In Touch Plus

University Hospitals Coventry and Warwickshire NHS Trust

Sponsored by VINCI

Getting Emergency Care Right

ISSUE 1 WINTER 2014

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Five minutes Page with New Non Executive Directors

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Outstanding Service and Care Awards (OSCAs)

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A magazine for staff, patients, visitors, volunteers and members

Welcome I would like to welcome you to the first edition of InTouch Plus. This is a magazine for staff, patients, visitors, volunteers and members to keep updated about some of the amazing work which takes place in our hospitals - University Hospital, Coventry and the Hospital of St Cross, Rugby.

2013 started off as a difficult year for all of us in the NHS. First of all we had one of the longest winters which brought with it the inevitable extra pressures on staff and beds. Then of course we had the publication of the Francis Report into the failings at Mid-Staffordshire and the lessons that we all had to take on board as members of the NHS responsible for safe care for our patients.

However, there was a lot of positive work too which took place within the Trust in 2013. As a Trust we’ve been shortlisted and won many awards for infection control, research, ICT, pressure ulcers, sustainability and leadership.

Since September there has also been a huge amount of passion, hard work and

enthusiasm dedicated to the Getting Emergency Care Right campaign. This has already seen a massive improvement in patient flow, an improvement in patient experience as shown through the Friends and Family Test scores and improved our reputation externally as we continue to meet the 95% target.

Whenever I go around the Trust now, I can see and feel the difference in the atmosphere and morale of staff.

And then there's the investments - new radiotherapy machines at a cost of £3.2million, the refurbishment of the Arden Cancer Centre reception (kindly joint funded by Coventry Hospitals Charity and UHCW Charity) and the refurbishment of the Rehabilitation

Centre at St Cross.

I am also excited to announce that an innovative Da Vinci Robot, used for specific keyhole surgery, has been purchased again with funds from Coventry Hospital Charity and UHCW Charity. It uses minimally invasive techniques for better patient outcomes and I know a number of our surgical colleagues are extremely excited about its arrival.

There are lots of exciting plans for 2014, and we hope to keep you updated through this magazine. Enjoy!

Andy Hardy Chief Executive Officer

Choose Well and get the right care Using the right local healthcare service means you will be seen quickly and get the right care in the right place. Below you’ll find examples of injuries and illnesses and which service you should use.

Illness dealt with by GPs and pharmacies include

Accident and Emergency is for LIFE-THREATENING and EMERGENCY CONDITIONS ONLY!

- Cough, cold and flu symptoms - Diarrhoea - Hay fever - Nausea and vomiting - Fever - Head lice - Constipation - Thrush - Conjunctivitis - Skin conditions - Blood pressure checks - Medication checks - Warts and verrucas - Insect bites and Stings

Severe illness and injury - A&E Less severe illness and injury - Urgent Care/Walk-in Centre/Minor Injuries - Small wounds including those that need a few stitches - Animal bites and stings - Sports injuries - Minor burns - Tetanus immunisations - Suspected broken bones - Skin conditions including minor rashes - Ear conditions e.g for objects stuck in ear

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Suspected heart attack Chest pain Unconsciousness Heavy blood loss Deep wounds Abdominal pain Severe breathing difficulties Head injury Hip fracture Suspected stroke Severe burns

If it is an emergency and you are very sick dial 999.

Getting Emergency Care Right After a lot of hard work over two years, and having sought opinions from external experts, we were still in the 10 worst performing Trusts for A&E performance. This meant that our patients coming through our A&E departments were having to wait longer than they should to be admitted.

In order to improve the care, experience and safety of patients coming to us for Emergency care, our Chief Medical Officer Meghana Pandit and Chief Nursing Officer Mark Radford launched ‘Getting Emergency Care Right’ (GECR) in September.

It has five key principles which make up our FREED message: - Facilitate effective discharge.

- Right person, right place.

- Early specialist input.

- Eliminate unnecessary tests.

- Daily senior review.

Within two weeks 1,600 clinical staff had been trained in these principles. Simple measures, which were published on the Trust intranet, were used to track key aspects including daily discharges, readmissions, mortality, and the numbers of patients admitted from the Emergency Department.

Meghana also introduced 25 safety standards covering emergency care and ensured these were met including:

- Ensuring specialist clinicians attended A&E within 60 minutes - Daily senior review on wards.

