Individual winners

Winners

Quarter 3, 2017

Alison McDonald, Macmillan Community Care Nurse, Walker Medical Group I would like to nominate Alison Macdonald from the Sir Bobby Robson Living with and Beyond Cancer 1 to 1 team. Alison is one of the most caring, unassuming and passionate nurses I have come across throughout my career. Working with cancer patients and their families in their own homes she always goes to the nth degree. She thinks outside the box on ways she can help support people, always looking at working collaboratively with others for the good of the patient. She has a vast array of knowledge on who to signpost people to get the help they need. She won’t stop until she can find them the correct help. Alison never moans if she doesn’t get a lunchbreak because someone has rang her distressed and needs her help there and then. I have so many examples of her dedication to this post but one really sticks out for me. She supported a young man with 3 very young children. They were

devastated by the cancer diagnosis; the impact on the family was huge financially, socially, physically and psychologically. Alison addressed all those needs. When she found out he was an asylum seeker, she contacted all the right people and helped to him find asylum. On completion of his treatment, she found him voluntary work within the healthcare setting which has now turned into paid work. She truly is an inspiration and is an absolute pleasure to work with.

Sharon Moorhead, Health Care Assistant, Outpatients Clinics, Freeman Hospital Once a year I travel from Leicestershire for an MRI of my kidney cysts to be evaluated by Dr Haslam, followed immediately by a review in Professor Soomro’s clinic to see if the cysts remain Bosniak 2, rather than Bosniak 3 or 4 which could require surgery. On Tuesday, my appointment with the Professor was scheduled for 14.00. The MRI contrast cannula could not be removed from the crook of my elbow

until 13.50, but all seemed fine when the needle was removed - no blood and no bruise, so the plaster was applied and I said I felt fine to hurry back to Outpatients and report in for Clinic B. However, as I stood in the OP queue, I was horrified to see blood suddenly spurting down my shirt sleeve and trailing onto the floor. Onlookers were even more horrified, I assume because they did not know that a cannula had just been removed, nor that I have a low platelet count and take Clopidogrel. The OP administrator was understandably reluctant to accept my blood-soaked appointment card as I waved it at him! Within a minute, Sharon appeared and escorted me into a room in Clinic B. Calmly and without fuss but with brilliant Geordie humour, she stemmed the blood flow, cleaned me up, washed my shirt, wrapped it in a bag and made me presentable for the Professor and my train journey home. Fortunately I had in my bag a clean zip-up cardigan to wear (which as the Prof remarked I only had to unzip and expose my chest as I walked around Newcastle for the locals to assume I was a Geordie). A nurse applied a huge bandage which kept me clean until home, and thanks to Sharon’s prompt action, my expensive shirt now looks as good as new. My wife’s sole criticism was that Sharon had failed to iron it! So if you

have an award scheme, Sharon should be on the short-list please. She’s a star. May I also say that, in my experience of too many hospitals which my wife and I visit all around the country for our various ailments, the Freeman is outstandingly the best in every regard. Access, layout, facilities, ambience, cleanliness, staff, expertise and last but not least, the food. Keep up the good work!

Team winner

Individual Nominations

Keely Allen, Senior Respiratory Physiotherapist, Freeman Hospital Myself and Keely were walking along the corridor in the Freeman. Keely noticed an elderly patient having major difficulty in walking and appeared very upset/distressed and was holding onto the rail along the wall. The patient should have had an ambulance booked for her appointment but it had not arrived. The patient then had to travel to the Freeman in a taxi which had dropped her off at an entrance on the other side of the hospital. The patient was upset as she had to pay for the taxi which was much more than she expected but then had no money left for a return journey home. Keely walked back to the Physiotherapy department and found a wheelchair. She then assisted the lady into the wheelchair and took her from outside the Physiotherapy Department. Keely took the time to listen and talk to the patient and

Alison Armstrong & Steph Lynch - Specialist Nurses in Home Ventilation and Dr. Ben Messer - Consultant Anaesthetist

1. Alison and Steph gave up 12 hours of their Saturday to take a patient to Otterburn to his Grand daughter's wedding. The patient has been on HDU for a month slowly weaning from mechanical ventilation via a tracheostomy. He expected to be home by the wedding and was

dejected and demoralized when he realized he was not going to make it home and therefore felt he would miss the wedding. Alison and Steph took this high dependency patient with complex equipment to the wedding on their weekend off and safely managed his tracheostomy and ventilation in a community setting. They were not asked to do this and set this up themselves from the idea to its execution. The patient's spirits have improved immeasurably subsequently.

2. I am a sister on 38 critical care at the RVI and a patient who had been

with us for some time was concerned about missing his granddaughters wedding, the ward 38 staff worked with the home ventilation staff to support a trip out of hospital so that he could attend the wedding. The patient had complex needs, but with careful planning which included equipment, transport, and even a haircut they were ready to go! The home ventilation staff came in on their day off and spent from 10am to 7pm taking care of the patient and providing him with lovely memories of a special day which the whole family appreciated. What a great and self-less act that makes you proud to be a nurse.

