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To mark Patient Experience Week, we’re sharing an interview with Ann Brown, a Nutritional Assistant.

Ann recently received some wonderful feedback from a patient about the care and support she provided. We wanted to take this opportunity to shine a spotlight on Ann and recognise the difference she makes every day.

We asked Ann a few questions to learn more about her role and what inspires her in her work.

Can you briefly describe your role and main responsibilities within the NHS?

As a Nutritional Assistant in emergency department, I help make sure patients get meals that suit their individual needs and support them with eating if they need assistance. I spend time talking with patients about their meal choices, making sure they’re comfortable, and encouraging them to eat and drink. I also offer patients drinks regularly when they’re able to have them, to help keep them hydrated. I keep an eye on how much they’re eating and drinking and let the nurses know if there are any concerns, while working closely with the team to support patient’s overall care.

Why do you think your role is important to patient care and the wider team?

My role is important because it helps ensure patients are getting the food and fluids they need to recover well. By supporting patients with eating, encouraging them to drink, and spending time talking with them, I help improve their overall comfort and wellbeing. My role also takes pressure off the nursing staff by helping with mealtimes and monitoring intake, which allows them to focus on other clinical duties. Overall, I support the wider team by contributing to patients’ day-to-day care and helping ensure they receive well-rounded, consistent support.

What do you find most rewarding or satisfying about your role?

What I find most rewarding about my role is being able to make a real difference to patients’ day-to-day experience and seeing them happy. Even small things, like helping someone enjoy their meal, encouraging them to eat a bit more, or offering a drink when they need it, can have a big impact on how they feel. I also enjoy talking with patients and building a rapport, especially when they might be feeling unwell or low, as it helps brighten their day. It’s really satisfying to know that I’m supporting their recovery and comfort, and I feel valued as part of the team, especially as staff notice the impact when one of us isn’t there, which shows how important the role is in supporting overall patient care.

What does “patient experience” mean to you in your day-to-day work?

To me, patient experience in my day-to-day work is about making sure everyone is happy, comfortable, and that patients’ nutritional needs are met. On challenging days, when patients may be waiting longer, it’s especially important to make sure no one feels forgotten and that, if they’re able, they’re still offered refreshments and support. We’re a busy team, but we communicate well, which helps us make sure patients continue to receive good care and feel looked after.

Patient feedback about Ann:

“I was on my own at the hospital and felt quite lonely, especially during the night. Ann would come by regularly with her trolley and a huge smile on her face, always taking a moment to stop, chat, and offer a sandwich, biscuit, or a cup of tea. Those small acts of kindness meant so much. They truly lifted my spirits and helped me through. I can’t express how important that was to me.”