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BLOG: A Spotlight on a hospice Communications and Marketing team

When news came that a patient at St Luke’s Hospice Plymouth who desperately wanted to spend precious time with her horse would see her wish fulfilled, the charity’s Communications and Marketing team sprang into action to ensure the horse’s visit to the specialist unit’s grounds to be with his loving owner was captured on video, just as she and her husband wanted. You can read the story here.

Viewed by over 500,000 people online, this moving film not only meant a great deal to the patient and her family, it perfectly illustrates the way the skills of the team dovetail to create impact for St Luke’s, telling our stories both internally to colleagues and externally, including to new audiences as well as loyal supporters.

As with all departments across our charity, it is always ‘patients first’ for this very busy team, led by Head of Communications and Marketing, Robert Maltby, who has been with the charity for over six years. No matter what other work is scheduled, they recognise that prioritising the needs of those in our care is an essential part of making sure they feel special despite their very difficult circumstances.

Robert said: “The film is a great example of the additional people skills involved in our work. It would be easy to think as an outsider a 30-second video is fairly quick and simple to produce. In reality, behind the scenes it took our team of four several days, with many interactions with the patient and their family, to build trust and deliver something that was both respectful and met everybody’s expectations. You are dealing with a situation that can change by the hour and re-purposing content for a multitude of platforms.”

“As a manager, I also have to ensure the health and well-being of my team are a priority, encouraging them to open up about the emotional challenges they may face when working on such an emotive story. It can be very emotionally challenging, but it is a real privilege to be involved with a family at such a personal and private time.”

 

Robert added, “While for many healthcare professionals there are support mechanisms in place, for example ‘clinical supervision’, St Luke’s should be praised for going over and above to support non-clinical staff. Often for every patient video or photo the wider pubic may come across, there are many more videos the team are involved in that stay private for the family. If support wasn’t in place it would ultimately take its toll.”

While the team of four spends much of their time collaborating to make sure the public and other stakeholders, from healthcare professionals to local authorities, are better informed about our vital service, through brochures, feature articles, media relations and social media, they also work hard to meet our charity’s need to engage donors and people willing to fundraise for us to ensure our work continues for generations to come.

From creating and delivering innovative, high-impact print and digital campaigns that help rally thousands to take part in our flagship events such as Tour de Moor and Men’s Day Out, to crafting creative content for Hospice Care Week and the Impact Report, Robert, Jesse (Graphic Designer), Rhianne (Digital Communications Officer)  and Paola (Communications Officer) take pride in producing work that not only boosts awareness but reflects well on the highly professional and compassionate organisation we are.

This commitment to high standards extends to St Luke’s retail network, too. Robert said: “With our chain of over 30 charity shops, as with all our print and digital materials, making sure St Luke’s branding is ‘on point’ is crucial. Our team’s work to build, enhance and protect it is an important part of maintaining the high profile and high esteem we hold in the community and attention to detail really matters. So, whether it’s shop signage, staff uniforms, web pages or leaflets, we are here to make sure the look is right.”

Read the brand and communications guidelines that are the bible behind a great Communications and Marketing team.

When you factor in that the team is also responsible for all St Luke’s social media across Facebook, Instagram, Twitter and LinkedIn, key internal communications through the intranet and St Luke’s TV screens, and working with the media to deal with their queries and promote important news about our charity, you realise that they are masters of multi-tasking and time management!

The challenges?  “I think our communications challenges are the same as every other hospice in the UK, and that is around the public’s understanding of how hospice care has changed over the years,” said Robert. “People will associate hospice care with a building. That was St Luke’s over 35 years ago. Over 50% of our care is now delivered at home with only 5% in our traditional hospice building.  Taboos around talking about death and dying, and understanding we are about more than just cancer and go beyond serving the city of Plymouth also are communications barriers. However, we are making great progress to change perceptions with stakeholders by ensuring simple key communications messages flow through all our channels at every opportunity.”

What makes a good communications and marketing strategy? “I firmly believe the key to a successful hospice communications and marketing strategy is all about storytelling and a focus on the people. It is not necessarily about the ‘ask’ to get loyal stakeholder buy-in,” said Robert. “As many of my fellow hospice communications professionals will concur, there is a lot more behind the glossy fundraising posters and social media posts. From protecting the reputation of the charity to horizon scanning for new trends and technology, many of these daily tasks happen unnoticed. The future of digital communications is exciting. As regional media declines outside our major cities, becoming self sufficient with your digital content has the potential to reach far greater audiences than relying on a traditional media release”.

