10 March 2015
Staff on Wellington ward, Chase Farm Hospital’s post-operative ward, say they are “proud” after achieving top marks in a patient survey for the fifth month in a row.
Wellington ward was once again ranked highest out of all Chase Farm Hospital wards in January’s NHS friends and family test, with 96.1% of patients surveyed saying they would recommend the service to their friends and family if they needed similar care or treatment.
Nefreteria Duncan, Wellington ward manager, said all staff working on the ward put the Royal Free London’s values – to be positively welcoming, actively respectful, clearly communicating and visibly reassuring – at the centre of everything they do.
She said: “My ward staff are very welcoming to our patients when they come in. We always give them that world class care that every patient should get.
“The nurses always smile, which makes the patient feel very comfortable. We always orientate them so they know where everything in the ward is. We show them the call bell and how to use it, and how the bed works and where the toilets are. We just make them feel comfortable.
“We treat them with respect and we treat them as individuals.”
Nefreteria added that she always introduces herself to patients soon after they arrive on the ward.
“When patients come in overnight I like to meet them and find out how they are finding their stay here. If there are any issues or complaints I make sure we deal with it before the night staff go home.”
Nefreteria said she was “delighted” to hear her ward had again been rated so highly in the friends and family survey.
“It makes us proud,” she added.”This is down to our entire ward staff. We all work very hard.”
Anisa Mohammed, Wellington staff nurse, added: “The staff who work here like what they do and care about what they do and the patients pick that up.”
William Jackson, 84, came into Wellington following surgery to remove a tumour from his face and neck. He said: “When I came in all the staff introduced themselves and asked me about myself. And they introduced themselves every time they change shift.
“I feel very well taken care of. I can’t fault them.”
Images: Top - the team on Wellington ward. Bottom - (L-R) Barbara Baah, William Jackson and Kudirat Wahab.
Notes to editors
The NHS friends and family test (FFT) was introduced in 2013 to enable patients to feed back on their care and treatment to enable hospitals and other providers to improve services.
It asks patients whether they would recommend hospital wards, A&E departments and maternity services to their friends and family if they needed similar care or treatment.
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About the Royal Free London NHS Foundation Trust
The Royal Free began as a pioneering organisation and continues to play a leading role in the care of patients. Our mission is to provide world class expertise and local care. In the 21st century, the Royal Free London continues to lead improvements in healthcare.
The Royal Free London attracts patients from across the country and beyond to its specialist services in liver, kidney and bone marrow transplantation, haemophilia, renal, HIV, infectious diseases, plastic surgery, immunology, vascular surgery, cardiology, amyloidosis and scleroderma and we are a member of the academic health science partnership UCLPartners.
In July 2014 Barnet Hospital and Chase Farm Hospital became part of the Royal Free London. Read: "A bigger trust, a better future."