A ward clerk who supported a family during a distressing situation and a ward manager who is passionate about providing a really high level of care are our You Made a Difference award winners for November.
Sahar joined EAU 5 (medical short stay unit) in March 2021, where she is based on the ward reception desk. Sahar is the first point of contact, welcoming everyone, answering patient and visitor queries and answering the telephone.
The role has a strong emphasis on data quality, customer care, taking a lead role in maintaining accurate patient notes, filing and inputting data on CUH’s electronic patient records. Sahar also provides admin and clerical support to the ward multidisciplinary team.
Sahar is an asset to EAU5 and continuously works to improve the experience for both staff and patients, being incredibly organised and efficient.
Sahar proactively follows up on scans and other elements needed to help maintain patient flow, and maintains stock levels on the ward. Having previous corporate experience in London she has brought her skills with her to EAU 5, coupled with her friendly and warm personality she tirelessly works to maintain order on the ward. This nomination is a perfect reflection of the kindness that Sahar shows every shift.
Extracts from Sahar’s nomination, submitted by a colleague, said:
“Sahar supported a bereaved family. She took charge of a situation calmly and kindly explaining the next steps to a family whose English was very limited. Sahar was able to translate and answer their queries and support them in contacting authorities.
“She also connected the family with our bereavement team and acted as a translator. Without her help and support this would have been a very difficult and distressing situation for the family.”
Niki has been the ward manager for ward C3 since September 2021 where she currenly oversees the fourteen bed paediatric ward which specialises in children under the age of three. Ward C3 cares for a large number of respiratory and gastro patients, many of whom can be on the ward long-term.
Niki is passionate about providing a really high level of care to all the children that come through C3.
Niki has built a strong team who she ensures all work to the same high standard so there is a consistency in management of the ward even when Niki is not on duty. She is an incredibly compassionate leader and is always available to her staff and finds ways to support them all so that they thrive in their roles.
Extracts from Niki’s nomination, submitted by a colleague, said:
“Niki is our ward manager and we have recently had to deal with the tragic deaths of two long-term patients, which has been extremely distressing and upsetting for our team.
“Niki has been supportive and kind to the whole team, making sure that we are ok, checking in on us and making sure that we have space to talk about our thoughts and feelings.
“Niki has worked to ensure that supervision has been offered and will help cover [the ward] clinically if this is needed.
“Niki also knew these patients and their families well and has also been affected by these upsetting events, and yet has put this aside at times to ensure that her team are ok."
The kindness she has shown to us all should be celebrated and acknowledged, as many could learn from her how a team can and should be supported through an upsetting time.