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Transcript of Newsletter Issue 29May 2010 - Watford General Hospital · Newsletter Issue 29May 2010 pulse News...
pulseNewsletter Issue 29May 2010
News and views from St Albans,Hemel Hempstead and Watford Hospitals
Newsletter Spring 2010
May 20102
Following disappointing results in the National Outpatient Survey 2009/10 every aspect of the Trust’s
Outpatient service has undergone a thorough review. Over the past few months, staff who work directly
and indirectly with the Trust’s Outpatients Departments have been working closely with some of our
patients to improve the outpatient service.
A number of measures have, or will be introduced shortly which are expected to make a real difference
to the patients’ experience and enable staff to do their job better. Some of these measures include:
• Improvements to the outpatient environment
• Issuing of uniforms to frontline staff
• Better external signage to the Outpatient Department
• Introduction of a patient queuing system at some booking-in desks
• New and updated outpatient information on the website
• Installation of a new outpatient telephone system at St Albans
• Introduction of a reminder card for patients to jot down any questions they would like answered
during their visit
The focus has also been on improving the health records service and the review highlighted three main
areas that needed to be tackled:
• Insufficient storage capacity at Watford which has resulted in the overcrowding of the health records library
• Lack of a suitable area for the receipt and distribution of health records
• Poor health records working environment at Watford
The measures below are being introduced as a matter of urgency to bring about changes, both for staff
working in these areas and to improve the smooth running of health records across the organisation:
• The relocation of old notes to other locations, including offsite storage
• Additional storage accommodation for health records storage and offices
• A new receipt and distribution area within the current library at Watford to improve loading and
unloading of the health records and reduce double handling and ‘sub-filing’
• Replacement of unfit racking and additional racking to be installed to increase the current storage capacity
• Some minor lighting and décor improvements to the Health Records Department at Watford
With the continued commitment and teamwork that has already been demonstrated by the staff
involved in the Outpatient review, the results of the next National Outpatient Survey should tell us that
our patients think the service we provide in west Hertfordshire has significantly improved from being one
of the worst in the country to one of the BEST.
General Trust News
Contents
The electrical network at Watford General Hospital is
gradually coming to the end of its practical life and the
Trust’s Estates Team have been working hard over the
past few months to upgrade the electrical infrastructure
at Watford to support the expansion and improvements
that will be taking place over the next couple of years.
Crucial work to upgrade the infrastructure began in
April 2009 with the replacement of thirty electrical
panels at the sub-station of the Main Block. This
involved more than twenty five electrical shutdowns,
some small and some hugely complicated. To support
this work, the Trust has purchased new switchgear and
two extra generators, one is currently placed alongside
the Physiotherapy Department and the other is located
behind the Pathology Block.
Without this vital work to renew and expand the
electrical service, at some point in the future, the
Watford site would not be able to continue to provide
services to its patients.
So remember, the crucial work that the Estates Team are
doing behind the scenes - work that staff and the public
do not necessarily see - is absolutely essential in order to
take the Trust into the 21st Century on a safer and more
secure platform.
Our Estates Team -taking our hospitals into the 21st Century
Improving the Outpatient Experience2 General Trust News
4What's happening on your site -Hemel Hempstead Hospital
5What's happening on your site - St Albans City Hospital
6What's happening on your site -Watford General Hospital
8 General staff support
9 Staff Awards
10 Risk
12 News in brief
Last year the Trust’s 548 volunteers gave up more
than 164,400 hours of their valuable time to help
our patients, visitors and staff. To mark their
outstanding commitment, a series of tea parties
were held across the Trust in February and March.
Each tea party was officially opened by Professor
Thomas Hanahoe, Chair of the Trust, when he
personally thanked all the volunteers for their
dedication and hard work over the years - in
some cases over twenty years.
Ada (pictured right), a volunteer for the Spiritual
and Pastoral Care Service, said: “I am so glad I decided to become a volunteer at the hospital. I really
enjoy talking to patients and have found my experience to be really humbling and very rewarding.”
If you know someone who may be interested in becoming a volunteer please contact the Patient Service
Co-ordinator on WGH x7358.
