Royal Free London NHS Foundation Trust Staff, members, and governors’ magazine // March / April 2026 Welcoming, inclusive and adaptive Supporting children and young people with autism
Husband and wife Jonathan and Sharon Portner Follow our X account @RoyalFreeNHS to see what our patients and staff are saying about us “Sharing our road to recovery” 3 to the March/April edition of our bi-monthly staff, members and governors’ magazine. Our first staff survey results as a newly enlarged organisation have been published this month. What I’m most pleased about is that the RFL has exceeded the national results in the majority of categories, with our scores showing stability and resilience through a year of massive organisational change. Analysis will now be taking place to see what improvements are needed to make sure we keep striving to make the RFL the best place to work. Thank you to everyone who completed the survey – read about our results on page 10. We launched our new intranet for staff in November last year in response to your feedback on intranet access. We fundamentally redesigned the platform with input from staff across the organisation. Since then, you have logged in and started using the new features it has to offer – including personalising your homepage and completing tasks. Find out about how to get the most out of Freenet on pages 6 and 7. On page 5, you can read about North Mid’s paediatric emergency department team who have received national recognition for their work supporting children and young people with autism. As we welcome the start of the new NHS year, we are collectively driving improvements across all our services – I am excited about what we will achieve in the year ahead. As always, and particularly in current times, please take a moment to check in on your colleagues and look after one another, and yourself. Thank you for all that you do. When a couple thanked Jonathan and Sharon Portner for sharing their live kidney donation story at the end of an information evening, it felt like things had come full circle. Grateful for the care they had received, Jonathan and Sharon happily agreed when their transplant nurse co-ordinators asked if they would consider telling their story. They agreed to speak at an event in the RFH atrium after recalling how much hearing from others had reassured them ahead of their own life-changing procedure. Jonathan, 74, was diagnosed with chronic kidney disease (CKD) four years ago as a complication of long-standing type 2 diabetes. After a couple of years monitoring his condition, Jonathan, a retired dentist, was told he would either need dialysis or a transplant, and he was referred to the RFH. The couple’s three children, and even Jonathan’s 85-year-old mother-in-law, offered to donate a kidney. But 64-year-old Sharon, a podcast producer, was determined she would be the donor. Sharon said: “I didn’t feel brave or heroic, I just felt certain that this was the right thing to do. I met with the nephrologist and underwent extensive testing. No stone was left unturned in making sure I would be sufficiently healthy and a suitable donor. “Everyone we encountered in the Royal Free Hospital’s kidney transplant team was thorough, professional and caring. Everyone worked together like a well-oiled machine.” There was also a thorough consent process, giving both the donor and recipient plenty of opportunities to ask questions. Jonathan said: “We found the education session at Edgware kidney care clinic invaluable. You can ask anything on your mind in a small group as nothing is too trivial.” Asha Johnson was Jonathan’s transplant recipient co-ordinator and Catherine O’Malley became Sharon’s donor co-ordinator. “Not only were they caring and gave helpful advice, but each one made us feel like we were their only patient,” said Sharon. Preparing for life after surgery meant making practical arrangements such as filling the freezer. Sharon cleared space in her diary, cancelling anything unimportant and the couple’s children set up a WhatsApp group for friends and family. She said: “This turned out to be incredibly important as it kept everyone informed when we simply didn’t have the energy to respond to phone calls, messages or unannounced visits, however wellintentioned they were.” Sharon spent five days in hospital, while Jonathan stayed a week after surgery. As they reflected on their recovery, both emphasised just how important patience had been. Sharon explained: “I’m back exercising, seeing friends, managing family life and living perfectly normally with one kidney. If you’re considering becoming a living donor the process is rigorous and very carefully planned because your safety matters. You’re supported at every stage and ultimately it is about informed consent and helping someone you care about.” Jonathan concluded: “Thankfully my new kidney has worked well from day one. I’m slowly building up my fitness as well as socialising and driving more. We’re profoundly grateful to the entire Royal Free Hospital kidney team for their dedication, professionalism, outstanding care and ongoing support.” Hello and welcome Peter Landstrom Group chief executive Key to abbreviations: Barnet Hospital: BH Chase Farm Hospital: CFH North Middlesex University Hospital: North Mid Royal Free Hospital: RFH Royal Free London: RFL 2
