Individual winner

Dr. Sophie Ibbetson, Foundation House Officer 2, Emergency Department, RVI

The nomination: A busy day in A & E, hundreds of patients through the door. One particular couple caught

my eye as they were very upset, confused as to why they were in hospital. They both

had short term memory loss and were really very vulnerable. Sophie took care of their

care, she tried everything to get them home safely. Sophie was on for hours trying her

best. We booked an ambulance to take them home but we knew how long ambulances

take so Sophie took it upon herself to take Mr and Mrs Smith home in a taxi after her 12

hour shift on A & E had ended. Sophie didn’t know what their house would be like once

she got them home. I just think Sophie went above and beyond her call of duty, she has

got the most kindness nature with patients I have ever seen and I've worked in the NHS

for 17 years.

Individual winner

Carole Ludbrook, Mortuary Technical Officer, RVI I met Carole on a Leadership Walkabout at the Mortuary, RVI. Carole greeted us with warmth and enthusiasm and was clearly very proud of the work that she does taking care of bereaved families at the RVI. Carole’s passion and dedication to her role was inspiring. Her contribution is clearly appreciated by the families she cares for; the numbers of cards and tokens of thanks displayed was deeply moving. The words families had written in appreciation for her care was overwhelming. There were multiple examples of Carole going above and beyond in her role – from knitting clothes in her own time for premature babies so that their bereaved families they would know they were being “looked after

Winners

Quarter 4, 2016

properly by people who cared” to ensuring that in tragic events when multiple members of one family had been killed in an RTA, the bodies were laid out together, holding hands. We were told by Carole’s colleagues that the beautifully laid out viewing rooms in the mortuary – particularly the children’s bedrooms, have been developed under Carole’s guidance and vision. Carole told us that that she sees the mortuary like any other ward – that the patients should be treated with the same kindness, respect and dignity as they would when they were alive. Carole clearly makes an incredible difference to the families of Newcastle who have suffered a loss. She is an incredible asset to the organisation and her extraordinary personal contribution deserves special recognition.

Team winner

The Children’s & Young People’s Team, RVI

The Nomination:

1. The staff are amazing – dealing with very sensitive examinations of children and

young people. From the minute you walk in the door, you are made to feel at ease

and special. Caring, professional, sympathetic and understanding. Nothing is too

much trouble. A credit to the hospital. Best care ever very private difficult

circumstances. A fantastic team.

2. The whole team were amazing following my daughter’s rape & police involvement.

I can’t thank them enough.

3. Just to say a big thank you for your support and understanding. You've been so

wonderful with our daughter throughout difficult circumstances.

INDIVIDUAL NOMINEES (A to Z)

Angela Adams, Ward Sister, Ward 8, FH, Surgical Services Sister Adams is an excellent leader and a very caring nursing professional who is always available to answer any questions. Helen Adamson, Staff Nurse, Ward 8, FH, Surgical Services Helen showed a very caring and professional manner throughout my stay on the ward. A good communicator with a great attitude Erin Baker, Occupational Therapist, Wards 49-52 RVI, Patient Services When doing palliative discharges for end of life care, Erin is always a great support. She will make the dying patient her priority and help to facilitate a rapid discharge by doing what is needed to help that person get home to die. She will prioritise that patient’s needs and will do environmental visits for patients that day or the next day not to delay

discharge. I have worked with Erin on a number of occasions for rapid discharges for end of life care. She is always professional, supportive and caring towards her patients. Diane Barstow, Specialist Nurse, Endocrinology, GNCH, Children's Services I would like to nominate Di for a personal touch award as she has provided so much care and support to both my son (her patient) and myself and his father over the last two years. When my son was born he was quickly diagnosed with a condition called MPHD which is potentially life threatening. We were told he would need to take medicines for the rest of his life and also carry around an emergency injection that may be necessary to save his life in event of an accident or a severe illness. We were terrified and daunted at how we would cope. In her calm and kind way, Di assured us we would manage fine and patiently explained things to us, describing how to give his medicines and helping us practice giving his injections on a foam cube. She empowered us to cope with our son’s condition and gave us hope he could have a good life. Di answered our silly questions and provided a lot of support, she is true professional but amazingly caring. I don’t think we would have coped in those early days without her reassurance. After a rocky two years our son’s health has started to stabilise and he had been able to start day nursery. Di has trained our son’s key workers on how to notice signs of illness and how give his emergency injection. They are all lovely ladies but had no experience of anything similar and were a bit unnerved. Di was kind and patient with them. This has been crucial in enabling to access nursery and for me to feel safe leaving him. Theresa Bone, Staff Nurse, Assessment Suite, RVI, Emergency Department During the night on the unit Nurse Bone dealt with a range of cases many of which were drink and drug related. I would class this as extremely challenging behaviour to contend with. She never once reacted or provided less than total attention and care despite this. It was a very distressing time for an elderly lady in the bed next to me. Despite the conflict around her Nurse Bone attended to the lady (and to me) and we both were reassured. I’m sure she will down play the activity on the night, but as someone who’d not experienced it first-hand it was uncomfortable. She rose above it and continued to provide excellent care. I felt special from the moment of my arrival to discharge the following day. Charlotte Brennan, Health Care Assistant, Ward 8, FH, Surgical Services On a particularly busy shift I worked with Charlotte taking care of a cohort of 9 patients. Most of who were of high dependency making the shift quite stressful and at times difficult. There was a very poorly patient who was requiring a lot of time and attention with frequency of observations and all round nursing care. Whilst this patient required a lot of input so did most of the other patients. I feel very lucky to have been working with Charlotte on this shift as not only was she a rock to me she looked after this patient fantastically well. The patient in question received care that I would be truly grateful for one of my family members to receive. Nothing was too much trouble for Charlotte and even though I knew she must be tired and at times frustrated she always had a smile on her face. Charlotte is a shining example of a professional working in this hospital and a member of staff that gives this hospital the fantastic reputation it has.

