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Winter 2018/2019

A&E improvements on the way More on Page 4

03 Spotlight Onâ€Ś Dr Vivek Chhabra

04 Nursing Times Award

10 Neonatal Unit plans approved

Meet Kyah our Amazon Locker

Page 2

Contents

07 Daily rest period trial

08/09 Celebration of Achievement Awards showcases Team Countess

MEET KYAH… OUR AMAZON LOCKER An Amazon Locker has been installed in the hospital’s main corridor, giving patients, visitors and staff alike a click-and-collect option for their online orders.

The bright orange secured locker, named ‘Kyah’, is available as an alternative delivery option for Amazon purchases and is located

Welcome

You’ll see on the following pages that we’re in the process of implementing a new electronic patient record system, making improvements to our A&E and work will begin soon on our new neonatal unit. This will be an exciting 12 months for the Trust as we continue to put initiatives in place to better support our staff to improve care for our patients.

next to Outpatients 1.

Dee Appleton-Cairns, Deputy Director of People and Organisational Development, said: “We recognise that people can spend a great deal of time in hospital, whether they are patients, staff, or visitors comforting loved ones. “Whatever the reason may be for being here, we appreciate that it can either make popping out to the shops or being at home for a delivery difficult. It’s something that we’ve been told would make life a little easier for everyone and we really hope it does.” How to use Kyah Users simply need to log on to Amazon; find Kyah and add it to their address book; then shop as normal before selecting it as a ‘pickup location’ when they checkout. A bespoke code will then be sent out when the order has been delivered. Inputting this on Kyah’s touchscreen will open a section of the locker for the parcel to be collected.

From youR Acting Chief Executive

With this being the first issue of Countess Matters in 2019 I just wanted to take this opportunity to pass on my best wishes to everyone connected with the hospital for the year ahead.

10 Countess Calendar

Park and Ride – Better by far than using your car Did you know there is a park and ride facility available to take you directly to the hospital without the hassle of parking? With building work ongoing around the hospital (more on Page 4) getting a space in the car park may temporarily be more difficult.

The Celebration of Achievement Awards (Page 8) was a very special night for all of us. I hope looking back at photos from the evening really gives a sense of the immense pride and passion our staff have for the role they play in our local community.

A way of getting around this if you need to attend for an appointment, and you can manage without your vehicle, is to use the Park and Ride service being offered in partnership with Cheshire West and Chester Council.

Susan Gilby

The Park and Ride to the hospital is accessible from the existing Council car parks in Upton and Wrexham Road. Buses will stop directly outside The Countess on Liverpool Road every 12 minutes. The cost is £1 per return journey.

The Council’s Cabinet Member for Environment, Councillor Karen Shore said: “The new service will benefit hospital patients, visitors and the environment. Our buses use the very latest enviroclear engine technology and will ease congestion at the Countess of Chester Hospital site. “Our Park & Ride service provides a stress free visit without the hassle of traffic or parking. Information about the new services and all available stops can be found on the council website or at any of our Park and Ride sites.” Chief Operating Officer Lorraine Burnett said: “I am pleased we have been able to work with colleagues at Cheshire West and Chester Council to improve the links to the hospital and we hope that patients and visitors will benefit from the improved transport and parking options.”

Spotlight on… Dr Vivek Chhabra Emergency Medicine consultant Dr Vivek Chhabra joined The Countess in July 2018, bringing with him a wealth of experience as a doctor in India, Australia and the UK. Outside of work Dr Chhabra is a keen practitioner and teacher of wellbeing techniques he shares via a onehour workshop called Serenity, which incorporates a range of controlled breathing methods with desktop yoga and meditation to help reset the mind, body and soul. What were your first impressions when you started at the Trust? It is a very friendly place. On my induction day the first presentation was about culture and I felt immediately like I was in the right place because culture is the most important thing – everything follows after that. When I started in my role I saw the culture in action for myself: on my very first on-call day one of the managers gave me their phone number and said I could call them at any time if I needed support. I didn’t need to, but knowing they were there if needed made me feel comfortable straight away.

“A way to handle anything is to accept it, face it and view it as a challenge with positivity.”

