How a simple act of gentleness is transforming critical care at Conquest Hospital.

In the beeping, high-tech world of an Intensive Care Unit (ICU), where every heartbeat and breath are monitored, it’s easy to forget the power and importance of human connection. At the Conquest Hospital in East Sussex, in partnership with A Touch of Gentleness, a simple act of touch through a gentle hand massage is making a difference to both patients and staff.

Last month, Senior Sister Carmen Diaz and her dedicated team of nurses were named finalists for the second time in the East Sussex Healthcare Trust Award for Enhancing Patient Safety, Experience and Care. Carmen has been leading this initiative to bring compassionate care back to the heart of critical care. Through specialist training with A Touch of Gentleness, she and her ICU team have embraced the art of therapeutic hand massage, a simple yet profound practice that restores human connection. The impact has been both measurable and moving, enriching patient experience and staff wellbeing alike.

“These moments of connection have offered not only comfort and meaning to our most vulnerable patients,” Carmen explains, “but also brought us a deeper sense of fulfilment and job satisfaction. If we can help even one patient, however briefly, disconnect from the stress they’re going through and leave our unit with a more positive experience, then we’ve achieved something truly meaningful.”

To date, the ICU team has provided more than 300 hand massages, mainly offered at night when patients are frightened or unable to sleep. Patients describe feeling calmer and more settled, with some reporting better sleep, less pain and a greater sense of ease and trust in staff afterwards.

At this year’s EKHUFT Critical Care Conference, the nurses presented their Quality Improvement Project - A Touch of Gentleness, showing how even a 10-minute hand massage can lower cortisol levels by up to 30%, support circulation, ease neuropathy, and promote recovery.

“It’s not about expensive equipment or complex protocols,” says Karl, one of the ICU nurses. “It’s about reintroducing human connection into clinical care.”

The conference theme, ‘The Evolution of Healthcare Since the Pandemic’, couldn’t have been more fitting. In a world that has rediscovered the value of connection, these nurses are restoring gentleness to medicine.

Their work is a quiet but powerful reminder that while technology sustains life, it is touch that helps people truly heal. In the most high-pressure corners of healthcare, A Touch of Gentleness is proving that compassion is not a luxury, it’s essential care.

"It made me feel human and safe at a time when I was scared and uncertain."
ICU patient.