Individual winners

Winners

Quarter 4, 2019

Chris Harding, Consultant Urological Surgeon, Urology

Specialty – Freeman Hospital

I am truly hoping this time around my consultant receives the recognition he

deserves, as I've tried each year from being under his care to stress how

fantastic this doctor is. Mr Harding is my urologist and has been for numerous

years. I've had many complications, many stays at the Freeman Hospital and

have ongoing health issues. Due to the complex nature of my medical history, I

struggle to communicate my health issues and find it very difficult to see a GP

and receive the correct treatment. Mr Harding has always gone that extra mile to

allow me to be seen when needed at the Freeman Hospital and is always there

for me to communicate with, and helps me or my family if they were to contact

him - on every occasion he has never failed to help me. Just recently, he actually

visited my GP practice to help explain my situation, my history and to help the

GP understand in order to make things easier for me when I need treatment and

he said for them to contact him if needs be. This is a massive deal for me, as it's

like a weight has been lifted from me. I totally understand how busy his daily

schedule must be and how much work he must have to do on a daily basis, so

this was just unbelievably kind and I appreciated it so much - it was something

he did not have to do. I could list so many times where he has gone the extra

mile for me and I speak for many other patients on this as well who I've spoken

to. He always puts patients first and he has genuinely been my life line. Amazing

surgeon, amazing doctor and certainly one of a kind. Thank you for everything.

Senior Sister Kathryn McRae, Ward 33, NCCC, Freeman Hospital Kath became our Sister on Ward 33 in November 2018 and since then, the ward

has changed dramatically for the better in terms of both staff morale and patient

care. Kath goes above and beyond for both staff and patients; there are so many

examples of this. With regards to staff morale, Kath showers us all with

appreciation, sending us regular emails to say thank you for our hard work (a

simple but effective way to make you feel like your hard work has been noted

and appreciated), she gets us small gifts at celebratory times such as eggs at

Easter, bottles of fizz for Christmas, a candle for the ward's 10 year anniversary.

Recently, we have had several of our long term patients die and it has been

really hard for us all - Kath arranged a service for us to attend if we wanted to

and she has also arranged four bowling nights out to ensure that every member

of staff could attend, partly for team building but also to keep our morale up. In

relation to patient care, there are also several examples. Kath has worked

tirelessly for several months to get all the patients free TV, which our patients

are delighted with. She has fought for extra snacks as our patients' appetites are

often hugely decreased during chemotherapy/transplant and these snacks have

been greatly appreciated by them. She has recently put a table in the middle of

both bays with sweets, board games and colouring in sets, and she has been

encouraging patients to eat together to enhance social interaction during their

stay on the ward. Some singular patient examples are when she sourced a desk

and chair for a young patient during his transplant, so that he could do his A-

Level work in his room. She arranged for a patient nearing the end of their life to

have all her friends come for a party, sourcing lovely lights and decorating the

room. Another end of life patient wanted to get married, so Kath brought in

balloons, banners, cake, party food and set it all up in the room, making it very

special. For all occasions from Christmas to football events, Kath takes the

opportunity to decorate the ward, which the patients and staff all like as it

brightens the place up - she sources all items in her spare time. I can honestly

say Kath is the best manager I have ever had - she manages to be a friend

whilst maintaining the respect from us that a manager needs to have; a great

balance of both. I am of the understanding that these Personal Touch Awards

may be for one special act, but Kath has done so much for the ward since

becoming Sister that I would love to see it be recognised.

Team winner

Senior Sister Kathryn McRae & All Staff on Ward 33, NCCC, Freeman Hospital

The nursing staff on this ward continue to demonstrate excellence in all of the

care that they deliver, but have recently shone as they go the extra mile,

particularly with regards to looking after patients at the end of life. One particular

example of this recently was a young lady who was felt to be dying and was

planned for move to a single room to afford her and her family some time and

space. The ward nurses, knowing that this would be important to the patient,

decorated the single room with fairy lights, artificial flowers etc. creating a lovely,

cosy, homely space in the midst of a busy acute ward, knowing that for this lady,

home was not an option. They then identified that she had planned to have a ‘gin

party’ with her family before dying, but she now presumed this was not going to be

an option. The nursing team quickly put plans in place for a party (with gin!) for

this lady and her family, affording them not just opportunities to have valuable

conversations as a family, but also to make precious memories. I know that the

lady and her family massively appreciated this and it will almost certainly bring

great comfort as they grieve the loss of their loved one. As the lady deteriorated,

the team demonstrated first class holistic, patient centred care, supporting the

family and communicating openly with skill and sensitivity. This is just one

example of a ward that consistently truly demonstrates excellence in end of life

care at all opportunities and as a consequence, patients' experiences are as good

as any hospice. Nothing is ever too much bother and the ‘can do’ attitude is clear.

