Congratulations to this year’s Graduates Page 18
The magazine for NHS 24 people
News from the NHSScotland Event 2013 Page 6
Issue 910 ~ - July 2013 2013
The Future Programme Latest News & Information
2
Welcome to Insight magazine
John Turner
Chief Executive, NHS 24
Contents 4
New Cancer Helpline Information on our great new telephone service for patients who are receiving chemotherapy or radiotherapy for cancer.
Volunteer Updates
22
Up to the minute information on all of the great charity work by our amazing army of volunteers.
Welcome to the Summer edition of Insight Magazine.
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More NHS 24 Secret Lives Following on from last issue’s popular feature we uncover a few more hidden talents.
Welcome to the summer edition of Insight. In this issue we focus on the work of the Future Programme coaching team and hear from staff who have been closely involved with the development of the new systems. We know that many members of staff continue to develop their skills and training by taking higher qualifications and we feature some of our new graduates and their recent achievements on Pages 18 and 19. In other news, NHS inform launch two new applications and we hear more about your secret lives. We hope you enjoy reading this issue and, as always, your comments and photographs are welcome.
John Turner
Also inside E-Learning Milestone Feature - 7 / Praise from our Patients - 9 Future Programme Update - 10 / Family Health Feature - 21 Recipe - 26 / Suduko - 26 / Supersnaps - 28
Insight is produced and published on behalf of NHS 24 by Reflexblue, Tel: 0141 2222111, www.reflexblue.co.uk
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News
Coaching Update:
I
t's here. After a huge amount of work across NHS 24, and in partnership
Fred McCosh, a call handler from the Clyde contact centre and a Unison
with Capgemini, the coaching for the Future Programme is underway.
representative, has been closely involved with the Future Programme,
By working collaboratively, the planning, organising and coordinating of
especially the Business Change workstream which includes the coaching.
all the different learning and development activities and resources has
He said it's important that staff complete the coaching and understand what
taken place with the understanding that NHS 24 staff are already highly
is needed before the Future Programme is introduced: "to make this work,
skilled and professional in delivering services to the people of Scotland.
we have to work together. I'm looking forward to my own coaching and to
From this point it was imperative that a detailed, structured analysis of
really get to know how to use the new technology and to understand the
learning benefits informed designing the content, scheduling the sessions and
benefits it will bring us and I'd urge all my colleagues to do the same. It's been
the delivery of all the coaching sessions.
really challenging to schedule everyone's coaching so it's important that we
Central to the Future Programme Coaching are the NHS 24 staff. As we all know, the Future Programme is an exciting and complex piece of work
all commit to completing it and ensuring that we continue to offer the best service we can to our patients and the public"
that will improve the way we work and the way we deliver our services to the
There are more details about the coaching in this issue of Insight and you
people of Scotland. It’s working smart to combine technology with first class
can get the very latest up to date news from the Future Programme pages of
service delivery.
the Intranet.
For more on the Future Programme see pages 10-13
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Cancer Treatment Helpline NHS 24 is establishing a telephone based advice and triage service for patients who are receiving chemotherapy or radiotherapy for cancer. It is being developed as part of a programme of quality improvement and service modernisation work in the area of cancer care, under the direction of the Scottish Government cancer task force. The aim of the helpline is to provide a safe and cost effective service for patients undergoing chemotherapy or radiotherapy, giving the same access to appropriate safe healthcare across the country. It will allow eligible patients to self refer for triage and referral (if appropriate) into local cancer services. A key aspect of the work is to build on the United Kingdom Oncology Nursing Society (UKONS) clinical tool to develop a safe and effective service. The UKONS tool has already been piloted and evaluated successfully within NHS Lothian. A phased implementation will take place within NHS Lothian, NHS Ayrshire and Arran and NHS Grampian. The service will be delivered by call operators and managed by Additional Services. The service will be available 24/7 and will operate from Cardonald in the out of hours period and is expected to begin in the early summer. For further information on this development, please contact Alison Sweeney on alison.sweeney@nhs24.scot.nhs.uk
The Patient Rights (Scotland) Act NHS staff alert line The Act gives all patients the righ, that the health care they receive should: consider their needs; consider what would be most beneficial to them, the patient; encourage them to take part in decisions about their health and wellbeing, and provide them with the information and support to do so. People who provide NHS health care must uphold a set of Healthcare Principles when providing services.
The Patient Rights Act has come into force across Scotland and it is important that all staff familiarise themselves with the principles. The Patient Rights (Scotland) Act 2011 supports the Scottish Government's vision for a high quality, person-centred NHS. The Act applies to all members of staff working for NHSScotland, as well as all independent contractors and their staff who provide NHS services.
The principles are separated into six sections: Patient Focus, Quality Care and Treatment, Patient Participation, Communication, Patient Feedback and Waste of Resources. The Act also made provision for the introduction, in October 2012, of: A Charter of Patient Rights and Responsibilities (The Charter). The Charter brings together in one place a summary of the rights and responsibilities of what a patient can expect when receiving NHS care in Scotland. More information on the Patient Rights Act and The Charter can be found on the intranet at: Home / Participation and Equalities / Patient Rights (Scotland) Act 2011
A free, confidential phone line for NHS Scotland staff who wish to raise any concerns about practices in NHS Scotland has now gone live. The National Confidential Alert Line for NHS employees provides an additional level of support and advice for staff. All concerns that employees raise will be passed on to the relevant authority for further investigation. Health Secretary Alex Neil said: “It is vitally important that all NHS workers feel that they can raise any concerns they may have about patient safety and malpractice because it helps to improve our health service.� Figures on the alert line will be published quarterly on the Scottish Government website. The levels of calls over the first three months will be used to set a baseline figure on which to measure future calls. You can reach the alert line on 0800 008 6112
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News
If you have any news or ideas you would like to appear in the next issue of the magazine, please send them to the communications team at insight@nhs24.scot.nhs.uk
Robert Retires
Having made an ‘outstanding contribution’ to NHS 24’s success, Finance and Technology Director Robert Stewart put away the account books for the last time this month as he retired from the NHS after 26 years service.
A Fellow of the Chartered Institute of Management Accountants, Robert joined NHS 24 in December 2006 from NHS Forth Valley. Robert has worked in both the private and public sectors. He joined the NHS in 1987 as a management accountant with Grampian Health Board. In 1997, Robert was appointed Director of Finance and Information for the Falkirk and District Royal Infirmary NHS Trust. He was appointed to the post of Director of Finance for the Forth Valley Primary Care NHS Trust in April 1999, a role which included responsibility for all property matters, primary care contract arrangements and e-procurement. With two key portfolios under his direction, Robert has had responsibility for ensuring that the strategic direction of NHS 24 was matched with appropriate funding and that sound financial systems, processes and procedures have been put in place and maintained over the past seven years. His role has also overseen the risk management function, and the corporate governance and internal control framework, which ensures that NHS 24’s corporate systems operate like clockwork. Robert has also led the facilities management and procurement operations within NHS 24. He was at the helm of the move of the national HQ function from Delta House to Caledonia House in the spring of 2008, which also included the establishment of the Cardonald contact centre. Robert’s stewardship of the technology team has ensured the technology and telephony infrastructure, so vital to the delivery of safe and effective services to patients, has been maintained and improved. His commitment to NHS 24’s success was demonstrated fully in recent years when he oversaw a period of significant change, initially with the Strategic Frontline Application Programme. Robert’s dedication to the organisation’s future again came to the fore with his leadership of the procurement process for the most major and ambitious programme of change in NHS 24’s history which will be delivered under the Future Programme in the autumn of this year. The programme will transform the way NHS 24 is able to deliver services during the next decade.
