Outpatient Booking Centre – Unsung Hero Awards

Nomination

Award Category:

Admin & Clerical

Individual or Team Nomination?

Team

Qualifying Qualities

In these challenging times, nominators were asked to show how the nominee had demonstrated the following qualities:

Exceptional work ethic - going above and beyond their job description, especially in the past 12 months.
Outstanding achievement/s in work or outside of the organisation where relevant.
Drive for innovation and proactive leadership in these challenging times.
High level of interpersonal skills, such as kindness, empathy, loyalty and thoughtfulness to staff and patients.
A resilience considering Covid to their role and to the health and wellbeing of their colleagues.

Nominators Answer

Nominee's story :

The outpatient booking team manage the majority of outpatient appointments for Portsmouth Hospital (PHU). They are all experts in their field having a complete understanding of the RTT pathway and e-Referral. Their knowledge ensures that patient pathways are correct and they are appointed to the right clinic first time. They work closely with primary care, supporting GP surgeries navigate e-Referral again ensuring patients are signposted to the correct service for their condition. During the pandemic the team were pivotal in managing patient appointments, converting them to telephone and/or video appointments. Patients were encouraged and supported to adopt this new type of consultation to continue with their care. This team took on the responsibility of arranging COVID swabs for local NHS staff and patients who needed to attend the hospital, this continues today and has become business as usual. It doesn't stop there, we were on of the first Trust to offer COVID vaccines and simple but effective booking template was developed and the team contacted all PHU staff, our patients who were 80 years+, to arrange vaccine appointments, some of the team supported the hub by manning reception and entering data into the national NIVS database. The vaccination hub administered circa 60,000 vaccines in the 5 months we were operational. During the past 12 months the team have managed an additional 81,000 calls from patients and healthcare workers alike and even though they have worked tirelessly including weekends they are still a positive team who always puts the patient first. I am incredibly proud of each and everyone of them and even more proud to manage such a flexible, hard working team.