Individual winners

Winners

Quarter 3, 2019

Dr. Tom Altmann, Ward 1B, GNCH, Children's Services A small child on the ward with complex care needs had a marked deterioration in

his condition. Due to his social circumstances, his parents were unable to be

resident and consequently was unattended for a lot of the time. As a small child,

he thrived on company but due to his condition he was scared when left alone,

resulting in increasing dystonic spasms. Tom came to the ward on his day off to

spend quality time with this small child. He selflessly provided valuable company

and comfort to this small child, watching DVD's, chatting and holding his hand.

This demonstrates Tom's outstanding caring nature and how he has gone above

and beyond to provide comfort to a dying child.

Lesley Walker, Nurse Specialist - Neonatal Transfer, Neonatal Transport Service – RVI, Women's Services Lesley has gone above and beyond her duties as a nurse for over 30 years by

supporting neonatal babies and their families. Every holiday (Christmas, Easter,

Mother's Day, Father's Day ect.) she spends her own time, money and resources

to create personalised holiday cards from the babies to their parents as a joyous

reminder of the first few weeks/months of their lives. She takes foot and hand

prints of the babies to personalise the cards which has always been mentioned

as a lovely touch. Lesley needs to be recognized for all the work that she does

the she does and how caring she is. She continually goes above and beyond her

duty, always to benefit others.

Team winner

Highly Commended Nominations Nursing Staff, Ward 33, Clinical Haematology – Freeman Hospital

1. In their own time, the Ward 33 team organised a 'time to remember' service for bereaved family members and loved ones who had lost

Kay Gourley, Brianna Haunch-Smith, Sean MacPhail, Ali Murray,

Physiotherapists, Freeman Hospital

It's funny to think that I used to dread physiotherapy, as I found the exercises so

difficult. When Sean saw me crying, he used to think it was because of him, even

though it had nothing to do with him or the team - this became a wee joke

between us, eventually. The physiotherapy team have encouraged, inspired and

motivated me way beyond what I thought was possible. So often I felt very low

and despondent, convinced that I couldn't do what they wanted me to. At one

time, I thought I would never get well again and felt I was making absolutely no

progress. It was then that Brianna started to chart my weekly progress on sheets

of paper that she stuck up on the wall of my cubicle where I could read them. This

helped me realise that not only COULD I do what was being asked of me, but that

I WAS doing everything and I WAS making progress. The team also inspired me

because of the faith they showed in me, even when I did not believe in myself.

They were always quick to cheer even my slightest accomplishments and were so

genuinely happy when I reached a goal. When I moved to Ward 38 I felt very

isolated. The team would pop in a few times a day just to say hello and ask if

there was anything I needed. They always brought me a big smile and were

always willing to listen to my woes with an empathetic ear. I worked very closely

with Kay and Gary (who were both fab additions to the team), as well as

continuing to see Sean, Ali and Brianna. Please pick the physiotherapy team for a

prize!!!

someone to a haematological cancer. They contacted all of the families, organised the service on a Saturday afternoon when they were not at work and with their own money and time, organised a buffet afterwards. The service itself was a beautiful, poignant and thoughtful service of remembrance, and over 120 bereaved people turned up. The nursing team greeted each and every one of them, counselled and helped them, and put them at their ease before, during and after the service. All who attended were so grateful for this amazing effort on behalf of all the nursing team. I cannot imagine any nursing team doing more and going way above and beyond to help so many people in such

a thoughtful, caring way but this is so typical of this team - they are truly outstanding day in and day out.

2. This team are exceptional in all ways, but this nomination is for their

Haematology Memorial Service, which they organise and run every 2 years. From the thought put in to the design, the service and the invitations, to the sheer number of ward staff who not only turn up on the day, but bake for the hugely important cup of tea afterwards, which is equal to the service for its healing and soothing of what is an extremely emotional time for all of the families who attend. The team is led by Senior Sister Kath who truly leads by example. This team not only go the extra mile for their patients all the time, but for the relatives who cope with the complex journey of haematological conditions. They are an example to so many and their 'time to remember' service should be held up as the benchmark for such events. It's a total joy to work with and alongside this team. Well done - you are just amazing.

Individual Nominations

Susan Appleby, Staff Nurse - District Nursing, District Nursing Newcastle East, Requested by a patient to submit a Personal Touch Award nomination for a colleague due to her outstanding care. Darren Beal, Senior Stores Administrator, Pharmacy Homecare – Freeman Hospital Darren has organised a very impressive summer party in aid of The Children's Foundation. All money raised will go towards the charity in order to help them continue to develop projects across the North East to help all our children. He has contacted various companies/businesses who have kindly donated either the buffet, decorations and/or some brilliant prizes towards the raffle. He has also paid money out of his own pocket towards the band and possibly for the tickets to be printed. I can't begin to explain the kindness he has shown in

taking this upon himself to organise. He has recently contacted the charity's manager who then contacted our Trust's communications team so he is now working closely with them to promote the event! He has also organised for several of the charity members to attend the party. The amount of effort he has put in to organising this party is amazing and I think he deserves some recognition for doing so. The party will be a brilliant night in aid of such a heart-warming cause! I can give you any details of the party if you need them - it is set to take place in July 2019. Pamela Bousfield, Dental Nurse, Periodontology Clinic - Dental

Hospital I would like to bring to your attention how outstanding a member of your workforce is. I would personally like to thank Pamela for the kindness, care, compassion and understanding she showed, and the extensive lengths she went to in her own time to ensure that my medication was available and ready for when my grandson arrived at the reception desk to collect it. John Bowers-Lewis, Staff Nurse, Ward 37, ICCU – Freeman Hospital John made sure my dad was kept upbeat. John's bubbly personality and approachable nature made my dad's stressful admission an easier one, just by John being himself. My father and John had a very good rapport, making our whole experience an all round better one. John is both knowledgeable and very caring. Dominique Bowmer, Sister/ Charge Nurse, Ward 16, RVI I have worked with Dom for many years but never had opportunity to appreciate what she does for the department. She was appointed as a new Band 6 Sister on Ward 16 at a very Critical time and while I was on that ward I could never fault her on one thing she has done. She is very calm, professional, very attentive, supportive to colleagues, and when she is in charge everything feels 'well under control'. One incident I specially have to

mention was we had a patient who was very unwell and after several weeks of treatment unfortunately the gentleman passed away. We had real difficulty with his family as they had family conflicts and every time the relative came to the ward they were angry towards the staff. Dom used to speak to them every day, try and explain things, reassure them and support them all through out this difficult time and I have never once seen her complaining about this and at the end when the gentleman passed away Dom stayed in the room holding his hand as there was no relatives. She is a very caring nurse with a calm attitude, enthusiastic, who is willing to help anyone and she is a role model to anyone from senior to Junior member of the team, she is an exemplary leader and overall a genuine human being. As a whole team of Neurosurgery Nurse practitioners we feel that her work needs to be appreciated and hence this nomination was done. I wish her all the best in her ongoing career and wish to see her excelling .