Edward Calleja, Hon. Senior Robotic Fellow Clinical, Urology, Urology/ Renal Services Edward gave a great deal of reassurance when he came around to speak to me just before the operation on 31/10/16. He warned what to expect post op which meant it was no surprised how I felt.

Liam Campbell, Physiotherapist, Home Ventilation Dept, RVI, Peri-operative & Critical Care Liam was heavily involved in one of the most tragic of patient stories. A 30 year old man with a young wife was diagnosed with motor neuron disease. His condition progressed rapidly and he required support for his breathing with a mask ventilator and an assisted cough machine. Liam worked tirelessly delivering these specialised treatments with the patient and his family, always staying late and going the extra mile to ensure that they felt safe and supported at a time when they were most vulnerable and frightened for the future. His caring and expertise extended to the time of the tragic death of the young man and facilitating withdrawal of mechanical ventilation in accordance with his wishes to ensure he had a dignified and natural death with his family in attendance. He offered expertise, care and friendship to this family at their darkest hour and received emails of sincerest thanks from the patient's widow. The extra time he spent with this family was considerable but the impact on the patient and his family were immeasurable. Stephanie Cook, Staff Nurse, Ward 18, Peri-operative & Critical Care My daughter Natalie broke her back. Stephanie showed her compassion, total care and a lovely manner towards her, myself, my husband and Natalie’s boyfriend. She took the time to explain everything. This is what nursing is all about and it’s a pity not all nurses are like her. She was calm and very understanding she even offered a radio for Natalie. Well done Steph and thanks. James Cranswick, Ward Sister, Ward 8, FH, Surgical Services James, whilst on duty, took great care of myself, other patients and his Team members with professional care, compassion and good humour - a real credit to his profession. Bernadette Crittenden, Staff Nurse, Cardiac Pre-assessment, Cardiothoracic Services Bernie felt like a friend at the end of a long round of tests. When taking blood, if I had not seen the needle going in I would not have been aware of this procedure. In the many years of having blood samples taken it has never been performed as efficiently or pain free. She went out of her way to ensure that the packed lunch provided was as low in sugar as possible. I am diabetic on insulin and my blood sugar readings that day were high. Also at the end of the pre assessment and the following day she contacted the surgeon's office to ensure correct medication would be taken up to admission for surgery. Well done Bernie and look forward to seeing you again.

Jackson Douglas, Staff Nurse, Ward 22 (covering W23), RVI, Musculoskeletal

Following initial surgery I was having complications and Jackson did not desist in his endeavours to get me properly reviewed by the medics to both ascertain the problem and formulate a plan for resolution. He spent a large amount of time with me, without detriment to others in his charge, even to the point, I believe (having had a substantial amount of opiates and benzodiazepines), that he remained in the cubicle with me to monitor for any improvement or deterioration as much as possible, even to the point of discretely doing his paperwork, at my bedside. Although I later conveyed my gratitude to Jackson personally I don't believe that Jackson fully understands how good a nurse he is and how he made a very difficult time for me so much easier to cope with. I am Nurse Specialist for Orthopaedic Spines at the RVI and have not worked much with Jackson but I am now proud, and humbled, to have such a fantastic nurse and colleague within the MSU directorate. Ashlyn Edmondson, Staff Nurse, Ophthalmology, POD The young lady was very pleasant, reassuring, patient, kind and helped me to relax and feel less anxious about the procedure. Thank you Ashleigh Jodie Elliott, Staff Nurse, Ward 8, FH, Surgical Services Jodie showed the highest level of professional and compassionate care to all of her patients - exceeding anyone's expectation Ann Govenlock, Physiotherapist, Gosforth Memorial Health Centre, Patient Services Ann has been caring for me since I was referred to physiotherapy after I damaged ligaments in my leg in February. She has patiently supervised exercises and encouraged me to continue them at home. Her enthusiastic attitude and her happy and cheerful personality has been a blessing. I was incapacitated with limited walking capability. Ann's advice and encouragement, delivered in a friendly and caring manner has brought me to the point where I am getting about well and with confidence. I am extremely appreciative of all her hard work.

Grace Hawkins , Domestic Assistant, Victoria Wing, RVI, Estates & Facilities I am nominating Grace because she epitomises all the qualities of a good Trust employee. On returning from sick leave after a very serious illness, she was taken off her regular ward and is now "floating." Whilst many may bemoan this "injustice" at a time when they could most benefit from predictability and working closely within a supportive team, Grace is able to adapt and spread her cheerful disposition and very strong pride in her work around. I have worked intermittently with Grace over the years and she can always be relied upon to work to an extremely high standard and makes a positive impression on everybody she comes into contact with. Today I overheard 2 parents saying how "cheerful and kind the new cleaning lady is." I believe these snapshots views are very important to our service users and I think Grace always provides a very positive impression of NUTH. Jacqueline Henderson, Phlebotomist, NCCC, Cancer Services

I would like to nominate Jackie, for being a lovely caring compassionate and hardworking staff member. Jackie works on the NCCC Wards and Outpatients Department. She has a lovely nature with all the patients and staff. She is just a delight to work with. Alan Hills, I.T Officer, I.T, Information Management & Technology Alan came in on his day off and stayed way past 6pm. He made sure that everything was running smoothly before he left the ward. Also he came back this morning (Mon) to ensure that everything was still running. Sophie Holland, Dental Student, Dental Hospital, Dental Services Sophie helped remove my wife’s tooth; she was great from start to finish. Along with her mentor they made my wife feel at ease and made sure that she was at the centre of everything.

