Trust’s Clinical Helpline Clinches National Award West Suffolk NHS Foundation Trust’s (WSFT) clinical helpline has won an award at the National Patient Experience National Awards (PENNA). The helpline launched in April 2020 following the national suspension of visiting at hospitals due to Covid-19, won the ‘Support for Caregivers, Friends & Family’ category at the awards which is run by the Patient Experience Network; a not for profit organisation that focuses on the importance of experience for patients, carers and staff. To date, the clinical helpline has taken over 40,000 calls from relatives and caregivers seeking an update on their loved-one’s care when they are unable to visit them in the hospital. The helpline team is made up of 70 staff members which include both clinical and administrative staff who are able to provide information and updates via the Trust’s digital health records seven days a week. Despite launching as a result of Covid-19, the success of the team has meant the Trust has continued with the service even after restrictions in hospitals were relaxed. Enhanced communication between the patient, families, carers and the hospital has released time for ward-based staff to remain focused on patient care. WSFT’s head of patient experience Cassia Nice said: “We are delighted to win this award. The clinical helpline was a collaboration throughout the Trust. This service offers important information and peace of mind to the loved-ones of patients who are unable to visit hospital sites due to illness, isolating or simply living far away. The feedback we have received from people who have used the service has been remarkable and I want to say thank you to every single member of this team who has gone above and beyond to offer such professional support to loved-ones in very difficult circumstances.”
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Pictured: Members of the Clinical Helpline Team
The Trust’s interim chief executive officer, Craig Black said: “Winning this award is a really great achievement and I want to extend a huge congratulations to the team who have provided a vital service throughout one of the toughest periods in NHS history. Being able to provide an update to family members and caregivers who aren’t able to be with their loved-ones physically is so important and can alleviate stress and anxiety. West Suffolk Hospital is a 430-bed hospital on the edge of Bury St Edmunds, serving a population of around 280,000 across 600 square miles.
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The club was recently able to meet properly for dinner for the first time since March 2020. Summer may have been and gone but all of the enthusiasm is still there. Plans were made for meeting other club members in the area at the District Rally to be held in Titchwell next month. Speakers are being organised as well as the fundraising events. Money raised during the last few months was donated to EACH for the Nook, the Red Cross and Cancer Research UK. They each received £100. Goods are also being donated to the British Heart Foundation as this is the District Chairman’s chosen charity. Marian de Bass, Club Correspondent
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