Personal_Touch_Winners_-_Q1_2013.pdf - Newcastle Hospitals

Winners
Quarter one, 2013
Individual winner
James Cairns, Transport Assistant
Reason for nomination:
When we first heard about this award everyone in the Podiatry Department immediately thought
of Jimmy. James Cairns works tirelessly for our department primarily as a Transport Assistant
helping patients who attend by ambulance to their podiatry appointments. He helps in everything
to allow the smooth running of the clinic, from removing ice from paths, to ordering stock and
reporting any faulty equipment. He is flexible enough to run reception and has a truly excellent
telephone manner. Before working in our department Jimmy worked in NHS Loan Equipment and
fitted in exceptionally well. He is naturally caring and assists patients with enthusiasm, far beyond
what is expected. An example is that he will clean a patient’s spectacles to brighten their day. Two
direct quotes:
1. “Jimmy always goes above and beyond the call of duty for patients and team members alike.
He always maintains a friendly, helpful, professional attitude regardless of the situation and
puts the patients at ease in potentially stressful times. All of the patients look forward to
seeing him, he is always able to make them smile and laugh as well as being conscious of the
maintenance of their dignity. Hope that helps”
Alison Aitkin, Podiatrist.
2. “Hmm, there are lots, but perhaps we can say about how the patients are always asking where
he is when he's not there - stand-ins are tolerated but only just! Many bring him biscuits etc.
They think he is a young man!! He is just so helpful and can anticipate what is needed,
sometimes before even we, or the patients know it themselves. He's pleasant, highly
organised, can diffuse situations and has the ability to get on with everyone, and a great sense
of humour. He makes Transport clinics run smoothly.”
Clare Lomas, Specialist Podiatrist

Everyone who meets Jimmy is full of praise for his attention and it is an absolute pleasure to
nominate him to the panel.
I am sure that all patients that come into contact with Jimmy would be supportive of this
nomination.
Individual winner
John Lant, Central Operating
Reason for nomination:
John recognises individual patients’ needs, and when these needs can't be met. He takes a
genuine interest in each individual patient while maintaining professionalism. John often returns
to patients’ wards to check on their progress and often brings newspapers and sweets for them
from the hospital shop. John has regularly visited a patient who has no family/friends over their
long stay of several weeks, ensuring they have company and supplies from the shop, and takes no
money for these supplies.
Team winner
Claire Sedgwick & Mr Dayalan Karat, Nurse Specialist and Consultant
Surgeon
Reason for nomination:
My father (Fred Marshall) was diagnosed with advanced stomach cancer 2½ years ago. The care
and treatment that he has received has been exceptional. Mr Karat and Claire have led the care
team and taken my father through extensive surgery and chemotherapy. Although in his eighties
and partially deaf - he has been treated with the utmost dignity and respect throughout. His wellbeing
has been at the centre of all decisions taken. During this time he has been fully involved in
decision-making and fully informed of his care and treatment.
I have no doubt that without the expert care from Mr Karat, Claire and the team he would not be
with us today. They are exceptional individuals and have always managed to deliver a personal
touch in a very complex and challenging environment.