May 2010 3
The Big Ask A major new savings programme was launched in
February called "The Big Ask". A group has been
set up to look at what we are currently doing, how
we do it, what we can change, and what benefits
we can get rid of? Basically, what we can prune
down or stop doing.
This savings programme affects each and every
one of us and requires everyone to be involved -
not just managers, but clinicians and staff of all
levels and from all areas. For more information or
to post any money saving suggestions, please
check out ‘The Big Ask’ pages in the ‘Hot Topics’
section of the intranet homepage.
Although there is no doubt that this is a huge
challenge, if we all get involved we will be able to
achieve it.
General Trust News
On average a nurse spends only 30% of their shift with
their patients!
What is the Productive Ward Programme?
The Productive Ward Programme – sometimes referred to
as Releasing Time to Care - is a service improvement initiative devised by the NHS Institute for
Innovation and Improvement. The programme aims to increase the amount of time clinical staff spend
directly caring for their patients.
How does it work?
Ward staff, supported by Matrons, follow a series of modules to seek out and eliminate areas of ‘waste’
by ensuring that the right things get to the right places at the right time in the right quantities.
Examples of ‘waste’ could be requesting unnecessary tests or equipment, asking patients for their
details several times over, moving staff around unnecessarily and re-admission of patients due to failed
discharge
Is the programme making a difference?
Although the Productive Ward Programme has only been in the Trust a short time, there have already
been a number of areas where the programme has made a real difference:
• Katherine Ward at Watford, a post-natal ward has recently worked through the ‘Well Organised
Ward’ module. The ward now boasts two new facilities: a dedicated private examination room for
postnatal mothers and a communal breast feeding lounge, encouraging mothers to feed and
network at the same time
• One area has reduced its short term sickness rates from 9% to 4%
• Observation reliability audits have improved by 40% in one area
What’s next?
The programme is currently being rolled out across the organisation and it will undoubtedly lead to
further improvements in our patient experience, as well as raise staff morale and improve the quality
of care we deliver.
The Productive Ward hasarrived!
Thank you Volunteers
Trust receives national approvalThe Trust has received unconditional approval from
the Care Quality Commission (CQC) in a new,
tougher system for regulating standards in the
NHS which replaced the Standards for Better
Health assessment from 1 April 2010. This is
excellent news as it means that the CQC is fully
satisfied that the Trust provides safe, high quality
care.
Professor Thomas Hanahoe, the Trust’s Chairman,
said: “Being registered without any conditions is a
great achievement. Over the past few years our
top priority and focus has been to improve
standards in all our hospitals and it is very
rewarding to see this reflected in the CQC’s
assessment of our application for registration.”
Same sexaccommodation Every one of our patients has the right to be
treated with respect, privacy and dignity and the
Trust is therefore proud to confirm that mixed sex
accommodation has now virtually been eliminated
in all areas of our hospitals. This means that male
and female patients do not have to share sleeping
accommodation or toilet facilities and do not need
to pass through opposite sex accommodation or
toilet and washing facilities to access their own. Of
course, there are exceptional circumstances when
a “right-sex” bed is not immediately available, but
every effort is made to ensure the patient’s privacy
and dignity is maintained until an appropriate bed
is available.
May 20104
Hemel News
Following the major redevelopment of the Hemel Hempstead site last year, the following
measures have been undertaken over the past few months to enhance the look of the site
and increase security.
• The majority of new and updated wayfinding signs have been erected. (If you do notice anything
that is missing or could be improved, please inform the Facilities Department on HH x2516)
• A new security hut has been located in the top car park
• A formal pathway has been laid between Jubilee Wing and Verulam Wing
• The guttering has been cleared on the Verulam Wing
• Car park spaces have been re-marked in a number of the car parks
• Windsor Wing has closed and has been secured
• The waste compounds that were previously located at the back of Tudor Wing have been moved to
between Windsor and Jubilee Wings
• The Patient Affairs Department has moved to a new permanent location on Level 2 of Verulam Wing
• New ‘welcome’ signage has been erected to the main entrance of Verulam Wing, Level 3
• Painting of interior corridors and doors has been completed. This was extended to include the
Pathology waiting area, Cardiology Outpatient Department and Antenatal areas. External
maintenance will take place as soon as the weather conditions allow.