Director of Finance Iain Adams said: “"When I started with NHS 24 in 2008, I remember having a conversation with someone who said that it was impossible to keep up with Robert and the amount of work he gets through and the time he spends working. When I heard this I thought it was probably a bit of an exaggeration. Now, almost five years later, I can confirm that this is not the case and despite my best efforts I have never quite managed to keep up with him. It actually got to the stage where I would ask him before meetings not to volunteer for anything else as there simply weren't enough hours in the day to do any more. “However, I think this dedication, coupled with his Aberdonian charm, has allowed Robert to carry his staff with him and has meant that he is greatly respected within the team.“ NHS 24 Chief Executive John Turner paid tribute to Robert. He said: “Robert has played a key role in the continued development of NHS 24. He has provided strong and effective stewardship of our finances and has led and delivered on a range of key projects, such as the relocation into Cardonald. “In particular, Robert's leadership of the SFLA programme was outstanding and this will deliver benefits to patients and staff as the Future Programme is delivered. “Robert's professionalism, strong public service ethic, hard work, and commitment to the organisation have been the hallmarks of his contribution, for which I sincerely thank him. We wish Robert the very best for a long and happy retirement.” NHS 24 Chairman Allan Watson said: "Throughout the period of my Chairmanship of NHS 24, Robert has been a consistent and reliable source of assurance and guidance to the Board on finance and corporate governance matters. His general contributions as a Board member are also invariably measured, appropriate and valued by colleagues. His contribution to the development of NHS 24 has been significant and he will be missed. He leaves with the Board's very best wishes and the organisation's gratitude for a job well done, to which I am pleased to add my own personal appreciation of the valued support he has offered me as Chairman." Looking forward to his retirement, Robert reflected: “Although I am retiring from the NHS, I see this as the next chapter in my life when I will spend more time with my wife, children and their families and to pursue other activities I’ve only touched upon over the years. “I will inevitably miss the many people I have worked with, but hopefully these friendships will endure beyond retirement. I would like to thank my NHS 24 colleagues, particularly the Finance and Technology teams, who have provided huge support to me and also my Executive Team and NHS 24 Board colleagues. “I leave at an exciting time for NHS 24 as it further develops its role supporting the NHS in Scotland, particularly in the expansion of Telehealth and Telehealth Care and I wish the organisation every success going forward.”
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NHSScotland Event
T
he 2013 NHSScotland event took place on 11-12 June at the SECC
a unique opportunity for people from different sectors to share ideas about how
in Glasgow. This annual conference is the leading health event in
we can collaborate in order to improve outcomes and experience of care.
Scotland and provides an opportunity for individuals working in and with NHSScotland to consider and discuss some of the important challenges facing health and social care now and in the future.
The theme of this year’s event was Collaborating for Quality. The programme focused on collaboration across professional groups and communities to drive improved quality outcomes. This year’s event was used to explore, develop, agree and commit to new ways of improving collaboration to support the delivery of NHSScotland’s strategic vision.
The event programme included six keynote plenary sessions, a number of topical parallel sessions, and was a great opportunity to take practical solutions and knowledge back to the workplace. The poster exhibition once again showcased a shortlist of projects happening across NHSScotland. We are pleased to announce that NHS 24 had two posters on display this year: Living it Up and Collaboration: Working TOGETHER towards 20:20. More information on the 2013 event can be found on the intranet at:
The 2013 event was an exceptional showcase for some of the most exciting
Communications / NHSScotland Event 2013, or by visiting the event website
collaborative techniques and approaches in modern healthcare, as well as providing
itself at: www.nhsscotlandevent.com
Delegates on the NHS 24 Stand
7
News
eLearning in NHS 24 meets
100,000 milestone On the 5th March 2013, the 100,000th completion of an eLearning module in NHS 24 was recorded. The staff member who completed this module (an Adult Support and Protection module) was Senior Call Handler Linda Dewar from Norseman House. Linda was presented with a certificate and a gift to mark the occasion. The current eLearning platform, Essencia by Enlight KS, was implemented in 2006. The use of eLearning in the organisation has steadily increased over the years, and the graph below demonstrates the number of modules which have been completed by staff year on year. eLearning has been used to support a number of key areas within the business, including the roll-out of statutory and mandatory training, core induction, Clinical CPD and for systems training/ support (such as WebStation, and Connect in 2008). In 2009, an award was won for “Best use of rapid e-learning content’” at the national eLearning Awards in London, for a module developed to support the implementation of Call Streaming. 64 modules are currently active, across a range of key topics. Linda Dewar with Kevin Reith
NHS 24 has used eLearning as a method of delivering learning and development resources to staff since 2004. It was recognised that a key benefit of using eLearning as part of the delivery model was that staff could access the same learning resources from any location, at any time of day, from any PC with internet access. Initially, an eLearning platform called Skillnet was implemented, and modules began to be developed in-house to meet specific learning and development needs of staff. Early modules included the Minor Ailments modules used in induction, and these are still used today (though updated).
As eLearning has been proven as an effective model for the delivery of learning in NHS 24, it will be a critical element of the training approach for the Future Programme. The eLearning team are planning to develop the service even further in the coming 12 months, including introducing access via mobile/ tablet devices, audio/video options and the development of an open-access library of ‘modules’ available for browsing on the intranet (which can be easily accessed whenever needed). For any questions on eLearning, please contact Gayle Baxter, Learning and Development Manager (Learning Infrastructure) or Stuart Marshall, eLearning Co-ordinator.
Patient Opinion Rolls Out Across All Health Boards Health Secretary Alex Neil recently announced that Patient Opinion, an independent not-forprofit website, is being rolled out across all Health Boards in Scotland. Patient Opinion provides a confidential way for patients to share their healthcare experiences, including concerns, comments and compliments. Any feedback received by Patient Opinion regarding NHS 24 is then passed on to the Patient Affairs Team who can respond and use the feedback to help improve services. Sheena Wright, Director of Nursing and Care commenting on the roll out to all health boards in Scotland said: “NHS 24 has been working with Patient Opinion since 2011. We welcome all feedback from patients and their representatives and this is achieved in a number of different ways, including patient experience surveys, contact with the Patient Affairs Team, and working with our partners including other Health Boards and Patient Opinion”. Through its ongoing membership of Patient Opinion, NHS 24 already responds promptly to feedback received to all comments posted, clearly demonstrating the importance of a person centred approach in all contact with its patients and their representatives. To find out more about Patient Opinion please visit its website: https://www.patientopinion.org.uk/ or Contact the Patient Affairs Team on extension 5582.
Patient Opinion works in the following ways: • Patients or their representatives post their stories Linda Dewar with Kevin Reith about a health service on the Patient Opinion website. • The Patient Affairs Team is alerted when a story that involves NHS 24 is posted. • The Patient Affairs Team can then easily respond to the story online. • The patient is alerted to that response. • The Patient Affairs Team can indicate when a change is made to NHS 24 services as a result of the story. • People visiting the website are able to read all stories.
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Participation Standard Results Are In The Scottish Health Council has completed its analysis of NHS 24’s Participation Standard self assessment, which this year looked at how patient focus and public involvement is a core part of staff’s activity. The Scottish Health Council has assessed that NHS 24 has met the ‘Improvement Level’ across each of the three areas that its performance was assessed against. This is the highest possible standard and is a great achievement for all of our staff and demonstrates the commitment shown by members of the Public Partnership Forum and the Clinical Governance Public Panel, each of which comprises of people from communities across Scotland. To reach this level, NHS 24 showed that patients, patient representatives, carers and equality led organisations were routinely involved in the design and delivery of NHS 24’s services. This included involvement in our governance structures, the Future Programme, the British Sign Language pilot services, and being involved across the full range of projects and participation activities.
This is demonstrated by the involvement of public participants throughout the work of NHS 24. There is substantial involvement in the current Future Programme's various work streams, and the improvements that have been achieved in this year's Participation Standard submission to the Scottish Health Council reflect the importance of this working relationship’. Jane McCartney, Lead Director for Patient Focus and Public Involvement said: ‘I am really pleased at the outcome of this year’s Participation Standard. It reflects the work undertaken within each of the Directorate’s to involve people in the design and delivery of our services. It shows that NHS 24 places people at the centre of service delivery and it is a credit to everyone in our organisation’.