Nicholas Jacobs, Charge Nurse, Ward 8, FH, Surgical Services 1. The care and attention Nick gave to each patient was remarkable. As the mother of

a senior member of nursing staff within the Trust, I know how much pride the nurses take in working here, but to see it in person was truly wonderful. The ward was spotless and Nick and the team made every effort to make sure that I was comfortable and always kept informed of my care. When I had to go theatre as an emergency all of my fears were alleviated by the kindness and professionalism of Nick not to mention his sense of humour. Even when he was busy, Nick always had time to talk to each patient and kept information up to date. Every step of my care was explained to my daughters as well as myself, and I know that they both feel that Nick showed all the nursing compassion and care that has made Newcastle an outstanding Trust in the CQC ratings.

2. Nik carried out his tasks with the utmost caring professionalism at all times Susan Jennings, Health care Assistant, Paediatric Forensic Service, Children's Services She was absolutely lovely with my grandson. Can’t fault the unit, very friendly all round. Ryan Jordana, Ward Clerk, Ward 6, FH, Surgical Services My mother was to be admitted to Ward 6 freeman hospital on 26/10. I realised, that as she was having ambulance transport, I needed to check that there was a bed available. I spoke to Ryan who explained the situation re: beds and then got in touch with the bed manager. He phoned me back to explain what I must do and what would happen. The next day I phoned the ward and he again kept me fully informed. When we arrived at the hospital he went above and beyond to make us feel at ease and keep us fully informed. Michelle Knops, Speciality Doctor, Newcroft House, Community Services

1. Such excellent service. Kind and patient. I couldn't have asked for better support. Dr Knops has been so helpful and has supported me through a really anxious period, her professionalism and kindness is second to none. Thank you so much.

2. Basically Michelle is such a great person in providing a lot of care, her service is

great and she chases things up very fast when you haven't been notified. She made me aware of the information very well and this helped me to come and talk about the issues I was having. But she presents herself well and is very informative. Her service is just great and her style is also great too.

Wioletta Korgul, Housekeeper, Ward 9, Great North Children's Hospital, Children's Services I am one of the paediatric trainees. I have worked in various hospitals and in various wards on this hospital but I have never encountered any housekeeper like Wioletta Korgul on ward 9. She is the most helpful person I have met in my life and prior to us having a ward clerk, she was managing everything so smoothly on this ward with such high turn-over of patients. Before I worked on this ward, I used to be so impressed with the trolleys and how well they are stocked. Ward 9 is THE ONLY ward on a night shift, I did not have to run around or go to other wards to find what I need!! It was only after working on here, and when Wioletta went on holiday I realised it was all because of her. I usually do not do this but I must admit over the time, I have been so impressed with her intelligence, sharpness and how efficient she is that I felt I must let you know about her. I felt that when someone is that hardworking and helpful with a lovely approach, they deserve to be recognised. She is just amazing and she certainly made my job and my colleagues much easier. Her excellent work was also recognised by my other medical colleagues and was commented on. I am sure you are proud to have such a staff.

Phil Kyle, HCA, Ward 38 FH, Urology/ Renal Services I can vividly remember first meeting Phil. We were very scared as my husband had spent some time in ICU, had moved to ward 38, to ICU and then back to ward 38. He took my daughter and I into the day room and was so caring and comforting. Over the course of the next 2 weeks he was a “bright Light” on the ward. He tendered to my husband’s every need, encouraging him to progress. Before finishing his shift he always asked each patient if he could do anything for them. Great that my husband is being discharged but I will miss Phil who is now a friend. Rodel Lacuin, Health Care Assistant, Ward 8, FH, Surgical Services Rod cared for me and the other patients in a very attentive, cheerful and caring manner - nothing seemed to be any trouble to him. Filipe Landeiro Sardinha, Staff Nurse, Ward 12, FH, Surgical Services My Dad genuinely thought of Phil as a friend. He spent time with him while he as on the ward both during his transplant and in the final stages. He got to know him and made our Dad's time a relaxing and enjoyable one. He also supported us during this difficult time and nothing was too much trouble. He took time to shave Dad to make sure he was comfortable - an inspiration.

Linda Llewellyn, Nurse Specialist, Cardio Rehabilitation, Cardiothoracic Services

Background: - Whilst visiting my sister in law on who was an in-patient in The Freeman hospital on 6th April 2015, I experienced chest pains and the related heart disease symptoms. After seeking advice I was examined in the emergency admission suite and later admitted to a cardiac ward. The following morning I had an angioplasty and two stents inserted. I was discharged later the same day. Following discharge I completed the cardiac rehab course run in the Willowburn Centre, Alnwick. I have had no symptoms since the event and at my review on 26th August in the Freeman it was judged that I could expect a full recovery. I wish to nominate Nurse Llewellyn for two reasons:- On discharge I was given a copy of an excellent booklet providing information for angioplasty patients which I understand Nurse Llewellyn was responsible for producing. Whilst there is plenty of information on the internet I found this booklet struck just the right note in terms of detail and approach. Amongst other things it is precisely what is needed in terms of being concise, yet comprehensive, readable and, above all, encouraging in tone and I wanted to nominate nurse Llewellyn on behalf of all the readership for her contribution in producing it. I hope that money can be found to produce an updated edition. Whilst I found the rehab sessions in Alnwick enjoyable and worthwhile they failed to instil my confidence in my ability to extend myself physically. After some months of uncertainty on my part I wrote to the Freeman about nine months ago explaining my reticence and asking if they would asses my fitness levels and general robustness. Following receipt of my letter Nurse Llewellyn asked to see me and after carrying out an assessment offered me the opportunity to attend some of the Freeman’s own rehab classes. This decision is the second reason for my nomination. Not only did I find the sessions and accompanying talks excellent – where else would a group such as this get an opportunity to listen to the chief cardiothoracic pharmacist? During the next 6-8 so weeks I attended the course I was encouraged to exercise vigorously under expert supervision without worry. The upshot of attending the sessions was to restore my confidence to exercise. I now attend a gym three or four times; enjoy exercise bike spinning classes; as well as play golf at the fairly hilly Bamburgh Castle Golf Club. The nomination is in recognition that in taking what was I suspect an unusual or unorthodox step, Nurse Llewellyn allowed me – and the NHS – to fully capitalise on the speedy and expert care I had previously received at The Freeman. I shall always be grateful for the consideration that Nurse Llewellyn and her colleagues in the rehabilitation Team afforded me and although it is belated – I hope this nomination will receive careful consideration.