5 4 Patients receiving chemotherapy at North Mid can now get clinical massages as part of their care. The Royal Free Charity has expanded this specialist therapy to North Mid following the merger with the RFL. “The patients all seem really appreciative of what we’re doing so it’s great to be able to offer the service here,” said Teres Hosszu, the charity’s senior massage therapist. “We are often on the journey with the patients over long periods of time,” Teres added. “Being there throughout their treatment gives them a familiar face and helps them to feel more comfortable.” Delivered alongside medical care, massage therapy can help reduce stress, anxiety and pain, supporting patients through the physical and emotional challenges of treatment. Will you Brave New Heights? It’s not too late to sign up for Brave New Heights – the Royal Free Charity’s annual abseil event. This June, you can do something unforgettable and descend 90 feet down the side of the Pears Building at the RFH, guided by a team of elite Royal Marines. • When: Friday 19 and Saturday 20 June • Registration fee: £30 • Minimum fundraising target: £200 Every pound raised helps the charity provide support across RFL hospitals, including funding staff wellbeing projects and clinical research that improves outcomes for patients. Julie Hamilton, RFL group chief nurse, was the first RFL colleague to take on the challenge. She said: “I was scared, but it reminded me that the few seconds of fear I faced are nothing compared to the courage I see every day in our hospitals.” Be part of the RFL team taking on Brave New Heights: you can sign up, individually or as a team, at royalfreecharity.org/abseil It can feel overwhelming to be in a waiting room “ “ Massage therapy launches at North Mid Patient receiving a clinical massage at North Mid Could you be a hero this summer? Electronic prescribing (EPS) is being introduced across the RFL’s emergency departments and urgent treatment centres to improve patient experience and help people get home sooner. EPS enables prescribers to send discharge prescriptions electronically to a patient’s community pharmacy. This means patients have the choice to collect their medicines more conveniently from a local or nominated pharmacy, often closer to their home or place of work. Electronic prescribing to speed up patient discharges Patients will also be able to view and manage their nominated pharmacy through the NHS app, giving them greater control over where they collect their medicines. Kevin Cahill, pharmacy project lead, said: “The electronic prescribing rollout in our emergency departments is a major step forward for patient care. “It streamlines the process for clinical teams and offers patients a quicker, safer, and more convenient way to get their medicines after leaving hospital.” The dedicated work of North Mid’s paediatric ED to support children and young people with autism has received national recognition. North Mid is the first paediatric ED in the trust to receive The National Autistic Society Inclusion Award. The team are deservedly proud of their achievement in delivering a truly welcoming, inclusive and adaptive environment for patients with autism. Achieving the accreditation involved many different aspects, including ongoing staff training to improve understanding of the experiences and challenges faced by people with autism, as well as how best to support them with sensitivity and confidence. The new approach begins at the front door with reception staff identifying patients who have additional needs so their care can be tailored from the outset. The receptionist adds a blue square next to their name on the computer record so clinicians and nurses can see. The square remains attached to their hospital electronic record for further attendances. Calmness, clear communication … and cookies Katie Knight, clinical lead for North Mid paediatric ED, said: “We know for someone with autism it can feel overwhelming to be in a waiting room, even one as child-friendly as ours, so a lot of options are now available. We have quieter spaces where the patient can wait, or if they have come by car they can wait there until we phone to say the clinician is ready to see them. We also try and prioritise them so they are seen sooner if possible.” Other tools include communication pictures, which can help explain changes and next steps to patients who prefer to communicate this way. There is also the offer of ear defenders, sensory toys to provide distraction and the early involvement of a member of the play team to help minimise distress. Another important part of the journey is the new ‘All about me’ passport. This is given to parents to fill out and includes helpful information such as likes, dislikes and potential triggers. The passport is completed on the first visit and then can be used going forward so that families don’t have to keep communicating the same information to staff. Ongoing feedback is collected from patients and families using the service through QR code feedback forms. Feedback is regularly shared with staff to drive ongoing improvement. Katie explained how the hard work is paying off. She said: “We’ve noticed how everyone is more aware of our autistic patients and the adaptations we can offer. It makes things easier all round and parents have commented positively on changes we’ve made. “It’s very much about treating the individual. One boy was so anxious when he arrived that staff didn’t immediately attach him to monitors, which are very loud and beep. Instead, the team provided him with sensory tools such as an elastic fidget toy and the play specialist provided further support, bringing an iPad tablet and cookies. “In this case we were able to rule out serious medical causes, there was minimal distress to the patient, and we developed a good relationship between the family and healthcare services.”
