London North West University Healthcare
Guide to local health services inside
OurTrust Issue 10 | Winter 2018
Kindly supported by London North West Healthcare Charity
Family’s 100 year fight with cancer
On the run: Brian Cumming
unique research project started nearly a century ago is still saving lives at St Mark’s Hospital. The Polyposis Registry tracks successive generations of families affected by a group of cancer carrying genes. Genetic testing is now at the forefront of the fight against Familial
Adenomatous Polyposis, along with several surgical procedures pioneered by the hospital’s surgeons. The register started with ‘Patient One’ in 1924 and more than 50 years later her great grandson, Brian Cumming (pictured), underwent surgery to avoid terminal cancer later in life.
London North West Healthcare
You can read more about the Polyposis Registry and how Brian got the jump on cancer on page 3
2 We’re going to be good 3 Registry keeps eye on cancer 4 ‘One’ Sexual health come together 5 TV star opens Myrtle Suite 6 Ealing nurses helped save my life 7 Ealing team get to heart of the matter 8 Caring hands in the community 10 Open Day 11 ‘Uber’ style app for porters 12 Tekman helps keep the peace 13 Saddle up for a healthier future 14 Celebrating success 15 Your views FR
London North West University Healthcare
Guide to local health services inside
Get in touch
OurTrust Family’s 100 year fight with cancer
On the run: Brian Cumming
unique research project started nearly a century ago is still saving lives at St Mark’s Hospital. The Polyposis Register tracks successive generations of families affected by a group of cancer carrying genes. Genetic testing is now at the forefront of the fight against Familial
Adenomatous Polyposis, along with several surgical procedures pioneered by the hospital’s surgeons. The register started with ‘Patient One’ in 1924 and more than 50 years later her great grandson, Brian Cumming (pictured), underwent surgery to avoid terminal cancer later in life.
London North West Healthcare
In August the Care Quality Commission (CQC) published their findings from an inspection of our hospitals and community services, carried earlier this year.
he CQC are responsible for monitoring, inspecting and regulating healthcare service providers in England to make sure they meet fundamental standards of quality and safety. After their inspection, the CQC publish their findings in a detailed report, which includes awarding an overall rating.
When was the Trust inspected and what did the inspection involve? Our CQC inspection took place in early June. Inspectors visited six core services at Northwick Park Hospital and four core services at Ealing Hospital. Clayponds Community Hospital, Willesden Community Rehabilitation Hospital and community dental services were also inspected. Central Middlesex Hospital was not inspected.
What was the outcome of the inspection? The CQC rated us as ‘Requires Improvement’ overall. This is unchanged from our previous inspection in 2015. The report does rate us as ‘Good’ overall for our care of patients, describing staff as being ‘respectful and helpful’. We are rated as ‘Requires Improvement’ overall for being safe, effective, responsive and well-led.
Issue 10 | Winter 2018
Kindly supported by London North West Healthcare Charity
We’re going to be ‘good,’ says trust
You can read more about the Polyposis Register and how Brian got the jump on cancer on page 3
Northwick Park and Ealing hospitals were both rated as ‘Requires Improvement’ overall and community services were rated as ‘Good’ overall.
The next issue of Our Trust will be published in March. If you have an interesting story to tell or would like to showcase your team’s innovative work in the next edition, please call 020 8869 2235 or email lnwh-tr.communications @nhs.net
Did the report identify any areas of good practice? Throughout the report, the CQC identified many areas of good and outstanding practice, including critical care services at Northwick Park Hospital and community services being rated as ‘Good’ overall. Inspectors also found that staff involved patients and those close to them in decisions about their care
and treatment. They also witnessed effective team working on the wards and found discharge planning to be structured.
‘should do’ actions included in the report. Supported by an improvement director, we are working hard to make the necessary improvements.
Children and their carers fed back that they felt fully involved in their care and treatment, with doctors and nurses explaining procedures in a relaxed and child-friendly manner.
We know that moving from ‘Requires Improvement’ to ‘Good’ or ‘Outstanding’ isn’t about us temporarily raising our game, but creating sustainable improvement. One way of achieving that will be through our transformation programme, which is focused on five areas:
What areas does the Trust need to improve on? Immediate attention has been given to six ‘must-do’ areas relating to aspects of medical care, urgent and emergency care, maternity, children and young people services, surgery and critical care. Since the inspection, we have put plans in place to address these concerns. The CQC also found 74 areas where we can make improvements, including mandatory training rates for nursing and medical staff and the completion of nutrition and hydration assessments.
What is the Trust doing to make the necessary improvements? We have produced a detailed action plan that addresses the ‘must do’ and
• Developing our staff to lead improvements and innovation • Delivering consistently safe and high quality care • Supporting our specialties to develop their clinical vision • Helping clinical and non-clinical services work to safeguard our future • Working seamlessly across hospital and community services, with the help of new technology
You can read the full report on the CQC website at www.cqc.org.uk
Quality summit takes place
t the beginning of November, we held our CQC quality summit at Ealing Hospital, where we were joined by a range of key stakeholders, including the CQC, NHS Improvement, NHS England, Healthwatch, and some of our staff. Robert Throw, who led the CQC inspection, presented a summary of the findings of their report, followed by chief executive Dame Jacqueline Docherty who provided our response and the actions we have taken since the inspection to make the necessary improvements. At the summit, there was recognition of lots of the good work that we have done over the last three years, but there was also a clear expectation that we need to improve on the issues the CQC identified during their visit.
Some of those improvements were discussed when attendees were split into five groups in the following key areas: culture and leadership, maternity, Ealing Hospital, quality improvement and patient flow. Each group then reported back to the room, detailing their three pledges to make the necessary improvements.
What happens next? We will continue to work hard and make the necessary improvements identified by the CQC. This will include learning from our shortfalls and sharing the good and outstanding practices that we know already takes place across our hospitals and community services. We anticipate that the CQC will return soon to monitor our progress against the agreed actions.
