Patient Experience at The Horder Centre

We are driven to create the best possible environment for our patients, ensuring their safety, comfort and wellbeing at every point of their journey is catered for to the very highest standard. This is reflected in our extremely low infection rates, our high levels of patient feedback and our excellent clinical outcomes.

In addition to this, we focus on other important elements such as ensuring our patients are provided with fresh nutritious food to enhance their recovery and wellbeing, and also caring for patients with pre-existing conditions that may require a different approach such as dementia.

Cleanliness

To prevent the spread of infection it is crucial to follow stringent infection control procedures. All staff who work for Horder Healthcare are fully trained to ensure they continuously meet our exceptional levels of hygiene and cleanliness. Our own housekeeping team ensure the hospital standards are exceeded.

Staff and visitors are requested to wash their hands and use alcohol gel before and after they have been into patient areas to help prevent and control any infections. We also ask that visitors do not sit or lie on the patient’s bed, to prevent germs that may be on clothing coming in to direct contact with a patient’s wound.

As a precautionary method, we also request that visitors do not come to the hospital if they are unwell e.g. suffering from diarrhoea, vomiting, flu or chicken pox. If visitors have any doubts they should check with ward staff before visiting.

The Ward Sister ensures that cleaning regimes meet our strict standards and daily checks are made by the Housekeeping Supervisor. Monthly internal audits by the Hotel Services Manager take place against national specifications set by The National Patient Safety Agency (NPSA) to ensure the highest standards are maintained.

Environmental assessments have been conducted annually to check the cleanliness of the hospital and results have always been worthy of praise. Since April 2013 these assessments changed to become Patient Led Assessments of the Care Environment (PLACE) with patient assessors leading and assisting with the audit. The results will continue to be registered with the Care Quality Commission (CQC).

The level of a hospital’s cleanliness is a key contributor to the rate of infection spread. At Horder Healthcare, we are proud of our extremely low infection rates.

Privacy and Dignity

Every patient has a right to receive high quality care that is safe, effective and respects their privacy and dignity. As an inpatient at The Horder Centre you will have your own room and shower and toilet facility. If recovering from a day surgery procedure you will have your own cubicle to recover in with access to single sex bathroom facilities.

You may share some communal space, such as day rooms or dining rooms, however you will choose whether you wish to use these areas. It is likely that you will see both men and women patients as you move around the hospital. It is encouraged that as soon as you are fit enough you will wear your own clothes to support independence and enhance privacy and dignity.

Care for patients with dementia

In 2016 Horder Healthcare launched The Butterfly Scheme across both The Horder Centre and The McIndoe Centre. The Butterfly Scheme provides a system of effective care for those with dementia or experiencing memory problems.

All clinical staff at Horder Healthcare are given a training session by the Butterfly Scheme co-ordinator so that they can offer good dementia care to patients who need it.

The Butterfly Scheme has been adopted by more than a hundred hospitals across the UK where the butterfly logo is used to show patients that staff and carers have been equipped with the essential skills, meaning patients can receive care that is tailored to their needs. All staff that interact with patients are trained to offer a specific five point targeted response so they can provide reliable and insightful support.

For more information regarding The Butterfly scheme please visit www.butterflyscheme.org.uk.

Freshly prepared food

We believe that food has an important part to play in not only the physical recovery of our patients but also their wellbeing too. Undergoing major surgery and staying in a hospital can seem daunting, which is why we provide our patients with flavourful, fresh nutritious food that can help provide a little comfort at this time.

Our team of trained chefs freshly prepare every meal from scratch. Seasonality and food provenance is extremely important to us so we source ingredients and suppliers locally where we can, this helps reduce miles from ‘gate to plate’ and increases the quality of our food too.

Our recipes are created by our Chef Manager and approved by an external nutritionist to ensure they are balanced and offer the right amount of nutrients to aid recovery after surgery. They produce a varied and interesting menu to suit all tastes and cater for any special dietary requirements.

Food for Life Served Here award

We are delighted to have achieved a ‘Food for Life Served Here Bronze Award’ from the Soil Association for serving meals that are good for our climate, nature and health at both our hospitals, The Horder Centre and The McIndoe Centre.

Read more

Modern kitchen facilities

Our modern kitchen and dining room was opened in 2014 by ‘Masterchef: The professionals’ winner Steven Edwards. Specially designed for patients and staff to create a light and natural environment and reflecting the Ashdown Forest nearby, this space is a wonderful area for patients to sit with visitors and family and enjoy a meal outside of their room. We also have our own herb gardens which we use in our cooking to add enhanced flavour.

Steven created a signature dish to celebrate the opening of the kitchen, this delicious recipe is a real favourite with patients and we are delighted to share the recipe in our Healthy Living section should you wish to try at home.

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Horder Healthcare provides the highest quality services to NHS, privately insured and self pay patients, from initial consultation and diagnostic tests right through to surgical treatment and rehabilitation.

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