page 21. - The Royal Wolverhampton Hospitals NHS Trust

Trust TalkSummer
2010
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The magazine of The Royal Wolverhampton Hospitals NHS Trust
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Contents
Chief Executive’s Welcome page 1
Welcome
David Loughton CBE, Chief Executive
Nurses Triumph in NHS Innovation 'Oscars' page 2
Praise for our Head & Neck Cancer Service page 4
Triple Excellent Rating for New Cross Hospital page 6
Tackling Violence Against Hospital Staff page 8
Rok On - For New kitchens page 11
Chatback brings 'Fantastic' response from Staff page 12
Get the low-down on the NHS Number page 14
Royal Awards page 16
It’s always a pleasure to read stories about New Cross staff who demonstrate their dedication and success.
The range of articles in this edition of Trust Talk demonstrate the diversity of the services we offer to our
patients and how our staff are always looking for ways to improve the experience for patients and of course
for our staff. It is good to see staff getting recognition at a regional and national level, not only is it excellent
for them on a personal level, it also gives greater confidence to those who use our services that our staff are
amongst the best in the country.
Going the extra mile…
I would like to take this opportunity to thank you all for the continuing commitment to delivering first class
services. This commitment was borne out by the number of nominations for this years Royal Awards which
included a new award - the “100 Club” award. As always, the Directors took great pleasure in presenting
awards to the individuals and teams that you nominated as the best.
Giving us your views –
Earlier this year the HR Department launched “Chatback” this
interactive survey method has helped us to get real time views
about what it is like to work at New Cross. You can read the
overall survey results in this edition.
Your line manager will be sharing the results for your directorate with you soon. Those people who took part
thought it was an excellent way to survey staff. As a result we will be using this method at regular intervals
throughout the year – if you didn’t get the chance to join in last time keep a look out for the next survey.
ChatBack
New clinics reduce length of stay page 19
Trust introduces i-Bleep page 21
Have you got any stories for the next edition of Trust
Talk? Then contact the Communications Department
on 01902 695950 or email
carole.regan@nhs.net
If you require this magazine in another format please
contact the Communications Team on:
01902 695950
David Loughton CBE
Chief Executive
1

Nurses Triumph in NHS
Innovation ‘Oscars’
Family Says ‘Thank You’
To New Cross Hospital
MidTECH, the West Midlands Innovation hub, is about to
launch its 2010 awards – and The Royal Wolverhampton
Hospitals NHS Trust will be hoping to repeat the success
it had in last years competition.
A team of nurses from New Cross Hospital carried off the
2009 MidTECH Award for Innovation in Acute Care at an
‘Oscars’ style ceremony.
The team – Kerry Holt, Rachael Trevitt, Jo Thomas and
Marie Ramsbottom – won the award for a paediatric
triage system they have devised to assess how quickly
young patients need to be seen for various different
conditions.
They were presented with their trophy – and a £4,000
cheque to spend on expanding their triage system – at
a ceremony held at the Botanical Gardens, Birmingham,
last November.
Pictured receiving their Award for Innovation in Acute Care at the MidTECH
awards.
Volunteers polish up their
Customer Care skills
Trust volunteers have been busy
completing their NVQ Level 2 qualifications
in Customer Care Skills.
The first to pass the NVQ – arranged
through Dudley College – was Terry Henry,
who volunteers in the Heart and Lung
Centre, drives our scooter and helps out
with the WRVS.
As part of their duties, the volunteers are
observed in action and assessed over nine
months.
Volunteers currently undertaking the
course are Volunteer Wayfinders Barrie
Rock and Andrew Clifton, Volunteer Meal
Time Helper Joyce Amor-Wilkes and
Volunteer Reception Helper in EAU Heike
Casaul-Cuya.
They have been able to access the course
through our Education and Training
Department and are again taking the
qualification through Dudley College. They
hope to pass later this year.
Nicholas Price, Consultant Opthalmologist, and Bhogal
Singh Bhogal, Optometrist, also from New Cross Hospital,
were finalists in the MidTECH 2009 awards for developing
a new device to help surgeons to make a highly accurate
cut of the membrane surrounding the lens of the eye.
MidTECH is part of a national network of NHS innovation
hubs, established by the Department of Health to
identify, protect and commercialise innovative ideas from
the NHS.
This years MidTECH awards are expected to be launched
in Mid June and entries will be via the web site
www.midtech.org.uk , with the closing date for entries on
14 September.
Once again the awards ceremony will be held at the
Botanical Gardens, on Thursday 25 November, and there
will be a prize fund to a total of £10,000.
So, if you have an innovative project you have been
working on this year, get ready to put in an entry!
Andrew Clifton said: “It is good that I can
do this course through my volunteering, as
it boosts my confidence and gives me skills
and a qualification which will be useful to
me when job hunting.”
The Trust is continuing to offer NVQ
training for volunteers and any who are
interested in taking part should contact
Eleanor Britton, Volunteer Services
Coordinator, in the Patient Information
Centre on extension 4111.
A Wolverhampton family struck by
tragedy has said a big ‘thank you’ to
New Cross Hospital by raising a total
of around £2,500 for the Deanesly
Centre.
Mrs Pat Clowes, now aged 60, says
the centre saved her life after she
was diagnosed with ovarian cancer
two and a half years ago.
“Staff were so good – I couldn’t have
had better treatment if I’d paid for it
privately,” she said.
“I am still undergoing treatment but
I wouldn’t be here now without their
skill and dedication.”
The family and their friends had
already raised around £1,000 to buy
equipment for the centre when,
sadly, Mrs Clowes’ 25-year-old son
Andrew died in a road accident last
year.
Donations in his memory helped
to raise a further £1,500, which Mrs
Clowes presented to the centre
in January. The money purchased
a blood pressure machine, which
bears a plaque with Andrew’s name.
Book stall keeps coining it in!
Irene Holden restocking the shelves after more generous donations.
At the presentation of the cheque are, left to right, Ann Jenkins, David Clowes, Teresa Pedley, Gill
Williams, Margaret Bayliss, Pat Clowes and Dawn Harrison
A left-over box of paperback books started off a fund-raiser
which has, over the last four years, brought in a grand total of
more than £3,327 for cancer funds.
That original box of books was put on a table in Deanesly
Centre reception, with a tin and a sign saying ‘20p each, money
raised to go to Deanesly Centre Trust Funds’.