Equalities are at the centre of NHS 24’s person centred approach and this years Participation Standard showed how all staff are involved; from completing training on child protection, deaf awareness, equality and diversity awareness in NHS 24 and the Patient Focus and Public Involvement awareness eLearning modules to being involved in meetings and forums with public participants. Margaret Anderson, Public Joint Chair of the Public Partnership Forum said: ‘The Public Partnership Forum and the Clinical Governance Public Panel each play a key role within NHS 24. Jane McCartney, Margaret Anderson and Davie Morrison, Participation and Equalities Manager (top)
NHS 24 call statistics Month
Jan-13
Feb-13
% change
Mar-13
%change
Call demand
128,789
111,094
-12.4%
135,982
+22.4%
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Praise from our Patients My wife was very ill with a viral infection causing high temperature and shaking. We had never used NHS 24 before and can only give high praise for the service from the moment our call was handled, passed onto a nurse then a Doctor arrived 45 minutes later. We would like to thank all involved and to say my wife is now slowly recovering.
Here are some of the Tweets and Facebooks commments we've received this month
I called on behalf of my mother yesterday. Excellent experience from Call Handler to Nurse to GP and the quick and courteous attention from all involved made me proud of NHS 24.
I think NHS 24 is fab. Have had to call a few times and everyone was so nice. Great service.
Thank you so much for your help last night, I was very unwell and in a bit of a state and would like to say thank you to the girls I spoke to. My compliments to the Call Handler and Nurse I spoke to earlier this morning, the service I received was excellent. My husband was ill last night and when I called I spoke to a Call Handler who was brilliant. She was very genuine, concerned and had a lovely telephone manner. I would like to let her manager know how impressed I am with the service. I called your service on Friday and again on Saturday on behalf of my gran. All the staff I spoke to were polite, patient and very professional. They made what could have been a very stressful situation much easier. Please pass on my thanks and appreciation to them. Thank you for your outstanding service and excellent care from everyone. It felt like my call was important even though there could be other people with more serious issues. I'm extremely happy with the service I received from NHS 24 and the NHS in general. I'd like to say thank you for the support and help you provided, especially the Nurse I spoke to. God bless to everyone.
I called last night about my daughter. Got an excellent call handler, nurse triage and a lovely Doctor at the out of hours clinic. No complaints here. I personally think it’s a great service cause its really hard getting docs appointments these days! Used it on numerous occasions for myself, my man and the kids. Also got a call back for a friend once who had no credit in her mobile. Keep up the good work NHS 24. The staff have always been very patient and kind and I've always felt I can use the service if I need it. My hubby had a small but bad asthma attack last year, we had no car and he was really needing to see a Doctor over a long weekend. The call handler arranged an appointment, sent patient transport out to get him and returned him home. I was heavily pregnant at the time and was upset but felt really reassured by the service provided. I think you’re fab! I’m a first time mum and I have phoned a few times looking for support and advice. You've never made me feel like a neurotic mum. I have phoned a few times and have found it very efficient and quick in getting an ambulance to me. Thank you. I cannot fault NHS 24. They have always been there when I phoned for advice for medical help and then contacting an ambulance for my girl. They do a fantastic job and I take my hat off to them.
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Feature
Future Programme Coaching: From Design… As we move ever closer to the final stages of the Future Programme the focus shifts to the task of coaching staff to use the new system. NHS 24 and Capgemini have worked together to create a process of learning that will not only help staff understand the new system but is also tailored to suit the many different skill sets across the organisation. Changing anything can be exciting. Every time you replace something, from a new TV to a new car, you have to learn how to do things slightly differently and work out which buttons do what. The more you use it, though, the easier it becomes until you eventually wonder how you ever managed previously. The NHS 24 and Capgemini team who have been designing the coaching have many years of experience and know how important it is that everyone understands why the change is being made. Staff will know how it affects them directly and, critically, what benefits there will be and how the advantages at an individual level contribute to improvements for the whole organisation. Working together, Capgemini Training Team, NHS 24's Learning and Development team and highly experienced front line staff have been able to create a learning schedule built in-house from experience of previous system changes, and how to ensure everyone receives the right level of coaching to give them the confidence to start using the new system from day one. Mandy Lenheim from Capgemini explains: "The coaching is tailored to specific roles, which means it is directly relevant to the job and how it's done. Working alongside NHS 24 staff has been a huge help as they bring the specific context to the process of developing the coaching material. They also review and test everything to ensure we get everything right and that we make use of all the learning and development best practice NHS 24 has built up over the years. " One of the people involved in this joint team has been Maggie McGuire who last year joined the NHS 24 Practice Development Team lead by Fiona Murdoch. Maggie previously worked in Service Delivery and, along with
colleagues Carol Spencer and Tom McDermid, has been supporting the coaching design work to give the context to the e-learning modules and to support the Capgemini team. Maggie explains: "The Capgemini team obviously understand the software really well. We acted as a bridge between that team and NHS 24 so we could help with all sorts of process questions – even something as simple as terminology. For example, we know what we mean by ECS, PCS or KIS because these are acronyms we use all the time at NHS 24 - we translated things like that to ensure that everything they designed was validated by process. We also helped with the real life scenarios – after all the technology might be changing but the reasons that patients call us isn't and it’s important that the coaching is rooted in real situations." As well as helping with the design of the training Maggie got to see an early demonstration of the new system and was impressed: "I thought it was very intuitive. The first time I saw it I knew I would be able to work it straight away. It will help staff provide efficient and effective care for our patients , there'll be a better flow through each stage for the patient. It will also generate the clinical summary automatically which I know will really help, especially during really busy times." Maggie and the rest of the team will now support the coaching of the Future Programme by acting as a 'Lead Coach' who can help the coaches in delivering the consolidation sessions or supporting any staff that might have questions. More details about how the coaching will be supported is included in this issue of insight and you can find out who your Future Coach is by referring to the Future Programme section of the Intranet.
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How the Future Programme Coaching will work: The team designing the coaching for the Future Programme started with the understanding that staff at NHS 24 are already highly skilled, very experienced and professional – they know how to deliver an excellent service. This meant that the coaching programme had to match the needs of the staff and so a programme which starts with e-learning modules has been created.
e-learning modules
consolidation
practice pods
GO LIVE!
The Coaching is being delivered in two phases: Phase 1 - Unscheduled Care - Call Handlers, Nurses and Dental staff Phase 2 – Other frontline services including Breathing Space, Living Life, MSK, Additional Services and Health Information Service. Support Service roles will also undergo specialised training and coaching at this stage.
Who will be supporting the Future Programme Coaching? The Learning and Professional Education team at NHS 24, working with Capgemini, have created a support network that will help answer questions and guide staff through the new system. Below is a guide to the roles and responsibilities of some of the people providing this support - to find out more and who your local support team is you can visit the Future Programme pages of the intranet.
Roles and Responsibilities Future SPOC (Single Point of Contact) A senior member of staff, or Single Point of Contact, has been identified at each regional centre to provide direction to the Co-ordinator, Lead and Clinical Future Coaches.
The e-learning material is available to all NHS 24 staff before attendance at any of the formal consolidation sessions. This means everyone has the opportunity to log on and familiarise themselves with the new system at their own pace, safe in the knowledge it is impossible to break anything! The consolidation session includes coaching scenarios based on how we work with the new system and builds on the knowledge gained from e-learning. The sessions are the opportunity for you to learn alongside colleagues, with expert help on hand from the NHS 24 lead future coaches and coaches to answer questions and share best practice. Once back at your desk, support and coaching continues until the new system is bedded in.
Here’s how to get the maximum benefit from your individual experience of the Future Programme: • Complete your dedicated e-Learning module/s as a pre-requisite before attending your consolidation session. You can then use the designated Practice Pods. • Meet with your Manager following your consolidation session to discuss and review your experience. • Complete your Future Coaching Programme before the 31st of August 2013. • Contact your Line Manager with any enquiries and questions about the Future Coaching Programme.
Lead Future Coach The Lead Future Coach is fully knowledgeable on the Future solution and the processes involved. They liaise with the Centre SPOC (Single Point of Contact) to ensure effective delivery of the consolidation sessions. They are involved in the training of the Future Coaches and line Managers, providing support and advice to users of the system, collecting and acting on feedback and escalating risks and issues as appropriate.
