Virgin Care: Our story 2014

Our story 2014

WELCOME. THIS IS OUR STORY OF 2014.

We’re celebrating what we’ve achieved together over the last year including some of our highlights of which we can all be very proud.

Thank you for the amazing things you do every day.

Best wishes Bart Chief Executive

A warm welcome from our community hospital team We launched a welcome pack in our community hospitals for all inpatients to make their stay more comfortable and reduce stress for people who are admitted at short notice. The pack, which includes wash bag, toiletries and a puzzle book, was created by staff in consultation with patient groups and was inspired by Virgin Atlantic’s amenity packs.

Smiles say it all 80% of patients said the pack was good or great 97% said it was useful 67% would reuse it again

Did you know?

Since 2006, we’ve treated more than 4.5 million people

January

“The pack made me feel welcome and less of a trouble to staff. The contents have been well thought through and covered all the things that I needed.”

Patient at Haslemere Community Hospital

Having a moment to be proud of Praise went to the team at Leicester City Assist GP practice for their communication and consistency from Care Quality Commission (CQC) inspectors who confirmed the centre was meeting all required standards.

To Lyme Regis Medical Centre “Could I please record how impressed I was by my treatment… firstly can I commend your nurse, Chrissy, who exhibited kindness and patience as well as professional skill… and Carys whom I have long known as compassionate and knowledgeable and should be commended… and Dr Cherry thus far impresses me… There are patients who really do value the extra effort that seems to go into everything that you do. Others could learn from you.”

To Surrey Respiratory Care Team “I owe my life to the team… they pulled strings to get me admitted into the Royal Brompton Hospital at a crucial stage when everyone had given up on being able to help me. I have so much respect for them.”

January

Mobile working gives freedom to care Our district nurses in Surrey have been through a huge amount of change over the past 12 months. We’ve introduced a mobile working programme which is enabling them to spend 30% more time with patients, almost two extra visits a day per nurse.

The new solution was nominated for an Excellence in Healthcare IT (EHI) Award. It works with the RiO system to ensure there is one single patient record which is up to date, secure and can be shared appropriately with GPs and other clinicians. This makes our care safer and reduces missed appointments.

A few juicy stats: 60% improvement in clinical records time 42% improvement in referral handling and scheduling 30% saving in travel time (less ‘trips to base’) 100% increase in staff handover and lunch

Did you know?

More than 1.5 million people have rated our services and 80% gave us 9 or 10 out of 10.

February

Having a moment to be proud of Nurses Emma Jamieson and Mercy Shezi at our Coventry Meridian Practice Medical Centre won the prize for ‘Going the extra mile’ for patients at the annual NHS Coventry and Rugby Clinical Commissioning Group Inspires Locality Awards.

To the team at Peninsula IAPT Service, Bromborough “Thank you very much for all your help, you have been fantastic. I have made changes which I wouldn’t have made without you.”

To the team at HMP Coldingley “I came here last week from another prison… was an emotional wreck, underweight and on strong meds which I didn’t need. Your staff have been very professional, kind, compassionate and supportive. My pain is now under control and I feel happier in myself. This good care I’ve been getting has been noticed by my family so they worry a lot less.”

February

Going the extra mile for community wellness On 8 March we pulled on our running shoes and supported the first Surrey Half Marathon, by providing runner numbers for the 5,000 participants and bibs for the volunteers who made it possible. Thirty of us took part as runners and volunteers promoting our local services. The event raised more than ÂŁ100k for charity.

“Supporting the local community is a great cause especially if the events involve a physical element and are encouraging participation in sport.�

Buzz from the crowd: 93% said it was important we support our communities outside of running services 90% said we should support existing community events like this 95% of our team said the event was good or great

March

To Croydon Urgent Care Centre Out of Hours Team “Thank you to Croydon Out Of Hours Service in general for delivering high quality patient care when most of the world is asleep.”

To Reading Walk-in Health Centre “The service and professionalism of staff made my life easy... I want to mention the nurse, who is the best nurse I have ever met, friendly and very confident doing their job and thanks to them my problem cured before I expected. Definitely I will recommend this centre to all my friends and family.”

