Report to the Board of Directors 2014/15

Attachment 15 Report to the Board of Directors 2014/15 Date Subject Report of Author Communications Update Head of Communications and Trust Secretary Jon Dack, Communications & Media Manager Previously considered by N/A Board Action Required Approval Discussion Decision Information X Executive Summary and purpose An overview of the most recent Leadership Briefing, media engagement and subsequent coverage is presented, together with an update on internal communications, the Trust s social media presence and website development. There are five comments taken from NHS Choices for the Board s attention this month. The Board is asked to note this update.

Board Assurance Framework (link to strategic objectives) 1-12 The work of the Communications team supports all Trust strategic objectives. This paper provides assurance against the Trust objective(s) identified X This paper is to close a gap in control/assurance in relation to the objective(s) Legal/regulatory Trust Provider License G6 Systems for compliance with license conditions and related obligations (c) have regard to the NHS Constitution (publication of information to enable choice). Equality Impact/risks: Equality Delivery System 2 EDS2 Nov 2013) Nil Impact Positive Negative Neutral Assurance/monitoring Monthly update to Board of Directors Page 2 of 10

1. Introduction A full update is presented on communications activity and media coverage over the last month, up to Wednesday 18 June 2014. Coverage is included up to Friday 20 June 2014. 2. Current position 2.1 Internal Communications: (Comms and Engagement Strategy Objective 2.10) Leadership Briefing: The latest briefing was presented to senior managers on Tuesday 3 June by Medical Director, Nick Oligbo. Nick began with an overview of the 8m investment in theatres, including a new state of the art Day Case Theatre. The project got underway in April and is scheduled for completion in October 2015. It represents one of the biggest investments in the Trust s recent history and will provide patients with enhanced facilities and help to improve services. There was a spontaneous round of applause for Rebecca Crossley who was recently named Learning Disability Nurse of the Year. Nick spoke of the Trust s pride in her achievement and congratulated her on earning such a prestigious award. Associate Director of Governance, Safety and Compliance, Anna Hills, provided an update on Quality data. The Trust is within expected limits for Mortality/HSMR. There were a further nine grade 3 pressure ulcers reported in April which is disappointing. However, a number of actions are being taken, including working more closely with primary care to look at ways to reduce the number of incidents. Deputy Director of Nursing, Julia Hunt, provided an update on the Hard Truths reporting and the requirement to publish staff data on a shift by shift basis. This information will be published alongside a raft of patient safety data on the NHS Choices website from the 24 June. Nick highlighted how busy the JPUH has been in recent weeks. The whole health system across Norfolk and Suffolk is experiencing high demand and is working together to try to alleviate some of the pressures. Despite this, A&E continues to achieve the 95% target for 4 hour waits. The 18 week RTT waiting list has lessened, however, extra theatre sessions remain in place to reduce this further by the end of June. Finance is slightly behind plan due to an increase in agency costs and a slow start to the transformation programme for this year. Other areas covered in the briefing included an introduction to the staff Friends and Family Test (FFT). This is an extension of the survey which is already available to patients and aims to use staff feedback to support service improvements. It will be run three times a year and is open to all staff. Staff were also updated on the Governor elections process. 34 nominations were received for the 20 public governor posts and seven for the staff governor positions. The public governor results will be available on 9 July. The seven staff governors have been duly elected for a three year term with effect from 1 August. Page 3 of 10