provided reassurance. She then not only took the patient in the wheelchair along to the Radiotherapy department, but all the way to the room that the patient was due to have radiotherapy in. Imran Ashfaq, Trust Doctor, Newcastle Eye Centre, R.V.I I attended my first appointment in April 2017 and was shocked to hear that due to my diabetes I needed to have laser treatment on my eyes. I was upset and anxious but Dr Ashfaq delivered the news with such compassion and in a really positive way. My first thought was to not go ahead with treatment because I was so scared of what might go wrong, Dr Ashfaq talked me through it all and reassured me, saying that this treatment was important to my sight. At my next appointment I was worried and anxious throughout but I couldn't have wished for a more supportive and understanding person. He explained everything he was doing to reassure me that I was going to be ok. As the sessions went on Dr Ashfaq continued to show respect for my worries over the procedure and each time he tailored the session to my needs until I felt comfortable enough to begin. He encouraged me throughout each appointment, telling me that I 'can do it' when I would say I can't, saying I was doing well and then when I would get upset and he reassured me that we would get through it together. My most recent visit was 12.6.17, this time I was too upset to continue but instead of making me wait for another appointment, Dr Ashfaq gave up his admin time that week to give me a longer time slot in which we could take the breaks I needed. He was also lovely to my friend who came along for support. He really deserves to win this award for going above and beyond to ensure I received the treatment I really needed. Angela Barnes, Matron, Ward 40, RVI Angela has been dedicated to the services of this department for many years. She always gives 110% to the patients, always going that extra mile to make sure everyone is well informed, care is to the best standard possible. She doesn't only provide this care to the patients but she provides 110% support to her colleagues, not only clinical, but secretarial admin. Nothing is ever a problem to her; she will always give you a listening ear if you have a problem and always gets back in contact with you once the problem has been resolved. We would be very lost without Matron Barnes. Sometimes she is an amazing person but doesn't realise how much she is respected. She just brushes it off. She is the most genuine person I have ever met and I have worked for the NHS for over 16 years both here and in Northumberland. I really feel it is time she is respected for her work throughout the whole of Women's Services and as a personal colleague. Lisa Barratt, Senior Clerk, Reception NCCC – Freeman Hospital I started my treatment on 25/5/17. I finished on 15/6/17. Every time I arrived at reception I found Lisa to be so helpful and pleasant and this makes a lot of difference to a patient. I found her to be very efficient and she is a credit to the department and to the NHS. It made me feel at ease before my treatment.

Carol Barton, Ward Clerk, Ward 9, Elderly Care, Freeman Hospital Carol is always pleasant and goes above and beyond the call of duty for patients and staff alike. She is always on hand with a caring word and a boiled sweet to "keep you going". She is always positive and diligent. She recently offered to take a patient's washing home as the patient did not have any family or friends who could help. If I were ever admitted to hospital, I'd want a ward clerk like Carol on my side! Jessica Bathgate, Staff Nurse, Emergency Dept., RVI The most professional member of personnel who treated me with such a high degree of passion. This nurse was outstanding with the responsibility when I needed calming down. Was she supervised, yes by a good doctor? Nathaneal Baugh, Porter, Assessment Suite, RVI Nathanael is a real credit to the assessment suite. He's always so friendly and happy to help. We think this would be a nice way to thank him for the hard work he puts in. Denise Bell, Health Care Assistant, Emergency Dept., RVI After a long day in accident and emergency, not knowing what was happening, being tired and scared, I was moved into the observation bay of accident and emergency. Dee came over to me and my dad and asked if we were okay and if we needed anything, she then proceeded to chase up what was happening and continued to come back over to me to keep me updated and make sure I was okay! She made me feel reassured and comfortable, although she had lots of patients she never made me feel like I was pestering her and she made it seem like she had all the time in the world for me and her other patients! She was amazing, compassionate and everything someone working in healthcare should be! She is an asset to your team and I think this deserves to be recognised! Christian Billones, Staff Nurse, Ward 30, Medicine Services RVI I was in a very bad way after a brain haemorrhage and Christian took such good care of me. I was very tearful and agitated and it was Christian who listened to me in a very gentle, understanding and professional way. I was very needy and scared and he saw to my every need. John Bowers, Staff Nurse, Ward 37, ICCU, Freeman John and I had cause to both be caring for a very poorly patient and his family on FH37. I was with a member of the patient's family in a quiet room when John came in. Without disclosing the family or situation I can tell you that John demonstrated the best 'breaking bad news' I have witnessed in 9 years as a chaplain here. His manner, his empathy, his compassion were exemplary. John didn't shy away from

the hard truth of what was happening (patient rapidly declining), and yet he didn't frighten the family member. He matched eye contact, whilst kneeling on the floor to be level with the relative. If there was a training video of how to deliver bad news, in a hurry and unexpectedly then they should video John and use it. I was incredibly moved and proud of John as a colleague. He is an example of all that is amazing about our nursing staff. Liam Brown, Staff Nurse, Ward 18, ICU, RVI I actually work at the RVI myself as an HCA so I know the importance of the place and how excellent it is, I see for myself everyday how truly amazing the people are who work here and the things that go on and the miracles performed on a day to day basis. I'm very proud to be part of it even though my role is a minor one. Unfortunately I was taken ill myself March 17. This time I was seeing the hospital from a different point of view, I was now the patient and boy did I have my eyes opened wide; a job and a place I took for granted has never meant so much or had an impact on me as it does now! I somehow contracted a rare neurological condition where I had to have surgery. I had fluid on my brain and needed a shunt fitted immediately. My vision was at risk along with my life, anyway to cut a long story short I ended up on life support in an induced coma on ITU. I woke up and knew from my experience of working in the hospital that I was in a bad way and must of been through an awful lot – weary, scared and tired also confused and quite sedated I remember the most beautiful face, it was the staff nurse Liam, he held my hand immediately. I think he just knew how scared I was. He reassured me and took the best care of me; I don't think anyone in my whole life has cared for me so well. He took the time to get to know my family and became our rock in our darkest time, I only knew him a short time but I won't ever forget him, to him he's just doing his job, to us he's an angel Lorna Carruthers, Clinical Nurse Specialist, Adult Congenital Dept Lorna has recently demonstrated an outstanding commitment to going above and beyond to enhance the patient experience. The first patient made a dying wish to get home to die. She made it her priority to do everything she could to help. She was faced with many closed doors and 'no that's not possible' responses from colleagues. Such is her passion that she made it happen and that young man got his dying wish. She did that. His family will never forget that. Her care and passion recently enabled her to orchestrate and deliver a wedding ceremony in a day room within the hospital. The wishes of the patient in her fragile, deteriorating condition were paramount to Lorna. She pulled out all the stops and engaged her network of resources to ensure that the patient in her care had a perfect wedding prior to her death. I feel that Lorna should be recognised by the Trust as she is the most humble nurse that I have ever had the privilege to meet. She just cares.

