Insight - March/April 2017

Surrey and Sussex Healthcare

NHS Trust

March/April 2017

caring

friendly fair teamwork supportive respect

positive

dedication

diversity opportunities

stars

hardworking

kind

helpful appreciation compassion

service leadership

excellence

Inside this issue: SASH in top 20% SASH + update First anniversary celebration Introducing the BAME network Getting to know: David Barton

A word from Michael Wilson CBE chief executive Welcome to the first edition of Insight - our new staff magazine, which will feature news about SASH people; our successes and achievements along with organisational news and updates about SASH+ and our plans for the future.

The Insight team will be out and about around the hospital to hear your stories and good news – make sure you let them know what is new in your team (see contact details below).

I hope you enjoy the new style magazine and look forward to reading more about the work you are doing and the difference you are making to the people we care for.

Best wishes

Michael Wilson CBE Chief executive Insight magazine is produced by the communications team. If you would like us to feature you or your team contact us at: communications@sash.nhs.uk

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A word from: Michael Wilson CBE, chief executive.

Contents.

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SASH in top 20% First anniversary celebration.

3

SASH+ update.

4

Business insight.

5

Standards of behaviour: Phone etiquette.

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Introducing the BAME network.

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A look back in time: Opening of East Surrey Hospital makes history.

Paula names new staff magazine.

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Radio Redhill plays Mayor’s top ten.

Visit to Childrens outpatients was a hoot.

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Getting to know: David Barton.

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Apprentice Jason reflects on his first month at SASH. Welcome to our new overseas nurses.

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SASH active.

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SASH in top 20% ‘I am delighted to let you know that thanks to you SASH has been ranked amongst the best in the country.’ Michael Wilson CBE, chief executive.

The results of the national NHS Staff Survey, published in March put SASH in the top 20% of hospitals nationally as a place to work and receive treatment and also as somewhere patients receive quality treatment and care.

Motivation and satisfaction scores, along with staff engagement scores, have continued to increase each year, and are in the top 20% across the country and above the national average.

A total of 66% of you completed the survey, an increase compared to last year, with your very positive responses putting SASH in the top 20% nationally for 22 of 32 areas covered by the survey. As well as showing where we are getting it right the results also give a valuable insight into areas where we need to focus and teams will discuss these and agree action plans going forward.

Michael concluded, “I am particularly encouraged to know how committed and positive you feel about working at SASH particularly given the ongoing pressures we have experienced locally and in the NHS more generally.

“I am proud of your commitment to making a difference to the people we care for and delighted that this is reflected in how motivated you feel in recommending SASH as a place to work and to receive care. Thank you.”

First anniversary celebration

everyone affected by cancer.”

Speaking at the open house event Michael Wilson CBE, chief executive, said: “I am delighted to celebrate our partnership with Macmillan and all that it has achieved in the last year - bringing the very best care and support together for our patients and their families. Providing the support they need and enhancing the care our clinical teams provide.

I know from the comments and thanks we regularly receive from our patients just how valuable this combination of high quality care and support is and the very important difference it makes to the people we care for.”

The East Surrey Macmillan Cancer Support Centre celebrated its first birthday with an open house event after opening its doors in January 2016.

During the Centre’s first year it has welcomed more than 1,600 people, given free, confidential drop-in services and a range of information and advice about all aspects of cancer to people from across the area. The Centre offers a range of support including mindfulness and holistic therapies, financial advice sessions, courses focussing on life after cancer and bereavement support sessions.

One of the people who has received support from the Centre is Isabel McNaulty, from Redhill, who has used the service while her daughter has been receiving cancer treatment at the hospital. Isabel said: “I use the centre to sit with others going through the same thing and have a cup of tea and a chat. It really is a fantastic resource – not just for patients but for

Pictured above: East Surrey Macmillan Cancer Support Centre.

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update It’s an eye opening, jaw dropping, gobsmacking, superfizzin’ Trust.

