Summer 2014

RD&Enews

Royal Devon and ExeterNHS Foundation Trust

THE MAGAZINE FOR RD&E STAFF AND MEMBERS

ww

w.r

deh

osp

ital

.nh

s.u

k

Follo

w @

RD

Eho

spit

al

12-13 Pleased to meet you! #hellomyname is at RD&E

07 the safest in the West patient safety update

about clinical trials

it’s ok to ask about clinical trialsPaGe 6

Welcome to the summer edition of RD&E News; bringing you a roundup of all the latest news, activities and achievements at the RD&E.

This summer our focus has been firmly on making sure that we treat our patients with dignity, courtesy and respect. One of the ways we are doing this at the RD&E is through the #hellomynameis campaign - by reminding staff of the benefits of saying hello and introducing yourself to patients. The nationwide campaign, which was developed by Dr Kate Granger following her experiences as a cancer patient, is an important component in providing compassionate care.

The driving forces behind bringing the campaign to the RD&E were Junior Doctors Olivia Jagger and Bethan Loveless, who you may have noticed on the front cover of this edition. Together with the help of over 60 members of staff they produced a series of special videos to help kick off the launch of the campaign this July. You can find out about how they got on on pages 12 and 13.

■ Index04 ConneCtinG Care

latest

06 it’s ‘ok to ask’ about clinical trials

07 the safest in the West

08 meet the RILD staff

09 Volunteers thanked at Chairman’s teaparty

10 our Values and Behaviours launched

11 CliniCal researCh faCility open day

12-13 #hellomynameis campaign

14-16 members and GoVernors section

18 Parkinson’s nurse Specialists welcomed

Page 5

2

NEW EYE CLINIC Liaison sERvicE

WELCOmE

In June we emailed 3,500 of our Members asking them to

complete a survey on redesigning outpatient services. The survey was designed to assess attitudes on current outpatient services and the extent to which Members were willing and able to consider different ways of delivering these services in the future. We had just under a 20% response (34% if you remove those who did not open the email!). Given that the demographics of our Membership base broadly approximates to that of the wider community the outcomes of the survey can be correlated to the views of the general public.

The full results are still being assessed and we intend to reveal the outcomes of the survey at our forthcoming Annual members meeting/members’ Say event in September. Some of the main headlines include:

• Almost two-thirds who responded wanted to have a choice about which hospital to attend.

• The most important issue determining choice was being seen by the best qualified person (96%) followed by waiting times (85%) and then the reputation of the hospital (79%).

Thanks to all of those that responded – your help is greatly appreciated and we intend to do more of these surveys exclusively for our members in the future.

The next paper based survey is included in this mailing and concerns members’ opinions on exploring options for care in older age, your experiences of care services, support and funding and your perceptions on the RD&E’s reputation. Your responses will enable us to shape the development of services now and into the future. Please take time to fill in the survey and respond using the prepaid envelope.

mEmBER suRvEys

We can arrange language translation if you do not speak English. We can arrange British Sign Language interpretation, and also give you this information in larger text. Please ask us on (01392) 403977

ACCESSIBILITY

RD&E News is published quarterly. We’d love to hear about your

projects, achievements and successes. Get in touch if you have a story idea that you would like including in the next edition of RD&E News, and don’t forget we love pictures too so send them in!

Copy deadline for the next issue is Wednesday 24th september 2014. The next RD&E News will be published in early November.

To get in touch, contact a member of the Communications Team:

James Garnett, Communications manager 01392 402833, jamesgarnett@nhs.net

Gwen Powell, Communications Officer 01392 406941, gwenpowell@nhs.net

lucy basten, E-Communications Officer 01392 406186, lucybasten@nhs.net

Or email rde-tr.RDEComms@nhs.net

TELL uS YOuR nEws!

uNSuBSCRIBE?If members would like to be removed from the RD&E mailing list, please contact the Engagement Team on 01392 403977 or rde-tr.foundationtrust@nhs.net

3

Patients and staff at the RD&E recently took part in a memory walk to raise awareness of dementia. The walk around the hospital grounds was part of a week-long programme of activities organised in support of National Dementia Awareness Week (18th - 23rd May).

Throughout the week visitors to the hospital were encouraged to write down their memories of the seasons on memory walls. A service was held in the Chaplaincy Centre, whilst inpatients were entertained by the RD&E’s ‘Rhythm of Life’ choir. Patients planted sweet-peas to grow in the Devon Garden.

Staff were also keen to support the Alzheimer’s Society and organised a cake sale and raffle, raising a grand total of £838 for the charity.

Given the South West’s aging

population, raising awareness of cognitive impairments such as Dementia and Delirium is of significant importance to staff at the RD&E. The Department of Health has recently mandated that all NHS staff should be trained in Dementia Awareness by 2018. In order to provide the best possible care for our patients, the RD&E has already trained over 2,500 clinical and non-clinical staff – a number that has been boosted by a further 236 staff who were trained during Dementia Awareness Week.

Julie Vale, Acting Consultant Nurse for Older People at the RD&E said: “Dementia awareness is something that is at the top of our agenda. We are working towards ensuring that all our staff have the knowledge, skills and confidence to ensure that patients with Dementia receive the right care and support whenever and wherever they come into contact with our services.”

Now close to completion, the therapeutic garden will provide

a space where patients can relax and enjoy the outdoors whilst enabling clinical staff to undertake mobility and cognitive assessments.

The garden is one of 116 projects to have been awarded funding from the Department of Health through the ‘Dementia Challenge: Improving the environment of care for people with dementia’ initiative. It has also received further support from the RD&E’s General

Charitable Funds.

The completed garden will include a circular therapeutic walk, incised ‘decade seats’ and the cabinet of scent. Technical aspects include the garden’s innovative sound system allowing patients the choice of popular music, and the ‘stories telephone box’ with audio tales about life in Exeter to prompt memories from the past.

Corridors on the way to the garden also include a series of popular images from the

1940’s to the 1970’s.

The innovative garden, which is due to be officially opened later in the year, is already being recognised for its ground-breaking ideas. In August 2013 it was selected by the Department of Health as one of just 15 NHS schemes to be used as a case study to inform future policy and strategy.

The project has been coordinated by Stephen Pettet-Smith from Exeter Healthcare Arts. He said: ‘’The project has been a fantastic journey, from initial ideas to consultations and detailed design the team from the RD&E have worked hand in hand with my design team members, Toby Buckland, Dave Saunders and Rick Cresswell.”

The RD&E is getting ready to welcome patients diagnosed with dementia, their families and those who care for them into the new Devon Garden.

Staff and patients on the memory Walk around the hospital.

DEmENTIA AWARENESS wEEk 2014

The Devon Garden blooms into life

The new Connecting Care way of working has been introduced across

50 areas of the Trust since its official launch in January – ensuring nearly 3,000 staff now have access to its tools and techniques.

Training and implementation is also in progress across a further 60 areas of the hospital and between now and June 2015, another 80 areas are due to be trained up.

The roll-out is being managed by the Service Development Team, who said there were many ‘excellent’ examples of teams from different areas starting to work together on common problems and ideas. The

introduction of Connecting Care’s ‘Observe & Support’ tool, in particular, allows people to make new connections and partnerships to improve services.

Jonathan Probets, Service Development Facilitator, said: “I think Connecting Care has already reached a tipping point in both popularity and productivity. Demand for tools like Comm Cell is really high, and the teams I work with are genuinely enthusiastic about this opportunity.”

Although the focus so far has been on clinical areas, Jonathan is positive about how Connecting Care is being adopted in non-clinical areas.

He said: “I’ve seen real passion and ownership in administrative areas like Health Records – people want to work in this new way and co-operate with other teams. This takes a bit of courage and leadership, but it’s quite inspiring when you see members of a team contribute their opinions and ideas which then result in a better way of working.”

• If Connecting Care has not yet been introduced in your area, check out the dedicated Connecting Care site on IaN for an overview of the programme. Existing users can also find new tools and templates for use on Comm Cell.

LATEST NEWS

CASE STuDY: GEnERaL ThEaTREs

CASE STuDY:inTEnsivE caRE

General Theatres has been using the Comm Cell information board since May, and it’s already giving their work a sharper focus.

The Comm Cell is a central meeting point for staff to come together once a week and review activity, performance, successes and any issues hampering the team from working at their best.

The issues raised can be small - a faulty door or a shortage of linen - or much larger, such as appropriate numbers of staff of duty. But in both cases, the Comm Cell promotes better team communication and gives managers a clearer opportunity to act on any intelligence staff give them.

