Exploringour services

Celebrating five years of excellence

5years ofexcellence

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Who we areMCH is an award winning social enterprise and Community Interest Company established in 2011.

We were originally formed from the services directly provided by NHS Medway and have a strong historyof partnership working with a number of local stakeholders.

We’re a £62 million business with over 1,300 staff, and as a social enterprise we are free to invest any profit we make into further improving our services, and into our local communities.

2016 marks a milestone anniversary for us – five years providing high quality healthcare services and products, as well as delivering social value to the

communities in whichwe work.

We’re incredibly proud of what we’ve achieved, and all of our achievements reflect the passion, dedication and commitment demonstrated by our staff across all of our services. These qualities are borne out of our values:

• Delivering quality and value• Being caring and compassionate• Working in partnership

These values underpin everythingwe do with our staff, patients andwith the commissioners of our services.We work together to ensure that we deliver a consistently high qualitypatient experience.

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Our social valueInvesting

in the communitythrough

our charityMedway Cares

Since it was set up in 2012, MCH’s charity, Medway Cares, has awarded over £70,000of funding to a wide range of projects inthe local communityto support the healthand wellbeing oflocal people.

Investing in businesses with social objectives

Working with other social enterprises we have invested in a small number of companies with social objectives aligned to ours and whose products could benefit the people we care for. These include:

Flute Office designs and manufactures 100% sustainable office equipment made from upcycled cardboard. When a product is no longer needed, Flute Office remanufacture or upcycle it to create new

products, ensuring nothing goes to landfill.

Active Minds produces age-appropriate activities and materials for adults living with dementia, promoting conversation and a sense of achievement.

SpeakSet have developed a new system for TV video consultations to improve the quality of care for older people which is universally accessible on the TV or the web.

MCHAcademy

Through the MCH Academy we offer

sponsorship and internships to local students to support them to study for a business degree at Canterbury Christ Church University (CCCU). To date MCH has offered two internships and is currently sponsoring two students who will join us as interns in 2016.

Our apprenticeship scheme

We offer both clinical

and non-clinical apprenticeship schemes,

recruiting many participants into full time permanent roles within MCH, and we were named Apprenticeship Employer of the Year by Health Education Kent Surrey and Sussex in March 2015.

Since 2010 MCH has taken on 51 apprentices.

Our procurement policy

Recognising the social and economic impact of buying locally and removing barriers to purchasing from local businesses. For 2014-15 MCH bought 40% of goods and services locally, spending £3,200,000.

Total Spend£8 millionexcluding suppliers we cannotinfluence such as GPs, NHS, HMRC

ME postcode £2,200,000 (27.5%)including Medway

Rest of Kent£1,000,000 (12.5%)excluding all ME Postcodes

Staff involvement

As a social enterprise, our staff can opt to become shareholders and have a greater role in the decision making for our future.

£70k

40%

£3.2m

Fifty one

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Our elected members’ forum ofstaff

shareholders, working in partnership with our Board, plays an active role in representing theviews of our staff tohelp us make evenbetter decisions.

77% of staff are shareholders, a totalof 1,059 staff.

Work experience

We support young adults

with learning disabilities by offering a work experience programmein partnership with MidKent College.

Our pilot scheme started in April 2014 and continues to date during term time. So far we have supported approximately 20 students with learning disabilities.

MCH also offers multiple work experience placements across our services to enable local people to improve their skills and gain valuable experience in health and social care.

for young people and recruiting 3 candidates to join us as apprentices.

Many services work with community support groups, e.g., nutrition and dietetics provide tailored specialist nutrition advice to (among others) Head Start patient support groups for head and neck cancer patients.

Our commitment to clinical research

We are committed to testing and offering the latest treatments and techniques to our patients and are regularly involved with clinical research.

Researchpartnerships with:

Public health

Our staff run regular information events in the community to raise awareness among the public of common health conditions and give tips for staying healthy and well.

77%

20 students

Dementia endof life care

Medicine support in stroke and TIA

Cognitive Behavioural Therapy in COPD

NHS Benchmarking Network and Clinical

Senates

Consulting withour patients

We involve our patients in service redesign to ensure we are meeting their needs, such as extending the services we provide to offer greater flexibility for appointment and clinic times.