The Polyposis Registry looks after more than » Continued from the front page
Registry keeps eye on cancer St Mark’s Hospital is home to the world’s first Polyposis Registry which monitors and treats successive generations of families carrying a group of cancer carrying genes.
dedicated team of surgeons, nurses and counsellors look after more than 1,000 patients on the registry as well as testing other family members for signs of the condition collectively known as Familial Adenomatous Polyposis (FAP). St Mark’s pioneering work dates back to the early 1900s when surgeon turned detective Percy LockhartMummery suspected a crossgenerational killer was stalking his patients. Lockhart-Mummery had begun noticing a link between polyps found inside the large intestine of some colorectal cancer patients and a high incidence of cancer in their families’ histories. He began keeping a patient register of people with multiple polyps starting with ‘Patient One,’ a 31 year-old woman whose extended family
included eight deaths attributed to bowel cancer. A pattern began to emerge and Lockhart-Mummery enlisted the help of pathologist Cuthbert Dukes to take a closer look. The pair began putting together the missing pieces of the jigsaw and established the world’s first Polyposis Registry in 1924. The registry still keeps track of successive generations of families carrying the inherited condition of cancer carrying polyps known as FAP. The offspring of a gene carrier has a 50% chance of inheriting the condition themselves and the risk of cancer increases dramatically with age from 7% in 21 year-olds to 93% in the over 50s. In response, St Mark’s surgeons pioneered two procedures still in use today. The first involves removing the large intestine but leaving the rectum in place. The second removes the large intestine including the rectum replacing it with a ‘pouch’ created from the small intestine. Subsequent investigations by Dukes and successive pathologists revealed several types of polyposis. The registry subsequently gained international renown for its ground-
I have had the country’s best look after me every step of the way. My predecessors never had that fortune
breaking work and most of the current guidelines are thanks to the extensive research and meticulous records that have been kept by the staff. As well as pioneering work in surgery, the registry was an early adopter of nurse-led clinics, houses an endoscopic screening service, and appointed the world’s first paediatric nurse practitioner in 2014. Today, the registry remains one of the only medical institutions in the world where patients with a polyposis syndrome receive genetic counselling and testing, surgery, endoscopic management and lifelong care from a dedicated team of experts. Its aim in 2018 remains much the same as that of 1924, cancer prevention amongst this fascinating group of high risk patients. Patient Peter Grainger said: “I have been as lucky as a National Lottery big money winner. I have had the
Brian’s big leap of faith
cancer patient was inspired to make a leap of faith when he resigned from his office job and became a professional skydiver. Brian Cumming had his entire large intestine removed after discovering he had a hereditary condition that would have led to terminal cancer later in life. Brian, who has since made more than 2,000 jumps and holds two world skydiving records, said: “It was a long road back but I realised life was too short not to be doing something you enjoy. “It opened my eyes to the fact that life is fragile and you never know how long you have. My advice to anyone, regardless of their health, is to get busy following your dreams.”
The 41 year-old is one of more than 1,000 people on the Polyposis Registry and the great grandson of ‘Patient One,’ the registry’s first patient. Brian added: “My mother has had her large intestine removed as well and sat me down one day and said I may be affected by the same condition. “I stuck my head in the sand about it but a procedure at St Mark’s confirmed I had the same polyps, although they were appearing at a much slower rate. “I subsequently had six feet of my intestine removed after which they joined the end of the small intestine to the rectum. It was tough but it made me realise what really mattered in life.”
Leap of faith: Brian Cumming
country’s best look after me every step of the way. My predecessors never had that fortune. No one could look after them. They did not know how. “The Polyposis Registry is my seat belt, my life belt, my parachute, my insurance policy and probably my second Mum. My daughter can enjoy this protection too.” For more information, see » www.polyposisregistry.org.uk
Finding out about FAP If you would like to know more about Familial Adenomatous Polyposis (FAP), St Mark’s Hospital has a range of online resources including videos, information leaflets, FAQs and guidelines for healthcare professionals. For details, go to www.polyposisregistry. org.uk/resources/ The registry also has a dedicated team of clinical and non-clinical staff who you can see at www. polyposisregistry.org.uk/about/ team/
| Sexual health
We are ‘One’ sexual health come together A
sexual revolution is sweeping across north west London as a new service encourages young people to ‘respect and protect’ themselves.
The North West London Sexual Health and Contraception Services are now responsible for delivering services across Brent, Ealing, Harrow and Hillingdon. More than 12,000 sexually transmitted infections (STIs) were treated in the boroughs last year with one-in-four of all STIs in the UK originating in the capital. The service, which is branded ‘One’ to reflect the new unified approach to contraception and sexual health, is planning to move hospital services out into the community and bring services together under one roof. Dr Gary Brook, lead sexual health consultant, said: “It makes sense to offer a ‘one stop’ service for people which is convenient and discreet. “We’re asking people to use condoms to protect themselves and respect others. It’s the most effective way of safeguarding against STIs.” The service is also heavily investing in postal test kits and is helping sexual health partners Brook and the Terrence Higgins Trust spread the word. The most common STIs are Chlamydia, Gonorrhoea,
Sex test kits
popular with young Young people are increasingly favouring postal test kits to check whether or not they have picked up a sexually transmitted infection. The North West London Sexual Health and Contraception Services are facilitating two organisations to provide the free service which offers results via text within seven days of a sample being sent. SH:24 is processing an average of 400 tests a month in Hillingdon, while Sexual Health London is also testing at this rate in Brent, Ealing and Harrow. Both organisations also offer advice on contraception and pregnancy as well as an online ChatBot where people can ask questions.
Anyone who would like to order a postal test kit can go to: www.shl.co.uk (Brent, Ealing or Harrow) or www.sh24.org.uk (Hillingdon)
The sexual health team at Central Middlesex Hospital
Genital Herpes and Syphilis, while the number of people with HIV remains low with the once fatal condition now comfortably managed by drugs. Dr Brook
added: “The most important thing to remember is that STIs are all treatable so the sooner you seek treatment, the quicker we can put things right.”
For information, see www. nwlondonsexualhealth. nhs.uk
New hope for HIV patients A sexual health expert at Central Middlesex Hospital has helped develop a portable testing machine that could save the lives of thousands of people living with HIV in Africa. Dr Gary Brook is part of a team which has developed a portable fridge-sized device that can check if an individual has dangerously high levels of the virus in their blood and require further medication. It is designed to be used in remote areas of the continent and can deliver results within an hour, compared to the current practice of several weeks where patients’ condition could worsen or they have simply got fed up of waiting and not turned up for the results. Dr Brook said: “This technology is the most significant project I’ve been involved in during more than 35 years of research. Initial results show that its accuracy using finger-prick samples matches that of expensive time consuming laboratory based tests. “A lot of these patients simply can’t come back for their results given the wait and subsequently see their health deteriorate leading to poor care, anti-viral resistance and ineffective treatment.” More than 1,000 HIV patients in the UK voluntarily gave blood to test the machine’s effectiveness.
Samba II can be used in remote areas to test for HIV
Northwick Park Hospital is home to the country’s top-rated
TV star opens Myrtle Suite
TV actress Rakhee Thakrar opened a new bereavement suite at Northwick Park Hospital giving parents time to spend with their babies before saying goodbye.
The Myrtle Suite, which was funded by the Trust and stillbirth and neonatal death charity Sands, is a much needed addition to the maternity unit. Rakhee, who played a bereaved
mother in EastEnders, was joined by parents who had lost babies themselves including Jess and Rahul who have since raised more than £2,000 for the charity.