Simon Rutter, Improvement Co-ordinator, Surgical Services, hopes that once other areas get their own Comm Cells, wards and departments – crucially those with a stake in the patient pathway - will start to ‘connect’

up in new ways to improve patient care.

Simon said: “Once everyone’s Comm Cells are up and running then these parts will cement together. An issue that gets raised on our board might appear in a similar way on another board on a ward, but from their point of view.”

4

marie’s top tips 1. 1 Keep the information you are trying to

show simple and visually eye-catching

2. If at first you don’t succeed in engaging staff– persevere. As soon as they see that an issue has been resolved they will start to see the benefits.

Simon’s top tips1. Encourage staff to use the board and

ensure they get a response

2. Really think about what you want on the board and what is going to have the biggest impact

3. Act quickly on issues raised

4. make it stand out so it catches people’s attention

5. Keep the board neat and tidy.

Staff from General Theatres gather by their Comms Cell

STAFF in the Intensive Care unit (ITu) now have a more structured way of discussing issues and presenting information. matron marie Toghill and her team have been using the Connecting Care Communication Cell (Comm Cell) since may.

The Cell presents a highly visible snapshot of key performance, staffing and other key information.

marie and other senior colleagues lead meetings at the Comm Cell twice a week to discuss and update the board’s information and each one is attended by all grades of staff.

Crucially, the Comm Cell provides regular opportunities for staff to review the area’s performance as a whole and spot issues quickly. They can then problem-solve as a team, and identify actions with more speed than before.

marie said: “The Comm Cell allows the staff to raise concerns or issues, knowing that there is a clear escalation route.”

“It’s quite empowering when staff are being listened to and that we can help them make changes.”

5

As a joint venture between Paediatrics and the ED, PAU aims to deliver high

quality care to children.

PAu provides close observation of children and a senior paediatric clinical review, ensuring safe discharge and an enhanced patient experience. An overnight stay is also frequently prevented, reducing unplanned

paediatric admissions and enabling more children with specialised conditions to be looked after as inpatients.

Feedback from parents has been very positive:

“Excellent. Very friendly and reassuring staff and very friendly atmosphere. Nice to be a specific area for children/babies.”

“Having been in ED a couple of times previously I feel it is much more appropriate to be in your PAu. The environment feels more relaxing for the child and parent and when you have a very mobile, albeit breathless, toddler it was much easier to manage”

The unit is also benefitting the RD&E as a whole. PAu improves flow through the ED, decreases hospital

breaches and prevents unnecessary admissions (decreased by 11% from 2012 to 2013) providing greater capacity for specialist paediatric services. Breaches have decreased from Jan –Dec 2012 to Jan-Dec 2013 for both GP and ED referrals.

PAu is still in an infancy phase. Future developments include looking at increasing opening times, improving and extending the physical space and increasing skill sharing between ED and Paediatrics to ensure that the same level of care is provided for all children presenting to the hospital.

PROVIDING HIGH quALITY CARE foR chiLDREn

Stephanie was an active single mum with a busy full-time job, when her life was derailed by a rare condition. She began to fall asleep suddenly, and lose control of her body during strong emotion.

She found herself unable to work and missing quality time with her son – until she was diagnosed with narcolepsy (which

caused her to fall asleep) combined with cataplexy (which caused her loss of bodily control).

She told her story at a sleep conference (14th may) organised by the university of Exeter medical School and the

RD&E. She said: “I lived with extreme tiredness for so long, and it had a severe impact on my life. We really need to share information on conditions like this, to avoid others going undiagnosed.”

Professor Adam Zeman, who diagnosed Stephanie and treated her at the RD&E, was co-organiser of the conference. He said: “Sleep is essential for our physical and psychological well-being. But despite this, sleep education and medicine have been neglected areas. ‘Waking up to Sleep’ provided an introduction to sleep biology and medicine. As well as reviewing the full range of major disorders of sleep, we highlighted local services for patients.”

Stephanie is now on treatment for both her sleepiness and her cataplexy, and it is having a dramatic impact on her health. She is making a phased return to her part-time job, and is rebuilding her social life.

CONFERENCE HELPS mEDICS WAKE uP TO sLEEp DisoRDERs

A new service has been launched at the West of England Eye Unit (WEEU) to support people with a newly diagnosed visual impairment. The service offers information and advice, signposting to support services, and help for patients to register their condition. WEEU is the first Ophthalmology Department south of Bristol to offer a liaison service.

When a person loses their sight, the support they receive from an Eye Clinic Liaison Officer (ECLO) is vital, helping a person to come to terms with blindness and live as independently as possible.

ECLO Tracy Wilson is funded through Action for Blind People. She has worked in the field of visual impairment for a number of years and is herself sight impaired.

The service is available to patients of all ages. Referrals can be made through a healthcare professional or self-referral. Relatives and carers can make use of the service too.

The service is available 9am – 5pm monday, Tuesday, Thursday, Friday. On Wednesday it can be accessed by telephone or email.

Please contact the ECLO on 01392 406043 or 07850212302 or tracywilson5@nhs.net

NEW EYE CLINIC Liaison sERvicE

It is now 18 months since our Paediatric Assessment unit (PAu) opened providing a designated area for children to be assessed and treated adjacent to the Emergency Department.

Page 7

ThE safEsT IN THE WEST

Tracey Wilson

(pictured right) with

Sister Sue Harris

It was International Clinical Trials Day on 20th May, and RD&E staff were again

keen to spread the message that it’s ok to ask about clinical research.

Clinical research is at the very heart of the NHS and helps us improve treatment options for patients. At the RD&E, research is carried out through the National Institute for Health Research (NIHR) Clinical Research Network (CRN): South West Peninsula, which the Trust currently hosts. It operates across England through a national coordinating centre and 15 local branches.

To raise awareness of the importance of research, International Clinical Trials Day is celebrated every year on the day James Lind started his famous scurvy trial. The event was marked at the RD&E with information stalls manned by the research team, and a poster display for clinical staff showcasing on-going Trust research and collaborations with the university of Exeter.

Research staff also used the day to promote the ‘Ok to Ask’ campaign - encouraging people to ask their doctor, practice nurse or local hospital if they are interested in taking part

in research. It was developed in response to a survey which showed that less than 21% of patients felt confident to ask their doctor about taking part in research.

elena (pictured centre) with research staff from the Royal Devon & Exeter NHS Foundation Trust and university of Exeter at the poster presentation on International Clinical Trials Day.

IT’S ‘OK TO ASK’ ABOuT CLINICAL TRIALS

Clinical Trials Fact File■ There are 500 clinical research projects currently running at the

RD&E.

■ 4000 patients were recruited to projects at the RD&E in 2013-2014.

■ According to patient feedback 93% of RD&E patients believe research should be a normal part of healthcare.

■ In 2013 more than half a million NHS patients chose to take part in nearly 3000 clinical research studies in the uK.

ELENA’S STORY:For patient Elena Lilley, taking part in a clinical trial to improve her kidney function proved life changing. Elena was first diagnosed with atypical haemolytic uraemic syndrome (aHUS) in 2005, which left her needing to travel from her home in Barnstaple to Exeter three times a week for plasma exchange treatment. In April 2010 doctors suggested to Elena that she would be a good candidate for a trial using a new drug called Eculizumab. “It was quite daunting, but I was always positive about it. I thought, if it doesn’t work for me then it might help someone else.” said Elena.

Throughout the three-year trial, she received the drug intravenously at the RD&E. She has since seen a remarkable improvement in her kidney function – from 5% to 20% - and continues to receive the drug. Elena said: “It has made an indescribable difference. I’ve got more energy and was able to take on a full-time job. It really has completely turned my life around.”

6

If you would like to know more about taking part in clinical trials at the RD&E please contact Alison Potter, Nurse manager – Clinical Trials, on 01392 406901or alisonpotter@nhs.net

see inside our Clinical research facility on page 11

meet more of our research staff on page 8

7

Although the Trust has an excellent safety

record and errors are very rare, we work in a human system and errors can and will occur. Where they do happen, we must work closely with colleagues, patients and their families to learn from them and take actions to minimise or prevent the risk of the same error happening again. The Trust’s Incident Review Group was formed two years ago and meets every month to focus on this.

The Group ensures that the incident investigation identifies the root cause and that there are improvement actions in place to ensure a similar incident doesn’t happen again. The Group publishes a newsletter after every meeting, describing the clinical errors in detail, along with recommendations, for the benefit of staff learning and practise. It is shared widely and published on the Trust’s intranet.