What’s happening on your site – Hemel Hempstead Hospital
Events diary: HemelHempstead
11 May - Invitation to afternoon tea
served by members of the Executive Team. If you
would like to book a place please see details on
page 8.
9 June - Childcare Information
Drop-In Session, Medical Education Centre
You will be able to meet a local nursery
manager, our childcare voucher account
manager, and our emergency nanny at this
drop-in session between 12 and 2pm.
No need to book.
The Trust regularly receives thank you letters from
happy patients and relatives. Below is an extract
from a letter received from a husband of a patient
who was recently treated in Simpson Stroke Unit
at Hemel Hempstead Hospital:
“I wish to thank everyone on Simpson Stroke
Unit, for the kindness shown to my wife during
her three week stay. You were all professional
and caring, no words can describe.”
What our patients say about us?
If you work at Hemel Hempstead and
have any news you would like included
in the next edition of this magazine,
please email [email protected]
or ring the Communications Department
on WGH x8280.
Contact us...
It’s finished!
Charity shop givennew lease of life The Women’s Royal Voluntary Services tea bar
and shop, opposite the Outpatients reception in
Verulam Wing at Hemel Hempstead, reopened in
March after a major revamp.
Once again the shop is providing its usual
valuable service to patients and staff by selling a
range of things from pasties to postage stamps.
The shop is run entirely by 25 volunteers, who
range in age from 30 to 80, with all the profits
given to the Trust.
(Photo from left to right: Val McIndoe, Outpatient
Sister, Jo Tyldseley, Manager WRVS and Thom
Hanahoe, Trust Chairman).
May 2010 5
St Albans News
What’s happening on your site – St Albans City Hospital
Events diary: St Albans
12 May - Invitation to afternoon tea
served by members of the Executive Team. If you
would like to book a place please see details on
page 8.
The nursery at St Albans recently had an
Ofsted inspection and was awarded a ‘good’.
Some of the inspectors’ comments included:
‘Children are making good progress overall and
the quality of learning is good.’
‘Children are secure and develop a strong sense
of belonging in the setting therefore feel safe.’
‘Children engage in positive activities and
experiences to help them learn about the
wider community’.
The manager, Denise Tomlinson, was pleased
with the positive outcome and said that she is
very proud of her staff. For information about the
nursery, please call direct on 01727 897602.
Nursery at St Albans
If you work at St Albans and have any
news you would like included in the
next edition of this magazine, please
email [email protected] or
ring the Communications Department
on WGH x8280.
Contact us...
The Trust regularly receives thank you letters
from happy patients and relatives. Below is an
extract from a letter received from a patient
who was recently treated at St Albans.
“The reception staff were very helpful.
Thank you for the excellent care and help
given to me. What a good advertisement
they are for the NHS.”
What our patients say about us?
A new national surgical safety checklist, aimed at reducing the number of patient deaths and
complications resulting from surgical procedures, is now used routinely by all specialties in theatres
at St Albans. The checklist was first trialled by Ophthalmology in June 2009.
The surgical safety checklist, implemented by the National Patient Safety Agency, highlights a
number of important factors, critical events and questions that must be addressed during the
anaesthetics, surgery and recovery phases of a surgical procedure. Members of the team are asked
to respond to specific questions, which not only provides a focal point on critical events, but also
aids development of teamwork and is a useful tool for challenging assumptions such as whether
equipment safety checks have been performed or the availability of instruments.
For information, evidence and films, please visit the following websites www.nrls.npsa.nhs.uk and
www.who.int/patientsafety/safesurgery/en.
Safe Surgery Saves Lives
May 20106
What’s happening on your site – Watford General Hospital
Watford News
If you work at Watford and have any
news you would like included in the
next edition of this magazine, please
email [email protected] or
ring the Communications Department
on WGH x8280.
Contact us... Events diary: Watford
12 May - Pre-Retirement Course
is a full day course that covers the challenges
and opportunities that can arise in retirement,
and then explains in detail the NHS and state
pensions, your entitlement and how to claim
them; the pros and cons of equity release,
different types of saving and investment and the
potential risks involved. The course also touches
on why making a will is not enough to protect
you and your family from inheritance tax and
long term care costs. To book a place, please call
the Training Dept on x7247 or x7964.