Actress Rakhee Thakrar opens the new suite for bereaved parents
Sister’s help for homeless man
Software cure for audit headache
n unlikely friendship between a nurse and homeless man helped him escape life on the streets.
Alison Willis, a senior sister in Northwick Park Hospital’s A&E first noticed Lewis sleeping in a bus shelter in the hospital grounds. Alison said: “I was finishing my shift in the small hours of the morning and regularly drove past him huddled up in the corner of the shelter on top of a couple of suitcases.” Lewis subsequently disappeared until Alison came across him again in Harrow town centre where the pair struck up a conversation. Alison added: “It was heartbreaking to see an elderly vulnerable Helping hand: Alison Willis man in those circumstances, especially with winter approaching, so I took it on myself to help him. I haven’t done anything like this before but it felt like the right thing to do.” Lewis, who arrived in the UK from Jamaica in 1959, was made homeless after being asked to leave a housing association flat after the tenant passed away. Alison put her triage skills to good use helping secure emergency accommodation for the 76 year-old as well as registering him with a GP and applying for various benefits and health checks. “He’s a man of few words but it was obvious he’d been hard done by and didn’t realise his rights,” added Alison who successfully applied on his behalf to the Home Office for indefinite leave to remain in the UK. Big-hearted colleagues from A&E, West Harrow neighbours and Free Cycle raised money to furnish the studio flat he now lives in and Alison is in regular contact taking care of his laundry and cleaning. Alison, who has been awarded both an unsung hero award from the Trust and the Borough Commander’s Commendation from the Met for her work, says Lewis has not had an A&E attendance or admission since helping him.
harmacists in Ealing Hospital are reaching for their tablets (and smart phones) to avoid the headache traditionally associated with the organisation’s quarterly controlled drugs audit. A typical audit includes a check list of 30 questions that had to be manually recorded and inputted onto an excel spreadsheet before the introduction of new software. The electronic solution, developed across all three hospital sites in partnership with WeLoveSurveys, means faster more accurate audits that can quickly highlight potential problems and can be recorded via a tablet or smartphone. Sunil Dabasia, Principal Pharmacist at Ealing Hospital, said: “The information is now available in real time so we can quickly identify which audits need to be
completed and raise issues quickly. “It allows us to resolve potential problems and highlight to nursing staff any practices that could be improved in a timely manner.” Pharmacists have to visit 150 locations during a typical audit ranging from inpatients wards, community bedded wards and the x-ray department to endoscopy and theatres. Sunil added: “We’re a methodical bunch but the new system minimises the risk of error and improves efficiency because we only input the data once. “It has various inbuilt checks and balances that immediately alerts the user to any human error and ensures the audit is completed correctly first time, every time.” The drug audits are now being used across all the Trust.
If you are a patient or visitor you can now access free Wi-Fi in our hospitals You can join via NHS Wi-Fi
| Latest news
Ealing nurses helped save my life
visitor has thanked vigilant nurses at Ealing Hospital for saving his life.
Brian Prime was waiting for an appointment in the anti-coagulation clinic when nursing support worker Denise Harford and her colleagues noticed he kept nodding off. Brian, 59 said: “I was visiting my wife in hospital and just thought I was tired from running around after a busy morning. Denise took one look at me and took me upstairs to the urgent care centre.” It turned out to be a good decision when a CT scan subsequently revealed Brian had a stroke. The special needs teacher at Viking School in Northolt added: “I can’t thank Denise enough. Her vigilance along with all the other staff who got involved, saved my life. “I’ve been coming to the clinic for a few years for treatment but can’t really remember what happened until I woke up in Charing Cross Hospital the next day after being transferred. “I’ve made a good recovery but still get short-term memory loss sometimes.
The anti-coagulation team with Denise Harford (pictured middle)
“Hospital staff rarely get praised for the work they do and I just want to say they’re all my heroes. They are a real credit to the NHS.”
the clinic. As soon as Brian was seen by the nurse specialist he was then taken to A&E by a member of the team.“
Denise, who works in the anticoagulation clinic said: “We immediately realised something wasn’t right and so he was prioritised through
The nurse-led clinic sees up to 300 patients a week requiring anticoagulation drugs to thin their blood and reduce the threat of clots.
Army gong for Annette Annette Bodden-Whisker has been awarded a long service medal as a reservist in the Territorial Army. Annette, who works as a theatre nurse at Central Middlesex Hospital, is attached to the 256 City of London Field Hospital and served in Afghanistan during the height of the conflict.
Annette with her service medals
It is her fourth medal and recognition of ten years’ service.
speaking patients during the ‘Awake’ procedure ensuring they are comfortable. Awake Translate is available free in the Apple Store and allows doctors to communicate with patients in eight languages.
Lead nurse Jas Dosanjh added: “Many of our patients have a higher risk of stroke because of various heart related conditions. Thankfully these incidents are relatively rare in the clinic. “We wish Brian all the best and were glad we were on hand to help.”
Alison’s got a big appetite for awards It’s been a quite a year for the UK’s first dietician prescriber who has picked up her fourth award. Alison Culkin, Lead Intestinal Failure Dietician at St Mark’s Hospital, won the outstanding achievement category at the Complete Nutrition Awards. Alison, 47, was instrumental in helping push through legislative changes with her governing body the British
Awake app offers language solution A procedure which allows patients to remain awake during shoulder and elbow surgery has gone a step further with a language translation app. Surgeons can now communicate with non-English
Brian and his wife Suzanne
The app has been developed by consultants Nick Ferran and Rony Berrebi and junior doctors Basel Chamali and Michael Rafferty, and is funded by the London North West Healthcare Charity.
Dietetic Association, to pave the way for dietetic prescribers. “The problem with campaigning was that I was first in line to do the course,” laughs Alison, who works with patients with intestinal problems. “I’ve had a good run at being a student as I did a PhD before this but being a prescriber makes sense in the same way that nurses and physiotherapists can now
Appetite for success: Alison Culkin
prescribe. It speeds the whole treatment process up as well as freeing up doctors time. It’s a positive step forward for the profession and I hope plenty of my colleagues follow suit.”
We deliver more than
5,000 babies every year
Ealing team get to heart of the matter “ C ardiologist Dr Harmandeep Singh says nurses can play a vital role in improving health outcomes for patients with heart related conditions by learning how to effectively read an electrocardiogram (ECG).