Berni said: “We are committed to the transparency agenda and we share lessons learned from all Serious Incidents, not just Never Events with the patients, their families and the staff involved.”

Patients are at the heart of everything we do. We are committed to improving their

experience of healthcare and protecting them from harm.

The latest data shows the RD&E is now the safest hospital in the South West and we have achieved this gold standard by focusing on patient safety in a range of ways. One of the most effective is the national NHS Safety Thermometer prevalence survey, part of the national ‘harm free’ care programme.

On the second Tuesday of every month the RD&E ward matrons and now members of the Trust’s Board of Directors talk to patients and view their medical and nursing records to look for any harm that may have occurred. The results of the Safety Thermometer are presented to the Trust Board of Directors and shared nationally.

The goal of the programme is to deliver harm free care to at least 95% of patients and this year the Trust has seen its position improve from 97.57% to 98.07%. This is the best in the South West area and something to celebrate, and it makes us even more determined to maintain this position.

The harm-free programme’s core message is this: don’t deal with safety issues in isolation - think about complications from the patient’s perspective and aim for the absence of all harm to each and every patient.

Initially, the harm free programme focused on harm from pressure ulcers, falls, urinary catheter infections and venous thromboembolism (VTE – deep vein thrombosis and pulmonary embolism). New Safety Thermometer tools are now being developed for medication safety, maternity

and paediatrics and the Trust has contributed to their development by testing them out in their pilot form.

Our innovative approach to the NHS Safety Thermometer has been recognised nationally and in may we were asked to participate in the national evaluation of the tool. Researchers from the university of Leicester spent the day on the floor with matrons talking to them and their clinical teams finding out how they use the thermometer tool to drive improvements in the harm free care.

The visit was a great day and a real opportunity for the teams to celebrate their successes in how they use NHS Safety Thermometer and, more importantly, the improved outcomes for patients.

I would like to thank everyone for their work on this. It is making a huge difference.

In line with national guidelines, we now publish information about nurse staffing levels on wards, including the percentage of shifts meeting their agreed staffing levels.

This initiative is part of the NHS response to the Francis

report - an investigation into the failings at mid Staffordshire NHS Foundation Trust which called for greater openness and transparency in the health service.

You can see our nurse staffing levels on the RD&E’s website: www.rdehospital.nhs.uk

THE SAFEST in ThE wEsT

SAFER sTaffinG

By Berni George, Lead Nurse, Patient Safety & Risk

LEARNING FROm inciDEnTs

OuR VALuES &BEhaviouRsPage 10

Tracey Cottam, Director of Transformation and

Organisational Change with matron Jo Churchill on a recent

Safety Thermometer Day on Okement Ward

mEET THE RILD sTaffFollowing the VIP launch event

in June, the new Research Innovation Learning and Development (RILD) building is now fully open for business. The building is a partnership between the RD&E and the University of Exeter Medical School and acts as a centre of excellence for clinical research.

Inside the doors of RILD, there are several floors of professional training areas and clinical research laboratories, which enable a range of multidisciplinary staff to learn together and apply their knowledge to improve patient treatment and care. We took a look inside RILD to meet some of the staff who are making the building come alive every day.

Clinical Trials Research Nurse Manager

“I am one of the Clinical Trials Research Nurses. I manage the nurses who work in division 4 & 5 of the RD&E clinical research network. These divisions include neurology, dermatology, Dendron,

primary care, public health and musculoskeletal. I also manage my own profile of research studies mostly in the area of Rheumatology.

how do you feel about being in rild? I love being in the RILD building and feel really pleased to have such an amazing facility to work in. The research facilities are state of the

art and it is with real pride that you can welcome a research participant into the building. Often people who are taking part in research do so despite that fact that there is no benefit to themselves, so it great to have a wonderful facility that makes taking part in research as comfortable as possible.”

Head of Professional Development

“I take responsibility for the learning and development for all staff, which underpins evidence based practice for individuals and teams. In a nut shell that means me and my team are involved in teaching / developmental opportunities to staff, in order to ensure they

are competent to deliver safe and compassionate care whatever their role whilst being encouraged to think about their developmental needs for the future. This ranges from induction sessions, to clinical skills training, to accredited programmes covering the whole breadth of healthcare skills. We also support the workforce of the future through pre-registration and work observation activities.

how do you feel about being in rild?

The RILD has been a fantastic opportunity to embrace and enhance multi-professional teaching through the facilities and resources we now have. To house education for all staff and research into one building so we can learn from each other and share practice, all contributes to the RILD being a centre of excellence.”

Principal Clinical Scientist/ NIHR CSO fellow

“I am a Clinical Scientist in the Blood Sciences laboratory but also a member of the Diabetes Clinical Research and Precision medicine Team. We are interested in ensuring people get the right medicines at the

right time for the very best treatment and outcome. We are doing this using a combination of genetics, biochemistry and clinical observation.

how do you feel about being in rild?

The RILD has brought together research teams from across the Peninsula together under one

roof! We are already seeing the benefits of different groups of scientists and medics, each with their own specialities and strengths, working together to answer difficult questions from a unique view point. It is very exciting times and the RILD is a wonderful facility for the RD&E and uoE medical School.”

Clinical Research Nurse

“I am one of a team of Clinical Research Nurses. I work mainly on diabetes studies looking at the progression of and treatment response in type 2 diabetes. This involves the recruitment and screening of volunteers and seeing them during study participation.

Typically, we will be taking blood samples, blood pressure readings and anthropometric measures.

how do you feel about being in rild?

It’s an impressive building! Our clinical area is light and airy which helps the staff to make the participants experience a positive one. We now have more single

rooms in which to see volunteers, which helps our participants feel at ease when we are discussing personal issues. We share our facility with other research networks. under one roof we have multi-disciplinary research staff and genetic laboratory technicians and scientists making it a very dynamic and professional environment to work in.”

8

Dr Tim McDonald,

Debbie keetch

Gayle Githens-Mazer

alison copp

9

Over 100 volunteers from across the Trust gathered in Oasis Restaurant for a special afternoon tea hosted

by Chairman James Brent and the Board. The event was designed to recognise the on-going commitment and dedication of all the volunteers at the RD&E and to say thank you for their hard work throughout the year.

The special guests enjoyed an impressive spread of sandwiches and cream tea, whilst chatting with fellow volunteers, members of the Board and Non-Executive Directors.

Chairman James Brent said: “I am delighted to have hosted this event to acknowledge our volunteers much appreciated commitment to the RD&E. Since joining the Trust, I have become very aware of how important our dedicated volunteers are in ensuring that the hospital is a friendly and hospitable environment for our patients and their visitors. ”

VOLuNTEERS THANKED AT chaiRMan’s TEapaRTy

Come down to the Quay on Sunday 14th September 2014 and help support the Exeter Lions Club’s ‘Bramble Children’s Play Fund’.

Dress up as your favourite animal and take part in the 5K run, at 11am, or the sponsored 2.5K walk, at 12.30pm, from Piazza Terracina.

Proceeds and sponsorship money will go towards refurbishing the outdoor play

area at Bramble Children’s unit.

Register online at https://endurancecui.active.com/event-reg/select-race?e=9169753

For sponsorship information visit https://mydonate.bt.com/charities/bramblechildrensplayfund-exeter

Please contact Julian Chadwick on 01626 890723 for more information.

Walk with the Lions or Run for Bramble

Spring Extraordinary People

As our Extraordinary People Awards head into their second year, we have

recently announced a fresh round of Spring winners:

excellent Care – amu team

In nominating the team Alison Wootton, Assistant Director of Nursing, said: ‘The staff in this area treat up to, and often over, 70 patients a day. The care that they provide to each individual is phenomenal and delivered with the utmost compassion.

exceed award – eunice Czochra

The nursing workforce was struggling to easily identify the number of vacancies that exist and Eunice was asked to set up a new report that could

work this out. By creating a new prototype report she has made something very complex, easy.

exemplar award – matthew bryant

matthew, Divisional Director, medicine, was nominated by Alison Wootton: ‘He is driven, enthusiastic, motivating and truly inspirational. Running a division is incredibly complex but he has a vision of ‘patient centred’ high quality care that is the focus of everything he does.’

extra mile individual award – Julian marks and iain morris, security dept

They were nominated by Alison Knowlton and Carole Boulanger after a distressed patient had climbed some scaffolding. ‘Both Officers put the safety of the patient and others above their own. They behaved professionally, whilst showing empathy with the patient.’

extra mile team award – urology team

Over the past 18 months the urology service has undergone a transformation. Every member of the service has gone above and beyond the call of duty. The Admin staff have been relentless in their focus and ingenuity, whilst nursing, medical and managerial staff have supported each other through challenging times.’

