Annual General Meeting (AGM) 2021

AGM Header

NELFT Annual Report and Accounts 2020-2021

Minor Injury Unit

About us

The Minor Injuries Unit is committed to delivering high quality, individualised care to all patients who present with a Minor Injury, treating them according to current evidence base and NICE guidance. It is a walk-in service that does not require a referral or an appointment prior to attendance and is an alternative emergency care option to A&E, for a minor injury.

The Team is made up of both qualified and unqualified nurses supported by a team of administrators, delivering a model of care that supports care closer to home and therefore, more convenient to a patient’s individual needs and lives.

The service ensures that patients are able to make an informed decision regarding treatment/intervention and that any risks are identified and minimalised. Onward referrals are completed as necessary to the appropriate specialism if the clinical presentation is outside the remit of the MIU. 

Key achievements 2020/21

A key achievement has been the implementation of a Streaming Process.

This is a process of allocating patients to the most appropriate health care professional/health care setting. The purpose of streaming is to clinically prioritise patients’ health care needs and to ascertain whether it is appropriate for them to be seen in MIU or to re-direct them to another service provider e.g. A&E, GP etc.

This ensures the attendee is given a decision regarding when and where their treatment is required within 15 mins of initial presentation. Ensuring that the best outcome for the patient is achieved. 

Feedback / Testimonials

A 56 year old gentleman attended MIU with a laceration to his lower leg from an electric saw.  His wife drove him to MIU after first attending Basildon A&E and finding it working to capacity. He was seen by an ENP within an hour of attendance. His wound was assessed, closed, and a dressing applied. He was discharged home with advice of how to look after the wound and to return if concerned.

The following day, his son attended MIU after cutting his chin open. He was seen almost immediately on arrival and again received treatment.

Both of these attendees would, by their own admission, have attended Basildon A&E, but instead were treated with care, compassion and professionalism as reflected in the compliment slip at MIU. 

This patient’s story highlights how the MIU service provides an alternative emergency care management pathway with better outcomes.

Contact us 

Jan Minter –
Lizzie Lewis –

Waltham Forest Recovery College

About us

We offer a range of free recovery-focused, trauma-informed educational courses and workshops designed and delivered by our Recovery College staff with a combination of personal and professional experience, working together in equal partnership.

We take an educational approach, guiding people to discover ways to support wellbeing and move forward at a pace suitable for each person.

We welcome anyone accessing Waltham Forest Mental Health services, caregivers and NELFT staff.

Key achievements 2020/21

The Recovery College successfully transitioned to an online delivery of our service throughout the lockdown restrictions, providing opportunities for our students to continue to keep connected and feel supported whilst exploring how to manage our mental health and wellbeing during this time.

We designed and delivered a number of brand new courses and received outstanding feedback from those who joined us. Including Trauma Informed Recovery, The Gift of Gratitude, CHIME for Health & Wellbeing, Reading for Recovery, Building Confidence, Breaking Down Stigma, Building Resilience and many more.

In this time we also provided opportunities for those who might otherwise by digitally excluded and strengthened our links with the community by arranging community visits with our students to Walthamstow Wetlands, The Mill, The Feel Good Centre (Sport for Confidence).

We worked in collaboration with other organisations and NELFT staff to co-produce courses, including NELFT clinical psychologists, dieticians, researchers, and more widely with the Coping Through Football project, money management charity organisations and more.

We introduced and produced regular newsletters with the latest information about our work and opportunities available for students and launched our Twitter account. Our new Autumn Prospectus 2021 is also now available to download here: Autumn Prospectus 2021

Feedback / Testimonials

“I loved this course! It’s empowered and supported me in my recovery and I can’t thank the trainers enough. I like the experience and depth of knowledge of the trainers and providing info about a wide range of treatments, resources and recovery help.”

“The tutors are very supportive, encouraging us to not let the past define us, but be assertive in becoming the best we can. They allow each person to develop their own ideas and ways to take back control of their lives."

Contact us

Waltham Forest Recovery College

Jane Atkinson Health & Wellbeing Centre
Thorpe Coombe site
714 Forest Road
E17 3HP

Follow us on twitter for more updates:

Visit our website page to find all our publications:

Email us with any thoughts or queries:

Leave a message/call us on: 0300 300 1546

Recovery College logo


Recovery college tennis players

Recovery college flyer 

Intensive Support Service (ISS)

About us

The ISS is tasked with delivering admission prevention services across two pathways of care.