Importantly, we also introduced a command structure with managers such as Clinical Directors, Modern Matrons and Group Managers, meeting daily at 8am to plan and 5pm to review and ensure all is in place overnight so we can deliver the best and timely care for our patients.

Our top 100 leaders, made up of clinical and non-clinical managers, have undertaken ‘Check and Challenge’ visits to wards to assess if GECR has been embedded within the practice of doctors and nurses.

Four months on and our Friends and Family Test score improved from 52 in September 2013 to 58 in November 2013 for A&E patients.

For inpatients this has increased from 57 in May 2013 to 64 in November 2013.

we had met the performance for a quarter. The national target is that 95% of patients should be seen, admitted or discharged within four hours of arriving at A&E. A survey sent out to all those who had taken part in the programme demonstrated that 96.3% were aware of it, 92.5% agreed with it and 81.7% think the care of patients coming to us for Emergency care has improved since it was launched.

Mark and Meghana said: “This campaign has improved the care we give to patients and proves culture change does not take years to implement.

“We have shown that by working together, practical change that improves patient experience can happen quickly and be sustained.”

If you would like to know more about GECR please contact Kerry Beadling-Barron in the Communications Department on kerry.beadling@uhcw.nhs.uk

For October to December 2013 our four hour performance was 96.7% which was the first time in two years

Chief Medical Officer Meghana Pandit and Chief Nursing Officer Mark Radford lead the GECR campaign 3

Five minutes with.... our new Non Executive Directors

Ed Macalister-Smith Non Executive Director

Why did you want to become a NED? I have worked in the NHS at Board level for the past 15 years. When I retired last year I did not want to lose contact with the service, so have done a number of things to keep connected, but when the opportunity arose to become a NED of the local teaching hospital, I jumped at the chance. I was delighted to be appointed.

What was it that attracted you to NHS Trust?

My NHS career has mostly been in the south of England. However, my wife and I moved to the Cotswolds three years ago, and I joined the Membership of the local NHS providers including South Warwickshire Foundation Trust, Coventry and Warwickshire Partnership Trust, and University Hospitals Coventry and Warwickshire NHS Trust. I have enjoyed finding out more about the local NHS which I was not previously familiar with, and have been impressed with the best of what is going on in the region. Our Trust has more to do to get ahead of all the pressures that the NHS faces, and I'll be trying to help the Trust

hopefully put to positive use some of the learning and experiences from the commercial world to the benefit of patients.

Ian Buckley Non Executive Director

Why did you want to become a NED? It is a bit of a clichĂŠ but I really do want to give something to an organisation which I truly believe in. I have been fortunate in my business career and now have the time to assist and 4

What was it that attracted you to UHCW? I live in Warwickshire so am able to listen to comments from those who use its services, UHCW, whilst not perfect, has a reputation for striving to get things right and putting the patient first. The link with University of Warwick presents real opportunities to make UHCW one of the best hospitals in the country. Care, Achieve and Innovate resonates with my personal aspirations and values.

to do just that by improving quality, improving patient experience, and managing the money.

What do you see as the main aspect of your job?

I see two key tasks. The first is to support the Executives and the staff to do a great job. I am therefore delighted to have been asked to Chair the Quality and Governance Committee, and would like the work of this important group to become better known to staff. The second task is to be resolute in driving for high quality services, knowing that is what I would want if I was admitted for care, and knowing that is what the vast majority of staff want to deliver when they come to work.

What do you see as the main aspect of your job?

To challenge the board to ensure we develop the best strategies for delivering effective, safe and patient friendly services for the optimum cost. The NHS nationally provokes comment in the media on a daily basis.

UHCW must stay focused on the objectives it has set itself, whilst constantly being vigilant and learning lessons when things have failed or not gone well elsewhere.

What has been your proudest achievement at work?

My business, Advanced Communication and Information Systems, was

What has been your proudest achievement at work?

I took on the NHS system in Buckinghamshire a few years ago when staff were demoralised, and key targets and money were being missed. Between us we set a new clinical strategy for the system, and made some radical changes to how it all worked, such that we came out of the historic difficulties and set off in a new direction - the work is still in progress as these things often are, change takes time!

Tell us something about you that would surprise us?