6 7 Making Freenet work for you More pages are being viewed each month on your staff intranet, Freenet, than there are people living in Iceland and the Bahamas combined. So what does 800,000 page visits each month really mean, why does it matter, and why is it just the start of how Freenet will support colleagues across all our sites and services? The revamped site relaunched at the end of November last year with a mission: to solve the issues you were telling us loud and clear you faced with our previous staff intranets. Before we made any decisions about what it would look like, we held several online sessions to hear from colleagues, conducted a user survey, and held other listening events to collect views and understand what you wanted and needed from a new intranet. Thanks in huge part to your help and support, our new Freenet is now: • the single intranet for the group, with My North Mid – North Mid’s staff intranet – closing last November • fully compliant with national accessibility standards • free of any access or login issues – any colleague with an NHS email can login. But that was just the start of what we knew needed to improve and the intranet has been shaped around the feedback we received from staff. One key thing we heard was that you often visit Freenet to try to find or do something, be it to download a policy, complete a form, or find a contact number. We built the new site with this front of mind – you may have noticed that you can search for a specific task via our ‘complete a task’ page. Whether you want to find out how to book a courier or how to get a copy of your payslip, visit freenet.royalfree.nhs.uk/taskfinder and use the search to find what you need. You also told us how important personalisation was You can now bookmark up to six pages by clicking on the ‘add to my saved links’ button that appears at the top-right of every page. These saved pages can be accessed and edited from the homepage, and from your profile. You can also see which pages you visit most often. These can be accessed from the homepage too and from your profile, where the list can be reset. And talking of profiles, the ability for colleagues to find each other via a high-quality staff directory came through clearly when we asked you what you needed from a new intranet. That’s why we ask all our colleagues to provide a few key pieces of information as a minimum so staff profiles can help you get in touch with each other. Visit freenet.royalfree.nhs.uk/staffdirectory to search for a colleague by name or job title. Your new intranet also has an all-new events calendar. You can request that an event be added to the calendar by submitting a form. Visit freenet.royalfree. nhs.uk/events to do this and to see what is happening across the trust. We have also made improvements to our policies and guidelines hub, with a more intuitive search that is also able to search for words that are across the document itself. So why do these numbers matter? They help us understand how the site is being used, and what is and maybe isn’t working. By analysing the data, we can better understand what we need to improve. Improving your new Freenet is key – we know it needs to continue to evolve to meet your needs and respond to your feedback. We will continue to regularly seek your views and make changes that help you get the most out of the platform. And you can always let us know what you think of a particular page, or iin general. Most pages have a ‘is there something wrong with this page’ form towards the bottom – if you spot an issue, let us know via that form. If you have a general comment, please email us at rf-tr. freenet@nhs.uk. Freenet will only ever be as good as the content on it, so thank you to all the colleagues who helped the digital communications team build our new site, as well as all those who fed back on it and tested it. Keeping that content up to date and relevant is crucial so please do ensure every page that sits within your team, service or department has a content editor who can update your page(s). Visit freenet.royalfree.nhs. uk/freenettraining to access the online training and all the information you need to edit content. Freenet in numbers We’ve seen a more than 27% increase in Freenet usage compared to last spring, and not only that, but the number of you visiting on your mobile has increased five-fold. We wanted to ensure it could be accessed easily on the go, wherever you are, and whichever device you are using. Of the more than 2.4 million page visits to our new intranet in its first three months, over 165,000 of you have searched for a clinical or non-clinical app via freenet.royalfree.nhs.uk/appfinder. And more than 133,000 of you have searched for a document, such as a policy or guideline. Visit freenet.royalfree.nhs.uk/documents to see the different ways you can search for a document you need. 27% 2.4m 133k
