NSIC – Stoke Mandeville Hospital
Meeting Notes -
Meeting: PATIENTS FORUM
Date: Wednesday 19th August ‘09
Present: / Apologies:
Jackie Bailey - Patient Liaison Officer / Lindsay Dutton
Debbie Green – Lead Divisional Nurse
Claire Guy – Rehab Programme Lead
Sam Lock – Services Manager
Wendy Martin - Facilities Manager / Sheryl Pope
Dee Stevens
Perry Batchelor
1 Patient
Key Messages:-
·  Need to re-launch Yellow/Red card policy
·  Any medication incidents to be reported via IR1’s
·  Access to lifts and wards to be assessed
ACTION
1 / Matters Arising:-
1.1  Halal menu – WM notified the group that due to spiralling costs the Halal menu could now only be ordered by those requiring it for their religious beliefs. However, it was reiterated that Snack Boxes could be ordered by any patient at any time of the day if they needed extra food provision. WM to ensure that the Housekeepers are aware of this.
1.2  Menu choices – WM confirmed that the menu range was soon to be extended and will include more ethnic choices as well as a greater variety of soft meals. There will also be the option to order extra carbohydrates to go with the meal, e.g a extra bowl of mashed potato.
1.3  Car Parking – WM informed the group that Aylesbury Vale District Council had stipulated that the Trust should include a 10’ strip of land at the boundary and plant mature trees in order to screen the decked car-park planned for the back of the site. The Trust is currently considering this as it will impact on the potential size of the car park and the costs.
1.4  Hairdressers – SL and SP are looking at upgrading this facility and hope to extend the range of treatments available.
1.5  Nurse Handover at 1pm – DG agreed to remind staff that at least one member of staff must be available on the ward during handover.
1.6  Medication – JB reported that she was still hearing of incidents related to missing drug charts and medication not available when required. As yet a business case for a dedicated Pharmacist at the NSIC has not been agreed by the Trust. In order to build up a clear case of need DG agreed to remind staff to report any such incidents on IR1’s. / WM
SL/SP
DG
DG
2 / Asda development – WM confirmed that Asda’s had recently withdrawn its application with Aylesbury Vale District Council, pending further discussions on the detail of the proposal.
3 / Smoking – SL explained that a meeting was due to take place the following day to explore the policies and potential options available that could help to manage the situation with our long-term patients who are dedicated smokers.
4 / Illegal Drugs – there had been recent incidences of illegal drugs being used. SL stated that this was not going to be tolerated and that a zero-tolerance approach would be taken, with any offenders being discharged immediately from the NSIC. All patients are to receive a letter informing them of such and outlining the Yellow/Red card policy.
5 / Pharmacy Helpline Cards – JB informed the group that these cards will be included with all TTO’s and provide a telephone helpline number should any advice about medication be required once at home.
6 / Portable Patient Profile – CG explained that 75 password-protected memory sticks had been donated for the NSIC to trial providing a portable ‘document’ that patients could then take with them to any relevant appointments/meetings with professionals in the community. Patients could also bring them back to any follow-up appointments at the NSIC for updating.
7 / Lift access – a patient raised how inaccessible the lift operating system was, both within the NSIC and in ITU. He felt that the depressed buttons were the most difficult for those with poor hand function to use, and also stated that the positioning of the operating system in the corner of the lifts made it extremely difficult for anyone using a large or electric wheelchair with poor balance or dexterity to reach them. SL to look into. / SL
8 / Relatives Accommodation – CG stated that the Trust’s existing accommodation used for relatives of patients would no longer be available from the 9th September. However, CG & SL had been to view some ground floor 4 bedroom flats with shared living space owned by the Housing Association next to the Hospital. Although these will be more expensive (£25 per night) than the current accommodation they are of a much higher standard. The Housing Association also has some flats that can be taken on a monthly tenancy basis reducing the cost even further (£18 per night).
9 / Any other business –
a)  Appropriate Staffing – the patient questioned the number of staff considered appropriate to run a ward safely and cited a night where only three members of staff had been on duty and one of them had had to go home sick leaving only two, one of whom was the 779 Bleep holder. DG replied that in this situation the Bleep was usually passed on to someone else. The patient wished to acknowledge the two members of staff, Alex and Ben on St. George’s, for covering their duties professionally. DG thanked him for his comments and said she would pass them on.
b)  Outliers – it was pointed out that often outliers needs detract the staff from providing care to spinal patients. It was questioned whether a nurse from the outliers speciality area could accompany any such patients. This was felt to be impractical but SL confirmed that the matter of outliers was being looked into.
c)  Language Barriers – the patient felt that not all Domestics were able to understand basic instructions re: tea’s etc and questioned whether speaking English was a requirement for the job. WM confirmed that it was and if tuition was required it was put in place. However, if it was felt that there was a lack of understanding then she needed to be made aware of the individual concerned. It was acknowledged that domestics should speak English whilst on the wards but they were allowed to speak in their first language elsewhere.
d)  ID Badges – it was raised that ID badges were often worn back to front by Domestics which made it difficult to know their names and they rarely introduced themselves to patients. WM agreed to remind staff to wear these appropriately.
e)  Service Standards training – CG outlined the Trust’s training being given to all staff and WM confirmed that all Sodexo staff were undergoing the same customer care training programme. CG agreed to give the patient a copy of the Service Standards booklet.
f)  Yellow/Red Card policy – the patient queried whether the policy was still in place as it didn’t appear o be enforced at all. SL confirmed that the policy would be enforced where necessary as had happened recently. CG explained that the NSIC also had a duty of care so an exit plan had to be identified if it was felt it would be necessary. It was suggested that the number of Red Cards issued be publicised to make people aware that it’s not an empty threat. CG agreed that perhaps this was something that could be included in the Annual report.
g)  Children visiting on wards – the patient questioned why children were still being allowed on to the wards despite the notices from the Director of Nursing stating that this was to be stopped whilst the threat of a Swine Flu pandemic was still in place. DG agreed to remind Ward Managers that this was to be enforced.
h)  Ward entry buttons – the patient reported that the call buttons to gain entry to a ward if the doors are closed for any reason are too high for wheelchair users with poor arm function to reach. It was agreed that this needed to be followed up.
i)  Ventilation in Physio – it was felt that the 3 ceiling fans were inappropriate for the amount of space and bodies now using the Spinal Gym in hot weather. WM stated that air conditioning had huge cost implications and could only be positioned if certain criteria were met and would also require the closure of the facility while it was being fitted. CG confirmed that more floor space for Physio based activities was being included in the Stoke Mandeville Spinal Foundation plans which might help to alleviate some of the problem.
j)  Information Screen – the patient suggested that key points from the Patient Forum minutes be displayed on the Information screen to keep others more up-to-date. JB agreed to discuss this with the Admin Office. / DG
WM
CG
DG
SL
JB
10 / Accolades – whilst only one patient attended this Patient Forum three others had declined the opportunity to come along stating that they were very happy with the centre and that there was nothing they felt needed raising. Those members of staff attending were very pleased to hear this.
Date of Next Meeting – 3.45pm Wednesday 21st October ‘09