Having a moment to be proud of Our six community hospitals in Surrey received full marks from CQC inspectors, with patients’ feedback ranging from ”life-changing service” to “feeling part of the family”.

Meanwhile, Leeds Dermatology Service passed with praise for offering a totally different experience and Reading Walk-in Health Centre was commended for safe, effective and compassionate care.

By making one ‘you said, we did’ change in each service, every month, we’ve made 1,300 improvements in response to feedback in the past year.

March

Tackling anorexia nervosa in children and young people Our Devon Child and Adolescent Mental Health Service (CAMHS) has seen referrals for eating disorders rise significantly over the past five years. The team see many young people with serious physical and mental illness, including anorexia nervosa which has a higher mortality rate than childhood leukaemia.

Historically around four young people from eastern Devon with anorexia nervosa were in specialist inpatient units at any one time. These facilities are all around the country and a typical admission is for 6-12 months with the young people far from their families at a time of great anxiety and sadness.

By improving the care pathway and supporting families through therapy to help their children recover, our Eastern Devon CAMHS and Paediatric Eating Disorders Service has had no admissions for anorexia nervosa for two years. This is vitally important for the young people as community-based treatments are seen to be more effective in the longer term.

“I have come so far and all your help and support has helped me get to where I am, I will never forget it. Although I have found the family sessions difficult they have been helpful not only to me but also to my mum and I am so glad that she has also had the support from an excellent family therapist!”

“I am going to continue to fight and make a full recovery to achieve my dreams and go on and do well in life.”

April

Having a moment to be proud of Our musculoskeletal service (MSK) at The Alexandra Hospital in Redditch, was given full marks by CQC inspectors as patients were very happy with the quality of information, care and described the service as ‘excellent’.

Purfleet Care Centre also got the thumbs up after good comments from service users.

North Lincs Sexual Health was one of the first teams to receive their Virgin Care uniform as part of an interim solution while a long-term uniform is prepared for roll out in 2015.

To Surrey Sexual Health (Earnsdale Clinic) “You’re all wonderful people that do an amazing job and I thank you and your team for both your support and understanding.”

April

I get by with a little help from my Max Five hundred of us volunteered for the Virgin Pulse pilot when it launched in May. Using the Max pedometer device, we were inspired to literally go the extra mile and challenged to spend a little more time focusing on our personal health and wellbeing.

Throughout the pilot we were able to log on to an online platform where we could engage with other members, log our activities, track our steps and be inspired by an array of personal and team challenges, some with amusing results!

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We took a total of 200 million steps – the equivalent of four times round the globe 87% of us said it motivated us to take on healthier behaviours and increased energy levels 73% of us said it increased our sense of belonging to our team and helped to build relationships

“It’s been an amazing pilot, within three months I have lost over a stone, feel healthier, happier and lighter – thanks :).”

“I loved it… except when Max got run over.”

“To get extra steps I do a little dance while I’m in the loo...”

May

No lounging around in the sun for our dermatology teams this summer Whilst most of the public were stocking up on ice cream, BBQs and shocking summer shorts, our dermatology teams across the West were out in force to advise about the dangers of the sun as part of Sun Awareness Week, a major national dermatology campaign.

The teams wore t-shirts with different sun awareness facts on all week, handed out information materials and even created an indoor beach to encourage their patients to stay safe in the sun this summer.

To the Surrey Wheelchair Service “Thank you so much for the efficient service that has given me back my independence and made life worth living again.”

To our team at Weybridge Walk-in Centre “Just wanted to say a big thank you to the really helpful receptionists on duty this bank holiday Monday morning, and the kind nurse who put me at ease and talked to me through everything. I felt more reassured and calmer by the time I’d left. They really are a credit to the profession.”

May

Breaking down barriers for disabled young people A group of young people with disabilities from Devon took part in the second year of Project Fast Track. The scheme, organised by children’s community occupational therapist, Claire Meehan, in conjunction with local charity Powerpack, gives young people a chance to experience supported independent living for a week at Exeter University. The aim is to provide groups with the practical skills and confidence they need to bridge the gap between school and further education.

“I had a brilliant week at Exeter University. It made me feel more confident seeing I can cope on my own without my parents, but with the help of carers. I can see myself going to university and coping with it. I would definitely recommend the course to others who are in my position.”