Alison Boyle, Senior Radiographer, Radiology - Corporate My 12 year old grandson broke his arm. He attended the A&E Department at the RVI. The staff were amazing at getting his pain under control so that he could go to Radiology for an x-ray. Alison was the radiographer that tended to my grandson who was very distressed. She managed to settle him quite easily with her approach and manner towards him. He helped her by holding one of the plates, which he now believes was "the best photo ever". I think Alison deserves a Personal Touch Award because she took the time to make my grandson feel special when he was really quite tearful and in pain, plus the

department was very busy. Keep up the fantastic service. Paul Boyle, Optometrist, Ophthalmology, RVI I visited the eye department with my children who have been going there for many years. Today was the first time we had met Paul and even though we were not in his clinic and it was lunch time, Paul took time to reassure me and check my girls vision as I was worried about their prescription. He is an absolute star and a credit to the eye department and the hospital. He was pleasant and kind. Catherine Burn, Staff Nurse, Ward 9, Elderly Care – Freeman Hospital Student nurses are becoming a major part of the NHS, so support and guidance from senior staff is paramount in their growth to becoming qualified nurses. Catherine is the best example of what a nurse should be and her enthusiasm about work is what I (as a student nurse) aspire to. "Putting patients at the heart of everything we do” is a phrase Catherine accomplishes every day within her role as a nurse. I have been in awe of her innate way of caring for patients throughout their stay in hospital, and the ongoing support she gives to all members of the team she works with. There is not just one

event I can pick from my time spent on the ward with Catherine but multiple, as the support from her throughout my time on placement has been continuous. Catherine has pushed me to become more confident, making every task a more enjoyable learning experience. She has also given me the knowledge and confidence I need to progress in to the next stages of my nursing degree. She is an attribute to the NHS. Susan Cable, Domestic Assistant, Domestic Services – Freeman Hospital Susan is bright and cheerful, chatting to patients as she works. She works hard, but where she stood out was when bringing out the water jugs on a morning, she would half fill the patients' glasses and ensure they were within reach of each patient, which is a fantastic personal touch and also encourages

patients to hydrate if water is available to hand. Susan is a credit to the hospital. Sharon Chilton, Midwife, Midwifery Community Staff I would like to nominate Sharon Chilton for a Personal Touch Award. Sharon is part of the community midwifery team covering Walker and Byker. The team led by Tracey Gair (including Louise) were all excellent in relation to the care I was provided with, but Sharon in particular went above and beyond in her practice. I recently gave birth at the RVI and had a traumatic birth which involved induction, an emergency Caesarian section and a 3 day ward stay.

Sharon came to visit me 3 times in the community (more than the standard amount of visits) and stayed for a number of hours on a Sunday afternoon, to talk through my experience and support me when I was upset. Sharon took the time to listen to me, support me, help me feel confident about being a new mum and help me come to terms with my hospital experience. Sharon was extremely caring and treated me like an individual, tailoring her support to my individual circumstances. I don’t believe I would feel as positively as I do currently about being a new parent without Sharon’s care. Sheerin Choudhury, Staff Nurse, Outpatient Nursing – Freeman Hospital I would like to nominate Sheerin Choudhury because every appointment I attend, she goes out of her way to make me feel safe and supported. I am autistic and have a very complex, life-limiting condition. I also have medical based PTSD which makes hospital appointments very stressful and anxiety-inducing for me. I get extremely anxious about dealing with new staff and not knowing what will happen. I also hate feeling like a nuisance, which often happens when people start fussing about me because of my wheelchair and access. One of the issues that often causes a great deal of fuss and stress is having my blood taken. I can’t use the normal blood taking room due to my wheelchair and falls risk, so it used to be very stressful. The nurses that didn't

know the rules of wheelchairs in the blood room would send me there and then when I was sent back to them, they would get stressed about needing to find somewhere suitable to take my blood. The rest of the patients waiting would then look at me and I would often start to have autistic meltdowns. Sheerin has removed this very stressful situation for me. As soon as she sees me arrive in clinic, she gets my blood form and finds a quiet room for us. She takes my blood using the routine I prefer and is always very friendly and chatty with my wife and I. She can also tell when I’m struggling socially or sensory wise and adjusts accordingly. The TPN clinic is one of the most stressful clinics for me because of how busy the waiting room is - the small size of the rooms make it difficult for me to manoeuvre my wheelchair and due to needing bloods and a weight check, usually results in long waiting times. But Sheerin makes the whole process much easier and more accessible for me, and she does so without any fuss or complaint. She just gets on with

doing things how I need them to be done, in order to keep me safe and relaxed. I attend this clinic every 3 months so it is a frequent occurrence, and Sheerin always makes sure that she takes good care of me and makes this regular experience as pleasant and stress free as possible. She always stops, says hello and has a little chat if she sees us at other hospital appointments. She also always asks if I need anything, even if it's not her clinic. Imogen Clarke, Lead Specialist Dietitian, Nutrition, Paediatrics, RVI

1. A patient's mother rang the dietetic department today and requested to speak to Imogen's manager. I rang the patient's mum back and she

explained her desire to contact me, as she wanted to share how much her daughter 'loves' Imogen. The patient's mum described Imogen as 'amazing', 'extremely caring', 'accessible' and was especially complimentary about the way Imogen works, which means that she has minimised the volume of appointments required, as much of the input from dietetics was over the phone. The patient's mum commented about the impact of Imogen's care in relieving her stresses around waiting for parking at the hospital due to reduced hospital visits. The patient's mum expressed that she rarely needed to phone her daughter's consultant as Imogen's advice meant she felt confident in managing her daughter's complex condition and tube feeding. I feel Imogen should be recognised for this excellent patient care, hence the nomination for a Personal Touch Award. Thanks.