What was your background before you started at The Countess? I was trained as a medical cadet by the Indian Army and following that I have worked in the public, army and private sector hospitals. When I first came to the UK I switched over to Emergency Medicine, before going to Australia, which was an amazing experience. I returned for a time to work for the Government of India as the first officer for Medical Preparedness, Mass Casualty Management & Biological Disaster Management. I came back to the UK again in 2010 and won the BMJ 2011 global award for “Best Medical Team in Crisis Zone” for endeavours during Bihar floods in 2008. What is a typical day like for you?

On busier days how do you cope with the stress involved in your role?

I have surrendered to fact there are things that are impossible to control. The key is to make sure you are as prepared as you possibly can be so I ensure deep relaxation of my mind by practising daily Sudarshan Kriya, along with other powerful breathing techniques, for 45 minutes. A way to handle anything is to accept it, face it and view it as a challenge with positivity. If you smile people around you have higher energy as well and that is important because you have to look after each other. How have people reacted to the Serenity techniques when you have taught them? The more stress we have the more you need special tools to process and manage your serenity to get the job done in the best possible manner whilst keeping other people and yourself happy. This sacred knowledge bestowed by the Art of Living Foundation has made millions of lives rich and fulfilled with eternal celebration, and experiences of colleagues attending Serenity workshops echoes the same.

A typical day at work for me will either be a morning shift, a late shift or an on-call. When we are in the department the situation can totally change at any time. You have to keep an eye on everything that’s going on, which can be challenging depending on both the kind of patients we have and how many are in the department. It’s really satisfying and rewarding, however difficult it may be, because no two days are the same.

A&E ENTRANCE SET FOR MODERN UPDATE Work has begun at the hospital on improvements to the Accident & Emergency department. This will be the first phase of plans to improve A&E, with a new waiting area being created with more modern and comfortable facilities, courtesy of funding from the Government. It is hoped this new space will enable clinical teams to see patients more effectively and increase privacy. Subsequent phases will look at transforming the layout and set up of the actual department itself to improve the patient experience. “Our A&E has been in desperate need for refurbishment for some time and with funding we have been given access to this year we’re finally able to start this work,” Lorraine Burnett, Chief Operating Officer, said. “This won’t be all the changes we want to make, but it’s given us a good start. What we’re focusing on first is how we improve the patient waiting area, making it a nicer place to be, and making sure we’ve got the right facilities for children. For our staff we want to make it a nicer place to work with more space.” Temporary disruption Until the building work is complete an alternative entrance has been clearly signposted to access A&E. This temporary entrance should only be used by people going to A&E. The Night Entrance for people heading to other parts of the hospital out of

hours will switch to ‘Entrance A’, which is to the right of the main entrance under the bridge. Dr David Wilson, Emergency Consultant, said: “The entrances will temporarily be changed round to the side of the department and the waiting area will be slightly smaller, however we do feel that this is a short term problem for a massive long-term gain both for the department and the patients.” Lorraine added: “Were going to have a lot of building work going on in a relatively small area because we’ve got the A&E development, we’re also trying to put in a new CT scanner and we’re starting the building work on our neonatal unit so please bear with us and try not to bring cars to the site if at all possible. I can assure patients that they’ll still get the same level of service, it will just look a little bit like a building site from the outside, but not from the inside.” Car Parking Until the building work is complete the car parks around the hospital may be more busy than usual and patients are asked to please bear with the Trust as improvements are being made. Additional car parking spaces will be provided for both the public and staff as part of the project.

COUNTESS WIN NURSING TIMES The Countess won a national Nursing Times Award in October having been nominated in the “Technology and Data in Nursing” category. Benefits provided by the Trust’s Coordination Centre were at the heart of the nomination, with the daily use of real-time patient flow and e-rostering software having a huge impact on the safe, kind and effective treatment of patients and staff at the hospital. A delegation from The Countess, led by Acting Deputy Chief Executive and Director of Nursing and Quality Alison Kelly, collected the award roughly a year on from the launch of the Coordination Centre. Speaking after the ceremony in London, Alison said: “This award is a fantastic achievement and recognises the contribution our nursing team makes every day to providing strong clinical leadership and ensuring the Coordination Centre Programme delivers positive impacts for our patients and staff. I’d like to thank everyone for their hard work and commitment to implementing the Coordination Centre Programme. We are still at the start of our technology journey and know there is more to do but we are going from strength to strength. This award is a real boost as we head into winter and I am so proud to have accepted it on behalf of everybody at The Countess.” The Trust was one of 12 NHS bodies shortlisted for the award and each finalist presented their work to the Nursing Times judging panel before an overall winner was selected.