Roy Lilley NHS commentator

the KPO Intranet page: http://intranet.sash.nhs.uk/department-directory/ sash-plus/kaizen-promotion-office-(kpo)/

A SASH+ Rapid Process Improvement Workshop (RPIW) is a week long workshop where a team of people from teams across SASH come together to improve workflow and patient care. Two recent RPIWs looked at management of diarrhoea and the preparation of medical records for their journey to the main outpatients department of East Surrey Hospital.

Stakeholder visits SASH recently hosted stakeholder visits from Chris Wormald Permanent Secretary at the department of Health and professor Jane Cummings, chief nursing officer for NHS England and Roy Lilley, broadcaster and commentator all of whom were keen to hear from staff about their engagement and commitment to the SASH+ improvement work.

Roy Lilley said: “I’d like to sing their praises more but I can’t.” He also documented his visit to SASH in his daily blog, to read Roy’s blog visit: http://tinyurl.com/zqkkje2

The ideas trialled during the RPIW week have resulted in many improvements to the process.

Here is what some people who took part said about their experiences of the week.

Lean for Leaders update Lean for Leaders is a seven month development programme taught in partnership with the Virginia Mason Institute.

You can find out more about the work being done by Lean for Leaders delegates and about how we are improving our processes and transforming the way we deliver care by looking at the SASH+ videos on the Intranet site here: http://intranet.sash.nhs.uk/department-directory/ sash-plus/kaizen-promotion-office-(kpo)/leanfor-leaders-videos/ The first two cohorts of Lean for Leaders completed their course by the beginning of March. Cohorts three and four had their introductory session in February.

I feel empowered in having a say on how to tackle problems which in turn enables me to prepare clinics more efficiently.

Jackie Longley Medical records clerk

It has been a most rewarding experience.

We got together with people from other departments some that we may have never met before; we listened to their ideas and then started to trial them in medical records.

Rebecca Chivers Medical records clerk

If you would like to find out more about SASH+ please contact Sue Jenkins, director of strategy and KPO lead at KPO.Team@sash.nhs.uk

At the end of every RPIW week the team present a their findings known as a Report Out. The videos of the Report Outs can be found on 4

News in brief:

If you would like more information about raising concerns or you want to contact Catherine who is available on Tuesdays and Wednesdays.

NHS Flu Fighter

Contact Catherine on 07583 056 558

Thank you to everyone who supported our Flu Fighter campaign. By 31 December we exceeded the 75% Commissioning for Quality and Innovation (CQUIN) target for immunisation of frontline healthcare staff.

Achievement reviews Achievement reviews are a valuable part of your professional development. Please ensure your achievement review is scheduled with your manager in line with the timetable below.

The Trust offered free flu vaccination to all of our staff and a record 2560 of you took up this opportunity. A special thank you to Salonee Narayanen occupational health adviser who singlehandedly vaccinated over 800 staff.

It was a real demonstration of ‘one team’ with peer vaccinators from across the Trust joining occupational health to administer the vaccinations.

2017 achievement review timetable

The flu fighter prize draw winner is Gabriella Kiss-Kozari, nursing assistant who won the Apple ipad as our overall Flu Fighter. Other prize winners are Janice Blythman, matron for women and children, John McShane, physiotherapist and Thomas Swindells biomedical scientist who won a choice of one hot meal a day for a month in the 3 Arch restaurant or one month’s worth of parking scratchcards or £20 Lovetoshop voucher.

Band

Timetable

Band 8 and above

March - May

Band 5 - 7

April - July

Band 1- 4

June - October

Strategic objectives SASH has five stategic objctives to help us deliver our goal: To pursue perfection in the delivery of safe, high quality healthcare, which puts the people of our community first.

The strategic objectives (below) align with the Care Quality Commission’s domains.

Freedom to speak up guardian SASH takes staff raising concerns very seriously and understands the importance and the need to provide a robust system for staff to raise concerns and is working to create a more open and honest culture.