Individual nominations
Andrew Fox, Staff Nurse
Andrew is bright and friendly and brings a fun and caring attitude on to the ward. He sacrifices his
breaks and leaves work late for the good of the ward. He has lots of time and patience for new
starting staff and is a great asset to the Trust.
Wendy Burke, Waiting List Clerk - Orthopaedic Waiting List Office
The Musculoskeletal Directorate has made significant strides in recent times to sort historical
capacity issues in relation to orthopaedic waiting lists. A key area for this is spinal surgery where
there have been significant waits. Recent work over the past 12 months has reduced this wait
considerably and a key risk area relates to the capacity of Mr Gibson's practice. Wendy is the
linked clerk within the Waiting List Office for Mr Gibson's practice and her extraordinary work in
working with him has been a key factor in the significant reduction in his waiting times. Wendy has
gone above and beyond the call of duty.
Professor David Burn, Consultant Neurologist
Professor Burn is a lovely doctor who is very skilled and also has a relationship-centred approach
in that all are valued in his team which involves patient and carer. (Prof Burn's team are wonderful
too, including his secretary and nursing staff). He is also clearly non-judgemental and carries out
his work with candour and compassion and that has been supportive for me as a carer of someone
with complex needs, and has had a positive impact on the wellbeing of the patient. His patient
interaction is a joy to see, full of valuing, honesty and respect and this is very therapeutic to his
patient. He also recognised us at a conference and took time to speak to me and his kind words
meant so much.
Sharon Carruthers, Minor Injuries
I had injured my knee playing football and had been dealt with by Sharon after deciding I needed
an x-ray. Sharon looked at the results and was still not happy as there was something there that
could have been a break. After getting a second opinion from an orthopaedic doctor they still
couldn't say so she referred me higher again. I had no charge on my phone to contact my family so
she lent me hers then contacted security to get them to look after my car. I was finally admitted to
ward 23 and sent for a CT scan which confirmed the fracture. The lady in the CT scan said it was a
really good spot by Sharon as that would generally have been missed on an x-ray. I bumped into
Sharon again outside the CT scan and she showed a real interest in how I was and if it was a
fracture. People like Sharon should be recognised and her work should not go unrewarded. A huge
thank you to all the team on ward 23, especially Sam, and I just wish I knew more of the names so
I could name them all. Hospital is thought of as a daunting place to go, but these people made it
really easy and a good experience.
Michael Carty, Healthcare Assistant
In December 2012 my husband had a knee replacement, and after anaesthetic had to have a Resus
team as his blood pressure went to zero. When in 2013 my husband had to have a nose operation,
Michael knew the story and was so caring and did extra tests. Also Block H was lovely with me
when in 2012 I was upset. Michael even came to the Ward to see my husband. He was great and
made such a difference to us.
Dr Ian Forrest, Consultant Respiratory Physician
My father has been a patient of Dr Forrest for approximately 5 years and he believes Dr Forrest is
'keeping him alive'. He is extremely caring and is also approachable at any time. He always explains
everything in terminology my father can understand (age 81). He is always accommodating at

times of acute problems. He gave me his direct contact telephone number and on one occasion
came out of a meeting to see my father outwith his clinic time. I have never experienced a
Consultant who will spend as much time with you as you demand, and always allows my father
and the family time to explain the situation. My father and the family think that Dr Forrest is an
outstanding doctor and if he does not win this award we hope that he will at least be thanked for
the great work he does.
Gail, Healthcare Assistant
When my cousin was on Ward 35 in recent weeks, Gail cheered up his day with her friendly
manner. She also made his mum comfortable by her friendly manner and the odd cup of tea.
Thank you.
Jeff Harkness, ODP - Anaes RVI
1. Jeff has gone out of his way to help colleagues and patients have an excellent experience when
they attend the hand trauma unit. He is always smiling, clinically superb and willing to go the
extra mile. The high levels of patient feedback for the day-care regional anaesthesia service are
in no small measure due to Jeff's unstinting efforts. He helped set up the unit, develop it and is
always looking to improve the patient experience.
2. Jeff has been a major player in setting up and running Daycase Theatres 9, 10 and 10A's Plastic
Surgery Hand Unit. His enthusiasm for Regional Anaesthesia is infectious and he has been
instrumental in staff teaching and training that far exceeds his nominal role. His organisational
ability has been particularly appreciated in his support for the Newcastle Ultrasound guided
Regional Anaesthesia courses. His leadership and professionalism ensure that the Regional
Anaesthesia Hand unit is an enjoyable environment both to work and be treated in.
Peter Hendon, Porter
1. I have worked with Peter on numerous night shifts and he is always very happy and helpful to
myself and patients at all times of the night. He will also go to the extra mile to make sure all
patients come to x-ray on time, he will also stay and help in the department if needs be. All
round brilliant guy!
2. During the night we work alongside as the only Radiographers in the hospital. On one
particular night I had a very difficult patient to deal with on my own and Peter stayed with me,
helpled to move the patient and stayed calm and collected throughout the whole experience.
He made the procedure much smoother and made me feel safe as I was not alone. He does
this every shift and always goes out of his way to help both staff and patients.
Margaret Kelly, Sister
Mags is deeply committed to her role within the service. She works with extremely fragile children
who are life-limited. Three of Mags’ families have lost children recently and she has supported
them through that and beyond. Despite the difficulties with language, she is eager to learn new
cultures in order to understand the best ways of supporting families. I am extremely proud of
Mags.
Dr Ming Lai, Consultant Neurologist
Dr Lai helped me through a very difficult time when I was diagnosed with Epilepsy. He spent a
great deal of time trying to 'catch my episodes' as they occurred. He listened to my symptoms
which were unusual, and was honest, kind and approachable at any time of the day.
He has the ideal manner that a person ought to have in a profession like his. Smiling and almost
bouncing as he opened the door welcoming in his patients as if they were old friends.