Playing our cards right for dignity Led by our GP practices in Coventry, we launched pocket-sized assistance cards across our primary care services in the West Region which patients with literacy or language challenges can discretely present in order to get help when accessing healthcare and other services.

June

Having a moment to be proud of More than 99% of young people seen by our youth counselling service in Surrey said they saw an improvement, the highest proportion of people in five years and 98% said they would recommend the service.

To the Jarvis Breast Screening Centre “If only the driver driving bus no.3 which brought me to the Jarvis Breast Screening Centre had been as caring, kind and gentle and friendly as everyone at the Jarvis, the world would be a far better place!”

To Surrey Community Nursing Team (Chertsey) “Thank you all for helping me to get better… it would never have happened if I did not have such a brilliant team… I know you are all very special to me and I will never forget what you all did for me… I could never have done this without you. Thank you all so very much.”

June

Making a difference for carers As part of our on-going mission to provide support and awareness for the seven million unpaid carers in the UK, we hosted ‘Raise your cuppa to carers’ tea parties in 21 services across the country.

Our staff served up 262 cups of tea to carers as a thank you for all the amazing support they provide and dished out more than 90 newly launched carers’ support guides along with lots of biscuits and cake! As a result, carers were newly identified, registered and signposted accordingly and received much needed information to guide them in their carer roles.

The week of events also coincided with the launch of our professionals’ carers support guides created to assist our teams in providing the best service we can to carers.

A big thank you to everyone who helped make the events a huge success. Here are just a few of the tea parties with the names of their organisers.

“Great to be part of this. I met some great people all in the same boat that is carers.”

“Great (carers’ support guide) booklet nice to have something that’s not written in government-esque language.”

Richard gave us a reach of more than 4 million with his tweet.

Woking Hospital Liz Seaman, Hospital Coordinator and Annie Christie, Community Hospital Matron

Walton Community Hospital Myriam Saunders, PA to community Hospital Matron

Daresbury Toni Waters, Community Action Manager

Haslemere Minor Injury Unit Sue Bewley, Hotel Services Supervisor

Summerfield GP and Urgent Care Centre Rebecca McLinden, Practice Manager

Capital Court, Exeter Jodie Down, PA to Glenn Lobb

Being innovative to support children with depression and their families Our CAMHS service in Devon launched a Mindfulness Based Cognitive Therapy Programme (MBCT) for young people with depression and anxiety including their parents and carers in Exeter.

The eight week programme focused on mindfulness skills training using a variety of methods including meditation, web and smartphone technology and fun activities. As well as focusing on the young people the MBCT pilot was the first to include parents and carers in attending a parallel group. The findings will contribute to a Government paper due for publication in 2015.

To Surrey Speech and Language Therapy Team “I am mum to a three-year-old with speech difficulties and this experience has made me very passionate about a career change into SLT. I have seen firsthand the huge impact that such therapy can have on a child and their family.”

To our team at HMP Wayland “I wanted to pass on my sincere thanks for you and your team’s work last night which clearly saved the life of two prisoners. The reports I have received are that the care delivered was exceptional and I wanted to formally pass on our thanks.”

July

Having a moment to be proud of After our first year sponsoring Curley Park Rangers Wolves football team in Surrey, coach Molly Small won the Virgin Care Community Champion Award for dedication to the team and club.

Did you know Patient information on our new website, which launched in July, can be magnified for easier reading, translated into multiple languages and played or downloaded as audio, making it more accessible for people who have English as a second language or sensory impairments. Just visit www.virgincare.co.uk and click ‘listen and translate’.

July

Getting snap happy at Grimsby Pride for sexual health awareness On 30 August we donned our rainbow scarves and headed to Grimsby to celebrate the lesbian, gay, bisexual and transgender community as part of North East Lincs Sexual Health’s campaign to target hard to reach groups.

As well as making a big presence on the stage and running a competition for the best photo at our photobooth, we gave the 2,000 people who attended the chance to get advice and guidance about sexual health conditions, book appointments with the local service and have a chlamydia test.