Robert concluded, “It’s definitely a challenge though because not only are there so many teams needing our support, we also get affected emotionally when we are meeting patients and their loved ones and telling their personal stories to the world – that’s part of what makes us human.”

Read the stories behind St Luke’s Hospice Plymouth.

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BLOG: Enhancing end of life care given by GPs and their teams

With an increasing ageing population, hospices like ours can’t reach everyone who needs our care and, for the majority of people it will be their GP, and their teams, that look after them at home at end of life.

When this care is high quality, planned and consistent, patients and their carers benefit, and – thanks to the Daffodil Standards, a free resource introduced earlier this year by the Royal College of General Practitioners and Marie Curie – there’s clear guidance with simple steps that are helping hardworking GPs and their practice teams of nurses, receptionists, healthcare assistants and pharmacists work more closely together and make simple yet effective changes that benefit people whose time is running short.

Experienced GPs and healthcare professionals helped to develop the standards, making sure they fit into the work these teams are already doing, rather than adding to their workload.

Quite simply, the Daffodil Standards help the whole practice team to spot areas for improvement and build on the good care they already provide.

It’s not about ticking boxes, but building the confidence of staff and a compassionate culture, recognising when someone needs support earlier, and sensitively involving patients and their families in their care.

Life is precious, and better support in this area for patients means they can focus on enjoying the time they have left rather than worrying about how to get the care and support they need.

Read more at the standards here.

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PR: Making Plymouth a more compassionate city for those at end of life

It’s official – Plymouth has been recognised as the first compassionate city for those at end of life in England!

The accolade for Plymouth is from Public Health Palliative Care International in recognition of the commitment the city has made – and work already under way – towards meeting the objectives of the End of Life Compassionate City Charter. This charter provides a framework outlining social actions relating to death, dying and loss, to be delivered in partnership with communities and individuals for the benefit of everyone in the city.

A compassionate city or community is one that recognises that care for one another at times of crisis and loss is not simply a task solely for health and social services but is everyone’s responsibility. It was in May 2018 that St Luke’s Hospice Plymouth hosted the Plymouth, a Compassionate City: What can you do? conference attended by organisations ranging from schools and places of worship to solicitors, GP surgeries and voluntary groups and Plymouth City Council.

While acknowledging the great progress the city has made in creating compassionate communities for homeless and prison populations, key speaker Professor Allan Kellehear of Bradford University challenged Plymouth to do more, stating that: “Every day people die and hearts are broken. Death and dying are more than medical issues and caring for those affected is not just the role of the doctor and the chaplain. End of life care is everyone’s responsibility and we all have a practical role to play.”

He asked the city to adopt a public health approach to dealing with the lasting impacts of death, dying and loss on individuals in our city and to implement the End of Life Compassionate City Charter. Having a city-wide end of life network working in partnership with the City Council, as well as other public bodies and local charities, will ensure Plymouth is a city that does not shy away from the ‘taboo’ subjects of death, dying and bereavement but talks openly about them.

Across the city, people will be more informed and compassionate towards those facing end of life, or experiencing loss and bereavement. Delegates demonstrated overwhelming support for the charter and the creation of an end of life network for Plymouth and the surrounding communities that is made up of individuals, groups and organisations working together to deliver the charter’s aims.

Councillor Kate Taylor, Cabinet Member for Health and Adult Social Care, said: “The Compassionate City Charter for end of life care gives us all a framework to work towards. The challenges it will help us meet are particularly pertinent to Plymouth as a growing city with a rising number of over-65s. There are increasing demands on health and social care services as care becomes more complex and end of life needs grow compounded by a national funding crisis in social care. Death and dying are more than medical issues and caring for those affected is not just the role of doctors, we all have a role to play. We fully support this approach and will work with our community to turn aspiration into action.”

Ruth Harrell, Director of Public Health for Plymouth, said: “Everyone agrees with the need to have a more compassion approach to those at end of life but how do we make it a reality across our city? By taking a public health approach to end of life care, we can give a voice to all those affected by death, dying, bereavement and loss and work together to create a city that does not shy away from their needs but provides a compassionate collective response.”

CEO of St Luke’s Hospice Plymouth, Steve Statham added: “We have a key role to play in supporting our community and networks in times of crisis and loss. This charter is about how we can work together towards extending the support we give to people at a most difficult time in their life”.

The initiative which is being co-ordinated and led by Gail Wilson, Deputy Director of Clinical Services at St Luke’s, said: “Across the city and the wider communities there are many examples of individuals and groups going the extra mile to support people during times of sickness, bereavement and loss, from providing a listening ear to helping with practical things such as walking the dog and collecting shopping.

