Countess Matters

Countess of Chester Hospital NHS Foundation Trust

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Countess

matters Summer 2014

Anniversary

celebrations: 04-05 New building sees changes for intensive care and endoscopy services

06 Meet Governor Brian Ellingham to learn more about his role

out Finde Page 3 mor

07 Investment in services to reach frail patients in community

Contents

04 New building sees changes

08 New MRI scanner

09 Changes in maternity

10 Investment in the future

Cathedral service Welcome

FROM YOUR CHIEF EXECUTIVE

marks the start of a year of anniversary celebrations

Welcome to our new look Countess Matters magazine for our staff, governors, patients and membership community. This is an exciting and busy year for the hospital, and we have every reason to feel proud. We are celebrating special anniversary years for both Ellesmere Port and Chester sites; celebrating new building facilities for intensive care and endoscopy; celebrating investment in frailty services; celebrating a second MRI scanner opening; and celebrating the arrival of new nursing staff. You don’t have to just take my word for it, instead read on. You will get a sense from our staff and our governors about what we have collectively achieved over the last few months and why we can feel fulfilled and hopeful about our future in this anniversary year.

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SPECIAL year of anniversary celebrations has kicked off at The Countess with a Service of Thanksgiving at Chester Cathedral.

2014 sees the organisation commemorating: 100 years of its Ellesmere Port Hospital site; 30 years since Princess Diana officially opened the current Chester hospital site; and ten years as a Foundation Trust.

More than 800 people packed into the city centre cathedral on Sunday May 11 to mark the occasion, with a ceremony that included spectacular musical performances from Cheshire Fire and Rescue Choir, Cheshire Police Band, the London Fanfare of Trumpets and The Hammond School. Readings were provided by the nursing staff from both the Chester and Ellesmere Port

sites reflecting on the history of each of the respective hospitals and hospital chaplain Reverend John Kingsley led the congregation in prayer.

Speaking at the event Deputy Director of Nursing Sian Williams said: “There is a real family spirit here at The Countess.

We have consultants working here now who are following in the footsteps of their fathers who also worked here as consultants. We have nurses whose sons, daughters and other family members also work here - in all variety of jobs from clerical to clinical. You walk down the corridor and meet folk who have been here from the beginning and stayed.

There is as a genuine sense of pride and belonging. This service and our year of anniversary celebrations provide us with an opportunity to be proud of who we are, what we have achieved and set out hopes for the future.”

Best wishes – Tony Chambers

Strong links between two hospitals Janet Ainsworth has worked for 30 years as a nursing assistant at Ellesmere Port hospital and enjoys researching local history in her spare time.

Speaking at the service she explained: “Ellesmere Port Hospital has always had strong links with Chester Hospitals and during the past 30 years have become part of the Countess family.

We pride ourselves in the care and compassion shown to our patients.

When patients enter our hospitals, they too become part of our family. We are very proud to be part of the National Health Service serving local communities and providing the best possible care we can.

Let us hope in another 100 years our colleagues will be standing here celebrating the Countess of Chester and Ellesmere Port Partnership in caring for our local communities.”

Anniversary celebrations:

there’s a party going on right here

The history

Thanks to Countess chefs for a right royal treat STAFF and inpatients were treated to a royally themed menu on Friday 30 May, in recognition of The Princess of Wales opening the Chester hospital 30 years ago.

Princess Diana May 1984

The catering team worked up a menu of Braised Steak in a Diane Sauce with Duchess Potatoes,

Tea party

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eanwhile at the Ellesmere Port hospital, the same day (30 May) saw a traditional afternoon tea party and sing-a-long celebrations mark the 100 year history for the Chester Road site. Staff, governors and patients enjoyed sandwiches, cakes, and entertainment.

Commemorative

followed by Queen of Puddings! Celebration cupcakes, topped with a design created by facilities staff member Helen Merry, were also presented to staff and patients throughout the day and into the night for those colleagues on evening duty.

and sing-along is the order of the day at Ellesmere Port

embroidered handkerchiefs, kindly donated by car dealership Lookers Ellesmere Port, were presented to patients.

A guest appearance was made by 100 year old former patient Doris who recently received rehabilitation at the unit also called into to give best wishes to the hospital and cut the official anniversary cake.

Matron at Ellesmere Port Hospital Clare Edwards said: “This is a very special year for our hospital, we are extremely proud of our history and its links to the local community. Our afternoon tea party was an opportunity to take trip down memory lane with our patients and supporters with some cakes, sing songs and smiles all around.”

of our Ellesmere Port hospital ■ In 1914 a large house in Whitby Ellesmere Port begins its life as a Military Red Cross Hospital.