Patients, relatives and New Cross staff not only snapped up
these bargains – but then started bringing in their own old books
from home and put them on the table too.
“As fast as we sold the books, they were replaced with even
more and we had to find a bigger table to put them all on, said
Irene Holden, Practice Manager Cancer Services.
“Very often, people pay their money (often more than 20p is
donated!) and when they have read the books, they bring them
back and buy more, hence re-cycling them too!”
All money has been paid into Deanesly Centre Trust Funds and
receipts are on display for all to see.
“The books have now been promoted to a lovely new bookcase
and the money is still rolling in. Not a bad little venture from a
box of scrap paperbacks!” said Irene.
2 3

Praise for our Head and
Neck Cancer Service
Dawn Dawson (standing) with Dr Croline Brammer entering audit data.
Cancer Services at New Cross have been
congratulated for the quality of their
data collection.
The praise comes from the DAHNO
(DAta for Head and Neck Oncology)
Audit Coordinator at the Information
Centre for Health and Social Care.
As a result, the project is to be included
as a case history in this year’s DAHNO
annual report to illustrate how the trust
has managed to improve data collection
and quality in just one year.
The DAHNO audit, commissioned
and supported by the Care Quality
Commission, is a national review of the
care received by patients with head and
neck cancer.
It identifies areas of good practice, as
well as gaps in provision of care, across
the nation with the aim of improving
patient care and outcomes.
The task
The treatment of head and neck cancer
is complex and requires integration of
the skills of many different health care
professionals for the best results.
The data published by DAHNO can
reassure Care Quality Commission that
treatment decisions at an individual unit
are made within the context
of a multidisciplinary team
according to the Improving
Outcomes Guidance.
Data collected can also
be used as an indicator of
clinical performance to guide
resource allocation.
“We felt that the Head and
Neck Team at New Cross was
a unit to be proud of and,
so that we could reflect this
fact on the national stage,
our contribution to the
national audit needed to be
as complete and accurate
as possible,” said Consultant
Oncologist Dr Caroline
Brammer.
How we did it
Caroline added: “To do this, we
cross-referenced clinician and
trust databases not only to identify
discrepancies, but also to understand why
discrepancies were occurring.
“We discovered that the data for patients
who started their cancer journey at
hospitals other than New Cross Hospital
was being lost in the Trust databases due to
classification errors.
“For the Black Country Head and Neck Multi
Disciplinary Team (MDT), this amounted to
two thirds of our activity.
“We also discovered the many bugs and
idiosyncrasies of the Trust database (the
Somerset Cancer Registry) on to which
we were entering our data, learning how
to operate it more efficiently as well
as informing the database creators of
its problems to help them with future
remodelling.”
For the 2008–2009 DAHNO audit most data
was retrospectively added to the Somerset
Cancer Registry once the patients eligible
for the audit had been identified.
This was time-consuming for all members
of the team so, for the 2009/2010 audit, we
aimed to collect data in advance to spread
the load and to further improve data quality.
The results
Live data entry at the MDT has been
introduced to facilitate accurate coding
of diagnosis and the team has been
restructured to help the coordinator identify
where the patient is on their treatment
journey.
The MDT meeting discussion lists are split
in to pre-diagnosis, post-diagnosis pretreatment,
post-treatment and recurrent
disease lists.
This also helps us to meet both the 31
and 62 day waiting time targets set by the
government and those clinical best practice
targets which have been shown to improve
survival in head and neck cancer (less than
42 days between surgery and postoperative
radiotherapy).
The new data collection and recording
system is also helping with many other
aspects of patients’ care.
For the future
To provide a better service to all patients
and to help us gain a more useful picture
of our performance, we plan to collect
information of functional outcomes, such as
quality of speech and ease of swallowing, as
well as the information on recurrence and
survival currently collected.
All patients will be seen in a
multidisciplinary clinic at defined times after
treatment which is dedicated to the formal
assessment of these functional outcomes
and also identification of any unmet patient
concerns and needs.
Caroline said: “Participation in the DAHNO
audit has been hard work for both clinical
and non clinical members of the team but
the act of data collection through the MDT
itself can improve patient care by ensuring
that management decisions are made by an
expert multidisciplinary team and ensure
that the outcomes of treatment are fully
measured and understood.
“By having the full perspective of
treatment outcomes we can target the
right treatments to the right patients more
effectively and efficiently to provide the
optimum result in terms of survival and
quality of life. Thank you to all members of
the team.”
Caroline can be contacted at the
Radiotherapy Offices:
Extension 8304.
The Head & Neck Cancer Services MDT team at New Cross who have been
congratulated for the quality of their data collection.
4 5

Triple Excellent Rating
for New Cross Hospital
New Cross Hospital has been awarded top marks for privacy
and dignity, food and patient environment in a recent round of
inspections.
A triple ‘excellent’ rating was given following the Trust’s recent Patient
Environment Action Team (PEAT) assessment.
The inspections, established in 2000, check NHS hospitals and units
in England with more than 10 beds and are overseen by the National
Patient Safety Agency.
The PEAT scores demonstrate how well individual healthcare
providers believe they are performing in three key patient areas
including food, infection control and patient environment - which
includes cleanliness, bathroom areas, décor, lighting, floors and
patient areas.
Each PEAT inspection is carried out by a group which consists of
patients, local people, NHS staff including nurses, matrons, doctors,
catering and domestic service managers, executive and non-executive
directors, dieticians and estates managers.
The teams look at standards within three main categories –
Lean-Thinking Leads to Award
The Trust celebrated success at the National
Lean Healthcare Academy awards – thanks to
innovative steps to improve the handling of
clinical correspondence.
The Performance and Service Improvement
Team, along with the Diabetes Team, won
the academy’s Innovation Award 2009,
recognising the introduction of a ‘digital
dictation’ pilot project at the Wolverhampton
Diabetes Centre. Digital Dictation is a method
of recording and editing the spoken word in
real-time for transcription, in a digital format.
The system replaces dictaphones with digital
handsets and speech microphones, linked
directly to computers. Dictated information
is uploaded onto the network thereby
removing the need for tapes. The system
allows onscreen identification of individual
letters, tracking of work and in depth activity
reporting.
The project has led to more efficient
turnaround times for dealing with clinical
correspondence.
Before introducing digital dictation the team
had missed the 72-hour target for turning
around correspondence on 26 occasions.
