British Red Cross administers 'kindness' in Emergency Department

It was formed in the late nineteenth century around ‘a belief in the power of kindness’ and that is exactly what The British Red Cross (BRC) is bringing today to the frontline of one of the busiest Emergency Departments in Wales.

Pictured above left to right: Bethan Davies (Team Leader), Sinead Pollard (Service Manager), Wendy Latham (casual support worker), Debbie Jones (casual support worker), and Karen Myles (casual support worker).

A small team of BRC workers has been deployed in Morriston Hospital’s ED to assist its hardworking staff – and they are extremely grateful for the help.

Often armed with a smile and a cup of tea, their role is to support patients and their families, and carry out non clinical duties clinical staff simply do not have the time to do.

BRC service manager, Sinead Pollard, said: “We operate Monday to Friday from 10am to 6pm, providing any practical and emotional support for the patients within ED.

“It’s a very busy environment and people are incredibly stressed, scared, not quite sure what’s going on – so we just provide what I call ‘the human element’, which can often get lost in an ED environment.

“It’s about taking time out to recognise if a patient is struggling, and what we can do for them. 

“It could be someone has come in and they have had their clothes torn from some sort of injury. We can go and get them clothes.

“From there we will see if they need anything to drink, or anything to eat. Does anyone know they are here? Can we contact anyone for them? Does their phone need charging? It kind of all flows from there.

“We do the things that the nurses don’t have the time to do, which mean so much to a patient. Especially within the last few years. The NHS is really under pressure – that’s why we have been brought in. 

“Everyone needs to feel supported. Anything that’s going to make their stay here a little bit easier.”

Although The British Red Cross has charitable status the team in Morriston is funded by the health board.

Sinead said: “We do have volunteers as well. We have two who have just started and five volunteer opportunities altogether. We are hoping to get more volunteers to help support us in what we are doing.”

The Morriston team is currently made up of a team leader, one full time support worker and two part time casual support workers.

Bethan Davies, team leader, couldn’t be prouder of them.

She said: “The team are absolutely fantastic. Every one of them. They know exactly how to use their initiative and they spend all their time making sure the patients are happy, they go above and beyond. 

“They are an absolute credit to The British Red Cross.”

Bethan (pictured left) said their role was difficult to describe as it’s different every single day.

She said: “We’re absolutely everywhere with the ED, including the waiting room and in the clinical areas.

“We also support the Welsh Ambulance Service Trust as well.

“There’s no routine to it whatsoever. We could can be pulled from pillar to post depending upon what’s going on.

“Whether it’s a patient kicking off who needs a bit of calming down, or an end of life patient who you will go and sit with and get the pastoral team in if they have some form of faith. 

“Or looking after staff welfare if they are having a hard day. It varies.”

The team often act as a go-between between patients or relatives and staff.

Bethan said: “We liaise a lot between patients and staff. If the patients tell us they need to go to the toilet or they’re feeling uncomfortable and need to move up the bed, then what we will do in that situation is go and get a member of staff and make them aware.”

As for the downside, Bethan said there wasn’t any.

“I can’t say there are any challenges as I love every aspect of the job,” she said.

Casual support workers Wendy Latham said the qualities you need for the role were simple.

“It’s the importance of being kind. You just need to come in and have a smile on your face and be kind. That’s the attitude you need.”

Full time support worker Debbie Jones said: “I love every aspect of it. I’ve dealt with end of life care, generally chatting with people, helping those with dementia, supporting families, helping with meal times, fetching things for the nurses, going to the stores, going to the canteen. 

“No two hours are the same. It’s amazing.

“I find the patients and their families are very grateful. I’ve been going around with feedback cards and they are all very complimentary.

“I’ve also asked the staff and they say that the service would be lost without us and they would love to see our service extended seven days a week.”

Staff nurse Perdi Perrin was full of praise for the team.

She said: “Staff morale is not great at the moment and the support we get from the Red Cross team is second to none. Without them I think we would struggle a lot more.”