“I have been amazed by what various organisations and individuals across the city have achieved in the past 18 months, with the support of the compassionate community team at St Luke’s .This is really a great start but there is much more to do, so I would encourage anybody who wants to be involved to sign up to the network and join us, so together we can create compassionate networks where we live and work so that no-one at end of life or experiencing bereavement and loss feels isolated or alone.”

For more information about the EOL Compassionate City Charter click here.

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BLOG: On the night shift

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.”

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BLOG: Compassionate Community of Kingsbridge

 

With the help of a generous grant from Hospice UK, St Luke’s has been able to kick-start a compassionate community in Kingsbridge, Devon. The initiative ensures that no matter how far out you live, support will be available for those at end of life and those caring for them.

“I’m thrilled so many people have come forward to support me and my partner. The thought alone has made me feel less isolated and alone.”

As an older person living in a rural town, trying to care for your terminally ill partner while living with your own health conditions, you can easily feel forgotten, especially with no family close by to help. But – thanks to the innovative way St Luke’s is using grant funding awarded by Hospice UK – we’ve been making an important difference in the South Hams town of Kingsbridge, including to the 71-year-old lady quoted above.

Steve Statham, CEO at St Luke’s Hospice Plymouth said: “Thanks to significant funding from Hospice UK, we are breaking down taboos around death and dying and empowering people local people in the rural town of Kingsbridge, Devon to put compassion at the heart of the community so that no-one feels left behind. In a location like this, where it can be more difficult for people to access all kinds of services, including end of life care, local people, voluntary groups and businesses are coming together to show kindness and give practical support to terminally ill people and those caring for them who would otherwise risk isolation and loneliness.

“It isn’t just the financial help from Hospice UK that makes a difference though. The national platform the charity provides through its campaigns raises awareness of the challenges our sector faces, helps us recruit and retain staff, and highlights the ongoing need for Government investment in our services.”

Earlier this year, we reported on the appointment of Robyn Newport as St Luke’s Community Network Co-ordinator for Kingsbridge and surrounding areas, where our At Home team looks after terminally ill people nearing end of life, and supports their families.

Over the past ten months, Robyn has been busy getting to know residents, local business owners, voluntary groups and healthcare services to get more insight into what matters to them when it comes to terminal illness, looking after someone with a life-limiting diagnosis, and how the community has been impacted by loss.

The listening ears and helping hands of the Compassionate Friends trained have helped shape the Compassionate End of Life Care Community in Kingsbridge, which – being in a rural area – is all the more in need since those living there can find it harder to access services of all kinds, including the expert care that’s so vital when your time is running short.

Robyn said: “St Luke’s is committed to coming alongside the communities we serve to realise the potential of informal networks and develop more effective ways to provide support that enhances wellbeing, prevents loneliness and isolation and increases choice for people at the end of their life, so they can die in familiar surroundings with those they love.”

“It’s a been a real privilege getting to know so many people, and it’s clear there’s so much care and compassion in this area. We now have over 75 Compassionate Friends trained across the town – people who lend a helping hand or listening ear to friends and neighbours who have a terminal illness or are affected by loss. We also have Compassionate Friend Champions running awareness sessions and co-ordinators who can help families to organise additional support from local Compassionate Friends.

“Our training is helping people to talk more openly and honestly, helping to break down the taboos around death, dying and bereavement, and bust the unhelpful myths that surround them. They’re seeing how listening and having more compassionate conversations within their own circles, and doing small things to help people at times of crisis or loss, such as making them a meal or doing their shopping, can make a big difference.”

Local businesses are also stepping up to help customers and clients who might be in need of some support. Among them are HAC Hairdressing, Kingsbridge Youth for Christ, and Blooming Organised, a decluttering service.

Robyn has also come alongside Kingsbridge Community College, which is working towards becoming a Compassionate School. With her input, the school is developing and embedding bereavement policies and procedures, electing sixthformers as Compassionate Buddies, and an additional 220 Year 9 students have attended a Compassionate Buddies awareness session, ensuring no student facing loss feels left behind.

In the coming months, Robyn is looking to train more Compassionate Friends, Champions and Co-ordinators in the South Hams area and will continue to grow Compassionate Networks around those with a terminal diagnosis, as well as their loved ones. In addition, she is also working to launch the first Compassionate Café in the Kingsbridge area.

If you, or someone you know living in the area, could benefit from the support, or you would like to receive training so you can help, please contact St Luke’s Education team at education@stlukes-hospice.org.uk.