Collecting their award from left to right are Herbie Mann, Bimla Devi, Sarah Brettle,
Julie White, Nina White, Lisa Harrison, Cathy Mincher.
Environment, Food and Privacy and Dignity. Each site is then given a
rating - ‘Excellent’, ‘Good’, ‘Acceptable’, ‘Poor’ or ‘Unacceptable’.
During the inspections, Trusts endeavor to assess 25 per cent of their
whole site, including external areas such as car parks and grounds.
Patient comments are also sought by the PEAT
assessors.
Divisional Manager Graham Argent, said:
“The whole of the Estates & Facilities team are
really delighted to have achieved these ratings
this year. It is a real demonstration of our
determination to be the best.
“While the scores were ‘excellent’, we recognise
we are not perfect and that there is always
room for improvement.
“That said, to have achieved the triple
‘excellent’ rating puts us firmly in the upper Graham Argent
quartile of hospital performers and we are
now absolutely determined to maintain this rating.”
However, since its introduction in April 2009,
the Diabetes Medical Secretarial Team has
consistently achieved the 48-hour target.
The academy event included over 100 entries
from around 30 NHS organisations, including
poster displays of projects and team
achievements, presentations and the awards
ceremony.
Sarah Brettle, Medical Secretary, said: “It was
a fantastic achievement by the whole team
and we felt very proud that our work was
recognised.”
Senior Secretary Lisa Harrison said: “It was a
very enjoyable night all round, made extra
special by actually winning the innovation
award.”
Herbie Mann, IT Engineer, said: “To be
declared winners of the Innovation Award is
just outstanding.”
And Nina White, Service Improvement
Manager and Lead on Digital Dictation, said:
“The achievements of the Diabetes Team,
with the support of Service Improvement
and IT, have demonstrated what can be
achieved through team work and lean
thinking.
“But there is always more we can do. The
team are already looking to further improve
the correspondence pathway.”
For further information about digital
dictation, contact Nina White on:
Extension 4470.
Putting Patients at the Heart
of Cardiology Services
The Cardiology Services team have made
innovative steps to improve their service
to patients who need swift unblocking of
arteries when they arrive in hospital.
Since April 2007, New Cross Hospital has
offered a 24 hour, seven days per week
Primary PCI (Percutaneous Coronary
Intervention, or angioplasty) service to
patients.
There is an interim target of 90 minutes –
known as the ‘door to balloon time’ – from
when a patient arrives at hospital to the time
when the blocked artery is reopened within
the Catheter Suite. An event took place last
August, supported and facilitated by the
Service Improvement Team, to look at ways
of improving the service and to analyse the
reasons for failing to meet this target for
some patients.
The event included attendance from the
Ambulance Service, Black Country Cardiac
Network, Cardiac Assessment Team, A&E
and EAU, along with staff from the relevant
departments within Cardiology Services.
During the session the team examined
existing ways of working and issues
associated with each point of the patient
journey. Reflecting on this, the team then
began to identify changes that could be
made to the service moving forward.
Cardiology Services have taken a team
approach to improving their service and the
outcomes to date include:
• A revised, streamlined patient pathway
• A revised Primary PCI Operational
Policy
• Strengthened working relationships
between teams, departments, and
external organisations
• Strengthened role of the Cardiology
Coordinator and the development of
a checklist to support admission of
patients with suspected Primary PCI
Our Alex Appointed
Royal College
Student Rep
Midwives at New Cross are delighted that
one of their midwifery students has won a
national honour.
Alex Birch has been elected as student
representative for the Royal College of
Midwives Student Midwife Working Group.
Alex is one of many students at
Wolverhampton who are extremely
passionate about providing the best quality
midwifery care.
One of Alex’s particular interests lies
in supporting and promoting normal
childbirth.
Maria Stevens presents innovative steps to improve the patient experience.
Her application to become student
representative was keenly supported, with
recommendations by five of her colleagues
and the Head of Midwifery Education at the
University of Wolverhampton.
The national Student Midwife group meets
three times a year and its main function is
raising awareness of the issues effecting
student midwives in England, Wales,
Scotland and Northern Ireland.
Alex will be giving a presentation in London
focussing on the role of midwifery students
in promoting and supporting normal birth.
The revised Primary PCI processes were
officially launched in October, and the team
will be monitoring performance following
the implementation of their action plan.
For further information on the Primary PCI
Service; please contact Hayley Kemp, Matron
- Cardiothoracic and Radiology Directorate,
extension 4218. If you would like further
information or support with improving
services, please contact the Service
Improvement Team on extension 4470 or
service.improvement@rwh-tr.nhs.uk.
New student representative Alex Birch
6 7

Tackling Violence
Against Hospital Staff
Our recently appointed Local Security
Management Specialist, Barry Palmer, and
other security staff work closely with the
police to protect staff, patients and visitors
from crime.
Figures released in November by NHS
Security Management Services (SMS) showed
a fall in the number of cases of violence
towards staff nationally.
However, there were still 54,758 reported
physical assaults against NHS staff during
2008-09.
While this was a reduction of 1,235 compared
to the previous year, SMS says the number
of assaults is a very serious matter and more
needs to be done to prevent them from
occurring and to take sanctions when such
cases occur.
Violence against NHS staff is unacceptable
and staff who are committed to provide
health services should not expect to have to
suffer violence at work.
Initiatives organised by the Trust aimed
at keeping staff safe included a Security
Awareness Day in November, attended by
Barry Palmer, Paul Smith, the Trust’s Safety
Trainer for Conflict Resolution and local
police.
In memory of Beryl
The family and friends of a patient in the
former Lung Function Department – now
called the Respiratory Centre – donated £994
as a thank you for her treatment.
Mrs Beryl Taylor, who used to enjoy going
dancing with her husband and friends,
required oxygen therapy for her lung
condition.
Family and friends gave money in her
memory, which has been used to purchase a
mouth pressure meter and a pulse oximeter.
A donation was also made towards the Trust’s
‘Oxygen Alert’ key fob and information cards.
This new innovation has led to oxygen
patients being issued with a key fob and
information card that will bring to the
attention of any healthcare professional the
fact that the patient is sensitive to oxygen
therapy and retains carbon dioxide.
The aim was to raise awareness of security
issues that could affect staff inside and
outside the hospital, including personal
safety and reporting of violence or incidents
of aggression.
