CLCH September 2018 | Issue 13 - Annual review 2017-2018 - CELEBRATION ISSUE - Central London Community Healthcare ...
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@CLCH September 2018 | Issue 13
Annual review 2017-2018
CELEBRATION ISSUE
@CLCH | Issue 13
Hello and Proud to celebrate
welcome 70 years of the NHS
Angela Greatley OBE, chair On July 5, everyone within Central London
Community Healthcare NHS Trust (CLCH)
celebrated the 70th birthday of the NHS with
immense pride and affection.
I
am delighted to welcome a wide-range of our teams
you to our bumper annual and services, the CQC rated Our staff held Big 7Tea parties at sites across our
review edition of @CLCH. us as ‘Good’ in all domains geography in London and Hertfordshire, where we deliver
– a fantastic achievement services. Festivities were made all the sweeter with special
Much like last year, this by everyone involved NHS70 branded cupcakes. This was just a small token of
special edition takes a look and a true reflection of our gratitude for our staff’s unwavering hard work and
back at some of our notable the excellent practice we dedication to CLCH and the NHS as a whole. We couldn’t
news, fantastic award wins provide. You can find out do it without them.
and achievements - as well more about the inspection
as a look forward at what on page 13. It was also a busy, happy day on social media as we
we have planned in the launched our special NHS70 Happy Birthday video,
near future. Despite its highs, the past essentially a compilation of contributions from staff
year has also brought its across the Trust telling us what they love about the NHS.
On July 5 this year our challenges and sadness. We
wonderful NHS turned 70. have seen our staff at their Andrew Ridley, our chief executive, said: “Our staff and
Celebrated at NHS trusts very best over the last year. volunteers are the lifeblood of the NHS and the reason
around the country, we also The response to both the that we are able to improve the quality of life for over
marked the event in style Grenfell Tower fire tragedy two million people across London and Hertfordshire.
as a number of vibrant tea and the terrorist attack at
and cake parties took place Parsons Green tube station “We wanted to make sure they took a well-earned
across the organisation. As was exceptional and we are tea break and joined in the celebrations. It was an
well as enjoying a cup of tea incredibly proud of how all absolutely fantastic day, full of positive energy.”
and piece of cake, our staff those involved worked so
also took the opportunity tirelessly to support those On 5 July Andrew also attended a service
to share their stories around impacted by these incidents. at Westminster Abbey with Rosalie Hill and Courtney
working in CLCH and the Cole – the oldest and youngest members of staff at
NHS in general. Some of We take a look back at CLCH, respectively.
these moving stories can some of our notable awards
be found on pages 7, 8, and achievements on page To continue with this very special celebration, we’ve
18 and 20. 10, and alongside this, on adopted the 70th birthday of the NHS as the theme for
pages 16 and 17 you can this annual review. In it you’ll find everything from news of
2017-2018 was another read a snapshot of our our milestones, our employee of the month winners and a
busy year for the stand-out news from the summary of where we work and what we do, to NHS70 staff
organisation, with a notable past year. stories, messages from our patients, awards and accolades.
CQC inspection taking
place in September and I do hope you enjoy taking We hope you enjoy discovering more about CLCH
October 2017. After an a look back as much as I’ve and its role within the NHS.
extremely positive visit to enjoyed being a part of it.
Here’s to the next 70 years.
www.clch.nhs.uk/about-us/news/nhs-70th-birthday
Employee of the Contents
month winners 4 Where do we work? Find out more
E
about what we do, and where.
ach month we select four dedicated staff
members to win our employee of the month
award. One divisional winner is picked from 5 Look back at our employee
of the month winners.
each of our four divisions (children’s, north, inner
and south), and then an overall monthly winner is
selected by our executive leadership team. 6 Our quality strategy – what campaigns
and areas of work are we focusing on from
2017 to 2020?
Hosted by Angela Greatley, our chair, and Andrew Ridley,
our chief executive, all of the winners are invited to
celebrate their success and share the stories behind their 7 Read Marie Power’s staff story
of her experience working in the NHS.
nominations at a tea and coffee morning – as well as being
handed their well-earned certificates.
8 Read Dana Henry’s staff story
and how the NHS is truly ‘life-saving’.
1 2
9 Working towards greater benefits
for all
10 A snapshot of our award wins and
achievements throughout 2017/2018.
3 5
11 A positive patient experience.
12 Meet our patient transport manager.
4
13 CLCH under the microscope: a look
back at our recent CQC inspection.
14 Our staff awards: a fun-filled night of
festivities that celebrated all things CLCH!
16
6
What did we get up to in 2017/18?
18 Read Rosie Waskett’s NHS at 70
staff story.
1.
2.
April 2017 and May 2017 winners
June 2017 and July 2017 winners
19 Read some of our wonderful
compliments from patients and their
3. August 2017 and September 2017 winners
4. October 2017 and November 2017 winners families and carers.
5. December 2017 and January 2018 winners
6. February 2018 and March 2018 winners
20 Read Lesley Hodge’s staff story and also
find out about some VIP visitors we hosted.