That they manage to do this whilst also excellently looking after acutely unwell

patients, giving chemotherapy etc. is nothing short of remarkable and really needs

to be commended.

Highly Commended Nominations Senior Sister Pauline Morgan, Sister Marie Kaplanis, Sister Yasmin Laidler, Nurse Natalie Lynn & Nurse crystal Mira Aure, Ward 48, Gastroenterology - RVI As a patient with complex physical and psychological needs (specifically Autism Spectrum Condition and Sensory Processing Disorder), I have never before received such an excellent standard of care as I have done from the

staff on this ward, particularly the named individuals. Since my arrival, staff have not only endeavoured to familiarise themselves with my specific physical and psychological needs by using my hospital passport and through dialogue with myself and my family, but they made every effort to ensure my wellbeing on every level. Whilst they are not specifically trained in mental health, they have inspired within me feelings of self-efficiency, competency and dignity that are often overlooked within both general and mental health nursing. Furthermore, they not only go above and beyond their pay grade to ensure patient safety and wellbeing, but frequently remain working well after their designated shifts have finished. Each and every individual I have encountered on this ward shows a genuine commitment to their role, their patients and their colleagues which as a patient, is very reassuring to witness. They are true paragons of the NHS and demonstrate a standard of excellence that deserves recognition not just within this hospital, but within the NHS as a whole. I myself, and other patients on this ward, owe this group of individuals more than could ever be repaid within a lifetime, yet I do hope this email goes some way to openly acknowledging their services and commitment to myself and others. They are fantastic representatives of the RVI and models of excellence as to the standard of care offered within this hospital. Thank you for taking the time to read this.

Tina Dougals, Specialist Practice Teacher & District Nursing Newcastle East & The Grove Medical Group Two years ago my husband Brian Moffett was diagnosed with mesothelioma, as a result of being exposed to asbestos during his engineering apprenticeship. He received chemotherapy treatment at the Freeman Hospital. During that time, he was visited on a regular basis by the nursing team and always looked forward to seeing whoever was on duty. Whatever he needed, be it medication or hands on treatment, it was given with expertise and care. Nurses were always cheerful and happy to be of help at all times. As he became more poorly, the help was always there. I remember he needed some medication urgently and Tina Douglas went to the pharmacy and brought it here for him. Whatever he needed, Tina was there to organise it. There was nothing that was too much trouble. She was able to organise all the

equipment we needed to nurse him at home. Early one morning, he fell trying to get in to bed. We were unable to help, so rang the nursing service and they sent a team who were able to get him in to bed. He was so poorly. Eventually, we were not able to care for him at home and Tina arranged a bed in St. Oswald’s Hospice. My husband died the next day. Tina was on holiday but rang the day after she came home. She also came to his funeral on her day off. She has since been to visit me at home. Every member of staff at The Grove that we came in to contact with (including receptionists and Dr.Foo) was always respectful and sympathetic. If it had not been for the wonderful team at The Grove, we would not have been able to look after

Brian at home as he wished.

