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.

Our Christmas winners are:

The Luton Phlebotomy Service - Luton Treatment Centre

Rachel Kremer nominated the team after receiving some excellent patient feedback responses for the month of November: These included: 'She was very friendly and polite, very cheerful-makes a difference', 'Being blind is difficult but her visits makes me laugh. Could see her everyday', ‘Very friendly-patience to the full. Caring and helpful', 'She is lovely to talk to, polite and they are lucky to have her', 'Made me feel calm and at ease', 'Perfect procedure to take blood sample', 'All staff helpful and friendly', she can come again any time', 'I was an outpatient at the hospital, I took my blood form with me and thought I would get my blood test done there (I am housebound and can’t walk at all well) but they refused to do it. I am old and frail. Thought that they could help me and save the NHS doing 2 lots of treatment but the lady came today and did my blood and done it within 2 minutes', 'Done everything well-perfect', 'Had a lovely chat with Cleo, she was very kind and gentle', 'She is a tonic - welcome anytime, makes me laugh', 'Great job - never a problem - leaves you smiling', 'She sat and chatted - nice for me', ' I don't see anyone - I liked her, she listens', 'Happy soul - well happy with job - painless', 'Over the moon to have blood taken at home. We both struggle to get out', 'Quick, easy, always smart and cheerful', 'Lovely caring attitude- nice to see her', 'Used to hate blood tests but really don't mind now - a nice smile on a dull day', 'Smart lady today-friendly and chatty. Thank you for a fabulous service', 'everything done well - it is possible to enjoy a blood test'. 

The team comprise of: Ann Cullen, Cleo Delmar, Diane Denison, Jan Fullbrook, Irene Mailing, Julie Mutton, Hazel Pomfret, Aine Stiff, Carmen Carp, Muniba Zahoor, Sue Ruffett and Judy Wildman.

Well done to you all!


Other nominations this month included:

Alexander Stanton, Named Nurse for Safeguarding, Luton Children’s Services 
Alex was nominated by Tina Charlton who said: “Alex moved from Bedfordshire to Luton as a result of the changes in service provision and contracts. Alex has brought her wealth of experience to Luton with energy and enthusiasm in a way which has benefited the whole service, despite the fact that the change has resulted in Alex having a longer journey to work.  Alex has embraced the change and all the challenges in Luton in an incredibly positive manner. If you need an example of how a practitioner has embraced change which may not have been in their personal plan they should look to how Alex has undertaken this role. We are delighted to have such a knowledgeable calm Safeguarding Lead in Luton. There is unquestionably significant benefit to the safety of children in Luton.”

Emily Archer, Health Visitor, Norfolk Healthy Child Programme, Vancouver House, Kings Lynn, Norfolk
Emily was nominated by Daniel Grimes who said: “I overheard a colleague having to cancel a home visit at short notice; Emily went the extra mile and voluntarily stepped in to rearrange her own working day and take on the visit herself. It was clear from overhearing Emily's phone call to the child's parent to let them know she would be coming that they were delighted with this, having previously been disappointed by the initial cancellation. I thought this was excellent and demonstrates the fantastic, positive nature of this Trust's staff.”

Simon Blows, Admin Lead, iCaSH Suffolk - Orwell Clinic
Allison Chaplin said: “The Orwell clinic continues to experience significant estates (over the last 18 month) issues that have seen Simon having to manage projects in regards to the management of damp, leaks and drainage issues that have required oversight of builders and ensuring service disruption has been kept to a minimum. This is on top of his day job of managing the admin provision at the busy Orwell clinic. Simon is meticulous in his management of the issues, which involves liaising with many different departments in and outside of the organisation. He ensures everyone is kept up to date, and always undertakes these additional requirements with good grace and a smile on his face. I’m not sure how the service would have been able to have continent to deliver services so effectively without Simon's persistence in getting issues resolved.”

Garming Lui, Physiotherapist, Cambridge
Garming was nominated by a patient who said: “I was offered a full and comprehensive assessment and informed treatment plan by a superb clinician. Empathetic, calm and confident in his approach he gave me the confidence and knowledge to develop pain relieving strategies. I came away from the session feeling positive that I could manage my condition but also in the knowledge that further support was there if required.”

Edwin Lobo, Community Paediatric Service, Redgrave Gardens Children Centre, Luton
The Edwin Lobo Centre Community Paediatric Service were nominated by Augustina Williams. The team provides medical diagnostic services for children and young people living in Luton & South Bedfordshire with a neuro- developmental disorder e.g. Autism Spectrum Disorder, Attention Hyperactivity Disorder etc. The team comprises of administrative and clinical colleagues (Drs, Nurses, SALT, and Clinical Psychologist) who have worked very hard collectively to improve outcomes for children. The majority of children are seen within the expected timeframe for their first appointment and children seen within timely manner for review of ADHD medication reviews. 

Augustina said: “There have been improvements in clinical reports being sent out to GPs, parents and other professionals advising of clinical updates/treatment plans. Team members have worked hard to improve service provision as part of Programme of Service Redesign over the last 2 years despite challenges with capacity. Clinicians have presented research work at international conferences on adverse childhood events, won prizes for research and for co-produced family information leaflets, expanded the specialist nursing workforce including supporting nurses with Independent Nurse Prescribing Course - passed successfully; collaborated with system partners to deliver parenting programme for children waiting for multi-disciplinary team assessments, as well as joint neuro developmental triage of referrals with system partners for children/young people with complex needs. 

