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 November 2019 is:

Rachel Harrod, Assistant Practitioner, South Norfolk Healthy Child Programme

Rachel was nominated by the family of a little girl she cares for.

Rachel was referred to the family in October 2018 as they had concerns that their daughter was showing signs of having Autism. She was behind in her development, she was non-verbal, and she chewed everything and would put everything into her mouth so she had to have constant supervision which she still does need. She wouldn’t make eye contact or respond to her name, she wasn’t social and had separation anxiety, she didn’t play like children of her age, instead she liked to stack, pile or line up her toys/objects. She didn’t like going to new or certain places, and would get distressed daily and for her parents everyday was a struggle because they thought they were doing something wrong as they didn’t understand why she was so behind or acted the way she did.

Since being introduced to Rachel she has gone above and beyond for their daughter and for the whole family. Their daughter has come so far already and that is because of the help Rachel has given them and put in place for her. She referred them to a paediatrician and she got her diagnosis in April 2019, portage, occupational therapist, speech and language; applied for an EHCP (which they have now been accepted for and are in the process of getting the first draft) she also put them forward for an additional needs group which they have found so helpful.

The family said: “We’ve met other parents who are going through or have gone through what we have and it’s so nice and such a relief knowing that how we felt is normal and we weren’t doing anything wrong we just needed to have better understanding and I guess change our way of parenting and we have also been able to give advice to parents who are now going through what we already had.

“Rachel has helped our daughter to get DLA, a blue badge and family fund which is helping her get a special needs pushchair. Rachel also put us forward for a family holiday which was run by a charity and I can’t express how amazing that holiday was. Our daughter’s needs affect the entire family so it was so good for not only her but also her brothers and sisters and also us too, it’ll be a holiday we will all remember and treasure for always. Our daughter also attends preschool which she absolutely loves, she has a keyworker who is with her all the time for her safety which is a relief for us knowing she is safe and that is because Rachel spoke to her preschool stating her needs.

“She is now responding to her name, able to have eye contact; she is able to be around new people and is learning to cope better in new places too. She is able to do so much more than she was and she’s also starting to say actual word and hearing her say mummy and daddy is absolutely heart-warming as we didn’t think she would start talking.  We can’t wait for the day when she tells us she loves us but just for now we hear her say it in other ways.

“Rachel also helped to get our housing banding put up to gold as we are very overcrowded; we tried everything we could think of but with no luck so Rachel wrote a letter and went into the council herself and had a meeting with our housing advisor where Rachel explained why we needed to be put onto gold and explained our needs.

“Rachel is always at the end of the phone if we need her for anything, we feel so lucky to have her she certainly deserves an award and so much more, she is amazing at her job, she is so passionate about it too and she really does care, which nowadays is very rare to find. We all can’t thank her enough for all she has done and for everything that she will continue to do. She certainly is a shining star and a true gem too.”

What a wonderful nomination, well done Rachel!

Other nominations this month included:

Terry Whyman, Photographer and Video Producer, SBS, Kingfisher House
Terry was nominated by Fay Spencer for his help with the Just One Norfolk platform. They were asked to develop a universal digital offer for Pathway to Parenting. This had a short turnaround time and involved the filming of a wide range of Norfolk families and professionals. Fay said: “Terry was great at understanding and prioritising this, as well as being available to edit at short notice, usually with a tight turnaround! We would not have been able to deliver this piece of work without Terry’s skills (patience!!) and flexibility. Terry - we think you are awesome!”

Sian Hussain, HR Advisor, Luton
Sian was nominated by Faiza Choglay for her continued enthusiasm, passion and compassion for advocating health and wellbeing for our staff. A recent example was promoting World Menopause Day on the 18 October within the Trust, Sian took this on without hesitation, and although last minute. Sian achieved this by working incredibly hard to promote this across the trust whilst also meeting her day-to day responsibilities.  Faiza said: “Sian went above and beyond her role to create a valuable display with all the important information around Menopause for staff. Sian also put her personal touch by researching and organising the pulling together of some lovely bags of goodies which include a hand fan, leaflets and some choccies! She also requested the purchase of five informative books on the menopause which offer support for staff currently going through the menopause and for family, friends and colleagues who know someone who is also going through this.

“Sian has ensured that these books are accessible across the Trust’s main sites. The feedback has been very welcoming and Sian continues to make herself available to staff with any questions making them feel very supportive. Sian is already thinking on how to make this bigger and better next year! I am very proud of her achievement and compassion towards staff in particular when it comes to promoting health and wellbeing, and she fully deserves recognition for this.”

Bridget Wilson, Receptionist/Administrator, Peacock Centre
Bridget was nominated by Vicki Dye after she heard beautiful conversation that took place between Bridget and a little boy. Vicki said: “Mum had brought the child in for an appointment and Bridget asked him if he knew what day it was today. He said in a really enthusiastic tone that it was Halloween. Bridget's reaction (feigned shock) was amazing and sent him into a fit of giggles. From therein, they conversed about what he would be doing for trick or treat, what he was going to wear and how exciting it was going to be. The whole conversation was truly beautiful. I know all the reception staff make a huge effort and I am proud of them all but this particular conversation has really stood out for me and I would subsequently like to nominate Bridget for a Shine a Light award.”

iCaSH Peterborough team
Katie Neate nominated the iCaSH Peterborough team who recently supported a member of the public who worked in a nearby building and was experiencing a medical emergency. Their response to the incident showed exceptional professionalism, calm and quick-thinking as well as excellent teamwork in an emergency.