13 May - Invitation to afternoon tea
served by members of the Executive Team. If you
would like to book a place please see details on
page 8.
25 May - Feeling Stressed?
Then a course covering “7 Keys to Stress-Free
Living – in the workplace and at home” could be
just the thing for you. The course will run in
Watford at 9.30am. Places need to booked in
advance through the Training Department on
WGH x7247 or x7964.
15 June - Parentline Plus
will be coming to Watford to talk to staff who,
as a parent, find it difficult to balance their work
and home life. The talk will start at 12.30pm
and places can be booked via the Training
Department on WGH x7247 or x7964.
(Photo from left to right: Thom Hanahoe, Trust Chairman, Andy Burnham, Secretary of State for Health
and Claire Ward, MP for Watford).
The Secretary of State for Health, Andy Burnham, officially opened the Acute Admissions Unit (AAU) on
8 February 2010. The Secretary of State visited the AAU to see first hand the state-of-the-art facilities and
meet patients and staff.
Reflecting on his visit to Watford General and the Acute Admissions Unit, Health Secretary, Andy
Burnham said: “It was a real pleasure visiting Watford General to officially open the AAU. I was very
pleased to be able to see how the new model of care works and to hear from the dedicated staff that
are providing excellent medical care, how this system really benefits their patients.”
Health Secretary officially opens AAU
The Trust regularly receives thank you letters from
happy patients and relatives. Below is an extract
from a letter received from a patient who was
recently treated in Elizabeth Ward, Watford
General Hospital.
“I felt I had to send a note to thank everyone for
the excellent treatment I received on Elizabeth
Ward. The staff were so kind and the ward
exceptionally clean. I cannot praise them enough
for taking care of me so well. I would like to
register the fact that the care I had at Watford
went a long way to making the whole
experience a positive one for me”
What our patients say about us?
7May 2010
Two of the Trust’s Consultant Obstetricians and
Gynaecologists have established an Ectopic
Pregnancy Foundation (EPF). It was founded in
the early 90’s to offer support and information on
ectopic pregnancy to professionals and patients.
Laurie Irvine and Malcolm Padwick, along with a
number of other NHS colleagues have recently
gained charitable status for the Foundation
(charity no: 1122286).
The Foundation has also recently updated its
website which features a wealth of information
and advice in around thirty different languages on
the symptoms, the risk factors and the various
different types of treatments available. The
website gets as many as 1,000 hits a week and
includes photographs and video footage of
surgical procedures (these can be viewed under
multimedia).
The EPF also runs a helpline, charged at local call
rates for patients to ring 24/7 and get immediate
help and advice from nurses.
As well as setting up regular training courses for
new doctors in recognising and diagnosing
ectopic pregnancy, the Foundation also sends out
Ectopic Pregnancy
The introduction of One Stop Clinics into the Oral Surgery Service at Watford has made the service
significantly quicker, easier and more convenient for patients.
Previously when patients were told they needed oral surgery they were sent a letter offering them a
date and asking them to ring the hospital to confirm or cancel the appointment. But since the
introduction of the new One Stop Clinics in May of last year, patients requiring surgery now meet up
with the Waiting List Coordinator immediately following their outpatient appointment to agree a
date for their surgery there and then. Patients still receive a letter confirming the agreed surgery date,
but the whole process is much speedier and more efficient, which has brought huge benefits to both
patients and staff.
Improvements in Oral Surgery
Watford News
posters and letters to every A&E department in England, Scotland, Wales and Northern Ireland to
highlight ectopic pregnancy as a possible diagnosis.
Furthermore, the Foundation has acquired equipment to be used to teach junior doctors in the art of
laparoscopic surgery for ectopic pregnancy. This should hopefully reduce the time a patient needs to stay
in hospital.
The Ectopic Pregnancy Foundation would not be able to continue to provide its valuable service without
the generosity of community donations. If you would like to donate to EPF – however large or small – or
you would like to organise a fundraising event, please go to the website www.ectopicpregnancy.co.uk
or contact [email protected].
Dr Ashish Bhagat, a Consultant Radiologist at
Watford, was shortlisted out of hundreds of
entries for an award in the National GC awards
2010: Rewarding excellence in public sector IT.
