I joined a meeting of senior colleagues earlier this week to discuss our response to the myriad, immense and indisputable challenges we face as a Trust, a wider health and social care system and, indeed, as part of the national NHS team.
I have referenced these topics regularly in the blog over many weeks and months and I know they are equally well known to teams across all settings and services of the organisation, as we remain focused on meeting them collectively with the usual ELHT spirit and determination that has become our trademark style.
The need to reduce our costs dramatically whilst maintaining or improving the quality of care, reducing waiting lists, managing the ever-burgeoning pressure on urgent and emergency care and getting through winter safely would be some of the biggest on the list.
As part of the conversation, thoughts inevitably turned to the impact on morale for colleagues, their health and well-being and how, as a team, we can deliver everything we need to whilst ensuring everyone is OK too.
I am proud that this compassion and kindness for others is never far from our minds, even when the proverbial ‘chips are down’ and that concern for people – patients, families and our own colleagues equally – endures above all else. In ELHT, it’s never just about the ‘what’ we need to do, but the ‘how’ and the ‘how much’ too.
I was struck in the meeting and when I thought about it afterwards too by the rich and generous conversation that followed. Colleagues described how they were feeling, openly, and it was apparent in abundance that there was a pragmatism and an acceptance of the complexity and challenge of the weeks and months ahead – but with an undeniable determination that we would get it done by working together and supporting each other at the same time too.
I have said before I love this about ELHT. You are never alone in facing issues or driving difficult plans forward and I remain hugely grateful to have such brilliant people around me, each and every day.
One point, in particular, made by a colleague that resonated with me was the need to ‘keep it simple’ and support people in understanding what needs to be done and how it is going to look and feel in the most straight forward of terms.
I still had this in mind on Wednesday, when the Trust Board met for its November meeting and, if I needed any further reminder as to the amazing organisation I am fortunate to lead, the patient story played during the public session delivered it in spades.
Indulge me as I recall it in some detail here, because I think it bears repeating and, in my opinion, stands for everything that everyone needs to hear this week – and I am nothing if not committed to bringing hope, joy and a bit of inspiration where I can. Even in the most difficult of times.
The protagonists of the story are many and I will try and call them out as we go along, but it was delivered by the husband of a patient who was transferred to Royal Blackburn Teaching Hospital from a neighbouring Trust in the middle of the night. He described how he arrived the next day with very little information but a desperate need to find her quickly. He did – and I was so pleased to hear she was comfortable and being cared for on the admission suite.
What unfolded next was everything we would hope to be here at ELHT. He was updated regularly, step by step about what would happen, by dedicated, compassionate and competent colleagues across various professions and specialities. He was made to feel welcome, offered a temporary bed so he could stay close to his wife and when procedures were carried out, not only was he there, but they both understood exactly what was happening and why. His feedback that he felt part of everything and in safe hands was unequivocally linked to the fact that everyone he met was personable and demonstrated in his words ‘incredible job satisfaction’ which deserved ‘a huge pat on the back’.
I have said before that when you join the NHS, it is a vocation and to care for people and support them effectively in the most difficult times is what gets us all out of bed, even in the snow. I have to admit, it was good to hear it played out in reality so powerfully though.
The man went on to speak candidly about how he spent 16 days with us and though these were his wife’s last, the care she received had helped him to frame them in the most gracious and positive way. She was moved to ward C14B and his gratitude to the nurses was captured perfectly when he said he didn’t want to name any for fear of leaving just one out.
“They were kind and full of good humour,” he said. “I will never forget how supportive they were. We were like family. They got on with things and we trusted each other because of great communication. My wife was never treated like a diagnosis, but as a person and although she only had a short time left, the care she got was fantastic and she was comfortable to the end. I realise how every day is a challenge for the Trust at every level, but we received the highest standard of care.”
Perhaps these are simple things, but they speak directly to how someone feels and I want to say thank you to everyone who supported this couple and that includes the admission suite and radiology teams, everyone on ward C14B and consultant Mr Daren Subar, who was personally mentioned for his kindness, as well as his medical expertise.
Moreover, the patient’s husband highlighted managers making difficult decisions and supporting colleagues to do their work effectively and non-clinical teams such as catering and what he described as ‘housekeepers’, who he remembers for their warm smiles and friendliness when they met. He said: “Everyone pulls together, even those who may often be unseen. Everyone deserves praise. The hospital excels because everyone recognises it is about the patient and is proud to be part of that, no matter what they do. They are all part of the healing process equally.”
I was put in mind when I heard this of the JFK quote I have mentioned before which came from a visit to NASA, when he spotted a janitor with a broom. He famously broke off the tour to ask him what he was doing and received the reply: “I am helping to put a man on the moon Mr President.”
I am beyond proud that this mentality is thriving in ELHT and forms an integral part of our values and who we are. That everyone contributes to our success and actively understands the importance of not just what they do but how they do it, will forever underpin our success. These may also feel like simple things but we know from feedback from patients with a less positive experience that when they are not evident, it feels very different indeed.
To this point, the Board recognised there was learning available and suggested this story is not only shared across the Trust, with the man’s permission, but in our induction sessions for new colleagues too, so there can be no doubt about who we are, what we do and what we expect from our team.
And when it comes to simple messages, I cannot think of anything we could say or do that would have more impact, offer more hope or provide inspiration as we wrestle with day-to-day life in ELHT and the NHS as a whole.
Thank you to everyone who is part of ELHT – and I mean every part of the Trust equally, in hospital and in community services too. You are valued and appreciated – and together I know we continue to move forward and doing amazing things as one.
To the man who took the time to share his story with us so soon after losing his wife I would like to close by offering the simplest of messages – my thoughts and condolences are with you and your family at this time, alongside my admiration that you were able to share such gracious feedback amid your grief.
It really was a much-needed moment of light in what has been a really difficult week.
Martin