@CLCH | Issue 13
Where we work
Barnet
Harrow
Ealing
Hertfordshire
Brent
Westminster
Hounslow
Hammersmith
Wandsworth & Fulham Kensington
& Chelsea
Richmond
Merton
W
e were established in 2008 as a
provider of community services Our vision is to deliver:
for Hammersmith and Fulham, Great care closer to home
Kensington and Chelsea and Westminster,
and today CLCH provides more than 70 different Our mission is:
community healthcare services in London and Working together to give children a better
Hertfordshire. We employ approximately 3,500
start and adults greater independence
incredibly dedicated individuals who care for
more than two million patients.
Our core values
We provide community health services to more than
two million people across eleven London boroughs We have four core values, providing a reference point for
and Hertfordshire. all our staff on how we should conduct ourselves when
working with patients, staff and partners.
Every day, our professionals provide high quality
healthcare in people’s homes and local clinics, helping
them to stay well, manage their own health with the Quality: We put quality at
right support and avoid unnecessary trips to, or long the heart of everything we do.
stays in hospital.
Relationships: We value our
We support our patients at every stage of their lives;
providing health visiting for new-born babies through relationships with others.
to community nursing, stroke rehabilitation and
palliative care for people towards the end of their lives.
Delivery: We deliver services
we are proud of.
Community: We make a positive
difference in our communities.
4 | Sep 2018 @CLCH
Employee of the month November 2017
Overall winner:
winners 2017-18
Wendy Danso, rehabilitation assistant –
falls prevention service
Divisional winners:
Children’s: Sara Connor, children’s
2017-18 has seen a number of our exceptional and highly dedicated community nurse within the Kilburn health
visiting team in Brent
staff recognised for their unfailing service to CLCH – often going
North: Daisy Pearce, business support clinical
above and beyond the call of duty to ensure the smooth running of business unit manager
their department and the wellbeing of people in their care. South: Raj Sivagnanam, highly specialist
physiotherapist
Here they are: Support services: Matt Cooper,
communications manager
April 2017
December 2017
Overall winner: Inner: Edith Enubunniga-Kante,
district nurse team leader Overall joint winners:
Betsy Wrench, principal speech and
language therapist – education David Dullaghan, clinical team leader
North: Mary Fadairo, admin to district
at Wandsworth and Rebecca Morrow,
Divisional winners: nurses locality managers
financial accountant
Inner: Anita Gahir, rotational band 6 Support services: Manpreet Singh-Rehal,
Divisional winners:
physiotherapist - Westminster falls medical devices manager
prevention service Children’s: Anne Sinclair, health visitor
North: Jane Day, continence nurse North: Jemimah Kefas, Barnet community
August 2017
specialist team lead Barnet nursing locality manager
Overall joint winners:
South: Elizabeth Chapman, clinical Anthony Holland, Harrow rapid response
operations manager, West Merton January 2018
nurse and Kim Pottinger, Harrow single
Support services: Julian St.Clair-Gribble, point of access (SPA) lead Overall winner:
workforce and HR systems manager Divisional winners: Lyndsey Stott, deputy team leader –
Colville district nursing
Inner: Karen Cox, healthcare
May 2017 assistant - diabetes Divisional winners:
Overall winner: South: Penelope Ayres, clinical lead Children’s: Vanita Hirani, team admin –
neuro nurse health visiting team
Chris Lovelace, community
information manager Support services: Mark Handley, North: Linda McCauley, team leader
Divisional winners: workforce business partner South: Sue Brooker, clinical operations
Children’s: Nicolette Crinall, manager MERIT and falls service
school health administrator September 2017 Support services: Nicolas Archetta, learning
North: Elliot Chingoka, nurse practitioner, co-ordinator (learning & development team)
Overall joint winners:
Finchley walk-in-centre Emma Pearce, NHS mail programme support
Support services: Gary Hitching, February 2018
and Andrew Tysoe-Calnon, consultant at
finance business partner Pembridge Hospice Overall winner:
Divisional winners: Samantha Bouamar, named nurse for
June 2017 Children’s: Sapna Desai, family nurse looked after children
Overall joint winners: partnership (FNP) team quality support officer Divisional winners:
Louise Wallis-Jones, highly specialist speech North: Paulinah Akinmejiwa, Inner: Maria Gil-Garcia, practice
and language therapist and Emily Karugaba, practice development nurse development nurse
West London locality manager South: Odessa Rios, community staff nurse North: Joanne Wilson, contraceptive and
Divisional winners: sexual health nurse and health advisor –
North: Una McCann, clinical business unit chlamydia screening service
October 2017
manager for Hertfordshire sexual health Support services: Patricia Mustafa, business
Overall winner: support officer
South: Lee Smith, Merton Wilson Matt Cooper, communications manager
admin team lead
Divisional winners: March 2018
Children’s: Robyn Hunt, speech and
July 2017 Overall winner:
language therapist/augmentative and
Overall winner: alternative communication lead in Merton Laura Rogers, nursery nurse
Zainab Parsons, care navigator, Inner: Anil Utchanah, specialist Divisional winners:
case management team diabetes nurse Inner: Rhonelle Janse Van Rensburg,
Divisional winners: North: Tessie Jefferson-Jones, district nurse team leader
Children’s: Farah Khan, school health learning disability nurse North: Zalak Shah, specialist physiotherapist
team administrator South: Jan Read, team administrator
Sep 2018 @CLCH | 5
@CLCH | Issue 13
Our quality strategy
for 2017-2020
Over the course of 2017/2018, we
built on the successes of 2016/17 by
developing our quality strategy Simply
the Best, Every Time. In February 2017
we published the 2017-2020 strategy
with the aim of elevating us from ‘Good’
to ‘Outstanding’.