Individual Nominations

Catherine Abbott, Senior Dental Officer, Dental Services – Community Catherine is a superb dentist with a natural compassion to work with children. I witnessed exceptional communication - she explained everything to my daughter before she did anything. My daughter was her complete focus and it was lovely seeing my daughter so relaxed whilst having some treatment. Catherine was so professional and friendly. An exceptional person and a credit to the NHS. Thank you Catherine. Amy Allsopp, Nurse Specialist - Neonatal Transfer – Trainee, Neonatal Transport Service - RVI Last year my baby, Ellis, needed a stay in the Special Care Baby Unit at the RVI for a few days after birth, as he was having difficulties with his breathing. Although he quickly improved and was able to be discharged home, I found the whole process to be incredibly hard. Particularly as a healthcare professional, I struggled with feeling ‘out of control’, as well as finding being separated from my baby very traumatic. We were, however, incredibly lucky to have Amy as the nurse looking after Ellis, for almost all of his time on the unit. Every day she arrived with a sense of calm and sensitivity, providing incredible support, mopping up my tears and communicating with exemplary skill. The comfort of knowing that Ellis was in her safe and caring hands allowed me to feel that I could go and rest, feeling confident he would be okay. I honestly don’t know how I would have gotten through the experience without her, and will be forever grateful. Now, a year on, I am back at work, in a Trust surrounded by compassionate and excellent individuals, but it felt important to highlight that Amy truly is one of the best, and her care and kindness stays with me even now. My family and I are so very thankful. Titi Ameobi, Midwife, Midwifery Led Unit - RVI I recently had my child on 3rd October 2019 and would like to vote for midwife Titi Ameobi who works on the delivery suite to receive an award. I would like to vote for Titi as my husband and I are both healthcare professionals and believe Titi (along with her student Robyn) went above and beyond the requirements of their job role. They showed genuine kindness and interest in the delivery of our daughter Leah. At

the time my husband and I met both Titi and Robyn they introduced themselves, answered any questions we had, explained everything, made me feel at ease and even when they left for their morning break they ensured I knew who would be overseeing my care during that time. Titi encouraged me to have the birth I wanted and made decisions in the best interests of my baby and I. Once we had Leah, Titi took us to the ward and returned later that evening to check we were all okay and the next day on the 4th, she came to see how we were again. We were touched by her care - that she even visited the ward we were on to check how we were. I feel she deserves an award for her kindness, commitment and professionalism. We have worked with and have met numerous healthcare professionals, and Titi and Robyn were both extremely compassionate and caring. Titi also supported her student, gave her advice and helped her learn when delivering our baby. Once they had delivered Leah, they ensured I was okay by assisting me in freshening up, making us a drink and ensuring we had everything we needed after the birth of Leah. They supported us in skin to skin, made me feel at ease and supported me whilst breast feeding. Charlotte Cain, Staff Nurse, Ward 37, ICCU - FH My husband had a cystectomy with a stoma bag. After 11 days in the CCU then 11 days on Ward 2, we were feeling tired, vulnerable, anxious, weepy and stressed. Staff nurse Charlotte came in, calmed us and showed us gently how to change my husband's stoma bag. She was so kind and reassuring, asking my husband what he was comfortable with. After having an emotional day, I went home happy that my husband was clean, dry and comfortable. Thank you Charlotte. Melizza, Staff Nurse, Ward 37, ICCU, FH I’ve been discharged from Freeman hospital Newcastle on 20/10/2019. I would like to take this opportunity to thank to the all staff from the hospital who really helped me through the hardest time of my life. Me and my baby boy we been stabbed by my partner and the father of the baby, my operation was successful but sadly my baby passed away... The staff was great and everyone tried to help me in some way. The one person who will be forever in my mind and I will be thankful to her is nurse Melissa from critical care unit who showed so much passion for her job (and patients) she was there for me not just to give me my medication but she was there for me emotionally too, she cried with me and my family, she was simply the best! I was upset to go from the critical care unit just because I was missing her. Without this beautiful people I could never get over what happened to me. Now I am stable and I am ok, the pain will be always in my heart but at least I am happy I survived and I am thankful to God and to the nurses, doctors and everybody for saving my life! Thank you for giving me the second life!! Julie Dixon, Nurse Specialist - Palliative Care – Macmillan, Palliative Care I am a firm believer that people should be recognised for what they do there and then, but sometimes devastating things happen in your life and you cannot put pen to paper until you are ready. My cousin and I work in the Freeman Hospital - we know how hard it is and how sometimes, all you need is that little thank you. On 20th October 2018 we lost our amazing mother to cancer and even though she had been treated by the same fantastic team of doctors and nurses at the Freeman Hospital that had looked after our father, there is one person that stands out and