The briefing concluded by marking the retirement of Mr John Studley who had given almost 23 years of dedicated service to patients at the JPUH. He held several management positions during his time at the hospital, including Interim Medical Director. Colleagues thanked him for all he has done and wished him a very happy retirement. The next briefing to the Trust s leaders for onward distribution to all our staff will be delivered on Tuesday 1 July 2014. 2.2 Proactive Communications: (Comms and Engagement Strategy Objective 1.3/1.4) Audiology opened - The new Paediatric Audiology test room and Refurbished Audiology Suite were officially opened on Monday 16 June. The opening was performed by Gary Nethercott, Regional Director for the National Deaf Children's Society. 160,000 has been invested in the new facility and the refurbishment of existing sound proof rooms and will provide enhanced facilities for the 18,000 patients seen within audiology every year. Positive coverage on Radio Norfolk. Breathe Easy Week - The flagship event in the British Lung Foundation (BLF) calendar, this year s Breathe Easy Week will took place from June 16 20 2014 to help raise awareness of lung disease. This year s theme is breathlessness and early diagnosis. The Respiratory Nurses at the James Paget University Hospitals are also BLF nurses which means that they try to work closely with the local Breathe Easy groups to enhance the care of people with lung disease both within the hospital and in the community. Positive coverage in Great Yarmouth Mercury. Heather Jones family donation - A presentation took place at the James Paget University Hospitals on Thursday 29 May 2014 in memory of the late Heather Jones of Gorleston who sadly passed away on the 13 January 2014, following her courageous battle with Mesothelioma. A donation of 2,266 raised by family, friends and lifetime associates of Heather, was given in aid of the Lung Cancer and Mesothelioma Support Group and The Lung Cancer Research Fund. Positive coverage in EDP and Great Yarmouth Mercury. Theatres Investment A new feature to the Gorleston skyline signals the start of work on the 8m theatres project at JPUH including a new state of the art Day Case Theatre Unit, three new operating theatres and new theatre entrance and reception facilities. Work began in early May and is due to be completed in October 2015. This is one of the biggest investments in the Trust s recent history and will provide patients with better facilities and improve our services. Positive coverage in EDP, Norwich Evening News, Great Yarmouth Mercury and Lowestoft Journal. Choose Well The JPUH has been very busy in recent weeks and with the peak summer period still to come, patients are being urged to make sure they choose the right option when seeking medical attention. The whole health system across Norfolk and Suffolk is experiencing high demand and we are working together to try to alleviate some of the pressures. Before coming to A&E, patients were asked to consider whether other options are more appropriate. Straight reporting in Great Yarmouth Mercury. Page 4 of 10

Mark Flynn announcement The JPUH confirmed the appointment of Mark Flynn as Director of Finance. Mark has worked at the Trust for over seven years and previously held a senior finance role within the social housing sector. Positive coverage in the Great Yarmouth Mercury. Board meeting reminder Media release issued highlighting the time, date and venue for the Board of Directors meeting including items of interest from the agenda. Coverage pending. The volume of proactive media releases has lessened over the last two months as website development and annual reporting documents were finalised. Our proactive communications during this time continue to focus on targeted releases relating to service updates and developments. 2.3. Reactive Communications: (Other issues dealt with in the past month) Willy Notcutt Sativex Dr Notcutt gave an interview with the Daily Telegraph on the use of drugs to relieve the symptoms of Multiple Sclerosis. It followed the decision by the National Institute of Health and Care Excellence (NICE) not to license two cannabis based drugs. Radio Norfolk followed up on this national article and spoke to Dr Notcutt on their drive time programme. Straight reporting. Car parking The Daily Mail asked for clarification on how car parking costs were calculated at JPUH and what the money generated from parking is used for. A statement was issued explaining that fees are reviewed annually and compared with other hospitals and that the revenue is spent on maintaining the car parks and the costs related to staffing and security. Coverage pending. Sumo babies Radio Suffolk contacted the Trust in relation to a national story relating to an increase in so-called Sumo babies (those weighing over 12/13lb). JPUH has not had any incidents of babies of this weight and therefore the enquiry did not go any further. Telemedicine The EDP contacted the Trust in relation to the use of telemedicine at the Queen Elizabeth Hospital, King s Lynn which has proven very effective, and how often it is used at JPUH. A response was issued highlighting the use of this within our Stoke department and how we are looking at ways to expand its use into other parts of our service. Straight reporting. Overseas recruitment Radio Norfolk enquired about the success of our overseas recruitment programme and specifically if we had recruited Lithuanian/Romanian nurses. A response was issued highlighting that we have successfully recruited a number of overseas nurses as well as local nursing students and those returning to work. Straight reporting. 2.4. Social media The total number of followers on the JPUH Twitter account is 346 - an increase of +57 since May. This is lower than the average +150 we have been gaining in previous months but is most likely due to reduced social media activity whilst the new website is being built. Page 5 of 10

A total of 108 tweets have been posted onto the JPUH account this month (including retweets, replies and direct posts). Recent posts include press releases, daily updates on Learning Disability Awareness Week, the opening of the new Audiology room and images from the Great Research Bake-off. The latest department to join Twitter is the Maternity team, @Bornatthepaget. They have been using this account alongside personal accounts to publicise a midwifery twinning project that is currently taking place in Nepal and Uganda. We have received a small number of negative comments from members of the public, mostly from individuals who form part of an ongoing investigation with PALS and the Trust. These have been responded to, with assistance from the Chief Executive and PALS. Overall, responses to the Trust account are very positive and a number of patients have been in touch via Twitter to thank staff for their excellent and timely standard of care. Month Number of tweets this month Total number of tweets Number of new followers this month Total number of followers Potential audience reach* June 109 358 57 346 5,181 May 151 249 131 289 9,414 April 98 98 158 158 12,035 2.5. JPUH website Final amendments are being made to the new Trust website at the time of writing, which is set to launch on Monday 23 June. The Communications team intends to have a month-long cooling period for the new site where any changes can be made before launching formally to the public in July. The Trust is hoping to secure a special guest for this official launch. A small number of videos featuring the Chief Executive, Chairman, Dr Duncan Peacock in A&E and Dr Josip Stosic in EADU will be featured on the site from go-live. More filming will take place in the coming weeks in order to create a fuller media library for visitors to the website to enjoy. A URL link was sent to the Board of Executives, Council of Governors and members of the Website Development Group and the Readers Panel, in order to gain feedback on the new website before its launch. Reactions from staff have been positive and any feedback has been used to strengthen the quality and accessibility of the site s design and content before go-live. An overview of the site will be given at the meeting. *Potential audience reach is the maximum number of people who could have been exposed to a message, taking into account the number of followers of someone who follows the JPUH account (calculated by Tweetreach). Page 6 of 10