I have a degree in forestry - helps me see the wood for the trees (sorry!).

awarded The Queen’s Award for Innovation, which I received from The Queen at Buckingham Palace. This represented external acknowledgement of a great deal of exceptional, hard and clever work from our entire workforce.

Tell us something about you that would surprise us?

I have competed in The Round the Island Race (sailing around the Isle of Wight) and want to sail around the world, when I retire!

Meet the team who support older patients with confusion and dementia UHCW is committed to ensuring older patients with dementia and confusion receive effective and compassionate care when they come to hospital.

Nurses who support frail older people and patients with dementia at University Hospital, Coventry, are Rose O’Malley, Liz Kiernan and Tracey Chapman. Debbie Harris, Specialist Mental Health Nurse supports all patients 65 and over at the Hospital of St Cross, Rugby.

UHCW has a long history of practices designed to raise the standards of care for those with dementia and confusion, to ensure all patients are treated with dignity and respect. The Older People’s Team has continued to seek new ways to improve the care it provides for people with dementia across the Trust at every level.

Clinical Nurse Specialist, Liz Kiernan said: “One of the most important Trust-wide initiatives so far introduced is UHCW’s ForgetMe-Not Care Bundle. The care bundle is a proven set of interventions to help older patients with dementia or confusion or who are frail have a better quality of stay during their time in hospital. These interventions include filling out a Getting to Know Me Form; staff to be person-centred and compassionate; ensuring adequate assistance with eating and drinking and adapting the physical environment of the hospital to improve the day-to-day lives of patients with dementia.”

The team encourages all relatives, carers and staff to fill out a Getting to Know Me Form, which is available at www.uhcw.nhs.uk/for-patientsand-visitors/dementia-care-at-uhcw

or by asking a member of staff for a copy of the form for frail, confused and patients with dementia. Collecting additional information is the key to the Trust’s person-centred approach.

Being aware of a patient’s interests, preferences, likes and dislikes allows staff at the Trust to do their job better.

Liz went on to say: “Hospital can sometimes be a scary place, particularly for patients with dementia or confusion so we encourage carers and relatives to bring in an item from home to help orientate these patients. It can help calm a patient if something familiar is nearby such as a photograph, an ornament from home or a cushion. There are also flexible visiting times in place for relatives and carers of patients with dementia or confusion, please speak to the Ward Manager to organise your visiting arrangements.”

Dementia Friends People with dementia sometimes need a helping hand to go about their daily lives and feel included in their local community.

Dementia Friends is giving people an understanding of dementia and the small things they can do that can make a difference to people living with dementia - from helping someone find the right bus to spreading the word about dementia. The aim is to create a network of a million Dementia Friends across England by 2015.

You can get involved in two ways by becoming a Dementia Friends Champion or become a Dementia Friend. To find out more information please visit www.dementiafriends.org.uk.

Dementia Friends is an Alzheimer's Society initiative.

To find out more about dementia care at UHCW please call: 024 7696 8333.

Please note patients do not need a diagnosis of dementia to be supported by this team.

Debbie Harris, Tracey Chapman, Dr Pijush Ray, Rose O’Malley and Liz Kiernan

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Outstanding Service and Care Awards (OSCAs) 2013 Now in its sixth year, the Outstanding Service and Care Awards (OSCAs) ceremony is held annually by UHCW NHS Trust. These awards give Trust staff and members of the public the opportunity to nominate individuals and teams that they think deserve recognition for always going above and beyond.

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The ceremony was sponsored by Vinci, ISS, Coventry and Rugby Hospital Company, Coventry University, Warwick Medical School, LloydsPharmacy, and UHCW Charity.

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Chief Executive Officer’s Award Sharon Wyman and the Complaints Team The work of this team undoubtedly contributes to the strategic priorities of the Trust. Learning from its complaints the Trust is able to improve the quality of its services.

Going the Extra Mile Award - Bibi Rosander, Discharge Facilitator.

Bibi is enthusiastic and committed to the patients she comes into contact with as part of her discharge facilitating role.

Non-clinical Team or Individual of the Year Award Anne Dela Cerna Anne received many nominations from the Practice Development Team who she provides first class administrative support for. She was described as the oracle of knowledge.

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Project Co Award - Bill Rooke and Adam Cheater Bill and Adam who work for Vinci have helped contribute to the success of the Trust’s Healing Arts Programme.

