The
Word
Edition 214
23rd January 2015
As providers of health and adult social care services
we are in a prime position to improve the health
outcomes and experience of care that people receive,
by delivering more personalised and integrated
services.
This short film http://www.
staffordshireandstokeontrent.nhs.uk/Services/
Integrated-Local-Care-Teams from The King’s
Fund describes this approach to improve the way
people access services.
Across the Partnership Trust we have already made
progress towards achieving this and with some
co-location of teams already taking place and a
leadership and support programme, we begin this
year with a drive to provide people with bespoke
support to meet their individual needs.
com/watch?v=CSkmwrFCmTw
There are many examples of how our services support
people to live independently with long term health
We Focus on People
www.staffordshireandstokeontrent.nhs.uk/
Service-Showcase/service-showcase.htm
There is still more work to do to continue to develop
the co-location of health and adult social care teams
and the workforce toolkit is producing some good
results to ensure that the right staff are deployed in
the right areas i.e. where their skills and expertise can
be best utilised.
In some areas the workforce toolkit has identified
that too many of our frontline staff are taken away
from providing care with administrative tasks and as
a result, more resources to support administration is
being put in place.
We have some great examples across the organisation
of how you have led a change in care and the benefits
that this has brought to patients and service-users.
An example of this was demonstrated at one of our
more recent Trust Board meetings when serviceusers Mr and Mrs Atwell agreed to tell their story
about how the intermediate care (integrated) service
has transformed their lives, demonstrating that
with the right support people can continue to live
independently. Click the link to listen about Mr and
Mrs Atwell’s experience https://www.youtube.
We Put Quality First
conditions and you can read about these on the
services showcase section of our website http://
In addition, the organisation’s investment in
information technology will support innovative
ways of working in future to help you all work more
effectively and differently.
Our negotiations around the Section 75 agreement
with Staffordshire County Council continue and we
are moving forward with optimism. Recently the
Council’s Cabinet Member for Health, Care and
Wellbeing - Councillor Alan White – visited some of
our adult social care services to spend time and see
at first hand some of the challenges that staff face,
including the continued issues with the social care
electronic records system, Care Director.
The urgent care systems across all local health
We Take Responsibility
1
What’s In
economies face continued pressure following the recent major incident which has furthermore been
compounded by the continued cold weather that we are currently experiencing. Thank you again to everyone
who is supporting the system and putting in extra effort to make sure local people continue to receive high
quality care and support.
Stuart
Stuart Poynor
Chief Executive
What’s In
2 | Intranet Update
5 | Organisational Health
3 | CQC
6 | Thank You
4 | The Hub
Intranet Update – SSPCT Insite Closing
From the 31st January 2015 the Insite
Share Point site will no longer be
available to staff to access any files as the
physical servers hosting Insite have now
come to end of support and have been
decommissioned.
All existing data held on these servers has
now been moved onto the Partnership
Trust SharePoint Server. http://ssotp.
ns.xnsht.nhs.uk/Pages/default.aspx
If you are still accessing or holding
data on Insite which has not yet been
migrated then please contact James
Harper - SharePoint Technical Lead on
01782 789507.
We Put Quality First
We Focus on People
We Take Responsibility
2
Welcome to the fourth of the series of
five updates on what outstanding might
look like according to CQC. Please take a
look and see what you think.
Key points:
Today’s key line of enquiry (KLOE) is Responsive.
The previous three key lines of enquiry have also
featured in the Word and will conclude next
week with Well Led.
• Integrated care is offered for complex needs
Responsive: As defined by the CQC means
• Relevant organisations are always involved in
care
• Equality diversity and human rights are
always considered
• Complaints and concerns are dealt within a
timely manner
Outcome: Services are tailored to meet the
needs of individual people and are delivered in a
way to ensure flexibility, choice and continuity of
care.
Example:
- People’s individual needs and preferences are
central to the planning and delivery of tailored
services. The services are flexible, provide choice
and ensure continuity of care.
