Admin & Clerical
Individual or Team Nomination?
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.
Nominee's story :
I am nominating Health Records as they have an exceptional work ethic, the team work 24/7 365 days of the year providing a casenote provision for outpatient clinics, elective activity, emergency admissions, MDT reviews and miscellaneous requests such as med sec filing or complaints etc. The role is very physically demanding and the team are aware of colleagues needing support and offer this to each other. They demonstrate a commitment to the Trust values in enabling clinicians to provide excellent health care, maximising effectiveness, ensuring information is kept safe and secure, being honest when things go wrong but ensuring lessons are learnt and actions put into place to prevent reoccurrence. The team have a focussed, dedicated work ethic with a passion to succeed and improve patient experience. They have adapted quickly to working differently during Covid and the reset plans ensuring notes are delivered to various new locations and taken it upon themselves to do this to ensure patients can be contacted via telephone, video etc. This has meant the team have taken on the extra task of case note delivery to consulting rooms which was previously undertaken by IFM couriers to clinic locations, When access to the link corridor from records to the main hospital building was closed the team adapted to making more journeys with smaller loads in all weathers including snow and ice to ensure notes were delivered to clinical areas and consulting offices, whilst other areas refused to return notes back to health records until the link corridor was reopened - closure of the link corridor was necessary as part of a wider Trust project in building the recently opened SDEC unit. The team still delivered exceptional performance during this period. Outstanding achievements - team performance is measured monthly and reported in the departmental dashboard, the team are achieving a performance 99% or above month on month for casenote provision. In June 2021 53,250 sets of casenotes were requested of these 53,058 were provided which is 99.6% provision. In an organisation that is still heavily reliant on paper records this is a fantastic achievement. The team work tirelessly and extremely hard to providing casenotes across the trust and to off- site locations responding immediately to short notice requests/ cancellations along with their day to day tasks. The team have maintained performance despite the changes to working practices and at time working with limited resources. Unfortunately the team only get recognised for the 0.4% not provided, however they remain focussed and dedicated. Whilst the team faced a very challenging and difficult period they came up with ideas/suggestions and excellent team working to improve processes and deliver a safe and efficient service. They are responsive and effective in the provision of casenotes. They are endlessly educating staff on casenote tracking to enhance patient and clinician experience. They go above and beyond when casenotes are missing drawing on their expertise of the Trusts estate, often found on their hands and knees - true unsung heroes.