High standards of bank nurse reflected in excellent patient care
‘Giving good care is what I would expect for myself. I would expect someone to be concerned about me, think about me – realise that care it is not just about having pills but that we are individual human beings.’
Diane Kadiri: 'demonstrating professionalism in all that she does.' Picture credit: Neil O'Connor
This is the standard that Diane Kadiri has set for herself since she started working in the NHS in 2006. A standard that has seen her make the final in the NHS Professionals bank nurse category of the Nursing Standard Nurse Awards 2015.
The award recognises and rewards bank nurses or nursing teams that perform above and beyond what is expected of them. Diane will find out if she has won at a ceremony in the Savoy Hotel, London, on May 1.
The healthcare assistant, who works for the NHS Professionals bank, was shortlisted after being put forward for her work at Withington Community Hospital in Manchester.
Diane has worked at the dermatology department for a year and despite initially feeling daunted because it was very different to what she had done before, she has made an exceptional impression.
Specialist nurse Evelyn Wemyss nominated Diane for her way with patients, her support of new staff and ‘demonstrating professionalism in all that she does’. She adds: ‘She has shown herself to be an extremely competent individual who has developed skills in assisting in skin surgery and helping run busy dermatology clinics.
‘She has proven to be an excellent and reliable member of our small team and when new staff arrive, she supports and guides them using her own newly acquired experience. She sets a positive example for students.
'Staff know if they have asked Diane to complete a task they do not have to check on it.'
Diane is also always willing to come in at short notice, says the nurse specialist, but it is her approach to providing patient-centred care that has really stood out.
‘I have been so impressed by how Diane speaks and communicates to patients,’ says Ms Wemyss. ‘She shows empathy and understanding to all she nurses and is kind and compassionate to patients, often going that extra mile by fetching an elderly patient a cup of tea or ensuring they are comfortable in the waiting area, which can become crowded at clinic times.
‘She takes particular care to ensure that before patients leave clinic they have understood and are happy with any instructions they have to follow and I can see by patients’ faces they have had a positive experience.’
For Diane this is key to patients’ care so she voluntarily took responsibility for the wide variety of written information sheets provided to patients who have had minor surgery and variety of skin conditions.
‘Previously staff pressures had meant we sometimes ran out of the leaflets or they were not legible – we don’t have that problem now,’ says Ms Wemyss.
Diane could see certain areas around communication that the stretched team needed help with. ‘I learnt about biopsies and procedures because the patient needs to be aware of what is going to be done,’ she explains. ‘They are nervous and need information about how to take care of themselves after the procedure. I make sure they understand what the information entails and that they fully understand what nurses and doctors have told them.
‘Many patients, especially the elderly, their carers or maybe patients whose first language is not English, require more time spent with them to ensure they grasp the written instructions. Having a little time and patience to communicate with people can also lead to greater patient compliance and satisfaction, which is what we all strive to provide.
‘Sometimes they have bad news and I sit with them for a couple of minutes to make sure they understand that you are there and that there is help outside the outpatient department. They need to know that the hospital is not just white walls - there are people in it and these people care about them.’
Diane finds time to talk to patients if she thinks they look out of their depth or stressed. ‘Sometimes they tell me something they won’t tell their doctor, so I can arrange for the doctor to see them again or inform their GP. I look after them and make sure they are not hungry or dehydrated while they are waiting, as they are mostly older people.’
University Hospital of South Manchester NHS Foundation Trust chief nurse Mandy Bailey says: 'I’m delighted that Diane has been nominated for this award. In her time at UHSM as a bank nurse, Diane was a reliable, polite and popular member of the team, who always went the extra mile for patients and colleagues. She has proven herself to be a very caring, considerate and professional nurse and fully deserves recognition for her continued dedication. We’re also thrilled that Diane has now become a full time member of our UHSM team and wish her the best of luck at the awards.'
Joan O'Connor, a special interest GP who works with Diane at Withington Community Hospital, is also thrilled. ‘Her calm, caring manner and warm smile helped put patients at ease and allowed them to share their concerns freely with her. She genuinely is interested in each and every person as an individual and this is what makes her stand out.’
Moving from department to department can be a challenge for bank staff who have to hit the ground running and pick up knowledge and new skills quickly. The mentorship she received from the trained staff helped her to settle into the department quickly.
‘During my first weeks, I learned how to assist in surgical procedures such as skin biopsy and curettage and cautery.
‘As my confidence grew I took more and more of a responsible role in assisting the trained staff and the team allowed me to use my initiative and grow and expand into my role of healthcare practitioner. People are like flowers which bloom if given care and attention and I feel I was allowed to bloom during my time in dermatology.’
The judges could see that Diane is very compassionate and caring, as well as passionate about her work. Paul Jebb, experience of care professional lead at NHS England, adds: ‘Diane is a real safe pair of hands – I’d like her to look after me.’
Diane is delighted to be recognised by the awards but says it has been made possible by the support from her colleagues. ‘Their hard work and dedication have been an inspiration to me, so should I prove to be successful and win this award, I accept it on behalf of them all.’