Future Coach The Future Coach is trained on the system and understands how to use the technology required, for the delivery of Consolidation sessions.
Co-ordinator The Co-ordinator provides direction to the Future Administrator and Non-Clinical Future Coaches and does the off-duty for all Coaches. They co-ordinate all Future coaching activity in a centre, liaising with the Centre SPOC (Single Point of Contact), Administrator, Manager, Lead and Future Coaches to ensure all staff complete their elearning, Consolidation session and sign-off on time for Go-Live.
Administrator The Administrator rosters staff offline time on Total View to complete eLearning and attend Consolidation session and tracks completion, attendance by teams and sign-off by the Manager as centres progress towards go-live.
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Feature
Guide to new terminology You have probably already started to hear different terminology related to the new system. Here is an overview of some of those terms – remember there are Coaches and Lead Coaches on hand to help if you are unsure about any of these terms: SAP CRM – Customer Relationship Management This application is being introduced to help to manage business processes to improve and maintain patient (caller) relationships. The system uses integrated software with the aim to reduce costs and increase decision-making abilities.
PCM – Patient Contact Management (NHS 24 Interaction Centre) This is the specific type of SAP CRM system being used for the NHS 24 project. It is the front-end system which will be used to capture details when talking with a patient.
BCM – Business Communications Management This refers to the telephony system which will be an integral component of the PCM system. This is so that Call Takers and Clinical Call Takers can take calls and see a caller’s details on the same system as the details capture.
CDT – Communications Desktop This is the specific product of SAP BCM that has been chosen for NHS 24. It controls the telephony functions within SAP CRM and it’s integration with BCM.
Arezzo This refers to the decision support engine. It is used to manage clinical guidelines.
CLI - Caller Line Identification Each caller has a record and telephone number maintained that is matched with the inbound number. If a caller already has a record, it will identify their number and the fact they have phoned previously.
IVR – Interactive Voice response These are the automated messages that a caller will receive while waiting in a queue for their call to be answered. These are the automated prompts and selection options that a caller will hear and choose from to direct their call to the right place.
MCI – Multi Channel Integration This is the process of integrating the various communication channels available such as telephone, web chat, email and fax.
OPEN TEXT This is the Knowledge Management system which will be an integral component of the PCM system, allowing Call Takers and Clinical Call Takers to easily and quickly find documents they need associated with a caller and their symptoms.
Ringing the
Improving real time s
M
aking important clinical decisions happens all the time at NHS 24 and it's what many of our staff thrive on. But there are times when even the most experienced person needs a second opinion. It's times like this, when decisions are not clear cut, that staff need to ask for help and support.
Currently this help is provided in a number of ways: staff can either raise their hand to alert a team leader or a senior call handler for help, or access one of the telephone support lines. It's important that the right real time help needs to be available to support NHS 24 staff to deliver a safe, effective and patient centred service to the people of Scotland. As part of the Future Programme, Fiona Pike (ADON East) has been leading a review of the ways in which we currently support our staff when they require help caring for patients. The Future Programme provided an ideal opportunity to look at this. The review started by talking to staff about how they access support and what could be done better. Fiona explains: "the way we support front line staff at the moment has evolved over the years and we know that there are lots we can do to make it better so that we get the right support to the right skill set, when they need it." When our new upgraded system is implemented, the majority of support and advice will be provided to staff by means of them accessing a telephone support line. A clinical support line will be operated 24/7 which means that help is always on hand. In addition to this there will be other specialist support lines such as Pharmacy and Dental which will also be available for staff to access during times of high patient demand. We've worked closely with colleagues from across the organisation to ensure that the new way of providing real time support to our staff when they are caring for patients fits with our new way of working - and this, in turn, will help us to continually improve the service we provide to our patients." Fiona and the rest of her team have been working closely over the last few months to ensure that the Support Lines are ready and fit for purpose. The Clinical Support Lines have been put through their paces through the testing phase of the Future Programme with real life scenarios. Most recently the team have been liaising with colleagues in Learning and development to ensure that the use of the lines is incorporated into the Future Programme coaching that staff are undertaking. Through coaching everyone will learn about the new Support Lines and when it is appropriate to access them – and it means that NHS 24 frontline staff will now have a virtual team dedicated to helping everyone deliver a safe and effective service.
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e changes
supervision for staff. Second Quick Staff Survey Thank you to everyone who took part in the second Future Programme quick staff survey. The aim of the questionnaire was to generate feedback and to benchmark views against the initial quick staff survey sent in August of last year. • 13.3% more staff said they were informed about the Future Programme in the second survey compared to the first quick staff survey. • 56.7% of staff felt they had been given the opportunity to ask questions and give feedback compared with 15.6% of staff who agreed said they felt engaged and involved in the first survey. The staff survey is a really useful way to gauge how well informed staff feel about the Future Programme. Because of
A clinical support line will be operated 24/7 which means that help is always on hand
feedback received through the survey and comments made at the roadshows there are now regular updates issued via Team Leaders. The intranet is always a good source of the very latest news. Remember you can always use the email address: futureprogramme@nhs24.scot.nhs.uk if you have any comments or questions about the Future Programme.
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Breathing Space News On Your Bike! Breathing Space and RNIB Scotland are teaming up for a cycling event in September to raise funds for Vision Support Services in Ayrshire and highlight the emotional support available to those affected by sight loss. Watch this space for further updates…
RNIB Partnership Update Breathing Space and Living Life will be broadcasting a number of info-commercials through Insight Radio, the radio station of RNIB. The station is the only dedicated radio station to reach
Getting Shirty Again Breathing Space has renewed its partnership with Motherwell FC for the 2013/ 2014 season. The new season will see the Breathing Space logo featuring on under 20s, youth and replica football shirts, in addition to first team home and away kits. Tony McLaren, Breathing Space/ Living Life National Coordinator, said: “It’s great to see Breathing Space on the back of every strip associated with the club. We will also be reaching the fans through football cards, Motherwell FC TV, social media channels, high profile players and of course coverage through televised matches. We are looking forward to progressing the partnership and raising the profile of Breathing Space and Living Life further.” Breathing Space handed out pocketcards at the Motherwell FC v Celtic FC match on 28th April and also held a stall at the Motherwell FC open day at Fir Park on 5th May.
the 180,000 Scots with sight loss. The broadcasts will offer accessible content aimed at informing, inspiring and supporting those with sight loss and their sighted counterparts on key aspects of managing their mental health and that of their carers, families and relatives.
Corinna completes the 10K
Vision Strategy Conference
Corinna Davies, Breathing Space/Living Life
Breathing Space and RNIB Scotland will be highlighting their
Communications and Marketing Coordinator
partnership work with a poster presentation at the Vision UK
at the Great Women’s 10K event at
Strategy Conference in June.
Bellahouston Park.
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Feature
News Conferences & Events Be Ready for Living Life attended the Scottish Mental Health Nursing Conference at Robert Gordon University in Aberdeen, providing leaflets and other information to delegates.
Kirsten Donald, Living Life National Development Officer, said: “Nurses are an important and influential group of healthcare professionals. This type of event gives us the opportunity to highlight the benefits Living Life offers to patients with emotional difficulties such as stress, anxiety and
depression. The feedback from the conference has been really positive, with those patients living in remote and rural areas and those struggling to attend face-to-face appointments identified by nurses as potentially really benefiting from the service.”
Kirsten has also made recent visits to Fife, Tayside, Ayrshire and Lothian to promote the service in association with partner organisations and other healthcare services.
Summer
Summer is here. Really, it is. Making the most of your holiday means being prepared, whether you holiday at home or abroad. NHS 24's Medical Director Professor George Crooks says it's about taking simple steps: "It's easy to be prepared for summer and there's a wide range of information available at www.nhsinform.co.uk. This includes advice about vaccinations, information about what to do if an upset tummy strikes, how to deal with insect bites, and a reminder about sunscreen – even if you're holidaying at home! It's also worth planning ahead if you use regular medication to ensure you have enough to last for the holidays. Remember to order and pick up your repeat prescription in plenty of time before your departure to prevent any last minute delays or unnecessary panic." To help people be prepared for their holidays, NHS 24 issues a series of press releases to try and secure coverage in local newspapers. These include Professor Crooks advice along with a quote. We also use social media to spread the messages and to increase awareness of the health information that is available at NHS inform.
