Patient Administration Services | Celebrating BWC Spirit

By Sue Hobday, Head of Patient Administration Services, Patient Administration Services Team

What was your experience of the pandemic?

Commitment from the whole team, how they all worked together and faced their duties every day many of them patient facing. Even though they were really scared at the beginning and we could only reassure them that we would endeavour to keep them safe, at no point did any of them let the trust down and most importantly they wanted to be physically at the Trust to support the clinicians treat our patients.

They all shone brightly throughout, taking on new tasks to cover for sickness and shielding etc with no grumbles, they just kept calm and carried on! Ensuring everything was in order to support clinical care.

In the early days some of the team volunteered to man the doors at both sites to ensure all patients and visitors were wearing masks and did the COVID symptom checks (again patient and public facing).

The team faced consistent demands regarding taking clinics down and changing appointment letters and changing the whole way clinics were structured and scheduled but maintained consistency throughout.

They worked very closely alongside the divisional teams to support this work. Provision of clinical paper notes changes and scanning and uploading documents.

In the latter days some of the team then volunteered to work overtime and worked many long shifts to support the vaccination programme and the hub based at BCH.

What was the hardest part?

Trying to make sure everyone was kept as safe as possible. Giving constant reassurance and at times this could be very emotional as some people were very scared, had family worries, but still they came into work every day. Making sure that we had enough safe office space for the teams was also a challenge at the beginning. Initially trying hard to get masks issued to all receptionists and screens set up for their safety. Facing the sadness of loss of some of our colleagues within the trust.

How did you cope?

The whole team coped throughout by maintaining a sense of humour and developed a   special warmth towards each other and closeness for support.

What did you learn?

It was amazing how the whole team adapted so quickly to change, they never challenged, but came forward with some really good suggestions and ideas. The whole team maintained a positive attitude throughout. We learnt the value of our teams and how specialised each staff member is.

How do you think it changed the team?

I think the team has become more adaptable and has a special closeness which glows, they genuinely care more about each other and the service they provide. There is more of recognition of each other’s roles and the desire to grow as a team. The trust between us as developed even further.

Beyond your team, who has inspired you during the pandemic?

I think that all teams throughout the Trust have genuinely worked closer and been more supportive of each other so it would be hard to identify a particular area or person.