Julie Corr, Ward Sister, Ward 30, Freeman Hospital Sister Corr is relatively new in her post as senior sister. I have always found her to be friendly, helpful and approachable. I would like to nominate her because she has a positive and forward thinking approach to the education training and development of her staff. During her brief time as ward Sister, Julie has achieved 100% attendance of her staff to the mandatory pain management training. This is the first time this has been achieved on ward 30. As a consequence, the ward was able to care for a patient with an epidural infusion and managed this very successfully. By leading on this initiative, Sister Corr has been instrumental in promoting all the key priorities in our nursing strategy- quality of care and patient experience, nursing and midwifery excellence, working in partnership and safe and effective harm free care. John Davison, Nurse Specialist - Complex Respiratory, Ward 29, Freeman John is an amazing person. He is truly dedicated to his job and the care of not only his patients but all patients. My Mam has just very recently passed away but has spent a lot of her life in the past 9 years on ward 29 Freeman Hospital. All staff go out of their way to help any way they can but John Davison is an angel! He really cares from the bottom of his heart. In 9 years I can't say one thing that we haven't been happy with but I can say he never let us down, ever. If I contacted him just for advice he was always there with answers, he is a true professional and I really believe that without him the ward wouldn't be the same. I have witnessed how not only staff but patients look up to him so much and he has time for everyone. That is a very special person. I can't describe how special he has been in our lives but it's been an amazing pleasure to witness all the good he has done in so many peoples’ lives. If anyone deserves this it's John and the thing is, he doesn't understand how much impact he has on all our lives - it's just so natural to him, that's a special gift, but most of all John made my Mam feel safe. Gabriela Dawson, Assistant Practitioner, Ophthalmology Outpatients, RVI From my first visit to the Eye emergency Gabby looked after me, I was so embarrassed about the way my eyes looked, I had double vision and whilst waiting she recognised my distress and taped one of the glass over in my glasses to help with the disorientation. I was then admitted and she took me up to ward 20, chatting and making me feel at ease. I have frequently seen her on my return to outpatient clinic on a Friday and she treats everyone so genuinely and really looks after people, offering cups of tea to the elderly waiting. She never stops and always seems to be on the go. I notice her looking around to see if people are ok. I was discharged last Friday and she was genuinely happy for me, however I returned on Monday with a similar condition. She immediately recognised my name on the list and came to see me, she was so sorry to see me back. She went out of her way to get me seen by Miss Dayan, my consultant, who on this day was in theatre. She kept coming to me whilst I was waiting to reassure me and I eventually was seen and then Gabby took my bloods and made sure I was ok to then leave. My next appointment being Wednesday and she said she would see me again hoping things had improved. I believe this lady goes out of her way and above and beyond to reassure patients. I am truly grateful to her and her care with

me. I would really like her to be recognised for an award or even a mention as she has a lovely caring manner about her. Natalie Eastwood, Speech & Language Therapist Practitioner, Freeman I attended a course of appointments. Received assessment and prescribed self-treatments which I duly carried out. Given extremely useful advice and information and now feel much better, symptoms have subsided. Natalie was very professional and knowledgeable. Christine Galley, Domestic Assistant, Assessment Suite, RVI I would like to nominate Chris for this award because she always goes above and beyond her role as a domestic. Chris speaks to every single patient when she cleans in the bay in such a manner that she creates rapport with all she encounters, from giving them tips about where to shop for the best deals, to keep going with someone's recovery programme to going through the family and friends tests with people who cannot write it themselves. Chris is also superb with all the staff working on the ward, is courteous with everyone and always has a massive smile on her face when she enters the ward enthusiastically. Outside of work, Chris is heavily involved in charity events for the homeless. She collects clothes throughout the year for the homeless, has ward raffles and at Christmas advertises for food bank supplies for the homeless showing that her generosity extends outside of work. In our ward’s safety huddle form, which gets completed monthly, a special mention was given for the amount of friends and family tests and feedback forms we received and I have made a special remark to management to make sure it is Chris who gets recognition for this as she contributes to this highly. Something that really makes Chris stand out on the ward, before some people even know her name, she is known as the “sweet lady” because every morning she gives out a sweet to everyone on the ward to keep up morale. Katherine George, Advanced Physiotherapist, RVI An elderly patient from ward 49 was very distressed and upset after having an accident in the disabled toilet at Leazes wing. Her relative was trying to get someone to help and stopped me. I rang the ward then went back to tell him that someone was on their way then waited to reassure them that someone would come asap to help. I did try to get a number of passing staff members to help but they all said they would also ring the ward but after 15 minutes nobody came so I stopped Katherine, explained what had happened and she said no problem and went in to help the elderly lady and her relative. She was kind, caring, not fazed by what had happened and was going to take the patient up to the ward herself, but then a staff member arrived. She later went to the ward to check on the patient and then informed me that the patient was now fine. How kind was Katherine? 15 minutes was a long time for the distressed patient to wait. I just wish she had passed earlier, I think she deserves a little kindness herself.

