Issue 11 April 2013.pdf - Croydon Health Services NHS Trust
Issue 11 April 2013.pdf - Croydon Health Services NHS Trust
Issue 11 April 2013.pdf - Croydon Health Services NHS Trust
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news<br />
For staff, visitors and patients of <strong>Croydon</strong> <strong>Health</strong> <strong>Services</strong> <strong>NHS</strong> <strong>Trust</strong><br />
<strong>Issue</strong> <strong>11</strong> <strong>April</strong> 2013<br />
Adult inpatient survey<br />
Our results<br />
Page 2<br />
Listening into Action<br />
Quick wins<br />
Page 3<br />
Chair Zumba<br />
....fitness with a difference<br />
Page 4<br />
Maternity Makeover<br />
£300,000 refurbishment<br />
The £300,000<br />
refurbishment of the<br />
Maternity Unit at<br />
<strong>Croydon</strong> University<br />
Hospital is almost<br />
complete.<br />
Focusing on providing a<br />
more comfortable and<br />
welcoming environment<br />
for women and their<br />
partners, the work<br />
includes:<br />
An additional birthing<br />
pool to be situated on<br />
the labour ward.<br />
“They have done a<br />
brilliant job on the<br />
refurbishment. The<br />
toilets and showers are<br />
very nice.” Nagasandhya<br />
Vadlamudi, new mother<br />
on Mary Ward.<br />
Improved facilities<br />
for partners in both<br />
Mary Ward (post-natal)<br />
and Hope Ward<br />
(antenatal).<br />
Improvements to<br />
theatres used for<br />
caesareans.<br />
Developing a “first<br />
stage of labour” room<br />
where mothers in the<br />
early stages can stay<br />
mobile and supported.<br />
More equipment for<br />
women to use in labour<br />
such as reclining chairs,<br />
birthing balls, mats.<br />
Cordless phone for<br />
access to language line<br />
for mothers in labour.<br />
“It is great to have<br />
facilities for partners<br />
to use. The shower<br />
room is very nice.”<br />
Ryan Rozario, new<br />
father on Mary Ward<br />
Ann Morling, Director<br />
of Midwifery says, “The<br />
<strong>Trust</strong> has already spent<br />
£100 thousand<br />
refurbishing some of<br />
the unit but the<br />
additional £300<br />
thousand of<br />
government cash meant<br />
we could do much more<br />
than we originally<br />
planned. When the<br />
work is complete this<br />
summer it will provide<br />
much greater privacy<br />
and dignity for new<br />
mums, their babies and<br />
families.<br />
“Compared to when<br />
our first child was born<br />
here almost five years<br />
ago, there is much<br />
more of a homely<br />
atmosphere.” New<br />
parent on Mary Ward<br />
A very big “thank you”<br />
is due to the Maternity<br />
<strong>Services</strong> Liaison<br />
Committee, which made<br />
sure the views of local<br />
women were well<br />
represented when we<br />
put in the bid.”<br />
“The refurbished<br />
bathroom has<br />
definitely helped to<br />
make my stay more<br />
comfortable.” Neringa<br />
Lekacinskate, new<br />
mother on Hope Ward<br />
Staff celebrated at Crystal<br />
Palace Football Club last<br />
month as we had a special<br />
guest on hand to present<br />
the annual staff awards -<br />
<strong>Croydon</strong>-born superstar JB,<br />
from award-winning pop<br />
group JLS - before they<br />
announced their split!<br />
But the biggest stars on<br />
the night were our staff.<br />
Lifetime Achievement Award<br />
Dr Susanna Hart,<br />
Paediatrics<br />
Consultant<br />
The Barnabas Patient/<br />
Customer Care Award<br />
Mark<br />
Chapman,<br />
Catering<br />
Assistant<br />
Staff Awards<br />
Excellence in Leadership Award<br />
Karina Malhotra,<br />
General Manager,<br />
Patient<br />
Transaction<br />
Sally Quinn, Deputy<br />
Director of HR and<br />
Workforce Development,<br />
said: “The dedication that<br />
all our staff have to our<br />
patients and our<br />
organisation is remarkable,<br />
and it was genuinely<br />
humbling to hear the<br />
stories of the achievements<br />
of our award winners”.<br />
Team of the Year The ACE<br />
(Acute Care of the Elderly)<br />
project<br />
group<br />
Long service awards for 40<br />
years’ service at the <strong>Trust</strong><br />
were awarded to Anna Nallia<br />
and Peter Bird.<br />
Apprentice of the Year<br />
Kimoi<br />
Tate<br />
30 years’ service awards were awarded to Dawn Boyd,<br />
Bridgid Conroy, Nelly Coombes, Ophelia de Lima, Antonia<br />
Stevenson, Julia McNicholas, Gail Frampton, Angela<br />
Gentles, Ann Gocher, Paul Wright, June McCarron, Trudy<br />
Williams, Sylvia Wiseman, Linda Branson, Mary Collison,<br />
Mary Fosbrook and Tessa Fraser.<br />
Congratulations to all winners and thank you for<br />
everything that you have done and continue to do for<br />
our patients, their families and carers.