The A&E pathway operates 24/7 and provides timely assessment of young people and families presenting in mental health crisis. The Community Pathway offers intensive support by a blended mix of face to face, phone and online (where appropriate) using evidence based brief interventions to young people who are at risk of mental health crisis with a view to prevent the need for admission to either T4 or A&E.

Key achievements 2020/21

  • Reduction in A&E assessment admissions: 328 reduction (Appendix 1)
  • Reductions in T4 admissions: 166 reduction (Appendix 2)
  • April 2021 saw record breaking referral rates from A&E across all 5 A&E’s and the teams continued to operate at a response average of 90minutes. (Appendix 3)
  • Continued to operate all pathways of care providing full range and quality of interventions across COVID evolution
  • National recognition for our COVID operations and general practice within the CAMHS network

Feedback / Testimonials

Please take a look at our compliments scrapbook which we are proud to say is packed with compliments about our service. 

Intensive Support Feedback Scrapbook

Contact us

Adam Digby (07976427404)
Nyasha Gobekile (07970155005)

Appendix 1

Appendix 1

Appendix 2

Appendix 2

Appendix 3

Appendix 3

Freedom to Speak Up (FTSU) Service

About us

The Freedom to Speak Up service in NELFT aims to promote an open and transparent culture to ensure all staff feel encouraged and supported to raise concerns that they may have. It provides a confidential channel for support and guidance; it encourages colleagues to raise concerns locally and ensures any concerns raised are handled appropriately in an open and transparent way. It represents and champions the Freedom to Speak up requirements and highlights any concerns with the Trust Board and where appropriate at a range of levels within the organisation’s overall governance framework.

Key achievements 2020/21

In the autumn of 2020, the Freedom to Speak Up Champion Network was developed in which twelve colleagues across the organisations volunteered to join the network to champion speaking up in their services and directorates. In Spring of 2021, 5 more FTSU Champions joined to further expand the reach of the network across NELFT.  

NELFT has been shortlisted for the Health Service Journal Freedom to Speak Up Organisation of the Year Award. This recognition highlights the work done across NELFT in how it has responded when workers have spoken up, how it has supported the work of the Freedom to Speak Up Guardian and how it has shared its learning and improvement across the wider health system.

Feedback / Testimonials

“I was buzzing with the relief of feeling heard after speaking with the guardian.”

“Thank you so much to (FTSUG) for all the help/guidance and for making me feel safe and reassured that it is okay to speak up when something is wrong.”

“Felt heard and support(ed) during the national crisis with suggestions of how to improve working conditions.”

Contact us

The Freedom to Speak Up Guardian, Kate Pollock, can be reached via

Mobile: 0776 682 0056

FTSU logo

poster giving details of the freedom to speak up service

Broadway Theatre LD/SMI Covid 19 vaccination clinics

About us

In March 2021 dedicated COVID-19 vaccination clinics were set up for people with LD/SMI following identification of low uptake amongst these vulnerable groups. This was a collaboration between the GP Federation and the NELFT B&D CRT and CLDT services to support people within these groups who needed better and more personalised care. A series of adaptations were implemented to make the vaccination experience as friendly, comfortable, and positive as possible.

Key achievements 2020/21

  • 176 LD/SMI people were vaccinated along with 80 carers supported by clinicians from the CRT and CLDT services. The LD/SMI people vaccinated ranged from 17 to 69 years of age with an average age of 41, split into 107 male and 69 female. There were no declines.
  • 175 LD/SMI people, 98 male and 77 female, along with 64 carers were vaccinated at the second session. Again there were no declines.

Feedback / Testimonials

"Thanks must go to NELFT for their assistance in getting these running. Proper system working!"

Craig Nikolic , Chief Operating Officer, Together First CIC, Barking & Dagenham GP Federation.

