How we look after you

Patient safety

Patient safety informs everything we do. It’s one of our six priorities and at the heart of our values – together, safe, kind, excellent. Everyone who works at Cambridge University Hospitals is responsible for patient safety.

Patient safety protects you against infections like MRSA, C.Difficile, Covid-19 and Norovirus. It prevents pressure ulcers, falls and blood clots through high standards of care.

Safe practice is a key element in all aspects of our work and future development. A major part of this is to encourage a culture of openness among our staff. This involves reporting incidents and concerns so that we can learn, act and improve.

We also listen carefully to what our patients say about their care. We encourage you to question anything you feel may affect your safety or wellbeing.

Infection Control

Infections aren’t fussy about who spreads them, so we all need to be careful. Here are some simple things we can all do to help prevent the spread of infections…

Wash and clean your hands thoroughly and regularly:

• Wash your hands with soap and water every time you enter and leave a ward or clinic. This will help protect you against the winter vomiting bug
• Wash your hands with soap and water after visiting the toilet 

Read more about how we're keeping our staff and patients safe from Covid-19 on our website.

Safeguarding adults

All our staff have a duty to promote and protect the right of every adult to live in safety, free from abuse and neglect. At CUH, we have processes to enable working with other health and social care services in the region. This is to address the risks of abuse and neglect and make sure adults' well-being is the main focus. Their wishes beliefs are taken into account when making decisions that affect them.

To ensure that this is the case, we have taken the following measures:

• We are a member of the Cambridgeshire and Peterborough Safeguarding Adults Partnership Board. (opens in a new tab) We are represented on all relevant subgroups.
• We conduct DBS (opens in a new tab) (Disclosure and Barring Service) checks on all new staff. This is according to NHS Employer guidelines and our own safeguarding policies.
• Staff are able to raise concerns on behalf of patients who are experiencing, or are at risk of, abuse or neglect. They can do this through the clear and well publicised referral pathway we have in place.
• Training is provided for all staff to:
  • ensure they understand our commitment to safeguarding
  • understand the Care Act 2014 (opens in a new tab) and the ‘Making Safeguarding Personal’ approach
  • are competent in identifying and appropriately escalating safeguarding concerns.
• We implement the Mental Capacity Act 2005 (opens in a new tab) and the associated Deprivation of Liberties Safeguards
• The Named Nurse for Safeguarding Adults is accountable for:
  • co-ordinating safeguarding duties
  • liaising effectively with partners
  • providing evidence of enquiries both internally and externally where required
• Adult safeguarding activities are presented quarterly and annually to the board of directors.

Safeguarding children

All staff have a duty to provide special attention to children and young people (under 18) while in our care.

To ensure this is the case, we have taken the following measures:

• We give reports on safeguarding children to the board of directors every six months.
• We carry out regular audits to check our systems and processes are effective
• We have clear procedures in place in the emergency department (A&E). Staff receive regular update training on safeguarding children
• We conduct DBS (opens in a new tab) (Disclosure and Barring Service) checks on all new staff. This is according to NHS Employer guidelines and our own safeguarding policies
• The annual mandatory refresher training includes training in safeguarding children. It is one of the components of the corporate induction programme for all new starters
• Named nurses and doctors have specific responsibility for safeguarding children within our hospitals. They understand their roles and have enough time to fulfil their responsibilities.

Privacy and dignity

• We respect the dignity, privacy and independence of everyone who uses our services.
• We will always work to maintain your privacy, dignity and modesty
• Our staff should always treat you without discrimination and within the law.
• We should recognise individual differences and respond to these with sensitivity.
• We have a responsibility to make your time with us as pleasant as possible.

We know that sometimes we may need to compromise these principles to give the best treatment. In this case, we will make every effort to minimise the impact. Where possible, we will always discuss this with you. We will ensure that you understand the issue and its effect.