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BLOG: Ladies’ rugby players lose their locks for much-loved charity

Rugby is renowned for being one of the toughest sports with players showing opponents no mercy, but in Plymouth there’s a ladies’ team proving that when it comes to one of their own, they’re all heart – and they’re even losing their locks for charity to show how much they care. 

Teammates of Plymstock Albion Oaks RFC player Maria Ashurst braved a sponsored head shave at the club last Saturday 19 October in aid of our charity. We provided expert care for Maria’s husband Paul, helping to make his last days as dignified and comfortable as possible as we looked after him at Derriford Hospital and at then at home in St Budeaux before sadly, he passed away in September.

It was an emotional day for Maria, who has been part of the ladies team for over eight years. Bus driver of 17 years and snooker fan Paul was her biggest supporter, even encouraging her to meet up with teammates while he was ill, and – joined by St Luke’s Healthcare Assistant, Penny – she made the first snips to the hair of fellow players, Gail Randall and Paula Sims of Lower Ham, as they went under the razor.

The duo have already smashed their target of raising £1,000 to help us continue our vital service caring for terminally ill people across the community and supporting their families.

It was following Paul’s diagnosis of cancer and admission to Derriford Hospital that our specialist team there cared for him, managing his symptoms, relieving his pain and providing emotional support for him and his family. With the team’s help – which included the installation of a hospital bed at the couple’s house – Paul was then able to return home, where he wanted to be.

Maria and Paul between them have five children, 13 grandchildren and two step-great grandchildren, the youngest of whom was born just three days before Paul died.

Maria said: “Paul was a wonderful man, who lived with several health conditions and was open about his mental health difficulties because he knew talking about it would help others. He was a huge Elvis fan and the way he sang his songs would make the hairs on the back of your neck stand up.

“Seeing him so ill was very hard, but I can’t thank St Luke’s enough for making it possible for him to be at home with me so I could look after him. As well as making sure all the right equipment was in place, from the doctors and nurses to the physios and occupational therapists, they were there at our door or at the end of the phone whenever we needed them.

“The way they explained everything and how quickly they responded was really reassuring – in fact the Urgent Care team came out seven times in 24 hours. Quite simply, they were just ‘on it’ and I couldn’t be more grateful. They made a massive difference right when we needed them most.”

Both throughout Paul’s illness and since he died, Maria has been uplifted by the unwavering support of her teammates, whom she calls her ‘second family’.

Teammate Gail Randall said, “It’s a really big commitment to have your head shaved. I have been told it changes your appearance quite a lot and it takes two years for our hair to grow back to the same length.”

Overseeing the head shave was Lacey Keating from Chameleons hair salon in Plymstock, with the hair donated to the Little Princess Trust who provide real hair wigs to children and young people with hair loss, and funding vital research into childhood cancer.

Gail reflected on the day. “It has been very emotional for us, knowing how much St Luke’s helped Maria and Paul in their time in need, we couldn’t be more thankful.”

As well as the sponsored head shave, the club is honouring Paul with a memorial rugby match at 2pm on Sunday 24 November, when the ladies team will take on their opponents from Devizes in a league match.

Maria said: “The girls have been amazing – they’re always there and I can always pick up the phone to them when I need to have a rant or a cry. The wider club has fantastic too, and the memorial match for Paul will be very special. It’s a chance for friends and family to come because he did not want a funeral.

“I didn’t know the club had chosen to raise money for St Luke’s but I’m so glad they have because they’ve done so much for Paul, me and the rest of the family.”

You can still donate online via the Plymstock Albion Oaks Facebook page.

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PR: Mud, sweat and gears keep wheels of local hospice care turning

1,341 cyclists taking on mud, sweat and gears to clock up a combined 34,602 miles; 84 dedicated volunteers braving the elements – this is what it takes to raise vital funds to keep the wheels of local hospice care turning.

Read more
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PR: Mammoth masterpieces generate an ele-fantastic £323,000 for much-loved charity

Bidders snap up a unique piece of art to be a part of something special that will leave a legacy for families across Plymouth and surrounding areas.

On the evening of 9 October, 40 of the enchanting elephant sculptures that have delighted tens of thousands this summer as part of Elmer’s Big Parade – each featuring a unique design by a talented artist – generated a staggering £323,750 for St Luke’s Hospice Plymouth. This is the equivalent of providing over 350 families with hospice care at home.

Led by professional auctioneer Paul Keen of Plymouth Auction Rooms, the star Elmer of the night, by Plymouth-based artist Brian Pollard was snapped up by the Miller family from Plymouth and finally went for a jaw-dropping £36,000.

