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 jean.hickman@whht.nhs.uk

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 jean.hickman@whht.nhs.uk 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 jean.hickman@whht.nhs.uk 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 laurie.irvine@whht.nhs.uk.

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 barbara.leonhunt@whht.nhs.ukor 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: Nick.Egginton@whht.nhs.uk 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.