2. Imogen the dietician is just fabulous she has worked wonders for my

little one and kept her out of hospital for a lovely few months at home. she always rings every week to see how things are going and to see if she needs anything and she is never too busy to answer a phone call when i need advice. Imogen goes up and beyond her job description every single day. Imogen is more than a dietician but support for me as a parent of a very complex child with feeding issues. She really is

outstanding in her job and she cares so much. She really does deserve to be recognised for all her efforts. My daughter is not the easiest patient as she is complex. Thanks so much for all your heard work. We as a family appreciate every thing you do for us. Up and beyond her job role such an amazing caring person. Please note the care given has been since

Nicola Cox, Receptionist/admissions clerk, Newcastle birthing Centre Nicola works on reception at the Newcastle Birthing Centre and coordinates Parent education bookings. Nicola was working on a very busy day when a father asked for some assistance. His baby had just been born very premature and he was extremely upset. He asked if a chapel was available and he broke down. Nicola used amazing communication skills to offer

support and arranged an appropriate place for him along with support. As he was concerned about cancelling parent education classes she reassured him that she would take care of it. I have learned that he came to Nicola to ask for support because she had helped him book the parent education classes at an earlier appointment. The next day he returned to the birthing Centre to inform Nicola that his son had died and to thank her for the care she had given him. Despite finding this a difficult encounter she put the needs of the father first and I have no doubt he will remember the care, compassion and personal touch she demonstrated for the rest of his life. The reason I would like to nominate Nicola is that I witnessed these interactions and her

empathy, verbal and non verbal communication were outstanding. It would have been really easy for her to pass him over to a qualified member of staff but she dealt with it personally with great care and thought. I feel she embodies the ethos of this trust ensuring all patients, staff and visitors to the Birthing Centre are made to feel welcome and cared for. Henriette Van Ruiten, Consultant Paediatric Neurologist, RVI I would like to nominate Henrietta for the excellent care and service she provided for my child and for us as a family. We cannot thank Henrietta enough for what she has done and how she has treated us during our time at the hospital, and how that has made us feel. My child has SMA Type 1. He is on a trial at the Great North Children's Hospital. During one of our weekly reviews, I noticed that my son's breathing was starting to deteriorate so we went to Children's A&E. Once the paperwork was complete, we went through to the department and were seen by a doctor straight away. Henrietta was the on-call doctor that day. She agreed that my son was working harder than usual to breathe. She was in contact with the physiotherapy team, the respiratory team and a respiratory doctor came down to see him straight away. She noticed that he was deteriorating quite fast, and contacted the PICU and arranged for him to go there. She explained everything to us and had my child's best interests at heart. She explained how we were going to a

room upstairs where there would be lots of machines, but I was not to worry about anything as there would be a nurse at the end of the bed available for him 24 hours a day. She made it feel so normal and like it was not a big deal. After a couple of days in the PICU, I actually realised that my son was in the Intensive Care Unit, but the way she explained things to me made me feel at ease. We were at the hospital for 5 weeks because of the respiratory support my son required. Henrietta would regularly come and see how he was doing and also how I was. The way my child was treated was as if he was the only child there. They gave him their full attention and met his individual needs. They also looked after us as a family. We were part of their care regime which was really really nice. When my son was discharged after 5 weeks, Henrietta came to see us the night before. She said that she had been on her way home and received a phone call to say that my son was being discharged the next day and would be leaving early in the morning. Henrietta told us she'd

driven back to the hospital to see me and my son, to make sure he was okay and that we were all happy with the transfer. She said she couldn't let him go without seeing him herself and making sure that he was okay and safe to leave hospital. This really touched my heart because she showed genuine care and concern for my child. As a doctor, she went way above her job role and actually showed an interest in my child's wellbeing. She always always always made me feel at ease and the trust that she built between us was very strong. I could agree to anything she said because I knew she had my child's best interests at heart. I cannot thank Henrietta enough for all of her hard work and dedication. We have met Henrietta on many occasions and she always

listens to what I have to say about my child as his parent. She listens and acts upon things, and does things as a doctor that put my mind at rest. Rebecca Dobson, Staff Nurse, Ward 9, Paediatric Surgery - RVI Lovely, caring, understanding and helpful. Supported me and trained me to peg feed my daughter at home. Becca was very helpful and made my stay on Ward 9 lovely. Becca could not help enough - I am very grateful for her hard work and dedication. Paula Drummond, Consultant Community Paediatrician - RVI Our 5 year old son has been under Dr Drummond's care for the last 6 months due to a severe case of encopresis along with overflow. Our son has struggled for most of his life with his bowels and Dr Drummond was the first person who actually listened to us as parents. I cannot thank this lady enough for completely turning our son's life around. This condition was having a massive impact on not only him, but on all of us as a family! She has gone above and beyond, and keeps in regular contact with us between appointments, about altering medication dosages etc. We will be forever thankful for not just her help, but her support too. Angela Elliot, Domestic Assistant, Ward 30, FREEMAN HOSPITAL

Angela is a bright and bubbly member of staff who always makes patients and relatives feel welcome to ward 30. She is an extremely hard worker and no job is ever a problem. However it was her care and empathy towards one of the post transplant lung patients that prompted this nomination. Angela made a great effort in comforting and reassuring a lady who had undergone a lung transplant. The patient was very unwell, spending weeks in ward 30, miles away from home and her children. Angela spent time with the patient and would often pop to the shop in her own time to ensure the patient had snacks, drinks and magazines. Over the Christmas period Angela made a special effort to decorate the cubicle with as many decorations as she could find because the patient loved "bling". Her warm smile and kindness was a huge reassurance for our patient who was very poorly and frightened at times. Angela deserves this award because she doesn't think twice about

going above and beyond her role to ensure patients have the best experience possible. Emma Guest ,Staff Nurse, Ward 10, Adult ENT – Freeman Hospital

1. Emma is the most caring person I've ever met. She seems to sense you are feeling low and picks up on it. She did my hair when I was very down, as my family were two and a half hours away and could not visit as often as I would have liked. Each morning when I saw Emma was on shift, it brightened my day. She is ideal for her job.

