MCH - Exploring our services

Exploring our services Celebrating five years of excellence

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Who we are MCH is an award winning social enterprise and Community Interest Company established in 2011.

We were originally formed from the services directly provided by NHS Medway and have a strong history of partnership working with a number of local stakeholders.

We’re a £62 million business with over 1,300 staff, and as a social enterprise we are free to invest any profit we make into further improving our services, and into our local communities.

2016 marks a milestone anniversary for us – five years providing high quality healthcare services and products, as well as delivering social value to the

communities in which we work.

We’re incredibly proud of what we’ve achieved, and all of our achievements reflect the passion, dedication and commitment demonstrated by our staff across all of our services. These qualities are borne out of our values: • Delivering quality and value • Being caring and compassionate • Working in partnership These values underpin everything we do with our staff, patients and with the commissioners of our services.

We work together to ensure that we deliver a consistently high quality patient experience.

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Our social value Investing in the £70k community through our charity Medway Cares Since it was set up in 2012, MCH’s charity, Medway Cares, has awarded over £70,000 of funding to a wide range of projects in the local community to support the health and wellbeing of local people.

products, ensuring nothing goes to landfill.

Active Minds produces age-appropriate activities and materials for adults living with dementia, promoting conversation and a sense of achievement.

SpeakSet have developed a new system for TV video consultations to improve the quality of care for older people which is universally accessible on the TV or the web.

MCH Academy

Investing in businesses with social objectives Working with other social enterprises we have invested in a small number of companies with social objectives aligned to ours and whose products could benefit the people we care for. These include: Flute Office designs and manufactures 100% sustainable office equipment made from upcycled cardboard.

When a product is no longer needed, Flute Office remanufacture or upcycle it to create new 4

Through the MCH Academy we offer sponsorship and internships to local students to support them to study for a business degree at Canterbury Christ Church University (CCCU).

To date MCH has offered two internships and is currently sponsoring two students who will join us as interns in 2016.

recruiting many participants into full time permanent roles within MCH, and we were named Apprenticeship Employer of the Year by Health Education Kent Surrey and Sussex in March 2015.

Since 2010 MCH has taken on 51 apprentices.

40% £3.2m

Our procurement policy

Recognising the social and economic impact of buying locally and removing barriers to purchasing from local businesses. For 2014-15 MCH bought 40% of goods and services locally, spending £3,200,000.

Total Spend £8 million

excluding suppliers we cannot influence such as GPs, NHS, HMRC

ME postcode £2,200,000 (27.5%) including Medway

Rest of Kent £1,000,000 (12.5%) excluding all ME Postcodes

Staff involvement Our apprenticeship scheme We offer both clinical and non-clinical apprenticeship schemes, Fifty one

As a social enterprise, our staff can opt to become shareholders and have a greater role in the decision making for our future.

Our elected members’ forum of 77% staff shareholders, working in partnership with our Board, plays an active role in representing the views of our staff to help us make even better decisions.

77% of staff are shareholders, a total of 1,059 staff.

20 students

Work experience

We support young adults with learning disabilities by offering a work experience programme in partnership with MidKent College.

Our pilot scheme started in April 2014 and continues to date during term time. So far we have supported approximately 20 students with learning disabilities.

MCH also offers multiple work experience placements across our services to enable local people to improve their skills and gain valuable experience in health and social care.

Consulting with our patients We involve our patients in service redesign to ensure we are meeting their needs, such as extending the services we provide to offer greater flexibility for appointment and clinic times.

Working with charities and community groups to increase the benefits we can bring to local people We work in partnership with local charities to deliver services and incorporate their specialist knowledge and skills to achieve the best outcomes for patients, e.g.: Staff at the Wisdom Hospice work with charity Cruse Bereavement Care to increase the counselling and support available to local people. The hospice can offer specialist support to those most in need and the partnership has led to a reduction in waiting times for people receiving bereavement counselling in Medway.

MCH delivered the first ‘Get into Health and Social Care’ programme in the South East with the Prince’s Trust, providing an introduction to work

for young people and recruiting 3 candidates to join us as apprentices.

Many services work with community support groups, e.g., nutrition and dietetics provide tailored specialist nutrition advice to (among others) Head Start patient support groups for head and neck cancer patients.