Every time I sat in the waiting room patients would say 'Aren't we lucky to have Dr Lai'. He is a very
intelligent man but above all else a people person.
It was clear to me that Dr Lai loves his job and goes above and beyond the call of duty to look after
his patients. He has discharged me now but I know he will welcome me back if there comes a time
when I need him. He is just a lovely man. I expect I won't be the only one to nominate him!
Carole Ludbrooke, Mortuary Technician
Carole is always friendly and helpful with bereaved families during chapel of rest appointments.
Recently a number of different family members have demonstrated their appreciation verbally
and by giving and receiving hugs with Carole. An example: a patient’s son appeared very
vulnerable but Carole's influence was appreciated by him; and hugs were exchanged! I have now
started to call for 'Cuddles'!!
Diane Martin, Receptionist Cardio X-ray
1. I observed Diane deal with a patient's father. His son had been to the department on
numerous occasions and you would think Diane was their best friend. They had a great
rapport. The son was really poorly and ended up on intensive care. The father obviously felt he
could talk his feelings through with Diane and she treated him in the most amazing caring way.
She had to fight back tears. It was such a touching moment. Thankfully the son is now on the
mend albeit slowly.
2. I attended the department with my Dad who was really stressed and worried about the
condition of his heart. Diane gave us both such a warm and friendly welcome, bringing smiles
to everyone’s faces including ours. Diane led us to the appropriate ECG department and her
manner was exceptional and outstanding. We both found Diane extremely attentive and
caring, most importantly touching.
Samantha Martinez, Staff Nurse
Sam is our link nurse for tissue viability. She has set a gold standard for how she supports myself
and Sister Emma Birchall, communicates with staff and patients to raise awareness of pressure
ulcers and carry out care to reduce.
Paige McNeil, Nurse Assistant
If I could I would nominate the whole of the Cardiothoracic Department as I believe Guy, Neil,
Nicola, Andy et al deserve the highest of congratulations in recognition of hard work and a job well
done. All of the staff play their part in making the 'machine' work with humanity. I am singling
Paige out because without fail, she brings sunshine to everyone she meets everyday and works
and cares with compassion, sympathy and empathy. Her composure and disposition belie her
years and she is a major asset to her ward and department.
Louise Michaelis, Consultant Paediatrician
Very professional and caring. Explained what would be happening and why. Really put me and my
daughter at ease. Please pass on my thanks.
Kayleigh Moore, Staff Nurse – Ward 3
No comments made
Susan Morrison, Bed Manager
Sue noticed the ward was very busy and a patient with a neurological disorder was wandering a lot
and taking up a lot of nurses’ time. Sue took the patient to the day unit for an hour to relieve the
nurses a little. She went over and above her normal duties to help others. She entertained the
patient regardless of other pressures to help others, which I feel deserves a personal touch award.

