First impressions matter and at our specialist unit at Turnchapel, there’s a team member who not only makes sure everyone who walks through our door receives a friendly welcome when they visit a loved one in the evening, or stay overnight, but can empathise with our hardworking clinical team, too.
When Andy Campbell first joined St Luke’s 32 years ago it was as a Healthcare Assistant, a role he later combined with his job as Support Officer with our charity until two years ago when he decided to focus on the latter, securing the building after the ‘day’ staff have gone home and doing much more besides.
Not only does Andy cover reception duties at Turnchapel during his regular 6.30 – 10.30pm shift, taking calls and greeting visitors, he ensures that both individuals and entire families spending time with their loved ones are comfortable, recognising that it’s often the ‘small’ things that can make a big difference to them at such a sad time.
Andy said: “I know our patients are looked after impeccably, so I see my role as keeping an eye out for those visiting them, who are often struggling even if they seem pretty calm on the surface.
“Whether they’re at Turnchapel for an hour or staying consecutive nights, there’s always something we can do to make them feel as relaxed as possible. Sometimes, just a friendly chat and a bit of banter is all it takes to show them they matter, while at others it’s about being practical and ordering their favourite takeaway so they can eat what they like while they’re here.”
So, from laying the tables ready for a family to enjoy a meal together to making up z-beds so they can stay close to their loved one through the night, Andy’s shifts revolve around the needs of our visitors so that they leave feeling better than when they arrived. Of all the families he has met in his many years with St Luke’s, it’s a particular mother and daughter who stand out in his memory.
Andy explains: “When a young woman who’d been receiving care was approaching the end of her life, she kept saying how much she desperately wanted to get a particular tattoo. Despite lots of phone calls, no local tattooists came forward to help so I contacted a friend of mine who’s properly qualified. He responded quickly and expertly created the exact tattoo she wanted, waiving his usual fee.
“Seeing how much it meant to this lady, who passed away just three days later, is something I’ve never forgotten. I know getting her wish helped her pass away peacefully and it gave her mum a lot of comfort, too.
“Being thoughtful and kind doesn’t cost us anything, but it can be priceless to the families we help. That’s why I always want to work for St Luke’s.”