Customer Experience meets In-Patient Unit!

Jude, Antonette and Nat smiling at the camera

Jude, Antonette and Natalie

Across the organisation, we have colleagues from different teams who are keen to spend time shadowing our nursing colleagues on the In-Patient Unit (IPU). It’s a valuable experience that allows them to feel closer to the care we provide. Earlier this month, Natalie from our Customer Experience team spent a few hours shadowing colleagues on the IPU. Here’s how she found it:

As a member of our Customer Experience team at the Hospice, Natalie spends her days responding to supporters about a wide range of queries, questions and requests for information. Natalie wanted to add to her knowledge of the Hospice and, particularly, to find out more about the care we provide and be better able relate to the friends and families we serve up close.

Antonette, Senior Healthcare Assistant, was happy for Natalie to shadow her on a shift on the IPU earlier this week to show her a bit about what our specialist, compassionate care involves: Natalie told Antonette afterwards that the experience had been a ‘privilege’ and a valuable opportunity to watch the clinical team dovetailing so nicely in supporting our patients and their families:

‘’I love how you said it doesn’t stop at patient’s end of life and that is the message we share with our supporters, how we are here for the community.”

Antonette was happy to facilitate the experience for Natalie, saying:

‘’It was my pleasure to have the opportunity to showcase what we do and to introduce Natalie to as many of my colleagues and various members of the multi-disciplinary team as possible. We are always pleased when other colleagues take an interest in what we do and the care we provide, and I believe it will enhance your role going forward. ‘’As I mentioned, we are all one team, and our blending together is the thread that keeps us focused and working for one aim our patients and their families.”

After her time on the IPU, Natalie met with a wife whose husband was under our care 5 years ago, and she came to make a donation on his Birthday; she felt her experience had given her a better understanding of the care that the lady’s late husband would have received. Natalie’s lasting thoughts about her time on the IPU:

“Though you said you are not miracle workers, I believe many families have felt miraculously cared for.”

Alain Bakas

We will never be able to thank the team at Princess Alice Hospice enough for the love, care, dignity, and compassion they showed our papa and our whole family. They cared for my papa for a month, and then welcomed him back again for his final 8 days before he passed on 3rd April 2026. Every single member of staff became like family to us during the hardest time of our lives. Their kindness, patience, support, and genuine compassion will stay in our hearts and minds forever. They not only cared for our papa with dignity and respect, but they also supported all of us emotionally every step of the way. We are so grateful for everything they did for our papa and for the comfort they brought him in his final days. Thank you again to the entire team for the incredible work you do every day. You are truly special people, and we will never forget you.

Darek Kubik

The shop in Claygate on Parade is well run and stocked place. The manager Mrs Roheana is helpful and friendly person...well done

Nicola Jeebaun

So grateful for the kind and caring team at Easher. They supported us so much while spending our last days with mum Will always be grateful From the Greenaway family

Stephen Nicholson

I'm deeply grateful for the exceptional care and support provided by Princess Alice Hospice in Esher. Their warm and helpful staff made a significant difference during a difficult time after losing my grandfather to prostate cancer in July 2017. The bereavement team and therapy offered were invaluable in helping me cope with the loss and navigate my grief. I'm thankful for their kindness and dedication. Massive shout out to Lynne my bereavement councillor who was incredible with me, I’ll never forget you.

Jo G

My Mum was there for 3 weeks before she passed away in Nov . The staff and level of care was amazing, she was loved by the staff. They couldn't of done more for her. Myself and my sister were also supported. We donated a large memorial feather in our Mums memory. It's such a shame that most if their funding comes from donations.

Robert Crapnell

1st class care for my wife, I will never forget the care and attention. My will has provsion to say thank you.

Ruby Bhurji

My dad passed away in jan 26th 2005. The staff was amazing. So supportive through our difficult times. They really looked after dad. They always had a smile on their faces. So grateful for everything they did for dad and us. Just want to say a big thank you and keep up with all the hard work you all do.

Rosanna Stech

The call out night service team of Princess Alice were amazing with my Granny in her last few days. She was able to stay in her own home and have their amazing team look after her when we called them. I would like to especially say a big thank you to Camilla who was always so cheerful, professional and put us at ease when we really needed it. She would remember our family members names despite being called out to a number of houses every evening and was always a reassuring voice when she answered the phone. She made a real difference to my Granny’s end of life and I wouldn’t have wanted her to be under any other care. Thank you from the bottom of our hearts.

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Customer Experience meets In-Patient Unit!

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