Colleagues celebrate success at the Essential Care Awards Ceremony
58 colleagues across each of the five divisions gathered at Priestley Wharf this week to celebrate the second Essential Care Awards Ceremony.
Throughout 2025 and into early 2026, a total of 47 teams across the Trust were scheduled for an Essential Care Award. Of these, 43 teams were successfully visited within the cycle. Four of the five teams that were not visited were rescheduled due to winter pressures, reflecting the operational challenges experienced across services during this period.
The purpose of the visits was to focus on how patients and service users experience our care and rehabilitation. As well as showcasing the excellent care our services provide, the visits always support with areas for improvement and continuous reflection.
Each visit has a lead assessor and is supported by a variety of clinical professionals and colleagues from corporate services. Each team is assessed through a face to face on site visit, which includes observing clinical interaction, feedback from patients and carers and speaking to colleagues. Following a validation process, the visits were awarded gold, silver, or bronze.
The standards set out in the BCHC Essential Care Framework derive from the CQC Fundamentals of Care, outlining what matters most to patients who use NHS services.
- Person-Centred Care
- Dignity and Respect
- Consent
- Safety
- Safeguarding from Abuse
- Hydration and Nutrition
- Safe and clean equipment and environment
- Complaints
- Good Governance
- Safe Staffing
- Compassionate and Professional Staff
- Duty of Candour
After attendees treated themselves to a cup of tea and a slice of cake, Carol Wilson, Associate Director for Patient Experience opened the event, noting how refreshing it was to see so many new faces whose work deserved to be put into the spotlight. Lorraine Galligan, Chief of Nursing and Therapies and Robbie Dedi, Chief Medical Officer proudly presented certificates to all colleagues involved in the Essential Care Awards visits, thanking them for their involvement and continued commitment.
Reflecting on their experience, some colleagues shared their initial 'hesitancy' about the visits when they were notified that they were selected but later shared that it brought their teams closer together. In addition, attendees also noted how proud they were to showcase the work they do each and every day behind the scenes that often goes unnoticed.
Leona Blake, Head of Patient and Carer Experience and Engagement shared the Trust's plans for 2026's Essential Care Awards visits. The team will continue to use a quality improvement approach and refine the process based on ongoing feedback. Some of the upcoming changes include:
• Piloting the involvement of a patient as a member of a visiting team, allowing lived experience to directly inform the awards for teams
• Patient experience and engagement leads visiting their own divisions, enabling more tailored support around patient feedback and engagement.
Richard Kirby, Chief Executive closed the ceremony, thanking colleagues who had attended the event and for all the hard work they had done and continue to do to support patients and service users across the region.
Adult Community Services division
Bracebridge Health Visiting team received a silver award . The team was observed to be compassionate and empathetic - putting the interests of their patients first. Patients reported a very positive experience and felt safe in the care of the nurses.
This was reflected in the clear processes in place around consent and ensuring that there was strong family input for patients who are non-verbal. There was consideration of appropriateness of using family members for interpretation and when an interpreter needed to be booked. It was apparent that the team work well together and are supportive of one another.
The Cardiac rehabilitation team received a gold award. With treatment plans tailored to individual choice, patients feel valued by staff. A promotion of independence was identified by the visiting team as a key area to lead to discharge.
One patient reflected on their experience sharing:
“Good communication, I'm well supported by the team. I have been kept up to date and always asked my thoughts and opinions when delivering my care. It's such a good service, I still come back, after my treatment plan has ended because I feel safe with the team.”
The Diabetes team received a silver award. The visiting team observed a patient's care and treatment designed to be safe and free of harm through a combination of clinical, physical, and digital practices. The patient's autonomy was respected by involving them and their daughter in key decisions. In addition, numerous patients were offered tailored hydration and nutrition advice to manage their condition during the visit.
It was also noted that the team has a Speak up Champion who is visible within the service.
The Cardiac Heart Failure team received a silver award. The team provide holistic assessments which encourages patients /their loved ones to ask questions or seek clarification. There was evidence of individualised, holistic planning with patient consent and involvement.
