This award is an opportunity for patients, families, visitors and Trust colleagues to say ‘thank you – you made a difference’ to a member of staff or a team for anything (however small!) that helped make their experience of our services better.

The winner for May is:

Julia Michael, ESR OSM Programme Lead, Training/The Meadows, St Ives

Julia was nominated by Sarah Saul and the DynamicHealth team. Julia has been so supportive to the DynamicHealth services with the mandatory training issues that have been faced and the ESR pilot that they have been involved in.

She is helpful, approachable and aims to solve any issues thrown at her. Julia also went out to their divisional meeting to explain the challenges and what she, the team and CCS are doing to resolve them. She has met with individuals, helped staff achieve remote access, provided "how to" guides for them all and sent out regular compliance reports so they can performance manage those who are not booking in their sessions.

Julia is patient, kind, helpful and seems too often be subjected to CCS staff frustration when it’s the many different systems used and sites they work from that are not aiding the delivery of the training. This team is pivotal to CCS progression onto full ESR delivery and overcoming the I.T/system challenges currently being faced and DynamicHealth are very appreciative of all the assistance Julia and the team give to us all.

Congratulations to Julia, a worthy winner!

Other nominees were:

Norfolk Just One Number Clinical and Admin staff, Cringleford
The team were nominated by Sian Larrington after implementing an innovative new service for Norfolk, providing Just One number, a single point of contact, for all service users and professionals to contact the Healthy Child Programme. Working together the team of clinicians and administrative staff, many of whom are new to the organisation, have brought their knowledge, skills, energy and commitment to put into action a year-long service redesign plan which is already getting positive feedback from service users and professionals alike.

Julie Mutton, Health Care Assistant, Health Care Assistant - Luton Treatment Centre
Julie was nominated by Rachel Kremer for being warm, passionate, caring and professional to both service users, carers and staff at all times. So much so that you feel better for seeing her and she truly puts a smile on your face. She recently received this feedback in patient engagement: “Julie (super) blood sample taken.”

Lindsey Gibbings, Locality Administrator- North & Broadland, Norfolk Children & Young People's Health Services
Jenny Myhill nominated Lindsey for being a much valued member of their team and never faltering in her commitment to the service and the team around her, often going above and beyond expectations to ensure that “the job is done to perfection.” Lindsey consistently demonstrates the values of the organisation, and is proactive in supporting the implementation of new service developments in the North and Broadland locality. She has also been an active member of a project group to develop processes within the new “Just One Number” single point of access team in Norfolk alongside her locality role, and her expertise within this has been invaluable. Quite simply: “A big thank you to Lindsey for always being reliable with a smile and a “can do” attitude.”

Claire Studd & all reception staff, Governance Project Officer, iCaSH Suffolk
Claire was nominated by Allison Chaplin for leading the way in promoting patient feedback, and ensuring patients are aware of their importance in shaping the service by 'you said we did'. She has supported reception staff across the service to promote completion of patient feedback cards and ensuring their input into meridian. The reception staff have worked tirelessly in promoting patient feedback cards on their arrival in the clinic. This resulted in 16/17 in the service receiving over 4000 feedback card, and the service consistently receiving an FFT score of 95% and above. iCaSH Suffolk are one of the biggest contributors to the overall volume of patient feedback received by the Trust.

Kim Mulligan and Ruth Hughes, Recruitment Administrators, Luton Community Services
Kim and Ruth were nominated by Vivien John and Emily Gladwish for the positive experiences expressed by new staff joining the Luton, thanks to the amazing customer service provided by them both.  Their diligence and friendliness is making a significant difference in keeping new staff motivated and excited about joining the Trust.

They realise the importance of keeping newly recruited individuals involved in all communications even if it’s just to say everything is going through fine.  Their names are mentioned in every Luton Trust induction without fail and with consistent admiration.  Feedback has included:

“Ruth displayed outstanding organisation in organising my documents as well as my interview. She replied promptly to all questions and came back to me when promised even when she could not answer immediately. She is always pleasant, respectful and showed diligence towards her role, well done Ruth!”

“Kim has facilitated the recruitment process effectively. She has remained approachable and helpful throughout the process. She has been efficient with directing individuals to the appropriate service and prompt response to emails. Kim portrays a positive impression of the Trust as her role acts as gateway to the Trust.”

Sophie Ross and Jo Oakey, Dental Nurse and Dental Receptionist, Community Dental Service, Princess of Wales Hospital, Ely
Sophie and Jo were nominated by Thomas O’Conner for their exceptional skill, knowledge, caring and calmness during and after a monorail incident at The Princess of Wales Hospital in April.

A very serious fatal incident in the vicinity of the Minor Injuries Unit at the Princess of Wales Hospital took place outside the entrance door to the Community Dental Clinic: the area was immediately cordoned off, with much activity by hospital staff, police etc. Patients who were in the Minor Injuries unit at the time had to leave, and the department took over the care of two of their patients: a young girl who had received facial trauma in an accident at school, and a frail elderly lady who had fallen at home, and had facial injuries and a suspected fracture of the radial head of the right arm.

Both patients were very traumatised: but Sophie and Jo made them comfortable and calm, and looked after their immediate needs. Although they do not have specific training in dealing with a scenario like this, both of these members of CCS Dental staff kicked in to a perfect emergency situation action. They remained calm, ensured there was no immediate danger to any patient, staff member or member of the public, displayed outstanding communication skills and team working.

Jo liaised with the elderly ladies GP to arrange an immediate appointment for further assessment and treatment of her arm injury, while we stabilised the facial and dental injury. Jo also liaised with a family friend of this lady to ensure that someone could come to be with her and that she would have appropriate transport to her GP and onwards to A&E if needed. Both staff members also assisted in looking after the basic needs of these patients (safety, fluids, comfort), in a wonderfully professional manner. In addition, they helped to direct hospital patients and visitors who were arriving to the hospital via the alternative entrance outside our clinic, as well as looking after these additional patients sent from the Minor Injuries Unit.  They did all of this by running through their own lunchtime, not having any break, and just keeping going, putting the patients interests first.

These two team members ended up working right through from the start to the end of the day: without a single complaint or moan. Plus, with all of this going on, they managed the clinic and the time keeping so that we were back on track and able to see our own 2pm patient perfectly in time: this young gentleman has profound special needs, extremely challenging behaviour and must come straight from the careers transport and into the clinic without any delay or waiting. Sophie and Jo were aware of this and pulled out all the stops to ensure this man's needs were met.

The day was infinitely more challenging for the poor staff at the Minor Injuries Unit, but we really feel that Sophie and Jo’s outstanding actions went above and beyond, to provide an absolutely upstanding level of care to many patients, in a hugely difficult incident.

Congratulations to everyone nominated this month.