"Outstanding Patient Centered Care & The Importance of Trauma Informed Practice Training"

I successfully managed to attend The New Victoria Hospital Glasgow Imaging Department recently for an x-ray. This was directly attributable to the outstanding patient centred care I received from CLAIRE (admin) and MICHELE, Radiographer.

As a person with a significant history of trauma I was very anxious. I contacted the department beforehand to explain it would be extremely challenging for me to attend without being triggered. Initially I spoke with Claire who was reassuring while actively listening to my concerns then recognising it would be beneficial for me to speak with a clinical member of staff. During the extended call with Michele I explained what I NEEDED to happen to help me feel SAFE enough to proceed; some of my triggers, a few coping techniques/strategies I use, which she could help prompt, if I were triggered and dissociated.

In 2018 The Scottish Government made a commitment to working with partners to facilitate a trauma-informed and trauma-responsive workforce and services across Scotland to support anyone affected by psychological trauma. I also provided information on Trauma Informed Practice (TIP) and the NES National Trauma Training Programme (NTTP). I have been passionately and doggedly advocating and campaigning to raise awareness of TIP/NTTP.

Michele kindly offered to do the x-ray herself, for me to attend before the department opened and I could sit in a secluded area away from the general waiting area as I struggle being with others and in busy places. She also suggested I wear shorts under my leggings recognising this would help me to feel less vulnerable. On the day I arrived at reception Claire quickly came forward, introduced herself and was polite, warm and welcoming. I gave her a one page summary to pass to Michele providing further information to help her- to help me- during the x-ray. Claire showed me to the area and explained Michele would be with me shortly.

Michele introduced herself and I was instantly reassured by her kind, warm, compassionate and understanding approach reinforcing what I had ‘picked up’/sensed during our call. Like others with a history of trauma I have a kind of inbuilt ‘radar system’ which helps to keep me safe by constantly scanning and assessing for any potential sign of threat or danger - the biggest threat coming from human beings! I often know within 60 seconds or less whether I am going to talk to someone (especially professionals)! and if we are going to have a ‘good conversation’! Again, Claire’s manner and how she spoke with me encouraged me to have a further positive and constructive conversation with Michele. To be honest, I’ve lost count of the number of times I have put the phone down on professionals and services as a result of some very different interactions!

Michele called me to the adjoining changing room where she took lots of time to explain the whole procedure including describing the room layout, what would happen, showing me how I needed to position myself. She also reassured me in regards to some of my triggers; when she had to go behind me and touch my knee to ensure it was in the correct position. We entered the room and she encouraged me to take a few moments to look around to familiarise and orient to the surroundings and she helped me to identify three objects (her suggestion of the blue foam was brilliant as it had both colour and texture) I could focus on and describe in detail if I were to be triggered to help ground me; ALL THINGS I HAD ASKED FOR. During the procedure Michele told me in detail what she was about to do, checked I was doing okay and offered constant reassurance as to how well I was doing. She even found the time to walk me to the parking area and to check I was okay to leave!

I have had some pretty horrendous experiences attending healthcare appointments and interactions with professionals! But this is without doubt one of the most positive for two reasons. Firstly, I managed the whole procedure without incident and that is directly attributable to the amazing staff member the department has in Michele. Secondly, I was further reassured and heartened when Michele told me she had already relayed and discussed the information I provided on TIP/NTTP with Mr Grayson, Sector Lead for Radiology South and both had already accessed the NES overview of the programme! Mr Grayson has also indicated his intention to raise TIP/NTTP within the wider GGC area.

Michele more than recognised the relevance and value of TI training in a department that will undoubtedly come into contact with victims of domestic abuse, child abuse and other traumatic experiences. Michele also noted down some other information I provided on the day. To be honest this meant so very much to me.

Although, both Mr Grayson and Michele may, AS YET, be unaware that all of the above epitomises the very essence, principles and values of TIP - SAFETY, CHOICE, TRUSTWORTHINESS, COLLABORATION AND EMPOWERMENT!

For TIP to work LIVED EXPERIENCE MUST BE AT THE HEART OF IT. The reason I have recently agreed to be part of East Renfrewshire HSCP (my own HSCP) journey to becoming a TIO.

At a time when the NHS and professionals are under constant, extreme and exhausting pressure it is testament to the professionalism of both Michele and Claire they found the time to LISTEN, to HEAR, to SEE me and what I NEEDED to happen resulting in such a positive experience. For a person with trauma that means so very much.

I offer my heartfelt thanks to both Michele and Claire.

I conclude by saying if The New Victoria and/or NHSGGC operates a staff award/recognition scheme for outstanding patient centred care then I can think of no more worthy recipients than Michele and Claire . They are both fantastic ambassadors for both organisations and it would be a fitting reward if their service were to be recognised.