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COUNTESS MATTERS

Autumn 2021

Think NHS 111 first ‘Help us help you’ More on page 2

04 Welcoming our new Chairman

08 SDEC plans approved

12 Annual Members’ Meeting

Meet Countess the penguin Page 9

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CONTENTS

06 VR training for clinical staff

08 Theatres’ thank you

07 Outpatients marquees

Welcome

FROM YOUR CHIEF EXECUTIVE This is our second issue of Countess Matters this year which is a welcome sign of some normality returning. Alongside dealing with the impacts of COVID-19, we have remained focused on projects that will deliver both short and long-term improvements. After opening our redeveloped Emergency Department (ED) entrance last year, we are now planning further improvements in this area, with a new Same Day Emergency Care Centre on the way (page 8). I am also delighted to see our Clinical Education team embracing innovation, with the introduction of virtual reality training (page 6). I look forward to testing this out myself. Finally, I was proud to see our Theatres team celebrating three nurses with 140 years of combined NHS service (page 8). What an achievement. Thank you for your support and interest in our work, I hope you enjoy the magazine. Best wishes, Susan Gilby

ED TEAM SAYS: ‘THINK NHS 111 FIRST’ Susan outside the Trust

Emergency Department (ED) staff took to social media this summer to urge people to seek advice from NHS 111 before travelling to ED. Hospital staff saw huge increases in attendances as the COVID-19 restrictions eased, which is why the team chose to highlight how NHS 111 offers advice to ensure patients are seen in the right place at the right time.

Dr Nick Laundy, Emergency Medicine Clinical Lead, said: “People who need emergency care should call 999 or attend ED as they always have. But if it isn’t time critical, I would ask them to consider alternatives, such as NHS 111, to ensure they get the care they need in the best place for them.” By calling NHS 111 or using NHS 111 online, people can be directed towards ED, their GP o local pharmacy depending on their needs. The service has been designed to help people with urgent medical problems who are unsure what to do. Appointments or ED time slots can be booked if an issue does require face-toface treatment, reducing some of the time spent waiting. Vivien Berswick, Emergency Nurse Practitioner, said: “I used NHS 111 online only a few weeks ago and I found it very good. It took my through a range of questions and it gave me the right advice because even professionals get sick sometimes.”

“WE WANT TO ENCOURAGE A STRONGER FOCUS ON RECYCLING.”

Spotlight On… Gavin Woolgar Gavin Woolgar is the Trust’s Waste and Environment Manager, having worked in the Trust for 13 years in various roles. Gavin started as a porter before moving into the Facilities Management Team and recently started in his current role as part of an nation-wide initiative to increase sustainability in NHS organisations. Can you tell us about your new role? NHS England is aiming to reduce the NHS’ carbon footprint by 80% by 2040, compared to a 1990 baseline. As part of that NHS Trusts now need to have a dedicated waste manager and I’m really looking forward to doing my part to help build a better Countess for our community. I will be working closely with Russ Morrow, Head of Facilities, on this and while we have so many ideas ourselves we are keen to welcome thoughts from other colleagues, patients and visitors over time to help us achieve our goal. What kind of things are you looking to do? We want to encourage a stronger focus on recycling from everybody in the hospital, from disposing of waste correctly to reusing things such as office equipment where possible. I mostly want everyone who comes to the Countess, for any reason, to take pride in our surroundings and work together to create an environment that is the best it possibly can be. I know coming to hospital can be very upsetting and difficult for many

people but we can make it that little bit easier by making a few small improvements to the site. In terms of colleagues around the hospital, we will start to get out there and speak to them soon to find out what would make a difference in their area and work with them to resolve everything we can. What are the next steps? We are in the process of rewriting our waste disposal policy and then we’ll be sharing that with staff across the hospital and starting to work on it, before then making changes around the site. One of the things I’m exploring at the moment is a new piece of technology that would make us close to being self-sufficient by processing our own domestic and clinical waste on site. We will also be looking to improve facilities on site for cyclists. There are things we’re already doing, such as knowing no waste generated at the Countess goes to landfill but there’s so much more we can do and it’s exciting to be at the start of this journey.

