Matters: What matters:
Matters Matters
Issue: 01 Issue: 14
Autumn Winter2009 2013
999 What’s Your Emergency / Lorem health ipsum // Choosing Dolor sit the right Winter ametservice /conse//Meet ctetur NHS the EMAS adipi/scing / elit / Nulla team / 999: is it an emergency? / meccaLorem ipsum / Membership update / Join the panel Dolor sit amet /conse / / Better patient care / A bit of fun
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Inside this issue: A message from our Chairperson p.03 / 999 What’s Your Emergency? p.04 / New cars for Community First Responders p.05 / Winter health p.06 / Choosing the right NHS service p.07 / Meet the EMAS team p.08 / Meet an EMAS member p.09 / 999 is it an emergency? p.10 / Protecting you against outbreaks of communicable diseases p.11 / Membership update p.12 / Join the panel p.13 / Better patient care p.14 / A bit of fun p.15 / Find ParaTed p.16
The magazine for all of our Foundation Trust members FT Matters is here to keep you informed about East Midlands Ambulance Service (EMAS) – from interesting news to helpful features about our services. As a member, we want to keep you up-to-date on your local ambulance service and encourage you to get involved. This is your magazine, so please get in touch with your ideas and feedback. On the cover: Dave Saxby, paramedic and clinical team mentor, with one of the new ambulance adverts
A greener EMAS FT Matters is printed on 120gsm uncoated papers, which is made from 100% recycled paper manufactured using only post-consumer waste. When you have finished with this issue, please recycle it – or even better, sign up to receive the electronic version using the postcard on the back page.
Produced by: Corporate Affairs Team, ftmembers@emas.nhs.uk Edited by: Annie Palmer, Membership Manager, annie.palmer@emas.nhs.uk
Your ambulance service We provide emergency 999, urgent care and patient transport services for the 4.8 million people within Derbyshire, Leicestershire, Rutland, Lincolnshire (including North and North East Lincolnshire), Northamptonshire and Nottinghamshire. Find out more at www.emas.nhs.uk
In the event of an emergency – always call 999 An emergency situation could include: chest pain, difficulty in breathing, loss of consciousness, severe loss of blood, choking, severe allergic reactions, fitting/ convulsions, road traffic accidents.
Patient Advice Liaison Service (PALS) Confidential help, advice, support and information on health-related matters to patients, their families and their carers who are using any aspect of the ambulance service. Call 0845 299 4112 or email pals.office@emas.nhs.uk The information contained in FT Matters was correct at the time of going to press. Opinions expressed do not necessarily reflect official service policy.
ft Matters Welcome
A message from our Chairperson
Pauline Tagg Welcome to the summer edition of FT Matters. A lot has been happening within EMAS over recent months most notably, a change of Chief Executive and Chairman, the latter explains why I have the pleasure of writing this introduction. Sue Noyes took up her role as EMAS’ Chief Executive in October and in mid-November I was proud and honoured to be asked to become Chairman, I’m confident that Sue and I, along with the support of everyone who works for EMAS, can build on the hard work that has already been done. That’s not to say it’ll be plain sailing because we face many challenges in the months ahead. You may have heard that EMAS was recently asked to attend a Risk Summit. This meeting was called by our Commissioners
(the people who provide us with our funding) because they had concerns about EMAS’ performance, mainly in relation to how fast we respond to 999 calls. The fact is, we are not meeting the national or local performance targets meaning that many of our patients are having to wait too long for an ambulance. It’s clear from the feedback we’ve had from staff that they all want to provide a better service to patients and so the focus now has to be to develop a culture whereby all staff feel valued and proud of the service we provide. I accept this may not be the case at present. I’ve served as a NonExecutive member of the Board since October 2011 and so I’m well aware of the need for us to improve and in the few weeks since we’ve been in post. Sue and I have devoted our attention
to addressing the issues that are holding us back. Most of these are captured in the document we compiled for our Commissioners in response to their concerns. It goes by the title of ‘Better Care for Patients’ (see page 14) and sets out the quality improvements we plan to make over the next 6 months to get us back on track. I’d like to end my introduction by passing on my best wishes for the festive season and New Year. Thank you for your support. Best wishes
Pauline Tagg, Chairman pauline.tagg@emas.nhs.uk Pictured: Pauline Tagg
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ft Matters Good News
999 What's Your Emergency? East Midlands Ambulance starred in Channel 4 documentary which steadily grew over time. As filming progressed the staff really got into it the spirit of things and enjoyed showcasing their skills. We hope the documentary will offer real insight into our service to the public.” The series directly focused on three of England’s ambulance services: East Midlands, London and East of England. East Midlands Ambulance Service (EMAS) featured in a Channel 4 documentary series which aired in October and November and attracted an average 1.8 million viewers.