Over 250 staff attended the event and
completed security questionnaires.
Inspector Bryan Jones, of Wolverhampton
Police, who also attended, said: “Crime
rates across the hospital are low due
to the investment by the Trust in its
security.
“The only real issue of concern
is the very small number of
visitors that are violent
and aggressive
towards staff,
patients and other
visitors to the
hospital.
“We would like to get
the message across that
this behaviour will not be
tolerated.
“Anyone found behaving in this way will be
arrested and will face prosecution.”
Gary Penn, Director of Estates Development
for the Trust, added: “We will continue to
This will prevent them from being
administered too much oxygen.
In addition, the alert is put on to the hospital
patient information system so that this
information is passed to the Accident &
Emergency Department.
Rosemary Steel, Specialist Respiratory
Physiologist and Oxygen Lead at the
Respiratory Centre, said: “We have links with
West Midlands Ambulance Service and are in
the process of giving them the list of patients
who are oxygen sensitive so that they can
transfer the information on to their system,
again so that oxygen is not administered
inappropriately.
“The outcome of this is that the patient’s
condition is managed appropriately,
therefore reducing re-ad missions and the
need for more high dependency care.”
work closely with officers from the local
neighbourhood police team to ensure the
hospital remains a safe environment for
everyone.”
Standing are Rosemary Steel and
Michael Parkes, seated are Geraldine
Parkes and Chris Taylor
Making the Grade
New biomedical science graduates Donna
Haye and Matthew Perrett
Gail Vann with the large t3000 processor
Five people who work in Histology – which
is the study of tissues – at New Cross
Hospital have all gained NVQs recently.
Carol Fryer, Mary Woolford, Fleur Jenkins,
Mary Highfield and Gail Vann achieved Level
2 certificates in clinical laboratory support
and Level 3 in laboratory and associated
technical activities.
“It’s been hard work for all of us – but we
got there in the end. We’re all very proud,”
said Carol Fryer.
Also celebrating are Donna Haye, Rekha
Patel and Matthew Perrett, who have
graduated in biomedical science. Matthew
gained his BSc with first class honours.
In the Cytology department, which looks
at the microscopic appearance of cells to
diagnose abnormalities and malignancies,
Natalie Worton, Anne-Marie Adams and
Yvonne Jones also gained degrees in
biomedical science.
Also to be congratulated is Diane Marshall,
Pharmacy Technician, Aseptics, who
achieved a foundation degree in Pharmacy
Technology from Aston University.
Students choose their
Top Teacher – and he’s
one of ours!
Outstanding students have long been recognised for their academic achievements on an
annual basis at the University of Birmingham Medical School.
However, the teachers who make such achievements possible have never really been given
any formal credit for their hard work and dedication…until now!
Recognising Excellence in Medical Education (REME) Teaching Awards is a young student-led
initiative, which is in its second year.
It aims to identify teachers who have made a major impact
on the education of Birmingham undergraduate medical
students.
All medical students are asked to put forward nominations
for teachers, who they feel made the most significant
contribution to their undergraduate training over the year.
After collating, validating and analysing all nominations,
winners are chosen based on the number of nominations and
student comments.
Keeping with its tradition of excellent teaching, this year 28
doctors from Wolverhampton New Cross were nominated.
And the winner of Best Clinical Teacher for academic year
2008-2009, was Dr Terence Priestman.
Dr Priestman was presented his award by Bilal Chaudhry,
Student Representative, in November.
Dr Terence Priestman
Carol Fryer, Matt Perrett, Donna Haye,
Mary Highfield and Mary Woolford.
Welcome
to Rob
Rob Millard took
up his role as
Manager of Clinical
Engineering in
the department of
Medical Physics and
Clinical Engineering
at the beginning of
February.
He has responsibility
for the strategic
direction and
development of
Rob Millard - Clinical
Engineering Manager
clinical engineering services, both within the
Trust and to third party service users.
Rob brings with him a vast wealth of
experience, gained both within the NHS and
the private sector.
He is based in the Medical Physics department
in the Deanesly Centre and can be contacted
on extension 6199.
8 9

Stoma Care
Open Day
An open day for patients who have had
a colostomy, organised by the Colorectal
Nurse Specialists from New Cross Hospital,
was a huge success – with more than 500
attending.
Patients enjoyed the facilities at Molineux
Stadium, where the Stoma Care Open Day
was held, and appreciated advice from
the colorectal team and representatives of
major manufacturers of stoma products and
services.
The Wolverhampton Bowel Cancer Support
Group also attended to promote the support
offered to people affected by bowel cancer
and their families.
Patient Susan Holden said: “It was excellent
to see so many products available to enable
stoma patients to cope with their day to day
needs. The Colorectal Nurses were also on
hand to answer any queries.
“During my stay in hospital I found the
colorectal team to be very knowledgeable
and supportive about my needs with stoma
care and indeed easily available to solve
a couple of problems I had after leaving
hospital.”
The Colorectal Nurses – Nicola Payton,
Michelle Cole and Lisa Ilori – were available
for advice and support throughout the day.
It was an opportunity for those patients
who had not been reviewed for many years
to be aware of the service provided by the
team and, for those who were experiencing
problems, to book an appointment.
Representatives who attended commented
on how successful they thought the day had
been and said it had been the most popular
event of its kind in the country this year!
Michelle Cole talks to a visitor to the event
at the Molineux Stadium.
A fond farewell
for Peter
Peter Sawyer, Director of Finance and Information, retired
at the end of October after 34 years in the NHS – over half
of that time as a Finance Director.
A presentation was held for Peter, attended by friends
and colleagues, both from this Trust and Dudley.
Peter with fellow Trust Directors
Launch of
Seven-Day
Physiotherapy
Service
Physiotherapists working on ‘Care of the
Elderly’ wards at New Cross Hospital have
launched a new, seven-day service. The
results of an audit of the new service so far
are very positive. More patients are seen on
their first day in hospital, are able to have
more physiotherapy treatments which has
resulted in more patients being discharged
back to their home and not to nursing homes
or rehabilitation hospitals. Sheila Stringer,
Therapy Services Manager, said “We provide a
seven day service to other specialty areas and
we wanted to bring the benefits of this to all
the patients. The Therapy Services Department
is committed to providing the best care we can
for patients and introducing the new culture
of therapy seven-day working for Care of the
Elderly has produced real benefits for them.”
