Two years ago, following the merger of three disengaged NHS Trusts, Barts Health became the largest NHS Trust in the country, serving a population of 2.5 million. Committed to providing excellent healthcare and to ending the historic health inequalities in east London, the Barts Health Executives knew they had a difficult task to stabilise the workforce and raise standards to the level of the best. Following a recent Care Quality Commission inspection, highlighting low morale across the workforce, Barts Health selected SpeakInConfidence to enable anonymous two-way dialogue between all employees and the executive team.With 6 hospitals and 14,000 employees, direct communication with the 15 members of the executive team is challenging. “Prior to the merger, many employees were used to the executives being on hand within the local hospital – if they had a concern or an idea, they could simply walk down the corridor and knock on the door.
Following the merger, the old executive corridors were empty and the executives absent, many now located in Whitechapel. “Many found this transition difficult, both executives and employees, and the CQC report demonstrated the disconnect that had been created”, explains Michael Pantlin, HR Director. “Despite having many upward and downward methods of communication available, such as staff surveys and regular staff sessions, it became clear that we were not always hearing the truth. Changes to the Trust and staffing, as a result of the merger, had been unsettling for employees and although they wanted to speak out, ask questions and raise concerns, we needed to offer them a new communication platform.”SpeakInConfidence allows two-way anonymous dialogue between any Barts Health employee and members of the executive team. “It was clear that staff felt freer to talk to CQC. Providing an independent, anonymous means of communication resulted in a cathartic release of concerns”, said Pantlin. “We wanted to be able to provide that to employees on an ongoing basis, in a way that executives could respond directly and continue the dialogue, whilst the employee remained anonymous, if required.”Executives of Barts Health are determined to learn from Mid Staffs and to ensure that employees feel able to raise concerns without any fear of reprisals from executives, managers or peers.
“Barts Health has other anonymous reporting methods, such as Whistleblowing hotlines. However, they do not provide a dialogue and concerns have often reached ‘fever pitch’ by the time an employee considers this option. We want to hear whenever they have a concern, idea or question and also to be able to provide a response”, continues Pantlin.Any solution needed to accommodate working across 6 hospitals and the fact that many employees, for example nurses, do not spend much of their time on computers whilst at work. “Barts Health is keen to have something that can be used anywhere – access from outside the hospitals was critical. SpeakInConfidence offered an intuitive, easy, friendly, online solution and our executive team were instantly keen to be involved”, said Pantlin.9 executives and 2 non-executives have opted to participate in SpeakInConfidence and all are committed to ensuring the employees have the very best experience possible.
“It is important that our employees feel they now have a voice and that the executive team are fully prepared to respond. Setting email gmail di outlook. In the two weeks prior to go-live, we ran initiation sessions with the executive team and responses to possible questions”, said Pantlin. Many nurses do not have time on computers whilst at work and Barts were keen to have something that could be used anywhere, with access from outside the hospital. The service has been promoted by posters across the 6 hospitals and initial uptake has been promising.“This initiative is a direct response to feedback from employees and Barts Health hopes this will help it move towards an improved culture, where employees and executives can create a better environment to work in and be cared for in East London”, concluded Pantlin.
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A fascinating place to work. But the management seem to often be a certain type of individual.Training is difficult to obtain.Breaks often missed, as not given as not enough staff and have no cover to take and when you do it leaves a detrimental environment for new staff, agency and permanent. A nurse to patient ratio can be very high.All grades expected to work above their grade but do not get the pay or band promotion for the work they are doing.If your get their special course it can be disorganised. Many leave once completed it, many fail it, many have degrees but the work on their self decided non university accredited course is deemed below their standards.You get no support with training, or at work or with anything. I enjoyed working at whipps cross hospital.
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I got to learn a lot about what nurses/doctors do. How patients cope at the hospital. Working as a team was fun as we all understood we all have to cooperate and help each other. Everyone is willing to help you whenever you seek it. Anyone you speak to are more then happy to tell you about their job and what they do. Working in a ward after a while you realise this is your work family and it becomes a very postive atmosphere. You feel the warmth and the love from everyone.
You will always catch a smile from your colleagues. On a daily basis i was on main reception which have 5 surgeries adapted for Hoists and IV sedation,as it is a special care service i ensured a warm welcome for patients and carers on arrival also helping them with queries on paperwork, transport or advocasy.I work well as part of a team and also on my own initiative.
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Booking patients in at reception, over the phone or via carers or support workers, which may require transport or translators and confirmation of patients exemption status and medical history updates. Filing patients files, archiving, pulling in advance for clinicians surgeries to ensure the days run smoothly.During my time working as a special care dental receptionist i attended many Mandatory and Statutory training courses and attained the relevant certificates to develop my skills and knowledge in my role. ( Available on request and on CV )I worked in a Multi cultural enviroment.The hardest part of my job was taking payments from patients as many were on a low income or Elderly. I would always remind them before their appointments so as to give them the opportunity to update their benefit status or come prepared with some form of payment.I can honestly say i enjoyed and still enjoy working with the Community and meeting patients daily, face to face or over the phone. I get high job satisfaction in making a positive impact on people that need extra help in different areas of their lives to improve their quality of living.
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