It introduces three new quality campaigns alongside the three which
continue from the 2013-2016 strategy. These campaigns provide a
focus for everything we do and cover all aspects of delivering high
quality, safe, effective and efficient care. They are: Shared governance
To deliver the quality strategy
Positive patient experience objectives, we established a new
Changing behaviours and care to enhance the experience shared governance approach
of our patients and service users to driving improvement across
the trust.
Preventing harm
This allows frontline staff to drive
Reducing unwarranted variations in care and increasing
through the improvements they
diligence in practice
know need to be made.
Smart, effective care Thirteen quality councils have been
Ensuring patients and service users receive the best set up across our four divisions and
evidence-based care, every time are chaired by junior members of
staff. Each council has identified
improvement projects and they
Modelling the way
are working together with patient
Providing world class models of care, education
representatives to deliver changes
and professional practice
that benefit patients and staff.
Here, happy, heard and healthy You can read the 2017-2020
Recruiting and retaining an outstanding workforce quality strategy on our website at:
www.clch.nhs.uk/about-us/
quality
Value added care
Using enhanced tools, technology and lean methodologies
to manage resources well.
6 | Sep 2018 @CLCH
Every staff member
has a story
It’s been 70 years since the inception of the NHS. We
asked members of our staff to tell us about their NHS
stories – what has inspired them over their journey, what
drives them and what the organisation means to them.
Marie Power – reception co-ordinator
at Edgware Community Hospital
sense and greater understanding of “The thing I value most
universal precautions were applied.
about working for the
I worked as a staff nurse and even NHS is that I am in
a specialist nurse and back to a staff
the unique position of
nurse until 2017 when I changed
to be front-of-house reception providing a service
coordinator back in the very hospital based on people’s
I trained at in Edgware – now a
community hospital. Basically, because
needs, whatever their
of a back problem, I found it more financial status.”
suitable to do a sedentary job.
I
have worked in the NHS since
1981. It all started when I was The thing I value most about working On a personal journey, the NHS
offered summer work over the for the NHS is that I am in the unique helped my own father who was
holiday periods because I was a position of providing a service based a kidney dialysis patient. The
student aged 16-18, which was on people’s needs, whatever their skill, kindness hard work and
a great way to earn money, and financial status. And my favourite part determination of the staff right
great for kids like myself who of working in the NHS, especially in up to his death stays with me to
wanted a career in nursing, giving London, is the diversity. this day.
me an insight into hospital life.
My most inspiring story was the It has been an amazing journey
I trained at Edgware and Barnet amazing women and men who and it’s not over yet. I love my
hospitals from 1983 to 1986 when trained us, and the ex-war nurses. current role. I truly love each day
I qualified as a staff nurse. It was a I had the best training anyone in my job and I love meeting
particularly interesting time as it was could ask for. I loved their stories and greeting everyone, guiding
during the AIDS epidemic. from times gone by, including them to the correct location,
telling me when, before the dealing with queries, also
We tried hard to implement change. NHS, their parents had to make meeting the new generation of
I remember, sadly, the days when a decision whether to buy food staff coming in for interviews on
patients with AIDS had a red sticker on or call the doctor, as nothing was the start of their journey in the
the front of their notes, until common free then. wonderful NHS.
Sep 2018 @CLCH | 7
@CLCH | Issue 13
Brent health visitors
Dana Henry – children’s nurse,
achieve Queen’s Nursing
children’s community nursing team Institute recognition
All the times my son was an inpatient
In November last year, the
I would always say to myself that I
Queen’s Nursing Institute
could become a nurse.
(QNI) awarded the title of
Queen’s Nurse to Eileen Alicia
Approximately ten years ago, I went
Bannis, team lead, and Patricia
to college to do a refresher course
Atkinson, maternal early
in English and Maths. I then did an
childhood sustained home-
access course before I started my
visiting (MECSH) supervisor,
three-year advance diploma. On the
both of whom are health
first day of my university course I never
visitors in Brent Healthy Child
slept for over 24 hours. I was in A&E
Programme 0 to 19 services.
with my son during the night then
T
he children’s community on the ward. I arrived at university
This prestigious accolade recognises
nurses based at Woodfield 30 minutes late and walked into the
individuals who have demonstrated
Road are a lovely team. auditorium containing around 500
a commitment to leadership and
They all do such a fantastic job in people. I was screamed at by the
the delivery of a high standard of
the community and I think a lot lecturer as to why I would start the
care in the community.
of people do not know that they first day of my course turning up late.
exist. I have so much love and This lecturer did not know I had not
It is an opportunity to
respect for them and I would like slept for over 24 hours and I had
acknowledge and celebrate their
them to be acknowledged. to leave my sick child in hospital to
achievements and a recognition
attend university.
of their continuous professional
My story
development. The award was
My son was diagnosed with severe The amazing thing is that I did
presented by Dr Crystal Oldman,
sickle cell disease 24 years ago. He qualify and became a children’s nurse
Chief Executive of the QNI, who
was under St Mary’s Hospital and and worked on Great Western Ward
congratulated all the new Queen’s
had lots of hospital admissions on at St Mary’s. The weirdest thing is
Nurses on their achievement.
