ENT Guidelines ( Leeds )

Publication: 01/05/2012  
Next review: 04/10/2024  
Clinical Guideline
CURRENT 
ID: 2934 
Approved By: Trust Clinical Guidelines Group 
Copyright© Leeds Teaching Hospitals NHS Trust 2021  

 

This Clinical Guideline is intended for use by healthcare professionals within Leeds unless otherwise stated.
For healthcare professionals in other trusts, please ensure that you consult relevant local and national guidance.

Leeds ENT Guidelines

1 Introduction
2 Responsibilities
3 Consent
3A Procedure for the Insertion of an Aural Ribbon Gauze Dressing
3B Procedure for Aural Toilet
3C Procedure for the Collection of Specimens via Aural Swab
3D Procedure for the Manual Removal of Ear Wax
3E Procedure for Microsuction of the Ear
3F Procedure for Otoscopy (Examination of the Ear Using Otoscope)
3G Procedure for the Insertion of a Pope Wick Aural Dressing
4 Mental Capacity Act
5 Training Needs
7 Ratification and approval process
8 Dissemination and implementation
Appendix 1 Equality Analysis Relevance Screening Form

Leeds Community Healthcare NHS Trust's vision is to provide the best possible care to every community. In support of the vision, with due regard to the Equality Act 2010 General Duty aims, Equality Analysis has been undertaken on this guideline (see Appendix 1 ).

1 Introduction

The Ear, Nose and Throat (ENT) Service carries out a number of procedures associated with the diagnosis and treatment of disorders of the ears.
The aim of the document is to provide guidance for the correct and safe method of ear care provision, using best practice and up to date knowledge within one document.

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2 Responsibilities

All staff employed by Leeds Teaching Hospital-Community ENT Services must work in concordance with the Leeds Safeguarding Multi-agency Policies and Procedures and local guidelines in relation to any safeguarding concerns they have for children or adults with whom they are in contact.

Nurses holding a valid Nursing & Midwifery Council (NMC) registration working within the NMC Code of Professional Conduct (2018), who also holds an approved ENT course qualification. Alternatively the nurse has training, experience, and is fully updated and assessed by an ENT Nurse Practitioner/ ENT consultant /accredited ENT General Practitioner with a Special Interest (GPwSI), in a recognised teaching environment.

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3 Consent

Introduction – it is a general, legal and ethical principle that valid consent must be obtained before carrying out a procedure or a physical examination. This principle reflects the right of that patient to determine what they have agreed to in regard to treatment/examination.

Voluntary consent – Full explanation to be given to patients prior to carrying out ear irrigation. In the case of a child, a parent or guardian will be asked to consent. Vulnerable adults may need consent from a social worker/carer if unable to decide themselves. Consent may be given verbally or written but completion of all medical records need to be documented prior to procedure.

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3A Procedure for the Insertion of an Aural Ribbon Gauze Dressing for children (aged 5 years and above) and adults

Aims and Objectives
To facilitate the application of prescribed medication to the external auditory meatus in
order to treat infection, oedema and inflammation of the ear canal
To ensure that patient understands the procedure
To facilitate pain relief
To reduce swelling of the ear canal, reduce inflammation and treat infection

Client Inclusion
Adults and children aged 5 years and above
Patients with otitis externa
Patients with narrow, swollen ear canals
Patients with chronic ear disorders
Post operative patients who require replacement of dressing

Client Exclusion
Patients with large mastoid cavities where a dressing would cause nausea and dizziness Patients unable to tolerate packing of the ear canal and restriction of their hearing Patients who refuse consent

Note:
Patients who are blind or partially sighted should not have both ear canals blocked with dressings

Resources & Equipment

  • Chair with appropriate head rest
  • Dressing trolley
  • Disposable gloves (latex free)
  • Light source/microscope
  • Head mirror
  • Auriscope and assorted aural speculae
  • Tilley forceps
  • Crocodile forceps
  • Scissors
  • Gallipot
  • Prescribed medication
  • cm ribbon gauze dressing
  • Cotton wool swabs
  • Bag for clinical waste

Procedure for the Insertion of an Aural Ribbon Gauze Dressing

Action

Rationale

Ensure patient is seated comfortably.
Explain the procedure and discuss with the patient.

To ensure that the patient understands the procedure and gives valid consent.

