Staff Choice Awards 2018/19
Team of the Year Award

Older People’s Service, North Central

Has been shortlisted for this award

Service
Julian Hospital 
Location
Norwich, Norfolk 

The nomination said...

The North Central Older People’s Team consists of around 30 clinicians who enjoy providing the best care to older people in north Norwich and north Norfolk. The team consistently demonstrates caring and compassionate attitudes and earns respect and appreciation for its service. The team is consistently in the top five in the Trust for receiving positive feedback from Friends and Family questionnaires. The team also receives many letters of thanks and appreciation from patients, relatives and carers.

The team is known for its success in working with research colleagues and recruiting people for research trials. For example, the team were identified for being the fastest at recruiting patients to a dementia research trial. The team’s positive engagement in research helps to drive forwards understanding and knowledge of conditions affecting older people.

The team have been identified and thanked for consistently providing high-quality student placements for medical and nursing professionals. The team’s positive record with students helps to bring professionals into working in older people’s services for the Trust.

The team work in partnership with many other agencies, and has both developed and maintained very positive working relationships with those agencies. We have provided working areas for Social Services colleagues, hosted many education sessions (eg for Admiral Nurses and Alzheimer’s Society staff). This positive approach has earned the team a reputation for being supportive and an integrated part of the local health provision.

The team always has a very enthusiastic outlook about providing a nurturing and safe environment to our service users.

The team shows great awareness around service user experience without prompting, proving that the level of personal input and care for our patients and their carers is high and comes naturally to staff. The waiting room has been transformed into a comfortable and calming environment. Judith Wiseman, a member of the administration team, has overseen the change and improvements. Her role on reception, along with other reception staff, also ensures that service users are met with friendly and extremely helpful staff. Ivan Codling, Community Mental Health Nurse, had one of his beautiful North Norfolk coastal photographs transferred onto canvas as a gift for the waiting room project. Sandra Coleman, Community Mental Health Nurse, set up a new and used book stand in the entrance area, raising money for The Brain Tumour charity.

Running alongside the reception / waiting room project, Justin Cork, Community Mental Health Nurse, applied for patient and staff wellbeing charitable donation money from the Trust. Justin had found that placing plants around a working environment had many benefits to both patients and staff. Now a fantastic selection of plants are located all over the building, bringing a therapeutic effect to the environment. The impact of Justin’s project to the environment of our building has had such a positive response.

The team supports each other in such an understated but winning way, with staff recommending and arranging visitors to provide talks in-house on development days to circulating relevant literature of interest along with excellent peer support with regards to clinical work.

Noticeably the team shows such affection for one another, with real care for colleagues when ill or needing emotional support and it is also apparent that staff feel accepted and listened to whichever level or department they work within. The team have a genuine feel of a closely knit, caring group of people and ultimately this shows to all service users.

The team communicates so well across all sectors with the clinical and administration staff having respectful attitudes to each other’s workloads and maintaining strong friendships. The social aspect is lovely to be a part of!

The team consistently receive heartfelt, positive feedback from service users. The overall enthusiasm of the team is captured in these comments and it is brilliant to see that all staff, whether clinical or administration, are mentioned.

“The service given to me on the five or six visits I have made to see the team at the Julian hospital have been a joy. From being greeted at reception they are so helpful and friendly. Then seeing the doctor who puts you at ease straightaway and so understanding.”

“Our experience of your service was exemplary. Our nurse was well-informed, pleasant, efficient and made our visit very easy and uncomplicated. She has researched my husband’s history which impressed us. Excellent service.”

“We were welcomed by friendly receptionist. We were dealt with by a member of staff who spoke to me at our level using words we understood. She explained everything very carefully, making sure we understood, thank you.”

“Each time we have visited the Julian hospital we have been treated with respect. All staff have been polite, helpful and I cannot fault anything. My mother has dementia and I feel that the Julian has treated not only her but also supported us as a family.”

“Reception were brilliant, instantly made welcome and at ease. Lovely.”

“Both the consultant and community nurse were gentle, very understanding of my husband’s needs, giving him plenty of time, also helping me understand more about his illness.”