Manchester Royal Eye Hospital (MREH) is a dedicated facility providing a comprehensive ophthalmology service to central and Greater Manchester. It is the busy hub of a continually developing network which includes outpatient services at CMFT’s Trafford and Altrincham hospitals as well as a dedicated cataract centre at Withington Community Hospital. MREH staff (under its ‘MREH@’ branding) deliver some ophthalmology services for patients at other DGH and community sites.
All MREH staff are trained centrally so that there is a consistent approach to care provision. Standardising core competencies provide clinical assurance and this is reinforced by weekly site visits and one-to-ones between the MREH matron in charge of those areas and the unit managers.
Assurance is sought by monthly quality care rounds (QCRs) by the unit managers looking at, for example, cleanliness, patient safety and nutrition, and reports on these are submitted centrally. All areas have an electronic patient experience tracker completed by patients and/or carers. Again these are uploaded centrally and the results published on the trust website. A recent addition has been the monthly matron quality round, a shortened version of the QCR.
Patients attending outpatient and the emergency eye department are also asked to complete the Friends and Family Test asking whether they would recommend the MREH.
The trust runs a ‘Brilliant Basics’ campaign whereby every three months nurses and midwives focus on one of four ‘fundamentals of care’: communication, harm-free care, leaving our care and care and compassion. These areas are closely aligned to the trust’s nursing and midwifery strategy.
Optimal performance is further encouraged by the improving quality programme (IQP), an award scheme for outstanding care and practice. The ophthalmology day case unit has retained gold for the past four years and the MREH outpatients department was chosen as the pilot site for IQP in January 2017.
The MREH runs regular staff engagement sessions which are chaired by the divisional director and well attended. There is also a “thank you card” system where staff can nominate other staff members who they feel are deserving. This is then presented by the divisional director, head of nursing and human resources business manager.