Going above and beyond to understand what matters to our patients

Our wonderful NHS staff work hard to ensure our patients receive the best care during their stay in our hospitals.

To support the ward teams and help patients stay connected to their loved ones while in hospital, we are funding Lauren Butterfield as our 'What Matters To You' Volunteer Co-ordinator. Lauren will ensure patients who are unable to communicate directly with their family themselves remain connected and informed during their stay in hospital. She will talk to patients and their families and ensure staff all understand what matters to them.

Lauren's appointment to the role comes after she was the nominated family member keeping in touch with the hospital while her grandad was being treated for COVID-19 over Christmas 2020.

Restrictions at the time meant virtually no visitors were allowed and patients were asked to have only one family member as the point of contact. 

Lauren brings kindness, patience and empathy, born out of their own experience, to the role. Lauren ensures those patients who cannot keep in touch with their loved ones themselves, can have calls and video chats with them so they don't feel lonely or isolated. 

Lauren said: “I’ve been there at the other end of the phone, desperate to hear about my grandad. The doctors and nurses are so busy looking after the patients they don’t usually have time to set up phone calls. That’s where I can help. It’s such a small thing but it really matters being able to hear the voice or see the face of your loved one. I can see what a difference it makes. Patients get a boost and don’t feel so lonely.” 

Lauren has already some wonderful comments from patients and their families. 

"Lauren seems instinctively to have understood my aunt's situation and specific emotional needs. She understands the importance of good communication, which is even more relevant today than ever before. Lauren has a degree of empathy that I have rarely seen in one so young.  Such a quality is invaluable when interacting with dementia patients."

"Lauren gave us the opportunity to 'visit' Mum in her final days and have multiple relatives from different locations on the call. Lauren was especially helpful and understanding. She arranged for Mum to be repositioned by the nurses during our call yesterday (Mum's final day) and was very compassionate and mindful of our needs. She deserves special recognition and praise for her work."

Lauren's role will be so important to patients having to spend Christmas in hospital. She will help them stay in touch with their loved ones so they don't feel lonely or isolated. 

Please donate to help us continue to provide important roles like this. Thank you.