Susan Jennings, HCA, Paediatric Forensic Services, RVI 1. Felt at ease - great with kids! 2. Very good experience for children and carer Maureen Johnson, Ward Clerk, Ward, 15 Freeman I was first a student and then a staff nurse on this ward. I have a learning disability and I have been overall very impressed with the support from the Freeman Hospital, from the staff on the ward who always supported me, the ward sister, Matron and occupational health but Maureen was amazing! She went that extra mile and sought out things to support me. She done some research in her own time and gave me leaflets and booklets which she thought could help. She is a very compassionate, caring and kind person. She is amazing with the patients and it comes so natural to her. Many of the patients on the ward have communication difficulties and find the hospital environment difficult. She is able to communicate with them and takes the time to listen. She will then find books, CDs and things they could be interested in and so on and gives them to them which promote effective communication which really helps to reduce their anxieties and make them feel valued. She is so thoughtful and inspiring. Maureen is a beautiful person and an asset to this amazing hospital. A massive and heartfelt thank you to you Maureen! Christopher Kettle, Quality Manager, Genetics, Centre for Life He went above and beyond what was expected of him in helping a colleague with an ongoing illness to be able to continue travelling to work. This showed considerable kindness, sympathy and understanding, and was/is extremely good for morale within the working environment showing everyone that managers care for the staff as well as patients. In so doing, we have also not had to temporarily manage with a staff absence. This would have added considerable pressure to an already hard working team. Gordon Lau, Consultant Ophthalmologist, RVI I am 10 years old; I first met Mr Lau 2 days after my accident. I had a lot of injuries, double fractures to my eye socket, a torn eyelid, a cataract and loss of vision. I have seen Mr Lau a few times and he has looked after me so well that I have been able to explain to my school friends at show and tells in the school exactly what is happening to me and how my future will be with my eye. Mr Lau talks to me and explains everything to me to make sure I understand, he has made me feel a lot less scared about my future and I felt in safe hands knowing he was the one operating on me and looking after me. Whenever he asks other doctors to come in Mr Lau always explains to me what he is doing and why. Hospital is a really scary place, especially at 10!, but Mr Lau has made me feel so well looked after that I am not scared and even though I know I need another operation I am ok with this, thanks to Mr Lau. He talks to me at an absolute brilliant level, one that makes me understand, but also one that means my parents know exactly what is going on and what the next steps are. Because Mr Lau is explaining things so clearly to me I can then talk through what is happening to me with my parents which makes me feel

not scared about the future. He is doing everything possible to make me better and even making sure he talks about me to doctors in London so he knows he is doing all he can for me. I really like Mr Lau and can't thank him enough for what he is doing for me!! Emma Lethbridge, Clinical Consultant Oncologist, NCCC Hearing someone important in your life has cancer is never going to be easy, especially when the diagnosis is terminal, but the way those words are delivered can have a massive and long lasting impact on the people hearing them. Following my mum's recent admission to the Newcastle NHS Trust, Dr Lethbridge had to deliver this news to us and as a family, we could not be more grateful for the caring and compassionate way she did it. Everything was explained in great detail. Nothing was rushed. We were given the time needed to digest the news and even more importantly, given the time to have any questions answered and our fears heard. We were given the details of treatment choices and felt part of the decision making around what path to follow and when Mum decided that 'best supportive care' was what she wanted, Dr Lethbridge immediately involved her CNS's in facilitating that. They, in turn contacted the hospital Macmillan team and arrangements were made to get mum home as quickly and as safely as possible. The care, compassion and desire to do what is best for mum is evident in all that Dr Lethbridge and her team have done and we will be eternally grateful for that. Dr Lethbridge has gone way beyond what was expected, offering to meet with us on several occasions, at times that I know are outside those of a 'normal' working day and her team of CNS have been quick to respond to our requests and offered on-going support throughout. Dr Lethbridge is an amazing doctor who is approachable, caring and obviously totally committed to delivering the best possible outcomes for those under her care and we feel deserves to be recognised for this with a personal touch award. Jill Lucas. Administration Manager, Urology Assessment Suite, Freeman Jill greeted me and my husband together with my daughter on a bleak Saturday morning. Upon arrival Jill was bubbly, funny, efficient and compassionate; my list could go on! My husband was receiving news of a Cancer diagnosis but Jill made us all laugh, talked us through the procedure and best of all treated us all with such a caring, thoughtful manner. We have never met such a lovely lady. She made our visit so light-hearted; we left the hospital in such good spirits. I could not leave and not nominate Jill; she is an inspiration to us all. What a gem! Thanks Jill you deserve this award. Zoe Lumley, Housekeeper, Ward 2, Freeman My son-in-law has been staying on ward 2 for some time. I have been with my daughter to offer support and company to both of them and have therefore spent considerable time in the day room. At all times Zoe has been a kind, reassuring presence, providing a very welcome offer of tea when we were arriving after a 50

mile journey. She is a huge asset to the ward and made a difficult time easier to cope with. A big, big thank you to her. Jess McDonald, Staff Nurse, Ward 16, General Medicine We arrived to try to get our Dad discharged on a Sunday morning. Despite initial doubts, Jess was willing to facilitate our requests whilst meeting Dad's medical needs. THANK YOU JESS! Ann McNeill, Nurse Practitioner, Cardiology, Freeman This is the second appointment with this nurse to pre-assess me for a future procedure. Once again she was very friendly, polite and caring and made me feel confident and assured that I was in good hands. Thank you. Kathryn McRae, Sister, Ward 33, Freeman Kathryn has been caring for my Mum who was diagnosed with leukaemia a month ago. This came as a huge shock to my Mum and Kathryn has been both an excellent giver of care and support. Whilst I was away for a few days whilst my Mum was having chemo I phoned my Mum to see how she was. She was obviously feeling very low and poorly... However, on this particular occasion it was lovely to hear my Mum recount a story about how Kathryn had made her laugh to the point that her sides hurt. This was amazing to hear at such a dark time in my Mum's life. She describes Kathryn as a 'tonic'. Kathryn has a warm personality and has been exactly what my Mum has needed whilst she's been in hospital. I am so grateful that she has been looking after my Mum and brought cheer to her during such a difficult time. Danny Morland, Consultant Anaesthetist, Obstetrics, RVI On March 20th 2017 our baby boy was born via an emergency C-section at the RVI. It was a frightening situation and I was truly terrified! All of the staff were amazing in what proved to be a difficult procedure but Dr Morland’s treatment and care really stood out to both me and my husband. He was calm, caring and professional throughout. He ensured that I was ok and went out of his way to support me and my husband personally throughout at the same time as monitoring me medically and keeping me safe and calm. Little things like putting the radio on for me to distract me, holding my hand when I was scared and taking the time to communicate everything that was going on when the Drs were busy concentrating on our baby. He even took some pictures for us following the birth which without him we would never have, moments we will treasure forever! Words cannot express our appreciation for his care, treatment and personal touch. He is a credit to your team and trust!