Great Western Ward, averaging that I now work with the community
12 to 15 inpatient visits a year. He nurse that looked after my son,
Recognition for Amanda
started monthly blood transfusions Caroline Fitzgerald.
November also saw Amanda
which meant he had to take time
Featherstone awarded the
out from school to visit the hospital I hope this is an inspiring story. The
prestigious title of Queen’s Nurse
whenever he needed bloods. NHS is ‘life-saving’. It has saved my
by the community nursing charity
son’s life on many occasions and I feel
the Queen’s Nursing Institute.
We were introduced to children’s proud to be part of the team.
This is in recognition of her
community nurse, Caroline Fitzgerald,
professionalism and commitment
who would visit my son at home or
to community nursing.
at school to give treatment or take
bloods. This would enable him to
Amanda, who originally trained
try and have some form of normal
and worked in an acute hospital
life and saved him from going to the
(St Thomas’), spent nearly 20
hospital every week.
years as a practice nurse, then
advanced nurse practitioner, in
local GP surgeries before joining
CLCH in 2015.
8 | Sep 2018 @CLCH
Working towards Sexual health services
for everyone
greater benefits for all Our sexual health services
in Merton, Richmond and
Wandsworth offer free and
confidential advice, testing
and treatment available six
days a week with booked
appointments and some
walk-in sessions.
C
ollaboration is at the What’s next?
heart of our Sustainability Looking ahead at CLCH, we will
Transformation be focusing more on developing The service is for people of all
Partnerships (STPs). integrated community services, ages, and you don’t need to be
by working closely with health registered with a GP or live locally.
What are they? and social care providers and the
“Sustainability and transformation voluntary sector. All of our clinics across Merton,
plans (STPs) were announced in NHS Richmond and Wandsworth offer
planning guidance published in This way of working requires new a confidential, non-judgemental
December 2015. NHS organisations ways of engaging communities service which is open to everyone.
and local authorities in different parts of patients in shaping services No attitude – just friendly,
of England have come together to with greater opportunities for professional staff with state-of-
develop ‘place-based plans’ for the self-management of care and the-art diagnostics and a great
future of health and care services in involving the local community. deal of experience.
their area“ (Kings Fund 2017).
In our four STP areas – North Find out more about our services
Why do you need to know? Central London, North West on our new website at:
STPs bring organisations together to London, South West London and www.shswl.nhs.uk
take collective responsibility for the Hertfordshire and West Essex –
way we provide healthcare, as well as we have the potential to make
ensuring sustainable community and change locally; building on our
hospital care. track record as a high quality
NHS provider.
Strong partnerships across different
health services is key to this, enabling For more information on
smoother and more effective care Sustainability Transformation
for patients and improving your Plans, please visit The Kings Fund
experience with the NHS. website.
Sep 2018 @CLCH | 9
@CLCH | Issue 13
Quality matters...
We are extremely proud of HSJ ‘Patient Safety’ awards 2017 Recruitment Services Provider
the work our staff do, and it is – Care of Older People category of the Year – Central London
always a pleasure for that work Community Healthcare NHS Trust
Health Service Journal’s (HSJ) Patient
to be acknowledged through partnership with HR and the
Safety Awards 2017 – Care of Older
national award schemes. In recruitment service – shortlisted
People category – Impact of Proactive
2017/18 the work of our staff
Care Homes Pharmacists – shortlisted. This award recognises partnerships
and teams was highlighted in
that provided a cost-effective service
a number of awards: This award recognises projects that
which helped NHS organisations with
improve the safety of older people in
hard-to-fit gaps in its workforce, or
primary, acute or community settings.
have provided a service which reduced
‘Provider Trust of the Year’
the cost of using temporary staff.
at the Health Service Journal’s
(HSJ) awards Health Service Journal’s (HSJ)
Patient Safety Awards 2017 –
This category recognises a trust Hounslow diabetes service
Improving Safety in Medicines
that has responded well to the nominated
Management category – Impact of
many challenges now faced by
Proactive Care Homes Pharmacists The Hounslow diabetes service came
providers, notably, sustainability
– shortlisted second in the ‘greatest improvement
and transformation and how
in glycated haemoglobin’ category
it’s adapting to best meet This award recognises organisations
and third in the ‘greatest number
the healthcare needs of the that have reduced or eliminated
of participants to attend X-PERT’
population into the future. drug errors – from minor incidents
category.
to those with serious and even fatal
Our chief executive, Andrew Ridley,
consequences. They were also highly commended for
said: “Even to be shortlisted for this
‘weight loss data at six months and 12
award is a great achievement and
months for the largest impact on body
something everyone at the trust
Health Service Journal’s (HSJ) weight and waist circumference’ and
can be proud of. It’s down to the
Partnership Awards 2017/2018 Rupindar Sahota, diabetes specialist
incredible dedication of our staff.”
– Property and Estates dietitian in the service, was also
CLCH was nominated in this Management Service of the Year awarded second place for the ‘X-PERT
category alongside seven other – CLCH partnership with Capita – best educator award 2017’.
NHS trusts from across the UK. shortlisted
This award recognises organisations
who helped NHS trusts make the
most of their current estate or had
innovative solutions to help it develop
new properties – often within tight
budgets – or a mixture of both.
