RNOH PATIENT GROUP REPORT
Subject: Private Patient Unit
Date: 22nd February 2020
Patient Group Members: Ruth Marcus, Brenda Stroud
Staff interviewed: Sarah Webb (Matron, Private Patients Unit)
Background:
Sarah started at RNOH in November 2009 having had a wide range of nursing and managerial experience at a London hospital. She has welcomed the challenge of providing an improved quality of care and facilities for private patients.
There are two wards providing 23 beds. Ian Munro Ward provides 12 single rooms, each with an ensuite bathroom. The Philip Newman ward has 8 rooms with shared bathrooms and 4 with ensuite bathrooms. There are also 3 private beds on Coxon ward Paediatrics) with their own ensuite bathrooms.
The main challenge is to improve the facilities of the wards to bring them up to an acceptable standard comparable with other private hospitals to attract patients to choose RNOH. Her objectives include:
1. One of Sarah’s first actions was to stop the practice of the private beds being used by the NHS patients which was preventing the generation of income for the hospital. She is now in the process of providing more information on the intranet.
2. She is planning the provision of a new brochure to market the facilities for private patients at RNOH aimed at consultants, health insurance companies as well as the patients.
3. Sarah is reviewing the information packs for the bedside giving information about their stay in the hospital, e.g. visiting, meals, complaints procedures, etc.
4. Sarah’s immediate plans are to replace all carpets with suitable vinyl flooring in lighter colours and to redecorate the wards in lighter shades.
5. There are also plans to replace the bedding with good quality duvet covers.
6. Sarah has made recommendations to the Trust to change the configuration of Philip Newman ward so that all rooms will have their own bathroom.
7. The private wards have their own chef and kitchens, but Sarah is concerned that the quality, presentation of meals and menu choice should be reviewed, and this may be resolved through the ongoing tendering process and she is a member of the Steering Group.
8. Sarah is reviewing all the telecommunication systems to improve the service for patients, visitors and staff.
The team consists of a ward manager, Lesley Proutt, and two grade 6 nurses. There are 34 full time equivalent staff. There are eight vacancies at the moment. All staff attend the hospital training courses.
Patients are admitted for both complex orthopaedic and spinal operations as well as for short-stay or daycare procedures. Patients are often referred by consultants through their private practice because of the world-class standard of medical care and expertise, not always on site at other private hospitals.
Observations
Philip Newman
The corridors were clean but rather gloomy. There was a small staff changing room with lockers. The sluice, linen rooms and kitchens were all clean and tidy. The rooms observed could do with brightening up. They had adequate storage and flat screen TV. Some had their own bathrooms, but the ones with shared facilities will hopefully, be changed into single bathrooms at a later date. Hand gel was available in all rooms and corridors.
Ian Munro
The corridors and rooms are more attractive and brighter than the Philip Newman ward, but will benefit from some refurbishment. All rooms have their own ensuite bathrooms and are adequate in size and facilities.. There was access to a patio which is popular in the summer with patients but unfortunately the paving looked uneven and dangerous and needs attention.
The sluice, linen, medical stores, kitchens and staff rooms were all clean and tidy.
Patient Interviews
Mrs P. was under the care of Professor Briggs. She needed a knee replacement and as she has private insurance, Professor Briggs recommended her to the private patient ward for her operation. Although she was dismayed at the appearance of the hospital on arrival, she was very pleased with the standard of care. She was now receiving physiotherapy, but was not yet mobile (operated on Saturday). She was very happy with the choice and standard of food. Because of previous problems in another private hospital, she was very nervous about the effect of the anesthetic, but she received reassurance from her anesthetist and the operation and recovery went very well.
Mr L.
He was referred here by Prof. Briggs for a hip replacement. He was prepared for the state of the buildings but has been very impressed by the care on the private ward compared with his experiences of previous admissions in private and NHS hospitals. ‘In every aspect, it was first class’. He was happy with his meals and the cleanliness of the room. All staff were very polite and helpful.
Conclusions
Sarah is fairly new in this post but has already instigated many positive improvements to the unit. She and Lesley, the ward manager, have initiated staff participation in the change of rotas and working practices and this has benefited staff morale and efficiency.
Sarah is working closely with the Finance Director to generate more income and hopes by 2011 or sooner. To reach a 10% income level . Sarah is proactive in working on plans to provide all rooms with their own bathrooms, improve décor and the hotel services.
Recommendations
We, as members of the Patient Group, strongly support Sarah and her team’s plans to attract more income for RNOH which will benefit all patients as well as those receiving private care. We hope the Trust will look favourably on her requests to make the necessary improvements outlined above, and we wish her luck in this venture.
Comments from PPU
Sarah Webb agreed with the report and had nothing to add.
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