Members of the opposite sex - what to expect when in hospital

Other than in exceptional circumstances you can expect:

• The room where your bed is will only have patients of the same sex as you
• Your toilet and bathroom will be for your gender only and will be close to your bed area. You will not have to walk through areas designated for the opposite sex
• You may share some communal space, such as day rooms or dining rooms. It is very likely that you will see both men and women patients as you move around the hospital. For example, on your way to X-ray or the operating theatre.
• It is probable that visitors of the opposite gender will come into the room where your bed is. This may include patients visiting each other
• It is almost certain that both male and female nurses, doctors and other staff will come into your bed area.
• If you need help to use the toilet or have a bath (e.g. you need a hoist or special bath) then you may need to use a “unisex” bathroom. A member of staff will be with you, and other patients will not be in the bathroom at the same time.

Sharing with members of the opposite sex will only happen when it is:

• Clinically necessary. For example, if you need specialist equipment e.g. in intensive care and high dependency areas
• Or patients choose to share. For instance, in the dialysis and chemotherapy unit

Chaperones

Protecting the privacy and dignity of patients is a key part of our core values.

Outpatients or inpatients may want to have a chaperone during an examination/procedure. It’s our policy to do everything we can to provide this.
A chaperone may be a friend or family member, or even your care support worker. This is an ‘informal chaperone’.

If there is no-one to fulfil this role for you, you can request a member of staff to go with you. This is a 'formal chaperone'.

In some cases, it’s mandatory for CUH to provide a formal chaperone. For example, situations involving the care and treatment of ‘adults at risk’ (Care Act 2014 (opens in a new tab)) where the patients may be subject to the safeguards associated with the Mental Capacity Act 2005 (opens in a new tab) and ‘best interests’ decision-making processes.

If the examination is ‘intimate’ in nature, a formal chaperone is also required.

The role of the chaperone is to provide help with the examination. They are also there to support the patient, family member/carer, as well as the person examining.

In an emergency where the patient requires urgent care, a chaperone is still required. This may be skipped if it is in your best interests.

Understanding and expectations of ‘intimate’ examinations can vary depending on background and beliefs. Please ensure you let us know your preferences.

Chaperoning children

Our policy specifies that all children under 18 must have an adult with them at appointments. A chaperone will also be present for all examinations. Trained members of staff perform the examinations. They will always explain the examination to you beforehand.

There will be a discussion for older children making the transition to adult services. A staff member will explain the adult chaperone policy to them.

ReSPECT

ReSPECT stands for Recommended Summary Plan for Emergency Care and Treatment. Clinicians and patients have collaborated to develop it on a national scale.

It is an individual plan which you can put in place to help ensure you get the right care and treatment. This plan is for anticipated future emergencies where you are no longer able to make choices.

Health professionals will have conversations with you to inform the plan. They will discuss what outcomes are most important or most feared by you.

They use this information to make a series of clinical recommendations. This includes a recommendation about attempted resuscitation (CPR) in partnership with you. This is then recorded on a ReSPECT form.

Some patients will wish to take their ReSPECT form home with them.

ReSPECT is also recognised by:

• ambulance services
• nursing homes
• hospices
• wider health care community.

If you have any questions, please email resuscitation services.

Clinical ethics forum

Making decisions about healthcare can sometimes be difficult or confusing. Conflict over choices can cause ethical dilemmas. These may relate to values or personal or religious beliefs.

The Clinical Ethics Forum offers advice about complex ethical issues within patient care.

Our Governors and representatives from various clinical departments make up the multidisciplinary forum.

It aims to aid staff and others involved to discuss concerns/conflict over care decisions. These decisions include, but are not limited to:

• Beginning of life decisions
• End of life decisions
• The decision to offer treatment or not

At a Clinical Ethics Forum meeting, members hear from the parties involved to understand all issues/concerns.

They also provide treatment or decision opinions in any given case. This helps the health care team to agree on the ethically permissible options.

Armed Forces Covenant

We recognise the value brought to our organisation by:

• serving personnel
• reservists
• veterans
• military families.

We are committed to the Armed Forces Covenant (opens in a new tab).

Please see our Armed Forces Covenant webpage to find out more.