June 2016

2 / New improved email on the way4/5 Winning ways - awards round-up6 / uclh future in action

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New campaign to reduce harm from sepsis

Preparations are gearing up to switch all current @uclh.nhs.uk emails to @uclh.nhs.net in Outlook, making standard mailboxes 100 times bigger.

The upgrade to NHSmail 2 will include the ability to share information securely inside and outside UCLH.

Neil Griffiths, deputy chief executive, said: “The limitations of the current email system are very frustrating. This is why we are working with HSCIC/NHS Digital to make NHSmail 2 our standard email service. It’s going to make it much easier for us to share information and collaborate across UCLH, as well as with colleagues throughout the NHS. Our emails and messaging will be safer and more secure.”

During the upgrade, you will need to follow specific steps to ensure a smooth transition. You will receive further information via Insight (http://insight/email), leaflets and email.

What you should know at this stage:

> Existing NHSmail accounts will move to the new NHSmail 2 platform from July 2016.Your email address will not change at this stage.

> All UCLH staff will be provided with NHSmail 2 accounts in a phased rollout from mid-August onwards. We will let you know when your email address will change.

> To ensure no information is lost, you will be able to use both your uclh.nhs.uk and nhs.net accounts concurrently in Outlook during the transition period.

News

Meet the teamProduced and designed by: The communications department

Front cover photo: Renara Begum, diabetes service coordinator, provides administrative support to the team to ensure a smooth running service. See P6 to find out how she has been working with uclh future colleagues to improve the service’s systems.

Inside Story magazine is published by UCLH (University College London Hospitals NHS Foundation Trust) for our staff

Contact us If you have any information you would like included in Inside Story or on Insight, contact: Communications department, 2nd Floor Central, 250 Euston Road, London NW1 2PG. Email: communications@uclh.nhs.uk Tel: ext 79118 Fax: ext 79401. Visit us online at www.uclh.nhs.uk

Mailboxes will be 100 times bigger and more secure

From this month, all adult patients entering the Emergency Department (ED) are being screened for sepsis using new guidelines for diagnosing and treating this potentially fatal condition. Sepsis causes around 37,000 deaths across the UK each year and a swift response is vital.

The Spot It. Stop It. message urges staff to think of sepsis in every patient who shows signs of infection.

Sepsis is one of our three safety improvement priorities under the national Sign Up to Safety Campaign.

The protocol will initially be trialled in ED

before being rolled out across UCLH. For more information on the project visit

http://insight/sepsis

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An independent and confidential Guardian Service has been launched for UCLH staff to discuss matters relating to patient care and safety, whistleblowing, bullying and harassment, and work grievances.

Two guardians will be available over the telephone on a 24/7 basis. The guardians are external to UCLH and will provide information and emotional support in a strictly confidential, non-judgemental manner.

Guardians will speak with staff on the phone in the first instance. If the issue is not resolved during the phone call, they will meet up in person. The guardian supports the employee to decide on a course of action and where necessary, will escalate issues anonymously.

The service will complement existing staff support channels such as UCLH’s own bullying and harassment helpline (020 3447 7155) and the employee relations team.

The launch of the Guardian Service is part of an organisation-wide programme to improve staff experience and respond to the staff survey results. In future issues we

will focus on other initiatives we are launching to improving the working lives of our staff.

The Guardian Service is available 24 hours a day on 0333 0015 123. Alternatively you can email contact@theguardianservice.co.uk

CQC inpatient survey results published

Guardian Service launched for staff to discuss concerns

UCLH has achieved excellent results in the national inpatient survey, with a significant rise in the number of patients who said they felt well looked after and were treated with respect and dignity (compared with last year).

We showed significant improvement on 10 out of 63 questions and significantly worse on no questions. The remainder showed no significant difference.

Compared to last year’s scores, a higher percentage of patients praised ward cleanliness, hand hygiene, the number of nurses on duty, waiting list times and whether they had confidence in the decisions made about their care and treatment. They also logged positive responses for respect and dignity and the overall view of care and services.

Generally results show our best inpatient survey performance since 2012. The survey was completed by people who had been inpatients at UCLH in July 2015, the findings of which have now been analysed by the Care Quality Commission (CQC).