Our commitment to clinical research We are committed to testing and offering the latest treatments and techniques to our patients and are regularly involved with clinical research.

Research partnerships with:

Dementia end of life care

Cognitive Behavioural Therapy in COPD

Medicine support in stroke and TIA

NHS Benchmarking Network and Clinical Senates

Public health Our staff run regular information events in the community to raise awareness among the public of common health conditions and give tips for staying healthy and well.

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Sustainability We support recycling across the organisation and buy recycled wherever possible, from post-it notes to protective couch roll for use in our clinics.

We buy local to reduce the mileage needed to deliver goods to our sites.

We buy low carbon emission equipment wherever possible, such as carbon neutral printers/photocopiers in our offices.

Volunteering We offer a wide range of volunteering placements for local people who would like to gain some experience in the world of work or who want to give something back to the community.

237 volunteers give up 2,000 hours each month to help us deliver care and make a positive impact on the health and wellbeing of our patients.

Working in a range of roles from drivers and gardeners to specialists such as bereavement support counsellors, 6

2000 hrs

3000 calls

Volunteers therapeutic art leaders and complementary therapists, their support includes: • Volunteer drivers travelling 3,000 miles a month transporting patients, their families and carers.

• Ward helpers giving 350 hours a month offering companionship and the time to chat with patients and visitors.

• Spiritual care volunteers giving 90 hours a month visiting and supporting 350 patients, their carers and their families.

• Telephonists giving 160 hours a month and handling 3,000 calls from patients, their families, Hospice staff and healthcare professionals.

3000 miles

• Former patients giving empathetic support, helping people to regain their confidence and providing a role model for our patients to aspire to.

• Counsellors giving 100 hours a month supporting people affected by serious illness and bereavement.

Educational partnerships We work in partnership with local schools, colleges and universities, providing work experience placements and collaborative projects with students. Here are just some of the places we work with:

Our services’ social value Sun awareness

Stop the pressure day

campaign to public

49 people attended

Implemented ‘sun awareness campaign’ at Hempstead Valley Shopping Centre.

49 people attended MCH’s ‘stop the pressure’ day – part of a national campaign to prevent pressure ulcers.

Dementia

education and promotion

We have an Admiral Nurse in our dementia support team who has been involved locally and nationally in promoting Dementia care for people with young onset dementia in collaboration with Dementia UK. Our deputy manager at Darland House has provided ‘Dementia Friends’ education to 3 outside organisations including local schools.

55 local health and social care professionals across Medway attended the ‘pressure ulcer prevention’ conference (facilitated in partnership with the local hospital).

Heartstart course 30 children

We provided ‘Heart start’ to 30 school children in June 2015.

We ran a ‘Big 6’ campaign to promote delaying solids until children are 6 months.

Hydro therapy

Support groups

charity funded

helped

Our physiotherapy service sourced charity funding (Medway Cares) to offer hydrotherapy treatment for 1 patient (pays for pool access).

Postnatal group 470 mothers

470 mothers across 19 centres attended postnatal groups ‘New baby and you’ a 5 week group open to all new parents.

Established and supported 67 patients and their families through our Stroke Survivor Support group.

Our adult speech and language therapy service (SLT) employs the senior SLT chair for the MMM laryngectomy club, (local laryngectomy support group).

Affiliated to NALC (national association of laryngectomy clubs) which has charitable status. Meet 5 times per year plus a Christmas party and summer outings.

46 work placements

ourZone

5 children

ourZone provided work placements for 13 students from Bradfields SEN Academy, who attended 148 sessions.

Supported 5 x children to get into the gym – working with local gym trainers (winner of Patient Experience Award NK CCGs).

ourZone provided weekly work placements to 33 students from various Medway schools and MidKent College, who attended 314 sessions in total.

Supported gym-working

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Our services Anti-coagulation service A one-stop shop monitoring service, available to anyone living in Medway or registered with a Medway GP, and taking longterm (i.e., longer than a year) anticoagulation medication such as Warfarin. This specialist service checks INR levels, amends dosing if required, and provides help and advice.

Blood test services (phlebotomy) Supports diagnosis, care and treatment of various health conditions and diseases when requested by a GP, specialist team or nurse. Clinics are held at a choice of venues.

