is written and published by thecommunications unit. The opinions expresseddo not necessarily represent those ofSt George’s Healthcare NHS Trust. The nextedition will be published in February 2011.If you are a staff member with a story for
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The front page main picture shows HRH theQueen officially opening the Tooting site inNovember 1980.
3A word from David3Reflection from the chair4Integration update4Landmark diabetes studyremembered
5Be my guest
5Facebook and Twitter – a year on6AHSCN conference6Pioneering professor makes surprisevisit7Civic Award for Queen Mary’sarchivist7Changing gear7Transport awareness day8-9Celebrating 30 years in Tooting10View from the topDi Caulfeild-Stoker11Spotlight on Paul Silke12Past and present – Hunter Wing1210:10 campaign13Simulation brings trauma to life13AGM
14Round-upfrom the chaplaincy
14Patient feedback14New appointment15FT update15St George’s Nurses league
16HCA on wards
16Women and children’s hospital takesshape17Long service dinner awards17Safeguarding event17Mobile scanning unit18Theatres get productive18Renal centre exchange programme19Patient safety week19Hand towels initiative20Charity news
A presentation on the
project has inspired the elderly carenursing team to begin a series ofworkshops looking at customerservice and communication.
Alison Hempstead, matron for elderly care,identified the need to address issues ofcommunication and teamwork betweennurses on the wards and developed the‘building bridges’ workshops, with supportfrom practice educators and the trainingand facilities team.“I didn’t feel that there was much unityaround the ward between teammembers,” says Alison, “so I went to thetraining and education team to develop aprogramme to help address issues in theworkplace.”The workshops help staff to identify whatgood customer service is and how it isdelivered in successful organisations. Theythen talk about barriers to good teamworkand how these can be conquered.Goals are identified and staff create‘blocks’ from the changes they’d like tomake in the workplace. These blocksrepresent parts of the ‘bridge’ they willpiece together to reach their goals. The‘bridge’ and the actions agreed have beendisplayed in the staffroom, helping peopleto focus on the things they discussed.“Communication was a key theme in thediscussions – most staff admitted that ifthey spent more time being polite andmore considerate of their colleagues theneveryone would get along better and workmore efficiently as a team. We also askedstaff to focus on the trust’s values – kind,excellent, responsible, respectful – whichare key fundamentals for team working onthe wards.”“Our nurses have taken ownership of theissues raised and put into action their ownsolutions. It has helped us to get to thebottom of some of the issues on the wardsand has really improved the way peoplecommunicate. It’s easy to damage theoverall patient experience just through onesimple incident, like poor communication.I’m hoping that the project will improvestaff satisfaction and reduce complaintsfrom patients.”90 per cent of the nurses across CaesarHawkins, Heberden and Thomas Youngwards have been on the workshopsand others wards have taken interest,so the model could be rolled out in otherareas soon.
It’s easy to damage the overall patient experience just through one simple incident, like poor communication.
Building bridges in elderly care
BUILDING BRIDGES: Elderly care staff show off the ‘blocks’ they will use to improveteam work and customer service