Justin Nissen, Consultant Neurosurgeon, RVI Mr Nissen has known me for 7 years now performing 2 excellent surgeries on my spine. During this time he has always treated me with great respect and dignity keeping myself and my family well informed of my diagnosis and treatment, always speaking to me on an intelligent but not patronising level. He treats me as a whole person and has gone out of his way to ensure I was seen by other consultants relevant to my illness most recently referring me to Mr Bowey, Orthopaedic Spinal consultant because he was concerned about my continuing chronic back pain. Indeed he has acted as my advocate to access treatment on several occasions and was initially responsible for recognising that I had MS consequently referring me to a relevant neurologist. I am nominating Mr Nissen for this award primarily for respecting me and treating me as an intelligent, whole person and not just an illness or diagnosis. Anne Oliver, Speciality Doctor, Sexual Health, New Croft Centre Dr Oliver puts you immediately at ease in a venue and situation which otherwise could be daunting and uncomfortable. She is professional but friendly; cheerful and knowledgeable. She is able to convey vital information in an easy to understand way, all delivered with a smile and a friendly chat. She is a credit to the NHS. We need more like her. Gayle Robinson, Maternity Support Worker, Newcastle Birthing Centre I would like to say that this is the second time that I have received excellent care at the birthing centre. My second little girl was born on 25th July 2017. Although my boyfriend was with me he himself was suffering from a back injury. Gayle who was the health care assistant present was outstanding. She was an absolute rock and never left my side. She made me feel comfortable and reassured that all was going ok. Even when her senior asked her to go for lunch she wanted to stay with me and did. She made all the difference that day. I want to let her know that everything she did that day was appreciated. Nicola Robinson Smith, Nurse Practitioner - Ventricular Assist Device Freeman Hospital First helped with my care in 2010 when I spent 3 months in the Freeman on the transplant ward and she has been my point of contact ever since. She is a fantastic nurse and always willing to go out her way to help out whatever the request is. She has a brilliant attitude and sense of humour that allows her to perform her role to extremely high standards. I fully believe that she deserves recognition for all the hard work she has put in over the years helping the VAD team be a success. David Shaw, Trust Chaplain, RVI I lost a child in 2008. I attend the RVI memorial service every year. They give out beautiful candles. My friend had a stillborn baby on July 14th, not at the Freeman I might add. I rang to ask if I could buy a few candles to give to my friend, I find

them a great comfort. No questions asked, David left 2 at reception for me. Thank you so much, it's so appreciated. Debbie Slaney, Senior Medical Secretary, Midwifery Admin, RVI

1. Debbie has worked in the Trust for 40 yrs; she will be retiring in August. I would like to nominate her on behalf of myself and many, many colleagues. There is not a single day that Debbie does not give over and above the highest care and support to everyone she comes into contact with. I met Debbie 31 yrs ago she was outstanding and remains so to this day, her loyalty is unquestionable. Patients are her priority, she is bombarded by telephone calls all day but if you are the receiver you would never know; her care, compassion and empathy is outstanding. She ensures we do our very best to meet targets but especially for our cancer patients. She has educated, trained and supported so many. Her consultants know they have a very special person working with them. Mr Wagstaff being her first. She has held the admin team together so many times supporting over and above her workload because of the impact a patient may have if she does not. She will be the first in the office and the last to leave. I cannot think of anything she should deserve more or would make a beautiful part of her retirement as a personal touch award and hope you could support this too.

2. I would like to add this to some previous comments I have submitted in relation to Debbie. Debbie is for our Department an outstanding, loyal individual as I have already said on behalf of everyone who knows her. This week we have had some extremely sad news about the Consultant she works with, as Debbie is his right hand support she is devastated but again has thrown herself into everything she can do , cancelling clinics , operating lists -organizing other Consultant colleagues as she can, speaking with patients, ever confidential and supportive to what needs to be said. As always her patients at the heart of everything, she is crumbling in her concern for her friend and Consultant colleague but until the minute she walks out of the building she will give 200%. She has planned so much ahead for the department; there is no wind down towards her pending retirement.

Kathryn Smart, Orthoptist, Optical Services We are very, very pleased with the service received. Samantha Smith, Health Care Assistant, Ward 44, RVI As a student studying abroad, it was exceptionally difficult to be in the hospital! I had no family and very few friends to support me here and I was in severe pain. Sam became the friend that I needed. When I got sad and very depressed she came and would talk to me and make me feel amazing. She never made me feel invisible in such a big and busy place. She was the first person who could get me to eat after days of not being able to. (She makes an amazing cup of tea). Sam truly has the gift of healing!! You are blessed to have her as part of your staff, and so

were we. When she left, Sam also told us if we needed her to just have the nurses call her at home! Her empathy, kindness and concern is outstanding. Also, when my Mom came in from America Sam was just as kind to her and she loved her too! Sam is an amazing person and I hope she will be recognised for that. Sasha Stamenkovic, Consultant Cardiothoracic Surgeon, Ward 25, Freeman Hospital Due to an unexpected illness, I was under the care of Mr. Stamenkovic for the past year. He had made the initial diagnostic biopsy possible and given the rarity of my diagnosis, he had gone above and beyond, seeking opinion from various colleagues from the trust and around the country. A year on, on Wednesday 25th May 2017, Mr Stamenkovic had proceeded with the robotic operation to remove the lesion. This procedure was tedious but resulted in minimal pain and morbidity. Without his skills and expertise in cardiothoracic robotic surgery, I will not have the same outcome. To me, this is exceptional and the same working ethics and exceptional performance is seen within his team within ward 25. This is the true definition of the Personal Touch – putting patient in the heart of everything they do! Dee (Dorothy) Styler, Clerk/Receptionist, Ophthalmology Dept, RVI Most welcoming, friendly and speedily efficient. Dealt with my problem instantly which was very much appreciated. Sandra Telford, Nurse Specialist - Cardiac Care, Community

1. I had a "vasovagal." I had to ring 111 on Wednesday evening, Sandra Telford visited the next day. Fortunately. Sandra visited me for a follow up visit on 4th May. I explained my day before episode. She listened carefully with compassion explaining fully I had had a vasovagal (faint) and what could have been the cause. Sandra took total control of my situation. She contacted my GP's practice to advise on my medication, which has since been re-visited. She then rang my consultant's secretary at the Freeman Hospital. During the conversation she arranged an appointment for me to see my consultant. She advised blood tests at GPs and did not hesitate to visit me again to discuss the blood test results. Sandra encourages my recovery, supporting with care and professionalism to me and my wife at all times. Well done and thank you very much Sandra.