10 | Sep 2018 @CLCHA positive
patient experience
P
rior to the launch of our
Quality Strategy 2017-2020,
we consulted with our staff
and the public for comments
on our quality campaigns; the
proposed key outcomes and the
associated measures of success.
One of the quality campaigns is a
positive patient experience and here
we talk about some of the things
we’ve learned on this subject and
how it will shape our services in the
years ahead.
Furthermore, more than 97% with local implementation,
of our patients felt that they which will focus on the learning
• Using patient stories helps to
had been treated with both disability, end of life and special
involve the patient and carer
dignity and respect when being schools services across the trust.
voice in the work of the trust.
cared for by our clinicians.
• P atient feedback continues to
• There have been positive
• P atient stories also help with be used to inform staff education
developments in co-designed
the evaluation of our successful and training and form part of the
services and plans of care with
Always Events* journey and their learning from serious incident
patients and service users.
positive impact on the overall reviews.
We were delighted to learn
patient experience.
that, of the patients whose • P atient stories will continue to
care was explained to them, • D
uring 2018-19, quality feature at Trust meetings to
more than 92% said it was councils will start to lead on the showcase the patient experiences
in an understandable way. development of Always Events of those being cared for by CLCH.
*Always Events are defined
as “those aspects of the patient
and family experience that should
always occur when patients
interact with healthcare.”
Sep 2018 @CLCH | 11@CLCH | Issue 13
“For various reasons many people
simply can’t travel by public
Staff focus transport, so unless we provide
patient transport to them, they are
John Pickett unable to attend their appointments.”
transport manager
John first delved into the world of patient transport when can’t travel by public transport,
so unless we provide patient
he became a volunteer driver for the Lighthouse charity in
transport to them, they are unable
1995. After a range of varied roles, he has now gone full to attend their appointments. It’s
circle and is today our transport manager. In a nutshell, my job to make sure transport is
John’s day-to-day role is to ensure that all patients who are provided so these patients are able
entitled to transport, attend or leave hospital and health to come and see us and be treated.”
centre appointments at the right time.
John believes that currently his
biggest challenge is ensuring that
In January 2018 the Trust re-tendered the patient eligibility criteria is in line
the contract for non-emergency with the Department of Health’s
patient transport, and it was awarded guidance and is enforced across
to the HATS group – specialists in the organisation. “We use this tool
patient transport services. John feels to ensure only those patients that
it was a “welcome change” to have need it, receive it as the costs for
a new provider. patient transport are extremely
high and this tool is used to ensure
As to be expected with such a that you get patient transport if
large geographical footprint, it you need it, not just because you
was a huge undertaking, in John’s want it.”
words, “We’ve had a few teething
Above: John Pickett, transport manager
problems, as probably expected, When asked what he enjoys about
but in the most part HATS have his role, John replied, “I’m an
been great. They are finding their When we asked John why his role instant gratification type of guy.
feet very quickly, and I must is important, he replied, “I believe So when something goes wrong
say HATS are a very responsive patient transport is important with a booking, getting that patient
provider, at least to me because because we’re living longer and sorted out for the journey into
as soon as we ring them, they deal patients are getting frailer. Patient an appointment or back home
with an issue there and then.” transport is important as it allows following an appointment is very
these types of patients to attend rewarding. Once that’s been done I
their appointments. For various am then happy as I’ve done a good
reasons many people simply job and the patient is on their way.”
12 | Sep 2018 @CLCHCLCH under the microscope
W
e are a high performing
Trust that puts quality
of care at the heart of
everything we do. We never lose
sight of the people we care for
with the services we provide.
To this end, CLCH continues to
develop a positive relationship with
local stakeholders, including clinical
commissioning groups and partner
organisations, in order to provide
high quality patient care within the
resources available.
The Trust has worked closely with
NHS Improvement (NHSI) which
is responsible for overseeing
the performance management
and governance of NHS trusts.
The single oversight framework, Feedback from NHSI throughout A focus group was also held with
introduced in 2016 and updated the year 2017/18 NHSI has been some of our Black, Asian and
in 2018, is designed to help NHS supportive and positive. Minority Ethnic staff. We welcomed
providers attain and maintain Care the opportunity that the visit provided
Quality Commission (CQC) ratings Our most recent CQC inspection took to highlight the work our clinical
of ‘Good’ or ‘Outstanding’. Trusts place in September 2017. During the services deliver.
have been segmented according visit, CLCH hosted a team of 28 CQC
to the level of support each trust inspectors and specialist advisors, who The above chart lays out our
needs across five themes of: assessed four of our care services: performance analysis results. Never
quality of care, finance and use of children’s; adults; inpatient and end of content to rest on our laurels,
resources, operational performance, life care. and always striving to improve in
strategic change and leadership and everything we do, it is our ambition
improvement capability. The team visited 17 sites, in six at CLCH to graduate from a CQC
boroughs, where they talked to over rating of ‘Good’ to ‘Outstanding’.
For a second year, CLCH has remained 150 staff, carers, patients and service
in segment one (providers with users about their experience of CLCH,
maximum autonomy) and we were and observed the care that CLCH
delighted to maintain our overall provides. They also reviewed our
rating of ‘Good’ following assessment documentation and patient notes,
by the CQC in October 2017. evaluated our systems and processes
and assessed the environment in
which we provide care.