8 In a place where every second counts, changing a space can be transformative. The newly redeveloped emergency department (ED) at BH is already doing just that – creating a smoother, faster and more efficient experience for patients and staff. The ambulance handover and triage areas have doubled in size. Twice the amount of trolley space is available and there is a new ‘fit to sit’ area for mobile patients arriving by ambulance, as well as two extra bed spaces. Two mental health bays, a family room for relatives, and a large reception desk and nursing station are also incorporated into the design. A new, expanded paediatric ED has also opened, with its own entrance and a dedicated 24/7 reception. The redesigned space includes 50% more clinical space, an additional triage room and more than double the number of waiting area chairs. There is also a dedicated place-of-safety room for children experiencing a mental health crisis, and a calming sensory room for patients with learning difficulties. We caught up with staff working in the new space to find out how it’s positively impacting patient care and staff experience. Ambulance handover Ella Curran, emergency department assistant (EDA), said: “It’s brilliant having more room to work and examine patients. As an EDA, we bring in a lot of equipment and previously we were a bit squished between trollies but now we have so much more space to help and talk to patients.” Paediatric ED Having a separate ED entrance for paediatrics sets the tone straight away, with a relaxed a relaxed environment which helps put children and their parents at ease. Luke Brown, ED matron, said the investment in the building had allowed them to change how they deliver care. He said: “It’s exciting and staff are proud to work here. We’re able to allocate nurses to different areas – triage, an open pod area and cubicles – which allows us to work far more efficiently. It is amazing to see how energised staff are by their new surroundings. “From the patient, parent or carer perspective, being able to see more of the clinical and admin teams from the waiting area has made a real difference – it’s had a genuinely positive impact. Time to initial assessment has dropped significantly and I think that has played a big part helping to dramatically reduce incidents of violence and aggression.” Samantha Milton, advanced clinical practitioner, said: “The new space is very child friendly, with bright wall decorations and lots of toys to play with. It’s warm and welcoming, which is so important when patients might be feeling anxious or upset. It’s also a much better environment for staff to work in and the layout supports flow through the department.” Mahesh Sivaji, charge nurse, said: “The new layout ensures patient privacy, with separate cubicles for examinations.” Yael Benson, team lead physiotherapist, said: “We have more capacity. That means there are more patients in the department at any one time who need therapy input, but we are successfully managing that. We’ve always worked well alongside the nurses, but the new space has enhanced that partnership.” Russell Durkin, clinical director for ED, said more activity can now take place when patients first arrive. He said: “We’ve had a focus on rapid assessment and treatment which enables the senior clinician to make decisions at an earlier point in the patient’s journey, helping us speed up investigations and care. “With more space visibility there is better communication across the entire ED, as well as with the bed and site teams, helping patients get to where they need to be more quickly.” 9 The design means we can keep an eye on everything that’s going on Ambulances can get back in the community “ “ “ “ Staff from the ED multidisciplinary team pictured by the new nurses’ station Making space for transformation Ella Curran Mahesh Sivaji L-R: Goreti Duarte, ED senior operations manager and Russell Durkin, ED clinical director L-R: Luke Brown, ED matron, and Samantha Milton, advanced clinical practitioner Rachna Ravade, staff nurse, pictured with the ‘rocket’ tent Every detail has been carefully considered, including calming green and blue lighting in a new sensory room for patients with learning difficulties – colours widely recognised as supportive for people with autism. Rachna Ravade, staff nurse, said: “The separate space and calming, adaptive lighting lighting help soothe patients – allowing us to carry out observations in the ‘rocket’, essentially a large, padded tent.” Another important improvement is that the team can now work without interruption, thanks to a new door separating the clinical area from the waiting room. This means reception staff can update patients on waiting times while clinical staff focus on essential tasks, such as preparing medications. She added: “We also love the nurses’ station as the design means