- The involvement of other organisations and the
local community is integral to how services are
planned and ensures that services meet people’s
needs.
- There are innovative approaches to providing
integrated person-centred pathways of care that
involve other service providers, particularly for
people with multiple and complex needs.
- There is a proactive approach to understanding
the needs of different groups of people and to
deliver care in a way that meets these needs and
promotes equality. This includes people who are
in vulnerable circumstances or who have complex
needs. People can access services in a way and
at a time that suits them. There is active review
of complaints and how they are managed and
responded to, and improvements are made as a
result across the services. People who use services
We Focus on People
• People’s needs are central to care plans
• Services are flexible to the needs of people
that services are organised so that they meet
people’s needs.
We Put Quality First
are involved in the review.
• People are involved in reviews following a
complaint
Other News:
The Quality Team are now running fortnightly
workshops on preparing for a CQC inspection.
They will alternate between venues in the north
and south. They are informal and last no more
than two hours so please come along. All staff
are welcome. Please contact sue.bond@ssotp.
nhs.uk for more information.
Please look out for a new staff booklet in the
form of a PowerPoint presentation we hope will
help you to share experiences and learning with
colleagues.
The compliance intranet page has been
updated and now combines quality visits
and compliance. Please follow this link
Compliance or access it via the intranet page, by
going to the resources tab then to compliance. In
the documents folder you will find useful updates
which we hope you will find helpful.
If you have yet to see and use the self-assessment
tool now is your chance. Please contact sue.
[email protected] for more details and to
arrange a visit from the quality team to guide you
through how to complete the tool.
We Take Responsibility
3
The Hub
“restores faith in NHS”
The Hub “restores faith in NHS”
Jim Atwell
Stoke-on-Trent
has multiple
medicaland
conditions,
including
Parkinson’
Disease, and
recently
More
than from
10,000
people from North
Staffordshire
Stoke-on-Trent
have
avoided admission
to hospital
experienced
high number
of falls
whichtoled
repeated visits
to innovative
the Accident
and which
Emergency
Unitpeople
at theare
and
are beinga cared
for at home
thanks
thetoPartnership
Trust’s
system
ensures
University
Hospital
of
North
Midlands
for
assessments,
before
then
being
discharged
home.
provided with care closer to or in their own homes. Watch this short film to find out more https://www.
youtube.com/watch?v=CSkmwrFCmTw
When paramedics attended Jim for another fall, they were able to refer him to the Hub - an enhanced
clinical
co-ordinated
telephone service
provided
The
Hub
is a clinical co-ordination
telephone
by Staffordshire
and Stoke
on Trent
Partnership
service
that supports
NHS staff
to signpost
patients
Trust.
The
Hub
takes
referrals
from
GPs
and
health
to care packages encouraging home based care
professionals
Northnursing
Staffordshire
supported
by across
community
teams.and Stokeon- Trent to help avoid hospital admissions and
Since
in November
a total
of
ensurecreation
that patients
receive 2013,
the right
treatment,
in
10,761
people
have
avoided
going
into
hospital.
the right place, at the right time.
During the first week of January 2015 The Hub
A local Intermediate
Care Team was
dispatched
to
achieved
its highest performance
to date
with 86
visit
Jim
and
his
wife
Janice
at
home
within
two
per cent of clinical calls resulting in appropriate
hourspackages
of the referral.
care
for patients either in their own
home or a community setting.
Mrs Atwell explains: “The intermediate care
team wereabout
therethe
so quickly
gave
Jim Stuart
a full
Speaking
successand
of The
Hub,
assessment
and
arranged
care
overnight
for
us
too.
I
was
at
rock
bottom
at
that
point.
We
had
been
through
Poynor Chief Executive of the Partnership Trust said: “We are incredibly impressed with the number of patientsa
roughhave
fewbeen
months
frequent
visits
hospitalorwhere
Jim was
checked
over, assessed
and then
discharged.
who
ablewith
to avoid
going
intotohospital
have been
able
to go home
more quickly,
primarily
because
of the effectiveness of The Hub.”