■ In 1919 local business men form a committee becoming a cottage hospital generating contributions of £250 per month to keep it open.

Private patients could have tonsils removed for the grand total of one pound and 11 shillings. Nurses pay was fixed at £45 a year.

■ In 1956 extracts from the local welfare committee meeting report how 20 ashtrays were kindly donated and matron had expressed her appreciation. If only she knew what we know today!

■ One of the duties of nurses during this time was to pluck the chickens for the meal the following day. By all accounts the nurses were not too happy about this, but matron had the final word.

Cup cakes for all

PICTURE: Sister Sally Brown with former patient Doris who joined the hospital in a 100th celebration year.

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Doris cuts the cake

ITU single rooms for

Endoscopy

all patients

services

AS demand for endoscopy services is expected to increase, The Countess is ready to offer patients an improved experience. Endoscopy is a procedure that involves looking inside the body using an endoscope, for investigation and diagnosis of symptoms often related to the digestive system.

Team leader for the service Lynn Cartwright said: “Previously endoscopy services were provided in the Jubilee Centre, the space was adequate but small. The new building is amazing. We now have separate recovery areas for men and women which allow for a much more private and comfortable experience for our patients. In addition the rooms where we carry out the endoscopy procedures are larger with equipment hanging from ceiling pendants.”

Decontamination unit manager Jamie Barnes added: “As a team we are proud to have had input into the design and functionality of a unit which is now among the safest and best of its kind in the country for a hospital of this size. We have segregated clean and dirty areas for the scopes. Every device has a unique reference and is tracked throughout the decontamination process. We are very much looking forward as a team, to taking endoscope decontamination into a new era!”

New building fast facts from our estates experts:

New building sees changes for intensive care and endoscopy services

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EW intensive care, endoscopy and bariatric services are now open to patients after a multi-million pound building investment at the Chester hospital site.

provided to all patients in single rooms.

This includes three additional beds to support emergency vascular patients receiving care from the South Mersey Arterial Centre hub that is now based at The Countess.

The Countess has spent more than three years planning, developing and building the new wing which is at the rear of the Countess Health Park. Colleagues from finance and facilities have worked with more than 200 clinical and technical leads to get the design right and the services operational.

Lead Nurse and Team Manager for Intensive Care Melanie Kynaston said: “The new unit offers so many benefits to our patients and relatives. It has a purpose built 100% side room facility.

This will allow the critical care team to overcome a number of challenges with infection prevention and control, maintain privacy and dignity as well as prevent sleep deprivation and the associated effects this has on prolonging recovery following critical illness.

■ I t has used 214 tonnes of structural steel pproximately 50,000 bricks ■ A have been laid. ore than 150,000 metres ■ M of cable run throughout the building ■ It has 151 timber doors

Lead nurse on ITU

eilings and flooring amount to ■ C 2800 square metres

Melanie Kynaston

n estimated 2000 litres of paint ■ A have been used ctual ‘man hours’ spent ■ A building is in excess of 144,000 hours

The state of the art intensive care facility is a 21-bedded unit, where care is

“There is also a relative’s suite which has been provided by the Countess staff and the people of Chester through local fundraising. This is a unique development within our network for adult critical care services and it means we are now able to provide a place for relatives to rest whilst they are experiencing one of the most traumatic events of their life.

“It is only a short time since we moved in and the team are still smiling from ear to ear, commenting that it would be impossible to go back to the old unit

Fundraiser Claire with Consultant Richard

now open

now. The new environment has lifted morale and placed a real value on the work that they do.”

Speaking after a tour of the new facilities Governor Sue Elphick commented: “The unit looks extremely modern, with so much natural light brightening up the ward and more space than previously available. It would appear that the days of beds with curtains around them have gone. You hope that you won’t ever need to use these services, but it is still reassuring for the people of Cheshire and North Wales to know their local hospital has such up-todate facilities.”

Decontamination Unit manager Jamie Barnes

Relative comfort

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OLLOWING a major fundraising campaign, a group of special donors came into the hospital to visit the new relative comfort suite which is near to the Intensive Care Unit. Among the group was Claire Brock, who lost her husband Stuart in a road traffic accident in 2007.

Claire explained: “I arrived at the hospital with a coat and handbag, but nothing else. I remember being emotional dealing with news that Stuart wasn’t going to pull through.

