My Working Life: Louisa Kelly

"My Working Life" profiles members of the team at Blackrock Health. This segment features Louisa Kelly,?Patient Services Team Manager at Blackrock Health Hermitage Clinic.

What is your role at Blackrock Health?

My role is Patient Services Team Manager – I manage the administration departments in the hospital which include the Bookings Team who is responsible for scheduling patients for day case procedures and hospital admissions, the Admissions Team who registers the patients on their arrival for their procedure and the Medical Records team who are responsible for the patients’ medical charts and the processing of all data protection requests. All teams support the patients’ journey before and when they arrive at the hospital. In addition to managing the teams and being actively involved with team activities on a day-to-day basis, my role allows me to contribute to continuous improvement and quality initiatives, to work on projects that support the patient experience, change management, and innovation within the hospital.

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What time do you wake up in the morning?

I wake up at 5.30 am every morning. I am an early bird!

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Do you have a morning routine when you get to work?

Yes, my morning routine can vary, but I like to check emails and organise my diary for the day, after that I like to walk the hospital floor and visit my team areas and get an update on any concerns or challenges facing the team for the day. Being on the hospital floor gives you great insight into everything that’s going on, there is always lots of activity. It’s also great to be able to meet with patients and listen to their feedback.

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How long have you been in this role?

I have been working in Hermitage Clinic for 2.5 years and I’m in my current role for 14 months. There are great opportunities for progression and promotion within the group. I have been afforded great opportunities, with two promotions since I started. I started working in Medical Records, progressed to managing the Medical Records department, and then moved on to my current role.

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What is the most rewarding part of your job at Blackrock Health?

Every day I leave work feeling I have achieved something. I love the people management element of the role and the job satisfaction it provides. The role is varied and allows me to contribute towards the overall success of the hospital through quality improvement and customer experience. I am proud to be part of the Blackrock Health team.

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How does your role contribute to improving the patient experience at Blackrock Health?

Patient Services are the first people the patients meet on their arrival to the hospital, providing them with a great experience on arrival is crucial for their entire experience. I like to encourage the team to demonstrate empathy, kindness, and understanding to all patients. I am also very passionate about Quality Improvement so I like to be involved in quality incentives that improve the overall patient experience.

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What is the greatest piece of advice you were ever given?

I was once advised to always put yourself out of your comfort zone and that way you will never miss an opportunity.