Working with charities and community groups to increase the benefits we can bring to local people

We work in partnership with local charities to deliver services and incorporate their specialist knowledge and skills to achieve the best outcomes for patients, e.g.:

Staff at the Wisdom Hospice work with charity Cruse Bereavement Care to increase the counselling and support available to local people. The hospice can offer specialist support to those most in need and the partnership has led to a reduction in waiting times for people receiving bereavement counselling in Medway.

MCH delivered the first ‘Get into Health and Social Care’ programme in the South East with the Prince’s Trust, providing an introduction to work

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• Former patients giving empathetic support, helping people to regain their confidence and providing a role model for our

patients to aspire to.

• Counsellors giving 100 hours a month

supporting people affected by serious illness and bereavement.

Educational partnerships

We work in partnership with local schools, colleges and universities, providing work experience placements and collaborative projects with students. Here are just some of the places we work with:

Sustainability

We support recycling across the organisation and buy recycled wherever possible,from post-it notes to protective couch roll for use in our clinics.

We buy local to reduce the mileage needed to deliver goods to our sites.

We buy low carbon emission equipment wherever possible,such as carbon neutral printers/photocopiersin our offices.

Volunteering

We offer a widerange of volunteering placements for local people who would liketo gain some experience in the world of work or who want to give something back tothe community.

237 volunteers give up 2,000 hours each month to help us deliver care and make a positive impact on the health and wellbeing of our patients.

Working in a range of roles from drivers and gardeners to specialists such as bereavement support counsellors,

therapeuticart leaders and complementarytherapists, their support includes:

• Volunteer drivers travelling 3,000 miles a month transporting patients, their families and carers.

• Ward helpers giving 350 hours a month offering companionship and the time to chat with patients and visitors.

• Spiritual care volunteers giving 90 hours a month visiting and supporting 350 patients, their carers and their families.

• Telephonists giving 160 hours a month and handling 3,000 calls from patients, their families, Hospice staff and healthcare professionals.

237

Volunteers

2000hrs 3000 calls

3000miles

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Established and supported 67 patients

and their families through our Stroke

Survivor Support group. Our adult speech and

language therapy service (SLT) employs the senior SLT chair for the MMM

laryngectomy club, (local laryngectomy

support group). Affiliated to NALC

(national association of laryngectomy clubs) which has charitable

status. Meet 5 times per year plus a Christmas

party and summer outings.

We provided ‘Heart start’ to 30 school

children in June 2015.

Supported 5 x children to get into the gym – working with

local gym trainers (winner of Patient Experience Award

NK CCGs).

470 mothers across 19 centres

attended postnatal

groups ‘New baby and you’

a 5 week group open to all

new parents.

Our physiotherapy service sourced charity funding

(Medway Cares) to offer hydrotherapy

treatment for 1 patient (pays for

pool access).

Implemented ‘sun awareness campaign’ at Hempstead

Valley Shopping Centre.

49 people attended MCH’s ‘stop the

pressure’ day – part of a national campaign to prevent pressure ulcers.

55 local health and social care professionals

across Medway attended the ‘pressure

ulcer prevention’ conference (facilitated in partnership with the

local hospital).

ourZone provided work placements for 13 students from Bradfields

SEN Academy, who attended 148 sessions.

ourZone provided weekly work

placements to 33 students from various Medway schools and

MidKent College,who attended 314 sessions in total.

We ran a ‘Big 6’ campaign to promote delaying solids until

children are 6 months.

Our services’social value

We have an Admiral Nurse

in our dementia support team who has been involved

locally and nationally in promoting

Dementia care for people with young onset dementia in collaboration with

Dementia UK.

Our deputy manager at Darland House

has provided ‘Dementia Friends’

education to 3 outside organisations

including local schools.

campaignto public

Sunawareness Stop the

pressure day

49 peopleattended

30children

Heartstartcourse

5children

Supportedgym-working

470mothers

Postnatalgroup

Hydrotherapy

charityfunded

Supportgroups

helped

46 workplacements

ourZone

Dementia

education andpromotion

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Our servicesAnti-coagulation service

A one-stop shop monitoring service, available to anyone living in Medway or registered with a Medway GP, and taking long-term (i.e., longer than a year) anticoagulation medication such as Warfarin. This specialist service checks INR levels, amends dosing if required, and provides help and advice.

