Norfolk and Norwich University Hospital has appointed Alex Watson as its first ever Memory Maker, a pioneering role designed to bring comfort, compassion and lasting memories to patients nearing the end of life and the relatives preparing to say goodbye.

Working across adult inpatient wards, Ms Watson will lead and co-ordinate a team of specially trained volunteers who will support families through those final moments by helping them create treasured mementos.

NNUH (Image: Supplied)

These will include memory boxes, hand casts, fingerprint trees, personalised letters and recorded stories capturing voices that families can keep forever.

Hospital leaders say the post is believed to be one of the first of its kind in an acute hospital setting, where end-of-life support has traditionally focused on medical care rather than memory making.

The role has been funded for an initial 18 months by the N&N Hospitals Charity as part of a drive to transform end-of-life care for Norfolk families.

For many relatives, a hospital death can come with shock, fear and little time to prepare. Staff hope the new service will help create moments of calm, dignity and connection amid the distress.

Ms Watson, 50, who joined the trust in December, said her journey into end-of-life support began through caring for members of her own family.

She said: “My work in this field began through personal experience, caring for family members at the end of their lives.

“After a diverse and fulfilling career across Europe, I sought a new direction and discovered the role of a Soul Midwife and End-of-Life Doula.

As Norfolk's first ' memory maker' she is dedicated to delivering gentle end of life care (Image: Supplied)

Mood lighting and soft furnishings to create a home from home feel for terminal patients (Image: Supplied)

“Bringing this experience and training to my work at the NNUH is incredibly rewarding. It allows me to help patients and their families live their lives as fully and richly as possible, creating meaningful memories, keepsakes and moments of connection as they embrace each moment to the fullest.”

She brings a varied background to the role.

She holds a degree in French and Spanish, trained as a theatre and performance practitioner and has worked for the past decade as a dementia support and end-of-life senior care worker.

She has also been involved with organisations focused on death, grief and compassionate care, including Norwich Death Café, Dying Matters and Compassionate Communities.

As part of the new service, Ms Watson will also help expand the use of “Home from Home” boxes already available to end-of-life patients.

The boxes are designed to make clinical hospital rooms feel warmer and more peaceful, containing battery candles, fairy lights, diffusers and china cups for hot drinks.

The aim is to create a gentler environment where families can sit together, talk, reflect and spend meaningful final time with loved ones.

She will also support palliative care patients who may be in hospital for some time before returning home, helping them enjoy experiences through virtual reality headsets.

This could include revisiting favourite beaches, countryside walks, cities or special places they may no longer be able to physically reach.

Hospital bosses say the combination of practical comfort and emotional support could make an enormous difference to families navigating grief.

Mood lighting and soft furnishings to create a home from home feel for terminal patients (Image: Supplied)

Norfolk and Norwich University Hospital (Image: Newsquest)

Dani Ayre, matron for palliative care, said: “This is one of the first Memory Maker roles to be provided in an acute hospital.

“These sorts of roles are more commonly found in hospices but we’re passionate about providing a hospice-like experience for our end-of-life patients who will sadly die in our hospital.

“We are extremely grateful to the N&N Hospitals Charity for funding this post which will provide an essential service to both patients and their loved ones.”

The launch comes as hospitals across the country face growing pressure to improve compassionate care and recognise that families often remember final days in hospital for the rest of their lives.

Alex Watson describes day in the life as Norfolk’s first Memory Maker

“Surprise!” we all cheered as the patient was wheeled back into her side room to find it transformed with bunting, banners, balloons and a birthday cake.

She was a young woman with a terminal diagnosis who had desperately wanted to spend her birthday at home.

Sadly, that just wasn’t possible. But my role as Norfolk’s first Memory Maker at Norfolk and Norwich University Hospital is not only about helping families say goodbye – it is also about helping people create joyful memories while they still can.

That day, she forgot she was spending her final birthday in hospital.

There was music, food, laughter and staff popping in throughout the day to wish her many happy returns.

For a few precious hours, she was simply a young woman celebrating with people who cared.

No two days in this role are ever the same. Sometimes the most meaningful moments come through technology. We have a virtual reality headset, and recently I used it to help a patient who had not been outside for nine months.

From the comfort of her hospital bed, she was transported into the glorious Norfolk countryside.

She giggled with delight as she heard birdsong and wandered through woodland paths. She even jumped when a deer appeared in front of her.

Her husband stood beside me in tears, seeing her look so peaceful and relaxed. I have to admit, I shed a tear too.

Alex Watson shows a patient how to use the VR (Image: Supplied)

Because although this job can be difficult at times, it is also an extraordinary privilege. To make a difference when people need it most is something I never take for granted.

Sometimes it is not grand gestures at all. Sometimes it is simply sitting with someone, making them a cup of tea and listening. Sometimes it is noticing the small things that matter.

One lady told me she was fed up of staring at the stark white walls of her room. So our wonderful volunteers and I got to work.

We hung pictures, dressed her bed and chair with soft furnishings and used battery-powered lights to make the room feel warm and cosy.

She was absolutely delighted – and so was her family.

That is something I have learned quickly in this role: when we bring comfort to a patient, we also bring comfort to the people who love them.

I also work closely with other teams across the hospital.

One example is the mortuary team, who return personal belongings such as jewellery to relatives after someone has died.

Traditionally, these items were placed in a standard green plastic bag because that was what was available.

Together, we wanted to change that. Thanks to our incredible volunteers, we now return these precious belongings in beautiful hand-sewn drawstring bags.

It is a small change, but it feels more respectful, more thoughtful and more in keeping with the significance of what is being handed back.

We rely heavily on donations and were recently incredibly grateful to receive a large supply of red velvet bags, which will now be used to return treasured jewellery and keepsakes to grieving families.

People often ask whether this work is sad. Of course, there are emotional moments. But it is also full of love, humanity and kindness.

I see families supporting each other, staff going above and beyond, and patients showing remarkable courage.

We do whatever we can, within our remit, to make end-of-life care gentler, more personal and more hospice-like within a busy hospital setting.

And as a team, we support one another too. We keep professional boundaries, we look after each other, and we remind ourselves why we do this work.

Because at the heart of it all is something very simple: helping people feel cared for, remembered and never alone.

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Pall.Admin@nnuh.nhs.uk

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