Katie said: “On the 28th October, a panic alarm sounded in reception of Kings Chambers, alerting everyone to the fact that a member of the public who worked in a neighbouring building had ran into the building asking for oxygen. Some of the team immediately grabbed our oxygen as well as our emergency box and went to the premises to assist. It materialised to be a member of staff with a pre-existing condition who required urgent help, and the team were able to offer them assistance until an ambulance arrived within 10 mins.

“Those who stayed behind in clinic very kindly stepped in to see patients and cover for their colleagues without a second thought, ensuring that they were seen in as timely a manner as possible and with minimal disruption. They truly went above and beyond to put the needs of our patients first. Between them, the team showed their initiative by working together to coordinate the ‘mopping up’ of all the different clinics running.

“On their return to clinic everyone pulled together to make sure that all of the team got their breaks. This kind of thoughtfulness, teamwork and mutual support is typical of this team. It is perhaps worth mentioning that the team experienced a second incident later in the week, with the loss of power to most areas of our clinic on the 31st October (just in time for Halloween!) leading to us initiate our Business Continuity Plan. As always, the team responded calmly and pragmatically, seeing as many patients as possible safely and putting in place alternative arrangements before closing the clinic. A huge thank you to the team at iCaSH Peterborough – you are incredible!”

Kate Isley, Clinical Nurse Lead, ICaSH Wisbech
Kate was nominate for being a lovely, helpful & supportive lady. The nomination said: “She is the glue that holds our team together.”

Jasmine Wilson, Recruitment Administrator, Cringleford
Jasmine was nominated by Diana Collins who was extremely distressed because an employee reference had not been sent off to her estate agent and she was at risk of losing the flat I had put a deposit on. Diana said: “When I initially asked for the reference request Jasmine did all she could to get it through as soon as possible. When she realised she had to send this to a different part of the service she kept me updated and also kept checking in. Although the reference was not done in time Jasmine contacted her manager to get this done as soon as possible - even though this was not her job to do. Jasmine also stayed late at work to ensure it had been sent and to write a report detailing what had happened.

“Jasmine was very empathetic, kind, and went above and beyond to help me. I have now heard from my estate agents who have got the reference and I am no longer at risk of losing my new flat- and this is down to her. Jasmine could have quite easily said it wasn't her job or problem, but she didn't. Jasmine was on top of making sure this was completed and extremely efficient. If every member of staff was like Jasmine we would have a very effective and efficient workforce, but more importantly we would have a very kind, caring and empathetic work force! (not that we don't have that - but Jasmine went above and beyond these expected levels!).”

Neil Podbransky, Sue Jermey and Lisa Parish, Lead Nurse, HCA, Pharmacy Tech, District Nursing Luton 
The team were nominated by Ian Beattie who said: “The team have supported the NOAH project offering health checks and flu vaccinations to the vulnerable homeless people in Luton. This has been much appreciated by the project and is something the team feels is very rewarding. This has shown how working in collaboration with the voluntary sector can enhance the health of the population of Luton. The team will being doing a follow-up session in late November.”

Tess Shaw, CYP Physiotherapist (Cambs)
Tess was nominated by Jacqui Taylor who said: “A 17 year old young lady was referred to our service in January 2019 by the CCG whilst an inpatient in an adult rehabilitation unit following a road traffic accident which left her with a severe brain injury. She was eventually discharged from the unit in March when Tess took on her physiotherapy care. Exceptional case funding was granted by the CCG to offer Physiotherapy rehab three times a week. Tess has overseen this rehabilitation from her point of discharge until her transition into adult services in September 2019 at the age of 18 years.

“Tess has shown exceptional organisational skills in managing caseloads amongst the team to facilitate this intensive rehabilitation programme, starting with a home visit prior to discharge and commencing rehabilitation sessions on the day following discharge from the unit so no rehabilitation time was lost at such a crucial time in her recovery. She has worked tirelessly with the young person and her family to ensure the young lady's aims and aspirations have always remained at the forefront of the process. She has incorporated her therapy into everyday life and activities so rehabilitation has been a 24 hour process incorporated into everyday family life and daily activities, such as household chores, self-care, etc. She has continued to boost this young lady's confidence and keep her motivated/focussed on her goals, making therapy sessions challenging but fun, which is no mean task with a teenager and with such intensive input. She has fostered a strong and trusting relationship with the young lady and her parents which has certainly played a big part in her remarkable recovery. Unfortunately, the young lady required surgery on her knee despite best efforts. Tess ensured that this was well managed and again was at the family home the day following discharge to update ideas and give support and advice to the family.

“She has worked hard to ensure the transition into adult services has gone as smoothly as possible - facilitating joint visits/sessions with adult therapy teams to help foster relationships before services were transferred. She has supported the transition for this young lady back to school (sixth form) facilitating visits to school prior to her starting and on the day she commenced school to advise school staff on support for the young lady. Tess has also worked with the young lady on activities towards participation such as accessing gym equipment to promote her rehabilitation but also to 'normalise' with activities for other young people her age.

“The benefits have been reaped as the young lady has started walking short distances independently shortly before her move to adult services. Feedback from the young lady: “Although the physio has been tiring, I have enjoyed it and can really see the benefits of having worked hard with Tess.” Feedback from the young lady's mum: “It was like returning to a Level 1 rehabilitation Unit (like she first went to after her head injury) when she moved into the community physio service. We really started to see the improvements quickly after the team’s involvement. We were always included in the rehabilitation and knew how we could contribute with brilliant ideas at home to support our daughter's progress. Sessions were consistent, never cancelled and the team continued to push our daughter on and she worked hard as she could see the benefits she was reaping. We know we would not be where we are now without the help that has been offered by Tess and the physio team.”

“In short, I feel Tess needs to be recognised for her oversight, input and organisation in ensuring such a positive experience and outcome for this young lady and her family at such a difficult and challenging time in their life.”

Well done to everyone who was nominated this month!