Ash, as his colleagues know him, has developed
a unique data based intelligence system
(‘Wizrad’), which has increased efficiency in the
Radiology Department by 30% and is much
easier for staff to use than the previous system.
This system, which has the potential to be of
benefit to other departments in the Trust, has
also played a key part in improving the patient
experience.
Well done Ash.
Radiologydevelopment recognised nationally
(Photo from left to right: Laurie Irvine, Obstetrician and Gynaecological Consultant and David Griffin,Clinical Director).
May 20108
To all expectant mothers: Please note that if you fall pregnant whilst takingpart in the childcare voucher scheme, you need to contact eitherComputershare, Payroll or your Childcare Co-ordinator (Barbara Leon-Hunt)at the earliest opportunity in order to ensure that you understand anypotential implications of continuing to order the vouchers.
Childcare Voucher Alert….
Staff Support
Simulators have been used for training and practice purposes in the aviation,
nuclear fuel and car manufacturing industries for several years. More recently,
this training technique has been introduced to train medical, nursing and
allied health professionals. The overall aims of this training are to increase
patient safety, practice error management and improve professional clinical
and team management skills.
It is a particularly exciting time for simulation in the UK and a perfect time for
the launch of the Trust’s Simulation Panel, which was set up to train
Foundation Doctors rotating to the Trust. The Panel was launched in January
with the first meeting chaired by Dr Ratna Makker, Consultant Anaesthetist
and well supported by the resuscitation officers and consultants from other
specialties. The Trust’s Simulation Panel have secured the use of facilities at
the University of Hertfordshire, which is currently the largest UK medical
simulation centre and used for educational and biomedical research activities.
The objectives of the training courses will be to enable Foundation Doctors
to work as a team while experiencing realistic scenarios, as well as becoming
familiar with various bits of essential medical and monitoring systems.
Feedback from an initial session in December was excellent and further
sessions are expected to start in early May 2010. It is hoped that the training
programme will be rolled out to junior doctors from various specialties, e.g.
A&E, Anaesthesia and CMT, as well as to formulate a multidisciplinary
programme that will include midwives, theatre staff and ICU staff.
Introduction of Simulation Trainingat West Herts
Health and Fitness ClassesPlaces are currently being offered on thefollowing courses, but please note, the classes
will only run if there is sufficient demand:• Tai Chi: Monday, 5.15pm at WGH• Yoga: Tuesday, 8am at HH• Rosemary Conley: Tuesday, 5.15pm at WGH• Pilates: Wednesday, 12.30pm at SACH• Pilates: Wednesday, 5.15pm at WGH• Tai Chi: Thursday, 5.15pm at HH• Pilates: Thursday, 5.05pm at SACHPlease contact Barbara Leon-Hunt for further information or to reserve yourplace at the earliest opportunity, either email [email protected] call WGH x7356.
Thank You! As a small token of thanks to staff for all their loyalty and hard work over thepast year, the Trust will be repeating the successful afternoon teas that wereheld last May. Afternoon tea will be held on each site (see below for dates)and the Cadenza String Trio will once again be playing whilst staff enjoy awell-earned traditional English tea served by members of the Executive Team.If you would like to go to one of them, please book a place with BarbaraLeon-Hunt (details below) as soon as possible.• Tuesday 11 May: 2pm to 4pm at the Delimarche Coffee Shop, HH• Wednesday 12 May: 2pm to 4pm at the Spice of Life Restaurant, SACH• Thursday 13 May: 2pm to 4pm at the Spice of Life Restaurant, WGH
The P2P is based upon the six core dimensions of the NHS Knowledge andSkills Framework. The P2P will be introduced for all staff across the Agendafor Change pay bands, 1 – 9 from May 2010.
The P2P is designed to simplify and standardise the use of the NHS KSF as partof the Trust’s Induction and Development Review Appraisal processes.
From January 2010 new staff receive a new-look corporate induction thatemphasises the commitment of the Trust to staff development and tohighlight key priorities such as delivering the Trust Pledge, improving staff andpatient experience, achieving core performance and quality standards.
The P2P ensures that all staff receive a well structured annual DevelopmentReview (appraisal) and Personal Development Plan. Achieving 100%compliance in appraisal for all staff is a key performance standard.