her name is Julie Dixon, Nurse Specialist - Palliative Care. This lady is incredible, amazing and treated our mother and family with the utmost dignity and respect. She laughed with us all, helped us through the dark times and when our mother was afraid or worried, Julie held her hand and reassured her. Julie was our rock, our lifeline and helped us through this terrible time. Not only did she look after our mother, but she made sure that each and every one of us was okay and at times, reminded us to eat and sleep. Julie helped us all; even when I was at rock bottom, she was there. Julie showed great dedication, compassion and a genuine love and care for her patients. At one point, it looked like our mother was going to have to go in to a hospice to get her medication regulated and she was terrified that she would die there, as she wanted to die in her own bed at home - this caused her and ourselves great distress. Julie tried everything that could be done and in the end, she managed to keep our mother out of the hospice and a few days later, our mother got her final wish to die at home with her girls all around her. Thank you Julie from all of us - we will never forget you and your kindness; you are truly one in a million. Thank you from a very grateful family. Eve Dixon, Nurse Practitioner, Breast Care Nurses - RVI I would like to nominate Eve for her long and loyal service to the Trust, and for the support and guidance she has given to everyone she has worked with. Since qualifying, she has worked continually within the Surgical Services directorate and has worked her way up to her current role as a Breast Care Practitioner. I first worked with her in 2001, and the support and guidance (both personally and professionally) that she has given me has gotten me through some difficult times. Whatever challenge she has been given, it has been accepted and completed with her utmost care and attention. She has been involved in the development of new initiatives to improve service provision, including pre-admission assessment in the late 1990’s to her current role. She goes over and above in her job, and always has a smile on her face. She is a nurse who is a fabulous role model and mentor, and has the type of attitude that everyone should have. She is planning on retiring soon, so a Personal Touch Award would be a fitting tribute to her. Mohaned Egred, Consultant Cardiologist, Cardiology Specialty - FH Dr Egred is a very caring and professional member of staff who carries out his duties in an exemplary manner. Jodie Elliott, Staff Nurse, Ward 27, Cardiology - FH I have been a patient on Ward 27 for almost 9 months. Jodie has a smile on her face every single day. She is very easy to talk to, and takes great care and interest in me as a patient. Jodie goes the extra mile to make my stay as comfortable as possible, including personal touches like adding ice to my water jug, as she knows I like cold water. If I don't understand something, she will take the time to explain. Jodie is always excellent with hygiene, as she knows I am prone to bugs. Her smile is the best - never in 9 months have I seen her without a smile on her face. Philip English, Consultant Radiographer, Neuroradiology - RVI I’ve recently had to undergo a series of tests, investigations, procedures and surgery. It has been, and indeed still is, a very scary and difficult time. During this

time I have met many excellent members of staff throughout the hospital, but one person has stood head and shoulders above the rest. This is Mr Philip English. He has managed to always put me at ease, even during particularly stressful situations. He has been professional, approachable and understanding. It is difficult to put in to words just how very wonderful this lovely man has been. He has no idea how much he has calmed me down and despite working in a very busy department, he always manages to make me feel like the most important patient there, yet I’ve heard the same comments from other patients. I feel he needs to be recognised. Louise Foster, Staff Nurse - Children's, Ward 1a, Paediatric Medicine - RVI In a nutshell, Louise is an amazing nurse through and through, from looking after my son on the ward to temporarily being part of his specialised team. She has always gone above and beyond to do what's best for my son. One of the most recent events was noticing a dosage error and she was the sole reason he was not overdosed for a second time. Nurses like Louise and many on the ward give 110% and I really think she needs to be recognised. Sharon Francis, Senior Medical Secretary, Cardiology Specialty - FH Outstanding commitment to helping patients and going the extra mile. Sharon helped me so much while planning appointments and operations for my dad. Nothing was too much trouble. Without her, the whole experience would have been a lot more stressful and I am forever grateful for her support. My dad has now made a great recovery. Jasmine Glass, Staff Nurse, Ward 44, General Surgery - RVI I am acting on behalf of my mam (Maureen Barker) who was a patient on the ward for 1 week. Jaz was extremely hard working, caring, very patient and understanding. She had a lot of patients to deal with and it was a very busy time on the surgical ward that week. They seemed very short staffed at times, but she remained on the ball. She genuinely puts the patient first. When a doctor said my mam could go home the second day after an emergency operation, Jaz was adamant that she certainly was not ready for discharge and agreed with us that she was not able to go home. I work at the Freeman Hospital myself and know how difficult it can get when you are juggling numerous different patients. Thank you Jaz for being the friendly, caring person you are. Filipe Landeiro Sardinha, Sister/Charge Nurse, Ward 36, General Surgery - RVI I had a 7 night stay on Ward 36 following a sub-total gastrectomy. This was my first experience of surgery or indeed, any stay in hospital. All staff involved in my care were superb, but I feel I have to mention one staff member whom I noticed was always prepared to go above and beyond the excellent care I received. Filipe immediately and easily made me feel at ease, and every procedure/process was explained clearly and calmly. He really took good care of me, despite having many other patient and ward demands on his time. I was so impressed with his infectious enthusiasm, both to me and my fellow patients and also with his staff colleagues. He just wanted to care for his patients. He was also well organised and worked with efficiency, with no detriment to his standard of care. He always had a smile and