Difficult conversations about organ donations had to take place in open

areas and corridors. I decided to put my grief to good use, and after getting in touch with consultant anaesthetist Richard Nelson we kick started the Relative Comfort Appeal. It wasn’t a glamorous appeal but it was important.

Most people will never realise what this facility means. If you have a loved one in intensive care you need respite to cry, to make a cup of coffee. I am so overwhelmed to see these new facilities. The fundraising team are fabulous. They have been like an extended family, and I hope they will continue to keep me close.”

New regional vascular network CONSULTANTS from Warrington and Wirral hospitals have been welcomed to the Trust joining our own consultants as part of a new regional vascular network.

Chester is now the base for the South Mersey Arterial Centre (SMArt) and the main site for specialist and high risk arterial procedures, with first appointments and follow-up care

continuing to be provided by the individual local hospitals as part of a networked approach.

These proposals were approved across Cheshire, Warrington and Wirral health systems in July 2012. Since this time plans have been developed under the clinical leadership and guidance of senior doctors with national and regional expertise in vascular services.

Work underway to manage parking PLANS are underway to improve car parking at the Countess site. The Trust recognises the frustration that patients and staff experience at peak times when trying to park.

Work has started to focus on

actions in five key areas including: improving flow on the site, improving the physical infrastructure (barriers, payment machines etc…), reducing demand at peak times, supporting alternatives to driving and exploring ‘pay as you park’ options for staff who wish to alternate between driving and public transport.

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New building

Meet governor

Brian Ellingham…

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S a Foundation Trust, the hospital benefits every day from the input and oversight of more than 25 patient, staff and partner governors.

These elected representatives have responsibilities across strategic direction, appointments to key roles, scrutiny of the quality agenda and approaches to community engagement.

In this edition of Countess Matters, newly elected governor for Ellesmere Port Brian Ellingham talks about his motivations for taking on the role and encourages other people to put themselves forward to get involved.

Brian explained: “For me, I have been driven by a compulsion to give something back. Many years ago, I was helped by the NHS to get back on my feet and get my life back after I suffered a nervous breakdown. The whole experience made me think differently about health services and the impact that the right care, treatment and support has on your quality of life.”

As an electrician by background who worked in industry most of his life, on retiring Brian switched to caring roles for adults with learning difficulties.

His interest in health and social care services developed more and more as he started to take on new roles as a patient ambassador, working with local health scrutiny groups and even the national inspection team at the Care Quality Commission.

If there are people reading this thinking about becoming a governor - I’d say give it go.

He explained: “In my role as a governor at The Countess I have taken part in a series of ‘enter and view’ visits to wards. I look to get a sense of the atmosphere. I talk to the patients and ask them how they find their treatment and the environment.

The majority are over the moon. In some cases governors have been able to make recommendations and changes to improve the noise levels on wards. The British public can sometimes seem reluctant to make waves, or worry about saying when they have a problem. I try to put people at ease so that they don’t find it hard to talk about their experiences of local health services. As a governor we can see things with an outsider’s perspective and question why things are necessary.”

Brian added: “There are some fantastic things happening here – with the specialist vascular network that is operating from The Countess and the new facilities that have recently opened.

I worry about the size of the trust and the financial challenges facing the NHS. I want to help preserve and protect the future for this hospital and play my part in helping it continue to grow as the hospital hub for this area.

“If there are people reading this thinking about becoming a governor - I’d say give it go. You have to be able to talk to people, not be afraid of saying what you think and what you feel. It is important to recognise what is good, as well as being able to point out what is bad. The experience of life is a big help - if you use it wisely.”

Brian Ellingham

Dates for the Diary 2014: Public Council of Governors meetings - Tuesday, 2 September at 5pm and Tuesday, 11 November at 5pm. Annual Members Meeting - Tuesday 14 October at 5pm.

All take place in the Education and Training Centre at the Chester site.

The election process for new governors has started and nominations are currently open until 28 July 2014. To find out more about the role email Claire.

Raggett@nhs.net or visit our website.

Planning for the future – governors help take us from good to great GOVERNORS at The Countess of Chester have been working alongside directors, senior managers and clinicians to develop plans that will shape the next five years for local hospital services.

A series of workshops have been used to identify and agree priorities for patients and the Trust taking into account demographics, public health issues, workforce considerations, finances and national recommendations. The outputs from the sessions have informed the two

year operational plans and the five year strategy that the Trust is required to submit to regulators Monitor.