Contact us

Stephanie Sullivan
Head of Adult Mental Health Services
Barking and Dagenham Integrated Care Directorate
North East London NHS Foundation Trust
Community Recovery Services
Barking Community Hospital
Upney Lane
IG11 9LX

Tel: 0300 555 1201 ext: 67226
Mob: 07703 608204


Vaccination day

Integrated Respiratory Team - Care Home Project – COVID Pandemic

About us

In March 2020 many specialist teams were re-deployed to support other front-line services due to the COVID-19 pandemic. Part of the respiratory team were redeployed to the ICTS.

The team wanted to use their skills and knowledge to support their colleagues, but also improve patient outcomes and experience in very challenging times.

Many care homes were not allowing staff to enter their home as concerns over the spread of the virus. The team noted that many care home residents had underlying respiratory conditions, that if not managed early, could result in hospital admissions and a further risk of contracting COVID-19.

The team headed up by a physiotherapist, decided they would go into care homes and regularly review, assess, and manage the patients with any underlying respiratory condition.

By doing this, not only did they reduce various services needing to enter the homes, such as ICT, UCRTs, they prevented unnecessary admissions by picking patients in respiratory distress early and putting in appropriate care plans, they diagnosed and assessed new patients who may not of had this assessment during the pandemic due to many services being reduced or paused, and built good relationships with local care homes .

In August 2021 their poster based on this project was entered for an award by the British Thoracic Society.

The team have also been shortlisted for an award by the BWJ.

Key achievements 2020/21

  • Reduction in unnecessary hospital for patients in care homes with an underlying Respiratory condition.
  • The team being nominated for two national awards based on this project.

Feedback / Testimonials

Care homes have stated they felt supported, the team responded immediately to any concerns, and residents were safely managed within the care homes where in other circumstances the homes may have referred the resident to the acute for management.

Contact us

Health Way Foundation – NELFT’s Charity

About us

Health Way Foundation is an NHS charity which focuses on helping our NHS do more. We fund projects relating to Trust environments, patient activities, staff wellbeing, innovation and non-essential equipment in order to help patients access the best possible care when they need it the most.

We also work with volunteers and provide an important link between the Trust and its communities.

We ensure that any donations received are used to reach above and beyond what the NHS alone can provide, touching lives and making a huge difference to millions of people when they are at their most vulnerable. 

Key achivements 2020/21

In 2020/21 we invested £103,000 in granting wishes for patient / staff benefit and distributed £165,000 worth of gifts in kind to hard working staff and patients (such as chocolates, fruit, hygiene products, personal protective equipment, soft drinks, plants, books, Samsung tablets, toy cars for the children services and a lot more). We ran successful fundraising events with 485 people signing up to the first step challenge. We received a total of £410,000 in donations in 2020/2021 and raised an amazing £225,000.

Feedback / Testimonials

Where summer holiday activities were funded for the service users of Kent and Medway Adolescent Hospital, it really helped staff to engage with service users during that time and ensured that the service users were able to enjoy themselves over the summer and gain new experiences and skills.

Contact us

To find out more about us and to support us, please visit or email

Health Way Foundation infographic

Health Way wishes  

Health Way vision

Barking & Dagenham End of Life Care

About us

The Barking & Dagenham End of life care facilitator supports practitioners in B&D to deliver end of life care to patients. This includes GPs, care homes and B&D NELFT services such as long term conditions and the Memory Service.

Ongoing training sessions are provided in addition to case management support.

Key achievements 2020/21

The Facilitator provided End of Life Care training and support for all redeployed staff, including medical staff, working on the new wards set up in Goodmayes Hospital. The Facilitator visited the Nightingale Hospital at the Excel to scope if the wards could take non-COVID patients for end of life care to free up hospital beds in the inner London area.

Support was given to care homes for dying of COVID and for care home staff who were feeling anxious and uninformed about COVID and PPE.

Feedback /Testimonials

Renata Kindereviciene, manager of Park View Nursing Home – a care supported by the Facilitator 

Dr Mike Devine, Consultant in Old Age Psychiatryregularly refers dementia patients and their families to the EoLC Facilitator 

Signs Machachi, Lead Nurse Practitioner, B+D Memory Services.- Facilitator supports Memory service team

Contact us

Suzanne Neilson

Head of CHSCS
Barking & Dagenham Directorate EOL Lead
Barking & Dagenham ICD
Porters Avenue Health Centre
Porters Avenue
Essex RM8 2EQ

Tel: 0300 555 1200 ext 56457
Mobile: 07738740844

Tissue Viability - Roll out of National Wound Care Strategy Phase One

About us

Currently, wound care costs the NHS £8.2 billion annually, it is the 3rd biggest expenditure in the NHS, but still seen as less of a priority compared to other services.

