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A day in the life of Craig Short, Patient Services Administrator

21/04/2021

In the first of our new ‘A day in the life of’ series, where we sit down and learn more about the brilliant people behind the scenes at Claremont, we sit down with Craig Short, our Patient Services Administrator. We learn about Craig’s role, hear about his favourite bits of the job and learn about the attributes needed to succeed in the position. Continue reading to find out more…

Craig, thanks for agreeing to take part in this new series for the Claremont blog! To start off, tell us a bit about you?

No problem – it’s great to be involved and I’m delighted to be the first person interviewed for this new ‘a day in the life’ of series! A little about me: I’m Craig from Main Reception. I’ve been with Claremont for three years now and love my job!
One of my hobbies is walking and I’m very lucky to have wonderful countryside on my doorstep. I also really enjoy reading and photography. I’m quite a social person as you might expect from someone who works in reception for a busy hospital! Like all of us, I can’t wait to restart my social life after the past 12 months! Fingers crossed we can go back to living our lives and mixing safely and comfortably in the near future!

What does a typical day in your role look like?

A typical day starts with the early morning admissions, which includes greeting patients as they arrive and guiding them to the lift for the Wards. This is always an important duty as some of these patients are going in for lengthy and complex operations, and they are often anxious and worried. It’s therefore important to be friendly, warm and generally as helpful as I can be during this uncertain time for them. I’m currently also helping to look after pre-ops patients and do Covid swabs. These swabs have to be done prior to a patient’s procedure and are undertaken at the reception area by a Nurse. It’s just one aspect of the many Covid-19 safety measures we have implemented over the past year, including social distancing and queuing, additional cleaning of all areas of the hospital including between patients, and patient flow controls to manage occupancy. This ensures everyone including staff, patients and consultants is kept safe at this time.

At Claremont we place huge importance on the initial contact with patients and put a lot of focus on providing a warm and friendly welcome for everyone who enters the hospital. I also deal with the arriving, admitting and discharging of all the endoscopy and minor ops patients, as well as helping to sort incoming and outgoing post and for our respective departments.

What’s interesting! So what’s your favourite part of the job?

Good question! There are so many parts of the job I enjoy but as a sociable person I would have to say I love the initial, face-to-face contact with patients and the relationship you build up is the most favourite bit for me.

What’s been your biggest achievement so far?

It’s always nice to receive positive feedback from patients and that always puts a huge smile on my face. But my role is all about the team and helping Claremont succeed – so I’d have to say I’m hugely proud that Claremont has been rated as Outstanding by the CQC, the health regulator in England. This rating isn’t given out easily and it takes a lot of work and preparation from the entire team to achieve this, and it’s something as a group we can be very proud of.

Tell us about any notable recent patient feedback?

I have had patients comment on the standard of my customer service skills, which I take a lot of pride in, and which is really satisfying to hear. I am on the front page of the brochure which is nice and patients have jokingly called me ‘Mr Claremont’!

What are the most important attributes a person needs in this job?

I find the most important skills for this job are the ability to engage and identify with patients. In this role you meet a wonderfully diverse range of people so to be able to connect and help them on their way is crucial. It takes real people skills as well as determination to succeed. It’s also really important to be able to multitask and keep a cool head as you often juggle multiple tasks.

A good sense of humour and the ability to work independently as well as in a team will also go a long way! I’m very lucky to have great colleagues in the Reception team – we all get on really well and it’s a pleasure to come into work every day.

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