This describes how the Countess of Chester will support cross system working to redesign services as part of the West Cheshire Way, pursue integration of specialist services where clinically appropriate, and review core services to ensure they deliver quality.

Speaking after one of the workshops governor Tom

Bateman said: “These events have provided an opportunity to thrash out some real challenges facing healthcare services, and contribute towards a plan that is about patients and exceeding their expectations. Technology, clinical leadership, staff engagement as well as supporting research and innovation will all have a key part in determining the future success of this organisation.”

Green space

offers haven

PATIENTS, visitors and staff at The Countess can now enjoy rural ‘break-out’ space close to the hospital grounds. This summer sees the new country park at the back of the health park site offering a haven from busy surroundings and an opportunity to be more active outdoors.

Investment in services

to reach frail patients in community

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FRAILTY SERVICE has been launched across Western Cheshire to deliver new models of care following investment in clinical posts that will work across hospital and community settings.

The Countess of Chester’s newest clinical team will be working closely with the ambulatory care unit at the hospital, providing telephone appointments for GPs who want to discuss potential referrals to the service for a comprehensive geriatric assessment. Patients using the service can also receive rapid access to diagnostic services and treatment planning.

Over the next few months frailty clinics will be established in the three primary care localities of Western Cheshire, City and Ellesmere Port and Rural working with GP practices and their integrated care teams to provide specialist clinical opinion and input.

The Trust has invested in additional consultant community geriatrician posts, welcoming Dr Simon Hill and Dr Lisa Flanagan to its team of Care of the Elderly physicians as well as falls’ specialist consultant Dr Anand Prakash. At the same time nursing and therapy expertise are playing a pivotal role in delivering frontline care as part of a multi-disciplinary frailty team.

Key to the success of the new service will be a proactive relationship with GPs, integrated care teams, rapid response, mental health services, community district nursing and social care providers. Any deterioration in a person’s frailty is likely to be picked up first by one of these healthcare professionals who now have the opportunity to liaise with the community geriatrician, refer directly into the frailty service or arrange a GP to consultant telephone discussion.

Community geriatrician Simon Hill explained: “Early referral to this new frailty service has to be the way forward. Stable frailty moves

towards severe symptoms rapidly – and we have a small window of opportunity to help.

In the past it has been difficult for community services to escalate a potentially at risk patient, but the frailty service can get these vulnerable individuals seen quickly in the hospital ambulatory care unit, with access to expert diagnostics.”

Talking about his vision for the falls service Dr Anand Prakash added: “Patients often say – I was never the same after my fall. It hurts the patient and everyone who looks after the patient. It is an integral part of the frailty service. In the past, the focus has been on treating the injury itself, not the cause.

With this service we will address the cause and reduce the chance of further serious injury from falls.”

Speaking at the launch event for the service Clinical Lead for Care of the Elderly Dr Tim Webster said: “Hospitals cannot sit in isolation and we need to be offering constructive solutions around how we can respond to the demand of an aging population. The launch of our new frailty service is about taking small steps towards change in Cheshire and blurring the lines between what happens within hospital services and community services.”

Dr Simon Hill

The Countess of Chester teamed up with The Land Trust, Cheshire and Wirral Partnership NHS Foundation Trust and NHS Property Services to create this country park on combined land. It extends north from Countess Way for three quarters of a mile, bound by the health park on one side and the Shropshire Union Canal on the other. The partnership has been assisted by Cheshire West and Chester Council, Groundwork Cheshire and a £49,000 grant awarded from not for profit business WREN (Waste Recycling Environmental Limited).

Trust named in Top 40 Hospitals Awards THE Countess of Chester Hospital NHS Foundation Trust has been named as one of the best performing trusts in the UK in the annual CHKS 40 Top Awards.

The 40Top award is based on the evaluation of 22 key performance indicators covering safety, clinical effectiveness, health outcomes, efficiency, patient experience and quality of care. The award was presented to the Trust Medical Director Ian Harvey and Director of Nursing and Quality Alison Kelly at a ceremony in London attended by more than 200 leaders from across the healthcare sector.

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Meet the team from the Ambulatory Care Unit who are supporting the frailty service.

Technology

funding to support patient care FUNDING has been awarded to the West Cheshire health and social care community to make significant improvements to technology that supports an integrated health and social care record.