2.6. NHS Choices All comments lodged on this site are automatically emailed to the Head of Communications and circulated to the teams concerned for onward distribution and discussion. Trust responses are added to the site as appropriate, thanking them for their comments or signposting them to PALS for their issues to be considered in more detail. + All patient experience information and feedback is considered at the Trust s Patient and Carer Experience Committee and will inform our future priorities. Anonymous gave Accident and emergency services at James Paget University Hospital a rating of 1 star Disappointing I am family carer to my 90 year old aunt. She was admitted to A&E several weeks ago after complaining of severe stomach pains and is also waiting for a hip replacement. She is unable to walk unaided and is frail. Her admission via A&E: I visited her on the following 2 days and found the following examples of poor practice: Name spelt incorrectly on board over her bed. Drinks - coffee (cold) and water jug placed beyond her reach. TV on ward blaring out music /no one ambulant enough to get up and watch it or turn it off. Hot and stuffy room - hot day, all the windows closed. I telephone the ward 4 times on the 2nd day (Friday) to find out what would happen over the w/e each time I spoke to a different person and got a different story, including being told that they could not give out information about a patient over the 'phone. At midday I was assured that she would be transferred to a Community Hospital for the weekend and discharged on the Monday if well enough. At 12.50, after having cancelled her carers cleared out her 'fridge etc. I received a call from yet another member of staff saying that they were about to discharge her home. I refused to accept this. She eventually came home on the Monday. I was misinformed about her arrival time and spent over 2 hours at her bungalow waiting for her to arrive. Subsequently I learned that she had a fall while on the ward. I was not informed about this at the time and the information came via her social worker who learned about this when she arrived at the hospital to make a pre- discharge assessment and found that she was already on her way home. My aunt has been instructed that in order to have her hip replacement she has to attend a Joint Replacement Education Group at the hospital.it is extremely difficult to get her there because of her disabilities - she last attended via Hospital Transport for a 2 pm appointment; she was picked up at 10.00 and arrived back at 6.00 pm totally exhausted. She is also very deaf and won't wear a hearing aid, has virtually no short term memory and sleeps much of the time. Her bungalow has already been fully adapted to wheelchair standard and she has carers 4 x daily. She has also been assured that post operatively she will be transferred to a Community Hospital to recover, and for Physio and rehab. I cannot see any useful purpose in forcing her to attend this event and have telephoned the hospital several times in an attempt to talk to someone about it, but have found staff unhelpful. I have written to the consultant's secretary several weeks ago but have had no response, complained through PALS and been told that I Page 7 of 10

can probably go instead (I have other commitments that day). The Senior Partner at my aunt's GP practice has told me that he will also write to request that she does not have to attend the Group meeting. Visited in May 2014. Posted on 07 June 2014 ++ Kevin Draper gave Accident and emergency services at James Paget University Hospital a rating of 5 stars Wonderful Help from all My father was admitted to the hospital via ambulance. The paramedic and the ambulance driver were absolutely wonderful and went the extra mile, they are so caring. On arrival at the hospital the care given in A&E was more than anyone could expect, wonderful in fact. He was admitted to the Acute Cardiac Unit and without exception the staff were amazing, nothing was too much trouble and all the patients were saying how good they are. These people deserve the highest praise for their dedication to the patients and their work. They worked tirelessly to give the best care and in my father's case worked to release him in time for my wedding which was only 2 days away! They made this possible which seemed very unlikely 3 days before. My family are very, very grateful to all these very kind nursing staff and doctors. They are a brilliant team. Visited in May 2014. Posted on 02 June 2014 Kiley gave Respiratory Medicine at James Paget University Hospital a rating of 5 stars Amazing staff and care received This is the first time that I have had to stay at this hospital having recently moved from Hampshire and all I can say is James Paget hospital you could teach the general hospital in Southampton a trick or two on how to run a fantastic hospital from the cleanliness of the wards to the food the amazing doctors and nurses right down to the tea lady nothing is too much trouble. Well done James Paget I wish all hospitals could be as good as you. Visited in May 2014. Posted on 28 May 2014 Anonymous gave Accident and emergency services at James Paget University Hospital a rating of 1 star Scutari revisited? Following a fall my husband was admitted to the James Paget hospital on 22nd May 2014. I do not believe that I have ever been in a public building in the UK that exhibits the level of squalor found in this hospital, unbelievable in the 21st century in a first world country. I believe that most UK veterinary clinics and hospitals are cleaner and in better repair. The cubicle in the accident and emergency had a dirty floor, walls, cracked floor coving and the coving edging strip was rimed with dirt. The splash back on the hand basin was stained with Page 8 of 10