Our areas of best performance placed us in the top 20 per cent of trusts for four questions relating to

information our staff gave to patients about their condition, treatment or take home medicines and on information given to staff about complaint procedures.

Based on the Picker results and ongoing feedback from patients and staff, UCLH has identified areas for improvement for 2016/2017 including:

> Quality of food and help to eat meals

> noise at night > providing patients with written

information > assessing the need for community-

based follow-up care when patients leave UCLH.

Patients will be surveyed again this July.

T9 patient Mohinder Jhalli, pictured here with nurse Claudia Francisco, praised the quality of information he and his family have been given about his treatment and care. “The staff have been wonderful and take the time to explain things every step of the way.”

In the know

What does safety look like through the eyes of a young patient? For one five-year-old it is ‘wearing his dinosaur slippers’, to an older girl it is ‘being with a nurse’.

Art sessions are among the tools introduced by the paediatric team on T11 South in their holistic approach to safe care. Others initiatives include green, amber and red magnets to give a patient’s medical status at a glance; communication boards for parents; daily safety huddles; a training film on how to run a huddle and regular patient, family and staff surveys on the perception of safety.

Their efforts – part of the national Situation Awareness For Everyone (SAFE) programme run by the Royal College of Paediatric and Child Health to reduce harm – have won a special commendation, and clearly demonstrate a commitment to the pledges made by UCLH for the Sign up to Safety Campaign.

`Consultant paediatrician Dr Penny Salt said: “It’s all about identifying, predicting and anticipating issues that might affect safety rather than looking back at what’s happened. It’s having a very positive impact involving an amazing group effort from all our fantastic staff.”

The initiative may now be adopted by other UCLH teams as part of a wider improvement programme to reduce harm from unrecognised deterioration.

Making our patients feel safer

Awards, accolades, commendations: our teams have had plenty to celebrate this month, as this round-up highlights. Congratulations!

Top teams, top awards

In the know

We’re winners!

Professor Warren Turner, dean of the School of Health and Social Care at the LSBU with UCLH staff and student representatives.

UCLH was named one of the CHKS Top Hospitals for 2016, based on the evaluation of more than 20 key performance indicators covering safety, clinical effectiveness, health outcomes, efficiency, patient experience and quality of care. More than 200 people attended the London awards from across healthcare, including NHS England, health care sector regulators, and acute trusts.

Plus...The UCLH Clinical Coding team (below) won a further accolade when they picked up the national data quality award for the accuracy of their coding. It recognises the importance of clinical coding and data quality and the essential role they play in ensuring appropriate patient care and financial reimbursement from commissioners.

CHKS Ltd, part of Capita plc, is a provider of healthcare intelligence and quality improvement services to the NHS and independent healthcare sector.

Top of the classStudent nurses and midwives at London South Bank University have voted UCLH as the best place to train. The Excellence in Education Award recognises the hard work and dedication of our nursing and midwifery mentors who go above and beyond to provide an excellent experience for LSBU students.

UCLH welcomes up to 120 nursing and midwifery students each September. Mentors help students feel a ‘sense of belonging’ to UCLH and many become future recruits.

Top researchNurse researchers at UCLH have scooped a Royal College of Nursing Institute Award for their work in highlighting the factors which encourage young bone cancer patients to sign up for clinical trials.

They found there were several main influencers including: the design of the clinical trial; communicating in a way that was age-specific and using language young patients feel comfortable with; the clinical environment and

the involvement of a clinical nurse specialist.

The study team, including principal investigator Susie Pearce, Alexandra Brownsdon, clinical nurse researcher, Dr Lorna Fern, research development

co-ordinator and consultant Professor Jeremy Whelan interviewed patients aged 15-24 together with their health professionals. The project was funded by the Bone Cancer Research Trust.

