"Individualised care is a really special part of doing the type of nursing that we do"
“They must feel the pressure sometimes but they don’t show it to other people. They’re wonderful, just like angels, they’re all just there to help you.”
St Helena has around 100 nurses making a difference for local people every day. We’re celebrating International Year of the Nurse and Midwife by sharing stories about our own nurses who work day and night at the 16-bed Hospice, over the phone through the SinglePoint service, and out across the community in people’s own homes.
Nicola Hammond (pictured with Evelyn) has been part of the team of registered nurses at The Hospice inpatient unit in Highwoods, Colchester, since October 2018. She has been qualified for three years and during her training she did a placement at a neighbouring hospice where she discovered palliative nursing is her passion. Nicola explains:
“In your training people talk about holistic care and that’s what everyone strives for but without a doubt, in palliative nursing that’s where I really see holistic care flourishing because we do have the time and we are set up to look at the person as a whole.
“It’s not just the physical we are treating. At a hospice you can really meet the person’s needs. I think it’s quite a privilege to care for someone at a very difficult time of their life and support their families as well. We are taken into their lives while we’re nursing them here.”
Nicola works an 11.5 hour shift, 3-4 times a week. A typical day shift at St Helena starts at 7.30am with a hand over from the night staff about each patient and what has happened over night. St Helena Hospice has a four bed female bay, a four bed male bay and 8 single rooms, and the nurses coming on shift are allocated who they are to be primarily responsible for that day. Once teamed up with a healthcare assistant to work in partnership with throughout the day, the first job is to visit their patients to say good morning, check how they are, and see if they fancy breakfast or a cup of tea.
Food is an important part of daily life at St Helena and meals are freshly home cooked by the in-house catering team, which is a welcome relief for people visiting their loved ones as it is one less thing to worry about. Because taste buds can change with illness, if a patient doesn’t fancy what’s on the menu, the cooks will whip up something else.
After breakfast and the medication round, the healthcare team prepares their patients for the day by helping them wash and dress.
“We’re very flexible with what our patients want to do,” says Nicola. “Sometimes they don’t want to have a wash, sometimes they want to have a wash later.
“Just having that little bit more time means being able to give individualised care and meet their needs and just get to know them a bit better. For me, it’s a really special part of doing the type of nursing that we do at The Hospice.”
Throughout the day, the nurses monitor their patients and spend time supporting them and their families.
“A lot of people believe that a hospice is just a place where people go to die and obviously that is daunting in itself when you know that you have a terminal illness. They may not know that people do come in and have their symptoms managed and then go home as well. They think it will be depressing, that it will be quite a dark and sad place. I think lots of people are surprised when they come in at how inspiring and uplifting it can be.”
During their stay, a patient may also have input from other St Helena professionals such as rehabilitation, counselling, social work, complementary therapy or spiritual care. Nicola is the spirituality link which involves liaising with the chaplaincy team about the services they can provide and that the nurses can call upon if they need to:
“The emotional and the spiritual do play a massive part in the physical care, so it’s something we really have to look at as well, particularly in hospices.
“People can be scared about a lot of things when they arrive and sometimes it takes a little while to get to know a person. We know these people have left their homes, they could be saying goodbye to their home that they’ve lived in for 40 years, seeing it for the last time – that’s a massive thing.
“I think there’s often a lot of things that people are struggling with; often it’s not that they’re worried about themselves, it’s about their family and how they are going to cope. That’s a big part of our job as nurses at The Hospice because we do get to know families quite well and often we see them every day. As well as supporting the patient we are very much involved in supporting the families as well, which is quite a unique thing about hospice care.
“With families, it’s being open and explaining things every step of the way. It’s about being approachable and reiterating to people that we are here to support them as well as their loved ones, and that they can talk to us at any time. They may be very stressed because they have been looking after their loved one and suddenly they’re handing over that care to you. And again, that’s a big thing for them.
“We have to earn their trust and prove that we are going to look after their loved one really, really well. They may never have heard of St Helena, never have met us before… so that’s what we do. A very, very important part of our job is to be approachable.
“I would hope they see us as caring people who just want to make their situation better. We’re not going to cure them, but it’s doing the best we can to help them make the most of the time they have.
“People do say ‘you’re all angels’ and that’s lovely. It gives us nurses massive amounts of job satisfaction because it can be tough being surrounded by people that are very unwell, dying and distressed at times. We have to process this ourselves as individuals and as nurses.”
The nursing team is the first point of call 24/7 for people staying at the hospice, and at the end of her shift, Nicola hands over an update to her nursing colleague about to start the nightshift. She knows she has made a difference for one day in the life of her patients, and that’s one of the main reasons Nicola loves being a nurse at St Helena.
To contact the St Helena Fundraising team, please telephone 01206 931 468 or email email@example.com , Monday to Friday between 9.00am and 5.00pm.
To contact the St Helena Retail team, for enquiries about our shops, donation centre and house clearance service please telephone 01206 890 165.
24 hour advice: SinglePoint 01206 890 360
SinglePoint is a 24/7 advice and support helpline which helps to coordinate an individual’s care with the hospice. SinglePoint also works alongside other healthcare services such as GPs, Community Nurses or Specialists.
To contact a patient at The Hospice please find the address and telephone number below. Phone calls can be made to patients at any time of the day or week. You can contact Inpatient Services 24 hours a day, 7 days a week.
The Hospice, Myland Hall, Barncroft Close, Highwoods, Colchester, C04 9JU
Telephone: 01206 845 566
You can contact The Hospice in the Home Team Monday to Friday, between 9.00am and 5.00pm on:
Telephone: 01206 845 566
Tendring community team
Telephone: 01255 221 222
You can contact the Joan Tomkins Centre (Colchester) Monday to Friday between 9.00am and 5.00pm on:
Telephone: 01206 848 163
Fax: 01206 752 245
You can contact the St Helena Tendring Centre (Clacton) Monday to Friday, between 9.00am and 5.00pm on 01255 221 222
Tendring Centre Postcode for Sat Navs: CO15 1EU
The HR Team can be contacted Monday to Friday between 9.00am and 5.00pm on 01206 931 466
To contact the St Helena Finance Team please telephone 01206 931 450 Monday to Friday, 9.00am to 5.00pm
The Volunteer Services team can be contacted Monday to Friday between 9.00am and 5.00pm on 01206 931 466
For all media enquiries between 9.00am and 5.00pm, Monday to Friday, please phone the Marketing and Communications team directly on 01206 931 464
If you, or a member of your family has a life-limiting illness and would like to discuss whether St Helena care services can help, you can contact the SinglePoint telephone service 24 hours a day, 7 days a week on 01206 890 360
To contact the St Helena Bereavement Support team please telephone the bereavement helpline: 01206 984 274, Monday to Friday, 9.00am to 5.00pm
The Learning and Development Centre is open Monday to Friday between 9.00am and 5.00pm and can be contacted on 01206 851 560
For more information on the St Helena Service User Group please contact Chair, Ken Aldred on 01206 751 397
To contact the Lottery team please call 0800 285 1390 or visit the website here, Monday to Friday between 9am and 5pm.
If you would like to write to or visit the Lottery team, the address is: Your Hospice Lottery Office Unit 6 The Atrium, Phoenix Square, Wyncolls Road, Colchester CO4 9AS.
Feedback, comments and complaints about St Helena care and support services may be made verbally or in writing to: Director of Care, St Helena, Myland Hall, Barncroft Close, Highwoods, Colchester, CO4 9JU. To speak to a member of our team, call 01206 845 566