2. I was a patient on ward 10 for 2 days and Emma looked after me with compassion dignity and not just with me but she treat all the patients the same as she would as if we were her own family Nothing was to much trouble for Emma and I seen with my own eyes how she reassured a patient who was very upset with something small like a cuddle and provided a shoulder to cry on with privacy so please give this beautiful nurse the recognition she so deserves ward 10 should be so proud to have a wonderful nurse like Emma on their team

David Harris, Staff Nurse, Ward 29, Chest Medicine – Freeman Hospital David started his shift with a lovely "good morning" - unfortunately I was very upset and tearful from having had no sleep for 6 nights. David was very supportive and understanding, and when a side room became available later in the day, he moved me so I could get some rest. This reduced my anxiety and allowed me to rest, which enabled me to focus on getting better. He has a lovely bedside manner, and is a credit to both Ward 29 and the Newcastle Hospitals Trust. Thanks David. Peter Hendon, Porter, Portering Services – Freeman Hospital

I would like to nominate Peter Hendon for a Personal Touch Award. Peter works tirelessly as a porter but has ALWAYS got a smile on his face, as well as being full of chat and is sociable with both staff and patients. His rapport with patients is lovely - he shows real empathy, and has such a calm and kind voice that he puts a lot of patients (and staff!) at ease. No matter whether you bump in to him early in the morning or last thing on an evening, he will greet you in the exact same way - with respect, kindness and a huge smile. I really feel Peter deserves this acknowledgement so that he knows how loved he is by staff. Thank you. Sarah Hickey, Healthcare Assistant, Ward 22, Orthopaedics - RVI I was at an extremely low point, to the point I wanted to give up. Sarah was extremely caring and put effort in to take the time to talk to me. She spoke to me about my family and friends, and how it would be a hard recovery period

but that it was important to look towards the future, making me realise I had a future that was worth fighting for. Peter Hodgkinson, Consultant Plastic Surgeon, B & P Cleft Lip & Palate - RVI I have been very happy with the overall care and the lip surgery result for my daughter. I never imagined that what a tremendous difference Mr. Hodgkinson would make to my daughter's lip and her looking. I just want you to know how much I appreciate your genius and it means a lot for my daughter and the whole family.

Nicholas Jacobs, Sister/Charge Nurse, Ward 7, Liver HDU – Freeman Hospital Nick has been professional, knowledgeable and extremely caring. He took the time to ensure my dad's mental health was dealt with. He sat and took time out of his day to chat to my dad - this meant a lot. Filipe Landeiro Sardinha, Sister/Charge Nurse, Ward 36, General Surgery - RVI An elderly patient had been prescribed Tinzaparin as an outpatient prior to his surgery in 3 days' time. Unfortunately due to administrative/discharge issues, the paperwork and documentation became locked in the GP surgery over the weekend. Any delay to this injection would have likely resulted in a delayed surgery. After contacting several departments and professionals trying to source the information (many of them closed due to the weekend), Filipe went above and beyond to reassure the patient and retrieve the information from another area. Filipe's handling of the situation was excellent, showing a highly professional, efficient and compassionate approach to an anxious patient and his community based colleagues in need of help. Thanks, Filipe - your input saved this patient from a likely surgical delay whilst making every effort to help colleagues in another service. A shining example of team work

in a pressured situation. Maria Laranang, Healthcare Assistant, Ward 34, NCCC – Freeman Hospital Maria is such a bright, bubbly person who has the most kind heart. She genuinely cares for people and has the ability to put people at ease with her personality. She is always happy, smiling and singing, and during our time on the ward, my partner and I have not seen her stop working. She is constantly on the go, she calls in to the cubicle to say goodbye at the end of her shift and offers encouragement to my partner to be more independent. This makes him feel great, as he thrives off encouragement and positivity. Being diagnosed with cancer is a daunting time for my partner and our family, but Maria has made this journey less worrying, as she goes above and beyond to

offer a personal touch to the care she provides. A genuinely kind and caring woman, with a heart of gold. Maureen Lawson, Consultant Paediatric Gastroenterologist - RVI Dr Lawson has been my children's doctor for over 5 years. During this time she has been amazing. She gives you time to discuss the issues and symptoms, and genuinely gives you the sense that she truly listens. Her actions are always appropriate and reactive to certain situations. My child's health is her number 1 priority and this is always clear. I think she is a shining light of how and what a doctor should be. I appreciate her at every visit.

Joanne Lewis, Consultant Clinical Oncologist, NCCC Specialty – Freeman Hospital Dr Lewis has been my neuro-oncologist for 10 years, since I had a brain tumour removed. She has a caring and friendly manner, and I feel she is monitoring my health excellently, taking in to consideration my childhood medical history and not just my current medical condition. She always talks through my MRI scan results in simple terms and answers any questions I have. I always feel reassured that everything is doing fine when I have seen her at my appointment. She has excellent background knowledge of my medical conditions. Jennifer Logue, Locum Consultant Surgeon, Hepatobiliary Surgery Specialty - Freeman Hospital When my father was transferred from South Tyneside, it was a very stressful time but Jen put us at ease. When he was transferred to the CCU she was open, honest and knowledgeable, along with a down to earth approach. This made all the difference, enabling us to be upfront with concerns we had. A lovely, caring professional. The Freeman is a lucky hospital. David Lowdon, Staff Nurse, Cardiothoracic Theatres Catheter Lab,

Freeman Hospital I was at placement at the Cath Labs for 3 weeks between 11/02/2019 and 03/03/2019. David was my mentor at the time. He was very caring and professional from the beginning. He explained everything to me as the procedure went through. I learnt so much from him that I will be able to take into my qualification. His care was second to none and was always evidence based. He knew all of the up-to-date guidelines and wasn't afraid to challenge other staff members when he thought patient care could be better. I felt like part of the team and that was due to the way David was with me. Thank you again David for my time at the cath labs, I enjoyed every minute and learnt so much.

