Phlebotomist Duane Owen received the ‘I made a difference’ award today (Wednesday 31 March) after being nominated by a patient.
Duane, who works in our maternity services at Queen’s Hospital, was praised for upholding the Trust’s PRIDE values when seeing to the patient, who had concerns for her baby, ensuring she felt safe and assured.
The patient wrote: “I was worried about the wellbeing of my baby, having noticed a change in his movements from the night before. Duane was very calm and supportive, and immediately helped me as well as engaging a midwife to allay my fears.
“Such kindness is something that's often taken for granted but hard to come by, especially during Covid and with the pressures on the NHS. Many thanks Duane for being a star.”
Ben Morrin, Deputy Chief Executive, presented Duane with the award and a complimentary box of chocolates.
Duane said receiving the award was “Incredible and mind-blowing”, adding: “It’s nice for my work to get recognised.”
On the importance of making sure maternity patients feel at ease when receiving our care, Duane said: “Maternity care is so unique and wonderful but phlebotomy in maternity isn’t just about taking bloods; you need to understand the background of maternity.
“Especially when it comes to bereavement, it’s so important to listen to their concerns – it’s why I never make a patient wait.
“I’ve recently gone through the maternity process with my wife, who had a baby, so I always treat patients how I would want my wife to be treated.”
The nomination also credits Duane for making the patient feel “empowered” to voice her concerns.
Duane added: “I want our maternity services to be the best in the country, but of course we can’t do that without feedback. That’s why we need to listen to patients.”