Volunteer award – ted Goff

Ted Goff was nominated by the staff of the main concourse. They describe Ted as ‘someone who has boundless energy and willingness to help and support everybody. He volunteers at the reception area directing patients and often does extra time when other volunteers can’t.

exceptional Contribution award – staff festival team

Our Staff Festival Team are described by our Chief Executive as a self-motivated group who, following feedback from staff, decided to organise the first RD&E Staff Festival, to celebrate staff’s hard work in its 10th year as a Foundation Trust.

What does this mean for me and all the staff at the rd&e?

The RD&E has always had a core set of values to help us deliver our vision of providing safe, high quality, seamless services delivered with courtesy and respect. However, staff felt that it was important to develop these words into actions. Over 200 members of staff contributed to the discussions and helped to produce our new ‘Values and Behaviours’ charter. The Values and Behaviours set out how we will put our vision into practice, by guiding and influencing how we behave, enabling us to deliver the best possible care.

■ I provide the highest standards of care and service treating every individual with compassion, courtesy and respect

■ I treat colleagues and patients the way I expect to be treated

■ I play my part in reducing inequalities in experience, access or outcomes between different people

■ I don’t ignore people or fail to listen■ I don’t promote personal beliefs and

opinions with patients■ I always treat everyone as equals

FAIR

NES

S ■ I am open and keep my colleagues/patients informed and explain what is happening

■ I accept that difficult decisions have to be made

■ I contribute to a climate where the truth can be heard and the reporting of, and learning from, errors is encouraged

■ I don’t blame others or hide mistakes■ I try to accept difficult decisions even if I

don’t agree with them■ I don’t back away from challenging

poor practice and behaviour

HO

NES

TY, O

PEN

NES

S &

INTE

GRI

TY

■ I help to maintain privacy and dignity and ensure confidential information is kept safe and secure

■ I treat everyone with respect and use #hellomynameis when interacting with patients/public

■ I value every person as an individual, respect their aspirations and seek to understand their priorities, abilities and limits

■ I never forget we are here to provide a service to patients

■ I don’t criticise colleagues or disagree with them in front of patients and other staff

■ I always take others seriously

■ I include my colleagues/patients in actions/decisions that affect their daily working lives

■ I encourage colleagues to share their views, ideas, hopes and fears

■ I learn from mistakes and ask for support where necessary

■ I don’t appear unapproachable or moody

■ I strive never to be unsupportive of changes or new ideas

■ I don’t deliberately exclude colleagues

Royal Devon and ExeterNHS Foundation Trust

our Values&BEHAVIOuRS

10

RESP

ECT

& D

IGN

ITY

INC

LuSI

ON

& C

OLL

ABO

RATI

ON

11

The National Institute for Health Research (NIHR) Exeter Clinical

Research Facility (CRF) opened its doors to the public on the 3rd June. The event gave visitors a behind the scenes look with guided tours by CRF Manager Gill Baker.

The centre, which has been open in the RILD building for six months, is a partnership between the university of Exeter medical School and the RD&E. The facility hosts investigative and intensive physiology

rooms, three wards, and two floors of laboratories and tissue biobanks.

During the tour, visitors viewed the consulting and ward areas, saw diagnostic facilities such as the ‘bod pod’ (pictured above), and watched Vascular Scientist Clare Thorn, demonstrate using a microscope to look at blood flow in our capillaries. They also learnt about the CRF’s research, chatted to the CRF Steering Committee and heard from CRF Clinical Director Prof Andrew Hattersley.

Over 40 visitors to the open day also used their visit to join the Exeter 10,000 project, which aims to collect samples from 10,000 people. The samples are stored in the CRF’s biobank freezers and are used anonymously by a range of research projects at the discretion of the CRF Steering Committee.

Interested in joining the Exeter 10,000 project? Visit www.exeter10000.org or telephone 01392 408181.

“Hi. I’m Jennie Huyton the Trust’s new Discharge Lead. You may have already seen me around and about the hospital?! (If you haven’t you soon will!)

I want to tell you all about the ‘imminent discharge revolution’ coming to a ward near you.

We want our patients, their families and/or carers to leave hospital feeling informed and supported, and so we are working towards changing our ways and thinking about patient discharges.

my mission: to educate, support and promote better discharge planning. This isn’t another ‘whim’ or a ‘fad’. Everyone needs to be engaged and enthusiastic in making discharge a high priority in patient care.

So, what’s the plan? Well, I’m currently in the process of recruiting an army of link practitioners on the wards. If you’re interested in becoming one, then please contact me. A ‘discharge information booklet’ is being created which can be given to patients on admission, explaining the discharge process. I will be working closely with several wards trialling pre-lunch discharges, as well as developing training and education packages on discharge planning.

This is a real chance to make real changes.

I look forward to working with you all.”

the disCharGe reVolution: COmING SOON!

cRf OPEN DAY

The Dermatology Department has received its 2000th referral via their Teledermatology Service for GPs, using the ‘Advice and Guidance’ arm of Choose and Book (C&B). C&B allows GPs to attach digital photos to their electronic advice requests. The service, which was set up by Dr Carolyn Charman, has attracted interest across the uK, and seen the department contribute to a PCC publication ‘quality Standards for Teledermatology’.1

Advantages of the service■ Significantly reduced tariff per case

compared to outpatient referral.

■ Rapid access to Consultant Dermatologist advice (maximum 3 working days).

■ Patients with non-melanoma skin cancer can be triaged directly onto skin surgery lists, with significant tariff savings and more efficient patient pathways.

■ Rapid educational feedback and establishment of teaching image bank to improve dermatological care in the community.

Patient outcome data Analysis of the first 1000 patients over 6-months following their Teledermatology referral has been carried out by the RD&E in conjunction with the NEW Devon CCG.2

■ 60% of referrals are managed in the GP surgery following teledermatology referral

■ 6% are referred to community dermatology services eg GPSI clinics

■ 22% are seen in the Dermatology Clinic at the RD&E within 6 months of referral

■ 12% of patients are triaged directly for skin surgery.

Future developments The C&B service is being upgraded to a new NHS e-Referral Service in November 2014. The new service will support increased use of modern technology (mobile phone Apps, e-mails, text reminders), with enhanced Advice and Guidance functionality.

Dermatology Department leads uK NHS Teledermatology

references

1. uK quality Standards for Teledermatology. http://www.pcc-cic.org.uk/article/teledermatology-commissioning-guide

2. Charman C, Whitley H, Bogucki P. Teledermatology using ‘Choose and Book’: a review of 1000 patient referrals. Br J Dermatol 2014;171 (suppl. 1):138.

#HELLOmY NAmEIS Page 12

12

PLEASED TO MEET you!This July, we launched our

#hellomynameis campaign reminding staff to make a simple personal connection with patients when caring for them - just by saying hello and introducing themselves.

RD&E Junior Doctors Olivia Jagger and Bethan Loveless have played a central role in bringing the campaign to the RD&E and were the driving forces behind a week of activities that saw over 400 members of staff pledge their support.

They were inspired to take up the national campaign after hearing from its founder Dr Kate Granger. Dr Granger is an elderly medicine registrar with terminal cancer, who became frustrated with the number of staff who failed to introduce themselves during her time as a patient.

To promote the campaign, Bethan and Olivia, along with dozens of other RD&E staff, helped to produce a series of videos with individuals explaining what #hellomynameis means to them. Staff could also visit a stand in Oasis Restaurant to make their pledge and take a selfie photo with the campaign poster to share on Twitter. And to keep #hellomynameis at the top of the agenda, Bethan and Olivia visited Divisional meetings and Care matters training throughout the week,

and also attended the new Junior Doctor Induction sessions.

Bethan said: “Sometimes it’s easy to think that you have introduced yourself to a patient when really you haven’t. You don’t have a lot of time as a Junior Doctor but this is a simple thing to do that can make a really positive impact. It’s a small thing that doesn’t take any time and costs nothing.”

Olivia added: “It’s important that patients know we see them as individuals - that we value you as a person and not just a patient. Sometimes patients are letting you in on some really personal and challenging things and so it’s important to humanise the situation.”

Find out more at www.hellomynameis.org.uk or follow #hellomynameis on Twitter.

