Agenda and supporting papers - Plymouth Hospitals NHS Trust

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Item 8 PALS enquiries are broken down in the 5 themes / subjects as detailed below. • Information, Communication and Choice - 277 Communication issues 86 Information provision 40 Staff attitude 21 • Access and Waiting - 168 Outpatient delays 55 Inpatient delays / 18ww 47 9
Item 8 REI signage PALS were contacted by the husband of a patient who is severely visually impaired and who recently attended the REI at Derriford for the first occasion. Following the appointment, the patient’s husband e-mailed PALS to express concerns regarding the poor signage to the REI from the car parks at the rear of the hospital site. He suggested a review of the current signage from the rear of the hospital and the route through the building from Level 6 to Level 3 and also came up with a number of innovative ideas for the Trust’s consideration. In discussion with the patient and her husband and the Head of Site and Environmental Services, arrangements are being made to carry out a walk around the site with a view to determining what can be done to provide a safer/more patient friendly environment. There are plans to include patient representatives, a member of the RNIB and other interested parties. Update Further to the concerns expressed by a patient with severe visual impairment and her husband late in April, a site walk around was conducted at the end of May. The patient attended with her husband and her Guide Dog. Also present were the Trust Leads for Environment and Sustainability and Hotel Services and representatives from the Royal National Institute for the Blind South Devon and Cornwall Institute for the Blind and a member of the PALS team. The site visit incorporated a review of the bus stop area near the main entrance of the hospital, the new blue badge parking site that will commence work later this month (adjacent to the Chest Clinic) and signage to and from both areas. Signage within the main building as well as at the REI main base on level 3 was reviewed and reviewed the safety and quality of signage to the pedestrian crossings near the main entrance and on level 3. A number of required improvements were noted and although the works are on-going the patient representatives felt the visit was informative and were reassured that the Trust is listening and acting on what our patients are saying to us. It was a very positive afternoon which has forged good links with the visually impaired community. Breaking Bad News There has been a gradual increase in the number of reports and concerns raised by relatives and carers in relation to the approach used when breaking bad news notably the environment in which these conversations take place. In a number of cases these conversations were held in corridors or on an open ward. Families feel they have not been given the time and space to absorb sad news. Whilst we appreciate space is at a premium there is a significant impact on family members many of whom are left with unresolved questions and a sense that the Trust does not care or respect their feelings. Awareness training will be reviewed to ensure it considers the environment when breaking bad news. Information relating to similar cases will be considered by ward area to identify any areas where the lack of privacy is a particular issue. 5.2 Complaints The chart below details the number of complaints received between May 2012 and May 2013. 10
Page 1 and 2: Trust Board Friday 5 July 2013, 9.0
Page 3 and 4: Members of Plymouth Hospitals NHS T
Page 5 and 6: Item 3 observer. The Chairman requi
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Page 11 and 12: Item 3 been involved and there was
Page 13 and 14: Item 3 continuing to build. Mr Babe
Page 15 and 16: Item 3 to Norovirus, Professor Lewi
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Page 21 and 22: Updated: prior to July Board Item 4
Page 23 and 24: Updated: prior to July Board Item 4
Page 25 and 26: Item 8 Quality Impact Assessment Pa
Page 27 and 28: Item 8 3.2 Quarterly Summary Hospit
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Page 39 and 40: Item 8 5.5 Friends and Family Test
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Page 45 and 46: Item 8a SUMMARY REPORT Trust Board
Page 47 and 48: Annex 2 Item 8a Summary of Serious
Page 49 and 50: Item 9 Key Recommendations The Trus
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Page 53 and 54: Item 9 Description 31 days from 'de
Page 55 and 56: Item 9 4.6 Non Elective Activity is
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Page 63 and 64: Item 9 Update on previous actions C
Page 65 and 66: Contents EXECUTIVE SUMMARY D FINANC
Page 67 and 68: B1 Safe care Description Hospital S
Page 69 and 70: Response Rate Recommender Score B3
Page 71 and 72: B5 Other safety & quality metrics D
Page 73 and 74: C2 Non-Elective Activity Descriptio
Page 75 and 76: C4 Referral To Treatment (RTT) Desc
Page 77 and 78: C6 Other access & activity metrics
Page 79 and 80: D2 Cost improvement programme (CIP)
Page 81 and 82: D4 Cash Management Description Revi
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E1 Staffing numbers Description Est
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E3 Sickness absence PERFORMANCE IND
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Risk Rating F2 Monitor's Financial
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Item 10 DETAILED REPORT Trust Board
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Item 10 4. Key Issues for the Board
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Item 11 SUMMARY REPORT Trust Board
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Item 11 DETAILED REPORT Trust Board
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Item 11 • Challenge in respect of
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Item 11 Over the past two years, me
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Item 11 Getting it Right Charter An
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Item 11 Outcome of review with exte
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Item 11 Learning Disabilities Natio
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Item 11 Peer Review 2.5 Peer Review
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Item 12 Next Steps 1. Conversation
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Item 12 2. Board Inclusion Developm
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Item 12 EDS Grades and E & D Object
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Item 12 Plymouth Hospitals Trust -
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Item 12 3.6 The workforce is suppor
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Item 13 Key Recommendations The Tru
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Item 13 Telephone conversations.
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Item 13 19. The Medical Director ha
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Item 15 incident investigations to
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Item 15, Annex 1 3. Review of Actio
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Item 15, Annex 1 • Top three issu
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Item 15, Annex 1 The Chair asked SS
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Item 16 COMMITTEE MINUTES Finance,
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Item 16 pay and staffing, highlight
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Item 16 • PACS contract - likely
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Item 17 Terms and Conditions of Emp
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Item 17, Annex 1 29/2013 Minutes an
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Item 17, Annex 1 31/2013 Francis Re
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Item 18 Next Steps The Audit Commit
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Item 18, Annex 1 Matters arising 4/
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Item 18, Annex 1 time to embed and
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Item 18, Annex 1 Payroll & Expenses
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Item 18, Annex 1 The Committee note
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Item 18, Annex 1 Going Concern Revi
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Item 18, Annex 1 if Internal Audit
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Agenda and supporting papers - Plymouth Hospitals NHS Trust

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