Kerrie Loring, Outpatients Clerk, NCCC Outpatients Reception, Cancer Services Kerrie is a fantastic Outpatients Clerk working in our very busy Outpatients Reception at NCCC. Kerrie always goes the extra mile for our patients, has a fantastic rapport with them. As a lot of our patients are quite poorly, Kerrie always tries to lift their spirits and make them smile. She is extremely compassionate and helpful. A lot of our regular patients ask for Kerrie if she is not on the Reception desk and this reflects what a fantastic staff member she is. Victoria McEntee-Richardson, Senior Sister, Ward 14, Internal Medicine/ED/COE

1. Vicky has managed the ward on her own for the past year and has been very

supportive towards staff and patients. She has kept staff morale up and has done her utmost for everyone. She is the kindest most sympathetic person I have ever known and thoroughly deserves this award.

2. I am nominating sister Vicky for a number of reasons. She firstly has single handedley managed the ward on her own for 12 months. She has kept the staff morale high and is ALWAYS THERE FOR EVERY MEMBER OF STAFF. She does her utmost to make sure that the ward, staff and most of all patients are happy, feel safe, ward and are cared for. She is always cheerful. If anyone deserves this award it is she. Vicky is quite simply a fantastic nurse and sister.

3. Over the past year Vicki has managed our ward single handed due to circumstances which were beyond our control. Vicki has provided support, compassion and commitment to patients, families and colleagues that has in turn kept our ward at a high level of expectations from management with minimal staff. Vicki is an amazing manager, nurse and friend that has excelled and continues to give her all for our ward. Thank you Vicki

4. Sister Vicki has managed our ward exceptionally well as the only ward sister for the last year by herself. Not only has she been a wonderful support to patients and their families, she has been a massive support to all of the staff during what has been a difficult time for many wards due to staffing issues. The support we have received from her has been amazing and I like many other ward staff members would like her to be recognised for her hard, supportive and caring work for and within the trust.

5. I work as a nurse at ward 14 for just more than a year now. I came from another Trust where I only worked for a few months then I moved here. I worked in a Nursing Home before and that means working in a Trust is a very big transformation on my part. As a new member of the trust I was at first nervous for I don’t know how it is working in a big hospital as my orientation here in England is working in a Nursing Home. I was a bit nervous and apprehensive for I don’t know what awaits me .All these feelings seemed to disappear when I started working here in ward 14. Sister Vicky has been very helpful. She let me feel as part of the team as soon as I started. She assures me every time she notices I'm nervous. She has always been very supportive. She tells me in her nicest way whenever I got wrong or if ever I've done something. I never feel pressured and stressed working in the ward for I know that Sister Vicky is always there ready to assist me and also the rest of the staff. I'm so glad the people who interviewed me have put me in ward 14. I found a family in here under the leadership of Sister Vicky and I'm very grateful for that.

6. Vicky is an absolute credit to this Trust. She has been left to run a ward on her own with no help, for the past year through no fault of her own. Despite how stressful this has been she has remained an outstanding ward sister, always there for staff, supporting, encouraging and helping us all. As a ward we are hugely grateful to her and feel without her we wouldn’t be the tight knot team we are. You are the BEST sister we could wish for – thank you from the bottom of my heart.

7. Sister Vicky has shown great staff support when moral was been very low with working short staff on a very busy ward. She always makes time to speak and

support our team even though her day can be so busy. She is down to earth and easy to talk to. She makes each patient feel very special and coming to work is so much better, knowing she is there. Thank you.

Mollie McIver, Student Nurse, Ward 20, FH, Musculoskeletal Services Mollie is a first year student nurse, completing phase 2 of her hub placement. Recently an elderly patent was boarded to us on admission needing treatment for leg ulcers. Mollie had no previous experience with a patient who was suffering Alzheimer’s or leg ulcers. I nominate Mollie for this award for her courage, compassion and care she gave towards this patient. Mollie took to the challenge under supervision of dressing this lady’s leg ulcers reassuring her as she went. The patient was in a lot of distress and pain. The patient expressed negative thoughts towards living to myself and the student. Mollie showed empathy and kindness reassuring her as she went to ease the patient’s emotions. Mollie managed the patient’s pain well leading with initiative and striving to give best possible care. The patient’s family had experienced negative results due to leg ulcers which made the patient’s anxiety worsen. During the dressing I witnessed Mollie overcome all obstacles to ensure this patient received the best possible treatment and outcome. Care and compassion is not something I believe can be 100% taught; it is a nature, applying this nature is the lesson we aim to help teach. Mollie did not require teaching on how to display holistic care. In this instance she demonstrated kindness and attention to all the patient needs truly putting the patient at the heart of everything we done. Danielle Milne, Staff Nurse, Ward 8, FH, Surgical Services Danielle showed the very highest levels of nursing and medical care to me and everyone on Ward 8.Nothing seemed to be too much trouble, she just quietly got-on with the care of all with a happy smile. Danielle Morrison, Staff Nurse, Ward 23, RVI, Musculoskeletal Danielle was caring for me on nightshift following my spinal surgery. As a member of trust staff it is very difficult, from both aspects, to care for a colleague undergoing major surgery. Danielle constantly put me at my ease, whilst in her care, and was fantastic at finding the correct balance of being both my nurse and a colleague. During my complications experienced on 18/08/2016 the handover of my care from Jackson Douglas to Danielle was seamless and I am very grateful that it was her care I returned to following my unplanned visit to theatre during the night. Craig Nesbitt, Surgery Registrar, Ward 8, FH, Surgical Services Although I was not Craig's patient, I couldn't help but be very impressed with the way he engaged with all his patients, his junior and nursing colleagues - he spoke very empathetically to patients giving them detailed but simplified explanations of his diagnosis and the way forward. Rebecca Nichol, Trainee Nurse, Ward 8, FH, Surgical Services Rebecca is mature beyond her years and has a wonderful attitude to making patients in her care comfortable and relaxed. I predict a great future career for Rebecca.