999: What’s Your Emergency? Follows incidents from the moment the initial 999 calls are received, as ambulances are dispatched and the ambulance crew arrive on scene. It went beyond to explore why the call was made and find out what happened after the medics left. The six part series followed ambulance staff who knew every call they race
Glenn Radford, Nottinghamshire paramedic, who featured in episode 1 said: “I genuinely hope the series shows people the very varied, strange, emotional and exciting job that my colleagues and I do. I hope they now see the fantastic people who continually do an excellent job in what is often very challenging circumstances.”
“999: What’s Your Emergency? Follows incidents from the moment the initial 999 calls are received, as ambulances are dispatched and the ambulance crew arrive on scene. It went beyond to explore why the call was made and find out what happened after the medics left. ”
Dave Winter, Nottinghamshire South Locality Manager, said: “Initially we had a small group of volunteers for the series
Tom Bower Communications Officer communications@emas.nhs.uk Picture credit: Image from Blast TV
to could involve a person’s life being at risk.
ft Matters Good News
New cars for Community First Responders Investment to help save more lives in the community calls and have to transfer the equipment to a fellow volunteer when their time ‘oncall’ is at an end. This will make the transfer process faster and simpler.” Skoda Fabia
Five new Community First Response (CFR) cars have ‘hit the streets’ across the region as part of an initiative being launched by East Midlands Ambulance Service (EMAS). CFR scheme coordinators from Beeston & District and Mansfield (Nottinghamshire), Matlock (Derbyshire) Castle Donnington (Leicestershire) and South Northamptonshire have taken delivery of the cars. CFR’s attend life-threatening 999 calls in their local area and, by being so close, are able to arrive within minutes of the call for help
being made. This means patients can be treated whilst frontline paramedics travel to the scene. Firm Commitment Michael Barnett-Connolly, Head of Community Response at EMAS, said: “The investment demonstrates a firm commitment to our CFR schemes and shows the hard work of our volunteers is highly valued. The vehicles will allow volunteers to travel to incidents in a marked and fully equipped car. “Currently, responders use their own vehicles to attend
The cars are all Skoda Fabia’s and in addition to the medical kit that’s carried, they’ve been fitted with new communications equipment such as a two-way radio, telephone, hands-free kit and satellite navigation system. Michael Barnett-Connolly added, “We’ll be monitoring the success of this new approach over the coming months with a view to introducing 10 more cars in 2014 /2015.” Tom Bower Communications Officer communications@emas.nhs.uk Pictured: Ian Beard, Coordinator of the Castle Donington scheme (Leicestershire) being handed the keys by Michael Barnett-Connolly Picture credit: Phil Morris, EMAS
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ft Matters Health Message
Winter health Useful tips to help your body deal with cold weather this winter: as hotels and schools. The illness is unpleasant but it’s usually over within a couple of days. When people are ill with vomiting and diarrhoea, it’s important to drink plenty of fluids to prevent dehydration. Keep warm, keep well
Colds and Flu You can help prevent colds by washing your hands regularly. This destroys bugs that you may have picked up from touching surfaces used by other people, such as light switches and door handles. It’s also important to keep the house and any household items, such as cups, glasses and towels, clean, especially if someone in your house is ill. Vulnerable people such as those aged 65 and over and people with long-term health
conditions including diabetes and kidney disease are particularly at risk of seasonal flu. The best way to prevent getting flu is to have the seasonal flu jab. It gives good protection against flu and lasts for one year. Look out for jabs available from your local GP. Norovirus Also known as the winter vomiting bug, Norovirus is an extremely infectious stomach bug. It can strike all year round, but is more common in winter and in places such
Heart attacks are more common in winter. This may be because cold snaps increase blood pressure and put more strain on the heart. Your heart also has to work harder to maintain body heat when it’s cold. Stay warm in your home. Keep the main rooms you use at 21C (70F) and use a hot water bottle or electric blanket to keep warm in bed. Wrap up warm when you go out and wear a hat, scarf and gloves. For more information on winter please visit www.nhs. uk/livewell/winterhealth Annie Palmer FT Membership Manager annie.palmer@emas.nhs.uk Pictured: Our ambulance crews respond in all weathers
ft Matters Health Message
Choosing the right NHS service If you become unwell or are injured make sure you choose the right NHS service to get the best treatment quickly.