The consultant, who works at Ealing Hospital, carried out an informal staff audit of the hospital’s six wards asking if nurses knew how to read ECGs. An ECG looks at your heart’s rate, rhythm and electrical activity. He was surprised to find only two of the 50 recipients said yes. In response, Dr Singh and senior cardiac nurse Gary LaTouche have set up what is believed to be the first hospital-led ECG training courses for nurses in the UK. Dr Singh said: “We know nurses can carry out ECGs but they have no formal training in reading them as part of their original training. It’s a skills gap we think needs to be addressed across the country. “Traditionally there has always been a heavy reliance on consultants reading ECGs and, during busy periods,
...heart conditions are the primary cause of death globally, and only next to cancer in Europe, is more reason for us to support nurses to step-up
vital time can be lost in identifying a potential problem. “In an ideal situation, nurses would carry out and read the ECG, alert a consultant to a potential situation, and have the necessary drugs and paperwork prepared if they need to be transferred to a specialist treatment centre. “This will potentially help improve patient outcomes through timely diagnosis.” The one day course has been well received across the Trust. It includes how to read an ECG
Cardiologist Harmandeep Singh and senior cardiac nurse Gary LaTouche
and managing potentially difficult scenarios, such as handling patients with cultural sensitivities and people with Parkinson’s disease and dementia. There is also a focus on interpreting the ECG’s for the two most common heart attacks. Harmandeep added: “The fact that heart conditions are the primary cause of death globally, and
only next to cancer in Europe, is more reason for us to support nurses to step up. “A good example of positive intervention would be atrial fibrillation which is often a precursor to stroke. Nurses would be able to spot this as part of their day-to-day work.”
Does an individual or team in our Trust
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| Spotlight on community services
Caring hands in the community
Community physios ease CCG referral pain
We provide a range of community services so patients can be treated closer to home and avoid unnecessary hospital visits. These services range from district nurses, diabetes and sexual health to physiotherapy and end-of-life care. This migration will continue as GPled clinical commissioning groups are keen for future services to be built around what is accessible and convenient for patients. Here, we take a look at several services working in the community.
Doorstep nurses offer help to housebound
indy Kaur trained as a district nurse making home visits for patients too sick or infirm to visit their GP or go to hospital.
service to high standards as well as providing advice to nurses treating complex cases, and liaising with GPs.
She soon found self-confidence and a strong pair of legs were essential qualities working on council estates comprising of high rise flats.
“We’re slowly phasing in encrypted phones allowing nurses to take photos of complex wounds and pressure ulcers, so they can get the best possible advice on how to treat their patients in the community. I had a great mentor when I started in district nursing and am now in the position to do that myself.”
“I’ve climbed more stairs than I care to mention,” recalls one of Brent’s longest serving district nurses. Kindy served her apprenticeship in Peckham, South East London and Bethnal Green East London, before moving north of the river to Brent more than two decades ago. “Things were very different in the 1990s because we used to provide social care and nursing. I’d typically get a patient out of bed, help them wash and dress, make a cup of tea for them and then do my medical examination. I would spend at least an hour or more with each patient. “It’s an unheard of luxury nowadays but it was the right thing to do because many elderly people would not see another person for several days. “I used to have a couple of regulars who would ring up like clockwork on Friday and ask to see me or one of my colleagues because they faced the prospect of a long lonely weekend. “We’re all living longer nowadays so social isolation is a bigger problem than ever. It’s sad in a city of nine million people to see how many people it affects.” One thing Kindy did enjoy
as a district nurse was her independence. “I enjoyed the responsibility of managing my own caseload and having the sort of autonomy you don’t get working on a hospital ward.” The majority of the work involved changing dressings, checking on leg and pressure ulcers, diabetic care and palliative care, but she has had to resuscitate patients in their own homes and even called the fire brigade after coming across a smoke-filled flat. “They were happy times because the workload was manageable and you felt part of a close-knit team as staff stayed in their jobs longer and you had that continuity of care.” Nowadays, Kindy is largely office based managing a team of around 60 nursing and administrative staff from the Hilltop Medical Practice in Harlesden. She ensures the district nursing team are delivering an effective safe
Kindy still finds some time to personally see a few patients with more complex conditions but enjoys her management role as a matron. “I’ll always be a nurse and enjoy the challenge of managing people. I will always see patients with more complex conditions in the community and this will only increase in future due to people living longer. ”Working in the community is a fantastic job, as we prevent hospital admissions and can help manage more complex care at home. I do think there needs to be more money invested in district nursing so we can do our job to a high standard. “Demand on the service is increasing but technology has made a big difference to district nursing. It’s the way forward as long as we embrace it, but for patients it still comes down to being caring and compassionate.”
team of community based musculoskeletal (MSK) experts has helped improve surgical conversion rates by up to 50% in West London during the past five years. MSK related conditions account for up to a third of all GP appointments in Ealing with hard-pressed doctors heavily reliant on secondary care for further investigations and treatments. Research had shown that historically only 30% of GP hospital referrals go on to have surgery, known as the surgical conversion rate.
In response, the clinical commissioning group commissioned an ‘interface’ service provided by the MSK service which initially assesses patients in one of six community based locations to see if they are suitable for surgery. The 12-strong team, which is comprised of specialist physiotherapists, two GPs with a special interest in MSK, a visiting neurosurgeon and two orthopaedic surgeons, provide a bridge between primary and secondary care handling up to 10,000 referrals a year. Dr Stephanie Griffiths, Consultant Physiotherapist and Lead for the MSK Service, said: “GPs want to do what is right for their patients and, in the past, often felt the best option was to make a referral as their own expertise of MSK was often limited. “In reality, many MSK conditions do not require surgery, especially back pain for example where less than 1% of cases require surgery. “A lot of work goes into helping patients to understand their condition and teaching them the correct exercises so they can manage their problem if it returns.”
PU FR LL EE -O U T
Help us help you stay well this winter Help us help you this winter by making the right choice about where you are treated. We all know about the pressures facing NHS services during the winter months and are asking you to make the right choice. This supplement provides a quick guide to local services ranging from advice line NHS 111 and seven day-a-week GP surgeries to walk-in and urgent care centres and A&E. Pharmacies can provide much of the advice and care provided by GPs and you will also find details about mental health support and details of out-of-hour dental services.
Prevention is always better than cure and one-in-six hospital admissions nationally are for conditions where effective treatment and management would prevent people from being admitted to hospital in the first place. As a result, we have included a simple self-care column covering the basics, including the benefits of a well-stocked medicine cabinet and importance of getting a flu jab. Finally, take the time to keep an eye out for others as well as yourself. If you have elderly neighbours try keep in contact to ensure they are OK.
Your guide to local health services in Harrow, Brent and Ealing Self-care Self-care is about avoiding becoming ill, treating common illnesses at home and seeking help when you need it. It is also about managing any conditions you have in a way that puts you in control and improves your quality of life.
NHS 111 You should use the NHS 111 service if you urgently need medical help or advice but it’s not a life-threatening situation. The free telephone number is open 24 hours a day, seven days a week and is staffed with trained medical advisers. They will ask you some questions then direct you to the right service for your need.
