A Brilliant Patient Experience

Earlier this year I decided, after a couple of poor experiences, to change where I received the care for my Myeloma. When I was originally diagnosed in 2011 I originally received my monitoring and care at Wigan via their general haematology services but quickly realised I wanted (and needed) something a bit more specialist so I transferred to Manchester Royal Infirmary (MRI). Travelling to Manchester and hanging round for most of the day in a specialist Myeloma clinic was a fairly draining experience but I considered it to be worth it as I was happy I was receiving the best care.

However time and progress moves on and during this time The Christie, the world famous cancer specialist hospital in Manchester, opened a specialist Chemotherapy centre attached to Wigan RAEI. The project was jointly funded by The Christie, Wigan and Macmillan and is designed to deliver chemotherapy and anti-cancer treatments for patients in the Wigan area.

The new centre got rave reviews from friend and colleague Mel Cochrane, who sadly lost her battle with cancer earlier this year. Her seal of approval came at the same time I had a couple of poor experiences at MRI with failed bookings and missing notes etc. but more importantly it seemed like nobody cared and therefore I asked for my care to be transferred back to Wigan in the hope I would receive a better patient experience at a more local centre. I was not disappointed.

 

Firstly the building is new and so creates a good impression. Reception resembles a hotel rather than a hospital as does the waiting area. The glass gives it an light, airy and welcoming feel.

Staff are keen to make you feel welcome and put you at ease.

The out-patient ward has 4 beds and around 8 treatment chairs. A chair for yourself and 1 for any visitor. A MacMillan volunteer ensures you are kept replenished with free coffee, tea or water and sandwiches at lunchtime.

There's a marked difference on how they administer my treatment too. Zoledronic Acid or Zometa to give it its trade name, is administered intravenously. The cannula is put in the back of my hand rather than my arm - this is to spot any allergic reaction sooner (the skin on the back of your hand is much thinner). A bag of saline is given first to ensure you are hydrated, then the saline with Zometa infused, then finally another saline bag that acts as a flush. I've noticed that the side effects I used to encounter at MRI are not as severe and I figure its connected with the hydration angle. I therefore ensure I drink plenty before and after to help this along.

There's some really nice touches too - there are 8 reserved car spaces for patients of the centre and I have been given a car park pass which allows me to park free - however its so local to me, a 10 minute walk, that I've not used these yet but its good to know other patients and their visitors get this benefit too.

There aren't many benefits to having cancer to be fair and there is impact both physically and mentally. The Christie at Wigan and MacMillan have looked to try and mitigate many of the issues within their control and so for this hats off to them.

In the age of customer experiences I think The Christie and MacMillan have got it just right. I feel that the care they deliver is patient centred and of high quality with a real human touch.

Don't get me wrong I wish I didn't have to go but as long as I do I hope I continue to receive my care at The Christie at Wigan - a brilliant patient experience.

Chasing "The Standard" - from Whelley to Elton Vale

Regular readers of this blog will know that I'm passionate about grassroots football. I think it's a brilliant vehicle for teaching youngsters about being better citizens, learning to respect elders and peers; learning about individual responsibility and being part of a team as well as how to win and more importantly how to lose. If the odd player goes onto bigger and better things then great but first and foremost it should be about fun and enjoyment.

My club, Whelley Alexandra, is lucky to be part of the Bolton, Bury and District Football League. The league promotes a respect, fun and enjoyment culture across countless playing fields every Saturday morning, and bar the odd numpty, most clubs and teams "get it". They understand that results aren't that important and that it is simply kids football, not the last 4 of the Champions League, but simply a group of kids having fun, playing football with their mates.

I like many others, fell into grassroots football as a dad that started helping out. That 7 year old that I first started taking to Saturday morning football is now a 16 year old, still playing for Whelley Alexandra I might add. I don't coach him anymore but his younger brothers, now under 11s. I am also secretary of the club and very proud of, and full of admiration for, the volunteers that facilitate 165 youngsters playing football each Saturday morning across our 10 teams.

Did I say 10 teams?

Oh I'm sorry its only 9 teams now!

Unfortunately, and with very heavy hearts, Alan Blazys (Chairman) and I took the decision to fold one of our u16s teams this week. The manager informed us that "he felt he had taken the team as far as he could" and that several of the players were not up to "the standard". Several of the players have lost interest and have discovered things that most 16 year old lads discover, I know I did, and don't want to continue. As a result there are simply not enough players to field a team, we would struggle to field a 5-a-side squad, and so the decision had to be taken to fold the team and withdraw it from the league.

The team has played in the highest division of the BBDFL for years and recently saw Tinashe Chakwana sign a 2 year scholarship  with Burnley FC. So the players that have played for the team for a while are decent players. Surely up to "the Standard"

So what exactly is "the standard"? I've looked through the BBDFL handbook and there doesn't appear to be a definition. I've also searched the FA regulations, nothing there either. So I have asked a few trusted coaching friends who have enlightened me. The standard is a phrase that coaches and managers use when they think a player isn't good enough. Ahhh now we have it. So if the players in your charge aren't up to the standard surely that reflects on your abilities as a coach?

If the players enjoyed Saturdays mornings instead of worrying about results then surely "the standard" becomes irrelevant. It would have been interesting to see if the manager would have quit had the team won their Lancashire Cup 1/4 final at Elton Vale on Sunday instead of losing 6-0?

The abiding memory many of the players from that team will have of Whelley Alexandra is not the years of fun and enjoyment they have had; nor the many friends they have made; the trips and parties we have had but it will be one of losing a 1/4 final and the manager walking away with 4 or 5 players which resulted in the team folding. That is the sad part.

In terms of "the standard" I think the only person that wasn't up to "the standard" was the manager we chose to run that team. The fault therefore lies with the Chairman and I. We must make sure our future managers / coaches are the right people and fully understand what we as a club are all about.

Saturday mornings, football and fun.

Our other under 16s team by the way plays in the bottom division, has 18 players signed on and a waiting list for players wanting to join. They're not the best team, but they don't half enjoy their Saturday mornings together. Credit for that must go down to the manager/coach and the players of course who don't take themselves too seriously.

If you were to ask them what "the Standard" was I bet half of them would describe a pub near to where Bolton County play!!!!