Wash hands using liquid soap and water in accordance with Trust Infection Prevention and Control Standard Precautions Policy.

Wear gloves if appropriate.

To remove dirt and reduce the transfer of infection.
To reduce cross infection.

Position head so that ear is uppermost.
Examine the ear using auriscope /microscope.

To maintain comfort of the patient and correct head position to undergo the procedure.

To confirm anatomy of ear and identify presence of infection or inflammation.

Prepare the dressing by:

  • Cutting the required length of ribbon
    gauze.
  • Place the ribbon gauze in a gallipot containing the prescribed medication.
  • Ensure the dressing is fully impregnated with the medication but remove any excess.

To ensure safe preparation of the ribbon gauze dressing.

To ensure that ribbon gauze reaches deep into ear canal.

Gauze will act as a carrier for medication.

Pull pinna up and back and insert aural speculum. Insert dressing gently into the meatus using light source/microscope and crocodile forceps as described below.

To ensure proper illumination of the ear canal.

To facilitate insertion of dressing.

Put a fold of the dressing into the meatus approximately half way down towards the tympanic membrane. Place two more folds of the dressing into the meatus to ensure that the dressing reaches deep into the ear canal.

To allow correct insertion of dressing without causing trauma to meatus or tympanic membrane.

Gently fill the meatus with the remainder of the dressing.

The dressing needs to be packed securely to be effective.

Leave a small end of the dressing and place a small amount of cotton wool at the meatal opening.

To assist future removal of the dressing.
To absorb any leakage of medication or discharge.

If patient is required to apply drops/medication at home in order to continue the treatment, teach correct application technique to patient. Give ear care advice sheet or further appointment if required.

To ensure compliance with treatment To ensure correct application of prescribed medication.

To ensure that patient is empowered to carry out own care or to return to nurse for further treatment.

Ensure that the patient is comfortable on completion of the procedure.

To avoid any dizziness or pain.

Complete nursing care plan.
If stat dose, document in medical records as well as in nursing care plan.

To maintain accurate record of patient's treatment in accordance with Trust and NMC policies.

To inform clinician and document that prescribed medication has been given and arranged for follow-up review.

Dispose of clinical waste appropriately.

Clean and sterilise all equipment and instruments according to local decontamination policy.

To maintain patient and staff safety.
To prevent cross infection.

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3B Procedure for Aural Toilet

Aims and Objectives

  • To ensure that the patient understands the procedure and gives informed consent
  • Remove debris or discharge to allow examination of the auditory meatus and the tympanic membrane
  • To dry the meatus following irrigation to prevent risk of infection
  • To clear any otorrhoea present in the ear canal
  • To clear the aural meatus of debris, discharge, soft wax or excess fluid following irrigation

Client Inclusion

  • Adults and children aged 5 years and above
  • Patients who have a conductive deafness due to discharge
  • Patients who have keratinous (skin) debris present in the ear canal
  • Patients who have had ear irrigation in order to prevent infection
  • Patients who require taking of an ear swab

Client Exclusion

  • Patients who have had previous ear surgery including reconstructive surgery, unless specifically requested by medical staff
  • Patients who have had recent trauma to the ear canal
  • Patients who have had radiotherapy to the ear, unless requested by ENT specialist
  • Patients with narrow external auditory meatus
  • Patients with severe pain and tenderness of the ear canal
  • Patients who refuse consent

Resources & Equipment
Headlight or head mirror and lamp/microscope
Jobson Home probe
Auriscope with halogen light source
Good quality 100% cotton wool cut into postage stamp sized squares
Dressing trolley
Disposable gloves (latex free)
Tissues
Bag for clinical waste

Procedure for Aural Toilet

Action

 

Rationale

Explain and discuss the procedure with the patient.

To ensure that the patient understands the procedure and gives informed consent.

Wash hands using liquid soap and water in accordance with Trust Infection Prevention and Control Standard Precautions Policy.

Wear gloves as appropriate

To remove dirt and reduce the transfer of infection

To reduce transfer of infection

Position the patient to ensure adequate light.

Examine the ear under direct vision working from the pinna to the tympanic membrane

To ensure a clear view of the aural meatus

If discharge/debris is blocking the meatus a small piece of cotton wool on a probe or other suitable applicator should be used. Straighten the meatus by pulling the pinna gently but firmly backwards and upwards. 'Dry mop' the canal using a gentle rotary action.