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The Vinci Partnership Award - Chris Beck and Adam Cheater They provide outstanding help and assistance during times where Vinci are required to resolve building problems for the Trust.

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ISS Partnership Award - Fiona Wells Since Fiona started with the Infection Control Team she has always been positive and constantly has a smile on her face. She always involves ISS in all of her achievements on the wards and instils pride in ISS staff.

Promoting Equality and Diversity Award - Barry Shaw Barry Shaw was nominated for this award by a patient who has autism.

The patient described him as caring with a lot of patience and that he explained the treatment the patient was to receive in simple, easy to understand terms.

Leader of the Year Award - Val Pilgrim Val’s hard work and dedication has transformed the experience of patients with Parkinson's disease and their carers. She lead a team to successfully develop and expand a six week self management course for small groups of patients and carers in the Rehabilitation Unit.

UHCW Charity Supporter of the Year Award Heather and Diane Scott Heather and Diane are a dream duo when it comes to helping people within their community to fundraise for local causes.

Achieving Innovation and Service Development Award Transnasal Oesophagoscopy Team A team of doctors and nurses have worked together to introduce one of the most innovative services in the NHS that has brought many advantages to patients and to the Trust alike.

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Innovation and partnership working in association with Vinci Facilities Vinci Facilities are looking forward to 2014, working with the Trust in our long term partnership to provide responsive services and maintain the excellent facilities that make up the hospital estate. We are having a big drive on innovation and partnership working this year in regards to the manner and practices we deploy our in services. I hope you find the updates below interesting and if you have any ideas on how the facilities can be maintained differently or modified in our hospitals, please email: john.newberry@vincifacilities.com.

John Newberry - Vinci Project Director In November last year, Vinci were proud to be part of the opening ceremony of the first electric car charging points on a hospital site in the Midlands. The scheme cost £25,000 and Vinci contributed 40% of the capital investment. The idea originated between the Trust and Vinci as we shared an ambition to participate in the Plugged In Midlands scheme delivering charging points across the region. The delivery of the project exactly matches the Trust’s and Vinci’s sustainability agenda providing environmentally friendly solutions to the community.

Vinci has since provided a dedicated electric car for Vinci and Trust Facilities staff to use when travelling between the Hospital of St Cross and University Hospital. If you have any innovative ideas to do with maintenance or the facilities please

email astra.frost@vincifacilities.com.

Please ensure you mark the email INNOVATION IDEA so we can register it correctly and respond to you.

Partnership working: In December, Vinci Facilities along with grounds maintenance contractor Fallons donated and installed the Christmas tree that was situated at the main entrance of University Hospital. Lincoln Dawkin, Director of Estates and Facilities said: “Each year we are grateful for the support of Vinci and Fallons in providing the Christmas tree and lights for University Hospital.” Any ideas for next year’s Christmas decorations please let us know.

Vinci also continue to work closely with Allison Bradley from the Infection Control Team supporting

the initiatives around C-Diff reduction targets through contributing to the awards provided to wards and departments that achieve 100 Days C-Diff Free targets.

We also donated an iPad to their annual award in December for the most inspirational and dedicated staff member that contributes to and champions Infection Control. Well done Cheryl Ashmore from Ward 33 for scooping the big prize.

Sustainability drive: The Trust and Vinci Facilities want to look at ways of saving water consumption on site. One of the ways that staff or visitors can aid this is to report any urinals or toilets that are continuously flushing to the Estates and Facilities Helpdesk on: 024 7696 5555 (extension 25555) so we can respond and repair the unit.

Improvements on the way for the hospital visitors University Hospital in Coventry has started work to improve the experience for visitors coming on site.

The first element of the improvements was the relocation of the existing taxi rank to an area outside the Clinical Sciences Building. The new rank includes two lanes for taxis and as part of phase two of the scheme, a brand new drop-off point for visitors is being added.

Lincoln Dawkin, Director for Estates and Facilities said: “The creation of a bigger and better drop-off point is good news for patients who are driven to and collected from hospital by a family member or friend.

“The scheme is just one of a series of traffic flow changes and additional parking we are introducing over the next 18 months to improve the experience for visitors to the hospital site. The improvements, which started on December 2, 2013 include relocating the existing taxi

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rank, increasing the number of parking spaces and improved signage.”