To promote the campaign at the RD&E, we filmed a series of special videos. Over 60 members of staff from across Trust popped into RILD to film short video clips explaining why the campaign is important and to pledge their support. A selection of the clips became part of the RD&E’s corporate #Hellomynameis video, which has had over 2000 views since it was launched in mid-July. Everyone who took part

were also given a digital copy of their own video to share with colleagues and friends on social media. Take a look at the videos by visiting our website www.rdehospital.nhs.uk

VIDEO sTaRs

“It’s Important that patIents know we see them as IndIvIduals -

that we value you as a person and not just

a patIent.”

13

Okement ward patient molly Goff [pictured in tartan dressing gown]: “IT’S VERY ImPORTANT TO KNOW WHO IT IS. IT’S mORE FRIENDLY AND IT PuTS YOu AT EASE.”

RICHARD mAY – GovERnoR pRofiLE Page 15

Here’s just some of the staff who have pledged their support to the campaign.

Visit the IaN page to find out more, and pledge your support by tweeting us a selfie to @RDEhospital and using #hellomynameis.

#hellomynameis…

14

WELCOmE TO YOuR mEmBER anD GovERnoRs sEcTion!

Our Annual members meeting for 2014 is due to take place on saturday 27th september. As last year, we will combine our Annual members meeting with a ‘members Say!’ event.

Held exclusively for members of the Trust, the event provides the opportunity to take part in our ‘medicine for members’ talks.

As well as being able to meet hospital staff, Governors and Directors, part of the day also includes the Trust’s annual members meeting

offering the chance to hear from our Chairman and the Chief Executive who will be sharing highlights of the RD&E’s past year.

Space at this event is truly limited and places are available on a first come, first served basis. If you would like to attend, please reserve your place early to avoid disappointment.

further details of the sessions are outlined in the enclosed invitation to make it easy for you to book your sessions in advance.

The process for this year’s elections to Council of Governors is now underway. At the time of writing, we do not yet know if voting will be required but if it is voting will take place during August and September.

Where a vote is needed, voting papers were due be sent out to members on 19th august. Votes must be returned by 9th september, with election results declared by the RD&E on 10th september.

The Council of Governors is accountable to the local community and the Trust. members and the opportunity to vote for your representatives on the Council of Governors is a vital part of ensuring your views about the Trust are heard. So please remember to vote.

ANNuAL mEmBERS mEETING SATuRDAY 27TH SEPTEmBER

Did you know that, as an RD&E member, you are entitled to the same NHS discounts as our staff? All you have to do is register online at www.healthservicediscounts.com and you can enjoy discounts, offers and deals on everything from shopping and holidays to financial services and utilities.

Discounts. You can only claim your discount online and must register with the Health Service Discounts website to benefit from this scheme.

members Can enJoy health serViCe disCounts!

ELECTION TO THE COuNCIL OF GOVERNORS

“members and the opportunIty to vote for

your representatIves on the CounCIl of

Governors Is a vItal part of ensurInG your vIews about the trust

are heard.”

mEET RD&E GOVERNOR RichaRD May

Since the start of 2014, our new Engagement Team replaced the Foundation Office. The team members include:

marie taylor - Engagement manager

Jenny Jones - Engagement Officer

lorraine howe - Department Secretary

As a member, you can still contact us in exactly the same way. The phone number remains 01392 403977 or you can email rde-tr.foundationtrust@nhs.net

mEET THE enGaGement team

1. What’s your background?

A Yorkshireman by birth, I trained as a civil engineer and enjoyed a career constructing infrastructure around the uK. I spent the last 30 years of my working life involved in the waste management industry and running a local company. Retiring in 2006 I almost immediately became in need of local health services initially for a hip replacement and subsequently for cardiac surgery.

2. Why did you want to become a Governor?

It was my experiences during these episodes in my life which awakened an interest in the workings of the NHS and the way in which individuals are handled at these crisis points in their lives. This was about the time that the way patients were dealt with during their treatment was becoming a real focus for health professionals. At the same time, I received a routine mail shot asking me to become a member of the RD&E Foundation Trust and eventually had the opportunity to apply to become a Governor.

3. What was the process that you had to go through?

I attended a couple of meetings of the Council of Governors as a member of the public to see how it worked. I drafted a short election statement and then waited a few weeks to see what the result would be. No one was more surprised than I was to get elected in 2008, so I have now been a Governor for six years. I have enjoyed almost every minute since then, making a contribution with my colleagues to the scrutiny of the Trust’s performance and to the forward planning of the RD&E. In 2010, I was elected by my fellow Governors to become the Lead Governor to act as the main contact point for the Trust’s regulator and to assist in managing the business of the Council of Governors.

4. What is it like being a governor?

The Foundation Trust is accountable to its membership and so Governors are appointed by the members to look after their interests and to hold the Trust to account. Governors appoint the Chairman and the Non-Executive Directors to the Board of Directors of the Trust. They in turn appoint the Executive Directors who are, of course, the professional managers who organise and run the RD&E day to day. There is therefore a direct link between the members and the people who operate the RD&E. This a two way link, so that members concerns and aspirations are fed into the Trust and the results and responses are fed back to the members via the Governors. As a member of the Council of Governors we meet formally, four times a year to receive reports on the performance of the RD&E and to take part of the formulation of strategy & plans for the future. We also meet separately on Governor Development days to delve deeper in to details of the provision of services and the expectations for the future.

One of the challenges we face as Governors is trying to maintain and enhance the participation of the membership and the general public in the work of the RD&E. Not many people are aware of the role of Governors in the running of the Trust and I would like to see their profile enhanced among the membership and the other organisations who are interested in the well-being of the RD&E.

5. Would you encourage others to become a Governor?

The Trust plays such an important role in all our lives and so the way it is run and the services it provides are crucial to our community. Playing a part in the governance of the Trust is a tremendous opportunity and privilege and a great way to put something back into the community.

Here you will find all the information you need to know about the latest news and events for members and the Council of Governors.

LIVING sMokEfREEPage 17

“one of the ChallenGes we faCe as Governors Is tryInG to maIntaIn and

enhanCe the partICIpatIon of the membershIp and

the General publIC In the work of the rd&e.”

15

2014 board meetinG dates are:■ Wednesday 24 September

■ Wednesday 29 October

■ Wednesday 26 November

start time and VenueBoard meetings start at 2pm. They are held in the new Research, Innovation, Learning and Development building (RILD) on the RD&E Wonford Hospital site. RILD is adjacent to Peninsula medical School. The room used for the meetings is on the ground floor and is accessible by wheelchair.

board PaPers

The agenda and reports are available to view and download from the Trust’s website at least two working days before the scheduled Board meeting date. A small number of hard copies of the papers are supplied at the meeting.

meetinG format

The public has a designated seating area to observe the meeting discussion. At the end of the public session the Chairman will ask those in attendance whether they would briefly like to ask a question. It is asked that this question to be related to an item on the meeting agenda. The Board will then move into a confidential session and the public will be asked to leave the meeting.

There is no need to book to attend but if you would like more details, please contact the engagement team on 01392 403977 or email rde-tr.foundationtrust@nhs.net.

all CounCil meetinGs are 2-4Pm- monday 13 October

Venue: Research, Innovation, Learning & Development building (RILD), RD&E, Wonford, Barrack Road, Exeter.

All Foundation Trust members are welcome to attend. There is no need to book but if you would like more details, please contact the Engagement Team on 01392 403977 or email rde-tr.foundationtrust@nhs.net.

board of direCtors meetinGs 2014

COuNCIL OF GOVERNORS mEETINGS

16

Let the Engagement Team know so that we can still keep in touch with you. Call us on 01392 403977 or email rde-tr.foundationtrust@nhs.net

Have your contact details changed?

We are always looking to recruit more Members to help us shape our services. Our Members play a vital role in providing feedback and support on how local health care is provided

If you enjoy being a member or think you know someone who would like to join us then please spread the word.

Becoming a member is free. You can be as active and involved with the RD&E as you want. As a member you get to have a greater say in how our services are run and can attend events such as members Say and medicine for members to gain a deeper insight into the care we provide. You will be able to vote for representatives on the Council of Governors or even put yourself forward for election. You will also receive regular updates from us in the form of our quarterly newsletter RD&E News.

So if you know someone who would like to become a member, all they have to do is send their name, address, and email address to Royal Devon & Exeter NHS Foundation Trust, FREEPOST NAT 7092, Exeter, EX25BF, or email rde-tr.foundationtrust@nhs.net

Tell a friend!

Our Board has 10 meetings in a calendar year (though it can meet in August and December if required) with each meeting having a public and confidential session. members of the public are welcome to attend the public sessions.

the publIC has a desIGnated seatInG area to observe the

meetInG dIsCussIon. at the end of the publIC sessIon the ChaIrman

wIll ask those In attendanCe whether

they would brIefly lIke to ask a questIon.