would exude happiness, no matter the workload or time of day/night. This is all quite an achievement, when one becomes aware that English is not his first language, although he has now absorbed a genuine Geordie accent! No matter what Brexit or anything else may determine, we must not lose this man from the NHS. He epitomises everything that is good about the NHS, and his excellence of care should be applauded and highlighted as the standard that can be attained. I’m sure Filipe would be the last person to seek any recognition as he just wants to get on with his job, but I was so impressed and grateful for his assistance and genuine care that I had to forward this Personal Touch Award nomination. This man was made for nursing. Sean Marshall-Kellie, Nurse Specialist, Urology Specialty - FH We attended a kidney scan and also had an appointment at the 'Stone Clinic' which we did not know about. Sean offered to see us at least an hour before our time, to save us waiting. He was friendly, informative, professional and just a delight to attend. Thanks. Diane Martin, Receptionist/Clerical Officer, Radiology Administration - Corporate Diane Martin's personal touch was amazing. The way she spoke to her colleagues and patients was second to none. I work on reception at Deloitte and I have had 5* training, however I really do think that the way Diane looked after the patients comes from her heart. She has a genuine way and she made my time at the appointment a very enjoyable one. Becky May, Staff Nurse, Ward 38, ITU Leazes Wing - RVI In every aspect of care, attention and support, we felt as though Becky was a part of our family. An easy listener, and she answered every question we asked. All round 100% in everything she did and in the way she cared for my mother and attended our family, looked after our children and made sure we ate and drank. I feel Becky represents the RVI brilliantly and is worth her weight in gold. She made the worst time ever that little bit easier. Jessica McDonald, Nurse Specialist - Parenteral Nutrition, Ward 48, Gastroenterology Specialty - RVI Jessica dealt with my husband while he was in hospital following a liver transplant. During a very busy period for her (due to problems with the HPN supplier), she was practically at our beck and call to train us on HPN, as my husband was struggling after being in hospital for a long time. She understood his individual needs and worked extra hours, including coming in to work early and staying back later than her shift to train us on HPN, and always did so with a smile! Even now he’s been discharged, if we ever need anything we call Jess and she sorts it out for us, even if it’s not her department. She is a credit to the NHS. Kate McEntee, Assistant Practitioner, Surgical Services CSG602 I have had contact with the Colorectal Nurse Specialists over many years, having had several operations since 2004. My latest admission was as an emergency through A&E with a stoma obstruction. I underwent emergency surgery on 30th June, where I had a parastomal hernia repair which was obstructing my stoma. The

operation was carried out through the stoma site which made for a much easier recovery physically, however it proved difficult to manage any stoma appliances as I had wounds around the stoma site where the bags would lie. This was when I first met Kate McEntee. I was unfamiliar with her being one of the colorectal team, but I heard fabulous feedback about her from one of the other patients in my bay. Upon meeting Kate myself, I have nothing but praise for this lady. She came to assist me numerous times whilst I was on the ward, sometimes more than once a day if I was having problems with my appliances leaking. She always arrived on our bay in a pleasant, friendly mood and nothing seemed to faze her. She made me feel at ease and able to relay any worries or concerns I had, as well as being easy to chat to. Kate works as a Band 4 Assistant/Associate Practitioner alongside Band 6 Nurse Specialists. This can be a complex job role I’m sure and I fully feel that as a Band 4 in this challenging role, Kate deserves recognition for her vast range of knowledge, skills and her positive attitude. Rosie McGonigal, Staff Nurse, Ward 3, Urology - FH I am a first year student nurse on a urology unit at the Freeman Hospital. I am currently being mentored by Rosie, who has proven to be the most amazing mentor. Rosie has always showed kindness and compassion to every single patient, and makes sure on a daily basis that she tailors care to suit the patient. Rosie has given me some fantastic opportunities and experiences which I will forever be grateful for. She always involves me in patient care and is always pushing me to grow. I have been very lucky with my first placement and mentor, and I believe Rosie needs to be recognised for the amazing work she does. She is an absolute credit to the NHS. Victoria Miller, Consultant Clinical Psychologist, Psychology - Cardiac Rehabilitation I would like to nominate Victoria for a particular episode of care, but to also

