Response no2 From Central Manchester University Hospitals NHS Foundation Trust.
www.whatdotheyknow.com/request/how_the_trust_ensures_proper_saf_4#incoming-351095
This was the trust that called me Mr. in their first response.
I think they score better than Western Sussex, though I'm not entirely happy with the answers here. The answer to 26 was the one that was eye brow raising. You are apparently no longer a 'patient' but a 'customer'. It made me wonder something a little alarming...
For you convenience, response is below:
1) When are Bounty Salespeople/Representatives allowed on post-natal wards?
Bounty staff have access during the normal working day Monday ? Friday, with the exclusion of medical ward rounds.
2) Is this inside or outside normal visiting hours?
Outside of normal visiting hours.
3) Do they sell bed to bed?
The Bounty Photographer will visit patients at their bed side. This is often the preferred location of families for their photographs as a memento of their stay.
4) Are they permitted on the ward unaccompanied and unsupervised by hospital staff?
The Bounty staff are accredited visitors to the Trust and therefore have access to the wards.
5) If Bounty Salespeople/Representatives are permitted on ward, how does the Trust ensure that they do not have any access to private or confidential information especially where part of their job is to collect data of patients for financial gain or work on a commission basis?
The Trust has a strict policy and subsequent procedure for safeguarding patient information. This is prevents any information being available for visitors to the ward areas.
6) How does the Trust protect the physical privacy of patients from Bounty? Arrangements are in place for all visitors requesting to visit patients to prevent any unwanted interruptions either due to procedures / examinations being undertake as a result of patient preference, or safeguarding issues. The reason for non-admittance is not disclosed and all regular visitors would understand and comply with this request.
7) What measures are in place for patients who do not wish to be approached during their stay in hospital?
See answer 6.
8) Does the Trust have a formal system to identity these patients to Bounty without revealing any personal details or details about their treatment?
See answer 6.
9) Has a formal assessment been carried out to assess whether patients' rights are being properly protected in the presence of a commercial party?
The Trust?s tender evaluation process gave due consideration to this aspect of the provision of the service.
10) Are patients informed about Bounty's commercial interest during ante-natal care so they can make an informed decision about whether they want to engage with a Bounty Salespeople/Representatives if they are admitted to hospital?
Bounty provide all women with an antenatal pack which highlights the services available if desired.
11) What procedure, if any, is in place to ensure that all patients are made aware that Bounty salespeople/Representatives will be on the ward upon their admission?
Answer: Women are informed during the antenatal period that a representative will attend the ward during their post natal stay, deliver postnatal packs and offer the opportunity to have photographs taken if desired.
12) How is this ensured in a hospital setting with patients who are a captive audience and who may also be within 24 hours of a general anaesthetic (and therefore unable to give informed legal consent), still under the influence of drugs, be in a heightened emotional state, recovering from a traumatic operation, suffering from a lack of sleep following a lengthy labour or otherwise more vulnerable than normal?
See answer to question 6.
13) Are Bounty Salespeople/Representatives clearly and easily identifiable as being not part of the hospital staff at all times?
Yes, Bounty staff are clearly identifiable both via their uniform and staff badge.
14) How do the Trust ensure that patients do not mistakenly think that Bounty nor any of the companies they represent are in any way affiliated to the hospital or NHS?
See answer to question 13.
15) Who is responsible for Bounty salespeople/Representatives on the wards?
Answer: Ward Managers are responsible in part for all visitors to the ward but Bounty staff are answerable to their line management. Regular monitoring of the Bounty Service is undertaken.
16) Are any hospital staff on the ward trained to identify aggressive or misleading sales practices to ensure the protection of patients?
No, although they are skilled in providing appropriate safeguards to their patients.
17) Does the Trust train Bounty staff in anyway about sensitivity, respect and privacy of patients, particularly where there maybe women and babies who may be experiencing additional complications or problems?
Answer: Our processes elicit appropriate assurances from service providers of the quality and nature of the training of any staff member who is given access to our Trust.
18) Does the Trust assess Bounty's staff training before any representatives are allowed on the ward?
See answer to question 17.
19) How does the Trust ensure that information being provided by Bounty or its representatives or on behalf of commercial organisations is in line with current Department of Health messages?
Appropriate senior clinicians regularly meet with Bounty to review the information provided.
20) Is this information regularly checked for any updates/changes?
See answer to question 19.
21) Are Bounty staff either properly trained to be able to accurately answer, or told not answer, any health related questions that might be raised by patients?
See answer to question 17.
22) How does the Trust deal with any complaints about Bounty staff?
This would depend on the nature of the complaint but the Trust has comprehensive complaints process and procedures for the referral of any staff member ? whether employed by our Trust or a provider organisation ? from the Trust site if appropriate.
23) How do you ensure that Bounty staff adhere to the same level of professional conduct as staff employed directly by the Trust?
See answer to question 17.
24) How accountable are Bounty held for any breaches of privacy or inappropriate sales practice?
This event has not occurred within this Trust although our normal procedures with providers would be followed. Any breaches of contract or terms of service provision would be addressed.
25) Does the Trust benefit financially, whether directly or indirectly, from the presence of salespeople/Representatives?
The Trust does financially benefit.
26) If so, how does the Trust ensure that the best interests of patients are not being compromised?
Please see responses to previous questions. Our customers have informed us that Bounty provide a service that they welcome.