water marks. I have no idea what was on the trolley frame, either blood or faeces? Cracked coving will harbour bacteria. Uncleansed trolleys, walls and floors also are reservoirs of bacteria. When moving to the X ray dept. and the EADU ward the corridors were grimy, with an unwashed tidemark on the outer edges. The walls are dirty scratched and have areas of missing paintwork. The floor covings were again cracked and in some cases torn away from the wall. Most of the ceiling lighting panels are covered in dead insects. The EADU ward was rather chaotic. A nursing assistant took an MRSA swab from my husband although I pointed out that the dirty conditions of the hospital probably meant that it was a waste of time. I realise that junior doctors work very long hours. I prefer to see doctors smartly dressed rather than looking like a down and out who has slept in his clothes. I am unsure whether inserting a catheter into the penis of a patient is appropriate on a public ward. The patient was screened by curtains but this painful procedure could be heard by all. Staff chewing gum and not answering the ringing telephones added to the disorganised feel of this ward. Returning to the hospital on 18.30 I found my husband being moved to Ward 15. I commented on the filthy state of the hospital to the smartly dressed porter. He agreed with me. The white board above the bed on Ward 15 was ringed with black grimy ink where the marker has been rubbed off onto the wall. I wonder why no one thinks it appropriate to clean this wall. There was also old blu tac and missing paintwork exposing the plasterwork. Again I should not have to stress that these are bacteria reservoirs. My husband found the bathroom on this ward has ants coming out of the drain. He told the nurse whose response was yes we have had those before. The front entrance has door mats dotted with chewing gum. Spitting chewing onto a floor is a filthy habit but leaving it in place condones this practice. So, member of staff who did this, either you live in comparable squalor so you don't notice the dirt or you care little for your patients and the local community Visited in May 2014. Posted on 28 May 2014 +++ Anonymous gave James Paget University Hospital a rating of 5 stars Exceptional service... I am writing to express my gratitude and thanks for the exceptional treatment and care my mother received from the Audiology Department on Wednesday 21 May. I cannot begin to explain or describe the care, kindness, understanding, patience and consideration that was shown to her by the staff member. She is 91 years old and has only just moved to live with us because of increasing difficulty in caring for herself. The session we had, as I say, was truly exceptional and I wish to pass this comment on to the department concerned and encourage them to give this person a massive pay rise :)..or maybe a massive pat on the back and sincere thanks! Please be aware that rarely have I come across such empathy and care...although I have to say that we have always had very positive experiences at the hospital when I have needed to bring my mum in. The department should be exceedingly proud to have such a person in their department. All good wishes from a very happy mother and a very grateful son, Below, I have opted for Don't Know in dept. as no Audiology appears and it seems that I have to fill it in otherwise it won't send :) Page 9 of 10

Visited in May 2014. Posted on 23 May 2014 3. Conclusion There will undoubtedly be amendments to make to the website, and the intention is that it will continue to develop and be refreshed to ensure it remains a useful resource for our patients and visitors. The significant amount of work undertaken in identifying Trust-wide leads during the preparatory work will support the ongoing maintenance, overseen by the Communications team. The level of proactive communications will improve for the next month s report once the website has gone live. 4. Recommendation The Board is asked to note this update. + Over this month there have been two occasions where individuals have responded direct to the Trust and this has enabled issues to be dealt with on a 1-1 basis. ++ The anonymous individual emailed the Head of Communications at length regarding this post. It was felt that the issues raised could be resolved by a conversation with our Complaints Investigator, which we did, and also passed on the learning to the team concerned and now have consent to use this as a case study. Whilst we would always wish feedback/issues to be dealt with at the time, in the clinical area, I have indicated that in future, should there be any further comments from this individual that these of course can be directed to me. +++ This has subsequently been received and is being dealt with as a formal complaint. Page 10 of 10