Johanne Hanevy, Patient Liaison Officer at the Mater Hospital, Dublin
I begin my working day at 9 a.m. Firstly, I print the bed management report which details the number of patients who are waiting in the Accident and Emergency Department and how long they have been waiting.
Usually, I spend the morning in the Emergency Department talking to patients and/or their families. In any given day, there may be over 30 patients in the Emergency Department awaiting admission to an in-patient bed, while other patients are waiting to be seen by the on-call doctors or casualty officers.
Other patients are waiting for tests, test results and diagnoses. I introduce myself to all patients and assist them with whatever queries they may have. This necessitates dealing very closely with the Bed Management office to ascertain whether an in-patient bed will be assigned that day and, if so, to which patients. I also liaise closely with the medical and nursing staff in the Emergency Department.
Other patients may inquire when certain tests will be carried out. In this case, I establish when the test will be carried out and explain the reasons for the delays. Patients are more accepting of the situation when you communicate with them and are honest about what is causing delays.
Communication is the central part of my job. Due to the high activity and throughput of patients in the Emergency Department, often patients feel that they are forgotten about. During my working day, I am available by pager to the ward staff to deal with patient complaints at ward level.
We get varying complaints relating to treatment being unsatisfactory, lost property or patients who are unhappy with their room location or with their meals. Here my job is to try and resolve the problem locally.
On occasion, I may be called to the Admissions Office to talk to patients whose surgery has been cancelled. Naturally such patients are very disappointed and want to know when they will be re-admitted. I would ensure that these patients receive the next available appointment and arrange refreshments as some may have travelled long distances.
I also investigate written complaints. This may involve meeting consultant staff, ward managers and patients and/or their families. In my experience, meeting patients and/or their families can often be the best way to resolve issues.
For the remainder of my day, I catch up on voice mail messages and written correspondence. It is possible that I may be called back to the wards or Emergency Department. I get a lot of job satisfaction when a complaint is satisfactorily resolved and the patient is happy with the outcome.
In my job it is normal to see the same patients return to the Emergency Department and I know I am doing a good job when this patient remembers me and thanks me for my help during their previous attendance.
Due to the nature of my job, it is impossible to predict what is going to happen during the course of the day, and this aspect makes my job varied and enjoyable. My day officially ends at 5 p.m. but often I don't leave until 5.30 p.m. or 6 p.m.