Pilot project with GP practices GP practices in the Highlands and Lanarkshire have been the focus of a pilot development project for the Living Life service. Intensive development work with Practice Managers and GPs has been well received and aims to ensure full engagement with the Living Life service and the patient referral process. Kirsten Donald, Living Life National Development Officer, said: “With so many services out there this development work gives us the opportunity to speak to Practice Managers and GPs directly about how Living Life can best support patients in their area. The pilot practices have been very enthusiastic and keen to use Living Life as an option for their patients.”
Information sessions The Living Life team have been holding information sessions, where staff have been given the opportunity to find out more about the service and enter a fun quiz. The latest information sessions took place in the Golden Jubilee Contact Centre in Clydebank on the 21st-23rd May.
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Scotland’s new £10m Digital Health Institute
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HS 24 has joined a consortium including the University of Edinburgh, Glasgow School of Art and other leading higher education institutes to create a new innovation centre – the Digital Health Institute – as part of the Scottish Funding Council’s long term investment programme to accelerate growth in key industries. It will identify pioneering solutions through collaborations with health and social care, academia and industry, to transform and address the unsustainable demands being placed on the health and social care provisions in Scotland, as well as stimulating economic growth. Although the primary focus of DHI is to deliver solutions to address the financial and service demands on the health and social care systems, it also intends to position Scotland as a leader in a global playing field.
Annual efficiency savings of £3.5bn are required in order to maintain the current standards of care in Scotland and DHI will play a vital role in identifying new technologically driven products and services that will enable care and health provision to be rebalanced away from hospitals to allow people to live independently for longer. Professor George Crooks O.B.E, chair of Digital Health Institute said: “We have ambitious plans to revolutionise the health service efficiencies in Scotland and at the same time improve patient experiences, as well as nurturing and inspiring our entrepreneurs to rise to the challenge and ensure Scotland remains at the forefront of the sector.” Over the first five years of the operation it is estimated the DHI will support more than 260 projects. Although there will obviously be a focus on Scotland and the challenges faced by our own health system, the innovations developed by Scottish companies have the opportunity to tap into the European market where there is an annual capacity to take £3.5-7bn. Jessie Chalmers chats with Health Secretary Alex Neil
SCTTdeliver healthcare at home
Two major Telehealth and Telecare programmes worth £2.8 million were launched by the Cabinet Secretary for Health and Wellbeing Alex Neil.
The programmes, United4Health and SmartCare, will be delivered by SCTT and will use technology to deliver healthcare directly into the homes of people living with long term conditions in central and southern parts of Scotland.
The United4Health programme will give patients living with diabetes, COPD or heart failure a central role in the management of their condition. It will do this through home based monitoring of a patient’s health and wellbeing.
The Minister heard first hand, via video link, from Jessie Chalmers, who told the minister how the technology has made a real difference to how she has been able to manage her COPD (Chronic Obstructive Pulmonary Disease).
The SmartCare programme will link service provision across health, social care, family, informal carers and the voluntary sector.
Health Secretary Alex Neil said: “These projects are a fantastic example of how using innovative technologies as part of effective service redesign can enable people to be treated as close to home as possible and reduce the need for hospital admissions.”
Professor George Crooks, NHS 24 Medical Director, and leader of the Scottish Centre for Telehealth and Telecare, said:
Great-grandmother Jessie, who will celebrate her 74th birthday in May, said: “When the practice first suggested one of the pods, I wasn’t sure, but the longer I use the pod the more confidence I get. It has been a great educator. The pods monitoring system means I know when I am getting a chest infection and can start taking my antibiotics.”
“Scotland is recognised worldwide as a leader in innovative telehealth and telecare services and products. Smartcare and United4Health are key programmes which will bring investment and technology to Scotland. As part of the wider investment in Telehealth and Telecare, they will further assist in the integration and effective delivery of health and care services, while empowering users and carers to actively manage their own health, care and wellbeing and maintain their independence.”
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Feature
Health information ...On The Move Since it was launched in 2010, NHS inform has grown and is now firmly established as Scotland's national provider of quality assured health information. As more people choose to search the internet from mobile devices such as smartphones and tablets, a mobile version of www.nhsinform. co.uk has been developed that will allow people to access the site's wide ranging features while on the move. The mobile version of the site has been developed specifically to provide instant accessibility. Paul Burns, Service Development Manager at Health Information Services, headed up the team who developed the technology and says this will enable people to find what they need – fast: "we know from looking at the way
people use the NHS inform website that they often want access to information quickly and easily. By making the website mobile, people can look at features such as the Health A-Z directory or Common Health Questions from a wide range of devices without the need to download an app. The mobile site is also easy to find from any search engine and information can easily be shared via URLs across email or text message, Facebook or Twitter." The mobile version of NHS inform can be viewed by searching for the NHS inform site via a mobile or tablet device, or by copying and pasting m.nhsinform.co.uk into the browser bar of the device. As the desktop version of NHS inform continues to evolve, so too will the mobile version of the site with additional features added over time.
...While You Wait The traditional waiting room magazines will soon be gathering dust at three GP surgeries in Fife thanks to the introduction of 'touchscreens' in the waiting rooms. The screens will enable patients at surgeries in Cowdenbeath and Newburgh - with Feddinch in St Andrews following shortly - to access local community news as well as selected health information from NHS inform. Both the 'Health A-Z' and the 'Common Health Questions' will be available via the touchscreens. Dr Sonia Devereux, one of the GP's involved in the project explains why the touchscreens have been introduced: "Whilst we work hard to keep waiting times to a minimum, we also wanted to make sure that however short a time a patient may be in the waiting room they had a choice as to how they spend that time. Magazines are obviously a traditional favourite but with touchscreen technology we are able to make
all kinds of relevant health and community information available. The GP surgery is often the hub of community life and we want to make our waiting rooms as welcoming and interesting as possible." The project is a joint initiative between the 3 practices and NHS 24's Health Information Services team and is the first of its kind in Scotland. Describing the touchscreens as "a great way to enable people to access some of the health information on NHS inform", Marcia Rankin, NHS 24's Head of Health Information Services, says the partnership will provide a welcome change for people: "We're always looking for innovative ways to let people know that NHS inform is a great resource that's freely available to people across Scotland. This is a great opportunity for us to showcase NHS inform as the single source of quality assured health information for the people of Scotland".
Holyrood Annual Conference for Telehealth and Telecare The 4th Holyrood Annual Conference for Telehealth and Telecare took place at the Hilton hotel in Glasgow on the 15th and 16th of May. Health Secretary Alex Neil and Jonathan Linkous, Chief Executive Officer, American Telemedicine Association delivered the Keynote addresses. Speakers included the Health Secretary Alex Neil, Professor James Ferguson, clinical lead for the Scottish Centre of Telehealth and Telecare and Marcia Rankin, Head of Health Information Services (pictured). Marcia introduced SCTT's latest Business Plan outlining our ambitions for the next two years to enable choice and control in health, care and wellbeing services.
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Feature
Congratulations to this year’s
Graduate View
Michelle Higgins Service Manager, Additional Services (Graduated 2012)
What did you hope to get from this PGC course in Health Leadership and Management Development? It was an ideal way to formalise all of my 20 years of experience. Did you get what you wanted from it? It invigorated my appetite to learn and give me job satisfaction. The way I feel about the difference we can make in new and innovative ways has not gone and I look for challenges that push me out of my comfort zone. How hard was the course and was it worth it? It was initially challenging to start studying again – especially at masters level. But once you get into the mindset, it changes your entire perspective of what you do and why you are doing it. I now question everything I do … is this the best way? Can we do it better? Can we improve? What was the best aspect of the course? Networking with people from diverse backgrounds in NHS. It’s reassuring to know that challenges reach out across the NHS and aren’t confined to just the front line.