Jessica North, Health Care Assistant, Ward 37, FH, Peri-Operative & Critical Care Jess is one of our health care assistants. On one particular night we were very short of staff. Jess was assisting in looking after the patients and in particular two post operative patients that needed lots of care. Jess 'just got on with it' and looked after both patients with great dignity, respect and care. She did this of her own volition and as a qualified nurse it was humbling for me to watch her and the care she gave. Jess was neither fazed nor complained but quietly went about her work in very trying circumstances. Samantha Peace, Staff Nurse, Ward 8, FH, Surgical Services A truly caring professional young lady and a credit to the Freeman Hospital, who makes time to engage with all patients Barbara Phillips, Administration Officer, CAV, Estates & Facilities I have known Barbara for 4 years. Since I took my post of sister at Cresta Clinic, I have got to know Barbara very well. Each time I contact her, for whatever reason, she is always extremely helpful. Barbara is not "patient facing" but I believe she still deserves recognition for the somewhat invisible work that she does. She has in fact saved the trust a significant amount of money by recycling previously used (but in excellent condition) furniture stored on the CAV site. All of my colleagues here at the Cresta Clinic, comment on how absolutely lovely Barbara is. I totally agree with them and would be honoured to nominate her for a personal touch award. Amy Potter, Student Nurse, Ward 37, FH, Peri-Operative & Critical Care We spent 2 days with Amy whilst our Dad was in ICCU. Amy is such an understanding and caring individual and will make a fantastic nurse. Amy provided information in a way we could understand. She genuinely cared about our Dad. She comforted us both on separate occasions and took time to learn about our Dad, his situation and our family in such a caring way. Amy is a real life angel. Steven Powell, Paediatric ENT Consultant, Ward 8a, RVI, Children's Services Mr Powell is my daughter's ENT surgeon and he has gone out of his way to make sure my daughter was safe and well looked after during her stay on the ward. His communication is outstanding, he is excellent with his patient, and he is expert in his job. He starts early, finishes late and nothing is ever a problem. If you have a concern he will explain it so you fully understand exactly what will happen. He always goes out of his way to make sure he does his best for his patients and I will be forever grateful to his very skilled work, he has literally been able to change my daughter's life. But he will always say he is just doing his job. But he isn't. He is doing much more than that. He needs to receive an award because he is a very special doctor, and has made a huge difference to a lot of children. Amy Ramage, Staff Nurse, Ward 8, FH, Surgical Services Amy is a very dedicated and caring nurse who found the time to take great care of me and all other patients.

Norma Ramsay, Nurse Bank, Children's & Young People's Unit – RVI, Children's Services She made me feel at ease the minute I attended the clinic and my further visits. She is a very sensitive and caring lady Andrea Read, Nurse Specialist, Colorectal, Surgical Services

1. On Thursday 18th August I had an appointment at 4.30pm. I was late and stressed. Upon arrival I was greeted with a smile and a cup of tea and the most understanding nurse I have met in my lifetime. Not only did she have me laughing and stress free within minutes but I felt valued and respected because she knew how difficult it had been for me to reach the ward being so stressed and still being able to walk due to having Parkinson's disease. The true understanding and the fact that she did not rush my treatment even though she worked more than 4 hours extra.

2. This person (Andrea) knows how to respect patients, talks to you in layman's terms

and gives you time to convey your fears or concerns about other important parts of your treatment. She made everything dignified when discussing my treatment for Interstim Therapy Nerve Stimulating and made me feel confident and relaxed.

Alison Robotham, Sister, Musculoskeletal Outpatients, Musculoskeletal I had major ankle fusion surgery resulting in an unexpected issue with the wound healing. Although one could say she was just doing her job, Sister had me in every week, plaster removed and wound checked for 16 weeks until the wound and heel blister had healed. This takes expertise and experience in knowing what to do and when, what will promote wound healing week to week and reassurance that all will be okay. It wasn't just the care it was the reassuring banter that went with it, the confidence of a nurse who knew it would be ok and convinced me of that also. This is what mattered because my mobility depended on surgical success and I had not anticipated wound problems so I was worried. Week on week that worry was eradicated and I have her to thank for that. Amal Samaraweera, Neurology registrar, Neurology, Ward 43, Neurosciences

1. On 28/10/16 there was a patient on the ward who became unwell out of hours for whom I feel Amal provided exceptional care. Amal was due to finish his shift at 5pm but the patient arrived late to the ward. So Amal reviewed the patient who had a complicated past medical history and organised urgent investigations for him. He updated the family regarding his progress and discussed his care with his specialist neurology team once his investigations were available. Amal was about to leave the ward at 7pm after this was complete, when the patient developed status epilepticus. He stayed on the ward to assist me and the nursing staff with management of the seizures and to help facilitate transfer to ITU, and to inform his consultant of the deterioration. This behaviour is not unusual for Amal who approaches everything he does with care and compassion, regardless of the workload pressure he is under. I really feel he would be a perfect candidate for a personal touch award.

2. I've been under neurology team since August after being diagnosed with idiopathic intracranial hypertension. My consultant is Dr Schaeffer. There has been a few

dates when symptoms have flared up so I've had to contact neurology secretary. Amal has seen me the times I've had times I've had to come in unexpectedly due to the symptoms. He has been reassuring, kept me calm and dealt with things amazing (and organising for me to have limber punctures). Always feel he goes the extra mile to make sure no stones left unturned which has left me reassured.