COUNTESS MIDWIVES PRAISED IN SURVEY Women who have given birth at The Countess have praised the easy access the Trust provides to midwives in a new survey.

NS PRESTIGIOUS S AWARD Work behind the award The Co-ordination Centre acts like an air traffic control room for the hospital, with clinical site co-ordinators and patient flow managers constantly accessing detailed information on screen to see in real-time how the hospital is performing. This gives them the ability to react more quickly and make necessary changes to improve patient flow and manage staffing levels where possible. The TeleTracking system is a cornerstone of this facility, using 4,000 sensors around The Countess to follow patient wristbands, equipment tags and staff badges to create a virtual map of wards, patients and movement throughout the site. E-rostering provides similar levels of transparency for staffing throughout the hospital, with a patient acuity tool also monitoring how poorly patients are on every ward and comparing this against the staffing available on any given day. This makes it easy for the team to spot any shortfalls that arise and do what they can to manage nursing resources to ensure the best possible care for patients. Model Hospital Programme Director Ian Bett said: “This is a fantastic achievement that makes me feel incredibly proud and privileged to be part of Team Countess. We didn’t do this for awards, but being recognised among such esteemed competition shows us that what we’re doing is right and is making a difference.”

The NHS Maternity Survey 2018, carried out by Picker, asked for feedback on maternity units up and down the country based on 82 questions covering all aspects of antenatal and postnatal care. A total of 94 responses were submitted for births at The Countess, with the Trust scoring highly for the holistic care offered by midwives – 97% of respondents said they were confident in the care provided by staff. Head of Midwifery Natasha King said: “I’m really pleased with our results, it’s great to see that improvements have been made in 2018 compared to the previous year and there are some real stand out results that I’d like to highlight such as “98% of women felt they were treated with dignity and respect”. This is a fundamental principle of how we care for people at the Countess and to be rated so highly is testament to the hard work and dedication of our midwives. I was also really pleased to see that our staff inspired confidence in so many of the women that choose to have their baby at the Countess. The bond between them and their midwife is so important in the pregnancy journey and

following the birth of their baby. “This goes hand in hand with the view that our mums felt they saw their midwife as much as they wanted. We always encourage mums to contact their midwife with any questions they have, big or small, whenever they have them. We have a fantastic group of midwives at the Countess and I know that they are always there when needed.” There were some areas for improvement highlighted in the results, with improving facilities for partners being a priority going forward. Natasha added: “As always when receiving feedback about our care it’s important to see what we do well but also look at the areas we can improve on. In 2019, we will be reviewing the availability for partners to stay overnight and plan to be able to provide greater flexibility in these arrangements. We also really want to ensure that mums are being asked about their emotional wellbeing throughout the pregnancy, birth and post-natal journey. In 2019 we will build on these impressive results and continue to deliver Safe, Kind and Effective care for our mums and their babies.”

EPR programme begins Preparations are under way for a new electronic patient record (EPR) to launch at The Countess in 2020. During this time patients won’t notice any changes in the hospital, but it is a huge undertaking for clinical and support staff as the Trust gets ready for the changeover behind the scenes. What is an electronic patient record? An EPR is a digital system used by doctors, nurses and allied health professionals to care for patients in all areas of the hospital. It is where clinical information is recorded and stored to manage the treatment of patients. It is a vital medical tool for patient details, outpatient appointments and health record management that underpins everything the hospital does. Why is the hospital changing its EPR? The current system, which was introduced in 1999, has performed, and continues to perform, very well but it’s time for a change. Since its introduction to the Trust the current EPR has been developed by clinicians to keep The Countess at the cutting edge of innovations in healthcare, but it is now felt that opportunities to continue doing this are limited. Switching to the new EPR will provide a more intuitive and user-friendly platform for clinicians, as well as making it possible for them to use more modern technologies to assist their decision making. How will this EPR be different? The biggest difference between the new EPR and the one currently being used at the hospital is that it will be a shared EPR in a new partnership between The Countess, Wirral University Teaching Hospital and IT provider Cerner. It is hoped that by pooling the knowledge and expertise of clinicians in both Chester and Wirral, it will create a host of benefits for patients in West Cheshire and Merseyside. Work happening now Although the target launch date is still over a year away, work is well under way to get the Trust ready, which is essential given doctors, nurses, allied health professionals and admin support staff will all need to become familiar with how it works. So far during initial demonstration sessions the feedback has been very positive as excitement builds for the possibilities that come with using the new EPR.