Success in numbers: • We raised awareness with 2,000 people who attended the event • 80 young people between 15 and 19 had chlamydia tests • 40% of people we asked said we increased the likelihood of them

attending a sexual health clinic

“The team’s organisation, contributions, creativity and ability to joint work with Grimsby Pride was simply outstanding.”

Wayne Reece, Grimsby Pride Director

Connor on tour It is not every day a giant inflatable condom visits your college or university, but this autumn Connor made quite the impression when he visited freshers’ fairs across the country to promote safe sex and chlamydia testing to students.

For some students seeing a seven foot condom was a bit of a shock, but it didn’t take long before they were hugging, high fiving and taking selfies with Connor. Students were encouraged to share their selfies on social media and enter an online survey where they could win £100 of high street vouchers.

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Surrey Sexual Health Service completed 250 new screens, four times the usual result from its fresher fair activity Teesside Sexual Health completed 109 tests and 48 registrations for their condom and chlamydia test vending machines The campaign gained recognition from sexual health organisations such as BASHH UK

Having a moment to be proud of Our North Lincs Sexual Health and Surrey Community Nursing Team were shortlisted for Nursing Times Awards.

Getting together for Breastfeeding Awareness Week Our health visiting teams in Devon and Surrey held 16 events, including a fun day, picnic and a vintage tea party, to promote the benefits of breastfeeding and raise awareness of our local services during World Breastfeeding Week.

To Farnham Community Hospital: “The best thing that has happened to me is having been referred to Farnham Hospital. We’ve had several visits and they have always gone beyond.”

To Northpoint Medical Practice: “I am registered with this surgery and have only ever received fantastic service.

I have multiple issues and my GP is the best. My doctor listens and gives sensible advice. I always get a next day appointment which is unusual these days.”

August

Giving our parents peace of mind Surrey Children’s Therapies launched a new website giving parents information about their child’s development. Information was provided by physiotherapists, occupational therapists, speech and language therapists and the site includes a clever ‘resource finder’ to search for specific issues. www.surreychildrenstherapies.co.uk

Having a moment to be proud of Nick and Julie (from the Brand and Marketing Team and Surrey Service Improvement Team) embarked on a journey of a lifetime as they took part in the Virgin Strive Challenge after winning a Virgin Group competition. The prize was to walk the Swiss Haute Route, hiking over 180 km from Verbier to Zermatt covering a nine day hike in only seven days. Julie and Nick were accompanied on the trek, which was in aid of charity The Big Change, by Sam Branson, Natalia Imbruglia and Richard Branson.

Julie said:

“This was an amazing and unique experience and a rollercoaster ride with ups and downs in more ways than one!”

September

Disco fever hits Big Thanks Afro wigs, flares and dodgy moustaches were the order of the day when 1,700 of us descended on the grounds of the Branson family home in Oxfordshire for our annual Big Thanks event. Live music, entertainment, a fairground and campsite were laid on as a thank you for all the fantastic work we do throughout the year.

Each year we recognise colleagues who have gone above and beyond with our Stars of the Year Awards.

This time there were 330 nominations of people who blew our socks off with their caring spirit, innovative ideas and the difference they made for patients. Our stars received their awards at Big Thanks and the four overall winners also got to party with Richard at the Virgin Group Star Awards in London!

Star of the Year – Caring Ruth Green, Learning Disability Nurse, HMP Wayland

Ruth’s big day “I had a fabulous time at the Big Thanks event. I met colleagues, some old, some new and even had the chance to get my face painted! The atmosphere was electric, no matter where you turned there was a friendly face to greet you. After some dancing there was a presentation in the big top for the Star of the Year Awards. I was so honoured to receive the Caring award. As I stood in the tent, hearing the kind words being spoken, I became emotional and had to hold back the tears. I have never felt so proud. I couldn’t do what I do if it wasn’t for the backing of my work colleagues. All of my colleagues deserve this gratitude for the work they do which can be difficult at times within the area we work. I arrived home safely, but exhausted, another lifetime achievement to add to my list for simply doing what I enjoy… being a nurse.”