2. Sandra is the best nurse that I’ve seen. She explained everything to me in detail. She made me feel at ease and is a lovely caring person to talk to. I really couldn't ask for any better care.

Bindhu Thomas, Nurse Practitioner, Ward 15, RVI I feel this nomination is the very least I can do to show my eternal gratitude to Bindhu Thomas. My husband was recently diagnosed with a tumour and became a patient on the ward I work on (ward 18) and continued his recovery on ward 15. As I write these words in this statement it still all feels very surreal. Being a health care

professional and having insight into what this meant for us as a family and a newly married couple was a very daunting and worrying time but this was made easier to cope with thanks to Bindhu's outstanding care. Whenever I have dealt with patients and their families I have always tried to put myself in their shoes or feel for a second what it might feel like for them so that I can deliver my compassion and empathy in the right way...the best way. Although compassion is something that comes easy to me, feeling what they are feeling is somewhat impossible as it is not normally your loved one or relative. Although this time it was and the nurse at the bedside was not me. The nurse was Bindhu Thomas who showed us the kindest of faces and the greatest of attitudes that we could ever have hoped for. Bindhu’s attitude to care is what makes the NHS and gives it its strong backbone. Her leadership, knowledge, family centred approach was impeccable. Bindhu showed us the true meaning of care which not only aided my husband’s recovery but gave me inspiration as a healthcare and true proudness to work in the NHS. Josie Vila, Consultant Rheumatologist, Freeman Hospital I work within the MSU Directorate & recently brought my sister who is acutely mentally ill to seen by Dr Vila. Out of consideration for my sister’s circumstances Dr Vila agreed to see my sister at the beginning of clinic to avoid her waiting in the waiting area. Throughout the consultation Dr Vila was incredibly patient, thoughtful and caring - she went to great lengths to explain everything, and was quite happy to repeat herself for clarity - above all she provided absolute dignity and respect for my sister who can at times be very difficult to deal with. I did not feel this was in any way special treatment because I work in the department - more a true demonstration of the caring nature of Dr Vila. I am extremely grateful to her for this approach and feel really strongly that she should be recognized for this incredible level of care. Jane Webber, Sister, Paediatric Forensic Service, RVI Came on 5/4/17 for a medical examination for sexual assault. Jane was amazing talking to me and putting me at ease, making me laugh. Tony Wildish, Technical Instructor, Loan Equipment Services Tony is always willing to listen and take on board our families’ equipment problems, going over and above to meet their needs. Tony is always very approachable and keen to help in any way. He is passionate about his job and looks at the personal side of how it will help the child and family, rather than it just being another piece of equipment He is fantastic at communicating and following up queries. I think Tony has been really helpful on a number of occasions, particularly as things have been new to me starting here - he has taken the time to go through individual pieces of equipment with me, even brought bed rails to CAV once! and sorted little adaptations/additions needed on existing stock so that they are suitable for individual children. He takes the time to talk to you when you are there to help make sure that you get exactly what you need.

One of the children I see at Northern Counties has a standing frame and the charger had stopped working. When I contacted the Rep the battery for that type of stander had been discontinued and said we would need to order a new frame. When I explained this to Tony he said he would investigate, he made a few enquiries and managed to get something suitable from a different manufacturer which was safe and suitable for that particular type of stander. He ordered it, had it fitted and back with the family within 3 weeks. Tony went over and above, he prevented the patient being without a standing frame. Guy Wynne-Jones, Consultant Orthopaedic Surgeon, MSU Spinal RVI He operated on 4 fractures in my neck and enabled me to still be able to walk. He was incredible and kept me involved an informed in everything along the way.

Team Nominations

Cardiothoracic Directorate Erick Hanson Staff Nurse & Tereza Talbton Operating Department Practitioner, Cardiac Catheter Lab, Freeman Hospital I would love to nominate Erick Hanson and Tereza Talbot for a personal touch award due to the amazing care and compassion they gave me during my recent cardiac ablation. Although I work in healthcare myself I was absolutely terrified beforehand but the first person I met was Erick who put me at ease straightaway, with his warm manner and friendly smile, then meeting Tereza in the cath lab I knew I'd be ok - they would get me through it. They're a great tag team and I felt I was in good hands from start to the finish. I thanked them at the time and they said it was 'just their job' but they need to realise how much of a difference they make to people going through the scariest day of their life (while awake!) and how much they make things better. Erick and Tereza, Thank you so much, you're amazing!

Children's Services All the staff, Ward 8a, RVI My son gashed his mouth and required GA. The staff were warm and caring and made him feel very comfortable and happy. Ruth Wilson (Sister) & Dr Karen Rollison (Consultant), Children & Young Peoples Clinic, GNCH, RVI They are amazing 10/10 for the way we were treated. So helpful and kind.

Child & Young Persons Clinic, Children & Young Peoples Clinic, GNCH, RVI 1. Childrens and Young person unit has great facilities to allow those who

require police examinations to feel comfortable and as relaxed as possible under difficult circumstances. The staff always go out of their way to help interact with the child.

2. The staff on this ward are amazing, very friendly and helpful. 3. Amazing team. I've been treated with respect. 4. Professional role as SW. Impressed regarding how staff interact with children

during difficult situation. Setting is colourful, engaging and staff make the child safe and comfortable. Used to attend older hospital where it's not child friendly.

