WARD LIAISON OFFICER (WLO)
FREQUENTLY ASKED QUESTIONS AND ANSWERS
(FAQ’s)
1. What is the Perfect Week?
Is aimed at addressing issues that prevent the Trust from providing excellent care and
ensuring safety for our patients e.g. pressure on our staff. The Trust will implement an
initiative (“Perfect Week) to generate energy for change by doing things differently to
support “patient flow” and consequently improve patient experience, safety and staff
engagement.
2. So how will the perfect week run?
Wards and clinical areas across the Trust will run their day to day clinical operations as
normal during the Perfect Week. The difference will be that specific support will be
provided from back office staff to try to unblock problems in “patient flow”, also clear
measures of performance around patient activity and clinical outcomes will be used and
an escalation process put in place, should the patient flow be affected.
3. What is Patient Flow?
“Patient Flow is the movement of patients, information or equipment between
departments, staff groups or organisations as part of a “Patient's Care Pathway”. Patient
Care Pathway is the route that a patient will take from their first contact with an NHS
member of staff (usually their GP), through referral, to the completion of their treatment.
It also covers the period from entry into a hospital or a Treatment Centre, until the patient
leaves. You can think of it as a timeline, on which every event relating to treatment can
be entered. Events such as consultations, diagnosis, treatment, medication, diet,
assessment, teaching and preparing for discharge from the hospital can all be mapped
on this timeline.
4.
How long will the Perfect Week run for?
It will begin on Wednesday 26th March 2014 at 12:00 and end on Wednesday 2nd April
2014 at 12:00.
5.
What are the shift times?
The working day will be spilt into two shifts. The early shift will be 7.30-15.30 and the late
shift, 15.00-22.00.
6. That is a long day and I do not want to work from 07.30 to 22.00.
We do not expect you to do both shifts on the same day, only one. However we would
appreciate volunteers providing as much of their availability as possible so we can
ensure wards and clinical areas have a WLO during the week.
7. I would like to volunteer, but due to childcare or other arrangements, I can only
work my normal shift (or 9-5). Should I still volunteer?
Yes. The capturing of data and meaningful information requires full attendance through
the shift. However there may be potential for volunteers to be used for other tasks. If this
is the case, those volunteers will be contacted. We welcome commitment from
volunteers and therefore please still submit your interest.
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8. When I arrive for my shift, where do I go?
Depending on the shift you are allocated, you will be expected to attend Lecture Theatre
F (based in Hunter Wing, 1st floor) to report in and to be briefed by a Liaison Coordinator. The times for reporting in are 07.30am (early) and 15.00 (late). However, if you
arrive at 09:00am, report to the operations room, 1st floor Lanesborough Wing,
“Ingredients” via Costa Coffee.
The Liaison Co-ordinators are Trust employees and work with our Service Improvement
team. They will be visible to ensure you understand your role and answer any concerns
you may have. You will then be directed to the clinical/Ward you are allocated to.
9. The hospital is big. I may get lost and be late?
Upon arrival to Lecture Theatre F the WLO Co-ordinators will direct you and if needed,
will provide you with a map of the hospital to assist you in getting to your clinical area on
time.
10. What do I do on the day and will I be on my own?
You will be provided with a WLO pack. This will include;
Your role and a list of your responsibilities
A checklist
A form for you to sign and confirm that you have read the relevant Trust policies
to ensured Health & Safety adherence at all times.
A flow chart outlining the escalation (for concerns) process
A data collection sheet for you to complete
A CRB declaration form for you to complete and sign
Useful contact numbers
Only one WLO will be allocated to a ward/clinical area therefore you will be expected to
be on your own. However the Ward Manager and WLO co-ordinators will be available to
support you. There is also a clear process for you to follow to escalate concerns (Q&A
14).
11. What are the relevant policies and will I have time to read them on the day?
The Trust policies are Hand Hygiene, Dress Code and Security, all of which can be
found on the Trust‟s intranet page. Students and volunteers will be given these
beforehand (via email). You must ensure you read these beforehand to 1) ensure the
safety of both you and our patients and 2) the policies are lengthy, therefore there will be
no time on the day to read the policies in their entirety.