Strategic objectives

The Francis Inquiry and subsequent reports including the Freedom to Speak Up review have reinforced the need for organisational culture change.

Effective

Safe

How safe are our patients How effective is our care

Caring

How caring are we

Catherine Sharpe is the new independent speak up guardian for Surrey and Sussex Healthcare NHS Trust.

Responsive

How responsive are we to the needs of our catchment population

Her role is to encourage and support staff to raise concerns and ensure that the voice of front line staff is heard clearly at a senior level within the organisation.

Well-led

How well led is our organisation 5

Phone etiquette How we answer the phone and talk to our patients can affect how people view SASH as an organisation. A negative experience can leave callers feeling frustrated at being passed around, or that a call has not been returned, or that it is not even possible to leave a message and the caller has to keep phoning back.

callers, information is available about how to get the best from our phone system. This includes how phones should be answered, how to set up and use voicemail, bleep numbers and contact details for secretaries.

There are also times when responding to a caller can be challenging. There is also guidance to help in managing difficult calls, that will help you to be part of the solution. Whilst we expect everyone to do their best to resolve a problem over the phone, we firmly believe that staff should not have to deal with abusive or aggressive callers. The guide includes advice on how to bring an end to calls like this.

Getting it right for patients who are often worried or anxious makes a real difference. It is important to agree what works best for the department you work in, so that calls are handled in a way that delivers the best service and experience to callers. A call should get through to the right extension first time, be answered promptly and the enquiry resolved on the spot as often as possible.

To read the guide please visit the Intranet: http://intranet.sash.nhs.uk/department-directory/ support-services/phone-system/

To help us improve the service we deliver to

Pictured above Di Downey, medical secretary, cardiology

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Introducing the BAME network The Black Asian and Minority Ethnic (BAME) network was officially launched at an event to welcome new members and supporters in March.

Alexandria Dyer, BAME advisor who opened the event said: “The aim of the BAME is to provide an independent and effective voice for BAME staff, patients, service users and carers to ensure SASH delivers on its statutory duties regarding race equality. The network will also raise awareness of our different cultures and celebrate the wide diversity of our SASH team.”

The staff survey has highlighted three areas where SASH can support BAME staff by: • further reducing the number of staff experiencing discrimination at work (SASH figures for discrimation are below the national Acute Trust average) • reinforcing our position in the top 20% of Trusts nationally for providing staff with equal opportunities, career progression and promotion • ensuring that all staff are appraised and that achievement reviews are of a high quality If you would like to know more about the BAME network please contact: Alexandria Dyer, BAME advisor, alexandria.dyer@sash.nhs.uk or x6915 Pictured above: Michael Wilson CBE with Alexandria Dyer BAME advisor

April 2015 the introduction of the Workforce Race Equality Standard by NHS England, in recognition that the NHS has failed to deliver on its statutory obligations concerning race equality.

Staff acknowledge equality and diversity on Martin Luther King Jr day

The introduction of the Standard has provided an opportunity to strive for real change for the benefit of BAME people - both staff and patients.

SASH is taking an active role with: • diversity training to bring about wider positive changes.

• opportunities to bring about change at team level, where most discrimination occurs.

• creating team inclusiveness that includes: a clear vision and values; shared team leadership; valuing diversity and a pattern of listening to and valuing all voices within the team.

On Martin Luther King Jr day we remembered his vision of racial equality which inspired millions.

The achievements of Martin Luther King Jr taught us that transformational leadership improves the performance, morale, motivation, and dedication of both leaders and their teams and, promotes a common vision, leads change in an organised manner and successfully integrates the change.

For more information about the BAME network please contact Alexandria Dyer at alexandria.dyer@sash.nhs.uk

The legacy of Martin Luther King Jr has impacted the NHS in many ways including, in

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Insight takes a look at moments from our history

Opening of East Surrey Hospital makes history

In August 1984 a pint of milk cost 23p, a first class stamp cost 17p, Frankie goes to Hollywood was top of the charts with the song When Two Tribes Go To War and East Surrey Hospital made history when it became the first hospital to be opened by a Prime Minister.

