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A shining light in challenging times

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“The friendliness of the staff is incredible and they go above and beyond to make sure that we have everything we need. Their level of expertise is amazing.”

This is an anonymous piece of feedback left by a patient via our Friends and Family Test (FFT) recently. We don’t know exactly who they are talking about, only that they felt compelled to deliver such glowing praise after a spell with us.

I can’t stop reading and re-reading it – smiling every time.

We ask so much of our frontline staff already and that only heightens as we move deeper into the winter months. It’s a while since I was directly caring for patients on the wards and the climate has changed so much since then – I am constantly in awe of their unwavering commitment and steadfast resilience.

We are also making big changes to the way we work right now, with the Urgent Treatment Centre opening this week and the Co-ordination Centre Programme going live from next week.

Given time these innovations will relieve some of the pressure, but there are bound to be issues and we’ll need to work together to get through them. I’ll be taking time to visit as many areas as I can next week and I welcome the views and opinions of all our staff on how things are going. No concern really is too big or too small.

As an executive team we mean it when we say the wellbeing of our staff is just as important as that of our patients, which is why we are currently encouraging everyone to protect themselves and those around them by getting their flu jab.

This period of change and winter pressures also arrive this year with the backdrop of the on-going police investigation into our neonatal unit, which we continue to do all we can to support. I recognise how challenging this has been for all staff and I want to thank them for all their hard work and dedication.

I know a lot of them live locally, this is their hospital as well as their place of work and they care deeply about the Countess.

We need to show compassion for one another as a tight-knit community. I believe that is our greatest strength and support is always there for anyone who needs it.

The FFT feedback above shows how we are making a difference. We don’t know the story behind it, but the patient/relative has clearly been touched by our care during a period of increased vulnerability. The statement epitomises our values of being safe, kind and effective in every way. Let’s read it again…

“The friendliness of the staff is incredible and they go above and beyond to make sure that we have everything we need. Their level of expertise is amazing.”

Thank you,

Tony

About the Author

Tony image

Chief Executive of Countess of Chester NHS Foundation Trust.

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