The Stop Smoking Service at the RD&E provides 1:1 support for patients and staff. Around 60% of patients and staff are regularly quitting with the service and reaping the benefits of living a smokefree life. Steph Parker, Stop Smoking Advisor for the Trust said: “Stopping smoking can make a drastic improvement to your lifestyle and health in ways you might not expect.”

• To refer a patient:

- call Steph on 6133

- e-mail a referral form to s.parker4@nhs.net

- or make an e-referral through the whiteboard system.

• If you are a member of staff and want to quit call Steph on 6133

Jonathan Probets, service development facilitator, tells his story:

Having smoked on and off for sixteen years, I’m now an ex-smoker thanks to the great Stop Smoking service. I work in clinical and non-clinical roles, and I kept on seeing the Stop Smoking signs in the corridors. I eventually called Steph, and within a few days we met to talk through my options. Steph was welcoming, totally non-judgmental, and tailored my first consultation to my needs.

I’ve tried to give up a number of times but always relapsed for various reasons. We talked these reasons through and discussed strategies for avoiding them. They actually work! Within half an hour, I felt really motivated to try and give up again, I agreed a realistic “stop date”, and Steph arranged nicotine replacement therapy through my local pharmacy. Since that first meeting, I’ve seen Steph to review things, and we’ve had the occasional chat on the phone. Alongside this, I made use of free resources from the NHS including the great Stop Smoking app.

Now that I’ve quit for good, I’ve seen all sorts of changes to every aspect of my life. I genuinely feel more healthy and energetic. When I’m nursing, I actually get to take a proper break and I no longer have to worry about my patients and colleagues smelling tobacco on me. That voice in my head querying whether it was appropriate to be giving other people health promotion advice has gone. I’m setting a better example to my children and I’ve got more money in my wallet.

We’re extremely fortunate to have on-site support to help people kick the

habit. The combination of accessible support, personalised strategies,

and appropriate nicotine replacement therapy has really worked for me. In our line of work, it’s one of the best things you can do.

■ after 20 minutes - Blood pressure and pulse rate return to normal.

■ after 8 hours - Nicotine and carbon monoxide levels in blood reduce by half and oxygen levels return to normal.

■ after 48 hours - Carbon monoxide will be eliminated from the body. Lungs start to clear out mucus and other smoking debris.

■ after 48 hours - There is no nicotine in the body. Ability to taste and smell is greatly improved.

■ after 72 hours - Breathing becomes easier. Bronchial tubes begin to relax and energy levels increase.

STAFF AND PATIENTS LIVING SmOKEFREE Thanks To sERvicE

did you know…

Jonathan Probets

17

The Safety and Risk Committee have recently made an addendum to the Trust’s Smoke Free Policy. From June 2014 it was agreed that E-cigarettes are to be treated as conventional cigarettes and are therefore banned from all Trust grounds and buildings. The decision has been made in line with current national health policy over concerns about their safety and quality; however the Policy will carry a short review date.

New Trust position on E-Cigarettes

PATIENT fEEDBackPage 19

Nurse kate brushes up on her military skills

Kate Bazley says her colleagues on the endoscopy unit are staggered by the variety of her training as a Reservist with 243 Field Hospital in the Army Medical Services. The 25-year-old nurse holds the rank of Corporal having joined in 2011.

“my colleagues have been really supportive,” said Kate, “They think it’s fantastic – and are really intrigued, as much because there’s lots of fitness involved. And there are transferable skills, especially in ward management.”

243 Field Hospital recruits staff mainly from NHS hospitals and civilian medical services around the South West. With their highly developed mix of skills, the Reservists are at the cutting edge of emergency medical treatment.

Just over a year ago, 50 Reservists from 243 Field Hospital returned from Camp Bastion where they, along with uS Army colleagues, had taken responsibility for a fully-functioning hospital, complete with emergency department, operating

theatres, wards, X-ray and pathology laboratories.

Now Kate is one of 70 Reservists of 243 Field Hospital

who have spent an intensive two days ‘clinical training’ preparing for future roles.

For more information about 243 Field Hospital call 0117 986 3571 or go to http://www.army.

mod.uk/medical-services/29934.aspx.

18

Two new Parkinson’s Nurse Specialists have joined the RD&E as part of a

drive to improve care for patients with Parkinson’s disease. Stacey Andrew and Samantha Moore have joined the Trust on a part-time job share which has been funded by Parkinson’s UK.

The pair will be working with Dr Sarah Jackson and the team out of Bolham Ward. They will help to ensure patients with Parkinson’s are identified at the earliest opportunity following admission, and will then provide an outreach service to review inpatients and ensure they receive the right specialist care.

Their role will also involve liaison with

families, patients, nursing staff and community teams, as well as hospital wide education of the multi Disciplinary Team and nursing staff on Parkinson’s disease.

Geoff King, from Parkinson’s uK said: “We are very pleased to be working in partnership with the RD&E in the improvement of in-patient care for people with Parkinson’s. This is a complex and varied condition which often requires a range of different and time specific medications, presenting a major practical and awareness challenge to ward staff. By developing these specialist posts with initial funding from the charity, the Trust is taking a significant step forward in improving care for this vulnerable group of patients.”

WELCOmE TO OuR NEW PARKINSON’S nuRsE spEciaLisTs

PHYSIOS AND OTS RAISE AWARENESS OF faLLs pREvEnTionPhysiotherapists and Occupational Therapists from the Onward Care Team and the RD&E recently promoted ‘Falls Awareness’ in Oasis. Their information stand was manned by Physiotherapists and Occupational Therapists, who were on hand to give patients, visitors and staff advice on falls prevention. They were also supported by ACE Team, Age Uk and the Exeter Lions Club.

Falls can have a dramatic effect on people’s quality of life. A fall can cause injury and prolonged hospital admission, as well as reducing a person’s independence and causing isolation or anxiety. The Team were offering information and advice on how to reduce the risk of falling, such as:

■ Teaching exercises

■ Giving advice on how to reduce the risks of falls.

■ Offering walking stick safety checks.

■ Demonstrating techniques to help people get up if they do fall over.

■ Promoting the ‘message in A Bottle’ packs from the Exeter Lions Club.

One of the commonest causes of shoulder pain is termed ‘frozen shoulder’ and is said to be prevalent in 2% of the population. Frozen shoulder can result in pain, inability to sleep on the affected side, painful restriction of elevation and external rotation and a normal radiological appearance. It remains one of the most enigmatic conditions in orthopaedic surgery and no trigger has as yet been found for this condition.

RD&E Consultant mr Tim Bunker (now retired) has like many others searched for a cause for this condition and began looking into the potential impact of bacteria. The

RD&E Shoulder Team, made up of mr Jeff Kitson, mr Chris Smith, mr Will Thomas and Nurse Practitioner Sian Gallacher, have developed a rolling research program.

Recently the Proprionobacterium acnes (P. acnes) has been found in the capsule of the shoulder joint, which shows that this anaerobic organism can live symbiotically or as a chronic pathogen within the human shoulder joint.

P. acnes is a common skin commensal found on the face, shoulders and upper trunk and can cause skin infections such as acne. Because P. acnes is difficult to culture its role in infections has only recently been

recognised. Could an infective agent such as P. acnes be the trigger for the onset of this common, painful and disabling condition?

If an infective cause is found for this common condition then it would suggest that it may be possible to treat with a course of antibiotics and that vaccination could also be advocated in at risk groups.

The current pilot study has revealed some interesting results with a high number of patients having positive culture for P.acnes from the shoulder. This has led to a larger study comparing results of frozen shoulder patients with a control group to see the significance of these results.

THE SEARCH FOR THE CAuSE OF ‘fRozEn shouLDER’

we are very pleased to be

workInG In partnershIp wIth

the rd&e

New Parkinson’s Nurse Specialists Stacey Andrew and Samantha moore, pictured centre with Dr Sarah Jackson and her team

19

Following the birth of our daughter I just wanted to send a quick thank

you to the Antenatal and Postnatal Wards. From the early scan stages, to

the end result, the care has been fantastic. Merryn is our 2nd child; I wish our firstborn

had been born at Exeter because the experience was very different.

The facilities you have are fantastic, but more

importantly, your staff are your biggest asset and should be very proud of what they do and the impact they make. I would especially like to thank Helen the midwife who delivered the baby. You were so calm, relaxed and reassuring; it made the whole process less stressful and made a massive difference.

many thanks and best wishes,

Doug and Louise Honey!