Services. Key modules of the course were around managing change and improvement and working in a developing area of the organisation meant I had the opportunity to consolidate my learning. I really enjoy working across the whole organisation, seeing the bigger picture and understanding how it all works together.
Class of
How have you been able to apply what you learned? Applying leadership skills to developing a new team and services. Having the skills to work strategically and more importantly understand how to get that message to your frontline staff. Managing Change. Never accept that ' this is the way things are always done'… there is constant room for improvement. Not being afraid to do old things in new ways. Moving to a new and rapidly growth area such as Additional Services, Being able to apply practical approaches and methods to managing change was invaluable to me. Being aware of constraints and building in contingencies were some of the most valuable lessons I learned. Any Top tips for others undertaking this or similar types of development?
How has this course helped you to develop your role and/ or career?
Be organised. If you have a family, try to plan your time as it is demanding.
It gave me the confidence and competence to move out of my Team Leader role and into my current role of Service manager in Additional
Any other comments, reflections, plans? Hoping to continue studying and complete the MSc.
Family and friends were amongst those present to celebrate as a 5th cohort of graduates received their Post Graduate Certificates in Health Leadership and Management at a recent ceremony in Stirling’s Albert Halls.
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Graduates
Graduate View
2013
L
aunched in 2007 by NHS Education Scotland (in collaboration with the University of the Highlands and Islands), this programme was developed in response to a directive from
the Scottish Government which required that the means be in place ‘to equip public sector staff with the knowledge, skills and competence to be efficient and effective leaders who manage’. This unique programme was funded initially by NES, but with subsequent support from our Bursary Award Scheme, NHS 24 has now yielded proportionally more graduates than any other board. Joining this group on 8th May 2013, and bringing our current alumni cohort to a robust 21 were:
• •
Lisa Cooper, Coach Team Leader, East Sue Scotland, Team Leader, East (now Senior Nurse Practitioner, Telehealth & Telecare)
•
Heather McIntosh, Clinical Governance and Quality Lead, Clyde
•
Louise Leggat, (not present) Team Leader, North (now Senior Practice Nurse, GP Practice Aberdeen) The additional knowledge, skill and competence that these new graduates bring back into the organisation significantly strengthens our capacity and capability to lead and deliver on various challenging initiatives.
The increased confidence the experience provides to individual managers is evident, in both those who continue to develop themselves in role, and in those who take on new responsibilities. To present a personal perspective on the organisational impact, Brigid Russell, Leadership Consultant and Programme Lead (NES) again invited NHS 24 to participate in a Q&A session. Taking to the stage were Michelle Higgins (2012), Service Manager Additional Services and new graduate Sue Scotland, with Catriona Macmillan (Local Lead and OD Facilitator). Read more about what some graduates have to say about the programme. To explore other development opportunities like this, please contact the Learning & Professional Education Team.
Lesley Boyd Clinical Services Manager, Clyde (Graduated 2012)
What did you hope to get from this PGC course in Health Leadership and Management Development? I wanted to obtain the tools required to be a more effective manager. Did you get what you wanted from it? I realised there is no " Magic Formula" which makes you know what to do in every situation, but I learned that I was better at my job than I thought, which taught me to trust my instincts. Ultimately, I gained the confidence I hoped it would give me. How hard was the course and was it worth it? I found the writing of assignments very tough. I understood the learning and applied it well to my practice, but the academic presentation I found very difficult. Many tears and tantrums were shed in the production of my finished assignments (and in the re-submission). One year on and although I still shudder at the mention of the word "assignment", I still feel it was all worth it! What was the best aspect of the course? Gaining confidence in my own skills and learning that it is the combined knowledge and skills of the team you have around you that enables you to be effective and efficient.
“I learned that I was better at my job than I thought, which taught me to trust my instincts” How has this course helped you to develop your role and/ or career? I have used the principles and models used in the course to help me in many projects. How have you been able to apply what you learned? Yes – I can also understand the rationale and theory behind new practices and initiatives. Any top tips for others undertaking this or similar types of development? Refresh your writing skills before undertaking this work as it will make things much easier for you. Also surround yourself with good mentors to support, encourage, bribe and bully you through the course! Any other comments, reflections, plans? My husband has been elevated to sainthood for all the support he gave me, not to mention the tea and chocolate as required! I still enjoy studying and will continue to undertake smaller courses, preferably ones which don’t require written assignments.
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Iyam's story begins in Somalia in 2005 when Iyam, her husband and their daughter left their country due to ongoing tribal conflict. On seeking asylum in Britain, Iyam and her family were provided with accommodation in Glasgow and Iyam has since given birth to a son and another daughter.
Iyam’s Story
Iyam has an HND in Accounting, having first studied English at Anniesland College and then the City of Glasgow College. Iyam, who became a UK Citizen in 2012, is disabled as a result of contracting polio as a child and was experiencing difficulty in finding work. During Iyam’s search for work she got in touch with the Glasgow Centre for Inclusive Living (GCIL), a disabled led organisation for disabled people. GCIL runs an employment programme to support disabled people into employment by providing them with work based placements and then support in finding employment towards the end of their placement. This scheme is funded by the ‘Glasgow Works’ programme and is a form of positive action intended to promote equality of opportunity for disadvantaged people, who can often find it difficult to gain employment.
NHS 24 has a long association with GCIL and in 2012 Iyam was successful at interview for a placement with the Participation and Equalities Team. Jane McCartney, Director of Human Resources says: “The Executive Team fully supports this joint work with GCIL to provide disabled people with opportunities to learn new skills and gain employment.”
During her placement with NHS 24, Iyam has undertaken a full range of work based activities, providing administrative support whilst gaining experience and confidence to the extent that Iyam has now successfully gained employment with a national bank. Iyam said: “I am so pleased with all the support I received from NHS 24 staff. I have got everything I want in my skills and it has helped me to get a job” Charlie Canning from GCIL said: “I am delighted that Iyam has been able to gain employment with the support of GCIL and NHS 24. This is a great way of showing how both of our organisations can work together to improve disabled people’s life chances”. This is a great story made all the more remarkable by the fact that the only English word Iyam knew when she arrived in the UK was “water”.
Workforce Pension’s Schemes and Auto-Enrolment Thanks to Dawn Orr for her photograph of an ideal retirement view - St Lucia
New legislation surrounding workforce pension schemes and auto-enrolment came into effect in October 2012. The legislation is being implemented by individual organisations as it is dependent on the number of employees. The pension regulator sets the implementation date also known as staging date - and for us it is 1st September 2013. In NHS 24 70 % of the workforce are already in the NHS Pension Scheme. There will be no changes for these staff with all remaining in the current Scheme. The changes announced will affect all NHS 24 new employees and from the 1st September 2013 they will be automatically enrolled into the NHS
Superannuation Scheme (NHS Pension Scheme), if eligible. There are around 500 existing NHS 24 staff that are not currently in the NHS Pension Scheme. Those who are over age 22, yet under state pension age, and who earn over £8,105 a year (£676 a month) will automatically be enrolled into the NHS Pension Scheme on 31st October 2013. Staff in this category will receive a letter confirming this and providing details on what to do next. If on 31st October 2013 you don’t meet the above criteria you will only be automatically enrolled when (if) you meet the criteria e.g. if on the 31st October you are 21 but on the 1st December you turn 22 you will be automatically enrolled from 1st December 2013.
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Features
Riverside move update The new Emergency Care Centre in Aberdeen has now been open since December 2012 with GMED operating from there successfully for the last six months. The ECC is a modern, state of the art facility designed in partnership with clinicians. It is the perfect backdrop to positive working and learning experiences. NHS24 staff have been encouraged to visit the Operations Centre and GMED staff have been very accommodating in providing staff with guided tours of the Accident and Emergency and GMED patient area. The second area in the Blood Transfusion Service building has been refitted to suit NHS 24 requirements and has now been handed over to NHS 24. Training for the Future Programme will take place in the BTS area. The current plan is for training to take place from June with a view to making the final move in autumn.