Rosie Murrin, Ward Clerk
I had to retrieve a piece of equipment from this ward. This member of staff was always very
pleasant to me and all her colleagues. I also noticed she has a nice attitude when meeting member
of the public, I have known this lady quite a long time.
Justin Nissen, Consultant Neurosurgeon
Mr Nissen is a wonderful Neurosurgeon, and I have had treatment from him over 10 years, 1st in
the General Hospital in Newcastle in 2003, and the RVI in October 2012 and March 2013 for
microdisctomy. He has always shown great concerns for my condition, and knowing how busy he
is he still finds time to explain surgery and makes me feel very at ease with his manner and
explanation of procedure. As well as being a Neurosurgeon he is a compassionate human being,
and he relates this to his patients, which is a great relief at a time of high anxiety when you need
surgery, and it has been my great pleasure in having him look after me throughout my stay at the
RVI.
Raymond Nuttal, Portering
Ray is exceptional every day! When answering the phone, communicating with staff of all levels,
communicating with patients (often anxious) and their relatives and liaising with all departments.
Ray is also very cheery, polite and immaculately turned out - it is a pleasure to come into contact
with him, no job is ever a problem and he always goes the extra mile!
Ann Ramsay, Administrator
Ann is a truly exceptional member of the cardiopulmonary transplant team, who regularly goes
above and beyond her job remit to ensure our patients and their relatives receive the very highest
standard of care and service. Although most of our patients will never meet Ann personally she is
often their first point of contact, and we as clinical staff are regularly asked by the patients and
their relatives to thank her for care and compassion. Ann is renowned throughout the team as the
"go to" person who ensures the smooth running of our service.
Lisa Salter, Allergy Nurse
Lisa was really helpful and friendly. Her lovely manner really put my daughter at ease, as she was
very nervous about having injections. Lisa was very kind to her when she became upset - a real
credit and asset to the hospital. Please pass on my thanks.
Rob Sanderson, Estates Manager
With an ageing population, the care of people with Dementia is increasingly high in profile and the
care they receive and the environment in which they are cared for are acknowledged as being
important. Rob is an enthusiastic member of the Dementia Environment Group of which I am
chair. He goes beyond what one might expect of his role, actively seeking out opportunities and
new initiatives for improvements in the environment for this very vulnerable group of people.
Rob's enthusiasm and energy is infectious, he is helpful and most important of all, he truly cares
about a group of patients who deserve the very best we can provide.
Michelle Spence, Nurse Practitioner, Neurosurgery
This is the second time I have been to this ward for a microdiscectomy since October 2012. I
phoned the ward and always got to speak with Ms Spence, and she always answered all my
questions fully, made me feel at ease with my treatment. She put personal consideration to me by
emailing the surgeon with my requests and needs for my operation, and phoning me back with
possible appointment times. I was crippled with pain and this made all the difference to me to
know that somebody cared, and I was not just a hospital number. Also, her care and her team in
looking after me on the ward was second to none, and as I had been to other hospitals I could

compare, and I can honestly say that Newcastle RVI sets an example to the rest, with the high level
of staff and excellent facilities. You feel so vulnerable alone and frightened in hospital, and this
makes you aware if people are just doing a job, or actually have a passion and commitment about
their work and the people they are caring for.
Paul Stubbs, ODP Central Operations Theatre
Paul is a very good ODP who has high standards and is very passionate about his patients. He is
reliable, confident, caring and well thought of in this department. He would be an outstanding
candidate for this award.
Gwen Taylor, Medical Secretary
Patients regularly tell me how caring she is on the phone. Today a patient was cancelled and she
went to the ward to see the patient and apologise and rearranged a suitable date. She knew some
of his family had taken holidays to be able to visit. This is typical of her approach.
Angela Thompson, District Nurse, Community Inner West
1. Angela is a very committed team leader who is very attentive in providing patient care to
all patients in her caseload. She is always very approachable and supportive to all members
of the nursing team. She frequently works extra hours in order to ensure continuity of care,
particularly in providing palliative care. I feel her exceptional degree of commitment and
professionalism should be rewarded.
2. Angela is a very caring nurse and an exemplary team player. She is always very calm,
friendly and supportive. Often evening shifts are very busy and hectic with unplanned calls
and emergency visits which can be stressful. Angela seems to take it in her stride. On one
such busy evening she stayed behind after her shift to counsel and support a team member
who had returned to work following a personal bereavement. The person concerned later
stated she could not have coped without Angela's support - which still continues.
Margaret Ward, Sister
I would just like to say my stay on Ward 19 was excellent. I was well looked after by Sister
Margaret Ward and her team of nurses, nothing was too much trouble.
Team nominations
Rachel Jamieson and Gail (Danby or Forster), Staff Nurse, Ward 4
Our 16 month old son was diagnosed with (all) leukaemia at the end of November 2012. This was
devastating to all of our family but the care we received from the staff was absolutely amazing
they gave us emotional and practical support throughout. Two nurses in particular Rachel and Gail
were there every step of the way even involving our other child showing her what they were doing
to her brother and explaining why. Without these two members of staff I feel this awful
experience would have been a lot more difficult for our family to get through. They truly are
amazing people. As a family I would love for this to be recognised to show them how grateful we
are and to show them what a fantastic job they actually do and how appreciated they are.
All staff on Ward 10
From doctors to domestics - I couldn't fault the care I received, absolutely amazing staff from the
cleaners to the doctors.
All staff on Ward 29, Freeman
I am a regular in patient on Ward 29 at least every 3 months and sometimes several times in
between. On every admission whether routine or emergency the care has been excellent.