CHS news 2<br />
Adult inpatient survey<br />
On <strong>April</strong> 16 the Care Quality Commission (CQC)<br />
released the results for the national adult inpatients<br />
survey 2012 for <strong>NHS</strong> <strong>Trust</strong>s across the country.<br />
This survey provides a “snapshot” of around 400<br />
patients who gave their views of their stay in<br />
<strong>Croydon</strong> University Hospital last summer.<br />
The survey questionnaire is structured into 10<br />
sections which cover:<br />
• waiting<br />
• care and treatment<br />
• doctors<br />
• nurses<br />
• overall impression of experience.<br />
The results show for each question whether we are<br />
better, worse or the same as other <strong>Trust</strong>s.<br />
Of the 10 sections <strong>Croydon</strong> <strong>Health</strong> <strong>Services</strong> was<br />
rated “worse‟ on seven sections and “same‟ for<br />
three sections. There were no sections on which<br />
the <strong>Trust</strong> was rated “better‟ than other <strong>Trust</strong>s.<br />
Chief Executive John Goulston said: “The survey<br />
covers a number of issues; overall patients’ rating<br />
of our services, including if they felt they were<br />
treated with respect and dignity, was the same as<br />
other <strong>Trust</strong>s in the country.<br />
“This shows that, while many inpatients do have a<br />
good experience at our hospital, this is not as<br />
consistent as it should be and this is disappointing.<br />
“Since the survey was carried out we have been<br />
making significant changes, recruiting more staff<br />
and improving our Emergency Care pathways. We<br />
are increasing the presence of senior clinicians and<br />
decision makers seven days a week.<br />
Finally we are pioneering Listening into Action (LiA),<br />
a programme that puts staff and the patients they<br />
care for at the very centre of making changes to<br />
improve the experience of everyone who uses our<br />
services – both in hospital and in the community.<br />
“These actions are long term improvements which<br />
will take some time to have a full effect but we hope<br />
patients and visitors can already begin to see the<br />
changes for themselves.”<br />
Director of Nursing, Zoe Packman, added:<br />
“These results are obviously cause for concern,<br />
however as many of the changes were not fully in<br />
place by the time the survey was carried out last<br />
summer we weren’t expecting to see a big<br />
difference in this year’s results.<br />
“We are putting in place a range of improvements<br />
including ensuring we have the right staff in the<br />
right place at the right time with the right focus on<br />
caring.<br />
Listening to our staff is an important part of this,<br />
which is why the LiA programme is important to<br />
help us continue to improve the experience of all<br />
our patients.”<br />
CHief operating<br />
offiCer appointed<br />
Karen Breen<br />
has been<br />
appointed as<br />
the new<br />
Chief<br />
Operating<br />
Officer and<br />
will take up<br />
her duties at the end of<br />
<strong>April</strong>.<br />
The role is key in overseeing<br />
the day to day delivery of<br />
both community and<br />
hospital based services.<br />
Chief Executive John<br />
Goulston said: “Karen will<br />
be an asset to the<br />
organisation, and I am<br />
looking forward to working<br />
with her.”<br />
Ms Breen commented: “I’m<br />
really looking forward to<br />
working for a <strong>Trust</strong> that<br />
delivers both hospital and<br />
community services. My role<br />
is to support the provision of<br />
excellent care to <strong>Croydon</strong><br />
people when and where<br />
they need it.”<br />
Karen will also take the role<br />
of Deputy Chief Executive.<br />
Would you recommend us to Friends and Family?<br />
You now have the opportunity to provide feedback on the care and treatment you receive and to improve services by completing the <strong>NHS</strong><br />
Friends and Family test.<br />
The Friends and Family Test is an easy-to-understand, comparable question that will be asked of patients about the care and treatment<br />
they have received. It will be used to drive cultural change and continuous improvements in the quality of the care received by <strong>NHS</strong><br />
patients. You will be asked whether you would recommend hospital wards and A&E departments to your friends and family if they needed<br />
similar care or treatment. This means every patient in these wards and departments will be able to give feedback on the quality of the care<br />
they receive.<br />
The government wants <strong>NHS</strong> organisations to obtain regular and timely feedback from patients about their care. Using a simple question<br />
makes this process, quick, easy and relevant.<br />
You will be asked to answer the following question when you are discharged, or within the 48 hours of discharge:<br />
'How likely are you to recommend our ward/A&E department to friends and family if they needed similar care or treatment?'<br />
You will be invited to respond to the question by choosing one of six options, ranging from 'extremely likely' to 'extremely unlikely'.<br />
It is important that you are given the opportunity to explain why you have given your answer, so please answer any follow-up questions.<br />
You may be asked to answer the question before going home, or you may be invited to do so by returning a postcard, by phone or on a<br />
website.<br />
It is not mandatory to complete the questionnaire but if you do it will help us improve our services.<br />
If you feel that you should have been given the opportunity to respond but did not receive the question, please contact the Patient Advice<br />
and Liaison (PALS) team on 020 8401 3210.<br />
We will then gather the results and analyse them to see if any action is required.<br />
You can continue to use our website feedback form to complain, show concern or give compliments about our services/staff.<br />
For more information on the Friends and Family Test please visit <strong>NHS</strong> Choices website.