In 2019, the NHSE set up a national wound care strategy programme to focus on standardising wound care across the country. The aims is consistent assessments, diagnosis, management and improved outcomes.

There are three main areas of focus, lower limb wounds, pressure ulcers and surgical wounds. They are to be rolled out over the next five years and in three separate phases, phase one is focusing on lower limbs wounds. 

The aim is that all patients who present to a community service with a wound on their lower limb are assessed within 14 days of initial presentation and followed up at four weeks, eight weeks and twelve week reviews. Healing rates are to be recorded, at twelve weeks.

In April 2021, NELFT joined the MSE wound care transformation group as part of a project to improve wound care across our local MSE.

In May, the national wound care team asked for ICS, MSE, Acute or individual community providers who felt they would be one of the first sites to implement the recommendations to interview to be an accelerate site. These sites would be supported by the National Team and recognised for their work. MSE wound care Transformation group saw this as an opportunity.

In August 2021, the MSE were successfully interviewed and offered the place as one of the first accelerate sites.

Key achievements 2020/21

  • Setting up the MSE working group and building good relationships with MSE colleagues.
  • Being offered the accelerate site for the national programme.

Feedback / Testimonials

Feedback from the National Team after our interview.

"One of the most comprehensive and passionate interviews they have had, looks like the national team will need our areas more than we need them."

The national team offered us the opportunity there and then, which according to the team themselves, they have not done before.

Waltham Forest Integrated Discharge Hub

About us

Our service facilitates all discharges on Pathways 1 to 3 from Whipps Cross Hospital and any Waltham Forest patients from any acute hospital in any part of the country. This includes the Bridging Service, an in-house group of carers who support patients at home until a care agency is identified. This eliminates patients remaining in hospital awaiting care and supports flow from an acute hospital.

Key achievements 2020/21

  • A new service set up in March 2020 which has now helped facilitate 6,300 discharges.
  • Bridging Service has supported 584 patients with an average length of stay of 3.8 days which equates to over 2,000 acute bed days saved.
  • The Team were High Commended in the NELFT Make A Difference Annual Awards 2021.

Feedback / Testimonials

"We have demonstrated beyond doubt what great teamwork can achieve and the commitment shown by staff at every level has been fantastic."

 Mike Kite, Interim Head of Service, Waltham Forest Adult Social Services

"I am incredibly proud to be able to say I work with such dedicated and selfless colleagues,  who make such a difference to the lives of our patients."

Angelina Anash, Physiotherapist

Bridging had helped to ease some anxieties and also helped her feel “less alone in the world”. 

The patient’s daughter reported that both her and her mother felt that the Bridging Carer was one of the kindest, most efficient carers that they had ever come across, and that she was a credit to the department and to the NHS. Patient Feedback

Contact us

All correspondence for the Hub to or call 0300 300 1720.

   MAD Award

Discharge hub

Integrated Community Teams: Basildon/Wickford, Brentwood/Billericay (ICT BB)

About us

Our integrated community teams, along with our urgent care response teams and night service provide 24 hour care every day of the year. This ongoing community care is provided to housebound patients who are unable to leave their homes even with the support of family, friends, or carers.

Routine planned home visits performed by the ICT teams are usually made between 07:00 and 19:00.

Unscheduled care visits 17:00 - 08:00 will be carried out by the Urgent Care Response Team and Night Nursing service

Our qualified nurses and experienced competent health care assistants work with patients to provide assessment and treatment of an extensive range of conditions including but not restricted to:

  • Chronic wound management
  • Pressure ulcer management
  • Diabetes management
  • Assistance with complex nursing care
  • Administering injectable medication (only if unable to self-manage)
  • Continence care, including catheter care
  • End of life care
  • Education, support and advice for both patients and carers
  • Phlebotomy for patients on registered caseload

We support you in looking after your own general health and wellbeing, giving advice, support and reassurance to you, your family and carers. We will support and educate you and your family to manage your own care where possible and provide treatments directly to you, if you are assessed not to be able to do this yourself.