Jennifer Sanderson, Health Care Assistant, Ophthalmology Outpatients, Newcastle Eye Centre I have seen Jennifer a few times when attending appointments. She is so gentle and caring and really puts me at ease. She treats me as an individual person and not just a patient with a number. She is calm and takes time explaining what's happening and she always has a lovely smile. It’s a frightening experience attending the department and its always reassuring when I see Jennifer and I keep my fingers crossed she'll call my name and it will be her I will see. She's just a very special person and deserves good things. Frankie Searle, Staff Nurse, Assessment Suite, RVI, Internal Medicine/ED/COE My father, John Noble was admitted to A&E in the early hours of 7/11/2016. His condition was terminal so he was moved to a side room in the assessment suite. While all the staff we encountered were lovely, Frankie’s stood out for us as she tended to my Dad’s comfort in a sensitive manner and explained everything she did to us all and why she was doing it. She talked to my dad as if could understand her, though he was practically unresponsive. She gave us the sense of personalised care which is priceless in these situations. Daniel Simms, IT Development Manager, Regent Point, Information & Technology Daniel has been fantastically, unfailingly helpful around dealing with issues relating to electronic nursing record documentation which had been affected adversely by the changes in e-record document signing. I have had various email "conversations" with him relating worries prior to the change happening but today he has quickly and efficiently helped with and solved a problem allowing us to continue managing our electronic recording. The issue was discovered after a failed attempt at updating patient information after a home visit. Having been directed to speak to him he spent 25 minutes on the phone with me looking at the problem; working out how extensive it might be, identifying records that were affected and making a plan to correct the issue. He has also put a fix in place that should prevent the problem occurring again. He has been amazingly helpful in a very timely manner, he may feel he is "just doing his job" but what he has done has a big impact for us at the sharp end of the problem we identified. Matthew Thomas, Respiratory Consultant, Ward 2, RVI, Children's Services We always seem to come across Matt when something isn't going in the right direction with our son Henry. He has on every occasion gone out of his way to not only attend to Henry's medical needs, but to also ensure that us as parents are coping and well, in addition to making sure we understand Henry's care and drugs he is on and why he is on them in great detail. We trust Matt a lot. We have met many, many consultants in the nearly 7 months our son has been at the RVI and if we're honest we'd describe him as being a cut above. You can guarantee his first question every time will be "How are you?" and this is always genuine concern. Matt seems to appreciate having a child in hospital is

hard and respects our views and opinions. His shifts make us feel involved rather than just a bystander... we are never asked to leave Henry's bedside when he is completing procedures, Matt is always happy to explain his actions, what he can see and what it should be and any implications of anything irregular that is found. Not only do we owe our son's life to him in part, in difficult times he can keep stressed parents sane. His manner and caring nature has been mentioned to us on many, many occasions. He truly is a credit to the trust. Jan Benedick Udani, Nurse , Ward 8, FH, Surgical Services Jan worked tirelessly to provide cheerful professional care to me and all other patients. A real credit to the nursing profession Kayley Walker, Clerk Receptionist, Main Outpatients, RVI, Patient Services A patient presented to Main Outpatients without an appointment and extremely confused. After spending some time with the patient, Kayley soon realised the patient had dementia. Kayley demonstrated absolutely fantastic customer care skills. After a period of time, we managed to get the patient’s DOB and also his next of kin. We contacted his family and they came to collect him. They were over the moon, the fact that we cared for their brother, helped him but most importantly kept him calm and reassured that he would be okay. Kayley stayed with the patient the whole of this time, she went above and beyond and was simply fantastic. She is great to work with and has made me so proud! Well done Kayley. Katie Watson, Chaplain, Patient Services There have been many experiences where Katie has made a massive difference on ward 18 ICU. She truly is an amazing person and colleague. In all situations she goes above and beyond for family members and staff members. She is available for as long as people need her, at any time of day and night. Two examples which spring to mind are:-the assistance of an elderly lady whose son died suddenly from an intracranial bleed. The lady was unable to communicate with the hospital due to lack of credit on her phone and so she put credit on for her without hesitating. She stayed with her for a prolonged period whilst she was able to process the events and then personally escorted her to her taxi. She also made sure the lady would not be alone at home. I do believe this is standard practice for her. Today, we had a tragic death in a young patient in an unexpected circumstance. She spent so much time with the family, made them tea and helped them sort through things that needed to be addressed. She essentially relieved the nurses from this so they were able to continue on a busy unit. Again she escorted them to their car and made sure they were safe to drive, she also offered to take them home if needed. There was no rush in any of this, she would have stayed as long as needed. Above all this, she was concerned about the staff and keen to make sure we were all ok. This nomination comes from many members of the ward 18 staff. The examples above are just a few, I am sure there are many more. It is difficult to put into words the difference she makes but it truly is appreciated. Thank You. Paul White, Senior Sister/Charge Nurse, ICU, Freeman Hospital, Peri-Operative & Critical Care

My Dad was admitted to ICU on 23rd August 2016 following a double lung transplant. The whole team are amazing but Paul stood out as he seemed to go the extra mile. He was friendly, helpful and reassuring and he put my Dad at ease during a very stressful and scary time. We can't thank him enough for his kindness and support. Jan White, Staff Nurse, Community, Arthurs Hill, Community Services Janice called to patients home as they commenced on suppositories. Patient and husband

John commented how ‘caring, professional and thoughtful’ Jan was relating to their care

for such an intimate and invasive procedure. Jan was described as ‘gentle’ and showed

‘great skill and experience’ when caring for and giving advice. Husband John who was

concerned about how his wife would receive such care described Jan as a ‘first class’

nurse.