Blood test services (phlebotomy)

Supports diagnosis, care and treatment of various health conditions and diseases when requested by a GP, specialist team or nurse. Clinics are held at a choice of venues.

Cardiology

Provides a wide range of services covering heart failure, cardiac rehabilitation, arrhythmia and diagnostic services. The service aims to help people understand their condition, optimise medication, promote wellbeing through

exercise, advise on beneficial lifestyle changes and support individuals at the end of their life in conjunction with the hospice community teams.

Children’s services

Provides a range of services for children and their families which includes universal, targeted and specialist services.

These services include the children’s therapy team, the family nurse partnership, the health visiting team and blood testing (for children) and dental.

Community nursing

Including district nursing, this service organises, delivers and manages nursing care for patients in their own homes or residential accommodation.

The team attends case conferences and promotes and supports the health needs of individuals, families and

communities as well as undertaking assessment and evaluation of care.

Community rehabilitation

The Walter Brice CentreRehabilitation at the Walter Brice Day Centre is delivered by a multi-disciplinary team for patients who need additional input and support to recover from an acute event. Patients can benefit from a six week programme that includes OT, physio and day room activities.

Patients can be assessed for additional equipment and home environmental needs as well as receiving treatment to promote recovery. The centre supports patients with long term conditions (such as MS, Parkinson’s and stroke) where their level of function has deteriorated as a result of their condition or illness and who have rehabilitation goals.

Physiotherapy (community)As well as offering physiotherapy, the community team provides equipment to aid mobility, trains carers to enable them to offer

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on-going support for long term conditions and makes onward referral to other agencies and health services as required.

The team sees patients in their own homes if they are unable to travel, or if outpatient attendance may minimise any potential gain from treatment. They also visit patients to assess any problems they have in their own environment, for example when climbing stairs.

Physiotherapy (neurological)This outpatient based service provides physiotherapy treatment specifically for exacerbations of neurological conditions such as Multiple Sclerosis and Parkinson’s disease. The team also provides group exercise programmes.

Falls The team provides education to patients, families, carers, homes and other health professionals. The aim of the falls prevention service is to empower patients and carers by providing comprehensive assessment and treatment to those who fall or are at

high risk of falling inorder to:

• prevent falls in people over 18 years

• prevent injury related to falls (particularly hip fracture)

• help those who have fallen regain independence and confidence.

Continence careSupports individuals with bladder or bowel dysfunction.

The team actively promotes continence and manages incontinence by providing written information, education, treatment, management and support to patients, carers and healthcare staff.

Darland Housenursing home

A modern, specialist nursing home that provides long-term residential care for people in Medway with mental health problems, including Alzheimers and other forms of dementia. Darland House has 40 beds and provides 24-hour holistic care. Referral to the service is via NHS Continuing Healthcare.

Dementia support

An innovative service set up to support people with dementia and their carers who live at home. The service is intended to enable people to remain in their own homes and reduce unnecessary admissions into hospital.

Dental (community)

A service for those with special physical, mental or social needs who require the support of a specialist community dental service. Access is via referral by a GP or healthcare professional. Appointments are available at ten clinics.

Dental (emergency)

Dentaline is an outof hours emergencydental service for dental emergencies and urgent symptoms duringevenings, weekendsor bank holidays.

Dermatology

Treats adults and children for eczema, psoriasis, acne, solar keratosis, long standing warts and verrucas. Diagnostic biopsies and cryo surgery are also undertaken.Home visits are available for housebound patients.

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Diabetes

The service supports people with type one and type two diabetes to enable and promote optimal diabetes self-management. This may include education on medication management, diet and exercise (Mint1e, Xpert), clinic appointments, home visits and telephone advice to support patients, carers and/or relatives.

Integrated dischargeteam (IDT)

A mixed team of health, social care and voluntary staff from partner organisations across Kent and Medway. They’re collaboratively working to ensure the safe and timely discharge of patients from hospital once they are no longer in need of acute medical care. The team works with and alongside professionals from occupational therapy, physiotherapy, continuing healthcare, dementia support, Carers First and community services.

Learning disabilities Provides health and nursing advice,

assessments, help and support for health and behavioural issues to those with learning disabilities. The service helps patients to access GP surgeries, dentists and hospitals; providing support to eat and drink safely and comfortably; helping to express thoughts and be better understood and helping with movement.