Margaret Thatcher, then Prime Minister, officially opened East Surrey Hospital on 3 August 1984.

In the past, MPs had opened annexes, wings and departments but never a brand new hospital.

Margaret Thatcher said: “As we have gone round the new hospital we have observed the excellent layout, the marvellous medical staff which you have and all the other wonderful support staff.

It would be impossible not to notice the delight in the eyes and hear the praise of the patients who say that they could never have had better treatment anywhere else. I always want the best of everything in Britain, because it’s a marvellous country and I like the best things.”

The hospital was built in two phases, costing an estimated £13 million to build phase one and around £9 million to build phase two.

In 1984 the hospital had 243 beds and served a population of 187,500 people. Nowadays the hospital has 691 beds and serves a local population of 535,000.

Pictured above: Mrs Thatcher opens Surrey’s new hospital.

History in the making. The Surrey Mirror, August 3 1984.

Paula names new staff magazine Congratulations to Paula Tucker, deputy chief nurse of innovation and improvement, who has won the competition to name the new staff magazine. Insight was Paula’s winning suggestion, chosen out of over 100 entries.

Paula said: “I was really surprised to hear I had won. The name just came to me as I was driving home one night after work.”

Paula, (Pictured right) was presented with a bottle of champagne (kindly donated by Laura Warren, head of communications).

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night for his safe return, unfortunately he never came home again.”

Radio Redhill has 70 member volunteers who work as presenters and request collectors.

They have been hitting the airwaves since 1975. Each evening the presenters walk around the hospital collecting requests. The station receives, on average, a staggering 8,000 requests a year.

Radio Redhill plays Mayor’s top ten tunes

You can listen to Radio Redhill on 1431 AM medium wave or on the Radio Redhill website, www.radioredhill.co.uk by clicking Listen Live to hear the programmes in stereo. You can also see a full list of available programmes on the website.

Radio Redhill broadcasts 24 hours a day 365 days a year.

Nigel Gray, chairman and presenter at Radio Redhill recently interviewed the Mayor of Reigate and Banstead, David Powell, who chatted about his life and extensive charity work in between playing his top ten songs.

Among them, Aretha Franklin’s ‘I say a little prayer’ and ‘Bring him home’ by Alfie Boe from Les Miserables.

If you know a patient who wants to listen to Redhill Radio and does not have headphones please contact: studio@radioredhill.co.uk

David explained his choices: “When I was four my dad went to war. Mum made us pray every

Photo above left: Nigel Gray and Mayor Powell at the Radio Redhill studios.

Visit to childrens outpatients was a hoot A very special visitor recently came to see the young patients at East Surrey Hospital children’s outpatients.

Daisy, the European eagle owl, came to SASH with her handler Terry Travis from the Heathrow Owl Rescue Centre.

Mum of five, Alexandra Fountain was at outpatients with three year old daughter Emily (pictured right) said: “What a fantastic experience and treat for Emily. Hospital visits can be stressful for kids and Daisy’s visit completely changed the mood in the waiting room.”

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David Barton Lead emergency practitioner Insight goes out and about to meet SASH people.

years full time, however I have worked in ED for eight years.

This month we met David Barton.

What is the best thing about working at SASH?

Which department do you work in?

Emergency department (ED).

The people and my SASH family and being able to make a difference.

What is your job title? What advice would you give to a new colleague?

Lead emergency practitioner.

I would say, learn something new and do How long have something you don’t you worked for the SASH? want to do everyday.

Love what you do and keep smiling.

I have been here six

What do you do in your spare time?

I like to grow very hot naga and scorpion chilies.

Learn something new and do something you don’t want to do everyday. Love what you do and keep smiling.

Do you have any pets?