“I’M REALLY LOOKING FORWARD TO DOING MY PART TO HELP BUILD A BETTER COUNTESS FOR OUR COMMUNITY.”

MEDICAL EDUCATION HOSTS CELEBRATION EVENT Graduating as a doctor is a special achievement that our Medical Education team has been privileged to witness many times over the years. However, during the pandemic it hasn’t been possible for traditional cap-and-gown ceremonies to take place. This year the Medical Education team pulled out all the stops to create a celebration for the final year University of Liverpool students finishing their placements at the Countess. The ceremony was also attended by Professor Hazel Scott, Head of the School of Medicine, and saw all the newly qualified doctors recite the Declaration of Geneva (the modern-day Hippocratic Oath). Medical Education even set up a live Zoom call so the graduates’ families could watch along at home and savour the momentous occasion. Ms Nicola Eardley, Consultant General Surgeon and Clinical Education Sub-dean at the Countess, said: “The University of

Liverpool asked us to facilitate the event and the Medical Education team were fantastic at pulling it together at short notice. They ensured social distancing was maintained and a Zoom call was set up so families could send through messages of pride as the newly qualified doctors recited the Declaration of Geneva.” Eventually it is hoped all the students who missed out on face-to-face ceremonies will have one retrospectively, however thanks to the Medical Education team they still have something to look back on. Jan Ellis, Medical Education Manager, said: “This has been a difficult year and we were delighted to see so many smiles because

Welcome our new F1 doctors Our new cohort of Foundation Year 1 doctors started in August and the team are delighted to welcome them. They will start their professional lives as doctors at the Countess over the next two years before embarking on their specialist training.

of this ceremony. We work so closely with our students that we feel like an extended family and we’re all so proud of them. We wish them all the best of luck as they begin their careers.”

PEOPLE PULSE SURVEYS BEGIN Working through the pandemic has been incredibly challenging for NHS staff, which is why health and wellbeing programmes are more important than ever before. Taking whatever steps are possible to improve day-to-day working conditions for staff is ultimately one of the best ways to ensure patients at the Countess continue receiving high quality care. In addition to the annual NHS Staff Survey, colleagues at the Countess are now being asked to complete regular ‘People Pulse’ surveys. Alyson Hall, Director of Human Resources and Organisation Development, said: “We want our colleagues to tell us how they’re feeling and what we can do to support them on a more regular basis. The People Pulse surveys are a tried and tested way of

doing that and we are hopeful that they will help us to be more responsive in delivering a working environment tailored to the needs of our staff as well as our patients.” The ‘People Pulse’ is a national survey framework that has been developed for all provider and commissioner organisations in the NHS. Staff are asked to complete quarterly questionnaires, with anonymised feedback then being returned to the organisation. Fleur Flanagan, Head of Organisation Development, said: “People Pulse surveys are designed to give us insightful feedback which only takes a few minutes to complete. It will be extremely beneficial for us to receive more timely feedback from colleagues to help us understand what improvements they want to see, underlining the fact that all voices matter at the Countess.”

Welcoming our new Chair Ian Haythornthwaite has joined the Countess as our new Chair. Mr Haythornthwaite joins the Trust from the BBC where he is the Chief Operating Officer, Nations and Regions, and a key figure in the BBC’s senior leadership group. He brings with him a wealth of experience, not only from his financial background and BBC career but also as a non-Executive Director of Liverpool Women’s Hospital and former Pro Vice-Chancellor at the University of Central Lancashire. The Trust’s Council of Governors confirmed the appointment earlier this year following a robust recruitment process. Mr Haythornthwaite will take over from Chris Hannah, Interim Chair, who will say farewell to the Trust after helping the Countess navigate through the pandemic. Chris, who has worked in the NHS for more than 40 years, started in the role in April 2020 after taking over from Sir Duncan Nichol CBE on his retirement. Peter Folwell, Lead Governor, said: “I am looking forward to welcoming Ian Haythornthwaite to the Trust when he takes up the post. I and the rest of the Council of Governors would like to thank Chris Hannah for the experience and expertise she brought to the role at a very difficult time.”

