Every day, across our hospital, extraordinary people go above and beyond – not for recognition, but because they care. The You Made a Difference Awards shine a light on those moments of compassion, courage and commitment that truly change lives.
This month, we’re proud to share three remarkable stories:
- Karen Peters, Ward Clerk, Ward C4
- Ward C4 Acute Frailty Unit
- Eilidh Nicol, Clinical Nurse Specialist, Paediatric Diabetes
You Made a Difference – Karen Peters, Ward Clerk, Ward C4
If you spend any time on Ward C4, it doesn’t take long to realise there’s a quiet force keeping everything moving. For over 11 years, that person has been Karen Peters.
As the ward clerk, Karen’s role touches almost every part of the day — from arranging transport and answering calls to coordinating across teams and keeping patient flow on track. It’s a job that demands constant attention, quick thinking and endless patience. Karen does it all, and more.
Karen is the person who keeps everyone in order and the ward running smoothly and efficiently.
Georgina Forbes
From early morning, Karen is at the centre of it all. She connects with nurses, doctors, pharmacy, bed managers and the Ops Centre — bringing everything together so the ward runs as it should. But what sets her apart isn’t just her organisation. It’s the calm she brings with her.
Colleagues describe Karen as “the calm in the eye of the storm” — someone who walks into even the busiest day and quietly creates order.
Board rounds fall into place. Transport gets arranged. Discharges move forward. Questions are answered before they become problems.
Every single weekday she comes in and creates order out of chaos.
Whether she’s coordinating the whole multidisciplinary team or chasing up the details that keep everything flowing, Karen does it with a steady presence that reassures everyone around her.
But Karen’s impact goes far beyond the practical. It’s often her desk that becomes a safe space — where patients sit, chat, and find comfort in a friendly face. She has a natural way of putting people at ease, especially those who are anxious or unsettled.
It’s quite common to find Karen sitting with patients, keeping them engaged and entertained.
Colleagues also speak about her kindness towards families — listening, reassuring and helping where she can during difficult moments. She understands that behind every task is a person who needs care.
For staff, Karen is a constant source of support. Whether it’s helping new starters find their feet or stepping in during busy, stressful shifts, she does whatever is needed — often without being asked.
She goes above and way beyond her job role every single day.
Her knowledge of patient journeys, her ability to coordinate complex discharges, and her willingness to help anyone who asks make her invaluable to the ward.
And as one colleague put it, when the day eventually comes for Karen to retire:
I don’t know how we will even begin to replace everything she does.
Karen may not always be the most visible person on the ward, but her impact is felt in every corner of it. Through her organisation, kindness and quiet determination, she makes life easier for staff, safer for patients, and calmer for everyone around her.
Congratulations, Karen. You truly make a difference — every single day.
You Made a Difference – Ward C4 Acute Frailty Unit
On Ward C4, change is never something to fear — it’s something to embrace. That mindset was put to the test when the team was asked to transform their ward into a fully functioning Acute Frailty Unit. They had just three weeks.
What followed was an extraordinary effort, driven by teamwork, determination and a shared belief that patients deserved better.
The Ward C4 team are always open to change and ready for a challenge where they can see it will benefit patients
Georgina Forbes
The transformation wasn’t just about moving beds or shifting processes. It meant rethinking how care was delivered — quickly, safely and under pressure. The Ward C4 team pulled together, supporting one another through long days and difficult moments, always keeping patient care at the centre of everything they did.
Their determination, flexibility and professionalism throughout this transition has been outstanding.
From experienced Band 6s to skilled Band 5s and Band 3s, supported by a strong ward clerk presence, every member of the team played their part. There was a real sense of people stepping up for one another — encouraging, guiding and sharing the load.
Working closely with colleagues in the Emergency Department, the team introduced a new way of managing patient flow. Frail patients could now be identified earlier and moved out of the Emergency Department sooner, allowing faster assessment and more appropriate care.
This seamless way of working is a testament to the team’s proactive approach and strong teamwork.
The impact was immediate. Patients were seen more quickly. Care was more focused. And across the wider hospital, the positive effects could be felt.
In just the first 20 days, the results spoke for themselves. The average length of stay on the ward reduced from nine days to seven — a clear sign that patients were receiving the right care at the right time and moving through their journey more smoothly.
This achievement reflects not just efficiency, but high-quality care and a relentless focus on patients.
Ward C4 also continued to lead the way with early morning discharges, helping patient flow across the organisation and improving outcomes for some of the most vulnerable people in their care.
What the Ward C4 team achieved in such a short space of time is remarkable. They didn’t just adapt — they transformed. And they did it together, with professionalism, compassion and a shared sense of purpose.
The Ward C4 team should be proud of their achievements and the high standards of care they continue to deliver.
Congratulations to the Ward C4 Acute Frailty Unit. Your teamwork has made a real and lasting difference.
You Made a Difference - Eilidh Nicol, Clinical Nurse Specialist, Paediatric Diabetes
When a child is diagnosed with diabetes, life changes overnight — not just for them, but for their whole family. It can feel overwhelming, frightening and, at times, impossible to manage. For many families at CUH, Eilidh Nicol is the person who helps make sense of it all.
Since joining the Paediatric Diabetes team in 2021, Eilidh has been a steady source of knowledge, support and reassurance. She works closely with children, young people and their families, helping them navigate every step of living with diabetes — from the first days after diagnosis through to growing independence.
Eilidh is a compassionate and dedicated nurse who puts children and families at the heart of everything she does.
Nazia Bhatti
Eilidh is known not only for her expertise, but for the warmth she brings to every conversation. She takes the time to explain, to listen, and to understand what each child and family needs.
One family shared their journey with Eilidh after their son was diagnosed with Type 1 Diabetes at just 13 years old. Already facing other challenges, he found the diagnosis difficult to accept and initially refused all treatment.
What followed could easily have been an uphill struggle. But Eilidh approached it differently — with patience, understanding and determination.
We never thought we would get to this point… but Eilidh has worked tirelessly with our son and our family.
Eilidh created a step‑by‑step plan, meeting with the family regularly to build trust over time. She adapted her approach to suit their son’s needs, working alongside psychology colleagues and staying in close contact — often replying to their many emails and questions with care and reassurance.
Progress didn’t come overnight. There were setbacks along the way. But Eilidh remained positive, encouraging and consistent.
Two years on, that same young person is managing his diabetes with growing confidence. He now wears a sensor regularly, has started using a pump, and is beginning to take control of his own health.
For his family, it’s something they once thought was out of reach.
She has been patient with us all. We cannot thank her enough.
Eilidh’s support extended beyond clinical care. She met with parents separately to help them understand how best to support their child — offering guidance, reassurance and a listening ear when it was most needed.
Eilidh’s colleagues describe her as hardworking, thoughtful and generous with her time — someone who always goes the extra mile for patients and the people around her.
She helps families feel confident and reassured.
Her work changes lives in quiet but powerful ways — building confidence, easing fear, and helping young people move forward with hope.
Congratulations, Eilidh. Your care, patience and kindness truly make a difference.