The visiting team commended how person-centred the team were noting that they ensured that patients understood the reason for the visit and how the process of intervention would work. They supported understanding by using simple language, repetition of information and reference leaflets for the patients to take away.
The CKD team received a gold award. All treatment was explained prior to providing care and an understanding was obtained from the patient that they knew what would be happening. During the visit, staff were observed using a note pad to visualise the information for a patient who was using an interpreter.
Educational leaflets are available in a variety of different languages and were offered to patients. It was acknowledged that CKD is a complex condition to manage.
Robust IPC practises were observed during the visit with all staff bare below the elbow, equipment was cleaned between appointments and clear desk policy was adhered to.
The IMT IV Therapy team received a silver award . The teamwork between the hospital-based OPAT service and the community team was described as 'excellent'.
Feedback is sought via both electronic and paper means and is shared by the team lead with the staff team. There were good safety practices in place to ensure a safe working environment for staff including things such as mobile check in.
The North Therapy Hub team received a silver award. During the visit, full holistic assessments were carried out - clinicians discussed not just the primary reason for referral but also other contributing factors.
Questions and conversations were consistently directed to the patient despite cognitive impairment rather than speaking just to next of kin. There was good awareness of Duty of Candour across the team with staff being open and honest with their patients/service users.
Adult Specialist Rehabilitation division
Ward 5 received a silver award. All ward staff were clearly seen to be operating at a high level and wanting to maintain and improve standards. Staff were polite and respectful to patients. Housekeepers Loz and Paul were commended for the hard work that they do to make meals visually appealing and accommodate the comfort and independence of patients. A patient commented that “staff were kind and help me with whatever I need with someone always coming if I call.”
BNRT received a silver award . Staff were observed to be caring and holistic to patients. Patients were communicated with respectfully and appropriately, and their wishes were considered. During the MDT meetings adjustments for communication were discussed and considered respectfully.
The team was commended for their knowledge of safeguarding and clear risk assessments were in place with home visits having two members of staff. Consent was discussed with patients clearly ensuring informed consent was given.
The HMP Primary Care Service team received a silver award . Patients consistently reported being asked about their goals and outcomes demonstrating a strong person-centred practice. Patients felt actively involved in planning their care. Staff asked patients what they preferred to be called, supporting dignity and identity.
All patients felt their dignity and respect were maintained during all aspects of care.
Staff demonstrated a strong understanding of individualised care, including adapting communication. Staff took a holistic approach to health promotion, ensuring interactions aligned with a patient's wishes including preferred names. Staff understood clinical protocols and early deterioration signs.
Children and Families division
The Speech and Language central therapy team received a silver award. It was evident throughout the visit that the team is child and family led, with information gathered from other health and educational providers. The team ensure a child-centred approach to their assessments and recommended interventions, sharing their lessons learned across the system where appropriate. The visiting team was impressed with the way in which actions were agreed, and consent was sought at the end of each of their sessions.
The Continence team received a bronze award. The visiting team praised the rapport between the staff and nurses, particularly when it came to flexibility. For example where a child felt unwell and unable to attend face to face appointments, the colleagues changed to alternative methods such as telephone check in. Staff treated patients with compassion and were able to out them at ease in what can be a sensitive subject. There was frequent check in with the patient and parents to confirm progress and no adverse side effects to treatments.
Health Visiting Perry Barr received a silver award . The team have a positive 'can do attitude' and the leader brings a positive spirit and approach to the way she leads the team. the team are very collaborative and have a team ship approach to the way that they manage their caseload and how they work together.
The Rapid response team received a gold award. The team know their patients extremely well and adapt based on needs. During the Essential Care Awards visit, there was a non-verbal patient. Colleagues and carers all supported the patient when they became distressed, quickly managing the situation with compassion. All clinicians were enthusiastic, keen to participate in Quality Improvement and inter/intra disciplinary work. They also visibly demonstrated a willingness to work collaboratively with partner agencies and colleagues to support and improve a patient's journey.