The Physiotherapy Care of the Elderly
team are back row, left to right , Kevin
Mulholland, Kay Smith, Jennifer Gray, and
Janet Meacham. At the front are Robert
Vincent and Hannah Thorn.
Rok On – For New Kitchens
Construction firm Rok’s Midlands region has started work on the
construction of a new, £3 million food production unit at New Cross
Hospital.
The scheme includes site clearance, building of the new kitchen and
external works and drainage. The work is due for completion in the
summer.
The two-storey, steel-framed building will replace the existing kitchen,
housed in a 1960s block.
Rok has promised to minimise disruption to the patients, staff and the
public as construction progresses.
Rok Regional Director Martin Burton said the firm had a long record of
construction in both the medical and food processing sectors.
“New Cross is a busy working hospital and we have undertaken
(Left to right) David Loughton, Chief Executive, The Royal
Wolverhampton Hospitals; Rok Regional Director, Martin Burton;
Sandra Roberts, Head of Hotel Services; Martin Cantor, Catering
Project Manager, and Carolyn Robinson, Estate’s Department Project
Manager.
Chaplaincy Builds
Team Spirit
The Chaplaincy at New Cross has welcomed
Narinder Kaur Sidhu, a Sikh Rogi Aasra
Chaplain, to its line-up.
The addition of a Sikh Rogi Aasra strengthens
the range of the Chaplaincy team, helping
it to better meet the religious and spiritual
needs of this diverse community.
Her colleagues include members of
the Hindu and Muslim faiths, Anglican,
Roman Catholic and Free Church Christian
denominations.
The Chaplaincy is also supported by
many lay chaplains of various faiths and
denominations, as well as by colleagues from
the Greek Orthodox, Jewish and Buddhist
faiths.
“Narinder brings a wealth of experience
in providing pastoral and spiritual care to
people who share her faith, those of other
faiths and people of no particular religion,”
said Craig Fullard, Chaplaincy Team Leader.
“She joins the team
at an important
time, as patients
are now being
asked when they
register their faith
on admission to
hospital to indicate
if they would like a
visit from a member
of the Chaplaincy
team.”
New Cross Hospital
has a chapel and
prayer room that is
The new facility takes shape.
open daily to patients, staff and visitors.
The prayer room offers solitude and space for
quiet contemplation and prayer to patients
and visitors of all faiths and those with none.
There is also a room for Friday prayers for
Muslims and Holy Communion takes place
to keep noise, dust and disturbance to the absolute minimum
throughout,” he added.
Among the new facilities are a 1,001 sq metre kitchen, including walkin
fridges and freezers, and comprehensive food production areas.
The new equipment accounts for £900,000 of the scheme’s cost.
The hospital will introduce a new cook/ chill meal preparation service
to replace the current meals service.
Chilled meals will be delivered to wards, where the food will be
heated up and served to patients by Ward Hostesses.
Sandra Roberts, the hospital’s Head of Hotel Services, says all 97
members of the catering team are eagerly awaiting their new facility.
“At present we feed up to 700 patients a day. The improvements
in food quality, presentation and meal service will be something in
which we can all take pride,” she said.
Rok is working for The Royal Wolverhampton Hospitals NHS Trust with
Project Manager and Quantity Surveyor Edmond Shipway, Architect
Hawkins McGowan and engineers Couch Consulting.
Narinder Kaur Sidhu (right), Sikh chaplain, explains Sarbat Da Bhalla,
Care for All, to Anglican chaplain Craig Fullard and Ahmed Salloo, the
Muslim chaplain.
each Sunday at 9.30am and Roman Catholic
Mass each Thursday at 1pm.
Families and friends who would like a
member of the multi-faith team to visit a
patient can also request this by telephoning
01902 695098 or emailing:
rwh-tr.Chaplaincy@nhs.net
10 11

ChatBack
Feedback from over 1,000 members of staff who attended our
ChatBack events during February and March was fantastic – a
huge ‘thank you’ to all who took part.
In the 2008 Care Quality Commission (CQC) national staff survey
the Trust scored below average in a number of areas when
compared with other similar Trusts – and ChatBack has enabled
us to provide staff and managers more meaningful information at
a Directorate level.
Events took place in various venues across the site to give staff the
chance to share their views on what it is like to work at New Cross.
ChatBack responses have now been collated and analysed by an
independent consultancy and results will be published in a variety
of formats so that they are available to all staff within the Trust.
Staff and managers are being encouraged to work together to
review their local ChatBack results.
Look out for Directorate level results, which will be appearing on a
notice board near you!
CQC Improvements
Work pressure
In the CQC surveys staff were asked questions to assess the extent
to which they feel there is adequate time, equipment and staffing
for them to do their job properly. Possible scores range from 1
to 5, with 1 representing virtually no pressure felt by staff, and 5
representing extremely high feelings of work pressure.
• In the 2008 CQC national staff survey the Trust’s score was 3.10
• In the 2009 CQC national staff survey the Trust’s score was
3.02, which was in the lowest (best) 20% when compared with
trusts of a similar type.
Staff Appraisal
• In the 2008 CQC national staff survey 28% of staff reported
that they had received a well structured appraisal in the last
12 months
• In the 2009 CQC national staff survey 36% of staff reported
that they had received a well structured appraisal in last 12
months, which was in the highest (best) 20% when compared
with trusts of a similar type.
Chatback Brings ‘Fantastic’
Response from Staff
Staff job satisfaction
Staff were asked questions about how satisfied they are with
various aspects of their job, including: recognition for good
work; support from their immediate manager and colleagues;
freedom to choose methods of working; amount of responsibility;
opportunities to use their skills; and the extent to which the
trust values their work. Possible scores range from 1 to 5, with
1 representing very dissatisfied staff and 5 representing very
satisfied staff.
• In the 2008 CQC national staff survey the Trust’s score was 3.42
• In the 2009 CQC national staff survey the Trust’s score was 3.50,
which was above (better than) average when compared with
trusts of a similar type.
Staff intention to leave
Staff were asked questions to assess the extent to which they are
considering leaving their trust and looking for a new job. Possible
scores range from 1 to 5, with 1 representing staff who have no
intention of leaving their jobs, and 5 representing staff who are
very keen to leave their jobs.
• In the 2008 CQC national staff survey the Trust’s score was 2.61
• In the 2009 CQC national staff survey the Trust’s score was 2.45,
which was below (better than) average when compared with
trusts of a similar type.