12. What is a CRB declaration form?
As an employer responsible for care to vulnerable adults and children, we have to ask
you to declare all current ‘unspent’ criminal convictions or cautions (including
eprimands and final warnings. You are not required to disclose convictions or cautions
which have become ‘spent’.
Your personal information will be kept confidential and will be shredded after the event.
Any questions answered „yes‟ will not necessarily mean you will not be able to act as an
WLO and an informed decision will be made in conjunction with our HR department.
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13. What do I have to do?
As a WLO, you will be working with clinical staff to provide safe care and the timely
discharge of patients. You will need to be responsive to the needs of the ward and keep
a keen eye on any issues that may affect patient care. Some of the duties will include:
Reporting delays to discharge
Checking daily completion of ward standards
Chasing broken medical equipment
Helping with lunch, tea and coffee for patients
General support for the ward staff
Recording a variety of data (data collection sheet)
Escalating any outstanding concerns to the appropriate individual team
14. What do you mean by issues and how do I raise them?
Any of the above bullet points set out in Q&A you observe are impacting on the care of
the patient.
15. I have been allocated to the late shift. I do not want to be inputting data at 22.00?
You will not have to. It will be acceptable for you to submit your data collection sheets to
the Liaison Co-ordinator/s located in operations room.
16. When I am not entering data during the times provided on the data collection
sheet, what should I be going?
You will be supporting the ward/clinical area in other duties outlined in Q&A 12.
17. I am slightly worried; I have never worked on a ward or in a clinical area before?
You will be fully briefed. There is a briefing session on Tuesday 25th March 2014 (10.0012.00 and 14.00-16.00) to be held in Lecture Theatre F. The Ward Manager/Nurse in
Charge will be expecting you on the day of the Perfect Week. Wards and clinical areas
consist of Consultants, Junior Doctors, Nurses, Healthcare Assistants, Administrative
and Clerical Staff, domestic staff and most importantly our patients.
If you have any concerns or questions you will need to refer to the Ward Manager/Nurse
in Charge who will be able to support you or for you to raise any concerns to.
18. What if the Ward Manager/Nurse in Charge is not available and/or they are not
listening to me?
You will be expected to escalate your concerns to the “Bronze Team”. They are a team
of senior staff who will, if needed address your concerns in aid of finding a solution. You
can either call them on extension 5065 or leave the ward and go straight to where they
are based in the Operations Room in “Ingredients” (restaurant, 1st floor Lanesborough
Wing).
19. Do I get a tea break or a lunch break? I also smoke, am I able to pop out when
needed?
Yes. Tea and coffee will be available from 9.30-11.30 and then 14.30-20.30. Costa will
be open until 21.00.
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20. I would like to note this experience for my appraisal/Continuous Professional
Development (CPD).
You will be provided with a St George‟s Healthcare NHS Trust participation certificate to
acknowledge your commitment given to the Trust. This certificate will be signed by Miles
Scott our Chief Executive. There will also be an opportunity to win a £50 Marks and
Spencer‟s voucher.
21. Will I get extra pay?
No. There is no additional payment for giving your time as a WLO. For employees of the
Trust you will not be expected to work more than your working hours for that day. It
would be normal to take time in lieu if needed but must be agreed by your line manager
in the first instance.
For students and volunteers, the Trust will not be able to remunerate you for your time
given. However, for all volunteers who have contributed to making this week a success,
the Trust is committed to ensuring your contribution is recognised (see Q&A 20).
22. What do I do if a patient speaks to me or asks me a direct question?
You should do what you would do as normal. Explain who you are and that you will find
an appropriate clinical member of staff, to ensure they are cared for. If there is a waiting
time for assistance you should let the patient know someone will be with them shortly.
23. Will this work?
Many other hospitals have successfully used the Perfect Week to make long-lasting
improvements to their services. The underlining principle is that if the patient needs to
be admitted then it‟s: „Right Bed, Right Patient, First time’.
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