TEAM NOMINEES

Cancer Services

Ward 33, Clinical Haematology, FH Our Father has been on this ward on and off for over 6 weeks including treatment for his transplant and end of life care. This whole team has been fantastic throughout allowing us to spend some final quality time with him making his last few days calm, relaxing and comfortable. We were accommodated any time, day or night by all of the team members. The support provided was truly fantastic.

Cardiothoracic Services Yvonne Elliott (Sister) & Ward 21 Staff, Ward 21, FH As a family we would like to nominate ward 21 for the personal touch award. My husband was admitted to this unit following a routine procedure which went wrong and as a result was in multi-organ failure. Each and every member of staff on this unit is a credit to the hospital and the NHS. We couldn't have asked for better, person centred care and were involved with and informed of every decision making process whilst he was with them. In particular Sister Yvonne Elliott ensured that we as a family felt supported and reassured that our loved one was receiving optimum care. She remained professional yet showed such empathy and compassion towards each family member. She prompted us each day to try and remain positive and reassured us that they would not give up on him when we felt like we were about to lose such a precious member of our family. Her truly caring nature and gentle approach made us feel valued and that our loved one was in such good hands. After being told that he was critical and may not make it, Sister Yvonne allowed us open visiting and even offered me a room to stay in, in case God forbid he passed through the night. She rang us at home to inform us of any change in condition and

involved us in any decision making process. She was open and honest and a true asset to the hospital. She prompted us to have hope, even when we felt like we had nothing left. She is an angel in disguise to us and we will be forever thankful. The whole team are the best there is. Bethany Cordes & nursing team

Children’s Services Ward 8a, Great North Children's Hospital, RVI

1. The staff have been friendly and approachable from admission until discharge. Their approach has been warm and caring. Beth was very supportive when my daughter was taken into theatre. Having our own room made the stay very comfortable.

2. I have spent a lot of time in hospital over the last 3 ½ years. My twin daughters were born very premature and have been in several different trusts. One of my daughters has a tracheostomy and has had breathing problems since birth. On the 24th August she had a reconstruction on her airway, to hopefully dramatically improve her quality of life. She was admitted to ward 8a at RVI and I want to share our experience with you. I have been very impressed with the high standard of care provided by the ward. The procedure my daughter was going to have was a very big deal for our family. This was the first operation we were going to be taking her to which wouldn't actually save her life. She has had many operations in her little life, but these were all necessary for her to live. This time we had to trust we were doing the best for her long term, to give her a better quality of life in the future. So, needless to say, we were very anxious. From before her surgery, the ward helped to alleviate as much stress/anxiety as possible. We were invited to the ward for a look around, see where she would be staying and meet the staff. We were given plenty of time to ask all the questions we had. We left feeling reassured. On the day of the operation, we arrived on the ward and were prepared for theatre. Everyone made us feel welcome, from the ward clerk answering the door with a smile to the healthcare assistant who helped with our bags/equipment. When she went to theatre she was away over 8 hours. They kept us informed, and offered us drinks; some even just popped their heads through the door just to check we were Ok. On our daughter’s return to the ward, the attention they gave to her was fantastic. She was in a lot of pain and was disorientated. They had made sure there was enough staff on shift to accommodate this, she had 1:1 nursing and was closely monitored. She was given pain relief and reassured she was OK. Unfortunately she decannulated herself (pulled her tracheostomy out) at 5.00 the next morning. Due to what the operation entailed this meant she was unable to breathe. Subsequently she ended up having a respiratory arrest. The crash team was called, her consultant informed. Everyone attended very quickly. Luckily myself and the nurse from the ward had managed to replace the trachy with a new one and got her to breathe before they arrived. The on call doctors were brilliant but didn’t need to do much after that. Her consultant came in from home and checked her airway was OK. Then she was left to recover. The nurses on the ward were great. Seeing your daughter lying there

unresponsive and not breathing is the scariest thing as a parent you could ever see. They were a brilliant support to me. I was still in shock quite a few days later. I was so frightened. But they helped me through with their care and compassion. Due to the above, we ended up staying on the ward for a further 5 weeks until the second part of the reconstruction could take place. During this time, I stayed with her on the ward. My husband and other children visited when they could. The staff were very friendly. They included our other children in activities and played with them on the ward. They allowed us to have family time together. They made my children smile during a very stressful time for them. They always went that extra mile to make us feel welcome, as well as providing a very high standard of nursing care. They involved us in her care from the start, before admission, all the way to discharge. The ward has recently moved from the Freeman Hospital to the RVI and is very small compared to the one they are used to (too small for what they need if you ask me). The playroom is a small area of a room where other children are waiting/returning to and from theatre. They don’t have a parent’s room on the ward and they have emergency admissions as well as planned theatre cases. I think that, on such a small ward, that they are still getting used to, and they have done remarkably well. To adjust to change takes time. So for them to be providing such excellent care, while still getting used to the new ward is brilliant. I can’t thank them enough for all of their hard work and dedication. That is why I think they deserve the Personal Touch Award. I apologise for the long letter, but I felt it was really important for you to know all the details

Ward 11, Great North Children's Hospital , RVI, I would like to nominate ward 11 at the RVI for the care and attention they gave to my Granddaughter during her recent stay as well as welcoming her parents who stayed to look after her. It was a very anxious time and the ward staff and the Multidisciplinary teams worked so well together to assist my Granddaughter during her stay & come to a diagnosis & treatment of her condition.

Dental Services Dental Emergency Team, Dental Hospital All fantastic staff. Sarah Ball (Clinical Trainer) & Sophie Holland (Dental Student), Oral Surgery Local

Both Sarah and Sophie took great care of my wife, they talked through everything with her and explained what was going to happen, my wife does not like needles, and she needed a tooth removed, both Sophie the student and Sarah the trainer were great with my wife, and made her feel calm, and the tooth was removed, both are a credit to the NHS and the dental hospital

E.N.T Services

All Staff, ENT Outpatients All very friendly, excellent communication before and after operation. Explained things very clearly to Jamie who is 5 in a way that he understood and he very much enjoyed his day in hospital and didn’t want to leave.