VIRTUAL REALITY TRAINING L Virtual reality technology is enhancing training for doctors and nurses. The Countess is one of the first hospitals in the North West to adopt the Oxford Medical Simulation (OMS) platform, which puts healthcare professionals in computergenerated wards with highly realistic virtual patients. Participants work with their patient and team in the same way they would in real life, ensuring they deliver safe, compassionate and high-quality care, with real-time feedback provided on their performance. Dr Dhanya Stephen, F1, who was one of the first to use the VR technology, said: “The VR training felt very different and much more realistic than other simulations I’ve done before, and I’d be very keen to do it again. It helps you apply your knowledge because of the way it forces you to think quickly on your feet.” When a scenario starts, a virtual nurse explains that there is a patient waiting to be seen. Clinicians can then interact with the environment, their patient and the wider team. For example, they may wash their hands, talk to the patient, use medical equipment, perform examinations, and start treatment – all in real time. Dr Stephen added: “It took a bit of getting used to at first, but it was very user friendly and I really enjoyed it.”

“I CAN SEE THIS TRANSFORMING THE WAY WE TRAIN HEALTHCARE PROFESSIONALS.”

The OMS platform, which utilises the Oculus VR headset and controls, was first introduced at the Countess in May. This summer’s cohort of nursing students,

LAUNCHES junior doctors and physician associates are the first to use it regularly. Previously, this kind of simulation training required the use of advanced mannequins only, with the greater immersion provided by the VR generating excellent user feedback so far. Both types of training will be used at the Countess to give staff the best of both worlds in terms of pressurised decision-making and honing hands-on skills. Steven Hughes, Clinical Skills Tutor for Medical Education, led the project to bring in virtual reality training, successfully applying for funding from Health Education England after a successful pilot study. He now works alongside Kate Vaughan, Acting Clinical Skills Lead, to deliver the VR experience to students. “When COVID-19 arrived and education was suspended, I started searching for ways we could continue,” Steven said. “We were part of a pilot for Oxford Medical Simulation, and we are delighted with it so far. I can see this transforming the way we train healthcare professionals because of the way it focuses on decisionmaking in such an immersive way.” The design of the OMS platform was led by clinicians, taking inspiration from the benefits seen in other sectors such as aviation and industrial safety. Jack Pottle, Chief Medical Officer at OMS, said: “At OMS, we design all of our scenarios to let clinicians practice, learn from their mistakes and provide the best possible care for their patients. We appreciate how difficult the last twelve months have been across the NHS and are proud to be supporting the team at Countess of Chester to overcome their challenges in such an innovative way. We’re excited to continue working with them to enhance clinical training across the North West and prepare junior doctors for the next stage in their careers.”

MARQUEES REDUCE APPOINTMENT DELAYS Several marquees located outside the main hospital buildings have been reducing appointment delays. These areas have been used to accommodate additional outpatients who otherwise wouldn’t have been seen due to social distancing limitations inside the hospital. Teams based in the marquees contact colleagues in outpatient waiting areas via radios, identifying as soon as there is space for patients to head through to the department and wait for their appointment. On average patients wait in the marquees for 10 minutes before being called through. David Coyle, Chief Operating Officer, said: “The marquees have made a real difference and allowed us to keep more of our outpatient clinics open and see around 50% more people than we could have done without them. It’s so important for our patients that we do everything we can to see them as soon as possible and I’m delighted with the commitment and flexibility shown by our teams to make this work.”

In the first five weeks the marquees were up and running this summer, 2,500 more patients were able to have their appointments. Although hands, face, space guidance has relaxed in the wider community, it remains firmly in place at NHS hospitals, which is why seating in normal waiting areas is restricted. Many of the staff working in this new way have also previously been integral to setting up and managing the Trust’s COVID-19 testing and vaccination centres. Amanda Woodard, Matron for Outpatients, has led each of these pandemic innovations and was the first person in Cheshire to deliver a COVID-19 vaccine. “Everyone has pulled together once again to create a completely new way of working very quickly for the benefit of our patients,” she said. “I can’t thank the team enough for once again mobilising so quickly and so well. They are a true credit to the NHS.”

