Your Service Delivery team works tirelessly to keep the hospice running safely and smoothly. Their work often goes unseen, but it is vital in ensuring the best environment for care. We spoke with Dan Newbould, our Deputy Executive Service Delivery Manager, about his role and what it means to be part of Saint Michael’s.
What makes hospice care special?
Hospice care is so special because, regardless of your role, you’re directly contributing to patient care. Whether you are administering medication or cutting the grass, every single task has an impact on the quality of care we give.
What makes your role challenging?
My role is both rewarding and highly challenging. It is rewarding because I get to talk with lots of people and come up with creative solutions to best meet their needs. However, it is challenging because I have to balance organisational boundaries such as statutory requirements and budget allowances, and these things rarely align. Healthcare is a 24/7 environment where safety, compliance, and reliability are absolutely essential. Any failure can affect patient safety or disrupt vital services, whether in our hospice buildings or across our retail shops. I manage responsibilities that cross many departments, from compliance and infection control to building systems. These are often time-sensitive and need to be managed within strict funding and cashflow constraints. That said, the role is also deeply fulfilling, because I can see the difference my work makes in creating safe, efficient, and sustainable environments for everyone who comes through our doors.
What has been a memorable experience that really shifted your perspective on your work?
One of the biggest challenges and memorable moments for me came last winter when we faced a major crisis with our boilers. They were more than 20 years old and in desperate need of replacement, but we hadn’t been able to replace them due to limited funds. One of the boilers had already broken earlier in the year and couldn’t be fixed, so when the second, our only working one, stopped on Christmas Eve, it really hit us hard. No boiler meant no hot water, no heating, and no way to keep the hospice running as it should but, patients come first and we had to act quickly.
We worked together as a team to make sure patients were comfortable, using urns for hot water, bringing in electric heaters for rooms, and switching air conditioning units to heating mode. It wasn’t perfect, but it kept the hospice warm and safe and meant our patients remained cared for.
Later, thanks to the creativity of an emergency plumber, we removed a working part from the broken boiler and fitted it into the other one, restoring it to working order. That moment really showed me the resilience of our team and just how vital infrastructure is to protecting the comfort and dignity of our patients.
If you could say one thing to encourage people to support their local hospice, what would it be?
I’d say that there are so many ways you can make a difference as, without our community, there would be no Saint Michael’s. Donations are vital, but giving your time as a volunteer is just as important. Whether you’re helping on our Inpatient Unit, supporting at events, or working in our shops, every contribution helps us keep the hospice running and makes sure our care remains for those who need us.
Like Dan, our team makes a real difference every day. You can help us keep this care going by donating today. Every gift helps to make a real difference to the care we provide.