Star of the Year – Outcome-driven Dr John Kellett Consultant Dermatologist/ Professional Lead, West Region

Star of the Year – Innovative Annie Christie, Sue Deane, Verity Pearce and Lorraine Lillie Surrey Community Hospital Matrons

Star of the Year – Fun Lee Bamford Porter, Walton Community Hospital

Star of the Year – Outstanding Tracy Britton, Team Leader, Devon Health Visiting Team (Tavistock and Okehampton)

Star of the Year – Wow Ellen Prior Community Health Care Assistant, Spelthorne

Team of the Year Surrey Out of Hours Community Nursing

“During the destructive weather at the start of the year, where we had terrible storms and severe flooding in Surrey, the team were pushed to the absolute maximum. Despite the atrocious weather and at times trees visibly falling around them, nothing would prevent them from reaching and supporting people in need of care and help for their family. They reassured people living alone that they were supported during the long, dark hours of the night, no matter what. A team to be proud of and one always willing to adapt to change and embrace the challenges that working ‘out of hours’ brings.”

Star of the Year Marie Cummings, Clinical Lead (for the Surrey mobile working programme)

Star of the Year Nicola Groom, Urgent Care Nurse Consultant, Croydon Urgent Care

Star of the Year Andrea McMullen, Senior Operations Manager, West Region

Star of the Year Dr Sally Hulin, Consultant Psychiatrist, Devon Child and Adolescent Mental Health Services (CAMHS)

Bringing acute care into prison Our team at HMP High Down has gone above and beyond to to provide the same quality of care in the prison that you would receive in the community.

One of our prisoners required dialysis three times a week and each time was taken in handcuffs to hospital by two prison officers in a taxi. The man found it embarrassing to be seen by other patients and staff at the hospital and, as there are limited escorts, this prevented other prisoners from seeing specialists at hospital.

In response, the team brought dialysis into the prison by re-purposing a cell, loaning dialysis equipment from the local hospital and organising training for nurses. There are now two prisoners having all their dialysis within the prison which has given the patients their dignity back, reduced the strain on hospital escorts and reduced the number of hospital appointments needing to be cancelled.

Patient’s view:

“I do not have the embarrassment of being cuffed to prison officers whilst I await my treatment.”

“I am more familiar with the staff members carrying out my treatment on a regular basis and can follow up other medical concerns with them”.

Out team’s view:

“Has given me the opportunity to maintain clinical and nursing skills.”

“As I get more familiar with the patients I feel I am able to provide better care and service.”

October

To Surrey Rapid Response Team: “I had my last visit today to finally remove my TED stockings. I was relieved in one sense because they have been an uncomfortable nuisance, but I will certainly miss the kind and friendly ministrations of the ladies on the team.

Without exception they were very professional at all times, but always had time for a friendly chat and certainly in the early days of limited mobility provided the highlight of my day.”

To Wakefield Dermatology Service: “Thank you so much for the kindness of the doctor and nurse who attended to me at Castleford and Normanton District Hospital Dermatology Department last Friday. I was given every care by them both. I had so much trust in them both as the skin cancer was removed and stitches given, and then dressings, informed of all that was to happen that I felt completely at ease.”

Having a moment to be proud of In October, we were announced as preferred bidder for Luton Community Services – Lot 4 Intermediate Care Services, Hampshire Physiotherapy and Podiatry Services and Broad Lane APMS, Coventry and City of Coventry NHS Walk-in and Health Centre.

October

Reading’s Carer of the Year In November, amazing 12-year-old Sarah Djaker won the Carer of the Year award at the Pride of Reading Awards which we sponsored as part of our commitment to making time to care for carers. Sarah, who is sole carer for her mother and sister, received the prize from Chris Tarrant and our staff from the Reading Walk-in Health Centre at the awards event, held at Reading Football Club’s Madejsky Stadium.

“Well done to Sarah and to everyone who cares in the community for their family. They are the unsung heroes.”

Natasha Roxborough, Service Manager

To Purfleet Care Centre: “My mum wanted to thank you for all your kindness and all you did to help her, especially these last couple of years when she had to struggle so much.

Without you, I don’t think she could have continued to live alone in Purfleet as long as she did.”

More people like you We’re always looking to find more outstanding people like you to join our team and provide great care. In October we launched a new ‘refer a friend’ campaign to help us do just that and to reward you for playing your part!