Elmer – The Symphony of the Spirit – artist: Andy Jack Nash

Bought by Andy and Naomi Ibbs.

Andy’s retirement day from his position as Chief Executive of Northern Devon Healthcare NHS Trust coincided with the auction and he wanted to use some of his lump sum to help St Luke’s. He and Naomi, who is Chair of Governors at Woodlands School in Plymouth, wanted this particular Elmer as music is a very important part of their lives. Their Elmer is going on a journey to the South of France, where it will live in the little wood by their holiday home and be enjoyed by their grandchildren.

Naomi Ibbs said: “We are so aware that St Luke’s is needed by so many families and the difference the charity makes to them is priceless, so this was an amazing opportunity to show our support. We’re absolutely thrilled to have won the auction and can’t wait to see our grandchildren enjoying our Elmer when they visit us in France. It will be such fun seeing their faces!”

Elmer – Britain’s Ocean City – artist: Dave Smith

Bought by Darren Burt

Bought by Darren Burt of Plymouth, whose wife Tracy died suddenly in June this year, aged just 39. Tracy was mum to children Brittany, Dylan, Darcy and Cody, and had seen the Elmers and set her heart on this one, so Darren was determined to fulfil her wish.

Darren was at the auction with daughter Darcy, aged 7, who was the one raising her hand for the bid. Their auction number allocated was 5 – which happened to be Tracy’s lucky number! This was such a poignant night for Darren as he remembered Tracy. The Elmer will take pride of place in the front garden of the family home in Eggbuckland.

Darren said: “When Tracy died suddenly, I didn’t just lose my wife but my best friend, too. Living without her is really hard and we miss her so much every day.

“Being at the auction with Darcy tonight has been very emotional, but I wasn’t going to leave until I had won the Elmer Tracy set her heart from the moment she saw it in the summer. Winning the auction means so much, and our Elmer is going to take pride of place because my wife was such a special person.”

The charity spends £5.7million a year on patient care giving its service free of charge to those who need it at home, in hospital or at its specialist unit at Turnchapel. Funds generated at the auction will help ensure St Luke’s expert team is there to make a very challenging time that little bit easier by ensuring dignity for patients and making them as comfortable as possible while also providing emotional, spiritual and practical support for them and their loved ones.

Steve Statham, Chief Executive of St Luke’s said: “It has been wonderful seeing so many people following Elmer’s Big Parade, enjoying a free family day out. Along the way, they’ve been learning more about the importance of high-calibre bespoke care for people at end of life and the difference St Luke’s makes.

“We never forget that it’s the support from our community that enables our vital service to continue to make a difference. On the auction night you were behind us and stepped up to the mark to make us a force for good when patients and families need us most.

“I am truly humbled by your support and thank you on behalf of our staff, volunteers, patients and their families.

“Two years ago we set out with an aim to ensure this project delivered a special legacy for St Luke’s beyond the trail and our Grand Charity Auction. Elmer’s Big Parade has delivered beyond what we could have ever dreamed of.”

Elmer’s Big Parade Plymouth sponsored by Stagecoach South West, supported by Wild in Art, Andersen Press and PL1 Events.

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BLOG: Chloe’s story

What does it take to make a young terminally ill patient ‘feel like a princess’ in the last days of her life?

Chloe from Callington, Cornwall was just 22 when she came to our specialist unit at Turnchapel to be cared for by our team in December 2017. We pulled out all the stops to create a home from home for her and her loved ones. We helped them make precious memories together, too.

Sadly, Chloe died a few days later, in January 2018.

Here, Chloe’s mum Claire shares her experience of the devastating loss no mother should ever have to face and pays tribute to kind, caring, fun-loving Chloe. Hear how the precious moments they shared when time was running short – and the lasting legacy Chloe has left – bring comfort to Claire in the midst of heartbreak.

Our end of life care is here for young people as well as the elderly. You can help our charity to keep making a vital difference for them and their families 365 days a year, including this festive season – please donate today.

Thank you.

 

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BLOG: It takes a special person to inspire a whole community

Tina Favis of Salcombe was so loved that in every year since she sadly died in 2007, aged just 40, her family and friends have got on their bikes to fundraise for St Luke’s in celebration of her life.

The epic annual Ride for Tina is their way of thanking our team for the sensitive way they cared for this special lady and supported them throughout such a difficult time.

But that’s not all! It speaks volumes about Tina that even many people who never met her join in and go the distance too, including from Land’s End to John O’Groats! Together with Tina’s loved ones, they’ve raised a staggering total of over £115,000 for our vital service! We couldn’t be more grateful.

 

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