The Step Care Service is a multidisciplinary specialised adult eating disorder service designed to deliver intensive virtual care to individuals in their own homes. The aim of the service is facilitating admission avoidance or preparing patients for hospital admission, with patient direction decided at a four-week review. The team also support patients who have completed inpatient treatment and are stepping down into the community – working with community teams to ease treatment transition, aiming to support patients in sustaining treatment progress and prevent relapse.

Modern Matron for the Adult Eating Disorder Step Care Team Sandra Nelson said:

“It is a great honour for the Step Care Service to receive the Exceptional People Team Award. This recognition affirms the dedication, professionalism, and collaborative spirit consistently demonstrated by the team in delivering high-quality patient care. We are deeply grateful for this acknowledgment and remain committed to upholding the values of caring, safe and excellence in our work.”

The nomination

The Step Care Service was nominated by their colleague Modern Matron for Step Care Sandra Nelson – for their compassionate, responsive, and collaborative approach.

Sandra commented:

“The Step Care team consistently goes above and beyond to support patients, carers, and colleagues.

“For colleagues, their consistent communication and willingness to share knowledge has fostered a supportive networking environment, boosted morale and strengthened interdisciplinary collaboration.

“For patients, Step Care has transformed the experience of accessing mental health support – offering timely interventions, reducing the need for escalation, and helping individuals feel heard, respected, and supported in their recovery journey. Carers have also benefited greatly, receiving clear guidance, emotional support, and being included as active partners in care review meetings. The team’s approach not only improves outcomes but also builds lasting trust, instilling confidence in the services provided. Their impact is evident in the positive feedback they regularly receive, and in the genuine connections they form with those they support.

“The early intervention initiative, where they proactively reach out to individuals showing early signs of mental health deterioration has helped reduce hospital admissions and prevent crises, allowing people to stay in their communities with the right support. The implementation of a streamlined referral system drastically reduced waiting times for service users, ensuring timely access to care. The team also developed a streamlined communication pathway between inpatient and community settings, improving consistency and clarity in care planning review.

“A carer recently shared that Step Care was ‘the first team that truly listened’ and said their involvement ‘lifted a weight off our shoulders’.

“Their work not only supports the Trust’s strategic goals around early intervention and integrated care but sets a high standard for what truly person-centred, compassionate mental health support looks like in practice. They have demonstrated an unwavering dedication to early intervention and proactive mental health support, significantly reducing the need for crisis services. Their contribution has not only elevated care standards but also strengthened the Trust’s position as a leader in mental health services.”