• Get your free flu jab: The jab is free for people aged 65 and over, pregnant women, people suffering from an underlying health condition, children aged two and three (on 31 August 2018), children in reception class and school years one, two, three and four and some carers of elderly or unwell people.
• Make sure you have a well-stocked medicine cabinet at home: There’s no need to panic if you have a minor cut, a headache, a cough or cold, or a splinter. You can treat these things quickly and easily in the comfort of your own home as long as you are prepared.
• Keep warm, keep well: It is important to keep your house warm, at least 18 degrees celsius (64.4 degrees fahrenheit) if you or anyone staying with you is over 65. Keeping warm helps reduce risk of cold and flu, heart attacks, strokes, pneumonia and even depression.
• Look out for other people: Remember that other people, such as older neighbours, friends and family members, may need a bit of extra help over the winter. Make sure they are stocked up with enough food supplies for a few days, in case they can’t go out.
• Manage winter symptoms at home: Rest, drink plenty of fluids, have at least one hot meal a day to keep your energy levels up, use over over-the-counter medications to help give relief.
• Wash your hands: Aside from having your flu vaccine, the best way to prevent the spread of flu is to practice good hand hygiene. Catch coughs and sneezes in a tissue, throw the tissue away and wash your hands.
GPs GPs have more contact with patients than any other service in the NHS. GPs have access to your medical records so they can see all your health needs. When you see your GP they can: • Provide advice on physical and mental health problems • Provide diagnosis and treatment for a range of conditions • Help you with long-term care • Arrange referrals to hospital specialists, community-based services, or other GPs when necessary You will find that many additional services, previously provided only in hospital, can now be delivered by a GP,
which means you don’t need to go to hospital for care such as blood tests, wound care, and some diabetes treatments.
Need to see a GP or nurse in the evening or at the weekend? Evening and weekend GP appointments are available to book near you. Residents can access GP and practice nurse appointments from 6.30-8pm (6-9pm in Brent, Kensington and Chelsea, Queen’s Park and Paddington), Monday to Friday and from 8am-8pm on Saturday, Sunday and Bank Holidays. You can access these extended appointments by calling your GP or calling NHS 111 when your GP is closed.
Registering with a GP It is very important to be registered with a GP. Make sure you are registered with a GP so that you can make an appointment in future if you need to. Being registered with a GP also means you can get referred to specialist hospital and community treatment if you need it. For more information on how to register, please visit www.nhs.uk
Dental care It is strongly recommended that you have a regular dentist. Children should be registered with a dentist by their first birthday. Having a regular NHS dentist means they will be able to provide information and advice specific to your needs on
what to do if you need dental care out of hours. If you need urgent out of hours dental care, you can contact NHS 111 or visit www.nhs. uk for details of out of hours dental services near you.
Urgent care centres and walk-in centres Urgent care centres, also known as UCCs, and walk-in centres are not the same as emergency care. They are there to treat minor injuries or illnesses requiring immediate care, but not serious enough to require a visit to the A&E department. They can treat: • sprains and strains • minor broken bones
Mental health If you need to speak to someone about your mental health, the best place to start is with your GP. They can offer you initial advice on how to deal with any symptoms you are experiencing and talk to you about available treatment or support services in your area.
• minor wound infections
• minor head injuries • minor eye injuries • injuries to the back shoulder and chest You do not need an appointment. Just walk in and you will be seen by an experienced nurse or a GP. On arrival you will be assessed and treated in order of the priority of your condition.
• minor burns and scalds
Emergencies For help in a mental health crisis, please call: • Harrow and Brent: 0800 0234 650 (24/7) • Ealing: 030 0123 4244 (24/7) If you or somebody else is in immediate life-threatening danger you can ring 999.
Accident and Emergency (A&E) In A&E you will be seen by specialist doctors and nurses ready to treat those with serious or life-threatening injuries and illnesses.
The A&E at hospital is for people with serious or life-threatening illnesses and injuries, which can include:
Your local pharmacist, or chemist, is highly trained. They can offer advice and suggest medicines or treatments for many common problems such as headaches, stomach problems, coughs, and colds. Some pharmacists can also give out flu vaccinations.
• Loss of consciousness • Persistent, severe chest pain • Breathing difficulties and choking
• Severe bleeding that cannot be stopped • Having fits • Severe broken bones or burns
In an emergency, dial 999 An ambulance crew will start treating you as soon as they arrive and they will then take you to the right hospital for your condition, to ensure you get the best possible treatment.
Urgent care centres and walk-in centres
TEDDINGTON NHS WALK-IN CENTRE
Below you will find a map showing the urgent care centres, hospitals, and walk-in centres available across North West London.
NORTHWICK PARK HOSPITAL A&E and 24/7 URGENT CARE CENTRE
HILLINGDON HOSPITAL A&E and 24/7 URGENT CARE CENTRE Pield Heath Road, Uxbridge, Middlesex, UB8 3NN
BRENT 24/7 URGENT CARE CENTRE Central Middlesex Hospital Acton Lane, London, Greater London, NW10 7NS
ST CHARLES URGENT CARE CENTRE
Ashford Hospital, London Road, Ashford, Middlesex, TW15 3FE 8am-10pm
Teddington Memorial Hospital, Hampton Rd, Teddington, Middlesex TW11 0JL 9am-8pm
Stay well in Westminster and Kensington and Chelsea
ASHFORD HOSPITAL WALK-IN CENTRE
Twickenham Road, Isleworth, Middlesex, TW7 6AF
WEST MIDDLESEX HOSPITAL A&E and 24/7 URGENT CARE CENTRE
Uxbridge Road, Southall, Middlesex, UB1 3HW
EALING HOSPITAL A&E and 24/7 URGENT CARE CENTRE
(and St Charles Integrated Care Centre) Exmoor Street, London W10 6DZ Monday - Sunday 8am-9pm Weekends and bank holidays 10am-7.45pm
EDGWARE WALK-IN CENTRE
A A W W A
248 Earls Court Road, London, SW5 9AD Monday-Friday: 9.30am-5.30pm Saturday: 9am-12 noon
EARLS COURT MEDICAL CENTRE
Edgware Community Hospital, Burnt Oak Broadway Middlesex, HA8 0AD 7am-9pm
A CHARING CROSS HOSPITAL A&E and 24/7 URGENT CARE CENTRE Fulham Palace Road, London, W6 8RF
PARSONS GREEN NHS WALK-IN CENTRE
5-7 Parsons Green, London, SW6 4UL Monday-Friday 8am-10pm Weekends and bank holidays: 9am-1:30pm
A A&E and Urgent Care Centre
U Urgent Care Centre
City of Westminster
Kensington & Chelsea
Hammersmith & Fulham
W Walk-In Centres
HAMMERSMITH HOSPITAL 24/7 URGENT CARE CENTRE
150 Du Cane Road, London, W12 0HS
ROYAL FREE HOSPITAL A&E
Pond Street, London, NW3 2QG
UNIVERSITY COLLEGE HOSPITAL ACCIDENT AND EMERGENCY (A&E)
Ground Floor 235 Euston Road London, NW1 2BU
ST MARY’S HOSPITAL A&E and 24/7 URGENT CARE CENTRE
369 Fulham Road, London, SW10 9NH
CHELSEA & WESTMINSTER HOSPITAL A&E and 24/7 URGENT CARE CENTRE
Westminster Bridge Rd, Lambeth, London SE1 7EH
ST THOMAS’S A&E
1 Frith St, Soho, London W1D 3HZ Monday-Friday: 8am-8pm Saturday and Sunday: 10am-8pm
SOHO WALK-IN CENTRE
Praed Street, Paddington, London, W2 1NY
Stay well in Westminster and Kensington and Chelsea
| Spotlight on community services
Raman reaches out to stroke patients
aman Gill offers stroke patients in Harrow a helping hand when they return home.