Mark Magee, Domestic Assistant, Domestic Services - Freeman Hospital On behalf of the Sisters and staff on Ward 6 of the Freeman Hospital, we would like to say well done and thank you to Mark Magee, our temporary domestic. His attention to detail and cleanliness is outstanding. The ward has never looked better. We are an old ward that has not yet been updated so it's not easy to look after, but Mark ensured every day that it was spotless. The patients have all commented on how good our ward looks and have also all praised Mark. He is a pleasure to work alongside, friendly and helpful to staff and patients alike.

Philippa Marsden, Consultant Obstetrician, Obstetrics Specialty - RVI I would like to nominate Dr Philippa Marsden. She is a Consultant Obstetrician at the RVI. I have been a patient in her outpatient clinic for 4 months. She should be nominated and thanked as she has gone above and beyond in my care, throughout the pregnancy. During the pregnancy, it became apparent that I may have a recurrence of a childhood cancer and through Philippa working with the radiologist to dig up old scans from other hospitals, we found that this had unfortunately been missed previously. She responded professionally and compassionately when it became apparent in clinic that this was news to my husband and I, and she has worked tirelessly for us ever since. This was an incredibly uneasy time for me, and she kept me as up to date as physically possible via e-mails and phone calls. She also recognised and responded to me and my husband's concerns when her secretary would call me to inform me of upcoming appointments, "just to give me peace of mind". She works in a very busy and demanding department which is understaffed. She is always calm, approachable and explains as much as she can, in layman's terms, which I really appreciate with not coming from a medical background. She has advocated for me to other departments regularly, despite it not technically being her role to push referrals forward. Without her advocacy, I would have felt very lost, scared, unsure of the way

forward and worried that my case had been 'lost in the system'. Diane Martin, Cardio Receptionist, Radiology Diane has always displayed such a kind and caring manner to everybody that she comes into contact with whether it be patients, visitors or colleagues. Diane goes above and beyond at every opportunity to ensure that patients feel cared for and are comfortable when attending the department. Diane also makes the cardio department a happy, positive working environment with her incredible enthusiasm and loving personality. As a student, Diane was the first member of staff who purposefully went out of their way to include me as a normal working member of staff and instantly made me feel welcome within the trust. I often got to witness first hand the impact that Diane has on patients past and present as they are always happy to see Diane's smiling face as they attend the department. Diane's attitude towards all patients and

staff is something I haven't witnessed since or likely ever will. Truly one of a kind employee. Muzlifah Md Haniffa, Honorary Consultant Dermatologist, Dermatology - RVI Local anaesthetic and stitches at all stages of excellent visit. I was cared for and made to feel special, as the staff are great at people skills - the pharmacy too. Communication was first class. Andrew Mitchell, Porter, Portering Services, FREEMAN HOSPITAL

Andy is always very cheerful whilst at work, he will go the extra mile to make sure the patients he is transporting to and from my department are comfortable. All of the patients he has brought to our department comment on how nice he is. I feel he genuinely cares about the patients and always provides a service with a personal touch. He is a pleasure to work with and he brightens everyone's day. I truly believe he deserves some recognition. Amy Mulgrove, Staff Nurse - Children's, Ward 9, Paediatric Surgery - RVI Lovely, happy, caring and listened to me. She helped me, and was never too busy to help me. She listened to my one major concern, which was pain relief for my daughter, fresh out of surgery. Thank you - you have made my stay on Ward 9 very comfortable. Carley Oliver, Staff Nurse, SCBU (Ward 35), RVI I am a parent on SCBU, we have been here with our daughter for 14 weeks 6 days so far, over this period we have had the pleasure of Carley being our nurse a few times and she has been exceptional at her job every time. Carley is a constant presence in the ward and even when she is not our nurse she has gone out of her way to provide care for us when we have needed it. I have seen the way she interacts with parents and goes above and beyond to

make sure that they have everything they need and their little ones are well cared for. She speaks to people on a human level and doesn't confuse people with jargon or platitudes she interacts with people with empathy and sympathy, you can tell she truly cares about the people and puts patient above all else in her role. On a personal level I had a bad week this week, with something happening and it being reported out of context and being misconstrued which left me very upset. Carley asked me if it was ok and her genuine nature allowed me to open up to her and I was quite emotional. She took me to a room and consoled me, put everything in perspective and turned this experience around for me. It probably doesn't get said at all but though this has been a bad 4 months for me personally if it wasn't for Carley and people like her I wouldn't have been able to endure it. I can't put into words all of the amazing things she has done for us, no matter how small she has

kept me amused with the chats we have and truly kept me sane and able to cope. Samantha Peace, Staff Nurse, Ward 8, Vascular Surgery - Freeman Hospital Sam has been amazing, non-judgemental and friendly. I have a blood clot caused by heroin use and was very scared of being judged, and have been by some. Sam is always smiling and helpful, and is not even my designated nurse. She is a joy to her profession and has left me humbled. Chris Perry, Consultant Anaesthetist, Anaesthetics Specialty - RVI