To ensure complete clearance of discharge debris

Change cotton wool on applicator after each dry mop and re-examine the ear canal using an auriscope.

To prevent cross infection and to gain detailed view of ear canal.

Take ear swab if infection is present. Refer to GP for appropriate medication prescription

To ascertain organisms responsible for infection and to facilitate the prescription of appropriate treatment

Explain findings to patient and give advice as necessary or required. Document in patient's care plan.

To ensure that patient understands the outcome of the procedure and to prevent complications

To provide evidence that procedure has been carried out and to document any findings.

Dispose of clinical waste appropriately

Clean and sterilise all equipment and instruments according to local decontamination policy.

To maintain patient and staff safety

To prevent cross infection

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3C Procedure for the Collection of Specimens via Aural Swab

Aims and Objectives

  • To identify if infection is present in the ear canal.
  • To identify the need for and importance of microbiological investigation in treatment planning.
  • To collect a sample of discharge/exudate for microscopy and/or culture.
  • To determine if infection is present in the ear canal and to identify organisms present.
  • To determine appropriate treatment plan.

Client Inclusion
Adults and children aged 5 years and above.
Patients with evidence of infection or debris in ear canal.

Client Exclusion
Patients who have refused consent.

Resources & Equipment
Chair with suitable head rest
Otoscope with charged battery/microscope
Selection of speculum
Head mirror and light source
Sterile aural ear swab - in culture medium.
Dressing trolley
Tissues
Disposable gloves (latex free)
Bag for clinical waste
Appropriate microbiological/mycology investigation request form

Procedure for the Collection of Specimens via Aural Swab

Action

Rationale

Ensure that patient is seated comfortably with appropriate head rest.

Explain and discuss the procedure with the patient.

To ensure that the patient understands the procedure and gives informed consent.

Wash hands using liquid soap and water in accordance with Trust Infection Prevention and Control Standard Precautions Policy.

Wear gloves if appropriate

To remove dirt and reduce the transfer of infection

To reduce transfer of infection

Examine the ear

To identify where debris or discharge is present.

Use the recommended correct (orange) aural swab to take sample, with the thin applicator rotate swab in the external auditory meatus gently to collect discharge or debris for analysis.

Place the specimen into the appropriate container.

To collect any secretions for analysis for microbiology or mycology pathology To ensure correct aural care treatment is given and acted upon pending investigation results.

To ensure that organisms for investigation are preserved.

Ensure that container is labelled with:

  • Correct patient details
  • Date of collection
  • Which ear swab has been taken from
  • Practice details

To avoid error and ensure that specimen matches up with appropriate request form.

Re-examine the ear canal

To ensure no trauma has been caused to the skin of the ear canal.

Ensure that the patient is comfortable following the procedure.

Explain findings to patient and give advice as necessary or required.

To ensure that patient is free of pain and discomfort and that no trauma has been caused.

To ensure that patient understands the outcome of the procedure and to prevent complications.

Document in appropriate patient records.

To provide evidence that procedure has been carried out and to document any findings.

To maintain accurate record of patient's treatment in accordance with Trust policies and NMC guidance.

Dispatch specimen promptly to the laboratory with the completed request form, or place in fridge until collected for transfer to the laboratory. To ensure the best possible conditions for any laboratory examination
Dispose of clinical waste appropriately Clean and sterilise all equipment and instruments according to local decontamination policy. To maintain patient and staff safety To prevent cross infection

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3D Procedure for the Manual Removal of Ear Wax

Aims and Objectives

  • To ensure that the patient understands the procedure and is able to give informed consent
  • To provide help, education and advice to patients
  • To ensure that an appropriate treatment protocol is followed
  • To clear the aural meatus or mastoid cavity of wax

Client Inclusion

  • Adults and children aged 5 years and above
  • Patients who have been identified as having excess wax in the external auditory meatus or
  • mastoid cavity that requires removal
  • Patients who wear hearing aids
  • Patients who are unable to tolerate microsuction due to dizziness
  • Preferred treatment by client

Client Exclusion

  • Patients who are diabetic, unless specifically requested by ENT specialist
  • Patients who have had reconstructive surgery, unless specifically requested by ENT specialist
  • Patients who have refused consent

Resources & Equipment
Auriscope with battery/or microscope
Head light
Jobson Home Probe
Crocodile forceps
Wax hook
Disposable gloves (latex free)
Cotton swabs
Cotton wool
Tissues
Bag for disposal of clinical waste items

Procedure for the Manual Removal of Ear Wax

Action Rationale

Ensure that patient is seated comfortably with appropriate head rest.

