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Countess
Mountbatten House
Information for patients, families and carers
Contents About the service 3 The inpatient unit 5 The Hazel Centre 7 The chaplaincy service 9 The hospital palliative care team 10 The community specialist palliative care team 11 The therapy team 12 The social work team 13 The care home education team 13 The Countess Mountbatten Hospice Charity 14 Your key worker is: Contact details:
Welcome
Introducing Countess Mountbatten House
Countess Mountbatten House is an NHS specialist palliative care unit run by
University Hospital Southampton NHS Foundation Trust.
We provide palliative care services to people affected by life-limiting illnesses,
including - but not only - cancer, and support for their families and loved ones.
Palliative care is the term used to describe the active holistic care of patients
with advanced, progressive illness. It includes the management of pain
and other symptoms, as well as the provision of psychological, social and
spiritual care. It is called a ‘holistic’ approach, because it deals with you as a
‘whole’ person.
Most of the people we care for are supported in the community, in their own
home or care home. We also provide care in a daycare setting at the Hazel
Centre, in hospital and in our 27-bed inpatient unit. The community we serve
has a population of approximately 800,000 people across a catchment area
spanning around 460 square miles.
This booklet provides information about our services and introduces the
specialist teams that you may encounter, whether you’re accessing our services
onsite or in the community. It also contains useful information for your family,
friends and carers. If you have any further questions, a member of our team
will be happy to advise further.
Countess Mountbatten Hospice Charity
The charity aims to raise £1m each year towards our costs and to support
us in providing items to enhance the quality of life of the people who use
our services. You can learn more about our charity on page 14.
Information for patients, families and carers 3Getting here
Bus
First Southampton from Southampton: 8A drops off outside Moorgreen
Hospital (Lordshill to Moorgreen, via Shirley)
Telephone: 023 8022 4854 or online: www.firsthampshire.co.uk
Bluestar buses from Eastleigh: 29 or 29A (Winchester to Southampton)
Telephone: 023 8022 6235/023 8061 8233 or online: www.bluestarbus.co.uk
By train
Nearest stations are Southampton Airport Parkway (3.5 miles), Hedge End
(2 miles), and Eastleigh (4.75 miles). There are taxi ranks at both Southampton
Airport Parkway and Eastleigh stations, and a telephone from which you can
call for a taxi at Hedge End station.
Parking
There is limited parking available onsite for visitors. Please ensure that you
write your car registration number plate in the visitors’ book. For the latest
parking information please visit our website: www.uhs.nhs.uk/cmhparking
Accessibility
Wheelchairs are available for patients, please ask at reception.
Introducing our specialist palliative care teams
The team of specialists involved with Countess Mountbatten House includes
consultants in palliative medicine and doctors with other specialist skills, along
with clinical nurse specialists, occupational therapists, physiotherapists, social
workers and a multi-faith and belief chaplaincy team.
The service, which also offers expert psychological and emotional support to
patients who may be dealing with fears and anxieties related to illness and
treatment, and their families, works in partnership with care from general
practitioners (GPs) and the community nursing service.
This multi-disciplinary approach brings together a range of experts who work
together to ensure you receive care that best meets your needs. Each team is
introduced in more detail, please see page nine.
4 Countess Mountbatten HouseOur inpatient unit
Specialist care is delivered in a calm and relaxing environment on our 27-bed
inpatient unit. There are five four-bedded bays and seven individual side rooms,
which are allocated based on clinical need. There are a number of reasons
why admission to the unit may be required, including rehabilitation, control of
symptoms such as pain and nausea, and care at the very end of life.
Our facilities and services
All patient areas have easy access to our attractive gardens and patio areas.
We have a bright and welcoming day area and tea bar for patients and their
families to enjoy, plus a children’s corner. There is a relatives’ room with full
washroom facilities for visitors to stay overnight.
Ward routine
We offer a very flexible daily ward routine depending on your personal needs.