“We did not have a diagnosis then and it was become so frustrating with all the falls. You feel quite helpless. I
didn’t want him
hospital
weMidlands
needed help
too.” staff and staff based on acute medical wards at
Community
NHS in
staff,
GPs, but
West
Ambulance
University Hospital of North Midlands (UHNM) can telephone The Hub. They speak directly to an advanced
Working together with the couple, the Intermediate Care Team put into place a two
week
practitioner or an advanced nurse practitioner who assesses the most appropriate
care package that which began that night and included input from community
care package for an individual’s needs and refers the patient to the service.
nursing, occupational therapy, physiotherapy and the falls responder
service,
transforming
the
couple’s
and
supporting
Rose
Goodwin,
Interim
Director
ofexperience
Nursing and
Quality
added:their
“Many
independence.
people
who are referred to hospital via their GP or a paramedic may
benefit more from intervention from community teams, such as our
“It was wonderful,” explained Janice “Once we were referred to
intermediate care team or district nurses. The Hub gives clinical
The Hub things really improved from the very first time that they
staff the opportunity to navigate care pathways effectively so they
visited. I immediately felt they were there for me too, as well as
can sign post patients to the most appropriate care with both
Jim.
health and social care input.
“District nurses came and visited us twice and a mental health
Working with professionals across the area, The Hub has access
nurse also came to see me too to ensure that I was coping ok.
to a wide range of services which provide health and social care
You could tell the staff loved their work, they were professional
support. These include our Living Independently Staffordshire
and I never had an impression they were rushing or anything. It
service, which offers reablement care, crisis intervention and help
was obvious that they supported each other and the communication
support independence. In addition staff have access to real time
between them all was very good.
data to see which services have availability to ensure care is timely and
effective.
We Put Quality First
We Focus on People
We Take Responsibility
4
Organisational Health
– helping us all work better together
Across the Trust several programmes and initiatives
are underway to better support staff to bring forward
innovation, improve team dynamics and make the
experience of work in the Partnership Trust more
positive and rewarding.
This week we take a look at how the staff counselling
and support service and coaching sessions are helping
change things for the better.
Away Day for POMS
Clinical leads for the Physiotherapy and
Orthopaedic Medicine Service, Denise Softley and
Paula Deacon, were keen to learn more about how
members of the team work most effectively and
decided to organise an away day, supported by the
Staff Support and Counselling Service.
• the concept and valuing the time spent together
• interacting with all staff in one place
“These sessions have been fun, thought provoking,
and have allowed the whole team valuable time spent
together” said Kuldeep Bains, Band 6 physiotherapist.
“I have adjusted the way I look for information
in order to be in line with my learning style. As a
service we can all use the knowledge of the different
preferences to ensure that our patients are educated
through their rehabilitation in the most appropriate
style to suit each individual.”
Coaching Support
Jan Summerfield and Deb Mitchell from the service
hosted an initial session in November 2013 bringing
staff together in workshops to look at team working,
communication styles and individual perceptions. Time
was also spent discussing the Trust, physiotherapy and
service objectives and how each member plays a part
in achieving these to move the service forward.
Feedback was very positive with the whole team
embracing :
team performance. It was very interesting to find
that the team preferred to learn through ‘doing and
reading’ with the majority of staff members being
reflectors.
The Trust’s comprehensive coaching network helps
support the organisational leadership strategy and
staff have access to 20 coaches able to offer support
ranging from building confidence skills to enabling
staff to build career pathways.
What do staff think?
“The session helped me to identify barriers that are
causing frustration and possible reasons for these.”
“I’ve realised how I can change my behaviour to
empower my staff more so that I then have more time
to plan and think.”
• evaluating the impact they can have on the team
“Encouraged me to have confidence to develop
a Personal Development Plan that will balance my
natural enthusiasm and energy and harness my need
to be valued by my peers/team.”