A&E or 999
Choking. Chest pain. Blacking out. Blood loss.
Emergency services are very busy. They should only be used in very serious of life-threatening situations. Choosing well ensures that essential treatment is given, in the shortest possible time.
Walk-in Urgent Care Minor Injuries Unit
Cuts. Strains. Itches. Sprains.
If you need treatment or advice which does not need a visit to A&E or a medical appointment. Choosing well ensures you receive the best possible treatment, leaving emergency services to those who need them most.
GP
Vomitting. Ear pain. Sore belly. Back ache.
Make an appointment with your local GP when you have an illness or injury that will not go away. Choosing well ensures that you get the treatment you need and reduces demand on emergency services.
Pharmacist
Diarrhoea. Runny nose. Painful cough. Headache.
Visit a pharmacy when you are suffering from a common health problem which does not require being seen by a doctor or nurse. Choosing well ensures you get the treatment you need in the shortest possible time.
111
Unwell? Unsure? Confused? Need help?
Call 111 if you are ill and have any questions about your health. Choosing well ensures you get expert advice, meaning busy NHS services can help those who need them most.
Self-care
Hangover. Grazed knee. Sore throat. Cough.
A lot of illnesses can be treated in your own home using over the counter medicine and getting plenty of rest. Self-care is the best choice to treat very minor illnesses and injuries.
A lot of illnesses can be treated in your own home using over the counter medicine and getting plenty of rest. Self-care is the best choice to treat very minor illnesses and injuries.
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ft Matters People
EMAS
Meet the EMAS team In this issue we chat with Glenn Radford who is the Paramedic in Nottingham and features in 999 What’s Your Emergency.
Can you tell us a bit about your role? My job can range from hospital transfers and minor injuries, to major trauma and serious major incidents. A good paramedic can treat a patient compassionately even in the most demanding of situations. What is the best part of your role? I love helping people and trying to make a difference. And every now and again I get to be part of a team of professionals who save a person’s life. Although my role is challenging trying to be everything for everyone:
social worker, psychologist, cardiologist, GP - the public expect so much now. If you could improve services to patients, what would you do? We certainly need either more staff or less calls, the second would be far cheaper. This would mean a tighter and more effective triage system to ensure that genuine emergencies are attended to first. More training for the work force. It has been recognized by the current government that the Ambulance service should take a more prominent role in the future, so we need
to have the skills and the confidence to be able to deal with whatever we go to, and liaise with other medical professionals as equals. Which of the EMAS values mean the most to you? Integrity is key. If you can do what you do, and make the decisions you make with a clean conscience, knowing you have done your very best for the patient, nobody can ask anymore of you. Annie Palmer Membership Manager annie.palmer@emas.nhs.uk Pictured: Glenn Radford Picture credit: Blast TV
ft Matters People
Meet an EMAS member Here we meet one of our public foundation trust member. This time we chat to Rosalind Forbes from Leicestershire. What attracted you to becoming a member of EMAS? I wanted to be part of a two way processes where I am informed and understand where EMAS is coming from which then enables me to share my views and help shape the future of the service. Can you tell us about your experience of using the ambulance service? Where I live we often have ambulances visit because of the residents falling, for example. By being a member I am now more knowledgeable on how EMAS works which I am able to pass onto the residents.
