We caught up with Senior Staff Nurse, Heather Phillips, to find out what happens on a standard day in the Wellbeing Centre.

How would you describe your role in one sentence?

I work as part of the Wellbeing team to provide guidance, support and information (plus tea, coffee and biscuits) for palliative patients and their families.

How many people do you come into contact with?

I’d say about 30 people visit our centre each week, but I also meet people in our online groups – roughly 10 people a week for me – and provide phone support for a variety of patients and carers, adding another 10 or so to my weekly total.

What’s the first thing you do on a standard day?

We start the day with a meeting! This is a chance for us to discuss any new referrals and identify which part of the service might suit them. We get about ten new referrals each week, either from within the Hospice or (for Wellbeing services only) directly from GPs/specialist nurses.

What’s your favourite task?

Out of everything I do, the most satisfying ‘task’ is to meet people who have never been to the Hospice before and who feel daunted to even step over the threshold, and to reassure them that it’s OK to be here – that it’s a safe, welcoming and expert environment where we have the time to listen to their concerns, and respond as one human being to another.

Which task do you dislike the most?

Sometimes we can’t help people in the way that we would wish. This is particularly the case when patients phone in with issues that are beyond our scope to fix. I would love to wave a magic wand and sort out all their problems, but sadly I don’t have one.

What’s the most interesting thing about your job?

I worked on the ward before coming to the Wellbeing Centre, and in both places I found it interesting to see how different patients respond in different ways, to the naturally very challenging situation they are in. Some people are very practical, many are stoic, some more observant and accepting. Some find it helpful to talk, others find it difficult to know where to start. No response is wrong, I feel, but it’s taught me a lot about human nature, and how I would wish to cope if/when I find myself in similar circumstances.

What do you think other people would be surprised to know about your role?

As well as providing clinical support/advice, I run a Wellbeing Book Group (along with Hospice librarian Marianne) and a Creative Writing Group. It’s been lovely to be part of both within the remit of palliative care.

What skills do you need to do your job?

Above all, good communication skills – taking the time to actively listen, knowing what to say in response, or when to say nothing. Oh – knowledge of palliative care in all its complexity is essential too!

Who have you learned the most from at Princess Alice Hospice?

I’ve learnt a lot about life from the many patients I’ve cared for. I’ve learnt a lot about nursing from the many nurses I’ve worked with. A quote from a gentleman who cared for his wife here sums up the limitations and possibilities of both: ‘You’re only as good as you are.’

Is there anything boring about your role?

It’s varied enough to never be boring.

What’s the last thing you do before you leave at the end of the day?

I say goodbye to my colleagues and wish them a lovely evening. They then say the same to me, and we all go home to hopefully do exactly that.