All staff will receive an individual P2P portfolio that will contain informationand guidance around core competencies for their post and theirdevelopment. The portfolio also acts as an individual CPD learning log(Continuous Professional/Personal Development).
Launch of the Passport to PracticeP2P – May 2010
The Leadership Academy Intranet site is designed to be a valuable,accessible resource for staff at all levels. The site provides informationon all Leadership Academy activities, links to related sites andlearning resources.
Managers and staff will be able to download all the information anddocumentation on the Passport to Practice (P2P) including P2Pportfolios.
The Leadership and T&D teams will provide support to managers andstaff in getting to grips with the P2P in practice.
The Leadership Academy
Your Career and DevelopmentPathwaySuccession Planning:Moving on – Personal Development
Second Pay Gateway:Achievement of full P2P PDP and Career Development
First Pay Gateway or Development Review:Assessing core competencies and reviewing P2P PDP
Six Month Review for New and Existing Staff:Agreement to Individual P2P Core Competencies and P2P PDP
Staff New to Post:Corporate Welcome & P2P Local Induction
The core dimensions of the P2P are:
• Communications
• Personal and People Development
• Health, Safety and Security
• Service Improvement
Passport to Practice Core
Staff Awards for Excellence Scheme Winners
Team of the Month(November 2009) Sexual Health Team, St Albans
The Sexual Health Team at St Albans
were nominated by a lady who has
been a patient for over 5 years and
finds the whole team to be very
professional and friendly.
The deadline for monthly nominations is 15th of each calendar month. To nominate please complete a nomination form available viathe Trust website www.westhertshospitals.nhs.uk or contact the Workforce Department on 01923 217388 or x7388 to request a form.
Employee of the Month(November 2009) Penelope Colston, Sister Flaunden
Ward, Watford
Penelope was nominated by the
daughter of a patient who was really
impressed with the care that her
mother received from Penelope.
Team of the Month(December 2009) Nursing Team in the
Acute Admissions Unit, Watford
A patient nominated the nursing
team in the AAU as she thought the
whole team are "incredible".
Employee of the Month(December 2009) Deborah Kempster
Executive PA, WatfordDebbie was nominated by acolleague who has always found herto be very pleasant and goes out ofher way to be helpful, even whenshe is extremely busy.
Team of the Month (January 2010) Theatre Support Workers, Watford
This group of staff were nominated by
their manager as they work flat out,
never fail in their enthusiasm and are
happy to do anything required of
them.
Employee of the Month(January 2010) Israr Ansari
Orthopedic Registrar, Watford
Israr was nominated by a
Consultant who finds him friendly,
uncomplaining and always
professional.
Team of the Month(February 2010) Endoscopy Unit, Watford
Endoscopy were nominated by a
patient who could not praise the
team highly enough for their
tolerance and understanding.
Employee of the Month(February 2010) Aaron Newlan, Equipment Library
Assistant, WatfordAaron was nominated by a wardclerk as she feels “he provides anexceptional service and bends overbackwards to ensure the ward haseverything it needs”
Staff Awards
Team of the Month(March 2010) CNST Maternity Team, Watford
This team were nominated for
outstanding teamwork and
dedication that led to the Maternity
Service being awarded CNST Level 2.
Employee of the Month(March 2010) Mary Soper, Staff Nurse
Day Surgery, St Albans
Mary was nominated by numerous
patients and members of staff who
found her to be an excellent nurse.
May 2010 9
May 201010
Risk
2010 has already proved to be a very busy year as
the Trust develops and improves it systems for risk
management and clinical governance. Many staff
were involved in the preparation for the NHSLA’s
(Litigation Authority) Level 1 general assessment,
which took place in February and required the
review and update of numerous policies to ensure
they reflected NHSLA requirements. Planning is
currently taking place for a further Level 2
assessment later in the year when the Trust must
be able to demonstrate that the policies that were
assessed in February are fully embedded.
The Maternity Service was celebrating in February
when it successfully achieved CNST Maternity
Standards Level 2, with an impressive score of 49
out of 50. The multi-disciplinary team sailed
through a rigorous three part process, which
included reviewing, re-writing and putting into
practice 50 policy guidelines, as well as trawling
through over 2,500 sets of medical notes to
complete 50 separate audits. During the review,
one of the assessors reported that our Maternity
Service was “one of the best services they had
inspected in the past eight years.”
