Working Life: Josephine Griffin, patient liaison officer

8.30-9am

Although I’ve worked in Mercy University Hospital Cork for 26 years, my current role is a relatively new one which I took up 20 months ago. It’s designed to improve patient experiences and outcomes by listening to how they fared during their time in the hospital. I assist the deputy CEO in responding to patient queries and I deal with individual patient matters through the office of the CEO.

9-9.30am

I check our eight comment boxes, located around the hospital, to see if patients or family have left comments or suggestions. We have a comment box in our new Mercy Urgent Care Centre in Gurranabraher, too. .

I also call up to meet patients.

9.30-10am

I visit patients on the wards to see how their stay in hospital is going and this is at the core of what I do.

10-10.20am

I catch up with colleagues in the canteen over scones and coffee.

10.20-11am

I return to the office to check emails and telephone messages. I log suggestions I receive from the boxes and take action to close loops. This maintains open communication with staff on patient care issues and promotes good communication in the hospital.

11am-1pm

I call to St Michael’s psychiatric unit. I am their liaison officer, so I meet the clinical nurse manager to see if I can help. I work with North Lee Mental Health Management on the upkeep of the unit.

1-2pm

Head into town for lunch.

2-3pm

I am the patient advocate at hospital meetings, currently we are meeting regarding the promotion of a smoke-free campus.

3-4pm

I meet more patients on the wards for feedback.

4-5pm

I log patient comments on a database which forms the basis of a monthly report for the CEO. This is also tabled with the National Advocacy Unit, HSE, as the Mercy is a pilot site for the post of patient liaison officer.