A consultant who did everything he could to safeguard a patient’s future and a warm and caring contact centre agent who always goes the extra mile are our winners of the October You Made a Difference awards.
James was appointed in his post in March 2000, and is a paediatric oncologist in the department, leading the care of children across the East of England with the full range of paediatric malignancies.He has a particular interest in patients with Neurofibromatosis type 2 and their malignancies and germ cell tumours.
James is a world expert in germ cell tumours and has chaired several international groups in this disease. He was also Chair of the UK Children’s Cancer and Leukaemia group (CCLG) for 6 years.
Aside from being a world leader in germ cell tumours, he also finds time for his village amateur dramatics society, and has been a regular lead in panto productions around the festive period.
Extracts from James’ nomination, submitted by the relative of a patient, said:
“In 2013 my teenage daughter was diagnosed with small cell ovarian cancer with hypercalcemia. A rare cancer that James gently told us was incurable. In disbelief I did the research and every case I found confirmed the diagnosis, except one, which I showed to James.
James listened with patience and kindness - he had found the same case. Despite all the odds he set out to save her.
“He had faith to keep trying even when I asked if it was worth putting her through the painful treatments, but more than that he did everything he could to keep her healthy for the future, even saving one ovary.
Always kind, always remembering our daughter was our world. Dr Nicholson and his team, achieved the impossible and cured my daughter of the incurable cancer delivering us a miracle.
“Eleven years later and we now have a second miracle, as our daughter now has perfect baby girl. This was only possible because of the careful monitoring, thoughtful decisions and incredibly high standards of care provided.
“James truly is a testament to the very best of humankind. Sometimes words simply fail to convey what is in our hearts, so all I can do is simply say thank you!”
Olive Barcelon Pagulayan has been a contact centre agent in our unified communications team since 2009. As part of the team, an agent can receive up to 300 calls per shift, assisting staff, patients and visitors with their various enquiries. Agents also provide cover for the reception desks in the main hospital and in the Addenbrooke’s Treatment Centre (ATC).
Olive’s attitude towards colleagues and members of the public is exemplary.
She is warm and caring and truly the face of the contact centre. Olive’s professionalism is evident in the fact that this is her second You Made a Difference award as she was chosen as a winner seven years ago, having been nominated for looking after an ill patient at the ATC reception desk.
This nomination is just an example of how Olive goes the extra mile, making call after call to help an elderly couple, and being tenacious in her pursuit of a safe, kind and excellent result!
Extracts from Olive’s nomination, submitted by a colleague, said:
“When Olive took over from a colleague on the ATC reception desk, she was informed that a visitor was concerned about her husband who hadn't returned from the concourse. Security had been informed, but quite a lot of time had since passed. Olive immediately reassured the visitor and said she would call security for an update.
“The last sighting [of the man] had been in outpatients, so Olive called them to have a look - no joy. The visitor was worried that her husband may have collapsed. Olive reassured her we have a cardiac team and checked to see if he had been admitted to the emergency department.
“Olive then called Babraham Park and Ride and asked them to check, giving details of the car and roughly where it was parked. A short time later they called back to inform Olive that the gentleman had been found there. Olive escorted the visitor to the main entrance and guided her to the bus stop.
“Had Olive not gone above and beyond searching for the gentleman, it would have been a lot longer before he was found.
Olive is always going the extra mile to help others.