The service works in partnership with other health and social care professionals and provides training for individuals, carers and professionals.

MedOCC

MedOCC deals withurgent care problemswhen GP surgeries are closed. The team also assesses and manages patients with symptoms of cellulitis or deep vein thrombosis and acts as a communication hub for messages to district nurses, health visitors, rapidresponse teams and other community/specialist teams.

Medway integrated community equipment service (MICES)

Provides and manages health and social care equipment for use in

“I thank you from the bottom of my heart for the wonderful care, love and support you have given. As a family we thank you for the extra special care and dedication you have shown, for being part of our lives and for helping us through the tough time of loss and sorrow. Your love and support will always be remembered.”

“I cannot speak too highly of the care I have received. Nurses were friendly, polite, helpful and very professional. I always felt that I was treated as an important individual.”

Patient compliments

“Excellent service, caring, polite and understanding of our concerns, could not have had better treatment. Thank you for your prompt and professional service.”

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patients’ own homes.This ranges from walking aids to beds and mobile hoists.

Equipment is issued to patients following an assessment by a clinician and can be delivered and collected.

Nutrition and dietetics

Provides expertnutritional advice tailored to individual patientneeds to achieve their nutritional goals and optimise their health.

Dietitians are trained to translate the science of nutrition into practical everyday information about food.

The service provides specialist areas of expertise which include oncology, diabetes, paediatrics, obesity, gastro and nutrition support. They do this both in hospital and community settings.

Outpatients andhand therapy

The outpatients and hand therapy service provides specialist assessments, goal orientated treatment, splinting, assessment of

activities of daily living, advice and education including return to work for patients with a wide range of musculo-skeletal, neurological, rheumatological conditions and for those who have had plastic or reconstructive hand surgery.

All referrals must be completed by a GP or healthcare professional.

Orthopaedic clinical assessment service (CAS)

Assesses people with orthopaedic conditions, who previously would have been referred to secondary care.

The team assesses a wide range of pain conditions, provides expert assessment, has access to diagnostics (X-ray, MRI etc) and uses injection therapy.

ourZone

ourZone in Rochester provides specialist activities and support for people over 18 who have physical or long term health conditions. ourZone also provides specially adapted vehicles

to support with patient transport to and from the centre. ourZone services, including transport, will incur a cost.

Palliative care(Wisdom Hospiceand community)

A specialist palliativecare service based atthe Wisdom Hospice which offers amulti-disciplinary team.

The service includes fifteen beds, bereavement support, advice and psychosocial and family support to patientsand families; as wellas community palliativecare at home, and day hospice care.

The team also supports education locally, nationally and internationally and includes volunteer bereavement counsellors.

Physiotherapy (musculoskeletal)

Provides a specialist service to deal with conditions which affect the neck, back, all joints, muscles, ligaments and nerves.

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Respiratory

A team of advanced nurses, physiotherapists and dietitians whose skills provide comprehensive respiratory assessments to patients at home with the lung conditions Chronic Obstructive Pulmonary Disease (COPD), interstitial lung diseases and Bronchiectasis.

A range of treatments are provided to better manage lung conditions, and to monitor the progression of lung disease. The team offers medication reviews, oxygen assessments, dietetic assessments and pulmonary rehabilitation.

Speech and language therapy (adult)

Provides support and advice to adults with acquired communication and/or swallowing disorders based on holistic needs. The team also provides episodes of treatments enabling patients to maximise their communication and/or swallowing ability.

“As a carer, I felt that they listened to me and took my needs into consideration. I was treated with the utmost care and consideration in really difficult situations.”

“At all times I have received first class and professional care and kindness.”

“Fantastic friendly people who totally put you at ease. They make me feel human again.”

“Thank you for all your support and guidance over the last year. I have really appreciated having the benefit of your time and experience. Thank you for your encouragement during all the challenges I encountered. You really made a difference to me.”

“We would like to thank you so much for the care, kindness and dignity shown to mum during her stay with you.”

“The staff are clearly well trained and go to great lengths to ensure you are made to feel happy and comfortable at all times.”

Patient compliments

“We are humbled by the care and compassion shown to us by all of you. Roy’s passing was one of love and peace, we thank you for making this last memory of him one of dignity and grace. We could not have asked for a more perfect place for Roy’s final days.”