DEAR SIRS, I am writing to comment on my experience of Wynard Ward during a visit to my Grandmother.

Having visited the hospital and not knowing where I was going, I found a healthcare support worker on one of the corridors. I asked him where to go and he was really pleasant. He walked with me until he could see the relevant sign post. He was polite, friendly, and gave the time to speak with me.

When I arrived on the ward, I was greeted by two nurses at the nurses station, both were extremely cheery, polite and showed me where to go. In difficult circumstances, I cannot underestimate the importance of maintaining a smile. Both did, and it was easy to see that this was affecting morale positively on the bay where my grandmother is a patient. One nurse in particular, who was coming in and out of the bay, was really happy and positive and I can safely say that she was having a really positive impact on the patients because of this.

At around 7:30 two support workers entered the bay to provide hot evening drinks. They were extremely kind. They both had a laugh and a joke with all of the patients, and it was clear that these individuals had built up a friendly rapport with the patients there.

I just wanted to email my appreciation to your staff. Keep up the good work!

With kind regards

mr m

We always want to hear feedback about your experience at the RD&E. We collect your comments through a variety of methods, from feedback forms and surveys to the Friends and Family Test and comments online.

As well as positive feedback, we do receive a number of complaints. We take these very seriously and use them as learning opportunities to help improve the services we provide to patients. Here are just a few changes we have made as a result of your feedback:

Surgical ServicesTo help to reduce the number of patients not attending appointments, patients are now phoned by the Orthopaedics Appointments Team two days prior to surgery to check they will be attending. The patient is also asked

about their general health and if they have any concerns the patient can be referred to the pre-op nursing team.

PaediatricsIt was identified through our ‘What Went Well’ cards that there was a lack of signage in Bramble Ward. The number of makaton signs, a language programme using symbols to help people communicate, has been increased. A bespoke resource folder has also been developed for the children and families to use.

Nutrition and DieteticsFollowing patient feedback regarding an incorrect measuring scoop provided to a paediatric patient, a ‘scoop’ poster and leaflet was developed with coloured pictures identifying the size differences of scoops available.

Dear ms Chandra,

I am writing to you to express my gratitude and thanks for the treatment I received recently at the hands of Mr. Paul Gerry. My visit was almost a pleasure, which may seem a strange word to use, but I find it expresses very well the sense of care and thoughtfulness I received at a very difficult time in my life. At the age of 66 I have recently been given a diagnosis of possible Frontal Lobe Epilepsy.

Though the condition itself appears not to be life-threatening, being unsure of the cause is, to say the least, wearing. For a very tired, sleep-deprived, fretful man, mr Gerry’s expertise, his calmness, his easy conversational manner and his concern for my safety and comfort were a balm to the soul.

It seems to me that mr Gerry is not only a keenly intelligent man dedicated to his profession but also that his skill and care reflect directly upon his training (I gather he has worked at the R. D. & E. since leaving school 40 years ago), and upon his subsequent working life at the hospital.

I attended as a private patient - the first time ever - but I wanted to use this letter to offer my gratitude to all the NHS staff at the hospital for previous visits of various kinds.

I cannot abide knee-jerk criticisms of NHS care as it is my personal belief that we (my!) generation have lived, and are still living, through a golden age of health care provision.

Anon

YOu SAID, wE DiD…

RETIREmENTSPage 21

helped me…RD&EEvERy Day the RD&E treats hundreds of patients and many take the time to give us feedback. Here in our regular RDE News feature we share some of our recent thank-yous. Send us your thanks to rde-tr.RDEComms@nhs.net

20

miss Devon, Hayley Wood from Budleigh Salterton, recently paid a visit to Bramble Ward to meet some of the young patients. The 21-year-old Swansea university Graduate was busy gearing up to represent the county in the miss England finals, but still found time to pop into the Bramble playroom, where she chatted to Sister Sarah Dorothy and Staff Nurse Kerry matthews (pictured) about the competition and her recent charity work.

mISS DEVON VISITS BRaMBLE

The South West Strategic Clinical Network (SWSCN) and Senate have just published their first Annual Report. The SWSCN and Senate were established to provide expert clinical advice in order to improve patient experience and outcomes. Their 2013-14 Annual Report describes how the SWSCN have worked with partners and stakeholders to establish the structure of the networks and clinical Senate, set strategic objectives and embarked upon programmes to deliver those objectives across the South West during the coming year. To read the SWCN Annual Report www.swscn.org.uk/us/publications

SOuTH WEST STRATEGIC CLINICAL NETWORK annuaL REpoRT

Hélène Waterhouse, Head of Procurement and

Logistics, has become a Fellow of the Chartered Institute of Purchasing and Supply (FCIPS).

It is the highest level of recognition awarded to those who demonstrate their commitment to advancing standards, strategic thinking and knowledge in Purchasing and Supply. There are only 503 Fellows of the Institute in the uK today, and just seven others in the whole of the NHS.

Hélène started her career in Procurement in the private sector nearly 25 years ago before joining the Trust in 2008. She has worked in a number of industries including FmCG and Telecom.

She said: “It is rewarding to be recognised for one’s hard work, expertise and contribution to the profession. It’s also an opportunity to raise awareness of Procurement and Logistics as a profession and the benefits our

teams can bring to organisations such as the RD&E.”

HéLèNE RECOGNISED BY CHARTERED INSTITuTE OF PuRCHASING AND SuPPLY

An Exeter team recently graduated from the first Improvement Science for Academics course hosted by the Manchester Academic Health Science Centre.

Anthony Hemsley (Clinical Lead for Healthcare for Older People), Laura Custerson (Cluster manager, Respiratory medicine, Stroke and Rehabilitation), mark Pearson (university of Exeter medical School) and Lisa Pegg (Team Leader, Northern Devon Healthcare NHS Trust) had been part of a yearlong programme learning how to improve healthcare and evaluate change.

The team’s project used improvement science to develop and evaluate the Exeter Hospital at Home Scheme, resulting in a significant increase in the number of people who could be discharged safely from hospital to their own home.

matthew Bryant, Divisional Director of medical Services, said: “The team have been able achieve real service change that has made our service for older people better, and developed our understanding of the potential for offering a level of care in people’s homes that previously would only have been possible in a hospital bed.”

ImPROVEmENT SCIENCE FOR ACADEmICS COuRSE

The Exeter Team receiving their certificates

21

We are supporting the Red Thumb Campaign to help remind people not to use their mobile phone whilst driving. The road safety campaign, which launched in may, is being backed by organisations across Devon to raise awareness of the dangers of being distracted whilst driving. Following a similar American initiative, the campaign is encouraging people to paint their thumbnail red to remind them of the risks. To find out more about how you can support the campaign visit www.myredthumb.com , follow them on Twitter @myRedThumb or find them on Facebook.

mY RED ThuMB The Exeter Lions Club are making it easier for people to return their crutches, walking sticks and frames to the RD&E.

The volunteers can collect walking aids from local GP surgeries and community hospitals in the Exeter area (including Topsham, Tiverton, Starcross, Whimple, Ottery St mary, and Woodbury Salterton), which saves patients the trouble of having to make a special trip back to Wonford.

In recent months, the numbers of returned equipment has dropped significantly, so they are keen to promote

the scheme again.

Vice-President of Exeter Lions Club Stephan Bouloux said: “We appreciate that busy lifestyles can hamper the return of this property so we have volunteers who are willing to do the running around to benefit our NHS locally.”

Physiotherapy clinical lead for Trauma & Orthopaedics Rob Wickins said: “We’re very grateful to the Lions - Our patients are directly benefitting from their efforts and the safe return of these items makes best use of our resources and public money.”

LET THE LIONS DO THE LEG woRk!

Husband and wife Bob and Annette Ward also both retired from the RD&E in May following almost 70 years of combined NHS service.

Head of Diagnostic Radiology Physics Bob, who worked for the Trust for 38 years, managed the Nuclear medicine and X-Ray quality Assurance and maintenance teams and worked on radiation protection work. Annette, Lead Sonographer in the Centre

for Women’s Health, trained at the RD&E’s School of Radiography in the early 1970’s before joining Heavitree in 1981. Annette said of their retirement: “What a privilege to see so many babies, even before they are born. I am looking forward to some daylight and fresh air after years of ultrasound scanning in a darkened room! Hopefully there will be plenty of days out with Bob to enjoy the countryside.”