PLANS APPROVED FOR SAME DAY EMERGENCY CARE CENTRE Plans have been approved to build a new Same Day Emergency Care (SDEC) Centre that will improve and integrate urgent care services. The SDEC Centre will allow specialist staff from multiple departments to come together, forming a multidisciplinary team to treat patients and relieve pressure on the Emergency Department (ED). It will allow for operational improvements and deliver rapid assessments, diagnosis and treatment in the most appropriate place, in a more responsive way. Under the proposals for the SDEC Centre patients and their families will also avoid longer than necessary stays

to improve its care provision in two tranches over 2021 and 2022.

in hospital and enable more effective joint working for the Trust’s staff across the care network. The new centre is a result of £300million worth of

funding announced by the Department of Health and Social Care last year to upgrade ED facilities at NHS Trusts across the country. A total of £15m of this was allocated to the Countess

Chief Executive of the Countess of Chester Hospital, Dr Susan Gilby said: “I am pleased to confirm our application to build a Same Day Emergency Care (SDEC) Centre on site has now been approved. The amount of funding we have received from DHSC to make this possible is more than we could have hoped for and will be vital in boosting ED capacity, which is badly needed at the Trust. The SDEC Centre will help to reduce unnecessary hospital admissions and ensure a much-improved environment and experience for patients and their families.”

Theatres celebrates three nurses’ long service Theatres staff have paid an emotional tribute to three nurses with 140 years’ NHS experience between them.

to do something nice for them and I ended up being surprised as well.”

Carol Francis, Vivienne Barratt and Christine Hunter were surprised with cake and flowers as a regular team meeting on Friday 3 September became a celebration of their careers. Carol (pictured left), who knew as early as six years old that she wanted to be a nurse, said: “I had no idea this was happening! It was a huge surprise, and it makes me very proud. They’re such a great team and I have thoroughly enjoyed working all my life in nursing.”

Carol and Christine after the surprise presentation When the team realised these department stalwarts were reaching significant career landmarks at the same time, they had to do something. Christine (pictured right) was initially in on the surprise and led the collection to celebrate Carol and Vivienne each reaching 50 years in the NHS. Secretly, the team discovered Christine was also approaching her 40th anniversary and decided to honour her at the same time. “Carol and Viv have been real inspirations to all of us,” Christine said. “I wanted us

Leanne Fletcher, Matron, said: “In the meeting we spoke about the small wins that keep us going. For these three ladies to reach 140 years of NHS service between them is a massive achievement that we all aspire to reach. They have given their whole working careers to the NHS, and we are so proud of them. We are lucky to have them on our team.” Unfortunately, Vivienne wasn’t in work on the day of the celebration but some of her colleagues took her flowers and some cake round to her home later that evening.

CHESTER ZOO NAMES PENGUIN CHICK ‘COUNTESS’ A fluffy penguin chick hatched at Chester Zoo has been named ‘Countess’ in honour of hospital staff. Countess is one of five endangered Humboldt penguins that arrived between 26 March and 14 April 2020. They were all named after NHS heroes and hospitals. Chester Zoo’s conservationists pick different themes when naming youngsters each year, with previous years including brands of crisps, chocolate bars and British Olympians. Last year they decided to pay homage to the efforts of NHS workers. The five chicks were named: Countess, Florence (after Florence Nightingale), Thomas (after St Thomas’ Hospital), Bevan (after Aneurin Bevan who founded the NHS) and Arrowe (after Arrowe Park Hospital). Earlier this year, following a long delay caused by COVID-19, staff from the hospital were finally able to visit the zoo and meet the penguin named in their honour. A prize draw was held among hospital staff and four lucky winners were able to attend: Michelle Griffiths, Clerical Officer; Louis Smith, Porter; Donna McGuirk, HR Assistant; and Mark Smallwood, Radiographer. “What a fantastic honour for us at the Countess to have a wonderful penguin at our local zoo named after us,” Michelle said. “As a member of the zoo I’ve experienced many lovely days visiting

