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Danielle Haupt

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Posts posted by Danielle Haupt

    Call 4 Concern

    in Keeping patients safe

    Posted

    Sorry I have not been keeping up with the hub recently.... busy busy busy! ?

    Better late than never, but I wanted to share our We're Listening (aka Call for Concern) Leaflet with you all.  It's now fully published and already displayed in multiple areas!! ? (sigh of relief!!) (SEE ATTACHED).

    The plan is for it to be displayed in all hospital areas, but it's taking some time to get the news out and ask departments to order and display (they're free from Office Depot).

    I have recently started an all hospital audit which is helping to get the word out. Also our Outreach Team are trialing email footers to spread word of things that we feel are important.  For those of you who have not seen them, we also write a regular joint CCOT/HOOH newsletters.

    An artist helped develop our 'ear' logo which we are trying to use on much of our stationary/correspondents with the hope of the logo becoming associated with the Outreach (CCOT) Team and ultimately our We're Listening service.

    All ideas are very welcome on how to improve staff awareness of our service further. ☺️

    For those that don't know, we have had a Call for Concern service in place in our Trust for many years, but have given it a huge revamp over the last couple of years....mainly to increase staff and patient/visitor awareness and understanding of it so it can be used effectively.

    I keep a record of all calls received.  More recently, I have attempted to collect the same data as @Mandy Odell used in her review article and will continue with this going forward.  So far, our data is very comparable!!

    Hope you are all keeping well.

    Speak soon

    Dani

    SOU4959_137821_0719_V3_LoRes.pdf

    0

    World Sepsis Day

    in GP and primary care

    Posted

    Just a little update..... I've now made plans to support our new Sepsis Lead @Southend Hospital with some of her plans for World Sepsis Day on 13th Sept ??.  Plan to also take the opportunity to promote the hub during our visits around the hospital site! ? @Sam @HelenH @Claire Cox ......don't suppose you have any promotional stuff you can send to us please to help raise awareness of the hub? 

    Look forward to hearing any ideas people are working on.

    Our new Sepsis Lead, Tracy, also plans to join our hub community soon too! ?

     

    2

    SBAR handovers

    in How to engage for patient safety

    Posted

    Hey @Kirsty Wood

    This sounds like a really interesting piece of work you are doing and I'd be very interested to hear what you find.  I too feel your frustration with SBAR handovers..... lack of decent information during a referral puts the patients and us at risk.  

    We have tried using stickers in the notes for SBAR, teaching it, promoting it.....most of the time the only way we achieve anywhere near this is by probing for it.

    We use electronic observations which I believe has made nurses more aware of the significance of NEWS scores....but more often than not, we now receive a referral "my patient is scoring a 7 so you need to review" and if we let it, that would be the end of the conversation (the nurse wouldn't even necessarily know what is causing the score of 7!).

    Please keep us posted on the nuts and bolts that you find out. Really interested.

    Hope we can all put our heads together and improve SBAR everywhere.

    PS: how about making your survey electronic and sharing it on Twitter? Think it could open up a wider audience for you and therefore expose more nuts and bolts?

    Thank you

    ?

    0

    World Patient Safety Day

    in Improving patient safety

    Posted

    Quite a few teams in our Trust seem interested in doing something; we haven't yet discussed what though. Interested to hear what others have in mind to help get the ball rolling.  I have not seen any other mentions of this day other than hearing about it at Patient Safety Congress..... would be a shame to see it pass by unnoticed!

    How about asking as many patients, visitors and staff on duty that day to make a patient safety improvement suggestion or pledge..... might take some time to read through all the suggestions though (unless perhaps it could be an electronic version that can be digitally analysed? ?)

    Thanks for getting the ideas flowing @Jayne Addison @Claire Cox

    ?

    1

    Models of good practice for patient engagement in patient safety

    in How to engage for patient safety

    Posted

    Hi Helen and Claire

    @Helen Hey Helen, thanks for your feedback..... pleased I managed to find the right place to post! And thanks @Claire Cox for uploading the article in the correct spot!

    Helen, I actually posted the above post on 'Call for Concern' to assist other teams, as I have had multiple teams request assistance with rolling out this service within their own Trust.  As we have been privileged to have had this service in place in our Trust for many years.........I thought it would be helpful to share a different perspective on some of our experiences.

    You mentioned it wouldn't necessarily help me in the short-term..... this is no problem..... I think the 'hub' is an amazing idea and feel it has potential to be an invaluable resource for us all in the near future.... so this is good enough for me.

    I have already had some really kind, positive feedback from Kettering Outreach Team about my post above.  I hope to see them on here soon, as I believe they will have some really useful feedback to share with us all.  I have encouraged them to discuss their questions/experience etc on this thread. 

    I plan to put together a post soon about our recent team Newsletter success which I started in Jan 2019.  We have had some fantastic feedback regarding these from many staff within our Trust.  I am also overwhelmed with the amount of positive feedback I have received from other Trusts about these.  A number of teams have since approached me to assist with their own team Newsletters within their Trusts.  For this reason, I thought it might be a useful thing to post on the 'hub'?

