Information for patients, families and carers Inpatient Unit Rated outstanding by the Care Quality Commission
Mission statement Working together to give patients, families and carers the best we can offer A warm welcome to Saint Francis Hospice from: Pam Court (Chief Executive Officer) Dr Robert Weatherstone (Chairman, Board of Trustees) Corinna Midgley (Medical Director) Jane Frame (Director of Fundraising) Lynn Bryan (Director of Corporate Services) Carole Heinan (Director of Finance) Tes Smith (Director of Quality and Care) Hazel McGwyne (Registered Manager Care Quality Commission) Treating staff and volunteers with respect Saint Francis Hospice is committed to the wellbeing of our patients, staff and volunteers. We expect those accessing our services and premises to treat everyone with the courtesy and respect that they would expect to receive themselves. Any verbal/physical abuse, harassment, violence or discrimination is unacceptable and will not be tolerated. Thank you for your co-operation. 2
Management For information about the management and organisational structure of the hospice please see the Statement of Purpose available in the lounge and the HUB. Welcome to Saint Francis Hospice Meet our Trustees & Executive Team Peter Crutchett Neville A Brown Peter Adams David Burton Robin Wright Dr. Gurdev Saini Christopher Ghiotti Paul Gwinn Peter Batt Malcom Miller Pam Court Chief Executive Officer Responsible Individual Dr. Robert Weatherstone Chairman Hazel McGwyne Registered Manager Tes Smith Director of Quality and Care Caldicott Guardian Dr Corinna Midgley Medical Director Accountable Officer Jane Frame Director of Fundraising and Marketing Carole Heinen Director of Finance Lynn Bryan Director of Corporate Services Health & Safety Lead Michelle Nicholls Associate Director of Retail Quality Review In July 2016 the Care Quality Commission awarded the hospice with Outstanding on the quality of care it provides. We aim to provide the highest standards of care to patients, families and carers and to ensure that you are fully informed and involved in planning the care you receive. We hope this booklet will help you fi nd out more about the inpatient unit and answer some of your questions. If not, please do not hesitate to ask. The provision of care. The inpatient unit provides admission for patients with specialist palliative care needs who require control of symptoms, assessment, rehabilitation and care at the end of life. We are unable to provide long term inpatient care. We have a designated service, a Discharge Co-ordinator, who will provide the links to support anyone for whom long term care is required by exploring future care options with them. 3
Our team Direct patient contact We work as a multi-professional team of nurses, doctors, physiotherapists, occupational therapists, chaplains, social workers, complementary therapists and a psychotherapist, all of whom are involved as appropriate. Others working on your behalf include the fundraising department, the receptionists, domestic assistants, maintenance, administrative, catering staff and the Board of Trustees. The hospice has many volunteers who help the staff to provide a variety of services to patients, their families and carers. They are normally recognisable by their orange tabards or jackets. Medical team Your medical care will be provided by a team of doctors who are experienced in controlling a variety of physical symptoms to help you cope with the emotional distress associated with illness. You will have the opportunity to see one of the team each day to discuss any concerns. Our aim is to ensure your needs are regularly reviewed and those of your key supporters in order to help you adjust to your changing circumstances. Nursing team On the inpatient unit we practice Team Nursing. The nurses are divided into two teams - Blue and Red under the direction of the Head of Quality and Audit, the IPU Manager, and Ward Sister. During your stay you will be cared for by the nurses of one team. If future admissions are required, the same team will care for you. The nursing staff will do all they can to make you, your family and carers feel at ease, safe and cared for. Relatives and carers are welcomed and encouraged to participate in your care. If they wish to do so, please speak to a member of the appropriate team. Pastoral care team The pastoral care team supports patients, carers and family members, of all backgrounds, beliefs and faiths. Living with an illness can sometimes create uncertainty, feelings of loss, and fears for the future. The pastoral care team aim to support you to rediscover inner resources of hope, resilience and strength and find ways to regain some much needed inner peace and calm. 4
