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