Joanne March & Team, Ward 10, Great North Children's Hospital, RVI Holly was admitted to Ward 10 for 7 weeks in the care of a wonderful team. A complication to her stay was her role in ‘Annie’. She didn’t want to miss rehearsals or leave the show. Luckily, the Doctors were ok for her to continue in between treatments; nurses ensured IVs were planned around her schedule. At times Holly found being in hospital hard, the extra care given to ensure that she could take part in Annie helped her cope. We appreciate this was not always easy. Staff ensured her IV was given quickly when she needed to be at rehearsals. Her care was personalised and the holistic manner in which the staff approached her overall care was truly a credit. Holly’s serious condition required her to be in hospital, the staff helped by ensuring that she did not become hospitalised and this was much appreciated. Every team member was approachable, friendly and professional however a special mention to: Alison, Hazel, Linda, Stacey and Laura who provided a lot of Holly’s care. Holly said: The staff were very helpful and cheerful; if I was sad they would cheer me up and make me happy. On Saturdays, Linda would ask what time my rehearsal was and she would arrange my IV time to fit in. Stacey and Laura were like big sisters and always found time for a chat. It was funny when Stacey showered me; my mam and Stacey were as wet as me! Visitors said what a cheerful, hardworking, fantastic team they were. We miss them greatly and have fond memories. I thank them for making a difficult time easier and fun!

Community Services Kathryn Burnip District Nursing Sister & Lesley Robson, Nurse Specialist East Cluster Community The service received a letter from a husband of a patient Kathryn looked after, the lady was end of life and her husband had previously worked as a GP. He informed that he felt his wife had received outstanding care from Kathryn and the SPCT nurse Lesley Robson. He felt his wife received compassionate care and felt confident in the provision of the care. He was able to spend more quality time with his wife and he felt supported emotionally and practically in the care of his wife. His

wife remained at home and died in her place of choice and all her symptoms were managed at home, he felt informed and well communicated with. He has since made a donation to both services but wanted Kathryn and Lesley recognized for their care, commitment, compassion. As a service manager this is not the first time Kathryn has been recognized for her compassion and caring attitude to patients. Team members find her a valuable resource in supporting them with the difficult and sometime challenging aspects of end of life care. Kathryn also receives praise on a regular basis from her GP colleagues and other members of the MDT. I believe this demonstrates excellent joint working between SPCT and District Nursing, show casing good communication, care planning, end of life care and management to enhance the care of patients and relatives at such a difficult time. The letter was received in June 2016 however the episode of care spanned several months.

Human Resources RVI Librarians, RVI Library I would like to nominate the RVI Library team. The team at the RVI are amazing. I am a busy clinician who struggles to find time to complete my CPD at the best of times due to high clinical case load. When I have needed any articles or books I have emailed the library for their help and without fail they have answered immediately by either emailing the articles requested or sourcing them extremely quickly. I am not the only person who feels this way. Without their help I would not have been successful in passing my recent 3 courses. I feel they go above and beyond and are an unsung resource that is invaluable to our trust.

Internal Medicine/ED/COE Directorate Emergency Department, RVI A patient attended the department on Tuesday 11th July having tripped over on his way to his grandson’s graduation - he'd travelled from down south and had always promised to attend the special day. The graduation was 1 hour away... He was fast tracked to x-ray and found to have 2 broken wrists - radiology brought him back to the department where he was seen by the Dr, plaster techs were called and the situation explained so they attended the department straight away. The patient and his wife were then taken by 2 members of staff by wheelchair through the hospital and delivered to the doors of Kings Hall at Newcastle University in time for the graduation! All Staff, Ward 30, RVI During a night shift on the 2nd August 2017, the staff on ward 30 experienced something no staff should ever experience. A patient had been quite agitated and acting out of character for a few hours, the nursing team knew that something was not right. Whilst staff had briefly left the bay to contact medical staff to review the

patient, the patient set fire to their bed sheets. Due to their intuition that something was not quite right they were in close proximity of the bay and saw the flames from the corridor. The staff ran towards the fire to extinguish it, their quick thinking and actions helped save the lives of not only this patient but also the other 5 that were in the bay. Ward 30 staff are real heroes!! Their dedication is a credit to the nursing profession and the trust.

Laboratory Medicine & Patient Services Teresa Ideson, Mortuary Technical Officer & a Receptionist, Mortuary & Reception RVI This nomination is regarding an incident that took place in a public area. These members of staff from different teams were both involved in providing emergency care, contacting the crash team, caring for family members and all this whilst continuing to ensure that the main reception area was controlled and calm. The seriousness & trauma of this incident cannot be understated. Anne and Teresa were exemplary not just as staff but as human beings. They responded immediately with a sense of urgency without flapping, they followed protocol and yet were able to recognise the needs of a highly distressed relative. They were also able to call for support when it became apparent this family were going to need ongoing assistance. I am immensely proud to work alongside both of these women. They are everything one hopes for in colleagues. They made the difference and deserve to be recognised for that.

Neurosciences All Nurses. Sisters and HCAs, Ward 17, NSSU Having been a few places working on the staff bank, ward 17/NSSU has to be my favourite to work. I suffer from mild social anxiety so starting new wards can be daunting for me. I needn't have worried as even on my first shift I was put at ease by all the lovely friendly nurses I was greeted by. This ward can be very stressful and busy for all workers however this doesn't dampen their spirits or friendliness! All the staff including health cares, nurses, and sisters are all great to work with. They are full of knowledge and always answer any questions I may have, without judgment, no matter how silly the question! I just wanted to thank them all for being a wonderful team and to continue to make people feel welcomed!