Achieving NHSLA standards at Level 2 and above
across the organisation would demonstrate that
the Trust is providing a safe, quality service.
What’s happening in Risk?
In November 2009 the National Patient Safety Agency (NPSA) launched a new ‘Being Open’
framework. The new framework is a best practice guide for all healthcare staff and offers information
and advice on how to communicate openly and honestly with patients, their families and carers
following a patient safety incident.
In response to this new framework, the Trust is currently working at strengthening its ‘Being Open’
policy, but whilst this work is being undertaken, you may find the extract below from the NPSA’s
‘Being Open’ framework useful:
“The effects of harming a patient can be widespread, patient safety incidents can have devastating
emotional and physical consequences for patients, their families and carers, and can be distressing for
professional involved.”
Being open involves; acknowledging, apologising and explaining when things go wrong, patients
should receive a meaningful apology in an open and timely manner. Saying ‘sorry’ is not an admission
of liability and is the right thing to do.
For further information contact: [email protected] or go to www.nrls.npsa.uk/beingopen
‘Being Open’
The National Patient Safety Agency (NPSA) has
taken on the role of issuing all safety related
alerts through the Central Alerts System (CAS).
Each Trust is required to ensure it has robust
systems in place to issue these alerts through
their own organisation and ensure they are
implemented and monitored.
In July 2009 the Trust’s alert process failed an
inspection on the grounds that the Trust did not
manage the alerts in a sufficiently timely
manner. Since then, the Trust has worked hard
to address some of the issues raised during the
inspection to ensure that it has robust processes
in place to disseminate the alerts appropriately
and guarantee we meet the required deadlines.
Central AlertingSystem (CAS)
Risk
11May 2010
Reporting incidents really makes a difference to patient safety and no, it’s not
just another ‘paper exercise.’ For instance, between June 2005 and May
2009, the National Patient Safety Agency (NPSA) received reports of 44
glaucoma patients who experienced deterioration of vision. This finding
prompted them to send out an alert in June 2009 advising all Acute Trust’s
what they needed to do to help prevent the delay of follow up for patients
with glaucoma.
Here’s how the reporting system works:
• As soon as an incident occurs, it should be reported on an electronic
incident form, which is reviewed by a manager before being transferred
onto the main Datix database. Once the incident is on the database, the
Systems Administrator ‘audits’ it to remove any personal identifiable data.
(Hands up anyone who has filled in an incident form using the words ‘Joe
Bloggs fell onto the floor when getting out of bed?’ If this is you, then next
time you report an incident please remember not to use the name and
simply put ‘Patient fell onto the floor when getting out of bed.’)
• Once the data has been audited, the incident is sent electronically, to the
NPSA, who reviews all incidents and identifies any trends in reported
incidents from around the country. If the NPSA finds that there are
specific themes of problems arising, they issue an alert to all Trusts.
• The NPSA sends out alerts and six monthly reports comparing the incident
data with all Trusts. A summary of these reports is also available to the
public and gives details of how their local trust is performing compared
with other similar sized trusts.
For further information please contact Heidi Buckell, Systems Administrator
on HH x2507.
Reporting incidents - the key to better patient safety
Improving patient safety
The Trust is continually looking at ways to improve its incident reporting
processes and introduce measures to improve patient safety.
Here are some of the measures that have been put in place over the
past year:
• The Trust has rolled out a new electronic incident reporting process across
the organisation. Although there were some initial teething problems with
the new system these are now being corrected.
• To reduce the risk of patient identification issues, the Trust is currently
installing wristband printers into all clinical areas and training staff in how
to print to these from the Patient Administration System (PAS). The patient
wristbands are electronically printed at the bedside and include full name,
date of birth, NHS and hospital numbers. Patients wear only one wristband,
generally white with the exception of patients with known allergies who
are issued with a red one. For further information please contact Jane Ellis,
Practice Development Nurse on WGH x7186.
• A new national surgical safety checklist has been introduced into the Trust’s
operating theatres to help reduce the number of patient safety incidents
relating to surgical procedures. (For full details of this new checklist,
see page 5).