The Physiotherapy team received a gold award. Visiting teams noted good rapport between clinician and patient/parents. There were strong patient-focussed packages of care, including patients always being referred to by name and the voice of the child was listened to. There was clear attention given to ensuring that the patient was kept safe and free from harm. With extensive communication from staff being highlighted from the patients and their families. The team were commended on the strong awareness around safeguarding with a visible flowchart that was referred to, ensuring that all steps are followed where there may be concerns raised.
The Special School Nursing team (Calthorpe) received a silver award. It was evident that children were treated with dignity and respect. There was clear documentation of what the children like to be called, and parents were included in decisions regarding transition. Throughout the visit it was noted that the voice of the child was paramount with active listening and value of the child's wellbeing observed.
Where clinical incidents occur, the team have a robust process to ensure learning. They review as a team with discussion and reflection with changes to practise where appropriate and possible.
The Immunisation team received a silver award. It was clear that this service is successful because of the team that work within it. The cohesive and team connection is powerful. Sue was absolutely amazing and is an asset to the team. Consenting processes were evident and effectively managed and reviewed.
The team share lessons learned that have resulted in changed processes, showing that there was a good grasp of Duty of Candour throughout the whole team.
Dental division
The Orthodontics team received a gold award. The service is keen to listen and learn from patients and their families. Patients are seen as partners in care and there is a focus on lifestyle and priorities. The flexibility of the team was commended with patients offered appointments that were suitable to their commitments. Continuity of care was also praised with one patient describing seeing the same clinicians/team throughout their treatment as the 'icing on the cake'. Patients spoke of feeling valued as a person when staff remembered them and would 'check in' about their wellbeing or details remembered from previous appointments.
The Dental Lab team received a Silver award. The team support with patients in clinics to discuss aspects of device e.g. shading. The team are very clear about what is achievable and support with managing expectations of patients in a sensitive and empathetic manner. There are regular team meetings where CPD and supervision are undertaken. Ad hoc 'huddles' are conducted when appropriate to share information and learning.
There is constant supervision within the team - less experienced colleagues work next to those with more experience to provide continual support. Staff spoke about the consideration of "would I put that in my mouth?" - which is a good way to reflect on the quality of work and align the work they do that is non-patient facing back to the patient.
The Oral Improvement team received a silver award . The team is rolling out a research-based intervention that is supported by a national programme.
Staff have built a positive relationship with school staff and have regular touchpoints and processes in place for communication and escalation if needed.
Staff were observed to be open and honest about resources and the provision of the Brilliant Brushes toolkit. The sessions with the children were very positive with all children being involved and considered.
The Periodontics team received a gold award . The student experience was commended by the team as all students receive 'holistic' education for example, dealing with people, communication skills or human factors - enhancing the patient experience. There was a white board in treatment pods to facilitate students' treatment of patients and feedback from educators in a live/ non-invasive manner.
There was evidence of care being tailored to individual needs and care plans, for example interpreters being readily available and patients' families being involved.
There was also visible feedback mechanisms in waiting areas for patients.
Learning Disability division
10 Kingswood Drive received a silver award . The unit promoted a family style environment in which service users and carers appeared to thrive. Staff were clearly in tune with both service user and family needs and requirements.
The Dietician team received a gold award . It was clear the team took pride in the care they provide to vulnerable users and their families, they took a holistic approach to the care, and this was evidenced during the visit when a family reported that they felt listened to and their needs were considered and a joint plan was agreed according to the needs of the user and the carers.
During the visit not only did the practitioner minimise exposure of the client when supporting the carer to demonstrate care of the PEG, but they sought consent before doing this. In addition, when they entered the house and met the client for the first time, they introduced themselves, asked the client what they would like to be called and enquired on the family names alongside shaking the clients' hands. When speaking the practitioner addressed both the client and the family/carers.
The South Hub team received a silver award . The team was welcoming and inviting. They demonstrated an individual person-centred approach to care planning and goal setting. Escalation routes were in place to support with decision making, care plans were delivered as a multi-disciplinary team and had a multi organisational approach.