acknowledge that Victoria is greatly appreciated as a member of the team for her

readiness to always find a way to put the needs of patients first and to offer a

skilled, caring, compassionate approach, and also an innovative and practical

approach to some of the challenges encountered. This was the case recently when

she attended to a family and staff after a significant traumatic event. Victoria

arranged to respond immediately and over the next few days (including Victoria’s

days off over a weekend), provided thoughtful assessments and updates, skilful

support and advice to staff. She has supported the wider staff teams as well as this

family to find their way through an emotionally challenging time. I know that Victoria

will continue to provide best evidenced psychological care in a compassionate and

containing way, and that this will have a lasting impact on the recovery of her

patients. Victoria has demonstrated the best model of clinical health psychology

care: evaluating, negotiating, supporting, treating and containing in a responsive

and compassionate fashion, encompassing the needs of a patient, relatives and staff

groups, and also managing the impact of this on herself. I, and I know others, have

hugely appreciated all she has contributed here.

Andrew Mitchell, Porter, Portering Services - FH Andy works as our porter in Interventional Radiology (IR) and nothing is ever too much bother. Patients attending for procedures in Interventional Radiology are like those attending theatre - they are nervous, frightened, sometimes quiet as a consequence and sometimes aggressive. Andy has a way about him that demonstrates true respect for everyone. His manner has the ability to ensure that all the patients he brings to IR for us have a great first impression. He has all the principles of Flourish in his daily work, he has respect for all regardless of anything and he treats all as equals with his calm demeanour. He can be relied upon to hand over messages from the ward staff and will wait whilst patients finish their meal/personal care to ensure their comfort. If he is passing he will come in to the department to check if we need him. Andy is a real asset to our team - he is respected by all consultant, nursing, radiography and administrative staff. He makes our job that bit easier due to the positive first impressions he gives our patients, meaning we have calmer patients to support through their time in Interventional Radiology. When Andy is not at work, we truly miss him. Maureen Motion, Clinical Specialist Physiotherapist, Physiotherapy - Corporate I had a terrible accident at work and injured my back so badly. I have an underlying condition of AS and Maureen was my physiotherapist. She was amazing - I was at one of the lowest points of my life, losing my mobility along with my job and in terrible daily pain. Maureen always listened to me and gave me hugs when I broke down crying. She would come in early on her shift to see me before work, so I didn’t worry about getting any more sickness time. She gave me acupuncture, exercises and saw me almost 3 times a week for months. She organised me having hydrotherapy and gave me open access to the department. I was incredibly lucky to have a physiotherapist as caring, considerate, hardworking and kind as Maureen. I know if I ever end up needing help again, she would welcome me back in to her care with so much kindness. She was the brightest light during one of the darkest times of my life and I will always be grateful for that. She does the NHS proud and is the exact type of person needed to work with people on potentially the worst days of their lives. She brings positivity, hope and passion to the hospital. Lesley Perlish, Nurse Specialist - Plastic Surgery, Plastic Surgery General - RVI Lesley is my neighbour and friend. On Saturday 17th August, I came home to find my husband having a seizure and ran for help. Lesley came to my assistance immediately and helped my husband in to the recovery position, helped to strip him and cool him. When the rapid response team came, she supported and cared for me (while my children were being cared for by her husband). All of this was in an off duty capacity. Lesley is an extremely wonderful nurse, remaining professional in her capacity to help me, giving me support and assurance, listening, nurturing and going the extra mile. Lesley deserves some recognition for that day and this is the only way I know how to do it. I cannot put a value in any monetary form or gift for what she did that day, but I would love for her to be celebrated and recognised for the amazing person that she really is and her fantastic, positive contribution to her role in nursing. I would like to thank her from our whole family (and extended family too) for her care that day, and her continued empathy and support ever since.