Comments from staff after seeing the system for the first time: Fiona Gordon, Associate Director of Nursing – Planned Care, said: “I think it’s great to see the system in full use, it’s going to be so beneficial to staff and our patients on so many different levels.” Caterina Witkiss, Ward Manager, said: “Getting everyone trained is going to be the difficult part, but once they’re trained up it’s going to be quite effective and easy to use.” Chris Green, Director of Pharmacy, said: “We had a thorough explanation of what Cerner can offer in terms of pharmacy and medicines management. Some things are really exciting and I think there is a real opportunity to improve the way we prescribe medicines.” Following progress Until the launch of the EPR next year there won’t be any changes to how care is provided at The Countess. The best way to keep in touch with the project up to that point is to read about it in future issues of Countess Matters. Staff at the hospital can find out more by accessing information on the intranet.

Clinical Lead for the programme at the Countess, Martin Sedgwick says: “Switching over to the new shared EPR is one of the most important challenges we face as a Trust, but it’s also exciting. The last time we changed provider was almost 20 years ago so we have a chance to shape the way care is delivered for a long time to come. Throughout 2019 more and more clinical teams at The Countess will start to engage with this programme in preparation for our target launch in 2020.”

DAILY REST PERIOD TRIAL UNDER WAY

Memory Lane

Four wards at The Countess are taking part in a ‘Model Ward’ pilot scheme that introduces a daily ‘rest period’ for patients. The initiative, which is the latest phase of the Trust’s Model Hospital improvement programme, sees patients on wards 50 and 51 have two hours between 3-5pm every day without visitors for rest and relaxation.

as possible,” Jenny said. “But for people living with dementia carers are able to stay at their bedside throughout the rest period if required and that patientcentred ethos makes it a really special time of the day.”

Knowing how loud and busy hospital wards can be, it is hoped that having this set period to relax – whether that means having a nap, reading a book or going for a walk – can make a real difference to their recovery.

Jenny, who is based on 51 and 52 full time, explained that having this time every afternoon has created other benefits for her patients with dementia, giving them an opportunity to enjoy the newly revamped Day Room and Memory Lane facilities, which were funded through donations to the Countess Charity.

Jenny Polvani-Jones, Dementia Nurse Specialist, is delighted about the way the rest period has been introduced with each individual patient’s needs being considered for the daily downtime. “It was quite a shift for me, as a dementia nurse, to think about introducing a rest period, because through initiatives like John’s Campaign we have often championed relatives and carers being with the patients as much

“A lot of patients enjoy having a nap at that time of the day, but it’s also an opportunity to leave the ward behind and enjoy our lovely day room with classic board games and comfortable furniture in a more relaxed and sociable environment,” she added. There are also benefits for staff on the units, with that time giving them a

chance to catch up on paperwork, have a break themselves or provide the kind of individualised care for patients that they perhaps struggled to get to before. Michelle Smallman, a staff nurse on ward 51, said: “It’s a very valuable time for us because it allows us to catch up with our nursing notes and care plans. I think it fits in well into our daily routines as well by taking place when we’ve finished clinical work such as medicine rounds and visiting is over. I’d be devastated if they ever stopped doing rest periods now.” Director of Nursing & Quality Alison Kelly said: “The Model Ward is an exciting initiative as we strive to improve both our clinical and operational processes to provide the safest, kindest and most effective care we can. It is great to hear that the rest period is proving popular among patients and staff on the unit and I hope all our ideas for the Model Ward make such a difference.”