It is due to the care given that I am here today to complete this nomination. From Professor Fisher
to HCA, the care and understanding is first class. All procedures carried out to a very high
standard, in perfect clinical conditions. The staff make sure patients and their families are kept
informed of care and progress throughout, perfect care at all times.
All staff on Ward 33, NCCC
During the past year the team has pulled together, supporting each other and ensured that the
patients care remains their top priority. Patients on 33 feel part of a family; we support them
during and after illness, providing a friendly and professional care journey. The staff go above and
beyond what is expected of them. They do everything possible to ensure the ward is warm and
inviting and they treat all patients with dignity and respect. Because of this high standard of care
two of our patients were asked to speak about us on the recent Trust enhancing the patient
experience DVD. Our recent patient audit showed that every patient who responded rated to
Team's care as excellent. I am very proud of the team, they represent the best Newcastle offers.
Cardiology Team Ward 24 / 24a
I believe this team consistently delivers excellent standards of nursing care to patients admitted in
urgent or emergency situations. Despite the stressful nature of this working environment, patient
care remains the highest priority and we frequently receive heart felt letters of thanks from
patients. The team give a very positive impression of the Trust to external people and
organisations and I believe they should be recognised for this.
Pam Carney and Steph Todd, Receptionists, Oral Surgery
For their continuing professionalism and dedication to the Trust; their never ending supply of
smiles to staff and patients; their willingness to help both staff, Consultants and patients alike.
Without these two members of staff, our department would really struggle with the day to day
admin. I thoroughly think they deserve this.
Fiona Chapman and Julie Burton, Clinical Team Leads
My line managers at the Sir Bobby Robson Unit have been EXTREMELY supportive towards me
since February 2012 to present due to on-going health problems. Fiona and Julie have helped me
adapt to this so I can remain working full time! Because of all these health issues, both Fiona and
Julie have supported me every step of the way and have been there for me when things have been
not so good.
They have taken the time to listen to me when I have been down and about not being well. They
are always helping me in so many ways towards my recovery whether it’s a simple 'how are you?'
or things to do with work and work adaptations etc. They always find time in their very busy jobs
to take a moment to help me with anything. They have supported me on every level physically,
emotionally and mentally! They always manage to keep me going! They have helped me to return
to work full time and always constantly giving that extra support!
I wouldn't have got through anything up to now if I hadn't have had their fantastic support! I am
so grateful for their care and support! They are simply amazing!! I feel like they are guardian
angels to me and they deserve recognition for their constant care and support they have given
me!
Carol Hughes and team on Ward 21, RVI
Sister Hughes and her team have led a significant improvement on Ward 21 RVI, the
Ophthalmology Day Case Unit. The patient experience is much better and there are reduced
numbers of complaints and increased numbers of compliments.

Immunology / Allergy Team
I would like to nominate this wonderful team on looking after me and many others who receive
infusions on a regular basis. They are always supportive (when things are not going well) and
positive and I know I will always receive the best medical care that is second to none.
Liver Team (Hepatitis)
I am currently six weeks into my third course of treatment for Chronic Hepatitis C and I'm always
amazed at how nice, friendly, caring and professional all the above mentioned staff's help and care
has been for me. It makes such a difference to be treated so well. Thank you.
Sheila’s Office
When my colleagues in 'Sheila's Office' found out I had contracted malaria during my trip to
Kenya, they not only sent me flowers, but called the ward where I stayed during my admission to
check-up on my condition. I felt like the team made me feel like family and they were very caring
about my recovery. Not only did they support me when I came back for a phased return in March
2013, they understand that I am still recovering from my illness and often remind me not to
overexert myself at work. I am very grateful to have such lovely colleagues to work with.
Ward 19, Tropical Diseases
When I was admitted to the RVI Ward 19 for my malaria, the staff at Ward 19 were so helpful and
made my stay at the hospital comfortable and pass by quickly. Although there were times when I
was too tired to take my medication, the staff reminded me that I had to take it to improve my
condition. They understood that I needed time to recover and talked me through my illness and
recovery process.
What was really touching was that when I was readmitted within a few weeks of discharge from
my first admission of the illness, the staff remembered who I was and again, made my stay
comfortable as the symptoms of my malaria was causing me a lot of discomfort. I could see how
hard they all worked, and knew I was in safe hands when I saw how some of the staff calmed
down another patient who was anxious to return home.