Raman, who works for both Harrow Council and Northwick Park Hospital’s Stroke Unit, supports more than 60 people a month with post-stroke patient reviews at six weeks, six months and twelve months. She does vital reviews covering secondary prevention, stroke recovery and disability management as well as any unmet clinical and social care needs. Raman also signposts and refers clients to relevant organisations. She is part of a wider community and voluntary network including the Stroke Association, Different Strokes, Age UK, Harrow Carers and the Citizen’s Advice Bureau that pool their resources. “It’s a fascinating job because no two strokes are the same,” added Raman who said that low mood, regular blood pressure checks and isolation were among the biggest ongoing challenges.
“Stroke can be incredibly isolating. Sometimes this is the result of mobility issues that make it difficult for people to get out. “Some may even see the impact of their stroke as a source of embarrassment. “Whatever its cause, the cure for isolation is other people and Harrow have some fantastic stroke support groups which offer social support for people who have had a stroke and their carers.”
Language disorder affecting our kids Rajdevinder Tiwana and colleague
Community dentists are bridging the gap
ommunity dental services bridge the gap between high street dentists and hospitals specialising in root canal, denture and gum disease treatment. Three teams of dental experts are based in Acton, Hounslow and Wembley seeing more than 20 patients’ a week. The majority are referred from their high street counterparts and the service still provides a cheaper alternative than going private. A typical root canal treatment costs
between £300 - £500 on the NHS compared to more than £1,000 privately.
So what’s the best advice for avoiding the dentist? Rajdevinder Tiwana, senior dental nurse at Acton Health Centre, said: “We see people with more serious dental problems but common sense advice includes brushing and flossing every day, avoiding sugary snacks between meals and visiting your dentist a couple of times a year.”
wo children in every classroom in Ealing could be struggling with a little publicised condition called Developmental Language Disorder (DLD), say local speech and language experts. There is no known cause for DLD and the speech, language and therapy service has been raising awareness among teachers who may not realise why some pupils are struggling. DLD is one of the most poorly recognised childhood disorders with children having problems with speaking and listening, having a limited vocabulary and not understanding instructions. It is diagnosed when children struggle to acquire their own language for no obvious reason resulting in difficulty understanding what people say
as well as struggling to articulate their ideas and feelings. In response, the team has been raising awareness among professionals and families including running a half marathon, producing information leaflets and creating school training programmes. They have also set up a programme for young people with DLD to help them understand both their needs and areas of strength. Karen Benedyk, Clinical Head of Speech and Language Therapy Services, said: “There is an assumption that these children aren’t bright and they often buy into that by putting themselves down and or thinking they aren’t smart. “This isn’t the case. They just need the appropriate support.”
| Open Day
Hundreds flock to Open Day Summer may be a distant memory but hundreds of visitors made the most of our annual Open Day getting free health checks and finding out about various conditions among the 70 stalls. The temperature soared to more than 30Â°C with entertainment by Indian Dhol drummers Beatology, the Irish Dance Academy and Steel Pan Academy, while a giant inflatable bowel provided some unlikely shelter from the sun. The London Ambulance Service parked up alongside their counterparts in the Army, while emergency planning officer Colin McDonnell set up a decontamination tent and braved the hot weather in a hazmat suit. Harrier hawks Thor and Zeus kept an eagle eye on proceedings, while visitors got to look behind the scenes with guided tours which included an operating theatre, the dental education centre and the radiology and endoscopy units. The 2019 Open Day will be held at Central Middlesex Hospital.
1,000 patients a day
in our two emergency departments and three urgent care centres
Hospital pilots ‘Uber’ style app for porters
e’ve all heard of hailing a cab, but Northwick Park Hospital is the first in the country to pilot a new app in its emergency department (A&E) for staff to hail a porter on their mobile phone. The pilot is expected to replace the existing practice of staff filling out a two page request form and reduce the time that staff have to spend following up portering requests. It gives porters instant, up-to-date information about the patient they are collecting. A&E staff have been provided with iPhones with the Infinity Health e-portering mobile application already loaded onto them. iPad portering stations in various areas across the department will make sure that staff who don’t have one of the iPhones can still book a porter. More than 400 clinical and nonclinical staff were involved in the pilot, including more than 60 porters. The news has been welcomed by staff who say current problems include porters not being able to read the writing on the request form, porters not being notified of cancellations
and no-one being able to proactively track the progress of each request. Lead Consultant for Emergency Medicine Dr Miriam Harris, said: “This is a positive step towards helping us manage patient flow. The hospital is very busy and demand on portering services is always high. “The app will help reduce the amount of time taken to request a porter or the need to chase requests up. It also allows us to add special instructions for the porter, such as the need to carry patient records, oxygen, or support equipment.” The app will allow staff to see in real time when a patient has been collected and arrives at their destination. Sonia Patel, Chief Information Officer, said: “The collaboration with Infinity Health demonstrates how working with the right partners and technology helps resolve every day issues and genuinely improves the daily working lives of our staff and ultimately improve patient care.” The one month pilot, will be rolled out across Northwick Park, Ealing and Central Middlesex hospitals if it is successful.”
Porter Berekey Tesfay with A&E consultant Miriam Harris
Hospital teams up with charity to support patients
distribution, offer a community kitchen, garden where people can grow their own food, refugee resettlement programme and employment training.
The Harlesden based charity initially provides a week’s supply of food via sixty local agencies including Brent Council and MIND.