Explain and discuss the procedure with the patient.

To ensure that the patient understands the procedure and gives informed consent.

Wash hands using liquid soap and water in accordance with Trust Infection Prevention and Control Standard Precautions Policy. Wear gloves if appropriate.

To remove dirt and reduce the transfer of infection.

To reduce transfer of infection.

Position the patient to ensure adequate light. Examine the ear under direct vision.

To ensure a clear view of the aural meatus and mastoid cavity.

If wax is blocking the meatus, remove it using a Jobson-Horne probe to loosen the wax and then lift out of the meatus using crocodile forceps.

To ensure proper removal of wax. To provide an alternative to removal via micro suction where patient is unable to tolerate microsuction clearance due to extreme dizziness.

If wax/discharge or debris is blocking the meatus a small piece of cotton wool on a probe or other suitable applicator should be used to 'dry mop' the canal or help assist removal.

To ensure complete clearance of wax discharge or debris.

Change cotton wool on applicator after each dry mop and re-examine the ear canal using an auriscope.

To prevent cross infection and to gain detailed view of ear canal or cavity.

Take ear swab if infection is present. Refer to GP for appropriate medication prescription.

To ascertain organisms responsible for infection and to facilitate the prescription of appropriate treatment.

Explain findings to patient and give advice as necessary or required.

To ensure that patient understands the outcome of the procedure and to prevent complications

Document in patient's care plan. To provide evidence that procedure has been carried out and to document any findings.

Dispose of clinical waste appropriately.

Clean and sterilise all equipment and instruments according to local decontamination policy.

To maintain patient and staff safety. To prevent cross infection.

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3E Procedure for Microsuction of the Ear – for adults and children who are aged 5 years and above

Aims and Objectives

  • To outline the correct and safe method of clearing the ear
  • To ensure that the patient understands the procedure in order to give informed consent
  • To ensure safe and effective clearance of the aural meatus or mastoid cavity

Client Inclusion
Adults and children aged 5 years and above
Patients with occluding wax, including those unsuitable for ear irrigation.
Patients with keratin debris/or discharge occluding the ear canal and tympanic membrane.
Patients who require removal of foreign body from the ear canal e.g. insects, cotton bud tips.

Client Exclusion
Patients who suffer from vertigo or any type of dizziness
Post-operative patients who have medicated packing in the ear
Patients who have had reconstructive surgery unless specified by an ENT specialist

Resources & Equipment
Comfortable chair with appropriate head rest
Disposable gloves (latex free)
ENT microscope with light source attachment
ENT equipment trolley
ENT suction machine with assortment of disposable suction ends and micro tips
Selection of speculae

Procedure for Microsuction of the Ear

Action

Rationale

Ensure patient is seated comfortably

Explain and discuss the procedure with the patient. Check if any previous surgery has been performed

To ensure patient has full understanding of procedure and gives consent.

To prevent damage to ear canal and promote safe practice

Wash hands using liquid soap and water in accordance with Trust Infection Prevention and Control Standard Precautions Policy.

Wear gloves if appropriate

To remove dirt and reduce the transfer of infection

To reduce cross infection

Adjust microscope to correct position and magnification. Insert speculum, attach appropriate suction end to tubing (single use item)

To enable direct vision of ear canal under microscope.

To prevent cross infection

Suction out wax, debris or discharge. Avoid touching wall of meatus, cavity or tympanic membrane.

To facilitate safe removal of wax, debris or discharge from ear. To allow clear inspection and facilitate any treatment given.

Inspect all aspects of ear canal and mastoid cavity.

To ensure complete clearance of canal and mastoid cavity

Ensure that the patient is comfortable on completion of the procedure.

To avoid any dizziness or pain

Inform patient of any relevant ear care

To empower patient in their care and prevent complications.

Document procedure in patient's care plan. Refer to ENT doctor if required and appropriate.

To ensure continuity of care and to facilitate safe practice.