...and congratulations toOur outreach Find&Treat team who received a high commendation in the BMJ Awards for outstanding work in tackling the spread of TB … BMJ finalists multiple sclerosis consultant nurse Bernadette Porter and consultant neurologist Jeremy Chataway who helped design a new model of care to swiftly identify urinary tract infections, a cause of hospital admissions …. HSJ Value in Healthcare Award finalists consultant anaesthetists Dr Damon Kamming and Dr Sanjiv Patel and consultant surgeons Alistair Hunter and Anthea Davy who won a special commendation for introducing the first London anaesthesia ‘Block Room’ service. It’s improved patient and staff experience, healthcare outcomes and reduced surgical costs… and congratulations to our workforce and recruitment teams who made the HSJ finals after filling more than 1,000 nursing, nursing assistant and midwifery vacancies and reducing agency pay by nearly £1 million.

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Gaby is supporting CLIC Sargent’s Big Bags, which are given to parents when children are newly diagnosed with cancer.

How do you support CLIC and why do you do it?I’ve been involved with CLIC for as long as I can remember. Having met the kids and their families, I couldn’t not be involved. Working with CLIC means the world to me.What’s your advice for any aspiring TV presenters?Follow your dreams and don’t give up.How has the popularity of YouTube changed things for broadcasters?The broadcasting landscape is ever-changing, but luckily people are still watching me on TV. What’s your impression of UCLH?It’s huge. It’s just so vast. I’ve been here a few times and always consider it to be a lovely place.You’re known for being a warm and friendly presenter. What’s your top tip for breaking the ice with a stranger?Smiling is really important. Also, always ask the other person something about themselves.Sweet or savoury?Savoury. I don’t like sweet foods – I don’t even like chocolate.What’s the one thing you would want to have with you if you were stranded on a desert island?My family. If I couldn’t have my family, I’d have my phone with me so that I could keep in touch with them. Maybe I could have a solar wind-up phone charger too.What is the last show you watched?Line of Duty, which is the best thing on TV. It’s phenomenal; the writing is incredible and the acting is outstanding.

In the know

60 seconds with... Gaby Roslin, TV personality Supporting

our superstar administrators

Welcome to the first in a regular series of articles about the uclh future programme. We’ll be introducing you to the people and processes involved to show you how uclh future is standardising and improving the way we work to help us provide better care for our patients.

Renara Begum (below) depends on databases to make sure patients get the right care. The paediatric diabetes service coordinator relies on them to update and keep track of patients’ appointments, treatments and progress. But using these databases is slow, involving duplication of work.

Renara explains: “We currently have five databases and each time I update one I have to update all of them. Having so many databases also makes it harder for me to access patient information quickly.”

Happily, this inefficient way of working is soon to improve thanks to the uclh future programmes of care strand. Renara has been working closely with uclh future colleagues and Paul Quashie, senior information analyst, to fix the problem.

Together with Renara (pictured left), the uclh future team diagnosed how the database process could be refined. Paul’s been sitting with Renara to understand how the service works and as a result he’s consolidated the five databases into one truly bespoke database that reduces the risk of an administrative error and supports, not blocks, efficient delivery of the diabetes service.

Renara says: “Sitting with Paul has made it easy to test out new ideas quickly. I’ll throw a thought at him, he’ll build something and then I can tell him

straightaway whether it’s going to work for us or not.”The database will be soft launched, tested, refined and fully launched

over the next month. Renara is already confident that it will have dramatic benefits: “The new database is going to help all of us. I really feel like it’s going to work.”

To learn more about uclh future visit http://insight/uclhfuture

“This kind of project is essential in helping us to provide care for patients with long-term conditions. We’re keen to learn from this to help other specialties.” - Rishi Das-Gupta, head of operations and performance

7In the know

Praise for emergency teamColleagues in the Emergency Department have plenty to celebrate after achieving outstanding friends and family test (FFT) scores.

Charles House, interim medical director, and Eamonn Sullivan, deputy chief nurse, surprised the team with a special presentation in which they praised the “superb feedback” given to ED in the January to March FFT. Speaking to the team, Charles said that the feedback “placed UCLH at the top of performers against a background of huge strain on the service”.

Eamonn said: “Despite the highest-ever patient attendances in ED, it’s very clear that our staff are committed to providing the best patient experience that they can. They have achieved fantastic FFT scores with great teamwork, by going above and beyond the call of duty on a regular basis, by looking after each other and by never forgetting that the patient is at the centre of everything we do.”