Sep 2018 @CLCH | 13@CLCH | Issue 13
A night to remember Receptionist/administrator of the year:
Winner: Niamh McGovern, administrator
at Porchester Hall in health visiting at Colville Health Centre
Highly commended: Andrea Polokaova,
diabetes healthcare assistant
O
Corporate services individual/team
ur annual staff awards And the winners are… of the year:
ceremony took place on Winner: Liz Lubbock, policy,
projects and engagement lead
Thursday 31 October Compassion in care: Highly commended: Sam O’Shea, patient
at Porchester Hall, in London’s Winner: Nicky Tanner, lead homeless health safety manager for the children’s division
Bayswater, with close to 300 nurse and the homeless health team
Highly commended: Zainab Parsons, Leader of the year:
staff from across the organisation Winner: Margaret MacDonald,
care navigator in Merton
coming together to celebrate district nurse at Edgware
their colleagues’ successes. Modelling the way: Highly commended: Denise Meredith,
Winner: Dementia Merton occupational therapist/team lead in domiciliary
and end of life care team therapies and community rehabilitation
In total, 18 awards were handed Highly commended: Harrow rapid
out at the glitzy event to a range response team Emerging leader:
Winner: Jenny Horn, lead nurse – urgent
of individuals and teams from our Preventing harm: treatment centre, and Emily Karugaba,
incredible staff group. Winner: James Kiani-Mackintosh, locality manager in West London
community nursing locality manager
in West London Improvement project of the year:
Angela Greatley, our chair, said: “It Winner: Jessie Levett, shared governance
Highly commended: Krupa Dave,
was an honour to be at the event and medicines optimisation pharmacist programme manager
hear about the success, dedication Highly commended: Sharon Kaur,
Improving patient experience: recruitment director
and commitment of not only our
Winner: Harrow respiratory team
winners and those that were highly Highly commended: Rekha Vijayshankar,
Promoting diversity award:
commended, but also our wider Winner: Lily Stoney, data analyst,
health visitor
sexual health Hertfordshire
staff group. Our staff continually
Value added care:
deliver a high-level of care to our Team of the year:
Winner: Annabel Burkimsher, pathway lead
Winner: sexual health Hertfordshire,
patients and the communities we Highly commended: Chris Lovelace, led by Una McCann
serve, and this award ceremony is community information manager
Highly commended: children’s community
an important fixture in our calendar Registered healthcare professional nursing team (CCNT)
to recognise this.” of the year – exceptional care:
Volunteer of the year:
Winner: Deborah Fawcett, specialist health
Winner: Catherine Templar, volunteer
visitor (vulnerable & homeless families)
Of the 18 awards available, an at Pembridge Hospice
Highly commended: Rebecca Shaw, speech
incredible 400 nominations were and language therapist Patient award
received – making the task of the Joint winner: Teresa Newcombe, family
Registered healthcare professional of the
judging panel extremely difficult. nurse practitioner, and Catherine Spellman,
year – ongoing care:
community nurse in Merton
Winner: Karen Hayon, speech and
Congratulations to all our winners language therapist Judges’ Discretionary Award:
on the night, as well as everyone Highly commended: Robyn Shepherd, Elliot Chingoka, nurse practitioner
occupational therapist in bedded
nominated and a huge thank you to rehabilitation CLCH’s charitable funds committee kindly
everyone who attended this year’s provided the funding towards the catering.
Healthcare support worker of the year: For more about the charity’s work, visit
event and helped make it so special. Winner: Asha Ibrahim, stroke review our website. Thank you also to Capita, our
coordinator in Barnet strategic partner, for funding the tables.
Highly commended: Jenny Perry, assistant
practitioner for Merton falls prevention service
14 | Sep 2018 @CLCHOur Adams Ward opened in Finchley
I
n early December 2017, The ward is also able to support Adams Ward is a great new addition
CLCH provided a new service patients in the community who fit to Finchley Memorial Hospital
at Finchley Memorial Hospital the ‘discharge to assess pathway’ and is already benefiting the local
with the opening of Adams Ward, and would benefit from a step-up community by reducing the pressure
a 17-bed ‘discharge to assess’ ward. ward rather than an acute hospital on the acute hospitals. Patients also
admission. have the benefit of care plans more
Adams Ward provides short term care tailored to their individual needs,
and support to people who no longer It provides a fantastic environment aiding their recovery and helping them
require acute hospital admission but and in the run-up to the opening last to make a smoother transition home.
may require further assistance with year, CLCH worked closely with Barnet
their activities of daily living prior to CCG to make sure that the service
transfer to their own home or into the is designed with high quality care
community environment. arrangements in place.
Sep 2018 @CLCH | 15@CLCH | Issue 13
CLCH – Read all about us!
Here are just a few snippets from CLCH to deliver health visiting in Wandsworth
and Richmond
our numerous news releases
We were selected as the new provider of health
between April 2017 and March visiting services in Wandsworth and Richmond from
2018. Please run an eye over 1 January 2018.
them to see what we’ve been up The health visiting service in Richmond was provided by
Hounslow and Richmond Community Healthcare NHS
to. Never a dull moment! Trust and in Wandsworth by St George’s Healthcare
NHS Trust. The contract is for five (plus two) years.
