues related to your phones on x15555 plus option 1.

CRN NWL internal telephone list
This list contains desk extension numbers for core team members, along with managers’ work mobiles. The relevant Space IDs and instructions for using basic features such as voicemail are also included. Go to S:NIHR – Clinical Research Network>General Admin>Contact Lists.

Desk phones – some basic instructions for using them
To make an external call, dial 9 before the number you are calling
To transfer a call – ‘RECALL’ + Extn
To pick up call from another line – **3
To divert calls to another phone – #9 + Extn
To remove diverts – ##9
To divert calls to voicemail – #917373
To retrieve voicemail messages: 7373 + * + Extn + pin no. 1234 (the same cross all Trust desk phones)

Conference calls booking Procedure
Please indicate what you are booking and for how long in the Office Calendar, using the short names below i.e. specify which dial-in you are booking and which phone. Always include CRN contact details (whoever is booking or running the meeting) and the name of the meeting.

Conference call short names
Dial-in 1
Dial-in 2 (the RF team has priority for the use of Dial-in 2)
HH phone
SMH phone

If you are also booking the CRN Meeting Room (1st Floor at Hammersmith), please make this a separate entry in the Office Calendar so that both room and phone bookings are clearly visible.

Conference Call Dial-in numbers

Conference Call Dial-in 1
External: 020 331 14567
Internal: 14567
Pin no: 005239

Conference Call Dial-in 2 (the RF team has priority for the use of Dial-in 2)
External: 020 331 14567
Internal: 14567
Pin no: 669554

Mobile phones
If your role requires a work mobile, your line manager will arrange this for you. Visit the Thamesnet page on the Trust’s intranet for the Mobile Devices Policy and useful Thamesnet videos e.g. how to add or Eduroam to your mobile phone.

Hospital switchboard numbers

Out of hours telephone procedure for clinical staff
See the SOP


Post is delivered and collected from each department by the Trust’s postroom teams; your line manager or a colleague will show you where your department’s postbox is.

For outgoing post from the Hammersmith office, including post that has been wrongly delivered, put the code ‘212’ in the top left-hand corner of the envelope.

For information and locations of hospital post rooms, click here.


Vision is the Trust’s managed print partner and maintains all the large Hewlett Packard printers. Vision is managed by ICT and all CRN NWL printers are linked to the IT network.

You need to set yourself up on your local printer, using your Windows user name. Instructions for using the printer/scanner should be located somewhere visible near the machine.

Following set-up, you can use your NHS swipe card to log in locally, but may have to enter your login details when using a printer/scanner in another office.

It is the responsibility of all staff to top up printer paper when necessary and to report faults.

Printer paper is stored in the stationery cupboards at HH and at the main office at SMH. Please ensure that you inform your local Requisitioner when you see that stocks of paper are running low.

To report a fault, call Vision on x28440 and raise a ticket. You will be required to give Vision the printer’s serial number, which should be on a label on the front of the machine.


Specific members of staff are trained to use the Trust’s e-procurement system (Requisitioners). These are the only people who can purchase goods for CRN NWL.

All orders raised by the Requisitioners have to be approved on the e-procurement system by your manager before they are converted into purchase orders.

All deliveries are sent to Stores either at Hammersmith Hospital or Charing Cross Hospital (the latter receives and forwards deliveries for St Mary’s). The Trust’s stores are run by a company called Eleanor.

Standard items ordered through the NHS supply chain tend to take between 3-5 working days to arrive. Other items ordered from an external supplier often take 2-3 weeks to arrive, but it can take longer, depending on the item/availability/transit time.

You will need your line manager’s approval for anything outside the norm (e.g. items of furniture) and a supplier must be registered with the Trust before purchase can be made. Your local Requisitioner can advise you on how to set up a supplier with the Trust.

For info:
– The Trust has a policy of discretionary spend in place. However, as a hosted organisation, CRN NWL is exempt from most points of the policy.


Sick Leave

To view the SOPs, click here.

NB A member of staff who is prevented from reporting for duty because of illness must phone their line manager as soon as possible, and no later than 10:00hrs on the first day of sickness. If your line manager is not available, call their line manager and escalate further up if the second contact is not available.

Texts and emails are not accepted, there must be a conversation.

Space IDs

Each space at the Trust has an ID number. You can find them on the doors or walls of rooms, and in corridors and stairwells, usually just above head height.

It is worth familiarising yourself with those for your work area as you will be asked for them when you contact services such as Estates & Facilities and the IT service desk.


Each of the offices has a central store of stationery, which is kept stocked by the relevant Requisitioner. Familiarise yourself with the location on your site and where the keys are kept. If you require a particular item of stationery that is not part of standard stock, please ask your Requisitioner to help you.


As a Trust rule, employees are not allowed to claim for taxi fares. However, there are occasions when it is allowed, strictly at the discretion of your line manager – and approved in advance! Visit the Transport page on the Trust intranet and look for Staff Taxi Bookings to find out how to book with DHL.


The Hopper

CRN NWL staff can use the Trust’s hopper bus service. There are three routes which ensure you can move easily between the three main sites.

Make sure you have your NHS ID card with you when using the hopper.

Hopper timetable

Business Travel

All staff business travel that needs to be booked in advance (e.g. long-distance rail journies) must go through Agiito. Only senior managers have access to Agiito’s online booking service and book travel for their staff.

It is your responsibility to advise the manager of the dates, approximate times and modes of transport you wish to book, and where you wish to collect tickets from.

Find out who you need to approach for this – your line manager will be able to help. Please also see the policy for using taxis.


CRN NWL Values

We are all expected to uphold these during our working day. The Values are a great way of making sure that we are all clear about what is important to us as staff within this Network, and how we should all behave towards patients, visitors and each other.


We value our colleagues and partners, and actively appreciate each other’s contribution.

– Listening to each other.
– Honest, open discussion and no blame culture.
– Being mindful of other people’s priorities and pressures.


We challenge ourselves and others to improve the clinical research system, for the benefit of patients.

– Being open and responsive to change and growth.
– Embracing new technologies.
– Having an aspirational mindset of constant challenge and improvement.


We recognise that the best way to achieve results is through collaboration and inclusion.

– Cross team / directorate / Network working towards a common goal.
– Developing and nurturing relationships across stakeholders and organisations.
– Open and transparent communication channels.


We make decisions and demonstrate behaviours that are ethical.

– Transparency in all dealings and processes.
– Protecting the information we gather and using it in a responsible manner.
– Being true to the values of the organisation and your professional self.

Useful acronym to help you remember these: RICE

Further detail on CRN NWL’s can be found here: Values, mission, vision and strategy.

Imperial Trust Values

CRN NWL’s staff are also expected to adhere to the Trust’s values. There is some overlap, but you will be expected to know and understand these values as well as those of CRN NWL. These will probably have been covered at your Trust induction, below is a summary.


We are considerate and thoughtful, so everyone feels included and respected.


We actively seek others’ views and ideas so we achieve more together.


We draw on diverse skills, knowledge and experience so we provide the best possible care.


We are receptive and responsive to new thinking, so we never stop learning, discovering and improving.

The values are shown above in the order the Trust uses; a useful acronym to help you to remember them is CAKE.

Working from home (WFH)

See the SOP.


You need the Zoom desktop app on your Trust device(s) to set up meetings and participate. If you don’t have it, contact Imperial’s IT service desk with a request for it to be added.

Visit the Zoom resource centre for user-friendly guides, articles and video tutorials.