WENDY RETIRES AFTER 30 YEARS aT ThE RD&E

FOND FAREWELL TO annETTE anD BoB

Respiratory Nurse Specialist Wendy Clarke (pictured centre) is planning

to travel the world after nearly five decades’ worth of dedicated NHS service. Wendy was given a warm send-off by colleagues at the end of April. She joined the RD&E 30 years ago having previously worked in North Devon. On retirement she was

working on wards and in Medical Outpatients helping patients with respiratory conditions. Wendy said of her time at the RD&E: “I’ve loved it. There’s always a few hiccups but the people I’ve been working with and the patients – you get so much back from them.”

Lou Jarrett, the Multiple Sclerosis (MS) Clinical Nurse Specialist at RD&E, has been selected to take part in a nationwide evaluation scheme to assess the value and impact that MS specialist services deliver to the NHS.

Phase II of the mS Trust’s Generating Evidence in multiple Sclerosis Services (GEmSS) project will involve eleven teams representing a cross-section of mS services. The teams will undertake a year of data collection (2014-15) and analysis, and conduct surveys of service users, to inform an evaluation report published by the mS Trust.

Louise Jarrett, mS Clinical Nurse Specialist said: ‘I am delighted to be part of the GEmmS project and look forward to developing the current service to meet the changing needs of people living with mS’.

Pam macfarlane, chief executive, mS Trust said: “The project will enable us to gather evidence about the contribution which these roles make to patient outcomes, helping us to safeguard these posts for the future.”

HEARING LossPage 22

CLINICAL NuRSE SPECIALIST TO PLAY A KEY ROLE IN naTionaL EvaLuaTion pRoGRaMME

Royal Devon and Exeter NHS Foundation Trust has not vetted the advertisers in this publication and accepts no liability for work done or goods supplied by any advertiser. Nor does Royal Devon and Exeter NHS Foundation Trust endorse any of the products or services.

The RD&E Childcare Voucher Scheme is a government led initiative designed to support working parents with their childcare costs. In exchange for part of your pay, vouchers are issued to you – which can then be used as payment to any registered childcare provider of your choice.

the main benefits of the scheme are:

■ You do not pay National Insurance or Tax or NHS Pension contributions on the part of your salary you exchange for childcare - this could save you over £900 per year!

■ The vouchers issued to you have an expiry date of 18 months so you don’t have to use them straight away enabling you to store them up and use them for times when your childcare costs may be greater, such as summer holidays.

■ You may use the vouchers to pay for your childcare costs up to the first September following their 15th birthday.

■ Childcare vouchers can be used at all Ofsted or equivalent registered childcare providers. This includes nurseries, play schemes, childminders, out-of-hours school clubs, sport, music and drama lessons, holiday clubs or schemes and certain elements of Independent school fees.

For further information please visit ian or contact steven ball (Childcare Department) on 01392 405867.

Have you ever thought what would happen if you

suddenly lost your hearing?

This is exactly what happened to Stephanie Bromley, now an active worker with Action on Hearing Loss. medics had no explanation and there was little they could do to help beyond hearing aids.

One in six of us have hearing loss – this rises to over 70% among those aged 70+. This means the majority of our older patients could be suffering from hearing loss.

As Stephanie points out, day-to-day life with hearing

loss is hard enough, but the difficulties multiply when you come for

a hospital appointment.

“It can start from the minute you first take your seat in the waiting area,” Stephanie explains. “You don’t hear your name called, so you never know it’s your turn. unless people stand in front of you, to speak, you have no idea what is being said, because you can’t see their lips, to lip read.”

“Once you are admitted to hospital, you often have to take your hearing aids out or disconnect your cochlear implant, for tests or examinations which makes it even harder.”

How can our staff help patients with hearing loss?

“I like it when staff touch me on the arm to get my attention, write down what I cannot understand, or even use gesture or mime to tell me what is going to happen.

It always helps,

if people stand with the light on their faces and speak slowly with normal lip movement. I don’t use sign language,” she adds, “in fact only 50,000 people in the whole uK do, so these simple tips can make a huge difference.”

Action on Hearing Loss can help raise awareness of hearing impairment in your team. Contact Karen Squire at Action on Hearing Loss, 01752 228657 or karen.squire@hearingloss.org.uk

Alternatively, Chime, the on-site audiology social enterprise, can be contacted, on ext. 2226 or CSE.Audiology@nhs.net .

HOW TO HELP WITH HEARING LOSSCHILDCARE VOuCHERS FOR CHILDREN uP TO THE AGE OF 15!

AD

VERT

ISEm

ENTS

Every possible care has been taken to ensure that the information given in this publication is accurate. Whilst the publisher would be grateful to learn of any errors, it cannot accept any liability over and above the cost of the advertisement for loss there by caused. No reproduction by any method whatsoever of any part of this publication is permitted without prior written consent of the copyright owners. octagon design & marketing ltd. ©2014. britannic Chambers, 8a Carlton road, Worksop, notts. s80 1Ph tel: 01909 478822

Have you ever thought what would happen if you

suddenly lost your hearing?

This is exactly what happened to Stephanie Bromley, now an active worker with Action on Hearing Loss. medics had no explanation and there was little they could do to help beyond hearing aids.

One in six of us have hearing loss – this rises to over 70% among those aged 70+. This means the majority of our older patients could be suffering from hearing loss.

As Stephanie points out, day-to-day life with hearing

loss is hard enough, but the difficulties multiply when you come for

a hospital appointment.

“It can start from the minute you first take your seat in the waiting area,” Stephanie explains. “You don’t hear your name called, so you never know it’s your turn. unless people stand in front of you, to speak, you have no idea what is being said, because you can’t see their lips, to lip read.”

“Once you are admitted to hospital, you often have to take your hearing aids out or disconnect your cochlear implant, for tests or examinations which makes it even harder.”

How can our staff help patients with hearing loss?

“I like it when staff touch me on the arm to get my attention, write down what I cannot understand, or even use gesture or mime to tell me what is going to happen.

It always helps,

if people stand with the light on their faces and speak slowly with normal lip movement. I don’t use sign language,” she adds, “in fact only 50,000 people in the whole uK do, so these simple tips can make a huge difference.”

Action on Hearing Loss can help raise awareness of hearing impairment in your team. Contact Karen Squire at Action on Hearing Loss, 01752 228657 or karen.squire@hearingloss.org.uk

Alternatively, Chime, the on-site audiology social enterprise, can be contacted, on ext. 2226 or CSE.Audiology@nhs.net .

HOW TO HELP WITH HEARING LOSS

I lIke It when staff touCh

me on the arm to Get

my attentIon

Do you get times, on your way to work, feeling run-

down and tired, wondering how you’ll find the energy to get through the day? Abbie Sowden, Surgical Services Divisional Business Manager, had one of those days recently and it got her thinking.With Surgical activity on the up and staff working very hard long hours and skipping breaks, how many others in the Division were feeling the same way? How many are able to take the time to look after themselves and keep themselves well? Perhaps a promotion of wellness might help.

Abbie set about pulling together a team to help put together the Surgical Services Wellness Week, which was held during June.

“It was a great opportunity to start a conversation about how we can look after ourselves and make small changes at work to stay well.”

For Surgical Services Wellness Week, this meant a string of innovative activities, to get staff talking about the work demands they face and how to stay fit and well, to meet those pressures, head-on.

The week was kicked off by deliveries of fruit baskets around the Division and also included:

- “Ask Phil” drop-ins with the Divisional Director to talk about issues within a department or ward

- Support from Fitness First gym with fun exercise tasters, free giveaways and discounts

on memberships

- Roaming manual handling and back care expert

- A master-class on handling stress from an Occupational Health counsellor

- “Victim to victor”, or “How to handle long term health issues”.

This week has raised awareness across the Division of how staff can look after themselves and each other, at work. Staff feedback has been overwhelmingly positive, asking for more of the same.

“This is far too good an idea, just to stay within Surgery,” says Ann mcCluskey, Chair of the Trust Health and Well-Being Group. “Early intervention is the name of the game, to keep ourselves fit for work and giving of our best.”

What are you waiting for? Could you organise a similar initiative in your area? Abbie or Ann would be happy to give you some tips to get you started.

Contact abbie.sowden@nhs.net or annmccluskey@nhs.net

AD

VERTISEmEN

TS

EXTRaoRDinaRy meet our winners on PaGes 12-13pEopLE

ouR

Designed & Published by Octagon Design & Marketing Ltd, Britannic Chambers, 8a Carlton Road, Worksop, Notts. S80 1PH Tel: 01909 478822

www.rdehospital.nhs.uk RD&Enews

AD

VERT

ISEm

ENTS