November

Nikki ‘grows her own’ nurses Nikki Groom, Nurse Consultant at Croydon Urgent Care Centre, launched a training and education scheme to help solve a recruitment problem while improving the service for patients. Working with the University of Surrey, Nikki put together an accredited course for the nurses including weekly lectures and externally marked projects.

Under the scheme, five of the service’s band 5 and 6 nurses have been promoted to the role of developmental practitioner.

Billy, one of the developmental practitioners on the course, said:

“I’ve got the skills and the knowledge to make such a positive contribution to the department. I want to utilise my skills to make the department work better and improve the service we, and I, offer to patients.”

To Healthy Minds Surrey: “I just wanted to extend my thanks to all of you for your continued hard work and commitment to providing high quality and timely IAPT services in Guildford and Waverley.

The month six figures show that we are moving in the right direction and, contrary to the expressions of thanks which have been directed towards me, it’s down to your hard work and those of your clinical colleagues, not mine.”

Andrew Moody, Clinical Transformation Programme Manager at NHS Guildford and Waverley CCG

November

Proud moments from the frontline in 2014 Jane Smith, Specialist Children’s Community Nursing Services Manager, Surrey “We are very proud of the services we deliver and continue to deliver through rain, snow, floods, maternity leave, sickness and vacancies… the teams have joined forces, embraced opportunities to learn and diversify, moved children from one caseload to another when appropriate and secured the delivery of high quality, complex care”.

Susan Joyce, Lead for Therapies and Scheduled Care “Surrey Community Inpatient Services introduced a ‘length of stay project’ which improved hospital discharge practices to reduce patient stays...

Overall the team saw a reduction in the length of stay of over 10 days during the year.”

s Centre The team from the Jarvi week as became ‘angels’ for the m builder part of an excellent tea

Hilary Nailard, Health Visitor, Sunbury Health Centre “Achieving 10 years of health visiting to Bronzefield Prison Mother and Baby Unit… The work can be challenging not only meeting the needs of two very different organisational cultures, with differing priorities and goals, but meeting the needs of a vulnerable population from a wide range of backgrounds, many who find themselves in an environment totally new to them and far from perceptions conveyed in many media programmes…”

December

Lorraine Campbell, Interim Head of Healthcare, HMP Wayland “That throughout all the changes and difficult times our team have continued to stick together to look after each other and most importantly provided a high level of individualised care to a difficult client group. In one target area they have gone from 13% to 85% in two months through great effort and hard work… I have never experienced or had the privilege to work with such a dynamic integrated team before…”

The Holsworthy PHN Team used local community events to really shout about their service

Inspired by Virgin Pulse the Devon school nurses set up their own netball team

Jemma from First Steps w on Scurry Drive r of the Yea r at the Horse of th e Year Show

See more of our proud moments for 2014 and share yours at www.virgincare.co.uk/proudmoments

December

ildren’s Highfield Specialist Ch money for the Assessment Team raised ty Children’s Hospice Socie

Charity and community champions From jumping out of a plane at 10,000 feet to getting all ‘eggcited’ with an Easter egg collection, there has been no stopping your fantastic efforts to raise money and awareness for a huge variety of local and national charities.

There have been some amazing achievements with some terrific feats of endurance. With marathons, bake sales, cycles and swims, you have really shown what a caring and thoughtful team you are!

It was show time for Julia Foster and Jo Brown who raised money for Tuckwell Hospice

A walk in the park for Carers Trust Stephen Inglis braved a night sleeping on the street when he took part in the YMCA Birmingham Sleep Easy event

Devon Portage Team held a Christmas party for local children

Dr Keren Beeston ‘braved the shave’ to raise money for Macmillan

Greatest day for Kate Youngs who hosted a Take That charity ball

Lynn Bonsey took to the skies above Hampshire for Alzheimer’s Society

Gillian Gibson took part in the Nello challenge for charity Force

The Surrey Community Care and Rehabilitation Team and Ruth Jeffs took to the water to raise vital funds

Teams from Daresbury brought smiles to young faces with an Easter egg collection for charity Brainwave

Lindsay Allan transformed the Daresbury office into a Mad Hatter’s Tea Party to raise funds for her volunteering project in Bolivia 00050016

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