Patient Experience Team

South Tyneside parts of the Trust can access Interpreting and Translation Services from a provider called Everyday Language Solutions.

You can contact the new provider in a number of ways:

Main office number 01642 603203.

Out of hours number 07831356809.

Email address for bookings, queries etc. info@everydaylanguagesolutions.co.uk

Email address for document translations: translations@everydaylanguagesolutions.co.uk

Website for booking, info etc:  www.everydaylanguagesolutions.co.uk

The staff at Everyday Language Solutions will be happy to help with any questions or queries you may have and they operate a service 24 hours a day.

Patient experience surveys - Friends and Family Test 

The Friends and Family Test Survey is now available online. Posters should be displayed within your department or ward with the relevant QR code and web link on for patients to scan. Postcards should also be made available for patients, so they are able complete the survey at a time most convenient for them.

Some of the key benefits of moving to the online system include the range of survey options available for the patients, increasing the accessibility and inclusion for all. There are now standard, easy read, emoji-themed and space-themed versions. Alternative language options are also in development.

With the feedback being streamed live, any survey completed on line will be available to view in real time, so we encourage this as the preferred method of collection.

A summary report will be circulated to your service at the end of each collection period, however, by using the web link here you can log into your interactive feedback portal to gain a greater insight to what patients are telling us.

If you have any questions in relation to the Friends and Family Test or logging in to the online portal please email: stsft.patientexperienceteam.nhs.uk

From June 2022 South Tyneside and Sunderland NHS Foundation Trust launched a campaign to recruit volunteers into the Trust. Volunteers play a valuable role and they support in a range of different roles across both the acute and community settings. 

People get involved in volunteering for a variety for reasons, but all our volunteers generously give their time and energy to make a difference. Volunteers often spend time talking and listening to patients and are a valuable non clinical confidante for those who feel vulnerable or isolated. Volunteering not only benefits the volunteer, the patients and families but it adds value and provides significant support to staff, by allowing staff to free up time to prioritise clinical care. 

The Patient Experience Team have worked with Recruitment Services to streamline the volunteer recruitment process ensuring it is accessible to all. All volunteers undertake a training and induction programme and are assigned a department buddy during their first month of volunteering. We ask all ward/department managers to continually encourage and support volunteers in their area. 

Additional training for specific volunteer roles such as Mobility and Dementia Friends have been developed with specialists in specialist areas. We have a number of these roles available for volunteers and are currently looking at developing further roles. 

If you have any suggestions on developing new roles please contact the Volunteer Liaison Coordinator or the Patient Experience Team on the numbers listed below. 

Current roles available are:

• Dementia Friend 
• Dining Champion 
• ED Volunteer
• Haven Court
• ICAR
• Mobility 
• Navigator 
• Pharmacy
• Ward Activity Coordinator 
• Ward Helper

Applicants can now apply through www.stsft.nhs.uk using the new QR code to take them to the new role descriptions and application form. 

As part of our campaign, we will be visiting the local community, schools, colleges and universities. We welcome volunteers from all abilities, background, cultures and beliefs and have recently lowered our volunteering age to 16. 

For further information on becoming a volunteer at STSFT please contact:

• The Volunteer Liaison Coordinator 0191 5656256 ext 49172 or direct line 0191 5699172
• The Patient Experience Team 0191 404 1000 ext 2918 
• Email: stsft.volunteer@nhs.net 

A carer is anyone, including children and adults who looks after a family member, partner or friend who needs help because of their illness, frailty, disability, a mental health problem or an addiction and cannot cope without their support. The care they give is unpaid.

Carer's Charter

Our carers charter is our commitment as an organisation to support our carers. We have identified six key priorities. To find out more please click here. 

Carer's Passport Scheme

Carers are extremely important to our patients and know them better than most, so whilst the person they care for is in our hospitals we are committed to support them continue their caring role if they wish to do so.

Our Carer Passport Scheme helps to identify carers at the earliest opportunity and encourages a discussion regarding the care they provide and agree how they can continue to support the patient whilst in our care.

The Carer Passport Process – this step by step guide provides further information about the implementation of the Carer Passport Scheme

Two key features:

Carer Pass

• The introduction of the Carer Pass aims to identify carers early, preparing them for either a planned appointment or unplanned emergency visit
• Trust staff or partner organisations are able to issue a Carer Pass to identified carers
• Pop out card should be kept by carers to show to staff during any visit to the hospital

Carer Passport and Carer Partnership Agreement

• If the person they care for is admitted to hospital and the Carer wishes to continue any aspect of their caring role, a Carer Passport can be initiated
• Only Ward Mangers or the nurse in charge can issue a Carer Passport
• A Carer Partnership Agreement will be discussed and completed by the Ward Manager/nurse in charge and Carer
• The Carer Passport ID badge will identify the carer, the patient, date of issue and ward and must be fully completed
• The Carer Passport is only valid for the duration on the ward it was issued
• If the patient is transferred to another ward or readmitted at a later date the Carer Partnership Agreement would need reviewed and a new passport card issued

Please note: The Carer Passport is not an extended visiting tool, it is for those carers who wish to continue any aspect of their caring role, from Physical Support to Emotional support and well-being.

To view Carer Passport Resources please click on the following links:

Carer Passport Poster

Carer Passport Leaflet

Carer Partnership agreement 

Carer Awareness Training Module 

Coming soon...Carer Awareness and Carer Passport Training video link

John's Campaign

We support Johns Campaign and have signed up to this pledge:

'We aim to work in partnership with carers as part of our commitment to provide high quality care for our patients. Carers for dementia patients are offered extended and flexible visiting hours to meet the needs of the individual, in support of John's Campaign’

For more information about how John's Campaign supports patients with dementia please click here

Local support for carers

Our local Carers Centres offer information, advice, and guidance to carers in the local area. They can offer opportunities to meet with other carers and links to organisations for onward support.

• South Tyneside Adult carers service  Telephone: 0191 4061531 Email: STACS@cgl.org.uk
• South Tyneside Young Carers Service. Telephone 0191 4661389 Email:styc@humankindcharity.org.uk  
• Sunderland Carers Centre Telephone 0191 5493768 Email:contactus@sunderlandcarers.co.uk
• Durham County Carers Support Telephone 0191 0300 0051231 Email: admin@dccarers.org
• Carers UK Helpline Telephone 020 73784999 email www.carersuk.org

Sharing information with unpaid carers

Please click here for more information and advice for those being cared for, carers and health and care professionals about how to share confidential information about an individual to support their care.

1. Learn from patient feedback and aim to be in the top quartile in the national in-patient survey
2. Ensure that patients are involved as much as they want to be in decisions about their care and treatment by monitoring, audit and feedback from Multi-agency partners
3. Provide a safe and secure, clean and comfortable environment for our patients and their carers/families by monitoring hand hygiene compliance and infection rates
4. Ensure that patients receive adequate information and support for safe discharge from hospital by monitoring and audit
5. Ensure that all patients and specifically those with physical , mental health and learning disabilities receive person centred care based on their needs and preferences and that we work within the Mental Capacity Act (2005) and consult with others where appropriate.