Trust Board papers November 2012 - Barking Havering and ...

The following improvements / actions were implemented during the year:
Additional pain management capacity identified to ensure patients are seen as
quickly as possible
Every patient admitted to a ward is seen within 24 hours by a consultant even if their
own consultant is not available
Introduction of 1 - 2 hourly comfort ward rounds ensure patients needs are regularly
identified
A communication book is now available on all wards to assist patients with
communication difficulties. This is a pictorial book and allows patients who cannot
verbalise to point out their needs
The Trust senior nursing team undertake a rolling programme of weekly audits that
concentrate on a topic of the week. The process of audit allows the senior nursing
team to monitor documentation and feedback to staff any issues with inappropriate
or inadequate documentation. This then identifies the gaps and support if given to
that ward area. During these audits the senior nursing team speak to patients about
their experience, particularly around issues of privacy and dignity, access to nurse
call buzzers, nutrition, quality of food, use of ‘red tray’ and water jug system that is
in place for patients who require assistance
Within the Care of the Elderly Unit, the Matrons are introducing a twice weekly
Matron’s surgery. This will be publicised to families and patients in the ward areas.
This will allow patients and next-of-kin to have direct access to a Matron to discuss
any concerns they may have. This will promote and improve communication. It is
anticipated that following a review period, if successful, it will be rolled out across
the Trust
Introduction of a parents advice leaflet within paediatrics
Redesign of emergency department to include a dedicated room for mothers to use
to breast-feed their babies
Introduction of enhanced telephony system for Appointment Call Centre
Medical Director led communication forums for junior medical staff
Complaints discussed in consultant governance meetings, learning identified and
shared
5. Service Developments
Review of Complaints Handling
Following the publication of the CQC investigation report into issues at the Trust, in January
2012, NHS London provided a resource to the Trust to undertake a review into the reasons
for the decline in the Trust meeting its own targets for providing responses to complainants.
The review took place throughout January 2012 and all aspects of the complaints handling
process were considered.
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