We serve a full range of meals and cater for all dietary requirements, and at
mealtimes you may be assisted by one of our volunteers if you need help
to eat. During your stay you will benefit from the support of Countess
Mountbatten Hospice Charity, who provide a daily newspaper if requested
and offer liquid refreshments including an alcoholic beverage if appropriate,
prior to lunch and dinner. Our friendly volunteers also provide assistance and
a welcoming smile at the reception desk and tea bar for as much of the day
as possible.
The team
On admission you will see one of our medical team who will carry out a
detailed assessment, and will be seen by other members of the team regularly.
You will have a named consultant for the duration of your stay, and there is a
formal consultant ward visit once a week. With your consent, it’s possible for
your relatives to arrange an appointment to meet with your doctors.
Information for patients, families and carers 5The inpatient unit is managed by a senior sister and ward sisters who work
closely with the consultant team. We aim to ensure the presence of a ward
sister seven days a week. Other staff who work on the unit include members
of the medical and nursing team, physiotherapists, occupational therapists,
ward receptionists and ward clerks, housekeepers, social workers, chaplains,
complementary therapists and volunteers. The clinical teams meet regularly
to discuss all aspects of your care. If you or your family have any questions
or concerns during your stay, please ask a member of staff who will be very
happy to advise you.
Visiting
Your family and friends are welcome to visit every day between the hours
of 2 and 8pm. However, your nearest relatives are very welcome to visit outside
of these hours so please do not hesitate to discuss this with a member of the
team on the ward. We encourage a rest hour for patients between
1 and 2pm each day.
Getting in touch
Your family can call to speak to you on our cordless telephone on:
023 8047 1919.
If there is a general enquiry, please contact the inpatient unit on:
023 8047 5528 or 023 8047 5268.
The unit has free Wi-Fi access, provided by Countess Mountbatten
Hospice Charity.
6 Countess Mountbatten HouseThe Hazel Centre
The Hazel Centre, located within Countess Mountbatten House, provides a
range of day care services and two key support session programmes,
explained in more detail below.
Supporting independence and wellbeing
The first programme is a series of psychological support days which
focus on helping you to maintain a sense of independence and wellbeing.
Advice and support will be offered by members of the multidisciplinary team,
covering practical information on:
• specialist symptom control
• nursing assessments
• referrals to other health and social care professionals
• physiotherapy
• occupational therapy
• chaplaincy
• social work
• our counselling psychologist’s services
The sessions are held on alternate weeks. In the first session you will identity
your aims for attending, and an action plan relating to your attendance will
be produced.
As the sessions progress, the team will meet with you to ensure that your
needs are being addressed. The aim is for you to have achieved everything you
need to from the programme after your 12 sessions have been completed.
Therapeutic clinic
The second programme is a therapeutic clinic run as a short course for
six weeks. It focuses on providing you and your family with information to help
you understand the options, support and services that are available to you,
enabling you to make your own decisions. This is sometimes described
as ‘empowerment’.
Information for patients, families and carers 7The programme includes sessions on:
• information on control of symptoms and nutrition
• social work and counselling
• making choices for the future
• financial and benefits advice from the Citizens Advice Bureau
• information on local services
Additional activities and complementary therapies
In addition, on both days there are relaxing complementary therapies available
free of charge, including:
• aromatherapy massage
• reflexology
• Reiki
• therapeutic hand care
If you enjoy being creative, you will find various arts and crafts materials
available for your use in our well-stocked art room.
Lunch and refreshments
An extensive lunch menu is available and refreshments are provided.
Being referred for a place on the sessions
Referrals can be made by a member of the Countess Mountbatten House
team, your GP or community nurse, your hospital consultants or specialist
nurses in the community or hospital. Transport can be arranged if needed,
please contact us for more information.
Information and resource drop-in service
Wednesdays 2.30 to 4.30pm.
All are welcome to attend our friendly information and resource drop
in sessions. The service is designed to help people living with cancer and other
life-limiting illnesses and their family members and carers to meet others in a
similar situation over a cup of tea in a relaxed environment.