Patient care is very much personalised, and a patient's needs are considered to avoid harm (in particular patients own self harm behaviour). Service users do not always have capacity to consent; however staff are fully trained on consent and are fully up to speed on MCA, MHA and DoLs. A Community Support Worker also holds regular face to face wellbeing visits with service users.
The Health Facilitation team received a silver award . Staff were observed to be proud of the person-centred care they deliver and were passionate about making a positive difference to a person's life. The team is considerate of how the change in environment can impact on a service user's experience, along with noise, language used or appointment times. There is a well-attended service user group in place which is made up of service users and carers to enable them to support change and decision making. The team works closely with other teams such as dieticians and SLTs if they have concerns and work with them to support any issues.
They also work collaboratively with family/carers to advise and educate on any concerns.
Acknowledgements were made to the following teams who were unable to attend the ceremony but were very much praised for their commitment.
Adult Community Services
The Falls team received a silver award . There was a genuine sense of both passion and compassion across the team for providing the best care for individuals and their families once referred into their service following a fall.
Hydration and nutrition were on everyone's agenda and were included throughout assessment and resources available for patients around hydration and food booster ideas.
The East Unplanned team received a bronze award . There is a positive focus on patient-centred care and the involvement of the patient/family in their care treatment decisions. Holistic care was observed and prioritised when discussed with the team.
Nursing staff were kind, caring and respectful to their patients. Nurses maintained the dignity of their patients when carrying out care - gaining consent from the patient, offering choice, and involving them in their care.
The Central Early Intervention Community team received a silver award. One patient commented that overall they rated the team as “very good” and they had seen real improvements in their health care due to the “warm team approach”.
The patient also said, “every single time the staff want to handle me they ask for my consent”. Initial assessments are detailed and identified needs and risks, and staff are clear how to act on concerns, having a social worker in the team daily supports early intervention and escalation if needed.
The EICT West team received a silver award . There was evidence of individualised care planning throughout the visit and reflected on RIO. There was good understanding and sharing of partner agencies that was shared with patients such as charities, DWP and food banks. The MDT is utilised with daily meetings in addition to safety huddles.
Adult Specialist Rehabilitation
Ann Marie Howes received a silver award . Patients were involved in the care and had been given exercises to do and were encouraged to be self caring where appropriate such as insulin administration. During the MDT weekly meetings staff also relayed patient choices and wishes regarding their treatment and discharge plans.
Specialist Orthotics amputations Rehabilitation service (SOARS) received a silver award . Visiting teams observed an extremely patient focussed service, hour long appointments and patient led outcomes. Staff were very good at making patients feel comfortable and actively listened to. Staff identified what mattered/was important to the patients and were clear regarding agreed next steps and follow up actions for the plan of care.
Birmingham Wheelchair services received a silver award . During a planned clinic appointment, a person with sensory issues had a BSL support worker, this was well planned and timely. The wider clinical team demonstrated a keen commitment to providing assessment, treatment and care which is tailored to meet individual needs. Evidence of this was detailed assessment process, contact information for queries and issues, wider MDT such as TV team joint working.
Children and families division
District Nursing Bournville received a silver award . Patients are very much at the centre of care - staff take a holistic view of patient.
Health Visting Ladywood West received a silver award . The visiting team observed an excellent understanding of the demographic population being served and challenges within the area as well as strengths of the local area - connecting families with voluntary sector organisation to reduce isolation or poverty.
Learning Disabilities division
The Forensic team received a silver award. The first ever service-user LD awards event took taking place on the evening of the visit, which was a positive reflection of the whole service demonstrating compassion to their service-users.
The Discharge Hub received a gold award. The team was eloquent with many examples of a positive quality of life improvement from a supportive discharge and transfer into community services.
The Intensive Support team received a bronze award . The team developed personal behavioural plans that were tailored to a patient's needs. Care staff feel BCHC staff maintain dignity and respect of the patient.