• Learning lessons from incidents, complaints and claims is imperative in
improving the safety of our patients. A national consultation has just
concluded that aims to develop a nationally consistent approach to
managing serious untoward incidents and the Trust is currently updating its
policies to reflect national policy and support better practice.
• In 2009 the Trust signed up to the Patient Safety First Campaign, which
seeks to actively look for examples of harm, examine the causes and learn
from them to avoid future incidences. As part of this campaign, the Trust
has introduced a new Modified Early Warning Score (MEWS) in all its
general ward areas. This is a simple, physiological score system that helps
ward staff to identify when to call for specialist advice and aims to prevent
delay in intervention or transfer of critically ill patients. If you would like to
know more, please contact Sandra Gallacher on WGH x7712 or click
www.patientsafetyfirst.nhs.uk.
May 201012
News in brief
West Hertfordshire HospitalsNHS Trust
Trust’s gets new Non Executive Director The Trust has appointed a new Non Executive Director. Sarah
Connor, who took up her new position in December, is a
Chartered Accountant and has enjoyed a career in financial
accounting and senior finance management in a number of
organisations and commercial companies, including HM
Revenue & Customs and Kodak.
Professor Thomas Hanahoe, Chairman of the Trust said: “I
am absolutely delighted to welcome Sarah on to the Trust
Board. Sarah brings with her a wealth of senior level financial
experience, which I am sure will be invaluable to the Trust.”
How long have you been with the Trust?
I've been working for the Trust since March 2008 having moved from central London to live in Hertfordshire.
In one sentence describe your role in the Trust?
I am responsible for ensuring that governance and risk processes are embedded within the Trust and stand up to external
scrutiny such as incident reporting, managing risks and the implementation of safety alerts and NICE guidance.
What's your average day like?
I would describe it as enjoyable, challenging and hectic. At the moment I'm working on the new Care Quality
Commission’s assurance process for the Trust.
What's the best thing about your job?
Sometimes its difficult to see improvements on a day to day basis, but looking back over the past two years its good to
see that improvements have been made on risk and governance issues.... although there’s still room for improvement.
How do you see yourself developing over the next few years?
I would like my career to develop to a senior management position within governance and risk.
If you had three wishes what would they be?
A bottom-less purse for the NHS would be nice, although I'm not sure it’s on the government agenda. I'd like to be with
the Trust when the new hospital has been built which would be of real benefit to both patients and staff and my last
wish would be for someone to finish off my DIY list!
60 Second Interview with Nick Egginton, Clinical Governance & Risk Manager
If you have any articles or information you would liketo see in the next edition of this magazine, please contactthe Communications Department on WGH x8280.
© Designed by Medical Illustration, West Hertfordshire Hospitals NHS Trust. May 2010
The Trust has reported its lowest number of serious
reported incidents (RIDDORS) for the past five years (an
impressive overall drop of 38.3%). Incidences of slips,
trips and falls (STFs) are also down to an all time low of
just 26 in 2009 (14 staff; 12 patients) compared to 45
in 2008 (29 staff; 16 patients). This is excellent news as
it really demonstrates the effectiveness of the Trust’s
Health and Safety prevention
measures.
Well done to everyone for
their efforts in helping to
make our working
environment safer for staff
and our patients and
please keep up your efforts
to further improve the
safety of our hospitals.
Slips, Trips and Falls Down!!!
Next issue:September 2010
“Where have you lived for thelast 12 months?”This question must to be asked every time a patient begins a new course of treatment.
As we all know, the NHS is first and foremost for the benefit of people who live in the UK. People
who do not normally live in this country are not automatically entitled to use our services free of
charge, regardless of their nationality, whether they hold a British passport or have lived and paid
NI contributions and taxes in this country in the past.
A&E treatment is free to all, and should not be refused. However, all episodes of care after A&E
(including AAU, outpatient appointments, inpatient admissions, maternity services and Special Care
Baby Unit) are chargeable if the patient is not entitled to free NHS treatment.
If there is an element of doubt regarding residency, the patient should be advised that they may have
to pay for their treatment and will be referred to the Overseas Team for a further interview. For more
information contact the Overseas Team on 01923 831541.