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Care is focused on the conditions aphasia, dyspraxia, dysarthria, dysphonia, dysfluency and dysphagia. The team offers assessment, specific advice and targeted therapy tailored to the patient’s needs and referrals are accepted from health professionals.Adult speech and language therapy is provided in the community andhospital sites.

Intermediate care

A team providing 24 hour care in short term beds as well as support and rehabilitation to enable patients to remain in the community.

Rapid response therapy provides intensive, short-term, rehabilitation programmes to enable people to remain in a community setting or to facilitate discharge. This includes provision of equipment and home adaptations as appropriate. The team can also assess for and

in their field. The team operates across a pathway of care covering Medway and Swale, and delivers care at:

• Medway Maritime Hospital’s hyper-acute stroke unit

• inpatient specialist rehabilitation

• Sheppey Community hospital

• in the community delivering early supported discharge and longer term community intervention.

Tissue viability andwound therapy

Provides wound carefor general and complex wounds as well as specialist advice to healthcare professionals whenwounds are not healingas expected.

The team works in partnership with all providers of healthcare in Medway to reduce and prevent pressure damage.

begin care packages, and can access inpatient rehabilitation units (to which they provide treatment and support).

Sunlight Centre Surgery

The Sunlight Centre Surgery offers a general practice (GP) service to about 5,200 patients and is situated in the busy Sunlight Centre, in Richmond Road, Gillingham. The Sunlight Centre is part of the Sunlight Development Trust, a community-owned and managed charitable organisation that works with partners across all sectors to improve health inequity and wellbeing by providing an improved range of social, medical and community activities.

Stroke services

Responsible for all patients who have had a stroke or Transient Ischemic Attack (TIA). The service is a multi-disciplinary team and all clinicians are experts

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MCH+ refers to services, training or products we provide outside of our NHS contracts. These services are paid for by patients and schools and the profit is reinvested to develop and improve all of the services we deliver. These additional services or products can be clinical, or corporate.

• Children’s therapies teams can provide speech and language training for teachers and schools at an affordable price.

• The Walter Brice Centre provides a bathing service, providing specialist equipment and trained staff to support patients.

• Our Walter Brice Centre also provides a professional catering service for meetings and lunches.

• ourZone offers a social showering facility.

• ourZone provides the opportunity for non-members to use the sensory/relaxation room.

• Our musculoskeletal physiotherapy service offers physiotherapist-led Pilates classes for local people.

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Celebrating our success

CCG feedback

Get in touch

PEN National Awards2016 winner

PEN National Awards2016 runner-up

NHS KSS Leadership Collaborative Leadership

Recognition Awards 2015 winner

Social Enterprise UK Awards 2015

shortlisting

North Kent patient experience awards

Transforming patient experience winner

Little things thatmatter winner

Sign up to safety winner

“The CCG commends MCH on the engagement through a consultation and voting process with people using their services, their community forum, staff and commissioners for the selection of priorities for improvement in 2015/16 and ensuring that the priorities are set with local needs in mind.”

We are always interested to hear from you. Here’s how to reach us:

Online www.medwaycommunityhealthcare.nhs.ukBy phone (general enquiries) 01634 337593Via our customer experience team 01634 334650 or medwaycustomercare@nhs.netJoin our community forum www.medwaycommunityhealthcare.nhs.uk/join-in

MCH “...established ‘Schwartz Rounds’ which provide an opportunity for staff from all disciplines across the organisation to reflect on the emotional aspects of their work. Research into the effectiveness of Schwartz Rounds shows the positive impact that they have on individuals, teams, patient outcomes and

organisational culture. This proactive approach to improving quality led to MCH being awarded the ‘Improving the Culture of Care’ award at the North Kent CCGs annual Francis Event in January 2015.”[sic]

Extracted from the MCHquality account 2014/15, response from MedwayClinical Commissioning Group

5years ofexcellence

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Copyright © Medway Community Healthcare CIC 2016 providing services on behalf of the NHSRegistered office: MCH House, Bailey Drive, Gillingham, Kent ME8 0PZ Tel: 01634 337593Registered in England and Wales, Company number: 07275637

www.medwaycommunityhealthcare.nhs.uk

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