Chris was fantastic, loving, caring, helpful, and he listened to and answered all of my questions. Such a lovely man - he put my mind completely at ease when my daughter went in to surgery. He meets my high standards and I will remember him! Brioney Scott, Nurse Specialist - Bone and Soft Tissue, MSU Nurse Specialists - Freeman Hospital Brioney was my husband's specialist nurse when he was diagnosed with sarcoma in July 2018. Throughout his illness, Brioney provided my husband with tremendous support, and both my husband and I regarded her with enormous respect and trust. When you have a life-limiting illness then it's really important that there are no unnecessary delays that prolong an inpatient stay. During admissions, staff on duty were sometimes unfamiliar with my husband's case, often overreacting to some of his symptoms which caused unnecessary additional stress and anxiety. However, when things weren't quite going to plan, we could rely on a call to Brioney to come along and get things back on track. This could be revising the inpatient treatment plan, providing reassurance to both the ward staff and my husband, or just making sure barriers to a quick discharge were removed. Between inpatient stays, Brioney was an essential source of support and advice to us both. When my husband needed additional treatment, she could be relied upon to

sort things out quickly and rationally. Finally, Brioney helped make sure that my husband's dying wish to be at home was granted. A fantastic, caring individual who is a credit to both the sarcoma service and the NHS. Charlotte Shiels, Staff Nurse, Ward 6, General Surgery - Freeman Hospital Charlotte made my dad feel safe and cared for when he was at his lowest. Her bubbly personality was just what my dad needed. She was knowledgeable and caring. Jeff Sidhu, Healthcare Assistant, NCCC Outpatients Because of chemo/radiotherapy, my veins are all but useless when it comes to getting blood out. It has taken 7 or 8 attempts in the past and I dreaded having it done. Then I met Jeff! I told him I was a difficult patient but he

made me laugh and I trusted him. He tried twice but as normal was unsuccessful and he was quite concerned about hurting me so he asked another nurse to try, again unsuccessful. Jeff was so kind and caring. He took me, almost by the hand, to level 2 and after a further 3 attempts it was done. He has taken my blood since and his cheerful disposition always brightens up my day. I hope his concern and caring for his patients is acknowledged and rewarded. Emma Sowerby, Social Worker for Adult Heart & Lung Transplant, Freeman Hosptial

Since my admission and transplant on 11th February, Emma has been a tower of strength to our family, especially to my mum and me. Mum told me that for the first 10 days following transplant when I was in a critical condition, Emma was a source of ongoing support and friendship. She provided a listening ear, a shoulder to cry on, plenty of hugs, warmth, empathy, good humour, and emotional and practical support. They shared a few tears and lots of laughter when they were able to. When my mum became unwell and felt unable to cope, Emma organised extra support for her. As soon as I became aware of my surroundings, Emma also became a rock for me. She encouraged me and lifted my spirits so many times when I was feeling low during particularly trying times. Her ready smile, easy laughter, yet deep empathy and understanding for my situation shone right through. I know she has many other patients, but she has such a wonderful way of making me feel that no-one is as important as I am. This has been of such enormous consolation to me during these past three months. I firmly believe that if the world had more people like Emma, it would be a much better world to live in. Please give an award to her - she deserves it so very much. Thank you. Campbell Tait, Specialty Training Year 6, Urology - Freeman Hospital During the medical examination, every step was explained to me clearly and the reason for it. Further, as I asked questions, answers were readily given

along with one or two other alternative suggestions regarding potential treatment options, which greatly relieved me of any lingering anxiety. After the examination, the results were given to me immediately, and a course of action recommended and confirmed by letter. Ann Ward, Consultant Respiratory Physician, Chest Medicine Specialty - Freeman Hospital I was admitted to Ward 29 via A&E with breathing problems and Dr Ward took over my care during admission and my stay. She explained everything that she thought was wrong and what she planned to do in a way that was understandable. I was anxious to go home and she gave me a target peakflow, which allowed me to monitor and document my own readings to give me focus and distraction which helped. A lovely doctor with a fantastic manner. Thanks Dr Ward.

James Wood, Assistant Patient Services Co-ordinator, Freeman Hospital James has gone above and beyond his duty of care to my nana and to my family. The ward is a very busy place, but James finds the time to put my mind and my family’s minds at rest. He stayed after his long night shift to make sure we were fully informed about what was to happen to my nana. He could have handed it over to the day staff, but chose to stay and see it through. I work in a busy environment myself and I understand the pressure

nurses are under. I rang James and told him how worried I was about my nana and he told me "we’re open 24/7 so don’t sit and worry alone, just ring us any time or pop in outside of visiting hours to see how your nana is and to put your mind at rest". He really is a kind, caring and compassionate nurse, and Ward 15 are really lucky to have him as their Charge Nurse.

Team Nominations

Cancer Services/ Clinical Haematology

All Staff, Ward 35, NCCC - FH My husband had been attending Ward 35 since diagnosis in July 2018. On every occasion staff were caring and attentive, from the domestics and housekeeper to the nursing staff, medical staff and other healthcare professionals. Our final visit was at the end of March 2019. As his condition deteriorated, all of the staff provided my husband, myself and the rest of the family with fantastic support to help us get through a horrific time. Ideally I'd like to nominate several of the team individually, but there would be too many to mention and I'd worry I had missed someone. Instead, I would like to

highlight how the team on the ward pulled together to ensure we got my husband home for his final hours. From the specialist palliative care nurses who set things in motion, the occupational therapist and physiotherapist who sorted out equipment and most of all Aine, who was fantastic not just on this admission but on all previous occasions. My husband always had confidence that things would be sorted out properly when Aine was on duty, so it was of great comfort to him to know she was managing his discharge. Staff clearly work under enormous pressures and in difficult circumstances. However, if they could have seen how happy he was to get home, it would make everything worthwhile. We only had a few hours together, but they were so precious that I will be forever grateful to those who made it happen. Nicky has a fantastic team and I hope they are recognised for their unwavering kindness and dedication under challenging conditions.

Children's Services

All Staff, Paediatric Rheumatology - RVI The Rheumatology team looked after Katie during her admission to the RVI. They were all supportive to the family during difficult times. The care they gave Katie was fantastic and they all went above and beyond to make sure they got a diagnosis for Katie. They made calls to other hospitals to get answers and reassurance. Katie always seemed to feel at ease when the team were around. If we had questions, they were always answered honestly. As parents, we can not thank the team enough.