The first hospital team to get involved in the project is Northwick Park’s Short Term Assessment, Rehabilitation and Reablement Service (STARRS). Nipa Shah, Clinical Manager for STARRS, said: “We occasionally have patients who have difficulty getting essential food supplies when leaving hospital.
Rajesh Makwana, Capacity Building Manager for Sufra, said: “People are identified and referred through a network of agencies and then pick up their food from our depot.
“It takes them a few days to get their shopping done and the food bags will be invaluable in ensuring they have enough food while they wait to get their own supplies.”
e are teaming up with a local charity to provide food parcels for patients struggling to make ends meet. Sufra Food Bank and Kitchen, which distributes more than 100 tonnes of free food a year, is asking staff to help identify patients before they are discharged from hospital.
Boxing clever: Rajesh Makwana
“We are allowing hospital staff to distribute the food directly because the majority of clients are likely to be elderly and it is more convenient.”
Any ward who would like to take » part in the scheme should contact
The charity feed more than 4,000 people a year and, together with food
Rajesh on 020 3441 1335 or email
| Latest news
Tekman helps keep the peace
ekman Gurung offers a reassuring presence as one of more than 30 security guards keeping the peace in our hospitals. Angry patients, people with mental health issues and the homeless looking for somewhere to wash and sleep are all daily challenges facing the former Gurkha in the British Army. The job also allows him to indulge his former profession’s passion for ‘yomping.’ Tekman walks several miles during a 12 hour shift at Northwick Park Hospital which includes checking the 14.3 hectare site’s maze of rooms and buildings are secure after hours. He is often called upon to calm aggressive or difficult patients, especially in A&E which sees several hundred people on an average night.
On the beat: Tekman Gurung
“You have to be firm but calm, even when people are getting aggressive,” says the 52-year-old father of four. “I‘ve become good at reading body language so can often predict what people are going to do. I’ve found the more verbal people are, the less likely they are to be physical.” The softly, softly approach doesn’t always work.” Tekman admits to being kicked, spat at, wrestled to the ground and verbally abused. One problem that has become more noticeable in recent years is the number of patients attending with mental health problems and the homeless who will come into the hospital to wash and try and find somewhere to sleep for the night. Tekman added: “It’s a bit like a game of cat and mouse, but
we’re always reasonable and polite. We always keep our eye out for anything suspicious although people will often try and talk their way out of a situation “I remember stopping a man who broke into one of the shops with a claw hammer and screw driver who pretended to be a workman repairing a faulty shutter.” The size of the hospital, which includes more than 27 buildings, means the team can’t be everywhere so keep an eye on things with the help of a bank of TV monitors hooked up to an extensive CCTV system. The majority of the hospital, with the exception of A&E and the wards, is locked down at 9pm. It takes an average of two hours for a two person security team locking more than, 200 doors.
Meet the Morris still on the road The Morris household doesn’t take retirement lying down which is why you’ll find Alan Morris behind the wheel as a volunteer driver at Northwick Park. The sprightly septuagenarian says it is the least he can do for the hospital where three of his children were born.
In the driving seat: volunteer Alan Morris
“It feels like I’m making a difference, beside the fact my wife doesn’t want me under her feet every day,” laughs the former solicitor.
“It’s a world away from my former career. People actually appreciate what you do and say thank you.” Patients pay for the service but sometimes get the wrong idea including one lady who asked Alan if he could take her to Heathrow.
Interested in volunteering? See www.lnwh.nhs.uk and search for ‘volunteering’.
Staff on Dickens Ward
Elderly patients on the fast track Dickens Ward at Northwick Park Hospital is helping ease pressure on other areas of the hospital by developing an older people short stay unit. The 34 bed unit has a dedicated team of specialists which can fast track patients’ homes within a maximum of
72 hours with an emphasis on frail over 65s. The unit has been set up in response to the growing elderly population. Matron Nana Seinti said: “The great advantage is that the clinical staff are all based here along with
the discharge co-ordinator and a pharmacist so we aren’t chasing around after people.” The 72 hour discharges are in contrast to the previous situation where patients were accommodated across wards and could often spend up to a week in hospital.
Ealing is the country’s first hospital pharmacy to introduce
bilingual medication labels
Saddle up for a healthier future, says heart surgeon
local heart surgeon forced to give up running after breaking his back is encouraging more people to saddle up for their health. Dr Nigel Stephens took up cycling after ‘crawling on his hands and knees along the Grand Union Canal in search of help’ when suffering a sudden stress fracture while out jogging. He returned to his childhood love of cycling and later satisfied his competitive streak in age group racing. The 53 year-old cardiologist who works at Northwick Park Hospital has gone on to win silver and gold medals at the Masters World and European Championships. He has been helping spread the word at a series of ‘midlife cycle lectures’ where he argues age shouldn’t be used as an excuse not to exercise. The workshops capture a target group that typically returns to exercise in their 40s when career and family demands are more manageable. Dr Stephens said: “I’m a sportsperson so know how hard it is to be told to stop a particular form of exercise because you are supposedly too old. It’s conventional medical advice that’s well-meaning but often misplaced. “There’s a huge amount of conflicting information about exercise when all
you really need to know is that the benefits far outweigh the negatives. “We are seeing far more cases of irregular heart rhythms in people who have been keen runners for most of their lives but the majority of these cases are manageable. “My advice is start modestly, do something you enjoy and don’t pay too much attention to the latest fads. A good example is high intensity interval training which is proven to be effective but not something you want to try if just returning to regular exercise
TV drama at Central Central Middlesex Hospital has recently featured in two critically acclaimed BBC dramas. Scenes from Bodyguard (see photo) about a war veteran assigned to protect a controversial politician were filmed on the first floor, while Black Earth Rising used the hospital’s spacious corridors and walkways to good effect. Central Middlesex has been a popular location for filmmakers since it opened in 2008. This includes McMafia and Silent Witness along with smaller TV productions and
“It’s also important to try and incorporate some weight training to keep your bones strong, especially if you are a cyclist.” Dr Stephens welcomes the boom in leisure cycling riding on the slipstream of Team GB’s all conquering success. “Cycling was a weird niche sport when I was a teenager but mass participation in the sport can only be a positive and I welcome that as both a cyclist and a consultant. The sense of adventure and freedom of just going for a ride is something everyone should enjoy.” So does Mrs Stephens enjoy exercising? “No. I suggested we buy a tandem but she told me to get on my bike.”
Thumbs up for our baby friendly hospital Maternity services at Northwick Park Hospital had plenty to smile about when they were recognised as a ‘baby friendly hospital’ by UNICEF.
were getting a good start in life with best practice around breast feeding and the relationship between parents and their babies.
The global organisation, which is committed to improving children’s health and welfare, renewed our status after a series of inspections and interviews with hospital staff and parents.