the animals but getting to go behind the scenes was incredible. I want to thank Chester Zoo and the Countess Charity for the amazing experience.” Lesley Woodhead, Head of Fundraising at the Countess Charity, said: “We have been watching the progress of the penguins closely and waiting for a chance to introduce some of our teams to Countess the penguin. We did not think it would take until after their first birthday – but it was well worth waiting for. I would like to say a huge thank you to Chester Zoo for their hospitality and such a special treat.” Zoe Sweetman, Team Manager of Parrots and Penguins at Chester Zoo, said: “Every year the zoo’s penguin team selects a new naming theme for any chicks that hatch. Last year, as a little way of showing our appreciation and saying thank you to our NHS heroes for their incredible work throughout the pandemic, we decided to name the class of 2020 after some of the hospitals they work in. This included the Countess of Chester. “Being able to now finally introduce some of the amazing Countess of Chester team to Countess the penguin was a real privilege. We know what enormous pressure NHS staff have been under and hopefully meeting the penguins, and in particular a special little penguin by the name of Countess, helped to raise a few smiles.”

Five Humboldt penguin facts: • This South American penguin is named after the chilly Humboldt current, along which the penguins commonly swim • Humboldt penguins are becoming increasingly rare. Of the world’s 17 penguin species, Humboldts are among the most at risk, with the species classed as vulnerable to extinction by the International Union for the Conservation of Nature (IUCN) • Found on the rocky coastal shores of Peru and Chile, the penguins face a number of threats such as climate change, over-fishing of their natural food sources and rising acidity and temperature levels in the oceans – all causing the penguins to search further from their nests for fish and increasing their vulnerability. • Humboldt penguins ‘fly’ through the water at speeds of up to 25mph • They enjoy a diet of small fish (anchovies, herring, smelt) and crustacean

FRIENDS AND FAMILY FEEDBACK “I was given a time slot by 111 and was booked in very quickly was happy with the all-round service was only there one and a half hours from start to finish very efficient service.” A patient in ED in July

“Everyone was very kind and my appointment was on time. There is nothing the staff could have done better, they are all wonderful.”

“The staff are fantastic. They are so caring and put you at ease. I have nothing but good words to say about the staff and procedures.”

A patient in the Breast Clinic in June

A patient on Ward 60 in June

Biomedical Science Day

HSDU sets ‘gold standard’ Our Hospital Sterilisation and Decontamination Unit (HSDU) has been celebrated and profiled as a case study for their work to maintain Draeger Atlan anaesthetic machines. These medical devices generate air flow of medical gases to induce and maintain anaesthesia during surgical procedures. When these machines arrived in May 2020, the team purchased specialised cleaning carts to decontaminate all the different components, as well as setting out a swift process to get the devices back to colleagues in theatres. It was this work that has seen them set the “gold standard” for these devices that others will be recommended to follow.

Pathology celebrated Biomedical Science Day on 24 June by giving a glimpse into their lab-based work that few get to see. Liam Ross, Biomedical Scientist, (pictured) said: “There are new challenges every day. This is my first job since graduating and I love it.”

Facilities boss meets Boris Russ Morrow, Head of Facilities, met Prime Minister Boris Johnson when he attended an NHS Covid Thank You reception on 24 May. Russ was nominated to head to Downing Street for the way he and his team have coped during the pandemic. He was joined by colleagues from NHS organisations across the country at the event. When Russ met the PM, he discussed how the teams within Facilities, comprised of Domestic Services, Portering Services, Waste Management, Catering Services, Linen Services, Security Services, Transport and Chaplaincy Services had been incredibly flexible and worked in new ways during the pandemic. He said: “It was an absolutely brilliant opportunity to showcase who we are and what we do.”

Apprentice Awards Congratulations to all winners at the fourth annual Apprentice Awards, which acknowledges the achievements of both our apprentices and those that support them.