Dispose of clinical waste appropriately Clean and sterilise all equipment and

To maintain patient and staff safety

Instruments according to local decontamination policy. To prevent cross infection

At end of clinic clean suction machine by suctioning solution of Sodium Dicloroisocynurate 0.1% (2 Presept or HAZ 0.5g tablets in 500mls water) through machine.

Rinse by suctioning sterile water through machine until clear.

Dispose of cleaning solution and rinse water appropriately.

To prevent cross-infection

To ensure proper functioning and maintenance of machine

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3F Procedure for Otoscopy (Examination of the Ear using Otoscope)

Aims and Objectives
To enable a full examination and assessment of the auditory canal.

  • To obtain clear view of external auditory meatus and tympanic membrane
  • To ensure that the procedure is carried out in a safe and effective manner
  • To ensure that the patient understands the procedure

Client Inclusion
Adults and children aged 5 years and above.
All children and adults who have been assessed as suitable for examination in a community based ENT clinic by appropriately trained staff.

Client Exclusion
Patients who have refused consent.

Resources & Equipment
Couch or chair with suitable head rest Head light
Otoscope with charged battery Assortment of speculae Disposable gloves (latex free)

Procedure for Otoscopy

Action

Rationale

Ensure patient is seated comfortably Explain and discuss the procedure with the patient.

To ensure that the patient understands the procedure and gives informed consent.

Wash hands using liquid soap and water in accordance with Trust Infection Prevention and Control Standard Precautions Policy.
Wear gloves if appropriate

To remove dirt and reduce the transfer of infection
To reduce transfer of infection

Pull ear gently upwards and backwards (adults) or downwards and backwards (children) with the non-dominant hand.

To straighten external auditory canal.

Hold the otoscope in the dominant hand so that the ulnar surface of the hand is stabilised on the patient's temple (when the otoscope is reversed) or the patient's jaw (when the otoscope is upright).

To prevent scratching of the ear canal with the speculum if the patient moves.

Gently insert the appropriate sized speculum into the ear.
It is important that young patients have their heads held gently but firmly by a trusted carer or skilled practitioner.

To avoid injury to the canal.
To avoid sudden movements and possible injury to the ear.

Examine the tympanic membrane for:

  • Light reflex - normally a triangle of light
  • Colour - normally shiny, translucent and pearly grey
  • Shape - normally slightly concave
  • Scarring

If the light is reflected in an uneven way it is abnormal

Otitis media or myringitis may make it red. Serious otitis will make it appear dull
Serious otitis may cause retraction. A bulging drum indicates the presence of exudate in the middle ear.
Indicates previous infections and/or previous perforations.

  • Perforations - but normally the drum is intact.

 

Perforations

Examine the ear canal for:

  • Redness
  • Scaling
  • Swelling
  • Discharge
  • Foreign bodies

To assess degree/type of infection.

Document findings.

To ensure appropriate recording of information and compliance with NMC guidelines.

Dispose of clinical waste appropriately.

Clean and sterilise all equipment and instruments according to local decontamination policy.

To maintain patient and staff safety.

To prevent cross infection.

Report any abnormality to medical staff for review.

To obtain guidance on further treatment.

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3G Procedure for the Insertion of a Pope Wick Aural Dressing

Aims and Objectives

  • To ensure safe insertion of pope wick into aural meatus
  • To ensure that patient understands procedure and is able to give informed consent
  • To facilitate the application of medication to a narrow ear canal

Client Inclusion
For adults and children who are aged 5 years and above
Patients with narrow, swollen external auditory meatus

Client Exclusion
Patients who have a known allergy to prescribed treatment
Patients with grommet lying in the ear canal
Patients who have undergone radiotherapy
Patients who have undergone surgery within last 6 weeks unless specified by an ENT
Specialist
Patients who have refused consent

Resources & Equipment
Chair with suitable head rest
Otoscope with charged battery/ or under microscope vision
Selection of speculum
Head mirror and light source
Crocodile forceps
Dressing trolley
Pope wick
Disposable gloves (latex free)
Bag for clinical waste
Appropriate prescribed medication

Procedure for the Insertion of a Pope Wick Aural Dressing

Action

 

Rationale

Ensure patient is seated comfortably Explain and discuss the procedure with the patient.

To ensure that the patient understands the procedure and is able to give informed consent.

Wash hands using liquid soap and water in accordance with Trust Infection Prevention and Control Standard Precautions Policy.

Wear gloves as appropriate.