The pastoral care team offer: A confidential space to organise your thoughts and feelings about your life, relationships or illness. Relaxation exercises or meditation to help reduce stress and anxiety. Support for your family members and friends. Ways to celebrate life, from helping arrange lifecycle events, such as renewal of vows to exploring ways to connect with your beliefs and what is important to you. The team can also help you create your own family or personal rituals or ceremonies to mark occasions or special moments. Support for your individual religious and spiritual needs. This may include arranging clergy visits, prayer, Holy Communion, sacrament of the sick, or providing a clean place for Salāt (Muslim prayer). The pastoral care team aim to ensure that your religious and spiritual needs are met, whether these are ritual, dietary, celebrating festivals or involve concerns about modesty or ensuring the hospice is aware and attentive to family or cultural sensitivities. The hospice chapel/quiet space is open for all to use. Please consult the chapel/quiet space noticeboard for this week s service times or events. We have a selection of prayer books from different faiths and traditions, and prayer mats. If there is something you require, please ask reception or a member of staff to assist you. Please use the chapel/quiet space for personal prayer, meditation or to simply have time for quiet contemplation. To speak with a member of the pastoral care team, ask a member of staff or at reception. 5
Family support services team The multi-professional family support team offers advice, guidance, and counselling, practical and emotional support to patients, carers, relatives, children and young people. Family support services offers holistic support, advice, guidance and provides emotional support to families. A palliative care social worker can assist you or liaise with your local social and health services, to ensure you have the help you need, or be an advocate for you with other agencies such as housing, care agencies, welfare or benefits agencies. Children and family therapists work alongside families and parents to support children and young people, either individually or working with the family group therapeutically to provide specialist support around end of life issues, communication and bereavement. Psychological support and counselling is available for patients and their families on the inpatient unit and when attending day therapy services. Our counsellors work with a variety of psychological issues, anxieties or concerns. There are regular therapeutic groups to help people express their feelings creatively. The therapist s role can enable an individual to gain a sense of space and security where they can begin to explore innermost feelings, how they relate to the world around them and how they can make sense of their own personal life journey and how they can live with change. An integral part of the team s work is the bereavement support and counselling service. Our specially trained bereavement support team work individually or in one of the various therapeutic group sessions including our monthly walking group. For those facing life changes there is a great need to feel human warmth and an honest straightforward connection with another person. Commonly some things are hard to share, possibly through fear of upsetting those around us or being uncertain of our own reactions. All these feelings are normal and it may be the first time you feel safe enough to explore these feelings, issues, anxieties or concerns. 6
Complementary therapies team The complementary therapy team offer treatments to patients, carers and their families. Treatments available are massage, aromatherapy, reflexology and reiki. The aim of our service is to communicate care through the medium of therapeutic touch; assisting with symptom control and offering support by providing a safe, non-clinical area for patients and carers to have time out from the demands of illness. If you wish to be referred for treatment, or require further information, please speak to a member of the complementary therapy team or a member of the nursing team. Occupational therapy team Occupational therapists assist people to achieve as much as possible in their everyday lives, identify any problems which may exist and explore various ways of overcoming them in the most appropriate and acceptable way for the individual. Assessments can take place in the hospice or at home, and treatment involves working with you to correct underlying difficulties, or to find alternative ways to carry out tasks. Small items of equipment can be loaned to assist with activities of daily living if the community medical loans service is unable to provide the equipment before discharge from the unit. A wide range of creative therapy activities is available and any hobbies or interests you have can be explored with the help of the occupational therapy assistant who will visit you on the ward. 7
