IMPROVING THE EXPERIENCE FOR PATIENTS AND THEIR FAMILIES

New ‘Meet your Matron’ ward sessions

To accompany the changes being made to the PALS service, weekly drop-ins have been introduced for patients and their families to speak with the ward Matron and share their thoughts about their experience of the care being provided. These take place weekly in all wards and across both hospitals.

Samantha Lacey, Associate Director of Nursing, explains: “We have received positive feedback from these sessions and uptake has been great so far. We feel that the opportunity to speak to the Matron offers patients the ability to ask questions about anything they are unsure about and gives greater peace of mind.”

Posters are displayed on all our wards with information about when the next ‘Meet your Matron’ session is happening.

Inclusive visiting hours introduced

The Patient Advice and Liaison Service (PALS)

The confidential and friendly PALS team offers advice, support and information to patients, families and the public on matters relating to the health and care provided by the Trust.

The team are now easier to find and access. They’re located at the main entrance of the Countess hospital in a public-facing room, opposite the Essentials Shop, and are open weekdays from 9.30am to 4.30pm.

There is no need to book an appointment; anyone can drop-in at any time during opening hours. However, appointments can be booked for a specific time if that would be preferred.

There is also the option for patients and their families to be visited by a member of the PALS team on the ward so they can work together with care staff to resolve any issues.

Samantha Lacey, Associate Director of Nursing, said of the changes: “We are really excited by these positive changes, which ultimately will improve the experience of our patients and their families.

“We want to ensure that each patient receives the very best care, and having more frequent opportunities to speak with our PALS team will undoubtedly improve this.”

The team can also be contacted by telephone (weekdays from 9.30am to 4.30pm) on Freephone 0800 195 1241 and selecting option 2 or phone 01244 366066; or by emailing cochpals@nhs.net.

Inclusive visiting hours have been introduced at the Countess, where wards will arrange for visits to happen in a way that best suits the needs of individual patients and their families. Most patients are now able to see their family and friends at times most convenient to them.

Support and contact with family and friends is a huge part in helping patients to feel comfortable during their stay in hospital –inclusive visiting allows us to better meet these needs.

Family members and friends providing support to patients while in hospital can find themselves in the role as informal carer. They play a valuable role to patient care. Carers also require our support, whether that’s through signposting to relevant support services or staying overnight.

Mel Kynaston, Deputy Director of Nursing and Quality, said: “The opening up of our visiting times is a fantastic way to allow patients more time each day with their loved ones. Seeing loved ones has a positive effect on wellbeing and recovery and we’re very happy to be able to facilitate this more freely.”

All updated visiting times can be found on our website or by calling the switchboard.