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CNO Bulletin January 2022


A message from our CNO – Tracey Brigstock

Welcome to our first CNO Bulletin of 2022!

Let me start by wishing each and every one of you the happiest New Year. The challenging end to the last year has carried on into 2022, but it has been incredible to see all of you rally around and support each other through this incredibly busy period across our organisation.

This month, we look ahead to the exciting developments with our Pathway to Excellence journey as we move closer to submitting our document to the American Nurses Credentialing Center (ANCC).

Following on from the success of the No Excuse For Abuse campaign last year, we’d like to remind all our staff that your wellbeing will always be our top priority. Incidents of violence or aggression you receive will not be tolerated and processes are in place for victims of this workplace abuse.

I am also incredible proud to have Emma Fish, our Associate Director of Nursing, Quality and Patient Safety, featured this month to discuss her work volunteering with a girls’ football team in the community.


In This Issue


Pathway to Excellence – January Update

This month we are very excited to welcome Robyn Gough to the Pathway to Excellence® Team here are UHCW!

Robyn is joining us on a secondment from Ward 10 where she works as a Clinical Sister and Pathway to Excellence® Ambassador.

In her new role Robyn will be working as ‘Pathway to Excellence® Coordinator’; facilitating communications and engagement activities in preparation for a major milestone in our journey to excellence later this year - the Pathway Survey.

The Pathway Survey will be an integral part of our journey to excellence and invites Nurses, Midwives and Nursing Associates at all levels throughout the organisation to share their perceptions of the workplace environment.

To find out more information about of journey to excellence, please visit our TrustNav page.


Supporting Staff following incidents of violence, aggression or abuse

the Trust’s continued focus on measures to demonstrate our zero tolerance approach to abuse, we are working on getting support right for staff should they experience an incident of violence, aggression or abuse from a patient/service user, their relatives or other member of the public.

Frontline staff, clinical area managers and leaders from services across our Trust came together at the end of last year to discuss the support staff receive following an incident. After mapping out the current journey for staff, the group shared and reflected on their experiences. Open, honest discussion highlighted where we may not get support right and where improvements could be made.

What’s next? To get it right, feedback from frontline staff about what good support looks like is needed!

If you have experienced an incident of violence, aggression or abuse from a patient/service user, their relatives or other member of the public and would like to share your experience of support (what was helpful and what wasn’t) please email Nicole da Costa,

(Please note, by getting in touch you can choose to share as little or as much of your experience as you feel comfortable and all information will be kept anonymous)


Patient Experience – Patient Advice and Liaison Service and Complaints

Obtaining feedback from patients and taking account of their views and priorities are vital for the delivery of high quality services and for driving real service improvements. To support this, the Trust employs a Patient Advice and Liaison Service (PALS), Complaints Team and feedback mechanisms such as the friends and family test and surveys.

PALS key performance indicator is that all enquiries are managed within five working days of receipt for 90% of cases and complaints are required to provide a response to 90% of complaints received within 25 working days.

Of complaints and PALS received in the previous quarter, communication specifically communication with the patient’s relatives and carers remains the primary theme. Values and behaviour, specifically attitude of medical and nursing/midwifery has re-entered the top 5 themes. Admissions, discharges and transfers have entered the top 5 themes, specifically discharge arrangements, including lack of, or poor planning.

Where learning and improvement has been identified through the complaint investigation SMART actions are implemented which are then reported through the Patient Experience and Engagement Committee.

Complaint Officers meet group representatives weekly and themes and escalations or concerns are shared. Themes are also communicated to groups via monthly Quality Improvement Patient Safety meetings (QIPS) and other committees

Responsiveness in action: An example of responsiveness concerns patient property. Through the PALS and Complaints Team an emerging theme of patient property issues was identified. This was quantified and escalated to key stakeholders. Following escalation, the Head of Patient Relations in partnership with the Kaizen Promotion Office (KPO) has begun an improvement project with support from stakeholders involved throughout the patient journey.

248 compliments and thanks were received in respect of Trust services in the previous quarter, an increase of 35% from the previous quarter. The Trust Website for feedback was recently updated to make it easier for patients and relatives to provide positive feedback and since this change we have noticed a further increase in compliments being received.


Volunteering Spotlight: Emma Fish, Associate Director of Nursing, Quality and Patient Safety


Current role as ADN for quality and patient safety. Previously worked as KPO lead Nurse, which involved embedding our own lean methodology UHCWi, which promotes patient first approach and respect for staff. I was coached by a coach from Virginia Mason Institute to become a certified lean leader. I have also been a Modern Matron in medicine/care of the elderly, practice facilitator and worked at Nottingham University hospitals NHS Trust in Infectious diseases and acute medicine.

What Volunteering are you involved in?

I coach girls football at FC Burbage Lionesses - I am lead coach for the U12 girls. Having played football as a child/teenager and now having 2 children of my own that also love the sport I really wanted to get involved to supporting the development of girls football in the village where I live. I think sport is really important and grassroots football is a great way to help develop a child’s fitness, develop their confidence and ability to play football as well as developing teambuilding skills and encouraging social interaction. Most of all we have fun. We promote these in our training and games. FC Burbage started small and now has nearly 80 girls from 7 up to 12. We all train on Saturday mornings. We play games on Sundays in the FA Leicestershire women’s and girls’ league. We also train midweek at certain times of the year so I support this too.

Having completed the necessary FA coaching training, including safeguarding, first aid and how to create training sessions that are fun and inclusive. I now organise training, liaise with other teams, the parents and carers of our team players and associated admin. This role includes the set-up of the goals, preparing the area for spectators and getting the girls ready for the game. So my weekend is pretty busy!

What do you enjoy about the role/time spent?

The children have fun and they develop their confidence, their skills and become socially confident too. They come to train in all weather. It is a great way of doing something that feels like it is contributing to their health and wellbeing as well as my own! The girls look out for each other, they want to progress and they want to develop the skills to work as a team.

For many girls who start football, they have never played and are quiet or lack self-confidence. I have seen a change in many of the girls during the season and this has a massive impact on them at school, creating a new group of friends. I received a thank you gift at the end of last season, it said “a good coach can change a game, a great coach can change a life.”

MUST Competencies - Nutrition Link Workers

Drop-in sessions are available at University Hospital, Coventry for Nurtrition Link Workers at the start of February.

You're asked to make sure you brush up on MUST knowledge before the session (a refresher presentation can be found here), which should last no longer than 20 minutes.

  • Tuesday, 1st February - 14:00 to 15:00 (Ward 30 Seminar Room)
  • Wednesday, 2nd February - 10:30 to 11:30 (Dietetic Seminar Room (2nd Floor Rotunda)
  • Friday, 4th February - 14:00 to 15:00 (Ward 53 Seminar Room)

DAISY Awards

As we enter into a New Year, we continue to recognise and honour our extraordinary nurses and midwives at UHCW with the DAISY awards! Patients and relatives have continued to submit their heartfelt nominations for our Nurses and Midwives.

46 of our Nurses and Midwives have now been presented with the prestigious DAISY award! Congratulations to our most recent DAISY award honourees – Registered Nurses Amanda Bayliss and Karen Sidgwick, who were presented with their awards by CNO Tracey Brigstock in ceremonies attended by their colleagues on the 23rd December.

We look forward to surprising more lucky DAISY award winners in the coming months.


We're always looking for new stories to tell in the CNO Bulletin.

While we can't guarantee everything submitted will be published, if you have anything you would like to be included in a CNO Bulletin please get in contact via the Communications Request Form which is available on TrustNav.