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
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