How was your experience of our recruitment panel pilot? People might be a bit apprehensive about being part of making such an important decision, however, I was well informed and briefed about what I would be expected to do when interviewing the candidates. I was given information before the interviews on each candidate and the EMAS staff were very supportive. I think it would be helpful for anyone wanting to join the recruitment panel to have some previous experience so that they feel comfortable to be able to tweak out from the candidates about their experiences. My role was to
ask alternative questions as I had a different perspective from the EMAS staff. I really enjoyed the experience and I’m looking forward to having another opportunity to support the Trust in this way. Annie Palmer Membership Manager annie.palmer@emas.nhs.uk Pictured: Rosalind Forbes Picture credit: Jenny Parker
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ft Matters Your ambulance service
999: Is it an Emergency Ambulance adverts promote right use of 999 Our emergency ambulances are being adorned with adverts promoting the right use of 999 and that people should call 999 for conditions such as cardiac arrest, loss of consciousness, severe blood loss and choking. Those dialling 999 unnecessarily put extra pressure on the system when seconds count. During 2012/13 we sent an ambulance response to over 616,000 emergency 999 calls, yet only 38% (234,508 calls) were for immediately life-threatening incidents. Winter is coming and historically this means a big increase in 999 calls. Peter Bainbridge, EMAS paramedic and clinical quality manager said: “It’s important that people know when to call 999, and when another NHS service is more appropriate. The adverts we are putting onto our ambulances act as a visual reminder that we
Not an emergency?
are an emergency service. That means our priority is always to respond to people who are reported to be in an immediately life-threatening condition such as cardiac arrest.” Pete added: “We receive many calls from people who could have seen their GP or got same-day treatment from a minor injuries unit or urgent care centre. It’s important that people are aware of their local health
services before they need them. NHS Choices provides local services information on their website www.nhs.uk and I urge people to take the time now to get informed. “People using the right service will help us get to people quickly who really do need an emergency response.” Melanie Wright Head of Communications melanie.wright@emas.nhs.uk
ft Matters Your ambulance service
Protecting you against outbreaks of communicable diseases What we do to protect patients (and staff) against outbreaks of communicable disease. During winter months, the numbers of outbreaks of diarrhoea and vomiting, (sometimes called winter vomiting, gastric flu or Norovirus) particularly in vulnerable people with other illnesses which make them more susceptible, such as those in communal residential settings and hospitals, often increase. The IPC team work closely with healthcare colleagues across the East Midlands to gather information of the locations and types of outbreaks, so we can share this information with operational ambulance colleagues to raise their awareness of the presence of outbreaks. All vehicles are fully equipped with detergent/disinfectant cleaning wipes to ensure the re-usable medical equipment
and the patient’s surroundings are cleaned by operational staff after each patient journey thus ensuring a safe, clean environment for each patient. Additional sporicidal wipes specifically formulated to deal with the microorganisms that can cause diarrhoea and vomiting have recently been introduced. All staff have received training in how to effectively clean the vehicle and re-usable medical equipment and deal with body fluid spillages. Staff use what is known as “Standard Precautions” cleaning hands, wearing personal protective equipment including single use gloves in order to prevent the spread of infection when caring for patients with known infections. If patients or service users are suffering from, or have been in contact with
others with diarrhoea and vomiting, we ask that this is communicated where possible to the ambulance staff caring for them.
“All vehicles are fully equipped with detergent/disinfectant cleaning wipes to ensure the re-usable medical equipment and the patient’s surroundings are cleaned by operational staff after each patient journey thus ensuring a safe, clean environment for each patient.” Infection Prevention and Control Team IPC.team@emas.nhs.uk Picture credit: NHS
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ft Matters Members
Membership update With FT Membership Manager Annie Palmer Welcome
Open Day 2013
2014
I’d like to say welcome to Joanne Stook, the new Corporate Affairs Apprentice who will be supporting the Membership Office and also our Community Response Team. Also congratulations to Sam Dexter, my previous apprentice who is now working in our Emergency Operations Centre taking 999 calls.