we can keep an eye on everything that’s going on.” Generously sized pod areas – essentially semicurtained observation booths – give staff space to come together and discuss each patient’s care. Everything in the department is designed with a view to making streaming, triaging and observations much easier. Nasmin McFarlane, EDA, is delighted with the new space: “It’s a huge upgrade.” Dr Rahul Chodhari, consultant paediatrician, said: “No-one wants to be in hospital for longer than necessary and our new ED enables us reduce the time people have to spend in our department. The feedback we have had from patients and families who have experienced the old ED, and the new one, is that we have got it right, and they appreciate all the changes.” Goreti Duarte, senior operations manager for ED, said: “The growth in demand in recent years has been huge and our space didn’t reflect that. Now we’ve more than doubled our capacity. That’s enabling timely handovers so ambulances can get back into the community.”
Governors’ update 10 11 Staff survey results provide insight into life after merger The 2025 staff survey results are in – and the RFL has exceeded the national scores in the majority of survey categories. The results are the first to combine responses from colleagues at North Mid with BH, CFH and group clinical services, and the RFH, providing our first benchmark as a single enlarged trust. More than 9,000 colleagues took the time to share their feedback – a response rate of 52%. The staff survey helps identify areas where the trust is performing well and where improvements need to be made to enhance staff experience. Our results The trust scored higher than the national average in seven out of nine of the survey categories, with staff engagement and morale scoring well above. Over 62% of staff said they would recommend the RFL as a place to work, 4% above the national average. Similarly, 64% said they would be happy for a friend or relative to be treated at our hospitals – 3% higher than national trends. Compared to NHS averages, more colleagues felt their appraisal process helped improve the job they do (40%), facilitated clearer objectives for their work (46%), and helped them feel their work is valued (40%). Areas of focus Feedback from the survey also highlighted that we need to enhance staff voices and access to development opportunities. We also need to maintain our efforts to address bullying, harassment and abuse within the organisation. Peter Landstrom, group chief executive of the RFL, reflected: “Thank you – your voices have helped paint a vivid and authentic picture of life at the Royal Free London. Even amid the significant organisational change we’ve had over the last year, it’s inspiring to see our results reflect stability, resilience, and a continued sense of positivity. “A key part of the survey is also understanding what initiatives will help make the Royal Free London the very best place to work. One of our top priorities will be strengthening access to our freedom to speak up service and empowering staff to raise issues that matter to them, while continuing to foster a safe, inclusive and respectful workplace culture where bullying, racism, harassment and abuse of any kind are not tolerated.” What’s next Work will now take place to address areas needing improvement. Our health units will review their local results alongside organisational-wide actions being agreed. We will also identify what is working well and share best practice across the trust. Read our staff survey results in full on Freenet. Become a member of the RFL and help make a difference You can become a member of the RFL for free if you live in England, are 16 or over, or are a carer for a patient that is under 16 years old. By becoming a member, you’ll be able to stand for election as a RFL governor or elect governors to represent your interests, keep up to date with the latest developments and news, and be invited to events at about local health services. More information can be found on our website, or you can email rf.membership@nhs.net. Governors and NEDs explore surgical innovation and emergency care Meet your new governors Last October, we were delighted to welcome 10 new governors to the council across all constituencies. Below, you can get to know some of your newly elected staff governors. We will introduce our other new governors in future editions of Freepress. • Georgia Lucas qualified as a medical doctor in 2018 and became a GP in 2023. She is currently the clinical lead of Capetown and Canterbury wards at CFH and also serves as a GP in the community. Georgia has a strong interest in integrated care, functional rehabilitation, and improving patient flow between hospital and primary care. • Jasmin Mathew has over two decades of experience working within the NHS as a nurse. She plays an active role in the training