Making Waves June 2011 - James Paget University Hospitals

News
Quilt donated to
Palliative Care
East Appeal
A community quilt, funded through a
partnership project between SeaChange
Arts Trust in Great Yarmouth and Norfolk
County Council Adult Education Services,
has been donated.
102 people, from pre-school children
to 90 year olds, helped create the quilt
which reflects their hopes, dreams and
aspirations. This was a very popular project
for all those involved with many of them
learning to express themselves through
painting, sowing and creating pictures
using a computer for the first time.
Some have already achieved their
dreams and many more are still working
towards their particular goal.
Palliative Care East Appeal co-ordinator
Jenny Watson said:
“We are very grateful to everyone who helped bring this quilt together. It is a
fantastic piece of work and it was fascinating to hear some of the stories behind its
creation. I look forward to seeing the quilt being placed on display so that everyone can
experience such an original piece of work.”
IT Service Desk Award
The Trust’s IT Service Desk is now among the top NHS Service Desks in the UK
after achieving Connecting for Health Accreditation Certification. They are
the only NHS acute hospital Service Desk to have attained this certification in
Norfolk, and only the second in the East of England.
The team helps staff
across the Trust with
computer-related issues,
providing an expert service
to ensure patient care is
not held up by technical
problems.
Only 38 out of more
than 300 NHS Service Desks
have successfully managed
to achieve this standard. As
an accredited desk they are
now authorised to log calls
directly with national system
suppliers. This will mean
that resolution times should
improve as IT issues will no
longer have to be assessed
by a third party national
Service Desk. Previously any
issues with national systems
used in the Trust had to
go to the IT Service Desk,
then logged to the National
Service Desk, which triaged
them before passing through
to the system supplier.
The Trust’s IT Service
Desk had to reach a 100%
target in more than 40
criteria, including resource
and forecasting, incident
management and telephony,
to become accredited.
Oenone Stoodley, Service
Delivery Manager for the
NHS Connecting for Health
Accreditation Team, who
guided the team through
the process of accreditation,
said “A great effort from
the James Paget team. They
showed some initial, very
keen, interest in achieving
accreditation over 18
months ago but couldn’t
progress until their new
telephony system had been
installed. However, once
that was installed and up
and running in 2010 they
then forged ahead quickly.
All the evidence required
for Accreditation was
understood with minimal
guidance required from the
Accreditation
team. The
evidence
provided was
clear and
thorough
resulting in
a quick and
painless audit
at the end
of the process. A big well
done to the first Accredited
Service Desk in Norfolk!”
Julie Hall, the Service
Desk Supervisor added:
“I am very proud of the
service that the Service
Desk delivers. We receive an
average of around 120 calls
each day and over 60% are
fixed while the customer
is on the telephone. We
aim to get calls resolved as
quickly as we can, as there
is an increasing dependence
on IT systems by clinical
and corporate staff. I am
also grateful to the whole
Making Waves
March 2011
Costcutters article
– an Apology
The League of Friends
wish to apologise
unreservedly for the
inaccuracy printed in the
March edition of Making
Waves.
The gentleman
pictured in the article
has no family connection
to Mr and Mrs Nathwani
of the Costcutters shop.
He is an employee at the
store and we apologise
for the error.
We are extremely
grateful to Mr and
Mrs Nathwani and the
customers of Costcutters
for their loyal and
generous support over
many years. Thousands
of pounds have been
raised by them for the
League and the hospital.
Pictured are Ron Walker, Jason Parker,
Julie Hall and Sarah Soanes.
IT team for their invaluable
contributions which were a
major factor in our success.”
The IT service desk
has new opening
hours of
Monday to Friday
7.30am to 5pm.
Call ext. 2500
or email
itservicedesk@
jpaget.nhs.uk
www.jpaget.nhs.uk Making Waves Newsletter June 2011 Page 15