Steven Powell, Consultant Otolaryngologist, ENT Specialty – FH My 15 month old daughter, Skylar, was due to go under general anaesthetic to assess her airways for snoring related issues. The week previously, I had used at home sleep monitoring equipment to provide sleep study results. On the morning of 17th September, we arrived at the hospital for the procedure. Dr Steven Powell had only received the sleep study results that morning and he found that Skylar's SPO2 levels were worryingly low during sleep. Dr Steven Powell came to inform us of this in a responsible, caring and appropriate manner which meant that at this worrying time, my apprehension levels were lowered due to the outstanding care and attention Dr Steven Powell provided to Skylar. Dr Steven Powell then went above and beyond to not only identify, but also address and rectify Skylar’s breathing issues that same day. He made re-arrangements and put provisions in place so that Skylar received a flexible bronchoscopy and coblation adenotonsillectomy that afternoon. Dr Steven Powell could have stuck to the original plan of action (which would have no doubt been an ‘easier’ day for him) but instead provided a personal touch in speaking with me about Skylar and getting my agreement to help Skylar immediately. Dr Steven Powell was also clear and informative after the procedure which put my mind at ease. Skylar is now a different toddler – her sleeping has already dramatically improved and her snoring is non-existent. I am so very thankful to Dr Steven Powell and I am sure that the results of the sleep study in a few weeks will be much improved. Samantha Riches, Healthcare Assistant, Ward 32, Nephrology - FH This young girl is exceptionally kind and caring. Nothing is any trouble for her. She is caring, compassionate and willing to help in any way she can. Between the 27th and 29th October, she has smiled and kept me from being too stressed at the procedures I've gone through. She has tried in every possible way to ensure my comfort and her concern has really helped me through this hard time. I can honestly say I don't think it would have been easier to cope without such a kind, compassionate and caring person to help me through the last few days. Jeffrey Sidhu, Healthcare Assistant, Outpatients NCCC - FH

1. My sister wanted me to write this for her. We came from Durham Hospital - rushed, but all staff were so lovely. Jeff took time to calm us and watch over us, checking us and showing us round where we needed to go. Lovely man; all the staff we met were amazing. Jeff was lovely and confident, but not cocky.

2. We came from Durham Hospital in a bit of a rush for radiotherapy for my sister. Staff were so lovely. Jeff watched over us and we thought he was outstanding in his caring attitude, showing us round, checking drinks etc.

Jane Toward, Medical Secretary/Support Secretary, Cardiology Specialty - FH Jane works extremely long hours, way beyond the call of duty, to keep up with Dr Egred’s paperwork and, as a private patient, I have received phone calls and e-mails at times when she should have really been at home. Her pleasant manner and

attention to detail are excellent, and for someone like me who has just been involved in the whole hospital experience for the first time in my life aged 72(!), she has been very supportive. Julie Wardle, Nurse Specialist - Abdominal Transplant Co-ordinator,IOT Transplant Co-ordinators - FH For being a caring, supportive, kind person who is a pleasure to work with. I have worked with Julie for the last 2 years and have gained so much knowledge and support. Recently taking ill, Julie has supported me not just at work but out of work with daily catch ups, making sure I am behaving. I cannot thank Julie enough for the kind, supportive friendship we have developed over the last two years. Our job is not easy and through the thick of it, she is still smiling. Lawrence White, eReferral Manager, Appointment Booking Centre - Regent Point I have spoken to Lawrence on a number of occasions to change appointments. Lawrence is an extremely helpful member of his team and always goes the extra mile to assist when I have spoken to him. I feel Lawrence deserves a mention for his hard work and dedication. Nothing is too much trouble for Lawrence. When speaking to Lawrence, he honestly makes my day better. I know my colleagues who have also spoken to Lawrence feel the same as I do.

Team Nominations

ENT, Plastics, Ophthalmology & Dermatology All Staff, Phototherapy Unit, Dermatology Outpatients - RVI The whole department, team and environment was pleasant, friendly, efficient and clean. Staff are all very kind, compassionate and treat all with dignity and respect.