Percentage of staff working extra hours
• In the 2008 CQC national staff survey 74%
74%
of staff said that, in an average week, they
work longer than the hours for which they
are contracted
• ChatBack found that 63% of staff often work
63%
beyond their contracted hours, with 10%
choosing to do so to earn extra pay
Percentage of staff receiving job-relevant training,
learning or development in last 12 months
• In the 2008 CQC national staff survey 74%
74%
of staff reported that they had received jobrelevant
training, learning or development
in last 12 months
• ChatBack found that in the last 12 months
94%
94% of staff had received training to
support them in their job (including
mandatory training)
Support from immediate managers
ChatBack
Feedback
• In the 2008 CQC national staff survey the
3.43
Trust scored 3.43 when staff were asked
questions to assess the extent to which they
feel that their immediate manager provides
them with support.
Percentage of staff able to contribute to changes
at work
• In the 2008 CQC national staff survey
58%
58% of staff agreed that they were able to
contribute to changes at work
• ChatBack found that 72% of staff are able to
72%
make suggestions to improve the work of
their team/department
Percentage of staff reporting good communication
between senior management and staff
• In the 2008 CQC national staff survey 21%
21%
of staff reported good communication
between senior management and staff
• ChatBack found that 50% of staff of staff
50%
felt that communication between senior
management and staff is effective
Percentage of staff agreeing that they understand
their role and where it fits
• In the 2008 CQC national staff survey 41%
41%
of staff agreed that they understand their
role and where it fits
75% • ChatBack found that 75% of staff agreed
that they know how their role contributes
to what their directorate is trying to achieve
• ChatBack found that the Trust scored
3.62
3.62 when staff were asked whether
The full CQC national staff survey results for 2008
their immediate line manager provides
and 2009 are available at www.cqc.org.uk
them with the support they need to work
effectively
12 13
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0
Get the low-down on the NHS Number
The move to the new NHS number has been a huge task
for the Department of Health and we are finally at a point
where there is enough coverage of the population to
enable us to use this unique way of identifying patients.
The Connecting for Health (CfH) NHS Number Programme
is supporting the complete adoption of the NHS number,
which will be used alongside the local hospital number
here at New Cross in the immediate future.
What is the NHS Number?
The NHS Number is a unique number issued to people in
England and Wales, which can be used to help healthcare
staff to find patient health records.
It is a 10 digit number and is not the same as the National
Insurance number.
Everyone registered with the NHS in England and Wales has
their own unique NHS number.
However, there will be some people who do not have one
– for example, if they have never registered with a GP or if
they live abroad.
The NHS number is printed on the medical card that is sent
out to patients when they register with a GP.
Additionally every baby born in England and Wales since
2002 is given an NHS number at birth.
Why is it important?
Patients do not need to know their number to receive care
but it can be helpful for NHS staff to find patient records.
Because the number is unique, it can be used in all
healthcare settings to identify a patient’s details if they are
stored against the NHS number.
Using the number will help us provide a safer service for
patients, especially if they need to use lots of different
healthcare services.
We will need to make sure that all documentation going
to the patient or other healthcare providers has this
identification on so that the record can be added to other
notes.
How does someone find their
NHS number?
There are several ways that the number can be obtained.
People can:
• Ask their GP practice
• If they are not currently registered with a GP, contact
their local Primary Care Trust (PCT), who can look it up
• If they have never registered with a GP, they will not
have an NHS number so will need to register with a GP
• It will be shown on letters from their GP or hospital
What’s happening in the
Trust?
Currently the NHS Number Project is working to make sure
that all IT systems are able to store, display and print the
NHS number.
This task will take some months but the main PAS system
is already able to do this and has been storing the NHS
number for some years.
Other systems may have the ability to store the number but
it has not been entered – so work is ongoing to update this.
Printed wristbands (where available) will already be
showing the NHS number.
Over November and December there was an awareness
campaign to make staff and patients aware of what the
NHS number is and the benefits that can be gained from
using the number to identify patients.
By December 2010, it should be possible for us to use
the NHS number as the method of choice for identifying
patient records where it is available.
What is your role?
Everyone needs to be aware of what this number is and be
able to answer questions from patients about their number.
It is also a good time to start thinking about how using the
number can benefit your working processes - maybe start
checking that it is on documentation that you produce or
ask patients if they know their number when looking for
their records.
If you would like to find out more about the New Cross NHS
Number project, contact Manx Baker on extension 8466.
General information about the CfH NHS number
programme can be found at:
www.connectingforhealth.nhs.uk/nhsnumber
NHS
Number
www.connectingforhealth.nhs.uk/nhsnumber
Wolverhampton PCT Patient Data Department,
Telephone Number 01902 444888
14 15
NHS Number
Find it
Contact your GP or your PCT if you don’t already know your NHS Number
Use it
Have your number ready in case you are asked for it by healthcare staff, it can help
find your records
Share it
The number is unique so may be used at other places such as dentists and opticians

The Patient Safety Award for Prevention
of Patient Falls
Ayodele Oni (pictured above)
The Royal Awards Ceremony is an event
designed to recognise and pay tribute to
some of the many unsung heroes working
within The Royal Wolverhampton Hospitals
Trust.
The Improving Services Award for a Team
The Doctor of the Year Award
The Team of the Year Award
The Public Nominated Award
Staff who receive this form of recognition
are those who go that extra mile to have a
positive impact on a patient’s experience.
They are seen by their colleagues as being
outstanding in what they do. Some of these
staff have direct patient care responsibilities,
others contribute to the patient experience
‘behind the scenes’, often unseen by the
patients themselves. In these awards we pay
equal tribute to those individuals.
Nominations have been invited from every
member of staff and the general public,
resulting in a number of award categories. I
have great pleasure in supporting this event
which is one example by which staff are
valued and recognised.
