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 3
Getting 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 House
Our 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 5
The 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 House
The 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 7
The 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 House
What 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 9
Meet 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 House
The 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 11
The 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 House
The 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 13
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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 15
Countess 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