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RD&E initiative aims to improve patient – staff communication
A new initiative has been launched by the Royal Devon & Exeter NHS Foundation Trust to assist patients and hospital staff with communication difficulties.
Any patient or carer with a communication difficulty or disability can have the new Access Support Card. They will be able to show the bright yellow card to hospital reception staff on arrival for an appointment at the RD&E to indicate they will need extra support or assistance.
Four key actions which could be prompted by showing the Access Support Card are:
- Where possible any future appointments are made before the patient leaves the hospital
- Information is provided in a way the patient can understand – for example as interpretation / translation services, Braille, audio, large print, easy read format
- Appropriate support is available for the patient to access their appointment for example, hospital volunteers sitting with patient or guide them to a room
- Patient notes have a Specific Requirement symbol to flag to staff extra support the patient needs
The Access Support Card includes the patient’s NHS number and an emergency contact number.
Director of Nursing and Patient Care Marie-Noelle Orzel said: “We are hoping this card will improve the support we give to patients with communications difficulties and their carers.
“The card will assist staff who might otherwise have made assumptions or not realised that the patient needed extra support. From our patients’ perspective, we hope the card can reassure them that we are prepared and can offer the support they need. The card promotes independence for patients who may sometimes need someone else to accompany them.
Pictured above at the recent RD&E Open Day promoting the Access Support Card: (L-R) DEAG wheelchair users representative Blondell Lilley, hospital trolley shop volunteer; Bobbie Martin, and DEAG representative for Acquired Brain Injury and Cerebral Palsy, John Powell.
“Our hospital Trolley Shop volunteers funded the purchase of 2,000 cards. We are hoping to work with other hospitals and healthcare organisations so that this card can be adopted more widely.”
The card scheme was suggested by Liz Jennings, Learning Disability Liaison Nurse and member of the RD&E Disability Equality Action Group (DEAG), after hearing of a similar initiative in Torbay.
Mr John Powell, DEAG Service User representative for Cerebral Palsy and Acquired brain Injury, said: “I am confident that the Access Support card will become a valuable asset in the treatment of patients who require special care. The card will act an immediate signal to staff regardless of their role within the hospital that the patient has a specific requirement. Anything that works to reduce the stress and anxiety usually associated with these situations is of major benefit to the patient groups DEAG wants to assist”.
How to get an Access Support Card
Click here for an Adobe Acrobat version of the Access Support Card Application form
Click here for a Microsoft Word version of the Access Support Card Application form
They can also be collected in person from the Health Information Centre in the main reception concourse area at the RD&E Wonford.
Information about the RD&E Access Support Card is available from Natalie Stone on 01392 402187 or by email natalie.stone@rdeft.nhs.uk and Liz Jennings 01392 402237 or email liz.jennings@rdeft.nhs.uk.