One cat, Alfie and a dog called Morgan.

Tell us a little more about yourself...

I was born in Croydon and currently live in South Nutfield, Surrey.

I started my career

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in the ambulance service, qualifying as a paramedic 20 years ago. Now I lead a large team of emergency practitioners and advanced clinical practitioners (advanced nurses and specialist paramedics).

I am passionate about advanced practice and mental health services in the emergency department and designed the mental health risk assessment tool for SASH which helps to protect staff and patients.

Apprentice Jason reflects on his first month at SASH Jason Marques-Jardim, apprentice with the workforce development team kept a diary of his first three weeks at SASH and now shares his first impressions with Insight:

nurses that work here in future.

It is amazing to think we may help them make that decision.

Overall my first month of SASH was fast and fun, there is a huge sense that everyone at this hospital works as one team and I am happy to be a part of the team.

If you want to know more about apprenticeships please contact Dawn Huish at academy@sash.nhs.uk or visit our website: www.surreyandsussex.nhs.uk/working-for-us/ work-experience for further information on the work experience programme and details on how to apply.

Welcome to SASH Week one

On my first day of work here I was greeted by everyone and on my desk was a card that everyone signed and left a message. This was an amazing first impression.

The first week was flurry of faces which I tried my best to retain; everyone was really kind to me which really helped calm my nerves and helped me to settle in quickly.

Week two

I attended the Annual General Meeting, (AGM) which was a good way to meet people I wouldn’t usually encounter on a day to day basis. The meeting itself was well organised and every speaker passionate. I couldn’t understand everything they were talking about but I am sure, in time, I will.

Welcome to our overseas candidate nurses who are embarking on their UK registration journey.

Arriving from the Phillipines, India and Africa. They are working throughout SASH to gain experience and prepare themselves for their registration exams.

Week three

When you see any of our new nurses please be sure to welcome them as a member of the SASH team.

I joined the team at a careers’ fair at St Bede’s School, Redhill to and talk about the different jobs that our hospital has to offer. It was a fun, exhausting but rewarding experience. We met a large number of students and we were able to speak to people who could be the next doctors or 11

active Physio-led pilates classes

Join the new SASH NHS Community Choir

Pilates classes for staff. All abilities are welcome to join, from beginners to advanced.

We are reforming our workplace choir and are looking for budding singers amongst staff and local residents. Anyone can join.

If you would like to: • tone up ahead of the warmer weather • build your core strength • improve your posture

• no experience required • no auditions • nominal fee of £3 per person per week • come along, meet new people and have fun

Come along to the physiotherapy gym, therapies department, East Surrey Hospital, between 5-6pm every Friday. The cost is £7.50 per session, we offer a discount for multiple sessions.

To register please contact:Sarah Wood, head of workforce relations at: choir@sash.nhs.uk 01737 768511 x6500

Please contact claire.armer@sash.nhs.uk to sign up or for more details.

Reminiscence book appeal

transforming healthcare

Care of the elderly wards are appealing for books for group and individual reminiscence activities to help support our patients who are living with dementia.

Kaizen Conference You are invited to our: SASH+ Kaizen Conference 9 May 2017 9am - 5pm Post Graduate Education Centre East Surrey Hospital

We are looking for books that are picture based on local history, sports, photography, holidays, fashion and royalty etc. We would also like old postcards and photos of events and/or places.

find out more about our exciting partnership with the Virginia Mason Institute in Seattle and NHS Improvement

Please leave all donated items with the volunteer book store (open Wednesdays 10am-12pm) in the main corridor near the East Entrance or the volunteers information desk at the East Entrance.

hear more about our SASH+ continuous improvement (kaizen) work and experience the improvement methods we are using

For more information please contact Chris O’Connor, nurse consultant for dementia and older people.

hear from our staff about the difference the improvements are making for our staff and in how we care for our patients

Spaces are limited – contact us now KPO.team@sash.nhs.uk 12