8 Countess Mountbatten HouseWhat’s on offer:
• specialist nursing advice
• access to:
- information about managing illness
- complementary therapies
- a Citizens Advice Bureau advisor and a social worker for help and advice in
relation to care provision and child and family support
• advice and support for carers
Contact the Hazel Centre
If you would like more details about any of the services running at the
Hazel Centre, our telephone number is: 023 8047 5544.
The chaplaincy service
Spiritual care and looking after the whole person
Our spiritual care service consists of a team of experienced specialist healthcare
chaplains who form part of the multi-disciplinary team. Being diagnosed with a
terminal illness affects not only the person concerned but also those who love
and care for them, and our chaplains provide a caring, confidential listening
ear to anyone wanting to talk through their experience, whether one has a
specific religious faith or belief or not. Spiritual care may include support with
recognition of grief and loss, advice with funeral planning where desired and
communicating these wishes to others, as well as listening and support.
Religious care
The chaplains are happy to support your religious care either themselves or
with consent, by contacting a faith community leader on your behalf.
Religious care may include: prayer, sacraments, providing sacred/religious
literature, specific rituals, funerals, marriages and general pastoral care.
Contact the chaplaincy service
You can get in touch with the chaplaincy service in the following ways:
• ask a member of staff to make an appointment for you
• telephone: 023 8120 8517
• email: chaplaincy@uhs.nhs.uk
Information for patients, families and carers 9Meet the specialist teams
The hospital palliative care team (HPCT)
Our hospital team is part of the University Hospital Southampton (UHS)
specialist palliative care service based at Southampton General Hospital.
The team is able to make specialist recommendations to complement
existing services. These may focus on the management of pain and other
symptoms related to your illness, as well as a range of other issues, for
example; leaving hospital, complex clinical decision making and your future
care preferences.
Our core team comprises consultants, nurse specialists, a specialist registrar
on rotation and administrative staff. We also link closely with the end of life
care team.
The HPCT accepts referrals for patients over 16 years of age with any advanced
illness who are inpatients on any ward at Southampton General or Princess
Anne Hospital, including the emergency department and the various intensive
care units. If you are being supported by the HPCT, you will also remain under
the care of your existing consultant/s.
The team provides cover between 8.30am and 4.30pm, seven days a week.
At weekends and on bank holidays, a nurse provides onsite assessments and
reviews with telephone advice available to them from the on-call palliative
medicine consultant.
Contact the hospital palliative care team
Our telephone number is: 023 8120 4126
10 Countess Mountbatten HouseThe community specialist palliative care team (CPCT)
Our community team, led by a specialist in palliative medicine working
alongside clinical nurse specialists (CNS), offers expert support and advice
to patients at home or in residential care and their families. This includes
symptom management, medication and pain-relief, as well as psychological
support. The frequency of visits will depend on your personal requirements,
and will be reviewed regularly by the clinical nurse specialist.
We work alongside GP surgeries and community healthcare teams, and as a
community patient you will remain under the care of your GP who will usually
be responsible for your prescriptions and any changes in medication required.
If appropriate for your needs, a referral to the CPCT can be made by either
your GP or a member of your hospital healthcare team. New patients are
offered a home visit or outpatient appointment from either the doctor or CNS,
depending on the individual circumstances. The team does not provide
‘hands on’ personal care, but we can liaise with primary care teams to arrange
this if needed.
Symptoms will be reviewed by the doctor or another member of the team if
necessary. Admission to the inpatient unit at Countess Mountbatten House
can be arranged if symptoms cannot be controlled at home. Admission to the
ward is also possible for care whilst dying, if this is the individual’s preferred
place of care and depending on availability of beds in the unit.
Contact the CPCT team
You will be given the contact details of your clinical nurse specialist (CNS).
Please leave any non-urgent messages on your CNS’s answer phone. This will
be checked regularly between 8.30am and 4pm, Monday to Friday.
If your call is more urgent
Please ring reception on: 023 8047 7414 and ask the team to contact the CNS
via their mobile phone (Monday to Friday). If you need urgent advice outside of
normal working hours, please contact your GP surgery or out-of-hours service,
or the inpatient unit on: 023 8047 5528.
A clinical nurse specialist is also available to give specialist advice to healthcare
professionals at weekends and bank holidays.
