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Who are you: Joanna Smith.​​​​​​​

Summarise your role: I manage a team of 43 members of staff in the outpatient booking office (OBO) who are responsible for referrals that come to the Trust via the electronic referral system (eRS) from GP practises. The team book new outpatient appointments, and some outpatient follow up appointments, to ensure our clinics are fully utilised for our patients at SASH. I also manage the Netcall appointment booking line, for my team and others across the Trust, which is the system we use to manage patient calls.

I monitor the Referral to Treatment (RTT) for outpatient new appointments, making sure SASH patients are booked in accordance with RTT.
I also manage clinic templates and maintenance team who are responsible for clinic cancellations, ADHOC clinics for outpatients, new builds, deletion, amendments and cancellations of permanent clinics for outpatients. Due to my varied knowledge, I am often asked to support staff members outside OBO.​​​​​​​

What do you find challenging about your role: My biggest challenge is ensuring we have capacity to see our patients in a timely manner. ​​​​​​​

What do you find rewarding: Listening to my team conversing with patients, their conduct, dignity and respect for all patients they speak to on the phone is exceptional. I am very proud to manage the team and witness their consistent hard work, expertise, effort and knowledge on a daily basis. The team approach their objectives extremely professionally, I am confident in their abilities as a team.​​​​​​​​​​​​​​

What do you enjoy outside of work: I have three lovely daughters (and a dog) and partner who I enjoy spending quality time with. I enjoy travelling, cooking, baking and attending concerts.

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