Potential staff benefits include... • Increased opportunities to deliver care in innovative and creative ways • Improved learning opportunities for staff in all aspects of emergency and urgent inpatient care • Better working environment, with modern facilities and, where appropriate, new equipment • Improved security • Integrated working leading to increased career opportunities • Enhanced opportunities for multi-disciplinary team working and training • Enhanced support for clinicians in both primary and secondary care
Updates will continue to be posted on the intranet and a feature on the move will appear in the next edition of Insight.
Help your family look after their health
NHS 24 has joined up with healthcare provider Simply Health to offer our staff comprehensive healthcare cover.
Complementary therapies – includes physiotherapy, chiropractic, osteopathy, acupuncture and homeopathy up to annual limits
Family life is busy and it can be hard to keep track of everyone’s healthcare appointments. With the Simply Cash Plan you can claim money back towards the cost of check-ups and treatment for you, your partner and up to four of your children who are under 18 and living at home.
You can start claiming straight away for most benefits, which means if you needed a filling and crown all you would need to do is attend your healthcare appointment, pay as usual and then send your receipt to claim from us. We’ll then pay the claim straight into your bank account, up to annual limits.
At Simply Health we like to think of our health plan as pots of money you can use to look after your everyday health. Some regularly used health benefits include: Optical – includes prescription glasses, contact lenses and prescription sunglasses up to annual limits Dental – claim for check-ups, scale, polish and treatment up to annual limits
Some people think our health plans are too good to be true, as it offers so much money back on everyday health appointments and treatment. There is no catch. We have been doing this for 140 years and now cover nearly four million people with health plans. Further information can be found on the intranet. Call 0800 980 7890 to join right now.
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Mark goes the extra mile NHS 24 Volunteer Achievement Award winner Mark McCusker contacted Insight to bring us up to date on his latest fundraising. 'On the 27th April I ran the Balmoral 10k in just 49 minutes, this was my first ever 10k race and I was raising money for CLAN Cancer Support, a local charity. I love a good challenge and raising money for this charity made for an extra motivation to do well.
I am also currently training for the London to Brighton walk on 22nd June. I will be walking the 100km from London to Brighton to be completed within 24hours and this challenge is to raise money for Blind Veterans UK. This charity is important to me as I have a friend, Simon Brown, who I met on a previous charity challenge. Simon was left with almost no sight after being shot in Iraq and now volunteers for the charity.' Simon's story was on BBC One's Inside Out in Yorkshire and Lincolnshire Donations can be made: www.justgiving.com/mixed-nuts
Update
The 5x50 is a charity challenge encouraging people to run, walk, jog or cycle 5k (or 30 minute exercise equivalent) every day for 50 days with the aim of changing exercise habits for a lifetime. Our teams at NHS 24 kicked off the 2013 challenge on Sunday 31st March. Let's see how they got on. Catherine McLellan, IT Test Analyst, has had extra motivation to complete the 5x50 as she did it with her 9 year old daughter Hannah (pictured). At the time of going to press Catherine told us; “Hannah has so far covered 139km by cycling 5k every night. She has had to do it regardless of what else she has on (Brownies etc) or what the weather is like and it has been an amazing commitment by her. Hannah has set up her Just Giving Website and so far she’s raised £60 for Autism, her chosen charity. Her goal is to raise £100.” Well done Hannah! Katie Turner, HR Business Support manager also took part in 5x50. She said; One of the hardest things was trying to persuade people to take part - but actually, 5km is not as far as it may sound, and when I explained to people that it was roughly equal to an hour of walking or a half-hour run, people realised that it was
achievable and became more interested in joining the challenge. For me, I covered roughly half the daily challenge just by getting to work on public transport - it's amazing how quickly those little walks from bus stops add up! A group of us started walking round Cardonald Business Park most lunchtimes and it is really nice to get out of the office for a breath of fresh air, so I think that is something we will keep up now the challenge is over. The most difficult time for me was the weekends, when I don’t naturally walk as much as during the week - it was sometimes a struggle to get off the sofa and out into the rainy streets for a walk! But I can honestly say that I always felt good for getting that bit of extra exercise. Overall, it has been fun to have a team challenge to contribute to, and it has had the added bonus of getting us all a bit fitter in the process. I would definitely recommend that more people give it a go next year.'
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People
Blister Sisters Heather McIntosh and Elaine McKirdy held their Black and White themed charity evening on 2nd May at the Pond Hotel, Glasgow, which was a great success, raising over ÂŁ3,000. The evening included games, raffles, a band and a DJ, not to mention Heather bravely fulfilling her promise to shave off all her hair if enough funds were raised! A huge thank you to family, friends and colleagues who were able to attend or contribute by buying raffle tickets. Now the time has come to walk the walk. The girls have already completed their first challenge to walk 26.2 miles around London in their beautifully decorated bras. On June 8th, Edinburgh will be lit up pink to welcome all the
Congratulations to Louise Bewick, Living it Up Project Coordinator, who completed the 26 mile Kiltwalk to raise money for Yorkhill children’s hospital. She has also
Moonwalkers to Scotland and maybe Heather and Elaine will have a slight
pledged to run the Race for Life later in the
home advantage. Then on the 13th of June they leave for Iceland and
summer and the Inverness 10K in September.
take on their third and final challenge of 26.2 miles around Lake Myvatn
Good Luck Lou!
(Midge Lake). Good luck girls!
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Teresa to the rescue Teresa Miller, Nurse Practitioner at Tayside, got in touch to tell Insight more about her voluntary work. "I volunteer at Sunny Harbour - a family run independent cat and kitten rescue centre, operating in the Fife and Edinburgh areas.�
They rescue many unwanted, orphaned and abandoned cats and kittens, often nursing them back to health and allowing them to regain their trust in humans before finding them a perfect home with a new family. I have a rescue cat at present called Lily; a tabby with no tail who I adopted from a cat rescue centre in Cupar called CATS, where I used to volunteer. She was my birthday present from my husband and children. Sunny Harbour are always looking for donations of old bedding, towels, and cat food and they always need volunteers. We have a great laugh and I have made many new friends through them. www.sunnyharbour.org.uk
More se
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People
Here at Insight we've been amazed to discover your secret lives. Here are some more members of staff who get up to unusual things when they leave the office…
ecret lives
At NHS 24 I'm Laura Cowan, Health Information Office Coordinator. In my secret life I'm a... Sugar Artist! I have baked since I was a little girl. Every Sunday I would go to my Granny Cowan's house and my Great Auntie Jean was there too. Whilst my Gran cooked dinner, Auntie Jean would make dessert and I would be allowed to help. I loved to lick the spoon after it was finished! I started baking and increasing my sugar art skills about 6 years ago now.
What is the most difficult challenge you've faced in your secret life?
At NHS 24 I'm Jacqui Herrington, Nurse Practitioner. In my secret life I'm a…Wildlife Photographer!
My most difficult cake to make was a wedding cake for a friend – but this was also my first one! I had taken a week's leave to complete it and I wanted to make sure I did it right. I was so happy with the end result. Time management plays a bit part in Sugar Artistry – a lot of people don’t realise that the cake alone takes two hours to bake in the oven, then it needs to cool down (overnight) then the decoration starts. A posy of three or four roses can take me anything up to nine hours to make.
I want to be a Sugar Artist too! How do I go about it?
I have a Canon 7D camera with a 100-400mm zoom lens that weighs half a stone - a lot to carry around. You have to travel to where the wildlife is and be prepared to sit around in cold locations at funny times of the day in order to catch your prey! A car is an excellent hide. You also need patience and a lot of luck. I have been quite lucky when it comes to seeing things.
I learned a lot using online tutorials on various sites such as YouTube and attending classes at college and at other sugar artist's homes. New techniques are always being developed and Facebook is also a great resource for following other cake and sugar artists.
What is the most difficult challenge you've faced in your secret life?
And finally, what's your favourite flavour?
In order to photograph Ptarmigan (a type of bird) I had to climb high in the Cairngorms for hours "off piste" in thigh deep snow to see them.
There are so many but if I had to pick one it would be Red Velvet - it tastes devilishly good!