Cardiology Provides a wide range of services covering heart failure, cardiac rehabilitation, arrhythmia and diagnostic services.

The service aims to help people understand their condition, optimise medication, promote wellbeing through 8

exercise, advise on beneficial lifestyle changes and support individuals at the end of their life in conjunction with the hospice community teams.

Children’s services Provides a range of services for children and their families which includes universal, targeted and specialist services.

These services include the children’s therapy team, the family nurse partnership, the health visiting team and blood testing (for children) and dental.

Community nursing Including district nursing, this service organises, delivers and manages nursing care for patients in their own homes or residential accommodation.

The team attends case conferences and promotes and supports the health needs of individuals, families and

communities as well as undertaking assessment and evaluation of care.

Community rehabilitation The Walter Brice Centre Rehabilitation at the Walter Brice Day Centre is delivered by a multidisciplinary team for patients who need additional input and support to recover from an acute event. Patients can benefit from a six week programme that includes OT, physio and day room activities.

Patients can be assessed for additional equipment and home environmental needs as well as receiving treatment to promote recovery. The centre supports patients with long term conditions (such as MS, Parkinson’s and stroke) where their level of function has deteriorated as a result of their condition or illness and who have rehabilitation goals.

Physiotherapy (community) As well as offering physiotherapy, the community team provides equipment to aid mobility, trains carers to enable them to offer

on-going support for long term conditions and makes onward referral to other agencies and health services as required.

high risk of falling in order to:

The team sees patients in their own homes if they are unable to travel, or if outpatient attendance may minimise any potential gain from treatment. They also visit patients to assess any problems they have in their own environment, for example when climbing stairs.

• prevent injury related to falls (particularly hip fracture)

Physiotherapy (neurological) This outpatient based service provides physiotherapy treatment specifically for exacerbations of neurological conditions such as Multiple Sclerosis and Parkinson’s disease. The team also provides group exercise programmes.

Falls The team provides education to patients, families, carers, homes and other health professionals. The aim of the falls prevention service is to empower patients and carers by providing comprehensive assessment and treatment to those who fall or are at

• prevent falls in people over 18 years

• help those who have fallen regain independence and confidence.

Continence care Supports individuals with bladder or bowel dysfunction.

The team actively promotes continence and manages incontinence by providing written information, education, treatment, management and support to patients, carers and healthcare staff.

Darland House nursing home A modern, specialist nursing home that provides long-term residential care for people in Medway with mental health problems, including Alzheimers and other forms of dementia.

Darland House has 40 beds and provides 24hour holistic care. Referral to the service is via NHS Continuing Healthcare.

Dementia support An innovative service set up to support people with dementia and their carers who live at home.

The service is intended to enable people to remain in their own homes and reduce unnecessary admissions into hospital.

Dental (community) A service for those with special physical, mental or social needs who require the support of a specialist community dental service.

Access is via referral by a GP or healthcare professional. Appointments are available at ten clinics.

Dental (emergency) Dentaline is an out of hours emergency dental service for dental emergencies and urgent symptoms during evenings, weekends or bank holidays.

Dermatology Treats adults and children for eczema, psoriasis, acne, solar keratosis, long standing warts and verrucas. Diagnostic biopsies and cryo surgery are also undertaken.

Home visits are available for housebound patients.

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Patient compliments “I thank you from the bottom of my heart for the wonderful care, love and support you have given. As a family we thank you for the extra special care and dedication you have shown, for being part of our lives and for helping us through the tough time of loss and sorrow. Your love and support will always be remembered.”

“I cannot speak too highly of the care I have received. Nurses were friendly, polite, helpful and very professional. I always felt that I was treated as an important individual.”

“Excellent service, caring, polite and understanding of our concerns, could not have had better treatment. Thank you for your prompt and professional service.”

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Diabetes The service supports people with type one and type two diabetes to enable and promote optimal diabetes selfmanagement. This may include education on medication management, diet and exercise (Mint1e, Xpert), clinic appointments, home visits and telephone advice to support patients, carers and/or relatives.