The Fowler Improvement Team (pictured above)
Highly Commended - Therapy Services
Stroke Rehabilitation Team
The Non-Clinical Support Award
Michael Matthews
Emma Morris
The Research & Innovation Award
Mr D. W. J. McCredie (pictured above)
The Nurse of the Year Award
Nigel Beardsmore and The Medical
Illustration Team (pictured above)
Highly Commended - Occupational Health
& Wellbeing Service Team
Sister Honick & Nursing Team D19
Cardiac Catheter Suite Staff & Cardiology
Ward Staff
The Patient Safety Award
(Deteriorating Patient)
Cardiology Ward Staff (pictured above)
The Breast Care Nurses
The ‘100 Club’ Award
Lucy Merricks
Special Lifetime Achievement Award
And the winners are:
The Allied Health Professional Award
Sharon Thomas
The Clinical Support Award
Victoria Spragg
Maggie E Wild (pictured above)
Highly Commended - Alison K. Hillman
The Midwife of the Year Award
Maggie Dawidziak
Geoff Roberts (pictured above)
Ros Leslie (pictured above)
The Manager of the Year Award
The Education and Training Award
The Vascular Ward (pictured above)
Highly Commended -
Rachel Trevitt & Abbie Wood
The Patient Safety Award for Infection
Prevention
Jenny Ridgway (pictured above)
The Customer Care Award
The Catering / Cook Supervisors (pictured above)
The Effective Public Engagement / Patient
Experience Award
Marie Davis
The Improving Services Award for an
Individual
Caroline Jones
Mr Adrian Simons
The ENT / Head & Neck Surgical Team (pictured
above)
Highly Commended - Stuart Hamilton &
Elaine Harper, Clinical Skills and Resuscitation
Service.
Greg Bloom & Marie Webster,
Preceptorship Team.
Tony Wilding (pictured above)
Highly Commended - Kerry Anelli
Susan R. Rowlands (pictured above)
Lyn Kelsey (pictured above)
Mr R. J. Cullen
Dr Edwin T. Swarbrick
16 17

Top Midwifery
Award for Lyndsay
Lyndsay Durkin has scooped a top award for her innovative work at
New Cross Hospital to educate colleagues about the best ways of
helping women to have a natural birth.
Lyndsay, Clinical Lead for Normal Birth, won the ‘Johnson’s Baby
Award for Excellence in Midwifery Education’ at the Royal College of
Midwives Annual awards, attended by Princess Anne, at the Royal
Garden Hotel, Kensington, on 27 January.
Her winning entry was called ‘Interactive puzzles for clinical
midwifery education’, a project which involves two puzzles relating
to water births and postpartum haemorrhage, which is bleeding
after giving birth.
Participants use the puzzles to prompt discussion amongst the
players about best practice and to challenge practices that are
unsafe or not backed up by evidence.
Feedback from midwives using the puzzles in teaching situations
has been overwhelmingly positive.
The judges were very impressed with the entry, especially its
multidisciplinary approach and emphasis on team working, saying:
“It is an inspired and practical
way of teaching in clinical
practice. It was creative, fun and
very visual.”
Cathy Warwick, General
Secretary of the Royal College
of Midwives, said: “This
award highlights the important,
innovative and pioneering work
being done by Lyndsay, who has
been shortlisted for an RCM award previously.”
Lyndsay Durkin - Clinical Lead
for Normal Birth
Lyndsay said: “It is an honour and a privilege to receive this award
and I am extremely proud that the RCM has highlighted my work in
using puzzles to engage with midwives and promote the discussion
about education and clinical issues.”
The Trust is now planning to develop similar puzzles to cover
breastfeeding and vaginal birth for mothers who have had a
caesarean section.
From Abba to Queen – David’s
Choices when he went on air!
New orthopaedic pre-operative assessment
clinics, run by Therapy Services staff, have
been successful in reducing the length of
time patients stay in New Cross Hospital after
total hip or knee replacements.
Patients are seen by Physiotherapists and
Occupational Therapists to prepare them for
all aspects of their surgical journey, leading
to more seamless care and a co-ordinated
approach.
During the clinics, patients receive
information about their surgery and
anticipated recovery and rehabilitation and
are assessed and issued with the appropriate
aids and advice.
As a result, the average length of stay for
patients who had attended the clinics was 4.5
days after both total hip replacement
and total knee replacement.
This compared to 7.8
days among those
patients who
had a total hip
New clinics reduce
length of stay
replacement but who had not attended the
clinic. (The national average is 8.8 days).
Total knee replacement patients who did not
attend the clinic stayed in hospital for 6.5
days (national average 7.4 days).
Those who attended the clinics also needed
fewer physiotherapy and occupational
therapy treatments during their hospital stay.
The aim of the therapist-led pre-operative
assessment clinics was to improve the patient
experience and there have been financial
savings too, resulting from the shorter length
of stay in hospital.
The patient’s satisfaction surveys tell us that
96% felt better prepared for their surgery,
90% were less anxious about coming in and
94% felt that their needs had been accounted
for on discharge.
Sheila Stringer, Therapy Services Manager,
said: “We are always striving to improve
the patient journey by delivering quality
care. The results of this audit are extremely
reassuring and demonstrate how we have
been able to increase capacity and quality
without increasing costs. We are now
working towards roll-out of this therapist-led
service to other patient groups”.
Chief Executive David Loughton picked music ranging from Abba and Queen to Rod Stewart
and Dexy’s Midnight Runners when he recorded a ‘Personal Choice’ interview with Radio
Wulfrun.
David had been invited to look around the studios at the end of last year, before the station
moved premises in January 2010.
While on site, he spent 45 minutes recording an interview for
‘Personal Choice’, an occasional series hosted by Richard
Stanton, Chairman of Radio Wulfrun.
This series gives a guest the opportunity to talk at
length about their life and experiences as well as
listening to their choice of music.
David spoke about his life, goals, and
aspirations for the Trust, including infection
prevention and the landmark Heart and
Lung Centre.
Richard said “It was a pleasure to invite
David, and we hope he will visit us in
our new studios.”
He also congratulated David on being
awarded the CBE and added that this
was a true testament and recognition
for his hard work and commitment to
the Trust.
Richard added that the station was
Standing left to right are Richard Stanton,
Joceylin Lloyd, Peter Lloyd with Chief
Executive David Loughton CBE.
always on the lookout for new volunteers to visit wards and collect requests.
If anyone is interested, please contact the station on the various options below.
Anyone wishing to contact Radio Wulfrun for a request or to join can email them on
info@radiowulfrun.co.uk or telephone 01902 695099.
The Therapy Services Team responsible for the improvements
18 19

Dave joins
Maxillofacial
Team
Dave Ellis joined Rob Stewart and the team in
the Maxillofacial Prosthetics department on
1 March.
Dave, a specialist in facial and oral
prosthetics, trained and worked at the
Regional Plastic and Jaw Surgery unit at
Wordsley Hospital from 1986 to 2002 and
spent the last eight years at the Queen
Elizabeth Hospital, Birmingham.