Estates & Facilities Denise Clark & Julie Sample, Regent Point Canteen The 2 girls running the staff canteen at Regent Point really deserve a special thank you. While professional in their jobs they also show a great deal of friendliness to all who visit, giving a lovely welcome every time. They know everyone by name and know what everyone likes and dislikes. They always have a smile on their faces and a cheerful word for each customer. Nothing is too much trouble; it’s certainly a pleasure to go there. Whatever mood you enter in, you always leave smiling and feeling better about yourself and your day. So special thank you from me and I’m sure most of Regent Point. Well done.

Internal Medicine/ED/COE Joanna Lawson (Associate Specialist) & Paul McAlinden (Data Manager), Falls & Syncope I attended the department because I had several falls. On the penultimate visit no treatment was needed but the Doctor mentioned above heard that my wife was suffering from vertigo and she immediately took her away and treated her even though she had no appointment and she had the time because I needed no attention. The improvement was immediate and there has been no relapse which is why we were both impressed and grateful.

Musculoskeletal Services Karen Anderson, John Williams & Team, Orthopaedics, RVI 1st class treatment received, empathetic, polite, understanding and knowledgeable. Excellent treatment received by the whole team after I received my operation.

Peri-operative & Critical Care All doctors, nurses and support staff, Liver Transplantation All doctors, nurses and support team looked after me very well up to, and after my liver transplant. They put up with me when I was in a confused state with my drugs and went above and beyond their duty caring for my needs. All staff, Ward 37, Freeman Hospital

1. During my Dad's recent transplant complications he was taken to ICCU. The care

and support provided to patient and family was second to none throughout his whole stay on the ward. They spoke to him throughout his sedation as if he were awake and kept us fully up to date at all points. Nothing was too much trouble for them and they answered all questions. Every staff member involved in his care was fantastic.

2. Melizza and Alice are amazing critical care nurses. On one shift in October they had to care for a patient who was in liver failure following the still birth of a baby. Melizza and Alice had to care for the patient and also the baby which was unusual for an adult ICCU. They were both so supportive to the patient and their family and although they were placed under extreme stress during a very emotional time they provided excellent care to the patient and the baby.

3. Our daughter was in critical care for two weeks. She has MS and ovarian cancer. She had severe breathing problems when being moved to a ward and if it had not been for the quick response and care she received I think we may have lost her. All the nursing staff on ward 37 are wonderful. The health care and support we got was exceptional.

Plastics, Ophthalmology & Dermatology (POD) Robert Fenwick & Susan Mulroy, Ophthalmology Outpatients, Newcastle Eye Centre When I have to have a Lucentis injection, I am always pleased when the above two members of staff are involved. They are very reassuring and talk me through the procedure so that it is relaxed and painless. Susan has stood beside me and held my hand each time she has supported Rob, which rarely happens in hospital clinics; and I have attended a few in the past three years. While maintaining a very professional manner they talk to me like friends and I no longer dread the injection.

All staff, Phototherapy, RVI Nice people. Calmed me down. Great staff. Kind. Friendly.

Sexual Health Nurses, New Croft Centre, Newcastle upon Tyne I visited the New Croft centre to receive advice on which contraception is right for me. I have tried a few in the past 5 years but nothing was right. I attended the sit and wait service however the nurses on duty told me I was too late. I explained my contraception was about to run out in 24 hours and I was going on holiday for a few weeks and was worried in case it was needed whilst I was out of the UK. They were very understanding and tried to squeeze me in and got me seen by a nurse with 30 mins. The advice given was really helpful and explained in great detail, all my questions were answered and the

nurse gave me what she thought best suited my lifestyle. I feel as if all the nurses went above and beyond to help me with such little time at hand I am extremely grateful and I feel the contraceptive I am on suits my lifestyle and I feel 'normal' again. Dr Diana Mansour, Consultants & Specialist Nurses, New Croft Centre There have been recent occasions where I have come to the New Croft Centre feeling quite distressed regarding sexual and contraceptive health issues. I have been seen by members of staff including the Consultants/Specialist Nurses who have all been absolutely superb, they made me feel comfortable and at ease as well as giving me the correct advice & support. I would like to give a special mention to Dr Diana Mansour, who especially took the time to emotionally support some personal health concerns I did have. She listened to me, and didn't make me feel inadequate. The service is excellent, I can't commend the nurses and doctors high enough and considering it’s an extremely busy department, I feel that I can rely on coming to the service and to be treated with the highest level of care. I would just like to say many, many thanks.

Urology/Renal Services Jill Ferguson & Sarah Askew, Nurse Specialists, Urology Speciality Both these nurse specialists gave time to listen to my concerns before and after the operation. The advice and care and openness have made a big difference on the road to recovery. All nursing staff, Ward 2, Urology, FH Sarah Gunn ran this ward very smoothly. The nurses had time to advise and help first as

I recovered after the anaesthetic and they mobilised with a catheter strapped to my leg.

Advice was given on discharge was clear.

VOLUNTEER NOMINEES

Bob Davis, Administration Support Volunteer, NCCCC, FH, Cancer Services Bob goes over and above to help the admin team. Bob has even come in on his days off

to try and reduce any backlog and to help the team in any way he can. He is an integral

part of the team and we are so grateful to have him. Nothing is a problem for him, the

service he provides is outstanding. Bob even makes homemade cakes and brings them in

for staff which is a lovely gesture.

Ingrid Kerr, Meet & Greet, GNCH, RVI, Patient Services This lady was very kind and generous with her time. Lovely sense of humour which

relaxed me before my appointment.