Last week I focused on the sentiment of doing what you say you’re going to
do using the well-known quote ‘talking the talk and walking the walk’.
For the avoidance of doubt, I want to confirm that since then I have walked what feels like miles and miles and miles across the Trust, popping in on colleagues and offering support.
You will be aware this was the week when we were implementing our new electronic patient record (EPR) which effectively called time on using paper records, replacing them with a digital system.
This was a huge undertaking that has been planned in the most minute detail for many, many years and I think it’s fair to say we were all feeling nervous about ‘go live’ across the Trust.
But it is also true that everyone in East Lancashire Hospitals – in all services and settings and indeed including partners across the wider health and social care system – could also see the improvements it would make for patients and their families by providing a seamless, accessible record of care without the need for physical files.
The system officially went live with its first patient at 6.29am on Saturday morning when a young patient in A&E was admitted onto the ward digitally for the first time. This was a welcome accomplishment and I’m thankful to Lacey’s parents who allowed us to capture and share the moment in photographs.
It signalled the start of an intensive few days for the Trust as we went live in a systematic fashion through all wards first before moving into other services and settings with the EPR.
I want to thank a number of people. In fact, all 9,000 people who work at ELHT. It has been the most incredible, immense team effort and I am grateful for the unrelenting commitment shown to getting this project and its implementation right.
There’s no way I can mention everyone but I will reference particularly the EPR team (obviously), our Gold Commanders, Divisional OCC’s, Pharmacy Team and everyone in IT generally, as well as the service desk colleagues from suppliers Cerner and Nautilus who pulled together, worked some very long days and nights and refused to be beaten back in their enthusiasm and determination to see the ‘go live’ through.
They were ably supported by an army of ‘floor walkers’ and ‘super users’ in bright green t-shirts who fanned out across the organisation lending an ear and a hand and advice where needed.
I know colleagues on our wards, in departments and across all services appreciated this – even when there was no immediate answer to their question in the initial stages when support, tea and compassion often had to suffice while a response was found in their moment of need.
To every member of the team who has put a shift in since last Saturday – wherever that may have been – I want to acknowledge how difficult it has felt at times, especially when trying to support a patient and their family at the same time as getting to grips with doing things very differently than before.
The patience to work through the new system, to continue to offer care and to stay calm when the inevitable system frustrations reared was so valuable in working through the plan safely.
It has to be said that the support of patients and their families was also instrumental to our success in working through teething issues in those first few days.
Of course, people were working slower as they inputted and accessed information in unfamiliar ways – but on the whole people were understanding and sympathetic and this was hugely appreciated too.
I said in a staff briefing earlier this week that EPR was the only real game in town this week, but in truth the new system, the unwavering commitment to patient safety and the health and well being of colleagues were of equal importance.
It is clear to me that ELHT is skilled at planning to maintain high quality and effective services in moments of difficulty or crisis. This was most evident during our incredible response to Covid of course but also more recently in effectively managing industrial action a number of times.
But grappling with the details of the EPR has been very stressful it must be said and the unpredictable glitches which inevitably arise when dealing with technical issues were very real at times.
What I witnessed during these moments, though, was a doubling down of effort from people who were already working flat out, both mentally and physically. People rallied, refocused and worked through issues that needed to be addressed, often together as a team sport.
This is the reason I am able to share today that the system is up and running and I am beyond proud of this.
As the week has gone on people have become more familiar with it and the issues have reduced. That doesn’t mean it is ‘project complete’ but we’re well on our way and things feel calmer and under control.
If you had said to me that’s where we would be this time last week I’d have definitely taken that.
What I am mindful of now is the impact on colleagues, some of whom have done some very long days over a protracted period starting, for some, a week last Monday, June 12!
We factored in lots of health and well being support such as food and drinks, a visit from ice cream vans, even mini therapy sessions including massage to help recharge people’s batteries.
But nothing can make up for a few days off, some good night’s sleep and time with family and friends. This is my hope for colleagues who worked last weekend – please enjoy some downtime, you have more than earned it.
In their absence, be assured support will continue to be in place over the weekend, well into next week and for some time to come yet so if you’re on duty please don’t feel there’s no one around who can help. There is.
To our patients and their families, we’re here for you too but please just bear with people if they appear to be struggling with a screen or transaction. Know that we’re still committed to providing safe, personal and effective care – and no new system will ever change that.
I’d like to end with a few thank you notes and recognition for people in other areas as the busy nature of Trust life goes on and recognising that, among all the focus on delivering the EPR, it’s fair to say some things have taken more of a back seat than normal.
Firstly, a mention for our estates and facilities team who celebrated their national day on Wednesday. I’ve said before these are often some of the busiest people in the Trust but often feel forgotten due to the nature of their work. This shouldn’t ever be the case and I want to overtly say thanks to every member of the team for everything they contribute, each and every day and night. It is seen and it is appreciated. Thanks.
Secondly our commitment to the PRIDE celebrations which come into focus every June. I know we have done some things, raising the flag and more importantly awareness in some places, but we do normally ‘do’ more. Please know this isn’t indicative of anything other than a limit on the amount of activity colleagues can be expected to take on at any one moment. I am here to testify that ELHT remains committed to inclusivity and a culture where everyone is welcome, valued and able to bring their whole selves to work. So far as I am concerned that is all year, every day and night – and if your experience is different please let me know or speak up in a way that feels safe for you.
Thirdly, we commemorated Armed Forces Day yesterday with a community event at Royal Blackburn Teaching Hospital where Veterans team took over the main entrance with various activities and stalls, included a display of military vehicles. The Trust’s support of the Armed Forces community is appreciated and regularly recognised through Veteran Aware Status and the Defence Employer Recognition Scheme Gold Award. I’m delighted we took the opportunity to continue to show our support for serving troops, service families, veterans or cadets.
Lastly, I wanted to share some good news… we have been nominated for three awards in the prestigious Health Service Journal (HSJ) Patient Safety Awards.
The categories are:
- Improving Care for Older People Initiative of the Year – for our Intensive Home Support Service and Emergency department collaboration
- Patient Safety Team of the Year - for Improvements in outcomes for patients undergoing ablative oncological head and neck surgery and reconstruction
- Staff Wellbeing Initiative of the Year for the MSK team
The awards are fiercely contested by health care professionals so be shortlisted is quite the achievement. Well done everyone and thanks for everything you have delivered so far to support patient safety. The ceremony is in September, so we will have our fingers crossed for a win.
On that note, I will sign off at the end of a very long week. If you’re working this weekend, thanks for everything you do.
Martin