BACK TO THE FLOOR EXPERIENCE PROVIDES MANAGER WITH RENEWED APPRECIATION OF THE ROLES OF OTHERS

BACK TO THE FLOOR EXPERIENCE PROVIDES MANAGER WITH RENEWED APPRECIATION OF THE ROLES OF OTHERS

BACK TO THE FLOOR EXPERIENCE PROVIDES MANAGER WITH RENEWED APPRECIATION OF THE ROLES OF OTHERS

New coordinator manager at Hilton Nursing Partners, John Taylor, went back to the floor to fully understand how his role supports the role of those he will be managing on a daily basis.

Hilton’s innovative solutions are grounded in compassion based on empathy, respect, and dignity, which extend to taking the time to understand and appreciate each other’s roles within the company.

This is why John Taylor took up his position as Coordinator Manager but with the specific request to go back to floor to experience what it feels like to deliver on the role of a coordinator, a pivotal role which co-ordinates assessments, care, recovery and sign-off of patients discharged from hospital to recover at home.

John Taylor, Coordinator Manager says: “To take up the role of a manager is something I couldn’t do without understanding the impact of the decisions I make on the coordinators I manage. I know what the coordinators do but I did not know how they did it. Being a Coordinator is an incredibly important role, I needed to fully understand it, so I put myself in the role to do just that, coordinate.

“Coordinators are at the centre of the business, they are responsible for liaison and communication between hospital trusts, Hilton Nursing staff, transportation and other health agencies facilitating the smooth, safe and effective transfer from hospital to home.

“To say the role was a surprise to me is an under statement, I can only explain it as spinning plates (patients), you have to keep an eye on each plate constantly to keep the discharge process going while also making sure KPI’s are met. I was totally frazzled by the amount of information I had to deal with. Once I had taken one referral, liaised with all the people involved, and confirmed meet and greet for the patient, another call would come through, and again, and again, the phone never stopped and the plates kept spinning.

“I take my hat off to our coordinators. I managed to handle seven discharges with the support of my team; they would normally handle 12 in a day! Needless to say I will leave the experts to what they do best and I will now take on the role of managing the process with a clear understanding and appreciation for what they do.”

The Hilton way focuses on five values, courage, enabling choice, innovation, trust, and compassion. This translates to empathy for each other, the differing roles people have, and the contribution everyone makes to deliver the CQC rated Outstanding Hilton Nursing services.