Living by our values: Rakhee Shah’s story of caring with compassion
The new Trust values are Accountability, Inclusion, Compassion, and Empowerment. These have been designed by our staff to guide our behaviours, shape care delivery, and help us build trusted relationships with patients, communities, and each other.
Our values were published in our new Trust Strategy 2025-30 which launched in July 2025 and support our mission to enable thriving communities that give our children the best start in life and adults greater independence.
Compassion means that we show kindness, empathy and understanding to patients and colleagues and build trusted relationships, listening without judgement. Clinical and Operational Podiatry Lead, Rakhee Shah’s professional and sensitive approach to caring for a patient in need of urgent podiatry intervention demonstrated the value of compassion at its best.
The patient presented with urgent footcare needs significantly impairing any attempt to mobilise, limiting physical rehabilitation and causing considerable personal pain, distress and embarrassment for the patient.
Recognising the urgency and sensitivity of the situation, Rakhee immediately prioritised the patient, demonstrating clinical skill alongside genuine empathy. The intervention was delivered discreetly and respectfully, ensuring the patient felt safe and dignified throughout. Following treatment the patient expressed deep appreciation, regained confidence, and was able to fully engage in their physical rehabilitation programme following the treatment.
Chris Mackay, Head of Clinical Services for Inpatient Rehabilitation, who nominated Rakhee Shah for the Employee of the Month Award, said
“This is an excellent example of person-centred care and teamwork at its best, responding promptly to a clinical barrier with compassion and enabling progress towards recovery. The impact was not only physical but emotional, with the patient feeling truly heard and cared for.
“Rakhee and the podiatry team exemplified the Trust core values and is highly deserving of recognition.”
Rakhee Shah spoke about what the value of compassion means to her:
“Compassion to me is about seeing the person behind every condition. Taking the time to hear and truly understand them. It is weaved into of how I show I care, communicate and contribute. Compassion to me is about finding a way of how I can use all my medical knowledge qualifications and skills to help and support a person at that time and make a difference to them in their life.
“I want to help give them something back that they may have lost like confidence independence or comfort. Or take something away that is unhelpful like pain, hopelessness or feeling stuck. Then making sure I do it all with kindness.”
