Leadership Message from Tracy Nicholls

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What always strikes me about the incredible people who work, or volunteer for EEAST is their heart! Whether you are delivering care directly on an ambulance, dealing with our patients through the Ambulance Operations Centres (AOCs) or Patient Transport Services (PTS), keeping our fleet and equipment in shape or keeping our vehicles and premises clean, every single person is committed to making the service better by their outstanding efforts. Thank you - you are all amazingly dedicated!

I have been reflecting on the last year or so for the Trust and how much has changed, but also how much improvement we have seen in the care received by our patients.

"The number of compliments that are sent in for our staff is truly humbling, with such lovely, warm messages of gratitude and thanks."

We have also seen much lower numbers of complaints and concerns. While we are not complacent about this, it is an indicator of the level of care that people feel they are receiving. We will be hosting an afternoon workshop next month, led by NHS Improvement, to improve our response to patients' experiences. This will involve a number of our stakeholders and patients, to ensure we continue to learn as an organisation and to make any contact with the Trust an opportunity for patients to tell us what went well, and what we might be able to do to improve.

Furthermore, there has been a significant decrease in the number of Serious Incidents (SIs) and much lower harm caused to patients as a consequence. The Learning from Incidents events will continue to roll out to an area near you, so please do attend if you can as they are great ways to discuss and debate learning points and the team also offer some CPD at the same time. We have had to postpone one or two but plan to have them back up and running again in the next month.

The Trust’s Quality Improvement (QI) work continues and if there are any ideas or suggestions you have to make a difference in your area of work, in any directorate, please let the team know at qi@eastamb.nhs.uk. The team are also working with colleagues at London Ambulance Service, to deliver some training and we have courses for anyone from EEAST on offer shortly, so please keep an eye out for the dates.

In last week's message, Paul Henry spoke about spring arriving and the link between the changing of the seasons and the changes we are committed to in the Trust. There are many new and interesting clinical developments coming in the next year, which Dr Tom Davis will tell you about in a couple of weeks. The roll out of the Schwartz rounds, that some of you have been involved with in recently, will enable group reflective practice which will provide opportunities for staff from all disciplines to reflect on the emotional aspects of their work. We will be working very closely with our Wellbeing team when our first rounds begin, with some excellent facilitators already trained to deliver these.

"I recognise that this can be a really tough job at times and everyone who works for EEAST is delivering care to patients, no matter what department you work in." 

I was delighted to drop in to the Trust’s LGBT meeting on Monday to see the great work that is ongoing, supporting our commitment to enable everyone to feel safe in the workplace and support our LGBT employees in equality, diversity and inclusion. Shane, Jim and Ashley were paving the way and I look forward to seeing the results of all their hard work.

Lastly, I would just like to say thank you to all our staff and volunteers for their continued hard work - we really do appreciate everything you do. Be kind to one another, and yourselves!  


Published 14th March 2019

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