Administrators form an integral part of all systems and processes within the NHS, the importance of which is reflected on National Administrative Professionals Day. At Consultant Connect, we recognise the vital role that admin plays in healthcare, which is why this year, we spoke with two non-clinical NHS staff members to discuss their roles and how they support the wider NHS. Jayne and Kay both undertake additional work on Consultant Connect Referral Triage projects alongside their day jobs as Physiology Manager and Deputy HCA Manager, respectively.
As an administrator for Referral Triage projects, what does your role entail?
‘After completing any additional online training, I’m given a brief, which outlines the project details. I support the consultants with the referral flow so they can efficiently conduct triage. The process works really well, and it’s nice having Grace as my continuous point of contact at Consultant Connect because if I have any questions, I know she will respond quickly.’
– Jayne.
How did you get involved in the Referral Triage process?
‘I’ve been working on Referral Triage projects since November 2024, and whilst using separate systems can be a learning curve, it’s going very well. My first project, which is ongoing, is for suspected cancer, and that will take approximately a year to complete. The workload is straightforward to do, and the consultant I’m working with is brilliant; she’s so quick.’
– Kay.
What’s your day-to-day role like in the NHS? Are there any similarities between what you do in your local trust and your work with Consultant Connect?
‘I like that my job is very varied, and I never know what my day will be like. I get satisfaction from helping patients and solving their issues. Patients don’t always appreciate what is required of the NHS and the associated restrictions, which is why Referral Triage is helpful. It’s frustrating for a patient when their GP has completed their referral and advised that they’ll hear from the hospital, but they don’t hear back for six-plus months. They just want a response on whether or not they’re going to be seen. Once their referral has been triaged and they know a definite action plan, they can then appreciate the long waits. It’s the uncertainty that patients struggle with.’
– Jayne.
‘It’s challenging but rewarding. Everyone works hard to reduce the waiting list, and seeing the results is worthwhile. In my day job, I complete tasks similar to those of Referral Triage, and the Consultant Connect platform is much quicker, more streamlined, and intuitive. My Referral Triage work is an excellent opportunity for me because of my family commitments. It’s easy to balance with my day job, and I know that I can switch off from my NHS job at 2pm, spend the afternoon and evening with my family, and then switch to Consultant Connect at night. Referral Triage has given me a work/life balance, something that I can do on my own time. All patients waiting for an appointment are important, but because I started my NHS journey as a 2WW clerk, and my Referral Triage project is contributing to the cancer service, it holds a special place in my heart. I have that special sense of achievement that I’m helping patients because the referrals are turned around within 24 hours. You probably wouldn’t get that outcome in a day job.’
– Kay.
If you’d like more information on how our Referral Triage and Validation service can support your NHS area, please email hello@consultantconnect.org.uk or call 01865 261467.
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