Physiotherapy team The physiotherapists are part of the multidisciplinary team and work with patients in the hospice and at home. The aim of physiotherapy is to maximize mobility and to maintain functional independence. This means focusing on the ability to perform everyday activities. Physiotherapy can help to: Relieve pain and discomfort. Aid relaxation and mobility. Help with breathlessness and fatigue. Address problems of balance and co-ordination. By helping to relieve physical symptoms resulting from life-limiting illness, physiotherapists play an important role in helping to improve quality of life for patients. The physiotherapists also work with families and carers giving advice on how they can help care for you. Your choices for future care We do need to ask you (or your family), as a routine, whether you do have any special wishes and thoughts concerning your current or future care, and whether others in your family know of these special wishes. Special wishes might include the following: A preferred place of care/plan of management in the event of a decline in health or in times of crisis. A preferred place of death. A written directive in the event of loss of ability, through ill health, to direct either financial or medical care decision making (an Advance Decision or Lasting Power of Attorney), as described in the Mental Capacity Act 2005. Donor card carriage, or enrolment on the National Organ Donation Donor Base. We have learnt that if these questions are not discussed we miss knowing about things which are very important and matter to you. Cardiopulmonary resuscitation (CPR) information A CPR attempt is an aggressive procedure which entails attempts to restart the heart and immediate 999 hospitalisation for on-going complex treatment to keep the damaged heart functioning. 8
We care for a range of people at different points in their illness journey: People with very advanced illness. People with very advanced illness would have no likelihood of success from attempted CPR. People who, in the context of their advancing illness, would not want any attempt at resuscitation should their heart stop, even if other treatments such as crisis antibiotic management, would still be welcomed. We would want to know their wishes to ensure that we give the right care in a crisis. People at an early stage of illness, or with many treatment options still open to them. They may want to be for resuscitation as much as for any other treatment, and such a treatment may have a reasonable chance of success. It is important for us to understand peoples thoughts, hopes and wishes around CPR as they come into the inpatient unit, in order to ensure our correct allocation of resuscitation status. We have a duty to involve patients as much as possible in decision making. Thus you will find that it is standard for us to discuss resuscitation with people being admitted to the hospice. However, if someone coming in is too poorly, does not have the capacity to participate in discussion or does not want to discuss resuscitation or other such issues, we will look to their key family/friend supports to share our clinical assessment and to come to a best interest decision concerning CPR. If you have any concerns around resuscitation please do let a member of the medical or nursing team know, they will be happy to discuss concerns. We also have an information leaflet about CPR which may be helpful to you. Long term care Many people find that a relatively short period of inpatient care makes a real difference to how they feel and enables them to return home feeling more comfortable. We do not provide long term care. If your symptoms have been resolved, but it would be difficult for you to go back to your own home, then our service discharge coordinator and family support team will help guide you, and your family and carers to look at, and find, other places where your care can be continued. Communication with people involved in your care We always ensure that your GP, District Nurse and those involved in your treatment and care are up to date with any changes or interventions we make. If it would help you to have a copy of any letter we write to your GP or others, please do tell us. Patient facilities The inpatient unit has a number of four bedded and single rooms. Each bay bed has curtains which may be drawn for privacy and we practice single sex occupancy. We also have a family room, and main lounge where patients are able to spend valuable time with their loved ones. 9
Things to bring Toiletries Face flannel, soap, talc, toothbrush and paste/denture cleaner, hairbrush, comb, handkerchiefs or tissues and shaving kit (we have shaver sockets). Clothing Comfortable day clothes, night clothes, slippers and dressing gown. The unit is kept at a comfortable warm temperature. Medication Before deciding which treatments you require, we need to know what medicines you are taking. Please bring them with you. We will use them during your stay, if appropriate. A supply of medicines will be provided when you are discharged. Loose change For newspapers and confectionery from our hospice shop. Money and valuables We regret that the hospice cannot accept responsibility for any personal property retained by patients. A bedside locker is provided for your personal belongings, but you are advised not to bring large amounts of money or valuables into the hospice. If this is unavoidable, the items should be handed to a member of the nursing staff for safe-keeping. You will be given a receipt for these items. There is a lockable compartment in your bedside locker, please ask for the key if you would like to use it. Nurse Call system There is a nurse call at each bed. Please do not hesitate to call if you need help. Medication rounds Medications are given in response to individual need and not routinely at set times. We ask in order to maintain safety and security standards, that the nursing staff are not disturbed whilst dispensing and administering patients medication. 10