To remove dirt and reduce the transfer of infection.

To reduce transfer of infection.

Position the patient so that adequate light is available.

To ensure good illumination for the procedure.

Prepare the pope wick dressing by removing from the package and placing within crocodile forceps ready for use.

To ensure readiness for use.

Wearing a head mirror or direct the microscope light to illuminate the relevant ear, gently pulling the pinna upwards and backwards (adult) or downwards and backwards (child).

To ensure good vision of external auditory canal appropriate request form.

Take the pre-loaded forceps and insert the pope wick into the illuminated canal.

To ensure safe insertion of the pope wick.

Re-examine the ear.

To ensure correct positioning of the pope wick.

When a pope wick is in situ in the external auditory meatus, apply medication as directed on a patients prescribed prescription by an ENT Doctor or nurse practitioner.

To ensure that correct medication is administered.

To ensure patient has been fully instructed how to use medication onto pope wick dressing.

Instil required number of drops on to pope wick and check sufficient expansion of wick.

Give appropriate advice to patient regarding moistening of wick and continuing care of dressing.

Ensure patient has return visit to clinic to reassess the ear and remove dressing.

To ensure adequate administration of medication.

To ensure compliance with medication and facilitate therapy.

To ensure continuing care and appropriate advice.

Ensure that the patient is comfortable following the procedure.

To ensure that patient is free of pain and discomfort and that no trauma has been caused.
Document in appropriate patient records.

To provide evidence that procedure has been carried out and to document any findings.

To maintain accurate record of patient's treatment in accordance with Trust policies and NMC guidance.

Dispose of clinical waste appropriately.

Clean and sterilise all equipment and instruments according to local decontamination policy.

To maintain patient and staff safety. To prevent cross infection.

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4 Mental Capacity Act (MCA 2014 Code of Practice)

This Act applies to all persons over the age of 16 who are judged to lack capacity to consent or withhold consent to acts which are considered by health and social care professionals to be in the best interests of their welfare and health.

The Mental Capacity Act 2014 imposes a legal requirement on health and social care professionals to 'have regard to' relevant guidance within the Code of Practice when acting or making decisions on behalf of someone who lacks capacity to make the decision for themselves. Furthermore, they should be able to explain how they had regard to the Code when acting or making decisions.

Detailed guidance is available in the Mental Capacity Act 2014 Code of Practice (http://www.dca.qov.uk/leqal-policy/mental-capacitv/mca-cp.pdf).

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5. Training Needs

Training for Ear Nose and Throat aural procedures must be accessed from an approved NHS Health Care provider via professional courses available on internal intranet/ or Leeds Teaching Hospital Ear Nose and Throat Department, In-House training with Consultant assessments or the Primary Ear Care Centre Rotherham.

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7 Ratification and approval process

This document has been consulted on and will be ratified through Leeds Health Care Pathways. A review will be arranged by corporate lead/ENT consultants LTHT of the ENT service in October 2021.

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8 Dissemination and Implementation

Following quality assurance this document will be disseminated via the QPD Department to senior managers for distribution to staff. The document will be discussed at the ENT team briefing meeting and will be available on the intranet and Leeds Health Pathways.

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Provenance

Record: 2934
Objective:
Clinical condition:

Ear, Nose and Throat

Target patient group: ENT Patients
Target professional group(s): Secondary Care Doctors
Secondary Care Nurses
Adapted from:

Evidence base

The Primary Ear Care Centre (2017) Guidance Document in Ear Care

Clinical knowledge summaries NICE 2015 - 2018

British National Formulary (2018) guidelines

Nursing and Midwifery Council (2018) The NMC Code of Professional Conduct: standards for conduct, performance and ethics. Nursing and Midwifery Council

Nursing and Midwifery Council (2016) Guidelines for Records and Record Keeping Nursing and Midwifery Council

Living Care – RCN Infection Prevention and Control Policy 2017

RCN Education and Training Framework for Aural Care Nursing and Treatment Provision July 2018. www.rcn.org.uk

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Approved By

Trust Clinical Guidelines Group

Document history

LHP version 1.0

Related information

Not supplied

Equity and Diversity

The Leeds Teaching Hospitals NHS Trust is committed to ensuring that the way that we provide services and the way we recruit and treat staff reflects individual needs, promotes equality and does not discriminate unfairly against any particular individual or group.