Anonymous staff feedback What staff said before and after the rest period was introduced on wards 50 and 51… “It is very difficult to complete all the tasks required.”

other staff as everyone is constantly busy.”

“It’s a very busy ward and we don’t always get the chance to do things such as shaves for gentlemen patients.”

“I believe staff caring for our patients are less stressed and have more time to identify any deterioration in their patients thus improving patient care and safety.”

“There is not always time to check in with

What staff say now…

“The patients seem to really benefit from rest periods. They need sleep and struggle with long visiting periods.” “There is a calmer environment to get things done and finish things we need to do.”

COUNTESS JEWELS SPA

The annual Celebration of Ac night full of happy tears and to celebrate the fantastic wo accomplishments of Team Co

Musical performances from the Countess Cho School kicked off the evening in style at Ches with local magician Spencer Lynch visiting tab them with his slight-of-hand magic tricks.

Dr Ravi Jayaram was yet again on hosting duties, w of the Executive team handing out the awards.

Learning and Development Facilitator Lizzie Shevlin arrange the event, said: â€œOur Celebration of Achie always a highlight every year. Taking a moment to things that happen every day at The Countess, rew people that make it possible, is truly special.â€? The Patient Choice Award for Outstanding Care was awarded to a true collaboration of care as our Emergency Department, Ward 43 and Ward 60 combined to care for patient Betty Walker. Betty then made good on her promise to write to the Queen to say how pleased she was with the care she had received.

Guests were treated to a musical performance from the prestigious Hammond School

Acting Chief Executive Susan Gilby welcomes everyone to the ceremony

ARKLE AT STAFF AWARDS

chievement awards was a cheers as staff gathered ork, dedication and ountess.

The Countess Gem of the Year award went to Clinical Site Co-ordin ator Del Aldous

oir and The Hammond ster Racecourse, bles to wow

with members

n, who worked to evement Awards are o celebrate the great warding the amazing

Our Lifetime Achievement Award went to Loretta Lloyd from Planned Care.

The Countess Choir entertained guests with a rendition of â€œLean on Meâ€? before the awards got underway

Guest of honour Betty Walker enjoyed the evening with many of the staff who cared for her

STARS SIGN UP FOR COUNTESS CALENDAR A Countess Calendar has been distributed to teams across the hospital after an internal photography competition unearthed the hidden talents of Team Countess. Before Christmas staff at the Trust were asked to submit an image that captures what is important to them when they think about the work they do. This open-ended brief was interpreted in different ways, with some choosing to take pictures with their colleagues, celebrating the people around them that make the work they do enjoyable, while others focused on how they recharge outside of work to be at their best for patients. Alison Kelly, Director of Nursing and Quality, said: “The calendars have been hugely popular with our teams across the hospital and it was really enjoyable for all of us to see the hidden artistic talents our staff have.”

NEONATAL UNIT PLANS APPROVED Building work is set to begin on the Trust’s new neonatal unit after planning permission was granted by Cheshire West and Chester Council before Christmas. The new unit, which will provide a more modern, comfortable and private space for families, was made possible thanks to £2.4million raised by the hospital’s local community as part of the Countess Charity’s successful Babygrow Appeal. Councillors rejected the initial plans for the new unit, but they gave them the green light second time around after changes were made following their recommendations. Acting Chief Executive Susan Gilby said: “We are delighted that our revised plans have been approved by the elected members. This development, which has been funded through the hard work of our local community, will make a huge difference to the most sick, premature and vulnerable babies born in Chester. “Thank you to everyone who supported our Countess Charity’s hugely successful Babygrow Appeal to make it happen. We remain mindful of our responsibilities to our neighbours and while the development gets under way we will continue to look at ways to limit disruption to those who live nearby.” Fundraising for the new unit began in 2012, with hospital staff and the public taking part in regular initiatives such as the annual Duck Race, Santa Dash and many others challenges to reach the target. Head of Fundraising Lesley Woodhead, who has overseen the project to its conclusion, said: “There were times when we started the Babygrow Appeal that we wondered if it would be possible for us to reach our target, but we’ve been astounded by the generosity and commitment of the people of Chester towards this project. We can’t thank those who have contributed enough. It will be an incredibly proud moment for all of us when the unit is finished and making such a difference to families.”