Integrated discharge team (IDT) A mixed team of health, social care and voluntary staff from partner organisations across Kent and Medway. They’re collaboratively working to ensure the safe and timely discharge of patients from hospital once they are no longer in need of acute medical care. The team works with and alongside professionals from occupational therapy, physiotherapy, continuing healthcare, dementia support, Carers First and community services.

Learning disabilities

Provides health and nursing advice,

assessments, help and support for health and behavioural issues to those with learning disabilities.

The service helps patients to access GP surgeries, dentists and hospitals; providing support to eat and drink safely and comfortably; helping to express thoughts and be better understood and helping with movement.

The service works in partnership with other health and social care professionals and provides training for individuals, carers and professionals.

MedOCC MedOCC deals with urgent care problems when GP surgeries are closed. The team also assesses and manages patients with symptoms of cellulitis or deep vein thrombosis and acts as a communication hub for messages to district nurses, health visitors, rapid response teams and other community/specialist teams.

Medway integrated community equipment service (MICES) Provides and manages health and social care equipment for use in

patients’ own homes.

This ranges from walking aids to beds and mobile hoists.

Equipment is issued to patients following an assessment by a clinician and can be delivered and collected.

activities of daily living, advice and education including return to work for patients with a wide range of musculoskeletal, neurological, rheumatological conditions and for those who have had plastic or reconstructive hand surgery.

Nutrition and dietetics Provides expert nutritional advice tailored to individual patient needs to achieve their nutritional goals and optimise their health.

All referrals must be completed by a GP or healthcare professional.

Orthopaedic clinical assessment service (CAS)

Dietitians are trained to translate the science of nutrition into practical everyday information about food.

Assesses people with orthopaedic conditions, who previously would have been referred to secondary care.

The service provides specialist areas of expertise which include oncology, diabetes, paediatrics, obesity, gastro and nutrition support.

They do this both in hospital and community settings.

The team assesses a wide range of pain conditions, provides expert assessment, has access to diagnostics (X-ray, MRI etc) and uses injection therapy.

Outpatients and hand therapy

ourZone in Rochester provides specialist activities and support for people over 18 who have physical or long term health conditions. ourZone also provides specially adapted vehicles

The outpatients and hand therapy service provides specialist assessments, goal orientated treatment, splinting, assessment of

ourZone

to support with patient transport to and from the centre. ourZone services, including transport, will incur a cost.

Palliative care (Wisdom Hospice and community) A specialist palliative care service based at the Wisdom Hospice which offers a multi-disciplinary team.

The service includes fifteen beds, bereavement support, advice and psychosocial and family support to patients and families; as well as community palliative care at home, and day hospice care.

The team also supports education locally, nationally and internationally and includes volunteer bereavement counsellors.

Physiotherapy (musculoskeletal) Provides a specialist service to deal with conditions which affect the neck, back, all joints, muscles, ligaments and nerves.

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Patient compliments “We are humbled by the care and compassion shown to us by all of you. Roy’s passing was one of love and peace, we thank you for making this last memory of him one of dignity and grace. We could not have asked for a more perfect place for Roy’s final days.”

“As a carer, I felt that they listened to me and took my needs into consideration.

I was treated with the utmost care and consideration in really difficult situations.”

“At all times I have received first class and professional care and kindness.”

“Fantastic friendly people who totally put you at ease. They make me feel human again.”

“Thank you for all your support and guidance over the last year. I have really appreciated having the benefit of your time and experience. Thank you for your encouragement during all the challenges I encountered. You really made a difference to me.”

“We would like to thank you so much for the care, kindness and dignity shown to mum during her stay with you.”

“The staff are clearly well trained and go to great lengths to ensure you are made to feel happy and comfortable at all times.”

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Respiratory A team of advanced nurses, physiotherapists and dietitians whose skills provide comprehensive respiratory assessments to patients at home with the lung conditions Chronic Obstructive Pulmonary Disease (COPD), interstitial lung diseases and Bronchiectasis.

A range of treatments are provided to better manage lung conditions, and to monitor the progression of lung disease. The team offers medication reviews, oxygen assessments, dietetic assessments and pulmonary rehabilitation.

Speech and language therapy (adult) Provides support and advice to adults with acquired communication and/or swallowing disorders based on holistic needs. The team also provides episodes of treatments enabling patients to maximise their communication and/or swallowing ability.