“All team members have worked flexibly to put on extra clinic sessions when needed to see children including much needed admin support to ensure clinics run smoothly and clinical reports are typed and sent out on time. Admin colleagues are fully engaged in supporting parents/carers access appointments implementing text reminders and telephone call appointment reminders. The service continuously receives excellent feedback from FFT. This work is on-going and has seen changes in processes and people, which has been challenging at times, all team members to be celebrated for their hard work and efforts in rising to the challenge.”

Service user feedback comments include: • I was made to feel comfortable. I also got all my questions answered and got lots of helpful advice. • Allowed my child to come in via the back door to reduce stress levels. • Listened to me and my concerns. Friendly and welcoming. • You are already doing everything well.

Lauren McKeown-Tofts, Speech and Language Therapist, Peacock Centre, Cambridge
Susie Robertson said: “I have recently delivered two different training packages and at both Lauren was mentioned by different professional attendees. In training for the 0-19 HCP, a health visitor reported how fabulous her experience of delivering training with Lauren had been. Lauren was described as an excellent trainer, giving inspiring and insightful examples, and supporting the 0-19 service in responding to demand. 

“The other training was for educational professionals from outside our organisation. A head teacher attended and explained Lauren is the link therapist for her school. She wanted senior management to know that she describes Lauren as such as positive ambassador for CCS, and our profession. She explained the huge support Lauren has given for specific children and also helped develop the knowledge of staff. She said that despite being busy, Lauren always has the time to make children, families and staff feel valued and listened to. The head teacher also described how all school staff feel they can approach Lauren and that she recently gave a strategy ‘in passing’ about how a TA could support a child, which has been immediately beneficial to the child and school. 

“I felt these accolades, of Lauren demonstrating our Trust values and behaviours, are so powerful to hear from professionals outside of our service. I would therefore like to make a Shine a Light Nomination to acknowledge the impact of Lauren’s dedicated work.”

Hayley Kelly, Health Care Support Worker, Children’s Community Nursing team, Cambridge
Hayley was nominated by Maria Nowshadi for being instrumental in organising a travelling theatre company to come and put on a Pantomime for the Children on the CCN caseload. Maria said: “The children are suffering from a range of long and short term conditions and some are life limited. We had a large number of children come with their families. Some of the children themselves commented on the opportunity to be able to attend an event where there were other children "like them" with tubes and things. On top of the Pantomime Hayley also sorted out donations for an amazing raffle which rose over £400 for the CCN team’s charitable fund to ensure we can provide Xmas presents and treats for our children throughout the year. Hayley put a lot of her own private time and effort into make the event such a triumph. The whole afternoon was an amazing success.” 

Comments from families and children included: “EPIC” by Jacob age 4, “Best time ever” by Sophie age 4, “Thanks to the amazing team who put on a brilliant event that the children loved.” Mum of child.

Michelle Marshall, Joanna Barbour and Tracey Sullivan, Newborn Hearing Screeners, Luton
Deborah Cheshire nominated Michelle, Joanna and Tracey who work or have worked for the Newborn Hearing Screening Programme and have successfully achieved their Level 3 NVQ Diplomas. They are three of only 300 screeners across the United Kingdom to have achieved this (across 4 disciplines those being Diabetic Eye X 3, Triple A and Newborn Hearing Screening). 

Deborah said: “In 2016 Public Health England proposed that PHE Screeners would be required to undertake an NVQ L3 Diploma in the specialist field. Now in 2019 this is a mandatory requirement of all Screening Services and funding is limited. In 2017 PHE England agreed that they would pay for any existing staff to have the opportunity to commence the course. This was put to my staff for their personal development and my training to be prepared for any newly recruited staff from thereon. As a new Diploma it was a real challenge to pin down a certificating board willing to take us on and eventually with unashamed networking we were registered with Gloucestershire (Pearsons). The opportunity was offered to the whole team and three of the existing staff took up the challenge. I don't use that term loosely as the format was completely different to any previous experience of clinical training I was used to and even now it is completed and as a team we have learnt so much it was frustrating and difficult for us all, learning on the job and picking ourselves up when teaching ourselves the ropes. 

“To some it may not seem an outstanding achievement but it really is. The learners have never had this opportunity or recognition for the jobs they do in the 16 years of the service. They overcame individual and group setbacks and disappointments when we interpreted questions incorrectly or had to resubmit clinical observations when templates were changed. We can now reflect that would have been expected in a brand new course along with the usual teething problems. The Learners resilience to such shortcomings really showed me that I have a devoted team of staff, who by putting themselves out there to be the best they can be for the parents and babies we care for. The mantra for our service is 'Family Friendly' and these staff have proved that overwhelmingly. 

“I would like to nominate all three as a team of learners with specific acknowledgement for the following aside from their qualification. Joanna diligent and methodical planning and maintenance of an index which proved invaluable near the end of the course. We had a punishing 10 hour stint on indexing the entire diploma which was painful but worth it. To Tracey who a few months after commencing the course was promoted within CCS to Audiology Practitioner. She could have given up the Diploma as she had to study for her new post and settle into a new role. Thanks Tracey for the cups of sweet tea that kept us going. Finally to Michelle who had a calm determination that kept on going right up to the end. The positive competitiveness with herself to achieve this diploma really picked me up on the tough days. To all three congratulations and thank you for seeing this through and supporting me as your line manager and assessor to keep on going especially at times of personal difficulty, absence and sheer tiredness. You did it! “

Wonderful nominations for our final Shine a Light of the year, well done everyone!