The NHS website recommends walking for health... “Walking is simple and one of the easiest ways to get more active, lose weight and become healthier. Sometimes overlooked as a form of exercise, walking briskly can help you build stamina, burn excess calories and make your heart healthier. You don’t have to walk for hours. A brisk

10-minute daily walk has lots of health benefits and counts towards your recommended 150 minutes of weekly exercise.” This Spring The Countess Charity has introduced two new walks – a 4k Stroll and for those more used to walking a walk up Snowden! Both raising money to provide more for patients at The Countess of Chester Hospital.

Countess Sponsored Springtime Walk Join us on the 17th March at 10am for a comfortable 4k stroll around the Countess Country Park. Tea and cake will be served at the finish!

Staff from the Cardiac Rehabilitation Team

Raising money for a state of the art CPEX (Cardio Pulmonary Exercise Testing) treadmill which will immensely benefit the patients in their Rehabilitation programme. As a very special treat Cheshire Alpacas will be bringing along some of their herd including Carl who is the face of the walk.

Angie Lopez, Community Fundraiser says: “Alpacas are very social creatures and have been domesticated for thousands of years. They typically live in temperate conditions in the mountains with high altitudes all over South America. In Cheshire they live at Oakdale Farm. You can book a walk with an alpaca at the farm or come along to our Springtime walk and meet them there.” Sophie Mair and Julie Dickens from Cheshire Alpacas says: And lovely Alpacas!!

“We are thrilled to be part of such a fabulous event, supporting such a good cause!”

Angie Lopez, Community Fundraiser, says “I have had the pleasure of meeting some of the patients taking part in the cardiac rehabilitation programme – they could be us, our family members, friends and neighbours. They are brave people and I want the team to have the very best equipment. If you can help in any way or would like to join the Springtime Walk I would love to hear from you on 01244 366240, by email angie. lopez@nhs.net or through the charity Facebook page - The Countess Charity. Thank you.”

Take on Snowdon for 2019 Why not do something truly amazing, get some fresh air, some real fresh air, stay fit, meet new friends and at the same time raise money for the Memory Lane Project at The Countess of Chester Hospital. Join the Countess Charity Team on April 27th 2019 on a spectacular trek that’s challenging but worth every penny. This spectacular trek starts at Pen Y Pass on the Pyg track, the shortest route up Snowdon at 5.5km. A pause for breath at almost at almost any point on this walk will give you the opportunity to look around at some of the most breath-taking scenery in the UK! With a guided walk up and down Snowdon, transport to and from Snowdon and a refreshment stop on the way home this is the best way to take on Wales’ highest peak.

Funds raised from the walk will support the Memory Lane Project. The first phase of which was open to patients and staff prior to Christmas. This projects aims are to enhance the environment on wards 50/51 that specialise in care for the elderly, a growing number of vulnerable patients over the age of 65 with dementia or cognitive problems. Enhancing facilities to improve dignity and develop a more appropriate environment for this growing group of patient who may need longer periods of inpatient care. To be part of this fantastic event and raise much needed funds that will help your community, simply contact Hanna at The Countess Charity (hannaclarke@nhs.net / 01244 366 397) and she will send you all the details.

Governors’ News Congratulations Caroline! Caroline Stein won our Governor Outstanding Achievement Award at our annual Celebration Achievement Awards. Caroline, who has been a governor at the hospital for over 5 years has made an outstanding contribution to the Trust and is a very worthy winner. Chris Price, Service Delivery Manager, summed up Caroline’s work as a governor on Facebook by posting: “So pleased for Caroline – she embodies the meaning of Governor!” Lead Governor Peter Folwell said: “Despite being a busy dentist and being actively involved in her surgery’s Patient Participation Group, Caroline still finds the time to attend as many meetings and conferences as she can. She is a member of the Patient Experience Operational Group and the Charitable Funds committee. Whenever she attends a conference or a meeting she takes copious notes that she can then relay to the other Governors. And all of this is done with a smile.”

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.

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