All Staff, Ward 9, Paediatric Surgery - RVI My whole experience was fantastic. Staff worked very well as a team and this was lovely to see. All team members worked together, and the healthcare assistants were particularly lovely and worked very hard. This was a lovely stay with my daughter who had surgery. Laura Thompson & Alison Swift, Staff Nurses, Ward 10, Paediatric Orthopaedics - RVI Where do I start in praising the individuals mentioned and the rest of the team? My son was admitted with appendicitis on 30th May 2019 and he was made to feel very welcome and comfortable upon his admission. All staff were very attentive, meeting all of his needs and they managed his pain relief very well. After his operation, he was made comfortable by the night staff on duty. On the Friday morning, Addison's nurse introduced herself to me (Addison's mum) - she was called Laura. She presented as a caring individual with a lovely, friendly smile. I noticed that Addison had developed a nasty rash on his back, so I informed Laura who came straight away to have a look. She was concerned about this, and knowing that Addison had an allergy to peanuts she acted very quickly and moved him in to his own room. She also

asked the other children's families that were in if they had eaten peanuts (in a very polite way), so that she could rule out any possible airborne contamination. Once in his room, she asked the sister (Ali) to come and have a look. Ali and Laura sat with us for about 15 minutes, observing Addison whilst discussing allergies - this was a genuine conversation and not just 'lip service'. Laura and Ali maintained their high level of care until we were allowed to go home. Their attention and the care my son received from all of the staff on Ward 10 was absolutely amazing, but it was Laura and Ali who shone through. We will always remember Laura and Ali for very good reasons.

ENT, Plastics, Ophthalmology & Dermatology All Staff, Phototherapy, Dermatology Outpatients - RVI

1. As ever, every time I attend the department for phototherapy, all of the departmental staff are very attentive, smiley, considerate and as a

wheelchair user, are particularly helpful yet respectful at the same time. I am always made to feel at ease and treated as a person, not a number. Brilliant.

2. Excellent service with friendly and welcoming staff. Very polite and

always happy to chat. I'm very pleased with my treatment and the service they have provided. Old fashioned, friendly customer service is nice to see. Can't commend the team highly enough.

Internal Medicine/ED/COE Directorate All Healthcare Scientist Assistants & Senior Healthcare Science Assistants, Corporate Laboratory - Blood Sciences I wish for all Healthcare Scientist Assistants and Senior Healthcare Science Assistants to be recognised and thanked for their efforts during a flooding incident within the Pathology Reception, Department of Blood Sciences, Freeman Hospital which occurred on Friday 31st May 2019. The incident involved severe flooding (of hot water) above the pathology reception front desk, continuing from mid-afternoon to late evening on this date. The flooding extended significantly in to the Blood Transfusion laboratory, the main Pathology laboratory, and the first floor hospital corridor. The incident caused extensive damage to the pathology reception ceiling structure and also caused electrical/lighting damage, which presented health and safety hazards and risks to all team members based in this area. Staff ensured the safety of patients by carefully redirecting them to a safer route. This team should be recognised due to their exceptional willingness to help, teamwork, dedication to support the Trust's Estates staff and ability to continue providing a service to urgent requests, as well as transferring all other requests to the RVI site. Without this team, the service provided by the department would have been severely affected and subsequently the care, monitoring and treatment of patients would have been significantly impacted upon. Despite the health and safety risks to staff members, their selflessness and ability to go above and beyond their role descriptions is testament to the department's work ethic. All Staff, Ambulatory Care Unit - RVI Staff were amazing and made me feel like nothing was a bother. Great service, fabulous staff. Arthur Dodds Healthcare Assistant & Team, Ward 15, Elderly Care – Freeman Hospital I would like to nominate the staff on Ward 15 of the Freeman Hospital, after spending nearly 3 weeks on the ward. They were so kind and caring at every stage of my dad's care. Nothing was a problem. The night we were called in because of my father's deterioration, the kindness shown was incredible.

Healthcare Assistant Arthur was particularly kind to my dad and us as a family. The icing on the cake was when the ward staff clapped my dad out of the ward. It brought tears to my eyes. All Nursing Staff & Doctors, Ward 17, Elderly Care - Freeman Hospital My father-in-law Brian Cuthbertson passed away today on Ward 17 of the Freeman Hospital after over 16 weeks of admission. We were truly humbled by the care, compassion and dignity shown right through to the end by Doctor Jack Dye, palliative care nurses Wendy and Michelle, and ward staff (notably)

Toni, Jonny, Jamie and Lynn to name a few. They all made what was a very distressing time for the family a truly inspiring journey. These staff are walking angels. Authentic, empathetic, caring, kind and compassionate. We couldn’t have given him more love and attention if we’d had him home ourselves. Thank you doesn’t do it justice. We will remember with gratitude.

Musculoskeletal Services Lianne Carr, Orthopaedic Practitioner & Fiona Heppell, Staff Nurse Fracture Clinic - RVI My mother had a fall and Lianne from the Fracture Clinic was great. I was even helped with a ring which was stuck on my finger, causing me distress. Fiona from the Fracture Clinic came to my rescue and removed the ring. I'm so grateful for all of her help and kindness at all times. God bless you both. All Staff, Ward 20, Adult Orthopaedics – Freeman Hospital It was really refreshing to see them being so friendly, professional and keeping their heads while so much was going on around them.

Out of Hospital/Community Services Directorate Dawn Revill Healthcare Assistant, & Pam Barnes Specialty Doctor Sexual Health Nursing Staff & Sexual Health Medical Staff

1. Really informative about the coil and the whole process. Made me feel at ease and were friendly. Made quite a daunting process completely fine.

2. I visited the clinic to get an emergency coil. I was very nervous, but

Pam and Dawn made me feel so at ease. Pam was extremely informative and reassuring, and Dawn was so friendly and kept me talking throughout it. Both ladies were really amazing, they are a credit to your team.

Gillian Caldwell Staff Nurse - Specialist Practitioner, & Pam Barnes Specialty Doctor, Sexual Health Nursing Staff & Sexual Health Medical Staff I attended today to have my Mirena coil taken out, for which the doctor had to attend. I was delighted at what a relaxing and comforting experience it was, with such a professional team, who made my anxiety abate. Highly recommended.