and development of staff and prospective nurses. Jasmin is passionate about driving improvements in patient safety and experience. • Olaniyi Alajiki has worked at the trust since 2019 and is a healthcare assistant at North Mid. He is a local resident who is dedicated to reducing healthcare inequalities. Governors and non-executive directors (NEDs) were given a close-up look at the life‑saving work taking place inside RFH’s theatres and intensive care unit, and BH’s emergency department during the first ‘go see’ visits of the year. A highlight of the visit to RFH’s theatres was witnessing the hospital’s newest da Vinci Xi surgical robot, funded by the Royal Free Charity, in action during liver surgery. It offered a compelling insight into how advanced technology is transforming surgical precision and improving patient outcomes. The next visit focused on BH’s newly redeveloped emergency department. Governors and NEDs took part in a detailed walk through of a patient’s journey through the department – from arrival, whether by ambulance or self‑presentation, through to discharge or admission to a ward. Across both visits, governors and NEDs saw first‑hand the unwavering commitment of staff and the realities of delivering care in high‑pressure, high‑demand settings. January ‘go see’ visit with theatres and liver critical care unit teams at RFH Georgia Lucas Olaniyi Alajiki Jasmin Mathew
60 seconds with… Sonalee Vadera-Jethwa Patient navigator, oncology, RFH Tell me a bit about your role: The main purpose of my role is helping streamline the pathway for patients in oncology, particularly in the breast department, making sure things like scans and appointments are all set in place. We do a lot of work with other departments, particularly radiology, so it’s important to build a good rapport to make sure scans and reports can be done in a timely manner. Every day is different but you’ve just got to be organised and prioritise. How did you get into this role? I’ve been in this role since 2018 when I made the move from retail to bank staff in outpatients, which is where I got a grounding in all different specialties. I then moved to urology but thought I’d like to continue expanding my knowledge, and I always had an interest in the cancer side of things, so I moved into oncology. What advice would you give to someone considering a career in this field? I think the skills involved were very transferable from my retail job. You don’t have to have fully-formed office and admin skills, you just need to have good communication skills, as well as be respectful and welcoming. Although in retail it’s a completely different scenario, you often deal with situations in a similar way, being mindful of what people are going through whilst being confidential too. Dealing with patients isn’t too dissimilar to communicating with customers — it’s just about being kind, considerate, organised and friendly. What are the most significant challenges in your role? It has to be communicating with other hospitals. If someone has had a scan elsewhere, it can feel like being Sherlock Holmes trying to get hold of the information. Sometimes we’re in the firing line dealing with patients’ frustration over the phone as we’re the first people they get hold of. It’s important to listen and put yourself in their shoes, thinking how you’d feel if it was one of your family members. Are there any things you’d do differently? If we could have patient data in one system, even just for all the local boroughs, that would be amazing. It’d be so useful for us and the doctors to have all the information in one place and save us ringing around lots of different hospitals. As tech develops, I also hope we’ll have more tools to help us work smarter. What is the best part about your job? I think seeing someone cancer-free, discharged and making a recovery. Watching someone pull through the hardest times and going into remission, knowing you’ve made a difference, is just the best, best thing. How do you like to unwind away from work? Walks are my thing and listening to music, particularly Bollywood. Sometimes after work I’ll put my headphones on, zone out and go for a walk to help me unwind. 12 Taking care of your wellbeing Every day, our staff go above and beyond to care for our patients. Please take the time to also look after your own wellbeing: • 24/7 helpline (out of hours) contact Care First on 0800 174319 (24/7) service) for emotional and psychological support or access online via carefirst-lifestyle.co.uk; login details can be found on Freenet • Contact the Samaritans (on 116 123), NHS Helpline (111) or your GP • Cost of living worries can have a huge impact on our mental health – visit our financial wellbeing page on Freenet • Visit Freenet for a range of resources, information and other wellbeing tips
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