Clothing and laundry We have limited laundry facilities for essential usage. We would appreciate families/ carers laundering your personal clothing at home. However, if this is difficult, please let the nursing staff know. Meals The hospice prides itself on providing a catering service for patients where fresh ingredients are used and every meal is home-cooked on the premises. Patients are seen by the catering manager to discuss any special dietary needs and to check on other individual food needs. Special diets and pureed food are available. If you would like to see a member of the catering staff at any time, please ask. Meals and hot and cold drinks are offered at the following times: Breakfast Mid-morning Refreshment Lunch Afternoon Tea Supper 8.30am 10.30am 12.15pm 3.00pm 5.15pm Between 7.00pm - 9.00pm an alcoholic drink is offered and later a bedtime hot drink. There is a main menu for each meal; alternative options are always available for patients between 7.30am - 6.30pm. The options are: A selection of sandwiches and toast is also available for patients between 6.30pm - 7.30am. Grilled/poached fish Omelettes Snacks on toast Jacket potatoes Salads Various sandwiches Soups and rolls Sorbets Ice cream Yoghurt Jelly Cheese and biscuits Fruit Toast We have introduced the Red Tray initiative for those patients requiring extra support with feeding. 11
Facilities Lounge We have two lounges. One large lounge with kitchenette, dining table and TVs. One smaller family lounge with toys for children. Please ask staff where these are located. The HUB The hospice HUB is a central resource area aimed primarily at young people but open to all visitors to the hospice, providing a safe and welcome space for healthy distraction and time-out. It can be a quiet space to come and read, to get information, watch the news, have a game on the Play Station ll or connect to the internet to check emails or chat with friends via MSN, Facebook and a host of other social networking sites. We also signpost young people to internet support sites which have been developed by young people for young people. The HUB is well stocked with information leaflets on a variety of topics, including a full Cancer backup and Macmillan resource disk and access to the internet via a laptop. Computers and internet access Computers with internet access are also available for patients 12
Smoking Patients We ask that patients only smoke in the designated smoking area. Patients must not smoke or use e-cigarettes whilst on oxygen therapy or in the immediate vicinity of anyone using oxygen as this is a highly dangerous and flammable gas. Visitors Visitors are not permitted to smoke within the building or on any of the patio areas, but can smoke away from the building. Visitors are not permitted to use e-cigarettes or their charging units within the buildings or on the patio areas. Visitors must not smoke or use an e-cigarette in the vicinity of a patient on oxygen therapy. Television Each bed area has a colour television for your use. There are also televisions available in the lounge areas. Newspapers and hospice kiosk The ward clerk or nursing staff can arrange for the delivery of newspapers, Monday to Friday only. The hospice kiosk is located near reception. It sells confectionery, cold drinks, toiletries, gifts, cards and wrapping paper. 13
Reception The hospice receptionists receive incoming telephone calls and greet visitors who come to the hospice and will be pleased to help and sign post you in the right direction. All visitors to the hospice are requested to sign in and out and note car registration in the visitors folder at reception. Telephone calls There is a cordless telephone available for patient use. To receive incoming calls on this phone the number is 01708 721430. Mobile phones Patients are welcome to have mobile phones. Please be considerate of other patients regarding the volume of ring tones and times of incoming calls. Visitors are requested only to use mobile phones in the lounge area or outside the building. Letters Any incoming post for patients should state their full name, followed by the hospice address: Saint Francis Hospice The Hall Havering-atte-Bower Romford Essex RM4 1QH If you have any letters to be posted a member of staff will be pleased to help. Fire alarm The hospice has a sophisticated smoke detection and alarm system. These are tested every Tuesday at 11.00am when you will hear an alarm sounding. If the alarm sounds at any other time, please wait for instructions from a member of staff. Visitors should leave the building immediately when asked. A member of staff will assist patients. 14