Kelly Kinsella, who leads the infant feeding team along with colleagues Gemma Chandler and Aine McGahon, said: “It’s been a long road but we’re delighted our work has been recognised. It’s credit to the whole team and we’d also like to thank all the amazing mums who’ve chosen to have their babies here.”
The maternity unit helps deliver around 5,000 babies a year and inspectors were satisfied babies
On your bike: Nigel Stephens
films including Eliminators, Undercover, The Dreamlike Path and Lucky Man starring James Nesbitt as a policeman granted the powers to control luck.
Kelly Kinsella (l-r), Gemma Chandler and Aine McGahon
| Celebrating success
Celebrating success Jenny takes the chair Congratulations to Jenny JeanJacques who is now the deputy chair of the Chief Nursing Officer’s Black and Minority Ethnic Strategic Advisory Group. The group is committed to harnessing the skills and talents of BME staff and help positively influence health and social policy development for all service users. Jenny, who works as an information governance manager at Central Middlesex Hospital, has been involved in the group for seven years leading on communications and helping support and mentor staff.
Ayesha wins national chair Congratulations to Consultant Gastroenterologist Dr Ayesha Akber who has been appointed Chair of the Education Committee of British Society of Gastroenterology. Ayesha will be responsible for shaping the society’s education and training programme during her three year tenure with greater emphasis on online training as well as ensuring materials are adapted to meet the needs of various members from consultants and nurses to allied health professionals Ayesha said: “It’s an exciting role and I have a lot of ideas to share with my colleagues. It’s going to mean a lot of extra paperwork but I’m a firm believer in rolling your sleeves up and not standing on the side-lines when you want to improve things.”
Thumbs up for Rakhee Congratulations to Rakhee Shah who has qualified as an independent prescriber. Rakhee, who is a senior Diabetes Specialist Podiatrist, now has greater freedom to prescribe medications for her patients without having to check with the patients’ GP first. Rakhee, who divides her time between clinical work, home visits and teaching, said: “It means the patient is truly at the centre of care as they can get their prescription and essential treatment straight away. I can provide much more timely, effective and efficient care to the people that I see. “When people have diabetes they can loose the sensation of pain which is a vital alarm for us all. This
Story time for Sam Congratulations to surgeon Samantha Tross who features in Stories of Black Leadership, a photographic project sponsored by JPMorgan. The exhibition was accompanied by an oral history which will become part of the national Black Cultural Archives and showcases examples of exceptional leadership found in Britain’s African and Caribbean community. Samantha was joined by contemporaries including Baroness Valerie Amos, Dame Vivian Hunt and Karen Blackett OBE.
means they don’t realise they are injured or have any issues until seen. “I’ve lost count of the pieces of glass I’ve pulled out of unsuspecting patients’ feet or dealt with burns from being too close to a fire or radiator. If the patient has comprised circulation as well then any small injury can rocket out of control very quickly. “I’m very passionate, energetic and enthusiastic about helping raise awareness of the connection between diabetes and the lower limb. I am a huge people person and love to see great team work and the success stories that go with it. I am keen to champion the good work that we as professionals can do to help that person and their family.”
So what’s next? “My ambition is to become a Consultant Podiatrist so am carrying on with my studying. I am very lucky and grateful to have such supportive colleagues and team members all around me who truly embed the values of the trust.”
Tears of joy for Nicola District nurse Nicola Wahl shed tears of happiness when she won an award for achieving the highest mark in her dissertation at Bucks New University. She scored 90% writing about the challenges facing district nurses giving palliative care in the community. Nicola said: “I was in total shock and burst into tears. I had no idea I had achieved the highest mark. I put so much time and effort into making it the best piece of work I have ever written, not only because I find it enriching, but for my own learning in preparation for my career.”
| Your views
A selection of your comments from social media
I want to say thank you to staff in @Ealing hospital. Did an almost impossible keyhole surgery to remove my gallbladder, with me having a whole lot of scars from a shotgun wound from back in the day.
Windrush Nurses at Central Middlesex Hospital taught me how to nurse and above all how to deliver care that was truly compassionate.
Thank you to the staff in Theatre Admission Unit and theatre staff for the great care you gave me today. Ward was spotless, the theatre staff supportive. Especially giving me the warmed blanket. It was appreciated.
Daph wasn’t well today. When her temp spiked at 39.8 & her pulse was 165bpm, I took her to Ealing Hospital A&E. 15 minutes later she was laying on a bed, medicated, and sleeping. 40 mins later, she woke up, happy? temp down to 38c, pulse at 150. Why? Because OUR NHS is amazing.
Shout out for the wonderful Breast Cancer Care teammade a rotten journey much easier to cope with. Second to none!
We value patients’ opinions about how and where we can improve services and one of these approaches is the ‘you said, we did’ initiative. This allows us to action your suggestions. Here’s what we’ve done recently:
Emergency and Ambulatory
• YOU SAID: Switchboard at Ealing Hospital does not put callers through to the right department in terms of asking which district nursing team they would like to speak to.
• YOU SAID: There should be a speedier process in place in cardiology once investigation results are available.
W E DID: Switchboard operators now check if patients are from Brent or Ealing before forwarding on calls. Big shout out to @LNWH_NHS and the staff at Northwick Park Hospital - they have been today and since the first time I came here several years ago - been brilliant. All the staff - reception staff, nurses, doctors - all been awesome.
Give us your feedback London North West University Healthcare NHS Trust @LNWH_NHS www.lnwh.nhs.uk Patient Experience Team - 020 8869 3638 LNWH-tr.PATIENTEXPERIENCE@nhs.net
Patient Advice and Liaison Services - 020 8869 5118 LNWH-tr.PALS@nhs.net
NHS Choices - www.nhs.uk Care Opinion - www.careopinion.org.uk
• YOU SAID: District nursing answer message is inappropriate. WE DID: The answer message now includes a short introductory message.
Surgery and Outpatients • YOU SAID: Wheelchairs should be available in the Orthopaedic Outpatient Clinic. WE DID: Two new wheelchairs have been ordered for the department. • YOU SAID: It is very hard and frustrating to get hold of schedulers when we need to. WE DID: A leaflet with team contact details and emails is now given to families during preassessment.
WE DID: The general manager has set up a weekly virtual clinic for clinicians to review results. • YOU SAID: There needs to be better communication about family members being permitted to help with physiotherapy. WE DID: Information boards in the physio department now include information about family members being allowed to help with physiotherapy.
Women and Children • YOU SAID: Excellent care in terms of caring, support and respect, however, waiting time to be seen by a doctor impacts the experience. WE DID: We will continue to be responsive in terms of patients being seen in a timely manner. Lead midwives are visible and keep patients updated about any delay to their appointment.
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