The team were awarded with a Wordle capturing the best of patient feedback, a certificate and two cakes bearing the ED logo.

Tightly-knit community at the RNTNEHRNTNEH staff have been enjoying their new knitting group, the Friday Fibres, which was set up by Rosalind Wilson, senior sister in paediatrics and self-confessed “obsessive knitter”. Rosalind teaches the group, which is made up of staff from across RNTNEH and includes many beginners. Rosalind says: “It gives staff a chance to do something different in their lunchtime and to meet new people from across the hospital. Our beginners are doing so well and have now begun teaching each other!”One of the keen knitters is Tanjinah Ferdous, and audiologist in adult diagnostics (pictured left).

Word on the Tweet...

Follow us: @uclh@TallulahLC Thank you to the @uclh A&E nurse,the UCT receptionist, doctor & security guard who went out of their way to help me today and who are all excellent at their jobs. You made a tough morning easier #savetheNHS

@JSRBradley @uclh thank you so much for amazing, speedy, friendly experience at A&E this evening.

@fkmckenzie Met wonderful phlebotomist @uclh Mortimer Market this morn - quick, kind & gentle and a brilliant conversationalist. Really well cared for!

@feilimmackleo2 Great to experience again the welcoming, informal and calming @macmillancancer Support and Info centre @uclh

@LLImaging Freedom, finally going home from hospital. Thank you to the GREAT STAFF @UCLH

@LBQblog Huge thanks to the National Hospital for Neurology and Neurosurgery for looking after my cousin this week. Incredible work they do.

@DJFMack Thanks @NHSMillion @NHSEngland and @uclh for delivering my children with special care.

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The grade 2* listed chapel – which used to be part of the Middlesex Hospital – has now re-opened for quiet contemplation, when not in use for other events, after more than 10 years and following a £3 million refurbishment. The reception at the official opening last month of the National Hospital for Neurology and Neurosurgery at Cleveland Street, was held in the chapel.

Opened in 1891, it was built in memory of Major Alexander Ross, MP and chairman of the Middlesex Hospital Board for 21 years. It is now run by the Fitzrovia Chapel Foundation. There is a memory book in the chapel, where people can record their memories from the time when it was part of The

Middlesex.

Love the archive? Follow UCLH on Instagram for more images at https://www.instagram.com/uclh

Inside out

Belting out I Will Survive at the local karaoke night is just a bit of fun for many people. But for Andrew Cleaver, taking the mic changed his life.

Andrew, a medical PA in oncology, was desperately shy and anxious growing up. This was made worse when he was struck by serious and prolonged skin cancer in his late teens. He says: “On top of anxiety, I was dealing with the effects of cancer at a time when other people my age were going out and having fun. I had 33 operations in six years; I was not having fun.”

It was time for a new start. Aged 26, Andrew moved down to London to work at a health clinic, where he shyly befriended his new colleagues. “Everyone did amazing things in their spare time, from bodybuilding to drag. I started going out with them and saw karaoke for the first time.”

A secretly talented singer, Andrew had always wanted to do karaoke, but his anxiety and shyness had prevented him from getting up on stage. That was until one landmark evening at The Admiral Duncan pub in Soho where, Andrew says: “I realised that the only way to overcome my fear was to get up and do it.”

He got up on stage and sang Firework by Katy Perry, swiftly followed

by a Streisand number, managing impressively to break through the terror he felt: “It was like jumping out of an aeroplane for the first time. My instinct was not to do it, but I had to get out of my head and just go for it even though I was scared. If nobody did anything that scared them, we’d still be in caves and not living life. I was fed up of not living life.”

Now Andrew is a regular on the karaoke circuit, entering contests whenever he can. He’s passionate about its benefits: “Karaoke is fun and frivolous, but it’s more than that.”

“Everyone should find that joy. Don’t let a fear of looking stupid hold you back.”

Thanks to karaoke, Andrew’s shyness is history. He’s now a confident and chatty individual who says proudly: “I can walk into an office and make friends on my first day. I can talk to a stranger about my life. The Andrew of four years ago could never have done that.”

Archive

Secret lives

“There’s a rush, a really lovely joy you can get.”