The hospital is leading work with 37 GP practices, mental health services, social care, specialist cancer care services and patients to improve existing systems. The vision for the integrated shared care record is to hold near real time data including medication records, diagnostic results, reports, procedure details, clinical letters, medications, summaries and assessments, appointment or event details, summary social care records and alerts.

Medical director at The Countess of Chester Ian Harvey explained: “Safe and secure sharing of information across health and social care organisations will help improve decision making about a patient’s care by providing secure access to an integrated record at the point of care.”

New MRI scanner helps more patients get the right diagnosis

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SECOND Magnetic Resonance Imaging Scanner (MRI) is helping The Countess to turn around urgent diagnostic requests more quickly.

More than £2million has been spent on the new scanner, equipment and consultation rooms in the radiology department. MRI is a type of scan that uses strong magnetic fields and radio waves to produce detailed images of the inside of the body. The results of an MRI scan are used to help diagnose conditions, plan treatments and assess how effective previous treatment has been.

Radiology service manager Linda Williams explained: “This second scanner replaces a mobile lorry facility that used to visit the hospital. Having the second scanner in-house means we can handle more urgent care scans. Since the creation of the ambulatory care unit, there has been an increase in MRIs needed to help quickly diagnose and turn

Babygrow appeal reaches £1m milestone in £3m campaign IT has been celebration time for the fundraising team behind the huge Babygrow Appeal at The Countess of Chester Hospital. The team has announced reaching the £1m pound mark and are now one third of the way to their £3m target to build a neonatal unit at the hospital. If you would like any further information about the appeal, or want to discuss or email your fundraising ideas please ring our Fundraising Manager, Janet Ratcliffe on 01244 366397 or email janet.ratcliffe1@nhs.net

around patient care. An average scan takes 30 minutes. Full reports for urgent care and the ambulatory care unit can be done within a matter of hours.”

The Trust’s two MRI scanners will now each be operating up to 40 hours a week to meet service demands from more than 12,000 patients a year. As well as MRI scanners, the radiology department provides access to a wide range of diagnostic services including Computed Tomography Scans (CT) and ultrasound scans.

Meeting growing demands in a busy team…

Type of scan Patients seen Patients expected 2014

in 2004 Ultrasound 11,330

22,504

MRI scan

3,686

11,208

CT scan

7,924

26,820

Changes in Maternity see new birthing rooms and upgraded facilities Midwife-led birthing unit to help

normalise birth

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EW choices are now available for mums-to-be in Cheshire about how and where they give birth.

The Countess of Chester Hospital NHS Foundation Trust has opened a midwife-led birthing suite, based in the maternity unit at the site. Alongside this, the Trust is also running ‘birth option clinics’ with women who request caesarean sections, to explore reasons for the request and promote normalising natural births. Alternative treatments such as aromatherapy foot massage and working with acupressure points are also being used to reduce the number of women who need to be induced into labour.

The changes are part of a system-wide package of improvements to maternity services known as ‘New Beginnings’.

Additional funding from the West Cheshire Clinical Commissioning Group as well as charitable donations has supported development of the facilities including renovations of the birthing suite, creation of

AMONG THE FIRST: New parents Carla and Audley with baby Isla and midwife Helen Rouse. another pool room within the suite and new bathrooms and flooring.

Consultant obstetrician Dr Sara Brigham said: “We understand that during pregnancy it can be difficult for women to make informed choices about how and where to have their baby. As doctors and midwives we are here to provide guidance and support and to share this decision making with our women. At the same time, we want to reduce the number of caesarean sections and promote the normalisation of birth. Within 12 months, we are starting to see a drop in caesarean section rates from 28% to 23%.”

Birth suite

A bigger North West Human Milk Bank AN exciting collaboration between Countess of Chester Hospital and Wirral University Teaching Hospital has seen the establishment of a much bigger ‘North West Human Milk Bank’.

Located at the newly built North West Food Research Development Centre at the University of Chester, the creation of a single milk bank on a larger footprint can supply donor milk to even more Neonatal Units across the region.

Human milk banks rely on healthy breast feeding mothers to volunteer and come forward to donate surplus breast milk.

This is then screened and pasteurised for premature and sick babies. If you would like further details about the service and how you can volunteer telephone 01244 511440 or email northwest.milkbank@ nhs.net

Lavender room support parents coping with loss Senior midwife and labour suite manager Kathie Grimes explained: “The colour and décor of the room has a modern and calming effect. It provides a sensitive environment for this facility, developed in a way that continues to be suitable for bereaved parents and protects their privacy.”