Internal Medicine/ED/COE Directorate Brian Parker & Arthur Dodds, Healthcare Assistants, Ward 15, Elderly Care - FH My mam was quite poorly whilst on the ward, causing her to be distraught, upset, confused and anxious. Brian and Arthur made a massive difference to Mam, making her time in hospital more dignified and tolerable. Their compassion, humour, skill and experience must improve the quality of life of numerous people every day. I am so grateful that Mam was lucky enough to have them looking after her. They deserve high praise and recognition for the excellent job they do. All Staff, Ward 16, General Medicine - FH I would just like to say, from the cleaning staff to the nurses and doctors, everyone has made the horrible experience tolerable. Every member of staff is very reassuring and cannot do enough for you. I feel they all need the recognition for going above

and beyond their duties. Mr Nick Thompson and his team have been absolutely fantastic! Very warm, caring people. Nick Thompson, Consultant Physician & Team & Team, Ward 48, Gastroenterology Specialty - RVI and Ward 16, General Medicine - FH Mr Nick Thompson and his team go above and beyond for all their patients. Also, all staff on Ward 16. The nutritionists - everyone I have had contact with - have been so kind, caring and helpful, going above and beyond their jobs. They have all made my stay much more comfortable. I cannot thank them all enough!

Patient Services Shirley McMullan & Susan Skelton, Domestic Assistants, Domestic Services - FH As they clean the ward, both Shirley and Sue will chat to patients and will often have them all singing. They are a cheerful, happy duo and make a big difference to the ward, to staff and especially patients. I feel they need recognition for their great work, both professionally and with patients. They truly care and make a huge difference to patients, which is often commented on by staff, patients and relatives. They are a fabulous team.

Peri-operative & Critical Care Nursing Staff, Ward 38, ITU Leazes Wing - RVI My husband Peter Aylmore was admitted to the HDU for a week, then unfortunately died in the ITU on the 22nd July. As a family, we were truly in awe of the nursing staff and their dedication to Peter's high level of care. 12 hours of administering medication, but still having time to support Peter and ourselves. They helped us to smile and laugh in the most desperate of times.

Surgical Services Directorate Rosemarie Aguilar & Christopher Nash, Staff Nurses, Endoscopy Unit - RVI The reception staff member who registered me greeted me with a lovely smile, maintained eye contact and was very thorough in their directions. I was very anxious at the beginning, but I felt that Chris was listening as a whole and not selectively. He addressed my concerns really well. Rachel was kind and compassionate, and sat on the floor to take time to find my vein. A big thank you!

Urology/Renal Services All Nursing Staff & Doctors, Ward 2, Urology - FH They are kind, considerate and kept my dignity at all times. They put me at ease about the operation I was needing. They treated me with respect as an individual

and not just another patient. It is an outstanding hospital Trust and I highly recommend it for patients and relatives. All Staff, Ward 2, Urology - FH My husband Brian was admitted to the Freeman Hospital, following infections and complications at the Queen Elizabeth Hospital. Brian spent 10 days being nursed on the ward before his death, but during that time the care, love and respect he was shown was absolutely fantastic. From the role of housekeepers, nurses and doctors we were shown such warmth and empathy at all times and as a family, we will never forget that. The chaplaincy service was also really comforting and supportive, bringing a comfort pack which was a godsend for when we stayed over. There were so many lovely, kind people involved - we would love them to be acknowledged in some way. All Staff, Renal Outpatients - FH I took badly whilst at work in the Renal Outpatients Department, which I have been a part of for the last 10 years. Being on the other side and experiencing being the patient was a scary place to be, especially when I have had no previous ill health. The care given to me by the Renal Outpatients staff and surrounding teams (radiology, intensive care, porters) was nothing less than a hundred and ten percent. I want to thank the Renal Outpatients Department specifically as once I was transferred to other areas, a lot of kind words, visits and care was sent my way which was reassuring, as I felt frightened and anxious soon after taking ill. I cannot thank my colleagues enough for all the care on that day. The respect, knowledge, quick actions and support has all had a positive outcome, making me proud and lucky to be part of a truly great team. All Staff, Abdominal Transplant Co-ordinators Team, IOT Transplant Co-ordinators - FH Working together and supporting each other in situations which are out of our control.

Volunteer Nominations

Rodney Marcus, Meet and Greet Volunteer, Ground Floor New Victoria Wing, RVI What a lovely gent. So helpful and kind, and he was really patient with me when I was confused. He knew the hospital very well and directed me exactly with clear and precise directions to get to where I needed to be. Because of his great help, I was not late for an appointment. So friendly, kind and always had a smile (I saw him on the way out of my appointment and he was very happy to help others who were stuck). Rodney goes above and beyond to help!