Lincoln added: “We apologise to visitors for any inconvenience while work is carried out and ask that they look out for information signs. Any disruption will be kept to a minimum at all times.”

Lincoln Dawkin

Director of Estates

The plans for the site, approved in May 2013 by Coventry City Council, have been designed to improve on site traffic flow and increase the numbers of parking spaces for visitors.

There are already an extra 150 spaces available for the public and once the extra works are completed on site, these will increase by another 250.

A selection of the best of your comments from Facebook and Twitter Fantastic care today at @nhsuhcw a an you for takin d e. Thank g care of my little one Lis Basner

Had to take m y 1 2 year o to A&E t ld son his care, his morning. So pleased he saw a with sur 10 mins of Triage gical registrar w it nurse. T much Ch hank yo hin ildren's u so A&E, Co Sam Flo ventry. ssy De

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Just r m for lase u m y m n take bulous t at the fa n e tm a e tr ent eye ital. Excell p s o H y it ities Univers ff and facil ta s t, n e treatm ner Steve Tur

Jacob has been discharged from UHCW! We would like to thank Dr Morgan for all her help she is fantastic and we will miss her @nhsuhcw :) Jacobs Journey

Critical @nhsuhcw rs care nu es . Skilled, g are amazin ring & ca , d te a ic d e for d ouldn't ask C . te a n io ss a m comp for my mu better care es Sharon Gil

@nhsuhcw and the wonderful Prof Poole, things would be different.

But I do have the best family and the most wonderful friends, THANKYOU all Kerry Burton

I ra di wa go t Eve o go th x o r in er es my ytim g l a y str py ric bar e on tre al be jo g 20 atm abo r, he b u Qa @n yea ent t h sim hs rs in is u l ' Ra hcw ater 94. , va go Still t od

@nhsuhc w 9 years ago against all odds med ics saved my beauti ful baby g ir l's life. #nhs #ble ssed Fleur Se xton

/nhsuhcw @nhsuhcw 9

Members’ Lounge Welcome to the exclusive ‘Members’ Lounge’. This area is full of handy tips and information on how you can get the most from your Foundation Trust membership. From discounts to important dates for your dairy, it’s all right here for your information. We now have over 9,200 public members and are working towards 10,000 members.

Where are my personal details held?

Young Persons Advisory Council

We employ Membership Engagement Services (MES), an external database company, to manage our membership database.

All information is kept strictly confidential in accordance with the Data Protection Act 1988. If you would like to find out more about MES please visit their website www.membra.co.uk

We are looking for people to join our Young Persons Advisory Council working with our Partner School and other groups. If you are aged 11-19 and interested in joining please contact the Foundation Office on 024 7696 4747

NHS Discounts Members can register with NHS Discounts to receive discounts on top brand goods and services, including gas and electricity as well as discounts at retailers such as Currys, Apple, Radley and BHS. Go to www.nhsdiscounts.com to register. When completing the ‘your job’ section, answer ‘yes’ to working for the NHS and then select ‘Foundation Member’ as the job category.

Public Register When we become an NHS Foundation Trust we will be required by law to publish a register of members. This will include your name plus the constituency to which you belong. You may apply to have your name excluded from the public register should you wish. Just tell us by emailing, telephoning or writing to us, giving your full name, address and date of birth.

Your feedback is important to us Let us know if you would like us to arrange a talk or tour on a specific issue or area that is of interest to you by calling 024 7696 4747 or emailing foundation@uhcw.nhs.uk.

Encourage your family and friends to get on board UHCW now has 9,200 public members. Thank you to all of you who are spreading the word and have helped recruit friends, family and colleagues. Friends and family can register as members in the following ways.

Fill in the on-line application form on our website: www.uhcw.nhs.uk/foundation-trust E-mail or ring Andrea Phillips: andrea.phillips2@uhcw.nhs.uk or phone 024 7696 4747

Dates for your Diary 24.02.14 24.03.14 30.04.14 27.05.14 10.06.14 27.08.14

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Aortic Aneurism Asthma Calf Pain in your legs Research Hypertension Dementia

All the events are free and take place in the Clinical Science Building which is located near the main hospital, between 5pm - 6pm.

To book these events please call Andrea Phillips on 024 7696 4747 or email: andrea.phillips2@uhcw.nhs.uk

Have your details changed?