Information for patients, families and carers 11The therapy team
Our palliative care therapy team consists of occupational therapists,
physiotherapists and a therapy technician. You may be seen by the therapy
team at the inpatient unit, the Hazel Centre, as an outpatient, or in your
own home.
Therapy is an integral part of palliative care, and the team aim to enable you
to retain the greatest possible level of independence and a sense of control,
in all areas of your life. The views and wishes of patients and their families are
an important part of therapeutic assessment. We work closely with you and
your family to consider what is important to you, and agree your treatment
plan together.
The therapy team can help you with the following:
• day to day tasks, mobility and transfers
• self-management strategies for anxiety or fatigue
• equipment assessment
• breathing problems
• relaxation
• specialist seating and wheelchair assessment
• rehabilitation including tailored exercise programmes
• moving and handling advice
Accessing the palliative care therapy team services
If you believe you require an assessment by the therapy team, speak to one
of the professionals involved in your care, who can refer you if appropriate.
Once you have been referred the therapy team will carry out a full assessment
with you, either at home or at Countess Mountbatten House, depending on
your individual requirements.
12 Countess Mountbatten HouseThe social work team
Our team of qualified social workers have knowledge and experience in
palliative care. We can provide emotional and practical support to you and
your family and carers, whether you’re an inpatient, attending day care or
based in the community. The social work team leads on discharge-planning
from the ward and can provide all the information and help needed to put
in place care at home, and can also support you to find a residential/nursing
home placement if applicable.
The team can also offer advice and information on the following:
• support for carers
• financial advice
• emotional support
• bereavement support and signposting to services
• liaising with the local authority and other professionals
• advocacy (helping your voice and opinions to be heard)
• wellbeing tools
• resources for children and teenagers
Contact the social work team
Our telephone number is: 023 8047 5531
The care home education team
Our education team works in partnership with health and social care
organisations within the Countess Mountbatten House catchment area,
providing support and education to nursing and residential homes in the region
and enabling delivery of high quality end of life care provision. Courses delivered
by the team of expert clinical nurse specialists include an end of life care quality
improvement programme and a programme for residents with advanced
dementia, known as Namaste care.
We also run a care home palliative care champions group which meets
regularly to provide ongoing support, updates and education for care
home representatives.
Information for patients, families and carers 1314 Countess Mountbatten House
Further information
How to share your opinions
It’s good to know when we’re getting things right so we can share good
practice and successes throughout our services. If you have any concerns
about any aspect of your treatment or care, please raise these with the nurse
in charge at the earliest opportunity. Our ‘Have your say’ booklet explains the
ways in which you can let us know about your experiences in hospital.
Ask your nurse for a copy or search for ‘have your say’ on: www.uhs.nhs.uk.
Our patient support services team are here for you if you’d like to discuss any
aspect of your care. You can call them on: 023 8120 6325 (Monday to Friday,
9am to 3pm) or email: patientsupportservices@uhs.nhs.uk
Independent support
Healthwatch is the consumer champion for health and social care in England,
making sure your views and experiences are heard by those who run, plan and
regulate health and social care services. There is a Healthwatch in each major local
authority area. Find out more about Healthwatch Southampton on their website:
www.healthwatchsouthampton.co.uk or telephone: 023 8021 6018.
Useful links
www.uhs.nhs.uk/Ourhospitals/CMH/CountessMountbattenHouse.aspx
www.nhs.uk/Planners/end-of-life-care/Pages/care-at-home.aspx
www.hospiceuk.org/about-hospice-care
Information for patients, families and carers 15Countess Mountbatten House Moorgreen Hospital Botley Road West End Southampton SO30 3JB Telephone: 023 8047 7414 If you need a translation of this document, an interpreter or a version in large print, Braille or on audiotape, please telephone 023 8120 4688 for help. www.uhs.nhs.uk © 2016 University Hospital Southampton NHS Foundation Trust. All rights reserved. Not to be reproduced in whole or in part without the permission of the copyright holder. Version 1. Published March 2016. Due for review March 2019. 2016-1196
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