Visitors facilities Visiting times Visits by friends and relatives to patients in the hospice can make a real difference to their wellbeing, and visiting is open to all family members including pets. However, large numbers of visitors all at once may be overwhelming and we would ask that you rotate the visits when possible. Children must be supervised during visits. We suggest for the consideration of other patients 2 visitors at the bedside in a bay and maximum of 4 visitors in the side rooms after 10.00pm. We also request that after 10.00pm children are discouraged from visiting. Always check with the nurse in charge if there are any special issues to be considered. We would ask visitors to respect the privacy and needs of all patients and allow doctors, nurses and other staff to do their job without disruption. We are happy for pets to visit patients, we request they are kept adequately under control and do not present any health and safety hazard. If the need arises facilities are available for overnight stays, however these facilities are limited. The front door of the hospice is locked at 8.30pm for security reasons. To enter or leave the hospice after this time please use the intercom provided and the security porter will assist you. Nappy changing facilities These are available in the toilet located in the lounge. 15
Visitors catering service We are able to provide the following service. Lounge In the visitor s lounge there are self-service tea and coffee making facilities. No charge is made for this service, but there is a contribution box available for your kind donations. You are invited to bring your own food for yourself or for your relative who is a patient here if you wish to do so as a refrigerator is provided. If you use the refrigerator, please label any food and drink with your name and the date, using the labels provided to ensure that we maintain our hygiene standards. If the items are for patients, please put their initial and surname on the label so that it is clear who it belongs to. There is also a microwave available for your convenience. We would be very grateful if you could rinse and place dirty crockery/cutlery in the dishwasher and a member of staff will ensure it is dealt with promptly. If there is not sufficient clean crockery or cutlery, please inform reception. Dining room Sandwiches, baguettes, yoghurts and fresh fruit are available from the refrigerator situated in the dining area after 6.00pm. Please use the donation box to pay for any items you take from the refrigerator. The price list for food available is on display in the dining room. A microwave is available for heating food. Hot food should only be eaten in the dining room. There are cold drinks, chocolate, crisps and snacks available in the vending machine situated in the dining room for your convenience. Breakfast Breakfast is available for those visitors staying overnight. This needs to be pre-ordered by 8.30am from our catering staff and will be available to eat after 9.00am (following the patients breakfasts being served). A limited breakfast range is available up to 10.00am. Lunch A full meal service is available to visitors from the dining room between 12 noon and 1.30pm. If you would like specific items from the daily menu please order before 11.00am. 16
Supper If you require a meal at supper time we would like you to order this by 4.30pm. If you arrive at the hospice after 4.30pm. we will be able to prepare a light meal for you as long as you order before 5.30pm. Alcohol Visitors are not permitted to consume alcohol within the building or in the grounds of the hospice. 17
How to get to the hospice By car Enter the hospice by the Broxhill Road entrance. By bus Route 375 From Romford Station to Passingford Bridge Monday to Saturday Every 90 minutes from 06.45am to 7.15pm By train Romford Station is nearby. Alternatively Harold Wood Station is closer. Location of Saint Francis Hospice Saint Francis Hospice, The Hall, Havering-atte-Bower, Romford, Essex RM4 1QH 18
Car parking Car parking for visitors is available at the rear of the hospice. Parking is limited during the day. We request that the parking spaces allocated to late staff are kept free. There is parking at the church opposite. If you need to double park, please leave a contact number in your car window and the registration number with reception. The hospice cannot accept any liability for loss or damage caused to any vehicle or its contents whilst parked in the car park. Vehicles should enter the hospice from the Broxhill Road entrance and leave by the North Road exit. Parking for the disabled is available near the Broxhill Road entrance. Caution There are two ponds within the grounds of the hospice. Please keep young children under close supervision. 19