Care is focused on the conditions aphasia, dyspraxia, dysarthria, dysphonia, dysfluency and dysphagia. The team offers assessment, specific advice and targeted therapy tailored to the patient’s needs and referrals are accepted from health professionals.

Adult speech and language therapy is provided in the community and hospital sites.

Intermediate care A team providing 24 hour care in short term beds as well as support and rehabilitation to enable patients to remain in the community.

Rapid response therapy provides intensive, shortterm, rehabilitation programmes to enable people to remain in a community setting or to facilitate discharge.

This includes provision of equipment and home adaptations as appropriate. The team can also assess for and

begin care packages, and can access inpatient rehabilitation units (to which they provide treatment and support).

in their field. The team operates across a pathway of care covering Medway and Swale, and delivers care at:

Sunlight Centre Surgery

• Medway Maritime Hospital’s hyper-acute stroke unit

The Sunlight Centre Surgery offers a general practice (GP) service to about 5,200 patients and is situated in the busy Sunlight Centre, in Richmond Road, Gillingham. The Sunlight Centre is part of the Sunlight Development Trust, a communityowned and managed charitable organisation that works with partners across all sectors to improve health inequity and wellbeing by providing an improved range of social, medical and community activities.

Stroke services Responsible for all patients who have had a stroke or Transient Ischemic Attack (TIA).

The service is a multidisciplinary team and all clinicians are experts

• inpatient specialist rehabilitation • Sheppey Community hospital • in the community delivering early supported discharge and longer term community intervention.

Tissue viability and wound therapy Provides wound care for general and complex wounds as well as specialist advice to healthcare professionals when wounds are not healing as expected.

The team works in partnership with all providers of healthcare in Medway to reduce and prevent pressure damage.

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MCH+ refers to services, training or products we provide outside of our NHS contracts. These services are paid for by patients and schools and the profit is reinvested to develop and improve all of the services we deliver. These additional services or products can be clinical, or corporate.

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Children’s therapies teams can provide speech and language training for teachers and schools at an affordable price.

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The Walter Brice Centre provides a bathing service, providing specialist equipment and trained staff to support patients.

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Our Walter Brice Centre also provides a professional catering service for meetings and lunches.

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ourZone offers a social showering facility.

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ourZone provides the opportunity for non-members to use the sensory/ relaxation room.

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Our musculoskeletal physiotherapy service offers physiotherapist-led Pilates classes for local people.

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Celebrating our success

PEN National Awards 2016 winner PEN National Awards 2016 runner-up

NHS KSS Leadership Collaborative Leadership Recognition Awards 2015 winner

Social Enterprise UK Awards 2015 shortlisting

CCG feedback “The CCG commends MCH on the engagement through a consultation and voting process with people using their services, their community forum, staff and commissioners for the selection of priorities for improvement in 2015/16 and ensuring that the priorities are set with local needs in mind.”

MCH “...established ‘Schwartz Rounds’ which provide an opportunity for staff from all disciplines across the organisation to reflect on the emotional aspects of their work.

Research into the effectiveness of Schwartz Rounds shows the positive impact that they have on individuals, teams, patient outcomes and

North Kent patient experience awards Transforming patient experience winner Little things that matter winner Sign up to safety winner

organisational culture.

This proactive approach to improving quality led to MCH being awarded the ‘Improving the Culture of Care’ award at the North Kent CCGs annual Francis Event in January 2015.”[sic] Extracted from the MCH quality account 2014/15, response from Medway Clinical Commissioning Group

Get in touch We are always interested to hear from you. Here’s how to reach us: Online www.medwaycommunityhealthcare.nhs.uk By phone (general enquiries) 01634 337593 Via our customer experience team 01634 334650 or medwaycustomercare@nhs.net Join our community forum www.medwaycommunityhealthcare.nhs.uk/join-in 15

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/company/medway-community-healthcare /+MedwaycommunityhealthcareNhsUk Copyright Š Medway Community Healthcare CIC 2016 providing services on behalf of the NHS Registered office: MCH House, Bailey Drive, Gillingham, Kent ME8 0PZ Tel: 01634 337593 Registered in England and Wales, Company number: 07275637 www.medwaycommunityhealthcare.nhs.uk