It was lovely to see so many members at our open day in September, which was advertised in our last issue. The sun shone on all of our vehicles outside whilst the audiences inside were informed on different aspects of our service from how to make a 999 call to having a career with EMAS. Member’s feedback included:
I hope that you have a healthy and safe festive period and I look forward to our journey together in 2014.
tweet tweet! Don’t forget to follow us on twitter
@EMASNHSTrust
• People were willing to listen and answer my questions • It was great to have access to the Board [members] • Found all of the information & displays very valuable
Annie Palmer FT Membership Manager annie.palmer@emas.nhs.uk
Next meetings For details of all our upcoming meetings visit www.emas.nhs.uk/get-involved/upcoming-events/
ft Matters Members
Join the panel Recruitment Panel Member Role Reference: RPM - 001 Department: Recruitment and Selection Locations: North Division (Derbyshire and Nottinghamshire) South Division (Leicestershire & Rutland and Northampton) East Division (Lincolnshire, including North and North East) Expenses: Reasonable expenses will be paid Closing Date: 3rd January 2014
Job Description Following a successful pilot scheme, East Midlands Ambulance Service are currently looking to secure a group of members who would be available to help in the recruitment of our future employees, including our clinical staff. This will add the extra dimension to our interview process of reviewing potential candidates from the perspective of the patient. They will also be able to consider the values that the candidate would bring to the role.
The member must be able to travel to various sites across their chosen division to attend the interviews. There may be some preparation work for the member to undertake prior to the interview. Requirements of role • Have a smart, clean and presentable appearance. • To carry out duty in a diligent and conscientious manner. • To be able to communicate effectively verbally. • To be reliable, punctual and a commitment to the Trust.
• Have the ability to work as part of a team. Contact details If you would like to talk to somebody about this vacancy or an application form then please contact: Contact name: Annie Palmer Email address: annie.palmer@emas.nhs.uk Telephone: 0115 8845253
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ft Matters Involvement
Better Patient Care The EMAS Quality Improvement Programme The EMAS Trust Board on 25th November reviled its plan to improve patient care. The Better Patient Care document is the plan to improve patient care with the emphasis on clinical quality and response times. The new approach will harness the best staff ideas and develop its managers. The EMAS leadership team is determined to establish a culture within EMAS of openness and continual learning. The common purpose of EMAS is to improve the lives of its patients and to fulfil this purpose there will need to be a culture of listening to patients to improve the service offered to them. This will be delivered by front line staff who are sensitive and compassionate supported by enabled and in-touch management with a leadership that listens and acts.
Sue Noyes, EMAS chief executive, said “We have developed a quality improvement programme to remedy where our performance has been below par and we are confident that a renewed approach to implementing this, together with the continued hard work of all at EMAS, will give us the right conditions to improve our organisation over time and allow us to deliver better patient care.�
Details of the improvement programme can be found via our website www.emas. nhs.uk/about-us/trust-board or contact Joanne Stook on 0115 8845807 if you would like a copy to be sent to you. Annie Palmer FT Membership Manager annie.palmer@emas.nhs.uk Pictured: Better Patient Care Document Picture credit: East Midlands Ambulance Service NHS Trust
ft Matters A bit of fun
A bit of fun Try and find as many words as you can in our word search!
Can you find: BLEEDING CHOKING COUGH EMERGENCY HEADACHE HEALTH HELP ILLNESS INJURY MEDICINE PHARMACIST SELFCARE SPRAINS TREATMENT VOMITING
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What matters:
Matters
Issue: 01
Autumn 2009
Find ParaTed
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Visit www.emas.nhs.uk/ft
to let us know where ParaTed was hiding!
Main headline to go here. We always want to hear from you
We hope you have enjoyed this issue. We’re always looking for ways to improve the way we communicate with, engage and involve our members and would love to hear your thoughts.
Lorem ipsum dolor sit amet, consectetur. EMAIl US: ftmembers@emas.nhs.uk CALL US ON: 0115 884 5253 VISIT US: www.emas.nhs.uk/ft WRITE TO US : Foundation Trust Office
East Midlands Ambulance Service NHS Trust Trust Headquarters 1 Horizon Place, Mellors Way Nottingham Business Park Nottingham NG8 6PY
If you would like this information in another language or in large print or audio then please call us on 0115 884 5253. design & concept by Fresh* Communications t: 0116 254 1351 e: alf@freshcom.co.uk
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