Simple step makes a big difference in healthcare

The Public Health Agency (PHA) is today [Thursday 04 September] launching a simple but very important initiative to encourage health and social care staff to introduce themselves before delivering care.

"Hello, my name is..." aims to bring about a small change that will make a big difference to patients and service users across Northern Ireland, as the human connection between the professional providing care and the person receiving it is vital in establishing a relationship and building trust.

The launch will take place at Mossley Mill and will see over 150 Health and Social Care (HSC) professionals from across Northern Ireland come together to support the introduction of “Hello, my name is…”.

Pat Cullen, Director of Nursing and Allied Health Professions at the PHA, explained: “It might seem obvious that staff should introduce themselves, but in the highly-pressurised world of health and social care it can be easy to forget the simple things like this which can make a big difference.

“The PHA leads a comprehensive programme of work in conjunction with Health and Social Care Trusts to monitor patient and client experience. Our 10,000 Voices project, which gives the people of Northern Ireland an opportunity to provide feedback on their experiences of accessing HSC services, aims to involve the public in shaping future healthcare services.

“One of the key findings from the 10,000 Voices project has been that when patients do not know who is looking after them they feel unsure and at times uncomfortable with what is happening.

“That is why we are launching the “Hello, my name is…” initiative today to tackle this issue and build stronger relationships between people receiving care and those providing it.

“Focusing on patient and client experience must be a key priority for everyone involved in providing health and social care, so we want to ensure that it remains at the heart of everything that we do – we want to listen to, learn from and improve the experience of people who use our services.

The “Hello, my name is...” movement was initiated by Dr Kate Granger following a hospital stay last summer. Kate describes herself as a doctor but also a terminally ill cancer patient.

“During a hospital stay I made the stark observation that many staff looking after me did not introduce themselves before delivering care. This felt very wrong, so encouraged and supported by my husband, we decided to start a campaign to encourage and remind healthcare staff about the importance of introductions in the delivery of care.

“I firmly believe it is not just about knowing someone's name, it runs much deeper – it is about making a human connection, beginning a therapeutic relationship and building trust. In my mind it is the first rung on the ladder to providing compassionate care,” Kate said.

Despite her illness, Dr Granger and her husband have made it their mission to get as many members of health service staff to pledge their commitment to the campaign and for HSC organisations to publicly endorse their support for it.

Pat added: “To date the initiative has been very successful in England. With feedback to the 10,000 Voices project echoing the importance of introductions, the PHA decided to roll out “Hello, my name is…” across Northern Ireland.

“I know colleagues from across HSC are very excited to get this initiative under way. We are delighted that Dr Kate Granger has taken the time to share her experience with us, and hope that today’s event will be a good learning experience for us all and help shape how we can improve patient experience.”

Chief Nursing Officer, Charlotte McArdle said: “If we are to work in true partnership with patients and clients then we must get the simple things right, every time. I welcome this campaign, by giving a confident and polite introduction is not only a sign of respect for the individual patient or client but is also, very importantly, the first step in building a therapeutic relationship with patients and clients so that they will feel relaxed, confident and safe while receiving care.”