CHS news 3<br />
liStening into ACtion ‘QUiCk WinS’<br />
Steam cleaning of the<br />
yellow hospital link bridge<br />
and the blue canopy over<br />
the main entrance of<br />
London Road<br />
The 'Portering Matters'<br />
Early Adopter Team<br />
have decided that<br />
because the portering<br />
team receive so many<br />
requests from the front<br />
entrance it would be a<br />
good idea to trial<br />
stationing a Porter there<br />
during reception<br />
opening hours.<br />
The Radiology<br />
Videofluoroscopy chair, for<br />
patients with poor sitting<br />
balance was old and in<br />
need of replacement. The<br />
new chair can be laid flat to<br />
enable patients to be<br />
transferred lying down.<br />
Main London<br />
Road entrance<br />
refurbishment<br />
Coulsdon Ward<br />
refurbishment, preoperative<br />
patient area<br />
Why did the MCAtS teAM Apply to be<br />
eArly AdopterS of the liA WAy of<br />
Working?<br />
Beverley Jerome, Orthopaedic Practitioner, said “MCATS was<br />
formed four years ago after winning a bid to provide the<br />
service. Initially I was the only practitioner but there are now 5<br />
orthopaedic practitioners and 1 physiotherapy consultant,<br />
working both in the hospital and at bases in the community.<br />
MCATS is Musculoskeletal Clinical Assessment and Triage<br />
Service. The triage part of MCATS means that we are a<br />
single point of referral for all the routine musculoskeletal<br />
referrals from <strong>Croydon</strong> GPs. We are a two-part service, to<br />
triage all the referrals and then the second part is our clinic<br />
function. We assess people with joint, muscle and nerve<br />
problems who may have already gone through physiotherapy<br />
and need a specialist opinion. We organise any investigations<br />
needed and can list for surgery if needed, once discussed with<br />
our consultants.<br />
The idea is that it is one smooth pathway. What we are trying to<br />
prevent is patients being bounced backwards and forwards<br />
between services and to provide a smooth transition for<br />
management of their condition.<br />
As we have expanded the service, our systems and processes<br />
haven’t necessarily evolved with us and even though we think<br />
we provide a really good service some of the processes let us<br />
down. If we can use LIA to improve then that makes our service<br />
easier to use for GPs in <strong>Croydon</strong> and their patients.<br />
WhAt iS<br />
MCAtS?<br />
There are many skills that the Orthopaedic<br />
Practitioners are developing which we hope will<br />
move our service towards a ‘one stop shop’.<br />
Although we have a difficult title, MCATS will be a<br />
recognisable service and not have confusing strands to it. We<br />
can bring it all together.<br />
Our long-term hope for the future for MCATS is that it can<br />
continue to be a quality service that the <strong>Trust</strong> provides to the<br />
people of <strong>Croydon</strong>.
