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Leading compassionate care
As Inpatient Services Manager at Thames Hospice, Emma Fitzpatrick-Burke leads the nursing team caring for patients and families during some of life's most challenging moments. She is passionate about creating an environment where every person is treated with compassion, dignity and kindness.
From leading the Inpatient Services Team and managing resources to ensuring patient safety, quality and compliance, no two days are ever the same.
"I manage everything to do with the inpatient service," she explains. "That includes staff, equipment, patient safety, compliance and making sure we deliver the best possible care."
"Every day is different, which is part of the joy of the job. You never quite know what you're coming into."
At the heart of everything Emma and her team do is supporting patients who are receiving symptom control care or approaching the end of life.
"It's all about patient care and providing individualised support," she says. "Every person who comes through our doors is unique."
What good care means
As we celebrate Good Care Month, Emma believes good care goes beyond meeting clinical needs.
"Good care is treating someone as you'd like to be treated yourself," she says. "It's about the added extras, preserving dignity, and treating someone as a person rather than as a patient."
For Emma, delivering outstanding care is always a team effort.
"No one person provides hospice care alone," she says. "Every member of the team plays an important role in making sure patients and families receive the support they need."
Inspired by personal experience
Emma's path into palliative and end-of-life care was influenced by both professional and personal experiences.
While she had worked in related areas previously, personal circumstances helped her recognise the profound importance of hospice care.
"It made me realise how important the work we do is," she explains. "What we do lives on in people's memories long after we're gone."
That understanding continues to motivate her and reinforces the impact hospice care can have on patients and their loved ones.
The unique nature of hospice care
For Emma, one of the things that makes hospice care so special is the environment itself.
"The atmosphere, the calmness and the time we have with patients make a huge difference," she says.
Unlike many healthcare settings, the Inpatient Services Team is able to spend more time getting to know patients and understanding what matters most to them.
"We have the privilege of being able to individualise care. One size doesn't fit all, and we can tailor support to people's needs, beliefs, culture and personal wishes."
Going above and beyond
The inpatient team is dedicated to making meaningful moments happen for patients and families.
For Emma, it's often the smallest acts of kindness that leave the biggest impression. Whether it's helping someone sit outside to enjoy the sunshine, arranging a visit from a beloved pet (or even a horse) or simply taking the time to listen, it's about understanding what matters most to each individual.
"It can be something as simple as helping someone sit outside and feel the sun on their face," Emma says. "Or it can be organising for a dog or horse to come and visit. It's about finding out what's important to that person."
These moments often become lasting memories for patients and their loved ones.
Supporting the whole family
Providing care for families is a vital part of hospice care, and Emma believes communication, compassion and understanding are key.
"Our staff receive additional communication training because those conversations are so important," she explains. "We support people through care, compassion and communication, helping families navigate an incredibly difficult time."
The Inpatient Services Team works closely with colleagues across the Hospice, including doctors, physiotherapists, occupational therapists, discharge nurses and pastoral care teams.
"Working together means we can support the whole person and their family, providing care that meets their physical, emotional, practical and spiritual needs."
A team that cares for each other
Supporting patients and families through end-of-life care can be emotionally demanding, which is why staff wellbeing is so important.
"The team supports each other incredibly well," Emma says.
Alongside day-to-day support from colleagues, staff have access to reflective supervision, mental health support and debrief sessions following particularly difficult experiences.
"We make time to reflect on how situations have affected us. We're all human, and it's okay for this work to affect us emotionally."
Proud of the people around her
When asked what makes her most proud, Emma doesn't hesitate.
"It's the level of commitment from the team and how caring and compassionate they are," she says. "The amount of time and energy they're willing to give is incredible. It's those people who make Thames Hospice such a special place."
One of the biggest surprises after joining Thames Hospice was the atmosphere created by staff and volunteers alike.
"How happy it is here, really," she says.
A message for Good Care Month
During Good Care Month, Emma hopes colleagues across the Hospice take a moment to recognise the difference they make every day.
"I'd like people to remember what a great job they're doing and how amazing they all are," she says. "This environment feels normal to us because it's what we do every day, but it isn't a normal environment. Keeping it a happy, caring and supportive place for patients and families is so important."
For Emma, hospice care is about helping people through one of the most difficult times they will ever face.
"We help support and guide people through what is often the most challenging part of their lives," she says. "And that's a privilege."
This Good Care Month, Emma hopes every member of the Hospice team takes a moment to recognise the difference they make.
"I'd like people to remember what a great job they're doing and how amazing they all are. For the people and families we care for, the kindness, compassion and support they receive will stay with them long after they've left our care."