Lavendar suite PICTURE: Retired midwife Eira D’arcy returned to the maternity unit for the official opening of The Lavender Suite, pictured with bereavement coordinator June Henderson, manager of the labour suite Kathie Grimes and Emma from the SANDs charity

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A ‘Lavender Suite’ bereavement room has officially opened in the maternity unit at The Countess of Chester Hospital. The new and upgraded facility has been made possible following generous donations from the Chester Childbirth Appeal and SANDs, Stillbirth and Neonatal Death charity for Wirral and Chester.

Investment in the future for nursing and midwifery

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URSES and midwives have set out the future direction for how their professions will adopt the highest standards of care for patients and families receiving treatment at The Countess of Chester.

As part of a new nursing and midwifery strategy, a series of changes aimed at improving quality and patient experience are being led and developed by the largest single group of staff within the Trust.

These changes include: ■ An additional £1m investment in new nursing posts, addressing local shortages through availability of permanent posts for the student talent we see on placements as well as international recruitment of nurses.

■ An open and honest approach to publishing monthly nursing data on a ward by ward basis about staffing levels on wards, infection rates, patient experience survey results and details of any harm caused to patients.

■ Raising awareness of the different nursing and nursing assistant uniforms that involved in supporting patient care.

■ A three month trial of open visiting between 11am and 7.30pm to provide an opportunity for clinical teams to further engage with relatives and carers in a more flexible way as well as easing parking pressures during afternoon visiting.

The full strategy, titled ‘2014 and beyond’ describes the areas that nurses and midwives will now focus on relating to care, compassion, competence, communication, courage and commitment (also known nationally as the 6Cs).

Executive Director for Nursing and Quality Alison Kelly said: “The image of nursing and midwifery has undoubtedly been very publically criticised in recent years. Our nurses and midwives believe this strategy will help them deliver the changes required to further improve patient care.

Alison Kelly

“Since the setting out this new strategic direction, we have recruited 40 additional registered general nurses and more than 30 nursing assistants.”

Do you know your nursing facts?…

■ We have 1485 nurses and midwives employed ■ The longest serving nurse at Chester hospitals has worked with us for 42 years ■ The longest serving midwife has worked with us for 33 years ■ The collective years of nursing experience within the senior nursing team is 562 years!!!

New wave of leaders receive Masters in Medical Education A unique multidisciplinary educational leadership programme has seen its first cohort of students graduate with a Master’s in Education for Postgraduate Medical Practice. The programme has been established as a partnership between the Trust and the University of Chester. Congratulations to: Consultant in Respiratory Medicine Dr Ian Benton; Associate Specialist in Emergency Medicine Dr Eileen Fantom; Consultant Histopathologist Natalie Meara; Specialty Doctor in Anaesthetics Dr Jamie Fanning; Clinical Education Manager Ann Baker; and Consultant in Anaesthesia Dr Lyndsay Cheater.

Football crazy AS world cup fever sweeps the nation, our very own Chester Medics football team recently returned from some friendly international play in Porto. Set up by Dr Colm O’Mahony about 20 years ago, the trip was organised by Hugo Gomes who works in the Cardiorespiratory Department but is from this region of Portugal. Reviewing the game Dr Colm O’Mahony said: “We played two matches, winning one (3-2) and losing the second (2-1). It’s getting harder each year to find opponents as old as ourselves!

This point was highlighted in one of the matches, which we were losing 2-0, when myself and Peter Reid were brought on and one of the opposition was heard to say, ‘Wow, they are 2-0 down and bringing on even older players!’”

Achievements for equality and human rights EQUALITY and diversity leads at The Countess have been working with local partners to ensure The Countess its meeting the highest possible standards. The Countess has retained is accreditation as Positive about Disabled people, being awarded the Two Ticks Symbol for 2014. In addition

the Trust’s application for the Navajo Charter Mark has been approved. Navajo measures how sensitive and inclusive an organisation is in looking after patients, carers and staff who identify as Lesbian Gay Bisexual or Trans (LGBT). Picture Caption: Equality Diversity and Human Rights Strategy Group members embrace the Rainbow flag to show commitment to International Day against Homophobia and Transphobia (IDAHO) 2014.

Latest feedback from our friends and family test

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FRIENDS and family test survey feedback continues to show high levels of patients recommending Countess services. Comments about the services are used to generate a word cloud. The bigger the word appears in the cloud, the more frequently it has been used by patients to describe the services and care provided by our staff.

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