He said: “I’m delighted to be joining the
Trust and offering my support to the expert
team of Maxillofacial Surgeons at New
Cross Hospital. I know that together we
can provide patients with the best possible
treatment and rehabilitation following
surgery.”
Patients undergoing surgery for cancer,
trauma or burns injuries, resulting in the
loss of soft tissue and bone, can often be
rehabilitated using prosthetics.
This can be anything from a small dental
prosthesis to large, mid-face appliances
incorporating eyes, nose, lips and ears.
Over the years, various methods have been
used to retain these appliances but the
Dave Ellis with patient Thomas Moore
current preferred method is osseo-integrated
implants, in which small titanium screws are
inserted into the bone, where they become
firmly attached.
They provide a solid anchor on to which
the patient themselves can easily fit the
prosthesis using small clips or magnets.
The prosthesis itself is first carved in wax
and then converted into silicone, which is
matched to the patient’s individual skin
colour. Eyebrows and lashes or other facial
hair can be added if required to produce a
realistic appearance.
The department also provides breast
and nipple prostheses and planning and
technical support to Maxillofacial Surgeons
carrying out complex operations to correct
facial abnormalities.
Prosthetics often give patients the
confidence they need to go about their
normal daily life and if the department can
be of any assistance, Dave can be contacted
on 01902 307999 extension 6120 or 6121
or via the Maxillofacial/ENT department on
Ward C5.
New Cross
Gets New
Glucose Testing
Equipment
New glucose testing equipment, with
important features for the safety of patients,
is now in use on the wards at New Cross
Hospital.
Following a Healthcare Purchasing
Consortium (HPC) mini competition exercise,
Roche Diagnostics have been awarded a five
year contract with New Cross to supply the
equipment.
The project has been a multidisciplinary
collaboration between Clinical Chemistry, IT,
Procurement, Estates, Diabetes, Ward D16,
Infection control and Pharmacy.
Thank you to everyone for your valuable
contribution to the project!
Important Patient Safety Features:
• Safe to use on renal patients using
maltose based dialysis solutions.
• Automatic lock out if quality control
checks have not been performed.
• Bar-coded operator access so only
staff that have been trained and
passed competency testing can use
the machines.
• Patient identification and transfer of
results to patient laboratory results
system.
• Full audit trail
• Reduced sample size of 0.6ul of blood
• Fast result time of 5 seconds
• Robust, sealed unit for effective
cleaning and decontamination.
• Standardised equipment across
the Trust to aid training and reduce
problems with staff movement.
Trust Introduces i-Bleep
The Royal Wolverhampton Hospitals NHS Trust is using the latest wireless
technology to improve its Out of Hours bleep system.
The computerised system allows information to be sent straight to doctors from
the wards, which helps to ensure staff with the right skills can get to patients
quickly.
i-Bleep, which is already used in many hospitals, makes it easier for patients to be
seen and treated in order of priority.
Junior doctors and some senior nurses working with the Out of Hours team have
been issued with a palm top computer, or PDA, to eliminate the time wasted by
using the traditional bleep system,..
Ward staff are able to raise calls for their patients directly from their own ward
page on their ward computer. The calls generated are prioritised by need, with
green for a low priority case, amber for medium, and red for a high priority call.
All calls are managed by an experienced nurse coordinator, who allocates them
to the most appropriate team member. The coordinator monitors the process and
follows up red and amber calls to ensure they have been dealt with. Ward staff are
also able to monitor the progress of the calls they have placed.
Division Two’s night team now consists of a Registrar, an SHO that covers the
wards, an SHO covering Emergency Admission ward and Short Stay area, and an
SHO covering Emergency Admission Receiving room. Also in the night team is a
Clinical Night Manager, an Out of Hours Practitioner and a Phlebotomist.
Each team member has a hand-held device and access to their own individual
i-Bleep page to receive their allocated jobs.
The i-Bleep project was led by Diane Preston, who was supported by Lead
Consultant Dr Kapadia, the Out of Hours Practitioner team, Linda Mahju, and the
IT Department.
Diane said: “IT staff worked to improve the wireless network within the hospital,
identifying hotspots where the system could not be picked up, and tirelessly
working to improve the functioning of the PDAs.
“Before the implementation of i-Bleep, it was sometimes difficult to find the
correct practitioner or the correct pager number. This could result in delays and
several calls being made to the same person for the same job. The whole process
was time consuming.
Out of Hours Practitioner Debra Shaw developed the Trust I-bleep protocol. She
designed information booklets and posters to raise the awareness of the new
system of working, and also developed written guidelines for ward staff to use
and written guidelines for the PDA users.
Charlotte Konu, also an Out of Hours Practitioner, trained all qualified nurses in the use of
their ward screens, and also trained all the junior doctors how to use their hand held PDAs.
Charlotte said: “The instruction was well received by all. Doctors and ward staff have
agreed that the whole process has improved and simplified the way in which calls are
raised for patients and that it is less time consuming for all concerned.”
Every night shift now begins with a multi-disciplinary team meeting at 9.30pm to
discuss on going patient care and treatment needs, and any patient reviews that are
required.
Charlotte said: “It is an excellent way for the night team to meet up and acknowledge
each other. It enhances a good team spirit and the team approach overnight.”
Division Two has been using the i-Bleep system for eight months. In February 2010
Emergency Admissions areas and A&E began to use it too.
A recent audit managed by Out of Hours Practitioner Debra Shaw and supported
by the Out of Hours Practitioner team has shown the positive effect that i-Bleep
has had, especially in creating structure, a
more organised and prioritised response to
the needs of our patients and staff at night.
Debra said: “It also acknowledges the work
load of the night team and the cohesion
between the team members at night. It is an
excellent audit tool.”
Any questions or interest can be answered
by Diane Preston, Dr Kapadia or any member
of the Out of Hour Practitioner team.
Do you feel more part of a team at night with the
implementation of the ibleep system?
Do you feel you had adequate training in the use
of the iBleep system?
20 21

Designed and produced by the Department of Medical Illustration & Graphic Design, New Cross Hospital,
Wolverhampton, WV10 0QP - Tel 01902 695377
Trust Talk Summer 2010
mi 009910