Do you have a favourite photo out of all those you have taken? When I went on my safari to Kenya I felt like I had gone to heaven, birds and animals from dawn to dusk, I took 3000 photographs.
Which animal is the most difficult to shoot? One of the most elusive is the leopard and I was very lucky to see two in one day. I also really enjoy the challenge of getting clear shots of birds in flight…you have to pan with the camera and follow the bird, keeping them in view.
I want to be a widelife photographer too! How do I go about it? Most people start by watching birds in their gardens and wanting to take photos of them. There are loads of RSPB/ SWT places in Scotland that have facilities/hides for photographers.There are places up north where you can watch red squirrels, pine martens and ospreys. You also need to have some relatively decent equipment, a digital SLR plus a good lens.
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Some like it hot Hot chili cheese salad 10oz/250g cherry or baby plum tomatoes halved 1/2 red onion finely sliced
1 clove garlic chopped Juice of 1/2 lemon 1 tbsp olive oil
Mix the first six ingredients in a bowl and season. Add a drizzle of olive oil to a small frying pan and fry the cheese and chili briefly over a medium high heat.
1 red chili chopped
Add to the bowl and garnish with coriander.
10oz/250g halloumi or hard goat's cheese cubed
Left-overs are excellent for lunch the next day.
I small bunch coriander chopped
Serves 4
6oz/150g puy lentils cooked
Sudoku Complete the puzzle ensuring each row across and down - as well as each section - contains the numbers one to nine. The solution will be in the next issue of Insight
Issue 9 solution
The Bounty of Scotland It's coming up to the time of year when many of us are looking for ideas for a fun inexpensive day out with the family.
Here's a quick guide to what is in season in the coming months…
Visiting a Pick-Your-Own farm is a great way to teach your kids about local food, as well as tiring them out! In addition, you will end up with baskets of inexpensive fruit and veg to stock up your freezer and larder. To find a farm near you go to: www.pickyourownfarms.org.uk
June
Tips for picking:
Game - Wild Trout
Fish & Seafood - Crab, Grey mullet, Salmon
• Wear old cool clothes and take plenty of wet wipes for sticky fingers
Meat & Poultry - Lamb
• Put the kids in old trainers or plimsolls to protect their feet • Remember the insect repellent, sunscreen and sunglasses
Fruit - Cherries, Elderflowers, Gooseberries, Raspberries, Redcurrants, Strawberries, Tayberries
Veg - Asparagus, Aubergines, Beetroot, Broad Beans, Broccoli, Cauliflower, Courgettes, Cucumber, Lettuce, Mangetout, Mushrooms, Peas, Peppers, Potatoes, Radishes, Spinach, Turnips
July
Fruit - Blueberries, Gooseberries, Loganberries, Raspberries, Tomatoes Veg - Aubergines, Beetroot, Broad Beans, Broccoli, Cauliflower, Celery, Courgettes, Cucumber, French Lettuce, Mangetout, Mushrooms, Onions, Peas, Potatoes, Radishes, Turnips Game - Wild Trout, Venison
• Take plenty of cool drinks – picking is thirsty work!
• Make sure your kids know how to identify ripe fruit before they start picking
Loganberries, Plums, Raspberries, Strawberries, Tomatoes Veg - Aubergines, Beetroot, Broccoli, Cauliflower, Celery, Courgettes, Cucumber, French beans, Lettuce, Mushrooms, Onions, Peas, Peppers, Potatoes, Radishes, Runner beans, Shallots, Sweetcorn
•
Check you know where to get your fruit weighed and where to meet if you are separated – farms are big busy places
Fish & Seafood - Clams, Pike, Pilchards, Trout
August Fruit - Brambles, Blueberries, Gooseberries, Greengages,
Game - Grouse, Hare, Venison, Wild Trout
Fish & Seafood - Crayfish, John Dory, Skate
27
Life style
Celebrate summer on Skye with an enchanted walk The Fairy Glen, Isle of Skye
Do you live in a beautiful or fascinating part of Scotland? Email us and we will feature a walk in your area in the next edition insight@nhs24.scot.nhs.uk
A bizarre and delightful miniature landscape of grassy, cone-shaped hills, the Fairy Glen (sometimes spelt Faerie Glen) is a beautiful spot on a sunny summer's day. TERRAIN Mostly dry, grassy walking. Paths are faint but the exact route taken when exploring the glen doesn't matter.
STAGE 1 Take the side road which leaves the A87
near the Uig Hotel - signed for Sheader and Balnaknock. After a few houses the Fairy Glen comes into view ahead as you descend. Take the track on the left - there is room to park on the grass on the right hand side (take care not to block the track). The Fairy Glen was formed by the land being disrupted by a series of landslides (on a smaller scale than the huge landslips that formed the Storr and the Quiraing), with the results then smoothed by subsequent glaciation. The area covered is quite small and the road is always close by, so the exact route followed around the glen doesn't really matter. The route as described visits the most interesting features.
STAGE 2 Ascend the bracken ridge ahead, on the
left side of the road. Continue along towards the far end of the ridge before descending its left slope on easy grass into a boggy hollow. Skirt the hollow on its left side to keep to dry ground, passing to the left of a perfect cone-shaped hillock. The road is visible to the right; keep left, passing behind more hillocks and following traces of a vehicle track. The valley forks - take the right hand fork as the track goes left. Contour the left slope and then the right slope, before climbing slightly to pass a final cone. A waterfall is visible in the distance.
STAGE 3 Keep skirting the left side of the slopes
ahead. There's a fence below to the left; keep to the right of the small trees to regain the road at a bend. Turn right along the road, and in fifty metres turn back left by a broken stone wall amongst trees. Keep close to the wall to avoid boggy ground. As the wall bends right, ascend the clear path uphill to the left. Follow the path as it climbs round the back of the rocky tower. Once behind the ridge with the rocky tower, follow the path up steeply onto it. There's a great view down to a loch below.
STAGE 4 The rocky tower (known as Castle Ewen)
can be climbed by a gap in the rocks - take great care. The summit is surprisingly spacious, with enough flat grass for a picnic. Descend back down to the path behind the ridge. Follow the path down to the right, aiming for the left side of the loch and the road.
STAGE 5 Looking back as you descend towards the road, Castle Ewen looks impregnable. Once at the road, turn left to return to the start.
The Maiden of the Wave!
T
he Ceasg or Maighdean na Tuinne ('maiden of the wave') is the mermaid of the Highlands. She is half-human and half fish. Ceasgs are known to conduct love affairs with human males, often marrying them. The offspring of these unions are destined to become great sailors and sea captains. If a Ceasg can be captured and overcome, she has the ability to grant three wishes. This is a difficult task to achieve because it is done by the destruction of her soul, which is kept safely away from her body, often hidden on land. The mermaid is one of the most popular figures in folklore. Unlike other hybrid creatures, mermaids have been the subject of many sightings up to the present day. In the age of trade and exploration, many mermaids were seen. Christopher Columbus saw three off Haiti, Sir Richard Whitburne saw one when discovering Newfoundland in 1610, and Henry Hudson's crew spotted a mermaid off Nova Zembla in 1625. The most famous mermaid to have been captured, the ‘mermaid of Amboina’, was found off the coast of Borneo in the eighteenth century. She refused to eat and made only a plaintive squeaking noise. After four days in captivity she died.
Many thanks to Call Handler Shaun Singh for his illustration of the Ceasg.
28
People
Supersnaps le Man Molecu Turner By Katie
Here a magazine t Insight we’ve inundated with photbeen ographs – nearly 5 0 t h is issue. For the firs t ti
me we’ve the Supers decided to naps pag theme e and the connecte se shots a d with ‘W re all ater’. Loo photogra k out for y phs; they our other will be ap pearing o n the intranet s oon. Please co ntinue to send you r photogra they mus t be in jpe phs in; g format and at least 1mb in size.
Ardnamurchan By Lynn Cuthbert
out 1st day n ’s ie t r Be pto rtin Lu By Ma
s Penguin ld a n o e MacD Catherin
Moored off Co By Catriona ll Macmillan
Shag on May Isle By Jacqui Herrin gton
Bowling By Phil Dawson