10 April 2015
More than 95% of the 999 callers responding to
SECAmb’s October 2014 999 patient survey were satisfied or very
satisfied with the service and care they receive, and we see
similarly high results for our PTS staff too.
SECAmb is committed to further improving the patient experience,
and we know that the kindness and care we show to patients and
their families is in many cases more important to them than the
clinical treatment we provide.
#hellomynameis was launched in September 2013 by Dr Kate
Granger, an Elderly Medicine Registrar who at 29 years old was
diagnosed with terminal cancer, and the aim of the campaign is to
reinforce the importance of healthcare staff introducing themselves
While Dr Granger was being treated in hospital for
post-operative sepsis, she noticed that not every member of staff
who approached her introduced themselves.
Dr Granger said "As a patient, you are in a vulnerable position.
The healthcare team knows so much personal information about you,
yet you often know nothing about them. This results in a very
one-sided power imbalance. A simple introduction can help to
redress this imbalance. I firmly believe it is not just about
knowing someone's name, but it runs much deeper. It is about making
a human connection, beginning a therapeutic relationship and
building trust. In my mind it is the first rung on the ladder to
providing compassionate care."
The campaign has already been adopted by many NHS organisations,
and we are hoping that SECAmb staff will adopt and promote it too.
Dr Kate is still with us and is still tweeting, and in fact tweeted
back to CTLs at a Key Skills ‘train the trainer’ session just last
week! Kate is keen to notch up as many pledges from health
professionals as possible, and asks staff to leave a comment on her
page along with their introduction:
More information can be found on the main #hellomynameis
website, including free-to-use logos, messages from celebrities who
are endorsing the campaign, video clips of Kate talking about her
passion for the subject, and news of events:
It would be a great start to include the logo as part of all of
our email sign-offs to show our support and to remind us of the
importance of introducing ourselves to patients, and to colleagues,
and the logo can be downloaded from the main website. Staff
in some ambulance services have printed “Hello my name is
…” notices to sit on their desks, and are using the logo as a
screen saver. There will be lots of ways we can promote the
campaign, so please do have a think about it and contact me with
your ideas and suggestions.
Thank you in advance for your support, which
will be very much appreciated by SECAmb and by Dr Kate Granger.
Louise Hutchinson, Patient Experience