Picture books, videos and personalised tools – SpaMedica rolls out scheme to benefit vulnerable NHS cataract patients across country
A new initiative is raising the bar in supporting people with disabilities and healthcare conditions, such as dementia, who require cataract surgery.
Two healthcare workers at SpaMedica’s Newcastle-Under-Lyme hospital are behind the transformed approach, after observing first-hand how some of the most vulnerable NHS patients struggle with the journey of undergoing cataract surgery.
Registered nurse Kerry Harrison and senior healthcare technician Hannah Young made it their mission to tailor the hospital experience, identifying new ways of adapting practice to better address the challenges and anxieties faced by those who found it hard to read or understand the standard materials used to describe the surgical process.
The fruits of their labour – overhauling procedures to set new standards of care – have now been introduced across all SpaMedica’s 37 hospitals.
Before joining the UK-leading cataract surgery provider, Kerry worked in the NHS and in a private hospital for 13 years across all aspects from surgery, including ophthalmology. In her role at SpaMedica, she accompanies NHS patients through the entire process, from admission to discharge – and the focus, Kerry says, is always on the person.
“Every patient is different,” she explains. “Although they go through the same procedure, we might have a patient with mobility problems, or they might have dementia, or maybe there’s a language barrier. What is critical is our commitment to treat everyone as an individual. It’s patient-centred care, rather than just ticking a box to get the surgery successfully completed.”
Unlike Kerry, Hannah Young, aged 24, had no previous ophthalmology experience when she joined the SpaMedica team. But with a background as a carer in a specialist home for people with dementia, Hannah recognised there was an opportunity to go above and beyond, by tailoring their support for patients who are more vulnerable.
“Although there was some specialised care in place, for me, based on my background and also my personal experience – my sister is disabled – I felt there was even more that could be done,” explains Hannah.
“When a patient with a disability came into the hospital, I found it really difficult to not get involved in their care, making sure they fully understood all that was involved and they were comfortable. I felt like something more could be done that would guarantee that specific needs are identified early on, ensuring that the patient is 100% supported.”
Kerry adds: “What highlighted it to me, particularly, was when a patient with learning disabilities visited us for an appointment, accompanied by a social worker. This lady was illiterate so she couldn’t read the materials we’ve developed to ensure our patients know what will happen before, during and after their surgery.
“Rather than follow what would be a traditional pre-assessment for her, we tailored our care and did a completely different assessment, which focused on her emotional needs and any triggers that might make her upset. That’s when I realised there was an opportunity to introduce a more bespoke and flexible model that would make a real difference to patients who need our care and attention the most.”
As part of the initiative, Hannah and Kerry have designed picture books, describing the patient journey from pre-assessment, to surgery, to post-op care, using photographs taken around the hospital.
“We had a patient with disabilities visit us soon after we made these books and he confided that he hadn’t slept for two days because he was so worried about coming,” says Hannah.
“He told us that he liked to know what was going on, but he didn’t always understand what was happening. By seeing it for himself in this picture book, it helped him to relax. And he was able to keep referring to it when he became anxious. He said it made a huge difference to how calm he felt going to theatre.”
Kerry adds: “For our female patient who’d been joined by her social worker, we recognised that she would be unable to read our discharge instruction leaflet, so we developed her a personalised video, because she loved to watch television. In it we described post-operative care by recreating the act of taking off her eye patch and how to administer eye drops. Her social worker assisted by setting an alarm on her mobile for her, which prompted her to watch the video every day. It meant she could handle her post-surgery care herself and keep a sense of independence, which is hugely important.”
Both Hannah and Kerry recognise that it is thanks to SpaMedica’s work environment that they’ve been empowered to develop the programme.
“SpaMedica treats thousands of NHS patients for cataract surgery so we were proud to be able to channel our time and resources to implement this kind of personalised programme of care,” says Kerry. “If we can accommodate those who are more vulnerable and ensure their experience is top level, then that’s what we’ll do. It’s about giving them emotional support as well as physical.”
Official versions of Hannah and Kerry’s picture books have now been produced and distributed to all SpaMedica hospitals. “We didn’t expect it to go around the entire business,” adds Hannah. “I think that’s what I love most about working here. It’s the recognition this project has had. It’s gone so far from an idea in my head. It’s making such a difference to patients.”
Kerry echoes Hannah’s comments, adding: “We’ve had patients cry tears of joy when they come out of theatre, because they’re absolutely over the moon and we’ve all stood there crying with them. And that’s what it’s about – the personal touch. The patient is never just a number; we make sure their care is bespoke.
“We all work hard together to achieve the same goal, which is patient satisfaction. It’s like seeing a miracle unfold before your eyes.”