Other Information Cost of care The hospice is a registered charity, receiving some support from neighbouring health and local authorities. The NHS provides only 27% of the total funding. All patient care services provided by the hospice are entirely free of charge to patients, families and carers. Hospice care is costly. We employ a number of highly trained professional staff to provide the best clinical care we can offer. As a matter of interest, current costs are: 574 for one day s care in the Inpatient Uni 305 for one visit to the Day Therapy Unit 286 for each visit by the Specialist Community & Crisis Support Service 54 for each hour of care by Hospice at Home It is only due to the generosity of many people that we are able to offer care without charge to patients, families and carers. If you would like to make a donation you can do this through the hospice s fundraising department via the main hospice. Private health insurance Patients with private health insurance often ask us whether their insurance scheme will contribute towards their stay at the hospice. Schemes do vary so if you have private health insurance please let your insurance scheme know that you are an inpatient. They will let you know if your scheme includes partial reimbursement for a hospice inpatient stay. If they do, you will be forwarded an appropriate form for the inpatient care team to fill in. If your scheme is not sure or needs advice, our Director of Finance is happy to help and can be reached via the hospice main telephone number. Confidentiality At Saint Francis Hospice we are committed to upholding your right to confidence and protecting your privacy. We will treat your information with respect, keep it secure and comply with the requirements of the Data Protection Act 1998. Our Data Security and Privacy Statement are available on request or by visiting our website www.sfh.org.uk. 20
Access to patient records Application to access patient health records should be made either verbally or in writing to the Medical Director. Share your experience and make a difference Those who have experienced our services, whether as a patient or relative, are almost always the best people to spread the hospice message. Quite simply it means so much more to hear it from someone who really knows first-hand what Saint Francis Hospice is all about. Maybe if we can encourage people to talk we can make things better for other families and that would be a great thing to do in Debbie s name. Cliff Jones, Debbie s father, Spurs legend and hospice patron. If you would like to join them in sharing your experiences to enable us to continue the work of the hospice, then we would be delighted to hear from you. Your words could comfort people already in our care, persuade others to turn to the hospice for help or inspire that all important next donation. You can provide as much or as little information as you wish and we will always seek approval before using your story. Saint Francis Hospice also has access to a team of talented volunteer photographers who provide us with quality images to help illustrate the impact of first class patient care. If you want to tell us about your hospice experience and/or have your photograph taken then please call the communications team on 01708 771405. We would be delighted to hear from you. 21
Comments, compliments & complaints We hope you will be happy with all aspects of our care and services and we welcome your views, comments and suggestions. Comments We are always interested to hear your views and if you have any comments or suggestions, please let us know by using our comments, compliments and complaints leaflet which has a tear off strip at the back to fill in and which can be left at reception or handed to a member of staff. These comments are shared hospice wide monthly. The leaflets can be found in the ward lounge, at reception or in the HUB. Compliments It is reassuring for us to know that we are meeting the high standards of care and service that we set for ourselves. So, when you are particularly pleased with the care you receive; please tell us through our comments, compliments and complaints leaflet. Complaints Sometimes mistakes happen and, when they occur at the hospice, we would like to know. If any aspect of your care gives you cause for dissatisfaction, please speak to us. All complaints are taken seriously and will be dealt with promptly, sympathetically and in complete confidence. For further details, please see our comments, compliments and complaints leaflet. 22
About this booklet If you have any comments or suggestions about the information contained in this booklet, please do contact the Head of Quality and Audit, the IPU Manager or a member of the nursing team. 23
About Saint Francis Hospice Saint Francis Hospice provides care 24 hours a day, 7 days a week to local people affected by life-limiting illnesses. As a registered charity, we rely on the financial support of our community to keep providing world class care free of charge to individuals and their families. Every year, we provide treatment, care and support to more than 4,000 local people affected by a life-limiting illness. The Hall Havering-atte-Bower Romford Essex RM4 1QH Call: 01708 753319 Email: mail@sfh.org.uk Visit: www.sfh.org.uk This leaflet has been reviewed by the Service User Group Reviewed Annually Revised 2016 Search Saint Francis Hospice Registered Charity No. 275913