CHS news 4<br />
C h a i r<br />
Z u m b a<br />
.....fitness with a difference<br />
Zumba! The dance fitness craze<br />
has been popular since the 90s and brings<br />
huge health benefits to many – but what<br />
if you are not so steady on your feet and<br />
don’t feel like donning leggings and<br />
lycra?<br />
The<br />
answer<br />
is Chair<br />
Zumba!<br />
<strong>Croydon</strong> <strong>Health</strong> <strong>Services</strong> physiotherapist,<br />
Rebecca Hargreaves, works with the<br />
elderly care team on Wandle 2 ward and<br />
thought that some people could use a bit<br />
of a lift in their routine.<br />
“I wanted to provide the patients with<br />
more variety to their day, something to<br />
look forward to. The name ‘chair zumba’<br />
is fitting as the class involves chair-based<br />
exercises with the extra fun of games and<br />
lots of wiggling!”<br />
Set to classic songs from artists ranging<br />
from Glenn Miller to Little Richard, Chair<br />
Zumba improves patients’ range of<br />
movement, muscle strength and hand to<br />
eye coordination through gentle<br />
repetitive movement and games such as<br />
quoits.<br />
It isn’t just<br />
about the<br />
physical<br />
elements<br />
though;<br />
Rebecca<br />
adds “It<br />
provides<br />
patients<br />
with an<br />
hour of relaxed social interaction as well<br />
as beneficial exercise”.<br />
Foundation <strong>Trust</strong> Update<br />
At recent member’s events<br />
we have tried to change<br />
our tone and approach to<br />
the membership. We have<br />
recognised that you can be<br />
a valuable resource for the<br />
<strong>Trust</strong> both in terms of a<br />
role as a ‘critical friend’ to<br />
test and comment on the<br />
work that we do; and as a<br />
key part of the dialogue<br />
that should exist between<br />
a public service and those it<br />
provides for, in our case<br />
the people of <strong>Croydon</strong>.<br />
This latter role is taking on<br />
an increased profile and<br />
importance following the<br />
publication of the Francis<br />
report into the failings of<br />
care at Mid Staffordshire<br />
<strong>NHS</strong> Foundation <strong>Trust</strong>. It is<br />
clear that trusts must<br />
reflect on the patient and<br />
public voice as part of a<br />
critical self-assessment of<br />
the services we provide.<br />
In other parts of this<br />
newsletter we cover how<br />
we are using the adult inpatient<br />
survey (patient<br />
voice) and our Listening<br />
into Action programme<br />
(staff engagement) to help<br />
Dates for your diary<br />
Members Information evenings<br />
19 June: 7pm to 8.30pm<br />
Simulation Centre,<br />
Join us in the Simulation Centre 2nd floor Woodcroft wing<br />
Places are limited for this evening. Book early to avoid disappointment<br />
See where the doctors are trained. Learn new skills including basic life support<br />
10 October: 7pm to 8pm<br />
Biochemistry<br />
This meeting will be in the Postgraduate Medical Centre (PGMC)<br />
on the 1st floor Woodcroft wing<br />
To attend a Members evening please book by emailing<br />
ft@croydonhealth.nhs.uk or telephone 020 8401 3209<br />
<strong>Trust</strong> Board<br />
3 June: 10am to 12 noon<br />
with part of that service<br />
self-assessment. We want<br />
to use you, the Foundation<br />
<strong>Trust</strong> membership as part<br />
of that process.<br />
Much work has to be done<br />
but as a letter to our Chief<br />
Executive from a patient<br />
recently treated here<br />
indicated, ‘The care could<br />
not have been much<br />
better. Nothing was too<br />
much trouble for the<br />
nursing staff’, our<br />
aspiration must be for<br />
every patient to experience<br />
the same quality of care.<br />
(You do not need to book a place to attend a <strong>Trust</strong> Board meeting)<br />
Please note the new location for <strong>Trust</strong> Board Meetings: Austen Seminar Room,<br />
Shirley House, <strong>Croydon</strong> University Hospital,<br />
<strong>Croydon</strong>, CR7 7YE<br />
And what do the patients think? Kathleen<br />
Alice (102) says: “It’s good fun, and the<br />
nurses join in too. One of them is such a<br />
good mover, I call her Twinkletoes!”<br />
Got a story to tell?<br />
We are always looking for good news<br />
stories for our newsletters, website,<br />
intranet and the media. Send your ideas<br />
to the communications team, details are<br />
at the bottom of this page.<br />
If you would like this magazine in large print please<br />
call 020 8401 3209 or email ft@croydonhealth.nhs.uk<br />
www.croydonhealthservices.nhs.uk<br />
20<strong>11</strong> <strong>Croydon</strong> <strong>Health</strong> <strong>Services</strong> <strong>NHS</strong> <strong>Trust</strong><br />
Email: comms@croydonhealth.nhs.uk Tel: 020 8401 3627<br />
Produced by the communications department and an editorial staff board. Designed by the communications department.