    As requested, I am more than happy for you to contact me directly to help shape your work over the next few months.

    I am working hard to promote the 'hub' within our Trust, so I look forward to seeing a few familiar names appear soon! (fingers crossed).

    Keep up the good work Patient Safety Learning Team!

    Thank You

    Speak soon.

    ?

    2

    Models of good practice for patient engagement in patient safety

    in How to engage for patient safety

    Posted

    Hi All

    This is my first post on the hub (I hope it's in the right place....please let me know if not!).

    I am Dani, a Critical Care Outreach Nurse at Southend Hospital, Essex.

    We have had our 'call for concern' service for many years now, but are in the process of re-launching it.

    I hope to share some recent experience with you to help anyone who is also working on their Call for Concern service currently.

    It's such an invaluable service to offer to our patients and visitors and one I personally feel very passionate about.

    Last year, I carried out an audit which proved my suspicions.... our potentially excellent service was there ready and waiting for calls, but was underused. The audit proved that very few staff even knew our service existed! (when I am back in the office....I can update you with some actual figures if anyone would like to know?).  As staff were not informing patients/visitors of our helpline and supporting them to call us due to their own limited knowledge, calls were reliant on patients/visitors spotting the odd patient information leaflet here and there (although these were often not visible on the wards and, in my opinion, rather outdated anyhow).

    This led me to start my mission!  So far I have designed/revised a new patient information leaflet and it's in the pipeline to be printed (frustratingly, this has now taken over a year to finalise due to various hurdles I have had to jump over).  I have already prepped business cards, posters and stationary all in hope of ensuring patients, staff and visitors are aware of our service and understand how and when to call us.  Once the leaflet is finalised, I will start working on the rest of the publications.

    Our Outreach team are informing patients and families during our routine clinical Outreach reviews and especially making a point of ensuring patients have our details when we 'discharge' them from our Outreach 'books' (ie. no longer regularly reviewing them).  We are also supporting our 'neck-breathing' patients to contact us (I love seeing the relief on their face when they realise they can just text us if they feel they're in trouble, as most feel extra vulnerable being unable to shout for staff attention).  Critical Care and HDU staff are also talking to their patients about our service to support them during their transition to ward level care and provide them with some reassurance (and safety net).  Patients and visitors are encouraged to share our contact details with their friends and families for future admissions. We are also working hard to promote our service on Twitter.

    In January 2019, I also launched our quarterly Outreach Newsletter which is aimed at all hospital staff.  This has been a huge success and am regularly receiving great feedback about these.  I ensure Call for Concern is a regular topic featured in our Newsletter to get staff talking about it.  (happy to share our Newsletters with anyone interested?).

    When completing the audit and seeking staff feedback, a common theme was mistaking "Call for Concern" with "Cause for Concern" which locally, we know as a phrase to highlight issues with any failing student nurses.  The word 'Concern' in general, also appeared to create a barrier to calling us.  Following on from this, we decided to name our "Call for Concern" service "We're Listening".  The name is still negotiable, but appears to be working currently.... it originated from staff/patients saying "so.... if we feel we are deteriorating, we've told the ward nurses and doctors, and we still feel nobody is listening.... we call you?".... that summed it up pretty well for us, so the name was born.

    In the early days, I identified another barrier to success.....team reluctance to promote the service.  This was due to belief that we would receive an abundance non-urgent PALS calls (believed not to be relevant to our focus of work), and we would not be able to manage the extra workload it would create, as we were already stretched.  I was privileged to discuss various concerns with Mandy O'dell herself (via Twitter) and was also reassured by her insightful article.  I would highly recommend reading this and speaking with Mandy if you can.  I am happy to pass on a few tips that she kindly shared with me too, if you are unable to discuss these with her directly yourself or access the article.  Now that our team have been reassured by this, they are also much more willing to promote the service and appreciate its value.  We have identified deterioration in so many patients that potentially may have been missed/delayed.....it seems worth all the effort! Since taking over the Call for Concern service, I have been keeping a log of all our calls to help identify common themes that may arise...I am happy to share what I can (for confidentiality reasons) if anyone would find this useful?

    I have a few more ideas/plans in the pipeline so will try to update you with how I get on in due course.  One of these being an email address that I have had created for public us.  It's not yet launched (as waiting on the leaflet), but we hope it will be another means of contact (likely for less-urgent matters).  The email is received by the Outreach team and our Hospital Out of Hours team so hopefully a quick response can be made.

    Anyway, I hope some of my experiences described above may be of use.  For anymore information, please contact me and I will happily help if I can.  I am still lucky to work with the Outreach nurse who originally set the service up at Southend (Angela).... so if you would like me to ask her any specifics, just let me know and I will ask on your behalf.

    Good luck, and look forward to networking with more of you on here soon.

    Take Care

    Dani

    Feel free to follow us on Twitter: @Dani_CCOT and @CCOT_Southend

     

     

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