You will have an individualised care plan, a copy of which will be given to you if requested. This will inform you of the number of visits we will be carrying out and what we will be doing on these visits. These will be revised over time as your condition improves or if there is any other change in your needs. We use electronic records so there will not be a comprehensive set of notes about your care in your own home.

If you need help in-between your planned visits, a contact number will be provided for you to seek the help you need.

Some of our staff have extended skills in consultation, diagnosis and independent prescribing and if we feel this will support the delivery of care to you, we will seek the opinion of an expert.

Patient information: Therapy

Our community therapists provide physiotherapy and occupational therapy rehabilitation, if you are experiencing a loss of independent living and are housebound, or your own home is felt to be the best place to support your recovery.

The need for physiotherapy or occupational therapy may be the result of a number of medical conditions, including:

  • orthopaedic conditions such as hip replacements or arthritis
  • neurological conditions such as strokes or Parkinson’s disease
  • respiratory problems such as chest infections

You will have a thorough assessment and a personalised rehabilitation programme will be agreed with you.

You will be expected to continue your rehabilitation independently following the programme set in-between the therapist visits to help you become as independent as possible.

We can provide advice, information, the temporary loan of specialist equipment and arrange longer term equipment if that is what you require.

Referral into our service can be made by email to single point of access.

Key achievements 2020/21

2020-2021 has been an exceptionally challenging year for the ICT teams but we have also used this time to learn and make positive changes:

Supported self-management

People in Basildon, Wickford, Billericay and Brentwood are valued as an active partner in conversations and decisions about their health and wellbeing.

Through good self-management, people with diabetes and other long-term conditions can improve their quality of life and reduce the risk of developing complications. It can also help to prevent hospital admissions.

To enable people to self-manage requires support from our service. What type of support people need will vary depending on how they are managing or whether they feel the need to access that support. The important thing is that the support is there.

Recently we have been working closely with diabetic patients on district nursing caseloads. As a result of a recent pilot project which enabled two patients to effectively self-manage with minimal support required from the district nursing service we are now reviewing many other diabetic patients that previously relied on district nurses to administer their care.

Strengthening Clinical leadership:

Our clinical leadership team within Basildon, Wickford, Billericay and Brentwood ICTs have been increased to meet the needs of our local population in our placed based services. 

We have welcomed our new Assistant Director, Vicky Pemberton, who has a joint appointed role across health and social care, and this enables her to work closely with in both health and social care building relationships with key partners and leading on transformation and innovation.

We have a new Operational lead for ICT Basildon and Wickford, Jenny Louden and for ICT Brentwood and Billericay, Jacqueline Hill.  Both Operational leads have been active in increasing the clinical leadership across their teams. They are working on positively progressing the teams, being innovative and making changes happen with the support of the Head of Service Kay Rumsey.

Leg ulcer clinics:

The purpose of the clinics are to holistically assess and treat any mobile patient presenting with a leg ulcer and currently registered with a GP practice in BB.

Non-mobile patients who are under the care of Residential Care Homes or receiving care in their own homes within BB will receive Leg ulcer treatment and dressings via their District Nursing teams.

A patient may transition across settings into the leg ulcer clinics if their mobility status changes.

This has resulted in a pilot project in Basildon and Wickford being commissioned for a six month trial to provide a leg ulcer clinic six times a week. It is hoped, if successful, this will be expanded across the Basildon and Brentwood localities permanently.

Feedback / Testimonials

“I would like to express my gratitude to your District Nurses at the way they have attended and looked after me the last few weeks. Their care and attention was exceptional. Nurses, on my behalf, spoke to my GP. This then led to my GP sending me to A&E. After various tests and x-rays they sent me home. I had to take a very strong course of antibiotics but they did clear up my leg in a few days. Whereas prior to that it had been weeping for a couple of weeks and the other antibiotics didn’t work. So through the thoughtfulness and professionalism of my District Nurses I am now much better. Thank you all so much.”

“A lady from the therapy team came round a week ago and I can honestly say I was blown away with her professionalism, compassion and understanding."

Contact us

Single point of access (SPA)

GP SPA Referral: 0300 300 1712
Healthcare SPA Referral: 0300 300 1713
Patient Referral: 0300 300 1714