Patient Services Angela Mudd, Kath Carter, Marion Oliver, Judith Martinez-Rodriguez, Bernice Rudd, Cath Monte, Outpatient Physiotherapy Reception Staff, Level 2, Podium Block, Freeman

I would like to nominate the Physiotherapy Outpatient Reception Staff for the Team Personal Touch Award. They are an excellent team and always go above and beyond for patients, other staff members and each other. We have recently had information through with regards to the Customer Service Audit and the "Secret Shoppers" seem to agree with me. For every category the Reception Staff were given an "Excellent" rating. We have had some difficult times over the last year and a half due to long term absences (mine included) but they always pull together to make sure that work is completed and the service is tip top! I have witnessed so many thoughtful things that they have done for patients, from making cups of tea for patients who have been left long periods of time for ambulance transport, to wheeling an elderly patient up to a ward so they could visit with a sick friend. My team members are: Angela Mudd, Kath Carter, Marion Oliver, Judith Martinez-Rodriguez, Bernice Rudd and Cath Monte. I would just like them all to know how much they are appreciated and what an excellent job they do. Denise Clark, Catering Supervisor & Julie Sample, Catering Assistant, Regent Point I wanted to take a moment to recognise the un-sung heroes at Regent Point. Our catering staff, Julie and Denise. They always go the extra mile and genuinely care about the people they serve. They are always friendly and up for a laugh which is lovely when you have had a hard day. They care about making sure that you enjoy your lunch and are always recommending things to us. I always have fussy/awkward orders and they always help me with a huge smile on their faces. I think it’s worth them knowing how much we all appreciate them and everything they do! Thanks Julie and Denise

Peri-operative & Critical Care Directorate Whole Team, Ward 18, Critical Care, RVI I was diagnosed with a rare neurological condition after a visit to the eye infirmary as my vision had blurred. What I thought would just be a routine exam and maybe a pair of glasses turned into a 3 week stay and 2 operations. To cut a long story short I woke up in ITU. As I work for the Trust as an HCA I see how amazing this place is and how great the people who work here are, but this time I was seeing it from the patient’s point of view. I knew to be waking up full of wires on ITU that things must have been bad. It was the darkest time of my life and the most scared I'd ever been but the whole team of nurses, consultants, ward clerks, HCAs and even domestics made me feel safe. I was only there a short while and I’ll never forget it. The team (including the consultants) got to know me and my background; they knew I was a single mother and took time to pop round and see my kids and my family to reassure them things were going to be okay. My eldest daughter’s 19 my youngest 10 and they were both so afraid. The team kept in constant contact with my eldest and every time she rang or visited she got a detailed account of my progress by the nurse looking after me, not just a message passed on. The time, passion and skill of these angels needs to be recognised. They are worth their weight in gold, no one is

paid enough to care the way they do, no wonder the trust was rated outstanding with people like this at the heart of it; I'm very proud and thankful. Jenny George & Vanessa Baxter, Staff Nurses, Ward 38, RVI The care on this ward was exceptional, nothing was a bother, we were looked after as well as the patient and this made the days up to the passing of our relative easier for the family, everything was explained to us.

P.O.D (Plastics, Ophthalmology & Dermatology) Directorate Sister, Nurses & Receptionists, Phototherapy Day Treatment Area, RVI When I first went to Dermatology PUVA, my hand was like raw meat. All the staff were caring and gentle and put me at ease throughout the treatment (24 sessions). I would recommend their services.

Supplies Directorate Kathleen Lambert, Lesley Orrick, Julie McFall, Buyers, Supplies Department, Regent Point On 2 occasions in the last 2 weeks we were advised that a supplier had no stock of a particular implant 5 days before surgery. We were desperate not to cancel these patients as they were long waiters. Kath and the team worked extremely hard to ensure that these items were sourced by the supplier and delivered to us on the morning of the procedure. Without their input we would have had to cancel the two procedures. We could not have done it without their help.

Various Directorates

Steve Allerdyce, Lynne Cornell, Mark Todd, Catherine Lee, NuTH Staff Running Group Leaders, RVI & Freeman I am nominating the NUTH staff Running Group Leaders as for over two years they have led the staff running groups, motivating many staff to get into running, be healthy, and be well enough to provide healthcare at its very best – with a ‘personal touch’. The run leaders not only lead the advertised groups, but they can often be seen at a Park Run on a Sunday encouraging a group member who is running their first 5k, or on an additional weekday evening supporting a new runner training for the Great North Run. Money couldn’t buy this service, however if we were to try and purchase this service we would struggle to find such experienced and motivational leaders who gave so much extra to our staff. The dedication of these run leaders is unmeasurable. They lead runs even when they are on annual leave from the Trust,

and when injured and unable to run, they cycle! I recently asked run leaders about their role and below is an example of the answers received; what is your biggest achievement with the group to date? "Seeing members completing their first 5K runs. There is no better feeling helping people do something they did not think they could do." This award would be a fantastic way to express thanks and gratitude and to celebrate these brilliant run leaders for their dedication, commitment, and time given to supporting staff. They make me proud, they represent the true values of the Trust, and when asked, they don’t just go the extra mile, they run it! Alison Forsyth, Heather Jarvis, Learning Disability Nurses Julie Graham, Matron Kathryn Bell, Consultant Anaesthetist Ayad Shafiq, Consultant Ophthalmologist Debbie Frankland, Senior Sister, Ophthalmology Theatre The teams worked together to provide care to an elderly lady with dual diagnosis of learning disability and mental health issues known to display behaviours that challenge at times of distress, and refused to wear any clothing . The patient's GP contacted the LD Liaison team due to possible deterioration in patient’s vision and they liaised with Ophthalmology and Periop RVI, and Trust Legal Services to plan the care that was in the patient's best interest. This included visiting the patient at home to assess care needs and assess risks and going to the Court of Protection to ensure they thought care including and sedation or restraint plans were appropriate. The result was the lady was transferred to RVI in an appropriately staffed ambulance, taken straight to theatre where she had surgery performed, was recovered in theatre and then transferred home on the same day, all undertaken safely and ensuring patient's dignity was maintained. Staff visited the patient at home to provide post-operative review. Staff worked very closely over a period of months to plan every detail of care and ensured personalised care that hopefully maintained and restored the vision of a very vulnerable lady for whom sight loss would have significant impact on her level of distress