New non-executive director appointment
NHS Improvement confirmed the Wandsworth joins CLCH
appointment of Clive Sparrow as a
From October 2017 Central London Community
non-executive director at CLCH.
Healthcare NHS Trust became the provider of adult
Clive is an interim director and
community healthcare services in Wandsworth – making
strategy consultant, providing services
it the tenth London borough in which we operate.
at board level for clients negotiating
their way through significant financial Louise Ashley, chief nurse at CLCH, said: “We’re really
challenges and change. excited to have all the Wandsworth teams joining us
and are looking forward to working with them and
Angela Greatley, chair at CLCH, said: “We’re delighted to
local GP teams to further improve care for patients
be welcoming Clive to the board and look forward to his
across the borough.”
contributions in guiding the organisation through an
increasingly complex commissioning landscape.”
Sexual health South West London launched
Barnet breastfeeding team celebrates From October 2017 CLCH became
UNICEF accreditation the provider of new sexual health
services across Merton, Richmond
Our health visiting service in Barnet achieved stage two
and Wandsworth.
assessment in UNICEF’s Baby Friendly accreditation. This
recognition is based on a set of standards across three The services offer free and confidential
stages, taking a number of years to implement. advice, testing and treatment across
the full range of contraception and
The standards are designed to provide parents with the
sexually transmitted infections. There
best possible care to build close and loving relationships
are a range of clinics across the three
with their baby and to feed in a way that supports
boroughs offering appointments six days a week including
optimum health and development.
Saturday mornings.
16 | Sep 2018 @CLCHHomeless health service won top award Family Nurse Partnership (FNP) celebrates 10 years
Our homeless health peripatetic nurse service in In October 2017, FNP, our home visiting programme
Hammersmith & Fulham scooped the ‘Nursing in the for first-time young mums and families turned 10.
Community’ award at the Nursing Times Awards 2017. This landmark marked:
Justine Bohan, lead nurse and pioneer of the pilot • 1,000,000th FNP visit
The
service, said: “This is fantastic recognition for the • The 30,000th FNP baby born
service. Homelessness is increasing day-by-day not • The 950th family nurse trained
only in Hammersmith & Fulham, but across the UK, • The 200th supervisor trained
and this peripatetic nursing model is both versatile
A reception saw FNP clients old and new, nurses,
and adaptable.”
supervisors and friends of FNP meet in Parliament to
celebrate the achievements from the last decade and
look to the future.
Specialist health visitor honoured at Merton
Council’s Excellence awards
Debbie Fawcett, our specialist health visitor in Merton, NHS staff survey results show that we have
supports some of the most vulnerable families, placed by an engaged and motivated team
other boroughs in temporary accommodation in Merton.
At CLCH, we achieved an above average engagement
Families and professionals repeatedly comment on Debbie’s score in relation to comparable NHS trusts according to
ability to engage and support people, whilst working with recently published national NHS staff survey results.
multiple agencies and multiple boroughs. On finding out
The trust achieved a score of 3.89 (on a scale of 1-5) for
about her award, she said: “I was so touched to receive an
staff engagement, compared to a national average of
award, but also slightly shocked! I really appreciate it.”
3.78, for ‘community trusts’.
New ‘discharge to assess’ ward opens at Finchley
CLCH rated ‘Good’ by the CQC
Memorial Hospital
Following our strong performance in 2016/2017,
In December 2017, CLCH
we immediately followed this up as the Care Quality
became the provider of a new
Commission (CQC) inspection team visited us in September
service at Finchley Memorial
and October 2017. After an extremely positive visit by the
Hospital with the opening
CQC to a wide-range of our teams and services, we were
of Adams Ward, a 17-bed
rated as ‘Good’ in all domains – a fantastic achievement
‘discharge to assess’ ward.
by everyone involved and a true reflection of the excellent
Cathy Walker, divisional director of operations elaborated, healthcare practice we provide here.
“Adams Ward will provide short term care and
support to people who no longer require acute hospital
admission but may require further assistance with daily
living prior to transfer to their own home or into the
community environment.”
Sep 2018 @CLCH | 17@CLCH | Issue 13
Rosie Waskett – Our shiny new
associate director of quality website launched
the joy in the faces of the parents. I
continue to receive a Christmas card
from the family, even though that
baby is now nearly 40.
My third memory is of a first visit to
a mother and baby as a health visitor
in the community. It was clear to me
February 2018 saw the launch
that all was not well. The mother
of our new website (www.clch.
was behaving oddly and the baby
nhs.uk) following a complete
screaming. I asked the mother if I
rebuild. Key components of the
could pick it up, which I did, and it
I
new website include changes
started my training at the old stopped crying. She then grabbed a
to the navigation and a vastly
Westminster Hospital many kitchen knife and said that I was not
improved search function.
years ago. I should write a book leaving. It was before mobiles and
about my experiences as a nurse, personal safety alarms. I was stuck.
