Published: Thursday, November 27th, 2014

Chair blog: the heart of excellence




From the moment you walk through our doors, our staff are at the heart of your experience. From reception to theatres, pharmacy to physio, our team works incredibly hard to make sure you receive the information, support and care you need for every step of your time with us.

To celebrate the hard work and dedication that goes on every day at the Golden Jubilee across the Beardmore campus, we recently held our 2014 Excellence Awards.

The awards were presented by Cabinet Secretary for Health and Wellbeing, Alex Neil MSP, and brought together departments from across the Board in a variety of categories to highlight the fantastic contributions our staff and volunteers make to visitors, patients and guests on a day-to-day basis.

This month I wanted to share with you some of information about the individuals and teams that took home the prizes.

Excellence in Quality Customer Care

Our Excellence in Quality Customer Care Award went to our Ophthalmology Service for their ongoing dedication to our growth and expansion as a national resource for NHSScotland and as a team in the Golden Jubilee.

Over the last four years, they have had a 342% increase in activity, delivering successful expansions and developing rural outreach services. They have done this with a constant focus on delivering quality outcomes for our patients and delivering the highest standard of care possible.

Excellence in Volunteering

Our Excellence in Volunteering Award went to Jean Gillan, who has been a dedicated volunteer at the Golden Jubilee for the last three years. In her role as part of the Orthopaedic Outpatients team, she is a perfect example of how volunteers help us to engage, support and reassure patients during their visit to the hospital, as well as going above and beyond the call of duty to help our new volunteers learn the ropes.

Excellence in Quality Service

We were delighted to award both our Cardiology and Cath lab team and our Orthopaedic Outpatient and Pre-assessment team with our Excellence in Quality Service Award.

Both these teams have shown a consistent and dedicated approach to providing the highest possible standard of service, striving to achieve our goals of leading the way in quality, research and innovation. Both departments are a fantastic example of what we are all about here at the Golden Jubilee and both keep the individual patient and their needs firmly at the front of mind.

Excellence in our Environment

Our Domestic Services Team embody our Excellence in our Environment Award and are an essential part of the staff and public safety work we value so highly. They play a critical role in making sure that prevention and control of infection is working effectively across the site. Their flexibility to meet increasing demands are pivotal in upholding our reputation and helping make sure that we can continue to grow and evolve as a safe national resource for the NHS in Scotland.

Excellence in Demonstrating our Values

Our Communications Department picked up the award for Excellence in Demonstrating our Values. The team have a 24/7 open door policy that promotes pro-active and positive interaction with staff, a good reputation with patients, and a positive, healthy, relationship with the Scottish Government, politicians and the media.

They work round the clock to promote and protect the role of the organisation and continue to develop innovative methods of communicating what we do.

Excellence in Innovation

The Beardmore Hotel and Conference Centre Service Excellence Team won the award for Excellence in Innovation.

The team have been looking into delivering new and innovative ways of delivering customer service excellence to guests, visitors and delegates of the Beardmore. The group have made an extremely positive impact on customer service feedback by delivering a mixture of small "wow" factors, improving communication and attention to detail.

Excellence in Involvement and Collaboration

We had joint winners in our Excellence in Involvement and Collaboration category: Stephanie Hutton, our Waiting List Co-ordinator and Scheduler, and Elaine McIntosh, waiting List Manager.

Both these members of staff have shown, and continue to show, excellence in both delivery of their role as well as their attitude to colleagues across the organisation. They focus on keeping the patient at the centre of decision making ensuring that the right patients are at the right clinic or appointment at the right time.

The winning teams and individuals make up just a small proportion of our staff at the Golden Jubilee, but are all amazing examples of our commitment to improving patient care and our leading the way in quality, research and innovation as we move forward into 2015 and beyond.

On behalf of everyone at the Golden Jubilee, Beardmore Hotel and the Beardmore Centre for Health Science, I want to congratulate all of our nominees and winners for their hard work over the past year.

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