I have said before that I enjoy writing the blog each week as it forces me to take a moment and reflect on everything that has occurred.
Of course, my first thought in typically British fashion is always ‘is it Friday again already’ before wondering, generally out loud, where the week has gone.
I want to say I remain so proud of everything we are achieving and even where challenges prove more difficult to overcome than others, it’s clear we continue to muster enthusiasm and energy to conquer what is at hand.
To colleagues I specifically want to say that I know it is tough at the moment and lots of things are happening to help us reduce costs and right size our budget which is affecting the way we work in ways we have never experienced before.
The current challenges are immense and can feel overwhelming, but please stick with it. We are working well together and we are making progress and things will settle down as we do. Know that you are valued, you matter and you count as we make every step in this journey.
And, if perspective is needed, I would say look around you and never forget how we are caring for and treating thousands and thousands of people every week and this is hugely important to our communities. I know this through the myriad messages and feedback I receive, as well as the conversations I have with people when I am out and about.
Just this week I have received very complimentary feedback from patients who had excellent experiences of our services and colleagues in the Endoscopy Unit at Burnley General Hospital and the Minor Injuries Unit at Accrington Acorn Health Centre. Well done to all those concerned.
Of course, one of the largest challenges we are facing as a Trust is the seemingly relentless pressure in urgent and emergency care – which, for those who don’t work in the Trust, is NHS speak for activity across our A&E and urgent treatment or minor injury centres.
Managing this is incredibly hard and complex, involving not just this Trust, but our system partners too and not many colleagues would argue against it being one of the biggest issues we have ever faced over the 76 years of the existence of the NHS.
But yet this week we were named by the Government as part of its announcement on UEC improvements as one of a small number of Trusts to receive an award recognising the progress we have made.
Just a couple of examples as to why would include that we continue to have really good average handover times for ambulances – despite being one of the busiest A&E departments and certainly the busiest in the North West. This is a huge achievement and makes such a big difference to paramedic colleagues and patients waiting for their help.
We are also improving and recording achievements against the 4-hour and 12-hour performance targets which relate to the wait to be seen in urgent or emergency care settings, compared to the last couple of years. Of course, we need to improve further, but comparatively we’re doing well.
I say comparatively because it is important and honest to say that we haven’t and won’t always get things right. We are human and working in really difficult times. I know there have been many patients and families who have had poor experiences in A&E and have been disappointed and angry at being cared for on the corridor.
I am not undermining these experiences or erasing them with an award. It is clear to me and known to the team as a whole that we still have a huge amount to do before we fully overcome the issues we have. I expect it will be some time before we can confidently announce we no longer use our corridors to care for people or are meeting the constitutional targets, but be assured that is our aim and we’re focused on it every day.
This in turn is supported by every single person in the Trust too, including those in our community teams who work so hard to avoid the need for people to come into hospital or remain there.
It’s a real team effort for which I am both grateful and proud. As ever, the way ELHT finds energy and enthusiasm to go on in the face of adversity is a credit to the spirit of the organisation and everyone in it.
To demonstrate this, let me share some feedback from the daughter of a patient this week about the whole team in A&E at Royal Blackburn Teaching Hospital working with one of our acute care practitioners (ACPs), Steph Taylor, who isn’t based in the department but specialises in supporting people who are frail when they come in.
The woman said: “A huge thank you to the staff in the emergency department for taking such care of my dad after a fall at home. He was seen and examined promptly and had bloods, an ECG, a CT scan, X-Ray and an occupational therapy assessment. Every single member of staff he came into contact with were friendly, professional and efficient and put dad at ease. Nothing was too much trouble. A special thank you to Stephanie who was brilliant. I could see first hand how busy they were but I have to say they were all fantastic and the care he received was second to none.”
It was great to see this feedback from a patient’s family at a time when we were receiving high level feedback nationally too as it helps to triangulate what our data says with the human experience on the ground.
As one colleague commented, the team including Steph clearly worked wonders in the most gracious of ways and I want to say thank you to them all for their compassionate, safe, personal and effective care.
As I mentioned earlier I want to also share some feedback from a patient who attended the Minor Injuries Unit which has recently moved to Acorn Health Centre in Accrington, after we moved out of Accrington Victoria Hospital at Christmas.
She said: “I am writing to share my experience at Acorn Minor Injuries Department and would like to say I had the most positive, impeccable, experience with each and every member of staff I was involved with, from the reception staff to the nurses and the X Ray department. They were so reassuring and polite and made my visit a positive experience. I am a retired nurse so I know how hard their jobs can be. I would just like them to be recognised for their hard work.”
I was particularly pleased with this feedback as the decision to move out of Accrington Victoria was a really difficult one, even through we had very little choice due to the state of the building itself. Nevertheless, when we relocated clinical services we committed to keeping them in the town and at the same levels as they were. It is therefore extremely reassuring to hear that there has been no detriment of the service provided. Assuringly, I have received a number of similar messages .
Of course, A&E and UEC as a whole is only one area among a great many and it is a team effort to keep ELHT running effectively, clinically and operationally.
It is material in my opinion that the majority of the team live locally and our services are the same ones they access themselves and that treat their friends and family too. It’s personal with all of us and I think this makes a real difference to the way we work.
To this point I received a message from a colleague this week, writing as a close relative of patients who have experienced excellent care. She asked me to thank the urology team for their care of her mum at a time when she had lost her sister and I was touched that she had found the time and energy to make contact at such a very difficult and emotional time. She was motivated to do so through an overwhelming desire to recognise and thank her colleagues.
The message said: “I have been deeply touched by the kindness and support that has been offered to me during this very difficult time. I would like to thank the entire urology team as well as the surgeon Mr Louis Vitone for his care of my mum, who has cancer. This was outstanding patient care and phenomenal calm and patience and we couldn't have asked for better. My heartfelt thanks to you all. It meant a lot to me and I am proud to be a part of ELHT with such caring staff.”
This brings me to mention again the number of colleagues we have lost recently from the team here at the Trust, some of whom we have cared for in their final hours and moments.
Of course, as a healthcare provider we are well versed in matters of life and death, but caring for a patient you know or know of, who is part of the team and, indeed, a friend brings additional complexity emotionally, physically and mentally no doubt.
Since I mentioned this last week, we have lost another colleague in unexpected circumstances and whilst I don’t want to intrude on the family’s privacy by naming him here, I know several colleagues and medics were with him when he collapsed and were immediately able to help.
In so many ways this man could not have been in better hands or among better people in his moment of need and so it was devastating to hear he passed later that night.
I want to again stress my heartfelt condolences to everyone who has been touched by the loss of a colleague – or anyone – in recent weeks and to reiterate there is support available should you need it.
Overnight we have heard the news of the devastating plane crash in India, where hundreds of people have died. If you are affected by this tragedy, particularly with family or friends in India, a number of national helplines have been set up today to ensure the support you need is provided.
I speak for everyone at the Trust, to our entire community but also to all colleagues and especially our overseas nurses with connections in India, when I say we are thinking of you and sending love and support today and in the coming weeks and months.
There is support in place for individuals or teams who work within ELHT – please just check in with your line manager, a colleague or for the information that is included on our internal site OLI if you need help or advice.
In the meantime, please look after yourself and each other and remember you are valued and appreciated by your colleagues and patients alike and just as important when it comes to accessing and receiving care as everyone else.
Without you ELHT would not be there for others or able to make such a huge difference to their lives.
Martin