Blood Bikes unveil latest bike at the Countess Shropshire, Staffordshire and Cheshire Blood Bikes is a charity that has supported the Countess for years, transporting blood and milk samples. Earlier this year they launched their newest bike ‘Denman WI’, courtesy of donations from Cheshire WI. The Trust helped the blood bike riders launch the new bike, with Cheshire WI representatives and some of our pathology team gathering outside of ED.

HEARTS TO HEARTS – RAINBOW UPDATE Support has continued for The Countess Charity Rainbow with funds raised going to the Blue Skies Balcony Appeal. The Rainbow has currently raised over £37,000 with fantastic support from both the local community and corporate supporters buying multi-coloured hearts. The Countess Charity is delighted to be working in partnership with the British Ironwork Centre on the Rainbow, which is sponsored by Medicash. Lesley Woodhead, Head of Fundraising said: “We have talked about the Rainbow for the last six months and it is fantastic to see it coming together. Hearts have been bought by so many companies and individuals. They commemorate key workers such as Countess staff, the police, ambulance and fire services who have all made such a difference this year. They have been bought for sons and daughters, mums and dads. Once in place I hope everyone can feel pride in their hard work over the last 18 months. I would like to say a huge thank you to everyone that has bought a heart.” This will be a lasting tribute to all key workers who worked so hard during 2020 and 2021, playing such a key part in taking care of others. Funds raised from the Rainbow will go towards the Blue Skies Balcony appeal. This is a £500,000 appeal to build a balcony onto the Intensive Care Unit at The Countess of Chester Hospital. Clive Knowles, Chairman, British Ironwork

Centre, said: “We are looking forward to installing the finished rainbow at The Countess of Chester Hospital to commemorate all the hard work of so many key workers.” Each heart can be sponsored for a minimum of £10 - we will send you a favour to keep in your purse or pocket of the colour you choose. Red, orange, yellow, green, blue, indigo and violet make up our rainbow. We hope to complete the Rainbow in the autumn of 2021. Ways to put a heart in to our Rainbow – it’s not too late Complete a cheque made payable to The Countess Charity and post to The Countess Charity Countess of Chester Hospital Liverpool Road, Chester CH2 1UL Give online at https://www.justgiving.com/fundraising/ putaheartinourrainbow2020

Celebrating NHS’ 73rd birthday Over 40 Countess colleagues nominated a colleague for a special NHS birthday present organised by the Countess Charity. All the names were placed in a computer-generated prize draw, which was won by Joanna Martin, Skin Cancer Specialist Nurse. Some lovely comments were made about how colleagues go over and above for patients. Those nominated were: Victoria Forrest, Emma MacGregor, Amanda Woodard, Bridgett from Eye Department, Jan from

Eye Department, Joanna Martin, Farrah Doyle, Karen Lloyd, Jordan Manley, Lorraine Heayns, Debbie Simm, Caroline Small, Joanna Jarvis, Clair Smith, Sean Cannavan, Joanne Edmunds, Rebecca Dean, Joanne Lightfoot, Gail Walster, Sarah Drummond, Jaqui Kord, Emma Jones, Rebecca Dean, Katy Roberts, Kathryn Yates, Mark Barnett, Sue Casey, Greg Hawkins,Vannes O’Brien, Emma Bond, Kay Dorman, Leanne Fletcher, Ffion Williams, Rebecca Dixon, Sandeep Acharya, Rachel Mossman and Timur Choudury.

Countess Lottery Did you know there’s a weekly lottery that provides funds to the Countess Charity? By supporting the Countess Charity Lottery you not only have the opportunity to win some fabulous cash prizes, you also contribute to providing more for patients at both the Countess of Chester and Ellesmere Port Hospitals. Funding from the lottery, which is run by Giant Cash Bonanza based in Huddersfield, was used on a patient’s wedding day this year. The patient had proposed to their long-term partner while receiving treatment, with money from the lottery being used for decorations and food on the big day in the hospital. By being a member of the lottery every Friday you could win one of 30 cash prizes consisting of 1x £1,000, 1x £100, 4x £50, 4x £25 & 20x £10. A total of £1,600! On the last Friday in March prizes are boosted to include a top prize of £10,000 and 10x £500 too, a fantastic draw to be involved in! Along with cash prizes we also run several special prize draw events throughout the year where you could win a variety of great prizes just by being a lottery member. Previous prize draws have included a family pass to Blue Planet Aquarium, Afternoon tea for two at The Chester Grosvenor and an overnight stay along with dinner and breakfast for two people at the fantastic Hotel Indigo in Chester City Centre. To join The Countess Lottery it is £8.67 payable monthly by Direct Debit on either the 1st or 15th of each month. To register simply email Nicola on n.stubbs@ nhs.net for a registration form or visit the link to register online . https://giantcashbonanza.online/ countesscharity/ If you would like the chance of winning £1,000 every Friday, why not join our lottery today!