The team followed up with another away day in
October last year to look further into individual
learning styles, personality traits and the effect on
If you would like more information about coaching
please contact Clare Spencer Workforce Development
Lead: [email protected]
• the chance to look at individual behaviours
We Put Quality First
We Focus on People
We Take Responsibility
5
Thank You
Addressed to the Primary Care Centre Manager, this
wonderful letter praised many of the team at Cobridge
Community Health Centre.
South Staffs Living Independently Staffordshire
Team based at Bilbrook House have been sent a
wonderful thank you from the partner of a recently
deceased local resident.
“I just felt I had to write and say thank you for all you
have done and the kindness and care you gave to my
husband in his last weeks. He felt the same as I in that
you really made him comfortable and the best care ever,
nothing was too much trouble for you to do for him. He
called you his “ray of sunshine”.
“Knowing when you came that you would sort him out
meant so much to him. What would we do without
people like you who give up their time and energy to
care for people such as my lovely T. You really show such
warmth. It was a pleasure and a privilege to have you in
our home and you’re really missed already. Thank you
from the bottom of my heart and my family says thank
you from the bottom of their hearts.”
A patient who had received physiotherapy treatment
from Ross Anderson of the Musculoskeletal
Integrated Service at Wombourne clinic wished to
express his thanks and gratitude for the service that he
received. The gentleman wanted to recommend Ross as
an excellent physio and wants his friend, who also needs
to access MIS, to see the same physiotherapist.
Extended Scope Podiatrist, Scott Alldrick of the
MICATS at Stone Rehabilitation Centre has been
praised by a patient for being very helpful and went on
to “sing the praises” of the rest to the service saying,
“Really impressed with the service including the admin!”
A recent patient who attended the Haywood Walk in
Centre has written to thank the staff for their care and
expertise.
“Thank you so much for all the fabulous care you gave
to me when my daughter bought me in with a water
infection yesterday. We found your health care practices
to be both efficient and practical at such a busy time of
the day and we appreciate all you did for us.”
“I was treated this morning in your foot health
department and would like to thank Sharon Edwards for
her kindness and patience and her “gentle” treatment of
my foot. This surely is the NHS at its best.”
We Focus on People
“I was greeted by helpful and friendly reception staff
and after approximately 40 mins we were called through
to the X-Ray department and greeted by the most
wonderful, happy and kind lady, I believe she is called
Kerry.
“My son was absolutely mesmerised by Kerry and lay
beautifully for his X-ray which was done swiftly! Kerry
kept talking and smiling with him. She was helpful and
caring even standing next to him whilst I redressed him. I
never felt rushed or a burden.
“In a time of much negativity regarding the NHS I
feel the superb behaviour and professionalism of your
staff needs commending. Thank you for a relaxed and
satisfying experience.”
Stafford Community Intervention Team have been
warmly praised by the family of a woman they have
cared for.
“I am writing to say a very big thank you to all the staff
at Rowley House for the way you have cared for my
mother over the Christmas period. She was admitted to
Rowley House on Christmas Eve. At that time the staff
at Rowley House were extremely swift and responsive
and made sure that all the necessary steps were taken to
ensure that my mother was safe and that my mind was
put at rest.”
Appreciation and thanks are generously given in
this lovely thank you to Living Independently
Staffordshire’s Lichfield and Tamworth team.
The care and treatment provided by Sharon Edwards,
rehabilitation podiatrist based at Shelton Primary Care
Centre, is very much appreciated by a recent patient
who has written to express her thanks.
We Put Quality First
“My 7 month son was referred for an x-Ray of his pelvis
for hip displacement and I chose to come to Cobridge
Health Centre. I have never been here before, but
found it easily and was pleasantly surprised to find
parking easy and free!
“I feel that I must write and express my most sincere
thanks for all the care and attention that has been
given to me in recent weeks since my return home from
hospital. I have found all the carers that have visited me
at home to be a pleasure to meet.
“I have found them punctual in their visits, most
considerate, helpful and understanding, nothing has
been too much trouble for them. I should be grateful if
you would give them my ‘Big Thanks’ for all they have
done.”
We Take Responsibility
6