Considerable time has also been
but here are three memorable Hours passed before I managed to
spent improving the structure of
examples of why I know nursing persuade her to let me phone for help.
our content, especially on our
was the right career choice for I rode in the ambulance with them
service pages, so you’ll get more
me, and the rewards that it has and the social worker to the mother
from a quick read. We recognised
brought me personally. and baby psychiatric unit. Mother
that accessing and finding
and baby returned home after three
information about what we do
A profound memory is of Kevin, in months, and I continued to be their
and where we do it is of the
his 30s with a malignant melanoma. health visitor.
utmost importance to someone
It was my first surgical ward, before
visiting our website, and we
the days of more effective treatment. I joined CLCH and its previous seed
hope that yours and our visitors’
Three of us nursed Kevin for six weeks. organisations in 2001. I had had
experience of using our new
The ward became Kevin’s world. We numerous titles and job roles, but I use
website is much better.
shopped for him, read to him, sat with all the knowledge and skills that I have
him and kept him comfortable in his learnt in my nursing and academic
final hours. We were allowed time training and in my nursing experience
by the compassionate ward sister to every day. I am a great supporter of
provide the best quality end-of-life the NHS and, except for a short time
care for Kevin. working within the academic research
institute of obstetrics and gynaecology,
The most joyful part of my career I have stayed loyal to the NHS for over
so far was as a midwife at Queen 40 years, and throughout that time, I
Charlotte’s. I looked after a lady for can’t fault nursing as a career.
six months on the antenatal ward.
She had had 12 miscarriages. This
was pregnancy number 13 and not
uncomplicated. I assisted in the safe
delivery of her son, and can still see
18 | Sep 2018 @CLCHMessages from
our patients
O
n a regular basis, our services and their
dedicated staff receive incredible feedback
and compliments from the patients,
families and carers we serve.
To give you a flavour, here are just a few that our patient
experience team have received over the last year or so:
“Thank you for your professionalism and your “I just wanted to get in touch to say a very heartfelt
courtesy, cheerfulness and kindness. What would local ‘thank you’ for all the care you gave my aunt. I meant to
residents do without you?” do this ages ago but somehow never managed to. I can’t
Soho NHS walk-in centre believe it’s a year ago tomorrow that she died. It seems
like a fitting time to say ‘thank you’ again. The prospect
of losing a loved one was a terrifying one but your
care and compassion helped us through and we will be
forever grateful.”
“To doctors and nurses and staff, I thank you all for
Harrow community nursing
taking care of me. I trust the Lord will bless you all for
your good work. My gift is small but love is all. Once
again, I thank you all.”
Alexandra rehabilitation unit, Princess Louise
Kensington nursing home “Thank you so much for all your support and help to my
son throughout until his surgery. We are all so grateful
to have you all, you have done a wonderful job!! Highly
appreciated. God Bless you all.”
Children’s community nursing
“To all the kind, caring and lovely friendly staff. A
perfect time to let you know you’re thought the world of!
Thank you a million times for your care and patience.
My family and I appreciate everything you have done
for me. Best wishes to you all. God bless Love.” “My 93-year-old father has just been visited this morning
Jade Ward, rehabilitation unit, Barnet by members of your Rapid Response Team and I felt
compelled to write straight away to say that neither of us
can praise your team enough. Polite, courteous, helpful
and listened to what we wanted to say or ask. We had
other members of your team on Monday and Tuesday
“Thank you so much for your blessed expertise and
and they all deserve medals for the unlimited care they
excellent diagnostic and outstanding assessment
provide to the most vulnerable of people. Thank you so
management at point of need; I truly hope my legs will
much for caring. With our grateful thanks.”
heal and I am deeply grateful for your expert care and
Harrow rapid response team
specialist nursing support. Best of blessings.”
Tissue viability service
Sep 2018 @CLCH | 19@CLCH | Issue 13
Lesley Hodge – human resources, VIP visitors to
Richmond school nursing team St Charles in
day) before I left to have children.
January
I took an 11 year break from work
as my eldest daughter has severe
learning difficulties.
When I decided to go back to
work, I wanted to do something
less stressful and started off
working at St. John’s Health
Centre in Twickenham with
school nursing.
W
ell, everybody, it At that time I had no idea what
appears the NHS and I school nursing was all about. I
were born in the same soon learnt that they are a very
In January, a senior delegation
year! It seems strange to think we important part of school life and
of nursing professionals from
will both be celebrating our 70th are very passionate and dedicated
Singapore were CLCH guests
birthday this year. about what their role is in school.
for an afternoon when they
visited two services at the St
I am in my 18th year working for Obviously over the years I have
Charles urgent care centre.
the NHS and I have enjoyed every worked with many different
minute (well nearly). I work with the people but I have always enjoyed
The event was arranged by Health
Richmond school nursing team and working for the NHS and
Education England as part of a
over the years our Trust names may especially with the Richmond
fact-finding trip on the community
have changed, and we have moved school nursing team.
nursing and practice nursing
to a few different locations as well,
frameworks.
but we are still the same happy, Hopefully this is just a small insight
dedicated team. into a member of staff who has
The Singapore health service has
enjoyed their time working with
a major transformation agenda,
My background is human resources the NHS and is lucky enough to be
‘Beyond Healthcare to 2020’,
(it used to be called personnel in my working with such a lovely team.
that mirrors challenges faced by
community healthcare in the UK.
Darren Jones, associate director of
quality, welcomed the visitors and
they spent valuable time with our
community diabetes service and
the integrated care centre.
Many thanks to all the staff who
contributed to making the visit
such a success.
20 | Sep 2018 @CLCHYou can also read