A heart was placed on the rainbow for all nominees in the colour of their choice.

GOVERNORS’ NEWS

MEMBERSHIP AND ENGAGEMENT GROUP Every good organisation understands how important it is to have regular contact with the people it serves - providing information, building confidence and trust, and offering the opportunity to ask questions and feel involved.

Rural Cheshire, Ellesmere Port & Neston and Flintshire has come together to create more opportunities for more individuals within Cheshire West and Flintshire - particularly young people and those from diverse backgrounds - to get more closely involved with us.

Communicating with our patients, our staff, our partner organisations and the wider community is something we’ve always taken seriously at the Countess, but we knew we could do even better in communicating with our Trust Members.

As part of the Membership Engagement Group, the Governors are working to improve the variety, quality and frequency of the information it shares with the public, making greater use of social media and other channels, including the Countess’ own website.

Some of the improvements we’ve been working on were highlighted in the last edition of ‘Countess Matters’. They included a campaign called ‘Your Voice Matters’ which enables and encourages Countess staff to have more say on how the Trust can improve as a place to work. Another success is the Family Support Service which saw nurses helping patients during Covidrelated visiting restrictions to communicate directly with loved ones via emails and phone or video calls using tablets and phones bought with donations donations to the Countess Charity. More recently, a team of Countess Governors representing communities across Chester and

One of the main objectives is to encourage greater participation from the Countess’ existing Members who are individuals aged over 16 who live in local communities and who decide to become Members - at no cost – because of their interest in the hospital or as a simple, practical and rewarding way for you to say ‘thank you’ for the care that they or their loved ones have received. Receiving ‘Countess Matters’ is one of the many benefits of becoming a Member, and by improving how the Countess communicates with the public, Governors hope that more individuals from a wider variety of backgrounds will consider becoming a Member themselves.

Countess of Chester Hospital NHS Foundation Trust, has not vetted the advertisers in this publication and accepts no liability for work done or goods supplied by any advertiser. Nor does Countess of Chester Hospital NHS Foundation Trust endorse any of the products or services.

“There are still groups and individuals within the hospital’s local communities who are underrepresented when it comes to accessing and receiving NHS treatment,” said Engagement Group Chair Hems de Winter. “Often, they face additional barriers and may not have the same opportunities as others to voice their views or make suggestions for change and improvement. These are the people we want to see joining our Membership family.” Underrepresented groups can include people of certain ethnicity, religion or sexual orientation. However, these limitations can also apply to groups such as veterans, carers or the homeless. Hems added: “We want to make sure that the services provided by the Countess are inclusive and fit for purpose for everyone. The more members of the public get involved, particularly from these groups, the more successful we can be in meeting these aspirations.” For details on how to become a Member and have a voice , visit the hospital’s website or email coch.membershipenquiriescoch@nhs.net The website also provides information in how Members can nominate themselves to become a Governor when positions become vacant.

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October Open Events • LOWER SCHOOL OPEN HOUSE Friday 1 Oct

• SENIOR SCHOOL OPEN MORNING Saturday 9 Oct

• SIXTH FORM OPEN EVENING Tuesday 19 Oct

thequeensschool.co.uk/open-events AN OUTSTANDING INDEPENDENT SCHOOLfor girls aged 4-18 in the heart of Chester. Small enough that we get to know every girl personally, and big enough to provide a wealth of opportunities that go well beyond the classroom, challenging your daughter along the way to ensure a successful and happy future.

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