Patient Services & Internal Medicine/ED/COE Nutrition - Newcastle Hospitals Lisa Gemmell - Lead Specialist Dietitian Colette Kirk - Specialist Dietitian Ward 48, Gastroenterology Specialty - RVI Hayley Leyland - Nurse Specialist Jessica McDonald - Nurse Specialist - Parenteral Nutrition Since October 2018 I have been both an inpatient and outpatient under the care of this wonderful team. I was transferred in to their care from another hospital where I had lost any hope of recovery. From day one in their care I was given hope again. The team, along with Dr Mountford, explained my surgery to me and what it meant - this had never been explained to me at the previous hospital. I was drawn a picture of before and after the surgery, given a diet sheet and I ate for the first time in a whole month. I was taught how to look after my stomas and I was also taught how to administer total parenteral nutrition, so that I could be discharged home safely. The emotional and clinical support, advice and care I have received has been outstanding. There is not one single, specific event to mention but many, many events. I cannot imagine what would have become of me without this team - they have supported me through my very darkest days and nights. I truly believe they should have the recognition they deserve.

Peri-operative & Critical Care All Staff, Ward 37, ICCU – Freeman Hospital The ICCU team at the Freeman Hospital were excellent. They went above and beyond, taking in to account all aspects of my father's health. They took him out in to the courtyard as he wanted to smell the fresh air. They ensured he was emotionally cared for also. An amazing team.

Sam Hagan, Sister/Charge Nurse & TeamWard 18, ITU - RVI My very good friend/companion was involved in an accident where he was hit by a car. Sam and Ward 18 really did work so hard, with caring and kindness at all times. Sadly Lenny Parkes passed away on the 20th November 2018. Kevin Kendall Senior Operating Department Practitioner & Team, Anaesthetics & Recovery Theatre - RVI I would like to nominate Kevin and the theatre team who were present on the 8th and 9th February 2019. The theatre team on duty overnight in to the Saturday managed to facilitate 3 patients for organ donation from Ward 18. 1

donation presents a significant burden on the system, whilst 2 would be a major stretch. 3 is unheard of; however, the dedicated healthcare professionals in theatre went more than the extra mile. Due to this, many sick patients have had their lives transformed or even saved, through the gift of organ donation. In the last financial year, the northern region had more than 100 organ donations. Of those, a third were NuTH patients. Newcastle Hospitals should be rightfully proud of their contribution to the transplant community and it would be remiss of me not to congratulate all the staff who are involved in donation. So please, accept my sincerest of thanks. Danielle Curtis, Healthcare Assistant, Louise Maddison & Harry Curry Staff Nurses , Ward 18, ITU - RVI I have never come across a better, more caring team. Having been on high dependency it was very scary and daunting, but the care provided is fantastic, from the nurses to the domestics. Everyone works as a team and they make me feel so very comfortable and happy. Radiology & Urology/Renal Services Andrew McNeill, Consultant Radiologist, David Rix , Consultant Urologist & Team, Radiology - Corporate & Urology Specialty – Freeman Hospital I am sending this nomination on behalf of a patient, Hendia Bevan, who had a kidney biopsy yesterday. She wants to pass her utmost compliments on to Mr Rix and his team for the excellent care and speed with which they had her in for her biopsy, and in particular to Dr McNeill who performed her biopsy yesterday. She said he put her at ease and she couldn't have been happier with the way she was treated during her time with us.

Surgical Services Directorate

All Staff, Ward 46, General Surgery - RVI Ward 46 are incredible from the cleaner Dawn, housekeeper Daniel, the healthcare assistants Emma and Sam to the staff nurses: Tracey, 'Tall Sarah', 'Little Sarah', 'Irish Sarah' and the sisters Becky, Jill and the wonderful Hayley.

They are all so amazing and will do almost anything to help your recovery. Not forgetting the legendary Gail, and the night staff: Antonette, Majane, Johnray, Joel, Deepa, Sandra, Paulette as well as the students Tom and Molly who are totally amazing. I don't feel like I've been in hospital. I would like to nominate them all for a Personal Touch Award. Thank you Ward 46, I love you all. If I've forgotten anyone, I'm so sorry, love Darren. All Staff, Ward 36, General Surgery - RVI I was booked in for a laparoscopy. Two days prior to that I'd reported difficulty in swallowing - this was picked up, seen as a problem and resulted in

a feeding tube being inserted at the same time. That all started on Ward 45. Post-operation, I went to Ward 36. There I was shown compassion, care and support on every level. I ended up being there for over a week. The housekeeping staff, nursing staff and doctors were truly wonderful. I thank each and every one of them. It would be unfair to select an individual because they all had something extra to offer in addition to their professionalism. WHAT A MAGNIFICENT TEAM! Urology/Renal Services Doctors, Nurses & All Staff, Ward 3, Urology – Freeman Hospital I nominate all of the doctors, nurses and staff on Ward 3 who were so exceptionally kind and loving in the wonderful care of my dear late husband, myself and all of our family. Nothing was too much trouble in making his last days comfortable. They certainly went "the extra mile" for us all. They had true dedication in their roles and are a credit to the Freeman Hospital and the NHS. Staff Nurses, Healthcare Assistants, Administration Staff, Medical Staff & Domestic Assistants, Emergency Admissions Suite - Freeman Hospital

I have been working in the Emergency Admissions Suite for the last four years. I was extremely nervous and inexperienced compared to other staff at my level. The department encouraged me to develop my skills and detect signs of an acutely ill patient. They have also given me training and experience in extensive clinical skills including ECG, urinalysis, MRSA and CPE swabbing, blood glucose monitoring and bladder scanning. This department have made me feel welcome from day one and have given me opportunities that they did not have to offer. As a result, I commenced my nursing degree and I am nearly finished the degree. The experience on the department has given me so much confidence and a feeling of belonging. They are always welcoming and accommodating. They show genuine care and compassion for not only the patients, but also the staff. I am extremely proud to say that I work alongside the team on the suite. It can be incredibly difficult at times for bank staff to adjust and feel like they belong, but this department makes you welcome and encourages learning and development.

Volunteer Nominations Alan Cornish, (NEAS) Volunteer Ambulance Driver, RVI I would like to nominate one of our Volunteer Ambulance Porters, Alan Cornish, for an award. Alan is very friendly, helpful and cheerful. He never complains, and he helps and supports his colleagues. Nothing is a problem. Alan goes above and beyond his duties - he is a pleasure to work with.