Have any of your personal details changed (ie: have you moved or changed your email address?)

If so, then please inform the Foundation Trust Office so that we can make sure we address any correspondence correctly and keep you up-to-date with what’s going on at UHCW. Andrea Phillips is our Foundation Trust Membership Manager and is your first point of contact at the Trust regarding your membership.

You can follow us on Twitter and Facebook and keep up-to-date with news and happenings at UHCW.

@nhsuhcw

www.facebook.com/nhsuhcw

The Trust has access to interpreting and translation services. If you need this information in another language or format, we will do our best to meet your need. Please contact 024 7696 7596

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Foundation Trust Membership Application Form Many thanks for deciding to become a member Please fill in and send us this form so we can welcome you aboard as soon as possible. Please note that all fields marked * must be completed for us to be able to register you. Needless to say, we would also very much appreciate you filling in the other field too, ensuring you sign the declaration (overleaf).

Your name and contact details *

Title:

*

First name:

*

Last name:

*

How do you want to be involved?

Learn more about how to improve my own health and take part in health promotion campaigns Be sent regular information about the Trust (e.g. newsletters)

Address:

Consider standing for election as a Governor Volunteer at the Trust *

Post code:

*

Home tel:

Receive additional membership forms for family/friends Take part in consultation of the Trust’s plans

Work tel:

Advocate the Trust within the community

Mobile:

Help recruit more members

Email:

Help us develop better information for patients and carers

Date of Birth:

*

Male

Other (please specify)

Female

How did you hear about us?

Hospital

Local Press

Family

TV

Leaflet

Hospital Staff

Radio

Friend

Mailing

What is your connection with the Trust?

Have previously applied to be a member of this Trust Carer of someone who is, or has been, a patient

Other (please specify)

Have worked for the Trust in the past

Which services are you interested in?

Student/work placement

If you have a particular interest in one or more areas of healthcare, we’d very much like to know. Maybe it’s cancer care, diabetes or emergency care - whatever interests you have, please let us know:

Family member of a staff member

General medical care

Diabetes

Family member of a patient

Women & children

Cardiac (heart)

Other (please specify)

Surgery

Rehabilitation

Renal (kidney)

Emergency care

Maternity

Stroke

Cancer

Neuro (brain)

Other (please specify)

Patient Visitor

Tick the box to select your preferred method of contact

Post

Home tel

Work tel

Mobile

Text

Email

Data Protection University Hospitals Coventry and Warwickshire NHS Trust would like to use your information for communication and research purposes. We may contact you from time to time by telephone, email or post to invite you to take part in surveys and questionnaires about our hospitals. If you do not wish your information to be used for this purpose, please tick this box.

We would also like to share your information with the charity/fundrasing arm of University Hospitals Coventry and Warwickshire NHS Trust. If you do not wish your information to be used for this purpose, please tick this box.

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More about you It is important to us that our membership reflects all the different communities that we serve, so that we can make sure that our hospital services meet their individual needs, and that we treat everyone in a way that respects their views, culture, disability and dignity. To help us to do this we ask you to provide some information about yourself. This is entirely voluntary. If you choose not to provide the information it will not affect your membership application.

Are you registered disabled?

Yes

Getting your family and friends involved

No

If yes, please specify:

A physical disability

A hearing impairment

A visual impairment

Other

It would be great if you could encourage your friends, family and other people you know in the community to get involved too. If you would like to suggest any person who we could send information to regarding membership please provide their details here:

Other special needs Title:

Please tell us about your ethnic origin

First name:

White:

Last name:

White British

White Irish

Address:

If other, please state: Black or Black British: African

Caribbean

British

If other, please state: Post code: Mixed: White and Caribbean

Declaration

White and Black African

I would like to be a member of the Foundation Trust, when authorised

White and Asian If other, please state:

Signature:

Asian or British Asian: Indian

Pakistani

Bangladesh

If other, please state: Chinese

Other Ethnic

If other, please state:

Date:

D D /M M/ Y Y Y Y

Thanks again for deciding to become a member Thank you for taking time to complete this form and we look forward to you becoming a member and getting involved. We will send your welcome letter and membership card as soon as we have processed your registration. For more information about our Foundation Trust aspirations, please visit our website www.uhcw.nhs.uk/foundationtrust or call us on 024 7696 4747

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