Recognition for NUH Employee Who Goes “Above and Beyond” | Latest news

Joanna Fern, a Digital Library Assistant in the Digital Health Records Team and responsible for responding to telephone enquiries from the general public who call to enquire which ward or department their relatives are admitted to, has won a Team NUH Award in the “Trust” category in the March round of our staff awards.

During the Covid-19 pandemic the number of calls to this service has drastically increased due to the restrictions and rules related to visiting.  Callers are often worried,  especially when enquiring about elderly relatives who don't use modern communication methods like mobile phones. 

Joanna is the previous recipient of a local Digital Services Award, after dealing with a distressed elderly lady at 4am in the morning who was waiting by her front door for an ambulance. The lady was confused and unsure which ward she was to go to. Joanna took the time to contact a number of wards to confirm where she was destined to be. Joanna was able to reassure the lady that a bed was available. Concerned that the member of the public had no family or friends, Joanna also agreed to call the lady every hour until the ambulance had arrived.

These are the behaviours underneath the Trust value - we build trust:
 

•             by demonstrating kindness, gratitude, compassion and care to ourselves and to others

•             by recognising, rewarding and celebrating others

•             by being sensitive and respectful, and recognising how our behaviour can impact the feelings and lives of others

•             doing what we say we will do

Emma Davidson, Joanna’s line manager said “I nominated Joanna because she goes above and beyond any professional expectations. She is extremely kind and compassionate and demonstrates handles every call sensitively and respectfully often working 12 hour shifts and maintaining a jolly and friendly attitude.”

“Joanna not only provides a professional service to patients of NUH and their relatives, but does it with total care and compassion for each and every caller.  She is inspiring to others and a perfect role model for those beginning their journey as a new employee in our team and NUH.”

Joanna was presented with the award on Monday 21 March by Nikki Turner, Interim Director of Digital Services. After receiving the award Joanna said “Thank you so much for this award, I really appreciate it. It’s very rewarding to have a job in which you can help people every day and I feel so lucky to work alongside all my amazing colleagues in Digital Services.”
 

Nominations for our staff awards are open all year round, and can be submitted here.